One Concept that Improves All Your Customer Service Interactions
Callminer
MAY 17, 2017
Most customer service remains lackluster and inconsistent—while executives routinely believe their customer service is better than it really is.
Sat.May 13, 2017 - Fri.May 19, 2017
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Visual IVR is the gateway to true digital transformation
Uniphore
MAY 18, 2017
Visualize great customer service. Digital transformation is the ultimate goal of most contact centers, and the ideal gateway to such transformation is a tool that can significantly improve customer service while also reducing costs – Visual IVR. Read More.
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Revealed: Prepare Your Customers For Next U.S. Credit Crisis
Beyond Philosophy
MAY 15, 2017
According to a recent Bloomberg report, “ Wall Street Has Found Its Next Big Short in U.S. Credit Market ,” US malls may close down sooner than later. We know that shopping habits are changing, and more consumers are spending money online. With massive overheads and infrastructure maintenance, physical stores are finding it hard to keep their heads above water.
The Customer Is Always Right — Really?
Customers That Stick
MAY 13, 2017
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Turn Payments Into Personalization: Unlock the Value of Transaction Data
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Breaking the Ice Episode #11: Boosting Morale with Nate Brown
Customer Service Life
MAY 17, 2017
Finally, Breaking the Ice goes to 11 — and we’re so happy to break the ice with our always-best-dressed friend, Nate Brown. Nate is Director of Customer Experience at UL and regularly writes a blog called Customer Centric Support. We had a little bit of fun with this episode. Here are the questions: Icebreaker Question: What’s your favorite Halloween costume of all time?
Visual IVR: a great way to provide solid customer context
Uniphore
MAY 16, 2017
Customers hate having to repeat steps already taken, simply because the agent they are speaking to doesn’t know anything about their problem. This can be solved by providing context. Read More.
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Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
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Don’t replace “thinking” with “execution”
Customer Bliss
MAY 18, 2017
It can be common at some companies for execution to be the norm. (More on this in a second.) I’ve done 51 episodes of my podcast now, and usually the feedback I get from listeners is that they like the sections where the guests go over actionable, tactical items. In other words: execution. People want to know how to achieve something — the steps and processes — because often that’s most important to their rank/level (and theoretically most important to the company scali
7 More Technologies To Jumpstart Your Customer Service
Customer Service Life
MAY 15, 2017
This article was originally published on the FCR blog on May 3, 2017. Click here to read the original. At FCR we have an Emerging Technologies (ET) team that exists to learn about the various tools and technologies that can help companies deliver a better customer experience and help contact center leaders manage their teams better. I sometimes joke that we’re the folks that sit in on all of the sales demos so you don’t have to.
The Benefits of Contextual Escalation from Self-Service to Assisted Service
Uniphore
MAY 19, 2017
Once upon a time, quality and price were the essences of buying decisions. However, today more and more brands are chosen based on whether the overall customer experience matches customer expectations, and delivering a frictionless, cross-channel customer experience is the key. Read More.
Will AI Mean Less People and More Profit in the Contact Center?
Taylor Reach Group
MAY 14, 2017
Will AI Mean Less People and More Profit in the Contact Center? . By: Peter Elliot. . . . Mention Artificial Intelligence (AI) to most people and it conjures up visions of talking robots and Alexa - like appliances answering simple questions. Checking into a hotel can now be performed by a robot, and renting a car will likely be done this way soon as well.
Reimagine Your Communications With A Unified Platform
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Are Your New Customer NPS Scores Low? Here’s Why
Heart of the Customer
MAY 18, 2017
It’s not unusual for new customers to have lower scores than expected—but it can seem counterintuitive. After all, they just selected your company – why are they so low? You’ve gone through and removed barriers, but your customers aren’t showing the love. It might not be what you’ve done. The problem may be their reference point. […]. The post Are Your New Customer NPS Scores Low?
10 Contact Center Technologies You Need to Know
Fonolo
MAY 17, 2017
UPDATED: February 2020. Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. This is a mistake because contact center technology is evolving faster than ever before; new technology brings with it new opportunities to improve your contact center’s infrastructure and performance.
Self-Service and the Future of Customer Service
Uniphore
MAY 17, 2017
As an increasing number of customers choose to do it themselves, it appears as though the most crucial technology in the future contact center will be self-service. Read More.
How Do You Know When It's Time to Redesign Your VoC Program?
CX Journey
MAY 17, 2017
Image courtesy of Pixabay I originally wrote today's post for Clicktools; it appeared on their blog on July 26, 2016. Last month, I wrote about 20 tips to design better customer surveys. That post ought to be helpful whether you're designing a new survey or redesigning existing surveys. But what if you've been listening to customers for years? How do you know when it's time for a refresh or a complete VoC program redesign?
Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
5 Radical Changes to VoC of the Future for ROI Maturity
ClearAction
MAY 18, 2017
5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? Low survey response rates, capturing feedback at all important touch-points, selecting the right scales and questions, integration of customer data across systems, connecting the dots across VoC sources, linking VoC with operational and financial data, or driving customer experience (CX) excellence?
Making the case for the Chief Customer Officer Role, With Milista Anderson – CB51
Customer Bliss
MAY 16, 2017
Episode Overview. Milista Anderson is currently the Chief Customer Experience Officer of FIS Corporate and Digital Solutions. (FIS is a large-scale provider of financial services.) She’s been in that role for about a half-decade; back then, she had to justify the need for the role to other FIS leaders. A lot of this podcast episode is about determining the need for a CCO, setting the groundwork for one to come on, proving the work is there and business-forward, and more.
Major Release Version 9.0
Uniphore
MAY 15, 2017
Major Release Version 9.0. Learn about the updates to Jacada Intelligent Assistant. Version 9.0. Read More.
Can virtual queuing be used as a method to manage call volume with a smaller complement of staff?
DMG Consulting
MAY 15, 2017
Question: Can virtual queuing be used as a method to manage call volume with a smaller complement of staff? Answer: Virtual queuing is a queue management application. During peak periods of high volume and extended wait times, the application advises callers of the approximate wait time and provides options to wait in queue for the next available agent, or drop off and receive an immediate or scheduled callback.
Software Composition Analysis: The New Armor for Your Cybersecurity
Speaker: Blackberry, OSS Consultants, & Revenera
Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?
The Art and Science of Storytelling in Market Research
Confirmit
MAY 17, 2017
Whether you are preparing a PowerPoint, putting together a report, or a creating a dashboard, the best way to ensure your clients understand your research findings is to tell a compelling story with the data. In Market Research, this is often easier said than done, however! Storytelling is a mix of art and science and without the right tools and training, it can be an impossible feat.
One Concept that Improves All Your Customer Service Interactions
InteractionMetrics
MAY 17, 2017
In the US market alone, there are hundreds of customer service consultants offering thousands of customer service improvement strategies which begs the question: does anyone need yet another plan to improve customer service? I think, decidedly, yes, for the simple reason that most customer service remains lackluster and inconsistent—while executives routinely believe their customer service […].
Be warned: Is your data failing you?
Beyond Philosophy
MAY 17, 2017
CX Data platforms are growing in popularity by those that seek to improve their Customer Experiences. These platforms can provide data management intended to optimize the Customer Experience, not only at a general level but also at a personalized level. It’s one thing to have the tools on hand to improve your Customer Experience (CX) However, a recent study by Forrester Consulting on behalf of DataStax revealed that knowing how to use them is another thing entirely.
Tips and Techniques from the Gamification PlayBook
DMG Consulting
MAY 15, 2017
Tips and Techniques from the Gamification PlayBook . Having just wrapped up our research for the 2017 Gamification Product and Market Report, DMG Consulting is happy to report that gamification is alive (and thriving) in contact centers. The staying power of gamification, however, is not happenstance. Gamification methodology is rooted in the principles of behavioral science: motivation, reinforcement, reward and behavior modification.
How Retailers Are Transforming Customer Experiences with Data & AI
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
The Path to Building an Integrated VoC Program
Confirmit
MAY 15, 2017
Essential Steps for Building an Integrated VoC Program. If you are like most companies, ensuring you meet and exceed customer expectations is a top priority. This begins with eliminating data silos and empowering employees with relevant insights that build long-lasting customer relationships. But gaining a 360-degree view of the customer experience can be a challenge.
One Concept that Improves All Your Customer Service Interactions
InteractionMetrics
MAY 17, 2017
In the US market alone, there are hundreds of customer service consultants offering thousands of customer service improvement strategies which begs the question: does anyone need yet another customer service improvement plan? I think, decidedly, yes, for the simple reason that most customer service remains lackluster and inconsistent—while executives routinely believe their customer service is […].
Online Learning Space: Why Teachers Should Use It?
ProProfs
MAY 15, 2017
Teaching in a traditional fashion, in a closed of classroom with students sitting and listening to a teacher is slowly becoming obsolete. With the massive worldwide adoption of the web at the start of the 2000s, a lot of brand new learning technologies were developed, allowing learners and teachers alike to have an alternative experience. That being said, a lot of people still have an aversion towards online learning and they aren’t aware of just how many benefits there are of teaching students
The Anatomy of a Customer (Infographic)
Provide Support
MAY 16, 2017
One customer can change the fate or course of your business forever. Just take a look at the United Airlines incident. We’ve all heard and saw it. It was very disturbing and we just can’t help but get angry and despise United Airlines. I won’t share the facts and other information anymore since I assume that you’ve already read a lot of articles and watched a number of YouTube videos about it.
7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus
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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper
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