Leveraging natural language processing and NLP tools to their fullest
Callminer
FEBRUARY 15, 2017
There are three common mistakes that most businesses are making when relying on software that offers natural language processing.
Sat.Feb 11, 2017 - Fri.Feb 17, 2017
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8 Leadership Strategies From An Influencer
Beyond Philosophy
FEBRUARY 15, 2017
Childhood bullying gets a lot of attention these days, but bullying and other bad behavior can be just as destructive in the workplace as on the playground. Over the years, I’ve seen people with poor social and interpersonal skills unnecessarily make life miserable – not just for themselves, but for everyone else in the workplace. For managers and executives, poor relationships with employees and customers are one of the surest ways to undermine any efforts to create a positive customer experien
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Jacada Visual IVR is the Vendor Agnostic Instant App Equivalent
Uniphore
FEBRUARY 13, 2017
Android Instant apps are all the buzz in the tech industry news, lately. The promise is very appealing. Who actually enjoys being forced to visit the Play Store and install an app before getting to the content they are after? Android users will soon have instant access to the entirety of a mobile applications content, without the annoying blockades and buzzkill of having to download the full application.
What Employees Love in Online Training Courses
ProProfs
FEBRUARY 16, 2017
Considering that so many of our employees associate training with some sort of punishment, the more appropriate question would be – What employees hate in training courses? As any other student, corporate trainees dislike continual learning for two simple reasons: first, it’s rarely inspiring and challenging enough to make them motivated, and second, it imposes an additional hour or two of work to their already busy daily schedules.
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.
Call Center Ideal Call Flow Scripts: Helping or Hurting?
Callminer
FEBRUARY 15, 2017
Sales and collections agents use call flows frequently - but all contact center agents can also benefit from ideal call flows.
Good Tipper Or Scrooge – What Are You?
Beyond Philosophy
FEBRUARY 13, 2017
Some people love to tip and others do, but begrudgingly. However, it appears that nowadays everyone is expecting a tip even if they are just serving you at the checkout! When you see a tip jar by the cash register what do you think? To me, the tip jar says “I deserve a tip”. But it says quite a bit more, too, and none of it good about your Customer Experience.
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CXOs: Three Ways to Help Save Your CMO’s Job
Heart of the Customer
FEBRUARY 15, 2017
According to Forrester Research, 30% of CEOs indicated that they are going to fire their CMOs this year. The primary reason? Too many CMOs haven’t adjusted to the concept of the customer journey that fluidly moves across touch points. According to Forrester’s Shar VanBoskirk, “Businesses are in a ‘post-digital era’ in which customers don’t think […].
What is After-Call Work (ACW) or Post-Call Processing? Tips, Industry Standards & More
Callminer
FEBRUARY 14, 2017
What is after-call work (ACW)? Learn how post-call processing works, the challenges of ACW for call centers, and the best practices that can boost productivity and produce ROI.” Blog Post Here. The post What is After-Call Work (ACW) or Post-Call Processing? Tips, Industry Standards & More appeared first on CallMiner.
Boost your internal stakeholders (mostly for free)
Customer Bliss
FEBRUARY 16, 2017
“Internal stakeholders” refers to employees. A lot of companies tend to focus most of their attention on external stakeholders, which would typically include customers and potentially investors. There is nothing wrong with that approach, per se. You obviously want to pay a lot of attention to the people who buy your product/service (customers) and the people who help you have money to do it better (investors, if you have any).
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Customer Service Training
FEBRUARY 15, 2017
We've just added a Facebook Page. Please stop by and like. If you follow us, you'll be able to see when we add new exercises and material to the site. Look forward to seeing you there.
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.
On Becoming a Mindful Leader
CX Journey
FEBRUARY 16, 2017
Image courtesy of jackbonner Today I'm pleased to share a guest post by Paul Laughlin. Two books I enjoyed over the Christmas period have prompted me to reflect on being a Mindful Leader. By that slightly odd term I mean a leader making use of mindfulness principles to improve their effectiveness. The two books I referenced are: Mindfulness and Christian Spirituality by Tim Stead and Contact and Context: New Directions in Gestalt Coaching by Ty Francis & Malcolm Parlett.
The Internet of Things An Opportunity for Transformation in Market Research
Confirmit
FEBRUARY 15, 2017
The Internet of Things (IoT), the network of physical objects that contain embedded technology to communicate and sense or interact with their internal states or the external environment, has quickly become a hot topic for 21st century businesses and Market Research businesses in particular. In this webinar, Miguel Ramos, Product Marketing Manager, Confirmit discussed and answered questions, such as: what is the state of the Internet of Things (IoT) and how will it evolve in the coming years?
One key stat on executive buy-in for CX
Customer Bliss
FEBRUARY 14, 2017
I’m always talking to people in customer experience roles about the importance of executive buy-in. Other executives should feel connected to the work you’re doing, and ultimately that should move towards one-company leadership. Now everyone is ideally on the same page, and making decisions that benefit a customer-driven growth engine. Not every company gets there, but in recent years you’ve seen more and more companies trying to align silos and collaborate better.
To NPS, or Not to NPS?
Waypoint Group
FEBRUARY 17, 2017
A prospective client recently posed this question: My CEO continues to focus on NPS, but it’s so volatile and so we’re looking for ways to smooth it out so we can better connect it to our bonus plan. How? Not an easy question to answer in a blog… First, remember that Net Promoter is a system more than a KPI. […]. The post To NPS, or Not to NPS?
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.
Why Your Customer Service Should Influence Customer Engagement
Dennis Snow
FEBRUARY 13, 2017
I hope you enjoy this guest post from Monika Götzmann. Why Your Customer Service Should Influence Customer Engagement – by Monika Götzmann Engaged customers are extremely valuable, and can be described as those who have a personal connection to a brand. Research from Rosetta found that engaged customers spend 60 percent more per transaction, while […].
Congratulations to our 20 Young Market Researchers!
Confirmit
FEBRUARY 16, 2017
Earlier this week we announced the winners of our 20 Young Market Researchers awards. This is the first time we’ve run such a program and it was fabulous to see the level of excitement and enthusiasm of our winners. One of our judges, Jon Puleston, Vice President of Innovation at Lightspeed commented on the judging process and summed it up rather nicely: "Judging these awards was a fascinating experience.
Are You Reacting, Predicting Or Dictating Consumer Behavior?
The DiJulius Group
FEBRUARY 15, 2017
Are You Reacting, Predicting Or Dictating Consumer Behavior? Reacting = Road kill Predicting = Passenger/hitchhiker Dictating = Driver Forget about 2017, to guarantee growth and survival, you better be working on what your 2022 Customer Experience model will evolve to. If you haven’t started working on the innovation of your future experience, you are […].
Do You Employ Actionability Thinking in Survey Design?
CX Journey
FEBRUARY 14, 2017
Today's post is a slightly-updated version of one I originally published on Compellon 's blog on January 25, 2017, which is a largely-modified version of a very-popular post I wrote on CX Journey™ five years ago titled 22 Tips for Survey Design. You’ve been running your voice of the customer (VoC) program for the last couple of years, and you’re frustrated because you can’t seem to move the needle on the customer experience.
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 History of Customer Service and Future Trends (Infographic)
Provide Support
FEBRUARY 15, 2017
We all know how frustrating it could be waiting hours for an email reply or being put on hold for over 30 minutes when all you want is to get answer to one simple question about a product or service you purchased. But can you imagine times when customer service meant having to travel long distances to the original store to get a repair? In fact, prior to the dawn of the 20th century, this is exactly how things used to work!
FastTrack for the Contact Center
Confirmit
FEBRUARY 15, 2017
Based upon the learnings of 20 years’ experience, FastTrack combines the best practices we’ve gleaned from over the years with the ability to have you up and running very quickly. A dedicated Voice of the Customer solution built for purpose around the contact center, FastTrack enables rapid response to customer concerns while informing management decisions at a strategic level.
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