Callminer

OCTOBER 18, 2017

Purchasing speech analytics software is a major investment for both enterprises and SMBs alike. Like all major technology investments, purchasing speech analytics software comes with a bit of pre-planning and analysis. You need to determine how your company can best leverage this technology to ensure compliance, enhance customer service, support agents and reps, and get […].

Technology 215

Technology Technology Compliance Customer Service 215

Beyond Philosophy

OCTOBER 18, 2017

Why do we design rational Customer Experiences when people are irrational? Rational experience designs are born of the notion that we are logical beings. However, emotions, not logic, drive our behavior, particularly as customers. Nevertheless, moments in an experience betray the fact that many organizations ignore the role emotions play in Customer Experience outcomes.

Customer Loyalty 136

Customer Loyalty Customer Experience Customer Expectations 136

Fonolo

OCTOBER 18, 2017

Last month we shared 4 Call Center Reports Worth Your Time. Hope you’ve read them all because here comes the next batch! A top mission of the Fonolo blog has always been to help you stay informed with the fast-moving contact center industry. As always, we’re grateful to the authors (and sponsors that back them) for the hard work that goes in to producing this content.

Contact Center 117

Contact Center Customer Satisfaction NPS Touchpoint 117

Heart of the Customer

OCTOBER 18, 2017

Too many customer experience (CX) programs get stuck. Stuck with no influence. No change. No leadership buy-in. We see it all the time. As a CX leader, you’re spread so thin, trying to juggle dozens of balls at once. You’re building a new measurement program while sharing your existing scores with anybody who will listen. You’re creating new training programs.

CX 103

CX Customer Experience 103

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Customer Service Life

OCTOBER 20, 2017

Photo Credit: Nevit Dilmen via CC License. This article was originally published on CustomerThink on September 14,2017 as my regular Advisor column. Click here to read the original. As a contact center leader, I’ve tried it all when it comes to motivating agents. I’ve done gift cards, bagels, pizza parties, games, leaderboards, and trophies all in an effort to get my team to go above and beyond in their work.

Contact Center 68

Contact Center Gaming NPS Customer Service 68

Beyond Philosophy

OCTOBER 16, 2017

Imagine you are in the waiting room at your dentist. You’ve had a pain twingeing at your back tooth for a few days now and you’re terrified it’s going to need a root canal – you hate root canals, everyone hates them. But while you sit there, nerves jangling, you notice there is gentle, quite relaxing music playing and it starts to make you feel a little less nervous.

Start-ups 120

Start-ups CX Customer Experience 120

Fonolo

OCTOBER 17, 2017

Join Fonolo, the Greater Toronto Area Contact Centre Association (GTACC), and three amazing keynote speakers for a day of interactive workshops, engaging panel discussions, and lots of networking! On Thursday, November 2nd, 2017 at Pearson Convention Centre in Brampton, Ontario, GTACC will bring together call center professionals from across the country.

Contact Center 57

Contact Center NPS Customer Satisfaction Customer Feedback 57

ProProfs

OCTOBER 16, 2017

Are you aware that our emotions and learning are interlinked? Yes, they are. Greek philosopher Plato knew it and hence said, “All learning has an emotional base.” Now, scientists are also agreeing with this concept and fast reaching the conclusion that learning is emotion-driven. Dr. Shlomo Wagner of the University of Haifa in a study said that learning is influenced by human emotions.

Manufacturing 63

Manufacturing Start-ups 63

DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. 10/18/2017. Mature sector with substantial opportunity. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 12th annual Speech Analytics Product and Market Report.

Text Analytics 48

Text Analytics Contact Center Artificial Intelligence Structured Data 48

Kerry Bodine

OCTOBER 16, 2017

A friend of mine recently had a business trip to the Bay Area and booked his room at the Courtyard by Marriott in downtown Oakland. The morning before his stay, he received an email from Marriott, encouraging him to “Use Mobile Check-In to access Elite benefits.” He read through the email and saw that one of those benefits was mobile requests: “Start making mobile requests using your app.

Customer Experience 48

Customer Experience 48

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.

Retail

Comm100

OCTOBER 17, 2017

Before “customer service” was even a thing, the Seven Deadly Sins existed as a guideline for moral living. Perhaps somewhat surprisingly, some of these “old school” lessons still have a place in the society of today, and have significant overlap with bad customer service practices. avaritia / Greed. acedia / Sloth. ira / Wrath. invidia / Envy. superbia / Pride. luxuria / Lust. gula / Gluttony.

Customer Service 49

Customer Service Social Media Customer Satisfaction Start-ups 49

CX Journey

OCTOBER 18, 2017

Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX. It was published on t heir blog on April 24, 2017. When you think of the phrase "inside out" relative to the customer experience, you probably cringe. This is not a phrase that customer experience professionals take lightly. Inside out means companies focus on processes that are designed and implemented based on internal thinking and intuition.

Customer Experience 45

Customer Experience CX Customer Satisfaction Touchpoint 45

ClientSuccess

OCTOBER 19, 2017

Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. We’re lucky to have this CSM shout-out come from Jessica Weisz, COO of SoapBox. Jessica absolutely loves her customer success team. Let’s move forward with this week’s blog post! CSM from the Trenches – SoapBox Customer Success Team Shout-Out.

Innovation 41

Innovation Voice of the Customer 41

Kerry Bodine

OCTOBER 15, 2017

Want to learn more about journey mapping? We have two opportunities this coming November for you to join us for a hands-on workshop in downtown Chicago. If you’re got 2 hours…. Join us at CMSWire’s DX summit on November 13. In our two-hour mini workshop , we’ll go over the essential features of journey maps and discuss how you can make your maps more effective.

Customer Experience 48

Customer Experience 48

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.

Voice of the Customer

Confirmit

OCTOBER 19, 2017

Customer Experience (CX) careers are a hot topic, in part because they are difficult to map. The first and second blogs in this series have produced many great questions from those wanting to enter the field from other professions, or even related fields. For entry-level positions, which may be mid-level in CX, nothing replaces doing the work. Educate yourself, yes, but also get your hands on something—create a CX program, using whatever tools you have—on a pro bono basis for a chari

CX 40

CX Gaming Education Voice of the Customer 40

Waypoint Group

OCTOBER 19, 2017

Loyalty nowadays seems to be the stuff of coffee shop stamp-cards in wallets, dogeared and half stamped. Loyalty is crucial for B2B businesses as well, but far more challenging to measure since There are many contacts in the account, many of which may be executives that don’t often (ever?) use your products, The “users” of your products often have little […].

B2B 40

B2B VOC 40

Customer Bliss

OCTOBER 19, 2017

Zappos, which is owned by Amazon but was founded and remains based in Las Vegas, is helping to cover funeral costs for those murdered in the Mandalay Bay shooting on October 1. From that article: “We came to realize that as we’re raising money for this fund… [the victims] don’t get paid out exactly as needed,” said Steven Bautista, head of Zappos’ charity group Zappos for Good.

Innovation 35

Innovation 35

Totango

OCTOBER 14, 2017

Customer Health Score takes multiple dimensions of customer data metrics and classifies them into a single representation of green, yellow or red. It is a consolidation of all the information the company has about the customer, from all probes, people and systems, past and current. Companies use customer health to speed up and scale communication, prioritization, decision making and forecasting of their customer success operations.

Start-ups 100

Start-ups Customer Journey Map 100

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?

Technology

Confirmit

OCTOBER 16, 2017

Deloitte's 2017 Global Human Capital Trends research revealed that one of the tenets of building an organization ready for the future is intentionally designing it for speed, agility and adaptability. As a result, organizations should have to rethink how they structure their work, design their teams, develop their employees, and ask themselves what they need to do differently to improve the talent experience.

Voice of the Employee 40

Voice of the Employee 40

Chip Bell

OCTOBER 20, 2017

I am excited to introduce a guest post written by Scott Mautz, the author of Find Your Fire: Ignite Your Inspiration – and Make Work Exciting Again. Enjoy! – Chip. When my daughter was younger and we headed to the playground together, my first thought didn’t go to the lack of risk found there. In fact, taking her to the playground felt like enough risk by itself.

Gambling 40

Gambling Start-ups Gaming 40

Customer Bliss

OCTOBER 17, 2017

Comcast Customer Experience – Episode Overview. Charlie Herrin is the Chief Customer Experience Officer at Comcast, based out of Philadelphia. Comcast has become a big name in the CX space in recent years for some of the work they’ve done around customer growth, and I think Charlie ended up being a great guest. I’m going to outline some of the key themes of the discussion — which is very enlightening — and then encourage you to listen to the entire episode when you

Net Promoter Score 23

Net Promoter Score Customer Experience NPS CX 23

Totango

OCTOBER 14, 2017

Customer Health Score takes multiple dimensions of customer data metrics and classifies them into a single representation of green, yellow or red. It is a consolidation of all the information the company has about the customer, from all probes, people and systems, past and current. Companies use customer health to speed up and scale communication, prioritization, decision making and forecasting of their customer success operations.

Start-ups 86

Start-ups Customer Journey Map 86

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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

CX

ClientSuccess

OCTOBER 16, 2017

As any Customer Success Manager (CSM) can attest to, customer success is not merely the work of a single person or even a single department. Ensuring customers see success and thrive with a B2B product takes the work and input of an entire organization, from the CEO down to the last intern. When an organization is truly focused on the outcomes and success of customer relationships, it can positively impact a company culture from nearly every angle.

B2B 41

B2B Customer-Centric Organization Sales Customer Satisfaction 41

Comm100

OCTOBER 17, 2017

Introduction. In 2013, Amy’s Baking Company became famous overnight after premiering on a particularly dramatic episode of Gordon Ramsay’s “ Kitchen Nightmares ” – a reality TV series that followed Ramsay’s attempts to help struggling food establishments improve their business. Once a failing restaurant, Amy’s Baking Company now had a flock of new customers rushing to their location in Scottsdale, Arizona, eager to check out the only establishment that the renowned chef had ever walk

Social Media 49

Social Media Customer Service Start-ups Customer Survey 49