Sat.Jul 08, 2017 - Fri.Jul 14, 2017

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How to Reduce Call Center Dead Air Space

Callminer

What happens when a customer contacts your business expecting answers and the only thing they hear is silence?

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Visual IVR: The New Front Lines of Digital Customer Service

Uniphore

As the nature of customer service is quickly evolving, new channels of communications i.e. web, mobile and social, have raised the bar of customer expectations, and delivering an exceptional experience has become critical to business success. According to a report, 33% of overall caller satisfaction today is determined by the IVR experience. However, despite companies investing considerable time and money in researching and developing the most optimized IVR technology for the best customer exper

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Trending Sources

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Retailers Resort To Spy Gear To Serve You Better

Beyond Philosophy

Retailers are using technology used in espionage efforts to remain relevant in today’s online shopping world. Throughout Europe and the U.S., brick and mortar retailers are employing high-tech spy techniques to obtain information about a shopper’s in-store experience—and using it to improve their Customer Experience. Spy Tech and the Customer Experience.

Retail 125
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Personalization: The Secret Ingredient of eLearning Success

ProProfs

Ask any eLearning expert about the ingredients of achieving success with online learning and their answer is likely to include – ‘choice of platform, ‘features offered’, ‘learner’s ability’, ‘trainer’s knowledge’ and may be even ‘luck’. . But there is another important ingredient that many forget to focus on – i.e. personalization. . In today’s world where technology dominates almost every aspect of our lives, the ‘ one-size-fits-all’ solution doesn’t work.

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From Data to Decisions: Maximizing Retail Potential with 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.

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How “T-Rex Arms” Help Uncover Rich Customer Insights

Kerry Bodine

Half an hour after the first round of introductions and ice breakers, our customer journey mapping workshop was in full swing. The five customers in my group were in the midst of a warm-up activity we often use to precede journey mapping proper—brainstorming and prioritizing the ways in which they interact with an organization, in this case a major retailer.

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Why is Customer Service so Drawn to Personalization?

Uniphore

There is a definite shift towards a more personalized means of servicing the customer, an approach that offers benefits to both the organization and their clients. Read More.

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3 Expert Tips to Pre-empt an Escalation with a Customer

Myra Golden Media

I remember being a new manager preparing to deliver bad news to a group of executives. I was nervous, fearing I would get questions I couldn’t answer and thinking I’d get slammed in the meeting. My boss, the executive vice president of the company, helped me prepare for the meeting. “Here’s the strategy you use. You go in there and answer their every question, before they even have a chance to ask you anything.

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Interview: Best Practices in Patient Experience

Heart of the Customer

I was recently interviewed by Unitron Magazine on best practices in patient experience–check it out here: Unitron Magazine Heart of the Customer Interview. The post Interview: Best Practices in Patient Experience appeared first on Heart of the Customer.

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Google’s Customer Experience Leadership, With Catherine Courage – CB59

Customer Bliss

Episode Overview. Catherine Courage is currently the VP of Ads and Commerce User Experience at Google, where she’s been since October 2016. This is his third time around in a tech customer experience role, previously having held similar jobs at DocuSign and Citrix. I’ve known her for several years and I thought she’d be a great guest because of the tech space background, the multiple times experiencing the role, and her overall understanding of products, experience, and how to

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Five Reasons New Call/Contact Centers Fail

Taylor Reach Group

By: Colin Taylor. There can be many reasons for an organization to decide it is time to create a Call Center or Contact Center. Perhaps organic growth, a new product, service or acquisition is resulting in calls swamping the switchboard, or customers are tracking down the administrative offices to trace an order, or email volumes are surging and going unanswered.

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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.

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When Confirmit Met Pulse Train – 10 Years on: Always Something New

Confirmit

I started at Pulse Train when I was a child. Well, not actually a child but I was 22 years old and was joining the company as part of the graduate training program (along with Paul Quinn, who you’ll also hear from in this series). By the time Pulse Train became part of the Confirmit, I was looking after our CATI solutions which were the best in the market – one of the main reasons for Confirmit’s interest in the company.

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Real-Time Adaptive Scheduling Improves Contact Center Dynamics (whitepaper)

DMG Consulting

Real-Time Adaptive Scheduling Improves Contact Center Dynamics (whitepaper). 7/11/2017. By Donna Fluss. Introduction. Adaptive intraday management capabilities allow enterprises to bridge the gap between forecasts and reality. This white paper presents the concept and benefits of real-time adaptive scheduling, which will enhance customer satisfaction and improve employee engagement while enabling managers to meet their service-level objectives and reduce operating expenses.

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Could ignorance actually benefit CX?

Customer Bliss

Interesting post recently by Jason Fried, the founder of Basecamp and 37 Signals, over on Medium. Here it is. He talks about the value of ignorance in business — I considered doing a headline like “ignorance is bliss,” i.e. playing off my last name, but decided against it — and says this: I think a lot of folks are spending way too much energy trying to know it all.

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Employee Engagement: A Confluence of Passion and Purpose

CX Journey

Image courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about? I recently saw a note from a reporter with a reputable online publication asking for sources who had used company perks, as well as apps to track rewards and perks in the workplace, noting that he was writing an article about employee engagement. It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low.

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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?

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When Confirmit Met Pulse Train – 10 Years on: Half a Lifetime

Confirmit

Ten years ago this week, Confirmit announced the completion of its first corporate merger – the acquisition of UK-based technology company Pulse Train. In this mini-blog series, some former Pulse Trainers who are still with the company share their thoughts on the past decade. If you count my time at Pulse Train and Confirmit all together, I have worked here for 26 years.

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Real-Time Adaptive Scheduling Improves Contact Center Dynamics (whitepaper)

DMG Consulting

Real-Time Adaptive Scheduling Improves Contact Center Dynamics (whitepaper). 7/11/2017. By Donna Fluss. Introduction. Adaptive intraday management capabilities allow enterprises to bridge the gap between forecasts and reality. This white paper presents the concept and benefits of real-time adaptive scheduling, which will enhance customer satisfaction and improve employee engagement while enabling managers to meet their service-level objectives and reduce operating expenses.

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Recorded Webinar: The Customer Success Trust Framework

ClientSuccess

This live webinar is over and is now available as a recorded version. You can watch the recorded version here. Webinar Details. Ed Powers, VP Customer Success, simPRO Software Group teaches how to build trust and increase renewals during every stage of the customer lifecycle. This event was a “fireside chat” format where the conversation was live and open to questions and comments throughout the hour while centered around the power of building trust with customers.

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6 Reasons Why You’d Like a Career in Customer Service

Provide Support

6 Reasons Why You’d Like a Career in Customer Service. If you are a student or contemplating a career change, you know that there’s plenty of career advice out there. However, it tends to offer pointers on careers that are currently hot or that will be in the future. Some of these jobs are indeed great employment prospects, and some of them will be occupations that are extinct a decade from now.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

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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When Confirmit Met Pulse Train: 10 Years on: Reunion

Confirmit

Ten years ago this week, Confirmit announced the completion of its first corporate merger – the acquisition of UK-based technology company Pulse Train. In this mini-blog series, some former Pulse Trainers who are still with the company share their thoughts on the past decade. I found it both interesting and sobering that Confirmit’s 20 th anniversary last year coincided with the anniversary of the beginning of my own marketing career.

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Mission, Vision, Guiding Principles, Values. Oh My!

CX Journey

Image courtesy of Pixabay Do you know the difference? There's a bit of an alphabet soup going on when we talk about some of the statements that an organization must have in place to get all employees marching to the same beat. You need a mission statement, vision statements, core values, guiding principles, brand promise, purpose, and more, right?! Are these important?

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An Investor Perspective on Customer Success – CS100 Summit Recap: Stacey Bishop

ClientSuccess

Stacey Bishop is currently a partner at Scale Venture Partners , a leading early-stage capital firm based out of San Francisco. Stacey came to the CS100 Summit stage armed with a palpable energy and bursting with insight into centering company focus on all things customer success. Stacey is a firm believer that customer success is a responsibility of every business function, and that successful customers require attention from the entire team.

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Customer Service Energizer

Customer Service Training

Customer service energizer to help people think on their feet

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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When Confirmit met Pulse Train – 10 Years on: A Great Fit

Confirmit

Ten years ago this week, Confirmit announced the completion of its first corporate merger – the acquisition of UK-based technology company Pulse Train. In this mini-blog series, some former Pulse Trainers who are still with the company share their thoughts on the past decade. Like Mr Lockyer , I joined Pulse Train as part of the graduate program in 1997 (clearly they had some outstanding recruitment practices back then!

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Feeling Overwhelmed By Journey Mapping? You’re Not Alone

Kerry Bodine

Whenever we conduct one of our open enrollment journey mapping workshops , we start by asking attendees to list three words that describe their current feelings toward journey mapping. As you can see above, the top two responses are curious and excited. But overwhelmed is a close third. Take a look at the smaller text, and you’ll see that a few attendees have bravely admitted that they see journey mapping as daunting.

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5 Bulletproof SaaS Strategies Proven to Build a Culture of Customer Success

ClientSuccess

As SaaS organizations of any size can attest to, winning new clients is only half the battle. The real testament to a company’s product, culture, and employees is showcased in the success of its customers. Customer retention should not only be at the top of any executives priority list, it should be a priority for the entire company, and every employee and every team should own a stake in customer success.

Outlook 40
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When Confirmit met Pulse Train – 10 Years on: A Great Fit

Confirmit

Ten years ago this week, Confirmit announced the completion of its first corporate merger – the acquisition of UK-based technology company Pulse Train. In this mini-blog series, some former Pulse Trainers who are still with the company share their thoughts on the past decade. Like Mr Lockyer , I joined Pulse Train as part of the graduate program in 1997 (clearly they had some outstanding recruitment practices back then!

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Video Blog: Employee Engagement – Building A Magnetic Culture

Confirmit

Welcome to the first of a series of videos on Employee Engagement, Culture, and the Best Practices on each of the key drivers of engagement. This video helps define employee engagement, addresses where the ownership should be for engagement, explores the importance of engagement, and outlines some of the most meaningful outcomes that come with building a culture of engagement.

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And The World's Toughest Job Is.?

Confirmit

What’s the toughest job in the world? There are probably a lot of answers that spring to mind, but chances are “contact center agent” isn’t on your immediate list. However, this was Claire Sporton’s suggestion as she kicked off proceedings at Confirmit’s “Voice of the Customer in Contact Centers” event in London.

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And The World's Toughest Job Is.?

Confirmit

What’s the toughest job in the world? There are probably a lot of answers that spring to mind, but chances are “contact center agent” isn’t on your immediate list. However, this was Claire Sporton’s suggestion as she kicked off proceedings at Confirmit’s “Voice of the Customer in Contact Centers” event in London.

VOC 40