Callminer

NOVEMBER 13, 2018

At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success. The LISTEN awards were presented to customer engagement analytics users whose efforts had a direct impact on improving business results for their companies.

Artificial Intelligence 260

Artificial Intelligence AI Sales Innovation 260

Fonolo

NOVEMBER 29, 2023

Active listening is an essential skill for contact center agents for one very good reason: customers want to be heard. They don’t like repeating themselves, and they definitely want to know you are listening to them. This is where active listening comes in. Active listening is not a character trait some people are born with.

Contact Center 87

Contact Center Customer Satisfaction Healthcare Start-ups 87

CX Accelerator

JULY 8, 2019

There are many ways to listen. People listen with their eyes, and with their hands (remember the movie: A Quiet Place ). Listening is a central process in the way people survive. If you are not actively listening, critical information is missed. So much to consider when listening to what someone is saying.

Gaming 175

Gaming Customer Service Customer Experience 175

Customer Think

OCTOBER 18, 2023

We all know the importance of listening; of connecting with others by deeply hearing them share thoughts, ideas, and feelings; by being present and authentic. We work hard at listening without judgment, carefully, with our full attention. WHAT IS LISTENING? But are we hearing others without bias? I contend we’re not.

57

57

Callminer

NOVEMBER 20, 2019

This year’s annual LISTEN user conference was the largest yet with 413 attending the event! It's hard to believe it's "in the books!" Here's our wrap up!

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182

Customer Think

NOVEMBER 8, 2022

During the listening process, our brains arbitrarily filter out, or reconfigure the uncomfortable, unknown, or confusing, to make what’s been said match something our brains are more familiar with. The problem with accurately hearing what others mean to convey is not that we don’t hear their words accurately.

Sales 113

Sales 113

Callminer

SEPTEMBER 10, 2019

High quality Customer Listening programs always meet the same 5 standards. Failing to meet these standards often steers companies off course.

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182

Adrian Swinscoe

FEBRUARY 25, 2022

Brands should listen to them first appeared on Adrian Swinscoe. In early December, Cogito published some new research designed to capture consumers’ understanding of artificial intelligence (AI), their overall perception and utilization of it, and any […]. The post Customers know how to solve data, privacy and AI trust issues.

Artificial Intelligence 246

Artificial Intelligence AI 246

Fonolo

AUGUST 29, 2023

Call centers are at the heart of modern customer service and that makes active listening an indispensable CX tool. As call center managers, you have the power to train and encourage your agents to become active listening experts; enhancing customer satisfaction and loyalty. Bonus: It makes your agents’ jobs more interesting , too.

Contact Center 67

Contact Center Construction Customer Satisfaction Start-ups 67

Callminer

JUNE 25, 2019

We are excited to announce the keynote lineup for our annual speech analytics user conference, LISTEN, November 4-6, 2019.

182

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Experience Investigators

JULY 20, 2021

Serious investments are made into HOW organizations listen to customers. This means respecting the customer enough to carefully consider, design and plan for what, how, and where we listen for feedback. A Customer Listening Assessment Can Help. Related: Improving Your Voice of the Customer Listening Posts?

CX 131

CX Close the Loop Social Media Voice of the Customer 131

Callminer

OCTOBER 30, 2019

Don’t miss the opportunity to meet and network at LISTEN 2019. Speech analytics is a complex industry, but our women employees make it look easy.

182

182

Callminer

OCTOBER 28, 2019

At LISTEN, experience our most complete and advanced AI track to date with an AI-centric keynote and four dedicated AI sessions ranging from moderate to expert level.

AI 182

AI 182

Fonolo

JULY 13, 2023

Active listening skills are the foundation of effective communication. empathy #custserv #cx Click To Tweet Why is Active Listening Important in Customer Service? It’s critical to engage in active listening to make that person feel truly heard, understood, and served. People just want to be listened to.

Customer Service 67

Customer Service Contact Center Social Media Start-ups 67

Customer Think

JULY 17, 2023

At the end of 2022, nearly two-thirds of marketers agreed that social listening had increased in value over the past year, according to Hootsuite. Social listening involves extracting and analysing publicly available information from social media channels, allowing a brand marketer to get closer to […]

Social Listening 94

Social Listening Actionable Insights Social Media 94

MyCustomer Experience

JULY 20, 2022

By listening to them, you can learn what they want and need from your. 9th Aug 2022 Customer listening is your best long-term strategy. Customers are your best source of business and market insights. By Michael Hinshaw Founder and President.

CX 137

CX 137

Heart of the Customer

MARCH 22, 2022

Most Brands Just Aren’t Listening. This despite organizations focusing on and investing more in CX than ever before. SuperOffice’s survey of 1,920 business […]. The post Customers Give Feedback Every Day. appeared first on Heart of the Customer.

Customer Satisfaction 143

Customer Satisfaction CX Customer Experience Customer Journey Map 143

Callminer

MARCH 1, 2020

Time to reflect, as this time last week we held the first event of this years’ LISTEN World Tour in central London, to great success.

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182

C3Centricity

JUNE 17, 2023

That’s why real-time feedback and social listening in today’s customer-centric landscape are […] Things are moving faster than ever these days, aren’t they?

Social Listening 90

Social Listening Customer Service 90

Heart of the Customer

MARCH 10, 2022

The post Easy Listening…and CX Learning appeared first on Heart of the Customer. And with a hint of spring in the air, those of us in northern climes will soon be able to do that more comfortably, more often. In addition to warmer weather, this spring may also usher in a host of […].

CX 78

CX Voice of the Customer Customer Experience 78

Customer Think

JANUARY 28, 2024

Source: Pexels As an agent working in a busy contact center, it’s important to remember to take a step back from the constant chatter and practice your listening skills. Why you may ask? Surveys show that customers are more satisfied when they feel their thoughts and concerns are actually being heard.

Contact Center 52

Contact Center 52

Kate Nasser

NOVEMBER 15, 2020

When you want to stop listening, wait & listen for the next listening epiphany. Power of listening from Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post Listening Epiphany: Discover Your Future | #PeopleSkills #LeadMorale #CustServ appeared first on KateNasser.com.

Sales 98

Sales Customer Service 98

ClientSuccess

JANUARY 16, 2023

Listening Vectors by Vecteezy. Providing exceptional customer success begins with listening to your customers. To gather the most helpful feedback, listening skills are essential and yet are difficult for many to implement because all too often, we are listening to respond, not to understand. Make Listening a Priority.

Social Media 64

Social Media Customer Feedback Customer Experience Customer Service 64

Customer Think

APRIL 11, 2023

Our brains make it difficult, if not impossible, to fully or accurately comprehend what our Communication Partners wish to convey.

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116

Customer Think

MARCH 20, 2023

Do you enter conversations to listen for what will confirm your assumptions? Do you assume the responses to your questions provide an accurate representation of the full fact pattern – ‘good’ data – on which to base your follow-on questions?

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62

Experience Investigators

OCTOBER 27, 2020

The plan typically includes suggestions for customer listening posts. Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. Listening posts: Help us understand individual customer needs and experiences closer to real-time.

Voice of the Customer 130

Voice of the Customer Close the Loop VOC Social Media 130

The DiJulius Group

JUNE 28, 2023

What does it really mean to listen to your customers and harness the power of their voice? Read Full Article The post 121: Listening to What Your Customers Are Saying appeared first on The DiJulius Group. Read Full Article The post 121: Listening to What Your Customers Are Saying appeared first on The DiJulius Group.

VOC 52

VOC Voice of the Customer Customer Service 52

Callminer

FEBRUARY 23, 2017

There are additional drawbacks to multitasking: When our brains attempt to juggle multiple projects, we lose the ability to definition of active listening: Fully interacting with another person, without distraction. Customers feel heard when agents employ active listening techniques. How will you increase active listening?

Contact Center 140

Contact Center Retail AI Technology 140

The DiJulius Group

JANUARY 30, 2023

Read Full Article The post Talking Less, Listening More: Can You Keep Quiet For Longer Than 18 Seconds? However, that passion tends to be a major problem for me when it takes over and I just start dominating the conversations. So, when I’m on Zoom calls, I literally had to. appeared first on The DiJulius Group.

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103

Callminer

NOVEMBER 15, 2022

CallMiner's VP of Product Management, Bruce McMahon, talks about highlights from his LISTEN 2022 keynote, including recent innovations and future investments.

Innovation 67

Innovation 67

Callminer

AUGUST 14, 2017

We’ve rounded up 50 of the top customer experience podcasts so you can spend more time listening to industry thought leaders and less time searching.

Customer Experience 265

Customer Experience 265

Sprinklr

SEPTEMBER 1, 2021

“Listening is a magnetic and strange thing, a creative force. The friends who listen to us are the ones we move toward. When we are listened to, it creates us, makes us unfold and expand.” How much of your time do you really spend listening, in your personal life and in your professional life?

Start-ups 74

Start-ups 74

Callminer

SEPTEMBER 19, 2018

Listening and showing empathy is key to success when handling emotionally charged customers. The research shows that customers have a simple expectation – they want to be listened to. Sadly, the research shows that only half that number (23%) feel listened to after the call.

Customer Experience 140

Customer Experience 140

Customer Bliss

APRIL 15, 2020

I want to talk about listening, and especially listening to your customers right now. How do you listen? So I want to share my thoughts on six key ways in which we should continue to listen to and communicate with our customers—and our teams. Listen with Humanity. Smash the Rules on Who Listens.

CX 121

CX 121

Kate Nasser

NOVEMBER 15, 2020

When you want to stop listening, wait & listen for the next listening epiphany. Power of listening from Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post Listening Epiphany: Discover Your Future | #PeopleSkills #LeadMorale #CustServ appeared first on KateNasser.com.

Sales 75

Sales Customer Service 75

Customer Service Life

JUNE 8, 2020

You need other ways to listen to your customers. There are many other ways to listen to customers. There are a number of other ways to listen to customers. Those are just some of the many ways to listen to customers without a survey. Is there anything you’d add to this list? Leave a comment below with your thoughts.

Contact Center 114

Contact Center CX Customer Survey Customer Service 114

Sprinklr

SEPTEMBER 9, 2021

Many modern brands recognize the importance of capturing customer feedback from social media and other digital channels, but, at the same time, their social listening strategies still fall short of their potential. What are the goals for your social listening tool? Who benefits from using a social listening tool?

Social Listening 110

Social Listening AI Social Media CXM 110