Customer Think

APRIL 23, 2024

For retailers with vast global supply chains, managing hundreds of disparate sites from manufacturing, and warehousing, to stores and customer delivery, and having to deal with geo-political and economic issues disrupting the entire chain of events, the prospect of getting an overview of their sustainability impact is, to put it mildly, a challenge. (..)

Retail 52

Retail Manufacturing Technology Technology 52

MyCustomer Experience

MAY 30, 2022

CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 31st May 2022. By Rhys Fisher Staff Writer.

CX 52

CX Customer Experience 52

Hodusoft

APRIL 17, 2024

Provides Multiple Options After greeting the caller, the auto attendant provides multiple options in the form of press 1 for a specific thing, press 2 for another thing, and so on. Takes the Input After the caller presses the button, the auto attendant takes the input. For example: “For sales inquiries, press 1.

Real Estate 52

Real Estate Hospitality Hospitality Healthcare 52

Customer Think

MARCH 7, 2024

In the previous article in this series on Outcome-Centric Selling® we addressed the importance of identifying and targeting our customer’s most pressing business issues – and now we are going to turn our attention to identifying and targeting our most valuable potential customers.

Sales 83

Sales 83

Confirmit

JANUARY 14, 2020

As a Market Researcher, Customer Experience (CX), or insight professional, you are continually striving to understand consumer behavior and to deliver insights that motivate your stakeholders to drive actions - could video be the answer? Watch Video.

Gaming 52

Gaming Voice of the Customer Innovation AI 52

Taylor Reach Group

FEBRUARY 8, 2019

The Taylor Reach Group, Inc., a globally-recognized call and contact center consulting and managed services firm focused on optimizing customer engagement, has announced that it is working with a worldwide leader in personal vision care.

Contact Center 80

Contact Center Healthcare Technology Technology 80

Uniphore

JULY 1, 2021

For press inquiries, contact Drew Pizzini at dpizzini@jacada.com. CX and contact center operations experts from Arise Virtual Solutions and Jacada will join Sheila McGee-Smith to explore the surprising insights lurking beneath the frustrations of real contact center agents. Register Now.

Social Media 218

Social Media Contact Center Customer Experience CX 218

Customer Think

JANUARY 9, 2023

A lot of people think that the impulse to buy something, to press that checkout button, is instinctive. It’s a quick, almost subconscious response when you see something you want. But there’s a lot more going on in people’s minds than just “see-want-buy.”

128

128

Callminer

DECEMBER 30, 2018

CallMiner had amazing product news, awards and press in 2018 and in case you missed it, below are 10 highlights from the year!

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182

Taylor Reach Group

FEBRUARY 15, 2019

Leading contact center and customer experience consultancy, The Taylor Reach Group, Inc., has announced that it has been contracted to perform site selection services for a new contact center for a world-leading financial management firm.

Contact Center 87

Contact Center Customer Service Customer Experience 87

CX Network

DECEMBER 25, 2022

With CX leaders pressed to make their budgets go further in 2023, CX Network offers tips from an expert panel on how to generate better value.

CX 103

CX 103

Customer Think

AUGUST 4, 2023

Introduction: As the world grapples with the pressing challenges of climate change and environmental sustainability, businesses and communities in the Asia Pacific region have turned their attention to emerging technologies that can drive positive impact.

AI 98

AI Technology Technology 98

Customer Think

FEBRUARY 6, 2024

” Publicis Groupe made that bold statement last week in a press release and presentation celebrating their performance from last year “after shifting from a holding company to a platform” […]

Engineering 45

Engineering Technology Technology 45

Uniphore

FEBRUARY 15, 2019

The old IVR phone trees (“press one for billing, press two for services…”) are being replaced by graphical or digital alternatives. The highly structured classification and prescriptive knowledge bases are being replaced (or fronted) with virtual customer assistants (VCA’s) or chatbots.

Technology 100

Technology Technology 100

Experience Investigators

FEBRUARY 13, 2024

In this episode of Experience Action, we tackle the pressing issue of meeting and exceeding client expectations, even when industry woes like staff shortages and technology hiccups threaten to sink our ships. Take a seat with Jeannie Walters as we chart a course through the complex seas of customer experience management challenges.

Customer Expectations 52

Customer Expectations CX Customer Experience Management Technology 52

Intercom, Inc.

JULY 14, 2020

At the end of the day, customers buy and use your product to solve pressing problems, not for your swag, and the less effort needed to get to their desired outcomes, the better. Gestures like these might spark joy for a moment, but none of them will guarantee repeat business.

Start-ups 249

Start-ups Customer Relationship Customer Loyalty Sales 249

Logicalware

MARCH 14, 2022

To speak with a sales representative, press 1. If you want to connect with a customer support agent, press 2”. But most of the time, there are many more options to choose from, numbers to press, and questions to answer before you can finally be routed to the right person or department. If you’re lucky, the menu is that simple.

Start-ups 96

Start-ups CRM Sales Technology 96

Fonolo

JANUARY 5, 2021

Here’s the typical virtual queuing process: The caller is played an ‘offer message,’ which usually comes after hearing an Estimated Wait Time, and sounds something like, “Press 1 to receive a call back instead of waiting on hold.” That way, the customer isn’t made to wait twice. Types of Virtual Hold.

Technology 143

Technology Technology Contact Center Customer Satisfaction 143

Beyond Philosophy

SEPTEMBER 13, 2019

This episode of The Intuitive Customer explores if there are times when the bad press can be good news for your brand. The circumstances of the attention, the bad press, and the goals for your organization all play a part in how you answer the question. There are times when the bad press is good news for your brand.

Customer Loyalty 121

Customer Loyalty Start-ups Customer Experience 121

Fonolo

DECEMBER 3, 2020

It allows your customers to select options on a smartphone screen, rather than replaying the audio options over and over (“Press 1 for X… press 2 for Y…”). TIP: A Visual IVR is a great alternative to a phone menu. Better accessibility. One of the biggest turn-offs for customers is not having access to support when they need it!

Contact Center 160

Contact Center Touchpoint Technology Technology 160

Customer Think

NOVEMBER 21, 2023

As we witness the rapid evolution of Large Language Models (LLMs) like GPT, a pressing […] While it’s tempting to view these developments as a sign of conversational AI becoming obsolete, the reality is more nuanced.

AI 59

AI Technology Technology 59

Customer Think

JULY 27, 2021

According to the press release “the acquisition is expected to help enhanc. On July 18, 2021, Zoom Video Communications, Inc. announced the acquisition of Five9, Inc. in an all-shares transaction. The transaction values Five9 at around $14.7

Contact Center 91

Contact Center Technology Technology 91

Taylor Reach Group

OCTOBER 28, 2019

Today, CX and Contact Center consultancy, The Taylor Reach Group, Inc. TRG), announced they are administering a Strategic Assessment for a leading stock transfer organization. The consultancy will conduct an essential health check of the firm’s customer experiences and Contact Center operations. “We

Contact Center 51

Contact Center Customer Experience NPS CX 51

Customer Think

NOVEMBER 24, 2023

The press release states that Altmann “was not consistently candid in his communications with the […] On Friday November 17, OpenAI announced that the company fired its figurehead CEO Sam Altmann and appointed Chief Technology Officer Mira Murati as interims CEO in a surprise move.

AI 40

AI Gaming Technology Technology 40

Myra Golden Media

MAY 2, 2022

I sourced my subscribers for the most pressing de-escalation questions, and on Thursday, May 5th at 11:00 am ET, I’m answering questions live! Meet me there? Here’s the link for my live Q & A.

Customer Experience 62

Customer Experience 62

Zendesk

JULY 27, 2022

Download our report to gain a clear understanding of the most pressing issues facing sales organizations today, what the dawn of conversational CRM means for your tech stack, and how you can come out stronger. At the same time, sales teams are overwhelmed by the growing volume of sales tools, and adoption of key capabilities is lagging.

Sales 98

Sales CRM Technology Technology 98

CX Network

APRIL 11, 2023

Voice of the Customer case studies and strategic advice from TSB Bank, Cambridge University Press and National Express

VOC 52

VOC Voice of the Customer CX 52

Fonolo

JUNE 3, 2021

Then they can choose to press ‘1’ to receive a call-back when an agent is available, so they don’t have to wait on the line. You’ll be hard pressed to find a customer who prefers having their service interaction split into multiple calls. Call-backs are fully customizable to your brand. First Call Resolution (FCR).

Technology 136

Technology Technology Contact Center Customer Satisfaction 136

Taylor Reach Group

NOVEMBER 1, 2019

Taylor Reach Group, Inc., an internationally acknowledged and leading CX and Contact Center consulting firm, announced today that they have been engaged to assess the BPO operational practices and policies with a view to improving agent retention.

Contact Center 59

Contact Center CX Compliance NPS 59

Customer Think

SEPTEMBER 14, 2023

A pressing dilemma many businesses encounter is the choice between evolving with time or remaining true to its original brand identity. In the bustling global marketplace, brands function as fluid entities, continuously adapting to an array of shifting societal trends and technological advancements.

Technology 52

Technology Technology Omnichannel Innovation 52

Conversation Agent

NOVEMBER 3, 2023

I got tons of press releases and requests to review sites. Meandering the inner workings of the human psyche When I started Conversation Agent (the blog) 17 years ago, people began sending me all sorts of things. I got added to site aggregators, and started receiving solicitations for calls (no, thank you) and link exchanges (ditto.)

40

40

Beyond Philosophy

DECEMBER 15, 2022

We might send a press release to see if reporters will pick up the story. So, if you want someone to write the story to be a collaborator, you might need to position the press release to highlight those things about your message that improve the economy. Frame it Properly. So, let’s say we have a story we want customers to hear.

Social Media 78

Social Media Entertainment Technology Technology 78

Shep Hyken

SEPTEMBER 28, 2021

Reilly also hosts The Q and A Sales Podcast, where he answers the most pressing questions facing today’s sales professional. .” About: Paul Reilly is a professional speaker, sales trainer, and author. He coauthored Value-Added Selling , fourth edition, and authored Selling Through Tough Times. New York Times ?bestselling

Sales 128

Sales Customer Expectations Customer Service Customer Experience 128

Intercom, Inc.

AUGUST 15, 2019

Jeff is the author of Lean UX (which teaches how to rapidly experiment with design ideas) and the co-owner of Sense & Respond Press , a publisher of short, actionable books for busy leaders. Sense and Respond Press. Sampling of books published by Sense and Respond Press. That’s the key to all of this. Dee: I like that.

Start-ups 179

Start-ups Innovation Engineering Retail 179

Zonka Feedback

JUNE 24, 2021

The score is base on user satisfaction (94/100) and press buzz (35/100) data gathered via Crozdesk's AI ranking algorithm. We, at Zonka Feedback , have got another reason to rejoice as Crozdesk's portal has recognized us as a Trusted Vendor 2021 with a score of 90/100 in the Feedback Management category ??.

AI 69

AI 69

MyCustomer Experience

APRIL 14, 2023

Luxury fashion brands continue to press ahead with their efforts to retain digitally mature luxury consumers. Forrester’s consumer surveys. 14th Apr 2023 By Forrester Independent research and advisory firm

52

52

Fonolo

NOVEMBER 7, 2017

The IVR experience (“press 1 for this… press 2 for that…”) has long been part of the contact center. You can read lots of coverage in the tech press touting chatbots as replacements for agents. Although it serves an important purpose, it is universally detested. I’m not even tackling that here.

Contact Center 118

Contact Center Customer Service Start-ups Customer Experience 118