Callminer

JULY 31, 2014

Speech analytics for collections can eliminate call center compliance risk, improve agent performance, and increase recovery rates. Here’s a closer look at how.

Compliance 182

Compliance 182

Win the Customer

JULY 7, 2014

'Innovation in technology is raising the customer service standard and we''re just beginning to see its impact in the customer experience.

Technology 144

Technology Technology Customer Loyalty Customer Service 144

Bill Quiseng

JULY 28, 2014

This week’s guest post is written by Ben Puzzuoli, Chairman of the Board at Cayzu Help Desk ( www.cayzu.com ). The real benefit of social media is in meeting people who share like interests. My very first management position was with Marriott Hotels. Back then, there were less than 35 hotels worldwide. Recently Marriott opened the J.W. Marriott Hotel in Washington, D.C., its 4000th.

Customer Service 143

Customer Service Social Media Start-ups Customer Experience 143

PeopleMetrics

JULY 9, 2014

'At PeopleMetrics, we are in the storytelling business. So naturally, we talk a lot about customer service stories gone bad. Our inboxes are full of horror stories forwarded from friends and family, and most of our conversations sound like, “Did you hear about that Comcast fiasco with Food Network Star Alton Brown ?” Most days, I cannot get the United Breaks Guitars song out of my head.

Customer Experience 116

Customer Experience Transportation Customer-Centric Organization Start-ups 116

Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting

Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical

Customer Satisfaction

Dennis Snow

JULY 22, 2014

Many companies I consult with are in search of that magical, all caps, bold WOW they can create for their customers that will result in insane customer loyalty. And I’m all for the big WOWs. I love to be on the receiving end of big WOWs. But there’s a problem – they’re hard to create. […].

Customer Loyalty 87

Customer Loyalty Customer Service 87

CX Journey

JULY 15, 2014

'In your company, is "customer focus" just a poster on the wall? Or is it a way of doing business? How many times have you walked into an establishment and been bombarded by posters or signs about customer satisfaction, listening to customers, great customer service, etc.? Do you wonder if those posters are just posters, i.e., all fluff and no stuff?

Customer Service 82

Customer Service Gaming Customer Satisfaction Customer Experience 82

Win the Customer

JULY 14, 2014

'Your customer experience journey can be judged on the effectiveness of discovery, engagement, usage and persuasion.

Customer Experience 141

Customer Experience Retail 141

Fonolo

JULY 16, 2014

Updated May 2020: Companies place a great deal of importance on meeting customer expectations. According to Forrester, nearly 95% of leaders say that providing a good customer experience is a top strategic priority, and 75% want to use customer experience as a competitive advantage. But it’s a big, crowded marketplace out there, full of consumers that want different things at different times via different channels.

Customer Service 67

Customer Service Customer Expectations Social Media Contact Center 67

ProProfs

JULY 24, 2014

'With ProProfs, you can easily share and receive information by working with our API. You can integrate your systems to seamlessly perform a number of tasks, one of which is tracking the progress of learners. Using our API, you can track learners without ever logging into ProProfs. You can instantly receive updated records of all the new users who have registered to your classroom.

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Dennis Snow

JULY 30, 2014

My wife and I are in the middle of a major home interior renovation. Seeing my home completely torn up has caused me several times to get on my knees and ask my wife, “How did I let you talk me into this?” She quietly assures me that it will be worth it when it’s […].

Customer Service 83

Customer Service 83

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

VOC

CX Journey

JULY 22, 2014

'Image courtesy of Tom with his Nikon Should companies offer guarantees for their products and services? Or is the better question, why don''t they? I saw a commercial the other day where the company offered a money-back guarantee for its product. That got me thinking, as these things often do, about guarantees. If we truly care about our customers, the customer experience, and keeping customers happy and returning, are guarantees a good idea?

Customer Experience 75

Customer Experience Touchpoint Customer Loyalty Sales 75

Callminer

JULY 10, 2014

Companies need to leverage real-time call monitoring and speech analytics to improve the customer experience. Here are 4 tips to consider.

Customer Experience 182

Customer Experience 182

Win the Customer

JULY 17, 2014

'Service providers often tie employee compensation with negative behavior, and the entire corporate culture is often toxic. This type of behavior is pervasive in corporate customer service and continues to take place.

Customer Service 138

Customer Service Customer Experience 138

1 to 1

JULY 1, 2014

'Marketing leaders are constantly striving to achieve the highest possible levels of customer engagement and to get the biggest bang out of their campaign efforts. But it''s often what goes on behind the scenes - and how well those activities and processes are managed - that ultimately determines the success of marketing programs. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

AI

ProProfs

JULY 20, 2014

'With ProProfs, you can now trace the time learners spend on every page of your training course. Our new feature lets you to not only see the total time taken by your learner on the overall course, but also analyze how much time they spent on every page as well. With this data, you can examine and break down the time spent on each page or learning module and get crucial insights about your learner.

Compliance 49

Compliance 49

Comm100

JULY 10, 2014

Thank you pages – pages that are displayed following the completion of a sale – are generally last on the list of content priorities for any brand or online retailer. After all, the sale has been made, the conversion is complete and it’s time to look for new customers and the next big sale, right? Wrong. The best business owners know that the probability for selling to an existing customer is 60-70%, whereas the probability for selling to a potential client, someone who has never purchased from

Social Media 40

Social Media Sales Start-ups Retail 40

CX Journey

JULY 29, 2014

'Image courtesy of dalbao Businesses are - knowingly or unknowingly - sabotaging their customer relationships. Customers don''t want to put up with it anymore - and they make sure their friends hear about it. After the popular post I wrote titled 19 Signs Customers Are Just Not That Into You , which sounded an awful lot like the romantic comedy, He''s Just Not That Into You , I was inspired by the title of another rom-com, How to Lose a Guy in 10 Days , for today''s post.

Customer Relationship 71

Customer Relationship Customer Loyalty Gaming Start-ups 71

Callminer

JULY 1, 2014

Read about the importance of analyzing customer conversations with speech analytics in this Resource Guide from CallMiner. Learn more.

182

182

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

AI

Win the Customer

JULY 4, 2014

'Social media may never become a traditional contact channel, but it''s still an effective tool for social engagement in customer service.

Social Media 133

Social Media Customer Retention Customer Service Technology 133

1 to 1

JULY 29, 2014

'I was recently reading a Forbes post by Micah Solomon which points to the importance of avoiding simple but critical language mistakes that often occur in customer service interactions. For instance, instead of an agent using terminology such as "You need to." to a customer, a more appropriate and customer-friendly approach would be "We find it usually works best when.

Customer Experience 53

Customer Experience Customer Service 53

ProProfs

JULY 15, 2014

'With ProProfs comments you can create insightful customer feedback surveys, which gather data around not only what your customer choices are but also reveal the motivation behind their choices. Often, customers feel restricted in answering simple ranking and rating surveys. By adding comment fields, you allow your customers to share the reasons for their decisions.

Customer Feedback 49

Customer Feedback 49

Win the Customer

JULY 30, 2014

'Effective home sales means striving to make deliver customer service so that others feel that you value them as a person and not just their business.

Customer Service 132

Customer Service Sales 132

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

Win the Customer

JULY 2, 2014

'When you show customer care, you’re proactive, you listen and understand customers, then deliver on needs before they even ask for it.

Customer Service 131

Customer Service Customer Experience 131

CX Journey

JULY 10, 2014

'Image courtesy of fuzzedbuzz I originally wrote today''s post for Intradiem. It appeared on their blog on March 17, 2014. What is big data? and how is it used to deliver a great customer experience? "Big data" has been defined in many different ways and seems to most often refer to the sheer volume of data, but for the purpose of this article, I''m going to refer to the data sources.

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

CX Journey

JULY 17, 2014

'I originally wrote today''s post for The DiJulius Group ; it was posted on their blog on May 15, 2014. Is your company short-sighted when it comes to the customer? I''ve been using the phrase "short-sighted" a lot lately, and it got me thinking about how too many companies are short-sighted when it comes to customer experience management. If you''re not familiar with the phrase, Merriam-Webster defines it as: not considering what will or might happen in the future; made or done without thinking

Customer Experience 70

Customer Experience Customer Experience Management Gaming Innovation 70

1 to 1

JULY 28, 2014

'Earlier this month, Google Co-Founder Larry Page entertained the notion of businesses implementing a four-day work week during a fireside chat with Google co-founder, Sergey Brin, when he said that everyone needing to work frantically "is just not true.". There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Entertainment 53

Entertainment 53

Speaker: Aaron Jacob, VP of Accounting Solutions & Reagan Cook, GTM Lead

Are you struggling to navigate the complexities and challenges that come with crypto accounting? 🤔 This new webinar will cover everything businesses need to know to get started with crypto accounting after incorporating crypto into their business models! Industry experts Aaron Jacob and Reagan Cook of TaxBit will thoroughly explore the prevalent operational hurdles encountered by accounting teams when interacting with crypto on the books, and detail how software solutions can effectively

1 to 1

JULY 30, 2014

'Can an algorithm replace or supplement content created by your employees? Some businesses say "yes" as they adopt algorithm-based solutions that are designed to churn out marketing content and other materials. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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1 to 1

JULY 20, 2014

'We''ve all called a customer service department at one point or another and have encountered pushy or unhelpful customer service reps. Last week, the experience that San Francisco-based tech blogger Ryan Block encountered with an unnamed agent when he called Comcast to cancel his service, takes the cake. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Service 52

Customer Service Customer Loyalty Customer Experience 52

1 to 1

JULY 22, 2014

'Companies are increasingly using customer experience metrics to gauge the health of their customer relationships. But as companies continue to up their investments in customer-focused initiatives, CEOs, CFOs, and other members of the senior management team demand to know what the returns are on those efforts. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Experience 51

Customer Experience Customer Relationship 51

1 to 1

JULY 15, 2014

'According to the 2014 Temkin Experience Ratings, wireless carriers rank in the middle of the pack with respect to the customer experiences they deliver, ahead of industries such as hotels and Internet service providers. My own recent experience with one of the largest carriers in the U.S. demonstrates how one customer experience can leave a lasting impression.

Customer Experience 50

Customer Experience 50

Speaker: Brad Pinneke, VP of Business Development at Payrix and Worldpay for Platforms

In this webinar, Brad Pinneke, Vice President of Business Development at Payrix and Worldpay for Platforms, will dive into the 7 must-have criteria for evaluating payments partners, helping you maximize both efficiency and the long-term value of your investment. From assessing technology capabilities to leveraging business development opportunities, this session will give you a clear, actionable strategy to select the right partner for scaling your business.

Compliance