Callminer

MARCH 20, 2017

Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor, and it’s up to you as a manager to cultivate a positive working atmosphere, foster a sense of ownership, and motivate your team to succeed. Of course, technology advances now […]. The post 100 Call Center Management Tips: Expert Insights and Advice for Hiring and Training Call Center Agents, Motivating and Engaging Your Team, Workforce Mana

Technology 260

Technology Technology 260

Uniphore

MARCH 17, 2017

Jacada is dramatically improving the experience of customer service at contact centers around the world. By providing the option to pivot an inbound call to a digital session, customers are able to bypass long hold times and effectively self-service their inquiry. This digital session is launched in-context, when required, and all without the need to download a mobile app.

Contact Center 173

Contact Center Customer Service 173

Customers That Stick

MARCH 27, 2017

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 151

Customer Service 151

Beyond Philosophy

MARCH 20, 2017

Customer-centric organizations are 60% more profitable than non-customer focused organizations (Deloitte and Touche). Forrester Research declares 2017 the year that businesses become customer-obsessed. So what is the secret? Providing ‘value’ to the Customer. However, most organizations are terrible at doing this and particularly bad at articulating it.

Non-Profits 137

Non-Profits Customer-Centric Organization Sales Start-ups 137

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

Win the Customer

MARCH 8, 2017

In a year of lackluster Super Bowl ads, one brand that stood out was a spot for antioxidant infusion drink Bai Brands, recently acquired by Dr. Pepper Snapple Group. The ad featured Christopher Walken reciting the lyrics for the 2000 N’SYNC hit “Bye Bye Bye,” accompanied by N’SYNC veteran Justin Timberlake looking on quizzically. The commercial combined humor with nostalgia to appeal to multiple demographics, targeting both Generation X audiences old enough to remember Walken in his

Customer Experience 118

Customer Experience Social Media Start-ups Sales 118

PeopleMetrics

MARCH 30, 2017

What are the Top 5 Mistakes that limit the success of a Voice of the Customer program? 1. Not getting executive buy-in: Leadership at the organization has to buy-into and ideally sponsor the VoC program. VoC programs change the culture of an organization by putting the customer first and responding to customers who have poor experiences. If an executive is not sponsoring the program, the company will not pay attention to the data or invest in the right responses to the data and the initiative wi

VOC 105

VOC CEM Voice of the Customer Customer Feedback 105

Uniphore

MARCH 30, 2017

For over a century we have been using machines, and as technology has advanced, they have taken on an increasing role in our lives, carrying out a variety of daily tasks. Today, it is safe to say we are even dependent for many things on machines designed to act intelligently. Nevertheless, when people hear the term “artificial intelligence,” the instinctual reaction is still one of confusion, concern, and even fear.

Artificial Intelligence 150

Artificial Intelligence Customer Service Technology Technology 150

ProProfs

MARCH 29, 2017

Hear this, businesspeople: Odds are you aren’t so good at listening. This isn’t just conjecture by disgruntled employees. It’s a statement backed by research. One study including hundreds of businesspeople found most of the participants only remembered half of what they heard immediately after a conversation. Many participants were fidgeting or not even paying attention.

Construction 99

Construction Start-ups 99

Beyond Philosophy

MARCH 27, 2017

Uber’s woes continue to escalate, and the ridesharing company is scrambling to get back on track. A few days ago, company president Jeff Jones decided to quit after just six months on the job. He cited the company’s culture as a reason, saying in a statement to Recode : “the beliefs and approach to leadership that have guided my career are inconsistent with what I saw and experienced at Uber, and I can no longer continue as president of the ride-sharing business.”.

Engineering 135

Engineering Retail Customer Experience 135

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. The cloud service company reports customer experience is the key differentiator in driving retention and acquisition, as companies that thrill customers at every touchpoint of the buyer journey are the ones most likely to keep customers around.

Retail 111

Retail Customer Experience Social Media Customer Acquisition 111

Advertisement

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

PeopleMetrics

MARCH 1, 2017

If you’ve been keeping up with this series, you're familiar with the idea of gathering continuous customer feedback. But it's important to note the changing environment for how that feedback is handled. Traditionally, customer satisfaction surveys have focused on collecting aggregate data. In the world of market research, this approach makes sense. It’s statistically accurate, high-level, and shows trending data—all great things for market researchers.

Customer Feedback 99

Customer Feedback Close the Loop Voice of the Customer Case Management 99

Callminer

MARCH 27, 2017

American Coradius International LLC, a leader in 1st and 3rd party debt collection services, has partnered with Massachusetts-based CallMiner to launch CallMiner Eureka Speech Analytics companywide.

182

182

Uniphore

MARCH 14, 2017

Why Digital Customer Service Should be a Top Priority. For a long time, companies have realized the importance of customer loyalty. Having a “good name” in business meant that people recommended buying from your company again and again. Read More.

Customer Loyalty 138

Customer Loyalty Customer Experience Customer Service 138

ProProfs

MARCH 17, 2017

Did you know that millennials love their ‘devices’? In fact, many of them consider these devices an integral part of their day-to-day life. Don’t get shocked. The reason for their dependency on the devices is simple. They have been using them for long. They are their preferred choice because these ‘devices’ are able to meet their demands quickly. In fact, it is believed that the growing demand along with the ability to deliver quickly has been responsible for the decline in average human attenti

Education 94

Education Technology Technology 94

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

Beyond Philosophy

MARCH 22, 2017

To be honest, I’m not lovin’ McDonald’s food! However, I’m lovin’ their plans to overhaul their Customer Experience to regain the 500 million lost customer visits. McDonald’s plan to upgrade to the “Experience of the Future “ has much to teach us all about how to adapt to the changing expectations of today’s discerning (and demanding) customers. McDonald’s rolls out the new experience to 2,500 U.S. locations by fourth quarter 2017.

CX 127

CX Entertainment Customer Loyalty Customer Experience 127

Customer Bliss

MARCH 14, 2017

Episode Overview. Diane has an interesting background for a CCO — she actually began as a technical writer. One of the more interesting aspects of this discussion is about the skill development necessary to grow into a customer-facing role — and how that professional journey can really start from anywhere. About Diane. Diane has been working since the early 1980s, serving in a number of transformative customer experience roles.

Sales 87

Sales Start-ups CX Touchpoint 87

PeopleMetrics

MARCH 1, 2017

Customer-centric businesses put customers at the core of the business, then make policy and process design decisions centered on the needs of those customers. That customer focus compels naysayers to label customer centricity as an ill-advised business strategy. What happens, those naysayers ask, when your heart pushes you to take action that interferes with a long and prosperous future?

Customer Experience 97

Customer Experience Voice of the Customer Customer Feedback 97

Callminer

MARCH 26, 2017

The Telephone Consumer Protection Act was enacted by Congress in 1991 to restrict telemarketing calls and the use of automatic telephone dialing systems

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

Uniphore

MARCH 24, 2017

New technologies for a new era. The contact center space is rapidly evolving, due to a range of exciting new technologies that will significantly alter the industry in the near future. Read More.

Contact Center 124

Contact Center Technology Technology 124

Customers That Stick

MARCH 30, 2017

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 87

Customer Service 87

Beyond Philosophy

MARCH 13, 2017

When I was a kid, my teachers labeled me the class clown. I wasn’t one for long winded jokes, but I was always ready with a snappy comeback, a sarcastic comment or a funny observation. My classmates loved my wisecracks, but I have to admit that I spent more time honing my sense of humor than reading my textbooks. As I’ve gotten older, I’ve held onto my wisecracking ways and yet, I’ve been successful in business.

Start-ups 125

Start-ups Customer Experience Customer Experience Management 125

Kerry Bodine

MARCH 8, 2017

This post originally appeared in my regular column in Touchpoint Journal , published by the Service Design Network. I’ve been a fan of service design since my introduction to it in grad school —and an active champion of the discipline since my initial involvement with the Service Design Network back in 2010. In fact, I’ve spent a significant amount effort over the past five years helping companies understand what service design is and how it can benefit their organizations.

Education 86

Education Innovation Government Start-ups 86

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

PeopleMetrics

MARCH 28, 2017

Today, content marketing is critical to your company’s success, and. utilizing social media is currently one of the best marketing strategies out there. Nearly everyone constantly carries a smartphone with them, and almost all of those people use Facebook. Why not utilize that fact to attract customers and build brand loyalty? If you choose to leverage Facebook to post content for your customers, remember to avoid aggressive advertising and sales pitches – content is about making your customers

Education 91

Education Entertainment Social Media Sales 91

Callminer

MARCH 22, 2017

It is safe to say that it’s now well past the time to call ‘omnichannel’ just a buzzword.

Omnichannel 182

Omnichannel Customer Experience 182

Uniphore

MARCH 14, 2017

There are many advantages to be gained from guiding customers into channels where they can resolve their problems without requiring an agent’s help. Read More.

74

74

Customer Bliss

MARCH 29, 2017

Guest Post by Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. Your character and reputation are a direct reflection of your values. Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. When I was young, I never really thought in terms of honor codes or values. I just knew there were certain things I needed to focus on; to do and to achieve.

Customer Loyalty 83

Customer Loyalty Touchpoint Sales Customer Experience 83

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

Beyond Philosophy

MARCH 8, 2017

We are fortunate enough to have two homes; one in England and one in the U.S. However, we are unfortunate enough to have two telecom providers; Virgin Media in England and Brighthouse, now Spectrum in Florida. Neither of them provides a Customer Experience worth mentioning—at least not in a positive light. Telecoms are bad at CX around the globe! Back in 2012, we did some research involving over 40 telecoms.

Customer Experience 124

Customer Experience Engineering Start-ups Gaming 124

ProProfs

MARCH 29, 2017

Are you using channel partners as a source to generate revenue for your business? It is true that using a large sales channel network for the distribution of a product can be excellent for sales. But with so many people representing your business, it isn’t an easy task to maintain your brand image. Moreover, equipping the channel partners with the right information, especially when you are handling an ever-growing network, is definitely tough and cumbersome.

Manufacturing 82

Manufacturing Sales 82

Return Customer

MARCH 1, 2017

Have you ever been treated to an unexpected gift from a company? It may have been money off your next purchase or a complimentary upgrade. Whatever the case, think about how that made you feel. Pretty happy right? A simple gesture can go a long way when it comes to keeping your customers loyal. Here are 5 practical ways that you can surprise and delight your customers. 1.

B2B 78

B2B Retail Customer Experience Customer Service 78

Callminer

MARCH 20, 2017

Call center managers are constantly looking for metrics to improve their agents' performance.

182

182

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