10 Keys to PCI Compliance in the Call Center
Callminer
APRIL 17, 2014
Failing to protect customer privacy can result in serious fines and reputation issues. Here are 5 keys to PCI compliance in the call center.
April, 2014
207 
The Conflicting Nature of Customer Service
Win the Customer
APRIL 14, 2014
'Bad service happens because there’s an inherent disconnect between the expectations of the customer and the demands of the call center.
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Why Great Customer Service Isn’t Enough to Be Customer-Centric
PeopleMetrics
APRIL 2, 2014
'I recently sent out a pitch on HARO (Help A Reporter Out). If you haven’t gotten on the HARO bandwagon, you’re missing out. It is a fantastic network of news sources with journalists and expert opinions. And everyone’s technically an expert in something. So pro-tip: you sign up, you benefit. Last week I wrote on a bad customer service example in social media, " How To Disappoint Customers on Social Media: A Cautionary Twitter Tale " and was interested in exploring what custome
Matching Marketing Technology to Business Strategy: A Starting Framework
Customer Experience Matrix
APRIL 15, 2014
'As you may know, I’m working with Scott Brinker of Chief Martech blog fame and Third Door Media on the MarTech marketing technology conference set for August 19-20 in Boston.* When Scott asked for content suggestions during the early stages of the conference planning, my reaction was that one thing everyone needs is a framework for relating marketing technology investments to larger business strategy.
Why Tech-Forward Tax and Accounting Firms Have the Inside Track to the Future
Speaker: Joe Wroblewski, Sales Engineer Manager
Automating time-consuming manual tasks can save your firm hundreds of hours–and thousands of dollars. But it can also have longer-lasting benefits, like helping you attract and retain the next generation of CPAs, and we don’t need to tell you how important that is amid the current generational staffing crisis in the tax and accounting profession. You'll want to save your seat for this new webinar with industry expert Joe Wroblewski, where we'll explore how to: Maximize ROI with Cost-Effective Te
Dr. Fayez gives ProProfs Training Maker top scores for its excellence and simplicity
ProProfs
APRIL 23, 2014
'Name: Dr. Fayez Al Farhan . Job Title: Founder & President of MBDLE. Website: www.mbdle.com . Location: Saudi Arabia .
Should You Socialize Your CEO?
1 to 1
APRIL 16, 2014
'From Facebook and Twitter, to Instagram and Pinterest, social media continues to prove it''s not just some trend, but also an emerging platform for individuals and brands to connect and converse. But, as social media expands into an enterprisewide initiative, more companies beginning to consider to pros and cons of bringing their CEO into the mix. While many feel this step would bring an added human element to their business, others worry that exposing their CEO to public scrutiny may backfire.
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More Trending
Service is Only as Strong as Your Strongest Link
Win the Customer
APRIL 21, 2014
'We all have weaknesses we''re trying to fix. But is a slight improvement in an area of weakness making the greatest impact to your service experience?
The Best Way to Encourage Customer Trust from the Inside Out
PeopleMetrics
APRIL 8, 2014
'In order to deliver a good customer experience, a company must first be customer-centric. Last week I wrote on the nuances of customer service and customer-centricity in “ Why Great Customer Service Isn’t Enough to Be Customer-Centric ” For those who are not reading my every post with rapt attention, I used the HARO (Help A Reporter Out) service to put out an APB for customer-centric companies to learn from.
Bottlenose Offers Real-Time Trend Intelligence For Social Media and Beyond
Customer Experience Matrix
APRIL 4, 2014
'I had an interesting briefing a few weeks ago from Bottlenose , which sells what it calls a real-time “trend intelligence” system. The general idea is almost boringly straightforward: monitor events as they occur and pick out new and interesting information. But the technology to make this happen is mind-bogglingly complex, since it includes real-time ingestion of diverse data types, several levels of natural language processing, and sophisticated trend detection.
Customer Service Week
Customer Service Training
APRIL 10, 2014
Customer Service Week; Celebrate the purpose of the work that you do helping customers
From Curiosity to Competitive Edge: How Mid-Market CEOs Are Using AI to Scale Smarter
Speaker: Lee Andrews, Founder at LJA New Media & Tony Karrer, Founder and CTO at Aggregage
This session will walk you through how one CEO used generative AI, workflow automation, and sales personalization to transform an entire security company—then built the Zero to Strategy framework that other mid-market leaders are now using to unlock 3.5x ROI. As a business executive, you’ll learn how to assess AI opportunities in your business, drive adoption across teams, and overcome internal resource constraints—without hiring a single data scientist.
Five Actions to Increase Customer Loyalty in 2014
1 to 1
APRIL 21, 2014
'April is Customer Loyalty Month, a great time for companies to take inventory of the best practices, processes, and metrics around how they''re engaging with customers across the enterprise in an effort to boost their loyalty. Here are five action items to help increase your company''s customer loyalty in 2014. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
6 Questions to Ask When Evaluating Speech Analytics Software
Callminer
APRIL 10, 2014
Investing in speech analytics software is a big decision. Check out these 6 questions to help you find a solution to suit your needs.
Build the Next Customer Experience Wonder of the World
Win the Customer
APRIL 7, 2014
'You don''t need notoriety. With persistence, teamwork, efficiency, effectiveness and individual responsibility have proven time and again to accomplish unfathomable tasks.
Does Your Company Pass the $20 Customer Trust Test?
PeopleMetrics
APRIL 23, 2014
'Customer trust is a topic that we are seeing in more and more of our clients’ customer feedback data. We have learned that customers define trust in two ways: The firm conviction in the reliability of an organization’s services and. The belief that they have your best interests in mind. If we get trust right there are great benefits to be realized including undying loyalty to the brand and positive word-of-mouth.
Breaking The Commerce Bottleneck: Your SAP Exit Plan Starts Now
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
Vocus Purchased by Private Equity Firm GTCR: This Could Be Interesting
Customer Experience Matrix
APRIL 9, 2014
'Vocus announced on Monday that they were being acquired by private equity firm GTCR for $446.5 million in cash, a premium of 48% over their stock market price. It’s still a modest multiple of 2.4 x revenue, compared with the 6 to 7 x multiples paid for ExactTarget and Responsys by Salesforce.com and Oracle and the 14 x that Marketo commands in the stock market.
Using Speech Analytics to Improve Sales Effectiveness for Agents
Callminer
APRIL 2, 2014
For performance marketers, the contact center plays a crucial role. Here are 3 ways speech analytics can improve agent performance in sales-based call centers.
Technology For Personalized Service In Non-Personal Customer Interactions
Win the Customer
APRIL 1, 2014
'Why do customers still hold on to the need to for a human-to-human interaction, even when the information available with technology is much more abundant and accurate than relying solely upon a human being?
Enhancing the Customer Experience For Successful Sales Lead Generation
Win the Customer
APRIL 3, 2014
'Some organizations thrive, and it’s usually because of high performing sales and service teams being closely aligned around a clear customer experience.
Next-Gen Cloud Contact Centers For Dummies®
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
3 Practical Tips for Streamlining Your Business Processes
Win the Customer
APRIL 10, 2014
'Focus on working smarter, not harder. Three tips can help you streamline your business and work cost effectively without cutting corners that impact your customers.
InfusionSoft ICON: Contined Focus on Helping Small Business
Customer Experience Matrix
APRIL 24, 2014
'Seth Godin gives speaks at so many conferences that I’m beginning to suspect there are several Seth Godin impersonators sharing the load. Be that as it may, Godin or someone looking like him gave a keynote at the InfusionSoft ICON conference this week, and he observed you only see videos of bicycle crashes on YouTube, not videos of people riding along smoothly.
Marketo Conference: Small Changes, Big Picture
Customer Experience Matrix
APRIL 10, 2014
'Marketo wrapped up its three day Marketing Nation conference yesterday, having once more displayed its own marketing prowess by attracting national media attention (see here and here ) with an appearance by Hillary Clinton. Still, the real focus was on Marketo’s own announcements, which included several product changes and a new positioning. (I wasn’t at the conference but Marketo briefed me on their plans.
Content Marketers Must Keep Customer POV in Mind
1 to 1
APRIL 30, 2014
'Content may be "king" to some, and "queen" to others, but as this emerging marketing strategy continues to occupy the minds of professionals across industries, one may soon argue that content represents the entire royal family. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
4 HR Priorities for 2025 to Supercharge Your Employee Experience
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Is Improving The Customer Experience a Moral Imperative?
1 to 1
APRIL 18, 2014
'When I ask government employees why improving customer experience (CX) is so important, I often hear a version of the same answer: "It''s the right thing to do." But I''m not about to take an easy answer like that at face value, so I dig deeper. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Making the Customer Experience Easy
1 to 1
APRIL 8, 2014
'Think about the companies that you like best. What sets them apart? Do they make it easy for you to transact with them? I recently had a set of highly aggravating experiences with a bank that I use that left me shaking my head at the lack of thought that was put into its customer experience processes for enrolling in an electronic payment system. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Taking Customer Service Beyond the Four Walls of the Contact Center
1 to 1
APRIL 29, 2014
'If you stop and think about it for a moment, we''re witnessing some dramatic changes as to how customer service is being delivered. For starters, today''s omnichannel customers are prompting companies to provide support across any and all of the touchpoints they use. Who would have expected even a few years ago that roughly one-third of enterprise companies would have dedicated handles for Twitter support?
Starwood's Rules for Social Listening
1 to 1
APRIL 13, 2014
'Digital and social trends are the key factors driving the evolution of retail marketing today. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
From Start to Scale: Driving Growth Through Seamless Payments Implementation
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
Applying the Art and Science of Integrated Marketing for the Modern Marketer
1 to 1
APRIL 11, 2014
'Far too long ago to mention, I listened attentively as my marketing professor elucidated the Four P''s of marketing. It was a different world then; smartphones and tablets weren''t en vogue, virtual events and Spreecasts didn''t exist, and Facebook and Twitter were rarely used for business. Magazines and newspapers flourished and face-to-face events reigned.
Are Your Customers Tuning In or Tuning Out?
1 to 1
APRIL 15, 2014
'There''s a ton of information that customers share with companies that can - and should be - used to develop more personalized, relevant, and contextual engagement with customers at the right time and in the right channel. Drawing on a full range of customer data has become a business imperative for marketers, particularly as customized content and messaging is needed to engage today''s finicky, highly mobile customer.
Learn How to Wow Your Customers From a Customer Service Leader
1 to 1
APRIL 28, 2014
'The best kind of experience a customer can have is one in which a company can meet her need or solve her problem completely effortlessly, without having to jump through hoops or overcome obstacles. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
How To Build A Customer-Centric Culture
1 to 1
APRIL 4, 2014
'In my recent report for Forrester, "How To Build A Customer-Centric Culture," I describe how customer experience professionals use three tools to embed customer focus in their organizations: There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Future-Proof Your Firm: Smarter Tech for Stronger Returns & Simpler Workflows
Speaker: Joe Wroblewski, Senior Sales Engineer
Is your tech stack working for you—or are you working for it ? 🤖 In today’s world of automation and AI, technology should simplify workflows—not add complexity. Seamless integration and interconnectivity are key to maximizing productivity, optimizing workflows, and improving collaboration. Join expert Joe Wroblewski for a practical and insightful session on how you can build a smarter, more connected tech stack that drives efficiency and long-term success!
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