Callminer
OCTOBER 11, 2017
A Definition of Cloud Call Centers Hosted in the cloud by a business server, a cloud call center is the hub of an enterprise that handles all customer communications.
Beyond Philosophy
OCTOBER 9, 2017
Theory is one thing. Implementation is another. Ideas are useless if you can’t apply them. The idea I often share is that customer emotions influence over half of your Customer Experience. However, just knowing customers are emotional doesn’t help your business….unless you know how to use this information to improve your business outcome. How your customers feel about your experience is the most significant factor to your Customer Experience success.
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Lumoa
OCTOBER 13, 2017
Customer experience consists of countless details, but at the end, it all comes to what a customer thinks of your brand. Sometimes, you think your brand and customer experience are the same thing. In reality, if a customer perceives your brand in a different manner compared to you, that would be your true customer experience. You could use millions of different methods to improve customer experience - from service design to detailed research and questionnaires.
Fonolo
OCTOBER 12, 2017
Serving the public comes with its own pros and cons. The cons: It can be super difficult to meet everyone’s expectations. The pros: When you do, it’s incredibly rewarding; nothing is more satisfying than a happy customer. If someone calls you, and you’re able to take them from angry to being pleasantly surprised and thankful, it’s certainly an accomplishing feeling.
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
Callminer
OCTOBER 12, 2017
A Definition of Cloud Call Centers Hosted in the cloud by a business server, a cloud call center is the hub of an enterprise that handles all customer communications. Because this center is in the cloud, it makes interacting with customers, including all inbound and outbound communication via voice, email, social media, and the internet, […]. The post Cloud vs.
Beyond Philosophy
OCTOBER 12, 2017
If you were to guess whether Millennials prefer to buy online (on their phones) or in brick-and-mortar stores, what would you guess? No Googling, either. If you guessed online, you are wrong. Per the Trendsource 2017 Retail Industry Report , it seems that millennial shoppers prefer physical stores for fashion, home improvement, and electronics. This news is ideal for retail, a sector repeatedly told they are the Beta Max or Laser Disc of tomorrow’s commerce preferences.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Fonolo
OCTOBER 11, 2017
You’re ready to outsource your call center, but not sure where to start. It’s a tale as old as time. Developing a concise strategy for exporting your customer service center can be a daunting challenge, but not impossible. It’s important to be thorough in your planning and not to be disheartened if you’ve started and stopped the process one too many times already.
ClearAction
OCTOBER 10, 2017
Solving Complex Challenges through B2B Customer Experience Lynn Hunsaker. “Our customer experience team really wants to make systemic and strategic changes that span the company, so we only tackle situations that our normal business-as-usual processes are not normally suited to tackle. Those tend to be situations that span multiple parts of the company, span multiple processes, and where there is no one that is holistically looking at a problem, that’s where our customer experience t
Totango
OCTOBER 12, 2017
The Totango team is headed to Las Vegas to talk customer success at TSIA’s Technology Services World (TSW) October 23-25 at the ARIA Resort & Casino. Don’t miss us at booth #26 and read below for info on our exclusive happy hour and lounge! TSW is a must-attend conference if you’re looking to stay at the forefront of the services industry.
Heart of the Customer
OCTOBER 12, 2017
Last year, Heart of the Customer and the CXPA partnered to discover the state of the art in journey mapping in our first “Journey Mapping Best Practices” survey. We’re now launching our second annual survey. Whether you’re a practitioner, vendor or thought leader, we’d love to hear your experience in journey mapping. Please take our […].
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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.
Fonolo
OCTOBER 10, 2017
Today’s demanding consumers have high expectations when it comes to the call center experience. A surefire way to fall out of favor with a customer is to leave them on hold for more than a few minutes. (For proof, head over to onholdwith.com and check out the feed of complaint-tweets.). The solution to hold-time is to offer a call-back as an alternative.
Customer Bliss
OCTOBER 10, 2017
Episode Overview. In our conversation, Maury Kask walks us through his journey from pitching the Board of Directors to engaging people across the company to being named Chief Experience Officer. Much of his methodology is rooted in seven work streams. We discuss those, and then how to turn the work streams (strategic level) into execution-level elements. .
ProProfs
OCTOBER 9, 2017
Imagine a scenario, where you are asked to memorize Newton’s laws of motion. I am pretty sure many of you would use the conventional method – ie. repeating the laws in order until they are engraved into your memory, while some of you may use an acronym or acrostic. It’s true that memorization techniques and learning methods usually vary from one individual to another.
Provide Support
OCTOBER 12, 2017
The cost of losing customers differs wildly between businesses, but it gets even higher if a customer is lost due to poor customer service experiences. No doubt, customer service has a long-term impact on buying decisions, with customers continuing to avoid companies years after the initial negative interaction. But what’s more, social media and online review websites enable bad service stories to be shared not only with family, friends or colleagues, but also with the general public affecting o
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.
Confirmit
OCTOBER 9, 2017
4 Key Take-Aways from My Webinar with Bruce Temkin. I recently had the pleasure of conducting a webinar alongside Bruce Temkin, CCXP Managing Partner & Customer Experience Transformist. In the webinar, we discussed the ways people and technology can and should work together to make the customer experience better. Since the webinar, I had a chance to reflect on what we heard.
Customer Bliss
OCTOBER 12, 2017
Above is the profile of restaurant entrepreneur Danny Meyer (Union Square Cafe, Shake Shack) which aired on 60 Minutes last Sunday. You can read an associated article here. As many of us probably already understand, the restaurant industry has razor-thin margins. While you can compete on cost (fast food), it’s very hard to only compete on cost.
ProProfs
OCTOBER 9, 2017
Imagine a scenario, where you are asked to memorize Newton’s laws of motion. I am pretty sure many of you would use the conventional method – ie. repeating the laws in order until they are engraved into your memory, while some of you may use an acronym or acrostic. It’s true that memorization techniques and learning methods usually vary from one individual to another.
Comm100
OCTOBER 11, 2017
Introduction. Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? Should it be customer service? Marketing? PR? Sales? IT? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above.
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.
Confirmit
OCTOBER 10, 2017
In research, we tend to spend a lot of time talking about “collecting data from consumers." With this type of language, it can almost seem as if consumers are nothing more than data receptacles. Consumers are, in fact, our clients’ customers. They are people with needs and expectations. And by your interactions with these customers in the research process, you are influencing their view of your clients' business.
DMG Consulting
OCTOBER 10, 2017
Question: Are voice recognition and voice biometrics the same thing? Answer: Simply put, voice recognition identifies what words are being spoken by an individual, while voice biometrics identifies the person saying those words. Voice recognition, also known as speech recognition or speech-to-text technology, identifies spoken words and phrases and converts them into text-based content that can be read, understood and utilized by machines.
C3Centricity
OCTOBER 8, 2017
Our customers are getting smarter every day. But are we performing smart marketing too? I don’t think so. When I have the chance to look at what most organisations are doing, I see that they are still living in the past of traditional media and have hardly dipped their toes into new media. Or they are using social media but still treating it as if it is traditional media!
CX Journey
OCTOBER 11, 2017
Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX. It appeared on their blog on March 24, 2017. There's a lot of talk about improving the customer experience. And there's a lot of talk about using surveys to listen to customers so that we know where we need to improve the experience. But have you ever considered that those very surveys are another touchpoint in the customer experience?
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
ClientSuccess
OCTOBER 10, 2017
Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Metrics help separate process that are working from processes that need more fine-tuning. While it can be tempting to just track overarching metrics that measure high-level numbers and sentiment levels, it’s actually critical to look at individual metr
DMG Consulting
OCTOBER 10, 2017
Welcome to the Hybrid World of Contact Center Software . The future of contact center technology is in the cloud, although not all systems and applications are going to be moved to the cloud at once. Therefore, the dominant implementation model for contact center technology, particularly in large environments, is going to be hybrid. This means that some systems and applications used by an enterprise will be in the cloud while others will be on-premise.
Confirmit
OCTOBER 9, 2017
4 Key Take-Aways from My Webinar with Bruce Temkin. I recently had the pleasure of conducting a webinar alongside Bruce Temkin, CCXP Managing Partner & Customer Experience Transformist. In the webinar, we discussed the ways people and technology can and should work together to make the customer experience better. Since the webinar, I had a chance to reflect on what we heard.
Confirmit
OCTOBER 9, 2017
Most of us don’t think that hard about the relationships we have with our insurance provider. It’s one of those necessarily evils that we deal with, but don’t dwell on – at least until we come to make a claim. But while we might not think about our insurers that much, it’s clear that many of the best insurance businesses in the US are thinking deeply about their clients.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
Confirmit
OCTOBER 9, 2017
Most of us don’t think that hard about the relationships we have with our insurance provider. It’s one of those necessarily evils that we deal with, but don’t dwell on – at least until we come to make a claim. But while we might not think about our insurers that much, it’s clear that many of the best insurance businesses in the US are thinking deeply about their clients.
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