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.

Compliance 207

Compliance 207

Beyond Philosophy

NOVEMBER 24, 2014

'I meet many organizations that say they want to exceed Customer expectations at every moment of contact. I tell them they are mad! No organization can afford to do this. “The first step in exceeding your customer’s expectations is to know those expectations.”. - Roy H. Williams, Author of the Wizard of Ads. For most organizations, just meeting their Customer’s expectations would provide a good experience.

Customer Expectations 167

Customer Expectations Net Promoter Score CEM Customer-Centric Organization 167

Customers That Stick

OCTOBER 9, 2014

'Language is important not just to how we communicate with our customers but to how we communicate with ourselves. The right words can put an irritated customer at ease and help you approach difficult situations with greater ease. Effective customer service language can take a long time to master, so I thought I would share a few quick language tips you can incorporate into your service communication immediately.

Customer Service 164

Customer Service Social Media Customer Satisfaction 164

Bill Quiseng

OCTOBER 27, 2014

This guest post is written by James Clifton , Social Media Manager at GetApp.com. This blog is all about Delivering the World’s Best Customer Experience. In my posts, I provide advice to improve face to face customer interactions. James and GetApp are focused on offering the best customer service technology solutions. As you read his post, you will see that whether it is in person or via social media, his five ways to improve customer service work for both.

Customer Service 161

Customer Service Social Media B2B Sales 161

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

OCTOBER 10, 2014

'So you’ve done everything possible to satisfy your customers. You’ve exerted all efforts to better your products and customer service. You treat customers like kings and queens, and provide everything to match their wants and needs all the time. Now how do you know if your strategies are working? How do you know if your […].

Customer Feedback 145

Customer Feedback Customer Service 145

Heart of the Customer

DECEMBER 18, 2014

'Effort is the bane of your customer experience. Or, as I like to say, “ Thinking is bad.” But is customer effort the right measurement to use? First, an overview. The CEB created the Customer Effort Score (CES) as a transactional measurement. You can see my early post here. Its original phrasing was “How much effort did you personally have to put forth to handle your request?

Customer Journey Map 138

Customer Journey Map Net Promoter Score Voice of the Customer Customer Experience 138

ClearAction

DECEMBER 19, 2014

Shared Vision is Essential for Customer Experience Strategy. If you've ever gone on an extended outing with several friends, you're sure to appreciate the value of having a shared vision among all, from the outset of your journey, about where you're going and why, how fast you'll go and when you'll pause and celebrate, and how you'll decide things along the way.

Customer Experience 116

Customer Experience Sports Customer Experience Management CX 116

ProProfs

MAY 29, 2014

'It has been an exciting month here at ProProfs with awards and recognition pouring in from all corners. An additional feather on ProProfs cap is the fact that our Quiz Maker is ranking on the top slot of 100+ learning tools on Listly. What makes us really proud and gives us immense delight is to know that ProProfs is the first choice of our users when it comes to learning.

95

95

Customer Bliss

NOVEMBER 6, 2014

'It’s not the fact that the silos exist that’s the problem. It’s their lack of coordination and conflicting metrics. Each faction of the company continues to establish their own plans, budgets and goals. The challenge of CX work is that it cuts across the entire organization and orchestrating a new behavior isn’t often factored in by the silos. In many strong siloed organizations, there’s an upstream swim to connect on the end-to-end hand-offs required for customer experience.

CX 91

CX Customer Experience 91

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

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

Callminer

DECEMBER 28, 2014

Attracting & retaining the right kind of talent in the call center can be a tricky business. Here are 3 steps to increase agent job satisfaction.

182

182

Beyond Philosophy

DECEMBER 26, 2014

'This time of year always has me thinking about the next one. It could be because I am already scheduling into January, February and so on, making next year feel even closer than it already is. Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you.

Net Promoter Score 167

Net Promoter Score NPS Customer Service CX 167

Customers That Stick

DECEMBER 18, 2014

'Meet Becky Lollar ! I grew up in Bartlett, TN and attended Union University in nearby Jackson where I earned degrees in elementary education. I taught Kindergarten for three years then chose to stay at home with my two daughters. After our first family trip to Walt Disney World, I was hooked! I now represent Magical Travel, an agency which specializes in selling Disney vacations.

Customer Experience 162

Customer Experience Sports Construction Social Media 162

Bill Quiseng

DECEMBER 15, 2014

This week’s guest post is offered by customer service expert Nicholas Goss. We both share a commitment to help small business owners Deliver the World’s Best Customer Experience. I connected with Nicholas first on Twitter and quickly began a fan of his customer service blog. He was kind enough to allow me to publish here one of his recent posts.

Direct Marketing 160

Direct Marketing Customer Service Customer Experience 160

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

Win the Customer

MARCH 7, 2014

'When you fall in love you gladly go the extra mile for that special someone every time. Everything you do, are, and want to be is what will make that special person truly happy.

Customer Service 145

Customer Service 145

Heart of the Customer

SEPTEMBER 11, 2014

'You would think that the return on customer experience is obvious. A better customer experience improves loyalty, and loyalty means you can spend more time serving customers than chasing new ones, resulting in cost savings. There are a number of studies that support this contention, including: Medalia reports that customers who report a great customer experience spend 140% more than those who report the worst experiences, and that a subscription-based customer are 72% more likely to remain a

Net Promoter Score 132

Net Promoter Score Non-Profits Customer Experience CX 132

PeopleMetrics

AUGUST 1, 2014

'At PeopleMetrics we’re all about gathering customer feedback. But we aren’t just helping companies to listen to their customers – we advise them to close the loop too (that is, follow-up on the feedback – get in touch – help solve a problem if need be.). Following up with a customer or prospect who took the time to reach out to you is key to building trust and solidifying your relationship with them.

Customer Feedback 121

Customer Feedback Close the Loop CX Customer Service 121

Callminer

DECEMBER 3, 2014

Enrollment at for-profit institutions makes up 12% of all postsecondary students. Here’s how speech analytics can help your call center drive compliance and accuracy.

Education 182

Education Compliance 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

Callminer

NOVEMBER 23, 2014

What are some of the best ways for call center agents to diffuse customer calls gone wrong? Here’s a look at 3 best practices.

182

182

Callminer

NOVEMBER 20, 2014

Take a look at 5 ways to deliver constructive (and motivating) feedback to your sales teams, improving agent performance and the customer experience.

Construction 182

Construction Sales Customer Experience 182

Callminer

NOVEMBER 10, 2014

CallMiner resource guide on how to provide multi-channel customer support in today’s digital era.

182

182

Callminer

OCTOBER 22, 2014

Take a look at 3 reasons why it’s important to see fast results from speech analytics. Read more on CallMiner's blog!

182

182

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

Callminer

SEPTEMBER 28, 2014

What can call center agents do to ensure they handle customer concerns efficiently? Sound like a real person (instead of a robot). Here’s how to do it.

182

182

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

Callminer

JULY 20, 2014

Researching customer personas can ensure the customer experience caters to an individual’s wants and needs. Here are 3 key questions to ask to identify your customer’s persona.

Customer Experience 182

Customer Experience 182

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

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

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

Callminer

JUNE 22, 2014

Think you know a lot about speech analytics?

182

182

Callminer

MAY 22, 2014

Are language barriers in the call center hurting your business? Here are 3 ways speech analytics can help you overcome these obstacles. Read more.

182

182

Callminer

MAY 15, 2014

Today’s customer expects a unified experience across communications channels. Here’s why customer service agents need to embrace multi-channel support for customers.

Customer Experience 182

Customer Experience Customer Expectations Customer Service 182

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience