Beyond Philosophy

DECEMBER 16, 2021

I heard an excellent success story about the digital transformation of a formerly analog experience at a recent CX Network Live event. To register for the next CX Network Live event, please click here. Dajani says he joined Nissan to fix some broken things in the car buying experience. However, COVID changed that.

Sales 195

Sales Consulting Consulting Customer Experience 195

Totango

DECEMBER 20, 2023

Additionally, Totango earned badges for Most Implementable (highest implementation score) and Fastest Implementation (shortest go-live time). This index combines customer satisfaction with ease of use, ease of administration, meeting requirements, user adoption percentage, and the number of reviews received on G2.

Enterprise 108

Enterprise Customer centricity Benchmark Upselling 108

Beyond Philosophy

AUGUST 21, 2017

Every business is driven by human interactions – between management and employees, employees and customers, customers and their friends and followers. These interactions are by nature ambiguous, irrational and based on emotions. Our saying at Beyond Philosophy is that “None of us are as clever as all of us.”

Consulting 351

Consulting Consulting Healthcare Coaching 351

Beyond Philosophy

APRIL 9, 2021

Learning about the way people process social information can potentially lead to more efficient interactions within organizations. There are limits that are challenging for us to overcome. The part of our brain designed to manage social interactions has some biological caps on it. Yep, you guessed right, not much.

Management 391

Management Accountability Consulting Consulting 391

Beyond Philosophy

JUNE 28, 2017

Add to that the $300 touchbar option – which is no doubt cool but will also require me to learn to use it in place of the function keys that are familiar and work just fine for me. They want purchasing decisions to be easy and they want it to be easy to interact with your product or service. Consider Your Customers.

Customer centricity 401

Customer centricity Consulting Consulting Technology 401

3CLogic

APRIL 10, 2024

With 48% of consumers stating they believe the lack of human interaction will negatively affect the service quality, and 54% of customers preferring to solve issues over the phone , offering seamless voice interactions is crucial for any leading contact center organization. This is sometimes easier said than done. The outcome?

Management 64

Management Call Logging CRM Call flow 64

Beyond Philosophy

APRIL 14, 2022

I was very pleased to have Chief Technology Officer of Zendesk Adrian McDermott ( @amcdermo ) join us and explain what these numbers mean and what organizations should do with their experiences to take this concept beyond lip service and do something with it. . I highly recommend reading the entirety of the CX Trends Report.

Contact Center 195

Contact Center Upselling Engineering Education 195

Beyond Philosophy

JUNE 4, 2015

To that end here are 3 tips for using the Omni Channel Approach and Mobile Technology to your advantage: 1. Macy’s is using the best of both worlds, both virtual and actual to drive business. DICK’S Sporting Goods use technology to their advantage. We use them all the time. And it’s working.

Customer centricity 353

Customer centricity Technology Marketing Customer Experience 353

Beyond Philosophy

AUGUST 15, 2019

With 11 books on marketing and Customer Experience, our guest Don Peppers , bestselling author, blogger, business strategist, and acclaimed keynote speaker, joins us to share his wisdom on the subject. Is it to reward people who interact with customers? We discussed measuring Customer Experience correctly in a recent podcast.

Metrics 312

Metrics Finance Surveys Consulting 312

Beyond Philosophy

FEBRUARY 5, 2018

But I have issues with any approach that takes humans out of the interaction altogether. If Amazon Go really is well-staffed by smiling, helpful employees, this could lead to more positive interactions between employees and shoppers and therefore a better customer experience than if there were traditional cashiers.

Consulting 250

Consulting Consulting Big data Banking 250

Beyond Philosophy

JANUARY 4, 2022

Tina works for an engineering company in Australia and recently joined the New Zealand office. Tina wrote to us on the podcast about this pickle she is in, and it’s interesting. Sparing you the details, let’s say after a series of things that occurred in his interaction there, he was a convert.

Engineering 221

Engineering Consulting Consulting Best practices 221

Vistio

FEBRUARY 5, 2024

Call centers are hubs of customer interaction and service, where agents handle numerous calls, each with unique challenges. Traditionally, training centers rely heavily on one-on-one role play involving live scenarios where one agent plays the role of a customer and the other plays the agent.

Call Center 52

Call Center call center software Feedback Personalization 52

OctopusTech

JULY 31, 2023

As competition heats up, businesses choose live chat outsourcing method to attempt to separate from the crowd and create genuine connections with their customers. Live chat has emerged as a game changer in this environment, enabling firms to build real-time, individualized connections with website visitors and potential customers.

outsourcing 62

outsourcing Sales Upselling Abandon rate 62

Beyond Philosophy

OCTOBER 21, 2021

One of my leadership and career philosophies is “None of us are as clever as all of us.” We have much to learn from people that disagree with us. Without dispute, we live our lives in an echo chamber. My sympathy faded, and disappointment replaced it. He was good at empathizing with customers and calming them down.

Chief Customer Officer 195

Chief Customer Officer Contact Center CRM Call Center 195

ProProfs Blog

JANUARY 28, 2021

Most customers aren’t very vocal when it comes to the services they use unless you ask them to be. Finding the right channels and tone to communicate with your customers will not only get you the feedback you’re seeking but will also open new doors between you – the product owner – and the people who are using your product.

Feedback 148

Feedback Surveys Customer Support Sales 148

Creative Virtual

DECEMBER 8, 2022

As the end of 2022 draws near, it is time once again for Creative Virtual’s annual year in review blog post. Whether it’s through our product development or our collaborations with individual clients, it’s important to us that we consistently deliver the best solutions possible. By Mandy Reed, Global Head of Marketing.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

Aspect

MARCH 2, 2020

Users of Aspect® Workforce Management know that our workforce optimization solutions increase productivity for agents while enhancing their work lives—from flexible scheduling to easily managing their schedules via smartphone. . With so much to offer, are you truly using your WFM solution to the fullest?

Management 62

Management Customer Experience 62

Fonolo

SEPTEMBER 4, 2018

So, there is no direct impact – at least via this use case – on the call center world. We addressed this on the blog: No, Google’s Duplex is Not Going to Replace Call Centers. They just happen to be doing their job while interacting remotely, rather than in person. Happened to me last week. Self-Service Substitution.

Call Center 209

Call Center Self service Contact Center Chatbots 209

Cisco - Contact Center

FEBRUARY 19, 2020

We inherently perfect the pattern and it then creates a unique and differentiated expression of who, what and how others identify us. Certain meaningful experiences stand out in our memory and can have an extraordinary impact on our lives. This is equally as true in business, as it is in our personal lives. Learn More.

Contact Center 88

Contact Center contact center solutions Enterprise Engineering 88

Beyond Philosophy

NOVEMBER 10, 2022

Her website, zoechance.com , also has numerous content resources regarding using interpersonal influence for a positive impact. People on the other side of the tactics felt, well, used, as if they were a means to an end rather than part of meaningful interaction. In addition, half of the profits from her book go to 350.org

Telemarketing 195

Telemarketing Healthcare Customer effort Personalization 195

Fonolo

OCTOBER 5, 2023

Join us Oct. 25, 2pm ET/11am PT for a live 30-min webinar. Which brings us to another uncomfortable question. Props to Jeremy Watkin , Director of Customer Experience and Support at NumberBarn, who first posed the question on Twitter and got us thinking about the topic.) Save your seat!

Interactive Voice Response 57

Interactive Voice Response Chatbots Self service Virtual Agent 57

VirtualPBX

JULY 21, 2023

Among the plethora of tools available, Quick Response codes stand out as a powerful asset capable of elevating customer experiences and fostering meaningful interactions. However, it is unfortunate that a significant number of businesses remain unaware of how to use QR codes. million in 2022 to 99.5 million in 2025.᠎

Gamification 52

Gamification Advertising Sales Marketing 52

Beyond Philosophy

NOVEMBER 6, 2017

It’s where clients get the opportunity to talk to a ‘real person’, whether it’s by phone, live chat or even something as simple as email, and it’s where your employees have the greatest chance to take ownership of the customer experience. 1 – Make it easy for people to get in touch. 2 – Manage your communication flow.

Contact Center 278

Contact Center Wait times Call Center Customer Experience 278

Aspect

OCTOBER 3, 2018

I’ve had a few interactions recently with customer service departments. They weren’t terrible but I certainly couldn’t say that any of them were quick, convenient or exceptional interactions either. Join us for a 30- minute live demo to get a first-hand look at Aspect Via features, capabilities and ease of use.

APIs 107

APIs Self service SaaS Enterprise 107

360Connext

OCTOBER 17, 2018

We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it. It means internalizing what promises were made to customers and then living up to those promises. Loyalty is not granted generationally based on what brands our parents used.

Customer centricity 144

Customer centricity Customer Experience Sales Marketing 144

Creative Virtual

OCTOBER 4, 2021

This is my sixth year creating a blog post roundup to kick off Creative Virtual’s celebration of Customer Service Week. It’s a post I look forward to writing every year even though it’s always difficult to narrow down a year’s worth of informative blog posts into just a couple handfuls to include. Happy Customer Service Week!

Customer Service 52

Customer Service Virtual Agent Chatbots Self service 52

AWS Machine Learning

NOVEMBER 3, 2023

Historical data has shown us a few instances where the ball’s velocity exceeded the 130 km/h mark in Bundesliga, with the all-time record being a jaw-dropping shot at 137 km/h by Bayern’s Roy Makaay. The fastest shots often result in spectacular goals that live long in the memory of fans. Hammer” from ardent fans.

Metrics 88

Metrics Telecommunications Consulting Consulting 88

Quality Contact Solutions

SEPTEMBER 22, 2022

In 2022, there are many options for lead generation and many businesses use several strategies as part of their overall marketing plan. . Use one or multiple of these and see what works best for you. You can use several platforms for your ads, like AdRoll, MailChimp, and Facebook, but Google remains the most popular.

Telemarketing 98

Telemarketing Advertising outsourcing Marketing 98

Comm100

JANUARY 21, 2021

There are many digital customer service tools for small businesses to choose from, but there’s only one that stands out with real-time, accessible, and cost-effective support – and that’s live chat. How many channels offer as many benefits as live chat does for both the customer and business? What is live chat? . Cut down costs.

Surveys 98

Surveys Marketing Customer Support Sales 98

Beyond Philosophy

NOVEMBER 15, 2019

Customers have an idea of whether you are a low- or high-priced store almost before they ever interact with you. It was historically a working-class neighborhood with many immigrant families living there. That means most of us assume that an Apple product will be more expensive than the competition.

Construction 301

Construction Consulting Consulting Airlines 301

Comm100

MARCH 6, 2022

If credit unions want to keep up, it’s crucial they join them on this path towards digital transformation. We’ve looked at how live chat can help credit unions improve member engagement , but to take this to the next level, chatbots are essential. They really enjoy the convenience of live chat overall.”

Chatbots 61

Chatbots Banking Surveys Personalization 61

Comm100

MARCH 2, 2022

Credit unions are not-for-profit and are owned by the people who use its services – their members – rather than shareholders or investors like banks typically are. Many consumers choose to join a credit union based on this principle, and so expect to receive the very best member engagement that reflects this priority.

Chatbots 52

Chatbots Banking Personalization Wait times 52

bold360 Blog

JUNE 26, 2019

In this day and age, consumers expect nothing short of a world-class customer experience — whenever and however they interact with a business. Bold360 has won a Top Rated award for both live chat software and social media customer service software,” said Megan Headley, VP of Research at TrustRadius. scoring criteria. .

Customer Service 61

Customer Service B2B industry standards Feedback 61

Creative Virtual

OCTOBER 18, 2022

I joined the podcast’s panel of experts for Season 7, Episode 3 which was released on 29 September 2022. Bradley led us in a discussion of these four news stories: Siri, Alexa and Google Home make children rude, anti-social: study (NY Post). Here are the new features Amazon is adding to Alexa (Engadget).

Technology 52

Technology Personalization 52

Toister Performance Solutions

MARCH 12, 2020

I look for three things when selecting a platform to use: Is it easy for participants to use? Does it include interactive features such as polling and chat? I currently use Zoom because it checks all the boxes. A good webinar should be just as engaging as a live event, even if that engagement is a little bit different.

Personalization 62

Personalization Customer Service 62

Talkdesk

OCTOBER 1, 2020

Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. Not being able to access these essential services has a downstream impact on employment, living situations and even access to health and financial care. The era of on-premise systems, installed on companies’ physical servers, is behind us.

Banking 74

Banking APIs Contact Center Best practices 74

Spearline

JULY 4, 2022

Fuelled, in part, by the remote communication needs of the Covid-19 pandemic, use of WebRTC solutions has grown significantly in the last few years. Enterprises are increasingly finding new ways to use the technology to help them provide the best customer service, as well as improved internal communications. What comes next?

Enterprise 98

Enterprise APIs Metrics Technology 98