Wed.Feb 13, 2019

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Voice-First Experiences Offer Help in the Moment

Contact Center Pipeline

F?resh off another holiday season, Amazon, Google and other tech companies saw record sales of voice-activated devices. More Americans can ask Siri, Alexa or their Google Assistant to tell them the weather, the news, their favorite music or even play a game—without ever having to lift a finger. My Jeopardy knowledge is getting better everyday. […].

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Think Email Customer Service is Dead? Think Again

Bright Pattern

Social , SMS , live chat , and advanced self-service are creating quite a buzz in contact centers these days, but now’s not the time to forget email. It’s time to make it better. According to Leslie O’Flahavan of E-WRITE, many customers actually still prefer to use email for customer support. The phone remains number one, but ignoring email as a customer support channel isn’t wise.

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Will Adding More Call Center Agents Benefit You?

ChaseData

Expansion is an important part of growth for many companies. Adding more call center agents to your roster can be exciting and make things go much smoother for your facility’ daily operations – but is it really necessary? Will adding more agents truly benefit your center, or are you considering expansion purely for its own sake? Here is more information on how to determine whether adding more call center agents to your facility will truly benefit your center – or whether something else might be

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Five Ways to Say Thank You to Your Customers

ShepHyken

Valentine’s Day is tomorrow. This is the day where we send our spouses, partners, and loved ones a gift. Often it is out of obligation. I have plenty of friends who tell me if they don’t get their spouse some flowers and a card, they will pay for it. So we feel obligated to express our love and appreciation to those close to us. I’ve written several articles about this before, and my favorite one is called The Valentine Obligation.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Are You Making THIS Mistake with Theory in Your CX Strategy?

Beyond Philosophy

A psychology theory is all very well and good. However, if you can’t apply it to solve your practical needs, it is useless. However, there is another crucial thing you need to know about theory, especially regarding Customer Experience. People get theory wrong with Customer Experience. A lot. We discussed a common mistake a lot of people make with psychological theory in our recent podcast.

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10 Advantages of online surveys

ProProfs Blog

Customer feedback, consumer engagement, NPS, so and so forth… my online feed seems littered with articles on these topics these days. Pretty sure your emails are probably filled with such articles too. And to be fair, why wouldn’t they be! Online surveys have changed the data collection game for everyone involved. Be it a multinational corporation or a young start-up; online survey tools have made data collection easy for everyone.

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How AI Elevates the Customer Experience: Nexmo Voice and IBM® Voice Agent with Watson™

Nexmo

AI playing a leading role in the customer experience is no longer news; it’s becoming the status quo in 2019, because customers more than ever expect to have useful and contextual conversations with brands. Sophisticated, industry-leading AI, IBM® Voice Agent with Watson™ offers a new world of customer support experiences. IBM® Voice Agent with Watson™ […].

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How to Create the Best Customer Experience Solutions

360Connext

Customer experience solutions are readily available these days. There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. And there are data sets and analytics and pivot tables, oh my! The real challenge in any customer experience scenario is the cold, hard fact that your customers are…human.

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How the South Dublin County Volunteer Centre Tripled Survey Response Rates and Measures Success

GetFeedback

The South Dublin County Volunteer Centre’s mission is to promote the value of volunteer work and increase its range and quality in Ireland. The volunteer centre’s role is to connect individuals with an organization that matches their job preferences. For example, if a volunteer is looking to work with animals, the centre will match that individual with an organization that handles animals.

Surveys 79
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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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How to Create the Best Customer Experience Solutions

360Connext

Customer experience solutions are readily available these days. There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. And there are data sets and analytics and pivot tables, oh my! The real challenge in any customer experience scenario is the cold, hard fact that your customers are…human.

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How to Create A Scored Survey

ProProfs Blog

A scored survey is a poll in which you assign specific points to each response given by respondents. A value is assigned to each response and different messages are set for the range of scores. Scored surveys are similar to personality quizzes in nature, and are helpful when you want to assess a person’s knowledge in a particular field, overall satisfaction, etc.

Surveys 76
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How to Create the Best Customer Experience Solutions

360Connext

Customer experience solutions are readily available these days. There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. And there are data sets and analytics and pivot tables, oh my! The real challenge in any customer experience scenario is the cold, hard fact that your customers are…human.

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The 5 Business Costs of a Low CSAT Score

SharpenCX

Almost half of today’s consumers won’t even think about doing business with you unless you have a four-star rating. Your customers’ ratings affect your potential for new business. But, even worse for your business, your customers’ dissatisfaction and low CSAT. Read More. The post The 5 Business Costs of a Low CSAT Score appeared first on Sharpen Contact Center Software.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Improving the experience with actionable customer intelligence

Eptica

Date: Wednesday, February 13, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Improving the experience with actionable customer intelligence. Published on: February 13, 2019. Author: Taoufik Massoussi - Product Manager & Head of AI One of the biggest challenges for Voice of the Customer (VoC) programs is ensuring that they deliver tangible ROI for a business.

Surveys 62
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What is Quality Management Analytics?

NICE inContact

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. But what’s all this hype about using analytics to perform quality activities, and could it help you? Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience.

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Coffee with AVOXI: Meet Katy!

Avoxi

Get to know our team over coffee with AVOXI! Our QA Engineer, Katy, addresses life in the tech community, office dynamics, and what she's up to when she's not running tests for AVOXI's development team. 1. What is your title at AVOXI? I am Katy Brockmann, and I am the Quality Advocate for AVOXI. I… The post Coffee with AVOXI: Meet Katy! appeared first on AVOXI.

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How the South Dublin County Volunteer Centre Tripled Survey Response Rates

GetFeedback

The South Dublin County Volunteer Centre’s mission is to promote the value of volunteer work and increase its range and.

Surveys 60
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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Three essential elements for superior telecom customer experience

TELUS International

Learn why great customer service in telecom demands a blend of digital transformation and an engaged corporate culture.

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5 Ways to Improve Customer Lifetime Value By Improving Loyalty

ClientSuccess

Growing customer accounts and increasing customer lifetime value (CLV) is one of the biggest challenges customer success managers (CSMs) face in today’s subscription economy. In fact, some sources even make the case that it is the number one responsibility of good CSMs since expanding the value of customer accounts over time can bring more value and revenue to a business than the lost revenue if customers churn.

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Three essential elements for superior telecom customer experience

TELUS International

Learn why great customer service in telecom demands a blend of digital transformation and an engaged corporate culture.

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Voice | A Password Close To Your Heart

pindrop

Examining the evolution of technology, we have been caught in a trend moving toward natural conversations. The start of this timeline begins with computers, which quickly made their way to being a major force of communication, whether that was through the first emails or internet searches. Bound to the hardwired interface in computers was typing – something that had to be learned, and with that came written passwords.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Building A Richer, More Interactive Guru App With Slack's Block Kit

Guru

At Guru, Slack has been a core part of delivering on our mission to bring you the knowledge you need to do your job. As companies continue to rely on Slack for real-time collaboration and communication, it’s critical that Guru continue to live in Slack as well. Today marks another step forward in Guru delivering a best-in-class knowledge experience within Slack.

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3 Reasons to Consider Hiring Digital Talent

Interactions

Meet Rose. Rose is a customer service representative (CSR). She is always friendly, answers calls or chats immediately, and knows each of her customers personally. She always has the answers to all inquiries – simple or complex. She speaks 5 different languages and understands different dialects and accents. On top of that, she works 24/7, doesn’t take a break and never goes on vacation.

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Interpreting the Why

Tethr

In the first few posts of our Listening Enterprise series, in which we are outlining the difference between “listening” and “telling” organizations, we detailed a few key ways in which listening organizations are uniquely suited to spot where even long-held assumptions may be wrong. The first clear marker of what we’ve come to call a Listening Enterprise was about how their frontline team is treated.

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“Biker Boss” Bong Borja Leads Alorica Asia with Family-Focused Care

Alorica

Alorica’s President of Asia Bong Borja recently participated in an interview for ANC’s “The Boss”, a local TV program that features entrepreneurs and executives who are changing the game of the Philippine business industry. In the one-on-one interview with host Cathy Yang, Bong discussed how we’ve created an environment that motivates our workforce, including a family-oriented and collaborative.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Comeback Kid: Toys R Us Makes A Return

Branch Mesenger

This week, a legacy toy retailer has staged an improbable comeback and Uber Eats announced that it expects to drive $10 billion (you read that correctly) in food deliveries this year. That's a lot of burritos, burgers, and well, cheddar. In addition, we explore how markdowns can wreak havoc on the retail supply chain, costing retailers more than $3 billion a year, and the former Snap exec who is building a retail startup he hopes can take on Amazon.

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Sema4 Integrates Talkdesk with Salesforce and Slack for Healthier Customer Experiences

Talkdesk

According to the World Health Organization (WHO), chronic diseases are the leading cause of death worldwide. This sobering statistic has led to new companies starting in the healthcare industry to help treat and prevent disease. One of these innovative companies is Sema4. Sema4 is a patient-centered health company dedicated to advancing the treatment, prevention and diagnosis of disease.

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How to Design Interactions that Produce Elated Customers

Avaya

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Ms. Gareiss leads Nemertes Digital Transformation research. She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. We measure success for Digital Customer Experience (DCX) initiatives in many ways – revenue generated, cost reduction ratings, or churn reduction, to name a few.

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