Callminer

APRIL 5, 2013

Two approaches to speech recognition are commonly used in conversational analytics solutions: phonetics and LVCSR, each with their own pros and cons.

Analytics 182

Analytics 182

Win the Customer

DECEMBER 30, 2013

'Customer service management software and CRM focuses on providing more efficient ways to unify business activities to carry out more effective customer service actions contributing to a better service experience. Technology is helping businesses face many of the challenges they face as they try to maintain or build market share. One of the most helpful […].

Customer Service 141

Customer Service Management CRM Marketing 141

ClearAction

MAY 27, 2013

Customer-Centricity Goes Beyond Customer Experience Management Lynn Hunsaker. Customer experience management is necessary, yet insufficient. Traditionally, organizations have managed customer experience with a mindset of how the company is doing, in order to grow revenue. Consequently, surveys tend to ask more about the company than about the buyer, and customer programs typically emphasize excitement and urgency for new purchases and positive word-of-mouth.

Customer centricity 77

Customer centricity Customer Experience Management Morale 77

Amity

NOVEMBER 22, 2013

Customer support and customer service have been around for decades. These were the necessary evils of the traditional sector – the old-model reactive break/fix cost center – to resolve problems resulting from breaks and service interruptions. The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization.

Chief Customer Officer 81

Chief Customer Officer SaaS Metrics Customer Support 81

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Fonolo

FEBRUARY 7, 2013

UPDATED: January 2020. The best way for a call center to stand out as a leader is through the customer experience. It’s no surprise that an exceptional experience leads to more satisfied consumers, who continue to spend more money. Most callers will begin subconsciously rating their customer experience from the beginning of the interaction, regardless of the channel; phone, web, social media, or mobile app.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

GetFeedback

DECEMBER 12, 2013

Now any company, anywhere can instantly create and distribute visually-rich, mobile-optimized, online surveys that work perfectly on smartphones.

Surveys 60

Surveys 60

Chad Schaeffer

JUNE 17, 2013

What’s fun and exciting this week? My last post on “How Kroger Ruined, Then Saved My Daughter’s Birthday” was the third most popular post of all time here on No Fluff Social Media. Thanks to everyone who took the time to read it. I often write about how big companies can improve their customer care in social media and I got to thinking perhaps some of you would be interested to know how to complain or ask a question of those brands on Facebook or Twitter.

Airlines 54

Airlines Customer Care Interactive Voice Response Accountability 54

Horizon CX

SEPTEMBER 30, 2013

'Being a Customer Experience (CX) professional and having studied and practiced the art and the science of this wonderful CX discipline for over nine years now, (all within one organization) I pause to reflect on what the net result is of all the hard and dedicated work that we CX professionals have accomplished thus far and what we are yet to accomplish.

Customer Experience 55

Customer Experience Banking B2B Consulting 55

Mindtouch

APRIL 9, 2013

NOTE : MindTouch Core is no longer supported. MindTouch is now a cloud-based service that helps your product documents become a self-service customer support and customer engagement tool. Learn More. With the exception of existing customers, MindTouch will no longer support or maintain Core or Platform. If you are an existing customer of MindTouch Platform, the year 2013 was your last opportunity to renew this product.

Self service 48

Self service Engineering Enterprise Customer Support 48

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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

Surveys

TRUSTID

FEBRUARY 19, 2013

Prevention vs. clean up. It’s a security question all financial institutions should ask themselves. When it comes to providing a trusted customer environment, banks are typically better at resolving problems stemming from non-predictive authentication and fraud than preventing them. That’s because they continue to allow criminals to get their foot in the door.

Banking 48

Banking Engineering Contact Center Call Center 48

Callminer

DECEMBER 4, 2013

With real-time monitoring managers can act, not just react, and customer service, performance, and compliance issues can't slip through the cracks.

Contact Center 182

Contact Center Management Customer Service 182

Win the Customer

DECEMBER 31, 2013

'Consistently delivering an exceptional customer experience requires creating employee engagement and culture that cultivates positive service actions.

Employee engagement 143

Employee engagement Customer Experience Management 143

ClearAction

FEBRUARY 25, 2013

Is Your Marketing Organization Ready to Change its MO? Gary Katz. It can sometimes be difficult to determine whether your company is ready to implement Marketing Operations. As described in 7 Deadly Sins of Marketing (previous blog post), Marketing Operations (MO) is an emerging discipline with the potential to significantly increase performance and accountability in complex marketing organizations.

Marketing 54

Marketing Best practices Government Metrics 54

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

Amity

NOVEMBER 14, 2013

That’s when it’s back to the lab again, He better go capture the moment, And hope it don’t pass him by. Lose Yourself , Eminem. Competitive Advantage isn’t Sustainable. Power has shifted from vendors to customers. Using everyday digital technology, customers have ready access to information, people and resources. These empowered customers have higher expectations and lower loyalty than just a few years ago.

Enterprise 73

Enterprise Technology Management Marketing 73

Customer Interactions

FEBRUARY 7, 2013

'When a company invests in a solution such as PSIM the obvious reason is to improve security. But when’s the last time you heard “improved security” mentioned as a source of ROI? Yet, the potential ROI from security improvements can far outweigh any operational cost savings from PSIM. This is especially true in very sensitive industries where the cost of a security breach, the mishandling of a safety malfunction, or failure to comply with regulations can have huge financial imp

Banking 46

Banking Management Personalization 46

TASKE Technology

DECEMBER 10, 2013

Last time we talked about ways to keep agents engaged during the holiday season. When call volumes peak, it’s important that agents continue to excel at customer satisfaction to gain new customers and retain existing ones through excellent customer service. When looking at your agents’ ability to perform well when call volumes peak, it’s also important to monitor how busy they are on an ongoing basis.

Call Center 40

Call Center industry standards Service level Personalization 40

GetFeedback

DECEMBER 23, 2013

Happy holidays! Thank you for having helped us to create the next generation of mobile-ready online survey software.

Surveys 60

Surveys 60

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!

Feedback

Chad Schaeffer

JUNE 10, 2013

Happy Monday morning everyone! Throw away those Monday morning blues, it’s going to be a great week. I had a fantastic weekend but it almost turned disastrous! I love it when I can tell real life customer service stories here on my blog. Thanks for visiting this week. My daughter Sophia Rose turned 5 years old. We did the typical summer barbeque, with about 40 of our closest friends and family.

Customer Service 54

Customer Service Personalization Management 54

Horizon CX

JUNE 17, 2013

'I like pizza. I think I’m among a majority of people who do. And, pizza I would say is as much a commodity as coffee—although people certainly have their preferences and favorites for sure. While I’m not here to debate the nutritional merits of pizza, I will admit that I have this craving I must satisfy every couple of weeks. Therefore, pizza has been a regular element of my diet.

B2B 53

B2B Customer Experience Personalization 53

Chip Bell

JULY 12, 2013

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Management 40

Management 40

TRUSTID

FEBRUARY 5, 2013

How confident are you that the next time one of your call center agents answers the phone the call will be handled safely and efficiently? If your contact center still relies solely on a host of challenge questions to identify customers over the telephone channel, my guess is your security confidence level falls a few notches below where it should be.

Customer Care 48

Customer Care Banking Engineering Call Center 48

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

Callminer

MARCH 12, 2013

Delivered as an enterprise software solution, speech analytics extracts information from customer conversations that might otherwise be lost.

Analytics 182

Analytics Enterprise 182

Win the Customer

DECEMBER 28, 2013

'Only 4% of customers trust advertising the most for service information, so can your good customer experience to help seal the deal with customers?

Advertising 143

Advertising Customer Experience Customer Service 143

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Smartphones: Global smartphone shipments are expected to jump this year by 25% according to Digitimes Research, By 2015, IDC expects more US consumers will access the internet through smartphones than PC’s.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Amity

DECEMBER 12, 2013

Prospects invest a great deal of time researching the right solution. For some, it’s easier because they’ve got a hot tip on a must-have service – and if that’s your service then you’ve been working really hard at customer success! Throughout the evaluation process, a number of solutions (likely your competitors) are being considered, a few individuals from different departments are weighing in ( the average decision group consists of 5.4 people ) and the prospect is really kicking the tires on

Management 63

Management SaaS 63

Advertiser: ZoomInfo

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

Sales

Customer Interactions

MARCH 28, 2013

'Pundits have long debated the root causes of crime and how to combat it, such as investing in education, early intervention, and programs to reduce unemployment. Those may be successful strategies from a social perspective, but what about technology? Can technology also be a safe-city enabler? Here are three ways that cites can apply technology to enhance safety: Leverage Existing Security Systems to their Fullest Potential – Let’s face it – government agencies already invest

Technology 45

Technology Government Education Management 45

TASKE Technology

NOVEMBER 14, 2013

Many organizations are heading into one of the busiest seasonal peaks of the year. This timeframe–including Thanksgiving Day, Black Friday, Cyber Monday, Super Saturday, and the entire Christmas holiday shopping season–is an opportunity for your business to gain new customers and retain existing ones through excellent customer service. Let’s look at an example of what’s happened over the past couple of years.

Call Center 40

Call Center Sales Customer Service Marketing 40

ComputerTalk

SEPTEMBER 1, 2013

How much protection does technology software need?

Technology 40

Technology 40