Impressions from Interactions 2013 – A Security Perspective

Customer Interactions

Day 3: Shaq Takes Center Stage The final day arrived, and after the 2013 NICE Customer Excellence Awards were presented, the audience enthusiastically welcomed Shaquille O’Neil (Shaq) to the stage. It was Even Bigger, Better than Last Time!

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The buzz from IFSEC 2013

Customer Interactions

These labels have gradually started appearing at IFSEC over the past several years, but 2013 was undoubtedly the year the concept came of age. During the many years I have attended the IFSEC exhibition in the UK, I have seen the fanfare of many new innovations in security technology.

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3 Reasons Customer Service Management Software is More Critical Today

Win the Customer

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.

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Your Legacy of Customer Service Leadership

Win the Customer

Customer service leadership is clearly having a strategy for customer experience and bringing out excellence in others to carry out the service vision. Customer Service Customer Experience Excellence Leadership Management Vision

Customer Experience Helps Customers Complete Their Shopping

Win the Customer

A great customer experience is one that seamlessly integrates real-time self-service technology backed by experts who can resolve breakdowns to the process. Business

The Good Stuff on Customer Success you should be Reading

Amity

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.

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Positive Employee Engagement Enables Great Customer Experience

Win the Customer

Consistently delivering an exceptional customer experience requires creating employee engagement and culture that cultivates positive service actions. Culture Customer Experience Management Employee Engagement Good Reads Recommended

Wishing You a Day of Peace

Win the Customer

Wishing a very Merry Christmas to customer service and call center agents around the world. Peace, joy, and happiness to you and your loved ones.

Happy Holidays from Your Friends at GetFeedback

GetFeedback

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

Welcome to the Future of Online Surveys

GetFeedback

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

The 3 Things Every Prospect Wants to Hear

Amity

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!

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Customer-Centric Cultures are Made of This

Beyond Morale

Courtesy of www.AnnieLennox.com. You can travel the world and the seven seas, everybody’s looking for customer-centric cultures. Some customers want to use you. None of them want to get used by you. Some of them want to abuse you. None of them want to be abused.

How Customer Success will Succeed

Amity

The customer success cat is out of the bag. There can be no doubt about the direct correlation between customer success and the long-term success of SaaS companies.

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How to Complain on Facebook and Twitter

Chad Schaeffer

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.

How Kroger Ruined, Then Saved My Daughter’s Birthday!

Chad Schaeffer

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.

Meetup Success for Developing a Customer-Centric Organization

Amity

Even a cold, snowy winter night could not keep the crowd away! Last night, the heroes of the Customer Success Meetup met for their second event. The buzz from the first meetup had definitely circulated. Over the past few months, the group membership swelled to 80 members.

Dreamforce Spotlight: Social Customer Care

Chad Schaeffer

Throughout the Dreamforce conference Nov. 18-21st in San Francisco there will be certain themes commanding a lot of attention. One of those themes is Social Customer Care.

How Do I Find Chad at Dreamforce?

Chad Schaeffer

Next week November 18th-21st, Dreamforce, the largest software conference in the world, along with our amazing customers and partners take over the city of San Francisco. And I’m excited to be a part of it!

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Customers are an Investment

Amity

Technically speaking when a customer subscribes to your service, they perform the initial investment. They are investing in your service because it meets a need, solves a pain, gets a job done, or all of the above. On the surface, their investment is monetary in nature – monthly recurring revenue.

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The new ABCs of SaaS

Amity

A powerful insight into improving trial conversion struck me while I was watching the great PBS series Mr Selfridge recently. It stars Jeremy Pivin as Harry Selfridge, the founder of London’s famous Selfridges department store.

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How Amity Can Help With SaaS CAC Efficiency Cranks

Amity

Reducing customer acquisition cost (CAC) is critical to the success of any SaaS business. A recent blog post by Lincoln Murphy, The SaaS Myth and Misguided Optimization , introduced the concept of SaaS CAC Efficiency – in a nutshell, it’s not so much a metric but a new SaaS CAC point of view.

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Is Your Marketing Organization Ready to Change its MO?

ClearAction

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.

There is an “I” in Team

Amity

There are actually 5-I’s in your customer success team. You can build your team around them, share them with other departments in your organization and even improve upon them – they are that good. So what are the 5-I’s and how did I become part of TEAM? Interaction.

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What Really Happens with a Manual Process

Amity

What Really Happens with a Manual Process. Hooray! Four qualified and enthusiastic customer success managers have been recruited. The VP is well aware of the business goals – reduce churn, grow the lifetime value of every customer, and maybe even improving conversions sits with this organization.

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Engaging Conversation at the first Customer Success Meetup

Amity

The Southern Ontario Customer Success Meetup group was officially launched to great success last night. Over 30 customer success practitioners and SaaS executives convened to hear Paul Philp share Lessons Learned in Customer Success.

The SaaS Industry Needs a Customer Relationship Revolution!

Amity

You will not have to worry about a dove in your bedroom, a tiger in your tank, or the giant in your toilet bowl. The revolution will put you in the driver’s seat. – Gil Scott-Heron, The Revolution Will Not Be Televised.

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Why Marriott Is Not ‘Plugged In’ to the Customer Experience

Chad Schaeffer

Hope you all have fun plans lined up for the 4th, I can’t wait to spend a few long weekends in northern Michigan later in July and August.

Uber – My New Favorite Company!

Chad Schaeffer

I hope everyone’s summer is off to an amazing start. This is such a fun time of year isn’t it? Longer days, kids playing outside, BBQ’s, bonfire’s and even music sounds a little sweeter sitting in the fresh air. What a week!

Photo Blog From Switzerland

Chad Schaeffer

Good morning everyone, how was your week? Hope everyone learned something new and feels good about their contribution at home and at work. You have my sincere thanks for deciding to click on this blog post! Do me a favor, stop and think about the most beautiful place you have ever laid eyes on.

Happy Holidays from Amity

Amity

Our initial beta launch occurred in July 2013 and our engaged community has provided dozens of suggestions, comments and ideas that we have used to continually improve and evolve our product. The last 12 months have been an intense and exhilarating ride! Since Amity’s inception in July of 2012, we’ve talked to countless customer success teams, launched a private beta, sponsored two successful Customer Success Meetup events, and worked hard to continually evolve our service.

Top 10 Technological Contact Center Trends

Insite Managed Solutions

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.

I Can’t See the Forest—the Trees are in the Way

Horizon CX

As a Bank of America (B of A) customer over the last 15 plus years, [and having arrived here more as the result of acquisition than by choice] I have been a loyal customer in the sense that I have stayed and have not migrated to another banking institution.

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The Case FOR Customer Experience as a Business Strategy

Horizon CX

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.

Join Me for A PSIM Workshop at PSA-TEC or ISC West

Customer Interactions

To learn more about NICE’s situation management solutions, join us at Interactions 2013, the industry’s leading customer conference. The one thing that comes up time and time again is the need for more PSIM education.

TV Show "Airport 24/7: Miami" Features NiceVision on the Small Screen

Customer Interactions

To learn more about how Miami International Airport is using NICE’s solutions for improved security, safety, and operations, join us at Interactions 2013, the industry’s leading customer conference.

MindTouch Core and Platform: ‘This is the End, Beautiful Friend’

Mindtouch

If you are an existing customer of MindTouch Platform, the year 2013 was your last opportunity to renew this product. 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.

Quality and Consistency Wins Business and Drives Revenues

Horizon CX

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. I don’t share this very readily or very often with my nutritionist.

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How to Eliminate Hold Time in Your Call Center

Fonolo

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.

Need for Speed: Surprising Similarities between PSIM and F1 Racing Cars

Customer Interactions

As the eyes of the motor racing world were turning to Silverstone for the British Grand Prix recently, NICE and invited guests were getting an up close look at some iconic Formula One racing cars at the annual NICE UK security conference.

Three Ways Technology Can Make Cities Safer

Customer Interactions

To learn more about NICE’s public safety solutions, join us at Interactions 2013, the industry’s leading customer conference. 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?