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. After hearing Shaq’s views of the NBA and some of today’s leading players, we had a chance to ask some personal questions. It was Even Bigger, Better than Last Time! I’m just back from my second NICE Interactions global customer conference.

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5+ Effective Ways to Reduce Abandon Rates in Your Call Center

Fonolo

This one is our personal favorite, for obvious reasons. UPDATED JANUARY 2020. Lowering call abandonment in contact centers is what we do. It’s a primary benefit of our call-back software (and we’re proud of it) so you’ll forgive us for making this piece detailed… a round-up of what we’ll be covering today so you can skip the bits you already know. How to Reduce Abandonment Rates in Your Contact Center. What’s an abandoned call?

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There is an “I” in Team

Amity

You can help them realize both through personalized engagement. As you continue to acquire new customers, your organization will also need a means to affordably help the customer success team deliver this personalized service to a large number of customers and prospects – to become an intimate trusted advisor. When you can eliminate the manual time-wasting complexity of your customer success process and you inevitably increase the opportunities for personalized engagement.

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

Chad Schaeffer

I called the last person in the world Kroger wanted to hear from at that moment. He insisted that his bakery manager would make the cookie cakes and with time running short, personally deliver them to our house. I also manage our personal budget and pay the bills and can say with confidence we spend about $175 a week at Kroger which is only a half mile and very convenient to our house. Happy Monday morning everyone!

The new ABCs of SaaS

Amity

to the selection of merchandise and the personal quality of the service, everything at Selfridges was designed to convert customers to the next sale. Selfridge’s secret to effective conversion was the powerful combination of store layout and function (product design) and personal service (customer success). In the SaaS industry, our conversion programs need to evolve from drip marketing campaigns to Selfridge’s personal coaching approach.

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Customers are an Investment

Amity

For instance, if you provide a human capital management service then all of the payroll and personal information you entrusted them with. Engage with them on a regular and personal basis. 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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Dreamforce Spotlight: Social Customer Care

Chad Schaeffer

Their character likely portrays a great sense of humor, good writing skills, creative, lover of social media, helpful person offline, pride in your products and brand. 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. I’m fortunate enough to be helping facilitate a session on that very topic Monday, November 18th at 12pm PST at the Westin St.

How Do I Find Chad at Dreamforce?

Chad Schaeffer

The understanding that being a happy person, giving back to your community, a great father, a great husband, a great friend, having fun, living a healthy lifestyle is all connected to being a successful productive member of the Salesforce.com team. 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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The SaaS Industry Needs a Customer Relationship Revolution!

Amity

Personal. 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. In the late 1950s, as the construction of his first theme park neared completion, Walt Disney was asked what excited him most about Disneyland. His answer is profound and even more relevant for today. The park is alive. It’s a living, breathing thing.

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Quality and Consistency Wins Business and Drives Revenues

Horizon CX

I’ll not include the cost of my personal time other than to mention that this would be a factor when you extrapolate this to any normal business situation. 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.

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Customer Journey Mapping - A Powerful Organizational Transformational Tool

Horizon CX

Whether a business offers a product or a service and whether those transactions occur online or in-person at the point of sale, every interaction serves as an opportunity to augment or diminish the relationship you have with that customer. Organizations that intend to deliver an exceptional customer experience must first understand what the customer experiences at every touch-point and, most importantly, this needs to be articulated by the customers themselves.

PSIM ROI: The Hidden ROI of better security

Customer Interactions

I’m talking about the kind of events that can have extreme negative consequences – like an explosion on an oil rig resulting in loss of human life or environmental damage, a breach in a bank security system that protects the personal information of millions of customers, or an extended shutdown of an airport terminal due to a bomb threat. When a company invests in a solution such as PSIM the obvious reason is to improve security.

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

Horizon CX

Like Starbucks, my personal choice when I desire a cup of coffee, they are everywhere I go and they are consistent if nothing else. 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. Call me a creature of habit, but nothing has yet driven me to defect from B of A.

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How to Eliminate Hold Time in Your Call Center

Fonolo

An article was recently published which stated; the average person spends 43 days of their life on hold ! People are too busy to spend too long finding answers; if they can’t find the answer they want quickly, they’re just going to reach out to a person and ask. Make sure your customers can get through to the right person to handle their issues quickly. Once the bot reaches their place in the queue, it calls the person back and connects them to an agent.

How pre-answered caller authentication helps prevent telephone bank fraud

Dark Reading

At this point, they’ve already taken up a minute or more of the customer’s valuable time using knowledge-based authentication (KBA) methods that, quite frankly, can no longer assure that the person on the other end of the line is who they say they are. In today’s many banking channels, criminals armed with the right personal and financial details they’ve collected over the Internet can convincingly impersonate an actual banking customer. Prevention vs. clean up.

PSIM: Four Bold Predictions

Customer Interactions

I predict we will see many more examples of operational uses and ROI for PSIM in 2013 and beyond. I, however, personally know of a medium-sized airport and a shopping mall that handle over 100,000 incidents per year that necessitate some type of response. Over the last year, PSIM solutions have gained substantial traction, and industry analysts, such as Frost & Sullivan, are predicting exponential growth. As someone who runs educational PSIM workshops around the U.S.,

PSIM ROI: Achieving operational savings

Customer Interactions

Personally, I believe that PSIM solutions are a great vehicle for security management, which save expenses and prevent unnecessary costs. There are those who say that security systems, specifically PSIM solutions, don’t provide true ROI, but are simply a cost of doing business. In this two-part blog (for part two click here), I’ll explore two types of ROI value that PSIM systems deliver.

Exit Lane Security Changes – What Airports Need to Know

Customer Interactions

It can also be deployed in a layered fashion, triggering an initial alert when a person crosses one threshold, then triggering a higher level alert when a second line is breached. Come January, the TSA says it will transfer over responsibility for airport exit lane security to the airports. Because of the obvious operational and budgetary impacts, this is a deeply contentious issue and many airports are petitioning the change.

9-1-1 Telecommunicator Lauded for Good Old-Fashioned Detective Skills

Customer Interactions

On March 25, 2013 a call came in to the Phoenix Police Department from a mother reporting that her eight-year-old daughter had been shot at outside their apartment. The witnesses stated that they had seen a suspicious person running through the neighborhood. In 2013, she received four commendations. Now she adds NICE’s 2013 PSAPs’ Finest Telecommunicator of the Year Award to her growing list of accolades.

How to turn telephone identity interrogations into better customer care

TRUSTID

Anyone with criminal intentions can spend a little time collecting personally identifiable information (PII) and other public data they can use to socially engineer others over the phone. 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?

Banks continually challenged with securing growing sales channels

TRUSTID

Today, it’s too easy for criminals to steal anyone’s personally identifiable information (PII) from social media websites. Along with providing faster and more convenient ways to bank, financial institutions are constantly challenged with making sure all of their customer channels are protected. The problem with offering customers more tools for customers to bank remotely is the ability to successfully secure the growing number of sales channels without impacting the user experience.

Restoring the trust and usability of Caller ID

TRUSTID

These telephone scams take advantage of the risky handling of personally identifiable information (PII) over the Internet to defeat security methods like knowledge-based authentication (KBA) security questions. Trust, once the very essence of the financial industry, is gone. That’s according to the recent USA Today article, “Remember when trust actually meant something,” which says most of today’s major brands have implicit trust problems.

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Hybrid Solutions Signal Shift in Physical Security Market

Customer Interactions

Apparently I’m not the only person bothered by this. Nothing raises my ire more than paying the monthly cable TV bill. Considering the few kids channels we use, the occasional sports game, nature channel show, or daily news, it always seems that I’m paying for way more than I need. When I question my cable company about it, the answer is always the same: “Why don’t you just pick from one of our great packages?"

PSAP, Meet Big Data

Customer Interactions

The person manning the console sees an injured victim in the frame and what appear to be eyewitnesses, but no sign of the shooter. How a Public Safety Answering Point can Achieve Situational Awareness The Public Safety Answering Point (PSAP) of the future is starting to take shape. We know that with Next Gen 9-1-1, emergency calls will no longer be just voice. Instead, they may include some combination of voice, texts, pictures, and video.

Five Ways PSIM Can Bolster Public Transport Safety and Security

Customer Interactions

For example, video analytics signifying overcrowding on a subway platform could alert an operator to take specific actions, as could a suspicious object, or a person on a track or in a tunnel. Over the past decade public transport has readily embraced technology aimed at making operations safer and more secure, with very good reason. The responsibility of making sure people get from point A to point B safely, securely and on time is fundamental. But it’s also no easy feat.

How to Achieve Personalized Customer Service with AI Tools

TechSee

Personalization as a driver in customer service. Delivering personalized customer service is more than just addressing a customer by name in an automated email, or segmenting by interest; it is a way to capture the customer’s attention and create a level of engagement that is authentic and relevant at every stage of the customer journey. consumers abandoned a brand due to lack of personalization and trust. AI and Personalization – The Paradox of Personalization via a Machine.

Packaging Matters

Brad Cleveland

So do the communication channels we open up, the words we use, the policies that guide decisions, the brand and personality that comes through at each touch point …and so … Customer Experience brand customer experienceClick through these photos of aircraft paint jobs (courtesy of CNN Tavel) and try not to smile! My favorites: Kulula (This Way Up) and ANA’s panda theme. Yes, packaging matters!

Packaging Matters

Brad Cleveland

So do the communication channels we open up, the words we use, the policies that guide decisions, the brand and personality that comes through at each touch point …and so … Customer Experience brand customer experienceClick through these photos of aircraft paint jobs (courtesy of CNN Tavel) and try not to smile! My favorites: Kulula (This Way Up) and ANA’s panda theme. Yes, packaging matters!

Customer Experience is (Much!) More than "Customer Service"

Brad Cleveland

I selected a few things and handed my credit card to the person at the register. After wrapping up some work in California one morning, I flew to Maryland—a 4.5 hour flight—and decided to drop into a clothing store on the way to my destination in Annapolis, Maryland. He swiped it, paused, swiped it again, and informed me the card … Customer Relationships Brad Cleveland Call Center customer experience customer relationships

Customer Experience is (Much!) More than "Customer Service"

Brad Cleveland

I selected a few things and handed my credit card to the person at the register. After wrapping up some work in California one morning, I flew to Maryland—a 4.5 hour flight—and decided to drop into a clothing store on the way to my destination in Annapolis, Maryland. He swiped it, paused, swiped it again, and informed me the card … Customer Relationships Brad Cleveland Call Center customer experience customer relationships

2013: Making Good Service the Rule Rather Than the Exception

Customer Interactions

Empowering customer service employees to make personalized offers, provide tailored recommendations, and identify solutions to specific customer problems in real time creates a culture where good service is the standard. The importance and impact of good customer service have increased and continue to increase as markets expand globally and customer service channels, including phone, email, chat, and social media, continue to develop.

The History of Customer Service: Ticket Troubleshooting to Proactive and Personal

Kayako

Customers want more personable service experiences. Take this well publicized Amazon conversation from 2013: To improve productivity, businesses made their support reps use canned responses – which were overused to the point that customers could never tell if they were talking to a bot or a human. They estimate that there will be 25 billion connected things (network or internet-enabled devices) – or three for every person on the planet – by the end of 2020.

Isolated Seniors and Telehealth: Enabling Better Connections

Revation Systems

As of 2017, four out of 10 seniors own a smartphone — more than double the number in 2013. Digital connectivity is possible because advancements in telehealth technology allow doctors to establish a relationship and connection with patients, regardless of where they live or how often they’re able to see them in person. For those who are homebound, video conferencing can help reduce the hassle and potential injury risks associated with traveling to visit their doctor in person.

Isolated Seniors and Telehealth: Enabling Better Connections

Revation Systems

As of 2017, four out of 10 seniors own a smartphone — more than double the number in 2013. Digital connectivity is possible because advancements in telehealth technology allow doctors to establish a relationship and connection with patients, regardless of where they live or how often they’re able to see them in person. For those who are homebound, video conferencing can help reduce the hassle and potential injury risks associated with traveling to visit their doctor in person.

Top 10 Posts on Brand Building Strategies of 2018

C3Centricity

This post shares the three lessons learnt from a personal (bad) experience with a hotel chain and its “guaranteed lowest price” promise. Brand Image, Equity, Personality & Archetypes: What Every Marketer Needs to Know. It is what your customers think it is; its brand image, personality and its value to them. It then goes on to review brand personality and the main archetypes with some great examples.

Is social engineering damaging your contact center?

Talkdesk

Some agents working from home are using personal, unsecured networks and new agents may not be aware of security procedures. According to research by La Salle University in Pennsylvania , in 2013 the average call center had one fraud call for every 2,900 calls received.

How Moreno Valley Unified School District Protects Itself Against Cyber Threats

ConvergeOne

Complicating matters, the school district had a great deal of personally identifiable information to protect. “We So right there you’re dealing with a lot of personally identifiable information (PII), for both kids and staff and adults.

April 2022 Newsletter

Pipkins

Our development methods are compliant with our ISO 27001:2013 certification. Conferences and tradeshows are back in person. DISASTER RECOVERY: On 4/24, Pipkins redundant network facilities were engaged as a massive fiber cut was experienced by one of our Internet Service Providers.

International Women’s Day 2022

VirtualPBX

And we can’t think of a better time to showcase a person who had a significant impact on our world: an engineer, an inventor, a mother, and an icon in our eyes. She won the Edison Patent Awards two years in a row and was inducted into the Women in Technology Hall of Fame in 2013.

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Attention, Target Shoppers: It’s Come Down to Trust. Distrust, or Even Disgust

Beyond Philosophy

households shopped at Target; but this is down from 43% in January, 2013. Its fourth-quarter, 2013 earnings fell 46% to $520 million, from $961 million in 2014, and sales were down 5%. Gen X customers, those between 32 and 49, declined to 38% from 53% in 2013; and, equally disturbing, many of these shoppers were previous long-term, loyal Target customers.