Fri.Oct 25, 2019

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Airbnb Gets It. Do You? Learn About The Airbnb Way.

Beyond Philosophy

The latest thing I am into is Airbnb. Airbnb properties have character, at least the ones that we chose. I like that when we use Airbnb, we stay places where we wouldn’t typically. I find Airbnb fascinating because it is an organization that is disrupting the hospitality industry. I wondered what the secret was to their success. After all, let’s face it, having a business predicated on the idea that people would let strangers stay in their home sounds like a doomed venture.

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Guest Blog: Hiring and Leadership to Improve CX in Your Call Center

ShepHyken

This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. Ensuring your clients have an amazing experience when interacting with your brand is one of the best ways to encourage repeat and referral business.

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The Secret of Measuring Customer Emotions

Beyond Philosophy

Unless you serve robots exclusively, your customers are humans. Human feelings influence our actions and drive customer behavior. Therefore, you must design a Customer Experience that makes your customers feel a way that drives value for your organization. In our global Customer Experience consultancy, we have said for nearly 20 years that customer’s emotions account for over half of the outcome in any Customer Experience.

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Top 7 Ways to Build Long-Lasting Customer Relationships

ProProfs Blog

With so many options in the market, brands find it challenging to cultivate long term business relationships with their customers. They know that once established, success is guaranteed. With strong customer relationships in place, a business gets to: Increase customer base. Boost sales. Improve business potential. But for a brand to reach that level, earning long-term loyalty becomes a thriving factor.

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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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The 5 Stages of Customer Centric Design

Influitive

Great user experience hinges on your ability to understand how consumers think. It’s all well and good if your product feels intuitive to you, but if your customers don’t feel the same way, they won’t continue using your platform. Involving your user base directly into your design processes is necessary to ensure your product’s user […]. The post The 5 Stages of Customer Centric Design appeared first on Influitive.

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Turning your customers into fans

TRUSTID

The age of digital transformation has begun. According to a recent survey , 80% of customer experience professionals said they are well underway of deploying additional channels to engage with their customers. While this gives consumers more ways to connect with their favorite brands, the Forbes article, “Don’t Neglect Your Contact Center in the Midst of Digital Transformation,” warns that being overly enthusiastic about new digital channels can threaten more traditional channels that still play

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Celebrating Diwali at Spearline

Spearline

Diwali is the five-day festival of lights, celebrated by millions of Hindus, Sikhs and Jains across the world, and was also celebrated here, for a third time, in the Spearline HQ offices in Skibbereen. The word Diwali derives from the Sanskrit word deepavali, which means "rows of lighted lamps" Homes, shops and public spaces are adorned with small oil lamps known as diyas.

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Spring/Summer 2019 Newsletter

Pipkins

It’s been an exciting 2019 so far! Our hometown St. Louis Blues won the Stanley Cup for the first time in franchise history, and our St. Louis Cardinals gave it a good run as well, winning the National League Central Division Pennant. A big part of our year is traveling to trade shows and expos and meeting the people who are or will be using our services, this is possibly our favorite part of the business.

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CXone Contact Center Solutions Help Bridgevine Drive Revenue, Satisfaction for Clients

NICE inContact

Even as Bridgevine , a premier provider of technology and marketing solutions, continued to partner with a growing portfolio of trusted brands. It enable explosive revenue for those partners, its four global contact centers (three are offshore business process outsourcers, or BPOs) were operating separately within an outdated AT&T platform. The old system offered almost no performance visibility and limited functionality and could not support an integrated disaster recovery plan.

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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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Scary Customer Stories to Tell in the Dark

Guru

Want to terrify everyone at your work Halloween party ? Ask them if they’re sure they know where to find the latest positioning information. Here at Guru, we LOVE a good scary story, so turn down the lights, grab some candy corn, gather round the Keurig, and prepare to be spooked.

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Start Your Contact Center Move to the Cloud with Workforce Optimization

NICE inContact

There is extensive research that shows moving your contact center to the cloud is an inevitable requirement to staying competitive and relevant. In a recent market report, a key finding states “Cloud contact centers have become a necessary step for companies to adopt a systematic approach that enhances performance, channels support and engagement, reporting and analytics to.

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Voice in a Digital World

Interactions

Last week on our podcast , host Jim Freeze and Susse Jensen, Senior Experience Designer at Adobe, discussed voice design and how businesses can intelligently design voice interface to result in intuitive, effective customer experiences. But before looking at how voice can be designed to support your customers and their experiences with your brand, it’s important to look at why companies should continue to use voice in a seemingly digital-first world. .

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CXone Contact Center Solutions Help Bridgevine Drive Revenue, Satisfaction for Clients

NICE inContact

Even as Bridgevine, a premier provider of technology and marketing solutions, continued to partner with a growing portfolio of trusted brands. It enable explosive revenue for those partners, its four global contact centers (three are offshore business process outsourcers, or BPOs) were operating separately within an outdated AT&T platform. The old system offered almost no performance visibility.

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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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Q&A: Rethinking Customer Onboarding to Accelerate Success

ChurnZero

Q&A: Rethinking Customer Onboarding to Accelerate Success. . Increasingly, Customer Success teams talk about helping customers successfully achieve their desired business outcomes, yet they do very little during onboarding to help customers achieve the results they require. Instead, many onboarding efforts are ineffective and often are narrowly focused on the technology itself.

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Start Your Contact Center Move to the Cloud with Workforce Optimization

NICE inContact

There is extensive research that shows moving your contact center to the cloud is an inevitable requirement to staying competitive and relevant. In a recent market report , a key finding states. “ Cloud contact centers have become a necessary step for companies to adopt a systematic approach that enhances performance, channels support and engagement, reporting and analytics to successfully support a customer base where customer preferences keep changing.”.

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The Mobile Experience: Table Stakes for Community Activation & Engagement

Influitive

Did you know that the average smartphone user logs a minimum of 4 hours a day on their smartphone? According to eMarketer, mobile is likely to exceed TV in average daily screen time this year. Unlike TVs, our smartphones travel with us everywhere we go. We use them at work, in transit, while we walk, […]. The post The Mobile Experience: Table Stakes for Community Activation & Engagement appeared first on Influitive.

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Conversations’19: Our New Way to Explore the Opportunities

Ameyo

Coversations’19 has been amazing to Ameyo! After a successful journey in Africa and the Middle East, Coversations’19 knocked on the door in APAC to bring in the booming change in the face of Contact Centers. From Malaysia to the Philippines and Cambodia, our team of customer engagement experts has walked around the globe to help … Conversations’19: Our New Way to Explore the Opportunities Read More » The post Conversations’19: Our New Way to Explore the Opportunities appeared first on

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Contact Center Dialers Demystified

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.

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Highlights from TSW Las Vegas 2019

Squelch

The Squelch team recently traveled to Las Vegas where it co-sponsored the three-day Technology & Services World (TSW) 2019 conference and expo. Hosted by the Technology Services Industry Association (TSIA), the event brought together thousands of technology and services company leaders to share strategies and solutions for meeting rising customer expectations.

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Conversations’19: Our New Way to Explore the Opportunities

Ameyo

Coversations’19 has been amazing to Ameyo! After a successful journey in Africa and the Middle East, Coversations’19 knocked on the door in APAC to bring in the booming change in the face of Contact Centers. From Malaysia to the Philippines and Cambodia, our team of customer engagement experts has walked around the globe to help … Conversations’19: Our New Way to Explore the Opportunities Read More » The post Conversations’19: Our New Way to Explore the Opportunities appeared first on

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Employee Spotlight: Tyson Anderson

FluentStream

Here at FluentStream, our mission is to always make things easy for our clients. We accomplish that mission by designing communications software simple enough for every user, personalizing your buyer experience with custom packages and dedicated onboarding, and providing award-winning. Read More.

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Conversations’19: Our New Way to Explore the Opportunities

Ameyo

Coversations’19 has been amazing to Ameyo! After a successful journey in Africa and the Middle East, Coversations’19 knocked on the door in APAC to bring in the booming change in the face of Contact Centers. From Malaysia to the Philippines and Cambodia, our team of customer engagement experts has walked around the globe to help … Conversations’19: Our New Way to Explore the Opportunities Read More » The post Conversations’19: Our New Way to Explore the Opportunities appeared first on

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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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Next Stop - San Francisco and Vonage

Jon Arnold

Here we go again - my third trip to San Francisco this month, but again, definitely worth going. This time, it’s for Vonage , and they have two things going on. First is an analyst event, and then their Campus user conference. I’ll just be there for the analyst sessions, and you can check back here for updates soon after. As usual, details about events I’m attending can be found in the Event Calendar section of my website.

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After They Buy - What to Know About Post-Purchase Customer Experience

ChaseData

When you think about customer experience, your ideas for improvement most likely center around the part of the process that involves directly serving your consumer. Whether it is selling a product or rendering a service, this is the bread and butter of most business operations, so it is where they put their focus in terms of creating a great experience for consumers.

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DojoLIVE! Video Interview Now Posted - Collaboration, Culture and Technology

Jon Arnold

Earlier this week, I did a live video broadcast with the folks at Mexico-based Nearsoft , and their ongoing Tech Without Borders interview series. I really enjoyed our chat, and the topic title is self-explanatory - Adapting Collaboration Technologies to Today’s Digital Workforce. I thought it turned out pretty well, and hope to do another one with them soon.

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Ticket Management for Dummies: Keeping Tickets Organized Truly Matters

TeamSupport

You get a support call escalated to you one minute, your boss tells you to call a different customer the next, and a few minutes later three new tickets hit your inbox, all with totally different issues. How do you and your team stay organized with your tickets when they’re flying in from everywhere?! If all customer problems came in through a single channel, such as email, it would make organizing and keeping track of your tickets so much easier.

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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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How Important is Contact Center CX?

Aspect

Customer Experience – noun. cus·?tom·?er ex·?pe·?ri·?ence | ?k?-st?-m?r ik-?spir-?-?n(t)s. The impression you leave with your customer, resulting in how they think of your brand, across every stage and touchpoint of the customer journey. It’s been said there are three sides to every story. In a business environment, those sides are the business’ side, the customer’s side and the truth, which lays.