COPC

AUGUST 10, 2016

Featured Event: September 15, Fairfield, CT. The event will be held at the Bigelow Tea headquarters in Fairfield, Connecticut. Future Events: September 18-20, Austin, Texas. Brenstein will lead a wider group discussion about customer journey mapping, delivering on brand promise and improving the customer experience.

Journey mapping 40

Journey mapping Benchmark Entertainment Airlines 40

Beyond Philosophy

JUNE 30, 2015

What happens at art auctions can give us all some insight on what’s going on with our Customers, too—although I’d wager few of us are working in the $180 million range! What else can we as marketers learn about Customers by watching the behavior employed at Art Auctions? The Hammer Price is a trick. However, it’s a trick.

Benchmark 307

Benchmark Customer centricity Marketing Customer Experience 307

ShepHyken

JULY 15, 2016

Anyway, with just a week to go before the big event and growing restless, Caroline, who tends to be a bit shy, decided to break out of her own comfort zone and ask the boy to the dance using a creative poster board she planned to present to him on the school bus. He accepted and they and their friends had a wonderful time.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

AWS Machine Learning

SEPTEMBER 27, 2023

Working with the top 60+ US healthcare networks, MDaudit needs to be able to scale its artificial intelligence (AI) capabilities to improve end-user productivity to meet growing demand and adapt to the changing healthcare landscape. Summary This post discussed the unique business challenges faced by customers in the healthcare industry.

Healthcare 103

Healthcare Engineering SaaS Analytics 103

Creative Virtual

DECEMBER 8, 2022

Whether it’s through our product development or our collaborations with individual clients, it’s important to us that we consistently deliver the best solutions possible. Having an analyst group recognise us for this is always an exciting bonus – and that’s what happened again this year.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

VirtualPBX

JANUARY 23, 2024

What about keycard/code-based access? Educate about attack styles: Not all staff will be aware of the kinds of attacks that call centers may encounter. By teaching them about techniques such as phishing, you can ensure they recognize issues with email formats, sender addresses, and link legitimacy. Does every office have CCTV?

Call Center 98

Call Center Engineering Education Best practices 98

Fonolo

NOVEMBER 13, 2018

Mark your calendars for these educational and inspiring events, listed chronologically here (And: If you think we forgot a relevant event, feel free to reach out and let us know!). Follow this event on Twitter here. CCW is the world’s largest customer contact event series and a definite must-attend.

Customer Service 108

Customer Service Contact Center Education Engineering 108

AWS Machine Learning

JUNE 13, 2023

Why we chose Amazon Kendra Amazon Kendra is a cloud service that allows us to search for internal information from a common interface. The ability to automate this was a very desirable factor for us. In addition, Amazon Kendra’s ease of implementation and flexibility are also great advantages for us.

Chatbots 78

Chatbots Engineering Enterprise APIs 78

Fonolo

APRIL 23, 2019

It’s getting warmer, which means this year’s vibrant trade show season is upon us! And we at Fonolo know how to kick things off: We’ll be exhibiting at the highest-rated event for contact center professionals: ICMI’s 2019 Contact Center Expo and Conference, taking place May 13-16 at The Diplomat Beach Resort in Hollywood, Florida.

Contact Center 57

Contact Center Education Call Center Customer retention 57

Fonolo

JANUARY 22, 2020

Whatever anyone says, attending live events is essential if you want to keep up and keep involved with the industry around. We’re personally attending the five below, and possibly more, so please let us know if you’re coming, too! Date of Event: January 28-31, 2020. Event Host: IQPC Inc. Date of Event: February 5-6, 2020.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

Cyara

NOVEMBER 25, 2020

Many of the things we used to consider reassuringly normal around the holidays have been upended by the events of 2020. It used to be reassuringly normal for those of us in the customer experience space to reflect on the Black Friday retail season by trading “worst practices” and horror stories.

Call Center 90

Call Center Sales Customer Experience 90

AWS Machine Learning

SEPTEMBER 7, 2023

In this post, we will build an end-to-end solution to find optimal control policies using only historical data on Amazon SageMaker using Ray’s RLlib library. To learn more about reinforcement learning, see Use Reinforcement Learning with Amazon SageMaker.

Metrics 98

Metrics Engineering Scripts Accountability 98

Fonolo

OCTOBER 29, 2019

It’s hard to get clear, objective data about the overall state of self-service technology. Case studies about specific projects are plentiful, but, as the saying goes, “the plural of anecdote is not data.” Data released last week allows us to do just that. Average Call Duration Trending Up. What’s Inside: .

Self service 80

Self service Call Center Interactive Voice Response Chatbots 80

ChurnZero

JULY 9, 2020

Sure, you won customers over to get the initial purchase, but what about your post-sale courting? The best relationships are the ones you learn and grow from – that continuously teach us something new. Nurture with Networking Events. Most companies’ event budget is allocated towards prospecting and brand awareness.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ChurnZero

NOVEMBER 29, 2022

Sometimes we’d get lucky, and the customer would come to us to ask for more products or services. There were also a number of customers who turned us into shelfware or essentially churned. This made it difficult to find referenceable customers to speak at events or provide case studies.

Scripts 98

Scripts Sales Customer centricity Coaching 98

Quality Contact Solutions

DECEMBER 31, 1969

Whether your organization handles all the logistics or enlists the help of call center services to augment your team’s preparation, a great deal of time and effort is spent with planning for the event such as, pre-event outreach emails and phone calls, logistics and travel expenses. After the event, implement your plan.

Call Center 53

Call Center Telemarketing Sales Best practices 53

Beyond Philosophy

SEPTEMBER 15, 2015

In their 15th annual Net Promoter Benchmark Study, he gave a great presentation of some really interesting stats on NPS. So the question is, what can we learn about what works for Customer Experience by looking at trends in NPS? Please CLICK HERE to join us for the Webinar. Quite a lot, it turns out.

Banking 383

Banking Telecommunications Consulting Consulting 383

Aspect

AUGUST 21, 2019

ACE Europe 2019 is here and is set to be our most insightful instalment yet, with users and influencers given the opportunity to exclusively learn about the new Aspect, hear our latest product roadmap and discover the latest trends in workforce optimisation , interaction management and engagement analytics.

Best practices 70

Best practices Self service Analytics Education 70

Creative Virtual

SEPTEMBER 6, 2018

Following on from C3 London held in May, the event will explore conversational platforms and how organizations can unlock the power of machine learning, natural language processing and intelligent assistance. The conference features case studies, industry use cases, and a series of interactive, topical panel discussions.

Customer Service 45

Customer Service Chatbots Virtual Agent Best practices 45

Vcaretec

JUNE 6, 2022

It’s that time of year again - time to map out your budget for industry conferences and events. We’ve made it easy for you to check this off your list with our Big List of Customer Care Events and Conferences. Generally speaking, there are two main aspects to each event. for detailed how-to educational talks.

Customer Care 52

Customer Care Wireless Education Contact Center 52

Certified Languages International

JULY 1, 2021

A reliable interpreting company delivers a consistent experience day-to-day so you know what to expect every time you use it. They answer the phone when you have a question, offer the language resources they claim to offer, and, in the event there is a disruption in your service, they let you know. A business continuity plan.

Complaint resolution 52

Complaint resolution Telecommunications Call Center Metrics 52

VirtualPBX

JANUARY 23, 2024

What about keycard/code-based access? Educate about attack styles: Not all staff will be aware of the kinds of attacks that call centers may encounter. By teaching them about techniques such as phishing, you can ensure they recognize issues with email formats, sender addresses, and link legitimacy. Does every office have CCTV?

Call Center 52

Call Center Engineering Education Best practices 52

Uniphore

JUNE 10, 2021

Our solution: educate centers on the power of automation and empower agents to use technology to their advantage. Along the way, we learned a lot about the obstacles customers and agents face today. 24 Contact Center Automation Case Studies that Reveal Game Changing AI and RPA Strategies. Make Legacy Tech Work Smarter.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

ProProfs Blog

JUNE 11, 2020

The answer is pretty easy if you think about it, you see the feedback of others who used that product right there. Our decisions are influenced by the data that is available to us, mediocrity is no longer tolerable, and so we base our decisions on what data suggests is the best option. How long have you been a customer with us?

Surveys 97

Surveys Metrics Feedback Marketing 97

Quality Contact Solutions

DECEMBER 31, 1969

Whether your organization handles all the logistics or enlists the help of call center services to augment your team’s preparation, a great deal of time and effort is spent with planning for the event such as, pre-event outreach emails and phone calls, logistics and travel expenses. After the event, implement your plan.

Call Center 40

Call Center Telemarketing Sales Best practices 40

TechSee

JANUARY 9, 2018

Conor McGregor- a major US cable company had high expectations. The PPV fee was set at $99.95 , and based on past sales, an estimated six million homes in the US and the UK were expected to purchase access to the private telecast. The post PPV Customer Service Case Study: Cable Company Avoids a TKO appeared first on Techsee.

Customer Service 170

Customer Service Call Center Engineering Advertising 170

Clarabridge

MARCH 1, 2017

Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Discussions of case studies that show the strategic value of customer experience management. Conversations about the role of social customer service in providing a great customer experience.

Strategic Value 49

Strategic Value Marketing Technology Customer Experience 49

The Petrova Experience

JUNE 29, 2023

One of the things we enjoy most about customer experience design for the aviation industry is tackling its unique complexities. million Americans planning to fly for the Fourth of July holiday, and weather events predicted throughout the country, familiar customer complaints are on the horizon for our aviation industry colleagues.

Airlines 52

Airlines Transportation Government Best practices 52

Call Experts

MARCH 18, 2021

Too many organizations use disparate, spreadsheet-based systems for employee time and absence tracking. Many organizations don’t think about attendance tracking technology until it is too late. Let your teams spend time focusing on strategic activities like manager training and employee engagement events. Click here.

Employee engagement 75

Employee engagement Government Self service Analytics 75

Fonolo

OCTOBER 29, 2019

It’s hard to get clear, objective data about the overall state of self-service technology. Case studies about specific projects are plentiful, but, as the saying goes, “the plural of anecdote is not data.” Data released last week allows us to do just that. Average Call Duration Trending Up. What’s Inside: .

Self service 52

Self service Call Center Interactive Voice Response Chatbots 52

Vonage

SEPTEMBER 25, 2015

Customer Contact Expo, the UK’s largest event for the customer contact and customer service industry, is now less than a week away, and I’m looking forward to joining some of the industry’s leading experts on both days to talk about how SureFlap provides its excellent customer experience and has rapidly grown its business.

Customer Service 120

Customer Service Consulting Consulting Marketing 120

Clarabridge

APRIL 20, 2017

The time has almost come for C3, Clarabridge’s annual customer experience event. We’re excited, and we hope you’ll join us. For example, the Business track includes case studies and information about the value of customer experience initiatives. Join us for C3 at the Fontainebleau Miami Beach May 1-4.

Analytics 60

Analytics Education Best practices Customer Experience 60

Fonolo

JANUARY 31, 2023

Still have questions about call center training? Most people think of training as a one-time event or program, but that’s just the tip of the iceberg. Yes, training agents to use the phones and customer management systems is important, but agents must also learn and practice ‘soft-skills’ like empathy and active listening every day.

Call Center 141

Call Center Contact Center Coaching Gamification 141

REVE Chat Blog

MARCH 4, 2020

Before we discuss lead generation ideas, let us know the pillars that build an effective lead generation strategy. Businesses are curious to know about the different lead generation ideas. . Let us discuss the strong foundations that can help in B2B lead generation. Tips for using pop-ups for B2B lead generation.

B2B 71

B2B Best practices CRM Sales 71

Infinity

MARCH 5, 2020

Some key Conversation Analytics uses include: Identifying keywords used on calls. Cataloguing calls about specific products, services, or locations. We already have case studies for how the Telegraph and Flight Centre have used our Conversation Analytics suite, along with multiple award nominations.

Analytics 52

Analytics Automotive First call resolution Engineering 52

Clarabridge

MARCH 1, 2017

Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Discussions of case studies that show the strategic value of customer experience management. Conversations about the role of social customer service in providing a great customer experience.

Strategic Value 40

Strategic Value Marketing Technology Customer Experience 40

Clarabridge

MARCH 1, 2017

Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Discussions of case studies that show the strategic value of customer experience management. Conversations about the role of social customer service in providing a great customer experience.

Strategic Value 40

Strategic Value Marketing Technology Customer Experience 40