Mon.May 13, 2019

Voice of the Customer (VoC) Feedback: Everything You Need to Know


The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company. 67% of customers are willing to pay more for better customer experience and the best way to improve is to listen to your customers.

You Need These 9.5 Skills to be Friendly Enough for the Customer Service Industry

Steve DiGioia

I watched her smile at everyone who passed her. Her gaze fell naturally on each person and she took the time to acknowledge the children. Waves, “high-fives” and plenty of thank-yous always seem to be around her. No wonder why the customers love her. How does she do it? Good question?

Is VoIP a Reliable Service for Your Business?


Very few businesses can operate without a phone presence. Whether it’s for sales operations or customer support, brands need a way to communicate with their current and future clients.

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Three Ways To Fix the Escalation Problem

Myra Golden Media

Escalated calls are frustrating for everybody – the employee who knows she could’ve done the exact same thing the supervisor did, the supervisor whose hair is on fire, and for the customer who has lost time. It’s time to fix the escalation problem.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

Why Your Business Needs Accurate Sales Forecast? Easy Guide to Sales Forecasting


Accurately created and executed sales forecast can make your business grow, even in lousy market condition. Being prepared can make up for many unfortunate circumstances. However, despite the advantages, for many sales leaders, sales forecasting is a dreaded task.

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“Forever Better”: Miele Canada and the Pursuit of Customer Service Excellence [Interview]


Miele. Its brand promise is “Forever Better.” It’s a household name. And, as it turns out, it’s a new university. As Miele evangelists know, the company stands for two important things: Quality and customers. So, it is fitting that its customer service reflects this, too.

What I Wish Everyone Knew About Getting Angry Customers to Back Down

Myra Golden Media

Anger Can’t Be Ignored. We’ve all chosen to not dignify a person’s absurd comment with a response, or perhaps you’ve stepped over a toddler sprawled on the floor in a tantrum, letting them scream.

The battle for superb CX: reasonable vs memorable


You know it’s Salesforce World Tour when a legion of exuberant mavens native to AI, omni-channel and the IoT pack the Jacob K. Javits Convention Center in Midtown Manhattan to inspire and innovate.

Ribbon Perspectives19 - My Takeaways on BCStrategies

Jon Arnold

Every industry event is different, and no two companies respond to changing market conditions the same way. My latest conference was Ribbon’s Perspectives19 in Washington DC, and I came away with some strong impressions, but also some questions.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

Is VoIP a Reliable Service for Your Business?


Very few businesses can operate without a phone presence. Whether it’s for sales operations or customer support, brands need a way to communicate with their current and future clients.

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Creating a Perfect Mobile Commerce Experience in 5 Easy Steps


It’s no secret that mobile commerce is constantly on the rise. Brands that deliver a great mobile experience are set to earn the loyalty of these customers who love to research and make purchases on the go. But what does it take to turn a product search into an actual purchase?

Best Vanity Number Providers in 2019


Setting up a vanity phone number for your business can be a great way to stand out. But, unlike regular business phone numbers, vanity number providers have very different methods when it comes to pricing and how they offer their product.


7 Marketing Tips for Accounting Firms

Abby Connect Virtual Receptionists

When you enrolled in a graduate program in accounting, you probably didn’t imagine you would one day also have to worry about marketing. Accounting courses train their students to become CPAs and run an accounting firm successfully.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Authentication Myths | Knowledge Based Authentication Works


To be fair, there was a point in time where knowledge based authentication questions (KBAs) were an effective form of identification. But that time is gone.

Companies Push for Digital to Enhance Customer Journey


There was a time when customers only had a single choice when it came to contacting a company's customer service department. They had to dial a number to reach the department by phone—and make sure that they did so during the company's customer service department's hours of operation. Read More.

Post-Event Surveys: What is the Best Time to Send Them Out?


The big event your team spent months planning for has finally come to a close, and it was a success. At least, you’re pretty sure it was. The only way to know for sure how well your event went is by sending out post-event surveys to attendees. Post-event surveys are a foolproof way to get direct, honest feedback about how you can improve your event for next time with valuable insights.

Companies Use AI to Enhance Customer Service Experience


In today's world we have come to realize that technology makes our lives easier. Incorporated into almost all daily used devices, from smart phones to smart refrigerators, technology simply makes our personal lives easier to manage thereby creating a more efficient use of our personal time.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Six Categories Of X&O Data Insights

Customer Experience Matters

Last week I attended SAP’s SAPPHIRE and CX Live events in Orlando. It was great to see 35,000 or so of my new friends. As you might expect, Experience Management (“XM”) was a dominant theme. Just about every SAP or Qualtrics keynote speech discussed XM, and it was a topic at many of the concurrent sessions. I really enjoyed seeing the XM message come to life in so many different ways.

Customer Retention is a Full Time Job

Andrew Mcfarland

Since retaining customers is anywhere from 5x to 10x more cost-effecive than acquiring new customers, your business ought to start thinking about customer retention as a full time job. In a previous post I remarked about companies that view customer. How to Deliver Customer Service What Is Customer Service? Acquisition Costs Customer Service Retention

How to Make Your Customer Service Team’s Learning Path More Engaging


Are you helping your customer service team unlock its full potential? Sadly, many companies aren’t. In fact, according to a stat-filled infographic created by the team at SHIFTelearning, ineffective training costs over $13.5m

Guild Insurance takes business compliance and CX to the next level with Conversation Analytics

Call Journey

Guild Insurance, Australia’s leading provider of insurance for businesses and professionals, adopts Conversation Analytics technology to help identify problems and opportunities from each voice interaction with their customers. Using Call Journey’s proprietary AI-powered solution – Emotive Voice Streams (EVS), Guild is now able to drill down into their sales and services call cues to analyse customer sentiment, identify root-causes of customer churn and monitor each agent’s performance.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Moving to a Collaborative Unified Communications World – A Migration Strategy for Customer-facing Businesses

Enghouse Interactive

Organisations of all shapes and sizes are looking to migrate from traditional PBX telecoms platforms to unified communications (UC) environments, integrating their contact centre for greater collaboration. The market is growing robustly. A recent report by Global Market Insights estimated the Unified Communications and Collaboration (UCC) market size at over US$32 billion in 2018, with a CAGR of 8% from 2019 to 2025. The rationale for businesses to move to UC environments is certainly clear.

Leading Consumer Goods Company


Focus. To recapture market share, figure out what the customer journey looks like, and conduct eCommerce and competitive analytics. Partnership With Stratifyd.

AI IRL Podcast Episode 19: Which is a better therapist, an AI app or a human?

bold360 Blog

Subscribe via iTunes , Spotify and more. Which is a better therapist, an AI app or a human? According to two recent studies, an app is just as good, and in some cases better, than a human therapist.

Imperial Tobacco


Focus. To recapture market share, figure out what the customer journey looks like, and conduct eCommerce and competitive analytics. Partnership With Stratifyd.

How to Improve Customer Experience in an Era of Choice

Customer experience is quickly becoming the de facto differentiator between successful businesses and the ones that fail. Download this ebook to learn how some of the largest companies in the world are driving better customer experiences.

What the Non-Techie Needs to Know about VRI

Certified Languages International

There’s a scene in the British sitcom IT Crowd where Jen, the IT department manager, is asked what “IT” stands for during an interview. She fumbles, struggles, tries to change the subject, even excuses herself for a moment, but ultimately cannot answer it.

Talking ‘customer’: what can Telecoms teach us about customer experience?


Customers were the centre of the conversation at the recent CX Exchange for Telecoms event. It was great to hear from speakers across the industry talk about the benefits, challenges and various telecom customer experience strategies to ensure that their business places the customer at the heart of their decision making. However, despite engagement and focus on ‘doing the right thing’ Telecom providers aren’t known for their great customer experience. According to Which?

Stratifyd Spotlight: Matt Madden


Estimated reading time: 5 minutes. Stratifyd Solutions Engineer, Matt Madden, has been taking on creative challenges his entire life – from learning to play the guitar and studying music performance, to teaching himself how to program. Madden was encouraged to pursue his creative talents from a young age, as his parents are a violinist and a professional artist.