ShepHyken
OCTOBER 10, 2017
Daniel Burrus Shares how to Anticipate Your Customers’ Needs Rather than Reacting. How would you like to be able to anticipate your customers’ needs before the even ask? Shep Hyken interviews Daniel Burrus, author of The Anticipatory Organization: Turn Disruption and Change Into Opportunity and Advantage , in which he explains how to predict what customers need rather than simply waiting to be asked. .
Call Center Weekly
OCTOBER 10, 2017
By Diana Aviles Here we are… Part III is finally here! Where we last left off, I discussed how queries are a major aspect of Speech Analytics. I also mentioned the importance of establishing a business need for queries; but what happens if there is not a strong enough business need to build a query for a particular topic? Well, the good news is that you are not out of luck and that leads us to part three of “Adventures in Speech Analytics”- Ad Hoc searches.
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Aspect
OCTOBER 10, 2017
The role of the contact center has never been more critical to the overall success of your business strategy than it is today. But in light of the recent hurricanes that have devastated Texas, Florida and the Caribbean, contact centers have taken on a new importance by demonstrating the value that they can have for communities in times of need. With families displaced, homes destroyed and sadly, lives lost, the disruption of communications has been offset by some contact centers stepping up to
Contact Center Pipeline
OCTOBER 10, 2017
Did you know that your marketing organization has invested significant dollars in brand awareness and developing a strong business reputation? Do you know that BUZZ scores (whether people have heard anything positive or negative about the brand in the media or through word of mouth) can drop as much as 35 points after a breach […].
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Fonolo
OCTOBER 10, 2017
Today’s demanding consumers have high expectations when it comes to the call center experience. A surefire way to fall out of favor with a customer is to leave them on hold for more than a few minutes. (For proof, head over to onholdwith.com and check out the feed of complaint-tweets.). The solution to hold-time is to offer a call-back as an alternative.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
SharpenCX
OCTOBER 10, 2017
Reporting ImprovementsReporting has been renamed to Insights.You now have the ability to go back further in time for snapshot live charts. Now, you can view the past 7 days, 30 days, and 90 days. Report headers can now be hidden in dashboards, to maximize the dashboard space.A new datasource—Agent Insights (Beta)—has been added, for agent-specific [.].
Eptica
OCTOBER 10, 2017
Date: Wednesday, October 11, 2017 Balancing the human and the digital in customer experience. Published on: October 11, 2017. Author: Pauline Ashenden 3 questions to Régine Vanheems, co-founder of The Connected Commerce Observatory and Professor, University of Lyon 3 Sorbonne - ESCP Europe. A noted expert on customer experience, R égine Vanheems has worked extensively with Eptica, providing its customers with analysis into the latest trends around consumer expectations and behaviour, particularl
SharpenCX
OCTOBER 10, 2017
There’s a turnover epidemic in contact centers. So, there’s no reason to invest in employees that are just going to leave…right? [.]. Read More. The post Is It Really Worth It To Train Your Contact Center Agents? appeared first on Sharpen Contact Center Software.
Toister Performance Solutions
OCTOBER 10, 2017
Many small business owners hope Google will bring in more customers. Some try to advertise using Google Ads. Others wade into the mysterious world of search engine optimization (SEO). The latter often involves hiring an internet marketing wizard who makes strange suggestions for your website. There's another way Google can help you bring in more customers.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Contact Center Geek
OCTOBER 10, 2017
I have been called a glutton for punishment because I call a contact center every day of my career. No way. The lessons I've learned calling other contact centers have proven invaluable. I wouldn’t have had the career I’ve had without the years of “competitive analysis”. The real punishment I put myself through however, is taking surveys. Although I’m not able to take one every day, I actively seek out opportunities to take them and have completed hundreds over the past several years.
Aria Solutions
OCTOBER 10, 2017
Overwhelming evidence confirms that improving CX does drive business results and that prioritizing customer experience is the proven path to success. However, many customers feel that only a few companies engage with them well, and even with those companies there is room for improvement. So why are companies still struggling to deliver great customer engagements?
CafeX
OCTOBER 10, 2017
Today's best customer service experiences are delivered by organizations that have adopted omnichannel engagement. Here's how CaféX is rocking the 10th Annual D365UG / CRMUG in Nashville, TN.
DMG Consulting
OCTOBER 10, 2017
Question: Are voice recognition and voice biometrics the same thing? Answer: Simply put, voice recognition identifies what words are being spoken by an individual, while voice biometrics identifies the person saying those words. Voice recognition, also known as speech recognition or speech-to-text technology, identifies spoken words and phrases and converts them into text-based content that can be read, understood and utilized by machines.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
ClientSuccess
OCTOBER 10, 2017
Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Metrics help separate process that are working from processes that need more fine-tuning. While it can be tempting to just track overarching metrics that measure high-level numbers and sentiment levels, it’s actually critical to look at individual metr
DMG Consulting
OCTOBER 10, 2017
Welcome to the Hybrid World of Contact Center Software . The future of contact center technology is in the cloud, although not all systems and applications are going to be moved to the cloud at once. Therefore, the dominant implementation model for contact center technology, particularly in large environments, is going to be hybrid. This means that some systems and applications used by an enterprise will be in the cloud while others will be on-premise.
COPC
OCTOBER 10, 2017
Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations , was recently released during the Execs In The Know Customer Response Summit, Chicago, on September 19-21. This series is developed in partnership between COPC Inc. and Execs In The Know.
Noble Systems
OCTOBER 10, 2017
First, what in the heck is Gami-fi-cation and what is all this excitement about? For all the people “in the know”, congratulations, you have or are going to see the results that you have been hoping for. Now for the ones that have heard of it, but have no idea what it truly means a little hint; the answer is in the word. BINGO!!! Folks, when I talk about Gamification I am talking about using game mechanics to increase productivity, lower attrition, and lower absenteeism, those are just some of t
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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.
Talkdesk
OCTOBER 10, 2017
Dreamforce 2017 is approaching quickly and we couldn’t be more excited about a chance to participate in this year’s activities. We’ll be a Titanium sponsor of this year’s event, which affords us a fantastic opportunity to showcase how our next-generation cloud-based contact center platform can take any company’s customer conversations to the next level.
Customer Experience Matters
OCTOBER 10, 2017
In case you missed it, Richard Thaler won the Nobel Prize in Economics. He’s a well-known behavioral economist and author of the popular book Nudge. Thaler often collaborated with another behavioral economist (and one of my favorite economists of all time), Daniel Kahneman, who won a Nobel Prize in 2002. You may have seen Thaler in this scene from The Big Short where he and Selena Gomez explain a financial instrument called a synthetic collateralized debt obligation (CDO).
Verint
OCTOBER 10, 2017
If yours is among the growing number of companies that have embraced customer engagement as a business strategy, you may be wondering, “Should we be doing something differently than before?”. The short answer is yes and no—and importantly, you should be doing the same things better. The place to start is the customer journey. It is essential to understand each step consumers take when communicating with your firm.
ClearAction
OCTOBER 10, 2017
Solving Complex Challenges through B2B Customer Experience Lynn Hunsaker. “Our customer experience team really wants to make systemic and strategic changes that span the company, so we only tackle situations that our normal business-as-usual processes are not normally suited to tackle. Those tend to be situations that span multiple parts of the company, span multiple processes, and where there is no one that is holistically looking at a problem, that’s where our customer experience t
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!
Inbenta
OCTOBER 10, 2017
If you are searching for a way to get a “deer in the headlights” moment from a millennial, you could do worse than call their smartphone. Despite the widespread use of cell phones, we are now a world where communication consists of emojis, GIFs, photos and sometimes text rather than the old-fashioned phone conversation. Indeed, 75% of British adults own a smartphone but one in four do not use them for what they were initially designed to do – talking.
CSM Magazine
OCTOBER 10, 2017
Online retailers are definitely getting it right in the UK according to the latest consumer research from global customer experience expert, Webhelp. The company asked 500 UK adults about their experiences of online shopping. 95% of those surveyed had purchased something online in the previous six months and only 2% of them had experienced a problem with their order.
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