Revation Systems

JUNE 18, 2018

As innovative technology continues to burst into every marketplace, customer experience has become a primary focus for many organizations. Blake Morgan, an MBA professor at Rutgers University and author who focuses on customer interactions, defines customer experience as the perception that customers have of your brand. It’s important to note that customer experience is much more expansive and encompassing than customer service alone, and can prove to be the difference in attracting and retainin

Chatbots 48

Chatbots Customer Experience Self service Surveys 48

Callminer

JUNE 18, 2018

Research is making it clear that when it comes to business interactions, tone matters. And if you’re not taking advantage of these insights in your contact center, you might be left behind.

Contact Center 207

Contact Center 207

TechSee

JUNE 18, 2018

With its value clearly proven within the field service industry and Goldman Sachs predicting that augmented reality (AR) will be an $80B market by 2025, it comes as no surprise that the sector is leading the market in practical implementation of AR technology. . The ability to augment information onto objects being serviced within the physical environment is transforming the field service industry.

Consulting 152

Consulting Consulting Marketing Technology 152

Ansafone

JUNE 18, 2018

Organizations looking to drive down costs while improving customer efficiencies, employee productivity and customer satisfaction understand that strategically using outside resources is a smart business practice. By leveraging the help of a business process outsourcing (BPO) firm, you not only optimize working capital but also strengthen your market position.

Business Process Outsourcing 78

Business Process Outsourcing outsourcing Contact Center Marketing 78

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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.

Jive

JUNE 18, 2018

Phone scams are a million-dollar business. With 2.7 million phone frauds reported last year, there’s a good chance you’re the victim of a phone scam. Or perhaps you know someone hurt by one. Or you’ve read about phone scams and now you’re worried whenever an unfamiliar number shows up on your caller ID. You should worry. Total losses to fraud comes in at $905 million a year.

Personalization 76

Personalization Contact Center 76

Customer Experience Matters

JUNE 18, 2018

Over the last few years, many B2B organizations have created customer success organizations that focus on ensuring that their clients are happy. These companies are realizing that customers aren’t just buying their products, they’re making purchases with the expectation that they will achieve some value from the provider’s products and services.

B2B 67

B2B Accountability Customer Experience Management 67

SharpenCX

JUNE 18, 2018

It’s hard to believe your contact center turnover rate, already seen as the industry’s KPI killer, could ever be underestimated. Yet, here we are. The problem isn’t that companies don’t take the concept seriously enough to take action. It’s that they’re taking the wrong actions. In fact, it’s increasingly popular for companies to host activities, [.].

Contact Center 59

Contact Center Contact center software Customer Experience 59

Aspect

JUNE 18, 2018

We’re thrilled to announce that earlier this week, customer Lidl UK won the esteemed prize of Best Consumer Chatbot at the CogX 2018 Awards. The awards, which celebrate the year’s most innovative and influential contributors to artificial intelligence (AI) awarded Margot the winebot as the winner in its category. Cognition X’ “Festival of All Things AI”, sponsored by Softbank and Financial Times, is one of the largest of its kind in Europe with over 300 speakers and more than 6000 attendees this

Chatbots 54

Chatbots Consulting Consulting Technology 54

Cyara

JUNE 18, 2018

Part of our work in the Domain Consulting team is to advise Cyara customers on their Agile/DevOps journeys. Through this process, we've identified a path to DevOps in the contact center that I'd like to explore in more detail. In this first post of a three-part series, I will talk about putting in the guard rails with design-driven assurance. In part two, I'll talk about how to accelerate the delivery of value whether you're doing an automated deployment or configuration of off-the-shelf contact

Contact center software 52

Contact center software Cloud contact Contact Center Consulting 52

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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

Surveys

pindrop

JUNE 18, 2018

Legacy authentication methods like knowledge based authentication questions (KBAs), ANI verification, and stand-alone voice biometrics are often ineffective, inefficient, and lengthen call handle time. To stay ahead, organizations are utilizing innovation – and Pindrop is here to help. Bank of the West is Pindrop’s latest partner in the fight against fraud within the phone channel.

Banking 53

Banking Customer Experience Enterprise Accountability 53

8x8

JUNE 18, 2018

Today’s consumers are notoriously fickle. What’s the way to win their repeat business? In an acronym: CX. It’s all about the quality of your customer experience. Simply provide the fastest, easiest, most personalized, convenient, relevant, value-driven, mistake-free interactions. Slam-dunk, right? Sure, if you manage a team of superheroes. And now you can.

Average Handle Time 48

Average Handle Time Contact Center Call flow Wait times 48

VocalCom

JUNE 18, 2018

In our digitally connected world, customers want to engage with brands whenever they need to. Many companies consider an omnichannel approach the solution to this problem, but there is one question that must be answered: Is your brand accessible 24/7? According to a recent study by West Unified Communications Services, 74% of the customers surveyed were frustrated that service was only available during business hours.

Customer Service 48

Customer Service Self service Contact center software Chatbots 48

Kristina Evey

JUNE 18, 2018

Shownotes… Core Values Build the Company Culture into the Customer Experience. Core values serve as the guiding light for how everyone in your company interacts, communicates and works with each other, external customers, and the community. Core values should be unique to your company. Core values provide the framework to help guide many business decisions.

Customer Experience 48

Customer Experience 48

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.

Customer Experience

Education Services Group

JUNE 18, 2018

How do I increase customer retention? It’s one of our most frequently asked questions. Although the answer is multilayered and complex, one of the essential building blocks to answering it includes Customer Success Managers (CSM). A career field that barely existed five or so years ago, CSMs make up ground zero for all CS functions — that includes keeping customers.

Customer retention 45

Customer retention Management outsourcing Best practices 45

Infinity

JUNE 18, 2018

The internet has made life easier in many ways. Information is more readily available, purchases can be made at the click of a button, and communication can be seamless. Recent developments in online chat and machine learning has opened up new ways for businesses to connect with their customers. But according to Google, a whopping 61% of searchers on mobile believe it’s important that they can call a business when they’re in the purchase phase of the buying cycle. 1 With so many alternative mean

Chatbots 45

Chatbots Sales Personalization Technology 45

Up Your Service

JUNE 18, 2018

Why are some training programs so dull, and others so full of active participation? What makes one trainer plod along, while another brings energy and effectiveness to each session? Using The UP! Your Service Active Learning Toolbox , you will generate active participation at all your training sessions, with even the most reserved students or the most conservative cultures excited and engaged.

Education 40

Education Best practices Customer Service 40

5CA

JUNE 18, 2018

I have often been told to listen more and speak less. As a passionate person by nature and an evangelist for great customer service, I find this hard to do.

Personalization 40

Personalization Customer Service Sales 40

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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.

Self service

Up Your Service

JUNE 18, 2018

Why are some training programs so dull, and others so full of active participation? What makes one trainer plod along, while another brings energy and effectiveness to each session? Using Ron Kaufman’s Active Learning Toolbox , you will generate active participation at all your training sessions, with even the most reserved students or the most conservative cultures excited and engaged.

Education 40

Education Best practices Customer Service 40

Avaya

JUNE 18, 2018

It used to be that a brand consisted of a logo and a visual or verbal impression. Today, there are many factors making up—and impacting—your brand. The most significant change is that the customer experience is now a key driver of your brand. Each customer relationship starts with a single interaction and lasts the entire customer journey, and that journey could last decades.

Quality management 40

Quality management Analytics Coaching Contact Center 40

Peter Lavers

JUNE 18, 2018

In my role as a SAS collaborator and recognised influencer , I was recently sent the white paper “ Darkness of Digital Shadows ” and supporting infographic. It talks about how analytics can be hampered by trying to interpret the shadows rather than the substance of the customer experience. The report got me thinking about the intention/reality gap of insight-driven marketing, and sparked a blog, which can be read at: .

Marketing 100

Marketing Analytics Customer Experience Customer centricity 100