Contact Center Pipeline
FEBRUARY 9, 2017
InGenius® is a computer telephony integration (CTI) innovator with over 20 years of experience in enterprise telephony. InGenius Connector Enterprise integrates existing telephone systems into Salesforce and Microsoft Dynamics CRM, to empower sales and service organizations to deliver world-class, phone-based customer experiences. With features such as screen pop, click-to-dial, CRM screen transfer, enhanced call reports […].
CustomerGauge
FEBRUARY 9, 2017
More Than 75% of Macy’s Shoppers Preferred Amazon For the Holiday According to Prosper Insights’ January 2017 survey of more than 7,500 U.S. adults, more than three-quarters (76.7%) of Macy’s core shoppers have preferred to shop at Amazon during Q4 of 2016 (October, November and December). These results come one year after Macy’s CEO announced […].
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Customers That Stick
FEBRUARY 9, 2017
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Win the Customer
FEBRUARY 9, 2017
Because you can’t always turn to an expert in times of trouble and crisis, there are strategies you can turn to protect confidential customer information from getting in the wrong hands. Beyond a good customer service experience, customers seek out businesses whose owners are credible and trustworthy, will safeguard their personal information, and stay up on the latest trends.
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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.
AskNicely
FEBRUARY 9, 2017
So, you probably know by now that NPS is a great way to measure customer happiness (we do mention it every now and then). But let’s be honest, each business is different and each of their customers, different again so if you want to get REALLY useful data out of your Net Promoter Score™ program, a one-size fits all approach will never work. And that’s why we’ve always focused on making sure AskNicely plays nice with as many other systems as possible.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ijgolding
FEBRUARY 9, 2017
We like to talk about what good customer service (CS) can do for a business, but what about at the other end of the spectrum? What can bad cases of CS do to your business? Can it knock your customers’ belief in your brand? Or is it something you can easily recover from by planning in advance? With so many of the biggest brands suffering from many instances of bad press, it’s interesting to understand how they recover from this or if they recover at all.
Mindtouch
FEBRUARY 9, 2017
Touchpoints , our easy-to-deploy web-based tools that extend product content into external systems, now include our new Touchpoint for Zendesk. Unlike our legacy Zendesk integration, which required a developer or systems integrator to implement, in most cases, Touchpoint for Zendesk can be used by system administrators right through the MindTouch and Zendesk web interface!
Strategic Contact
FEBRUARY 9, 2017
Omnichannel is everywhere – vendor marketing, analyst articles, conference sessions, client wish lists. While touted as a new concept, it doesn’t seem all that different from the multimedia routing and reporting (MMRR) that have been around for years and have been so difficult to achieve. So it’s fair to ask: What’s really new? Omnichannel seeks.
ForeSee
FEBRUARY 9, 2017
This year’s ForeSee Summit — our annual client event for CX professionals — is shaping up to be the best yet, and we wanted to highlight a handful of speakers. The post Speaker roundup: Why retailers won’t want to miss 2017 ForeSee Summit appeared first on ForeSee.
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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
Talkdesk
FEBRUARY 9, 2017
On-demand services are exploding into the consumer space across a range of industries. Companies like Doordash, Handy and Spothero are building platforms to deliver goods and services to customers at a moment’s notice. The entire process is enabled by lightning-fast communication, and consumers who utilize these services are experiencing a dramatic shift in customer service expectations.
Brad Cleveland Blog
FEBRUARY 9, 2017
Effective communication across an organization is essential to sharing and using voice of the customer. And there are plenty of additional reasons to strengthen ties. Opportunities for ongoing product and service improvements and innovations almost always involve other areas. Root-causes … Continue reading → The post Strengthen Ties Across the Organization appeared first on Brad Cleveland.
Verint
FEBRUARY 9, 2017
While the world has embraced digital for both their entertainment and business purposes, something has emerged recently that may surprise a few people. The human element of customer service is not going anywhere—in fact, it may be more important than ever. A Verint survey of more than 24,000 customers across 12 countries, in collaboration with research firm Opinium, provided some important insights on how to find the right balance between digital and human customer service.
Brad Cleveland Blog
FEBRUARY 9, 2017
Effective communication across an organization is essential to sharing and using voice of the customer. And there are plenty of additional reasons to strengthen ties. Opportunities for ongoing product and service improvements and innovations almost always involve other areas.
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.
Brad Cleveland Blog
FEBRUARY 9, 2017
Effective communication across an organization is essential to sharing and using voice of the customer. And there are plenty of additional reasons to strengthen ties. Opportunities for ongoing product and service improvements and innovations almost always involve other areas.
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