Tue.Mar 14, 2017

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Amazing Business Radio: Keith Pearce

ShepHyken

Keith Pearce From Salesforce Talks About Your Most Competitive Differentiator: Customer Service. What are the major trends that are evolving in customer service, what do you need to do to keep up, and why? Shep Hyken interviews Keith Pearce, VP Product Marketing, Salesforce Service Cloud. Shep and Keith will discuss the motivation behind businesses doubling down on customer service as customer expectations evolve in the always-on, on-demand environment.

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What Is Voice Analytics? Definition, Tips, Best Practices, and Challenges of Voice Analytics

Callminer

Definition of Voice Analytics Voice analytics are the use of a voice recognition tool to analyze and record a spoken conversation. Not only does voice analytics software translate speech to text, it can also identify speaker emotion and intent by analyzing audio patterns. This software was first leveraged for commercial purposes in the enterprise in […].

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Leaders: Managing the Culture Is Your Job

Contact Center Pipeline

Over the past few years, there has been a growing awareness among top-level executives about the impact of culture on business success. Yet the responsibility for managing the culture is still a murky area—especially when leaders’ job descriptions and incentives are focused primarily on productivity and results, and not on building workplace trust and respect. […].

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Call Center Routing Benefits and Strategies

aircall

There are various call center routing strategies, some of more benefit than others, depending on company specifics. While the advantages of each strategy vary depending on a company’s needs, two fundamental goals remain the same across the board: call center efficiency and increased customer satisfaction. Call Center Customer Satisfaction. Call center efficiency and customer satisfaction vary due to one overarching reason: fluctuating demands within the confines of limited resources.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Top Two Secrets to Customer Success in SaaS

Mindtouch

“Customer Success is vital to your company’s ability to scale.” Catherine Blackmore, GVP Global Customer Success, Oracle Marketing Cloud. Without the proper internal structure geared towards helping your customers succeed, you will find high churn that results in lower retention rates, poor customer advocacy, and your competitors stealing your base out from underneath you.

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When does customer service excellence become ‘legendary?’

Vonage

Legendary service. Many organizations use this phrase to describe and promote their service. But how many have really earned the right to claim customer service excellence? If you give good service, that’s not legendary. If you go out of your way for someone, that’s not legendary either. But if you provide service unsurpassed in your field, that can be legendary service.

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In 2020, Customer Experience will Overtake Price and Product Quality as the Key Brand Differentiator

Uniphore

Why Digital Customer Service Should be a Top Priority. For a long time, companies have realized the importance of customer loyalty. Having a “good name” in business meant that people recommended buying from your company again and again. Read More.

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CX Journey™ Musings: No Budget for #CX Improvements

CX Journey

Image courtesy of aliceheiman No customer experience budget? I haven't written a CX Journey™ Musings post lately, but I found a topic that warrants a bit of reflection. I recently read an article on MyCustomer about a study that Ovum and BoldChat conducted in which they found that many companies don't have the necessary budget to improve the customer experience.

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A Step by Step Guide to Working Together as a Team

LiveChat

Michael Jordan once said: “Talent wins games, but teamwork and intelligence wins championships.” I guess we can all agree on that. Teamwork is important and it allows you to exchange ideas, work on big projects and follow through with goals that were established. A good team is never a coincidence. Working together requires a lot of work, both from a manager and team members.

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The Open CCaaS Advantage Report

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.

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Chatbots and bots - what they mean for customer experience

Eptica

Date: Wednesday, March 15, 2017 Chatbots and bots - what they mean for customer experience. Published on: March 15, 2017. Author: Pascal Gauvrit Talk of artificial intelligence and chatbots is currently everywhere in the customer experience market, with analysts, commentators and vendors all discussing the benefits that this type of technology can provide to brands and their customers.

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Call Center Routing Benefits and Strategies

aircall

There are various call center routing strategies, some of more benefit than others, depending on company specifics. While the advantages of each strategy vary depending on a company’s needs, two fundamental goals remain the same across the board: call center efficiency and increased customer satisfaction. Call Center Customer Satisfaction. Call center efficiency and customer satisfaction vary due to one overarching reason: fluctuating demands within the confines of limited resources.

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Regulators Open the Door for Utility Investment in the Cloud

West

By Chandler Harrison, Sales Executive, West Interactive. As technology evolves and changes the way we live our day to day lives, expectations for agile customer service are ever-rising. As a result, customers demand the same speed and personalization from your utility customer experience (CX) as that of their favorite retail company. Cloud-based technology can provide the flexibility and data-informed insights that utilities need to get ahead of today’s fickle utility customer.

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Microsoft + CaféX: Turbocharging Customer Engagement with Immersiveness and Intelligence

CafeX

As the Bob Dylan song “The Times They Are A-Changing” hums in the background, I can’t help but think how true that statement rings for the contact center & CRM domain. It was last October when Jujhar Singh, Corporate VP of Microsoft’s R&D organization for Dynamics CRM, announced the strategic partnership between Microsoft and CaféX to change how businesses engage customers online.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Prioritizing Digital Customer Service

Uniphore

Why Digital Customer Service Should be a Top Priority. For a long time, companies have realized the importance of customer loyalty. Having a “good name” in business meant that people recommended buying from your company again and again. Read More.

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What vCommerce Brands Get Right About Customer Experience

Kayako

Could your company be blamed for a failed essay? Warby Parker had better hope not. My @WarbyParker home try on package is arriving tomorrow and I am so excited I can’t focus on my essay. — Brandon (@TheBrandonPFrye) February 22, 2017. Warby Parker are just one of many brands in the fast-growing vCommerce space who are inciting incredible customer love as a result of their their dogged focus on delivering fantastic customer experiences – and reaping the rewards: their latest funding

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Harvesting the Benefits of Digital Self-Service

Uniphore

There are many advantages to be gained from guiding customers into channels where they can resolve their problems without requiring an agent’s help. Read More.

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Do Your Customers Love You—Or Trust You?

Verint

If you’re part of an organization in today’s complex and competitive world, is it better to be trusted or loved? While it’s likely true that almost every organization wants to be loved, it’s fairly tough to keep your customers if you aren’t trusted. We all know gaining new customers isn’t easy—and sometimes keeping them can be even tougher.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Three Major Customer Service Trends

Brad Cleveland Blog

We are well into 2017. How’s it going? Take a minute to reflect on how customer service continues to evolve at your organization. If you missed the December issue of my Edge of Service™ Newsletter, you might enjoy reading about three predictions that I have for 2017.

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So you attended the Customer Experience workshop, what now??? by Paul Clavering

ijgolding

If you have ever worked in a company that is looking to improve its sales, often Customer Experience(CX) is defined as the solution. Normally a CX expert is drafted in and a workshop created for the key stakeholders. This often generates initial clarity and in some cases a Level ‘0’ or Level ‘1’ model is produced. It is generally agreed that the model should be communicated and a plan developed to tackle the issues raised. .

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Three Major Customer Service Trends

Brad Cleveland Blog

We are well into 2017. How’s it going? Take a minute to reflect on how customer service continues to evolve at your organization. If you missed the December issue of my Edge of Service™ Newsletter, you might enjoy reading about three predictions that I have for 2017.