ShepHyken
MARCH 28, 2017
Anthony Goonetilleke Discusses How Artificial Intelligence is Revolutionizing Customer Service. Do you want to embrace technology and provide your customers a better experience? Shep Hyken interviews Anthony Goonetilleke, the President of the Amdocs Product Business Group. First Up: Shep Hyken’s opening comments focus on how companies are currently incorporating artificial intelligence into their customer experience.
Contact Center Pipeline
MARCH 28, 2017
“We want to make people more accountable.” Well, amen to that. As a concept, accountability has enormous appeal. It is discussed in relation to government, education, non-profits and every corner of the business sector. Strategically, it has almost no downside. An increase in accountability, done properly, is welcomed by executives, management and engaged staff at […].
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
PeopleMetrics
MARCH 28, 2017
Today, content marketing is critical to your company’s success, and. utilizing social media is currently one of the best marketing strategies out there. Nearly everyone constantly carries a smartphone with them, and almost all of those people use Facebook. Why not utilize that fact to attract customers and build brand loyalty? If you choose to leverage Facebook to post content for your customers, remember to avoid aggressive advertising and sales pitches – content is about making your customers
Kayako
MARCH 28, 2017
How satisfied your customer is can depend on a lot of things: your product, your customer support team, your marketing and advertising, your branding, their interactions in your store, your website, your in-store staff… the list goes on. Typically, businesses rely on customer satisfaction scores as an indicator of the total happiness of a set of customers – but this is flawed.
Advertisement
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.
ijgolding
MARCH 28, 2017
I am often asked how I can conjure up a topic to write about on a weekly basis. Do I have a plan? Do I keep a long list of pre-defined article subjects? Is there a website to stimulate blog ideas? The answer to these questions is ‘no’! In all honesty, my writing is very much inspired by my own experiences – either as a customer in my own right, or by interacting with the many people I have the good fortunate to interact with in practising my vocation!
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Avaya
MARCH 28, 2017
I recently attended Jeff Pulver’s 2017 MoNage conference to get the latest views on chatbot usage and expectations for serving customers. Jeff Pulver created the Voice over the Net Conference when voice over the internet was in its infancy. As a co-founder of Vonage and other companies, his vision helped drive the industry we all take for granted. He’s brought his vision to the world of chat with his 140-Character conferences and most recently the MoNage conference.
CSM Magazine
MARCH 28, 2017
As operational complexity takes its toll on the service industry, it’s important we keep our focus on the customer. Ron Kaufman offers 8 ideas to achieve customer satisfaction by keeping it simple. 8 Simple Ideas to Improve Customer Satisfaction. 1. Ask them! Whether in print, in person or over the phone, nothing is better than asking customers exactly what they want and how they want it.
LiveChat
MARCH 28, 2017
We usually put a lot of time and effort into creating great sales pitches to seduce new customers and sending sophisticated emails full of jokes to keep their attention and increase their loyalty. Then we contact them through email marketing, which we know is the best way to stay in touch with your customers. Sometimes, we forget about one important thing – the moment when a customer has enough of your emails and looks for an unsubscribe option.
ForeSee
MARCH 28, 2017
We know that one of the biggest success factors in business getting the customer experience right. On a personal level though, one big predictor of success is “grit,” according to. The post Before Summit, watch keynote speaker Angela Duckworth’s TED Talk (video) appeared first on ForeSee.
Advertisement
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
CSM Magazine
MARCH 28, 2017
Maybe you are the owner of a small business who wants to find out what your customers are thinking. Maybe you work for a business, and your boss has assigned you to get some customer feedback. Here’s a warning: it is very easy to do bad focus groups—groups that do not end up obtaining worthwhile information from the participants, or worse yet, obtain incorrect information.
Uniphore
MARCH 28, 2017
Customer service trends are today driven by the need to meet consumer expectations. However, the evolution of technological innovation together with the shift in the demographics of consumers has led to quickly changing expectations. The main challenge in customer service strategy today lies in its ability to adapt to these changes and to grow in complexity, especially as it becomes increasingly crucial to the success of a company.
CSM Magazine
MARCH 28, 2017
Want to improve customer satisfaction? Here you will learn how to improve improve customer satisfaction in just 8 simple steps. 1. Ask them! Whether in print, in person or over the phone, nothing is better than asking customers exactly what they want and how they want it. (Ask them what they don’t want, too!) Use feedback sheets, mail-back forms, comment cards, telephone scripts and more. 2.
Brad Cleveland Blog
MARCH 28, 2017
ICMI recently put together the e-book Expert Insights on 8 of your Biggest Contact Center Challenges, featuring the ICMI Top 50 Thought Leaders. You’ll find thoughtful guidance on topics ranging from employee engagement to VOC data to defining quality. It’s … Continue reading → The post Expert Insight from ICMI Thought Leaders appeared first on Brad Cleveland.
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.
CSM Magazine
MARCH 28, 2017
Want to improve customer satisfaction? Here you will learn how to improve improve customer satisfaction in just 8 simple ways. 1. Ask them! Whether in print, in person or over the phone, nothing is better than asking customers exactly what they want and how they want it. (Ask them what they don’t want, too!) Use feedback sheets, mail-back forms, comment cards, telephone scripts and more. 2.
Brad Cleveland Blog
MARCH 28, 2017
ICMI recently put together the e-book Expert Insights on 8 of your Biggest Contact Center Challenges, featuring the ICMI Top 50 Thought Leaders. You’ll find thoughtful guidance on topics ranging from employee engagement to VOC data to defining quality. It’s definitely worth the read. Enjoy!
COPC
MARCH 28, 2017
The 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series was recently released at the Execs In The Know Customer Response Summit held in Las Vegas in February. The 86-page report developed by COPC Inc. and Execs In The Know covers a broad range of topics and has revealed many areas of opportunity where companies can greatly improve the customer experience.
Brad Cleveland Blog
MARCH 28, 2017
ICMI recently put together the e-book Expert Insights on 8 of your Biggest Contact Center Challenges, featuring the ICMI Top 50 Thought Leaders. You’ll find thoughtful guidance on topics ranging from employee engagement to VOC data to defining quality. It’s definitely worth the read. Enjoy!
Advertisement
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.
Pipkins
MARCH 28, 2017
CHESTERFIELD, MISSOURI — Yesterday, Gov. Eric Greitens announced four business expansions across the state including Pipkins, Inc., a provider of workforce management solutions for the contact center industry, which is planning to create 10 new jobs in Chesterfield. “We are working hard every single day to get more jobs with higher pay for Missourians—and businesses and companies across our state are taking notice of the new direction we’re taking the state,” said Gov.
Expert insights. Personalized for you.
227 
Let's personalize your content