CX Global Media
JUNE 27, 2017
Over the past few years there has been a large focus to develop security solutions for mobile and online channels. This has left your contact center vulnerable. To fraudsters, they see your contact center as a huge fraud opportunity. And they love you for it. “Why your contact center is a massive fraud risk” Click to Tweet. Are you at risk? You can bet on it.
Contact Center Pipeline
JUNE 27, 2017
There is one thing that becomes immediately evident to Teleopti’s contact center clients—that this is a company that walks the talk when it comes to customer care. In fact, the global provider of workforce management (WFM) software has been regularly recognized for high customer satisfaction ratings, as well as by its employees for high workplace […].
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Influitive
JUNE 27, 2017
In a noisy world of non-stop ads and content marketing, it has become increasingly difficult for us to trust the brand messages we see. First, buyers place a lower degree of trust in branded content, or anything produced by a company about themselves. According to UK marketing agency Earnest, only 9% of B2B buyers actually.
CustomerGauge
JUNE 27, 2017
As a Customer Success Manager, I can’t help but want to share the amazing customer-centricity displayed by one of my largest clients, H&R Block Canada. Everyone talks about being customer-centric, but this is an organization—I feel—that does a truly outstanding job displaying that through their actions, not just their words. In addition to sending out […].
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GetFeedback
JUNE 27, 2017
We've been hard at work on new features and updates to help you capture better feedback. GetFeedback Summer '17 is a roundup of our latest releases. Dig in!
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
GetFeedback
JUNE 27, 2017
With dashboard filtering and sharing, you can give everyone on your team a personalized view of the customer feedback that matters most to them.
NICE inContact
JUNE 27, 2017
When it comes to competitive industries, few rank higher than hospitality. With so many high-end hotel and accommodation options vying for customers these days, the guest experience has never been more critical. Great communication and attention to customer journey goes much farther in garnering return guests and brand loyalty. For Carlson Rezidor , one of the globe’s largest hotel groups with 1,400 properties, including the widely known Radisson brand, creating consistency across all guest rese
Aspect
JUNE 27, 2017
Let’s recap what we’ve covered thus far in our customer engagement center series …. We’ve defined the value and need for a customer engagement center and we’ve discussed the following capabilities: self-service , omni-channel customer experience , and proactive outreach. Today, we are continuing with service intelligence. Simply connecting a call to the next available agent is no longer enough to satisfy the customer and it does not provide any benefit to the contact center.
Toister Performance Solutions
JUNE 27, 2017
Customer service training is a challenge for many companies. First, there's the cost. It's not just the consultant's fee, it's the labor cost associated with sending employees to training. There's also a logistical hassle. Most companies can't completely shut down their customer service operation. So they divide employees into groups and stagger shifts or add in some overtime to provide coverage while employees are in training.
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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
Natalie Petouhof
JUNE 27, 2017
Tweet Customer-centric strategies have been the mainstay of B2C companies like Amazon and Google. But today B2B the landscape of business-to-business relationships is changing. Industry-leading B2B companies increasingly respond to intensifying global competition by putting customer-centricity and experience at the heart of the strategy. For a very many B2B companies, across many sectors, the growing influence of customer-experience strategies and the bold moves of customer-centric leaders pose
ForeSee
JUNE 27, 2017
Jason Huffman is Director of Customer Experience at Union Bank and Trust, the largest bank company in Virginia managing just over $8.5 billion. Since its founding in 1902, the company. The post VOC Leaders: How Union Bank and Trust saw immediate benefits from integrating CX intelligence to its process appeared first on ForeSee.
Uniphore
JUNE 27, 2017
Today, as more and more brands are chosen based on whether the overall customer experience matches their expectations, metrics are essential to help make sure call center protocol is in line with these expectations. However, at the same time, not every metric can be solely customer-centric as there are operational costs and other business needs that must be factored in.
Calabrio
JUNE 27, 2017
Providing the best customer experience possible is at the top of every company’s priority list. Brands know that customers want personalized, proactive service that validates their purchase decision. Customers want brand interaction to be seamless and easy, and brands know that they risk losing their competitive advantage if they fail to deliver. With this pressure mounting, it is important to realize that you can – and should – lean on your vendors to provide you with the tools and services you
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.
Talkdesk
JUNE 27, 2017
Talkdesk today announced that TalkIQ , a launch partner within AppConnect , has passed the 2,000 seat threshold for customers registered through Talkdesk. AppConnect, announced at Opentalk less than two months ago, is the first enterprise app store, offering Talkdesk users innovative call center solutions with user-friendly features including a free trial, one-click setup and pay-as-you-go billing.
Calabrio
JUNE 27, 2017
Providing the best customer experience possible is at the top of every company’s priority list. Brands know that customers want personalized, proactive service that validates their purchase decision. Customers want brand interaction to be seamless and easy, and brands know that they risk losing their competitive advantage if they fail to deliver. With this pressure mounting, it is important to realize that you can – and should – lean on your vendors to provide you with the tools and services you
SoliCall
JUNE 27, 2017
This special blog post is dedicated to a video that explains some of the benefits when using PBXMate in call centers.
Calabrio
JUNE 27, 2017
Providing the best customer experience possible is at the top of every company’s priority list. Brands know that customers want personalized, proactive service that validates their purchase decision. Customers want brand interaction to be seamless and easy, and brands know that they risk losing their competitive advantage if they fail to deliver. With this pressure mounting, it is important to realize that you can – and should – lean on your vendors to provide you with the tools and services you
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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.
Brad Cleveland Blog
JUNE 27, 2017
The post Revisiting Your Service Level Objectives appeared first on Brad Cleveland.
CX Journey
JUNE 27, 2017
Image courtesy of Pixabay Do you have a customer experience vision? One of the 7 Deadly Sins of Customer Experience is "lack of CX vision and strategy." Have you created a customer experience vision for your organization? How will you know where you're going if you haven't? A well-defined and clearly-communicated vision becomes the organization's north star and helps employees understand how they are consistently expected to deliver the experience for your customers.
Avaya
JUNE 27, 2017
Technology is no longer part of the guest experience; it is the guest experience. Today, 40% of guests now regularly use hotel mobile apps. Over 80% prefer automatic notifications for such things as booking confirmations and room readiness. And 67% would sign up for location-based coupons and alerts. Overall, two-thirds say they have a better hotel experience when brands leverage the latest technologies.
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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