Thu.Jun 06, 2019

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Cautious Optimism… Taking Ownership of Communication

Contact Center Pipeline

Cautious optimism is defined as “a feeling of general confidence regarding a situation and/or its outcome coupled with a readiness for possible difficulties or failure” (TheFreeDictionary.com). I had an interesting experience when I called my insurer the other day. I approached the call with “cautious optimism.” What made it interesting was the way the agent […].

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Customer Satisfaction With Contact Centers Down, New Report Says

Transparent BPO

Consumer satisfaction with contact centers is down, says a report from CFI Group. In its Contact Center Satisfaction Index (CCSI) 2019, market research firm CFI Group states that contact center satisfaction has seen a decline across multiple industries for the past few years. Property and casualty insurance providers have experienced a full eight percent drop, […] The post Customer Satisfaction With Contact Centers Down, New Report Says appeared first on Transparent BPO.

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Making the Most of the Customer Renewal Process

Totango

Renewal is a promise of future reward. In fact, an MRI study of the thought processes of loyal customers found that specific parts of the brain are activated when a customer sees a brand they like. Those illuminated parts of the brain are associated with our emotional responses, and they encourage us to act in a certain way based on an expected future reward.

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Lose The Fear Of Facial Recognition If You Want CX Improvement

Beyond Philosophy

Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. However, much to my surprise, many people are scared of this technology. It is time to lose the fear of facial recognition technology.

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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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Service NSW Tops My Worldwide XM Tour

Customer Experience Matters

I’m on my way back from Australia; the end to a very long, but wonderful road trip. I’ve had a busy couple of months, delivering speeches and training in Salt Lake City (twice), London (twice), Orlando, Madrid, Sydney, and Melbourne, in addition to remote sessions in Paris and Philadelphia. What have I been speaking about? Operationalizing Experience Management (XM).

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Increasing Parent Engagement with FreshGrade Next

FreshGrade

We are pleased to announce some very exciting updates coming soon to FreshGrade. These updates include easy workflows, an improved gradebook, new parent and student functionality, and so much more! We asked teacher Kathy Rogers what excites her most about the Next Generation of FreshGrade and this is what she said: We know that students perform better at school when their parents are actively involved in their education.

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Why Customer Service is Always Running Late

Toister Performance Solutions

This wasn't a bucket list item, but it was close. My favorite winery in Napa was hosting an exclusive winemaker dinner, with another party the following day. My wife, Sally, and I love this winery and it sounded like an amazing weekend. I signed up for the interest list to get notified when tickets went on sale. Five weeks went by with no news. I emailed my contact at the winery for an update.

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Data breach can open door to fraud in the medical community

TRUSTID

Quest Diagnostics’ recent announcement that the personal information of nearly 12 million customers has been compromised can be added to the long list of massive data breaches we’ve seen over the past few years. The security breach was disclosed after the clinical lab services provider learned that criminals hacked a billing collections vendor of one of its contractors between Aug. 1, 2018 to March 30, 2019.

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Analytics and Jeopardy: Changing the game

Nuance

Although James Holzhauer fell short of dethroning Ken Jennings, who many consider the Jeopardy GOAT (greatest of all time), winning slightly over $2.5 million in a 74-episode span, he managed to turn the game on its heels winning just $60K shy of the all-time record in only 32 appearances. Many may draw the conclusion that […] The post Analytics and Jeopardy: Changing the game appeared first on What’s next.

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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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Behind the Curtain: Demystifying AI and NLP [Live Discussion]

Fonolo

Anyone who works in the customer service arena has witnessed an explosion in the hype surrounding artificial intelligence (AI) and natural language processing (NLP). Why is this the case? Popular AI tools like chatbots use NLP (or, the ability to understand human language) to interact with customers on a more sophisticated level than the IVRs of old.

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Newsletter Time - June Issue and New Podcast

Jon Arnold

If you subscribe to my newsletter, you should have it by now, as distribution happened earlier today. Aside from my regular mix of updates and what I’m seeing in the market, we have a new podcast to share. This time around, Chris Fine and I talk about the differences between collaboration and workstream communications - terms that are easily interchanged and can be confusing depending on who’s doing the talking.

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Best 0800 Number Providers in Romania

Avoxi

Looking to expand your business in Romania, but you're not sure where to start? Getting an 0800 number in Romania can help you expand your global presence and greatly expand the reach of your business. In this post, we will review some of the best 0800 number providers in Romania. You can expect to see:… The post Best 0800 Number Providers in Romania appeared first on AVOXI.

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Customer success: listen and learn

Nuance

For nearly 20 years, Net Promoter Score (NPS®) has been the hallmark of measuring the customer experience journey. Why? Because cultivating a sustainable business means you must cultivate loyal customers. With NPS, we gain a core measurement of customer loyalty and our customers’ likelihood of recommending us to others. It’s a valuable and convenient measurement, […] The post Customer success: listen and learn appeared first on What’s next.

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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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Why Complexity Is Killing Your Customer Experience

COPC

It is often said, the simple things in life are often the best. The reason that statement has held true for a long period of time is simply because the vast majority of people agree with it. Most of us embrace the theory that, with all other things being equal, simpler explanations are generally better than more complex ones. Whether it is a home-cooked meal, a trip to the beach or sitting down to watch a movie, we all like something that is, hopefully, going to bring us satisfaction – an

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As Telemedicine Ramps Up, Hospitals Need to Keep Language Access in Mind

Certified Languages International

In order for Medicare to cover telemedicine services, certain conditions must be met. One of those conditions limits the locations in which a patient may receive care. As of now, if a patient would like to be seen by his or her provider through videoconferencing technology, the patient must travel to an eligible facility, often called an “originating site.

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Creative Qualitative Research: “You Want My Respondents to Do WHAT?”

Maru Group

I can remember the conversation like it was yesterday. It’s one of those memorable moments you’ll likely never forget. My client looked at me, astonished and said, “ You want to do what with my respondents?!” The incredulous tone in her voice was enough to make me question myself, but only for a brief moment. I’ll admit, I say some really off the wall things.

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What the Non-Techie Needs to Know about VRI

Certified Languages International

There’s a scene in the British sitcom IT Crowd where Jen, the IT department manager, is asked what “IT” stands for during an interview. She fumbles, struggles, tries to change the subject, even excuses herself for a moment, but ultimately cannot answer it. While funny because she’s an IT manager, I think we can relate — to some degree, we’re all Jen.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Creative Qualitative Research: “You Want My Respondents to Do WHAT?”

Maru Group

I can remember the conversation like it was yesterday. It’s one of those memorable moments you’ll likely never forget. My client looked at me, astonished and said, “ You want to do what with my respondents?!” The incredulous tone in her voice was enough to make me question myself, but only for a brief moment. I’ll admit, I say some really off the wall things.

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Contact Center Leaders and Technology Experts Talk Challenges and Solutions for Better CX

Serenova

Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. Here’s what was on their minds: Weighing Advantages and (Perceived) Risks of the Cloud. Industry-wide, when it comes to the cloud, today’s contact centers are in a state of flux.

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SmartBrief Article: Managing the Virtual Workforce

Working Solutions

After 23 year in contact center outsourcing, Kim Houlne, founder and chief executive of Working Solutions, knows the ins and outs of leading an on-demand, out-of-the-office workforce. Her advice is sound for businesses with work-from-home employees or for those using remote, independent contractors. The same, good-sense guidelines apply for getting the best out of workers […].

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Credit, Debit, or Tap-to-Pay: The Digitalization of Currency and the Effect on CX

Stratifyd

Estimated reading time: 5 minutes. Most young adults associate the first of the month with three things: Pay day, bills, and rent (as many of us can’t afford to buy a home ). I pay my bills through Venmo. I haven’t stepped foot in a physical bank in three years and I've never owned a checkbook. The moral of the story is: We've stumbled onto a new era of peer-to-peer payments, virtual credit cards, and branchless banks , with no signs of turning back.

Banking 40
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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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How to Provide a Great Experience for Your Conference Guests

CSM Magazine

Paying conference guests often have high expectations and rightly so. When delegates pay to attend an event, they naturally want to gain a return on their investment and have a great customer experience. There are some key areas which are often the most likely to affect a delegate’s experience, so it is essential to focus on making these aspects as slick as possible.

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CustomerCount teams with Noble Systems

Customercount

CustomerCount announces the integration of Noble Gamification solutions into the CustomerCount Feedback system. Continue reading → The post CustomerCount teams with Noble Systems appeared first on CustomerCount.

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What Leaders Need to Manage Modern, Mobile Workforces

Working Solutions

After 23 year in contact center outsourcing, Kim Houlne, founder and chief executive of Working Solutions, knows the ins and outs of leading an on-demand, out-of-the-office workforce. Her advice is sound for businesses with work-from-home employees or for those using remote, independent contractors. The same, good-sense guidelines apply for getting the best out of workers […].

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On-Premise vs Cloud-Based Call Center Software

ChaseData

It seems that every business owner and information technology specialist has their head in the clouds these days, doesn’t it? Well, perhaps not. But if you listen to conversations about where they do most of their computing and file storage, it might sound that way. This is because, in recent years, there has been a meteoric rise in the use of so-called “cloud” software.

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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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Building your tech company's customer support toolset for scale

TELUS International

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Aligning Service with Vision and Mission

Brad Cleveland Blog

Too often, I’ll see a vision or mission statement on an entry wall, but then observe very different priorities in day-to-day operations. We put our customers first, but keep the time you spend with them to three minutes. Or we deliver world class service, but we sure don’t have the resources we need on Mondays.

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Customer Service Isn’t Dead: How to do it Right & Companies Already There

Comm100