Thu.Jun 29, 2017

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Top 5 Posts in June

Contact Center Pipeline

If you’re compiling your summer reading list, think about adding a few industry-related instructional posts to your lineup. Hot topics on the Pipeline blog included how to blend artificial intelligence with live-agent support, fun and motivational ideas for your training, coaching and team meetings, useful advice to get the most out of agent training efforts, […].

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Six Benefits of Co-creating your own Customer Management Model

Peter Lavers

Anybody who knows me knows that I am passionate about seeing and managing the customer experience as a business system which is why I want to share with you six benefits for co-creating your own CM Model. Systemic is defined as “of or relating to a whole system, especially as opposed to a particular part”, which in business infers a holistic approach, taking into account all the variables and soft/hard factors that affect the desired commercial and experiential outcomes.

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Chatbots Mature Into An Enterprise-Class Customer Service Tool — Explore The Leading Vendors In This Market

Ian Jacobs

Over the past year, Forrester clients have been brimming with questions about chatbots and their role in customer service. In fact, in that time, more than half of the client inquiries I have received have touched on chatbots, artificial intelligence, natural language understanding, machine learning, and conversational self-service. Many of those inquiries were of the […].

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System Downtime: Act with Ownership to Regain Customer Trust

Kayako

System downtime can hit any online business at any time. And the way you find out about disruptions – a barrage of tweets, emails or chats – isn’t a nice experience. You’re never ready and there’s never an ideal moment to handle system downtime apart from ASAP. It’s Murphy’s Law of ‘ whatever can go wrong, will go wrong’. For many businesses that happened on the 28th February 2017 when AWS had a system outage.

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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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Summer Travel Underscores Need for Airlines to Overhaul Customer Service

Aspect

When it comes to customer service departments, few industries underwhelm on an annual basis quite like the airline industry. This isn’t just about leg room, and it isn’t even about being forcibly dragged off a plane. In fact, despite several recent PR missteps, the airline industry just had its highest rating ever bestowed on it by the American Customer Service Index.

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The 4 Traits of a Great Customer Success Mindset

Amity

What’s the secret to great customer success? It starts with great customers – the ones that realize true value from your solution, provide invaluable product feedback and are the most vocal advocates. Customers don’t usually start out like this by definition. Customer success plays an integral role in making them “great” by employing a great customer success mindset with 4 predominant traits.

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What is robotic process automation?

DMG Consulting

Question: What is robotic process automation? Answer: DMG defines robotic process automation (RPA) as “the use of computer software (also known as server-based ‘robots’), to process transactions, manipulate data, trigger responses, initiate new actions and communicate with other digital systems to automate the completion of high-volume, repetitive and non-cognitive tasks.

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Insider Perspectives: Evan Watson on Using Improv

Toister Performance Solutions

Evan Watson, Improv Actor & Customer Service Professional. Improvisational theater, or improv, is unscripted. Actors are typically given a suggestion for a scene and they must make up their lines on the spot. The best improv actors seem to effortlessly generate interesting dialogue with instantaneous creativity. Just like in customer service. Many of the principles are the same.

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Should Customer Service be a Sales Channel?

DMG Consulting

Should Customer Service be a Sales Channel? . Wells Fargo is no longer making news headlines, but the impact of their overly aggressive cross-selling culture will be felt by contact centers throughout the United States for a long time. This is a case where one poorly managed organization is going to hurt an industry, as cross-selling is a positive activity when it is managed properly.

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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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CX Journey™ Musings: We Have All the Customers We Could Want!

CX Journey

Image courtesy of Pixabay We have all the customers we could ever want. said no business ever! Oh wait. Except for Sears. Wow! What would ever possess a CEO to say that? It's what Ed Lampert, CEO of Sears Holdings, told investors as he was trying to reassure them that he could turn the retailer around. More specifically, he said: “We don’t need more customers.

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Customer Experience is Everything

Avaya

Do you remember when you were young, the anticipation in walking up to your favorite theme park? Thrills and adventure awaited. And you just couldn’t wait to see and experience what was coming. Theme parks know: experience is everything. The best parks evolve year over year, adding little touches and big enhancements. Lately, this includes interactive social, mobile, touch-enabled experiences that add a touch of sparkle to a visitor’s journey.

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6 AppConnect Solutions That Your Sales Team Can Use Today

Talkdesk

When Talkdesk launched AppConnect , the mission was simple: empower Talkdesk customers to get more value out of their call center by giving them easy access to try new technology and build an optimal stack. Sales teams at companies all over the world have become too stuck in processes tied to legacy tools, inhibiting their ability to try new things and improve their metrics.

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Is the Enterprise MoNage-Ready?

Jon Arnold

That's the title of my current contribution to the UCStrategies portal, where I've been a UC Expert since 2013. I publish monthly there, plus I participate in our Industry Buzz podcasts regularly. All told, it's the best resource out there for the collaboration space, and after reading my post, I encourage you to explore what else we have on offer. So, my reference to MoNage is a tech conference run by Jeff Pulver that I've been speaking at a few times recently.

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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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ZOOM International Earns Net Promoter Score® of 86

Zoom International

ZOOM International Earns Net Promoter Score of 86.

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How to succeed internationally from your home office

aircall

Nowadays, an ever-growing list of companies and professionals opt to work remotely. The number of remote workers has been steadily rising since the 90’s. This increase is easily explained: a majority of telecommuters report heightened productivity and reduced stress, and their employers notice a lower employee turnover and savings in operating costs.

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Consumer Goods is Changing the Game with Voice of the Customer

Clarabridge

Only 15% of newly introduced consumer goods will be around in two years, per a study from Neilson. With the consumer’s constant thirst for new products and services, monitoring and managing brand lines have become incredibly complex. You need to stay on top of everything if you’re going to meet the expectations of omnichannel consumers using a wealth of mediums to engage with you.

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How to succeed internationally from your home office

aircall

Nowadays, an ever-growing list of companies and professionals opt to work remotely. The number of remote workers has been steadily rising since the 90’s. This increase is easily explained: a majority of telecommuters report heightened productivity and reduced stress, and their employers notice a lower employee turnover and savings in operating costs.

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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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Solution Enhancements Helping Customers Deliver on Critical Customer Service Objectives

Verint

You talk, we listen. The latest enhancements to the Verint Employee Engagement and Engagement Channels suites are based on feedback from our customers and the changing needs of the marketplace. Following are three customer examples of where these advancements are well underway. Global Warranty Company. Operating several contact centers around the world, a large warranty company has struggled with connectivity and bandwidth issues in some of its remote offices, cutting off access to the mission-c