Thu.Mar 23, 2017

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Employees Crave Feedback: Make It Personal and Unique

Contact Center Pipeline

Feedback is one of the most powerful motivators in a high-performing culture, says Mackenzie Kyle, author of The Performance Principle: A Practical Guide to Understanding Motivation in the Modern Workplace. “We expect people to come to work and engage in activities that are not clearly related to any particular big-picture outcome,” he says. “We give […].

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10 Signs of a Company That Really Cares About Customers

Provide Support

10 Signs of a Company That Really Cares About Customers. Did you know that there’s such a thing as International Clients’ Day ? Although I’ve been in customer service for more than a decade, I first learned of it last week through a special offer email that I got in my inbox. Do you happen to hear about it too? Whether or not, the fact is that this informal holiday has not been around for that long.

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Get out of the Queue: Drive Your CX with Attribute Matching

Avaya

At this point, nearly every company is working overtime to realign around two simple words: customer experience (CX). So much so that nearly 90% of companies now compete solely on CX —a drastic increase from 36 % in 2010—and 50 % of consumer product investments are expected to be redirected to CX innovations—like attribute matching—by the end of this year.

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Getting Started with GetFeedback for Salesforce

GetFeedback

You’re ready to integrate your feedback program with Salesforce. But where do you begin? We’ll help you get started.

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The 2023 Verint Experience Index: Retail

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

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How Well Do You Know Your Customers—Really?

8x8

Most companies touch customers at multiple points along their journeys—starting with marketing and sales, moving through customer service and support, and on to retention and renewals. All these touch points engage customers—but are they providing a great, seamless, always-on experience? If not, customer loyalty and long-term revenues will be impacted—and it will be increasingly difficult for your business to keep up with, let alone beat, the competition.

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Summit Prep: 3 things to do before arriving in Phoenix

ForeSee

“Luck is what happens when preparation meets opportunity.” — Seneca The ForeSee Summit is a special time for you to connect with other CX professionals, learn how they are driving. The post Summit Prep: 3 things to do before arriving in Phoenix appeared first on ForeSee.

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Customer Experience Nightmares: Get Ahead of Issues with Topic Modeling

Calabrio

Companies often take a reactive approach to important decisions about their customers because “hindsight is always 20/20.” The problem with hindsight is that it doesn’t always help brands fix issues until it’s too late. To help stay ahead of problems, many companies are employing speech analytics in their contact centers to look at their customer conversation data before taking action.

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Are Your Employees Ready for Robot Co-Workers?

Verint

From self-driving cars to services such as Amazon Alexa, great strides are being made to offer technology to help make our day-to-day lives easier. It’s not a huge leap to consider how software robots might soon be found in the workplace, helping human employees do their jobs. The World Economic Forum Future of Jobs report 1 (January 2016) predicted that developments in artificial intelligence, robotics and other fields would lay the foundation for a “revolution” in how technology could be used

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Customer Experience Nightmares: Get Ahead of Issues with Topic Modeling

Calabrio

Companies often take a reactive approach to important decisions about their customers because “hindsight is always 20/20.” The problem with hindsight is that it doesn’t always help brands fix issues until it’s too late. To help stay ahead of problems, many companies are employing speech analytics in their contact centers to look at their customer conversation data before taking action.

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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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New Release Version 8.7

Uniphore

Updates to the Interaction Designer. Powering Jacada Visual IVR and Agent Scripting. Version 8.7. Read More.

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How Contact Center Customer Experience Will Evolve in 2017

NICE inContact

Contact centers will continue to evolve and improve as the need for better customer support continues to grow. And, since the need for customer support has never been higher than in 2017, it’s unlikely that improvements are going to slow down anytime soon. So with that said, what does 2017 hold for the customer experience? This year, you can expect contact centers to be highlighted by: Total Voice Ownership.

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Why Customer Success Fails

Mindtouch

Customer Success has moved beyond a trend and is now a widely recognized value that should become ingrained within all organizations. But as with any business focus, there are varying interpretations and varying degrees of success. At MindTouch, customer success is all about making customers into the product experts who become loyal brand advocates.

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