Tue.Jan 10, 2017

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Looking Ahead to 2020

Contact Center Pipeline

Top-tier contact centers prepare for the future. It is one of the key ingredients to their performance success. They will be the first to tell you that they are not always right, and can point to many instances where the future brought a surprise or two. But by considering all of the possibilities, they are […].

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IBM Amplify 2017

Peter Lavers

We’re pleased to announce that Peter Lavers will attend the IBM Amplify 2017 conference in Las Vegas in March in his role as a Watson Commerce Futurist. IBM Amplify is the premier Marketing and Commerce conference, featuring practical guidance on how to understand, target, engage and win customers across multiple channels by combining proven best practices with emerging technologies.

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Trending Sources

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To deliver sustainable Customer Experiences… STOP looking backwards!

ijgolding

Every January in the UK, the business media tend to get rather excited. Whilst on occasion their excitement is slightly macabre, it is driven by their fascination and obsession with the reporting of retail trading results from the critical festive period during the last three months of the previous year. I may be paying a disservice to experienced journalists and commentators, but it is difficult to tell if they really are more excited by failure and doom, than they are disappointed by success a

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Here are four ways to improve ROI in your marketing budget by considering contact center operations

Robert Davis

By Rich Hand , RCDA Consultant. Marketing professionals spend countless hours creating campaigns designed to drive customers to their contact centers. They design these efforts to bring in revenue by enticing customers with special offers. Organizations expect that the agents taking these calls will not only sell the product or service marketed, but they will also upsell, cross-sell and create an excellent customer experience.

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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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Changes in the Contact Center and IT Call for a New Approach to Technology

Strategic Contact

Contact centers have matured in their operational requirements and sophistication, as evidenced on a few fronts. Siloed multichannel, multimedia offerings are giving way to the quest for seamless, integrated, omnichannel service delivery. Managers join folks on the front-line in the quest for better desktop applications and knowledge sources. Managers are placing increased emphasis on performance.

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The Year of Chatbots Can Be the Year of Customer Support Agents

Talkdesk

Have you heard that 2017 is the Year of the Chatbot ? Blogs and thought leaders are buzzing about the next big development in support. Microsoft declared “ bots are the new apps ” at the BUILD developers conference. Twitter unveiled new Welcome Messages and Quick Replies that can interact with customers automatically and direct their inquiries automatically.

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Leading Personal Lines Insurer Prioritizes Customer Engagement

Verint

This personal property and casualty insurance provider needed the tools to address complexities that the company’s traditional methods for understanding the voice of the customer failed to address. Their previous platform was not delivering effective data that company representatives needed, so they chose Verint Workforce Optimization and Customer Analytics solutions—including Verint Call Recording, Verint Quality Management, Verint Workforce Management, Verint Desktop and Process Analytics, Ver

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Amazing Business Radio: Brian Solis

ShepHyken

Brian Solis Discusses the Role of. Customer Experience Design. What will brands and businesses need to do in the future to be successful? Shep Hyken speaks with Brian Solis, who asserts that all thinking needs to start with the customer experience design. Design what your customers are supposed to feel at all parts of their customer journey. Think beyond the products and services that you sell.