Wed.Jul 03, 2019

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9 Forrester Digital Transformation Statistics You Must Know to Give Your Customers the Digital Customer Experience they Demand

SharpenCX

Digital transformation isn’t about bolting new tech on to your old problems. At its core, digital transformation is about ditching tired tactics and making a wake where true innovation and creativity can ride. But companies struggle to abandon their decades-old. Read More. The post 9 Forrester Digital Transformation Statistics You Must Know to Give Your Customers the Digital Customer Experience they Demand appeared first on Sharpen Contact Center Software.

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Shifting Audience Demographics: Accommodate Customers

Cincom

How do companies focus marketing when audience demographics shift? Identifying a market and an audience are challenging enough. However, these … Continue reading "Shifting Audience Demographics: Accommodate Customers". The post Shifting Audience Demographics: Accommodate Customers appeared first on Cincom Blog.

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Employee Engagement: Key to Improved Business Outcomes

Etech GS

What Is Employee Engagement? Employee engagement measures the passion and commitment of employees to deliver their best efforts and create solutions that will benefit them, the customer and the company. Engaged employees bring their best every day and are fully committed to supporting the vision, mission, and goals of the organization. What Employee Engagement Is Not?

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Proactive Customer Support

ShepHyken

Just last week I wrote about the concept of predictive customer support. Now, we take a slightly different angle with the concept of proactive customer support. The concept is simple. The company reaches out to the customer before the customer has a chance to reach out to the company. More often than not, the customer may not even know they have a problem.

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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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Contact Center Pipeline Magazine: Inside Our July 2019 Issue

Contact Center Pipeline

Welcome to summertime and our July issue! Soon we will celebrate one of America’s most cherished holidays, the Fourth of July, or Independence Day, as it’s more formally known. Many of us will gather with family and friends for a backyard barbecue to celebrate with pork and explosives. Imagine that history lesson 100 years from […].

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Is Packaging Part of Product or Promotion? Should it be Both?

C3Centricity

Which did you answer subconsciously when you read the title? Do you consider your packaging to be a part of the product, protecting its contents and framing its on-shelf life? Or do you consider it to be an integral part of your connection with your customers at an important moment of truth, that of purchase and usage? If you answered both, then I believe that you are making maximum use of your packaging or at least you recognise its potential for communication.

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What Happens to Customer Service When Unemployment Hits Historic Lows?

BlueOcean

A low unemployment rate is cause for celebration. It means people are working, paying taxes, and bringing home the bacon. That’s why most people see the current 3.6% US unemployment rate as fantastic news – it’s an astronomical improvement over the 10% unemployment rate after the 2008-09 Great Recession. But there’s a hitch for folks who are tasked with hiring, especially those hiring for contact center teams: when more people are working, there are fewer active job seekers.

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What Are Onstage and Backstage in Customer Experience?

Customers That Stick

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The AI Customer Service Revolution Is Benefiting Agents and Customers

Natalie Petouhof

Tweet. When you need help, you need help. Whether it’s resetting a password, finding lost luggage, changing an address, or changing an appointment. We’ve all been there. You are in a hurry and just need to get something done. Then you think about contacting customer service and often your heart […]. Click here to view original web page at www.salesforce.com.

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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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Let Your Car Speak First – Proactive Voice Updates

Nuance

As a seasoned commuter in Michigan, I have been there many times. So far, I have witnessed a mattress, three bikes, and a drawer in the middle of a lane. I survived white-out conditions that appeared nowhere on the radar before I started my commute. And mishaps of the kind got me thinking, “wouldn’t a […] The post Let Your Car Speak First – Proactive Voice Updates appeared first on What’s next.

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AI Brings the End of the Dead-End Customer Service Agent’s Job

Natalie Petouhof

Tweet. Who interacts with customers more than anyone else in your company? Your service agents do. They are the ones who connect with, engage, interact with, and console your customers. Yet oftentimes agents aren’t given the respect they deserve. In Daniel Pink’s book Drive: The Surprising Truth About What Motivates […]. Click here to view original web page at www.salesforce.com.

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How to keep your employees engaged with your e-learning platform

5CA

Over the years working in Learning & Development, I’ve learned that putting great training content on your learning platform is crucial. But a successful recipe requires more ingredients; equally important is getting people to engage with that content. You need to find how to inspire your learners to go to the platform and seek out learning opportunities for themselves that help to fill performance gaps.

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Quotable Podcast Episode #132: Delivering Value Is the Ultimate Metric, with Travis Bryant

Natalie Petouhof

Tweet. It’s easy to fall into the trap of always thinking in terms of revenue when looking at sales and service. Join Travis Bryant, Executive in Residence at Redpoint Ventures, as he makes the case for putting delivering value first. With a clear view of the ideal customer and a […]. Click here to view original web page at www.salesforce.com.

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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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Is voice latency impacting your business growth?

Spearline

Latency is the time taken from when one person speaks to when the other person hears. There are many factors which can affect this time and the complexity of today's enterprise networks make it a challenge. This whitepaper explores the impact of network latency on voice communications. Download.

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Get Started with Service Metrics

Natalie Petouhof

Tweet. Sita Nagappan-Alvarez, the CEO of Ursa Major Solar, sometimes has difficulties falling asleep at night. Even though her solar energy components company is booming across the Southwest, a lot of unanswered questions about her business keep her awake. As she tosses and turns in bed, she wonders: Are my […]. Click here to view original web page at trailhead.salesforce.com.

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Whitepaper: Is voice latency impacting your business growth?

Spearline

ITU research carried out in 2003 states that a one-way delay of 400ms should not be exceeded for “general” network planning, however demanding interactive tasks such as speech can experience issues with one-way latency values of 150ms. Where latency reaches 500ms the ITU states that nearly all users are dissatisfied. The Spearline platform provides advanced cloud-based monitoring and testing capabilities, helping many businesses ensure their global inbound and outbound communications

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The AI Customer Service Revolution Is Benefiting Agents and Customers

Natalie Petouhof

Tweet. When you need help, you need help. Whether it’s resetting a password, finding lost luggage, changing an address, or changing an appointment. We’ve all been there. You are in a hurry and just need to get something done. Then you think about contacting customer service and often your heart […]. Click here to view original web page at www.salesforce.com.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Announcing our new logo!

Whitepages Pro

As you may have seen a few weeks ago, Whitepages Pro has rebranded to Ekata! As we continue to roll out our new brand identity, we’re excited to share with you our official logo. Since Ekata deals in the serious and exacting world of digital identity, our relationship with our users is paramount. We pride ourselves in our deep connection with our customers, and wanted to ensure that our logo and brand reflected the close customer relationships and passionate employees that drive us to innovate i

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AI Brings the End of the Dead-End Customer Service Agent’s Job

Natalie Petouhof

Tweet. Who interacts with customers more than anyone else in your company? Your service agents do. They are the ones who connect with, engage, interact with, and console your customers. Yet oftentimes agents aren’t given the respect they deserve. In Daniel Pink’s book Drive: The Surprising Truth About What Motivates […]. Click here to view original web page at www.salesforce.com.

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Customer Experience is the Best Business Strategy

Hello Customer

Before, winning in a market meant focusing on either product leadership, operational excellence or customer intimacy. Today you need to place the customer in the middle of these business strategies and combine all three to offer the right customer experience. How can companies do that? Check out the next episode of Leslie Illustrates and find out!

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Quotable Podcast Episode #132: Delivering Value Is the Ultimate Metric, with Travis Bryant

Natalie Petouhof

Tweet. It’s easy to fall into the trap of always thinking in terms of revenue when looking at sales and service. Join Travis Bryant, Executive in Residence at Redpoint Ventures, as he makes the case for putting delivering value first. With a clear view of the ideal customer and a […]. Click here to view original web page at www.salesforce.com.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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Ameyo Announces Partnership With Globitel To Address Contact Center Needs In Middle East

Ameyo

Ameyo, a leading contact center software provider across the globe, partners with Globitel to deliver a complete customer engagement package for businesses. Ameyo being an established contact center software vendor enhances its capabilities across Quality & Workforce Management with this partnership. Ready to grab a bigger share of the billion dollar Customer Service Industry, Ameyo … Ameyo Announces Partnership With Globitel To Address Contact Center Needs In Middle East Read More 

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Get Started with Service Metrics

Natalie Petouhof

Tweet. Sita Nagappan-Alvarez, the CEO of Ursa Major Solar, sometimes has difficulties falling asleep at night. Even though her solar energy components company is booming across the Southwest, a lot of unanswered questions about her business keep her awake. As she tosses and turns in bed, she wonders: Are my […]. Click here to view original web page at trailhead.salesforce.com.

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Connect Managed Services and G3 Comms Announce Merger

Connect

Merger backed by recently formed private equity fund, Apiary Capital. Creates one of the UK’s largest Customer Experience and Unified Communications specialists. Combined group has annual revenues in excess of £55 million.

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The Importance of Reputation Management for Your Business: A Guide

CallSource Insights

Introduction. To earn a positive reputation , businesses must prove themselves worthy to their customers and potential customers. A company with a bad reputation will not earn as much business as one with a positive reputation. By providing superior service and valuable products, you build your positive reputation. How do potential customers discover how great your business is?

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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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The Importance of Humans in an AI World

Brad Cleveland Blog

In May, I was delighted to participate in ICMI’s Contact Center Expo. In one of my talks, I addressed the importance of the human touch in the midst of the growth of artificial intelligence. You can read more about that talk, as well as reflections on the conference by a person new to contact centers, here.

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The Importance of Humans in an AI World

Brad Cleveland Blog

In May, I was delighted to participate in ICMI’s Contact Center Expo. In one of my talks, I addressed the importance of the human touch in the midst of the growth of artificial intelligence. You can read more about that talk, as well as reflections on the conference by a person new to contact centers, here.