Aspect
JUNE 4, 2018
We prefer to solve our own customer service issues. In fact, Aspect’s 2017 Customer Experience Index contact with customer service via talking to a live agent has declined 10% in the past 2 years. Most of the time, we’ll start on the company’s website to accomplish our goals: book a trip, figure out why our bank account was double charged or finalizing an application for new service.
Customer Experience Matters
JUNE 4, 2018
To understand how the quality of a customer’s experience – whether it was good or bad – affects their behavior, we asked 10,000 U.S. consumers about their recent interactions with more than 300 companies across 20 industries. We then compared results with similar studies we’ve conducted over the previous seven years. Download report for $195 Here are some highlights: About 18% of the customers who interacted with TV & Internet service providers reported having a bad experience – a considerab
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Beyond Philosophy
JUNE 4, 2018
Each of us has a time when we decide and a time when we act. Once we act, we pass the point of no return on our decision. In other words, once we take action on a decision, we are less likely to change our decision—even when we run into challenges. It’s all a matter of mindset. The Rubicon model is a psychological principle that distinguishes our decision-making method or deliberative mindset from our execution course or implementation mindset.
Callminer
JUNE 4, 2018
We’re always looking for new ways to incorporate machine learning into speech analytics. I ended up with some interesting findings that really show the power of machine learning.
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ShepHyken
JUNE 4, 2018
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. (CustomerThink) Known in customer relationship management (CRM) circles as the “Godfather of CRM,” Greenberg suggests businesses are better off consistently meeting their customer’s
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Stratifyd
JUNE 4, 2018
Gartner Cool Vendors in Analytics report recognizes Stratifyd as an innovator in analytics. Charlotte, NC (June 4, 2018) - Stratifyd, a technology company that provides AI-powered data analytics solutions to enterprise companies, was named a 2018 Cool Vendor in Analytics by Gartner in a report released on May 25th. Gartner analysts select startups and small companies that offer an innovative, impactful, and intriguing product or service.
Zingtree
JUNE 4, 2018
Decision trees can be great time-saving tools when implemented well. In any industry use case, fleshing out a complex process into a simplified and easy-to-understand version of itself is, by far, one of the best ways to save valuable resources. Because there’s no coding necessary to get up-and-running, decision trees save even more time for businesses , retailers, and call centers looking to streamline everyday processes.
VocalCom
JUNE 4, 2018
As customer service trends continue to shift toward personalized and emotionally connected experiences, it is more important than ever to understand how customers feel. While most companies collect feedback in some form, many are going a step further by implementing Voice of the Customer, or VOC, processes. In simple terms, VOC refers to a process or system for gathering customer feedback across channels and using the data to improve products and services.
FluentStream
JUNE 4, 2018
Drumroll, please. FluentStream is now integrated directly inside VanillaSoft's sales engagement platform! Prioritizing leads, automating your sales cadences, and managing your contacts just got easier. Organizing your workflow takes a. Read More. The post VanillaSoft Integration appeared first on FluentStream.
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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.
Injixo
JUNE 4, 2018
injixo announces today that it was again voted the Best Workforce Management (WFM) Solution in the Top 10 Contact Centre Software and Technology Awards 2018 by readers of Call Centre Helper.
FluentStream
JUNE 4, 2018
Drumroll, please. FluentStream is now integrated directly inside VanillaSoft's sales engagement platform! Prioritizing leads, automating your sales cadences, and managing your contacts just got easier. Organizing your workflow takes a lot of time, and doesn't always produce the results you're. Read More.
Jon Arnold
JUNE 4, 2018
Was a fairly quiet May on the writing front, but plenty busy otherwise. The ongoing work I've been doing with Upstream Works is now finding its way here and on their website, and things have been active on the conference front, both for attending last month and prepping for what's coming in June. In terms of visibility, I also did a webinar and a Google Hangout in May, and highlights from the latter will be available soon.
Lumoa
JUNE 4, 2018
Finnish SaaS company Lumoa , which provides AI-powered customer experience analytics software for medium and large sized companies across the Nordics, has announced €650 000 in funding. The investment was led by Icebreaker.vc, along with serial entrepreneur Ali Omar and Business Finland. Lumoa, headquartered in Helsinki, Finland, offers a simple and intuitive service for analyzing large amounts of customer feedback.
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!
Peter Lavers
JUNE 4, 2018
Join Peter Lavers on June 7th for a webinar interview with the CEOs of Iperceramica and VAR Group to find out how they’ve bucked the retail trend through digital transformation. Hear how the VAR Group has helped Italian ceramic tile retailer Iperceramica deliver a personalised omni-channel experience at scale that allows this dynamic, growing business to internationalise their proposition by providing a high-speed multilingual, multi-currency and multi-user platform that both tracks and un
Avaya
JUNE 4, 2018
Sometimes it pays to look around you, to take stock of what has changed and what is changing. Today, businesses the world over are transforming, using the power of proven technologies to move forward into a new digital age. Welcome to the Fourth Industrial Revolution, where the line between physical and virtual has been forever blurred. Industrial revolutions are notorious for their winners and losers, those who ride the wave of change and those who miss the boat.
Amity
JUNE 4, 2018
As we build SaaS businesses, we focus heavily on making a worthwhile product, developing the market, and securing early adopters through sales development. It's no wonder that these primary goals eat up a lot of energy and resources. But as you transition from new customer acquisition phase to revenue (MRR) protection and revenue growth, priorities also need to shift.
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