Contact Center Pipeline
FEBRUARY 2, 2017
February holds a special holiday… Valentine’s Day. I hope it’s a wonderful day of celebration giving you the chance to share your gratitude and appreciation to your follow co-workers, friends and family. February also brings a special issue of Contact Center Pipeline. It is chock-full of insights on a wide-range of topics. Here is what […].
Customers That Stick
FEBRUARY 2, 2017
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Kayako
FEBRUARY 2, 2017
Working in customer support can leave you feeling like an unrecognized or unsung hero. Praise is often in short supply and there is a lack of awareness about areas of responsibility and how much work the support team does. Within a brief conversation the agent is expected to engage each customer, fix their problem and move on swiftly to help others.
Andrew Mcfarland
FEBRUARY 2, 2017
Sometimes we subject our employees and customers to the same dismal treatment day after day as if they should accept it willingly. Instead, many would prefer a fast end to the perpetual misery of buying from (and dealing with) us.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
CustomerGauge
FEBRUARY 2, 2017
“Understanding patient expectations, and meeting those is fundamental to everything we do.” CustomerGauge was delighted to host a webinar with Nancy Becker, Divisional VP of Urgent Team in January. We took away a lot of great best practices, which we’d love to share. During the webinar, Nancy outlined her role in improving Patient Experience […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ForeSee
FEBRUARY 2, 2017
Attention CX professionals in the public sector, we’re planning a variety of interesting, thoughtful, and extremely useful presentations for our annual client event, Connect: The ForeSee Summit, aimed at helping. The post Here’s a preview of what public sector organizations can expect at the 2017 ForeSee Summit appeared first on ForeSee.
Clarabridge
FEBRUARY 2, 2017
Banks encounter many of the same problems as other enterprises— customer retention and loyalty, revenue growth, etc. However, Clarabridge research has uncovered specific problems that financial institutions face in today’s business environment. These problems all point to the same solution – the need to understand exactly what customers are thinking and feeling about your brand.
Sampson Lee
FEBRUARY 2, 2017
It’s difficult to create a Blue Ocean. Even if you created one, it soon turns red. Why? The common explanation: innovations are copied. The hidden answer: companies improve pain. Build Up Your Competitive Advantage by Identifying Good Pain and Branded Pleasure Destructive Improvement (Improve Pain) vs. Creative Aggravation (Aggravate Pain) In the above diagram, in […].
COPC
FEBRUARY 2, 2017
Featured Event: February 6 – 8, 2017. Customer Response Summit Las Vegas . COPC Inc. will be participating at the the Customer Response Summit, an exclusive three-day event for customer experience executives hosted by Execs In The Know. At the event, COPC Inc. and Execs In The Know will present survey findings from the 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series.
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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
Clarabridge
FEBRUARY 2, 2017
Banks encounter many of the same problems as other enterprises— customer retention and loyalty, revenue growth, etc. However, Clarabridge research has uncovered specific problems that financial institutions face in today’s business environment. These problems all point to the same solution – the need to understand exactly what customers are thinking and feeling about your brand.
Uniphore
FEBRUARY 2, 2017
It’s an irrefutable fact that digitization has rapidly moved on from being somewhat of an innovative trend to becoming a core organizational competency. It’s a vital, enterprise-wide strategy affecting every dimension of the operation and driven by the necessity to add intrinsic and measurable value - as perceived by the customers - to the organization’s products or service offerings.
Talkdesk
FEBRUARY 2, 2017
When thinking about predictive customer service, the biggest question might not be what to say to customers, but which channels to use to increase customer satisfaction. This is ultimately not a question that any company can answer on its own. Since the majority of customer communication is reactive, it is actually the customer who chooses the channels that they are comfortable using to initiate conversation.
Uniphore
FEBRUARY 2, 2017
Creating Digital Habits in Consumers to Inspire Digital Adoption. Businesses around the world are undergoing a digital transformation, using technology to radically improve performance by rethinking what customers want most and creating operating models which offer competitive differentiation. Read More.
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.
Verint
FEBRUARY 2, 2017
Customer Response Summit. February 6-8; Las Vegas, Nevada. Verint’s Greg Sherry, vice president, marketing, will lead an interactive general session with conference executives called “Customer Engagement LIVE!” at 2:30 p.m. PT on February 7. Discussions will include how customer-centric organizations can enrich interactions, improve business processes, and optimize the workforce.
Uniphore
FEBRUARY 2, 2017
Creating Digital Habits in Consumers to Inspire Digital Adoption. Businesses around the world are undergoing a digital transformation, using technology to radically improve performance by rethinking what customers want most and creating operating models which offer competitive differentiation. Read More.
CSM Magazine
FEBRUARY 2, 2017
For the Co-op Membership team, one award simply isn’t enough! This recognised and high performing call centre team are reaching for the stars with the Buzz resilience training they have completed. Head of Customer Services, Claire Carroll, strongly believes that training her teams how to become more resilient to everyday stressors will help them improve both their quality of life and happiness at work whilst improving the service they provide to Co-op members.
Uniphore
FEBRUARY 2, 2017
It’s an irrefutable fact that digitization has rapidly moved on from being somewhat of an innovative trend to becoming a core organizational competency. It’s a vital, enterprise-wide strategy affecting every dimension of the operation and driven by the necessity to add intrinsic and measurable value - as perceived by the customers - to the organization’s products or service offerings.
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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.
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