Fri.Jul 28, 2017

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Guest Blog: Becoming a Blockbuster?

ShepHyken

This week we feature an article by Ted Janusz who writes about how customers are always looking for a better customer experience. It’s important to stay up to date on new technology and trends in order to keep your customers and attract new ones. . Was this a typical Friday event for you and your family? Would you or your parents drive to your neighborhood Blockbuster store, hoping to get a copy of the latest movie release before they would all be rented?

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Announcing Early Media Support in the Nexmo Voice API

Nexmo

Nexmo is pleased to announce immediate support of early media in our programmable Voice API. This has been one of our most requested features, and it is now fully supported for all use cases that use our Voice API. What Is Early Media? Simply put, early media is any sound played to a calling party […]. The post Announcing Early Media Support in the Nexmo Voice API appeared first on Nexmo.

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Customer Centricity Requires All Four CX Core Competencies

Customer Experience Matters

As most readers of this blog will likely know, customer-centric organizations must master Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. It turns out that you’re only as good as your weakest link. Here’s what it looks like when you fall short in one of these areas: Without Purposeful Leadership the company is Stagnant.

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7 keys for irresistible customer onboarding experiences

aircall

Contrary to what your sales team might be chanting as they uncork that bottle of champagne, a customer’s loyalty isn’t won when they sign up for your service. Relationships can quickly sour if customers fail to see value in your solution, find it too difficult to use, or simply lose interest. In era when one in four users will abandon your app after only one session , we’re particularly sensitive to these risks.

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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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Living in the Future

TEN DIGIT Communications

Three major technology actors make up our platform, TDC BRIDGE. Each one playing a role in customer experience and technology integration. The post Living in the Future appeared first on TEN DIGIT Communications.

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TEN DIGIT Bot and Human Interface

TEN DIGIT Communications

As good as bots are, they don’t meet the emotional intelligence of humans. It’s a fundamental idea to be able to manage a conversation as it moves from humans to the efficiency of bots, this is where texting comes in. Texting manages both emotion and efficiency. The post TEN DIGIT Bot and Human Interface appeared first on TEN DIGIT Communications.

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Does Engagement Have an Absolute Value?

Amity

Louise Philp, CCO at Amity, knows a thing or two about Customer Success. We decided to get her advice on some questions we receive from community members. Dear Louise, We’re currently launching our Customer Success organization and thinking about what to consider an “engagement” and how to track accordingly. It seems that some customers are simply more vocal and engaged than others, how should we go about giving engagements an “absolute” value to be leveraged for su

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Nexmo Voice API with ASP.NET: Before you start

Nexmo

This is part of a series on using The Nexmo Voice API with ASP.NET projects. It continues the “Getting Started with Nexmo and ASP.NET” series, which follows our Getting Started series on SMS APIs. In this tutorial, we are going to set up an ASP.NET project in Visual Studio that has all the configuration necessary […]. The post Nexmo Voice API with ASP.NET: Before you start appeared first on Nexmo.

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Telecom Expense Management in Call Centers

Bright Pattern

Voice call charges constitute a significant share of call center expenses. Usually voice call costs are viewed from a service performance perspective—how agents could finish calls earlier, or how they could prevent additional calls—or from a carrier pricing negotiations point of view.

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The Open CCaaS Advantage Report

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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Current Company Channels vs. Customer Channel Preference

Insite Managed Solutions

What channels are other companies using? . As companies continue to focus on self-service, we’ve completed research around the channels companies are offering versus what customers use. We took this a step further to discover not only what customers will use, but what channels provide the highest customer satisfaction. You will find each channel listed below.

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Opentalk 2017: Turning Big Data into Big Decisions

Talkdesk

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. Turning Big Data into Big Decisions. Speaker: Tomasz Tunguz – Partner, Redpoint Ventures.

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5 Affordable Ways to Enhance Customer Service

Helpware

A common misperception exists that providing top-notch customer service will cost you a fortune. This is simply not the case. In fact, providing better customer service will not only lower your rates, but it will also reduce the cost to serve each customer. Here are some ways to step your game up without breaking the bank, adding stress or working overtime. 1.

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Opentalk 2017: Turning Big Data into Big Decisions

Talkdesk

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. Turning Big Data into Big Decisions. Speaker: Tomasz Tunguz – Partner, Redpoint Ventures.

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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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Firstsource Leverages Analytics to Set New Benchmarks

Verint

In a recent ETCIO.com article , Firstsource’s Aparajita Gupta, senior vice president, digital support and analytics, describes how using Verint Speech and Text Analytics helped the India-based business process outsourcer analyze huge volumes of data and—importantly for its customers—find root causes to a variety of challenges. After addressing these issues, some of the company’s customers saw major cost reductions.

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TOP25 Content Experience Influencers from Around the World

Mindtouch

Watch the video below to learn more about the criteria we will use for the TOP 25 Content Experience Influencers for 2017, from the CEO of MindTouch as well as the panel of esteemed judges. Video & Editing by Ari Hoffman, Music by The Freak Fandango Orchestra. It is with great pleasure that MindTouch will be releasing not one but two syndicated lists, combined into a single asset , revolving around thought leadership in content experience.

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5 Important Questions You Should Ask in Your Customer Feedback Survey

LiveChat

Recently, when I was checking what’s new on Linkedin, I came across an interesting post. One of the Customer Service Champion members asked a question: Why are Customer Support and Customer Service not important to early-stage startups? She described a chat she had with a founder of a startup about starting a job with them. When she mentioned company’s bad reviews on social media.

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It’s Time To Get Emotional About Your Customers

Clarabridge

By: Colin Dean, UK Account Director, Clarabridge. Being a customer is naturally a very emotional experience. We are bombarded with advertisements, recommendations, reminders of memories, sights, sounds and even smells. You only have to play a certain piece of music and your emotions are fully engaged, transporting you to a certain time or place, along with the associated positive or negative feelings.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Why is Training Discretionary?

Insite Managed Solutions

Why does supervisor training get deprioritized during the budget process? . Throughout the years of interacting with our clients, we have seen many companies de-prioritize training their frontline leaders. We think this is interesting as we found a significant correlation between the development of frontline leadership and high performance in companies.