Tue.Dec 27, 2016

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Amazing Business Radio: Bill Aston

ShepHyken

Bill Aston Shares the Roles (and Challenges). of Using Technology to Provide Amazing Customer Service. Have you thought about how you and your organization can use technology to enhance the customer service experience? Shep Hyken speaks with Bill Aston about how the pace of change is increasing in the customer care environment. They discuss how companies must now rely on technology to deliver a satisfactory customer experience due to increased demands placed on them.

Banking 215
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Why You Should Add Predictive Analytics to Your CEM Toolbox

Callminer

Predictive analytics, in combination with speech analytics, can help your organization provide an improved customer experience. Read more.

Analytics 182
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Top 5 Executive Talk Videos for 2016

Contact Center Pipeline

In 2015, Pipeline Publisher Linda Harden hosted the first session of Executive Talk interviews at the Northeast Contact Center Forum’s (NECCF) annual conference at Gillette Stadium, just outside of Boston. Earlier this year, back by popular demand, she conducted a new set of interviews. In these brief conversations, Linda speaks with a variety of contact […].

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Maintain Healthy Relationships With Customers Through Social Media

Win the Customer

Social Media has become not just a prominent platform for marketing and advertising but also an accessible tool for forming and improving customer relationships. Becoming a major part of online activity, customers are jumping on the web and demanding communication with brands, with an expectation of quick and suitable responses. In fact, JD Power conducted a survey and found that 67 percent of respondents admitted to having contacted a company for support via social media.

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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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10 Most Popular Customer Experience Posts – 2016

Andrew Mcfarland

Revitalize how you think about and act on improving the customer experience at your business in 2017 by reviewing the 10 Most Popular Customer Experience posts of 2016. A series I started in 2013. This year was interesting because some.