Speech Analytics 101: What is Speech Analytics?
Callminer
MARCH 12, 2013
Delivered as an enterprise software solution, speech analytics extracts information from customer conversations that might otherwise be lost.
March, 2013
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The Value of True Real-Time Data to Your Customer Service Levels
TASKE Technology
MARCH 7, 2013
We’ve just returned from Cisco Li ve in London, UK. This event was a great opportunity to hear cutting-edge insights from experts who will set the agenda for the future of technology and business. Many attendees were interested to find out that TASKE is the only vendor with a product suite for CISCO that provides data to users in less than a second, making it a true real-time solution.
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Three Ways Technology Can Make Cities Safer
Customer Interactions
MARCH 28, 2013
'Pundits have long debated the root causes of crime and how to combat it, such as investing in education, early intervention, and programs to reduce unemployment. Those may be successful strategies from a social perspective, but what about technology? Can technology also be a safe-city enabler? Here are three ways that cites can apply technology to enhance safety: Leverage Existing Security Systems to their Fullest Potential – Let’s face it – government agencies already invest
Consumer's Perspective: A Dozen Ways to Get Better Service
Brad Cleveland Blog
MARCH 14, 2013
I am often asked, both by individuals and journalists who cover consumer-oriented topics, what consumers can do short of a rant on twitter (see tip 12), to get better service when interacting with organizations. Here are a dozen recommendations: 1. Be prepared. Know what you want and have relevant information ready (account information, statements, etc.). 2.
Reimagine Your Communications With A Unified Platform
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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.
Join Me for A PSIM Workshop at PSA-TEC or ISC West
Customer Interactions
MARCH 14, 2013
'The one thing that comes up time and time again is the need for more PSIM education. Frost & Sullivan first identified a PSIM education gap in its June 2012 report on the global PSIM market. Coincidently, the report came out just a few weeks after my first PSIM workshop. IMS reiterated the need to improve awareness and dispel confusion about PSIM in its market report, released shortly thereafter.
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Consumer's Perspective: A Dozen Ways to Get Better Service
Brad Cleveland Blog
MARCH 14, 2013
I am often asked, both by individuals and journalists who cover consumer-oriented topics, what consumers can do short of a rant on twitter (see tip 12), to get better service when interacting with organizations. Here are a dozen recommendations: 1. Be prepared. Know what you want and have relevant information ready (account information, statements, etc.). 2.
Mobile Customer Service: New Statistics from ICMI
Brad Cleveland Blog
MARCH 6, 2013
Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of companies currently have a mobile customer service strategy in place, while 33% are in the planning stages.
Mobile Customer Service: New Statistics from ICMI
Brad Cleveland Blog
MARCH 6, 2013
Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of companies currently have a mobile customer service strategy in place, while 33% are in the planning stages.
Alexander Graham Bell Turns 166
Brad Cleveland Blog
MARCH 4, 2013
Alexander Graham Bell, inventor of the telephone, would have turned 166 this weekend (March 3). Happy birthday, Mr. Graham. Interesting factoid: Years later, in retrospect, he considered the phone as an intrusion on his work as a scientist and refused to have one in his study. (I wonder if IM would have made the cut … ?
The 2023 Verint Experience Index: Retail
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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
Alexander Graham Bell Turns 166
Brad Cleveland Blog
MARCH 4, 2013
Alexander Graham Bell, inventor of the telephone, would have turned 166 this weekend (March 3). Happy birthday, Mr. Graham. Interesting factoid: Years later, in retrospect, he considered the phone as an intrusion on his work as a scientist and refused to have one in his study. (I wonder if IM would have made the cut … ?
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.
The Big Data Challenge/Opportunity: What it Means for Security
Customer Interactions
MARCH 11, 2013
'Take a look around and watch the people walking down the street, lost in their smart phones, listening to music, talking on the go, checking email. It’s clear we are all more connected than ever before. But for the most part, we are also in a constant state of data overload. Think about it – How many emails do you receive that either get deleted immediately or simply fall into the abyss of the unread?
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