ClearAction

MAY 27, 2013

Customer-Centricity Goes Beyond Customer Experience Management Lynn Hunsaker. Customer experience management is necessary, yet insufficient. Traditionally, organizations have managed customer experience with a mindset of how the company is doing, in order to grow revenue. Consequently, surveys tend to ask more about the company than about the buyer, and customer programs typically emphasize excitement and urgency for new purchases and positive word-of-mouth.

Customer centricity 77

Customer centricity Customer Experience Management Morale 77

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Smartphones: Global smartphone shipments are expected to jump this year by 25% according to Digitimes Research, By 2015, IDC expects more US consumers will access the internet through smartphones than PC’s.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

TASKE Technology

MAY 10, 2013

On a short-term basis, your contact center can experience fluctuations in overall performance. You may be able to predict these fluctuations, such as higher call volumes resulting from new marketing programs or product discounts. Although these types of fluctuations are expected to occur, you generally want overall performance to improve over time. When performance metrics remain steady over time, you may want to investigate why they have plateaued.

Metrics 52

Metrics Abandon Call Contact Center Wait times 52

Customer Interactions

MAY 3, 2013

'It was Even Bigger, Better than Last Time! I’m just back from my second NICE Interactions global customer conference. This year it was held in sunny Orlando, where over 2,000 NICE customers and business and technology partners shared information and best practices, and learned about new solutions for their organizations. Wow! What a great event from every perspective!

voip 43

voip Big data Education Best practices 43

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Brad Cleveland Blog

MAY 31, 2013

Call Center 20

Call Center Contact Center Management 20

Customer Interactions

MAY 30, 2013

'Oil and gas refineries employ various security technologies like access control, perimeter detection technology and CCTV cameras. In the last several years these facilities have come under increased scrutiny with government regulations such as MTSA/TWIC and CFATS. The use of CCTV continues to grow as facilities add and upgrade cameras from older analog platforms to IP.

Government 34

Government Technology Management 34

Customer Interactions

MAY 25, 2013

'As Director of Marketing-Public Safety at NICE, one of my key roles is to develop educational content that focuses on hot trends impacting the Public Safety industry. One trend I see taking shape is a migration to hosted solutions. With NG9-1-1 on the horizon and municipal budgets continuing to contract, hosted solutions are getting a serious look.

Education 30

Education Marketing Technology 30

Customer Interactions

MAY 20, 2013

'During the many years I have attended the IFSEC exhibition in the UK, I have seen the fanfare of many new innovations in security technology. This year, there was the usual array of new hardware and software on display, but whether it was a camera, sensor, alarm, analytics, or access control vendor, the message coming loud and clear from the show floor was one of integration.

Education 30

Education Analytics Management Marketing 30

Brad Cleveland Blog

MAY 31, 2013

Call Center 20

Call Center Contact Center Management 20

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.

Customer Experience

Brad Cleveland Blog

MAY 24, 2013

Call Center 20

Call Center Contact Center Management 20

Brad Cleveland Blog

MAY 24, 2013

Call Center 20

Call Center Contact Center Management 20

Brad Cleveland Blog

MAY 17, 2013

Call Center 20

Call Center Contact Center Customer Service Customer Experience 20

Brad Cleveland Blog

MAY 17, 2013

Call Center 20

Call Center Contact Center Customer Service Customer Experience 20

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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.

Self service

Brad Cleveland Blog

MAY 10, 2013

Call Center 20

Call Center Contact Center Management 20

Brad Cleveland Blog

MAY 10, 2013

Call Center 20

Call Center Contact Center Management 20

Brad Cleveland Blog

MAY 3, 2013

Call Center 20

Call Center Contact Center Management 20

Brad Cleveland Blog

MAY 3, 2013

Call Center 20

Call Center Contact Center Management 20

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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