November, 2012

article thumbnail

Best Practice Tips for Implementing Self-Service Options

TASKE Technology

Last time , we talked about reasons to consider providing or enhancing self-service options. As well as offloading tedious work for your agents, self-service options can improve customer satisfaction and contact center operations, which in turn, supports your organization’s contribution to higher-level business objectives. As with any new initiative, you want to make sure that your investment – time, money, or resources — is going to give you the best return possible.

article thumbnail

My Vision of the PSAP of the Future

Customer Interactions

'As an industry, 9-1-1 is on the threshold of some big changes. NG9-1-1 and consolidation are two. But those aren’t the only trends that will shape the PSAP of the future. Let me share my vision with you. Every week, I read about more and more municipalities undertaking or expanding city-wide video surveillance initiatives. Of course, the focal point for these programs is typically the city surveillance center.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Consider Posting Customer Service Statistics

Brad Cleveland Blog

Posting statistics on your customer services can be smart move. It tells your customers that you care, emphasizes important aspects of performance, provides your team with focus and, yes, provides useful information to customers. Real time and rolling stats can be posted in many places, including your website, mobile apps, overhead screens like this example (London’s Heathrow Airport), and elsewhere.

article thumbnail

Sick of Waiting in Line? Video Analytics can Improve Customer Experience

Customer Interactions

'As a frequent international traveler, I spend a lot of time in airports. Like most travelers, my main focus is getting from one place to the next in as little time as possible. The process of check-in, security, passport control, and boarding are like a series of travel hurdles. If I get through them quickly, I’m happy. If not, I, like most of the others in line with me, start muttering a range of frustrated thoughts.

article thumbnail

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

article thumbnail

9 Ways PSIM Can Help Companies Cope with Security Growing Pains

Customer Interactions

'Some companies grow the old fashioned way (organically). Others expand their footprint through mergers and acquisitions. Either way, companies can face “growing pains” when it comes to managing security operations. For example, companies that grow organically tend to add physical security systems with each changing of the guard, as new management comes in.

More Trending

article thumbnail

Consider Posting Customer Service Statistics

Brad Cleveland Blog

Posting statistics on your customer services can be smart move. It tells your customers that you care, emphasizes important aspects of performance, provides your team with focus and, yes, provides useful information to customers. Real time and rolling stats can be posted in many places, including your website, mobile apps, overhead screens like this example (London’s Heathrow Airport), and elsewhere.

article thumbnail

Wait… That's Cheating!

Brad Cleveland Blog

I recall a consulting assignment for the customer service operation of a large utility, with a client base in the millions.

article thumbnail

Wait… That's Cheating!

Brad Cleveland Blog

I recall a consulting assignment for the customer service operation of a large utility, with a client base in the millions.

article thumbnail

Explosive-Sniffing Mice and Other Homeland Security Tech Innovations

Customer Interactions

'Last week, I attended the 2nd Israel Homeland Security (HLS) conference in Tel Aviv. I was in good company. Over 2,000 government ministers, mayors, police chiefs, heads of intelligence organizations and homeland security companies were there as well, representing every corner of the world and every key sector – from cities, seaports and airports to critical infrastructure.

article thumbnail

Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.