Callminer

JULY 10, 2014

Companies need to leverage real-time call monitoring and speech analytics to improve the customer experience. Here are 4 tips to consider.

Analytics 182

Analytics Customer Experience 182

Win the Customer

JULY 7, 2014

'Innovation in technology is raising the customer service standard and we''re just beginning to see its impact in the customer experience.

Technology 144

Technology Customer Service Customer Experience 144

Kristina Evey

JULY 9, 2014

'Getting new customers, keeping those customers, and making more money are the goals you have for your business, right? Then let me share one of the most crucial factors into setting up that equation – DEFINE your ideal desired company culture ! If I could shout this from the mountain tops, I absolutely would. All of the clients I work with online and in person have struggled with this concept initially.

Customer centricity 90

Customer centricity Morale Customer Experience Management 90

CX Journey

JULY 10, 2014

'Image courtesy of fuzzedbuzz I originally wrote today''s post for Intradiem. It appeared on their blog on March 17, 2014. What is big data? and how is it used to deliver a great customer experience? "Big data" has been defined in many different ways and seems to most often refer to the sheer volume of data, but for the purpose of this article, I''m going to refer to the data sources.

Big data 71

Big data Customer Experience Journey mapping Benchmark 71

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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

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Comm100

JULY 10, 2014

Thank you pages – pages that are displayed following the completion of a sale – are generally last on the list of content priorities for any brand or online retailer. After all, the sale has been made, the conversion is complete and it’s time to look for new customers and the next big sale, right? Wrong. The best business owners know that the probability for selling to an existing customer is 60-70%, whereas the probability for selling to a potential client, someone who has never purchased from

Sales 40

Sales Metrics Personalization Marketing 40

Brad Cleveland Blog

JULY 9, 2014

Contact Center 20

Contact Center Call Center Customer Service 20

PeopleMetrics

JULY 9, 2014

'At PeopleMetrics, we are in the storytelling business. So naturally, we talk a lot about customer service stories gone bad. Our inboxes are full of horror stories forwarded from friends and family, and most of our conversations sound like, “Did you hear about that Comcast fiasco with Food Network Star Alton Brown ?” Most days, I cannot get the United Breaks Guitars song out of my head.

Customer Experience 116

Customer Experience Transportation Advertising Customer centricity 116

Horizon CX

JULY 6, 2014

My wife and I just returned from a week of vacation in. southern France. It was the first. vacation in decades that we can both claim to have completely disconnected from. our daily routine—no cell phones, no Internet, no car, no bills, and no. thoughts about the work we both left behind and that we knew would continue to. accumulate in our absence.

Customer Experience 40

Customer Experience Coaching Personalization Customer Service 40

Amity

JULY 8, 2014

Knowing how many customers a single CSM can successfully manage will vary with each company. The one common challenge we all face is how to increase the ratio in order to scale your customer success organization while maintaining costs. First you need to have a complete understanding of the functions performed by your CSM staff. This is also known as “Workflow” There are many ways to determine this however one way is to pull your senior CSM’s into a working session to outline

SaaS 48

SaaS CRM Sales Technology 48

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

JULY 9, 2014

Contact Center 20

Contact Center Call Center Customer Service 20

Customer Interactions

JULY 10, 2014

'Two of the major topics of discussion at last month’s IFSEC International event in London were PSIM and Safe Cities, which naturally converge to help cities secure major sporting events. One such example is our recent project with Glasgow, the largest city in Scotland, and host of the Commonwealth Games that begins in just a few weeks. The city is using NICE Situator to consolidate data from sources such as CCTV and traffic control within a single operations centre.

Benchmark 32

Benchmark Technology Management 32

Horizon CX

JULY 6, 2014

'My wife and I just returned from a week of vacation in southern France. It was the first vacation in decades that we can both claim to have completely disconnected from our daily routine—no cell phones, no Internet, no car, no bills, and no thoughts about the work we both left behind and that we knew would continue to accumulate in our absence. As a Customer Experience Professional, customer experience is always in mind and I naturally react to any and all personal experiences throughout my dai

Customer Experience 40

Customer Experience Coaching Personalization Customer Service 40