Speech Analytics for Collections: Why Is It Important?
Callminer
JULY 31, 2014
Speech analytics for collections can eliminate call center compliance risk, improve agent performance, and increase recovery rates. Here’s a closer look at how.
Sat.Jul 26, 2014 - Fri.Aug 01, 2014
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Ben Puzzuoli: Improving Front Line Customer Service
Bill Quiseng
JULY 28, 2014
This week’s guest post is written by Ben Puzzuoli, Chairman of the Board at Cayzu Help Desk ( www.cayzu.com ). The real benefit of social media is in meeting people who share like interests. My very first management position was with Marriott Hotels. Back then, there were less than 35 hotels worldwide. Recently Marriott opened the J.W. Marriott Hotel in Washington, D.C., its 4000th.
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Customer Service 101 for Online Home Sellers and Mortgage Brokers
Win the Customer
JULY 30, 2014
'Effective home sales means striving to make deliver customer service so that others feel that you value them as a person and not just their business.
A Celebrity Did What to Comcast? The Power of Customer Feedback
PeopleMetrics
AUGUST 1, 2014
'At PeopleMetrics we’re all about gathering customer feedback. But we aren’t just helping companies to listen to their customers – we advise them to close the loop too (that is, follow-up on the feedback – get in touch – help solve a problem if need be.). Following up with a customer or prospect who took the time to reach out to you is key to building trust and solidifying your relationship with them.
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.
Customer Experience Mapping Puts the Pieces of Customer Satisfaction & Loyalty Together
Kristina Evey
JULY 30, 2014
'Put the Pieces of the Customer Experience Together with Customer Experience Mapping. Call it Customer Experience Mapping, Journey Mapping, Customer Touchpoints… The thing to understand is that the companies that use these practices recognize higher levels of customer satisfaction and customer loyalty. Why is this? Well, I’m happy to explain.
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7 Reasons You Might Not Be Ready for Customer Success ….Yet!
Amity
JULY 28, 2014
Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? According to an Aberdeen Report* on Customer Experience Management, the top three drivers for investing in customer experience management (customer success management and customer experience management are often used interchangeably) are: Improve customer retention – (42%).
Another Day, Another Customer Experience Metric
ForeSee
JULY 31, 2014
'It doesn’t matter where I go, there is always someone claiming to have the most important metric to assess the customer experience. Most of these “metrics of the moment” are. The post Another Day, Another Customer Experience Metric appeared first on ForeSee.
An Inside Look at the Trends Shaping the Public Safety Solutions of the Future
Customer Interactions
AUGUST 1, 2014
'The public safety industry is on the threshold of a major transformation. Here are five critical developments that are shaping the public safety solutions of the future. Trend #1: NG911 (including Text-to-911) Last year’s FCC announcement of a voluntary agreement with service providers on Text-to-911 was a major milestone, signaling a shift how the industry is starting to change the way it thinks about Text-to-911 – from ‘early adopter’ to ‘mainstream.
What Are Your Customers' Priorities?
Brad Cleveland Blog
JULY 31, 2014
In a recent survey conducted by IntelliResponse, customers chose efficiency over personalization. Of the 1,000 US online consumers who were surveyed, 59% said they want a transactional relationship in which they receive efficient service (versus 24% who want a friendship, in which they get personalized service).
The 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
Your Most Important #CX Training Tool
CX Journey
AUGUST 1, 2014
'Image courtesy of Tom Rydquist I originally wrote today''s post for Intradiem. It appeared on their blog on April 14, 2014. Can you name one of the most powerful and most important customer experience training tools available to your organization? If you can''t, I''ll answer that question for you. The most powerful training tool, the one that''s going to help your employees deliver a great customer experience, is a customer journey map.
What Are Your Customers' Priorities?
Brad Cleveland Blog
JULY 31, 2014
In a recent survey conducted by IntelliResponse, customers chose efficiency over personalization. Of the 1,000 US online consumers who were surveyed, 59% said they want a transactional relationship in which they receive efficient service (versus 24% who want a friendship, in which they get personalized service).
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