9 years after Jeanne wrote her first guide for Customer Experience executives, she has published a new, modernised CCO ‘bible’ – ‘ Chief Customer Officer 2.0 – How to Build Your Customer Driven Growth Engine ‘, really is a MUST read for any existing or aspiring leader of Customer Experience. The post Book Review – Chief Customer Officer 2.0 – How to Build Your Customer Driven Growth Engine appeared first on IJ Golding. MORE

When I joined Guru in the fall of 2019, one of the things I wanted to accomplish over the next year was to put our team in a position to support remote/distributed work and culture as we grew. Little did I know what was coming, or how much it would force the conversation on many fronts. Like every other team in the SaaS world (or let’s be honest, in any industry), the past year has looked completely different than what we envisioned at our February 2020 annual kickoff. MORE

The threat of social engineering casts a wide net, as today’s professional attackers are online, on the phone, and are even standing directly across the counter from bank tellers. In the article, “Anatomy of a Social Engineering Attack,” Katherine Abercrombie, Security Consultant at Context Information Security, writes that social engineering is “the clever manipulation of the human tendency of trust.” MORE

But there is less surety if you have met a Customer Success Engineer (CSE) in the given space. Today, we will learn what a customer success engineer is and what are the skills and responsibilities required to wear the CSE hat. Who is a Customer Success Engineer??. MORE

Giving First takes many forms , but one that we’re most proud of is creating an engineering apprentice program. One of our core values at Guru is to Give First. While we’ve iterated on our values over time, this one has remained a constant, and for good reason. Instead of giving back once or twice a year, we look at making positive changes to ourselves and our communities as something we should have as a regular part of our work here at Guru. MORE

A little dose of social engineering would do. The post What Your Business Needs to Know About Social Engineering Attacks appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog. Even the most secure systems — including blockchains — are prone to breaches. Professional hackers and cyber criminals carry out many of these breaches but you don’t need high-tech skills and equipment to penetrate a computer network. MORE

Following this link [link] , you can learn more about software engineering’s most popular practices that are widely used by programmers from all over the globe. Moreover, coding techniques are a common standard among the software engineering community. MORE

NICE inContact is a champion for diversity and inclusion in technology, and in honor of Women’s History Month and International Women’s Day on March 8th, we are showcasing some of the accomplished women in technology at NICE inContact. MORE

The post Is social engineering damaging your contact center? Due to the pandemic, 2020 has been the year where many organizations have transitioned to a work-from-home (WFH) model to ensure employee safety. MORE

It also has to be engineered to fit different purposes and contexts. However, some general principles for developing bots need to be considered, whether using knowledge engineering or not. The question of when and how to use knowledge engineering can impact each of these steps. In the next section of this post, I will explore the first consideration – understanding the role and objective of the bot – and discuss the knowledge engineering considerations. MORE

The post New Golden Rule: How to Engineer a Better Customer Experience appeared first on Sharpen Contact Center Software. If incorporating positive emotion into a great customer experience isn’t at the core of your customer service philosophy, it’s time to recalibrate. How a customer feels about each interaction with your company is the most powerful indicator of customer loyalty. According to research out of the Temkin Group, customers who have a positive emotional experience [.]. MORE

Designing a process from scratch is already a task and a half for your Salesforce org, but re-engineering a process is even a bigger undertaking when the process has been in use for some time. their acceptance and see if they really do like the re-engineered process. MORE

An ACD is essential contact center technology. Without an ACD, the operation would be in disarray, which is why it is indispensable for every contact center. MORE

As a Senior Back-End Software Engineer with Stratifyd, Inc. you will be work collaboratively with a talented group of engineers, designers, and product managers to create a functional seamless experience for the end-user. The Senior Back-End Software Engineer will have demonstrated practical experience in building high-performance and reliable systems and possess a love for Git and all that version control provides (we can also accept a love/hate relationship with Git). MORE

Designing a process from scratch is already a task and a half for your Salesforce org, but re-engineering a process is even a bigger undertaking when the process has been in use for some time. MORE

And teams are the engine that make it all possible. The post Teams Performance is the Engine to Fuel for Greater Results appeared first on Integrity Solutions. With more people working on teams—and with companies relying on teams performance more than ever—they need success tools to help them understand what the team needs not just as individuals but collectively. by Joyce Hames. Successful companies today move quickly. MORE

All engineering teams rely on some kind of documentation tool to communicate important product information with their colleagues. For small teams just getting started, this could be as simple as a Google Doc, and for larger teams with complex products, this could be a hierarchical wiki. MORE

The Aspect Telephony systems engineer is responsible for the installation, upgrading, testing of telephony products into customer environments and Call Design cloud environments in a timely manner to ensure a high standard of customer service. Location. Sydney. The Role. MORE

Additionally, social engineering is often added into a fraudster’s mix of techniques as a tactic to help them get around call center agent procedures. In addition to voice morphing, Mr. and Mrs. Smith utilized social engineering – one of the simplest yet most effective fraudster tactics. The post Call Center Fraudsters | Voice Morphing, Social Engineering, and the Need for Authentication appeared first on Pindrop. MORE

We are seeking a dynamic team player with an entrepreneurial spirit, curiosity and passion for engineering and the ability to excel in a fast-paced environment to help us build our brand and provide add value. As a Cloud Operations Engineer (Site Reliability Engineer) with Stratifyd, Inc. The Cloud Operations Engineer is able to contribute to solving problems and creating solutions that help us design exciting new technologies that meet our customer needs. MORE

Today’s software engineers are far from stereotypes. Meet Meryl Sonon, Senior Engineering Manager in NICE inContact’s R&D organization. At NICE inContact, we take pride in the fact that innovation and technical prowess comes in all genders, ethnicities, religions, etc. MORE

” During that session, I discussed a missing link in today’s VoC technology: Assistance Engines. Before I describe Assistance Engines, I want to go back to 2010 when I labelled VoC technologies as Customer Insight & Action (CIA) Platforms. The post The Future of VoC Actionable Insights: Assistance Engines appeared first on Customer Experience Matters®. Earlier this week I gave a speech called “The Future of CX: Humanistic, Prescriptive, and Responsive.” MORE

As a Software Engineering Project Manager with Stratifyd, Inc. you will work closely with the product and core engineering teams to extend our best in business Customer Analytics platform by successfully managing relationships with key stakeholders and ensuring timely delivery of projects. Facilitate technical discussions with the engineering team. Submit resumes to engineering-jobs@stratifyd.com please include in the subject line “Software Engineering Project Manager”. MORE

engineering sector is estimated to generate in the region of $236.9 Although customer service may not be the main focus of an engineering concern, it does yield immense power. Engineering companies can obtain customer feedback in a number of ways. The U.S. MORE

The post Breakthrough AI engine automates strategic planning! Blog AI Engine Contact Center Strategic PlanningRemember that old saying, the one about things that sound too good to be true? Sadly, the automated strategic planner simply doesn’t exist. With the pace of change and the […]. appeared first on Waterfield Technologies. MORE

Even those of us old enough to remember a life pre-web struggle to recall how we did our homework, checked for correct spellings or even resisted the urge to ask those questions we wouldn’t dare ask aloud without the relative safety of a search engine like Google. Before the internet: Searching was far more laborious and in many cases would not even have even taken place before the creation of the search engine. How did people find answers before the internet? MORE

Data security agent training call center compliance contact center customer privacy cyberfraud cybersecurity protocols data security social engineeringImagine there is an angry customer calling your contact center. They threaten to cancel their service. They provide their name and mailing address, but cannot remember their account number or security password. However, they are shouting and threatening to complain on social media regarding supposedly unfair charges to their account. MORE

When they explained why it was just ‘ok’ it brought to life yet another example of trying to ‘over-engineer’ the Customer Experience. The post Over-engineering the Customer Experience – ‘Digital’ is not the answer to everything! Channels Customer Journeys CX Strategy citizenM digital customer experience digital experience mycustomer.com over engineering the customer experience Turn Back Time: the Family MORE

The post Five Reasons to Use Your Customer Advocacy Platform as a Prospecting Engine appeared first on Influitive. Why can’t a customer advocacy platform be used to drive engagement with prospects? MORE

Open Minded and Self-Motivated Research Scientist/Engineer. Job Description. Product & Publication Track. Designing models for various business intelligence tasks including but not limited in: Numerical and Text Data Regression/Classification. Opinion mining, Sentiment Analysis, User profiling. Topic Modeling, Trend Detection, Time Series Analysis. QA or Information-Seeking System. Recommendation System. Deploying models on stratifyd’s business analytics platform. MORE

The post Five Reasons to Use Your Customer Advocacy Platform as a Prospecting Engine appeared first on Influitive. Why can’t a customer advocacy platform be used to drive engagement with prospects? MORE

We’re looking for a Backend Software Engineer who is passionate about technology, has experience building scalable and robust solutions and can help set the direction of our framework/platform. You will work with a talented group of engineers, designers and product managers and enable them to build new and innovative features for our AI platform. Submit resumes to engineering-jobs@stratifyd.com please include in the subject line “Backend Software Engineer”. MORE

In this installment of the Lost in the Labyrinth series, I position the contact center as the enterprise “fuel” for revenue engines and the singular source of raw currency and customer intelligence in the digital age. Yet customers are impacted by the resistance to operational investment in the contact center. They are caught within a […]. Customer Intelligence call center contact center CRM customer intelligence customer relationship management ROI value proposition visibility MORE

The Aspect Telephony systems engineer is responsible for the installation, upgrading, testing of telephony products into customer environments and Call Design cloud environments in a timely manner to ensure a high standard of customer service. Location. Sydney. The Role. MORE

Last week, Sales Engineers Jay Hart & Dave Dalebroux facilitated an engaging discussion concerning the rise of social engineering, the how and why social engineers are targeting contact centers, and what you can do to address it. MORE

We’re thrilled to welcome two new members to our executive leadership team, Baker Johnson as Vice President of Marketing and Dave Bullock as Vice President of Engineering. MORE

The stakes are high in engineering. You are tasked with driving innovation, but designs must also perform flawlessly in the real world. Collaboration is critical to the process. You must communicate design specifications, work across teams to identify and resolve potential failures, and test your design – all before you can begin product development. Further, you must do it all efficiently and cost effectively. Unified Communications Video MORE

Antony Laycock is CustomerGauge’s Director of Software Engineering. He was excited to share about the great developments our Engineering team has been making and what it’s like working in the beautiful Amsterdam office! The post Meet the Gaugies: Director of Software Engineering Antony Laycock appeared first on CustomerGauge. He has 25+ years of professional experience and has been in his current position with CustomerGauge for over a year. MORE