INDUSTRY INSIGHTS YOUR PEERS ARE READING
The post Book Review – Chief Customer Officer 2.0 – How to Build Your Customer Driven Growth Engine appeared first on IJ Golding. 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. Conduct social engineering training to assess your team’s overall risk. MORE
Job Opening: Sales Engineer. Our fast-growing startup is looking for a skilled, self-motivated problem solver to join our team as a Sales Engineer. As a Sales Engineer , you are the technical expert during the sales process. MORE
Otherwise, they’re bound to fall behind evolving social engineering scams. Social engineering will increase. With more personal identifiable information being sold over the dark web, moving forward social engineering will be the leading threats facing call centers. . 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
Marketing Product Management Software Engineering Customer Satisfaction News & Events inside zoom Sales IT BusinessZOOM recently refreshed our tagline. MORE
Unseen by customers, and generally underappreciated, it is the back office that makes sure the engines of your company are humming along. And when it doesn’t MORE
31 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. 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
The post Advanced Search Engine Optimization Tips from Brian Dean, the Wizard appeared first on LiveChat. MORE
Will Re-engineer Jobs – a view from the customer experience, voice landscape appeared first on Talkdesk. Context: Artificial Intelligence (AI) powered services are often misconstrued and thought of as a mechanism for replacing existing jobs. The truth is, AI is more of an enabler to automate and solve critical business issues. 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. Ability to mentor and coach junior-level engineers. MORE
The post My Life as an Avaya Systems Engineer—#ProudAvayan on our Hot Solutions appeared first on Avaya Connected Blog. Recently I spent three days in New York City, and they were easily the best three days of my career. MORE
Four Rules for Engineering a Service Revolution. We call these “Four Rules for Engineering a Service Revolution” Rule #1: Don’t start with customer-facing employees. The post Engineering a Service Revolution: How to Build a Strong Service Culture – Fast! MORE
How to Build Your Customer-Driven Growth Engine,” she provides a roadmap to achieve success with the CCO core competencies, and how to drive transformational customer experience change across the business, breaking down silos. MORE
In the ever-changing world of American retail and big-box stores, few brands have bounced back better than Best Buy. And, they’ve been doing it with a significant investment in one of the most important assets: their employees. Investing In Your Greatest Asset. In many instances, you can’t talk about how a business succeeds without first laying the foundation for customer service practices designed around a measurement of employee satisfaction and engagement. MORE
Today, relying on humans to determine the legitimacy of callers takes too much time, is not cost-efficient, and is no longer effective in identifying advanced social engineering scams. There’s no question that the holiday rush is a little maddening. 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. MORE
to be able to tune up an engine to get it run well. Engines have progressed a long way since the 70s. Engine was rated at 170 HP and got 12 MPG on a good day. Modern engines are a marvel of computer technology. I grew up on a wheat farm in the 70s. MORE
How it impacts banks, hospitals, utilities or government agencies may differ, but one thing’s for sure, social engineering over the telephone is a real threat to any organization operating today. 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
” 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. MORE
If companies want to be successful in navigating today’s corporate terrain, we need to focus more on engineering the customer service experience. The post New Golden Rule: A Practical Guide to Customer Service Experience Engineering appeared first on Sharpen Contact Center Software. Customers expect every interaction is the best experience they’ll have with any given company. The challenge is, however, that even though it’s a priority, most companies are failing. MORE
eCommerce is booming in Australia. How exactly should an online marketer utilise SEO to sustain growth and traffic to an eCommerce site MORE
eCommerce is booming in Australia. How exactly should an online marketer utilise SEO to sustain growth and traffic to an eCommerce site MORE
This makes the full power of the Amity Relationship Insight Engine available to your entire organization. From its inception, Amity founders viewed customer success as a means of developing genuine and effective relationships with customers and not simply another analytics opportunity. 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. 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. MORE
Ahead of the annual ForeSee Summit next week, I sat down with VP of Engineering and Operations Kaj van de Loo to chat about what’s to to expect at Summit, as well as the future of CX and VOC technology. 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! MORE
If organizations are compromised, social engineers will have the data they need to have telephone agents reset account passwords en route to taking over legitimate accounts. There may be no greater responsibility for today’s organizations than protecting their customers’ private data. 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
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
Featured call center contact center employee recognition FCR first-contact resolution QA quality assurance social engineering workplace dramaWhat’s not to like about October… fall foliage, pumpkin spice lattes, Halloween and, in the industry, Customer Service Week. MORE
Featured agent attrition agent turnover call center contact center leadership social engineeringEmployee turnover is currently high across sectors and is expected to continue to rise throughout 2018. It comes as no surprise then that two of the most-read blog posts in April were about how to deal with contact center agent turnover. Other top topics included insights on how to answer the toughest interview question (i.e., […]. 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
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Engineering Related Topics Contact Center Pipeline
MARCH 8, 2018
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.
TRUSTID
OCTOBER 7, 2018
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. Conduct social engineering training to assess your team’s overall risk.
Stratifyd
DECEMBER 11, 2018
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.
Inbenta
NOVEMBER 13, 2017
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.
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analytics engines. New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.
Stratifyd
DECEMBER 11, 2018
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.
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Stratifyd
JANUARY 2, 2019
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”.
Nextiva
FEBRUARY 26, 2019
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.
Stratifyd
SEPTEMBER 12, 2018
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.
pindrop
MAY 23, 2018
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.
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engines that harness. New study reveals that companies must first focus on themselves. to meet customer expectations for digital service Social Media Voice of the. Customer. Analytics. 24/7 Email CX Web Chat Mobile Video Text.
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Contact Center Pipeline
MAY 10, 2018
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
CustomerGauge
AUGUST 22, 2017
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.
ijgolding
JUNE 16, 2015
The post Book Review – Chief Customer Officer 2.0 – How to Build Your Customer Driven Growth Engine appeared first on IJ Golding.
ijgolding
JUNE 7, 2016
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!
Speaker: Nate Brown, Co-Founder, CX Accelerator
How to move beyond effort using Customer Engagement Score, Customer Growth Engine and more to develop a CX dashboard. The contact center is one of the most strategic and influential groups related to the larger Customer Experience (CX).
Aspect
MAY 2, 2018
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.
Customer Experience Matters
MAY 17, 2018
” 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.”
Kayako
AUGUST 7, 2015
How to Build Your Customer-Driven Growth Engine,” she provides a roadmap to achieve success with the CCO core competencies, and how to drive transformational customer experience change across the business, breaking down silos.
SharpenCX
JULY 10, 2018
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 [.].
Branch Mesenger
MAY 2, 2018
In the ever-changing world of American retail and big-box stores, few brands have bounced back better than Best Buy. And, they’ve been doing it with a significant investment in one of the most important assets: their employees. Investing In Your Greatest Asset. In many instances, you can’t talk about how a business succeeds without first laying the foundation for customer service practices designed around a measurement of employee satisfaction and engagement.
Talkdesk
OCTOBER 11, 2018
Will Re-engineer Jobs – a view from the customer experience, voice landscape appeared first on Talkdesk. Context: Artificial Intelligence (AI) powered services are often misconstrued and thought of as a mechanism for replacing existing jobs. The truth is, AI is more of an enabler to automate and solve critical business issues.
ForeSee
MARCH 30, 2017
Ahead of the annual ForeSee Summit next week, I sat down with VP of Engineering and Operations Kaj van de Loo to chat about what’s to to expect at Summit, as well as the future of CX and VOC technology.
SharpenCX
JULY 17, 2018
If companies want to be successful in navigating today’s corporate terrain, we need to focus more on engineering the customer service experience. The post New Golden Rule: A Practical Guide to Customer Service Experience Engineering appeared first on Sharpen Contact Center Software. Customers expect every interaction is the best experience they’ll have with any given company. The challenge is, however, that even though it’s a priority, most companies are failing.
Avaya
JULY 19, 2017
The post My Life as an Avaya Systems Engineer—#ProudAvayan on our Hot Solutions appeared first on Avaya Connected Blog. Recently I spent three days in New York City, and they were easily the best three days of my career.
Salmat
OCTOBER 9, 2018
eCommerce is booming in Australia. How exactly should an online marketer utilise SEO to sustain growth and traffic to an eCommerce site
Salmat
OCTOBER 9, 2018
eCommerce is booming in Australia. How exactly should an online marketer utilise SEO to sustain growth and traffic to an eCommerce site
Avaya
NOVEMBER 3, 2016
to be able to tune up an engine to get it run well. Engines have progressed a long way since the 70s. Engine was rated at 170 HP and got 12 MPG on a good day. Modern engines are a marvel of computer technology. I grew up on a wheat farm in the 70s.
LiveChat
JUNE 16, 2017
The post Advanced Search Engine Optimization Tips from Brian Dean, the Wizard appeared first on LiveChat.
ChurnZero
MARCH 7, 2019
Job Opening: Sales Engineer. Our fast-growing startup is looking for a skilled, self-motivated problem solver to join our team as a Sales Engineer. As a Sales Engineer , you are the technical expert during the sales process.
Zoom International
FEBRUARY 22, 2019
Marketing Product Management Software Engineering Customer Satisfaction News & Events inside zoom Sales IT BusinessZOOM recently refreshed our tagline.
Up Your Service
NOVEMBER 23, 2015
Four Rules for Engineering a Service Revolution. We call these “Four Rules for Engineering a Service Revolution” Rule #1: Don’t start with customer-facing employees. The post Engineering a Service Revolution: How to Build a Strong Service Culture – Fast!
Contact Center Pipeline
OCTOBER 31, 2018
Featured call center contact center employee recognition FCR first-contact resolution QA quality assurance social engineering workplace dramaWhat’s not to like about October… fall foliage, pumpkin spice lattes, Halloween and, in the industry, Customer Service Week.
Amity
OCTOBER 28, 2014
This makes the full power of the Amity Relationship Insight Engine available to your entire organization. From its inception, Amity founders viewed customer success as a means of developing genuine and effective relationships with customers and not simply another analytics opportunity.
Customer Interactions
JULY 7, 2015
Unseen by customers, and generally underappreciated, it is the back office that makes sure the engines of your company are humming along. And when it doesn’t
Contact Center Pipeline
APRIL 27, 2018
Featured agent attrition agent turnover call center contact center leadership social engineeringEmployee turnover is currently high across sectors and is expected to continue to rise throughout 2018. It comes as no surprise then that two of the most-read blog posts in April were about how to deal with contact center agent turnover. Other top topics included insights on how to answer the toughest interview question (i.e., […].
TRUSTID
DECEMBER 23, 2018
Otherwise, they’re bound to fall behind evolving social engineering scams. Social engineering will increase. With more personal identifiable information being sold over the dark web, moving forward social engineering will be the leading threats facing call centers. .
TRUSTID
SEPTEMBER 9, 2018
How it impacts banks, hospitals, utilities or government agencies may differ, but one thing’s for sure, social engineering over the telephone is a real threat to any organization operating today.
TRUSTID
NOVEMBER 25, 2018
Today, relying on humans to determine the legitimacy of callers takes too much time, is not cost-efficient, and is no longer effective in identifying advanced social engineering scams. There’s no question that the holiday rush is a little maddening.
TRUSTID
DECEMBER 16, 2018
If organizations are compromised, social engineers will have the data they need to have telephone agents reset account passwords en route to taking over legitimate accounts. There may be no greater responsibility for today’s organizations than protecting their customers’ private data.
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