Inside View: FCCI Insurance Group

Contact Center Pipeline

Organizations like FCCI Insurance Group […]. These days, skilled job candidates put just as much thought and effort into scrutinizing potential employers as companies do screening applicants.

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Hosted VoIP: Call Queues vs Ring Groups

Jive

To start, there are two important call management features your small business should consider leveraging with a Hosted VoIP phone system: ring groups and call queues. Well let’s look at the similarities, differences, benefits, and disadvantages of call queues vs ring groups.

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Goodbye Temkin Group Website…

Customer Experience Matters

After being acquired by Qualtrics this past October, we have decommissioned the Temkin Group website. Temkin Group’s success was built totally on Read More. The post Goodbye Temkin Group Website… appeared first on Experience Matters. Well, it has finally happened. And yes, I have mixed feelings. To quote a line from Winnie-the-Pooh… How lucky I am to have something that makes saying goodbye so hard.

Temkin Group, Qualtrics, And SAP

Customer Experience Matters

In case you missed it, Temkin Group was acquired by Qualtrics. The post Temkin Group, Qualtrics, And SAP appeared first on Customer Experience Matters®. Well, this has been a crazy month. We weren’t able to discuss it too much, because Qualtrics was in a pre-IPO quiet period. And then SAP acquired Qualtrics. Can you say Pac-Man?!?! A month ago, I would have provided my independent analysis of these acquisitions. I can’t do that anymore, I’m now biased.

Contact Center Metrics That Matter

Speaker: Nate Brown, Co-Founder, CX Accelerator

The contact center is one of the most strategic and influential groups related to the larger Customer Experience (CX). Do you have the right metrics in place to assess your true impact?

Concentrix Wins Brandon Hall Group Award

Concentrix

Accolades presented in four categories Fremont, CA – Winners of the 2019 Brandon Hall Group HCM Excellence in Awards for Learning and Development, Talent Management, Leadership Development, Talent Acquisition, Workforce Management and HR, Sales Performance and Corporate Initiatives were announced during an online webinar on Aug. The post Concentrix Wins Brandon Hall Group Award appeared first on Concentrix.

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Convoso Client Success Story: Ascent Mortgage Group

Convoso

In mid-2017 Ascent Mortgage Group came to Convoso searching for a new contact center platform with a high-performance automated dialer like none other. Before starting on the Convoso platform, Ascent Mortgage Group was “burning through leads” - a negative outcome that resulted from the various call center applications and providers they were using.

Group Effort: Introducing Fonolo’s LinkedIn Group, “Contact Center Best Practices for the Real World”

Fonolo

For those with even one foot in the digital doorway, chances are you may have heard some breaking news around the watercooler at the beginning of 2018: A revival is being planned for a well-known social networking platform: LinkedIn Groups.

Lessons From Temkin Group’s Humanity Workshops

Customer Experience Matters

Throughout the year, Temkin Group has been focused on making 2018, “The Year of Humanity.” The post Lessons From Temkin Group’s Humanity Workshops appeared first on Customer Experience Matters®. ” As a part of our commitment to this critical theme, we developed a highly interactive workshop “Humanizing CX,” which I’ve led for 10 Customer Experience Professionals Association local networking events in cities across the U.S. and Canada.

Bradley Lead Group Finds a Blend of Success with Convoso (Case Study)

Convoso

Client : Bradley Lead Group is a lead generation group that focuses its efforts on qualifying extremely high quality leads in numerous financial sectors.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

Here’s a digital insurance business example: Who: Analysis of past purchases by demographic groups shows. If Artificial Intelligence (AI) for the overall business is a red hot. topic in C-suites, AI for customer engagement is white hot.

Top 6 LinkedIn and Facebook Sales Groups (To Level Up Your Skills)

CrazyCall

Using these social networks, you’re able to find Groups focused solely on providing useful content, information, tips and engaging the community to share their knowledge and help each other grow their skills. There will be no need to perform a linkedin groups search on your own!

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Top 10 Customer Experience Groups on LinkedIn, and Why

Fonolo

LinkedIn Groups give top business professionals the ability to follow the trends and conversations going on in their industry, while also sharing relevant content with peers. We hope this makes group finding a bit easier! Plus, it’s the only active group of its kind on LinkedIn.

Net Promoter News: Sage Group, Ford, Epyx and Paladina Health

CustomerGauge

Sage Group Plc Is Customer-Obsessed Sage Group, a British multinational enterprise software company closed the year 2016 with excellent business results. The post Net Promoter News: Sage Group, Ford, Epyx and Paladina Health appeared first on CustomerGauge.

Axis Group Achieves ServiceMark Accreditation from the Institute of Customer Service

CSM Magazine

Axis Group has successfully achieved the ServiceMark Accreditation from The Institute of Customer Service following a major initiative to put customer service at the forefront of its businesses within the cleaning, security and reception services sectors.

With CXone, Fossil Group Unifies Contact Centers, Raises Performance

NICE inContact

Headquartered in Richardson, Texas, Fossil Group is an American fashion designer and manufacturer of distinctive watches, wallets, handbags, accessories, and wearables for a variety proprietary and licensed brands. Its 17 contact centers located around the world support the Fossil Group business , including 250 agents who support over 10 languages. With CXone, however, Fossil Group finally was able to view all its performance data on one unified platform.

Great News: Temkin Group Joins Forces With Qualtrics

Customer Experience Matters

I’m thrilled to announce that Temkin Group has been acquired by Qualtrics. The post Great News: Temkin Group Joins Forces With Qualtrics appeared first on Customer Experience Matters®. Together, our goal is to create the world’s premiere center of excellence for all things experience management (XM).

Launching An Advocacy Program Part 6: User Groups

Influitive

Advocate Marketing 101 Event Marketing advocate events advocates at events b2b customer user groups b2b event marketing b2b user groups crimson hexagon customer user group suggestions customer user groups event marketing how to run a user group irwin hipsman launching an advocacy program marketing user groups user group ideas user group planning user groupsThis is the sixth post in a series about launching a customer advocacy program.

Interstate Group LLC Creating 83 New Jobs In Virginia

Connecting the Dots

Read: Interstate Group LLC Creating 83 New Jobs In Virginia at BusinessFacilities.com. Capital Investment Daily News Featured Manufacturing Taxes & Incentives Virginia Workforce Development Business Incentives Economic Development Employment Expansion Glen Lyn Interstate Group LLC Site Selection Virginia Economic Development PartnershipThe cargo trailer manufacturer will invest $4.1 million to establish an East Coast manufacturing and distribution operation in Giles County, VA.

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2017 Temkin Group CX Excellence Award Winners

Customer Experience Matters

I’m thrilled to announce (and congratulate) the winners of Temkin Group’s sixth annual Customer Experience Excellence Awards: AARP – formally established its AARP Experience (AARPx) team in 2016 with the mission to work across the enterprise to create a seamless, personalized experience for members that is supported by a customer-centric culture. The post 2017 Temkin Group CX Excellence Award Winners appeared first on Customer Experience Matters®.

Press Release: Taylor Reach Group Selected to Optimize Vision Care Leader

Taylor Reach Group

The Taylor Reach Group, Inc., About The Taylor Reach Group, Inc. Media Contact: For more information on The Taylor Reach Group, Inc.

FREE Temkin Group Industry CX Webinars

Customer Experience Matters

Temkin Group publishes a large amount of industry- and company-specific research, so we often do webinars that highlight what’s happening in customer experience in those industries. The post FREE Temkin Group Industry CX Webinars appeared first on Customer Experience Matters®.

Presidential Executive Fellow Rosetta Lue Joins Taylor Reach Group to lead Public Sector Practice

Taylor Reach Group

While The Taylor Reach Group, Inc., This week, Colin Taylor, CEO and Chief Chaos Officer of The Taylor Reach Group, Inc., About the Taylor Reach Group, Inc. – Established 2003, Taylor Reach is a worldwide, leading Contact Center, Call Center, and Customer Experience consulting firm.

Emotional Responses to Tech Support Differs Across Age Groups

Customer Experience Matters

In a recent post, Temkin Group analyzed 10 emotions that consumers feel after completing a number of different interactions. The post Emotional Responses to Tech Support Differs Across Age Groups appeared first on Customer Experience Matters®. We decided to dig deeper into one of those interactions, getting tech support for a computer.

An Exciting Year For Temkin Group Research

Customer Experience Matters

As you can see in the chart below, Temkin Group published a lot of interesting research in 2017. The post An Exciting Year For Temkin Group Research appeared first on Customer Experience Matters®. As the year winds down, it’s fun to look back and appreciate what’s been done. I’m very proud of what our team accomplished. We used many different research approaches (e.g.,

Properly Track the Results of Your Marketing: Google Analytics Channel Groupings Explained

CallSource Insights

Understanding how they are grouped is essential to properly tracking your marketing campaigns. Google Analytics classifies website visitors into the Default Channel Groupings which are the most common sources of website visitors to any website.

Axis Group Hosts Institute of Customer Service CEO Breakfast

CSM Magazine

Axis Group joined as a member of The Institute of Customer Service last year and is currently working towards The Institute’s ServiceMark accreditation – the national standard for measuring an organisation’s service levels and commitment to continuous improvement.

Temkin Group’s (Exciting) Plans For CX Day 2018

Customer Experience Matters

Last year, Temkin Group had a great time celebrating CX Day. Temkin Group has labelled 2018 The Year of Humanity for customer experience. Temkin Group will host two free webinars. Anyone who attends the Temkin Group webinars will receive a code for downloading a free copy of the report, Lessons in CX Read More. The post Temkin Group’s (Exciting) Plans For CX Day 2018 appeared first on Customer Experience Matters®.

How to Build Internal Relationships with Other Groups – Part II

Strikedeck

Kim shares her experience on how CS can build strong bonds with the UX and the Marketing teams. Customer Success Customers Onboarding saas value realization

How to Build Internal Relationships with Other Groups – Part I

Strikedeck

Kim shares her experience on how CS can build strong bonds with Support, and Product, QA, & Engineering teams. Customer Success Customers Onboarding saas value realization

Taylor Reach Group Working with Major Veterinary Hospital on Telephony Sourcing Project

Taylor Reach Group

Toronto, ON – December 5, 2017 – The Taylor Reach Group, Inc. said Colin Taylor, CEO and Chief Chaos officer of Taylor Reach Group. About Taylor Reach Group. Taylor Reach Group, Inc., Call Center Consulting Call Center Performance Call Center Technology Call centre consulting Contact Center Technology Customer Experience Management Technology The Taylor Reach Group

Embracing Agility at Anthem, Airbnb, and Capital Group

Cyara

The panel included CX leaders from three of Cyara’s most innovative customers: Anil Ravula, Staff VP at Anthem , Mitch Glaser, Contact Center Systems Manager at Airbnb , and Mark Remington, VP of Application Services at Capital Group. A couple of weeks ago, we were honored to host our inaugural Cyara Xchange conference up in San Francisco. It was such an energizing event where everyone was sharing best practices and war stories from the CX trenches.

Temkin Group Publishes 2017 List of Customer Experience Trends

Topdown

The Temkin Group recently released its annual list of customer experience trends and labeled 2017 “ The Year of Purpose.” For reference, Temkin dubbed last year the Year of Emotion and 2015 the Year of Employees. They strongly feel that 2017 will require companies to focus heavily on purpose.

Uplifting Service Book – Group Discussion Guide

Up Your Service

Uplifting Service Group Discussion Guide. Key questions for each chapter encourage personal reflection and dynamic group discussions. Download the Uplifting Service Group Discussion Guide now.

Uplifting Service Book – Group Discussion Guide

Up Your Service

Uplifting Service Group Discussion Guide. Key questions for each chapter encourage personal reflection and dynamic group discussions. Download the Uplifting Service Group Discussion Guide now.

Teleopti Group continues to grow internationally

teleopti

Teleopti, leading provider of solutions for strategic optimisation, today announced results for the fiscal year 2013

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15 Ways to Conduct Successful Customer Focus Groups

CSM Magazine

Here’s a warning: it is very easy to do bad focus groupsgroups that do not end up obtaining worthwhile information from the participants, or worse yet, obtain incorrect information. There is more to a focus group than just talking with a set of people.

Share and share alike: why user groups and collaboration work

Aspect

For more information on our user groups visit our Be an Innovator page here. The post Share and share alike: why user groups and collaboration work appeared first on Aspect Blogs.

Redefining Convenience for the People of Africa: an Exclusive Interview with Mr. Joseph Kuvor, Customer Experience and Marketing Group Head, Zoona Transactions International

Customer Guru

Mr. Kuvor is the Group Head of Customer Experience and Marketing at Zoona Transactions International, a financial services organization based in Africa.

RapportBoost to Lead Discussion Group and Exhibit at Customer Contact Week Austin on Oct. 10

RapportBoost

Oct 8, 2018 – RapportBoost , a Los Angeles based technology company that provides augmented intelligence solutions to contact centers using live chat for conversational selling , will lead 3 Interactive Discussion Group discussions focused on live chat agent training and feedback from 11:00 a.m. The post RapportBoost to Lead Discussion Group and Exhibit at Customer Contact Week Austin on Oct.