Callminer

DECEMBER 26, 2022

Read this blog to better understand product innovation, including new product development, and best practices for getting it right with conversation intelligence.

Best practices 182

Best practices 182

Beyond Philosophy

APRIL 4, 2024

However, ghosting happens in other arenas, too. It’s a work colleague ghosting me; no matter how I try to contact him, I hear nothing in return. It feels like he disappeared off the face of the earth. Since ghosting is a relatively new phenomenon, we should talk about it here, too. The other person wonders what happened, probably forever.

Personalization 150

Personalization Sales Feedback Technology 150

Cisco - Contact Center

FEBRUARY 29, 2024

In fact, according to IoT Analytics, a global research firm, the IoT market will grow at a… Read more on Cisco Blogs Internet of Things (IoT) remains one of the stronger markets in which customers are considering investing.

Technology 96

Technology Analytics Marketing 96

Steve DiGioia

JULY 10, 2023

You watch them grow and learn, and finally, they’re ready to take on the world on their own. But before you know it, they’re handing in their resignation letter, moving on to greener pastures, and leaving you feeling frustrated and maybe even a little betrayed. Was it worth training these employees or was it money down the drain?

Technology 130

Technology Personalization Customer Service Management 130

Cisco - Contact Center

JANUARY 17, 2024

Part 6 of the six-part series –  The 2023 Global Networking Trends Report series If you have been reading our blog series around the 2023 Global Networking Trends Report, you may have noticed two rec… Read more on Cisco Blogs

92

92

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. However, much of it was the easy stuff and hasn’t had the breakthrough effect they hoped to get. I wasn’t surprised by this problem, and I will explain why in this issue. We all know happy employees make happy customers.

Finance 195

Finance Customer centricity Accountability Technical Support 195

ShepHyken

OCTOBER 21, 2016

This week on our Friends on Friday guest blog post my colleague, Merrick Rosenberg, explains how important it is for salespeople to incorporate personality style into the selling process. The post Guest Blog: Why Salespeople Must Surface their Inner Chameleon – and How to Do It appeared first on Shep Hyken. Shep Hyken.

Sales 309

Sales Personalization Analytics 309

Beyond Philosophy

FEBRUARY 10, 2022

This connection is essential to understand to create a winning customer strategy. . The same is true for customer data. Too often, an organization is excellent at collecting data to measure the effects of their efforts but has no idea how they will use it. The strategy for your collected data was the subject of a recent podcast.

Customer Experience 416

Customer Experience Consulting Consulting Metrics 416

Callminer

DECEMBER 13, 2021

Read this blog to learn what patient experience is, how it differs from patient satisfaction and why it's important to healthcare organizations.

Healthcare 182

Healthcare 182

ShepHyken

APRIL 26, 2019

Michael Wolczyk, Head of Online Processes at Commerzbank maintains that focusing too much on technology is one of the most costly mistakes businesses make with their approach to digital experiences. You think that giving me an extra $100 a month US or free HBO or NFL packages will help me switch, but that’s not it.’. Carrot and the stick.

Technology 214

Technology Marketing Metrics Surveys 214

Callminer

NOVEMBER 20, 2022

This blog explores how text analytics works and how it’s currently used. Text analytics has become an important technology for businesses across a wide variety of sectors and industries.

Analytics 182

Analytics Technology 182

Cisco - Contact Center

FEBRUARY 2, 2024

Time is money and … Read more on Cisco Blogs Transforming the war room starts with Customer Digital Experience Monitoring (CDEM) to break down silos with correlated, cross-domain insights and efficiency for rapid resolutions.

APIs 105

APIs 105

Beyond Philosophy

MAY 9, 2019

In our customer experience consultancy, clients tell us customers make decisions based on price or features. However, in our research, we never find price or features are the most important things. Instead, it tends to be a combination of a few insignificant, humanistic-type factors that drive customer behavior. You can then articulate the problem.

Consulting 379

Consulting Consulting Education Benchmark 379

Steve DiGioia

JUNE 17, 2021

You’ve heard me say that countless times on my blog. The post Technology Certainly Has Its Merits, But… – Tip #34 appeared first on Steve DiGioia Customer Service Blog. Technology Certainly Has Its Merits, But…. When automation and technology become the new “service goal”, the customer then comes second. TipsOnThursday.

Technology 130

Technology Chatbots Customer Service 130

kommunicate

SEPTEMBER 15, 2023

The post WhatsApp Channels – What Is It and How You Can Use It For Your Business In 2023 appeared first on Kommunicate Blog. Here are a few statistics on WhatsApp that will blow your mind: Meta, which owns WhatsApp, is already dominating the social media space with [.]

105

105

Cisco - Contact Center

MAY 5, 2023

While it’s true t… Read more on Cisco Blogs As an IT professional, I get requests for advice from individuals who want to break into the tech industry but who feel intimidated by the prospect. My response is always the same.

98

98

Callminer

APRIL 19, 2021

This blog breaks down what a category is and how we are researching it. In AI research, we focus a lot of energy on the concept of a category.

182

182

Cisco - Contact Center

NOVEMBER 8, 2023

Creating virtual versions of computing resources such as servers and storage, enables the consolidation of… Read more on Cisco Blogs Co-authored by Roland Wagner , CODESYS. Virtualization is well accepted in enterprise IT.

Enterprise 105

Enterprise Engineering 105

Steve DiGioia

JUNE 12, 2023

The post The Power of a Customer’s Name: 5 Ways to Use It to Your Advantage appeared first on Steve DiGioia Customer Service Blog. Using a customer’s name is a simple yet powerful way to improve their experience with your business. When a customer hears their name, it creates a sense of familiarity and personalization.

Personalization 189

Personalization Customer Service Customer Experience 189

ShepHyken

NOVEMBER 27, 2020

Shep Hyken discusses this in the blog, “How to Avoid Roadblocks to Great Customer Service” Don’t be afraid to ask your workers what you can do to eliminate bumps along the path from potential customers to happy, repeat clients. The post Guest Blog: How To Improve the Customer Experience Starting Today appeared first on Shep Hyken.

Customer Experience 380

Customer Experience Wait times Surveys Feedback 380

Cisco - Contact Center

SEPTEMBER 29, 2023

When I look at the evolution of network security and how IT and security practitioners have protected the network for the last 30 years, I can’t help but notice how traditional network security e… Read more on Cisco Blogs

96

96

Tethr

DECEMBER 5, 2022

In this blog on IVR data and customer loyalty, we discuss whether your reason codes are useful or if they're just clouding the waters.

Interactive Voice Response 62

Interactive Voice Response 62

ShepHyken

JULY 28, 2023

This week, we feature an article by Jessica Collier , VP of Growth Marketing at Assembly Software. She shares what social proof is and how it nurtures credibility, builds trust, and increases profitability. Social proof is a psychological phenomenon marketing teams can use to nurture brand credibility and trust. So what is social proof? What format?

voip 156

voip Marketing SaaS Personalization 156

HelpCrunch

NOVEMBER 3, 2022

The post Omnichannel Support: The What and How Behind It appeared first on HelpCrunch blog. I wanted to order a power bank from an online store and went over the whole Internet with a fine-tooth comb. The one that I needed [ … ].

Banking 127

Banking 127

HelpCrunch

APRIL 20, 2021

The post Customer Service in Higher Education: Why is It Important and How to Improve It appeared first on HelpCrunch blog. There was no one to guide me through dozens of processes, show how tasks should be done, or [ … ].

Education 139

Education Customer Service Management 139

Cisco - Contact Center

JUNE 15, 2023

However, on top of playing an important role in satisfying our basic needs, r… Read more on Cisco Blogs Humans are social creatures – no question about it. We usually need other people to feel happy, safe, and connected.

Customer Experience 75

Customer Experience 75

VirtualPBX

MARCH 7, 2024

In this blog post, we’ll delve into what PSTN is, how it works, and discuss its superior counterparts in today’s digital landscape. In the era of rapidly advancing communication technologies, it’s crucial to understand the foundations upon which our modern systems are built. What is PSTN? How does it work?

voip 59

voip Telecommunications Wireless CRM 59

Cisco - Contact Center

AUGUST 25, 2023

In our March 2023 blog, “What is EPSS and Why Does It Matter?” , Michael Roytman, Distinguished Engineer at Cisco (former Chief Data Scientist at Kenna Security) and co-creator of EPSS, covers the rol… Read more on Cisco Blogs

Management 97

Management Engineering 97

Cisco - Contact Center

JUNE 2, 2023

We invite you to stop by the Learning and Certifications booth and connect with us in the… Read more on Cisco Blogs When it comes to tech learning, Cisco Live is the event the #CiscoCert community looks forward to every year.

98

98

Upstream Works

SEPTEMBER 8, 2023

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post What Does It Mean to Be Enterprise Ready for Today’s CX? appeared first on Upstream Works.

Enterprise 155

Enterprise Management 155

HelpCrunch

MARCH 31, 2023

appeared first on The HelpCrunch blog. Both do exactly the same – make the customer’s communication seamless, convenient, and effective in any way [ … ] The post Help Scout vs Intercom: Is It a Tie After All?

Customer Service 117

Customer Service 117

Cisco - Contact Center

DECEMBER 13, 2023

As we enter 2024, we are… Read more on Cisco Blogs As we wrap up 2023, it is a great time to reflect on the current state of technology in state and local governments and look ahead to the priorities for the coming year.

Government 73

Government Technology Transportation 73

TeleDirect

FEBRUARY 14, 2024

Your brand can provide this, too. Read our guide to cloud-based customer service to learn more about it. Cloud Contact Center: What Is It & How Does It Work? The term “cloud” is often associated with IT, but it’s an important technology in any industry, from healthcare to education — especially when it comes to running a contact center.

Cloud contact 48

Cloud contact Contact Center contact center solutions Chatbots 48

AnswerConnect

SEPTEMBER 26, 2023

appeared first on AnswerConnect Blog. Discover the benefits of call forwarding services. How can it help you manage your calls, how does it work, and how do you set it up? The post What is call forwarding and how can it help your business?

Management 96

Management Answering services 96

Cisco - Contact Center

JULY 25, 2023

The experiences consumers expect today rely on unified IT… Read more on Cisco Blogs Over the past few years, connected technologies have shifted into overdrive, causing businesses to reassess their digital infrastructures.

Technology 85

Technology 85

PeopleMetrics

JULY 17, 2018

P.S. What did you think of this blog post? A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). In this book , you’ll see VoC more than any other term, though you can use each of these terms interchangeably. So, what is CX measurement or VoC? Let’s start with what it is not.

Telecommunications 210

Telecommunications Wireless Surveys Feedback 210

Contact Center Pipeline

JUNE 3, 2021

first appeared on Contact Center Pipeline Blog. Enterprises that use and operate contact centers, for example, are rapidly adopting cloud-based services as they rethink their technology strategies in response to economic trends and industry changes. The move to cloud-based contact center services is a strategic […].

Contact Center 162

Contact Center SaaS Enterprise Technology 162