ClearAction
JULY 31, 2013
Putting Customers First: If Not You, Who? Lynn Hunsaker In all my years of meeting about customer responsibilities, I have never once been in the same room both with those who actually lead the move to customer centricity and with the people that prevent the move to customer centricity. There are two reasons for this: first, organizations don't think much about how the business [.
Chad Schaeffer
JULY 4, 2013
Hope you all have fun plans lined up for the 4th, I can’t wait to spend a few long weekends in northern Michigan later in July and August. Last thing I want you to do is stay inside and read this blog on your laptop so kick those shoes off, put your feet up, grab a cold one and pull up No Fluff Social Media on the tablet out on the patio! Last week I blogged about my new favorite company, Uber.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Horizon CX
JULY 29, 2013
'Organizations that intend to deliver an exceptional customer experience must first understand what the customer experiences at every touch-point and, most importantly, this needs to be articulated by the customers themselves. It is tempting to shortcut the process by adopting simply an internal viewpoint of the customer experience as representative of the actual customer experience.
Chip Bell
JULY 12, 2013
Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Nam cursus. Morbi ut mi. Nullam enim leo, egestas id, condimentum at, laoreet mattis, massa. Sed eleifend nonummy diam. Praesent mauris ante, elementum et, bibendum at, posuere sit amet, nibh. Duis tincidunt lectus quis dui viverra vestibulum. Suspendisse vulputate aliquam dui. Nulla elementum dui ut augue.
Advertisement
Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.
Customer Interactions
JULY 11, 2013
'After years of discussion, it really is coming! Text to 9-1-1 is just around the corner, and, as with any change of this nature, there’s a lot to consider. A natural tendency is to dive deep into the technical aspects of how this new form of communication will come into the PSAP. Someone, of course, has to do that – but please don’t think that’s all you have to consider.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Chip Bell
JULY 12, 2013
Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Nam cursus. Morbi ut mi. Nullam enim leo, egestas id, condimentum at, laoreet mattis, massa. Sed eleifend nonummy diam. Praesent mauris ante, elementum et, bibendum at, posuere sit amet, nibh. Duis tincidunt lectus quis dui viverra vestibulum. Suspendisse vulputate aliquam dui. Nulla elementum dui ut augue.
Chip Bell
JULY 9, 2013
Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Nam cursus. Morbi ut mi. Nullam enim leo, egestas id, condimentum at, laoreet mattis, massa. Sed eleifend nonummy diam. Praesent mauris ante, elementum et, bibendum at, posuere sit amet, nibh. Duis tincidunt lectus quis dui viverra vestibulum. Suspendisse vulputate aliquam dui. Nulla elementum dui ut augue.
Horizon CX
JULY 1, 2013
'As a Bank of America (B of A) customer over the last 15 plus years, [and having arrived here more as the result of acquisition than by choice] I have been a loyal customer in the sense that I have stayed and have not migrated to another banking institution. Call me a creature of habit, but nothing has yet driven me to defect from B of A. Like Starbucks, my personal choice when I desire a cup of coffee, they are everywhere I go and they are consistent if nothing else.
Customer Interactions
JULY 18, 2013
'As the eyes of the motor racing world were turning to Silverstone for the British Grand Prix recently, NICE and invited guests were getting an up close look at some iconic Formula One racing cars at the annual NICE UK security conference. The venue for the conference was Mercedes-Benz World, home of the famous Brooklands race circuit in Surrey. Many delegates took time to look around the motorsport museum and at its centerpiece, a Mercedes F1 car.
Advertisement
Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Customer Interactions
JULY 4, 2013
'I recently attended the NICE EMEA Business Partners Summit in beautiful Budapest. Amidst the general experience-sharing, learning, and fun, one of the discussions that came up again and again with attendees was about the need to move away from traditional selling approaches (based on security, safety or compliance) and toward a value selling approach.
Customer Interactions
JULY 26, 2013
'“Waze has me home in 23 minutes and 58 seconds,” I reply to my wife’s “When do you expect to be home?” text message. We live in an age of instant situational awareness. Anytime. Anywhere. Knowing where to go, the best way to get there, even the best option to pick up dinner along the way, is at the tip of our fingers. So, this got me thinking.
Advertisement
CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
Expert insights. Personalized for you.
62 
Let's personalize your content