10 Keys to PCI Compliance in the Call Center
Callminer
APRIL 17, 2014
Failing to protect customer privacy can result in serious fines and reputation issues. Here are 5 keys to PCI compliance in the call center.
April, 2014
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The Conflicting Nature of Customer Service
Win the Customer
APRIL 14, 2014
'Bad service happens because there’s an inherent disconnect between the expectations of the customer and the demands of the call center.
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Do Your Employees Need A Customer Care Management Degree?
Joe Rawlinson
APRIL 16, 2014
'Navigating today’s consumer marketplace is rather like walking a tightrope on a windy day. Fierce competition, rapidly changing technologies, and a customer base that is exposed to an omnipresent barrage of marketing campaigns are making it increasingly difficult to stay the course. Your customers are your number one asset and the best way to ensure your success is to serve those customers better than anyone else in your industry.
Why Great Customer Service Isn’t Enough to Be Customer-Centric
PeopleMetrics
APRIL 2, 2014
'I recently sent out a pitch on HARO (Help A Reporter Out). If you haven’t gotten on the HARO bandwagon, you’re missing out. It is a fantastic network of news sources with journalists and expert opinions. And everyone’s technically an expert in something. So pro-tip: you sign up, you benefit. Last week I wrote on a bad customer service example in social media, " How To Disappoint Customers on Social Media: A Cautionary Twitter Tale " and was interested in exploring what custome
State of AI in Sales & Marketing 2025
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Get More Customers with the Personal Touch
Kristina Evey
APRIL 4, 2014
'Who would you prefer to spend your money with – someone who gets to know you and values your business, or at a company where you feel like just another number? Customers are willing to spend more money on a product that they know is not necessarily “state of the art” based on the feeling that they are being treated well. Contrary to popular belief, buying decisions are not based on price, but by the feeling that the customer gets when they do business with us.
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6 Must-Read Call Center Research Reports on the Future
Callminer
APRIL 24, 2014
CallMiner has compiled a list of 6 must-read research reports that cover trends & challenges shaping the contact center industry’s future. Read more.
Service is Only as Strong as Your Strongest Link
Win the Customer
APRIL 21, 2014
'We all have weaknesses we''re trying to fix. But is a slight improvement in an area of weakness making the greatest impact to your service experience?
Book Review: Perry Marshall’s 80/20
Joe Rawlinson
APRIL 28, 2014
'You’ve probably heard about Pareto’s famous 80/20 principle. The truth is that those magic numbers can help predict great opportunity and success for your business. You just need to apply them to your customers, products, and company. The question for me was always around how to do that. Fortunately, Perry Marshall’s book 80/20 Sales and Marketing: The Definitive Guide to Working Less and Making More helps bridge the gap between theories and how you can take action with it in
The Best Way to Encourage Customer Trust from the Inside Out
PeopleMetrics
APRIL 8, 2014
'In order to deliver a good customer experience, a company must first be customer-centric. Last week I wrote on the nuances of customer service and customer-centricity in “ Why Great Customer Service Isn’t Enough to Be Customer-Centric ” For those who are not reading my every post with rapt attention, I used the HARO (Help A Reporter Out) service to put out an APB for customer-centric companies to learn from.
Next-Gen Cloud Contact Centers For Dummies®
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Security Update Regarding Heartbleed
GetFeedback
APRIL 11, 2014
Several days ago, a vulnerability was announced in the software that powers encryption across most of the Internet (OpenSSL).
Choosing the Right Technology
Amity
APRIL 10, 2014
Amity is an innovative company. As an innovative company we need to use the latest and greatest tools to allow us to deliver as much value as we can as quickly as possible. This is why Amity uses AngularJS for our front end code. For those unfamiliar, AngularJS is an open-source software development framework for the JavaScript programming language.
6 Questions to Ask When Evaluating Speech Analytics Software
Callminer
APRIL 10, 2014
Investing in speech analytics software is a big decision. Check out these 6 questions to help you find a solution to suit your needs.
Build the Next Customer Experience Wonder of the World
Win the Customer
APRIL 7, 2014
'You don''t need notoriety. With persistence, teamwork, efficiency, effectiveness and individual responsibility have proven time and again to accomplish unfathomable tasks.
The Ultimate Blueprint for an AI-First Contact Center
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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
One year later: Lessons learned from the Boston Marathon bombing emergency response
Customer Interactions
APRIL 15, 2014
'The aftermath of the Boston Marathon bombing demonstrated the power of an effective emergency response. Law enforcement officials immediately snapped into action to control the situation; protect the victims, spectators, and athletes; and move mountains to identify and track down the suspects. A lot went right in the first minutes, hours, and days after the bombing, thanks in part to the advanced preparation of the agencies involved.
Does Your Company Pass the $20 Customer Trust Test?
PeopleMetrics
APRIL 23, 2014
'Customer trust is a topic that we are seeing in more and more of our clients’ customer feedback data. We have learned that customers define trust in two ways: The firm conviction in the reliability of an organization’s services and. The belief that they have your best interests in mind. If we get trust right there are great benefits to be realized including undying loyalty to the brand and positive word-of-mouth.
GetFeedback Spring ’14: New Survey Features
GetFeedback
APRIL 8, 2014
Today, we're proud to announce GetFeedback Spring '14: a bundle of new survey features available immediately to all of our users. Take a quick tour!
The Role of Customer Success in New Product and Feature Design
Amity
APRIL 8, 2014
As Customer Success continues to be a hot topic within many organizations, it is becoming more apparent that defining the role of Customer Success within the product development process is very critical. Over the years there have been traditional and non-traditional methods of understanding what should go into new product and/or feature design. I think we can all agree evaluating this process involves several decision points including the impact of a new product or feature to both new and exist
The Ultimate Contact Center Buyers Guide: A Crucial Decision
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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
Using Speech Analytics to Improve Sales Effectiveness for Agents
Callminer
APRIL 2, 2014
For performance marketers, the contact center plays a crucial role. Here are 3 ways speech analytics can improve agent performance in sales-based call centers.
Technology For Personalized Service In Non-Personal Customer Interactions
Win the Customer
APRIL 1, 2014
'Why do customers still hold on to the need to for a human-to-human interaction, even when the information available with technology is much more abundant and accurate than relying solely upon a human being?
What a 15-year old stowaway can teach us about physical security
Customer Interactions
APRIL 29, 2014
'This past week, a 15-year-old runaway scaled a fence at San Jose International Airport (SJC), and through the dark of night made his way onto the tarmac, where he stowed away in the wheel well of a Boeing 767 bound for Maui, Hawaii. While the teen had no malicious intent, the incident again brought the issue of airport security to the forefront. What can this incident teach us about physical security?
Future-Proof IT: Cost-Saving Strategies Every IT Leader Needs in 2025
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
Do More Even When You Think You’ve Done Enough
TASKE Technology
APRIL 7, 2014
In the past, we’ve talked about how it’s critical to keep your agents motivated and engaged. Customer satisfaction is directly affected by whether your agents care to handle callers and their issues efficiently and professionally. We’ve provided some tips for increasing agent engagement, such as providing higher-value work and offering incentives during peak periods , as well as making sure agents aren’t over- or under-worked.
Customer Success Meetup – #4 and Growing Strong!
Amity
APRIL 2, 2014
Wow! The Customer Success Meetup has reached 127 members and is still growing strong. The advocacy marketing experts at Influitive hosted a great event at their cool new offices. About half of the audience was attending for the first time and most were in a Customer Success role. After kicking off the meeting, Julie Persofsky provided a brief introduction to Influitive and then handed the presentation over to Chad Horenfeldt.
Enhancing the Customer Experience For Successful Sales Lead Generation
Win the Customer
APRIL 3, 2014
'Some organizations thrive, and it’s usually because of high performing sales and service teams being closely aligned around a clear customer experience.
3 Practical Tips for Streamlining Your Business Processes
Win the Customer
APRIL 10, 2014
'Focus on working smarter, not harder. Three tips can help you streamline your business and work cost effectively without cutting corners that impact your customers.
The Contact Center Manager’s Guide to AI
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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.
Product Update: New Apps for Portfolio and Lifecycle Management
Amity
APRIL 1, 2014
Product Update. Amity is introducing new capabilities to help our customers better manage accounts and contacts through the entire SaaS customer lifecycle. The new Portfolio App and Lifecycle App extend our existing suite of applications. The Portfolio App. Having a complete picture of every customer is integral to establishing trusted long-term relationships.
Sniper Attack on California Substation Highlights Need for Better Security
Customer Interactions
APRIL 17, 2014
'Electric utilities are already highly regulated when it comes to securing critical cyber assets, but an incident in Silicon Valley last year has brought physical security to the forefront for the industry. At 1 a.m. on April 16, 2013, just one day after the Boston Marathon bombings, someone using automatic rifles opened fire on the Metcalf transmission substation, shooting for a full 19 minutes and leaving the scene only one minute before the police arrived.
How Baylor University is Raising the Bar on Campus Security
Customer Interactions
APRIL 10, 2014
'I can only imagine what it feels like sending children off to college – launching them from the protective environment of home into the world of higher education. It’s where they begin to shape the future – or at least their own. After experiencing the ‘teen years’ I’m sure many parents feel some degree of relief.
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