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.

Call Center 207

Call Center 207

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.

Customer Experience 136

Customer Experience Customer Service 136

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.

Customer Care 121

Customer Care Management Morale Education 121

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

Customer centricity 118

Customer centricity Customer Service Self service Best practices 118

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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.

Contact Center

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.

Personalization 87

Personalization Customer Service Customer Experience 87

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.

Analytics 182

Analytics Sales Contact Center Call Center 182

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?

Personalization 130

Personalization Technology Customer Experience Customer Service 130

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

Advertising 100

Advertising Sales Marketing 100

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.

Customer centricity 114

Customer centricity Customer Experience Feedback Customer Service 114

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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.

Analytics

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!

Surveys 60

Surveys 60

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.

Technology 48

Technology SaaS 48

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.

Call Center 182

Call Center Contact Center 182

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?

Customer Service 139

Customer Service 139

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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.

Contact Center

ForeSee

APRIL 2, 2014

'When I joined the mobile team at ForeSee, I was surprised at how many clients used ForeSee to measure and improve the web customer experience on desktop but were not. The post Three Reasons Why You Need to Measure the Mobile Experience Right Now appeared first on ForeSee.

Customer Experience 45

Customer Experience 45

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.

Entertainment 48

Entertainment Banking Feedback Customer Experience 48

GetFeedback

APRIL 11, 2014

Several days ago, a vulnerability was announced in the software that powers encryption across most of the Internet (OpenSSL).

60

60

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

Management 48

Management SaaS 48

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!

Customer Experience

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.

Analytics 182

Analytics 182

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.

Customer Service 143

Customer Service Coaching Call Center 143

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.

Government 32

Government Transportation Technology Management 32

Brad Cleveland Blog

APRIL 17, 2014

So, how do you get started? Let’s begin with a short note on definition. Mobile is often referred to as a “channel” in contact center circles… but it’s, of course, much more.

Best practices 20

Best practices Banking Contact Center Call Center 20

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

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.

Employee engagement 40

Employee engagement Call Center Contact Center Feedback 40

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.

Best practices 48

Best practices Metrics Marketing SaaS 48

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.

123

123

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.

Sales 124

Sales Customer Experience 124

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

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.

Management 48

Management SaaS Accountability CRM 48

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?

Transportation 30

Transportation Government Analytics Management 30

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.

Analytics 30

Analytics Management Technology Personalization 30