13 Things You Didn't Know About Speech Analytics
Callminer
JUNE 22, 2014
Think you know a lot about speech analytics?
June, 2014
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You Can’t Buy Customer Loyalty, You Need to Build It Each and Every Day
Win the Customer
JUNE 16, 2014
'Value is hard to come by these days. If you can crack customer experience code and get service right, you’re “in” with your customers - loyalty for life.
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5 Signs You May Not Be As Customer-Centric As You Think You Are
PeopleMetrics
JUNE 30, 2014
'You know the familiar saying: “ Culture eats strategy for lunch ”? Well, I would wager that there is just one word in those five that would be commonly defined by all of us. Yup, you guessed it. Lunch. That’s because culture, like strategy, is intangible, soft and elusive. About as concrete as steam. And yet, so many businesses claim that they have or aspire to have a customer centric culture - to become more customer-centric, to put the customer first, to be customer-inspired
Book Review: The War of Art
Joe Rawlinson
JUNE 2, 2014
'Steven Pressfield is a successful writer who shares his deep insights into being a successful creative in The War of Art: Break Through the Blocks and Win Your Inner Creative Battles. If you create anything at all, this book is for you. If you are a writer, artist, entrepreneur, business owner, or hobbyist, this book is for you. Pressfield’s book reads more like a serious of short essays that are easy to digest.
Turn Your Contact Center Into a Profit Machine with AI
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Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.
Why an 80/20 Service Level is Wrong for Your Call Center
Fonolo
JUNE 9, 2014
In the world of contact center metrics, “service level” has always held a special place. It gives the industry a universally understood way to talk about how quickly customer calls are answered by support agents. Its origins go back over 5 decades, to the earliest days of call centers. Call center service levels are, broadly speaking, a commitment to a particular average speed of answer, or ASA.
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GetFeedback Summer ’14: Team Administration
GetFeedback
JUNE 17, 2014
GetFeedback introduces team administration and collaboration for all of your customer survey projects. Check out our Summer '14 Product Feature Tour.
Lead Magnets: Giving Customers What They Want, to Get What You Need Every Time
Win the Customer
JUNE 30, 2014
'Lead magnets create the ultimate positive customer experience as it delivers customers the right information at the right time your customers need it.
How to Increase Sales 27% for E-commerce
customer sure
JUNE 25, 2014
E-commerce is a great business model. Low overheads, scale up fast, punch above your weight, and a whole wide world of potential customers. But it comes with a challenge when figuring out how to increase sales effectively, as there’s a big disadvantage compared to traditional business: You never get to meet your customers. Derek Bacharach, owner at the store www.SimplySuperHeroes.com describes how this affects him: “One of the drawbacks to having an e-commerce store is not being able
Take a Fresh Look at Average Handle Time
TASKE Technology
JUNE 12, 2014
Often, we look at particular statistics with a single focus, typically related to whether we’re meeting service levels or operating efficiently. It’s worth taking a fresh look at some of the more commonly-used statistics to see if we’re getting all the valuable insights they offer. Average Handle Time (AHT), for example, can be used to determine whether your team is meeting defined service levels and working efficiently.
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.
13 Best Practices for a Successful PSIM Deployment
Customer Interactions
JUNE 5, 2014
'I was asked a few weeks back to host a webinar. When I was told I could pick my own topic, it got me to thinking. I speak at security conferences throughout the year and host PSIM Workshops as well. The one question that always comes up is ‘what can I do to make my PSIM deployment successful?’ So to answer this question, I went on a fact finding mission.
Fantastic Customer Success Meetup featuring BMC Software, Nulogy and ScribbleLive
Amity
JUNE 26, 2014
There was so much interesting and meaty content in last night’s Customer Success Meetup, we could barely keep up with capturing it all. After the regular community announcements (see the end of the blog post) and panel introductions the discussion was well underway. And to be honest we served up the first couple of scripted questions, but the audience engagement and natural flow of the conversation just took over.
Creating Multi-Language Surveys
GetFeedback
JUNE 4, 2014
New capability of GetFeedback: create multi-language surveys with full translation of the interface for your survey recipients.
Want to Deliver Consistent Service? Build a Customer Access Strategy
Brad Cleveland Blog
JUNE 25, 2014
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.
Why You Should Build Customer Relationships with Email Marketing
customer sure
JUNE 12, 2014
Customer relationship building is essential in converting prospects and web visitors to full paying customers – and even advocates of your business. Email is one of the best ways to do that, and relationship building should be the no.1 priority of all your email marketing activities. All too often ecommerce stores take the view that email marketing is about delivering mini-catalogues of products and special offers into the inbox of past and potential customers.
Take a Fresh Look at Average Handle Time
TASKE Technology
JUNE 12, 2014
Often, we look at particular statistics with a single focus, typically related to whether we’re meeting service levels or operating efficiently. It’s worth taking a fresh look at some of the more commonly-used statistics to see if we’re getting all the valuable insights they offer. Average Handle Time (AHT), for example, can be used to determine whether your team is meeting defined service levels and working efficiently.
Getting Ready to Take the Text-to-911 Plunge?
Customer Interactions
JUNE 12, 2014
'As of May 15, 2014, the four major carriers in the US – Verizon, AT&T, Sprint and T-Mobile – all voluntarily committed to providing text-to-911 as a service in areas where 911 call centers are prepared to receive them. While text-to-911 is a voluntary option for PSAPs, some have already taken the initiative to become text-to-911 capable.
The Problem with Predictive Analytics for Customer Success
Amity
JUNE 18, 2014
I recently read yet another very informative blog post from Corey Eridon over at Hubspot , entitled The Problem with Predictive Analytics. Along with an explanation of predictive analytics and its increasing use in marketing, her analysis got me thinking about the use of predictive analytics in customer success. If marketing is using predictive analytics wrong, then chances are the nascent industry of CS is likely doing it too – or rather placing too much emphasis on them.
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.
Is your value proposition this strong?
Joe Rawlinson
JUNE 9, 2014
'Every company, including your company, needs a strong value proposition. At the core, the value proposition is why a customer should do business with you and not somebody else. If you don’t have this differentiation, your business is doomed to struggle or die. Take a look at this email I got from L.L.Bean, the outdoor clothing retailer, and pay special attention to the big reminder they give the customer of why they should do business together: 1.
Want to Deliver Consistent Service? Build a Customer Access Strategy
Brad Cleveland Blog
JUNE 25, 2014
Amity combines Workflow, Automation and Customer Insights to Create the First Closed-loop Customer Success Platform
Amity
JUNE 16, 2014
The benefit of building a customer success platform is that your own customer success team can use it – and we do. And what we’ve discovered, and confirmed with our customers, is that taking action makes a difference in customer success. Customer insights alone don’t address the key question – Now What? But delivering the right service to the right customer at the right time does.
CS In Conversation: The Ideal Customer Success Platform
Amity
JUNE 10, 2014
Amity sat down with Daniella Degrace, Former EVP of Customer Success at radian6 and Salesforce.com, to talk about customer success and posed a series of questions leading to the ultimate: If a development team were at her disposal what kind of customer success platform would you ask them to develop? Amity: Daniella, as a Customer Success executive what is critical to you?
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.
SECURE-ED: A model in collaborative security
Customer Interactions
JUNE 26, 2014
'The continent of Europe is made up of 45 different countries. In the EU alone there are 23 official languages spoken. One would imagine that on a continent so diverse it would be difficult to find common ground. But despite the cultural and language differences, the countries of the old continent do share similar challenges. Many of the European city centers are dotted with historical sites which impede new road construction.
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.
Q&A on Social Media Customer Support
Brad Cleveland Blog
JUNE 6, 2014
Is your organization waking up to the complexities of providing social media customer support? An interview that I did with Salesforce.com provides answers to many common questions about social media customer support. You can read the full interview here.
Q&A on Social Media Customer Support
Brad Cleveland Blog
JUNE 6, 2014
Is your organization waking up to the complexities of providing social media customer support? An interview that I did with Salesforce.com provides answers to many common questions about social media customer support. You can read the full interview here.
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