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Digital Interactions Dominate


According to the latest 2016 Dimension Data Global Contact Centre Benchmarking Report 1 digital volumes handled by the contact centre are on track to exceed phone contacts by the end of 2016. Across virtually all digital channels, significant annual growth is being reported from most geographies. This supports the reality that the quest to deliver exemplarity Customer Experience (Cx) is now widely recognized as the top reason for offering digital self-service and assisted service channels. Read More. Jacada Blog

Galileo: A True Interactive Visionary


The post Galileo: A True Interactive Visionary appeared first on Storyminers. Many of you know that I started one of the world’s first digital agencies in 1992 with my business partner and creative director, Jackie Goldstein. We called it GALILEO. He defied the Church; for that he was excommunicated and lived his last years under house arrest. Here’s the video.

ICUC 2017 at NICE Interactions Welcomes Keynote Speaker – Alec Baldwin!


We’ve managed to top ourselves again by bringing to inContact’s user conference (ICUC) at NICE Interactions 2017 one of the hottest celebrities on the scene – Alec Baldwin! Register today for ICUC 2017 at NICE Interactions, for a once in a lifetime opportunity to hear Alec discuss his life and career! The post ICUC 2017 at NICE Interactions Welcomes Keynote Speaker – Alec Baldwin!

How to Build Customer Trust One Interaction at a Time


Every interaction we have with our customer influences whether or not they will return. The first part of your interaction should demonstrate you can see the problem they’re suffering. In the age of disloyalty , it’s easy for your customer to jump ship from one subscription business or ecommerce store to another. How do you make a customer feel respected and gain their trust?

Exploring Multiple Emotions During Contact Center Interactions

Experience Matters

In a previous post, I discussed results from a joint study that we conducted with Mattersight Personality Labs (MPL) to examine customer emotions within contact center interactions. MPL isolated the occurrence of four specific emotions: joy, anger, sadness, and fear in more than 118,000 calls across 11 large brands. In addition to detecting the customer emotion, […]. Customer Connectedness Customer experience Emotion

Four benefits of customer interaction analytics for service providers

Customer Interactions

Today customers have more choices than ever for service. New service providers are penetrating the communications market and OTT players have disrupted the industry by offering cheap and convenient services. Now that customers have a plethora of options to choose from for service, service providers must be diligent at managing the customer experience and complaints

Examining 10 Emotions, 8 Interactions, and Resulting Loyalty

Experience Matters

As part of our push to drive more detailed discussions about emotion, we examined the emotions that consumers feel after specific interactions. Any regular reader of this blog likely knows that emotion is a key topic for Temkin Group. We labelled 2016 as The Year of Emotion and operationalizing emotion is one of our 2017 CX trends. It turns out that […]. Customer experience Emotion

The Real-Time Interaction Management Space Is Dizzyingly Fragmented

Forrester's Customer Insights

Back in February, I published a brief on Demystifying Real-Time Interaction Management , where I reviewed evolving requirements for building a contextual marketing engine, capable of engaging empowered customers across real-time channels. real-time interaction management. In this market overview, I look at four distinct - yet all critical - approaches to RTIM: 1.

Discovery and Interaction: JOIN #Peopleskills Chat Jan. 3rd 10amET

Kate Nasser

People skills global Twitter chat starts its 4th year w/ the topic discovery and interaction. The post Discovery and Interaction: JOIN #Peopleskills Chat Jan. inspiration People Skills People Skills Chat Soft Skills Tweets communication curiosity discovery emotional intelligence interaction people skills relationships respect Teamwork3rd, 2016 10amET/3pmGMT.

Real-World Feedback on Real-Time Interaction Management

Forrester's Customer Insights

That's actually a direct quote from one of the 74 customer references we surveyed for the Forrester Wave™: Real-Time Interaction Management, Q3 2015. The most prevalent real-time interaction management (RTIM) use cases? Respondents told us their biggest challenge simply lies in orchestrating real-time, cross-channel interactions. real-time interaction management. Customer Insights RTIM real-time interaction managementHave you ever felt like this… Our vendor has some great capabilities that we are not leveraging, but I would place the blame on us.

4 Reasons You Need Customer Interaction Analytics Yesterday

Win the Customer

Customer interaction analytics provide a wealth of information about a contact center’s customers, workforce, and the effectiveness of its current system. In doing so, it highlights a call center’s strengths and weaknesses, information that is crucial to improving both customer satisfaction and efficiency in the workplace. With more and more work in contact centers being […].

Visual digital interactions – Capture the complete customer intention

Customer Interactions

According to analysts, real-time visual communications can provide a richer and more personalized experience in specific industries such as financial services, telecommunications and healthcare

‘Everybody’ customer interaction


Every interaction with your customer is a customer service interaction. The post ‘Everybody’ customer interaction appeared first on Blog | NewVoiceMedia. ” machine which now sits at the end of most airports security gates. If you haven’t seen these machines they are really simple. The question “How was your experience today?” Because that is what they are.

Let’s Get Real – Introducing The Forrester Wave™: Real-Time Interaction Management, Q3 2015

Forrester's Customer Insights

When I published the Market Overview: Real-Time Interaction Management back in May, I highlighted more than 100 vendors that provide real-time interaction management (RTIM) solutions or solution components. My Brief: Demystifying Real-Time Interaction Management provides further details and defines RTIM as enterprise marketing technology that delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer life cycle via preferred customer touchpoints. real-time interaction management. Read more Categories: RTIM.

Realizing the Greatest Return from an Investment in Interaction Analytics

Customer Interactions

Congratulations! You’ve accomplished what you thought was the hardest part of acquiring a speech or text analytics solution – you successfully implemented it. The application is up and running, collecting and analyzing customer conversations and free=form comments from surveys, chat conversations and social media posts

Why Interactions London 2015 Was the Perfect Experience

Customer Interactions

​Last week, more than 300 of our customers, business partners, members of the media and leading industry figures joined us for our annual Interactions conference in London. This year the theme for the event was all about helping organisations to create perfect experiences, improve business results, ensure compliance and fight financial crime

How to Ensure Every Customer Interaction is a Positive One

Customer Interactions

Nothing is more frustrating than receiving that call. An anonymous number jumps up on the screen at the most inconvenient time. As you hesitantly move your finger towards the ‘answer’ button, you pray this isn’t some irrelevant attempt to sell you something you neither need nor want

Customer Emotions (Joy, Anger, Sadness, and Fear) Affect Contact Center Interactions

Experience Matters

As you may know, Temkin Group labeled 2016 “The Year of Emotion” in its annual listing of customer experience trends. Because emotion drives loyalty. And yet, despite its significant impact on customer loyalty, organizations do not focus on emotion enough. So to help increase organizations’ awareness of this critical area of customer experience, we […]. Emotion

IVR Basics: A Guide to Interactive Voice Response Systems


Interactive Voice Response (IVR) systems are essential elements to all functioning call centers. An Interactive Voice Response (IVR) system is a call center software feature that facilitates self-service call segmentation and routing by enabling callers to make choices using spoken or typed commands on the telephone keypad. What is an IVR system? Oprima numero 2 para Espanol.”.

Defining ‘Interactive CCM’


In the world of customer communications management (CCM), vendors and even analysts have been using the word “interactive” with increasing frequency and expanding applicability. In the immortal words of Inigo Montoya in The Princess Bride, “You keep using that word. I do not think it means what you think it means.” Please, allow me to clarify. Customer Experience Customer Communications

Knowing when an interaction needs a human touch


The smartest minds in business know which customer interactions benefit from a human touch, and the best companies know how to blend the best aspects of the digital and physical customer experiences. Interaction prioritization LinkedInWithout a doubt, a strong digital presence is critical to success in today’s business world, but it’s not enough.

To Move Forward in Customer Service, Measure Outcomes Instead of Interactions

Tricia Morris

We now connect with peers that we don’t even really know, but that we trust based on online interactions with them to make decisions about the products we purchase. Because currently most customer service interactions are either average or subpar.”. “I Each interaction matters to build a real relationship with a particular consumer. Every interaction, every engagement, every experience that a consumer has with a particular organization they do business with has to be seen as a way to move that relationship forward. Power to the People. Empowering Employees.

Technology For Personalized Service In Non-Personal Customer Interactions

Win the Customer

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? Customer Experience Customer Service Management Technology

55% of Customer Service Interactions Now Begin Online (28% on Mobile)

Tricia Morris

Microsoft’s 2016 State of Global Customer Service Report shows that globally, 55% of consumers’ customer service interactions now begin online rather than on the phone or in person. Of those online interactions, 28% now typically begin on a mobile device. The post 55% of Customer Service Interactions Now Begin Online (28% on Mobile) appeared first on Parature.

Contextual Interactions Changes Marketing In China: A Brief Survey

Forrester's Customer Insights

At Forrester''s recent annual Marketing Leadership Summit in Shanghai on March 25, I gave a presentation focusing on ways to build a contextual marketing engine and propel customers to the next best interaction. Heavy usage of mobile devices in China has changed the ways that people interact with enterprises. The context of all of those interactions determines whether a customer will engage -- and, more importantly, transact -- with the brand again. Contextual interactions are changing marketing in China. Understanding the customer life cycle. customer context.

I Don’t Care if it’s Against Company Policy

Steve DiGioia

Customer Interaction against compay policy company policythat's YOUR problem, not mine! This original article was written by Steve DiGioia. Have you ever walked into a store or been a guest at a hotel and had a problem that was “out of the ordinary”? Of course you have, it has happened to many of us.

Digital Interactions Dominate


According to the latest 2016 Dimension Data Global Contact Centre Benchmarking Report 1 digital volumes handled by the contact centre are on track to exceed phone contacts by the end of 2016. Across virtually all digital channels, significant annual growth is being reported from most geographies. This supports the reality that the quest to deliver exemplarity Customer Experience (Cx) is now widely recognized as the top reason for offering digital self-service and assisted service channels. Read More. Jacada Blog

Interactive Intelligence CEO: 'The Juice for Us is in PureCloud'

Think Customers

Interactive Intelligence, a call center solutions provider, is tackling this issue head-on as it promotes its PureCloud platform among customers who have embraced its on-premise solution. Earlier this week, at a press conference during Interactive Intelligence's annual Interactions user conference, attendees peppered CEO Don Brown with questions about the company's plans for its on-premise solution, Customer Interaction Center (CIC). Investing in new products without alienating your current customer base can be a complicated process.

Interactions 2014 – The Journey Begins

Customer Interactions

Interactions 2014 has kicked off at the uber-trendy Cosmopolitan Hotel, with more than 2,000 attendees making their way to Las Vegas. They’ve joined us to discuss market trends, share best practices, and look to the future of how companies will shape the customer journey. And, of course, they are here to network with peers and have a whole bunch of fun

Podcast: Why Front-Line Obsession Is Critical to Growth


Interaction prioritization Leadership and communication PodcastSteve Jobs. Charles Schwab. Howard Schultz. They all spotted an unmet customer need and made it their mission to meet it. They also founded iconic companies that started out as disruptors only to struggle as bureaucracy and distraction set in. In each case, it took the founder’s return to get the company back on track.

Bringing Voice Customers To Digital Interactions


So one of the things that we hear and see frequently is that many organizations tend to have two groups within, both kind of oriented toward "How can we engage customers and get them to self-serve?" There's the digital side that's responsible for the web and mobile app, and then there's the voice side that's responsible for the IVR and the natural language. Read More. Jacada Blog

Leadership Emotion Radar: 12 Employee Emotional Needs to Honor

Kate Nasser

Employee Engagement Hot Topics and New Bits IT Leadership People Skills Soft Skills emotion emotional intelligence employee engagement honor interaction interpersonal skills leaders management managers respectLeadership Emotion Radar: Leaders especially analytic & technical ones must remember to honor these employee emotional needs. Fr The People Skills Coach™.

Do You Add “Hot Sauce” to Make Your Customers Feel Special?

Wired and Dangerous

What are you doing in every customer interaction to ensure your customers know how important they are and how much you appreciate their business? Customer Delight Customer Appreciation Customer Expectations Customer Experience Customer interaction Customer loyalty TravelsCustomers today have higher expectations than ever. Here’s one example from our many travels. Absolutely!”

Outstanding Patient Experience: Create Through Communication | #peopleskills

Kate Nasser

Customer Service Hot Topics and New Bits Listening Power Patient Experience People Skills Soft Skills care communication compassion customer experience doctors emotional intelligence empathy experience healthcare interaction interpersonal skills kindness listening patient people skillsAnswering questions clearly helps create an outstanding patient experience.

Interactions 2014 – The Journey Never Ends.

Customer Interactions

Interactions 2014, NICE’s global customer conference wrapped up today, but the journey has just begun. The Closing Session featured three keynote speakers who are leading organizations and industries to push the envelope of innovation, as well as our Excellence Awards ceremony

People Skills Shock: Leaders, Would Your Teams Ever Say This?

Kate Nasser

Customer Service Employee Engagement Hot Topics and New Bits Leadership People Skills Soft Skills communication Customer Care emotional intelligence empathy employee engagement interaction interpersonal management people skills Personality Type TeamworkPeople Skills Shock: Leaders would your teams say people skills aren't needed because business isn't personal?

Be Treated Respectfully: How to Set Limits w/ Pushy People #peopleskills

Kate Nasser

Hot Topics and New Bits inspiration People Skills Soft Skills Teamwork careers communication emotional intelligence expectation interaction interpersonal skills respect set limits teammatesKey ways to respond to disrespect and be treated respectfully. Simple effective responses fr The People Skills Coach™. | | Teamwork Career.