Seven technologies to improve customer service in SMBs
OCTOBER 22, 2015
Which technologies really can improve customer service? High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0: Ten Critical Technologies to Transform Customer Engagement ’. involves looking at the end-to-end customer experience and applying technology to each stage of the process. Customer Experience 3.0
How Does Technology Impact the Customer Experience?
Win the Customer
FEBRUARY 13, 2016
To innovate and get ahead of competitors and market trends, it’s critical for customer experience leaders to continually evaluate their vision of customer experience and perceive potential technologies that could accelerate the ability to deliver exceptional service experiences. Technology has become an indispensable part of modern living. appeared first on Win the Customer!
Speech Analytics: Changing the Game for Contact Center Technology
JUNE 30, 2016
Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology. The post Speech Analytics: Changing the Game for Contact Center Technology appeared first on inContact Blog. In the past, organizations have relied on humans (i.e., agents and employees) to listen and score calls and conduct this type of analysis.
Zebra Technologies Expands Global Customer Service With inContact
JANUARY 31, 2017
Zebra Technology manufactures and sells computer printing technologies for a variety of sectors, all over the world. Call Center Architect, Zebra Technologies. Zebra Technologies began with the Asia Pacific region, then the European office. Check out the full customer story and see how Zebra Technology went global with inContact. The Road to Go-Live.
Are Your Technology Decisions Killing Your Customer Experience?
Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line
Amazon introduces Just Walk Out technology in its new no-checkout-required retail concept
DECEMBER 7, 2016
combination of technologies (they say, the same ones used in self driving cars) are used to notice what you pick up and what you put in your cart or back. Click To Tweet —ones that haven’t introduced new shopping technologies or a self-driving car—can amaze their customers and shareholders too. Amazon has formally introduced its new Amazon GO retail concept on the West Coast. Finance.
The Enterprise Marketing Technology Landscape - Simplified
Forrester's Customer Insights
NOVEMBER 2, 2015
We've all seen comprehensive diagrams featuring hundreds of vendor logos across multiple marketing technology categories. So, when tasked with mapping the technologies required to deliver contextual marketing, I decided to simplify things. The latter two lend themselves to the enterprise marketing technology landscape. enterprise marketing technology.
How Technology Contributes to Customer Experience
Win the Customer
DECEMBER 3, 2014
Technology can enhance many aspects of customer experience, but most companies […]. Technology By being proactive, a company can dazzle its customers with great service. The biggest payoffs often come from providing information and setting expectations.
6 Keys to Successful Contact Center Technology Change Management
DECEMBER 14, 2016
Success Depends On More Than Just Technology. You’re implementing a new technology solution – great! Hopefully with these tips – combined with your awesome new technology platform and your amazing project team – will set you up for success for your next change or implementation. The post 6 Keys to Successful Contact Center Technology Change Management appeared first on inContact Blog. Change is hard. As humans we are creatures of habit. Studies have concluded that 70% of change initiatives fail for a wide variety of reasons. Set Realistic Expectations For Leadership.
Providing Support to Technologically Challenged Customers
JULY 21, 2015
Providing support to technologically challenged customers. As the technology continues to change and advance at an extremely rapid rate, we all in customer support have to deal with people who find themselves being challenged by new methods and updated technology. Do you have any similar experiences supporting technologically challenged users? Narrowing down the problem.
Top 10 Technologies for Customer Experience
MARCH 9, 2016
Forbes just published Louis Columbus’s list of the Top 10 Technologies for Customer Experience. These and other insights are based on Gartner’s recent webinar The Top 10 Strategic Technologies for the Customer Experience
Retail Technology: Building a Better Customer Experience
JUNE 1, 2016
As retailers face these new challenges, they’re shifting priorities and implementing technologies to help them better understand their customers and meet growing demands. Retailers today are tasked with creating the most engaging, exciting and personalized experiences possible for their customers. Customer Experience
NIIT Technologies – B2B Technology Industry Case Study in Service Revolution
Up Your Service
MAY 16, 2016
NIIT Technologies was widely viewed as a reliable company with excellent talent. NIIT Tech’s customers often “did not know what they did not know” – and now needed their technology partners to advise them on new problem definitions and new technical solutions, and even to propose innovations not yet imagined or understood. 55% points gain in customer-facing ideas.
Getting the Most from Call Recording Technology
MAY 30, 2016
Ben Knieff of AITE Group shares his view on how Real-Time Authentication can help contact centers get the most from their call recordings
Retailer's Guide to Beacon Technology
NOVEMBER 11, 2015
With the power to drastically enhance the customer experience , beacon technology offers a lot of potential to retailers. Whether it's a simple welcome message, a coupon or a promotion on your mobile, retailers are increasingly trying to engage customers by enhancing the in-store experience by leveraging beacon technology. Digital Marketing
Technology Is Raising the Customer Service Standard and Creating Overwhelming Customer Loyalty
Win the Customer
JULY 7, 2014
Innovation in technology is raising the customer service standard and we''re just beginning to see its impact in the customer experience. Customer Experience Customer Service Technology
3 Technology Keys to Boost Your Customer Service Efforts
Win the Customer
AUGUST 1, 2015
Like many aspects of business, customer service is an ever-evolving part of everyday operations that is constantly changed by developments in technology. Call Center Customer Experience Customer Service TechnologyCustomer expectations have changed in the information age, and many businesses are falling behind – Fonolo reports that only 26 percent of consumers had a positive response when asked if they thought customer […].
How Analytics Technology is Changing the Contact Center
SEPTEMBER 21, 2016
Fortunately, new technologies now provide intuitive functionality for harnessing the power of these customer voices. The post How Analytics Technology is Changing the Contact Center appeared first on Calabrio. The contact center as profit driver: it keeps popping up on lists of top business trends for 2016. Surveys show 3 in 4 organizations now view the contact center as a key differentiator—no longer just a cost center. Despite this big talk, most organizations are doing a terrible job of extracting business value from their contact centers. In the last year, U.S.
For 2017, Resolve to Maximize Your Contact Center Technology Investments
JANUARY 25, 2017
How can organizations start to think more strategically in the New Year about maximizing their technology investments? Contact Centers Workforce Management Workforce Optimization Customer Service Customer Experience customer engagement optimization Customer journeys Call Centers contact center workforce optimization Technology Adaptive IVR IVR customer engagement
Enterprise Marketing Technology Embraces The Mobile Mind Shift
Forrester's Customer Insights
JANUARY 15, 2015
Appoxee complements Teradata''s Digital Messaging Center (based on the 2012 acquisition of eCircle) with technology capabilities for messaging personalization, contextual targeting, in-app notifications and mobile analytics. enterprise marketing technology. Age of the Customer Customer Insights Mobile Mind Shift enterprise marketing software suites enterprise marketing technology marketing clouds Read more Categories: #Age of the Customer. Mobile Mind Shift. enterprise marketing software suites. marketing clouds.
Is Your Customer Experience Technology Helpful or Creepy?
MARCH 31, 2015
Location-based apps were another year’s IT technology. The technology itself becomes secondary to the purpose. Will they find your customer experience technology helpful, or creepy? SXSW: Customer Experience Technology. How have recent technological advances affected the experiences you have as a customer? But what’s really right for your customers?
4 Best Technologies for Small Businesses
Win the Customer
MAY 3, 2016
Modern technology has made it easier for small business owners to manage and track multiple tasks at the same time. The following are four essential technologies for small businesses. While the individuals who work for managed IT services are not a piece of technology, the work they do is a vital to keeping the technology used in small businesses running.
Ensuring a Successful Go-Live Launch for Your Call Center Technology
JANUARY 24, 2017
You and your project team have poured hours into the design and implementation of your new call center technology platform, and the big day has finally arrived – Go-Live. The post Ensuring a Successful Go-Live Launch for Your Call Center Technology appeared first on inContact Blog. Build Excitement for Go-Live. Make them clever and eye-catching. Make Go-Live day FUN! Provide Updates.
What the Super Bowl Ads Can Tell Us about Speech Technology
FEBRUARY 18, 2016
This year, speech technology was in the spotlight among the most talked about ads Super Bowl ads are a fantastic window into the latest and greatest products on the consumer market.
Using Voice Recognition Technology to Rapidly Authenticate Customers
NOVEMBER 12, 2015
Do you ever get frustrated by the tedious, time-consuming process of validating your personal ID when calling a service provider, such as your bank, cable company, or cell phone provider
Amazon Go – A Retailer Using AI, ML and Vision Technology
DECEMBER 7, 2016
Amazon Go calls it “just walk out technology” for the modern shopper. To help ensure that brick and mortar stores don’t turn into showrooms (where customers go to look at merchandise and then search on their phones for a better online deal (from that or other retailers) and buy it online while standing in their store, technologies like Amazon Go provide convenience. The future of shopping is just getting more and more interesting as the new technologies get implemented. practical application of AI and ML is Amazon Go via advanced shopping experiences. So how does this work?
On Technology In Experience Design: The Good, The Bad, The Ugly
FEBRUARY 6, 2016
Brussels Airport: Human Beings and Technology Complement One Another to Deliver A Good Experience It’s Monday morning, early, as we are about to land at Brussels airport I decide to take the train rather than the taxi. On landing I look for and follow the signs for the train. Now … Continue reading "On Technology In Experience Design: The Good, The Bad, The Ugly". Case Studies Customer Experience Customer Service technology customer experience customer service design thinking Experience design User experiencearrive at level -1.
CMOs and CIOs: Stop Battling and Start Collaborating on Marketing Technology Solutions
OCTOBER 31, 2016
If you think back (even as recently as 10 years ago), organizations didn’t use much marketing technology in order to achieve their objectives. Just 10 years ago, marketing technology platforms like Marketo and HubSpot had just been founded and were in their primal stages. It makes sense, then, why the CMO had little insight into technology processes or control over spending.
Improved Technology Means Improved Customer Support Expectations
JANUARY 5, 2017
New and more advanced technology is dramatically changing the way customers and companies interact. From the standpoint of a consumer, new technology is drastically improving the concept of self service. In those instances, technology has benefited both the company (cheaper) and the customer (quicker). But the kiosk is far from the final point in this technological evolution.
Is Technology Outpacing Retailer's Willingness to Invest?
JANUARY 25, 2016
The NRF's Big Show last week served as retail's playground for cutting-edge technology. From robot associates to wearable computers, technology will serve as a driving force in how retailers will deliver the customer experience. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Marketing customerengagement customerexperience nrfsbigshow nrf16
Top six call centre challenges facing the technology sector
JULY 27, 2015
The technology sector is fast-paced, with many businesses expanding rapidly. Add to that, the complex nature of many technology companies’ product or service and providing customer support in this sector can be a challenge. As a result, contact centres in the technology sector need to be able to route callers through to the right agent for each problem. Building relationships.
From the Field: Lithium Technologies and Microsoft Dynamics Partner To Create A Total Community Digital Strategy
JUNE 9, 2016
With the partnering of Lithium Technologies and Microsoft Dynamics, we will see yet a new and more extensive version of intelligent customer engagements. And that it’s important to step back and understand where we are in time with respect to technology. 100 years ago we were electrifying the world – today we are cognifying the world via technology.
Guest Blog: 4 Technology Solutions to Help You Manage Customer Service More Effectively
JANUARY 27, 2017
This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. Luckily, with the right mixture of technology and human touch, customer service doesn’t have to be hard. Companies must invest in new technologies to reach people on their mobile.
Pain-Free Product Upgrades and Consolidations: Your New Technological Frontier
AUGUST 26, 2015
“A complete disappointment!”. “A waste of time!”. Truly painful!”. These are the phrases customers often use when describing their experiences with upgrading or consolidating to a new, fluid enterprise system
Our Award-Winning Voice of Customer Technology: Present and Future
JANUARY 27, 2015
The post Our Award-Winning Voice of Customer Technology: Present and Future appeared first on ForeSee. Answers recently ranked 11th on Forbes’ 2015 list of America’s Most Promising U.S. Companies for our continuous innovation in enabling brands to harness the voice of their customers to continuously improve their products and services.
Implementing Customer Experience, Cloud, IOT or Any Technology Project? Why Will it Fail?
JULY 12, 2016
However, statistics show that over the past 20 years a very large percentage of technology projects do fail to result in the business outcomes that they were expected to meet. The real issue is that leading change (implementing new technology, whether it be CX, transitioning to the cloud, IoT, etc…) is different than the role of leading in general. Tweet Obviously no one plans on implementing a project that will fail. Projects were attempted more than once because initial efforts failed. Only a small part of the organization adopted the new processes or systems.
Why The Right Technology Is The Lynchpin Of A Good CX Strategy
JUNE 3, 2016
The post Why The Right Technology Is The Lynchpin Of A Good CX Strategy appeared first on ForeSee. Case Stories Customer Experience Analytics Customer Experience technology CX ForeSee Summit HomeAdvisor ThreeNearly $100 billion of IT spending from S&P 500 companies was wasted on projects that brought no value to the end customer, according to research provided in the book Lean.
How Does Customer Success Technology Impact Your Organization?
FEBRUARY 17, 2017
Technology allows CSMs to do what they like, but also what they are good at. Without a Customer Success technology, you can guess why your customers are one way or another, but that can only give you an elusive, qualitative, and limited image of who they are, and why. That upsell opportunity should be based on data, rather than intuition, and technology helps you do just that.
The Importance of Technology in Your Voice of the Customer Program
NOVEMBER 13, 2015
Technology can help you create a winning program and even more happy customers in three simple steps. 1. The post The Importance of Technology in Your Voice of the Customer Program appeared first on Clarabridge. A Voice of the Customer (VoC) program is an important part of any successful customer experience management initiative. Gather. Either way, make sure you respond somehow. 2.