Kerry Bodine

JUNE 20, 2015

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Design Management Institute’s Design Leadership Conference. May 3 – 4, 2016.

Conference 120

Conference CEM Customer Experience Professionals Contact Center 120

Stella Connect

MAY 4, 2017

This year’s ICMI Contact Center Expo & Conference in Orlando (May 22-25) promises to be quite an event. These are the topics we feel are particularly important for contact center leaders to focus on in their efforts to build world-class service organizations and stronger brands. Bancorp Fund Services contact center.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event.

Omni-Channel 40

Omni-Channel Connections Contact Center Customer Experience 40

Kerry Bodine

JANUARY 4, 2017

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. DMI Design Leadership Conference. March 6 – 8, 2016. New York City.

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

Avaya

JUNE 7, 2016

The number of innovations developed on Breeze since its launch in March 2016 has been amazing, especially for an industry that has traditionally been focused on not empowering customers and partners to do things on their own. The post 2016 DevConnect Award Winners Choose to Innovate on Avaya appeared first on Avaya Connected Blog.

Innovation 40

Innovation Self Service Contact Center Customer Satisfaction 40

Talkdesk

APRIL 8, 2019

Our executive team is comprised of a diverse group of individuals who have varied career paths and knowledge they’ve gleaned from years of experience inside and outside of the contact center industry. In January 2016, we had about 120 employees in the company globally, but didn’t have a dedicated talent or HR resource.

Contact Center 40

Contact Center Leadership Resources Groups 40

COPC

FEBRUARY 4, 2016

Key features of the COPC CX Standard, Release 6.0 , include: Expands proven contact center guidelines to address all key customer touchpoints including those delivered digitally. Maintains focus on the four key areas of leadership and planning, processes, people, and performance to drive operational excellence.

Guidelines 40

Guidelines Touchpoint Contact Center Measurement 40

Eptica

FEBRUARY 12, 2016

Date: Friday, February 12, 2016 Has UK customer service turned a corner? Published on: February 12, 2016. To be held at the Hilton Park Lane on March 1 st , the event provides the biggest forum for customer service thought leadership and best practice in the UK. If you are attending, do come and visit us on stand 2.

Customer Service 48

Customer Service Knowledge Base Contact Center Banking 48

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. Successful CX requires organizational transformation and cultural change , and therefore needs to be led from the top –without senior leadership involvement initiatives can stall or fail to deliver ongoing benefits.

Customer Experience 48

Customer Experience Social Media Multi-Channel Touchpoint 48

Natalie Petouhof

MAY 11, 2016

Tweet I’m judging the 2016 Constellation SuperNova Awards ! Every year the Constellation SuperNova Awards recognize individuals for their leadership in digital business. Nominate yourself or someone you know before August 8, 2016. To learn more, apply here: https://www.constellationr.com/events/supernova/2016.

Case Study 40

Case Study Study Innovation Leadership 40

Natalie Petouhof

FEBRUARY 21, 2016

Using the Sales Cloud to Grow Win Ratios… We will be recognizing nine individuals who demonstrate true leadership in digital business through their application of new and emerging technologies. February 8, 2016 application process begins. August 8, 2016 last day for submissions. September 21, 2016 polls close.

Omni-Channel 40

Omni-Channel Customer Experience Customer Service Innovation 40

Confirmit

SEPTEMBER 13, 2017

” In 2016 Glassdoor listed Data Scientist as the best overall job—as voted by those who work in it. And that’s fine for setting up CX programs, and achieving results if you have a very committed executive leadership team. But without that benefit, it can be a long slog.

Analytics 40

Analytics Leadership Contact Center Advertising 40

Natalie Petouhof

FEBRUARY 28, 2016

announced substantial enhancements to its Verint Workforce Optimization ™ software designed to help contact center, back-office and branch operations better manage the performance of employees and operations. Tweet Why is this announcement so important? Verint ® Systems Inc.

Innovation 40

Innovation Gamification Management Comparison 40

Uniphore

JANUARY 4, 2022

Explore the latest Uniphore innovations that are transforming the agent and customer experience in the contact center. Umesh was globally recognized in 2016 as one of the ten ‘Next Generation Leaders’ by Time Magazine. CX and Contact Center Leaders. Learn from Industry Experts.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

Avaya

MAY 26, 2016

It features leading technology, from Network Skills Based Routing to Dynamic Virtual Forward, and gives the agency redundancies that help it support contact centers in four regions of the United States seamlessly. What trends do you see developing in the second half of 2016? What are your top network priorities?

Government 40

Government Telecommunications Contact Center Innovation 40

Bill Quiseng

JULY 18, 2017

I started my career producing conferences, and then moved to building a social network and online magazine for contact centers. At this social network I had a podcast show, a blog, and I was an early thought leader on contact centers. Now I get it. That was almost ten years ago.

Customer Experience 318

Customer Experience Contact Center Wireless Conference 318

Avaya

AUGUST 31, 2016

The 2016 Rio Olympics may be over, but the excitement is still palpable. Part 1 and Part 2 of this series outlined how companies can evolve their contact centers and networking strategies to keep up with today’s rapid pace of innovation. Think about it: U.S.

Innovation 47

Innovation Sports Hospitality Healthcare 47

ijgolding

MARCH 22, 2017

Many of them have outsourced contact center operations and some have maintained in-house customer support. Due to rapid advancements, contact center technology systems need to be modified quite often and hence it is quite important to invest in solutions which provide agility to upgrade/ downgrade or modify with ease.

Omni-Channel 204

Omni-Channel Customer Experience Multi-Channel e-support 204

SurveySensum

JULY 14, 2020

She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. She has carved a successful career in both customer service and CX leadership across Financial Services and Telcos. LinkedIn : [link]. Website : [link]. LinkedIn : [link] /.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Aimee Lucas. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Aimee Lucas. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Avaya

JUNE 23, 2016

Avaya invited Brenda Emerson, President of IAUG, to share her thoughts about this year’s conference: Avaya ENGAGE 2016 was, in a word, engaging. It’s great to see the best and the brightest business communications professionals gather each year.

Conference 40

Conference Video Communication Engagement 40

Beyond Philosophy

DECEMBER 16, 2021

I didn’t because he didn’t deserve a nine, and he contacted me to scold me about not following directions. Dajani built it in this first three years with the company back in 2016, working with his cross-functional team called the Customer Experience Steering Committee (see what they did there?).

ROI 78

ROI How To Sales Leadership 78

Stella Connect

JANUARY 4, 2022

And if you’re in a contact center performance management role, you’ve probably invested a lot of time and energy into your customer service training and customer service coaching programs. According to a 2016 Aberdeen study , contact centers using gamification (trivia games, peer challenges, etc.)

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Magellan Solutions

JULY 5, 2021

Trained and Managed with Western leadership it has become our mission to provide excellent low cost voice and non-voice services to our clients.”. Until they begin taking partners in different regions in 2016. East Joint Marketing Solutions. However, their rich experience is not reflecting on what they can offer. .

Call Center 40

Call Center Company Omni-Channel e-support 40

Eptica

JULY 15, 2016

Date: Friday, July 15, 2016 How to embrace change and become a customer-adaptive enterprise. Published on: July 15, 2016. This can support complete transparency so that agents in the contact center or field sales representatives are be able to answer questions such as ‘What’s the likely delivery date of my order?”

Omni-Channel 48

Omni-Channel Multi-Channel How To Contact Center 48

Stella Connect

APRIL 17, 2018

These best practices will not only produce better results on the contact center floor, but they’ll help you bring far more value to your organization. According to a 2016 Aberdeen study , contact centers using gamification (trivia games, peer challenges, etc.) Regularly update the program so it never gets stale.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Natalie Petouhof

MAY 9, 2016

Instead of having silos trying to each engage with the customer, suites provide the opportunity for employees to collaborate when engaging with customers (especially when the organization change management issues are dealt with from a leadership point of view.)

Conference 40

Conference Report Social Media Case Study 40

Eptica

FEBRUARY 18, 2016

Date: Friday, February 19, 2016 Transforming insurance customer service: Ageas Retail Intermediary. Published on: February 19, 2016. To be held at the Hilton Park Lane on March 1 st , the event provides the biggest forum for customer service thought leadership and best practice in the UK. Share this page on: Tweet.

Insurance 48

Insurance Retail Customer Service Knowledge Base 48

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. These best practices will not only produce better results on the contact center floor, but they’ll help you bring far more value to your organization.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

ProProfs Chat

OCTOBER 31, 2018

Citing a study by the leadership advisory and executive search services provider, Davis said only 39% of firms that claim to be customer-centric actually have senior-level executives championing customer experience marketing. This kind of help may come in the form of a contact center, which customers can reach via chat or phone.

Customer Experience 106

Customer Experience Marketing How To Social Media 106

COPC

JANUARY 28, 2016

Other hot topics are speech analytics, mobile applications, and how multichannel contact centers can ensure that the customer is directed to the best customer service professional to handle their query. It talks about the “ non-trends” for 2016–that is things that don’t change in providing a great customer experience.

Trends 40

Trends Customer Experience Management Contact Center 40

Avaya

MAY 10, 2016

In 2016 we would not consider ourselves early adopters. Furthermore, the practice of contact center technology management has enabled teams to perfect how to evolve the services associated with the voice channel. The contact center will never be pure digital because customers expect some human interaction at some point.

Contact Center 40

Contact Center Retail Omni-Channel Customers 40

Experience Matters

APRIL 7, 2015

Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. The ResponseTek Listening Platform™ makes it easy for customers to share real-time feedback on key interactions wherever they occur – contact center, retail, online, field operations or social. ResponseTek.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Avaya

AUGUST 15, 2016

Take the top 4 professional sports leagues in North America: NFL, NBA, NHL, and MLB (Statista 2016). Contact Center: Streamlines communications channels to identify fan-to-venue and fan-to-club relationships. Barra Olympic Park is the main competition center and meeting point for the 17-day event. The complex covers 1.18

Data 40

Data Sports Multi-Channel Trends 40