Avaya

JANUARY 24, 2018

They have been working for years to create and refine practices and systems to be compliant with a European Union directive that became effective January 3, 2018: the Markets in Financial Instruments Directive II or MiFID II. An original MiFID was enacted in 2004, prior to the 2008 global financial crisis.

Financial 46

Financial Government Banking Policies 46

Avaya

JANUARY 26, 2018

The Markets in Financial Instruments Directive II (MiFID II)—arguably the greatest reform to hit Europe’s financial industry—is finally in effect as of January 3, 2018. The specific customer interactions that are required to be recorded in relation to investment services include: Receipts of client orders.

Financial 51

Financial Contact Center Call Recording Communication 51

Beyond Philosophy

DECEMBER 5, 2017

In content we’ve produced (webinars, white papers, posts, and a new book on the subject) the concept and value of employee ambassadorship, functioning within more humanistic and proactive organizations, has been fully laid out. That brand promise has to be delivered by customers every time they interact with the company.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Esteban Kolsky

JANUARY 29, 2018

They can capture 40-80% of customer interactions and solve them. What happens, as your systems improve, when customer service goes back to handling exceptions (as it was always intended to do – not every interaction)? What happens to the ones that are not solved automatically?

Customer Experience 107

Customer Experience Customer Journeys Self Service Interaction 107

Comm100

JANUARY 19, 2017

When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them. Bad Example: Dear customer, We are sorry for what has happened with our series of tuna cans, expiration dates February 2018 to June 2018.

Examples 216

Examples Customer Service Representative Customers Customer Service 216

ProProfs Chat

NOVEMBER 29, 2019

They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. customer service interactions via legacy channels like phone and email fell by 7% over the course of 2016 and 2017. In 2018, the customer satisfaction rate with live chat usage stood at 83.1

Wait Times 90

Wait Times e-support Comparison Hospitality 90

Michel Falcon Experience

MARCH 7, 2023

And that’s a people first culture, what I wrote my book about in 2018. How do we manage human behavior both for customers, for our team members, for anybody that interacts with our company like suppliers, the media, the community, and investors? They’re kind to everybody they interact with. Welcome to this episode.

Culture 60

Culture Course Company Study 60

ProProfs Chat

JULY 13, 2018

If downloading a white paper would enter them into the evaluation phase, stop showing them ads with the aim to increase awareness or top-of-the-funnel marketing materials such as general blog post or checklist. Repeating the ads more than 10 times can make people angry. Send Re-engagement Emails. Inboxes are extremely busy these days.

Advertising 63

Advertising Customer Retention Customers Customer Journeys 63

Comm100

JANUARY 19, 2017

When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them. Bad Example: Dear customer, We are sorry for what has happened with our series of tuna cans, expiration dates February 2018 to June 2018.

Examples 100

Examples Customer Service Representative Customers Customer Service 100

TechSee

DECEMBER 12, 2017

Every interaction, touchpoint and communication is captured and stored, and how a contact center handles its data is critical to its success. Visual experiences are gaining traction within customer interactions, and are poised to become the dominant channel for customer communications. One of biggest challenges is handling data.

Omni-Channel 143

Omni-Channel Customer Experience Contact Center Touchpoint 143

NICE inContact

NOVEMBER 9, 2018

Here are some of the things we learned: Nearly half of all inbound contact center interactions are for the purposes of asking for help. Only about a third of consumers are happy with their last interaction. Most interactions occur over the phone. Let your customers contact you in ways that work best for them.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122