ahm Improves NPS Scores with Interactive Voice Response (IVR)


ahm is a no-nonsense health insurance company that has been doing business for over 40 years and has over 700,000 ahm members.

Report: Humanizing Digital Interactions

Experience Matters

We just published a Temkin Group report, Humanizing Digital Interactions. This means that how a customer feels about an interaction with a company has an enormous impact on his or her loyalty to that company. However, companies tend to ignore customer emotions, […]. Emotions play an integral role in how customers make decisions and form judgments.

3 Ways to Provide Success When Handling Rude Customer Interactions

NICE inContact

However, there are ways to help both sides of the interaction, agent and customers, and it starts with your response. Here are 3 ways to provide success in these types of contact center interactions: 1) Don’t Try to Win. A negative or impulsive reaction quickly can impact the company’s overall reputation. Be sure your employees understand your guidelines for acceptable resolutions as well as their spheres of influence — and when the interaction may need to be escalated.

Interactions Celebrates 15 Years


“When Interactions started out in 2004, a streamlined customer experience certainly wasn’t considered the business necessity that it is today. Michael Iacobucci, longstanding CEO of Interactions. The post Interactions Celebrates 15 Years appeared first on Interactions.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

New study reveals that companies must first focus on themselves. text messaging, and a company’s. companies are stepping up. interactions are expected to. overtake voice interactions. companies across all industries. And companies with the.

Interactions 2019 Welcomes Ashton Kutcher as Keynote Speaker!

NICE inContact

Interactions 2019 welcomes actor, investor, entrepreneur and philanthropist, Ashton Kutcher, as keynote speaker! Twice, Kutcher was named one of Forbes magazine’s “World’s Most Powerful Celebrities,” and one of Fast Company magazine’s “Most Creative People.”.

‘Everybody’ customer interaction


Every interaction with your customer is a customer service interaction. It’s great to see that companies have been focusing on ensuring their customer service departments offer a great experience. The post ‘Everybody’ customer interaction appeared first on Blog | NewVoiceMedia.

What is an IVR (Interactive Voice Response)?

NICE inContact

At the simplest level, an IVR (Interactive Voice Response) is an automated interface that allows you to interact with callers to gather data, and potentially resolve an issue without having to direct that caller to an agent. This shortens call handle times and frees up agent resources to handle more complex interactions. The ability to automate some basic interactions, reducing agent churn and increasing availability of those automated interactions to – ideally – 24/7/365.

Interactive Video: The Rise of RPA Bots in Customer Service


Companies, on the other hand, need to look behind the curtain to find out what it really takes to make that customer service magic happen. We invite you to watch the interactive video (and enjoy the references we make along the way).

How to Build Customer Trust One Interaction at a Time


Every interaction we have with our customer influences whether or not they will return. “While tech allows us to automate and produce self-serve materials, the number one reason customers churn is because customers don’t feel the company cares about them.

The Health of the Contact Center: Are You Ready for 2019?

interactions. For customers, it means interacting with brands via self- service tools, text and web chat. if they fail to understand the reasons why these interactions. from the company, and they’ll expect it faster than ever. disenfranchised from their company and.

Lead People Not Technology: Interacting to Succeed

Michelli Experience

Every one of the leaders I have come to know atop these high-performance companies understands the importance of listening, unifying, and rallying teams to achieve a common vision. I could similarly delineate the strengths of any number of leaders like Ben Salzmann, the CEO of Acuity Insurance (a company that is perennially chosen as one of the best places to work in America). Leadership involves high levels of human interaction and effective communication.

Elevated Customer Experience Means Fast Action and Human Interaction

NICE inContact

With the inclusion of so many technologies, and more coming, companies may be wondering what customers want? Give Customers What They Want: Fast Action and Human Interaction. They want companies to know who they are, what they purchased, and their preferences.

Obstacles Contact Center Agents Come Across During Interactions


There was a time when customers only had a single choice when it came to contacting a company's customer service department. They had to dial a number to reach the department by phone—and make sure that they did so during the company's customer service department's hours of operation.

Galileo: A True Interactive Visionary


It was his indomitable spirit and the breadth of his impact that attracted us to pay him homage by naming our company after him. The post Galileo: A True Interactive Visionary appeared first on Storyminers.

The Top 3 Ways to Forecast for Your Contact Center

interactions match. interactions handled. impact your company’s. profitability—for instance, a company with an average. Include in your modeling other non-phone based forms of customer interaction, such as chat and email.

5 Reasons Never to Miss SXSW Interactive


I’ve noticed a lot of blogs and articles and general gripes lately about why SXSW Interactive has jumped the shark. It’s fashionable to post emphatically about how there’s no appeal to the massive conference tackling digital and interactive trends each March. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

NetBase Releases Interactive AI Battlebot


We’re elated to announce NetBase as the first sentiment analysis platform to offer the real-time, aggressive approach brands have been craving, with an interactive AI Battlebot that will knock your socks off. Interactive Awesomeness. When online speaks, we listen.

Your Brand is Defined by the Sum of All Your Customer Interactions


What does a good customer experience look like at your company? It’s every interaction, human or otherwise, that you have with the brand. It’s focused on people interacting with people. Some employees interact directly with the customer.

Inside the ROI of Consistency in Customer Interactions


That moment of frustration is a perfect illustration of what happens when a company does not provide consistent customer interactions. Have you ever been passed around on a phone call and gotten frustrated at repeating your explanation each time the call was transferred? The negative feeling that develops in this customer experience (CX) has more impact than some may realize. Customer Experience

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

companies deal with transformation can make or break them. And what sources of information do companies rely on. companies rely on to inform their decisions. The findings suggest an alarming problem: companies lack sufficient insight. However, a company that is.

What Story Got Told by Your Company’s Actions?

Customer Bliss

Actions indicate what a company values. Actions show how much the company considered the customer. Actions reflect back on the company — giving customers a glimpse of who they are as people. They want others to know about your company, your decisions and your actions.

Galileo: A True Interactive Visionary


It was his indomitable spirit and the breadth of his impact that attracted us to pay him homage by naming our company after him. The post Galileo: A True Interactive Visionary appeared first on Storyminers.

When and How to Bring Executives Into Customer Interactions


In the day-to-day business dealings of a Customer Success Manager (CSM) and customers, the main interactions are typically with end users, project leads, or decision makers. If a customer goes dark, plan a meeting with executives from one or both companies present.

Happiness Affects How Consumers View Companies

Experience Matters

I started by examining the question: Does the innate happiness of a consumer influence how she perceives her experiences with companies? The data represented more than 106,000 interactions across 20 different industries.

The Omnichannel Olympics: Transform to Perform

Speaker: Ron Dutta, VP-Business Development and Omnichannel CX Solutions

3 Leading Companies’ Method for Listening to Customers

Customer Bliss

In order to understand how customer-focused companies design processes for listening to customers, we need to start by thinking about the three types of listening: Unaided or volunteer listening. The way to avoid this mess around surveys is to move towards one-company leadership.

The 7 habits of Companies with successful customer-centric cultures


Companies today want to delight customers at every interaction. Yes, the experience you provide your customers is only as good as the culture you build within the company. What do you want your company culture to be like? How do you view training at your company?

How to Use Interactive Video for Self-Service Support


Interactive video takes things to the next level – by giving your customers a complete support experience in one. So how can interactive video fit into your self-service support offering? Already, 57% of customers check a company’s website before contacting support.

Start a “Kill a Stupid Rule” Movement at Your Company

Customer Bliss

Stupid rules cause repeated work-around activities by employees throughout the company, exhausting them and forcing people to exercise one-off heroics. It puts a spark of energy into the company and keeps everyone focused on enabling employees to deliver value.

Creating Distinction to Improve Customer Interactions

Speaker: Scott McKain, Business Consultant, Bestselling Author, Speaker

In a business landscape with many iconic companies, many organizations struggle with how to become noteworthy. This webinar will explore how a professional or an organization can create distinction to stand out in their industry.

10 common customer interactions and how to handle them


Customers reach out to your company for a number of different reasons. When your team can quickly evaluate the type of customer interaction they're having and are trained in company best practices to handle them effectively, it sets your team up to provide a better customer experience.

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

Steve DiGioia

Your response… “ It’s against company policy ” for me to do that… Continue reading… The post I Don’t Care if it’s Against Company Policy appeared first on Steve DiGioia and was written by Steve DiGioia. Customer Interaction against compay policy company policy

Live Chat Mistakes Companies Make And How To Avoid Them


It’s one of the hardest, easiest things that a company can do to provide stellar support. While we do have a pretty neat compilation of live chat statistics , no one has all of the answers on what the perfect live chat process for your company looks like. Rushing the interaction.

How To 156

The Future of Customer Experience for B2B Companies


Earlier, a large part of B2B companies simply ignored customer experience management as a whole. In 2015, only 3% of B2B companies valued customer experience as an integral part of company culture. For a growing number of B2B companies, the pathway to growth will be through CEM.

B2B 256

4 Steps to Developing Your Customer Care Strategy

Does a lack of human interaction cost businesses money?


But in a world seeing rapid advances in artificial intelligence, what price should we put on human interaction? For this reason, a growing number of companies are relying on automated solutions to deliver their customer support experiences. . Never underestimate the power of human interaction. Although machine-powered self-service has changed the role of customer support, businesses cannot afford to lose the power of human interaction entirely. .

Genesys Acquires Interactive Intelligence- Good Move for Both Companies

Natalie Petouhof

Tweet Genesys (www.genesys.com), a customer experience, omnichannel and contact center solution and Interactive Intelligence Group Inc. In this agreement Genesys will acquire Interactive Intelligence in a transaction valued at approximately $1.4 Both Genesys and Interactive Intelligence have developed best-in-class capabilities with highly complementary product portfolios that serve adjacent market segments.

A 3-Stage Approach to Your Company’s New Customer Experience

Customer Bliss

TECO is a utility company that provides electric and natural gas services in Tampa, Florida, and gas services across the state of Florida. During this time, they also developed organizational principles for how they would interact and communicate with customers.

Strategies for CCO Success in Startup Companies with Rosalyn Curato

Customer Bliss

Rosalyn Curato , CCO of Allovue , a startup EdFinTech (education financial technology) company, knows how to leverage this skill. Within her first six months, Rosalyn realized that training and optimizing for the first interaction with the product would be a big portion of her work.

9 Award-Winning Customer Advocacy Success Stories