Transform Citizen Connections with Cloud

NICE inContact

Our ability to interact and engage with our government is clearly fundamental to the functioning of our cities, states and nation. Most importantly, it allows the user to define how they want to interact with the agency (think social, SMS, web, chat , etc.)

‘Everybody’ customer interaction

NewVoiceMedia

Every interaction with your customer is a customer service interaction. It’s vital in the age of social media and instant connections around the world that it is not just the customer service teams that are responsible for building a good rapport and ensuring customer satisfaction.

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10 Tips for Connecting with Customers Emotionally

NICE inContact

So, the importance of engaging customers and connecting with them emotionally can’t be overstated. That means connecting with customers emotionally is the task of the customer service agent. Bearing that in mind, here are 10 tips for connecting with customers emotionally.

Transform Citizen Connections with Cloud

NICE inContact

Our ability to interact and engage with our government is clearly fundamental to the functioning of our cities, states and nation. Most importantly, it allows the user to define how they want to interact with the agency (think social, SMS, web, chat , etc.) The post Transform Citizen Connections with Cloud appeared first on NICE inContact Blog.

The Omnichannel Olympics: Transform to Perform

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

We are currently in an age where customers of all ages are always on the go and do not have time to connect with companies over traditional channels. They want companies to provide more channels of communication and solve problems at their moment of need. How do companies continue to add more channels and keep up great customer service?

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.

Guest Blog: Connect With Your Customers & Watch Your Business Grow

ShepHyken

Phone calls are ripe with opportunities and the faster a caller connects with a friendly voice on the other end, the better. Consumers want to connect with your business. Consumers Demand Immediate Connection. How to Connect the Right Way.

How to Build Customer Trust One Interaction at a Time

Kayako

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.

How Voice Interaction and the Internet of Things are Changing User Experience

MaritzCX

Voice input and connected devices are changing how people interact with software and each other, altering our notions of UX Design. If you grew up watching Star Trek you saw Captain Kirk speaking directly to his ship.

5 Reasons Never to Miss SXSW Interactive

Experience Investigators by 360Connext

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. More Posts - Website Follow Me: The post 5 Reasons Never to Miss SXSW Interactive appeared first on Customer Experience Consulting.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

human-assisted customer service with full context from the self- service interaction. engagement hub which consolidates omnichannel interactions, knowledge, AI, analytics, and administration into one platform. interactions While VAs are good at answering questions of low to medium.

Connecting With The Need To Connect: Watching People Eat Online

Michelli Experience

According to Ad Age , “ Twitch Interactive, the video-game streaming service Amazon acquired for almost $1 billion two years ago, hinted at what could be the next sensation in internet broadcasting: watching people eat.” What are the additional needs (beyond products) you can fulfill to deepen your connection with your customers? In his 1943 paper, “A Theory of Human Motivation”, Abraham Maslow foreshadowed a key ingredient to modern customer experience design.

Interactive Voice Response – What it is, What it does, Where it’s going

NICE inContact

Interactive voice response (IVR) has been a staple of customer service for many years. Front-end IVR allows the collection of data from the caller, which enables you to optimize routing and—once the caller is connected to an agent—personalize the interaction. Offloading interactions from costly agent-assisted voice calls to the IVR will reduce call volume for your agents, which in turn helps reduce queue times. Offload Routine Interactions.

Robotic Process Automation Unlocks Human Interactions

Think Customers

What RPA can do is alleviate an employee’s workload of time-consuming and repetitive tasks and allow the employee to focus on higher quality customer interactions. The post Robotic Process Automation Unlocks Human Interactions appeared first on 1to1 Media.

Connecting Customer Experience Goals to Financial Metrics to Prove ROI

CloudCherry

With so many channels available, customers can share their feedback with just a click of a button, shaping a person’s perception of your company before they get to buy your product or interact with your team. Connecting Your CEM Goals to Financial Metrics.

ROI 286

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. center is not properly connected to the rest. if they fail to understand the reasons why these interactions.

Connecting Customer Experience Goals to Financial Metrics to Prove ROI

CloudCherry

With so many channels available, customers can share their feedback with just a click of a button, shaping a person’s perception of your company before they get to buy your product or interact with your team. Connecting Your CEM Goals to Financial Metrics.

ROI 260

Enterprise Connect 2017: Contact Center Round-up

NICE inContact

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. The post Enterprise Connect 2017: Contact Center Round-up appeared first on inContact Blog.

WEBINAR: Elevating Service for the Connected Customer

Kerry Bodine

Join me, Vala Afshar, Chief Digital Evangelist at Salesforce, and Peter Gaylord, Senior Director of Salesforce Research, for an interactive presentation as we discuss key findings of this year’s report and what service leaders can do to propel their organizations in the Age of the Customer.

How to Connect Your Employees to Your Customers and Company Mission

Customer Bliss

Connect Employees to the Customer. How do you connect employees to each other? How do you connect employees to the customer? And how do you connect employees to your mission?

How Voice Interaction and the Internet of Things are Changing User Experience

MaritzCX

Voice input and connected devices are changing how people interact with software and each other, altering our notions of UX Design. If you grew up watching Star Trek you saw Captain Kirk speaking directly to his ship.

UncommonGoods ?and Stella Connect

StellaService

UncommonGoods is an online marketplace connecting makers and their creations with individuals looking for truly special goods. Jennifer Grim , Director of Customer Service at UncommonGoods, provides some valuable insights into how the company leverages Stella Connect. Stella Connect

3 Keys to Building Customer Engagement – Connect, Automate, Iterate

NICE inContact

The traditional contact center organization has the greatest opportunity to transform its silos into the enterprise epicenter for customer interaction. SpiceCSM provides the building blocks to Connect, Automate and Iterate across your existing and evolving customer experience infrastructure.

3 Reasons to Attend the Amazon Connect Bootcamp in Amsterdam

Calabrio

More and more, businesses are enticed to the cloud by the scalability to accommodate both seasonal changes and organic growth as well as access to new, more robust technology such as customer interaction analytics. In order to help accelerate this cloud transformation, Calabrio and VoiceFoundry, a leading AWS Advanced Consulting Partner, are joining forces with Amazon Connect to host an Amazon Connect Bootcamp in Amsterdam on 22 and 23 May.

How to Connect With Passives and Turn Them Into Promoters

Retently

The reason for this is simple – Detractors are as a rule more vocal about their interaction with your brand, so they will definitely reach out with complaints more often that a Passive who is regarded as a somewhat satisfied customer. . Don’t lose sight of the human connection.

Optimove Connect 2018: The Recap

Optimove

Another year (almost) behind us, another Optimove Connect in the relationship marketer’s books. During the two days, we strived to give attendees an opportunity to turn these ideas and conversations into meaningful interactions with their customers.

Does a lack of human interaction cost businesses money?

NewVoiceMedia

But in a world seeing rapid advances in artificial intelligence, what price should we put on human interaction? Today’s always-connected consumers are more adept at seeking out their own answers than ever. 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. .

How to Use the UMPS Method for Positive Customer Interactions

CSM Magazine

Marissa offered a kind, polite, and unique way to put a meaningful touch to an ordinary interaction. In a world of texting and posting, it’s refreshing to have positive human interaction. Do you have a natural gift to start a conversation?

Memes to explain the connected customer

NewVoiceMedia

And Salesforce’s State of the Connected Customer report hit the nail on the head. In the latest report, there was a notable slant toward the connected/innovation culture of millennials. We expect the same from companies we interact with. I’m a millennial.

How to Win in the World of Connected Customers

Kayako

And as social media platforms like Twitter and Facebook have risen up to the mainstream, and mobile internet and smartphone usage has boomed, customers have become much more connected. What is the connected customer? Now, customers are far more connected to both brands and each other.

Enhancing Customer Service Interactions With DiSC

CX Accelerator

In other words: Using DiSC, your agents will form a better connection with customers a higher percentage of the time. DiSC for Improved Internal Communication Not only will DiSC improve customer communication, but also internal interactions.

People Skills Connection: Use Names Not Ma’am Sir | #PeopleSkills

Kate Nasser

Powerful people skills connection starts w/ using names vs. sir/ma'am. The post People Skills Connection: Use Names Not Ma’am Sir | #PeopleSkills appeared first on KateNasser.com. Customer Service People Skills Sales Soft Skills communication connection customer experience Customers dignity humanity interaction interpersonal skills Leadership name relationships respect sales Teamwork trust Ultimate Customer Service

Interactive Voice Response – What it is, What it does, Where it’s going

NICE inContact

Interactive voice response (IVR) has been a staple of customer service for many years. In case you wondered: Interactive voice response (IVR) and voice portal are similar, but not the same. However, there are ways for an Interactive voice response (IVR) system to be successful and achieve the cost and time savings expected. Offloading interactions from costly agent-assisted voice calls to the IVR will reduce call volume for your agents, which in turn helps reduce queue times.

How Hallmark Business Connections “does” Customer Experience, With Rhonda Basler – CB66

Customer Bliss

Rhonda Basler and I discuss how Hallmark Business Connections is helping companies build bonds with their customers — by extending their own products and services. Rhonda Basler currently leads the Customer Engagement team at Hallmark Business Connections, Hallmark’s B2B subsidiary.

Evaluate How Real You Are in the Moments of Connection

Customer Bliss

They become beloved because of how they connect with customers in their lives. And the beloved company’s personality comes through during any interaction with a customer. How do your decisions to create a human connection in these moments compare with this beloved company?

Genesys & Interactive Intelligence Acquisition Is Complete

Natalie Petouhof

Tweet Genesys has completed the acquisition of Interactive Intelligence. Why acquire Interactive Intelligence? The acquisition also means that Genesys now has over 10,000 customers in more than 100 countries supporting over 25 billion customer interactions per year.

Preparing for the Connected Customer

Astea

This new class of “connected customers” now measures the success of their interactions with service organizations against the experiences they have had with other types of services such as FedEx, Amazon, and Uber. It’s no secret that the level of digital connections is exploding, and for customers the pervasiveness of connectivity is accelerating and heightening expectations of service quality,” Sterling said.