Think Customers

NOVEMBER 3, 2015

For too many years, contact center measurements have been focused on efficiency instead of customer experience. Metrics such as average handle time (AHT), number of contacts handled, average wait time, and average speed of answer have all been heavily used and tracked.

Contact Center 40

Contact Center Customer Centricity Metrics Net Promoter Score 40

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. His blog, Customers That Stick, features interviews with top CX leaders and answers common customer-related questions. . Adrian Swinscoe .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Verint

OCTOBER 17, 2017

In the contact center industry, the latest ripples of excitement are about artificial intelligence (AI) and the potential AI has to radically change customer service. Machine learning relies on algorithms and pattern recognition that it can learn from in order to make data-driven predictions or decisions. Not so fast.

Contact Center 36

Contact Center Banking Industry Financial 36

Verint

AUGUST 24, 2017

The answers can drive business and workforce optimization at your organization—by incorporating advanced analytics as part of your customer engagement strategy. The ultimate goal of the data analysis is to gain insights, drive improvements and foster competitive differentiation.

Analytics 34

Analytics Customer Engagement Engagement Strategy 34

Calabrio

FEBRUARY 11, 2020

Calabrio developers work to continuously improve and expand our award-winning Calabrio ONE workforce engagement management (WEM) solution, which puts AI-driven insights at the fingertips of contact center users via a transformational design and embedded analytics. And that’s a big perk by itself.

Insurance 130

Insurance Innovation Contact Center Analytics 130

Verint

NOVEMBER 15, 2017

We have begun to see the boundaries of the contact center expanding as its functionality encroaches upon other departments within the enterprise, agents gain access to subject matter experts in other departments, and data silos have come together in the interest of improved customer service.

Contact Center 31

Contact Center Customer Engagement Insurance Engagement 31

Verint

JUNE 6, 2017

The 4th annual Verint Executive Summit also took place during Engage, hosted by a partner and division COO from a global management consulting firm. The theme was holistic customer engagement —helping organizations empower their customers and employees through intelligence that can be shared enterprise-wide.

Customer Engagement 34

Customer Engagement Engagement Employee Engagement Conference 34

Verint

OCTOBER 2, 2017

Attendees will learn why it’s critical not to gamble with customer relationships and how to measure return on interaction by effectively listening to the voice of customers. Consero Contact Center Forum. October 22–24; Coral Gables, Florida. destination CRM.com Webinar. destination CRM.com Webinar. October 25; Webinar.

Analysis 30

Analysis Customer Service Contact Center Omni-Channel 30

Verint

OCTOBER 10, 2017

If yours is among the growing number of companies that have embraced customer engagement as a business strategy, you may be wondering, “Should we be doing something differently than before?”. The place to start is the customer journey. You will need a map for each major reason consumers contact your company.

Customer Journeys 28

Customer Journeys Customer Engagement Self Service Engagement 28

Verint

NOVEMBER 21, 2017

This is particularly true of those B2C businesses which are continuously faced with the challenge of engaging with their customers at the right time, across multiple channels—all wrapped in the data-driven context of that customer’s relationship with the business. The contact center is no exception to this rule.

Omni-Channel 32

Omni-Channel Connections Contact Center Insurance 32

Verint

MAY 1, 2018

Data from large-scale, real-world enterprise IVA implementations revealed that people are increasingly relating to chatbots as they would human agents. Ian Beaver and Cynthia Freeman, product experts from Next IT-Verint, will present “From Here to ‘Her’: Evolving Chatbot Interactions to Meet the Relational Needs of Humans” at 4:50 p.m.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

ProProfs Chat

MAY 6, 2020

Customer Experience Training Success Statistics. 60% of companies have expanded their focus on contact center efficiency, while 65% of contact centers track their efficiency efforts. (Source: Call Miner ) Tweet this. This allows them to perform well and create a delightful customer experience journey effectively.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

Verint

SEPTEMBER 19, 2017

In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center operational strategy.

Employee Engagement 32

Employee Engagement Engagement Contact Center Software 32

Verint

APRIL 30, 2018

In the two years since the EU adopted the General Data Protection Regulation (GDPR), firms across the globe have been busy preparing to comply with the new regulations that provide data privacy protections to EU residents. But consent is only one basis for processing data—and you only need one.

Contact Center 27

Contact Center Data Resources Customer Experience 27

Verint

DECEMBER 12, 2017

Contact center teams have been evaluating call recordings for quality for years now. What is different today is that organizations that embrace automation can potentially leapfrog their competitors and dramatically improve how work is done in their contact centers.

Contact Center 30

Contact Center Call Recording Resources Technology 30

Customer Guru

AUGUST 8, 2018

Adam is a globally recognized expert on customer experience. He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. He is also CEO and founder of Beyond Morale, a customer experience consultancy firm.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Integrity Solutions

JUNE 23, 2022

While the data doesn’t suggest a major downturn is imminent, and things like strength in the labor market and financial system could fend it off entirely, there are numerous warning signs that have economists cautioning that “the economy faces headwinds.” Is tech enabling or getting in the way of customer engagement?

Strategy 75

Strategy Sales Training Consulting 75

Magellan Solutions

NOVEMBER 14, 2021

Where do you find an omnichannel contact center ? In our 18+ years of experience as an omni channel customer engagement solutions , we were able to interact with customers across these different channels, but not in the typical cohesive fashion. . The data are all handled in one inbox that can: Receive calls.

Omni-Channel 52

Omni-Channel Contact Center Customer Service Call Center 52

Verint

DECEMBER 20, 2017

Paul Stockford, Chief Analyst, Saddletree Research, mentioned in a recent blog post that “the contact center industry will be all about automation” in 2018. Verint’s Customer Advisory Board (CAB) met earlier this month and the agenda included a session on automation, artificial intelligence (AI) and robotics.

Strategy 25

Strategy Contact Center ROI Training 25

Verint

NOVEMBER 1, 2017

On November 15 guest speaker Ian Jacobs, Principal Analyst of Forrester Research and Kristyn Emenecker, Global Vice President, Product Strategy Group, of Verint, will present on a live webinar, “Empower Your Employees with More Data, More Automation” at 2 p.m.

Data 26

Data Employee Engagement Groups Technology 26

Verint

SEPTEMBER 27, 2017

Again, this month we hear of another data breach that will impact approximately 143 million Americans, exposing personal consumer Social Security numbers, birth dates, addresses and driver’s license numbers. This KBA process is still predominantly used in today’s contact centres. KBA provides the “something you know.”

Average Handle Time 28

Average Handle Time Data Customer Service Representative Knowledge Base 28

Talkdesk

MAY 6, 2020

With the recent announcement of Talkdesk CX Cloud™, Talkdesk tackles one of the most painful and frustrating issues that customer-focused companies face: trying to deliver great customer experiences in the contact center while improving operational efficiency and reducing costs.

Contact Center 80

Contact Center Self Service Competitive Advantage CRM 80

Verint

JULY 26, 2017

Customers are making digital cries for help about all of their interactions with a brand, including the web experience, the contact center experience, the store experience and the partner experience. All of us have an opportunity to look at this data and take a broader view.

Contact Center 34

Contact Center Culture Trends Interaction 34

Verint

APRIL 20, 2018

As one of the UK’s leading home assistance providers, HomeServe contact centers process almost 2 million calls per year. The company wanted to gain stronger insights into the quality of its customer service, so it turned to Verint Speech Analytics for the insights it needed to quickly address issues such as hold times and repeat calls.

Contact Center 22

Contact Center Analytics Customer Journeys Customers 22

Verint

JANUARY 22, 2018

quintillion bytes of data. Businesses are overwhelmed, and many are ill-equipped to extract meaningful and actionable information from all this data. Capturing this data has spawned a burgeoning market for analytics and related business intelligence tools. Every day the world generates 2.5

Analytics 29

Analytics Survey Customer Satisfaction Feedback 29

Verint

SEPTEMBER 21, 2017

Aberdeen research found that errors and delays in back-office processing were the number two cause of customer dissatisfaction. Management processes. The example Minkara gave was the recent hurricanes.

Customer Centricity 37

Customer Centricity Insurance Groups Contact Center 37

Avaya

SEPTEMBER 6, 2018

Sustainable, agile transformation should work to elevate VoC by capturing customers’ expectations, preferences and aversions. Without a successful VoC program, it’s nearly impossible to create value-driven, customer-focused change. It just won’t work. How are companies doing when it comes to VoC, then?

Communication 43

Communication Customer Expectations Survey Touchpoint 43

Call Experts

JUNE 3, 2022

If a customer is looking for a high-quality product, then it’s the company’s responsibility to find ways to increase revenue. To understand what customers are looking for, you must research competitors, analyze data, run surveys, and do your best to get as much information about your target market as possible.

Contact Center 98

Contact Center e-support Customer Service Representative Exceptional Customer Service 98

Verint

OCTOBER 30, 2017

Top 5 Best Practices for Extending WFO Beyond the Contact Center. The contact center is often just the start of the customer’s journey. Empower Your Employees with More Data, More Automation. November 9; Online Webinar. November 15; Online Webinar.

Self Service 6

Self Service Contact Center Engagement Groups 6

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Verint

JULY 28, 2017

In a recent ETCIO.com article , Firstsource’s Aparajita Gupta, senior vice president, digital support and analytics, describes how using Verint Speech and Text Analytics helped the India-based business process outsourcer analyze huge volumes of data and—importantly for its customers—find root causes to a variety of challenges.

Analytics 28

Analytics Data Social Media Customer Focused 28

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Verint

NOVEMBER 28, 2017

Overall, the goal is to engage the customer using multiple modalities in line with customer preferences. However, to do this successfully, the branch must have access to the same data and experiences as the customer.

Banking 37

Banking Knowledge Base CRM Financial 37

Comm100

DECEMBER 11, 2017

Having an organizational framework that is aligned with customer experience is important because all the employees have to chip in. Knowing your customer allows you to select the best communication channels to use for better CX. Here are 10 first steps to improve your customer experience. Customer-Focused Culture.

Customer Experience 118

Customer Experience Social Media Self Service Multi-Channel 118

Verint

MARCH 29, 2018

and author of Before Happiness and The Happiness Advantage, will be a keynote speaker at the Verint Engage global customer conference at the Sheraton Dallas Hotel May 14 – 17. Shawn Achor, founder, GoodThink, Inc.

Engagement 23

Engagement Conference Hotels Innovation 23

Verint

DECEMBER 13, 2017

Increase Employee Engagement by Providing Transparency. Now that you can autoscore all of your calls, it is important to use this data to improve your operations.

Average Handle Time 26

Average Handle Time First Call Resolution Employee Engagement Software 26