Computer Vision AI: The Secret Ingredient for Contact Centers


Today’s contact centers face a daunting challenge. And with 51% of Americans now preferring to shop online, the pressure on customer support operations is about to increase exponentially. And that gap was the genesis of the computer vision revolution in customer assistance.

Back to Basics: Contact Center Trending Technology 101

Upstream Works

The world of customer experience management is expanding and growing in complexity at an alarming rate. A channel, to be clear, means a communication vehicle that a customer/member/etc. Why not offer up your customers information that saves them from speaking to an agent?

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Customer Experience Management in 2019

Upstream Works

However, with a firm grasp of some of the advancements that 2018 has brought us, it’s logical to predict that these will continue to make an impact on Customer Experience Management in 2019. Dedicated Desktop and Customer Journey Management.

Understanding Customer Experience Management


What is Customer Experience Management? The goal of CXM — and therefore of any customer experience management software — is to help an organization respond to and exceed customer expectations, helping increase satisfaction, drive loyalty, and reduce churn.

4 Key Strategies for Effective Customer Experience Management

Upstream Works

When we speak of Customer Experience (CX) and strategies for improving it, we need to clearly define the inherent business value. The report also identifies speed of resolution, agent knowledge and ease of contact as key factors which foster that trust and loyalty.

Happy Hour: Wellness in the Contact Center


Jenny Dempsey is a Social Media and Customer Experience Manager at NumberBarn and a health coach at Jenny Dempsey Wellness. Years in the customer service industry as an agent, director and everything in between showed her how important wellness in contact centers is. Thanks to her time in the customer service industry, Jenny’s advice is optimized for contact centers. Call CenterWe live in a busy, non-stop world.

I’m New to Contact Centers. Here Are 5 Things I Learned at ICMI’s Contact Center Expo.


Last week, I attended ICMI’s yearly contact center expo in Fort Lauderdale, Florida. And two, because contact centers are at a particularly transformative point in their existence. Positive Contact Center Culture is Vital to Agents and Customers.

Crush Contact Center Silos to Improve the Customer Experience


Your contact center is hiding some of the richest, most valuable Voice of the Customer (VoC) information you have. You need to crush contact center silos if you are serious about putting the customer first. Bring your contact center into the CX fold.

Why Random Sampling Alone is Not Enough to Ensure Contact Center Quality


Having worked in the contact center industry for many years, I’ve become very familiar with how important random call sampling is to quality assurance. It’s a practice that most, if not all, contact center leaders rely on to measure agent performance and ensure quality customer service.

Is Your Contact Center Ready for the New Year? Set Your 2018 Business Priorities with CCW Digital’s Winter Report


For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy.

VoiceFoundry and SMG Leverage Amazon Connect for New Self-Serve Contact Center Feedback and Measurement Application

CSM Magazine

The integrated solution allows businesses using Amazon Connect to measure the customer experience through an advanced, post-interaction survey—making it easy to gain customer feedback on each interaction. VoiceFoundry is passionate about customer experience.

5 Ways to Wow – The Power of Proactive & Predictive Customer Care

Upstream Works

Earning a customer’s loyalty is the name of the game with customer experience management today. It’s a highly competitive marketplace – with a fickle customer landscape. If you don’t make it easy for your customer, someone else will.

Avaya Named a Leader in Gartner’s Magic Quadrant for Contact Center Infrastructure


Avaya is honored to be recognized as a leader in Gartner’s Magic Quadrant for Contact Center Infrastructure worldwide. Contact centers have gone beyond phone calls with customers now expecting to communicate on their terms via text, IM, email, chat or video.

Avaya Tops in Gartner’s Magic Quadrant for Contact Center Infrastructure


Avaya is honored to be recognized as a leader in Gartner’s Magic Quadrant for Contact Center Infrastructure worldwide. Contact centers have gone beyond phone calls with customers now expecting to communicate on their terms via text, IM, email, chat or video.

4 Ways to Utilize Contact Center Data to Improve the Customer Experience


When all else fails, however, we may have to admit defeat and make the dreaded call to customer service. . One of our main objectives at InMoment is to create products that get rid of the sense of impending doom customers associate with contact centers, and replace it with a state of resolution and peace. ” or “Where can we learn what issues our customers may face so we can correct them before there is an issue?”.

A Closer Look at MiFID II Recording Requirements


The specific customer interactions that are required to be recorded in relation to investment services include: Receipts of client orders. Desktop screen capture: This is an undetectable back-end process that records desktop screen activity during each customer interaction.

MiFID II: What Do You Need to Know?


Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services.

Solution Enhancements Helping Customers Deliver on Critical Customer Service Objectives


The latest enhancements to the Verint Employee Engagement and Engagement Channels suites are based on feedback from our customers and the changing needs of the marketplace. Following are three customer examples of where these advancements are well underway. You talk, we listen.

Verint Helps MSC Industrial Build on Customer Moments of Truth


One of the leading industrial solutions providers in the United States and a longtime Verint customer, MSC Industrial Supply Co. was interested in how it could improve productivity, enhance the customer experience, and keep operating costs down through a single, unified workforce optimization platform.

Verint Speakers: Customer Service First and Moving Analysis to Action


Verint’s Kelly Koelliker, director, global solutions marketing, will present “Innovations and Trends in Customer Service” at 2 p.m. Verint’s Jon Allen, general manager, communities, will present “Redefining ROI: Win BIG with Social Communities” on October 19 at 6:30 p.m.

Senior Leadership Can Be Positive CX Role Models for the Workforce


Organizations are increasingly realizing the critical role that customer experience plays in long-term success. Loyal customers are born from great customer experiences—once your organization can consistently and efficiently meet your customers’ needs, you become the first choice. One way to demonstrate the importance of the customer experience is having senior leadership set the tone.

Digital Cries for Help


Terrible customer service! These are real comments left by real customers on digital comment cards on three different websites. In my work with customers across the globe, one trend is common across all geographies and cultures: the move to digital. It’s often faster, cheaper and easier than traditional means, and customers are demanding it. Organizations that listen—and act—on these digital cries for help will win by creating differentiated customer experiences.

3 Predictive Strategies to Drive Revenue and Impact the Bottom Line


Every customer experience team wants to improve their bottom line, but it’s usually one of the hardest things to make an impact on. While most customer experience platforms focus on increasing NPS because it’s a helpful indicator of customer intention, NPS is ultimately just a more easily measured, less accurate stand-in for true customer loyalty. They might say they really want more color options, but will be providing more customization increase sales?

Marketers – get your heads out of the clouds!

Forrester's Customer Insights

It’s frustrating when a customer exhibits purchase intent, but does’t buy because of friction in the customer journey. It’s worse when a store manager or contact center agent is unaware of a digital promotion. Empowered customers now […].

We’re at a Customer Engagement Tipping Point. Here’s What’s Next.


Engaging customers is no different. It’s the year when your approach to customer engagement can begin a monumental shift—in both process and technology—thanks to expanding innovation and the first waves of touted success using it. Mark Clark of Contact Solutions discusses how the critical nature of customer experience today makes technology innovation so important—and why it has to be done well.

Ready to Soar? Align Your Analytics and Customer Engagement Strategies


What are customers telling you? The answers can drive business and workforce optimization at your organization—by incorporating advanced analytics as part of your customer engagement strategy. At a recent Technology Association of Georgia (TAG) Customer Relationship Management / Customer Experience event at the Atlanta Tech Village , the GM of Advanced Analytics and Data Science from a major airline took part in a panel on predictive analytics and artificial intelligence.

Crowdsourcing QA—How to Tap into Direct, Indirect and Inferred VoC


However, when you make it easy for your customers to offer their insights, you get the feedback you need the most. OpinionLab’s Tim Whiting shares some thoughts based on his experiences in this arena. However, what usually works best during a website redesign is a pervasive path for consumer-initiated feedback from within the digital experience. Website design is something many companies wrestle with—if you ask ten people, you’ll get ten opinions.

5 ways to improve your customer service experience


Customer Experience (CX) is the future of business and companies who don’t get on board will have trouble competing in an evolving marketplace. As companies like Amazon and Uber continue to offer great customer experiences, companies must adjust to consumer’s rising expectations.

The Spotlight Is On the Back Office—Finally!


Managers and executives responsible for the back-office, the non-customer facing area of an organization that processes the goods and service requests of its customers, have been overlooked for a long time.

Calling all CIO’s and CTO’s: Better Customer Experiences Need You


He’s one of the most credible customer experience analysts I’ve talked to in the last 5 years. He told me that the average contact center agent interacts with more than 20 systems on a daily basis. Customer Experience Management is a Big Data Problem.

Three ways to influence how your organization views customers


In a recent blog post and during a panel chat at the recent Qualtrics X4 conference in Salt Lake City, we talked about the many ways you can leverage customer and citizen feedback to help your business or government agency get ahead of operational and business risk. CONTACT US.

The Best Omnichannel Solution for Your Government Agency


There is a need for an omnichannel capability to provide the best customer journey and experience possible. And they want the same from their government agencies: A consistent experience across multiple touch points, both physical and digital. 360-degree look at customer context.

Are Your Customer Care Metrics Customer-Centric?


Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Customer wait time during chat.

Bringing together the most powerful X and O systems for world-class CX


The experience economy has changed the way businesses compete – it’s not just about products and services anymore. It’s about experiences. Experiences drive customer expectations , brand perceptions and can make or break an organization’s success.

Putting the Back Office Front and Center in Your CX Program


In my new blog for Customer Think , I discuss how the impact of the back office should not be underestimated when discussing the customer experience. For many organizations, it’s easier to justify investing in contact center innovation—after all, those employees are the face of the company to the customer, right? In their efforts to make front-line improvements, however, companies can forget the importance of the back office on customer satisfaction.

How Bank of Ireland puts data at the heart of its CX program


Along with the bank’s Customer Experience team, they form part of a newly-formed Chief Marketing Office. As part of our series on CX visionaries , Richard explains the role of data in CX , why bad data is worse than no data, and how banks can improve their customers’ lives.

What is Customer Experience Improvement?


What is Customer Experience Improvement? That’s really the goal of customer experience management, whereas recommendations, high survey scores, repeat purchases, and so forth are all means to this end. how to be in-sync with customers?

How Senior Leadership Can Be Positive CX Role Models


Senior executives ‘walk the walk’ in firms that are truly customer-centric. Senior executive buy-in is high on the list of ingredients for successful customer experience (CX) programs. The next big question is how do you keep it going along the journey to build and maintain a customer-centric culture. It’s important to consider what senior leaders do to set positive CX examples on a regular basis, and how they manage it all.

6 ways to kick-start your CX program


Understand that better CX leads to more loyal customers. Customer experience (CX) programs aren’t just a ‘nice-to-have,’ they deliver actual results and have an impact on your bottom line. Our data shows that better CX leads to more loyal customers.

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In a Word: The Customer Sentiment Index

Bob Hayes

Did you know that CSI can help you understand, in just one word, the health of your customer relationships? I am writing about the Customer Sentiment Index (CSI), a measure based on a single word that customers use to describe a company. Scoring the Customer Sentiment Index.

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