Remove Contact Center Remove Customer Service Remove Leadership Remove Multi-Channel

Speech Analytics: Changing the Game for Contact Center Technology

NICE inContact

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. Customer Experience is a BIG Puzzle.

inContact is now NICE inContact – One Leadership Brand

NICE inContact

We’re relentlessly driving a new age of customer experience because we believe one-on-one customer interactions have a real and lasting impact on people’s lives. Everything we are doing as a company across our CXone product offering, our expert services, and our partner ecosystem that includes DEVone , is anchored in that belief. We are now NICE inContact to further claim our market leadership position as one company with NICE.

Article on Customer Service Trends

Brad Cleveland

Sam Del Rowe recently wrote an article for www.destinationcrm.com titled “The Top Customer Service Trends: Building Better Service Beyond Voice.”

The Best Managed Contact Centers: #7 – They View the Contact Center as a Total Process ?

Brad Cleveland

Contact centers that consistently get the best results view the operation as a total process. This viewpoint takes many forms: Ensure that everyone in the contact center, and those with key supporting roles outside the center, have a basic understanding of how contact centers operate.

Top Priorities in Customer-Centric Contact Centers

RapportBoost

Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. There are many channels and customers often have strong preferences.

The Contact Center’s Role in Building Self-Service Channels

Brad Cleveland

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels.

The Contact Center’s Role in Building Self-Service Channels

Brad Cleveland

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels.

The Best Managed Contact Centers: #12 – They See the Possibilities

Brad Cleveland

The contact center profession has come a long way in recent years. Customer expectations are high, and for good reason. For the most part, contact centers have learned how to deliver. Collectively, they have invested billions in equipment, networks and software.

Building Brand Engagement with Multichannel Services

Brad Cleveland

Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Videos Brad Cleveland leadership multichannel

New Technology: Leadership Is Essential

Brad Cleveland

Effective leadership requires a multifaceted approach, and a few important recommendations come to mind: Keep your eyes on the prize. New technologies are not passive — to get good results, they must be implemented with foresight and good planning.

Building a Customer Service Ecosystem

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Leadership Multi-channel Support Videos Brad Cleveland customer access strategy leadership Nabil Doss service ecosystem

Three Major Customer Service Trends

Brad Cleveland

Take a minute to reflect on how customer service continues to evolve at your organization. If you missed the December issue of my Edge of Service™ Newsletter, you might enjoy reading about three predictions that I have for 2017. We are well into 2017. How’s it going?

Communicating Access Alternatives to Customers

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Social Media Videos Brad Cleveland customer access customer access strategy customer experience customer relationships multichannel

Encouraging Customers to Use Self-Service

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Self-service Videos Brad Cleveland customer experience customer relationships self-service

eCornell Videos: Delivering Consistent Service

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Leadership Multi-channel Support Videos Brad Cleveland customer access customer access strategy

Video 28

Building Brand Engagement with Multichannel Services

Brad Cleveland

Is Social Media a Risk?

Brad Cleveland

Call Center Contact Center Customer Service Leadership Multi-channel Support Social Media Videos leadership

How Will the Internet of Things Affect Customer Service?

Brad Cleveland

As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. IoT refers to the connection of wireless devices to the Internet and to each other.

Communicating Access Alternatives to Customers

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Leadership Multi-channel Support Videos Brad Cleveland customer access customer access strategy leadership multichannel

Staffing for Mobile

Brad Cleveland

The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right

Brad Cleveland

The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU).

Recent WebTV Interview on Customer Service Trends

Brad Cleveland

In this 12-minute interview, we discuss the trends shaping service and how to meet today’s fast-evolving customer expectations. Earlier this week, I joined Laura Sikorski on the WebTV show, Sikorski’s Think Abouts.

The Edge of Service™ Newsletter, Issue 20: TEDx: Thriving in an Always-On World

Brad Cleveland

The Edge of Service™ Newsletter, Issue 20: TEDx: Thriving in an Always-On World Being always connected…is it a blessing or a curse? Are we in charge, or are we slaves to our smartphones?

The Edge of Service™ Newsletter, Issue 12: The Keys to Social Customer Service

Brad Cleveland

The Edge of Service™ Newsletter, Issue 12: The Keys to Social Customer Service Being part of “the conversation”—listening to customers and interacting with them where they are—was until recently a powerful differentiator.

The Magnitude of Mobile

Brad Cleveland

Cisco) There will be 200 billion connected smart devices … Call Center Contact Center Customer Service Leadership Mobile Multi-channel Support Research/Statistics Brad Cleveland Customer service statistics mobile customer service

Mobile Customer Support – It Takes a Cross-Functional, Unified Strategy

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Mobile Multi-channel Support Videos customer access strategy leadership mobile customer service

Documenting Your Customer Access Strategy

Brad Cleveland

Customer access strategies are like business plans in that some are well documented and others exist only in pieces and in the heads of various managers.

The Edge of Service™ Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink

Brad Cleveland

The Edge of Service™ Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink Imagine dropping onto Earth from another planet. Your task is to explore our economy—jobs, what we produce, and how we hire and train people for those roles.

The Single Customer View – Myth or Reality

Brad Cleveland

“Is the Single Customer View a realistic ambition or just a pipe dream talked about at conferences?” Call Center Contact Center Customer Service Leadership Multi-channel Support Workforce Management Brad Cleveland CallCentre.co.uk That’s the question asked in the latest CCE Board of Experts “ask the experts” article by Hannah Brewer. It can be viewed here: [link].

Four Keys to Retaining Millennial Customers

Brad Cleveland

It was great to be included in an article Telus International put together on retaining millennial customers. The article focuses on the financial services industry, but the principles apply to many other industries. Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Research/Statistics Self-service Social Media BlastMedia Brad Cleveland customer experience customer loyalty Due leadership Telus international

How to Lead CX Transformation in a Customer-Focused Tech Organization

Customer Bliss

You need a plan and you need to take baby steps,” said Sue Martin Homes , Global VP of Customer Service at Newegg , the leading tech-focused e-retailer in North America. Customer Experience Leadership Means Being a Team Player. “You can’t change Rome in a day.

Omni-channel, Schmomni-channel

Avaya

The buzzword in Customer Service and Contact Centers over the past few years has been omni-channel. Let’s think a little bit about the history of customer service. These channels acted independently, and for 90% of businesses today, still do.

2015 Temkin Group CX Vendor Excellence Award Winners

Experience Matters

In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), The result: happy, loyal customers. 2) Make the case : Winning brands win the hearts of their customers.

Groups 198

inContact is now NICE inContact – One Leadership Brand

NICE inContact

We’re relentlessly driving a new age of customer experience because we believe one-on-one customer interactions have a real and lasting impact on people’s lives. Everything we are doing as a company across our CXone product offering, our expert services, and our partner ecosystem that includes DEVone , is anchored in that belief. We are now NICE inContact to further claim our market leadership position as one company with NICE.