Beyond Philosophy

OCTOBER 24, 2014

Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best experience for their Customers that they could. At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. So what are these? Ensuring the management doesn’t get in the way.

ROI 75

ROI Net Promoter Score CEM Conference 75

Verint

AUGUST 31, 2017

Engage APAC Customer and Partner Conference 2017. Verint will gather attendees from all over the Asia Pacific region and around the world for this event to highlight customer success, solution innovation, customer experience (CX) insights and best practices for maximizing customer and employee engagement.

Culture 27

Culture Engagement Customer Service Conference 27

Verint

NOVEMBER 1, 2017

These capabilities can actually empower employees and make their lives—and those of your customers—even better. Using technology to automate your quality program—from scoring through coaching—can produce real-life benefits for your quality team, as well as your frontline employees, your customers and your company.

Data 26

Data Employee Engagement Groups Technology 26

Tricia Morris

OCTOBER 22, 2015

This typically leaves employees feeling the organization doesn’t offer much information at all, or if they do, that’s it not current or accessible. And whether that perception permeates HR, IT, marketing, sales or customer service, it erodes employee engagement and ultimately, overall business success. Engagement.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 40

Verint

MAY 1, 2018

Today Verint announces a line-up of conferences and digital events taking place in May that focus on digital and omnichannel customer service, GDPR compliance, automation and artificial intelligence, as well as the upcoming Engage TM global customer conference. May 10; Online Webinar. May 29; Online Webinar.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

Verint

JUNE 1, 2017

June 5-8; Online Webinar. CRMXchange QA & Analytics Virtual Conference. Verint’s Kristyn Emenecker, global vice president, product strategy group, will present “Quality Is a Contact Sport: Human Intelligence in an Artificial Intelligence World” on June 5 at 2 p.m.

Sports 30

Sports Conference Analytics Groups 30

Verint

MARCH 23, 2018

In a 2017 Aberdeen Group study, errors and delays in the back office are the #2 cause of customer dissatisfaction. These factors are not just impacting the customer experience—they’re also costing companies thousands of dollars in lost capacity and productivity. 1 Why is this the case?

Customer Service 30

Customer Service Banking Insurance Groups 30

Verint

DECEMBER 12, 2017

For even greater value, organizations can then shift resources from manually evaluating calls to where they can make more significant impact: coaching employees on the specific skills they need to improve. Increasing both customer and employee satisfaction are at stake. Want to learn more?

Contact Center 30

Contact Center Call Recording Resources Technology 30

Verint

SEPTEMBER 6, 2017

And according to the #Being13 Study conducted by CNN, some 13-year-olds—future employees—check their social accounts as much as 100 times per day. So businesses will be better served by allowing employees to remain socially connected, but at designated times of the day.

Social Media 36

Social Media Study Analytics Engagement 36

Beyond Philosophy

JULY 5, 2017

But I see the same thing in the businesses we help at our customer experience consultancy. Mission statements and aspirations are great, but standing alone, they don’t inspire employees or lead to concrete actions that improve the customer experience. At Beyond Philosophy, we call this a Customer Experience Strategy.

Consulting 130

Consulting Employee Engagement Customer Experience Examples 130

Verint

OCTOBER 30, 2017

November 9; Online Webinar. The contact center is often just the start of the customer’s journey. After the order or inquiry is received, the work is executed in back-office processing areas that often lack the solutions and processes to maximize performance and meet ever-growing speed and accuracy customer expectations.

Self Service 6

Self Service Contact Center Engagement Groups 6

Michel Falcon Experience

OCTOBER 21, 2015

If you want your customers to truly become loyal to your service or product then your customer experience needs a strategy. It’s common for me to open my keynote speaking engagements by asking the audience two questions, so I can gain context around where they are at in their customer experience development plans.

Strategy 68

Strategy Customer Experience Net Promoter Score NPS 68

Michel Falcon Experience

FEBRUARY 19, 2016

If you’re reading this, you most likely have a career in customer experience. Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. Hosted free webinars. If this strategy worked for me, surely it will work for you too!

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Tricia Morris

SEPTEMBER 4, 2015

The 2015 Employee Engagement Trends Report shows customer service employees are among the least engaged, falling behind human resources, sales, marketing, engineering, R & D, operations, finance and IT (in that order) when it comes to on-the-job engagement. Cost Center or Value Center.

Engagement 40

Engagement Customer Service Customer Service Representative Employee Engagement 40

Tricia Morris

JUNE 26, 2015

Sometimes an investment or a culture change supporting customer service is a hard sell to the CEO and the C-suite. So to help make the case, here are six things every CEO should know about the importance of customer service: 1. companies alone each year due to poor customer service. Let’s face it. It’s a challenging role.

Customer Service 40

Customer Service Net Promoter Score Poor Customer Service Customer Service Representative 40

Tricia Morris

DECEMBER 11, 2015

So what does this team of characters from Star Wars have to do with customer service? Individuals with different but key strengths (leadership, knowledge, technical expertise and care) can form a powerful customer service team. Read 7 Customer Service Lessons from a Jedi Master ). It reminds me that: 1.

Customer Service 40

Customer Service Culture Customer Focused Leadership 40