Experience Matters
JUNE 16, 2017
We recently had an experience with Comcast that shows the importance of Customer Journey Thinking™. I’m not sharing this example to pick on Comcast (although it can be an easy target for bad customer experience given its consistently poor performance in the Temkin Experience Ratings), but instead I want to get across a key lesson […].
SuiteCX
JUNE 16, 2017
Over the last 10 years the retail industry has been radically transformed. Whether retailers are ready for it or not, consumers have become hooked on the real-time, personalized world. Consumers expect to get what they want, when they want 24/7. They also expect to be able to order, return and browse in the channel of their choice: online, in store, chat, mobile app etc.
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Uniphore
JUNE 16, 2017
It is well known that metrics have an important role in the success of any call center. Perhaps none more so, regardless of the communication channel, than the Average Handle Time (AHT), which is essentially a management tool to assess how quickly employees are assisting customers. Read More.
SuiteCX
JUNE 16, 2017
Over the last 10 years the retail industry has been radically transformed. Whether retailers are ready for it or not, consumers have become hooked on the real-time, personalized world. Consumers expect to get what they want, when they want 24/7. They also expect to be able to order, return and browse in the channel of their choice: online, in store, chat, mobile app etc.
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Influitive
JUNE 16, 2017
I walked into an all-day meeting back in February, and on one of the tables I saw a piece of notebook paper with my name and a heart written on it. To the side of the paper was a Starbucks tea (I abhor coffee) and a bottle of water.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Topdown
JUNE 16, 2017
In The Future of CCM: Communications-As-A-Service , Forrester VP and Principal Analyst Craig Le Clair ( @CSLeClair ) briefly mentions Twilio as an emerging communications solution that provides APIs to support in-app chat, notifications, SMS/text messaging, picture, voice, and video messaging and user authentication.
Verint
JUNE 16, 2017
I recently spoke with Dataquest India about the growth rate for speech analytics there—I would estimate it’s at least 30% if not higher. In my view, it is becoming standard table stakes not just for the BPO market—which in many cases is being demanded by U.S. and other clients to provide speech analytics insights—but also local players such as the large banks and telecoms.
Brad Cleveland Blog
JUNE 16, 2017
The post Building a Culture of Engaged Employees appeared first on Brad Cleveland.
LiveChat
JUNE 16, 2017
While an SEO is a kind of Internet Bermuda Triangle (no navigation working, no logic seems to apply, people get mysteriously lost), I believe that there is a way for us, captains, to control our course through its waters. Today, I’d like to present you a couple of tips from Brian Dean , the master of SEO himself! As you remember, I already wrote about SEO in “ SEO for Dummies ” post (I encourage you to check it if you’re not sure what kind of animal a long tail keyword is).
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