Mon.Jul 08, 2019

The Lost Art of Listening

CX Accelerator

There are many ways to listen. People listen with their eyes, and with their hands (remember the movie: A Quiet Place ). Listening is a central process in the way people survive. If you are not actively listening, critical information is missed. In many cases, the actual words selected do very little to communicate the speaker's intended message. We must reach below the surface to capture the truth. So much to consider when listening to what someone is saying.

Social Media and Customer Experience

Andrew Mcfarland

15 years ago (a lifetime in business) there was some debate and even fear surrounding social media and its place in the customer experience. Now social media is an accepted norm (ho hum) and companies must establish repeatable ways to. Influential Factors - Helpful Customer Service Social Media

Providing The Ultimate User Experience: What You Need To Know About Interactive Document Software


PDF documents are quite popular on both personal and professional levels. They offer the most straightforward format for sharing digital materials such as books and portfolios. However, the standard PDF format seems a bit dull.

Does Your Customer Listening Process Provide Easy Warning?

Wired and Dangerous

Sitting by the window on the top floor of a high-rise Dallas hotel provides an amazing panoramic view. Weather becomes up close and personal. We watched a major rain storm crawl across the distant plains and deliver a hard punch to downtown Dallas streets. It sent pedestrians scurrying for cover.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.



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Astea Company Picnic 2019


At Astea, we are all about bringing our employees together! On June 28th, employees from our Horsham, PA location gathered at Lukens Park for a day of food, drinks, networking and fun.

Meet Anton!


Find out more about the people who bring Dapresy’s products to life… Anton, can you introduce yourself? I started working at Dapresy 4½ years ago after I completed my university studies in industrial engineering and management.

Using AI to reach the elusive millennial market


The post Using AI to reach the elusive millennial market appeared first on Keatext. Customer Experience

Does Cupcake Sprinkles Storytelling convince Clients? Part 1

One Millimeter Mindset

Is your cupcake sprinkles storytelling strategy convincing clients to do business with you? The purpose storytelling serves is more than business garnish. Do you simply throw various business scenarios over the wall, at marketing and public relations professionals? The same way you always have done?

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

Because self-service emergence is increasing, the need to assess the amount of support being given to our customer service reps is more important than ever before. Is there a way to find the right balance between self-service and support?

Brand Reputation Management: How to Craft the Right Strategy



U.S. Women’s Soccer Team Nets All The Online Love


It’s good being Alex Morgan these days, or any member of the U.S. women’s soccer team for that matter, as they’re riding high on a wave of online love as America’s sweethearts on and off the soccer field.

Getting Started with Location Intelligence: Personas

Gravy Analytics Lead Intelligence Blog

When you know where people go in the world, and what they do there, you can learn a lot about their interests, lifestyles, and habits. Anonymous mobile location signals, when properly cleansed, aggregated, and enriched, give marketers access to powerful offline insights.

How Does Coaching Help Global Businesses Keep Teams Aligned


Global businesses may employ hundreds, even thousands, of people. Maintaining fluid operations and stable working routines across multiple countries is a challenge for even the biggest brands with access to the most cutting-edge facilities and resources.

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

Small Business Spotlight: NoHo Cafe


The North Hollywood neighborhood, known as NoHo to the locals, is home to a mix of everything. There are young adults who have just finished college and are moving out for the first time, actors and comedians from the nearby arts school, doctors with their own practices, and local shoppers.

To Recruit The Right Talent Think Like a Baseball Scout

CSM Magazine

This fourth of July, I enjoyed a game at our regional Single-A affiliate stadium, with sun, beer, brats, and great baseball. We also had the pleasure of sitting next to 2 scouts, who were clocking pitches, detailing the stats and performance of every player on the field.

Meet Anton!


Find out more about the people who bring Dapresy’s products to life… Anton, can you introduce yourself? I started working at Dapresy 4½ years ago after I completed my university studies in industrial engineering and management.

How Technology Can Improve Customer Satisfaction in Restaurants

CSM Magazine

If you work in the restaurant industry you know that there’s one thing that matters above all else – customer satisfaction. Of course the food matters, but this should never slip, and is also a sure-fire way to guarantee good customer satisfaction.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Say hello to Jilliane!


Find out more about the people who bring Dapresy’s products to life… Jilliane, can you introduce yourself? I’m Jilliane Friel and currently the Vice President of Customer Success and Project Solutions at Dapresy North America.

Summer Reads From Tech CEOs


“While some [quick short-term solutions] are worth paying in the future, others can become too expensive to justify — and if management does not account for this future interest, they run the risk of becoming bankrupt in the future.” ” – Pini Yakuel, CEO, Optimove.

Focus on Customer QoE from the Customer’s Perspective


A recent survey by McKinsey & Company of 46 telco CTOs around the globe indicated that the second highest priority, after leadership in the local market, for the rollout of 5G is improved customer experience. This indicates that, within Communications Service Providers (CSPs), the teams responsible for long-term technology strategy are clearly focused on customer experience as a key differentiator.

Uncovering The Enterprise Risks Posed By Consumer Connected Devices

Forrester's Customer Insights

Consumer connected devices are presenting increasingly attractive targets to cybercriminals, putting home networks and potentially enterprise assets at risk.

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

The State of AI in the Contact Center 2019


New research from Vanson Bourne shows that almost all (99%) of organizations are using some form of artificial intelligence (AI) in the contact center. That’s great, but just how far along are they in their implementation, and how much further do they have to go?

CX SF 2019: Step Up To The High-Stakes Future Of Experience Design

Forrester's Customer Insights

If you’re a customer experience (CX) professional, you know that experience quality drives growth — Forrester’s data proves it — and that CX is customers’ perceptions of their interactions with your company.

HappyOrNot announces CVM Pawnshop and Money Changer Corp. as a new client

Happy or Not

HappyOrNot is announcing its latest partnership with CVM Pawnshop and Money Changer Corp. Read more about the partnership and comments by the President of CVM Pawnshop and Money Changer Corporation. The post HappyOrNot announces CVM Pawnshop and Money Changer Corp.


FORRward: A Weekly Read For Tech And Marketing Execs

Forrester's Customer Insights

Facebook Has Brought Us To A Tipping Point Facebook is appointing what its leader calls a “supreme court” for resolving issues in content censorship. This oversight board will be appointed by Facebook; therefore, it is fraught with conflict-of-interest from the get-go.

Tips 37

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.