Lumoa

AUGUST 25, 2019

Sometimes, asking your customers for open-ended feedback can be better than giving a long survey to answer. When you ask for open-ended feedback, the respondent usually comments on what they experienced to be the most critical things in the interaction they just had with your company.

Feedback 182

Feedback Survey Interaction Company 182

Beyond Philosophy

AUGUST 25, 2019

Imagine you are selling a used car. Now, imagine your surprise that the person who wants to buy it is your brother. How would that be different from selling your vehicle to a stranger? Would you haggle as hard? (Now, to be fair, if it was my brother Neil, my answer is yes.). People act differently in various types of relationships and transactions. This distinction between these two types of situations is something that psychologists have studied, and the subject of our recent podcast.

Customer Expectations 143

Customer Expectations Interaction Customers Loyalty 143

UJET

AUGUST 25, 2019

Contact-Center-as-a-Service (CCaaS) providers like to make big promises. Some go as far as saying they have every currently available feature and tool and will fill all your support needs. Let’s go down the list: Voice. IVR. Web chat (desktop and mobile). Email. Text (SMS/MMS). RCS ready. In-app VoIP. In-app Chat. In-app text. Visual IVR. Chatbots. Artificial intelligence.

Self Service 74

Self Service Chatbots Contact Center Communication 74

Forrester's Customer Insights

AUGUST 25, 2019

Dave Bartoletti and I need your help. Most core software systems – your most important middle and back office transactional and record-keeping business apps – are too inflexible, outdated, and chaotic to give companies the flexibility they need to win, serve, and retain customers. We all know they need to be modernized to reduce the drag of technical debt, to derive greater insights […].

Technology 43

Technology Software System Company 43

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Optimove

AUGUST 25, 2019

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