Fri.Oct 21, 2016

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Exploring Multiple Emotions During Contact Center Interactions

Experience Matters

In a previous post, I discussed results from a joint study that we conducted with Mattersight Personality Labs (MPL) to examine customer emotions within contact center interactions. MPL isolated the occurrence of four specific emotions: joy, anger, sadness, and fear in more than 118,000 calls across 11 large brands. In addition to detecting the customer emotion, […].

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Guest Blog: Why Salespeople Must Surface their Inner Chameleon – and How to Do It

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Merrick Rosenberg, explains how important it is for salespeople to incorporate personality style into the selling process. I have always been fascinated by personality styles and feel they can be a helpful tool for building strong customer relationships. – Shep Hyken. Every salesperson knows that long-term customer relationships are the key to success.

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Reinventing Digital Marketing and More | CMO Perspectives (21st October, 2016)

Customer Interactions

In this week’s CMO Perspectives it is painfully apparent that the need to understand and embrace technology, analytics and big data will lead the charge between what makes a successful CMO and the ones left behind; We feature Avi Dan for Forbes on why many CMOs will fail in the era of Big Data. Jennifer Lonoff Schiff [CIO.com] lists 3 of 7 attributes of successful CMOs relating to big data and technology; While our Tweet of the Week is from @MargaretMolloy tweeting about the #CMOclubsummit, with

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Heads in the Cloud: Digital Natives and Unified Communications

Avaya

Millennial—a four-syllable word that may as well be a four-letter one. Millennials are polarizing, and everyone seems to have an opinion about Gen Y, especially when it comes to the workplace. For many 20- and 30-somethings in the workforce, an unfortunate reality is a stigma around their generation—a disdain for their unwillingness to cope with the status quo of conventional workplace policies.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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What is the Net Promoter Score and How SaaS Companies Can Benefit from It

LiveChat

Times when companies used surveys that include tons of questions about a product or service are gone for good. Customers don’t have time to answer these and managers to draw conclusions from them. That’s why NPS is like a salvation for the SaaS industry. It’s the quickest road they can choose to get customers’ feedback. What is Net Promoter Score. Net Promoter Score (NPS) is a management tool that is used to measure the loyalty of a company’s customers.

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3 ways for businesses to improve telephone customer service

Eptica

Date: Friday, October 21, 2016 3 ways for businesses to improve telephone customer service. Published on: October 21, 2016. Author: Derek Lewis In a multichannel world, the telephone is no longer the default choice of consumers when they want to make contact with an organization. However, it is still vital, particularly for more involved conversations when customers want the reassurance of speaking to an agent, rather than using digital channels.

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IP Office Leads the Way: How Doubling Down in One Product Area Can Drive Best Practices

Avaya

Just over a month ago, we released the latest version of Avaya IP Office , one of the most popular SMB/MM UC systems on the market today. Over the past year, we’ve doubled the number of partners who are offering IP Office as a cloud deployment and have now shipped more than half a million systems globally—but this kind of success didn’t come overnight.