INDUSTRY INSIGHTS YOUR PEERS ARE READING
According to the latest 2016 Dimension Data Global Contact Centre Benchmarking Report 1 digital volumes handled by the contact centre are on track to exceed phone contacts by the end of 2016. Across virtually all digital channels, significant annual growth is being reported from most geographies. This supports the reality that the quest to deliver exemplarity Customer Experience (Cx) is now widely recognized as the top reason for offering digital self-service and assisted service channels. MORE
Every interaction with your customer is a customer service interaction. The post ‘Everybody’ customer interaction appeared first on Blog | NewVoiceMedia. MORE
ahm is a no-nonsense health insurance company that has been doing business for over 40 years and has over 700,000 ahm members. MORE
Using John Kotter’s distinction between leaders and managers , the HBR article suggests that both “leader-type” and “manager-type” CEOs spend considerable time interacting with others. Leadership involves high levels of human interaction and effective communication. The post Lead People Not Technology: Interacting to Succeed appeared first on Joseph Michelli. MORE
At the simplest level, an IVR (Interactive Voice Response) is an automated interface that allows you to interact with callers to gather data, and potentially resolve an issue without having to direct that caller to an agent. This shortens call handle times and frees up agent resources to handle more complex interactions. The ability to automate some basic interactions, reducing agent churn and increasing availability of those automated interactions to – ideally – 24/7/365. MORE
Voice input and connected devices are changing how people interact with software and each other, altering our notions of UX Design. If you grew up watching Star Trek you saw Captain Kirk speaking directly to his ship. Not only did he give the ship commands, but the ship would speak back. MORE
Interactions 2019 welcomes actor, investor, entrepreneur and philanthropist, Ashton Kutcher, as keynote speaker! Register today for Interactions 2019, and don’t miss your exclusive opportunity to hear Ashton Kutcher discuss his life, career and passions. MORE
We’re excited to let you know that Interactions 2020 registration is officially open, and you can take advantage of our special Super Saver rate by registering now! The post Enjoy the Super Saver Rate for Interactions 2020 appeared first on NICE inContact Blog. MORE
Every interaction we have with our customer influences whether or not they will return. The first part of your interaction should demonstrate you can see the problem they’re suffering. MORE
However, there are ways to help both sides of the interaction, agent and customers, and it starts with your response. Here are 3 ways to provide success in these types of contact center interactions: 1) Don’t Try to Win. Be sure your employees understand your guidelines for acceptable resolutions as well as their spheres of influence — and when the interaction may need to be escalated. MORE
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, […]. Customer Connectedness Customer experience Emotion MORE
How will we top Interactions 2018? this is our first opportunity to come to an Interactions event. And speaking of speakers… What else makes Interactions so great? Why not put your thought-leader chops to work and share your story at Interactions 2019? MORE
Here are five essential things customer expect from their customer service interactions—and what you can do to make sure they’re satisfied. Customer service is not supposed to be reactionary. MORE
“When Interactions started out in 2004, a streamlined customer experience certainly wasn’t considered the business necessity that it is today. Michael Iacobucci, longstanding CEO of Interactions. The post Interactions Celebrates 15 Years appeared first on Interactions. MORE
Interactive voice response (IVR) has been a staple of customer service for many years. Front-end IVR allows the collection of data from the caller, which enables you to optimize routing and—once the caller is connected to an agent—personalize the interaction. Offloading interactions from costly agent-assisted voice calls to the IVR will reduce call volume for your agents, which in turn helps reduce queue times. Offload Routine Interactions. MORE
By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors. Investing in overall brand experience for customers is one of the most important aspects of any business. MORE
We’re excited to let you know that Interactions 2020 registration is officially open, and you can take advantage of our special Super Saver rate by registering now! Come join us from May 11 – 13 in fabulous Las Vegas at the Caesar’s Forum Conference Center, attached to the newly renovated Harrah’s Hotel, for all the expert speakers and informative breakout sessions Interactions is famous for. MORE
If you are able to treat customers as individuals by personalizing their experiences, they will reward your dedication with loyalty of their own. Read More. Jacada Blog MORE
We just published a Temkin Group report, Humanizing Digital Interactions. This means that how a customer feels about an interaction with a company has an enormous impact on his or her loyalty to that company. Emotions play an integral role in how customers make decisions and form judgments. However, companies tend to ignore customer emotions, […]. MORE
According to the latest 2016 Dimension Data Global Contact Centre Benchmarking Report 1 digital volumes handled by the contact centre are on track to exceed phone contacts by the end of 2016. Across virtually all digital channels, significant annual growth is being reported from most geographies. This supports the reality that the quest to deliver exemplarity Customer Experience (Cx) is now widely recognized as the top reason for offering digital self-service and assisted service channels. MORE
What RPA can do is alleviate an employee’s workload of time-consuming and repetitive tasks and allow the employee to focus on higher quality customer interactions. The post Robotic Process Automation Unlocks Human Interactions appeared first on 1to1 Media. MORE
We’re elated to announce NetBase as the first sentiment analysis platform to offer the real-time, aggressive approach brands have been craving, with an interactive AI Battlebot that will knock your socks off. Interactive Awesomeness. When online speaks, we listen. MORE
Interactions EMEA 2019 welcomes award-winning actor, comedian, journalist, television presenter and film director – Stephen Fry as our celebrity keynote speaker! The post Interactions EMEA Welcomes Stephen Fry as Keynote appeared first on NICE inContact Blog. Advantages of the Cloud Contact Center Trends & Insights Interactions NICE inContact CXone MORE
I’ve noticed a lot of blogs and articles and general gripes lately about why SXSW Interactive has jumped the shark. It’s fashionable to post emphatically about how there’s no appeal to the massive conference tackling digital and interactive trends each March. More Posts - Website Follow Me: The post 5 Reasons Never to Miss SXSW Interactive appeared first on Customer Experience Consulting. MORE
The Interactions 2018 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. With so much to see and do in three days, make sure to get the most out of your time at Interactions 2018 by planning in advance with the Interactions 2018 Agenda Preview ! To receive the special “NICE inContact” pricing for Interactions 2018, use the following discount codes when registering. MORE
We’ve managed to top ourselves again by bringing to inContact’s user conference (ICUC) at NICE Interactions 2017 one of the hottest celebrities on the scene – Alec Baldwin! The post ICUC 2017 at NICE Interactions Welcomes Keynote Speaker – Alec Baldwin! MORE
The Interactions 2019 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. Make sure to get the most out of your visit by planning in advance with the Interactions 2019 Agenda Preview ! Expivia Interaction Marketing Group, Inc. Register today for Interactions 2019 at the Early Bird rate of $1,395. The post Create Your Learning Experience at Interactions 2019–Agenda Preview Now Available! MORE
We invite you to watch the interactive video (and enjoy the references we make along the way). Recently, Head of Automation Scott Merritt sat down with the TechTalk team and discussed the ways in which organizations seek to benefit from customer service automation. MORE
Give Customers What They Want: Fast Action and Human Interaction. The post Elevated Customer Experience Means Fast Action and Human Interaction appeared first on inContact Blog. With the inclusion of so many technologies, and more coming, companies may be wondering what customers want? MORE
I’m about to do the same with emotion and customer interaction for customer service and inside sales teams. Continue reading Emotions & Customer Interaction at BrainFood. Customer Experience customer interaction emotion Emotive CXI’m on a mission and I need your help. Some of you will know about the P&Q Challenge I run. Now four years old, it has attracted hundreds of contact centres who have collaboratively redesigned their approach to quality management. MORE
There was a time when customers only had a single choice when it came to contacting a company's customer service department. They had to dial a number to reach the department by phone—and make sure that they did so during the company's customer service department's hours of operation. Read More. MORE
CX Myth #5: Wow Customers During Every Interaction What’s Wrong: While it may be appealing to think about creating an amazing experience every time you touch a customer, it’s just not appropriate or practical. All interactions should aim to meet your target customers’ success, effort, and emotional expectations, but in many cases they aren’t looking to be wowed. And if we put the same energy into all interactions, then we are underinvesting Read More. MORE
The post Galileo: A True Interactive Visionary appeared first on Storyminers. Many of you know that I started one of the world’s first digital agencies in 1992 with my business partner and creative director, Jackie Goldstein. We called it GALILEO. MORE
If your manager still hasn’t committed to sending you or your colleagues to Interactions 2018, there are some powerful reasons you can share. At Interactions 2018, you’ll be interacting with your peers from other business segments in addition to industry experts. MORE
Interaction Related Topics NICE inContact
AUGUST 8, 2019
We’re excited to let you know that Interactions 2020 registration is officially open, and you can take advantage of our special Super Saver rate by registering now! The post Enjoy the Super Saver Rate for Interactions 2020 appeared first on NICE inContact Blog.
NICE inContact
APRIL 16, 2019
Interactions EMEA 2019 welcomes award-winning actor, comedian, journalist, television presenter and film director – Stephen Fry as our celebrity keynote speaker! The post Interactions EMEA Welcomes Stephen Fry as Keynote appeared first on NICE inContact Blog. Advantages of the Cloud Contact Center Trends & Insights Interactions NICE inContact CXone
NICE inContact
AUGUST 21, 2018
How will we top Interactions 2018? this is our first opportunity to come to an Interactions event. And speaking of speakers… What else makes Interactions so great? Why not put your thought-leader chops to work and share your story at Interactions 2019?
MaritzCX
SEPTEMBER 24, 2019
ahm is a no-nonsense health insurance company that has been doing business for over 40 years and has over 700,000 ahm members.
NICE inContact
AUGUST 8, 2019
We’re excited to let you know that Interactions 2020 registration is officially open, and you can take advantage of our special Super Saver rate by registering now! Come join us from May 11 – 13 in fabulous Las Vegas at the Caesar’s Forum Conference Center, attached to the newly renovated Harrah’s Hotel, for all the expert speakers and informative breakout sessions Interactions is famous for.
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NICE inContact
MAY 10, 2019
However, there are ways to help both sides of the interaction, agent and customers, and it starts with your response. Here are 3 ways to provide success in these types of contact center interactions: 1) Don’t Try to Win. Be sure your employees understand your guidelines for acceptable resolutions as well as their spheres of influence — and when the interaction may need to be escalated.
NICE inContact
NOVEMBER 6, 2018
Interactions 2019 welcomes actor, investor, entrepreneur and philanthropist, Ashton Kutcher, as keynote speaker! Register today for Interactions 2019, and don’t miss your exclusive opportunity to hear Ashton Kutcher discuss his life, career and passions.
Interactions
OCTOBER 17, 2019
“When Interactions started out in 2004, a streamlined customer experience certainly wasn’t considered the business necessity that it is today. Michael Iacobucci, longstanding CEO of Interactions. The post Interactions Celebrates 15 Years appeared first on Interactions.
NewVoiceMedia
AUGUST 4, 2015
Every interaction with your customer is a customer service interaction. The post ‘Everybody’ customer interaction appeared first on Blog | NewVoiceMedia.
|
CSM Magazine
NOVEMBER 7, 2018
By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors. Investing in overall brand experience for customers is one of the most important aspects of any business.
Experience Matters
DECEMBER 5, 2018
CX Myth #5: Wow Customers During Every Interaction What’s Wrong: While it may be appealing to think about creating an amazing experience every time you touch a customer, it’s just not appropriate or practical. All interactions should aim to meet your target customers’ success, effort, and emotional expectations, but in many cases they aren’t looking to be wowed. And if we put the same energy into all interactions, then we are underinvesting Read More.
Help.com
SEPTEMBER 11, 2018
Here are five essential things customer expect from their customer service interactions—and what you can do to make sure they’re satisfied. Customer service is not supposed to be reactionary.
NICE inContact
MARCH 29, 2019
At the simplest level, an IVR (Interactive Voice Response) is an automated interface that allows you to interact with callers to gather data, and potentially resolve an issue without having to direct that caller to an agent. This shortens call handle times and frees up agent resources to handle more complex interactions. The ability to automate some basic interactions, reducing agent churn and increasing availability of those automated interactions to – ideally – 24/7/365.
Speaker: Shep Hyken, Bestselling Author & Customer Experience Expert
By the end of this webinar, you will know: How to reduce friction in your customer interactions. A revolution in customer convenience is currently underway, disrupting old business models and driving rapid innovations.
Experience Matters
OCTOBER 21, 2016
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, […]. Customer Connectedness Customer experience Emotion
NICE inContact
FEBRUARY 14, 2019
The Interactions 2019 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. Make sure to get the most out of your visit by planning in advance with the Interactions 2019 Agenda Preview ! Expivia Interaction Marketing Group, Inc. Register today for Interactions 2019 at the Early Bird rate of $1,395. The post Create Your Learning Experience at Interactions 2019–Agenda Preview Now Available!
Kayako
MARCH 21, 2017
Every interaction we have with our customer influences whether or not they will return. The first part of your interaction should demonstrate you can see the problem they’re suffering.
Michelli Experience
OCTOBER 17, 2017
Using John Kotter’s distinction between leaders and managers , the HBR article suggests that both “leader-type” and “manager-type” CEOs spend considerable time interacting with others. Leadership involves high levels of human interaction and effective communication. The post Lead People Not Technology: Interacting to Succeed appeared first on Joseph Michelli.
Jacada
JULY 26, 2019
We invite you to watch the interactive video (and enjoy the references we make along the way). Recently, Head of Automation Scott Merritt sat down with the TechTalk team and discussed the ways in which organizations seek to benefit from customer service automation.
NICE inContact
JANUARY 19, 2017
We’ve managed to top ourselves again by bringing to inContact’s user conference (ICUC) at NICE Interactions 2017 one of the hottest celebrities on the scene – Alec Baldwin! The post ICUC 2017 at NICE Interactions Welcomes Keynote Speaker – Alec Baldwin!
NICE inContact
JUNE 21, 2017
Give Customers What They Want: Fast Action and Human Interaction. The post Elevated Customer Experience Means Fast Action and Human Interaction appeared first on inContact Blog. With the inclusion of so many technologies, and more coming, companies may be wondering what customers want?
Jacada
APRIL 18, 2017
If you are able to treat customers as individuals by personalizing their experiences, they will reward your dedication with loyalty of their own. Read More. Jacada Blog
Think Customers
SEPTEMBER 17, 2019
What RPA can do is alleviate an employee’s workload of time-consuming and repetitive tasks and allow the employee to focus on higher quality customer interactions. The post Robotic Process Automation Unlocks Human Interactions appeared first on 1to1 Media.
Jacada
JANUARY 27, 2017
According to the latest 2016 Dimension Data Global Contact Centre Benchmarking Report 1 digital volumes handled by the contact centre are on track to exceed phone contacts by the end of 2016. Across virtually all digital channels, significant annual growth is being reported from most geographies. This supports the reality that the quest to deliver exemplarity Customer Experience (Cx) is now widely recognized as the top reason for offering digital self-service and assisted service channels.
Jacada
JANUARY 27, 2017
According to the latest 2016 Dimension Data Global Contact Centre Benchmarking Report 1 digital volumes handled by the contact centre are on track to exceed phone contacts by the end of 2016. Across virtually all digital channels, significant annual growth is being reported from most geographies. This supports the reality that the quest to deliver exemplarity Customer Experience (Cx) is now widely recognized as the top reason for offering digital self-service and assisted service channels.
Storyminers
JANUARY 12, 2017
The post Galileo: A True Interactive Visionary appeared first on Storyminers. Many of you know that I started one of the world’s first digital agencies in 1992 with my business partner and creative director, Jackie Goldstein. We called it GALILEO.
Speaker: Scott McKain, Business Consultant, Bestselling Author, Speaker
This webinar will explore how a professional or an organization can create distinction to stand out in their industry. In a business landscape with many iconic companies, many organizations struggle with how to become noteworthy.
Experience Investigators by 360Connext
MARCH 18, 2015
I’ve noticed a lot of blogs and articles and general gripes lately about why SXSW Interactive has jumped the shark. It’s fashionable to post emphatically about how there’s no appeal to the massive conference tackling digital and interactive trends each March. More Posts - Website Follow Me: The post 5 Reasons Never to Miss SXSW Interactive appeared first on Customer Experience Consulting.
NICE inContact
MARCH 15, 2018
The Interactions 2018 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. With so much to see and do in three days, make sure to get the most out of your time at Interactions 2018 by planning in advance with the Interactions 2018 Agenda Preview ! To receive the special “NICE inContact” pricing for Interactions 2018, use the following discount codes when registering.
NICE inContact
MARCH 8, 2018
If your manager still hasn’t committed to sending you or your colleagues to Interactions 2018, there are some powerful reasons you can share. At Interactions 2018, you’ll be interacting with your peers from other business segments in addition to industry experts.
NetBase
APRIL 1, 2019
We’re elated to announce NetBase as the first sentiment analysis platform to offer the real-time, aggressive approach brands have been craving, with an interactive AI Battlebot that will knock your socks off. Interactive Awesomeness. When online speaks, we listen.
Speaker: Tiffany Anderson, Director CX Process/Initiatives, Purchasing Power & Brian Morin, CMO, SmartAction
MaritzCX
MAY 18, 2017
Voice input and connected devices are changing how people interact with software and each other, altering our notions of UX Design. If you grew up watching Star Trek you saw Captain Kirk speaking directly to his ship. Not only did he give the ship commands, but the ship would speak back.
NICE inContact
NOVEMBER 20, 2017
Interactive voice response (IVR) has been a staple of customer service for many years. Front-end IVR allows the collection of data from the caller, which enables you to optimize routing and—once the caller is connected to an agent—personalize the interaction. Offloading interactions from costly agent-assisted voice calls to the IVR will reduce call volume for your agents, which in turn helps reduce queue times. Offload Routine Interactions.
Jacada
MAY 20, 2019
There was a time when customers only had a single choice when it came to contacting a company's customer service department. They had to dial a number to reach the department by phone—and make sure that they did so during the company's customer service department's hours of operation. Read More.
Martin Hill-Wilson
JUNE 11, 2018
I’m about to do the same with emotion and customer interaction for customer service and inside sales teams. Continue reading Emotions & Customer Interaction at BrainFood. Customer Experience customer interaction emotion Emotive CXI’m on a mission and I need your help. Some of you will know about the P&Q Challenge I run. Now four years old, it has attracted hundreds of contact centres who have collaboratively redesigned their approach to quality management.
Speaker: Laura Sikorski, Contact Center Consultant
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