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Digital Interactions Dominate

Jacada

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.

Galileo: A True Interactive Visionary

Storyminers

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.

SXSW Interactive Parties: Meet ReviewTrackers at These Events

ReviewTrackers

Four years ago, our company was named one of the Innovative Web Technologies finalists for SXSW Interactive Accelerator, where we were able to show off the cutting-edge technology that powers our review management software platform. SXSW Interactive Trade Show.

Report: Humanizing Digital Interactions

Experience Matters

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, […].

Recommendations for deploying customer interaction analytics

Customer Interactions

Customer data is increasing at a rapid rate with customers interacting more frequently online. They are using social media and communities to research products and services as well as sharing good and bad experiences with their peers. Enterprises need to harness this customer data and link it to customer service calls in order to adapt and improve the customer experience across all channels

Examining 10 Emotions, 8 Interactions, and Resulting Loyalty

Experience Matters

As part of our push to drive more detailed discussions about emotion, we examined the emotions that consumers feel after specific interactions. Any regular reader of this blog likely knows that emotion is a key topic for Temkin Group. We labelled 2016 as The Year of Emotion and operationalizing emotion is one of our 2017 CX trends. It turns out that […]. Customer experience Emotion

Creating Perfect Experiences at Interactions 2015

Customer Interactions

More than 1,500 attendees, consisting of customers, industry leaders and experts, gathered on June 2nd for the kick-off Interactions 2015, the largest customer event of the year

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, […]. Customer Connectedness Customer experience Emotion

Four benefits of customer interaction analytics for service providers

Customer Interactions

Today customers have more choices than ever for service. New service providers are penetrating the communications market and OTT players have disrupted the industry by offering cheap and convenient services.

The Real-Time Interaction Management Space Is Dizzyingly Fragmented

Forrester's Customer Insights

Back in February, I published a brief on Demystifying Real-Time Interaction Management , where I reviewed evolving requirements for building a contextual marketing engine, capable of engaging empowered customers across real-time channels. real-time interaction management.

Discovery and Interaction: JOIN #Peopleskills Chat Jan. 3rd 10amET

Kate Nasser

People skills global Twitter chat starts its 4th year w/ the topic discovery and interaction. The post Discovery and Interaction: JOIN #Peopleskills Chat Jan. JOIN The People Skills Coach™ & community to share your views. 3rd, 2016 10amET/3pmGMT.

Real-World Feedback on Real-Time Interaction Management

Forrester's Customer Insights

That's actually a direct quote from one of the 74 customer references we surveyed for the Forrester Wave™: Real-Time Interaction Management, Q3 2015. The most prevalent real-time interaction management (RTIM) use cases? Respondents told us their biggest challenge simply lies in orchestrating real-time, cross-channel interactions. real-time interaction management. Customer Insights RTIM real-time interaction management

4 Reasons You Need Customer Interaction Analytics Yesterday

Win the Customer

Customer interaction analytics provide a wealth of information about a contact center’s customers, workforce, and the effectiveness of its current system.

Visual digital interactions – Capture the complete customer intention

Customer Interactions

According to analysts, real-time visual communications can provide a richer and more personalized experience in specific industries such as financial services, telecommunications and healthcare

‘Everybody’ customer interaction

NewVoiceMedia

Every interaction with your customer is a customer service interaction. The post ‘Everybody’ customer interaction appeared first on Blog | NewVoiceMedia.

Let’s Get Real – Introducing The Forrester Wave™: Real-Time Interaction Management, Q3 2015

Forrester's Customer Insights

When I published the Market Overview: Real-Time Interaction Management back in May, I highlighted more than 100 vendors that provide real-time interaction management (RTIM) solutions or solution components. I'm now pleased to announce the publication of The Forrester Wave™: Real-Time Interaction Management, Q3 2015 , which provides a detailed evaluation of eleven enterprise marketing technology vendors in terms of their RTIM solution capabilities.

Realizing the Greatest Return from an Investment in Interaction Analytics

Customer Interactions

Congratulations! You’ve accomplished what you thought was the hardest part of acquiring a speech or text analytics solution – you successfully implemented it. The application is up and running, collecting and analyzing customer conversations and free=form comments from surveys, chat conversations and social media posts

Why Interactions London 2015 Was the Perfect Experience

Customer Interactions

​Last week, more than 300 of our customers, business partners, members of the media and leading industry figures joined us for our annual Interactions conference in London. This year the theme for the event was all about helping organisations to create perfect experiences, improve business results, ensure compliance and fight financial crime

How to Ensure Every Customer Interaction is a Positive One

Customer Interactions

Nothing is more frustrating than receiving that call. An anonymous number jumps up on the screen at the most inconvenient time. As you hesitantly move your finger towards the ‘answer’ button, you pray this isn’t some irrelevant attempt to sell you something you neither need nor want

Personalizing customer interactions builds loyalty

Jacada

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

Customer Emotions (Joy, Anger, Sadness, and Fear) Affect Contact Center Interactions

Experience Matters

As you may know, Temkin Group labeled 2016 “The Year of Emotion” in its annual listing of customer experience trends. Because emotion drives loyalty. And yet, despite its significant impact on customer loyalty, organizations do not focus on emotion enough. So to help increase organizations’ awareness of this critical area of customer experience, we […]. Emotion

IVR Basics: A Guide to Interactive Voice Response Systems

Talkdesk

Interactive Voice Response (IVR) systems are essential elements to all functioning call centers. IVR greetings and messages are customizable recordings that callers hear as they interact with your IVR system.

Knowing when an interaction needs a human touch

Bain

The smartest minds in business know which customer interactions benefit from a human touch, and the best companies know how to blend the best aspects of the digital and physical customer experiences. Interaction prioritization LinkedIn

Defining ‘Interactive CCM’

Topdown

In the world of customer communications management (CCM), vendors and even analysts have been using the word “interactive” with increasing frequency and expanding applicability.

To Move Forward in Customer Service, Measure Outcomes Instead of Interactions

Tricia Morris

We now connect with peers that we don’t even really know, but that we trust based on online interactions with them to make decisions about the products we purchase. Because currently most customer service interactions are either average or subpar.”. “I Each interaction matters to build a real relationship with a particular consumer. Play the podcast below: The post To Move Forward in Customer Service, Measure Outcomes Instead of Interactions appeared first on Parature.

Technology For Personalized Service In Non-Personal Customer Interactions

Win the Customer

Why do customers still hold on to the need to for a human-to-human interaction, even when the information available with technology is much more abundant and accurate than relying solely upon a human being? Customer Experience Customer Service Management Technology

55% of Customer Service Interactions Now Begin Online (28% on Mobile)

Tricia Morris

Microsoft’s 2016 State of Global Customer Service Report shows that globally, 55% of consumers’ customer service interactions now begin online rather than on the phone or in person. Of those online interactions, 28% now typically begin on a mobile device.

Contextual Interactions Changes Marketing In China: A Brief Survey

Forrester's Customer Insights

At Forrester''s recent annual Marketing Leadership Summit in Shanghai on March 25, I gave a presentation focusing on ways to build a contextual marketing engine and propel customers to the next best interaction. Heavy usage of mobile devices in China has changed the ways that people interact with enterprises. The context of all of those interactions determines whether a customer will engage -- and, more importantly, transact -- with the brand again.

I Don’t Care if it’s Against Company Policy

Steve DiGioia

Customer Interaction against compay policy company policythat's YOUR problem, not mine! This original article was written by Steve DiGioia. Have you ever walked into a store or been a guest at a hotel and had a problem that was “out of the ordinary”?

Galileo: A True Interactive Visionary

Storyminers

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.

Interactive Intelligence CEO: 'The Juice for Us is in PureCloud'

Think Customers

Interactive Intelligence, a call center solutions provider, is tackling this issue head-on as it promotes its PureCloud platform among customers who have embraced its on-premise solution. Earlier this week, at a press conference during Interactive Intelligence's annual Interactions user conference, attendees peppered CEO Don Brown with questions about the company's plans for its on-premise solution, Customer Interaction Center (CIC).

Digital Interactions Dominate

Jacada

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.

Interactions 2014 – The Journey Begins

Customer Interactions

Interactions 2014 has kicked off at the uber-trendy Cosmopolitan Hotel, with more than 2,000 attendees making their way to Las Vegas. They’ve joined us to discuss market trends, share best practices, and look to the future of how companies will shape the customer journey. And, of course, they are here to network with peers and have a whole bunch of fun

Podcast: The Science Behind Clicking “Buy” with Jonathan Levav

Bain

Interaction prioritization PodcastDo you shop online differently if the purchase involves clicking buttons vs. dragging an item into cart? Does a product search feel more fulfilling if it forces you to scroll through a vast trove of options?

Podcast: Why Front-Line Obsession Is Critical to Growth

Bain

Interaction prioritization Leadership and communication PodcastSteve Jobs. Charles Schwab. Howard Schultz. They all spotted an unmet customer need and made it their mission to meet it.

Bringing Voice Customers To Digital Interactions

Jacada

So one of the things that we hear and see frequently is that many organizations tend to have two groups within, both kind of oriented toward "How can we engage customers and get them to self-serve?"

Leadership Emotion Radar: 12 Employee Emotional Needs to Honor

Kate Nasser

Employee Engagement Hot Topics and New Bits IT Leadership People Skills Soft Skills emotion emotional intelligence employee engagement honor interaction interpersonal skills leaders management managers respect