Interaction Related Topics 
InMoment XI
OCTOBER 21, 2021
Recently, a client asked me what we at InMoment thought defines a “customer interaction,” as there had been some debate on the subject within his team. What Is a Customer Interaction? According to the definitions above, those are not interactions.
NICE inContact
JULY 15, 2020
Advantages of the Cloud InteractionsA major virtual conference, open to contact center pros everywhere. Even six months ago, who could have predicted that across the planet, we’d be leaving in-person conferences behind—at least for now—and recreating them as virtual events?
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GetFeedback
MAY 4, 2020
We’ve written this guide as an introduction to the fundamentals of IxD. Guides
Experience Matters
APRIL 12, 2017
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, […].
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Creating a strong customer experience is now one of the most important priorities businesses focus on. Time to take a customer-first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!
Topdown
JUNE 13, 2022
Not only within a company, but this also is reflected in the way an organization communicates and interacts with their consumers and customers. As such, interactive communications have become a major player in the world of business communications. Interactive Customer Experience
SAP Customer Experience
SEPTEMBER 16, 2022
Here is a rundown of some of the 10 most frequently asked questions here at the Customer Interaction Center 10. Production issue or a project go-live issue? What is the difference between a Production issue or a project issue? A production issue is when your issue is in a live.
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
Uniphore
SEPTEMBER 22, 2021
Interaction analytics takes unstructured data from customer interactions across multiple channels and harnesses it to let you understand the true voice of the customer. AI-powered interaction analytics gives you real-time insights to guide your agents and optimize the conversation as well as post-interaction analytics to inform customer experience decisions and strategies, automate and improve compliance and quality control, and improve agent performance.
Interactions
JANUARY 26, 2023
Interactions Trustera masks PCI and PII in real-time, so agents never hear it, ensuring compliance, mitigating risk, and protecting your customers, agents, and contact center. To learn more about how Interactions Trustera keeps sensitive customer data safe, check out our webinar.
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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.
GetFeedback
MAY 13, 2021
How CX leaders embark on the journey of asking, listening, and acting on customer insights. Articles
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.
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.
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
Advertiser: Interactions LLC
The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.
Playvox
DECEMBER 13, 2022
Call avoidance , now known as interaction avoidance, denotes the steps an agent takes to avoid handling a customer interaction. What Is Interaction Avoidance? Before the digital era, interaction avoidance primarily centered on call avoidance.
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.
Interactions
APRIL 8, 2022
Previously a senior executive at Apple and eBay, Cathal brings more than 25 years of experience in sales, marketing, and project management to his role as President of Interactions. We sat down to catch up with him at his 3-month mark and get his thoughts on his move to Interactions.
BirdEye
JANUARY 18, 2021
On the other end of the line are customer-facing teams who have to juggle all of these interactions while also attempting to do everything else. Interaction history : View the full interaction history with each customer, and send the perfect response every time. Interactions
SaleMove
JANUARY 27, 2023
Glia Call Center breaks down service silos, bringing all interactions together within Glia’s ChannelLess Interaction Platform. Contact Center Innovation Technology Call Center digital disconnect Interaction Platform
Interactions
NOVEMBER 19, 2021
Interactions has a long history of innovation, and next year will continue to disrupt the ways that customers and businesses interact through technology. . So, who better to hear from than our new Chief Technology Officer, Anoop Tripathi , who joined Interactions in August.
Uniphore
AUGUST 6, 2021
Alliander Uses Visual IVR to Improve Millions of Interactions. Overall: 80 – 85% of customers accepted offer to engage through Visual IVR (Auto Opt-In) 5% of customers who accepted offer to engage visually completed interaction.
The DiJulius Group
JULY 18, 2022
According to Weiner, careers involving social interaction and social skills will be most coveted and secure in our automated future. “As The post 7 Traits for Effective Interactions: Social Skills = Job Security appeared first on The DiJulius Group.
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.
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. The post Interactions 2019 Welcomes Ashton Kutcher as Keynote Speaker! Advantages of the Cloud Customer Experience Interactions NICE inContact CXone
MyCustomer Experience
JANUARY 23, 2023
The rising cost of living has caused everyone to approach the upcoming winter cautiously. Businesses will be reassessing budgets as. 23rd Jan 2023 By Roger Beadle CEO
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.
Playvox
OCTOBER 4, 2022
While tagging customer interactions might seem like a small part of your operations, it’s actually a vital component of running a productive contact center. Consistently tagging your customer support interactions in Zendesk — or any chat software — should be a top priority.
Speaker: Gary Davis, SmartAction CEO
Join us for this webinar as Gary Davis, SmartAction CEO, shares insights and best practices for implementing AI virtual agents in the contact center.
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.
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. We picked the name not only because of Galileo’s prowess as an innovator (he brought the telescope, scientific method, and a mathematical perspective about astronomy to the world’s attention), but because he championed what he believed in.
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? The Buzz Around Interactions 2019 has Already Begun appeared first on NICE inContact Blog. Customer Experience Interactions NICE inContact CXoneBy leading the charge in industry trends.
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.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue. Sign up today!
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!
AWS Machine Learning Blog
JANUARY 6, 2023
Within the conversational design aspect, there are two main elements: the interaction model and the conversational or voice user experience (CUX/VUX). The interaction model is the piece that can take what the user said (utterance) and map it to what they meant (intent).
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.
Uniphore
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.
Speaker: Adam Cutler, Co-Founder of IBM Design, IBM Distinguished Designer, AI Design
AI is about helping us be the best version of ourselves. When will AI comprise the whole CX sector & people won’t connect with real customer concerns? Join Adam Cutler, Co-Founder of IBM Design, to learn why it’s quite the opposite.
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