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.

Interaction 56

Interaction Report Data Customer Experience 56

ReviewTrackers

FEBRUARY 22, 2017

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.

Meeting 77

Meeting Interaction Innovation Technology 77

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.

User Experience 96

User Experience Interaction Software Connections 96

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!

Interaction 64

Interaction Conference Management Customer Experience 64

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

Interaction 28

Interaction Customer Experience Loyalty Customers 28

MaritzCX

MAY 30, 2017

It’s no secret that customers are flocking to social media in droves to express their delight and disdain with the brands they buy. A key tool that cutting-edge CX practitioners use to measure their social media (SM) reputation is sentiment analysis.

Social Media 74

Social Media Interaction Analysis Measurement 74

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?

Interaction 30

Interaction Technology Customer Centricity Consumers 30

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.

Interaction 35

Interaction Ecommerce Fashion Hospitality 35

Kayako

APRIL 14, 2016

Interactive video takes things to the next level – by giving your customers a complete support experience in one. So how can interactive video fit into your self-service support offering? This is where interactive video comes in. What’s the deal with interactive video?

Interaction 45

Interaction Video Customer Experience Case Study 45

inContact

MAY 9, 2017

As diligent managers and engineers of the Interactive Voice Response (IVR), we have a critical role in identifying and handling the tasks and subtasks that comprise the IVR. I want to share three keys for improving Interactive Voice Response for effectiveness.

Interaction 26

Interaction Video Metrics Conference 26

Customer Interactions

JANUARY 14, 2016

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

Social Media 27

Social Media Interaction Customer Experience Data 27

Customer Interactions

JULY 7, 2015

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

Customer Experience 27

Customer Experience Interaction Industry Customers 27

Brad Cleveland

OCTOBER 18, 2016

One of the most important leadership priorities in today’s economy is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn, is what will get you the support you need from colleagues across the organization.

Interaction 23

Interaction Customer Service Customer relationships Contact Center 23

Customer Interactions

JANUARY 7, 2016

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.

Interaction 39

Interaction Customer Experience Industry Communication 39

Brad Cleveland

MARCH 20, 2015

If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer).

Interaction 31

Interaction Video Customer Service Groups 31

Kate Nasser

DECEMBER 30, 2015

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.

Interaction 20

Interaction Communication 20

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

Contact Center 26

Contact Center Study Interaction Customer Experience 26

Win the Customer

SEPTEMBER 22, 2014

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

Contact Center 39

Contact Center Interaction Call Center Customer Satisfaction 39

Experience Matters

MARCH 16, 2017

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

Trends 29

Trends Groups Interaction Consumers 29

NewVoiceMedia

AUGUST 4, 2015

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

Interaction 13

Interaction Customer Service Social Media Customer Satisfaction 13

Customer Interactions

DECEMBER 7, 2015

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

Telecommunications 33

Telecommunications Healthcare Financial Interaction 33

Customer Interactions

MARCH 10, 2016

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

Social Media 27

Social Media Interaction Survey Customers 27

Customer Interactions

JULY 7, 2015

​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

Customer Experience 27

Customer Experience Conference Financial Interaction 27

Customer Interactions

JULY 7, 2015

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

Interaction 27

Interaction How To Customers 27

Forrester's Customer Insights

MAY 8, 2015

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.

Interaction 22

Interaction Advertising Loyalty Programs Social Media 22

Forrester's Customer Insights

FEBRUARY 1, 2016

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

Ecommerce 18

Ecommerce Interaction Contact Center Customer Journeys 18

Talkdesk

JULY 6, 2016

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.

System 25

System Interaction Software Groups 25

Forrester's Customer Insights

JULY 29, 2015

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.

Touchpoint 25

Touchpoint Interaction Technology Measurement 25

Experience Matters

SEPTEMBER 29, 2016

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

Trends 36

Trends Loyalty Customers Customer Experience 36

Customer Bliss

AUGUST 31, 2017

Align Around Experience align around experience big moments customer experience hurricane harvey moments of customer interaction moments of truth purposeful moments Southwest Airlines wow moments

Airlines 100

Airlines Customers Course Interaction 100

Bain

MAY 15, 2015

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

Banking 11

Banking Retail Technology Interaction 11

Topdown

AUGUST 31, 2016

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

Communication 4

Communication Customer Experience Customers Management 4

Tricia Morris

MAY 11, 2015

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.

Customer Experience 23

Customer Experience Chief Customer Officer Policies Interaction 23

Win the Customer

APRIL 1, 2014

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

Customer Service 14

Customer Service Interaction Technology Customers 14

Tricia Morris

JUNE 17, 2016

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.

Consumers 12

Consumers B2B Survey Brands 12

Steve DiGioia

OCTOBER 29, 2015

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”?

Policies 109

Policies Company Hotels Advertising 109

Brad Cleveland

APRIL 29, 2014

Call Center Contact Center Customer Service Multi-channel Support Social Media Videos Customer service statistics multichannel

Customer Service 4

Customer Service Customers Interaction Measurement 4