Digital Interactions Dominate


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


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.

Galileo: A True Interactive Visionary


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.

Lead People Not Technology: Interacting to Succeed

Michelli Experience

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.

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, […].

Personalizing customer interactions builds loyalty


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

How Voice Interaction and the Internet of Things are Changing User Experience


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.

Improving your Interactive Voice Response, one subtask at a time


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.

Elevated Customer Experience Means Fast Action and Human Interaction


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?

How to Use Interactive Video for Self-Service Support


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?

How to Build Customer Trust One Interaction at a Time


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.

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

Ditching the Script: Why CX teams need to personalize interactions


During a time where every advertisement we see on social media and every recommended product on Amazon is tailored to our individual interests, customer support interactions must follow suit. The challenge for customer service agents is how to take the time to provide personalized and empathetic support, while still ensuring customer interactions are fast and efficient. Consumers in 2017 have heightened standards for customer service and support.

4 Things That Predict Customer Sentiment After Online Interactions with Brands


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.

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

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

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

Boosting the Strategic Value of Customer Interaction

Brad Cleveland

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.

So Many Ways to Interact with Customers

Brad Cleveland

If you were to walk into an 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).

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.

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.

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.

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.

‘Everybody’ customer interaction


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

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

IVR Basics: A Guide to Interactive Voice Response Systems


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.

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

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

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

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

Interactive Voice Response – What it is, What it does, Where it’s going


Interactive voice response (IVR) has been a staple of customer service for many years. In case you wondered: Interactive voice response (IVR) and voice portal are similar, but not the same. However, there are ways for an Interactive voice response (IVR) system to be successful and achieve the cost and time savings expected. 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.

Knowing when an interaction needs a human touch


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’


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.

Southwest Airlines gets a CX kudos during Hurricane Harvey

Customer Bliss

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

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.

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”?