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
Her tone was upbeat and conversational throughout our short interaction. I made a support call to a company yesterday because I was stuck in a loop on an application. 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
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? 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
In the world of customer communications management (CCM), vendors and even analysts have been using the word “interactive” with increasing frequency and expanding applicability. MORE
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 MORE
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 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
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
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?" 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
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
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. 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
As access to interactive technology continues to grow and is essentially everywhere today, the ongoing digital revolution touches every part of your customers’ daily lives. MORE
Have you ever wondered how important digital interactions are to the customer experience in financial services? According to PWC, more than 45 percent of banking customers say they only interact with their bank through digital channels. MORE
Have you ever wondered how important digital interactions are to the customer experience in financial services? According to PWC, more than 45 percent of banking customers say they only interact with their bank through digital channels. This means that for almost half of a bank’s customers, digital experience (DX) all but equals customer experience (CX). View Article. Financial Services 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
That moment of frustration is a perfect illustration of what happens when a company does not provide consistent customer interactions. Have you ever been passed around on a phone call and gotten frustrated at repeating your explanation each time the call was transferred? The negative feeling that develops in this customer experience (CX) has more impact than some may realize. Customer Experience MORE
But in a world seeing rapid advances in artificial intelligence, what price should we put on human interaction? Never underestimate the power of human interaction. Although machine-powered self-service has changed the role of customer support, businesses cannot afford to lose the power of human interaction entirely. . Most customers are happy to interact with robot-powered service tech if they can solve their problems. 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
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. 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
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. MORE
Knowing how your customer experience measures and seeing your gaps presented in a Interaction Metrics’ Findings Report is the most efficient way to create more engaging customer experiences. MORE
3) Leverage technology and interactivity – While much has been promised from augmented-reality technology, Niantic delivered an emotionally engaging experience. Let me guess, you’d like your prospective customers to learn about your products or services WITHOUT you having to invest a bundle of money in marketing! Hmm…let’s think about a recent product launch that fits that description. How about learning from the makers of Pokémon Go? 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
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
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
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
If you have more than five customer support agents and thousands of customer conversations per month, you may feel anxious about your lack of insight into the quality of all those interactions. Interaction reviews — a quality assurance process for customer support — can relieve that anxiety. MORE
Customer service is a key contributor to an organization’s overall success due to the impact that each individual employee-to-consumer interaction will have on maintaining high retention rates. Brands are now responsible for managing more interaction channels than ever before, and poor service on any of these platforms can quickly change the way that customers perceive your organization. The post Segment Your Customer Interaction Strategies appeared first on Second To None. MORE
Interaction Related Topics 
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?
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.
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, […].
NewVoiceMedia
AUGUST 4, 2015
Every interaction with your customer is a customer service interaction. The post ‘Everybody’ customer interaction appeared first on Blog | NewVoiceMedia.
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interactions is becoming more and more important. channels they want to use to interact with brands, putting. interact with a brand on another channel. to meet the growing demand for unified, omnichannel customer care, Interactions is delivering significant cost savings.
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
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
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
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.
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.
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PureCloud software is the next-generation, all-in-one cloud contact center solution that helps you manage multichannel customer interactions from a single application. All cloud contact centers are not created equal.
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.
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.
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.
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!
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: 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.
Topdown
OCTOBER 1, 2018
As access to interactive technology continues to grow and is essentially everywhere today, the ongoing digital revolution touches every part of your customers’ daily lives.
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.
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
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?
Speaker: Rick Nucci, Co-Founder & CEO of Guru
With the advent of chatbots, artificial intelligence, interactive voice response, and machine learning, novel technologies continue to disrupt the contact center industry.
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.
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.
MaritzCX
MAY 2, 2018
Have you ever wondered how important digital interactions are to the customer experience in financial services? According to PWC, more than 45 percent of banking customers say they only interact with their bank through digital channels.
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.
Michelli Experience
JULY 19, 2016
Jacada
JANUARY 20, 2017
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?"
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.
MaritzCX
MAY 2, 2018
Have you ever wondered how important digital interactions are to the customer experience in financial services? According to PWC, more than 45 percent of banking customers say they only interact with their bank through digital channels. This means that for almost half of a bank’s customers, digital experience (DX) all but equals customer experience (CX). View Article. Financial Services
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.
NewVoiceMedia
MARCH 26, 2018
But in a world seeing rapid advances in artificial intelligence, what price should we put on human interaction? Never underestimate the power of human interaction. Although machine-powered self-service has changed the role of customer support, businesses cannot afford to lose the power of human interaction entirely. . Most customers are happy to interact with robot-powered service tech if they can solve their problems.
Interaction Metrics
MAY 20, 2015
Knowing how your customer experience measures and seeing your gaps presented in a Interaction Metrics’ Findings Report is the most efficient way to create more engaging customer experiences.
Michelli Experience
JULY 20, 2016
3) Leverage technology and interactivity – While much has been promised from augmented-reality technology, Niantic delivered an emotionally engaging experience. Let me guess, you’d like your prospective customers to learn about your products or services WITHOUT you having to invest a bundle of money in marketing! Hmm…let’s think about a recent product launch that fits that description. How about learning from the makers of Pokémon Go?
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
Help Scout
AUGUST 13, 2018
If you have more than five customer support agents and thousands of customer conversations per month, you may feel anxious about your lack of insight into the quality of all those interactions. Interaction reviews — a quality assurance process for customer support — can relieve that anxiety.
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.
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.
Myra Golden
OCTOBER 15, 2018
Her tone was upbeat and conversational throughout our short interaction. I made a support call to a company yesterday because I was stuck in a loop on an application.
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?
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.
Second to None
MAY 3, 2018
Customer service is a key contributor to an organization’s overall success due to the impact that each individual employee-to-consumer interaction will have on maintaining high retention rates. Brands are now responsible for managing more interaction channels than ever before, and poor service on any of these platforms can quickly change the way that customers perceive your organization. The post Segment Your Customer Interaction Strategies appeared first on Second To None.
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