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
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
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
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
The post 5 Interactive Data Visualizations from 2017 to Get You Inspired appeared first on truthlab. Reading Time: 3 minutes Yes, Yes, Yes! It’s that time of year to reflect on where we’ve been and get inspired for the year to come. MORE
Tweet Genesys has completed the acquisition of Interactive Intelligence. Why acquire Interactive Intelligence? The acquisition also means that Genesys now has over 10,000 customers in more than 100 countries supporting over 25 billion customer interactions per year. MORE
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 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
Why come to Interactions 2018? Monday, May 14—our largest ever pre-conference day—will feature in-depth, interactive sessions delivered by our expert NICE inContact Education Specialists and Business Consultants. Customer Experience Interactions Using the inContact Platform MORE
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. 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
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
Joey and Dan even sat down with 20 kids to find out what they love about school, and what they hate, and then drew parallels to how brands and buyers interact. The post Experiential Learning: How Our Brand Interactions Are Learned in the Classroom appeared first on SmarterCX. 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
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
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
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
We’ve managed to surpass ourselves again by bringing to Interactions 2018 one of the most iconic comedians in the industry, Jay Leno ! The post Interactions 2018 Welcomes Jay Leno as Keynote Speaker appeared first on inContact Blog. MORE
When I sit down to create a custom course for my clients, the first question I ask is, “What’s your biggest problem with customer interactions?” So, here are some of the diagnostic questions I ask my clients to help me understand and fix their most pressing issues in customer interactions. MORE
Tweet Genesys (www.genesys.com), a customer experience, omnichannel and contact center solution and Interactive Intelligence Group Inc. In this agreement Genesys will acquire Interactive Intelligence in a transaction valued at approximately $1.4 Both Genesys and Interactive Intelligence have developed best-in-class capabilities with highly complementary product portfolios that serve adjacent market segments. MORE
What works: As a playful way to place a lunch order, Chipotle’s “burrito button” exemplifies a prime example of a bite-size interaction—pun intended! They’ll enable bite-size interactions that empower customers to actually get things done right from their wrists. 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
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
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
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
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. MORE
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. 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
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
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
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. MORE
Interaction Related Topics 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.
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.
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.
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.
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interactions. For customers, it means interacting with brands via self- service tools, text and web chat. if they fail to understand the reasons why these interactions. By asking the right questions and looking for answers in customer interaction data, companies can uncover.
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.
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
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?
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!
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Every customer interaction yields insights that expand customer. interactions. New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.
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.
NewVoiceMedia
AUGUST 4, 2015
Every interaction with your customer is a customer service interaction. The post ‘Everybody’ customer interaction appeared first on Blog | NewVoiceMedia.
Michelli Experience
JULY 19, 2016
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.
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?"
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.
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.
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.
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?
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.
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.
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
FEBRUARY 28, 2018
Why come to Interactions 2018? Monday, May 14—our largest ever pre-conference day—will feature in-depth, interactive sessions delivered by our expert NICE inContact Education Specialists and Business Consultants. Customer Experience Interactions Using the inContact Platform
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 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.
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, […].
inContact
NOVEMBER 20, 2017
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.
Natalie Petouhof
DECEMBER 6, 2016
Tweet Genesys has completed the acquisition of Interactive Intelligence. Why acquire Interactive Intelligence? The acquisition also means that Genesys now has over 10,000 customers in more than 100 countries supporting over 25 billion customer interactions per year.
Truthlab
DECEMBER 14, 2017
The post 5 Interactive Data Visualizations from 2017 to Get You Inspired appeared first on truthlab. Reading Time: 3 minutes Yes, Yes, Yes! It’s that time of year to reflect on where we’ve been and get inspired for the year to come.
Smarter CX
MAY 18, 2018
Joey and Dan even sat down with 20 kids to find out what they love about school, and what they hate, and then drew parallels to how brands and buyers interact. The post Experiential Learning: How Our Brand Interactions Are Learned in the Classroom appeared first on SmarterCX.
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.
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.
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
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.
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
Bold360
NOVEMBER 15, 2017
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.
Myra Golden
MAY 1, 2018
When I sit down to create a custom course for my clients, the first question I ask is, “What’s your biggest problem with customer interactions?” So, here are some of the diagnostic questions I ask my clients to help me understand and fix their most pressing issues in customer interactions.
inContact
JANUARY 10, 2018
We’ve managed to surpass ourselves again by bringing to Interactions 2018 one of the most iconic comedians in the industry, Jay Leno ! The post Interactions 2018 Welcomes Jay Leno as Keynote Speaker appeared first on inContact Blog.
Kerry Bodine
AUGUST 5, 2015
What works: As a playful way to place a lunch order, Chipotle’s “burrito button” exemplifies a prime example of a bite-size interaction—pun intended! They’ll enable bite-size interactions that empower customers to actually get things done right from their wrists.
Natalie Petouhof
AUGUST 31, 2016
Tweet Genesys (www.genesys.com), a customer experience, omnichannel and contact center solution and Interactive Intelligence Group Inc. In this agreement Genesys will acquire Interactive Intelligence in a transaction valued at approximately $1.4 Both Genesys and Interactive Intelligence have developed best-in-class capabilities with highly complementary product portfolios that serve adjacent market segments.
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