How committed are you to engaging with customers? Leading organizations share a commitment to engaging with customers—capturing their feedback across all channels and then tailoring their omnichannel approach to their customers’ individual needs and preferences.
Speech Analytics (SA) was introduced to the call or contact center a decade or so ago. SA transcribes and analyzes audio in every phone call to discover powerful, rich actionable insights. It has now reached a stage akin to how other contact center technologies such as Quality Management (QM) and ...
Business agility has been described as the ability for organizations to sense, prioritize and act. First a business must be able to rapidly sense an opportunity or threat to its business. It must then have the ability to prioritize and evaluate potential responses to these challenges. And finally, ...
As a consumer, digital channels play a big part of any decision I’m making. Digital channels, in particular online communities, enable me to: Take less risk in my choices and decisions, as I can learn from those that have gone before me. Preview how I will be treated as a future customer. In fact, ...
Not too surprisingly, employees do better work when they have access to what customers are thinking. So, how do you apply everything you’ve learned about customer wants and expectations to the front lines—where it makes the most difference? I’ve spent many years leading customer experience efforts ...
Squiz Summit September 8; Sydney, Australia Verint’s David Moody, vice president and global practice leader, government and public sector, will present “1+1=WOW: The Benefits of Bringing Together Technologies That Were Made for Each Other” at 2:15 p.m. AEST. Web content management systems, ...
In part one of this blog series I detailed two of the reasons why your customers need a customer service community: Self-service is becoming the preferred way to resolve product problems Customer communities are no longer “nice to have,” but an expected part of the customer service experience In ...
While simple in theory, great customer service is incredibly difficult to master. But when mastered, customer service is a significant differentiator. There are many examples of companies that have used great customer service as a differentiator—San Antonio-based Rackspace is a classic example: a ...
In part one of this two-part series, I introduced The Social Funnel, a tool we use to help our customers understand how they should participate in social channels with their customers. I also discussed the first and second layers of the Social Funnel where you participate in social channels to ...
How and where do you engage with your customers online? The Social Funnel is a tool we use to help our customers understand how they should participate in social channels with their customers. It is the universe of all the different social channels that are available—both to you and your customers. ...
Online communities and social networks are distinct from one another and may be used separately or together depending upon your organization’s goals and objectives. Social networks and online communities—the distinctions Social networks such as Facebook, Twitter and (to some degree) LinkedIn ...

Subscribe to Email Updates