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Entries Tagged ‘customer journeys’

3 Reasons Why Your Customers Need a Customer Service Community – Part 2

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 part two we’ll conclude with the […]

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3 Reasons Why Your Customers Need a Customer Service Community – Part 1

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 business competing in a highly commoditized space that differentiates through customer service. […]

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I Have a Facebook Account…So Why Do I Need an Online Community?

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 are predominantly relationship-driven. We spend time in these networks to connect with our friends, peers and […]

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Now Is the Time for My:Time

Every now and then an idea comes along that makes you wonder why somebody didn’t think of it sooner. Have you ever been in the middle of an online interaction and were interrupted or had to leave the self-service session to look up information? This happened to me when I was trying to renew my […]

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Customer Engagement: Executive Perspectives, Part One

Over the weekend I read a Fortune online story by journalist@KatherineLewis that suggests customer service associates in contact centers should stop providing “scripted empathy.” She states that industry experts agree that providing associates with scripts or “canned” responses to customer service defects can be misguided—and even somewhat disingenuous. This article made me think of recent […]

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Transforming the Invisible Back Office into a Competitive Differentiator

For a quarter of a century, contact centers have relied on workforce management software and business processes to bring visibility, transparency and consistency to managing work, capacity and people. Today, sophisticated workforce management solutions not only help contact centers schedule and manage the right number of agents with the appropriate skills, but can also provide […]

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Verint Speakers: Combatting Fraud and Understanding Your Customers

CRM Magazine – Roundtable Webinar March 2; Webinar Verint’s Greg Sherry, vice president, marketing, will present “Why Voice of the Customer Is Essential Now—Understand What Customers and Prospects Are Thinking Before It’s Too Late” at 2 p.m. ET. To successfully connect with customers and prospects, it’s essential to understand their wants and needs. However, the […]

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Advancing the Verint Customer Engagement Optimization Portfolio with Contact Solutions

In today’s market, the dramatic increase in consumer and business use of social networks, mobile devices and new digital technologies is driving the need for omnichannel customer engagement, including innovative new self-service applications. Forward-thinking organizations understand the value of delivering personalized and contextually relevant interactions that enhance the customer experience and drive loyalty. In fact, […]

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Do Your Customers Really Love You?

It’s sometimes hard to really know how your customers feel about you. Your methods for listening to and measuring your customer feedback are key to getting this right. Let’s start with your approach. Is the perspective of your customer feedback program Inside Out or Outside In? Unfortunately, internal bureaucracy leads many organizations to have an […]

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Four Reasons Why Speech Analytics Can Help Keep You Ahead of the Pack

In the customer engagement center market, one technology continues to stay hot—and that’s speech analytics. Not only is it critical to the future of better understanding the customer journey when combined with other technologies—such as enterprise feedback management and text analytics—speech analytics is also a top priority as a best-of-breed solution on its own. Speech […]

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