Customer Bliss

JULY 19, 2018

You need a plan and you need to take baby steps,” said Sue Martin Homes , Global VP of Customer Service at Newegg , the leading tech-focused e-retailer in North America. Customer Experience Leadership Means Being a Team Player. Do you have “talk time” countdown timers in your customer service centers?

Customer Focused 129

Customer Focused E Commerce Multi-Channel E-support 129

NICE inContact

JUNE 30, 2016

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology.

Contact Center 49

Contact Center Technology Multi-Channel ROI 49

CSM Magazine

JUNE 8, 2023

TCC plans to implement a broad range of Calabrio’s automated, data-driven solutions to support the contact centre complexity of its growing client base and hybrid-working in a multi-channel customer service environment. About Calabrio Calabrio is a trusted ally to leading brands.

Multi-Channel 52

Multi-Channel Contact Center Customer Centricity Leadership 52

Brad Cleveland Blog

JUNE 1, 2023

The following are excerpts from the transcript of Brad’s recent keynote address to Contact Center Expo, hosted by ICMI, the International Customer Management Institute, May 16 and 17, 2023. Hi everyone. Thanks so much for joining us.

Contact Center 26

Contact Center 2023 Management Multi-Channel 26

Brad Cleveland Blog

JUNE 1, 2023

The following are excerpts from the transcript of Brad’s recent keynote address to Contact Center Expo, hosted by ICMI, the International Customer Management Institute, May 16 and 17, 2023. Hi everyone. Thanks so much for joining us.

Contact Center 26

Contact Center 2023 Management Multi-Channel 26

Uniphore

JANUARY 4, 2022

Analyze Analytics and insights from 100% of interactions across all channels. Uniphore Collaborates with Cisco to Enable Better Customer Experiences. How are you planning to leverage conversations to drive revenue and customer retention? Discover new ways to build and enhance contactless relationships with customers.

2022 126

2022 White Paper Contact Center Innovation 126

NICE inContact

OCTOBER 9, 2017

We’re relentlessly driving a new age of customer experience because we believe one-on-one customer interactions have a real and lasting impact on people’s lives. We are now NICE inContact to further claim our market leadership position as one company with NICE. Today, we have a new name and a new brand.

Leadership 0

Leadership Brands Contact Center Blog 0

ijgolding

MARCH 22, 2017

The customer has always been at the heart of every business, be it a street vendor selling hot dogs or a multi-national firm selling a wide range of products. Multi-national food & beverage corporations like The Coca-Cola Co. In fact expectations of customer service are increasing every day. and Pepsi Co.

E Commerce 81

E Commerce Customer Experience Multi-Channel E-support 81

NICE inContact

OCTOBER 9, 2017

We’re relentlessly driving a new age of customer experience because we believe one-on-one customer interactions have a real and lasting impact on people’s lives. We are now NICE inContact to further claim our market leadership position as one company with NICE. Today, we have a new name and a new brand.

Leadership 48

Leadership Brands Contact Center Blog 48

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

2020 132

2020 Customer Experience Magazine Consulting 132

Brad Cleveland Blog

SEPTEMBER 19, 2019

Recently, I was reminded of this brief interview that I recorded with Jim Rembach of Call Center Coach. We discussed how channels are likely to be approached in the future.

Contact Center 26

Contact Center Call Center Multi-Channel Customer Relationships 26

Eptica

JULY 15, 2016

Date: Friday, July 15, 2016 How to embrace change and become a customer-adaptive enterprise. Focusing on the customer is going to be central to any successful transformation for existing brands. Access to historic customer information, contextual and predictive capabilities and Voice of the Customer programs are all important.

Multi-Channel 54

Multi-Channel Contact Center 2016 Competitive Advantage 54

Brad Cleveland Blog

JUNE 28, 2018

While meeting with Jim Rembach of Call Center Coach at ICMI’s Contact Center Expo in Orlando, we discussed how channels are likely to be approached in the future.

Contact Center 26

Contact Center Call Center Multi-Channel Customer Relationships 26

Natalie Petouhof

MARCH 7, 2016

Tweet Customers are More Difficult to Serve Than Ever. Avaya, a Contact Center Infrastructure for 15 consecutive years unveiled customer engagement innovations that meet customer expectations where the rules of the game have changed: 90% of people move between different devices [i]. Is Your Brand Ready ?

Innovation 49

Innovation Customer Engagement Engagement Contact Center 49

Brad Cleveland Blog

FEBRUARY 14, 2019

Contact centers that consistently get the best results view the operation as a total process. This viewpoint takes many forms: Ensure that everyone in the contact center, and those with key supporting roles outside the center, have a basic understanding of how contact centers operate.

Contact Center 20

Contact Center Management Multi-Channel Call Center 20

Brad Cleveland Blog

FEBRUARY 14, 2019

Contact centers that consistently get the best results view the operation as a total process. This viewpoint takes many forms: Ensure that everyone in the contact center, and those with key supporting roles outside the center, have a basic understanding of how contact centers operate.

Contact Center 20

Contact Center Management Multi-Channel Call Center 20

NICE inContact

JUNE 27, 2017

With so many high-end hotel and accommodation options vying for customers these days, the guest experience has never been more critical. Great communication and attention to customer journey goes much farther in garnering return guests and brand loyalty. When it comes to competitive industries, few rank higher than hospitality.

Omnichannel 48

Omnichannel Contact Center Guest Experience Hospitality 48

PeopleMetrics

MARCH 7, 2018

As a CX leader, do you ever feel like you're spending too much time setting up users and dashboards in your feedback management platform when you should be focusing on strategic ways for your organization to improve customer experience? You need to be able to talk to leadership, the contact center, the sales force, operations, etc.

Feedback 76

Feedback CEM Management 2001 76

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Author: Olivier Njamfa Customer experience (CX) is moving rapidly towards the top of the CEO agenda as businesses realize its importance to the bottom line. Published on: August 24, 2016. The advice essentially covers four key areas: 1.

Customer Experience 49

Customer Experience 2016 Social Media Multi-Channel 49

Brad Cleveland Blog

MAY 10, 2016

The contact center profession has come a long way in recent years. Customer expectations are high, and for good reason. For the most part, contact centers have learned how to deliver.

Contact Center 26

Contact Center Management Customer Expectations Multi-Channel 26

Avaya

JUNE 3, 2016

The buzzword in Customer Service and Contact Centers over the past few years has been omni-channel. Omni-channel supposedly stands for a singular, high-quality personalized experience that a customer has with a brand that occurs regardless of where or what device the customer is using to get service.

Multi-Channel 40

Multi-Channel Reference Social Media Contact Center 40

Brad Cleveland Blog

MAY 10, 2016

The contact center profession has come a long way in recent years. Customer expectations are high, and for good reason. For the most part, contact centers have learned how to deliver. Collectively, they have invested billions in equipment, networks and software.

Contact Center 21

Contact Center Management Customer Expectations Multi-Channel 21

Avaya

JUNE 21, 2016

If you’ve been following Avaya’s news over the past few months, you may recall that in March we talked about customer service being the new competitive battleground, and how Avaya is helping customers win the battle. Then in late May, we announced we were “raising the bar on the self-service customer experience.”

Multi-Channel 45

Multi-Channel Social Media Contact Center 2015 45

Brad Cleveland Blog

MAY 10, 2016

The contact center profession has come a long way in recent years. Customer expectations are high, and for good reason. For the most part, contact centers have learned how to deliver. Collectively, they have invested billions in equipment, networks and software.

Contact Center 20

Contact Center Management Customer Expectations Multi-Channel 20

Brad Cleveland Blog

SEPTEMBER 27, 2016

Effective leadership requires a multifaceted approach, and a few important recommendations come to mind: Keep your eyes on the prize. The … Continue reading → The post New Technology: Leadership Is Essential appeared first on Brad Cleveland.

Leadership 26

Leadership Technology Multi-Channel Call Center 26

Experience Matters

APRIL 7, 2015

In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. 1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey.

2015 97

2015 Multi-Channel 2014 CEM 97

Kustomer

NOVEMBER 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Dixon from Tethr to reinvent what it means to delight your customers. Delight typically means going above and beyond customer expectations, so what is there to reinvent? Is Customer Delight Expensive?

Customer Service 98

Customer Service Customers 2010 Net Promoter Score 98

Brad Cleveland Blog

AUGUST 31, 2023

AI is dramatically transforming customer service. Or better yet, how do you lead the … Continue reading → The post Future-Proof Your AI-Powered Customer Service appeared first on Brad Cleveland. The opportunities – and risks – are unprecedented.

Customer Service 51

Customer Service Customers Multi-Channel Contact Center 51

Brad Cleveland Blog

SEPTEMBER 27, 2016

Effective leadership requires a multifaceted approach, and a few important recommendations come to mind: Keep your eyes on the prize. New technologies are not passive — to get good results, they must be implemented with foresight and good planning.

Leadership 20

Leadership Technology Government Multi-Channel 20

Brad Cleveland Blog

SEPTEMBER 29, 2023

Let’s take a look at leveraging your AI-powered customer support strategy. Those … Continue reading → The post How to Leverage Your AI-Powered Customer Support Strategy appeared first on Brad Cleveland. This fixed-pie thinking can be limiting out of the gate.

Customers 52

Customers Multi-Channel Contact Center Call Center 52

Brad Cleveland Blog

SEPTEMBER 27, 2016

Effective leadership requires a multifaceted approach, and a few important recommendations come to mind: Keep your eyes on the prize. New technologies are not passive — to get good results, they must be implemented with foresight and good planning.

Leadership 20

Leadership Technology Government Multi-Channel 20

Kustomer

JUNE 24, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe and Vikas unearth the top problems facing CX leaders in the modern environment. If customers have a horrible experience with a brand, they are very likely to share their experience and opinion with others. Find a way to do it real time.

B2C 87

B2C B2B Events Interaction 87

SmartKarrot

FEBRUARY 17, 2022

They provide the strong foundation and leadership necessary for the success of any company. These high-ranking executives include several ‘chief’ job titles, such as Chief Executive Officer (CEO), Chief Operating Officer (COO), Chief Financial Officer (CFO), and Chief Customer Officer (CCO).

Omnichannel 10

Omnichannel Chief Customer Officer B2B Multi-Channel 10

Brad Cleveland Blog

SEPTEMBER 19, 2019

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Contact Center 26

Contact Center Multi-Channel Call Center Customer Relationships 26

Brad Cleveland Blog

OCTOBER 20, 2015

Customer experience is not a program, a department, a contact center, self-service capability, or CRM system—it’s much more. It’s the result of a culture and approach that spans … Continue reading → The post Building a Customer Service Ecosystem appeared first on Brad Cleveland.

Customer Service 26

Customer Service Contact Center Culture Customers 26

Kustomer

JUNE 24, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe and Vikas unearth the top problems facing CX leaders in the modern environment. If customers have a horrible experience with a brand, they are very likely to share their experience and opinion with others. Find a way to do it real time.

B2C 59

B2C B2B Events Interaction 59

Kustomer

MARCH 12, 2020

In this episode of Customer Service Secrets , Gabe Larsen is joined by Matt Dixon to discuss creating an effortless experience for customers. Matt worked for a profit think tank and currently works at a company called Tethr, an AI platform that helps customers understand and interpret data. What Creates Disloyal Customers?

2010 52

2010 Customers Multi-Channel Net Promoter Score 52