InMoment XI
MAY 22, 2010
The overall theme this year was “turn status quo into status go” and included presentations geared towards helping customers analyze their data, create actionable and deliverable insights, then implementing programs and processes to ultimately increase profitability.
Service Untitled
MAY 20, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Patient satisfaction and customer service Cheryl May 20, 2010 Customer Service , Proactive 1 Comment Dealing with angry patients and their families can be extremely difficult. Many times the disability or the illness itself can leave patients anxious, demanding and angry, but health care professionals owe it to every patient and their fa
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Very Best Service
MAY 9, 2010
'We were interviewed by Social Small Biz on the topic. Here is the link to the post: [link] A lot has already been written about customer service and I will not attempt to give you the full 50 pages answer: that can easily be found in text books. Instead I would like to focus on 3 aspects which all have critical impact on the financial health of a business.The first point is that customer service can be instrumental in managing the price sensitivity of customers.
Customer Interactions
MAY 27, 2010
'As a result of your feedback on my recent podcast on "Migrating from Analog to IP Video," I decided to also create some educational videos to convey the story in a more visual way, first from a purely educational perspective, and second, to focus on NICE-based solutions. My two part educational video series gives you a primer on migrating from analog to IP video (Part 1) and shows you how NICE can help (Part 2).
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InMoment XI
MAY 22, 2010
The overall theme this year was “turn status quo into status go” and included presentations geared towards helping customers analyze their data, create actionable and deliverable insights, then implementing programs and processes to ultimately increase profitability.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
MAY 17, 2010
Today’s theme at the Allegiance Engage Summit was analyzing patterns in data to find insights that can improve your operations. Speakers included Billy Beane, GM of the Oakland A's, Vicky Stennes, VP of In-Flight Experience at Jet Blue, and Bruce Temkin, Tempkin Group.
InMoment XI
MAY 17, 2010
Today’s theme at the Allegiance Engage Summit was analyzing patterns in data to find insights that can improve your operations. Speakers included Billy Beane, GM of the Oakland A's, Vicky Stennes, VP of In-Flight Experience at Jet Blue, and Bruce Temkin, Tempkin Group.
InMoment XI
MAY 17, 2010
Today’s theme at the Allegiance Engage Summit was analyzing patterns in data to find insights that can improve your operations. Speakers included Billy Beane, GM of the Oakland A's, Vicky Stennes, VP of In-Flight Experience at Jet Blue, and Bruce Temkin, Tempkin Group.
InMoment XI
MAY 11, 2010
The Allegiance Engage Summit 2010 will be held on May 16 – 19, 2010 at the Chateaux Resort at Silver Lake in Deer Valley, Utah.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
InMoment XI
MAY 11, 2010
The Allegiance Engage Summit 2010 will be held on May 16 – 19, 2010 at the Chateaux Resort at Silver Lake in Deer Valley, Utah.
InMoment XI
MAY 11, 2010
The Allegiance Engage Summit 2010 will be held on May 16 – 19, 2010 at the Chateaux Resort at Silver Lake in Deer Valley, Utah.
Service Untitled
MAY 13, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer feedback; an important tool for success Cheryl May 13, 2010 Customer Satisfaction , Proactive 2 Comments Ask a customer what they want from your company or service, and they will tell you.
Service Untitled
MAY 12, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Little things make a difference for customer satisfaction Cheryl May 12, 2010 Behind the Scenes , Customer Satisfaction , Little Things, Big Differences 1 Comment I distinctly remember the last time I received poor customer service; it was last week when I had an oil change on my car, and the shop I brought it to tried to add-on a list o
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
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Service Untitled
MAY 19, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer appreciation demonstrated by thank you notes Cheryl May 19, 2010 Customer Service , Etiquette 1 Comment This morning was the closing of one of my real estate properties that had been listed for nearly a year before it finally sold.
InMoment XI
MAY 4, 2010
We hear it from businesses every day – how can they gather customer feedback from surveys, social media, Web, e-mail, call centers, etc. and respond quickly to avoid losing customers? And what is the best way to turn feedback into insights that can be acted upon to improve their business? Allegiance conducted blind focus groups.
InMoment XI
MAY 4, 2010
We hear it from businesses every day – how can they gather customer feedback from surveys, social media, Web, e-mail, call centers, etc. and respond quickly to avoid losing customers? And what is the best way to turn feedback into insights that can be acted upon to improve their business? Allegiance conducted blind focus groups.
InMoment XI
MAY 4, 2010
We hear it from businesses every day – how can they gather customer feedback from surveys, social media, Web, e-mail, call centers, etc. and respond quickly to avoid losing customers? And what is the best way to turn feedback into insights that can be acted upon to improve their business? Allegiance conducted blind focus groups.
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
Service Untitled
MAY 27, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer service technology can monitor your emotions Cheryl May 27, 2010 Customer Service , Proactive No Comments Just imagine being a customer service representative and having the ability to read and monitor a customer’s emotions so you know exactly what to say and when to say it.
Service Untitled
MAY 26, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Exceptional Customer Service Starts at the Top – Are You Setting a Positive Standard? Guest Writer May 26, 2010 Culture , Little Things, Big Differences , Specific Companies No Comments We’ve all heard the saying “it starts at the top.
InMoment XI
MAY 25, 2010
Aside from the big picture of the Engage7 platform and its new enhancement and features, here are some best practices to be mindful of when using the product.
InMoment XI
MAY 25, 2010
Aside from the big picture of the Engage7 platform and its new enhancement and features, here are some best practices to be mindful of when using the product.
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InMoment XI
MAY 25, 2010
Aside from the big picture of the Engage7 platform and its new enhancement and features, here are some best practices to be mindful of when using the product.
Customer Interactions
MAY 21, 2010
'What does Next Generation 9-1-1 mean for you? The answer to this question depends on your perspective. In this blog I want to talk about my perspective on Next Generation 9-1-1 (NG9-1-1) as a resident of the US. As a resident, my interest is in getting better service from 9-1-1 and paying the lowest amount of money for this service. Can NG9-1-1 deliver on that?
Customer Interactions
MAY 12, 2010
'I’m an engineer, and by nature very literal, so it really tweaks me the wrong way when things are misnamed. Naming something defines it, puts it into context, and gives it a shape and form in reality. And for me, nothing is more of a misnomer in our industry than the term ‘virtual’ matrix. You’re probably familiar with the analog matrix.
Customer Interactions
MAY 10, 2010
'If you’re going to PSA-TEC 2010 ([link] and want to learn about transitioning from analog to IP, please feel free to register and drop in on my three 90-minute sessions. The first is for more technical-oriented people who would like an objective view of what transitioning from analog to IP means, and the design options (and pitfalls) that are out there.
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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper
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