Faster, Smarter, Safer: Revolutionize Service in Real Time

This post was written by Miki Migdal, President, Enterprise Group, at NICE Systems.

If you’re anything like me, you love the way digital technology has made our lives so much easier. Remember the days when you actually had to look in a phone book to get someone’s number? Or even a year or two ago when you had to phone a cab company instead of just pressing a button on a Smart phone app?

The thing is, as technology gets smarter and faster, customers get used to instant services and information....

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How to Turn Your Customers Into Brand Advocates

Loyal customers are excellent for regular revenue, but they can also become brand advocates for your business. Every business, no matter how large, can benefit from additional marketing; word-of-mouth promotions from satisfied customers is highly effective. By having your customers recommend your company to their friends, family and co-workers, both your customer base and brand awareness could increase.

Identify the Advocates

First, you’ll have to identify the customers that will make solid brand...

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Unleasing the Potential of Your People

People do amazing things when given the space, freedom and tools to do so. This article from the Professional Planning Forum builds on previous research by David MacLeod, who identified four primary enablers of employee engagement. The Forum article relates these to life in the customer contact centre, cross-referencing them to over 30 case studies and providing demonstrable evidence that links employee engagement to the massive benefits that result.

“To release the potential of our people, we...

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CRM and Business Planning

If you’ve recently implemented CRM technology, you may be excited about the customer relationship aspect of your brand new system. However, you may also be overlooking the management capabilities of this technology. Yes, CRM can help businesses gain sales insight, understand customer buying habits, manage contact with consumers and market to prospective customers. According to Destination CRM, it’s also a way to plan.

4 Areas of Business Planning That CRM Assists

1. Business Processes

2. Sales...

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3 Rules of Customer Engagement

In today’s world, the customer is in charge, an aspect that’s changed hugely since social media picked up speed. As customer feedback grows, businesses have to shrink - not literally, but in impression. Huge, big-name businesses have to appear smaller in order to meet the individual demands of their customers and prospective. Luckily, CRM technology is making it easier to figure out what every single customer wants and to meet those requirements in personalized ways.

1. The Customer Is In Charge,...

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The Circle of Power - The Top CMO Influencers (Part 2)

This post was written by Idit Aloni-Halfon, a passionate Customer Experience professional, at NICE Systems. Idit has spent the last decade consulting and leading CX initiatives in large organizations. As she works with industry influencers, her passion is finding new ways to build exceptional Customer and Employee Experiences.

CMO is a standard title, but is far from being a standard job function. Although the role of CMO differs between industries and organizations, one common factor is that...

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7 Annoying Aspects of Social Media Customer Service

While some businesses have a natural flair for social media, others sink more than they swim. Here are 10 habits to avoid if you’re trying to attract customers instead of annoy them.

1. Constantly patting your own back doesn’t convey quality work - it conveys egomania and maybe even a touch of delusion. Saying that you have the best products on the market doesn’t go far online; showing it is a much better use of your time.

2. When a customer goes out of their way to mention you in a post,...

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7 Ways to Reduce Call Volumes with Self-Service

Customers do not like waiting long periods to reach a customer agent.

When larger corporations such as Verizon, Sprint, Kmart, Walmart and others place their customers on hold, the one hour and more wait times cause distress. Many customers are impatient and will not even wait for more than five minutes on the phone.

When this happens, there is a large risk of losing customers. Adding and encouraging your self-service portal can help reduce call volumes drastically. The more accessible you make...

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How to Eliminate Hold Time

Ask someone what they hate the most about call centers and their answer could very well be this: holding. Waiting on the phone wastes the caller’s valuable time! Other grievances could include navigating unclear, lengthy phone menus and having to constantly repeat information to agents. Many call centers have unnecessarily complicated practices, which takes a major toll on customer service. Varying communication options, like call-back technology and live chat, provides a better call center...

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Jargon-busting the modern call centre

As technology develops, new words are entering the English language every day and it’s hard to keep up. There are approximately 1,000 new entries to Oxford Dictionaries Online every year – and a large proportion of these words are used to describe new technology or online behaviour.

It’s certainly no different in the modern call centre; with so much technology enabling call centres to improve their service, from cloud technology to CRM and IVR, it’s quite easy for new words or phrases to pop up...

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7 Things to Know About Employing Remote Call Center Agents

It’s common for call centers to have at-home, remote agents.  Convenience and lower cost are just two of the benefits to having employees who work from home. What do call centers need to know about employing and managing their agents who aren’t in-house, though? Read on to find out.

1. Hiring remote workers can potentially cut business costs by limiting office space.

2. By allowing agents to work where they’re most comfortable, productivity can go up, according to Forbes. The key to this is hiring...

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Offering Mobile and Social Support for Increased Customer Engagement

By Chris Ezekiel, Founder & CEO

It’s impossible to have a comprehensive discussion about customer engagement without raising the topics of mobile and social. Customers are on the go and expect in-the-moment service, literally at their fingertips. They are increasingly taking to social platforms such as Facebook, Twitter and community forums to seek support and air their complaints. Organizations that ignore these channels are missing out on prime opportunities to engage with customers and risk...

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How To Provide Technical Support Without Engaging Live Help & By Using Your IVR?

For most web, mobile, TV and cable users, encountering the “No reception – please contact your service provider for further assistance” message or having to reset a model or configure a product is a matter of contacting tech support. 

More frustrating than being deprived of your favorite TV show or social media is the daunting experience of trying to reach the technical support department via the company’s IVR system. Listening to multiple and confusing options, and finally, after pressing the...

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The multibillion dollar cost of poor customer service in Australia [INFOGRAPHIC]

Today’s customer is changing the world of customer service. They’re using more channels of communication, will switch businesses following an inadequate experience, and even take their revenge online.

Check out this infographic to discover the real impact of poor customer service in Australia, taken from independent research NewVoiceMedia carried out recently. Then download our report, ‘Australia: A Nation of Serial Switchers’ for all the facts and figures.

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Winning the hearts and minds of your customers... one customer at a time

This post was written by Natalia Piaggio, a Director in Business Development at NICE Systems. Natalia brings more than ten years of experience working in understanding customers and building customer engagement strategies to narrow the bridge between companies and consumers.

Customer Experience can be rocket science, but it doesn’t have to be…

Last week I flew from London to NYC to attend the Forrester Customer Experience Forum where over 1,200 professionals gathered to talk about the hot topic...

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