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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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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Call Center Week - Reviews and Interviews - Part VI

For most businesses that haven’t already migrated their contact center to the cloud, the ultimate decision that needs to be made is not “whether” to take the step, but “why” and “when.” While continuing to acknowledge the cost and productivity benefits of making the transition, solution providers can also provide a plethora of additional incentives, including dramatically enhanced flexibility, creating a competitive advantage and increased functionality. As always, cloud solutions were plentiful...

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Call Center Week - Reviews and Interviews- Part IV

Businesses are seeking innovative contact center solutions that enable them to engage customers via an expanded range of functionalities. Companies want their multichannel campaigns to deliver a consistent yet individualized message across every touch point, and even have the capability to bridge the gap between digital and print media.  Organizations also wish to be able to track calls, send out SMS and voice broadcast messages and deploy predictive dialing solutions that offer...

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Call Center Week - Reviews and Interviews - Part II

One of the key measurements of success in any contact center environment is achieving a higher level of customer satisfaction. Businesses are increasing their use of sophisticated knowledge management tools, behavioral analytics, and contact center technologies to better engage their customers while improving agent performance and productivity.  Companies are seeking solutions that offer ease of implementation, flexibility and the potential for rapid ROI.  In this report on emerging...

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How Mobile Devices Are Changing the World of Customer Service

Today, it’s not just your website that has to be able to adapt to mobile customers - it’s your customer service, too. Mobile devices (smartphones and tablets) have allowed businesses to try out tailored, personal marketing - and it’s working. Mobile marketing isn’t exactly one-on-one, which would be practically impossible for big business, but it is business-to-niche. This type of outreach helps a business learn more about its customers while increasing engagement.

Fishing in a Smaller Pool

With mo...

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Consumer Opinion Can Make or Break Your Brand

 Guest Blog Post By: Kristin Muhlner, CEO, newBrandAnalytics,

Two key actions are imperative to improve your customer relations – listen and engage with your customers. Social media is the natural channel for both. We are living in the age of the consumer, and retailers need to take action to maximize brand loyalty and ensure positive customer experiences.  Identify customer complaints through social channels and resolve those issues by implementing suggestions posed through customer feedback.

Patr...

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Common Customer Service Mistakes on Social Media & How to Avoid Them

Every single day, millions of people log onto social media to share stories about the stellar or terrible service a business provided. Word-of-mouth from friends is far more influential than a business’ ads. Companies had to learn quickly that tuning into various online channels is important to making a good impression and to rectifying bad impressions. However, businesses everywhere should avoid these common social media mistakes.

1. Writing Low-Quality Posts and Responses

Once upon a time, social...

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The Case for Interaction Analytics in B2B Selling

Most businesses know how to leverage Interaction Analytics within the call center, but do you know how to leverage it in the B2B field sales environment?

While marketing, purchasing, and other strategic departments know how to take the insights from Interaction Analytics and apply it to decision making, we find most customers miss taking the same insights into the B2B sales field for that added competitive edge.

Here are the top 3 ways to leverage Interaction Analytics in an RFP situation:

Drill...

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5 Components that Every CRM Training Program Needs

Customer Relationship Management, or CRM, is a system that was put in place to give companies more flexibility with the interactions that they have with customers. Simply put, it's a software platform that removes some of the more tedious interactions and streamlines the customer service experience.

 

Understanding CRM

 

CRM is flexible enough to be used by any industry and for any company. Research has shown that CRM usage has increased from 56% in 2012 to 74% in 2013 alone. It manages data like...

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What Drives an Exceptional Customer Experience?

Leading customer feedback insights analyst firm, CFI Group, recently published its Contact Center Satisfaction Index (CSSI) for 2013 (download the report here).  The results should be a wake-up call for call centers everywhere.  2013 saw an 8-point drop in the CSSI from its high of 77 in 2012 to a record low of 69 in 2013.  While there's probably no need to hit the panic switch just yet, it's equally clear that consumers' expectations of call center services have outpaced their ability to...

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Will Customer Experience Improve in 2014? – YES! Top 5 Reasons

Customer experience is more important than ever.  

Companies are realizing that creating and delivering an exceptional customer experience, one that is unmatched by the competition, is the key to gaining a competitive edge and the continued satisfaction and loyalty of the consumer.  

I believe that 2014 will eventually become “the year of the customer” with significant investments by companies that focus on customer experience.

Here are 5 reasons why customer experience will improve in 2014: 

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The C-SAT Paradox

What Customer Satisfaction Scores Really Mean in a Self-Service Focused World

 

As websites become more sophisticated and self-service options are continually improved upon, the idea is that fewer customers will need to call, chat or email in for assistance.  We know that consumers, particularly in younger generations, prefer to do things on their own, to find their own answers and solve their own problems using online resources on their own time.  Companies have focused a great deal on optimizing...

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Customer Service and Social Media: 6 Reasons Why They’re a Perfect Match

When the Internet started gaining on small businesses, entrepreneurs didn't pay much attention to it. After a few years, though, they couldn't ignore it any longer. Today, customers of all shapes and sizes - newbies and regulars, happy-go-lucky and impossible-to-please – log on to weigh in. Today, customer experience - the good, the bad and the very ugly - is online for the world to see. How do businesses handle this overabundance of opinion? They make social media work for them and use it as...

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Retention and Growth Based on Omni Channel Customer Service Improvement

Organizations must stay ahead of the curve by improving upon the different layers of the customer experience. From the call center, to social media, to web sites - customers interact with a firm on several different channels. Each level must be maintained and structured in order to encourage growth and garner current customer retention. The quality of omni channel customer service is essential to ensure a firm's success.

In order to keep up with ever changing trends and...

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