SpeechTEK/CRM Evolution/Customer Service Experience Review: Part 4

In this final wrap-up of the New York events, we review new developments from several key solution providers.

CorvisaCloud is within a few weeks of releasing its cloud contact center platform as a standalone solution. It has been part of the CorvisaOne suite, but will now be available as a “true PaaS (platform as a service) which offers an infrastructure and testing framework that will enable companies that use it to write their own code and be done,” according to Matt Lautz, President and CIO of...

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SpeechTEK/CRM Evolution/Customer Service Experience Review, Part 3

Some companies made major product announcements during the event, while others are integrating new acquisitions, fine-tuning their brands and making internal changes. Several suppliers discussed their plans and reported on their progress.

Inforannounced the acquisition of CRM software specialist Saleslogix prior to the New York conference. Saleslogix’s CRM product will become Infor CRM, giving Infor added presence in the cloud-based CRM market. The integration will also provide greater sales...

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SpeechTEK/CRM Evolution/Customer Service Experience Review, Part 2

When customers anywhere in the world want to know more about a product or service or are simply seeking general information, they now expect accurate, detailed answers almost instantaneously. Many of the innovative solutions on display on the exhibit floor offered businesses new ways to respond to the non-stop flow of questions without increasing their call volume. In addition, suppliers also provided new tools for better employee communication.

Inbentaoffers semantic search capabilities for...

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SpeechTek/CRM Evolution/Customer Service Experience Review - Part 1

Improving Customer Service by Looking at it From the Customer’s Perspective

At the heart of the customer experience is the actual customer and everything he or she encounters in trying to find information, complete a transaction or resolve an issue. At the 2014 SpeechTEK, CRM Evolution and Customer Service Experience event, which was held in New York August 18-20, one common theme was the need for organizations to better understand the customer journey from the customer’s point of view. Companies...

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Solving the Customer Experience Puzzle

When it comes to solving the customer experience puzzle, there’s always the difficult question: How do you create the best customer experience model?  Most businesses strive to deliver a great customer experience, but it’s often hard to define how to put the pieces together.   In an article in CMS Wire, Amith Parameshwara proposes a solution that’s represented via a pie-shaped diagram divided into six pieces that work together to not only improve the customer experience but also to provide...

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Growth Through Customer Service

On my way to meet some friends recently, I was stopped at a traffic light behind a company truck that immediately caught my attention. Written across the tailgate was what I assumed to be the company tagline, ‘Growth Through Customer Service’. While I can’t comment on whether or not this company lives up to that motto (I wasn’t able to catch a glimpse of the company name on the truck), there’s no doubt that this really should be a goal of every company.

I'm sure you've read a lot about customer...

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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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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 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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The Outcome-Focused Future of CRM

CRM evolves over time, along with the company, its customers and the industry’s technologies. The real question isn’t, “What should CRM do?” We know that answer: it should collect data, analyze it and focus on what consumers want. CRM should also have its hands in sales, marketing and customer service. Instead, the question should be, “How can CRM do it all?”

Is CRM Dying?

The “death” of CRM rumor has been circling for awhile, but in our opinion, it’s exaggerated and not something to worry...

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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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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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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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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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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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