5 Reasons Your Contact Center Needs Speech Analytics

When asked about their experience with the customer service of companies, only seven percent of consumers responded that they have received service that surpassed their expectations. Meanwhile, 26 percent report having had to deal with being passed between agents with ultimately no resolution to their original problem.

That is abysmal.

It is also perilous, considering that it takes 12 positive service experiences to compensate for just one negative experience, and is 6 to 7 times more costly to...

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Predictive Analytics and Omnichannel Solutions

One prediction that’s easy to make is that interest in predictive analytics and omnichannel solutions will continue to increase exponentially in 2015. Businesses are more aware of the need to understand what drives customer behavior across all touch points and be proactive in their response. We caught up with two solution providers to find out how their products help improve customer engagement.

SAP offers choices for companies that want to think beyond single transactions and engage customers...

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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 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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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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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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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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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 V

With customer expectations constantly rising, companies are seeking service options that allow people to get information, resolve issues and complete transactions more quickly and efficiently.  Innovative solutions abounded at Call Center Week with enhanced chat, co-browsing, click-to-call and IVR front and center. In this report, we review a few of the more interesting products presented on the exhibit floor.

Connect First From the customer perspective, the ongoing issue with IVR systems is that...

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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 - Review and Interviews - Part 1

Call Center Week, widely recognized as one of the industry’s most comprehensive educational and product information events, continued its pattern of growth in 2014.  The event took place in Las Vegas June 9-13, with approximately 1,500 call center professionals, including experts from more than 150 exhibitors gathering at the Mandalay Bay Resort and Casino to exchange ideas, explore emerging technologies, hear from leading authorities, and discuss what’s working in contact centers across a broad...

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3 Technologies to Improve the Call Center

Accomplishing more with less - both less time and less money - is the key to running a successful call center. Fortunately, there are many technologies that can help your call center to achieve more productivity in a reduced amount of time while costing less money overall. There are two steps to this process: utilizing your current tools smarter, and investing in technologies that will improve service.

1. Call-Back

Decreasing or even eliminating hold times is on every call center’s list of high...

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How Close Are You To Your Customer

(Today's Article was guest written by Dr. Michael Rothschild who works for NICE Systems. NICE Systems (NASDAQ: NICE) is the worldwide leading provider of software solutions that enable organizations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets.)

Recently my travels took me to a small town in New England that looked like it was a Norman Rockwell picture that came to life....

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Channel Confusion: Why Leading Brands Are Failing CX Act’s Customer Service Stress Test

In 2014 you’d think businesses would know better, particularly the top brands in major consumer marketplace categories.  By now, they’d have to be aware that just delivering effective service on the phone is not enough and that when customers become frustrated in their efforts to gain assistance on other channels, they’re less likely to do business with your company.

But when customer experience improvement firm CX Act, Inc.,formerly TARP Worldwide, conducted a series of studies to examine...

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Formal vs. Informal Customer Service: Which Voice is Best to Use?

For people who’ve been in the business world for a long time, it’s tempting to stick with straightforward, professional business speak. Unfortunately, when it comes to working with customers, this type of frank speech can harm your business more than help it. How do you know when to remain proper and when to loosen up a bit? It’s all about being in tune with your industry and your customer.

Parrot Their Speaking Style

How is the customer speaking (or e-mailing)? Are they loud and boisterous, quiet...

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