Customer Journey Mapping Techniques: Research and Behavioral

There are several different approaches to mapping the customer journey. Two popular techniques are research mapping, which involves voice of the customer data, and behavioral mapping, which determines the customer’s underlying reasons for taking certain actions.

In general, improving the current customer journey map follows four main stages. First, it’s necessary to create a framework that includes the standard stages of the journey that practically any customer and persona will go through, like...

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How to Use Voice of the Customer Technology

Voice of the customer tools are most effective when they consider the entire customer journey and all of the interactions that take place throughout. Before a voice of the customer program can be implemented, the contact center needs to determine what they’re going to measure and how the insight will result in improvements. Focus should be on easy-to-measure data that will drive benefits for the business. At the start of a new voice of the customer program, a baseline measurement should be...

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Loyalty360 Report Reveals Challenges of Listening to Customers

In its latest CMO Challenge report, Loyalty360 partnered with Genesys to explore the challenges and opportunities of listening to customers. The research discovered that the use of customer feedback to improve customer experience is pervasive, yet as marketers increasingly tap into emerging technologies and channels as a Voice of the Customer data source, taking action on the feedback is not without challenges. In fact, four distinct challenges related to listening to customers and surveys...

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How to Calm an Angry Customer and Use Complaints to Your Advantage

Difficult customers have a way of discouraging customer service reps from doing their job. When contact center agents feel like they can’t please a customer, it’s difficult to stay positive. Taking on the challenge, though, and finding ways to calm a customer while meeting their expectations improves the customer experience and salvages the business-customer relationship. Before you can offer a refund, freebie or other kind of help, you have to work with the customer to settle them down.


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Hilton, FedEx, Allstate Among Finalists in Loyalty360 Customer Experience Awards

 A field of 21 brands, representing those that are truly putting the customer at the center of their respective companies, is set to compete in the second annual Loyalty360 CX Awards. The awards will be presented during a special luncheon at the 5th annual Engagement & Experience Expo set for Nov. 9 – 11 in Dallas.   The 2015 Loyalty360 CX Awards come at a time when brands are increasing their focus on customer experience as a critical strategy for overall growth and profitability. According to...

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Digital Chat Agents: Workflow Automation and Constructive Insights

Today’s consumers use online self-service more often than they use voice channels. Digital chat agents are a major part of the online experience, coming in to help midway through the customer journey and quickly picking up where customers left off. Web chats help automate workflow and they provide useful insights for the contact center.

Automating Workflow with Digital Chat Agents

Auto-initiated chats and canned replies can begin the customer-agent conversation without using up much of the...

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How to Improve the Customer Experience with Optimal IVR Systems

According to, customers are four times more likely to go to a competitor because of poor customer service than because of product features or price. Companies that want to set themselves apart from the competition will improve the customer experience by reducing wait times and solving problems faster. Contact centers are utilizing IVR systems to streamline customer-to-brand correspondence.

What is IVR?

IVR stands for “interactive voice response.” These automated systems have...

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An Overview of Modern Outbound Communications

 A contact center’s priorities should include staying in touch with customers and personalizing messages to meet individual needs.

Originally, outbound communications were used mainly for collections and emergency announcements. A new goal is to provide valuable messages to customers about things they’re interested in or would want to know. Outbound communications include:

• Change notifications

• Cross-sell and up-sell offers

• Customer support

• Marketing campaigns and promotions

• Service alerts...

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Four Common Mistakes the Call Centre Agents Do While Answering the Calls of Your Customers

While there are multiple channels available for customers with a wide variety of opportunities for customers to get in touch with your organization be it email, social media, web chat and text messages, voice has continued to be on top of your customer’s interaction. One of the biggest challenge of your customer experience comes back down to the people who could deliver the best practices to your agents.

In a recent study conducted by Zendesk Study founded that the customers who have had a bad...

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Benefits of Speech Analytics for Contact Centers

Analytics software lets companies get unstructured data following customer interactions. This is one of the best ways to gain insight about the customer. The software also leads to a better customer experience as well as gives the brand more of a competitive advantage. Contact center management can understand what their customers are thinking and find out how well their agents are performing.

Improving the Customer Experience

Software will mine and analyze audio data to detect emotion and stress...

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7 Benefits of Using IVR Systems at Contact Centers

Interactive Voice Response (IVR), are used for a multitude of services, including remote banking, survey and poll taking, call routing and forwarding, order transactions, marketing and information lookup. The system can accept and understand a variety of voice and button input selections. IVR systems have pre-recorded responses for multiple situations, access to data and voice recording abilities. Contact centers benefit in the following ways when using IVR.

1. Empowered Customers


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How to Empower Your Employees to Provide Excellent Customer Service

Small brands can easily improvise in order to please customers. With boutique companies, management knows each of its customers, what they expect and what would best benefit them. Guidelines are easily tweaked in order to provide stellar customer service. Larger companies and brands that are scaling, however, have a greater challenge when it comes to keeping everyone appeased. Here are five ways to enable customer service agents in order to keep customer expectations fulfilled.

1. Establish the...

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The Banking Industry Challenges the TCPA

Blog contributed by Gryphon Networks

The Federal Communications Commission (FCC)’s rules under the federal Telephone Consumer Protection Act (TCPA), particularly those regulations around automated dialers, are some of the most contested issues facing the financial services industry today.  Unlike other regulations bankers face, the TCPA does not regulate industry but behavior; therefore, blanket regulations are impacting all businesses across all markets regardless of how each organization...

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ICMI Contact Center Expo and Conference Summary (Part 2)

There was a buzz on the show floor during exhibit hall hours at the ICMI Contact Center Expo and Conference. The organizers kept the hall open during times when there weren’t any formal conference sessions scheduled. This concentrated timeframe gave exhibitors greater access to the contact center professionals in attendance, keeping them constantly busy discussing their solutions. In this second part of our coverage, we examined the perspectives of PSS Help, Salesforce Service Cloud and TCN.


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ICMI Contact Center Expo and Conference Summary (Part 1)

The 2015 ICMI Contact Center Expo and Conference brought executives,  managers and supervisors together at the Walt Disney World Dolphin Resort in Orlando, FL from May 4-7. The event provided diverse educational and networking opportunities, a comprehensive exhibit hall displaying the latest products and services, case studies, and site tours.

After an opening night reception on Monday, ICMI Contact Center Expo kicked off with a Tuesday keynote address by Dennis Snow, a long-time Disney executive...

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