Don’t Ask Your Customer What They Want, Predict What They Need
Increasing IVR participation, while enabling callers to exit to an agent, can save time and frustration for customers and providers. Recently, Genesys started a project with one of our longtime...
View ArticleGuide Your Agents to Success with Agent Scripting for Collections
In the Collections world, agents are asked to pick up the nuances of new campaigns, clients, and agent groups within weeks, if not days. From new hire training to compliance language, or even simple...
View ArticleMind the Gap: Closing the Loop with Customers
With the United Kingdom and most of Europe in the midst of, or just emerging from, a double dip recession, consumer-oriented companies are looking for ways other than price to differentiate themselves....
View ArticleThe Tumultuous World of Compliance in Mobile Marketing
Compliance. That’s not a subject that you (or I) as a marketer ever really want to focus on. Tell us about the newest, latest, and greatest technology that we can use to reach out and engage our...
View ArticleDear Bad IVR
Dear Bad IVR, Sorry I stopped contacting you…honestly? It’s not you, it’s me. I need more, I deserve more and I expect smartness and intelligence built into you. I do not call you to give me senseless...
View ArticleTwo Reasons Your Company is at Risk for Regulatory Compliance Penalties
In many organizations, a lack of visibility and automation of back office workload puts them at risk for regulatory compliance shortcomings. Manual distribution and employee prioritization of workload...
View ArticleWhat’s Love Got to Do With It? 4 Ways to Nurture Your Promoters
Many organizations have worked tirelessly to develop, run, and analyze survey programs and methodologies, such as Net Promoter Score (NPS), to gather customer feedback. Whether the results are...
View ArticleWhich is your Customer Engagement Architecture – Spaghetti or Lasagne?
The problem with many organization’s customer engagement architectures is that they have been built up over time. As new channels have been added they have created a ‘spaghetti architecture’ built-up...
View ArticleCRM or Customer Engagement. What’s the Difference?
I had an interesting question posed to me the other day. In essence, I was asked what the difference was between Customer Relationship Management or CRM and Customer Engagement, which is often linked...
View ArticleBeyond CRM and BPM – Optimizing the Workforce from the Front to Back Office
For the past 15 years or so the customer service industry has focused on gathering together rich data about customers and attempting to manage each and every interaction that they have made with the...
View ArticleCustomer Experience Disconnect – Really?
I prefer to discuss positive and happy customer experiences more than negative customer ones. However, my recent experience with a company with which I do business highlights a great use case of...
View ArticleWhat the future of work looks like – today!
Should businesses process customer work tasks first in and first out, one right after the other in service fulfillment areas? I hope you said no! But this is exactly how most companies and...
View ArticleBuilding a Blockbuster Customer Experience in the Cloud: 3 Mistakes to Avoid
My family are avid movie goers, especially during the holiday break. The best part for me is the coming attractions. In marketing there is never a need to build buzz more than for a movie coming out...
View ArticleIs Your Customer Routing Strategy Adequate for Today’s CX? 3 Questions to Ask…
Consumers worldwide have radically changed their buying and service-request behavior over the past 10 years – from using multiple channels to reading reviews on social media to increasingly relying on...
View ArticleMoving Beyond Queue-Based Routing: Webinar Q&A Highlights
Last week, Charlie Godfrey and I hosted a webinar on the need to move beyond queue-based routing. Clearly we hit a nerve, as it resulted in several thousand registrants around the globe. As a contact...
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