customer satisfaction
Cisco Introduces Cloud-based Webex Contact Center Portfolio at annual Cisco APJC Contact Centre Symposium
Today’s lightning speed competitive business environment requires contact centers to think outside the box in delivering new and innovative ways to win and retain customers. To accomplish this, many businesses are considering the cloud as their next logical step in helping them achieve strategic con…
Cisco’s Single Platform and Unified App Make a More Human Approach to Transforming your Workplace
Making the new way of working more human When we delight employees, we increase engagement and productivity which has a direct effect on our customers. According to MIT, when we invest in the employee experience, we see a 25% increase in profits and 2 times the customer satisfaction. But employees…
What Customers Want: Three Ways to Measure the Voice of the Customer
Recently I ordered a pair of shoes online – they didn’t fit so I returned them with the prepaid label and in record time I received another pair. Even though frictionless buying experiences like that are becoming increasingly common, they still amaze and impress me. At the same time, most of us stil…
Quality and Our Thousand-Step Journey
I was at a survival training team activity recently. My biggest insight (besides the fact that Darwin would have written me off!) was how many different ways a wooden plank could be used to aid in survival. The plank truly became the foundation for a series of innovative use cases that could potenti…
Time for a (Reality) Checkup: Are Your Customers Healthy?
Creating customer loyalty is a race against time. It’s been said that after 90 days a business only has a 10% chance of making the customer loyal. Therefore, once that clock starts ticking, value realization must occur quickly or a high probability exists that you will lose the customer. Customer he…
Make Some New Friends: Jimi Hendrix and Customer Experience Part 2
Do the names Linda Keith and Chas Chandler ring a bell? Well, without their influence, we may have never heard of Jim Hendrix. In May 1966, Keith ran into the then-obscure Hendrix playing at the Cheetah club in New York. “He was astonishing – the moods he could bring to music, his charisma, h…
Back to the Future in 2015: Marty McFly’s Contact Center
In the 1989 movie Back to the Future II, Michael J. Fox’s character Marty McFly travels to the year 2015. He sees a future with hover boards, holograms, flat-screen TVs, and video calls. Not bad for predictions made over 25 years ago! But the movie didn’t give us a glimpse of what a contact center m…
An Architectural Approach to Location-Based Services
When was the last time you looked at your mobile device? Minutes ago? Seconds ago? We can’t seem to live without them, and in the consumer space, new mobile services are popping up it seems faster than your Twitter feed can handle. Below are mobile consumer services trends from the latest VNI Servic…