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The Key to Cost-Effective Customer Experience Automation

Posted on June 11, 2019 by Dan Burgin

Today, almost all contact centers use some type of call automation to lower costs, mostly in the form of an Interactive Voice Response (IVR) system. This has not been terribly effective in automating much, and when it attempts to automate workflows, it often is at the cost of customer satisfaction. Most contact centers are stuck in an old paradigm for automation, but new tools are maturing. Approaches are available now that can dramatically improve your bottom line, while raising your customer loyalty and satisfaction.

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Responding to Changes in Customer Experience + Marketing

Posted on May 30, 2019 by Kathy Sobus

In part one of this blog series, we explored the reasons why customer experience and the role of the Chief Marketing Officer are evolving. We'll now explore how you can respond to these changes.

Information: it's key to improving both the customer experience and marketing efforts. While the customer seemingly holds the advantage with access to information, companies are hyper-engaged in the process of monitoring, researching, and responding. The ability to leverage data enables marketing to get ahead of opportunities. The vast amount of data available today enables companies to understand and communicate with their customers more precisely and in more ways than ever before.

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Is the Chief Marketing Officer Becoming the Chief Transformation Officer?

Posted on April 16, 2019 by Kathy Sobus

Consumers are more informed than ever before, and their preferences and behaviors are constantly changing. They have dramatically higher expectations, demanding personalized service, more options, faster resolution, and a consistent experience across all channels of communication with a company. Customer loyalty is largely a prehistoric notion, given the ability for consumers to leverage and provide information and reviews online. In fact, according to LeadGenius, a customer’s first contact with a company is roughly 60% of the way through his decision timeline. As a result, companies are increasingly focused on syncing their brand pledge with the experience they deliver.

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Omnichannel vs. Multichannel: What's the Difference?

Posted on April 2, 2019 by David Lover

Omnichannel is a big buzzword when it comes to one of the latest trends in contact centers and customer experience. I’m hearing a lot of vendors, partners, and even customers initiating the discussion. I get really excited when people bring it up, but sadly, I very quickly get deflated once I realize everything they’re talking about is actually just multichannel. So, I thought I’d take a look at some of the big differences between the two.

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Providing a Secure and Efficient Customer Experience with Voice Biometrics

Posted on March 5, 2019 by Kathy Sobus

This blog was co-authored by Windsor Tanner, Vice President Solution Sales, Americas, NICE.

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Putting an Airline’s Customer Experience to the Test

Posted on February 12, 2019 by Rox Burkey

As a customer experience professional, I find myself more attuned to experiences I receive as a consumer. One of my favorite stories, which occurred to me and 200 of my now-closest friends, involves airline travel. Traveling today can be filled with a number of pitfalls: everything from weather, overbooking issues, and poor communications to outdated tools left in the hands of inexperienced gate agents. My experience unfortunately brought all of these elements together for the perfect storm in passenger delay.

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A Roadmap for Getting AI into Your Organization [Part 2]

Posted on January 15, 2019 by Kathy Sobus

In the first part of this blog series, we explored the reasons why many companies are slow to adopt artificial intelligence. We also discussed how the contact center can be a natural place to consider an augmented intelligence/augmented experience deployment, which can serve as a precursor to artificial intelligence or stand on its own. In this post, we will look at AI in action to discover how it can help transform enterprises.

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A Roadmap for Getting AI into Your Organization [Part 1]

Posted on January 10, 2019 by Kathy Sobus

If you use Siri on your mobile device or Alexa or Google at home, you know that artificial intelligence (AI) is a fast-growing component of the consumer world. Six billion devices are going to begin proactively asking for support in the near future, according to Gartner. Voice-enabled AI applications like these and others are making life more convenient for millions of people around the world.

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ConvergeOne Thought Leaders Share What You Can Expect at Avaya ENGAGE 2019

Posted on January 8, 2019 by ConvergeOne

With Avaya ENGAGE quickly approaching, we decided to check in with ConvergeOne thought leaders—who will be presenting at 27 sessions during the event—to get a sense of what we can expect. These are the primary themes that emerged.

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ConvergeOne's Net Promoter Score Enters "Excellent" Status at 70

Posted on January 3, 2019 by ConvergeOne

ConvergeOne prides itself on providing an exceptional customer experience. We team with our customers to develop innovative solutions and deliver consistent services that propel them to the forefront of their industries and position them to be their customers’ champions. By doing so, we hope to become their trusted partner and advisor. One way of measuring whether or not we're succeeding in this effort is to calculate our Net Promoter Score (NPS).

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