Matthew Storm

The Supply Chain Crisis: Hear it in The Customer’s Voice

The impact of the supply chain crisis is being measured in many ways – part shortages, the cost of shipping, the amount of containers, shortages of port workers, truck drivers and the list goes on. These factors and the corresponding financial impact traverses our...

How do I monitor contact center agents working from home?

In my home, we all drink a shot of vodka each time a journalist or family member uses the term "new normal" in conversation.  I'm so tired of this phrase.  We are all adjusting our routines - some more drastic than others.  But if...

2014 – The Year of the Employee

In the recent past, many industry analysts and pundits have labeled certain years as "The Year of the Customer." Although I wholeheartedly agree that the customer comes first, and it makes sense to make smart decisions based on the customer, I believe that...

Mastering the Voice of the Customer with Cross-Channel Interaction Analytics

Guest Post By: Shlomi Ziv and Vasudeva Akula. Customer Dynamics—the ongoing, multifaceted interactions and transactions between customers and organizations—contains a wealth of information about how companies can improve. Tune in to it and you can learn how to improve products, what services customers want, where...

Listening: The Best Defense against Customer Churn

In the day-to-day management of the call center, when customers decide to leave your company it’s easy to blame the agent. The agent wasn’t quick or courteous enough. The agent didn’t present the retention offer correctly. The agent didn’t use the script. But when...

Customer Intent to Insight to Impact: Customer Dynamics in Action

By Brian Spraetz In a recent post, we introduced Customer Dynamics—the ongoing, complex interchange between businesses and customers occurring across all customer touchpoints. That post included an overview of a methodology for optimizing Customer Dynamics that involves capturing intent, extracting insights and acting to create...

Contact Center Customer Feedback as a Strategic Tool

Guest post by Eyal Kirshner. In the call center business, everyone knows it’s basic practice to collect customer feedback. But it seems few remember why. A Gartner study shows that 95% of companies collect feedback, however only 10% make improvements based on this feedback. The…

It’s Not Chaos–It’s Customer Dynamics

Guest post by Udi Ziv This year’s NICE annual benchmark study on contact center trends revealed increases in the overall volume of customer interactions, and in the number and variety of channels by which these interactions occur. Neither of these trends is likely to surprise...

Customer Interactions: Beyond the ‘ATM Approach’

Lately I've been seeing a significant amount of coverage in the news about personal finance. Startlingly, it seems a large number of people have begun to manage their spending based on a decision-making process that I call the "ATM Approach." If the withdrawal or...

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