OrecX
MAY 16, 2018
The General Data Protection Regulation (GDPR) is coming into effect in 10 days, on May 25, and for any company in any industry that records calls, there are some thinks you really need to know. Here are several suggestions to carefully consider in order to become GDPR Call-Recording Ready. Plus, you want to do everything you can to avoid a fine up to 4% of your total annual revenue.
ShepHyken
MAY 16, 2018
A successful customer experience strategy is a result of the company’s culture. In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. So, let’s look at the inside of the company. Let’s look at the EX, which is the Employee Experience. The EX is part of the culture.
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Callminer
MAY 16, 2018
First call resolution is arguably one of the most important key performance indicators (KPI’s) because it shows how effective your agents are during conversations with customers.
CX Accelerator
MAY 16, 2018
Ten years is a great deal of time in the life of a mortal. Considering the average life expectancy of a white bloke in the state of Tennessee is only 73.94 years, this is a really long time. Apparently I’d live eight years longer if I moved to Hawaii? Something to ponder for the future. ?? For now, it’s time to explore the past. This week I’m celebrating 10 years working for the same organization.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Contact Center Pipeline
MAY 16, 2018
The old saying, “Good, fast, cheap… pick two,” tells us we can’t have it all. But today’s low-cost contact center technology options send a resounding message that is as odds with this maxim. And it’s not just one or two vendors with this message. It comes from legacy premise solution providers, long-standing cloud infrastructure and […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Fonolo
MAY 16, 2018
In any industry, sport, or even a good game of poker, success hinges upon a confluence of many factors: Skill, experience, and favorable timing all shape the path towards becoming a champion. Still, it’s easy to get distracted from the basics and take your eye off of the ball. Players in the customer service (CS) game know this better than most. While there’s a lot to sift through in an industry constantly turned on its head by new trends, management styles, and technologies, some basic things a
Amity
MAY 16, 2018
We’ve been talking about it for a while, but here we are. The GDPR officially comes into effect on May 25th, and for SaaS companies, it’s time to finalize their compliance efforts. The EU General Data Protection Regulation (GDPR) is said to be the most important change in data privacy regulation to date. The GDPR’s primary goal is to protect and empower all European Union citizens’ data privacy.
Return Customer
MAY 16, 2018
A recent study by Accenture found that over 90 percent of companies today have some kind of customer loyalty programs in place. Yet, over 71% of customers surveyed by the researchers said that these programs do not really engender loyalty. One of the primary reasons for this wavering loyalty is that although investments in such programs have increased, businesses have not kept pace with understanding their customer’s responsiveness to these initiatives.
Sykes
MAY 16, 2018
Irving Williams credits two things for his rise from call center agent to site director at the SYKES Malvern call center: The first is that he is good at call center work. “When I started I found out that I was really good in call center life, talking to people and helping people out.”. The other is his military training. Shortly after starting at SYKES in 2009, Irving enlisted in the Navy Reserves.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Eptica
MAY 16, 2018
Date: Wednesday, May 16, 2018 Author: Anne-Claire Bellec How artificial intelligence can transform your customer experience. Published on: May 16, 2018. Author: Anne-Claire Bellec When interacting with brands, consumers want the process to be easy , effective and based on an understanding of their emotions and the individual needs. They want a personalized service – and their expectations are continually growing.
Influitive
MAY 16, 2018
In the 1994 film Angels in the Outfield, a disembodied voice talked Kevin Costner into building a baseball field with some of the worst marketing advice of all time: “If you build it, they will come.” Success in advocate marketing takes way more than just launching a program. No team of ghostly heroes will materialize.
Olympia Consulting
MAY 16, 2018
It is said that 85% percent of a message is something other than the words you speak. That includes your tone of voice, pace of speaking, eye contact, or body language. All these non-verbal communication factors (or “non-verbals”) can reinforce what you are saying, or could contradict your words. Don’t Forget to Listen and Smile … The post Top Ten Customer Turnoffs: “Wrong tone of voice or poor body language” appeared first on Olympia Consulting.
C3Centricity
MAY 16, 2018
Why do companies still try to cheat their customers? There have been a lot of articles recently exposing the behaviors of organisations who clearly haven’t adopted a customer first strategy. Companies who still think it’s OK to try to attract customers and entice them to purchase with less than honest promises and behaviour. . I know that this has always been the case in some businesses; trying to convince the customer that what you have to offer is exactly what they need – eve
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Kayako
MAY 16, 2018
My good friend runs a content marketing company. When she got started, most of her clients were on a monthly retainer and paying for blog content and social media management. She decided that she also wanted to offer email marketing services, and so she built a landing page and set up LinkedIn Ad, hoping to gain some inbound leads. After a couple of months with no success, she decided to get on the phone with her current clients and offer the same services.
inSided
MAY 16, 2018
For many companies, the most popular strategy for achieving customer success is focusing on customer value, specifically by aligning the product with customers needs.
Sabio
MAY 16, 2018
At the beginning of the year we highlighted Messaging as a customer communications channel we thought had significant momentum and that was poised for further expansion during 2018.
iCiDIGITAL
MAY 16, 2018
Most enterprise level companies don’t have just one site in their portfolio they have 2, 5, 10, sometimes even hundreds. They could be scattered across multiple platforms or even worse on a server underneath the IT guys desk. Choosing a platform for your company is key and having one that can handle all the sites in your portfolio is crucial. AEM like many other platforms has a multi-site manager, making it easy to manage and maintain multiple sites on one instance.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Jon Arnold
MAY 16, 2018
I've been following Toronto-based Fonolo for years, and they continue to stay on the leading edge of contact center technology. CEO Shai Berger hosts occasional Google Hangout panel discussions, and I'll be on the next one, taking place on May 31 at 3pm EST. We'll be joined by Daniel Hong from Forrester, and Kevin Brown of Banner Health. This is a live broadcast, and to register, all the details are here.
CSM Magazine
MAY 16, 2018
Research has proven that people make their first impressions within seven. seconds. If your potential customers don’t like what they see during those quick. moments, then they won’t walk into your store. And as you know, you don’t. get a second chance at a first impression. Therefore, it’s important that. you do all you can to catch people’s attention as soon as you can.
Playvox
MAY 16, 2018
Establishing a company culture is essentially creating a way of life in the office. It sets the tone for the mindset and energy you want your employees to be in.
CX Journey
MAY 16, 2018
Image courtesy of Pixabay Today I'm pleased to present a guest post by Jason Grills with ProProfs. Ever since 1994, Amazon has been spreading its impact and dictating trends in the e-commerce industry. If you’ve ever used its services, you’ve probably had the chance to directly witness one of the crucial reasons for its success. What makes Amazon a market leader with constantly-increasing revenue is the relationship that this company builds with every single customer.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
ClientSuccess
MAY 16, 2018
For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.
COPC
MAY 16, 2018
“What do our customers really want?” It’s an essential question, yet few brands invest enough time and energy investigating the answer. Instead, many customer experience teams make strategic decisions based on generalizations and assumptions while all too often latching on to the latest customer experience trend. Understanding what your customers really want may seem like a daunting task, but here are three questions you and your team can ask yourselves to form a foundation for better understand
PeopleMetrics
MAY 16, 2018
To comply with ISO 9001, thus do business in your industry, you are required to run an annual customer satisfaction survey. Many companies will conduct an annual survey just to “check the box” around ISO 9001 certification. Many ISO companies outsource this process and simply hire either a market research firm to conduct the survey or an expensive independent certification body to audit their conformity to the ISO standard.
CSM Magazine
MAY 16, 2018
A 2014 survey published by Deloitte exposed a glaring difference in perception between businesses and customers when it comes to Customer Experience (CX). The survey found that while an overwhelming 80% of businesses believed that they provided ‘superior’ customer experience, only 8% of customers felt the same about these companies. In other words, most businesses get it wrong when it comes to delivering great experience.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Ameyo
MAY 16, 2018
Customer experience is no longer just the buzzword, it has already arrived in a big way and is here to stay and make an enormous impact particularly in B2C industry. At strategic level businesses have started to align their goals and objectives with Customer Experience (CX) at the heart of their brand strategy. Key CX areas are going through a transformation and it wouldn’t be wrong to say that the year 2018 will witness a remarkable shift in CX landscape and the same is endorsed by the top cust
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