Contact Center Pipeline
JULY 26, 2017
There is no such thing as, “just an address change” or a “simple customer question.” Every interaction is a loyalty situation: How that interaction is handled can either generate customer commitment or drive that customer away. For example, I called my phone company to request a business calling card. I had to navigate a painful […].
Beyond Philosophy
JULY 17, 2017
In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. Some companies get it and they’re creating an emotional connection that brings them loyal fans. But many others look to technology. If customers just had a gadget that could do more or electronic kiosks they could play with in the store, or a virtual reality app – well, then the customer experience would be great.
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Call Center Weekly
JULY 24, 2017
By Celia Thomas To aid and ensure contact center agents are successful, leadership must support and values them. One key area in this development, is trust. There is an excellent quote by Steven Covey that speaks to the important of trust in leaders. “Without trust we don’t truly collaborate; we merely coordinate or, at best, cooperate. It is trust that transforms a group of people into a team.
Bill Quiseng
JULY 18, 2017
I had the great opportunity to interview Blake Morgan , customer experience futurist about her new book, More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences. I have been a big fan of her customer experience articles that regularly appear in Forbes. Her book is a must-read resource for those intent on delivering an exceptional experience for their customers.
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Taylor Reach Group
JULY 17, 2017
By: JD Fairweather. How pervasive is the impending impact of artificial intelligence (AI) on the customer experience (CX)? Well, to join a discussion on the topic, I’d be willing to traverse a room full of telemarketers pitching the latest timeshare deals in Orlando. And it would be worth it, as there are just so many possibilities to explore when pondering the ultimate takeover of the Contact Center by androids.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Contact Center Pipeline
JULY 12, 2017
David Merrill, renowned educator and coauthor of Reclaiming Instructional Design, defines instructional design as a “technology that incorporates known and verified learning strategies into instructional experiences which make the acquisition of knowledge and skill more efficient, effective and appealing.” We all want our employees to receive the most effective training, and to apply their new […].
Beyond Philosophy
JULY 5, 2017
I was shopping for a graduation card the other day, and all of them seemed to say something like this: “Dream big and reach for the stars, your goals are within reach and you are on your way to an amazing future.”. If I was just getting out of school I would find this rather terrifying. I think I’d much prefer a hearty “Congratulations – well done!” instead of a bunch of vaguely inspirational words reminding me how far I had yet to go.
Customer Relationship Metrics
JULY 26, 2017
You’ve tried numerous tactics to improve your agent performance and to put your attrition problem to rest. You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. Perhaps you’re even feeling a little disgusted with yourself and your inability to make a bigger impact. You feel like no matter what you try, it’s not going to work.
Callminer
JULY 5, 2017
In today’s customer-focused business world, that means you need to view customers as the boss. At the very least, focus on their concerns and satisfaction.
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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
Myra Golden Media
JULY 9, 2017
I remember being a new manager preparing to deliver bad news to a group of executives. I was nervous, fearing I would get questions I couldn’t answer and thinking I’d get slammed in the meeting. My boss, the executive vice president of the company, helped me prepare for the meeting. “Here’s the strategy you use. You go in there and answer their every question, before they even have a chance to ask you anything.
ShepHyken
JULY 12, 2017
My brother, Rusty Hyken, was on a trip to Utah with his wife and two dogs. It’s a leisurely three-day drive for them. He made their hotel reservations, and for each hotel they planned to stop at on the way to Utah he asked, “Is your hotel dog-friendly?” All of them said, “Yes.” But to his surprise, while checking into one of the hotels he was told there would be a $120 charge for the dogs to stay in his room.
Contact Center Pipeline
JULY 13, 2017
There is no doubt that technology has accelerated the pace of change in contact centers. Yet when it comes to the human element, some things have remained the same for decades. Agent turnover has been and remains a top challenge in centers. The repetitive nature of the job and limited potential for career advancement create […].
Beyond Philosophy
JULY 31, 2017
Over the past few months, I’ve noticed that “storytelling” has become a hot marketing buzzword. Branding agencies and consultants are embracing the notion that storytelling creates an authentic connection with your customers. There’s a growing crop of programs that teach you to tell stories in your own business. As a customer experience consultant, I think this is good.
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.
Peter Lavers
JULY 17, 2017
This blog coincides with the 10 th anniversary of the first signs of the Credit Crunch, which has impacted and continues to affect all our lives. Readers in their mid-thirties and under may not have experienced anything in their professional lives that hasn’t had an ‘austerity’ cloud hanging over it, and I’m sure that a lot will be written in the coming days, weeks, and months to mark the sad occasion.
CX Global Media
JULY 13, 2017
Small Call Centers Go Big with Speech Analytics. “But we’re small.” This is often the reply leaders of smaller call centers use when they look at many of the contact center solutions in the marketplace. They just think they can’t have what the larger centers can because of their size. Well ‘small’ is not a barrier for speech analytics in contact centers anymore.
Callminer
JULY 18, 2017
Database serves as the central, shared source of customer and prospect information which can be used for a variety of business purpose.
ShepHyken
JULY 5, 2017
I will always remember my first marketing class in college when we learned about the 4 P’s – Product, Price, Place, and Promotion. Well, now there is a fifth P. Before I go any further, as a customer service and experience expert, I believe that service and experience are all about marketing. The first P is about Product. It is assumed that the product is going to do whatever it is supposed to do.
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!
Contact Center Pipeline
JULY 11, 2017
In May 2017, the International Customer Management Institute (ICMI) recognized Bob Furniss, VP, Global Service Cloud Practice, Bluewolf, an IBM Company, with its Lifetime Achievement Award. According to ICMI, the recipient is “a person who embodies the spirit of customer service and has contributed to all aspects of the contact center industry—the people, the organizations, […].
Beyond Philosophy
JULY 10, 2017
Retailers are using technology used in espionage efforts to remain relevant in today’s online shopping world. Throughout Europe and the U.S., brick and mortar retailers are employing high-tech spy techniques to obtain information about a shopper’s in-store experience—and using it to improve their Customer Experience. Spy Tech and the Customer Experience.
HGS
JULY 12, 2017
Posted by Andrew Kokes, HGS Senior Vice President, Global Marketing In June 2017, HGS partnerships found golden success—receiving first-place recognition for Best Outsourcing Partnership and [.]. The post HGS Harvests Gold at CCW Awards Ceremony appeared first on Team HGS Blog.
Convoso
JULY 5, 2017
Building a call center culture that breeds motivated and empowered agents is a lot easier said than done. With so much at stake in every customer interaction, call center managers tend to be too reliant on old redundant policies that simply breed frustrated customers or a lack of sales. In 2017, it is now more important than ever to focus in on making sure your call center agents are focused and goal-orientated.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Callminer
JULY 25, 2017
Algorithms matter little to the average consumer, working behind the scenes of the technology and social platforms they use every day
ShepHyken
JULY 26, 2017
There’s an old joke that goes something like this: A guy goes to the doctor. He raises his arm and complains, “It hurts when I do this.” The doc says, “Then don’t do that.”. In other words, “Stop it!”. That reminds me of a very funny video I saw on YouTube that features comedian Bob Newhart. It’s called “Stop It!”. In the video, Bob Newhart is a therapist and his patient is complaining about a problem she is having.
Contact Center Pipeline
JULY 7, 2017
Our latest webinar, Bringing Quality Monitoring into the heart of the Contact Center, was packed with an array of knowledge and best practice techniques on the topic of quality monitoring (QM). On the back of this, here is a bite-sized version of the most valuable takeaways from the day. Refining the QM Performance Cycle Step […].
Beyond Philosophy
JULY 12, 2017
If you haven’t read Jeff Bezos’ latest letter to his shareholders, put it on your to-do list pronto. There are many takeaways from his letter, but one that stands out to me most is this: “ Obsess over customers, not competitors.”. Most companies are obsessed with their competitors. Their mission statements might suggest that they are dedicated to their customers, but in reality, all they do is constantly check up on what their rivals in business are up to and try to emulate them.
Advertiser: ZoomInfo
Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.
HGS
JULY 12, 2017
HGS Harvests Gold at CCW Awards Ceremony. Posted by Andrew Kokes, HGS Senior Vice President, Global Marketing. In June 2017, HGS partnerships found golden success—receiving first-place recognition for Best Outsourcing Partnership and Best Use of Self-Service Technology at the 2017 Contact Center World Awards. “We are honored to be recognized by one of the world’s largest contact center associations as a trailblazer in outsourcing partnerships and self-service technology,” said Chris Lord, Global
Convoso
JULY 24, 2017
Agent training is a huge part of call center life. In fact, in an industry that suffers the most from agent turnover, agent training should be viewed as everything.
Callminer
JULY 5, 2017
We’ve put together this list of 50 top marketing and analytics podcasts to make the search a bit less painful for you.
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