Contact Center Pipeline
JANUARY 5, 2018
According to thefreedictionary.com, “onward and upward” is an expression that is defined as “something that you say in order to encourage someone to forget an unpleasant experience or failure and to think about the future instead.” Ah, the future! It is always the place at which, when we arrive, everything will be all right. Or […].
Beyond Philosophy
JANUARY 2, 2018
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. Her luggage, containing medication for helping with the side effects of the colon cancer chemo therapy, had failed to arrive on a flight from Nashville.
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ShepHyken
JANUARY 3, 2018
Over the last few weeks, I’ve been reading about predictions and trends for 2018. It got me thinking about the actions we must take to be competitive. Regardless of your industry, everything has changed about the way we do business. There are some businesses that claim they’ve done things the same way for years, decades, even a century. They claim they do business just as their fathers and grandfathers did.
Myra Golden Media
JANUARY 4, 2018
I spent this afternoon in my Strategic Block. My Strategic Block, the best idea I took from the book, 12 Week Year by Brian P. Morgan and Michael Lennington, is for me to spend three hours every week “on” my business. It’s three uninterrupted hours of me doing something to improve my business. Today that three-hour block was spent listening to a business audiobook on my Alexa Echo.
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Contact Center Pipeline
JANUARY 5, 2018
Technology has become a mainstay in our daily lives. Education is no different. Technological advances enable educators to disrupt learning in ways that were almost … Continued.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
JANUARY 1, 2018
Each week I read a number of customer service and experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 15 Customer Experience Trends for 2018 by Bruce Temkin. (Customer Experience Matters) Every year, Temkin Group publishes a list of customer experience trends for the upcoming year.
Call Center Weekly
JANUARY 5, 2018
By Cyndi Chadwik Learning no longer requires participants, including an instructor, to be cloistered in one room at the same location. The development of Learning Management Systems (LMS) and associated Knowledge Management System (KMS) provide employers an opportunity to present information to staff that is consistent, easily digestible, and convenient.
Contact Center Pipeline
JANUARY 3, 2018
A number of years ago, I was performing a WFM assessment for a company in Arizona. In the middle of a meeting with the WFM analysts, I asked how their relationship was with the frontline leaders and reps on the call center floor. Silence. Thinking I had not expressed myself clearly enough, I reworded my […].
Beyond Philosophy
JANUARY 3, 2018
Colin Shaw and Professor Ryan Hamilton discuss the fact that we all think that we make logical decisions but the reality is we don;t. We are irrational,m Customers are irrational. What should we do about this? Brought to you by BeyondPhilosophy.com. IC2(IC5). The post Why Are Customers Irrational? appeared first on.
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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
ShepHyken
JANUARY 5, 2018
This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight. I like the idea of the convenience of texting but as Ford points out, you must have a strategy in place for your team to answer texts correctly. – Shep Hyken. Let’s face it, customer service is the lifeline of any company.
Myra Golden Media
JANUARY 2, 2018
Note: This is a rare post that is not about customer service. Scroll on down if my book list doesn’t interest you. My ego won’t be bruised. . I read voraciously, on planes, in between conference calls, while onions saute and in the spring and summer, on my patio. I read hardbacks, love nestling up with my Kindle, and I also listen to a lot of Audible books.
Lumoa
JANUARY 3, 2018
My first full year as an entrepreneur has come to an end. Our company, Lumoa, has now been there for a bit more than one year. In fact, we celebrated our one-year anniversary on 14th of November. What have I learned? First of all, it has been a great year. I’ve enjoyed it tremendously. It actually surprises me, how fun it has been. We started Lumoa with Carlos and Suvi after leaving Microsoft in August 2016.
Beyond Philosophy
JANUARY 3, 2018
Colin Shaw and Professor Ryan Hamilton discuss how customers use ‘shortcuts’ to make decisions. Learn how you can use this to improve your Customer Experience. They also discuss how customer decisions are affected by how many times they see things. Brought to you by BeyondPhilosophy.com. IC3. The post Why Customers Create ‘Shortcuts’ When Making a Decision appeared first on.
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.
ShepHyken
JANUARY 2, 2018
The Most Important Business Strategy: Create Trust. Shep Hyken Interviews David Horsager, Author of The Trust Edge. Do your customers trust you? . ? ? ? <span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” class=”mce_SELRES_start”>?</span> Shep Hyken sits down with David Horsager, discussing the importance of trust and how gaining it from your customers is the most significan
Contact Center Pipeline
JANUARY 4, 2018
Welcome to the January issue! I wish you the very best of health and contentment in 2018! May you and your loved ones be blessed. Please be sure to check out the results from our Contact Center Challenges & Priorities for 2018 survey. You’ll also find articles around trends for remote work programs and customer […].
TechSee
JANUARY 2, 2018
Customer satisfaction and experience are important for every industry, and insurance is no exception. According to the OECD Global Insurance Statistics , more than US $2.29 trillion in claims were paid by insurance companies in 2016 alone. Already a fiercely competitive industry, new players are continuously entering the market. One of those companies, Lemonade , is offering innovative business models focusing on a fast and efficient approval process and transforming what consumers (especially
Aspect
JANUARY 2, 2018
By Thom Markham. Observing a group of students conversing deeply as a team, checking resources on a Chromebook, presenting solutions to a problem in a project, or responding to open ended questions, you might ask yourself: What the heck is going on? Is this learning? In times past, this was an easy question to answer. Traditional, recognizable elements of education, such as lectures, worksheets, spelling tests, writing, and standardized tests were prominent.
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!
ShepHyken
JANUARY 2, 2018
One of the more fascinating aspects of human systems, and one of the most significant differences with the wider field of complexity is that of identity. Humans beings rarely have single agency. Not only that our identities can flex and change instantly and in context. Identity switches also change the way we perceive the world, they create cognitive activation patterns that filter what we see.
ClearAction
DECEMBER 30, 2017
How to Solve Customer Experience Silos Lynn Hunsaker. Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. If your company wants to become a customer experience super-power, standing out in your industry and reaping those financial advantages, silo-solving must be predominant in your customer experience strategy.
Customer Experience Matters
JANUARY 3, 2018
Last month, Temkin Group published its annual list of CX trends and we labelled 2018 “The Year of Humanity.” Here’s an infographic showing the 15 trends (also available in poster form): Here are links to download different versions of the infographic: Infographic: in .jpg format, in .pdf format 18? x 24? poster: in .jpg format, in .pdf format.
Aspect
JANUARY 5, 2018
We are swimming in data. For the past couple decades, the amount of data that organizations have been collecting and storing data has grown exponentially. Much of this data is customer related data. For example, this Waterford Technologies blog states that Walmart handles more than 1 million customer transactions every hour, which is imported into databases estimated to contain more than 2.5 petabytes of data.
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.
Customer Guru
JANUARY 3, 2018
We, at Customer Guru, are on a mission to spread awareness of how Customer Experience (CX) should be the number one priority for Indian businesses to become more sustainable and successful globally. Thus, we have taken this initiative of sharing the experiences of successful CX leaders across India to inspire and guide professionals in adopting and inculcating a customer-centric approach in their organizations.
Fonolo
JANUARY 3, 2018
As a customer service leader, you know that not every interaction is going to go smoothly. It comes with the territory – having thick skin is essential for a CSR. Sometimes it’s easy to maintain your composure while dealing with a customer complaint, other times it’s more difficult. Whether the customer is entitled to their anger is not worth debating, the only thing you can do is try not to escalate the situation any further.
Centriam Customer Experience Lab
JANUARY 5, 2018
Make Shopping Enjoyable to Encourage Sales. On a previous blog , my colleague Jason shared a finding from Centriam’s 2017 Retail Study : customers who had an enjoyable shopping experience were more likely to be promoters. This finding is especially robust among millennials, the largest generation in the US. Millennials who said their experience was extremely enjoyable were nine times more likely to be satisfied with the price they paid, and twice as likely to repurchase as millennials who said t
Branch Mesenger
JANUARY 2, 2018
The visual programming interface of Dynamo for Revit is enabling structural engineers with the tools to build structural models with minimal energy and make their own structural design tools. In the early stages of the structural design structural engineers and designers can use Dynamo for Revit to interpret the architectural model and explore ways to begin their initial structural design.
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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.
Aspect
JANUARY 3, 2018
Marc Benioff, Founder, CEO, and Chairman of Salesforce said it best, “ If someone asks me what cloud computing is, I try not to get bogged down with definitions. I tell them that, simply put, cloud computing is a better way to run your business.” Those words spoken a decade ago have proven to be more prophetic than Benioff could have ever imagined. What does the cloud software market look like from 10,000 feet?
Amity
JANUARY 4, 2018
The startup days are the most exciting, yet the most chaotic ones. You need to establish brand recognition, build a loyal customer base of early adopters, all the while reaching product-market fit on tight resources and with a small, time-starved team. Here are 6 quick lessons for your Customer Success Game Plan at the stage when winning customers is a priority and teams are doing a bit of everything.
VocalCom
JANUARY 1, 2018
These days, most companies recognize the importance of mobile optimization for the customer experience. Indeed, as customers increasingly use their smartphones on the go, brands must offer mobile-friendly sites and easy ways to obtain customer service. However, optimization is just one way to earn loyalty. To fully engage these customers, every brand should consider the numerous mobile technologies that are transforming the customer experience.
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