Beyond Philosophy
OCTOBER 2, 2017
. The Three Trends You Can’t Ignore in CX Today. As a Customer Experience professional, understanding three trends today is imperative. Without accepting these tenets, you are thwarting your success before you even begin. However, if you can accept them, you are poised not only to deliver an excellent experience, but you will also position yourself to move it to the next level of greatness.
ShepHyken
OCTOBER 3, 2017
Doug Bell Discusses Improving the Customer Experience. Would you like every employee to know how they fit into your company’s customer experience? Shep Hyken interviews Doug Bell, founder of The Experience Manager , a system that helps manage and unify the entire customer experience. Featured Interview: Shep and Doug discuss the importance of unifying the customer experience throughout an entire company.
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Contact Center Pipeline
OCTOBER 5, 2017
Hopefully, your Customer Service Week celebration is in full swing by now and your agents are basking in the glow of much-deserved recognition, food and gifts. But if you’re looking for a few more ideas to show appreciation to your staff for the incredible work that they do, the following are three simple tips for […].
Callminer
OCTOBER 2, 2017
Marketers rely on analysis to drive decision-making, forecast outcomes, evaluate the effectiveness of marketing campaigns, identify market opportunities and potential new audiences, and much more.
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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.
Beyond Philosophy
OCTOBER 5, 2017
The emotional side of the Customer Experience (CX) is often ignored, which is a big mistake in today’s competitive business environment. Since emotion influences more than half the typical CX, deliberate structuring of your emotional CX is essential. When you cultivate customers’ positive emotions, it improves your CX outcomes and serves as an enormous competitive differentiator.
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
OCTOBER 4, 2017
It might be time for some of us in the customer service industry to start dusting off our resumes. There’s new, tough competition for customer service jobs and they’re on 24/7/365. They never take a break, never go on vacation, they don’t even require benefits. They’re not just after customer service jobs either, look out […].
Vonage
OCTOBER 2, 2017
The essential principles of customer service are timeless, but consumer expectations are not. Customers have always wanted a friendly, efficient and reliable service, but with the development of new technology, their expectations have been raised. They want a more efficient service than before. They don’t just want friendly; they want to feel like the service has been personalized for them.
Beyond Philosophy
OCTOBER 2, 2017
It was a slow summer at movie theaters and Hollywood is blaming an unlikely culprit: the online review site Rotten Tomatoes! The New York Times reports that studio executives aren’t fans of the way the website aggregates reviews from critics and audience members. If you aren’t familiar with Rotten Tomatoes, it assigns movies a percentage score based on the relative number of positive and negative reviews.
ShepHyken
OCTOBER 4, 2017
This week is National Customer Service Week. To help celebrate, I’m offering a free Amazon eBook of Be Amazing or Go Home ( Available from Amazon ). The article below is an example of one of the habits taught in the book. Happy Customer Service Week! One day my assistant came in late. Not a big deal. That was until she came in late two more times that week.
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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
Fonolo
OCTOBER 4, 2017
10 months ago, Avaya filed for chapter 11 protection kicking off the largest bankruptcy event in the history of the call center industry. Avaya faced a tough challenge to reach a restructuring agreement with their many debt holders, and to have it done quickly in order to minimize the damage to the brand, and the slow bleed of customers to competitors.
Call Center Weekly
OCTOBER 4, 2017
What are the benefit of moving your contact center to the cloud? For those of you who are still standing still on the ground and contemplating moving your contact center to the cloud, allow me to float you some ideas to get you moving toward the cloud. First , the security of the cloud is much better than that of the traditional, premise-based solutions.
Aspect
OCTOBER 4, 2017
As artificial intelligence (AI) technology continues to advance, contact center leaders are able to deploy chatbots with increasingly human-like behavior to give customers more personalized support. But just because a chatbot is more human-like, that doesn’t necessarily mean it’s going to benefit your customers. I’m sure you can think of a few humans whose behavior you wouldn’t want to duplicate, right?
ShepHyken
OCTOBER 2, 2017
Each week I read a number of customer service articles from various online 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. How to Become a More Customer Centric Business in 5 Steps b y Mark Sallows. (FitSmallBusiness) Customer centric businesses invest the whole team focus on supporting their prospective and existing customers.
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.
Steve DiGioia
OCTOBER 2, 2017
I thought I was hearing things. This original article was written by Steve DiGioia. Deep inside my sleep-induced stupor I heard a faint “ding” every once and awhile, then the murmur of a man. A slight heave left or right and the clang of metal finally woke me. Then the ding came again. This time I opened my eyes. Nothing was unusual, just a few people walking down the aisle of the Amtrak train I was on during a recent trip to Boston.
Call Center Weekly
OCTOBER 2, 2017
By Sheree D. Kenner One of the things that an overburdened helpdesk can do, is to make every interaction count. If you have fifty tickets in your queue, are answering seventy-five calls a day, and need to meet SLA’s, then the last thing you need is to send replies to your customer that generate more inquiries. Here is an exchange, for example, that will cause more work: Customer: “My keyboard died and I need a new one.
Victor Midgley
OCTOBER 4, 2017
The French philosopher, Voltaire, stated – “Judge a man by his questions rather than his answers.” The art of compelling conversation is centered on one’s ability to understand, control and present proper questions. Although there are numerous publications on the subject of “asking questions” and there are many question techniques identified, in my opinion and … Continue reading "QUESTIONS ARE KING".
Contact Center Pipeline
OCTOBER 3, 2017
I hope your plans are in place and you are starting your celebrations for this week’s recognition of National Customer Service Week. The first week of October is always important for our centers as we show our appreciation and support for the people who have the opportunity to make a difference. What an appropriate theme […].
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!
HGS
OCTOBER 3, 2017
How Contact Centers Impact Patient Experience. By Donna Martin, HGS Senior Vice President, Business Development, Global Healthcare. Hospitals and health systems are competing ever more fiercely to gain and retain patients’ business—and first impressions are critical. That’s why a modernized patient contact center is critical both for differentiating your organization from the competition and for preventing revenue leakage.
Toister Performance Solutions
OCTOBER 5, 2017
It's no secret Amazon is a customer-obsessed organization. What's fascinating to me is how they achieve this obsession. Former Amazon executive, John Rossman, shared some of the company's secrets in a keynote address at ICMI's Contact Center Demo and Conference last week. His presentation shared insights from his book, The Amazon Way , which highlights 14 leadership principles Amazon follows to drive its legendary customer service.
The Center for Client Retention
OCTOBER 4, 2017
Today we are excited to share with you a guest post from Jason Karaman. Sales and customer service are often thought of as separate entities and in a certain sense, they are. On the surface, sales personnel have the goal of maximizing the company revenue by selling more and gaining new customers. On the other hand, customer service personnel have the goal of aiding customers with problems and helping maintain a positive customer experience.
Call Center Weekly
OCTOBER 5, 2017
By Sean Hawkins Going beyond what is required is one of the greater acts of service that one can give. It's great when you provide amazing service, but when that level of service surpasses what is required, not only do you show customers that you value them, your commitment to service becomes legendary. Many companies speak of the importance of customer service, yet it is not always evident.
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.
HGS
OCTOBER 4, 2017
A modernized patient contact center is critical both for differentiating your organization from the competition and for preventing revenue leakage. The post How Contact Centers Impact Patient Experience appeared first on Team HGS Blog.
Vonage
OCTOBER 2, 2017
Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes. If they were a bit irritated when they picked up the phone, they were likely to be fuming by the time they got through to an agent. This was partly due to the long wait, but also due to the fact that this set-up led to customers not feeling in control or valued in any way.
Win the Customer
OCTOBER 5, 2017
Even though many aspects of business and professional life have changed with the advent of new technologies, networking remains one of the most important elements of building and advancing a business. Networking for business owners is slightly different than for employed professionals, but many of the same concepts still apply. Here are four of the top tips in networking for newer business owners looking to build their brands.
360Connext
OCTOBER 4, 2017
The first week of October is both Customer Service Week and the week of CX Day! This week of celebrating success through CX and better customer service is an important reminder that we all serve a role in this. But customer service has a special place in the way a customer feels about your brand! J Cubed!! RT @360Connext : Jason Dabrowski @jeanniecw and @Dragonburger75 loooove customers!
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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.
CustomerGauge
OCTOBER 4, 2017
Our customers are the best (we’re not biased, we swear), and we love seeing all the ways they treat their customers right. In honor of CX week, we’re highlighting three companies that go above and beyond keeping their customers happy. 1. H&R Block Canada H&R Block Canada lives up to the “friendly Canadian” stereotype in […]. The post 3 Customer Experience Superstars appeared first on CustomerGauge.
Nexmo
OCTOBER 3, 2017
We think our WebSocket feature is pretty awesome; it gives you a real-time stream of the audio from your phone call (and allows you to stream audio back) all within your web framework. Having access to this real-time stream opens up a vast world of possibilities to do interesting things with the content of the […]. The post Real-time Call Transcription Using IBM Watson and Python appeared first on Nexmo.
Aspect
OCTOBER 6, 2017
In today’s day and age, providing a great customer experience is a must. By 2020, customer experience will overtake price and product as the key brand differentiator, according to a recent Walker study. In order to stay competitive, businesses today have no choice but to adapt to these consumer expectations and provide an undeniably great customer experience.
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