Beyond Philosophy
MAY 15, 2017
According to a recent Bloomberg report, “ Wall Street Has Found Its Next Big Short in U.S. Credit Market ,” US malls may close down sooner than later. We know that shopping habits are changing, and more consumers are spending money online. With massive overheads and infrastructure maintenance, physical stores are finding it hard to keep their heads above water.
ShepHyken
MAY 17, 2017
I recently had the good fortune to meet Frankie Saucier , the former director of social media customer service (also known as social care) for a major cable company. When the cable goes out, upset customers call, email, tweet, post on Facebook, etc. her cable company for two reasons. One, they want to express their complaint and anger. Two, they want to know when their cable TV will be fixed.
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Callminer
MAY 17, 2017
Most customer service remains lackluster and inconsistent—while executives routinely believe their customer service is better than it really is.
Contact Center Pipeline
MAY 16, 2017
We know that agent turnover—particularly among entry-level staff—is still the No. 1 challenge for contact centers. As Matt Stevenson, Mercer Partner and Leader of Mercer’s Workforce Strategy and Analytics group, pointed out, the growth of the on-demand economy will only drive up turnover rates. One way to combat higher turnover in the center due to […].
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Beyond Philosophy
MAY 17, 2017
CX Data platforms are growing in popularity by those that seek to improve their Customer Experiences. These platforms can provide data management intended to optimize the Customer Experience, not only at a general level but also at a personalized level. It’s one thing to have the tools on hand to improve your Customer Experience (CX) However, a recent study by Forrester Consulting on behalf of DataStax revealed that knowing how to use them is another thing entirely.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Steve DiGioia
MAY 15, 2017
…I have too much respect for you to do that This original article was written by Steve DiGioia. Technology is your friend. You have an obligation to your readers to use every possible means to interact with them or, what are you afraid of? These are some of the comments I’ve received when I asked a few friends if I should put a chatbot on my blog. In case you don’t know, a “chatbot” is a computer program designed to simulate conversation with human users, especially over the Internet.
CX Global Media
MAY 15, 2017
The report “Cloud-Based Contact Center Market by Solution (Dialers, Reporting, and analytics), Service (Professional and Managed), Application, Deployment Model, Organization size, Industry vertical, and Region by MarketsandMarkets states that This is a Compound Annual Growth Rate (CAGR) of 23.6%. Because of this growth and potential it was not too surprising to see Windtream’s contact center specialist John Grasso at the PACE Association Conference.
Contact Center Pipeline
MAY 18, 2017
If you are unfamiliar with TCL (The Creative Life), you probably won’t be for long. Although the brand is a worldwide leader in TV sales, until recently, it remained relatively unknown in the United States. In 2014, TCL’s leadership team made a commitment to change that. Their goal: To become the No. 3 TV brand […].
ShepHyken
MAY 19, 2017
This week we feature an article by Kevin J. Berk about the importance of responding quickly to customer comments and reviews. Ask your customers to post online reviews. This shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. – Shep Hyken.
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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
Customers That Stick
MAY 13, 2017
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Customer Service Life
MAY 17, 2017
Finally, Breaking the Ice goes to 11 — and we’re so happy to break the ice with our always-best-dressed friend, Nate Brown. Nate is Director of Customer Experience at UL and regularly writes a blog called Customer Centric Support. We had a little bit of fun with this episode. Here are the questions: Icebreaker Question: What’s your favorite Halloween costume of all time?
Contact Center Pipeline
MAY 17, 2017
A stitch in time saves nine” is an idiom that first appeared in print in 1732… a long time ago. Its meaning is timeless and simple: DON’T DELAY! Take on tasks as they arrive rather than procrastinate. In its literal sense, “a stitch in time” may refer to mending a piece of clothing: If a […].
ShepHyken
MAY 15, 2017
Each week I read a number of customer service and experience 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. A Look at Southwest Airlines 50 Years Later by Joseph Guinto. (D CEO) Half a century after its incorporation papers were filed, the Dallas-based carrier is working harder than ever to reinforce its unique corporate culture.
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.
Andrew Mcfarland
MAY 16, 2017
The good news is that customer experience transformations need not fail. Sadly, most will. Despite good intentions, reassuring words to shareholders, corporate commitment, steering committees, tiger teams, etc. most efforts are doomed because of ignorance. They fail because people don’t.
Kayako
MAY 18, 2017
Think about your ideal experience as a customer. It was smooth and quick to get in touch with a knowledgeable and friendly support person, right? You felt heard, and understood! When customer service is like that, you don’t think about excessive effort, and endless back and forth communications. And yet we more commonly experience high friction scenarios.
aircall
MAY 15, 2017
With the emergence of the subscription economy and in particular in the SaaS industry, we have come to distinguish 2 main business activities that contribute to the growth of a company: Hunting and Farming. The purpose of Hunting is to go out in the world, identify potential customers and close deals – this is the main mission and purpose of the Sales team.
Joe Rawlinson
MAY 17, 2017
Ecommerce sites have taken retail online and with such its audience. Once representatives used to be able to physically approach customers to see if they need their assistance, now when visitors are on a website many companies are not aware of their existence unless the visitor makes contact. Are companies just expected to sit back and wait to see if a purchase comes through?
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!
Customer Relationship Metrics
MAY 17, 2017
How often do you think about how many things you should be measuring on your Quality Monitoring Form? Considering that many contact centers change or update their monitoring form because of dissatisfaction every 18-months, you probably contemplate it too often. Seeking your answers in benchmarking reports seems like an easy way to get some reassurance, but I warn you against it.
Customer Service Life
MAY 15, 2017
This article was originally published on the FCR blog on May 3, 2017. Click here to read the original. At FCR we have an Emerging Technologies (ET) team that exists to learn about the various tools and technologies that can help companies deliver a better customer experience and help contact center leaders manage their teams better. I sometimes joke that we’re the folks that sit in on all of the sales demos so you don’t have to.
aircall
MAY 19, 2017
Sales is an incontrovertibly competitive field. So naturally, the competitive people who make up that field are always looking to improve their performance, from first contact to close. This article will detail how the combination of empowered salespeople and effective processes (such as click-to-dial) can light a fire under a sales department’s productivity.
Taylor Reach Group
MAY 19, 2017
By: Bruce Lebowitz. . Many companies are reluctant to introduce click-to-call technologies (also known as click-to-agent, click-to-dial, click-to-contact, tap-to-talk etc.) for fear of driving increased costs and complexities to their Contact Center. Their fears included: . . Driving incremental contacts into their center. Requiring new systems (and integrations).
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.
CustomerGauge
MAY 17, 2017
Now that the dust has settled, and pictures of Dr.David Dao’s half naked body are no longer making the rounds on my social feed, I think it’s time we talk logically about the elephant in the room: Customer experience within the airline industry has come under hot water over the last few months, through a combination of […]. The post 2017 Customer Experience Lessons from the Airline Industry…So Far appeared first on CustomerGauge.
Fonolo
MAY 17, 2017
UPDATED: February 2020. Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. This is a mistake because contact center technology is evolving faster than ever before; new technology brings with it new opportunities to improve your contact center’s infrastructure and performance.
aircall
MAY 16, 2017
As a field and as a department, customer support is no longer relegated to the kids’ table. Customers are afforded more options than ever, and as a result, their expectations in terms of service and support are soaring. In order to satisfy them, your business requires a crack support team. Here are five customer support job descriptions to man every station and delight your customers.
Taylor Reach Group
MAY 14, 2017
Will AI Mean Less People and More Profit in the Contact Center? . By: Peter Elliot. . . . Mention Artificial Intelligence (AI) to most people and it conjures up visions of talking robots and Alexa - like appliances answering simple questions. Checking into a hotel can now be performed by a robot, and renting a car will likely be done this way soon as well.
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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.
ijgolding
MAY 17, 2017
Most human beings have a small number of people they consider to be their ‘heroes’ For some, it is a relative – their mother, father, brother or sister, husband, wife or partner – it may be a long departed uncle who flew Spitfires in World War II. Others may have heroes from the sporting arena, whether it be a football or soccer player; Muhammad Ali, or a multiple Olympic champion.
SharpenCX
MAY 15, 2017
Even though we haven’t always talked about the concept of customer experience, it has always been a crucial element of business.Whether to you customer experience (CX) represents an overused buzzword or a competitive battlefield, it has existed—and has mattered—for as long as customers have.Going back to the days before call centers, the customer experience was [.].
Amity
MAY 15, 2017
Customer Success seems to be the new “it” job in SaaS. From new grads to established professionals with various backgrounds, there’s a growing interest in how to get into Customer Success. Not only can it be difficult to enter the industry, it’s also challenging to have a clear idea of what your career path should look like. We asked 10 Customer Success Leaders who’ve built and managed thriving Customer Success organizations “ How did you get started in Custom
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