Beyond Philosophy

MAY 8, 2017

Back in 2011, Boston College performed an interesting study involving everyone’s favorite energy drink, Red Bull, and the behavior it evoked in study participants. In brief, the study asked a number of participants to “drive” a car in a video game and they measured several factors, including speed, power, aggressive behavior and risk-taking. Interestingly, those driving the cars painted with a Red Bull logo consistently drove faster and more aggressively than other participants, apparently beca

Customer Experience 352

Customer Experience Advertising Customer emotions Consulting 352

ShepHyken

MAY 10, 2017

I recently checked into a hotel in Chicago. The front desk clerk was so enthusiastic. Upon checking me in she stated, “I’ve put you in the best available room.” I was only there for one night, so I thought she was upgrading me. To match her enthusiasm, I responded, “I bet that room has a view of the ocean and the beach!” Of course, there’s no ocean or beach in Chicago.

Customer Service 255

Customer Service Management Customer Care Customer Experience 255

Callminer

MAY 8, 2017

Companies today leverage business intelligence software to pinpoint and extract valuable insights from the large volumes of data they store.

Best practices 182

Best practices 182

Contact Center Pipeline

MAY 11, 2017

High agent turnover has been a leading source of frustration in contact centers for decades. Despite dealing with rapidly evolving technologies, digital channel expansion and ever-increasing customer expectations in recent years, agent turnover remains the toughest nut to crack. As Pipeline readers may recall from the Contact Center Challenges & Priorities for 2017 survey findings […].

Contact Center 178

Contact Center Surveys Technology Call Center 178

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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

MAY 10, 2017

If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. But how can I be loyal to Florida grocer Publix and also their competitor Winn-Dixie? Can I be loyal to American, United and Delta? To Starbucks and the coffee shop down the street?

Airlines 344

Airlines Consulting Consulting Education 344

Callminer

MAY 9, 2017

Managing a call center is no easy feat, which is why it is imperative to deploy tools that can measure progress, results and performance.

Call Center 182

Call Center Metrics Management 182

Contact Center Pipeline

MAY 9, 2017

Every organization is different, and one area where those differences are very pronounced is the value that the highest placed leaders apply to the contact center. Yes, some C-levels are “service enlightened” and do not need convincing that those dealing directly with the customer are (or at least should be) a key area of corporate […].

Contact Center 177

Contact Center Call Center Management 177

Steve DiGioia

MAY 8, 2017

a restaurant story adapted from my book This original article was written by Steve DiGioia. Do you know the other businesses around your restaurant or hotel? Are you one of those that just drive straight from your home to work without noticing what’s around you? If so then snap out of it! You need to be a fountain of knowledge… and I don’t mean about the menu.

Management 140

Management Customer Service 140

ShepHyken

MAY 12, 2017

When we think of good customer service, it’s important to remember that it starts with the leadership of a company or organization. We thought we might do something a little different this week and share a leadership article by Lolly Daskal. – Shep Hyken. Our personalities in great part determine how we influence the people around us. Every leader needs to understand that who they are being as they leading their employees will make the biggest difference when it comes to success.

Airlines 198

Airlines Coaching Personalization Management 198

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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

Surveys

Bill Quiseng

MAY 8, 2017

This week’s post is from Swiftpage CEO John Oechsle. He examines the evolution of how organizations connect with their customers and how smaller and midsized businesses are finding ways to compete for customers with larger players in their space through the 4 C’s of customer information. Swiftpage is the owner of Act! , the first to market customer relationship management software solution that pioneered the space 30 years ago and is still innovating today, so he has a bit of a uni

CRM 98

CRM Analytics Technology Education 98

Contact Center Pipeline

MAY 10, 2017

Choosing a new contact center solution is a big investment that will affect your everyday operations and the experience you provide to your customers. With that on the line, deciding on a new solution is no easy task. Whether you’re looking to cut costs, upgrade to newer technology or improve agent productivity, there are many […].

Contact Center 138

Contact Center contact center solutions Technology Call Center 138

Kayako

MAY 11, 2017

This is a guest post from our friends over at FieldBoom. Josh Brown will walk you through ways to analyze your customers and their needs. Consistently exceeding expectations is what any entrepreneur or startup should aim for to increase customer bookings and enjoy growth. Companies like Virgin Atlantic, British Airways, and Zappos go the extra mile to ensure their customers receive top-notch customer service.

Analytics 99

Analytics Entertainment Customer retention Surveys 99

ShepHyken

MAY 9, 2017

Matt Dixon Discusses New Ways to Win the Battle for Customer Loyalty. A convenient, frictionless experience is something that consumers want and need, and are willing to pay for. Shep Hyken interviews noted business writer and sought-after speaker, Matt Dixon, to define the effortless experience. First Up: Shep Hyken’s opening comments focus on how important it is to create an easy experience for your customers.

Customer Service 192

Customer Service Sales Marketing Technology 192

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.

Customer Experience

Customers That Stick

MAY 8, 2017

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 92

Customer Service 92

aircall

MAY 11, 2017

A traditional phone installation can be rather fragmented: SIP phones for hardware, disparate software for contacts, call logs, support tickets, task assignment, etc. A collaborative phone solution is a phone setup which unifies communication (both internal and external) across your whole team and your various business tools. How does a collaborative phone solution work?

Interactive Voice Response 91

Interactive Voice Response voip Call Logging First call resolution 91

Customer Relationship Metrics

MAY 8, 2017

When trying to determine the best scale to use for customer satisfaction surveys, your decision should address these three important areas: What is the data collection methodology? How will the survey results be used? What is the best approach for analyzing survey results to insure value, accuracy, and accountability? What is the best survey method for collecting the customer experience measurement?

Surveys 90

Surveys Interactive Voice Response Construction Accountability 90

Mindtouch

MAY 8, 2017

At MindTouch, we care about the health of your site. Having the ability to identify areas of improvement and resolve issues can positively impact the performance of your site, navigation, and search engine rankings. In this latest product release, we are proud to announce the general availability of Site Analysis. This new platform feature is an array of tools to help you quickly diagnose and fix help center issues, and therefore improve your customer’s self-service experience.

Management 78

Management Self service Engineering Best practices 78

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!

Feedback

Avaya

MAY 9, 2017

The future of business, indeed the future of customer experience, is life as we know it—here and NOW. Organizational success right now, however, depends on one thing: digital transformation. Digital transformation can mean many things, but includes a fundamental idea—applying digital technologies to all aspects of life. For consumers, they use their smart devices, laptops, tablets, and favorite apps to make it through the day.

Customer Experience 76

Customer Experience Government Big data Enterprise 76

aircall

MAY 11, 2017

A traditional phone installation can be rather fragmented: SIP phones for hardware, disparate software for contacts, call logs, support tickets, task assignment, etc. A collaborative phone solution is a phone setup which unifies communication (both internal and external) across your whole team and your various business tools. How does a collaborative phone solution work?

Interactive Voice Response 89

Interactive Voice Response voip Call Logging First call resolution 89

Toister Performance Solutions

MAY 11, 2017

The airline passenger was angry about missing her flight. It was her fault. She had been sitting at the bar a short distance from the gate and lost track of time. Those things happen in Las Vegas. Our emotions often rise up to protect our ego, so she looked for someone to blame. The first gate agent she talked to explained the airline's boarding policies and maintained that he had made several boarding announcements.

Airlines 69

Airlines Customer Service 69

CustomerGauge

MAY 9, 2017

You’ll hear the word “customer-centricity” a lot from companies on the cutting edge of customer experience. And, in case you need reminding that such tactics pay off, look no further than the company Sciformix. This year, Sciformix won the coveted 2017 Frost&Sullivan Award for Global Customer Service Leadership, which recognizes those companies demonstrating superior performance […].

Customer centricity 60

Customer centricity Customer Experience Customer Service 60

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.

Contact Center

Vonage

MAY 8, 2017

What works for six people can become a mess when applied to 60, 600 or 6,000. From the technology you use, the people you employ and the business processes you set in motion, everything has to be scalable. This is particularly true in customer service; a rapidly growing business with a stagnant customer service team can become a nightmare scenario. To offer a truly personalised experience, businesses need to think beyond the physical size of their business and instead look to the anatomical stru

Sales 63

Sales Caller satisfaction Benchmark SaaS 63

Customer Relationship Metrics

MAY 12, 2017

Consider that best practices for your quality monitoring form is entirely different from what you have been standing behind. It is for most call centers. This is why the average time to redo monitoring forms is every two years. When quality monitoring forms are updated people merely make slight adjustments instead of implement the best practices. What call centers most often possess are common practices, not the best.

Best practices 62

Best practices Call Center Inbound sales First call resolution 62

ijgolding

MAY 9, 2017

If you have read my articles in the past, you will know that I am an ardent fan of investigating the definitions of certain words and phrases. Yesterday, I had the pleasure of participating as a judge at the International Business Excellence Awards in Dubai. One of the awards entrants used the word ‘benchmarking’, multiple times in his presentation.

Benchmark 61

Benchmark Customer Experience Customer effort 61

PeopleMetrics

MAY 10, 2017

From business books to classic literature, much has been written about the necessity of visualizing your destination and defining your target. Take, for example, this classic back-and-forth between Alice and the Cheshire Cat: If you're trying to achieve growth for your bank, it should come as no surprise that you need to set clear goals for improving customer experience.

Customer Experience 60

Customer Experience Banking Customer centricity Metrics 60

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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.

Self service

Amity

MAY 12, 2017

​Do you ever feel like you’re doing SUCH a great job, but it goes a bit unnoticed? Customer Success can be lonely, you often hear from your customers when they’re having issues, but when life is good, they seem to forget you’re even there. Well, here’s some good news, humblebragging is actually a good thing for your customer, and can be a driver of success.

Coaching 54

Coaching industry standards Benchmark Sales 54

Toister Performance Solutions

MAY 9, 2017

A Vice President for a large financial services company recently asked me about the merits of creating internal competition. He was thinking about creating a kind of scoreboard that would show branch managers how their particular location stacked up against other branches. The scoreboard would contain metrics from a variety of categories such as customer satisfaction.

Best practices 54

Best practices Metrics Management Customer Service 54

NICE inContact

MAY 9, 2017

As diligent managers and engineers of the Interactive Voice Response (IVR), we have a critical role in identifying and handling the tasks and subtasks that comprise the IVR. I want to share three keys for improving Interactive Voice Response for effectiveness. First, optimize repetitive subtasks. Let me give an example of subtask needing optimization.

Interactive Voice Response 54

Interactive Voice Response Abandon rate Metrics Engineering 54