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.
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.
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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 […].
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.
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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.
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 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 […].
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.
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.
Callminer
JULY 12, 2017
What happens when a customer contacts your business expecting answers and the only thing they hear is silence?
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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
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, […].
Peter Lavers
JULY 14, 2017
I had the pleasure this week of being invited to Wimbledon by IBM to see for myself how their systems, artificial intelligence, and cognitive tools (Watson) underpin the customer experience. What?! Isn’t Wimbledon all about ‘being there’? The atmosphere; the proximity to the athletes and pundits; the strawberries! Doesn’t the world divide for two weeks in July between those who are there and those who would like to be there?
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
Victor Midgley
JULY 10, 2017
I often get asked by people who learn how long I have worked in the Call Center space, what is it about Call Centers that could possibly keep me engaged in that tough world of never ending stress? For me, the answer is easy. There isn’t another profession that is more perfectly suited to develop … Continue reading "THE LAW OF CONNECTION".
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
JULY 10, 2017
This original article was written by Steve DiGioia. Correspondence from most members of the retail industry is reduced to little more than a form letter with a few “mail-merged” names; the letter can fit most circumstances and usually does. Isn’t it about time someone uses their imagination and creates a response that we look forward to read…and share?
Peter Lavers
JULY 10, 2017
Find out the Five things you need to know about the future of Customer Experience Management in Peter Lavers’ latest blog as featured on The Center For Client Retention (TCFCR). Five Things You Must Know About The Future Of CX Management. The post Five Things You Must Know About The Future Of CX Management appeared first on Think CX.
ijgolding
JULY 14, 2017
“Focus on the whole journey, not just the transaction” In the world of Customer Experience (CX) you will hear this phrase frequently. But what does it mean? It’s the difference between a task and a purpose. The difference between a user story like the one above, and meeting a customer’s overall goal. It is important to understand the difference between the two, because how you frame the interaction determines how your customer will experience it.
Aspect
JULY 12, 2017
As companies are exploring the use of customer service chatbots, one of the first candidates of content that come to mind to “botify” is the existing FAQs often represented on corresponding sections on a website. It is tempting to think that you could just take these and convert them into the form of a Conversational UI (CUI) – they are already in the form of answers to questions after all, right?
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
JULY 14, 2017
This week we feature an article by Mike Allton about negative and fake 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.
Kayako
JULY 13, 2017
After a week-long trial, I was ready to purchase a subscription for a project management app for my personal and work projects. I eagerly pulled up the company’s Contact page , entered my details, wrote my inquiry about their pricing, and hit Send. Then 3-4 seconds after sending the message this came in: ## Please reply above this line to update your ticket ##.
Influitive
JULY 14, 2017
A new IDC report has found that one organizational tactic has grown 570% YOY among B2B vendors (and no, we don’t mean ABM). It’s customer advocacy programs. Last year, only 10% B2B vendors surveyed had a customer advocacy program in place, according to the IDC research. This year, “The Role of Marketing in Customer Advocacy”.
aircall
JULY 10, 2017
It’s summertime, and the living is easy. Unfortunately, the peril lies in taking it a little too easy. The summer months mean a change of rhythm for many businesses: some see their activity increase, but most notice a summer business slump. In fact, a Captivate study finds that overall productivity dips by 20% during the summer season. Luckily, the summer downswing isn’t inevitable, and its consequences aren’t necessarily devastating.
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.
Aspect
JULY 11, 2017
Engaged employees are happy employees. According to Aspect’s Agent Engagement Survey, 78% of customer service reps who feel engaged are satisfied at their job, a full 16 points higher than the average and a whopping 54 points higher than those agents who don’t feel engaged. Still, the majority of agents said they plan on staying with the company where they are currently employed.
Vonage
JULY 13, 2017
When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. The right words inspire, motivate and encourage people to achieve excellence. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. The colonial post office in Singapore’s financial district has been transformed into the luxurious Fullerton Hotel.
REVE Systems
JULY 12, 2017
New study from Juniper Research has found that OTT (Over the Top) voice providers are expected to see an increase in their service revenues by 2020 , reaching over $10 billion, representing a fivefold increase over the next 5 years. But, there is a saying by famous Canadian journalist, author and speaker Malcolm Gladwell, “Achievement is a talent plus preparation”.
CustomerGauge
JULY 13, 2017
There are certain bouncing records that would be pretty cool to hold. For instance in 2015, Pi Kappa Phi Fraternity at Florida Southern College set a Guinness World Record after spending 48 hours straight in a bouncy castle. Or Kuo-Sheng Lin of Taiwan, who holds the record for most bounces of a soap bubble, with […]. The post Bounce Your Email Bounce Rate appeared first on CustomerGauge.
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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.
TEN DIGIT Communications
JULY 12, 2017
By Thomas Howe – CTO. If you asked for my opinion on the most important difference between texting and voice, as a communications engineer, I would say that messages don’t ring, and phones do. That fact turns out to be more important than you might imagine. In a brilliantly simple act of engineering, old fashioned phones (the kind that you find on kitchen walls) ring when called.
ijgolding
JULY 12, 2017
I absolutely love it when people share things with me that I have never come across before. It is why I am so adamant about calling myself a ‘specialist’ – not an expert – as I spend my life continually learning. Every day; every week; every month; every year; I enjoy continually evolving my specialism – through practical application and through acquiring knowledge.
Topdown
JULY 9, 2017
A big part of my job at Topdown is to keep up with the latest research on and reporting about trends and expectations for customer communications management (CCM) and customer experience (CX). I talk to industry analysts quite frequently and read their reports with great attention because analyst research and feedback has been and continues to be a key input into our product development plans and marketing efforts.
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