Beyond Philosophy
DECEMBER 6, 2017
Small changes, or nudges, having a big impact on people’s behavior is one that everyone in the behavioral economic community supports and heralds as the latest great idea. However, this great idea isn’t working for everyone. In particular, nudges don’t seem to be making much headway in medication compliance. When a patient doesn’t take their medicine properly, doctors call it “noncompliance.
Contact Center Pipeline
DECEMBER 7, 2017
Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of Mouth in the Web 2.0 World,” June 2009). There have been huge leaps forward in awareness, mindset and technology, despite some lingering challenges that businesses as yet have failed to address […].
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
ShepHyken
DECEMBER 5, 2017
Create a Culture Where Employees Come First. Shep Hyken Interviews Terry Cain and Steve Church, Co-authors of “The Pinwheel”. How would you like to create a culture and working environment that is better for your employees, which in turn is better for your customers? Shep Hyken sits down with not just one but two guests, Terry Cain and Steve Church.
Call Center Weekly
DECEMBER 5, 2017
By Anna Sabryan We in customer service know how important our role is. Many companies compete to have the best service, and periodically innovate to catch up with ongoing changes. Customer service, at times, changes at a rapid pace. Customer service via social media used to be a very important part of online activities. However today, many intelligent assistants, or bots, can deliver many services.
Advertisement
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
DECEMBER 5, 2017
A new study by Calabrio reports that the majority of call center employees don’t feel trained to handle customer problems, making their jobs stressful and demotivating. Chances are your call center employees feel the same way—especially if you train like most companies do. The new report, “ The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era ,” revealed that 56% of the 1,000 respondents in the U.K. and U.S. said complicated customer issues are their most significant ch
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
DECEMBER 4, 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. Rethinking Federal Customer Experience by Frank Konkel. (Nextgov) This eBook looks at how agencies are baking customer experience into their missions.
Steve DiGioia
DECEMBER 4, 2017
do you still care about customer service or is it all about the money This original article was written by Steve DiGioia. Being in the hospitality business for over 20 years, I have seen some of the best and worst at their trade. But the dining experience sure has changed…. From the hardworking, studious college kid that was very driven and worked as a waiter 6-days a week to put himself through school; the gravelly-voiced divorced mom of 4 grown kids that needed to pay her bills and get her lif
Beyond Philosophy
DECEMBER 4, 2017
I have two internet service providers, one at my home in Florida and one at my home in the U.K. Both have dragged me through long bouts of customer service purgatory , with missed appointments, lousy modems and just a general “we don’t care about you” mentality. So when I heard that U.S. Federal Communications Commission chairman Ajit Pai proposed eliminating net neutrality rules , my first thought was that my customer experience in Florida is about to get even worse.
Myra Golden Media
DECEMBER 8, 2017
In this article I show you what empathy is using an experience with my teenage daughter, and then I deliver 4 tactical ideas you can apply right now to express empathy: Put yourself in your customer’s place, Sense the Situation From the Customer’s Perspective, Discuss What’s Upsetting the Customer, and Coming Up with Ways to Fix the Problem.
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.
Peter Lavers
DECEMBER 8, 2017
This is the first instalment of a 2-part blog from our new guest blogger Jason Grills – welcome Jason! No matter what type of business you run, apart from quality product or service, you will also need a reliable and efficient support service to retain your customers in the long term. It is your main way to communicate with both potential and loyal customers.
Contact Center Pipeline
DECEMBER 6, 2017
Yet another year is coming to a close, and I can think of no better way to prepare for 2018 than with a round of regifting! This annual tradition here at the Agility Factor column has been a real boon to the industry over the years. We’ve cleaned out some of the biggest messes in […].
Beyond Philosophy
DECEMBER 5, 2017
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” It’s likely that you can’t articulate a distinction. A satisfied employee can pretty much be described as one who is relatively happy or more than complacent about their day-to-day job experience: the work, pay, benefits, possibili
Kristina Evey
DECEMBER 5, 2017
LISTEN to your Customers. Listening. We all know how to do it… but few know how to do it well … and it could be driving your customers away if you don’t do it well. Listen well and you’ll increase sales and customer loyalty. Even though communication involves two parts – speaking and listening – I believe that listening is actually 2/3 of successful communication.
Advertisement
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.
CX Accelerator
DECEMBER 5, 2017
Do you ever feel like it’s impossible to keep great talent in a customer support environment? You’re not alone! Leaders all over the globe have been wrestling this issue since the invention of the telephone. The good news is it can be done! With a fresh outlook on employee engagement, you can create a working environment worth sticking around for. This article will focus on three essential (but rarely discussed) engagement techniques specific to service professionals Peer-To-Peer Relationship Fo
Call Center Weekly
DECEMBER 6, 2017
How can social media be used to better engage customers? Social media is an excellent tool to engage with customers on a personal level. You get to hear their gripes (whether you want to or not) and celebrate their successes. As a business, you then have an opportunity to respond to these comments, both positive and negative, showcasing your brand voice but also showing how much you care about the people who spend money on your service or products.
Contact Center Pipeline
DECEMBER 4, 2017
As the year draws to a close, I extend wishes to you and your loved ones for the happiest of holidays and a very Happy New Year. I truly appreciate all of our subscribers, sponsors, contributors and the Pipeline staff for making 2017 a successful year. Thank you! I can hardly believe we are celebrating […].
TechSee
DECEMBER 5, 2017
According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester. To accomplish this goal, companies must determine the most efficient, yet affordable, way to give their customer care processes a boost. .
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!
Avaya
DECEMBER 6, 2017
What does every industry have in common? The critical need to balance high tech and high touch to deliver extraordinary customer experience. Consider hospitality: 70% of guests want to use technology to improve their experience , yet 93% believe the value of personal service cannot be replaced. In financial services, online channels are preferred by 90% of customers ; however, 88% still want the option of a live person for discussing their banking needs.
Peter Lavers
DECEMBER 7, 2017
L ocation-based services ( LBS ) enable smartphone apps to supply the end user with geo-specific information and marketing content that is real-time and relevant to their exact location. Dimension Data spoke to Peter Lavers, director of WCL Customer Management, to get his insight on LBS’ impact on the customer and what businesses can do to prevent location-based services overwhelming their audience.
CSM Magazine
DECEMBER 7, 2017
Ever been in a live chat with a customer wishing you could show them what you’re trying to explain? Worse yet, you’re in a chat with a customer who’s struggling to explain their issue that would be clear if you could see it. How frustrating for both parties! They say a picture’s worth a thousand words. That’s why co-browsing, a.k.a collaborative browsing, and file transfer are so effective.
NICE inContact
DECEMBER 5, 2017
Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric. But these do not offer predictive insight. These metrics can show why an agent left, but not how the company could have kept them.
Advertiser: ZoomInfo
Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr
Aspect
DECEMBER 5, 2017
The U.S. economy saw two records smashed over the Thanksgiving weekend, with both Black Friday and Cyber Monday spending reaching new heights this year. Black Friday online earnings hit a never before seen $5.03 billion, while Cyber Monday earnings hit a staggering $6.59 billion. Following what may have been the busiest day on record for many businesses, let’s take a few moments to find out how your contact center performed now that the dust has settled.
Branch Mesenger
DECEMBER 4, 2017
In this post of the Structural Precast series I would like to touch upon the topic of segmentation of precast walls. Segmentation of precast walls can be done automatically or manually. Before we run the automatic segmentation we should check and adjust the Configuration Settings. The Configuration settings can be imported or exported via XML files to easily share the rules across several users, working on the same or different projects.
ShepHyken
DECEMBER 8, 2017
This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Until recently, contact centers were playing a passive role in customer service by responding to basic queries, but not necessarily playing any major role in the strategy for customer experience (CX).
PeopleMetrics
DECEMBER 5, 2017
Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. You’re measuring NPS and CSAT , and real-time alerts are coming in. That’s great! All signs point to a successful Voice of Customer (VoC) program. But wait! Do your customers know that you’re actually listening to them?
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
Lumoa
DECEMBER 5, 2017
Helsinki has welcomed 20.000 innovators at Slush , the world's leading startup event. This year among the main topics of "Technology" and "AI in Our Lives", you could also hear companies, both scaling and large, starting to talk about customer experience. It has been our second Slush and we enjoyed every bit of it. Slush gave us an opportunity to meet new and already familiar people, secure a couple of deals and have meaningful conversations on customer experience.
ijgolding
DECEMBER 4, 2017
The whole idea of the Net Promoter Score (NPS) is based around asking customers the question ‘How likely is it that you would recommend our company/product/service to a friend or colleague?’ and proposing to them a variety of response options based on a zero to ten scale. In the years since its introduction, NPS has become used all over the world and few organisations fail to ask their customers this question in one form or another at some point in the organisation/customer interaction.
Inbenta
DECEMBER 7, 2017
The VHS and the Betamax, the Blu-ray and HD DVD or more recently the current virtual headset battle between HTC Vive and Oculus Rift. The history of technological development is littered with examples of various formats fighting it out for market dominance. At times, these format wars will dictate what we refer to the new invention as. When purchasing a high-density optical disc we tend to ask for a Blu-ray for example.
Expert insights. Personalized for you.
359 
Let's personalize your content