Beyond Philosophy

AUGUST 16, 2018

A theory is great. It gets you thinking, designing and planning. However, unless you take all the theory and the work you built around it and implement it, it is entirely useless. Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. The concept of implementing the plans you make from theory is significant to me. It began back in my executive position at British Telecom.

Consulting 245

Consulting Consulting Customer retention Metrics 245

Call Center Coach

AUGUST 16, 2018

Your company culture is on the wall, written in your mission statement, part of the company vision, it’s in your core values and it’s communicated. And this is what destroys contact center morale? It is a problem if your leaders do not live out these perceived commitments through their behaviors.

Morale 221

Morale Contact Center Coaching Personalization 221

Aspect

AUGUST 16, 2018

Yesterday at a media event in Charleston, South Carolina, the CEO of T-Mobile, John Legere, revealed their next big move. My initial thought was what could possibly be a bigger move than offering free Netflix ?

Call Center 230

Call Center Technology Contact Center Customer Service 230

Contact Center Pipeline

AUGUST 15, 2018

Our 2018 contact center technology survey shows that some things never change, even in an era of massive change! It had been six years since we reached out to contact center professionals to take stock of their technology views.

Technology 151

Technology Surveys Contact Center Call Center 151

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Take a front-row seat to hear how this contact center integration will upgrade your IT infrastructure. Learn how to practically apply Amazon Lex and machine learning to replace your legacy IVR and overcome common IVR problems.

Contact Center

Toister Performance Solutions

AUGUST 16, 2018

Let's start with a few facts about the USS Midway Museum. The decommissioned aircraft carrier has operated as a museum in San Diego since 2004. Visitors can explore the flight deck, crew quarters, and other areas of the ship while enjoying a self-guided audio tour narrated by Midway sailors.

Entertainment 98

Entertainment Education Feedback Surveys 98

Contact Center Pipeline

AUGUST 16, 2018

In this installment of the Lost in the Labyrinth series, I focus on Brand Energy Power, an organization’s internal furnace that breaks down silos and builds brand momentum at every level. But how do we build Brand Energy and continue to fuel the fire?

Customer centricity 130

Customer centricity Contact Center Call Center Customer Service 130

ShepHyken

AUGUST 15, 2018

Over the years I’ve taught a concept I refer to as the One Thing Question. This is a very simple question to use in a survey as a follow-up to the simple survey question, like the Net Promoter Score question (NPS).

Banking 94

Banking Travel Surveys Customer Service 94

OctopusTech

AUGUST 13, 2018

Nowadays, you must have come across certain companies that are way too flexible in terms of return policy than their previous ones would ever be.

Surveys 76

Surveys Construction Feedback Metrics 76

Call Center Coach

AUGUST 14, 2018

CLICK HERE for large image. Being able to accelerate the path from successful contact center agent to supervisor success is a top priority in the contact center industry. Some may contend it’s always been a priority. But now we could be entering a crisis scenario.

Contact Center 174

Contact Center Coaching Surveys Call Center 174

Call Center Weekly

AUGUST 15, 2018

Let’s face it; hiring new personnel can be a long, arduous task. Prior to announcing an opening, the job description must be created and approved. Recruiting efforts must be discussed with HR to ensure the best candidates are brought to the forefront.

Contact Center 70

Contact Center Personalization Government Consulting 70

Contact Center Pipeline

AUGUST 14, 2018

Contact Center managers and business owners who have invested in sophisticated unified communications networks typically understand the urgency of maintaining a skilled, consistent and well-seasoned staff to use these networks.

Technology 130

Technology Contact Center Management Call Center 130

ShepHyken

AUGUST 14, 2018

The Carnival Of Business Growth Strategies. Get smarter about building your company’s future. Shep Hyken sits down with Tiffani Bova, the global growth and innovation evangelist at Salesforce.

Marketing 82

Marketing Customer Service Customer Experience 82

360Connext

AUGUST 13, 2018

Have you had enough of the term omnichannel? It blasted into our vocabulary a few years ago, shoving out multichannel as the preferred ubiquitous business speak of our time. Omnichannel paints a picture of an all-knowing customer journey.

Journey mapping 72

Journey mapping SaaS B2B Chatbots 72

Brad Cleveland

AUGUST 17, 2018

A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill their potential, customer contact centers need commitment and involvement from the top.

Contact Center 65

Contact Center Management Call Center Customer Service 65

Fenero

AUGUST 16, 2018

To be a successful Contact Center Manager, you must be able identify and forecast the needs of your campaign/project(s) which at times can be uncertain. There are unpredictable spikes in the contact center that causes longer holder times which can result in negative customer service experiences.

Contact Center 67

Contact Center Sales call center software virtual call center 67

The Northridge Group

AUGUST 16, 2018

An effective Workforce Management organization ensures a contact center has the right number of agents, with the right skills, in place to deliver the desired member experience in the most efficient manner.

Analytics 66

Analytics Management Contact Center Customer Service 66

ShepHyken

AUGUST 17, 2018

This week we feature an article by Kaavya Karthikeyan who writes about customer support metrics that you should be tracking. – Shep Hyken.

Benchmark 74

Benchmark Customer Support Metrics First call resolution 74

Branch Mesenger

AUGUST 17, 2018

In the retail industry, everything is suddenly sunny. ??+ ????+ ????+ ????= ??. Warm weather, improving consumer confidence, strong sales, and increased manufacturing output have all contributed to a robust second quarter for American retail sales.

Sales 62

Sales Accountability Marketing 62

Fonolo

AUGUST 16, 2018

Stop me if you’ve heard this one: What a world we live in. Speaking as a seasoned, schooled, marginally flawed member of the human race, I have of late been watching the movements of humanity with worried, widened eyes. This was not by choice, really.

Customer Service 90

Customer Service Feedback Technology Customer Support 90

Ansafone

AUGUST 16, 2018

Don’t Try to Force Your Business Processes into a One-Size-Fits-All Outsourcer Box There are many advantages to outsourcing your first notice of loss (FNOL) calls to a call center that specializes in this work.

Best practices 62

Best practices outsourcing Contact Center Call Center 62

UJET

AUGUST 16, 2018

UJET brings home bronze with a Stevie for Tech Startup of the Year – Software. UJET Contact Center cloud-based contact center

Contact Center 62

Contact Center 62

ShepHyken

AUGUST 13, 2018

Each week I read a number of customer service and customer experience articles from various 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.

B2C 73

B2C B2B Customer Service Customer retention 73

CX Accelerator

AUGUST 16, 2018

Only a handful of months ago, CX Accelerator started with a dream to create a small virtual community exclusively for CX professionals. 400 people and 14,000 messages later, the slack work space has become something far more meaningful than anyone could have anticipated.

Customer Experience 62

Customer Experience 62

Strategic Contact

AUGUST 15, 2018

We see common situations in our contact center assessment projects: The IVR needs fixing. It’s been static for years. But nobody thinks it matters too much. Or they are afraid to touch it, out of fear it will “break” something.

Contact Center 62

Contact Center 62

Ansafone

AUGUST 15, 2018

Since first call resolution (FCR) helps companies measure customer satisfaction, it is an essential element in nurturing lifelong relationships with buyers. Customers understand that mistakes happen, so they are able to forgive when a problem is fixed swiftly and adequately.

First call resolution 62

First call resolution Contact Center Customer Service 62

OrecX

AUGUST 15, 2018

As a BPO or call center outsourcer, you are potentially taking over a role your clients cannot manage on their own or don’t want to handle any longer. Therefore, you are under enormous pressure to over-perform each and every day or you risk losing business.

outsourcing 62

outsourcing APIs Calibration Call Center 62

Dialer 360

AUGUST 15, 2018

Excellence is one of the pillars of success in contact center services. Customers and client have an interest in quality work only. Competition for the brand reputation so, the BPO unit are aware of that.

Call Center 62

Call Center Management Telemarketing Average Handle Time 62

Return Customer

AUGUST 15, 2018

American Express reported that, according to research, Americans will tell 15 people about their bad brand experiences but only 11 people about their good ones.

Customer Support 62

Customer Support Complaint resolution Advertising Chatbots 62

Branch Mesenger

AUGUST 14, 2018

From Macy's to Wrangler, here's a look at the biggest stories we're reading this week: ??Retail Retail Sales Expected to Climb Higher. ??This This is the Hottest American City for Jobs. ??Lee, Lee, Wrangler Spinoff. ?North North Face Taps Rockies For HQ. ??Doubling Doubling Down on Malls. ??Are

Sales 62

Sales Big data Technology Marketing 62

Revation Systems

AUGUST 14, 2018

Communication lies at the heart of customer service – it’s often the driving factor behind turning an average customer touchpoint into a stellar experience with a business.

Banking 62

Banking contact center solutions Contact Center Enterprise 62

Toister Performance Solutions

AUGUST 14, 2018

My wife, Sally, and I really enjoy wine. It's fun to explore new wineries and share both bottles and experiences with friends. So we were a little excited when I found a winery in Napa Valley that was looking for "investors." The deal was enticing.

Benchmark 62

Benchmark Marketing Customer Service Sales 62

Nexmo

AUGUST 14, 2018

Recording a phone message is the key first step in building a fully fledged voice mail system. In this tutorial, we’ll go through the steps required to set up a phone number with the ability to record an incoming call using PHP and the Nexmo command line interface.

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88

OctopusTech

AUGUST 13, 2018

[contact-form-7] The post test appeared first on Octopus Tech

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