INDUSTRY INSIGHTS YOUR PEERS ARE READING
If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so MORE
As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. I can think of several technologies that have promised to replace email, like Slack and other messaging applications (e.g., Apple Chat or WhatsApp). MORE
never ever say that to a customer I went to my local Petco store last week to buy a few more guppies for my fish tank. I got this tank for my kids a few years ago but they never bothered to look at the tank and I don’t think they’ve ever even fed the poor fish. But that’s another story. MORE
When you meet a customer’s expectations, you make them happy. That’s the basic concept behind customer satisfaction. Sometimes, however, the potential value of your product or service outstrips customer expectations. MORE
Advances in Artificial Intelligence (AI) have delivered big wins for many B2C companies. AI technologies have enabled biometric identification, voice recognition, predictive analytics and, of course, chatbots. MORE
If you’ve ever seen one of my speaking presentations, you’ve most likely heard my story about my favorite cab driver. It is an example of excellent customer service. It’s universal—I don’t know of anyone that hasn’t been in a taxi. MORE
273 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. Which is Your CX Priority: Satisfied Customers or Profit? MORE
Think Like Amazon. Innovation from the World’s Leading Customer-Obsessed Company. Shep Hyken interviews John Rossman. They discuss John’s new book, Think Like Amazon , and how to utilize the key factors that drive Amazon’s success. MORE
It has been almost 15 years since Bain & Company delivered its jaw-dropping statistic on the customer experience delivery gap. MORE
When I started working in contact centers they were called call centers because that's what customers did. They called. Today, it's very different. Customers have far more options for contacting a company beyond the phone. MORE
In the world of call blocking and labeling, one of the most talked-about anti-robocalling initiatives comes in the form of the SHAKEN/STIR protocol. MORE
I have a few things that drive me crazy in the business world. In this episode of The Intuitive Customer, we are going to talk about how organizations often define loyalty, and why I think they have it all wrong. It makes me upset when I think about it. MORE
This week we feature an article by Martin Frascaroli who talks about why it is important to meet your customer needs using omnichannel customer service. . Your potential customers want to buy quickly and comfortably through an integrated experience. MORE
An often followed practice in contact centers is to "not let too many agents take their break at one time.". This is a sound approach to staffing if the incoming workload is steady and all employees are working a shift that spans the operating hours. MORE
Image by Pete Linforth from Pixabay. This article was originally published on the FCR blog in partnership with my colleague, Travis Wild on June 18, 2019. Click here to read the original post. MORE
Following widespread industry deregulation, the energy and utilities sector has become increasingly competitive. With more and more choices available to customers, providing quality customer service is more critical than ever. MORE
Almost 200 CEO's redefine the purpose of a corporation. My take: It's all about adding value to people's lives. The post The Purpose Of A Corporation, Redefined appeared first on Experience Matters. Customer experience MORE
Every week I set aside three uninterrupted hours to work on me. In this “Strategic Block,” a term coined in the book “12 Week Year,” I don’t allow emails, calls, or meetings, and no regular business tasks. I focus solely on personal or professional development. MORE
A customer service strategy is a thorough plan to handle customer interactions. It lets you provide a consistent customer experience throughout the customer journey. Improved customer experience results in a more loyal customer base. MORE
In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Intraday management. MORE
Guru is proud to partner with Ka'ana Solutions as part of our Guru for Good non-profit program. This article originally appeared on Ka'ana's blog. MORE
We embarked on a fun little survey this spring to gather input on the future of the contact center. Our focus was on which technologies are expected to have the greatest impact and what that impact might be. MORE
It wasn’t too long ago that companies set the rules regarding when and where they did business. If customers wanted to buy a product or service, they had to get to the place of business during open hours or go without. MORE
Accolades presented in four categories Fremont, CA – Winners of the 2019 Brandon Hall Group HCM Excellence in Awards for Learning and Development, Talent Management, Leadership Development, Talent Acquisition, Workforce Management and HR, Sales Performance and Corporate Initiatives were announced during an online webinar on Aug. 22, 2019. Concentrix won in four separate categories for demonstrating. The post Concentrix Wins Brandon Hall Group Award appeared first on Concentrix. MORE
It seems like every day we learn about a new brick-and-mortar retail giant that is closing stores across the country. Sam’s Club, Toys R Us, Sears and Macy’s are just a few retailers saying goodbye to physical locations. While some are moving to e-commerce, others are simply no longer competitive. MORE
Metrics are a means to an end. They are not a goal in and of themselves. Their importance lies in their ability to reveal the customer experience of the product or service so you can add value to that experience and maximize the growth of both the customer and your own enterprise. MORE
Another day, another enterprise giant being forced to admit that sensitive customer data may have been improperly monitored or used without consent. In this latest instance, it was a case of outside contractors listening to user recordings without their knowledge. MORE
Image by Free-Photos from Pixabay. This article was originally published on the FCR blog on July 2, 2019. Click here to read the original. Did you get a chance to read the article in the Wall Street Journal titled “The Dubious Management Fad Sweeping Corporate America?” MORE
Why should you take advantage of the newest prefix for easy-to-remember custom vanity phone numbers? MORE
ShepHyken
AUGUST 21, 2019
If you’ve ever seen one of my speaking presentations, you’ve most likely heard my story about my favorite cab driver. It is an example of excellent customer service. It’s universal—I don’t know of anyone that hasn’t been in a taxi.
Contact Center Pipeline
AUGUST 22, 2019
We embarked on a fun little survey this spring to gather input on the future of the contact center. Our focus was on which technologies are expected to have the greatest impact and what that impact might be.
Callminer
AUGUST 19, 2019
Another day, another enterprise giant being forced to admit that sensitive customer data may have been improperly monitored or used without consent. In this latest instance, it was a case of outside contractors listening to user recordings without their knowledge.
Myra Golden Media
AUGUST 19, 2019
Every week I set aside three uninterrupted hours to work on me. In this “Strategic Block,” a term coined in the book “12 Week Year,” I don’t allow emails, calls, or meetings, and no regular business tasks. I focus solely on personal or professional development.
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.
Beyond Philosophy
AUGUST 23, 2019
I have a few things that drive me crazy in the business world. In this episode of The Intuitive Customer, we are going to talk about how organizations often define loyalty, and why I think they have it all wrong. It makes me upset when I think about it.
|
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
|
Customer Service Life
AUGUST 22, 2019
Image by Free-Photos from Pixabay. This article was originally published on the FCR blog on July 2, 2019. Click here to read the original. Did you get a chance to read the article in the Wall Street Journal titled “The Dubious Management Fad Sweeping Corporate America?”
TechSee
AUGUST 19, 2019
Advances in Artificial Intelligence (AI) have delivered big wins for many B2C companies. AI technologies have enabled biometric identification, voice recognition, predictive analytics and, of course, chatbots.
Contact Center Pipeline
AUGUST 20, 2019
It seems like every day we learn about a new brick-and-mortar retail giant that is closing stores across the country. Sam’s Club, Toys R Us, Sears and Macy’s are just a few retailers saying goodbye to physical locations. While some are moving to e-commerce, others are simply no longer competitive.
CX Accelerator
AUGUST 19, 2019
If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so
Advertiser: Skilljar
Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.
ShepHyken
AUGUST 20, 2019
Think Like Amazon. Innovation from the World’s Leading Customer-Obsessed Company. Shep Hyken interviews John Rossman. They discuss John’s new book, Think Like Amazon , and how to utilize the key factors that drive Amazon’s success.
TeleDirect
AUGUST 23, 2019
It wasn’t too long ago that companies set the rules regarding when and where they did business. If customers wanted to buy a product or service, they had to get to the place of business during open hours or go without.
NICE inContact
AUGUST 21, 2019
As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. I can think of several technologies that have promised to replace email, like Slack and other messaging applications (e.g., Apple Chat or WhatsApp).
Contact Center Pipeline
AUGUST 21, 2019
It has been almost 15 years since Bain & Company delivered its jaw-dropping statistic on the customer experience delivery gap.
Advertisement
If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
Customer Service Life
AUGUST 20, 2019
Image by Pete Linforth from Pixabay. This article was originally published on the FCR blog in partnership with my colleague, Travis Wild on June 18, 2019. Click here to read the original post.
ShepHyken
AUGUST 19, 2019
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. Which is Your CX Priority: Satisfied Customers or Profit?
Nextiva
AUGUST 22, 2019
A customer service strategy is a thorough plan to handle customer interactions. It lets you provide a consistent customer experience throughout the customer journey. Improved customer experience results in a more loyal customer base.
Concentrix
AUGUST 23, 2019
Accolades presented in four categories Fremont, CA – Winners of the 2019 Brandon Hall Group HCM Excellence in Awards for Learning and Development, Talent Management, Leadership Development, Talent Acquisition, Workforce Management and HR, Sales Performance and Corporate Initiatives were announced during an online webinar on Aug. 22, 2019. Concentrix won in four separate categories for demonstrating. The post Concentrix Wins Brandon Hall Group Award appeared first on Concentrix.
Advertisement
A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
CallSource Insights
AUGUST 20, 2019
Why should you take advantage of the newest prefix for easy-to-remember custom vanity phone numbers?
Zoom International
AUGUST 20, 2019
An often followed practice in contact centers is to "not let too many agents take their break at one time.". This is a sound approach to staffing if the incoming workload is steady and all employees are working a shift that spans the operating hours.
Totango
AUGUST 20, 2019
Metrics are a means to an end. They are not a goal in and of themselves. Their importance lies in their ability to reveal the customer experience of the product or service so you can add value to that experience and maximize the growth of both the customer and your own enterprise.
Toister Performance Solutions
AUGUST 22, 2019
When I started working in contact centers they were called call centers because that's what customers did. They called. Today, it's very different. Customers have far more options for contacting a company beyond the phone.
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.
Guru
AUGUST 22, 2019
Guru is proud to partner with Ka'ana Solutions as part of our Guru for Good non-profit program. This article originally appeared on Ka'ana's blog.
Steve DiGioia
AUGUST 19, 2019
never ever say that to a customer I went to my local Petco store last week to buy a few more guppies for my fish tank. I got this tank for my kids a few years ago but they never bothered to look at the tank and I don’t think they’ve ever even fed the poor fish. But that’s another story.
Arbeit
AUGUST 23, 2019
In the world of call blocking and labeling, one of the most talked-about anti-robocalling initiatives comes in the form of the SHAKEN/STIR protocol.
Totango
AUGUST 22, 2019
When you meet a customer’s expectations, you make them happy. That’s the basic concept behind customer satisfaction. Sometimes, however, the potential value of your product or service outstrips customer expectations.
Advertiser: Skilljar
A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.
Customer Experience Matters
AUGUST 21, 2019
Almost 200 CEO's redefine the purpose of a corporation. My take: It's all about adding value to people's lives. The post The Purpose Of A Corporation, Redefined appeared first on Experience Matters. Customer experience
Fonolo
AUGUST 22, 2019
Following widespread industry deregulation, the energy and utilities sector has become increasingly competitive. With more and more choices available to customers, providing quality customer service is more critical than ever.
NICE inContact
AUGUST 22, 2019
In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Intraday management.
Let's personalize your content