INDUSTRY INSIGHTS YOUR PEERS ARE READING
It’s great to see so many people starting to see the potential of Experience Management (XM). As I’ve discussed, XM is the natural evolution in enterprise transformation. XM will improve just about any organization with the infusion of intelligence and humanity. MORE
As an increasing number of contact centers migrate to the cloud, another corresponding change is occurring. More and more enterprises have deployed dedicated developers to support their customer experience initiatives. MORE
A company’s values are its lifeblood. When done well, they guide us on how we truly want to operate both as a company and individually as we do our daily jobs. They should be a part of every decision made, which means they must have room to grow and change as a company matures. MORE
Perceptions of Sales Enablement can be ambiguous, but the bottom line is simple; sales enablement empowers your salespeople to be the best they can be. Simply managing your sales assets as an enablement strategy doesn’t cut it anymore. MORE
Good customer service costs less than bad customer service. Businesses lose $2378 each second due to poor customer service. Be smarter! Invest in good customer service tools and save on the loss of customers. The problem is, that nowadays, customers are demanding like never before. MORE
I’m all for getting customer feedback. There are different ways to go about it. Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago. MORE
There aren’t many professional career paths more rewarding than Customer Experience (CX). Life as a CX professional is never dull, always changing, incredibly challenging, and so fulfilling. MORE
We talk a lot about the difference between the two ways our brains think about things to make decisions, e.g., the Intuitive System and the Rational System. These two systems work together and tradeoff tasks between them. MORE
Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. Did you know that 1.8 MORE
When the concept of servant leadership was first introduced in the 1970s, it received a lot of push back from business leaders who were used to operating according to traditional power structures. Today, some of those attitudes still exist, even among mainstream management. MORE
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. Advanced B2B CX Strategies Nobody Talks About by CustomerGauge. MORE
Speech analytics has gone from a trendy, cool technology to an essential software that reveals insights into customer-agent interactions. Speech solutions provide the tools necessary to capture, organize and analyze unstructured information to make insights actionable. MORE
A recent study by PwC found that one in three consumers will walk away from a brand they love after just one negative experience. At the same time, 54% of respondents said that the customer experience at most companies needs to improve. . So although the customer experience has repeatedly proven to be critical to every company’s success, improving it remains a major challenge. In response, many organizations have begun rolling out a new function called customer experience management (CXM). MORE
Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. MORE
What is the Secret of Airbnb? I would never be an Airbnb host. Having a stranger staying in my house doesn’t fit with my personality. That said, there are a lot of people that would do it. MORE
At Jive, it is our mission to make the lives of our customers easier. That often means making their relationships with their customers easier. MORE
On his third solo album, The End of the Innocence, former Eagles drummer and singer Don Henley recorded a song called “The Heart of the Matter.” MORE
At NICE inContact we work with our clients to solve their customer experience goals. These businesses often face high volume or high complexity engagement models that involve the configuration and routing of contacts to agents. What is a “contact”, really? MORE
In a blog post, we published on our site in January of 2018, we talked about how artificial intelligence was reshaping the call center industry. MORE
As summer simmers down and makes way for autumn’s cozier climes, it is easy to become complacent in the things we do every day. This is why many people gain weight in the fall and during the holiday season, since things like diets and exercise regimens fall by the wayside in favor of comfort. MORE
NICE inContact Doubling Investment in Western Europe to Support Rapid Customer Growth. Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released. MORE
Happy Boss’s Day Yesterday, October 16, was Boss’s Day. In honor of that, I’d like to thank some of the managers that helped me get where I am today. There are a great number of people that have helped me get where I am in my career. MORE
The customer service industry is constantly changing. For CSMs in the SaaS industry, the same metrics that guided decision making and strategy even a few years ago aren’t cutting it anymore. MORE
Customer churn is a growing problem across many industries and managing it has become critically important to the maintaining profitability. MORE
Are you as busy as I am, as we plan on how we’re going to deliver on all our objectives before year-end? The last quarter of any year is a stressful time indeed, but this post on actionable insights is a must-read if you want to start 2020 ahead of the competition! MORE
If you are ready to improve the customer experience and efficiency of the operations in your contact center, the smartest place to begin making improvements is with those who are performing the work– your call center agents. MORE
This week we feature an article by Mark Sanborn who writes about how mistakes will be made but it’s how you handle them that matters. The experiences you create for a customer is important, but how they feel about that experience is critical. Welcome to the emotional economy. MORE
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Conn3ct are very proud and excited to announce the launch of our new website conn3ct.com. Here you will discover a clean, fresh design with improved functionality and enhanced content that is focused on our new Conn3ct value proposition: News MORE
ShepHyken
OCTOBER 21, 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. Advanced B2B CX Strategies Nobody Talks About by CustomerGauge.
Beyond Philosophy
OCTOBER 18, 2019
What is the Secret of Airbnb? I would never be an Airbnb host. Having a stranger staying in my house doesn’t fit with my personality. That said, there are a lot of people that would do it.
ShepHyken
OCTOBER 16, 2019
I’m all for getting customer feedback. There are different ways to go about it. Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago.
Contact Center Pipeline
OCTOBER 15, 2019
Speech analytics has gone from a trendy, cool technology to an essential software that reveals insights into customer-agent interactions. Speech solutions provide the tools necessary to capture, organize and analyze unstructured information to make insights actionable.
Speaker: Laura Sikorski, Contact Center Consultant
Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.
TechSee
OCTOBER 15, 2019
Customer churn is a growing problem across many industries and managing it has become critically important to the maintaining profitability.
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Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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Beyond Philosophy
OCTOBER 18, 2019
We talk a lot about the difference between the two ways our brains think about things to make decisions, e.g., the Intuitive System and the Rational System. These two systems work together and tradeoff tasks between them.
Contact Center Pipeline
OCTOBER 17, 2019
On his third solo album, The End of the Innocence, former Eagles drummer and singer Don Henley recorded a song called “The Heart of the Matter.”
Guru
OCTOBER 15, 2019
A company’s values are its lifeblood. When done well, they guide us on how we truly want to operate both as a company and individually as we do our daily jobs. They should be a part of every decision made, which means they must have room to grow and change as a company matures.
GetFeedback
OCTOBER 21, 2019
A recent study by PwC found that one in three consumers will walk away from a brand they love after just one negative experience. At the same time, 54% of respondents said that the customer experience at most companies needs to improve. . So although the customer experience has repeatedly proven to be critical to every company’s success, improving it remains a major challenge. In response, many organizations have begun rolling out a new function called customer experience management (CXM).
Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI
Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.
ShepHyken
OCTOBER 18, 2019
This week we feature an article by Mark Sanborn who writes about how mistakes will be made but it’s how you handle them that matters. The experiences you create for a customer is important, but how they feel about that experience is critical. Welcome to the emotional economy.
OctopusTech
OCTOBER 19, 2019
In a blog post, we published on our site in January of 2018, we talked about how artificial intelligence was reshaping the call center industry.
Cyara
OCTOBER 15, 2019
As an increasing number of contact centers migrate to the cloud, another corresponding change is occurring. More and more enterprises have deployed dedicated developers to support their customer experience initiatives.
CrazyCall
OCTOBER 18, 2019
Good customer service costs less than bad customer service. Businesses lose $2378 each second due to poor customer service. Be smarter! Invest in good customer service tools and save on the loss of customers. The problem is, that nowadays, customers are demanding like never before.
Advertisement
A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.
NICE inContact
OCTOBER 18, 2019
NICE inContact Doubling Investment in Western Europe to Support Rapid Customer Growth. Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released.
Guru
OCTOBER 18, 2019
Perceptions of Sales Enablement can be ambiguous, but the bottom line is simple; sales enablement empowers your salespeople to be the best they can be. Simply managing your sales assets as an enablement strategy doesn’t cut it anymore.
Contact Center Geek
OCTOBER 17, 2019
Happy Boss’s Day Yesterday, October 16, was Boss’s Day. In honor of that, I’d like to thank some of the managers that helped me get where I am today. There are a great number of people that have helped me get where I am in my career.
Monet Software
OCTOBER 17, 2019
If you are ready to improve the customer experience and efficiency of the operations in your contact center, the smartest place to begin making improvements is with those who are performing the work– your call center agents.
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.
C3Centricity
OCTOBER 16, 2019
Are you as busy as I am, as we plan on how we’re going to deliver on all our objectives before year-end? The last quarter of any year is a stressful time indeed, but this post on actionable insights is a must-read if you want to start 2020 ahead of the competition!
NICE inContact
OCTOBER 18, 2019
Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released.
Guru
OCTOBER 17, 2019
So you’ve decided to become a marketer. Welcome to the club! Before you get your swag though, we have one simple request: explain the difference between brand positioning and messaging. product marketing
ClearAction
OCTOBER 16, 2019
Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. Did you know that 1.8
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.
ClientSuccess
OCTOBER 21, 2019
The customer service industry is constantly changing. For CSMs in the SaaS industry, the same metrics that guided decision making and strategy even a few years ago aren’t cutting it anymore.
Jive
OCTOBER 21, 2019
At Jive, it is our mission to make the lives of our customers easier. That often means making their relationships with their customers easier.
NICE inContact
OCTOBER 18, 2019
At NICE inContact we work with our clients to solve their customer experience goals. These businesses often face high volume or high complexity engagement models that involve the configuration and routing of contacts to agents. What is a “contact”, really?
Connect Managed
OCTOBER 21, 2019
Conn3ct are very proud and excited to announce the launch of our new website conn3ct.com. Here you will discover a clean, fresh design with improved functionality and enhanced content that is focused on our new Conn3ct value proposition: News
Advertisement
Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.
ChaseData
OCTOBER 21, 2019
As summer simmers down and makes way for autumn’s cozier climes, it is easy to become complacent in the things we do every day. This is why many people gain weight in the fall and during the holiday season, since things like diets and exercise regimens fall by the wayside in favor of comfort.
Customer Experience Matters
OCTOBER 21, 2019
It’s great to see so many people starting to see the potential of Experience Management (XM). As I’ve discussed, XM is the natural evolution in enterprise transformation. XM will improve just about any organization with the infusion of intelligence and humanity.
Etech GS
OCTOBER 21, 2019
When the concept of servant leadership was first introduced in the 1970s, it received a lot of push back from business leaders who were used to operating according to traditional power structures. Today, some of those attitudes still exist, even among mainstream management.
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