INDUSTRY INSIGHTS YOUR PEERS ARE READING
Customer service (CS) is critical for delivering a great customer experience (CX). Customer service is part of the overall customer experience, not the entire customer experience. Customer Experience Touchpoint Mapping Listen or Die Customer Service MORE
From the early days of Science Fiction and Kubrik’s groundbreaking 2001: A Space Odyssey to the more recent chess match between Deep Blue and Kasparov, AI has long captured our imaginations. Capturing Customer Data. Accurately Predicting Customer Behavior. MORE
I had the pleasure of delivering a keynote speech at an event for a financial services company on Thursday. I was invited to speak by an ex colleague who I had not seen since 2001!!! Last week also saw the UK media rife with stories about fake online customer reviews. MORE
Before you begin searching for the perfect candidates for an open position in customer service, it helps to do some reflection. A good customer service job description—one that will get you qualified matches—accomplishes the following: Describes what the job entails. MORE
More importantly, the “real” unemployment rate (U6) continues to drop and is now 7.6%, the lowest since 2001 ( [link] ). It is the kind of CX your company is trying to create for your customers but is focused on your internal customers (your employees). MORE
Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Being able to find answers to their questions quickly is therefore a vital part of the customer experience. Self-service is an attractive channel to both the public and businesses. MORE
Continuing our series of the best customer service posts on the web from May , I’m going to look at some standouts from last month that caught my eye. There is no specific theme here aside from a focus on improving the customer experience. Difficult Customers. MORE
Amity had the good fortune of sitting down with a pioneer in Customer Success, Paul Teshima the original SVP of Customer Success (circa 2005) at Eloqua – now the Founder and CEO of Nudge Software , to talk about demonstrating the need for Customer Success. MORE
Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. Able to adapt with the future additions and expansions of your other service bundles. Peter Abah is the Head of Customer Support at Hotels.ng. MORE
Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. Piramal is a Pharmaceutical Contract Development and Manufacturing Organization, offering end-to-end services required to bring a drug to the market place faster and is renowned for its quality and reliability. MORE
Anthony Goonetilleke Discusses How Artificial Intelligence is Revolutionizing Customer Service. Do you want to embrace technology and provide your customers a better experience? But Millennials and Generation Z want more convenient service on the technologies that they prefer. MORE
One is productivity and it’s affect on customer engagement. 1) What brands need is a design principle that allows organizations to manage their customer-facing activities in a single experience, with no need to export or switch, drastically reducing the time to completion and saving time by automating fundamental tasks. Service, with significant productivity enhancements to help businesses and workers achieve more. How Does Productivity Affect Customer Engagement? MORE
Though played for laughs, this scene is all too representative of the value delivery perceptual gaps which often exist between suppliers and their customers. This significant difference was a telling clue into the degree of misinterpretation and misperception between customers and suppliers. MORE
Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. MORE
More importantly, the “real” unemployment rate (U6) continues to drop and is now 7.6%, the lowest since 2001 ( [link] ). It is the kind of CX your company is trying to create for your customers but is focused on your internal customers (your employees). Call Center Training Customer Service Resources call center operations call center training contact center training customer contact center consulting Customer Contact Centers training and coaching value of coaching MORE
According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. Customers appreciate: Being provided with a smooth experience across multiple channels. MORE
employees about their own positive customer experience. I have been buying shoes from Zappos.com since 2001. While everyone talks about excellent customer service, Zappos.com is a leader in putting the theory into practice. They pursued customer delight. MORE
It was May 2001 and I was just kicking off my first contact center software implementation as a project manager. Wow have times changed in the past 5 years with the emergence of social customer service! But has social customer service really arrived? MORE
PeopleMetrics
AUGUST 31, 2018
Customer service (CS) is critical for delivering a great customer experience (CX). Customer service is part of the overall customer experience, not the entire customer experience. Customer Experience Touchpoint Mapping Listen or Die Customer Service
Comm100
JULY 12, 2018
Continuing our series of the best customer service posts on the web from May , I’m going to look at some standouts from last month that caught my eye. There is no specific theme here aside from a focus on improving the customer experience. Difficult Customers.
Chad Schaeffer
SEPTEMBER 12, 2014
It was May 2001 and I was just kicking off my first contact center software implementation as a project manager. Wow have times changed in the past 5 years with the emergence of social customer service! But has social customer service really arrived?
Kayako
AUGUST 18, 2016
Before you begin searching for the perfect candidates for an open position in customer service, it helps to do some reflection. A good customer service job description—one that will get you qualified matches—accomplishes the following: Describes what the job entails.
Eptica
MARCH 31, 2016
Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Being able to find answers to their questions quickly is therefore a vital part of the customer experience. Self-service is an attractive channel to both the public and businesses.
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. Customers appreciate: Being provided with a smooth experience across multiple channels.
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Natalie Petouhof
SEPTEMBER 8, 2015
One is productivity and it’s affect on customer engagement. 1) What brands need is a design principle that allows organizations to manage their customer-facing activities in a single experience, with no need to export or switch, drastically reducing the time to completion and saving time by automating fundamental tasks. Service, with significant productivity enhancements to help businesses and workers achieve more. How Does Productivity Affect Customer Engagement?
Robert C. Davis and Associates
AUGUST 2, 2018
More importantly, the “real” unemployment rate (U6) continues to drop and is now 7.6%, the lowest since 2001 ( [link] ). It is the kind of CX your company is trying to create for your customers but is focused on your internal customers (your employees). Call Center Training Customer Service Resources call center operations call center training contact center training customer contact center consulting Customer Contact Centers training and coaching value of coaching
Comm100
JUNE 5, 2018
From the early days of Science Fiction and Kubrik’s groundbreaking 2001: A Space Odyssey to the more recent chess match between Deep Blue and Kasparov, AI has long captured our imaginations. Capturing Customer Data. Accurately Predicting Customer Behavior.
ShepHyken
MARCH 28, 2017
Anthony Goonetilleke Discusses How Artificial Intelligence is Revolutionizing Customer Service. Do you want to embrace technology and provide your customers a better experience? But Millennials and Generation Z want more convenient service on the technologies that they prefer.
Callminer
FEBRUARY 21, 2018
Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. Able to adapt with the future additions and expansions of your other service bundles. Peter Abah is the Head of Customer Support at Hotels.ng.
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ijgolding
JUNE 22, 2015
I had the pleasure of delivering a keynote speech at an event for a financial services company on Thursday. I was invited to speak by an ex colleague who I had not seen since 2001!!! Last week also saw the UK media rife with stories about fake online customer reviews.
COPC
JUNE 28, 2016
employees about their own positive customer experience. I have been buying shoes from Zappos.com since 2001. While everyone talks about excellent customer service, Zappos.com is a leader in putting the theory into practice. They pursued customer delight.
Beyond Philosophy
MAY 17, 2016
Though played for laughs, this scene is all too representative of the value delivery perceptual gaps which often exist between suppliers and their customers. This significant difference was a telling clue into the degree of misinterpretation and misperception between customers and suppliers.
Toister Performance Solutions
JANUARY 9, 2018
Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites.
Customer Guru
MARCH 7, 2018
Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. Piramal is a Pharmaceutical Contract Development and Manufacturing Organization, offering end-to-end services required to bring a drug to the market place faster and is renowned for its quality and reliability.
Amity
NOVEMBER 25, 2014
Amity had the good fortune of sitting down with a pioneer in Customer Success, Paul Teshima the original SVP of Customer Success (circa 2005) at Eloqua – now the Founder and CEO of Nudge Software , to talk about demonstrating the need for Customer Success.
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