Beyond Philosophy
OCTOBER 1, 2015
If you had the choice of doing something the easy way or the hard way, and you didn’t have to do anything morally, ethically, or legally wrong to do it the easy way, which would you choose? My guess is the majority of you would say take the easy way. I certainly would. When it comes to brands and their related experience, it’s critical that you KISS it.
Steve DiGioia
SEPTEMBER 28, 2015
What makes a leader? Is it making great speeches or bossing others around? Of course not. This original article was written by Steve DiGioia. Leadership. We all wish that others thought of us as a leader. We have the skills, the drive and the “ intestinal fortitude “…(whatever that is). We work hard, overtime as needed, without complaining.
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Callminer
OCTOBER 1, 2015
Customer experience isn’t just important in 2015 – it’s critical. CallMiner’s latest blog highlights 5 must-read research reports on CX this year.
Customers That Stick
OCTOBER 1, 2015
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Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Beyond Philosophy
SEPTEMBER 29, 2015
Apple’s latest operating system iOS 9 allows people to block ads while mobile browsing, a development that has digital marketers and publishers in a twist. As Ad Blocking pushes online advertising to the brink of irrelevancy, it’s important to appreciate how the User Experience (UX) provides an integral link to Customer Experience (CX). And also, what a poor UX means to your brand.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Win the Customer
SEPTEMBER 29, 2015
Onboarding retail staff can be overwhelming, especially with grand openings and seasonal hiring. The retail turnover rate in the U.S. is currently at 55.71%. For the 3rd quarter last year, the Bureau of Labor Statistics reported that 897 thousand jobs were gained in retail, while 905 thousand were lost. That amount of turnover is enough […].
Contact Center Pipeline
OCTOBER 1, 2015
In this Executive Talk interview, I had an opportunity to chat with Kristi Holcombe, Director of Workforce Management at Travelers. Kristi has over 20 years’ experience in the contact center industry. She has worked in a variety of industries and operation sizes in different job roles. Through her varied work experience, Kristi brings unique insights […].
HGS
SEPTEMBER 30, 2015
Managing Knowledge Transfer During Contact Center Outsourcing Transition. Posted by Marsha Eisnor. Contact centers are often prone to transition. Whether it’s an in-house contact center moving to an outsourced environment for the first time or a migration of business from one outsourcer to another, knowledge transfer can be a big risk factor for both a successful transition and steady state operations.
Return Customer
SEPTEMBER 30, 2015
If you put yourself out there as a business, you better prepare for dealing with dissatisfied customers. Since consumers have developed a habit of checking online reviews before purchasing a product, it’s in your best interest to learn how to handle negative reviews. If you do it right, you can actually gain a lot – recovering from a mistake sometimes helps brands to develop stronger relationships with customers.
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Kayako
SEPTEMBER 29, 2015
Why you should set goals. Customer support goals are important for a number of reasons. Setting the right goals shows you understand the needs of your customers and what your team can do to better support them. Do not set goals randomly ; they should stem from extensive research that supports why you are setting them. Goals should be set at company level as well as at individual level, and you should understand how all these goals work together to achieve the overall company vision.
Contact Center Pipeline
SEPTEMBER 30, 2015
Take a look at our top five blog posts in September to see which topics your fellow contact center professionals were reading about: How to provide a realistic job preview to improve new-hire retention; insights on how an omnichannel approach will impact agents’ roles, skill sets and training; how to calculate occupancy correctly; ideas for […].
HGS
SEPTEMBER 30, 2015
Posted by Marsha Eisnor Contact centers are often prone to transition. Whether it’s an in-house contact center moving to an outsourced environment for the first time [.]. The post Managing Knowledge Transfer During Contact Center Outsourcing Transition appeared first on Team HGS Blog.
ClearAction
SEPTEMBER 28, 2015
5 Keys to Customer Experience for the Future. I have a dream that in the future we'll look back and say "Remember how hard it was to be a customer back in the 2010s? Thank goodness it's so much easier now!" This dream stems from acknowledgement that it's all too often a bit rough to select, buy, or use a solution in our lives and businesses.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
ijgolding
SEPTEMBER 29, 2015
The month of September comes around every year. The kids go back to school. Millions go back to work after the summer holiday. Autumn starts to knock on the door. Christmas decorations are prominently displayed in stores all across the land. September is a month that signals change – some embrace it, while others despair at the fact that they may not get another day off until Father Christmas has paid a visit!
Contact Center Pipeline
SEPTEMBER 29, 2015
The amount of information that contact center leaders have access to is phenomenal. We live with it every day, so we tend to take it for granted. Yet the data right in front of us remains virtually hidden to the rest of the organization. Without knowing it exists, they are not likely to ask for […].
Win the Customer
SEPTEMBER 28, 2015
Customers are demanding more options and flexibility, so it’s wise for businesses to find multiple payment options that work for them and their customers to deliver complete customer experiences. Customers want and need flexible payment options. A 2013 UPS study of e-commerce sites found that offering a variety of payment options is the second-most important […].
Vonage
SEPTEMBER 29, 2015
If you look at most Voice of the Customer (VoC) programmes typically, they start in the contact centre. The aim of these programmes is to make customers stay longer, spend more and recruit new customers. But, there are some clear challenges that the industry is facing with these programmes, which can be backed up with stats from Forrester: Over a third of VoC programmes have had no executive support. 60% of organisations don’t use the programme for customer experience design (such as asking bett
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Kayako
OCTOBER 1, 2015
Morten Lundsby, ex-Googler and founder of user insights tool UserChamp, joined us for a webinar in which he took a look at ways to get more value out of your customer conversations. In the webinar, Morten talks us through how to push onboarding materials upstream before a potential customer is a customer. He also tells a surprising story of when he went on a customer visit and how they didn’t even have a computer , and how to deal with obstacles like this.
PeopleMetrics
OCTOBER 1, 2015
Here's a little story about how I walked out of a Staples for the last time. A Snapshot of My Customer Experience. On a Sunday, just before 6:00 p.m., my wife killed our printer's black ink cartridge. This was a minor crisis. She is a teacher, a weekend printer of worksheets. I drove to Staples, our nearest office supply store. They were very close to closing when I got there.
Eptica
SEPTEMBER 30, 2015
Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. Author: Derek Lewis In previous decades an organization’s brand was something it controlled, with how it was perceived in the market driven by expensive advertising and marketing campaigns. The rise of social media and increasingly demanding customers has changed all of this.
Provide Support
SEPTEMBER 29, 2015
For many years shopping cart abandonment has been a huge problem for eCommerce business owners. According to the Baymard Institute , the average documented online shopping cart abandonment rate is 68.53%, which is an outrageous statistics. To put it simpler, nearly 70 out of 100 people leave your website without completing their purchase! While there are many reasons online shoppers abandon their carts that you have little or no influence over, such as comparison shopping, many of them can actua
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
AskNicely
SEPTEMBER 26, 2015
Here’s part two in our series on how to perform better in the boardroom. We interviewed directors of SaaS startups to get their insights. Quotes are anonymous to enable directors to speak their mind. 1: Check Your Pompoms At The Door. First off it’s worth reiterating what was said in the recent board relations article. Startup board members aren’t there to catch out or beat up the CEO.
Clarabridge
OCTOBER 1, 2015
Customer experience management is like cooking. If I have eggs and butter in my kitchen, I can make a fried egg. If I have eggs and butter and also flour, salt, milk, baking powder, vanilla, and lots of sugar, I can make a cake. Eggs are good—but adding more ingredients gives me something much more sophisticated and appealing. (I mean, come on, it’s cake !).
Eptica
SEPTEMBER 28, 2015
Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently. As companies are becoming more customer-centric, this is approach is changing.
ClearAction
SEPTEMBER 28, 2015
Marketing Operations Value: 10 Essentials Lynn Hunsaker. Marketing Operations value goes well beyond automation, tech stacks, attribution and cost of customer acquisition. The operational challenges faced by today’s CMOs are broader than this. As Marketing Ops teams expand to meet these needs, value increases in important ways: stature, scalability, strategic impact, and nimbleness.
Advertiser: ZoomInfo
One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.
CX Journey
SEPTEMBER 29, 2015
Image courtesy of Leah M. Berry Are you listening to your customers? Do you understand what they are trying to achieve? Are you using what you hear/learn to actually design a better experience for them? I was thrilled to be interviewed by Leah Berry and to a be part of her 30 Experts in 30 Days series; she asked me questions about employee experience and customer experience, of course, but from a variety of different angles.
Clarabridge
SEPTEMBER 30, 2015
Check out this month’s must-reads about customer experience from around the web. Chosen by the Sentiments team, we have aggregated what we think are useful and engaging articles for anyone interested in understanding and improving the customer experience. Facebook’s ‘Dislike’ Button: Accountability and Opportunity in a World of Dislikes. Facebook’s new dislike button gives users the ability to express empathy on social and gives brands the ability to better understand their customers.
Amity
SEPTEMBER 29, 2015
Common Conversion Activities metric a strong predictor of purchase in #SaaS trials. #CustomerSuccess Click To Tweet. If you’re not great at math and you pine for a metric that isn’t calculated by an equation, today is your lucky day. Ever hear of CCA ? SaaS growth strategist, Lincoln Murphy , created a measurement called Common Conversion Activities—and it’s not a number.
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