Russel Lolacher

APRIL 5, 2021

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. The post Lessons from 10 Years Working in Public Service Social Customer Care appeared first on Russel Lolacher. Oh, it’s been amazing.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

Inbenta

NOVEMBER 9, 2021

Social distancing has altered how people purchase goods, communicate and work, and banks have had to reduce their dependence on humans, when possible, to become a lights-out business that meets customer demands for 24/7, omnichannel access to services. Banks need to engage with their customers in the right way and in the right channels.

Banking 95

Banking Chatbots Customer Care Self service 95

Beyond Philosophy

FEBRUARY 10, 2022

For example, organizations are motivated to care about Customer Experience because it’s what their customers care about, and customer reactions to experiences drive the results at the bottom line. We explore the many reasons why customers do what they do—and what you should do about it.

Customer Experience 416

Customer Experience Consulting Consulting Metrics 416

Connecting the Dots

JULY 27, 2020

A little more than forty years ago, the marketplace was very different from todays, with little to no attention paid to customer care and complaint resolution. What follows is Vicki’s interview of John Goodman about his storied career in customer experience, customer care research, and the 2020 National Customer Rage Study.

Customer Care 62

Customer Care Complaint resolution Government Education 62

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Marketing Contact Center 48

Beyond Philosophy

SEPTEMBER 12, 2020

It turns out, customers care a lot about how things look, and it influences their buying (and box-keeping) behavior. This episode of The Intuitive Customer explores the research of Claudia Townsend, associate professor of marketing at the University of Miami at the Miami Herbert Business School. So do many of you, I would guess.

Consulting 284

Consulting Consulting Customer Care Customer Experience 284

CCNG

OCTOBER 14, 2021

They not only know their product or services, but they also possess a rolodex of other industry contacts for you to consult. Ryan Bradley, recently former VP Selective Insurance, head of customer care, has held a variety of contact center leadership roles primarily in the insurance industry (Farmers, Erie, Selective).

Contact Center 195

Contact Center CCNG Employee engagement Consulting 195

DMG Consulting

JANUARY 17, 2018

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Marketing Gamification 48

Connecting the Dots

JULY 27, 2020

The work of John Goodman and Marc Grainer , two of Customer Care Measurement & Consulting’s principals, led to a customer care revolution in the United States, and for both, an ongoing passion to monitor and continuously optimize the customer experience to create a win-win for buyers and sellers.

Customer Care 62

Customer Care Government Education Engineering 62

Beyond Philosophy

SEPTEMBER 17, 2020

You will recall that Framing Effects refer to how the way you present choices affects people’s perception of them. Townsend did another study with Julio Sevilla about the amount of space between items in a retail setting and how that affected customer behavior. Realize that aesthetics matter when customers look at things.

Consulting 409

Consulting Consulting Customer Experience Customer Care 409

Beyond Philosophy

SEPTEMBER 11, 2014

In 2003, Benjamin Black, website engineering manager and his boss, Chris Pinkham, vice president of IT infrastructure, presented a paper outlining the project. One of the ones I didn’t list was that they don’t have a good awareness of what their current customer experience is and worse yet, many of them don’t care.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

Fonolo

JANUARY 31, 2018

“China Merchant Bank’s bot [served on WeChat] handles more natural customer conversations… 1.5 to 2 million interactions per day [which] …would typically require thousands of additional customer care agents to handle.”. Our favorite chart: The Current State of Customer Care. Who wrote it: Interactions.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

CCNG

OCTOBER 6, 2020

Even worse, I once loaded my high-stakes presentation with video clips before realizing that our internal security protocols would not allow anyone to view videos on their end, thus losing my message and impact. I have attended 5:00 AM meetings during which leaders sheepishly admitted they forgot the time differences.

CCNG 195

CCNG outsourcing Surveys Coaching 195

CX Global Media

JULY 12, 2019

Bill White Executive Director – Customer Care, ???Stuller, About Bill White : Bill has worked in Customer Care for over 20 years in leadership positions with Asurion Insurance Services, AT&T, ClientLogic, Omnipoint Communications and Unicel Wireless. She is the founder of McKee Consulting and the LAMA Technique.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

TechSee

APRIL 10, 2018

Driven by a need to improve the ever-evolving customer experience at scale, the customer care industry is rapidly moving to more digital, multichannel, self service first, automated service practices. The growing scale of the customer care market requires greater reliance on technology through automation and AI-based technology.

Call Center 139

Call Center Technology outsourcing Self service 139

Quiq

OCTOBER 7, 2021

Share This Story For retail organizations, Google’s Business Messages feature presents a powerful new opportunity for various teams to forge 1:1 connections with consumers, at scale, through the world’s largest search engine. Top Google’s Business Messages (GBM) Strategies for Customer Service, Marketing, & Omnichannel.

Marketing 52

Marketing Customer Service Consulting Consulting 52

Connecting the Dots

OCTOBER 9, 2018

Last month, John Goodman presented on Authentic Empowerment: Equipping Your Front-Line to Deliver a Can-Do Customer Experience 3.0 at Customer Service Institute of America. The video recording of the presentation is now available for you, and is especially important for CX managers and front-line staff.

Customer Experience 62

Customer Experience Engineering Consulting Consulting 62

Connecting the Dots

OCTOBER 9, 2018

Last month, John Goodman presented on Authentic Empowerment: Equipping Your Front-Line to Deliver a Can-Do Customer Experience 3.0 at Customer Service Institute of America. The video recording of the presentation is now available for you, and is especially important for CX managers and front-line staff.

Customer Experience 48

Customer Experience Engineering Consulting Consulting 48

Connecting the Dots

OCTOBER 9, 2018

Last month, John Goodman presented on Authentic Empowerment: Equipping Your Front-Line to Deliver a Can-Do Customer Experience 3.0 at Customer Service Institute of America. The video recording of the presentation is now available for you, and is especially important for CX managers and front-line staff.

Customer Experience 48

Customer Experience Engineering Consulting Consulting 48

ShepHyken

OCTOBER 19, 2018

Human emotion and intellect will continue to influence the customer experience as long as people remain the purpose behind the numbers. Cameron Halcomb • Customer Experience Consultant, Emarsys • @cam_hassler • LinkedIn.

Customer Service 279

Customer Service Automotive Airlines Chatbots 279

The Petrova Experience

APRIL 3, 2024

We are breaking down inaccurate assumptions about customer experience and diving into how customer experience adds value. And why customer experience consultants are the secret weapon that help agencies meet mandates for quality interactions with passengers, patients, and guests. Not customer experience itself.

Consulting 52

Consulting Consulting Customer Experience Engineering 52

Connecting the Dots

DECEMBER 1, 2021

Decision-making is facilitated when the leadership team is presented with investment opportunities in something specific where payoff can be demonstrated, such as in a new customer onboarding process or modifying the invoice adjustment process. does not add to granular analysis at all. Harper Collins, 2015. [3]

B2C 62

B2C Advertising B2B Metrics 62

Connecting the Dots

APRIL 9, 2017

In Examining The Myths and Costs of Agent Disengagement, a three-part series, John Goodman, author of Customer Experience 3.0 The post Article: Examining the myths and costs of agent disengagement (Part 1 and 2) appeared first on Customer Care Measurement & Consulting (CCMC).

Consulting 48

Consulting Consulting Contact Center Customer Care 48

Connecting the Dots

MAY 4, 2017

In Examining The Myths and Costs of Agent Disengagement, a three-part series, John Goodman, author of Customer Experience 3.0 Part three examines strategies for getting CFO support for boosting agent and employee engagement as a means for return on investments in customer experience.

Employee engagement 48

Employee engagement Consulting Consulting Customer Care 48

Interactions

SEPTEMBER 8, 2023

Getting stuck in a loop or being misunderstood by an automated customer care system brings out the worst in humanity. Thankfully, customer service tools have advanced in recent years, and AI is accelerating the change. The collaboration we have is consultative.

Customer Service 62

Customer Service Self service Contact Center Banking 62

Fonolo

NOVEMBER 28, 2018

TADSummit Presentation. I gave a presentation two weeks ago at TADSummit looking at how customer service tech (and call center tech in particular) is being built more and more on the same set of platforms. The presentation pulls together ideas from these posts: The Twilio / Amazon ‘Stack’ Will Dominate the Next Call Center Era.

APIs 67

APIs Call Center Engineering Contact Center 67

Beyond Philosophy

SEPTEMBER 11, 2014

In 2003, Benjamin Black, website engineering manager and his boss, Chris Pinkham, vice president of IT infrastructure, presented a paper outlining the project. One of the ones I didn’t list was that they don’t have a good awareness of what their current customer experience is and worse yet, many of them don’t care.

Banking 150

Banking Employee engagement Customer centricity Surveys 150

Interactions

MARCH 28, 2019

In the sessions that I attended, these key themes stood out as defining trends in the customer engagement market. Ovum, the leading research and consulting firm, predicts that over the next 5 years 25-35% of contact center interactions could be fully automated and handled without the involvement of a live agent.

Self service 63

Self service Contact Center Multichannel Customer Care 63

HGS

MAY 22, 2018

Unlike retail and other industries, the healthcare industry presents a complex lifecycle of stakeholders with financial impacts. BPOs with a consultative approach will provide healthcare organizations the abilities to manage the expectations of all of the influencers relevant to the business, from voice to back-office operations.

Healthcare 100

Healthcare B2C Government Analytics 100

Toister Performance Solutions

OCTOBER 26, 2017

Author, speaker, consultant, Brad Cleveland Company, LLC. Chief Customer Office, SalesLoft. Twitter: @greg_p_collins Highlight an Agent for great service at your next team meeting, presenting them a funny trophy for their desk (think old bowling trophy from Goodwill). Customer Care Manager and Vendor Oversight, UCare.

Schedule adherence 56

Schedule adherence Chief Customer Officer Coaching Contact Center 56

ChurnZero

NOVEMBER 4, 2022

If leadership wants to make more informed decisions, give the CS team a say in every matter that affects the customer. Become an evangelist for what the customer cares about. “If If your CFO denies your budget requests, be ready to present them with a tradeoff. “If

SaaS 98

SaaS Customer centricity Finance Best practices 98

Taylor Reach Group

JUNE 6, 2017

Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. This discussion examines chat in the Contact Center, highlights the many advantages of Live Chat, presents some caveats and looks to the future of this technology in the Call Center and Contact Center. Memphis. .

Contact Center 55

Contact Center Consulting Consulting Healthcare 55

Taylor Reach Group

JUNE 20, 2017

Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. This discussion examines chat in the Contact Center, highlights the many advantages of Live Chat, presents some caveats and looks to the future of this technology in the Call Center and Contact Center. Memphis. .

Contact Center 62

Contact Center Consulting Consulting Healthcare 62

Connecting the Dots

SEPTEMBER 24, 2019

Every study is different – with unique questions and distinct customer experience strategy requirements – though time pressures to meet and exceed reporting deadlines are ever-present. For this customer experience research, segmented results matter more than the data presented in aggregate.

Analytics 62

Analytics Coaching Customer Experience Consulting 62

Connecting the Dots

SEPTEMBER 24, 2019

Every study is different – with unique questions and distinct customer experience strategy requirements – though time pressures to meet and exceed reporting deadlines are ever-present. For this customer experience research, segmented results matter more than the data presented in aggregate.

Analytics 48

Analytics Coaching Customer Experience Consulting 48

NobelBiz

MARCH 21, 2023

Analyze customer comments. Consult with your call center agents and supervisors. Determine why customers are calling back To enhance the rate of first-call resolution, the first step is to discourage customers from calling back. Customers nowadays are digital-first, and that is non-negotiable.

First call resolution 52

First call resolution Call Center Contact Center Abandon rate 52

Mindtouch

APRIL 17, 2017

Director: Customer Success Operations, @netmow, LinkedIn. Anne Janzer , Cuesta Park Consulting, Author, Writer, Writing Coach, @AnneJanzer, LinkedIn. Anne Palmerine , UPMC Health Plan, Associate VP Customer Engagement & Enrollment Services, @UPMCHealthPlan, LinkedIn. Andy Mowat , Box, Sr.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91