ShepHyken
OCTOBER 3, 2017
Doug Bell Discusses Improving the Customer Experience. Would you like every employee to know how they fit into your company’s customer experience? Shep Hyken interviews Doug Bell, founder of The Experience Manager , a system that helps manage and unify the entire customer experience. Featured Interview: Shep and Doug discuss the importance of unifying the customer experience throughout an entire company.
Contact Center Pipeline
OCTOBER 3, 2017
I hope your plans are in place and you are starting your celebrations for this week’s recognition of National Customer Service Week. The first week of October is always important for our centers as we show our appreciation and support for the people who have the opportunity to make a difference. What an appropriate theme […].
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HGS
OCTOBER 3, 2017
How Contact Centers Impact Patient Experience. By Donna Martin, HGS Senior Vice President, Business Development, Global Healthcare. Hospitals and health systems are competing ever more fiercely to gain and retain patients’ business—and first impressions are critical. That’s why a modernized patient contact center is critical both for differentiating your organization from the competition and for preventing revenue leakage.
Nexmo
OCTOBER 3, 2017
We think our WebSocket feature is pretty awesome; it gives you a real-time stream of the audio from your phone call (and allows you to stream audio back) all within your web framework. Having access to this real-time stream opens up a vast world of possibilities to do interesting things with the content of the […]. The post Real-time Call Transcription Using IBM Watson and Python appeared first on Nexmo.
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Andrew Mcfarland
OCTOBER 3, 2017
In this post, I want to explore how blockchain technology might change the way companies deliver products, services, and the customer experience. If you are unfamiliar with blockchain technology, Marco Iansiti and Karim R. Lakhani wrote an HBR article that.
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CustomerGauge
OCTOBER 3, 2017
In the spirit of Customer Experience Day (CX Day) taking place this week, CustomerGauge’s Product Team is excited to share our latest product updates, all tailored to improve the CX of our users. Here is a recap of our September product feature releases. Manage Your Direct Replies Effortlessly! Ever wondered what happens when your customer hits […].
Amity
OCTOBER 3, 2017
I wrote an article a few weeks ago about how to approach a Tech-Touch or One-to-Many customer success program. Since then, a number of people have asked about how to tackle various touch-points. It seems like most companies are pretty reliant on email, but customers are getting tired of full inboxes (I don’t blame them!) Here are some alternatives to email for your One-to-Many customer success program.
NICE inContact
OCTOBER 3, 2017
There are lots of quotes about making mistakes, undoubtedly because we all mess up sometimes. Personally, my favorite of these quotes is “It’s not how we make mistakes, it’s how we correct them that defines us,” and this couldn’t be truer when it comes to customer service. Organizations put a lot of emphasis on avoiding mistakes, focusing intently on quality assurance programs and processes with an aim for perfection.
Amity
OCTOBER 3, 2017
I wrote an article a few weeks ago about how to approach a Tech-Touch or One-to-Many customer success program. Since then, a number of people have asked about how to tackle various touch-points. It seems like most companies are pretty reliant on email, but customers are getting tired of full inboxes (I don’t blame them!) Here are some alternatives to email for your One-to-Many customer success program.
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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
Transperfect Connect
OCTOBER 3, 2017
In part one of this two-part blog series, we discussed why it’s important to partner with a language services provider to enhance the multilingual capabilities of your contact center. In this second installment, we provide some helpful tips for selecting the ideal language services provider. Communicating with your customers or clients can be challenging: read more.
Amity
OCTOBER 3, 2017
There is a side to Customer Success that we often don’t speak about. Operations. For anyone who knows me , it will be no surprise when I say I love operationalizing things. I have the kind of brain that thinks about how to operationalize the art of operations (yes, I said art). For those who think like me naturally, you already know that what is a blessing, can also be a curse and with all good things you must have balance.
BetterXperience
OCTOBER 3, 2017
I have said it before, most customer surveys are a waste of time. I had a bad experience at Best Buy, so I decided to share some free feedback with their CEO – didn’t ask for anything, just wanted to share my suggestions as a customer. My email got forwarded to someone, who proceeded to offer me a gift card to Best Buy – I was offended, and hurt that they think I am so easily bought.
Amity
OCTOBER 3, 2017
There is a side to Customer Success that we often don’t speak about. Operations. For anyone who knows me , it will be no surprise when I say I love operationalizing things. I have the kind of brain that thinks about how to operationalize the art of operations (yes, I said art). For those who think like me naturally, you already know that what is a blessing, can also be a curse and with all good things you must have balance.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Fonolo
OCTOBER 3, 2017
Credit unions must be competitive in order to stand out from those big mean banks; they must establish a truly unique offering to attract new membership. One way to successfully accomplish this is through the member experience. Since credit unions tend to serve local communities, it’s important for each member to feel appreciated by their financial institution.
Taylor Reach Group
OCTOBER 3, 2017
By: Turaj Seyrafiaan. We all have heard that Customer Satisfaction is important and of high value to the business. But what does that mean? What is the true value of customer satisfaction? A 2017 study indicated that poor customer service is costing US businesses $62 billion annually. That’s up $20 billion since 2013! This shocking, even frightening statistic comes to us from our friends at NewVoiceMedia.
NICE inContact
OCTOBER 3, 2017
There are lots of quotes about making mistakes, undoubtedly because we all mess up sometimes. Personally, my favorite of these quotes is “It’s not how we make mistakes, it’s how we correct them that defines us,” and this couldn’t be truer when it comes to customer service. Organizations put a lot of emphasis on avoiding mistakes, focusing intently on quality assurance programs and processes with an aim for perfection.
The Mindful Call Center
OCTOBER 3, 2017
I was recently chatting about ESat and employee engagement with a Sales Director for a Fortune 500 insurance company. Among her responsibilities, the performance of a 400 rep contact center. After making some suggestions for improving her ESat challenges, she said all of that would be great, but "I cannot get buy in from Senior leadership. They regularly say that a trained monkey could do the reps' job so if they are not happy, get new reps.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Toister Performance Solutions
OCTOBER 3, 2017
Shep Hyken's new book gets to the heart of what make someone exceptional at customer service. The genesis of Be Amazing or Go Home was a conversation Hyken had with one of his own employees. This person had been an outstanding contributor for about a year until something changed. Suddenly, her commitment wavered and she began delivering sub-par results.
SharpenCX
OCTOBER 3, 2017
See the Full Infographic [.]. Read More. The post The Genetic Code of an Effective Agent appeared first on Sharpen Contact Center Software.
FluentStream
OCTOBER 3, 2017
Your hotel has a lot of clients to look after, each one has a different schedule and different needs. You’re busy. The last thing you want to be doing is. Read More. The post Introducing: Wake-Up Call Reminder appeared first on FluentStream.
Clarabridge
OCTOBER 3, 2017
A couple days ago, I was talking with industry analyst, Omer Minkara from Aberdeen. He’s one of the most credible customer experience analysts I’ve talked to in the last 5 years. He told me that the average contact center agent interacts with more than 20 systems on a daily basis. Seriously?! 20! In my role as CMO, I use less than 10, but there are just a few that are central to my job and those systems are completely integrated and in sync in real-time.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
Insite Managed Solutions
OCTOBER 3, 2017
Is it Millennials or Their Stage of Life? We were attending a conference last week and the Millennial Generation was a hot topic. Many executives were discussing how to motivate these individuals as they are often described as being entitled and needing constant praise. They are called the “me” generation and do not conform to the traditional notion of putting in long hours behind a desk.
Talkdesk
OCTOBER 3, 2017
Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. Five Trends That Will Make You Rethink the Contact Center Experience.
Jon Arnold
OCTOBER 3, 2017
Disruption is an understatement to describe the current state of the contact center space, and it goes well beyond Avaya’s Chapter 11 struggles, or the big move by Genesys to acquire Interactive Intelligence. These developments are relatively easy to understand, but as the frame of reference shifts from the “contact center” to “customer care”, other disruptive forces are emerging.
Brad Cleveland Blog
OCTOBER 3, 2017
Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately, I’ve been asked, are these principles less important? Have evolving customer expectations, social communities, new channels and other developments changed the fundamentals?
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
Customer Experience Matters
OCTOBER 3, 2017
As part of our CX Day celebration, which this year is focussed on Elevating Purpose, we’re giving away this free eBook: 25 Tips For Becoming A More Purposeful Leader. One of Temkn Group’s Four CX Core Competencies is Purposeful Leadership. To master this competency, a company must be able to affirmatively answer the question, “Do your leaders operate with a clear, well-articulated set of values?
Brad Cleveland Blog
OCTOBER 3, 2017
Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately, I’ve been asked, are these principles less important? Have evolving customer expectations, social communities, new … Continue reading → The post 12 Principles for Building Profitable Customer Relationships appeared first on Brad Cleveland.
CX Journey
OCTOBER 3, 2017
Image courtesy of Pixabay Have you used storytelling in your customer experience management journey? The art of storytelling is an important one in the customer experience world. Storytelling is a great communication tool and an awesome teaching tool, as I wrote about in my post titled Storytelling is a Trojan Horse for Learning. When you tell stories, people listen, and they don't even realize that they're (supposed to be) learning!
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