Customers That Stick

JANUARY 21, 2020

Last year, on January 3rd, I went to my favorite lunchtime restaurant. I remember the date, because it was my first restaurant meal of the new year; it was also the last time I ate at that restaurant. I never went back in 2019, and in that lost business is a customer service lesson for all organizations. A Cold Sandwich and a Cold Shoulder. I’d had a succession of bad meals and bad service the year before, many of them concentrated in the last few months of the year.

Customer Service 78

Customer Service Management 78

Contact Center Pipeline

JANUARY 21, 2020

Innovation is a requirement in most organizations. Without innovation, businesses will likely struggle to stay relevant and even survive. Most of us have a mandate (implied or explicit) to be innovative. To deliver on that mandate, you need to understand your organization and how it treats innovation. This is particularly true in a dynamic contact […].

Contact Center 195

Contact Center Call Center Customer Experience Management 195

TELUS International

JANUARY 21, 2020

Banking 130

Banking Customer Service Best practices 130

TechSee

JANUARY 21, 2020

With days jam-packed with frustrated customers, confined to a cubicle and often on a low pay scale, it is inevitable that poor agent experience leads to reduced motivation and even burnout. In fact, the latest research shows that small-sized call centers (less than 50 seats) have an annual turnover rate of 17%, medium-sized contact centers witness a 37% attrition rate and large-sized operations lose 44% of their reps per year.

Contact Center 124

Contact Center Call Center Best practices Technology 124

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

ShepHyken

JANUARY 21, 2020

Excellent Service in an Experience Economy. How to Create an Experience That Wins Customers. Shep Hyken interviews Jim Gilmore. They discuss the new edition of The Experience Economy: Competing for Customer Time, Attention, and Money , which Jim co-authored with Joseph Pine. Top Takeaways: The economy has evolved over time from an agrarian economy to an industrial economy, then to a service economy and finally to an experience economy, where the experience a customer has is the most valuable com

Personalization 344

Personalization Marketing Customer Service Customer Experience 344

VirtualPBX

JANUARY 21, 2020

We’re starting off the new year with a big 20 percent discount on our new VirtualPBX Per Minute Plans. Now through 11:59pm Pacific on Friday, February 28 , you can take 20 percent off your purchase of a new plan. Businesses of all sizes can take advantage of this sale. Your small business can get established with a professional phone system; your larger outfit can upgrade to features like advanced call routing through ACD Queues and external storage for Call Recording.

Sales 98

Sales 98

Spearline

JANUARY 21, 2020

Contact centers are a fundamental aspect of modern business and have evolved to become the 'first line of defense' when it comes to customer complaints and enquiries. Ensuring that your contact center is prepared for the future of communication is imperative to remaining successful in today’s world, where consumers expect their problems to be dealt with promptly and efficiently in the first contact.

Contact Center 91

Contact Center Technology Analytics Call Center 91

GetFeedback

JANUARY 21, 2020

Artificial intelligence (AI) is improving all the time and slowly making its way into our offices, activities, and homes. The idea of AI holds a lot of promises such as savings in cost and time for businesses as well as supporting skilled professionals by effectively executing the mundane routine tasks. Artificial Intelligence has already been making an impression on the business industry with data collection for marketing and changing how people interreact with IT.

Chatbots 78

Chatbots Entertainment Marketing Self service 78

Totango

JANUARY 21, 2020

The success of an enterprise depends more than ever on the Customer Success (CS) team. A CS team’s primary purpose is to build, maintain, and optimize lasting customer relationships by helping them fulfill and even exceed their own business goals. The stronger that connection is, the more likely your customers will be to not only remain customers, but also recommend your company to others.

Chief Customer Officer 84

Chief Customer Officer Enterprise Management Customer retention 84

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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

Surveys

Pipkins

JANUARY 21, 2020

The weather is like the government, always in the wrong. Jerome K. Jerome. Today they are predicting a wintery mix of snow and ice between the hours of 2:00pm and 5:00pm. The temperature will rise to upper 30s by 6:00pm. Typical St. Louis weather. So, what’s a company to do? Right down the hall from our office is a company booming with employees, while the next two offices down the hall are closed.

Morale 89

Morale Government Management 89

Tethr

JANUARY 21, 2020

You already know that voice is a goldmine of insights. But how can you extract these insights so you can enhance customer experience, identify customer churn risk, improve CSAT and optimize sales effectiveness? Combining insights from customer conversations out of Tethr with other customer experience insights from our partner Qualtrics presents a powerful solution for CX leaders.

Enterprise 81

Enterprise Sales Customer Experience 81

SharpenCX

JANUARY 21, 2020

A couple of years ago, Tommy Reese, Deloitte’s Contact Center Strategy Manager said , “If you treat the client like gold, then they’ll continue to buy from you and other sales will follow.”. And, while that doesn’t necessarily shed any new light onto our customer experience outlooks, isn’t it what all of our strategies are trying to do? When you treat your customers like a valuable piece of your corporate puzzle they’re going to be more loyal.

Metrics 76

Metrics Contact Center Abandon rate Coaching 76

GetFeedback

JANUARY 21, 2020

Artificial Intelligence (AI) can be a powerful tool for delivering great customer experience (CX). Here are 4 ways you should apply AI in your CX program.

Customer Experience 78

Customer Experience 78

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.

Customer Experience

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. The digital customer journey describes how your customers move across digital touchpoints as they progress from prospect to customer to advocate. Examining your digital customer journey is critical to improving your customer experience by ensuring that every touchpoint is monitored and optimized.

B2C 83

B2C B2B Benchmark Best practices 83

Toister Performance Solutions

JANUARY 21, 2020

Note: Lessons from The Overlook is a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. Does your product look tired, shabby, or out-of-date? That was a challenge my wife, Sally, and I faced at The Overlook.

Advertising 77

Advertising Feedback Customer Experience Management 77

Tethr

JANUARY 21, 2020

Those of us who are working in customer experience are on a journey to understand what’s creating the gap between our customers’ expectations of their experience with our brands and their actual experience. Working to close this gap is precisely why Tethr exists. Tethr is helping CX leaders improve their overall customer experience every day by highlighting how to use the voice of the customer to unlock a goldmine of insights.

Customer Experience 71

Customer Experience Management 71

Nuance

JANUARY 21, 2020

Eyal Gura, Co-founder, CEO, and Chairman, shares his insights about how Zebra Medical Vision’s AI1 bundle solution automates detection and analysis of findings, making AI accessible to radiologists by integrating it into their native workflow. Zebra Medical Vision transforms vast amounts of medical imaging data into actionable insights, allowing doctors to better detect diseases, tumors, […] The post Intelligence at Work: Zebra Medical Vision AI1 (All-in-One) solution transforms patient ca

Healthcare 70

Healthcare 70

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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.

Self service

Tethr

JANUARY 21, 2020

What if we told you that you could gather all you need to know about your customers’ experiences without relying on any post-call surveys? . No, really. What if you are already sitting on top of a treasure trove of insight that could reveal everything you need to know about the customer experience if you only had the key? . Tethr enables CX leaders to accelerate customer listening and helps them understand what is driving the outcomes they care about the most.

Surveys 69

Surveys Customer Experience 69

Alorica

JANUARY 21, 2020

Nestled between Central and South America, Panama is famous for its engineering phenomenon, the Panama Canal; it’s the only place in the world where you can see the sun rise on the Pacific and set on the Atlantic; and is home to three Alorica locations – Panama West, Juan Diaz 1 and Juan Diaz 2. So why the geography history? Well our next Aloricans in Action is from here!

Engineering 62

Engineering 62

Etech

JANUARY 21, 2020

Artificial intelligence is rapidly revolutionizing the world of business. Almost every process is now automated in one company or another. When it comes to contact centers, managers may even use AI for quality monitoring to provide call center quality assurance. This is just one of the many ways that businesses can ensure a consistently good customer experience.

Contact Center 62

Contact Center Chatbots Wait times Call Center 62

BlueOcean

JANUARY 21, 2020

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Customer Service Success – Technology Industries” category in the 14 th annual Stevie® Awards for Sales & Customer Service. The Gold, Silver, and Bronze Stevie placements from among the Finalists will be revealed during a gala banquet on Friday, February 28 at Caesars Palace in Las Vegas, Nevada.

Customer Service 62

Customer Service Technical Support Customer Care Education 62

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!

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Etech

JANUARY 21, 2020

Artificial intelligence is rapidly revolutionizing the world of business. Almost every process is now automated in one company or another. When it comes to contact centers, managers may even use AI for quality monitoring to provide call center quality assurance. This is just one of the many ways that businesses can ensure a consistently good customer experience.

Contact Center 62

Contact Center Chatbots Wait times Call Center 62

NICE inContact

JANUARY 21, 2020

Most, if not all businesses are wrapping up an informal ‘stress test’ on their customer service operations that could have a big impact on their business for the coming year and beyond. The holiday rush not only drives big business for retail, distribution and travel/hospitality – but also a surge in customer service opportunities.

Customer Experience 62

Customer Experience Customer Service 62

Customer Experience Matters

JANUARY 21, 2020

The XM Institute is kicking off the year with a research bang. In a previous post, I mentioned two reports from late last year that show the business value of CX, The ROI of CX and What Consumers Do After a Bad Experience. Since then, we’ve actually published a number of new research reports with an emphasis on industry-specific data. These reports are based on a survey of 10,000 U.S. consumers and examine almost 300 companies over 20 industries.

Feedback 67

Feedback Airlines Banking Surveys 67

Cisco - Contact Center

JANUARY 21, 2020

Artificial Intelligence and Translational Services. The world is flattening; thus, with the business becoming increasingly global, the existing language barriers demand new solutions across vertical markets, especially when dealing with a company to a consumer. Europe, with its 24 official different languages, is certainly posing some extra challenges to those companies delivering services across countries part of the union, and that’s nothing considering that there are more than 200 langu

Contact Center 63

Contact Center contact center solutions Cloud contact Call Center 63

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

Journey mapping

Chip Bell

JANUARY 21, 2020

It’s been said, it’s not “what you know, but who you know.” I take that wisdom a bit further to say, it’s not what you know or who you know, but what you know about who you know. This is particularly true when it comes to what you know about the customers that you want to know you. Understanding the wants, needs, and desires of your core customer segments is a core competency of a world-class customer experience business.

Morale 67

Morale Consulting Consulting Engineering 67

Jon Arnold

JANUARY 21, 2020

Last week, I attended the Project Voice event down in Chattanooga, Tennessee, and both were first-time experiences for me. Bradley Metrock is the driving force behind all this, and we recently became fast friends, not just because of my focus on voice, but also both being life-long piano players. If you know me well, you’ll know where this is going, and I’ll get to that.

Enterprise 59

Enterprise 59

Eckoh

JANUARY 21, 2020

Titanic differences in de-scoping vendors. It’s relatively easy to spot an iceberg floating in the ocean. But it’s impossible to know just how massive it is without diving deep into the water. Similar hidden dangers exist in the PCI DSS compliance market. There may be providers or compliance solutions that offer to secure your payments and give you broad promises about de-scoping, but their solutions only tackle surface-level threats and often rely on compensating controls.

Contact Center 59

Contact Center Marketing 59