Tue.Jan 21, 2020

Customer Patience Is Finite (Why I Dumped My Favorite Restaurant)

Customers That Stick

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.

Innovation: What’s the Right Amount for Your Contact Center?

Contact Center Pipeline

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.

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Improve customer service without breaking the bank

TELUS International

CX Best Practices

Visually Enhancing Agent Experience Creates Better CX


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.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Amazing Business Radio: Jim Gilmore


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.

More Trending

Understanding the Customer Success Team Structure


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.

Lesson from The Overlook: Invest in Your Product

Toister Performance Solutions

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.

Powering the modern listening enterprise with Qualtrics and Tethr


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?

There’s No Such Thing as a Perfect Journey Map


Rather than treating your customer journey map like a static resource or a museum piece, treat it as an active, living example of what your team is doing. It feels like, in the past year, customer journey mapping has become the hottest thing since sliced bread. It’s everywhere.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Tethr in a nutshell


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.

Intelligence at Work: Zebra Medical Vision AI1 (All-in-One) solution transforms patient care with the power of AI


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.

Enabling CX leaders to listen to their customers


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.

How to Use Artificial Intelligence in Your CX Program


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. Articles

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

4 Things to Consider When Mapping Your Digital Customer Journey


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.

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How to Use Artificial Intelligence in Your CX Program


Artificial intelligence (AI) is improving all the time and slowly making its way into our offices, activities, and homes.

Understanding + Optimizing Your Customer Experience


More than ever, business leaders are focusing on how to optimize the customer experience they’re delivering. Gartner studies indicate that 89% of companies plan to compete primarily on customer experience.

Take a 20 Percent Discount in 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.

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Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Snow Days Don’t Always Mean a Drop in Productivity


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?

Every Day May Not be Good, but There is Something Good in Every Day


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.

Blue Ocean Named as Finalist in 2020 Stevie® Awards for Customer Service Success


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.

How did you perform during your recent customer experience ‘stress test’?

NICE inContact

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.

How a Community of Practice Can Support Your Customers

Speaker: Georgina Cannie, Online Community Lead, Pragmatic Institute

Join Vanilla Forums on Thursday, July 9th 2020 at 12 PM ET for a webinar led by Georgina Cannie, Head of the Pragmatic Alumni Community for Pragmatic Institute, as she explores how Online Customer Support Communities can incorporate CoP programs.

The contact center monthly performance review by Robert C. Davis and Associates: Preparing for optimum results

Robert Davis

By Bob Davis , Founder and CEO, Robert C. Davis and Associates. The key to success for any meeting is preparation. Delivering contact center monthly performance reviews (MPRs) should take 30 minutes. Beforehand, leaders should expect to take 30 minutes to prepare.

New Research Digs Into Industries And Consumer Feedback Patterns

Customer Experience Matters

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.

The More You Know: The Three Types of Workforce Management Solutions


The three types of workforce management solutions (WFM) include Hosted or Cloud Based, Premise-Based and Mobile. At Pipkins, we offer all three types so we can better fit your organization’s specific needs. Hosted (or Cloud-Based) Solutions.

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Customer Segments or Customer Need States? The Answer Is. Both by Joseph Michelli

Chip Bell

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.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

PCI DSS compliance – can you see the hidden threats


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.

Project Voice - First Take

Jon Arnold

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.

Modernizing your Contact Center for the Future


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.