Contact Center Pipeline
SEPTEMBER 26, 2017
In the era of “five nines” of reliability, contact center leaders didn’t worry too much about the resiliency of their technology: It was always up. But with all the changes and permutations of technology, reliability can’t be taken for granted. You need to intentionally seek, implement and manage solutions to achieve your goals. Simple availability […].
CX Global Media
SEPTEMBER 26, 2017
I met up with Justin Robbins at the opening Demo Hall Bash at the CCDemo in Las Vegas to find out about the top trends in contact centers today. “What are the top 3 trends in contact center today?” Click to Tweet. While there are several topics that are on the agenda for the event like Workforce Management, Metrics, Voice of the Customer, and Management – I asked Justin to share with me what he is experiencing as the top three trends.
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ShepHyken
SEPTEMBER 26, 2017
Robert Spector Shares The Nordstrom Way to Customer Experience Excellence. How would you like to be the Nordstrom of your industry? Well stay tuned and you’ll learn tips to help you do just that! Shep Hyken interviews Robert Spector, author of The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture. Featured Interview: Shep and Robert discuss the impact Nordstrom’s values and culture have on their customer and employee experience.
Callminer
SEPTEMBER 26, 2017
A Definition of Escalation/Incident Management In short, escalation management involves transferring calls to supervisors, managers, and other agents who have more experience than the agent who initially answers the call. Because customer service is a top priority for organizations, escalation management is an important process to have in place to ensure customers’ calls are addressed […].
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Influitive
SEPTEMBER 26, 2017
Every year, we recognize some of the most engaging marketing campaigns through The Best Advocate Marketing Awards. Also known as The BAMMIES, these awards shine a spotlight on B2B companies who are using the enthusiasm of their customers, partners and fans to fuel business growth. Honors are awarded in 10 key categories that recognize creative excellence, innovation.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Aspect
SEPTEMBER 26, 2017
Chatbot technology has already made an everlasting digital footprint when it comes to customer engagement. With the advancement of technology, including artificial intelligence (AI) and natural language understanding, customers don’t always know if they are talking to a computer or a live agent. While voice will always have its place in B2C engagement , customers frequently prefer to interact with businesses the same way they do in everyday life, through messaging apps, SMS and social media.
Vonage
SEPTEMBER 26, 2017
A government employee questioned whether my service teaching had any value for his department. After all, he reasoned, why bother providing customer service excellence to “captive customers” who have no choice? I’ve got many answers to this loaded question. These three pack a punch: First, captive customers may have no choice about whether or not to work with an internal department or government agency, but they have plenty of choice about the attitude they bring to the interactions.
Fonolo
SEPTEMBER 26, 2017
Many call center platforms today offer some form of call-back functionality. That means if your hold times are long, your callers have the option to get a call at a later time instead of waiting for an agent. These built-in call-back features work by holding the caller’s place in line (“virtual queuing”) so the total wait time is the same. You can think of this as “ASAP” call-backs.
Toister Performance Solutions
SEPTEMBER 26, 2017
For the past two months I've tried to strike the word "but" from my vocabulary. It's not easy. I'm not even sure it's a good idea to go 100 percent but-free. Maybe but-light would be better. My quest stemmed from an interview with Evan Watson where he described how he used improv training to help customer service agents better serve customers. Watson explained one of the main tenants of improvisation is agreement.
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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
Jon Arnold
SEPTEMBER 26, 2017
I write a regular column for No Jitter , and it's long been a rich resource for the collaboration space. My followers will know that messaging has been a current focus of my research, and Apple's Business Chat has been on my radar for a bit. I'll be writing and speaking about this topic elsewhere over the next few weeks, and hopefully this post will pique your interest enough to keep tabs on me during this time, and beyond.
Brad Cleveland Blog
SEPTEMBER 26, 2017
A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill their potential, customer contact centers need commitment and involvement from the top.
ijgolding
SEPTEMBER 26, 2017
Last week, on more than one occasion, most of us would have heard someone saying, writing or shouting, words to the effect of ,”I just need Ryanair to get me to xxx!” Getting passengers to their chosen destination is the most basic of basic needs an airline is expected fulfil. In yet another PR disaster for the airline industry , Ryanair’s management failings have led to thousands of passengers NOT having their basic needs met.
Brad Cleveland Blog
SEPTEMBER 26, 2017
A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill their potential, customer contact centers need commitment and involvement from the top. And a prerequisite … Continue reading → The post 10 Things Senior Leaders Should Know About Contact Centers appeared first on Brad Cleveland.
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.
Verint
SEPTEMBER 26, 2017
Website design is something many companies wrestle with—if you ask ten people, you’ll get ten opinions. However, when you make it easy for your customers to offer their insights, you get the feedback you need the most. OpinionLab’s Tim Whiting shares some thoughts based on his experiences in this arena. Direct feedback from your digital consumers can be gleaned through a variety of channels.
Brad Cleveland Blog
SEPTEMBER 26, 2017
A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill their potential, customer contact centers need commitment and involvement from the top.
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