Beyond Philosophy

DECEMBER 19, 2017

Every time I go back to the UK I feel like I took a step back in time. The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. Ten-thousand respondents ranked brands’ Customer Experience based on six categories.

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

Contact Center Pipeline

DECEMBER 19, 2017

Happy Holidays! I am taking some idiom liberties in this last month of 2017. “Joy to the World” isn’t exactly an idiom, but it will do to frame my year-end message of JOY and extend my wishes for the contact center world. For the holiday and beyond, I have 10 wishes for contact center professionals […].

Contact Center 199

Contact Center Call Center 199

ShepHyken

DECEMBER 19, 2017

Meeting Your Customers Where They Are, Will Cause Them to Stay Where You Are . Shep Hyken Interviews Jim Steinberg, Senior Vice President of LoyaltyPlant . How would you like a perfect way to reach your customers and keep their attention?  <span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” class=”mce_SELRES_start”></span> Personalizing the customer experi

Enterprise 185

Enterprise Personalization Marketing Customer Experience 185

Myra Golden Media

DECEMBER 19, 2017

I’ll never forget the day I saw a fight, literally a fist-fight, between a customer and an employee. It was at Kmart. I was 16, and I worked at Kmart on Admiral in Tulsa. My 17-year old co-worker and good friend, Beverly, said to a customer who wanted to return some worn out clothing, “We’re not taking that junk back!”. “Excuse me?” the customers said.

Personalization 136

Personalization Customer Service Coaching Customer Experience 136

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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.

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Customers are smarter than before, and most of them already know your products and services intimately, based on online research or referrals, before making a purchase.

Customer Experience 115

Customer Experience Morale Journey mapping Customer centricity 115

Teresa Allen

DECEMBER 19, 2017

​At the conclusion of any year it is wise to look back a successes and failures but also to move forward with a specific strategy for improvement and growth. The five steps below are critical for review of 2017 and planning for future success in 2018: 1. Study and prepare for your customer journey Identify customer types and map their journey from purchase research through product delivery and customer service follow ups.

Customer Service 94

Customer Service Customer effort Call Center Self service 94

Aspect

DECEMBER 19, 2017

We can all agree that mobile technology and consumer channels have made a strong footprint in healthcare. With the advent of patient portals through mobile or disposable apps, patients can easily check physician visit summaries and test results, view prescriptions and access personal data within a few clicks and swipes. Some providers enable patients to email physicians directly from the portal or even fill out forms.

Healthcare 88

Healthcare Self service CRM Technology 88

Customer Experience Matters

DECEMBER 19, 2017

Every year, Temkin Group identifies a theme that we believe deserves the attention of the entire CX community. We focused on Elevate Purpose in 2017, Intensify Emotion in 2016, Engage Employees in 2015, and Amplify Empathy in 2014. We’ve decided to label 2018 as “The Year of Humanity.” With all of the discord and tension throughout the world, it seems like a good time for all of us to refocus on what’s most important, our collective humanity.

Customer Experience 89

Customer Experience 89

Teresa Allen

DECEMBER 19, 2017

​At the conclusion of any year it is wise to look back a successes and failures but also to move forward with a specific strategy for improvement and growth. The five steps below are critical for review of 2017 and planning for future success in 2018: 1. Study and prepare for your customer journey Identify customer types and map their journey from purchase research through product delivery and customer service follow ups.

Customer Service 81

Customer Service Customer effort Call Center Self service 81

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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

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Toister Performance Solutions

DECEMBER 19, 2017

Many customer service employees view the holidays with dread. It is supposed to be a joyous, festive time. The reality for many of us is our already busy days are filled with holiday activities such as baking, writing holiday cards, getting our Christmas shopping done, and attending a multitude of holiday parties. Some customer service employees experience all that coupled with their absolute busiest time of year.

Customer Service 75

Customer Service Agent burnout Contact Center 75

REVE Systems

DECEMBER 19, 2017

According to a recent study by mobileinsurance.com, an average person spends 90 mins of the day on their phone. Business productivity now a day depends heavily on effective mobile communication. Fast mobile messaging has become extremely important for productivity. Almost 70-80% of internal communication within an enterprise will be conducted though messaging apps on mobile device in the years to come.

Enterprise 73

Enterprise B2C Chatbots B2B 73

Teresa Allen

DECEMBER 19, 2017

​At the conclusion of any year it is wise to look back a successes and failures but also to move forward with a specific strategy for improvement and growth. The five steps below are critical for review of 2017 and planning for future success in 2018: 1. Study and prepare for your customer journey Identify customer types and map their journey from purchase research through product delivery and customer service follow ups.

Customer Service 62

Customer Service Customer effort Call Center Self service 62

Taylor Reach Group

DECEMBER 19, 2017

By: Peg Ayers and Turaj Seyrafiaan. Definition of Abandon Rate: The percentage of calls ended by the caller before being answered by an agent. Calculation: Abandoned Calls/ (Abandoned Calls + Answered Calls) X 100. Example: 90 calls are answered; 10 calls are abandon before they’re answered. Abandon rate is 10/ (10+90) which is 10%. Alternate Calculation: Abandoned Calls waiting for more than x seconds/ (Abandoned Calls waiting more than x seconds + Answered Calls) X 100.

Abandon rate 64

Abandon rate Interactive Voice Response Abandon Call Customer Experience 64

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

Nexmo

DECEMBER 19, 2017

This is the second article in a series of “Getting Started with Nexmo Voice APIs and Ruby on Rails” tutorials. It continues the “Getting Started with Nexmo SMS and Ruby on Rails” series. In our previous tutorial I showed you how to make a text-to-speech call using the Nexmo API and the Nexmo Ruby gem […]. The post How to Receive Voice Call Events for a Call In Progress with Ruby on Rails appeared first on Nexmo.

APIs 59

APIs 59

Provide Support

DECEMBER 19, 2017

The Impact of Customer Service on Purchase Decisions. Zendesk survey revealed that 62% of B2B and 42% of B2C customers purchased more after a good customer service experience while 66% of B2B and 52% of B2C customers stopped buying after a bad customer service interaction. If you want people to buy your staff or use your service you need to understand how they make purchase decisions and what kind of factors have an impact on them.

B2C 63

B2C Customer Service B2B Surveys 63

Mindtouch

DECEMBER 19, 2017

There are many activities that a conference attendee must consider (see video below). What sessions are you going to attend, what products are being released, how many networking events are you going to try to make it to? But most importantly, how do you know which companies deserve your attention and are important enough to engage with while you are at Dreamforce 2018?

Marketing 54

Marketing 54

Bright Pattern

DECEMBER 19, 2017

A growing number of businesses are looking at turning Zendesk into a complete contact center solution, not just a support and ticketing system. Indeed, many companies choose Zendesk not just for its ease of use but to better serve customers. In today’s world, that entails making it easy for your customers to communicate with you using the channel of their choice and adding contact center capabilities.

Contact Center 58

Contact Center contact center solutions 58

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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

PanTerra

DECEMBER 19, 2017

PanTerra’s Streams has been awarded the 2017 Frost and Sullivan Cloud Communications and Collaboration New Product Innovation Award. The award and accompanying report outlines the importance of a unified communications and collaboration experience for organizations and the complexities facing decision makers when moving to the cloud.

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NICE inContact

DECEMBER 19, 2017

NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all! I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. Happy reading! New Omnichannel Customer Experience Research – How Well Are You Doing? From Cloudy to Clear: Choosing the Right Cloud Strategy for Your Contact Center.

SaaS 48

SaaS Contact Center Call Center Customer Experience 48

Momentum Telecom

DECEMBER 19, 2017

Still looking for the perfect gift? We’ve got you covered! 1. BB-9E. For any of the Star Wars fans in your office, you should strongly consider this “toy” the First Order’s new menace from Star Wars: The Last Jedi, BB-9E. This Sphero app-enabled droid is controlled with your smart device and rolls just like on the big screen. This helps you explore holographic environments like the First Order’s Supremacy Mega Star Destroyer and really immerse yourself in the Star Wars galaxy.

Entertainment 40

Entertainment Analytics Enterprise Technology 40

CSM Magazine

DECEMBER 19, 2017

For Christmas, Burger King France decided to surprise their biggest Facebook fan by offering him the biggest gift ever. Sullyvan K. is a Burger King Bordeaux Mérignac customer. He’s aso the person that posted the most comments on Burger King France’s Facebook page; 637 and counting. To thank him, Burger King decided to offer him the biggest gift ever: His “own” Burger King.

Personalization 40

Personalization Customer Service 40

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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Pipkins

DECEMBER 19, 2017

As you probably know, Santa’s call centers have been using Pipkins for their scheduling and forecasting for some time now. Santa’s Toy Factory has recently purchased Pipkins’ monitoring and mentoring solution to make sure the elves are fully trained and to detect the ones skipping out early to play with the reindeer. According to Santa, “Making toys requires expert training since we must comply with safety regulations – and who wants to give a good little boy a train that cannot run?

Technology 40

Technology Call Center 40

Quadient

DECEMBER 19, 2017

I remember opening my first bank account when I was young. The bank branch manager was a neighbor that my family knew well, and we went to the bank branch to open the account. I received a shiny new passbook for my account - which I would use to log every entry in and out of my account. Over time, I got to know the tellers I would visit, and I can still recite the numbers on that account, as I wrote them clearly on the back of every pay check that I deposited into that account.

Banking 40

Banking Accountability Management 40

LiveChat

DECEMBER 19, 2017

It’s safe to say the goal of every marketer is this: connect with your customers in a way that promotes customer loyalty and increases sales. In the digital marketing realm, there are several ways to reach out to customers, but studies continue to show that email marketing is the most effective digital marketing method , and it has the highest ROI. So, that makes it simple, right?

Personalization 35

Personalization Marketing Sales Accountability 35

Verint

DECEMBER 19, 2017

Serving customers with excellence is imperative in today’s highly competitive, fast-moving world. We all know that—every advantage is important. Recently, I was a panelist on a session at the Incite Customer Service Summit in New York City called “Proactive Social Care: Engage Your Online Community.” Attendees learned how to proactively engage their communities to solve their issues before they become complaints, as well as raise awareness of social care channels and facilitate self-service, fac

Customer Support 37

Customer Support Self service Customer Care Customer Service 37

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

Peter Lavers

DECEMBER 19, 2017

Guest blogger Paul Laughlin considers how, despite the amount of media coverage for Deep Learning and other more advanced techniques, most Data Science teams are still struggling with basic data problems. We refer to this as “data wrangling” Even well established analytics teams can still lack the Single Customer View, or easily accessible Data Lake or analytical playpen, they need for their work.

Analytics 100

Analytics Surveys Coaching Technology 100

Call Center Weekly

DECEMBER 19, 2017

By Melissa Pollock Cloud-based contact center platforms, big data analytics, omni-channel operations, and artificial intelligence applications have all contributed to a prodigious evolution in how we engage and manage customer journeys. These advances also helped drive customers' expectations for more responsive, informed, and accessible services, and service representatives.

Technology 136

Technology Entertainment Customer Experience Coaching 136