ShepHyken
AUGUST 2, 2017
There is an old joke in the dental world that a patient asked his dentist, “Which teeth should I floss?” The dentist answered, “Only the ones you want to keep.” Customer Service is the same. All customers are good customers. Okay, maybe not all. Every business has customers – or should I call them former customers – that companies choose not to do business with.
Beyond Philosophy
AUGUST 2, 2017
If your employees are satisfied with their jobs, you might be in trouble. I realize that sounds wrong. It seems as if employee satisfaction would be one key performance indicators for your organization. But in today’s competitive job market and customer experience landscape, employee satisfaction just isn’t enough. What you need to hold on to your team and have them deliver on the brand promise you made to your customers are engaged employees.
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ShepHyken
AUGUST 2, 2017
There is an old joke in the dental world that a patient asked his dentist, “Which teeth should I floss?” The dentist answered, “Only the ones you want to keep.” Customer Service is the same. All customers are good customers. Okay, maybe not all. Every business has customers – or should I call them former customers – that companies choose not to do business with.
DMG Consulting
AUGUST 2, 2017
Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Name This field is for validation purposes and should be left unchanged. Close. The Omni-Channel Agent Experience. 7/27/2017.
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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.
Amity
AUGUST 2, 2017
As the field of customer success grows and develops, more and more management jobs and executive roles are opening up. It is absolutely critical that customer success managers who want to move into these positions start developing strong management skills. Being a terrific CSM isn't enough to make you a great leader. Amity and The Success League partnered for a free webinar on building your customer success management career.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Avaya
AUGUST 2, 2017
We’ve all heard the saying: “If a tree falls in a forest and no one is around to hear it, does it make a sound?” Well, we’d like to put a new-age spin on this: “If an organization implements a digital transformation plan without a strategic plan, does it have an impact?”. The answer: No. Here’s why this is so concerning: nearly 80% of businesses identified digital transformation as their top strategic priority last year, yet only a fraction have implemented an enterprise-wide digital strat
Amity
AUGUST 2, 2017
As the field of customer success grows and develops, more and more management jobs and executive roles are opening up. It is absolutely critical that customer success managers who want to move into these positions start developing strong management skills. Being a terrific CSM isn't enough to make you a great leader. Next week, Amity and The Success League are partnering for a free webinar on building your customer success management career.
CafeX
AUGUST 2, 2017
Research by CFI Group in 2017 shows that the contact center satisfaction index (CCSI) remains at a low point of 68 (as measured on a 0-100 scale) in the private and government sectors. The two key drivers of this call center metric are agent effectiveness and agent empowerment. These make sense because the competency of service agents directly impacts.
Eptica
AUGUST 2, 2017
Date: Wednesday, August 9, 2017 How to build a business case for a CX technology project. Published on: August 09, 2017. Author: Neil Titcomb Getting the technology right is an important aspect of delivering on your customer experience (CX) goals. But any investment in new technology will be competing against multiple other disciplines for budget and management time.
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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
Bright Pattern
AUGUST 2, 2017
Much like in the popular HBO show Game of Thrones, there is a noticeable fight happening in the customer service space. A fight to be the number one communication software provider. But who will take the crown?
Talkdesk
AUGUST 2, 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. Separating the Number From the Noise. Opentalk Session Host / Moderator: Ernest Wong, Group Product Manager of Data & Analytics, Talkdesk.
CSM Magazine
AUGUST 2, 2017
Leaders understand that to achieve goals, it’s important to have everyone working in unison. If they all have different goals, the only result you’ll get is chaos. Here are four reasons why teamwork makes the dream work. The Sum is Greater Than the Parts. If the team has a common objective, everyone should be working to achieve it. In a supportive team environment, everyone makes contributions based on their unique skills.
Talkdesk
AUGUST 2, 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. Separating the Number From the Noise. Opentalk Session Host / Moderator: Ernest Wong, Group Product Manager of Data & Analytics, Talkdesk.
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.
Contact Center Pipeline
AUGUST 2, 2017
It’s summer time here in Annapolis, Maryland. The pool waters are warm and the sun is hot. That means it’s a great time to address your Summer Reading List. I sure hope Contact Center Pipeline is on it!! If not, we’re offering a Summer Sale. Promo Code, Summer17, in your shopping cart discounts all subscription […].
ijgolding
AUGUST 2, 2017
In 1859 Charles Dickens wrote A Tale of Two Cities, where citizens rise up in revolution. As a teenager studying for A-levels, I spent many hours tearing my hair out trying to decipher it! This is not a tale of two cities, but rather of two cafes, and a quiet revolution where small businesses cannot escape customer scrutiny on social media. The cafes in question are located in a pretty village about 30-mins drive from here.
Customer Experience Matters
AUGUST 2, 2017
Human beings are naturally empathetic, yet that tendency can get crushed when they go to work. Watch and read below… Did you know that human beings are genetically wired for empathy? Our brains have something called mirror neurons that allow us to virtually feel what someone else is feeling. If you see your friend bump her head, then you are likely to react almost as if it had happened to you.
Eptica
AUGUST 2, 2017
Date: Wednesday, August 2, 2017 Transforming customer experience in local authorities. Published on: August 02, 2017. Author: Neil Cox The public sector faces three key challenges, particularly when it comes to customer experience. Firstly, in an age of austerity there is growing pressure on resources, meaning it need to continually become more efficient.
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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.
Totango
AUGUST 2, 2017
Part II of this video series of interviews with Totango customers features two companies who maximized their investment in Totango to solve for specific, but not uncommon, business use cases. See how Totango has proven itself to be a cut above. Nate Richardson, Business Operations Director and Analytics Manager, xMatters. Nate sits at the intersection of multiple teams at xMatters who all have different use cases for customer data, including the customer success, sales, marketing, support, and p
Eptica
AUGUST 2, 2017
Date: Wednesday, August 16, 2017 Five ways retailers can improve CX ahead of Peak. Published on: August 16, 2017. Author: Anne-Merete Jensen Planning ahead is central to retail success, which is why during the summer months many retailers are already preparing for the Peak festive shopping season , the busiest part of the retail calendar. Given the importance of customer experience to sales success at this crucial time of year, optimizing CX is high on the list of priorities.
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