Beyond Philosophy
DECEMBER 20, 2017
Consumer confidence is a funny thing. It is little more than a feeling, and yet it drives millions of dollars in business—especially around this time of year. A recent JLL Retail survey revealed that consumer confidence is high, making the outlook for the holiday season holly jolly. Now, to be fair, Consumer Confidence is the aggregate for 5,000 U.S. households’ feelings.
Call Center Weekly
DECEMBER 20, 2017
What are some fun and creative ways to train staff during down time? There are many fun and creative ways to train staff during down time. One way, is to create a crossword puzzle with the questions and answers related to the organization’s mission, values, and of course, product knowledge. Set a time limit, say two hours, for all to be turned in. All agents with perfect scores are entered to win a $25 or $50 gift card.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Beyond Philosophy
DECEMBER 20, 2017
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. One of my favorite movies about business in general, and employee behavior in particular, is Office Space. The film is full of bad management-staff relationship and motivation examples, and management’s myopic need for process execution for its own sake, not the enrichment or benefit of employees, and irrespective of the impact that they will, or won’t, have on customers.
Contact Center Pipeline
DECEMBER 20, 2017
The senior population has been a fast-growing customer segment since the first wave of baby boomers turned 65 in 2011. This year, the number of seniors topped 50 million, and the U.S. Census Bureau projects it to reach over 70 million in the next 25 years. In a fast-paced world, where conversations can be distilled […].
Advertisement
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.
Customer Guru
DECEMBER 20, 2017
Customer Guru has taken this initiative of sharing the experiences of successful CX leaders across India to inspire and guide professionals in understanding and adopting customer centricity in their organizations. In continuation of the series, we have another gem of an interview with Mr. Abhay Singh Chauhan, the head of Customer Service at Avery Dennison.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Centriam Customer Experience Lab
DECEMBER 20, 2017
Many retailers are finding it difficult to connect with mi llennial shoppers. Even when able to sell to them, they are often unable to sustain the relationship. Findings from Centriam’s 2017 Retail Study confirm this: millennials are more price sensitive, less likely to repurchase, and 40% more likely to be detractors. [ Click to Tweet ].
Kayako
DECEMBER 20, 2017
Customer feedback is important for any business that wants to better themselves. We can collect feedback on virtually any aspect of our business—our customer support, our website’s usability, the effectiveness of email campaigns, you name it. But the problem is, unless you’re offering incentive for users to complete your customer feedback forms, such as discount coupons or free swag, users typically hate to give feedback (because…well…they’re boring and they’d much rathe
Toister Performance Solutions
DECEMBER 20, 2017
Kids that were not prepared for the big interview with the CEO of Christmas Season of Birth Control As we move into the Holiday season, I find I really enjoy this time of year. I am able to break out my heavy sweaters and overcoats that I only have the opportunity to sport in the coldest of weather. The post How parents can turn the Christmas experience into interview training appeared first on HRNasty.
Influitive
DECEMBER 20, 2017
I’ve got a question for you, marketers—what if there was a way to generate: Thousands in sales pipeline Hundreds of online reviews Countless pieces of user-generated content Increased web traffic and social shares Higher engagement rates and Net Promoter Scores …by tapping into a network of fans and evangelists your company already has?
Advertisement
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
West
DECEMBER 20, 2017
Mary Boyd. VP of Government & Regulatory Affairs. Emergency communications have improved exponentially since the first 911 call nearly 50 years ago. However, some features of our present day enterprise communications technology has placed users of this service at a disadvantage when it comes to 911. The flexible nature of multi-line telephone systems (MLTS) can cross many public safety jurisdictional boundaries.
Amity
DECEMBER 20, 2017
The Chairman uses not one jet, but two (at once). Who governs this? “GE Digs Deeper Into Use of Jets,” The Wall Street Journal , December 13, 2017 B1. The CEO and some senior execs were aware, as was one board member. How did this practice go on? It cost millions. What else slipped through some very large cracks? Who should pay back the shareholders for this waste of assets?
Nexmo
DECEMBER 20, 2017
“Firm Settles Russia Probe,” The Wall Street Journal , December 12, 2017 A5. Company working on US defense projects had Russian employees who lacked appropriate security clearances (and who stored some material on servers in Russia). No fine reported; company to institute new security protocols and thereby resolve criminal complaint. One would have thought someone would have gotten more than their hands slapped over this one.
The Center for Client Retention
DECEMBER 20, 2017
In this week’s episode, we draw attention to the fact that despite having the latest technology, only retail stores with dedicated associates who wish to help customers will see high return rates. #DeepCXThought.
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.
Eptica
DECEMBER 20, 2017
Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months. What were the hot topics and what were the major changes in the market?
CX Journey
DECEMBER 20, 2017
Image courtesy of Pixabay Today I am pleased to share with you a guest post by Julian de Sevilla with PATlive. An effective customer service solution has always been a tool that helps businesses stand out. However, customers recently have come to expect more from businesses in terms of service, forming a landscape that’s saturated with options, and thus hyper-competitive.
Voxjar
DECEMBER 20, 2017
1876. March 10. First Phone Call. Alexander Graham Bell made the first phone call on March 10, 1876. The first words spoken were to his assistant: “Watson — come here — I want to see you”. 1950s. Mid 1950’s. Computer-Based Call Answering. In the mid-1950’s computer-based systems replaced the manual process of routing phone calls. This system was called the Automatic Call Distributor (ACD) and was the innovation that finally enabled the very first call centers.
ForeSee
DECEMBER 20, 2017
For banks, building trust and nurturing innovation are incredibly important, but neither prove profitable without listening and asking. With that said, it’s also important to understand that listening and asking. The post Banking CX: The importance of listening, asking, and listening some more. appeared first on ForeSee.
Advertisement
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.
CSM Magazine
DECEMBER 20, 2017
The demand for an exceptional shopping experience has never been higher from customers; more businesses than ever are pushing above and beyond to deliver a streamlined path to purchase. With the battle for customers becoming ever-more competitive, failing to meet their expectations will simply encourage them to take their business elsewhere. Whether you’re failing to attract new or repeat purchases, the loss of a customer can be devastating; especially when it’s to your competitors.
Verint
DECEMBER 20, 2017
It’s time to start thinking about Engage! The Verint Systems global customer conference is an interactive event designed to help you engage with your industry colleagues, get the full benefit of your Verint solutions, and enhance customer engagement—and have some fun while you’re at it. Registration is open for this year’s event at the Sheraton Dallas Hotel in Dallas, Texas.
Brad Cleveland Blog
DECEMBER 20, 2017
As 2017 comes to a close, it is a great time to reflect and consider plans for the new year. This past summer, I had the opportunity to spend time with four NFL quarterbacks, and hear their perspectives on leadership. … Continue reading → The post The Highest Level of Leadership appeared first on Brad Cleveland.
Verint
DECEMBER 20, 2017
On December 12, 2017, the Article 29 Working Party (“Working Party”) published its guidelines on transparency under Regulation 2016/679 (the “Guidelines”). The Guidelines aim to provide practical guidance and clarification on the transparency obligations introduced by the EU General Data Protection Regulation (“GDPR”). The transparency obligations require controllers to provide certain information to data subjects regarding the processing of their personal data.
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!
Brad Cleveland Blog
DECEMBER 20, 2017
As 2017 comes to a close, it is a great time to reflect and consider plans for the new year. This past summer, I had the opportunity to spend time with four NFL quarterbacks, and hear their perspectives on leadership. These discussions reminded me of what Jim Collins refers to as “level 5” leadership—the highest level impact you can have.
Verint
DECEMBER 20, 2017
Paul Stockford, Chief Analyst, Saddletree Research, mentioned in a recent blog post that “the contact center industry will be all about automation” in 2018. Does your organization have a strategy and plans in place for automation innovation? Verint’s Customer Advisory Board (CAB) met earlier this month and the agenda included a session on automation, artificial intelligence (AI) and robotics.
Brad Cleveland Blog
DECEMBER 20, 2017
As 2017 comes to a close, it is a great time to reflect and consider plans for the new year. This past summer, I had the opportunity to spend time with four NFL quarterbacks, and hear their perspectives on leadership. These discussions reminded me of what Jim Collins refers to as “level 5” leadership—the highest level impact you can have.
CX Accelerator
DECEMBER 20, 2017
Of all the things employees despise, end of year performance appraisals (PA’s) are at the top of the list. The Washington Post has research to support that “basically every single person hates performance reviews.” Regardless of how we arrived here, leaders are no longer bound to the mistakes of the past. When conducted well, the end of year review is one of the most powerful tools in your quiver.
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
Fenero
DECEMBER 20, 2017
As the year is coming to an end, consumers are calling retailers and making travel arrangements. This means, your customer service representatives will see an increase in calls from consumers around the globe. They could be calling to follow-up on a car rental or restaurant reservations, hotel accommodations, or purchases from online stores. Regardless of the reason, we need to ensure we are providing exceptional customer service during this holiday season.
ShepHyken
DECEMBER 20, 2017
Here is a sobering statistic. According to the Five9 Customer Index 2017 report , 77% of customers in the B2C space will not do business with you again if you give them bad customer service the first time they do business with you. This is huge. That means that more than three-quarters of your customers will not give you a second chance if you don’t give them the customer experience they expect the first time around.
Expert insights. Personalized for you.
383 
Let's personalize your content