Contact Center Pipeline
AUGUST 29, 2017
In our mid-year series discussing hot topics impacting contact centers, we have presented insights from industry experts on employee engagement, IoT-enabled service strategies, artificial intelligence and millennials. In this fifth and final post, LANtelligence CEO Martin Tracey presents his thoughts on why it’s critical to have a sole source of data in today’s dynamic, data-driven […].
Customer Experience Matters
AUGUST 29, 2017
Temkin Group has labelled 2017 The Year of Purpose, so we have been examining the topic of purpose across many different angles. One of the areas we are interested in is the impact that a person’s level of purpose and meaning has on how they behave as an employee and customer. It turns out that it has a pretty significant impact in both of these areas.
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ShepHyken
AUGUST 29, 2017
Utilize thought leadership in your consulting business with these 6 strategies.
Nexmo
AUGUST 29, 2017
As the technology that supports human communication continues to evolve, we’ve come nearly full circle when it comes to speech. Communication via Voice has been under some pretty stiff competition from SMS and other text-based, real-time communications channels in the past few years. But as the original mode of human communication, Voice still has a […].
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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.
ShepHyken
AUGUST 29, 2017
Nick Francis Shares How to Create a Customer-Centric Company. How would you like to increase customer loyalty? Shep Hyken interviews Nick Francis, CEO of Help Scout and thought leader in the customer service support world. First Up: Shep Hyken’s opening comments focus on introducing Nick Francis and his company Help Scout, and the recent fireside chat they had at a recent customer service and support conference.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Fonolo
AUGUST 29, 2017
In case you’ve been living on an island in Tahiti, with no communication to the outside world, you may not know how important mobile apps have become. In that case, let’s recap. Mobile apps are software applications designed to run on smartphones , tablets and other mobile devices. They dominate the time spent on mobile devices by 74% compared to mobile time spent on the web.
Genroe
AUGUST 29, 2017
With deference to George Harrison’s classic song lyric… Without a clear and well defined buyer personas, you risk creating customer experiences that frustrate and annoy customers while simultaneously driving up your cost to service them. Frustrated customers complain more and more loudly. Whereas, creating a customer experience that matches your customer personas drives customer satisfaction, […].
Nexmo
AUGUST 29, 2017
After a heroic effort from Tim and some work from Michael to get it over the line, we’re proud to announce that we’ve just tagged version 1.0 of the Nexmo PHP client library – it’s just one composer require away! [crayon-59b0226f5c036617954176/] The Tech Built on top of Zend Diactoros and Guzzle, it’s a PSR-7 compliant […]. The post Announcing v1.0.0 of the Nexmo PHP Client Library!
Uniphore
AUGUST 29, 2017
Who wants to be a customer experience manager? A relatively new job title in the customer service space, customer experience manager is more than just a fancy title – it is the glue that holds the customer service center together. Read More.
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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
CX Journey
AUGUST 29, 2017
Image courtesy of Pixabay Does your company put employees first? or customer first? I suppose that there's one more possibility - neither. Sadly, that's the case for a lot of companies. But that's not the topic of this post. This post is all about where employees fall in order of importance in your company. Recently, I was reading an article in Industry Week and came across this paragraph.
Taylor Reach Group
AUGUST 29, 2017
By: Sarah Hill – Stapley. At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events.
Provide Support
AUGUST 29, 2017
Google Analytics and Live Chat Integration – Plan, Measure, Evaluate, Improve. Success of business promotion is based on planning, measurement, evaluation and improvement. To be effective on every of these stages a marketing department should know the objectives of the business and how to apply them into analytical tools. Live chat software often plays a key role in converting a visitor to a consumer.
ForeSee
AUGUST 29, 2017
We live in an era of divided opinions, much of which was amplified in the last presidential election. You need only glance at news headlines on any given day for confirmation. And for many citizens, myself included, this means a great deal of uncertainty with our government. While stability may seem hard to come by, nothing further could be true when it comes to citizen satisfaction with E-Government according to our latest research.
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.
Talkdesk
AUGUST 29, 2017
This piece was originally written by Bony Simi, president at JetBlue Technology Ventures, for Opentalk magazine. You don’t often hear anything positive when the words customer service and airlines are in the same sentence. You might not even put humanity and air travel in the same sentence. But 16 years ago we at JetBlue were determined to try something new.
Verint
AUGUST 29, 2017
Delivering superior customer experiences is a top challenge facing many organizations today. Maybe the top. The abundance of communication channels includes phone, web, mobile apps, chat and social channels—which add varying complexities to meeting these CX challenges and truly understanding customer sentiment. More traditional tools such as surveys and feedback mechanisms only go so far in the digital world.
Taylor Reach Group
AUGUST 29, 2017
By: Peg Ayers, MBA, CCXP. The Front Line. Customer Experience. Employee Engagement. Profitability. What’s the largest single influence on all of these things in your business? Chances are, it’s your frontline associates. The people who are dealing directly with your customers. The folks who are making decisions about how they do their work, what they do and don’t do for your customers, how much they help each other, what processes they follow and which ones they don’t.
Aspect
AUGUST 29, 2017
In a world of Alexa, iRobot and self-driving vehicles, we should be surprised if robots did not make their way into the contact center. With about 70% of contact center expense being human labor, that huge cost is a natural target for most enterprises. If you could provide the same level of service to your customers and cut costs, it’s a proverbial “no brainer”.
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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.
aircall
AUGUST 29, 2017
Despite the growing prevalence of alternative channels such as live chat or social media, the phone channel remains a staple. When customers need support, they want it to be easy, quick, and efficient regardless of the channel. Support teams must offer a seamless experience across channels and meet customers exactly where they are. Customers themselves don’t think about customer service models at all.
COPC
AUGUST 29, 2017
Everyone knows providing a customer with a great experience increases the chances of repeat business, improved brand opinion and, hopefully, brand loyalty and advocacy. But what is the impact when a brand provides a great experience for the people we cherish most? In this edition of CX Stories, we hear from three COPC Inc. employees who experienced exceptional customer care not for themselves, but for their children.
aircall
AUGUST 29, 2017
Despite the growing prevalence of alternative channels such as live chat or social media, the phone channel remains a staple. When customers need support, they want it to be easy, quick, and efficient regardless of the channel. Support teams must offer a seamless experience across channels and meet customers exactly where they are. Customers themselves don’t think about customer service models at all.
Clarabridge
AUGUST 29, 2017
Ok, did that drastic title scare you into reading this blog post? Good, I wanted to grab your attention. But, before you think things are too bleak, let’s level set. Maybe ‘failing’ was a strong word but here is the truth: Your CEM Program is only as good as how far you distribute the VOC data. So, admit it, are you a data hoarder? Do you create report after report, visual after visual and never share it beyond your customer experience management (CEM) team?
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!
aircall
AUGUST 29, 2017
Despite the growing prevalence of alternative channels such as live chat or social media, the phone channel remains a staple. When customers need support, they want it to be easy, quick, and efficient regardless of the channel. Support teams must offer a seamless experience across channels and meet customers exactly where they are. Customers themselves don’t think about customer service models at all.
OvniSource - Ovniblog
AUGUST 29, 2017
Customer Loyalty vs. Customer Satisfaction All enterprises should strive to create positive customer experiences that lead to customer loyalty. Customer loyalty is different from customer satisfaction. It establishes a long-lasting relationship with customers. It is an ongoing process, not a single set of actions. Therefore, enterprises should develop a strategy for customer experience management.
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