Steve DiGioia
JUNE 25, 2018
…and 7 steps we can take to get there too! This original article was written by Steve DiGioia. The West Japan Railway Company has issued an official apology after one of its express trains left the platform at Notogawa station in central Japan 25 seconds early. Yes, you read that correctly; 25 seconds early. The commuter train left at 7:11:35 a.m., instead of the scheduled 7:12 a.m., on May 11, 2018.
Myra Golden Media
JUNE 25, 2018
Too many hiring managers focus on candidates’ work history when filling customer service roles. They get excited when they read that the candidate has six-plus years working in customer service. But past work in customer service is not a reliable indicator of future success in serving your customers. To consistency deliver the best possible customer interactions, you need to hire for emotional intelligence —hiring people with empathy, friendliness, and connection, and then train those peop
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ShepHyken
JUNE 25, 2018
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Keys To Earning Sustained Loyalty From Your Employees by Charle Brown. (Chief Executive) Having strengthened millions of relationships for brands and causes worldwide, we’ve identified five critical steps to achieve the sustained loyalty your business needs.
CX Global Media
JUNE 25, 2018
Jim Rembach : Hey this is Jim the Fast leader Show and Call Center Coach, and I ‘m here at Contact Center Expo with Bruce Eidsvik, a Senior VP of marketing for Genesys. He used to be on the sales side of the business but is now is on the marketing side. He says he came from the dark side. But Bruce you guys are reincarnating something that you introduced this month in a morning keynote.
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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.
Callminer
JUNE 25, 2018
Without a strong frontline call center staff, you risk losing customers, a poor reputation, and loss of revenue.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Nexmo
JUNE 25, 2018
The contact center can be a challenging place. Customers sometimes have a tough time calling in, agents often need to juggle calls on multiple products or functions, and administrators need to keep the whole operation running smoothly. In fact, those beleaguered admins must keep customers happy and agents fully trained up on product and engagement […].
Jive
JUNE 25, 2018
Customer expectations have accelerated. Meeting customer expectations, especially over the phone, has changed dramatically. You can blame technology for that. Increased access to mobile, cloud, social media, and artificial intelligence technologies has disrupted customer service across nearly every industry. It’s the on-demand, easy-access revolution that’s driven customer expectations sky-high.
aircall
JUNE 25, 2018
Nothing inspires summer vacation plans quite like a winter in Boston. But as 110 inches of snow blanketed the city throughout the 2014-2015 season, one nearby travel agency was struggling to take advantage of local wanderlust. Dangerous driving conditions had forced many Crystal Travel & Tours’ employees to work from home, leaving them disconnected from the hardware-based phone system hosted at company headquarters.
Rant And Rave
JUNE 25, 2018
With consumer expectations continuing to rise, businesses have never been more focused on the experiences they're delivering.
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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
VocalCom
JUNE 25, 2018
When the idea of artificial intelligence for customer service was first introduced, many people were skeptical. The idea of chatbots assisting or possibly replacing human agents was exciting, but was it feasible? Would customers actually receive better service? While this technology continues to evolve, many industries—from banking to travel to retail—are indeed offering faster, richer experiences due to chatbot implementation.
Hodusoft
JUNE 25, 2018
At first glance it would seem that IP PBX, which is a VoIP replacement for standard PSTN based PBX, is suitable only for business enterprises. However, the many inherent features of IP PBX, especially when it is hosted multi-tenant solution, makes it ideal for telecom carriers and VoIP service providers. It can be a top revenue generating tool. Telecom carriers can opt for multi-lingual multi-tenant hosted IP PBX software and offer it as a service to their business clients.
ijgolding
JUNE 25, 2018
Since I published my new book at the end of April , I have intentionally held off adding to my social media content. In fact this post will be the first in June 2018! The hiatus in my writing does not mean I have run out of things to say on the subject of customer experience (CX) (boo, say some; hurrah, say others!) – far from it! In fact, so much is happening in industries around the world, I and other CX commentators have been spoilt for choice.
LiveChat
JUNE 25, 2018
Customer experience has evolved into a strong differentiator among businesses of all kinds and functions of today’s age. Going by a research conducted by the Walker Information , customer experience will overshadow price and product as the primary brand differentiator by the year 2020. There’s no doubt about it – delightful customer experiences are what brings them back, time and time again.
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.
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