Wed.Jan 31, 2018

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The Customer Service Gap

ShepHyken

I’ve written about the customer service gap before. The first version referred to the gap between you and your competitors. You want the gap to be wide. It means you are putting yourself further ahead of your competition and picking up market share. The second version of the gap focused on narrowing the distance between you and your customers. The closer you are to your customers, and the more you are meeting their needs, the narrower the gap is between you and your customer.

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How To Design (And Act On) Real-World Employee Surveys

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Companies are fond of saying that employees are their most powerful resource, and in many ways – especially their influence on customer loyalty – that’s been well proven. But, to understand what factors leverage employee behavior, most organizations have historically relied on satisfaction and engagement surveys, typically conducted through HR.

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Trending Sources

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Top 5 Posts in January

Contact Center Pipeline

It’s not surprising that contact center predictions for 2018 accounted for two of the most popular posts in January. What other topics piqued readers’ interest? A look at the common characteristics shared by award-winning contact centers; tips to help work-at-home agents stay productive and focused; and an update on the state of remote work in […].

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"Follow the Leader", Featuring Errol Allen

Call Center Weekly

Why is it important for customer service leaders to spend time on the front line? It is my opinion that leaders should regularly (monthly) schedule time with their front-line employees. Doing so can have a major impact within an organization. Here a several reasons why I feel it’s important to spend time on the front line. 1. Enlightenment – In today’s business environment, managing by the numbers seems to be the way to go.

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The 2023 Verint Experience Index: Retail

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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4 Contact Center Reports to Start Off Your Year

Fonolo

It’s going to be a big year in the world of contact center and in customer service technology. Will Avaya soar upwards, freshly unburdened from its decade of debt? Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? Will the AI / chatbot hype start to live up to its promise?

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5 Ways Support Content Can Help Absorb Seasonal Spikes

Mindtouch

The holidays always seem to be right around the corner, don’t they? This is especially true for customer help centers, where holiday madness is typically accompanied by a seasonal spike in support tickets. Take Cyber Monday 2016, for example. According to the Marchex Institute, inbound call volumes increased 16 percent on average. Not only that, but there was an 11% spike in abandoned calls.

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Reducing Cost: 9 Proven Ways to Optimize Business Spending

PanTerra

One of the most impactful ways to enhance your business is to reduce the costs of operations. Reducing costs allows you to apply the savings to actions that enhance your core competencies and the pursuit of your business growth goals.

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12 Principles of Successful #CEM Change Management

CX Journey

Image courtesy of Pixabay Change. It's inevitable. And it's hard. Many - as high as 70% of - change initiatives fail. But don't let that stat scare you. And don't let it change your attitude about what lies ahead. Don't let that become a self-fulfilling prophecy! You know you need to make the change. You know that it will take a Herculean effort. You can do this!

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LiveCallCenter auf der CCW 2018 in Berlin präsentiert die Servicewelt der Zukunft

Aspect

Das LiveCallCenter ist seit vielen Jahren fester Bestandteil der CCW. Messebesucher haben hier die Gelegenheit, ein „reales“ Szenario live zu erleben. Sie können den Agenten dabei über die Schulter zu schauen und sich erklären lassen, welche technischen Prozesse im Hintergrund ablaufen. In diesem Jahr erfindet sich das LiveCallCenter als „Smart Future Lab“ neu.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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The Year of Humanity: Putting the customer first in 2018

Eptica

Date: Wednesday, January 31, 2018 The Year of Humanity: Putting the customer first in 2018. Published on: January 31, 2018. Author: Pauline Ashenden Amidst all the talk of artificial intelligence, chatbots and the Internet of Things transforming the relationship between brands and consumers, it is easy to forget the vital importance of the human element to successful customer service.

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When Omnichannel Causes CSAT to Plummet

Bright Pattern

Omnichannel communications are essential for connecting with customers who expect to call, text, message, email, and chat interchangeably with anyone at anytime. Yet, despite the fact that more businesses than ever are offering omnichannel, many companies are seeing their customer satisfaction (CSAT) levels plummet. Why?

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6 Contact Center Features That Make Customer Experience Effortless

Talkdesk

When Talkdesk puts together our long-term feature roadmap, we put a lot of thought into where contact center executives want to go in the future and build a product that will give them the tools they need to execute on their vision. Part of this exercise includes reviewing the results of Deloitte’s 2017 Global Contact Center Survey to see how these executives responded to questions about their priorities for the next couple of years.

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Agent Training On a Tight Schedule

Monet Software

Even with the accurate forecasts and schedules delivered by workforce management, contact center shifts are busy things. When they get a little too busy one of the first activities to be dropped is agent training. But training is important, so there should be ways to work it in whenever possible, even on the busiest days. Here are five tips for agent training on a tight schedule.

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The Open CCaaS Advantage Report

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.

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Customer Experience is Not Always About Giving People What They Want

Solvvy

The post Customer Experience is Not Always About Giving People What They Want appeared first on Solvvy.

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Upsell Techniques That Work

Monet Software

It’s stating the obvious to say that the best time to sell something to a customer is when you’re already speaking with them. And yet, contact center agents miss such opportunities every day. In many cases you are talking to people who are already customers, which provides a built-in advantage in soliciting additional purchases. Those who call who have not yet bought clearly are familiar with the company’s products or services, and want to know more about them.

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How the Best Deliver Ongoing Customer Success with Kia Puhm

Kapta Customer Success

I’m really excited to share a fantastic interview I conducted with Kia Puhm, the Founder of K!A CX Consulting. We sat down to talk about Customer Success, Key Account Management, and how to drive real success with your most important clients. In this interview, you will learn: How to build proactive Customer Success Plans. Why it’s important for Customer Success teams to be prescriptive with their clients.

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How to Shorten Every Customer Call By One Minute

Monet Software

What can you do in one minute? Cook Minute Rice? Play Chopin’s “Minute Waltz” on the piano? At the contact center very few calls will be completed in less than one minute. But add the number of the calls received during one shift, and consider how much time reducing the length of each call by a minute could save. What could be done with all that extra time?

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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Ask the Experts Blog Series: Artificial Intelligence in the Contact Center with Kathleen Jezierski and Ian Aitchison

COPC

In our quarterly blog series, Ask the Experts, we ask COPC Inc. experts questions about specific areas for improving operational performance in call centers, customer experience operations, vendor management organizations and procurement. In this edition of Ask the Experts, we chatted with Kathleen Jezierski, COPC Inc.’s COO, and Ian Aitchison, CEO of COPC Inc.’s Asia Pacific (APAC) region.

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Helpdesks Should Never Be Too Busy to Help

Monet Software

Oliver Pritchett, a columnist with The Telegraph, asked an interesting question in a recent piece: “Why are helpdesks always ‘exceptionally busy’? The whole world, he writes, “Seems to be on hold at the end of a phone.” Pritchett then goes on to imagine what is actually happening at these helpdesks, while he languishes on the phone listening to messages about how it’s an exceptionally busy time.

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Recorded Customer Success Webinar: How to Build Out Your Customer Health Score Using the Customer Maturity Index

ClientSuccess

Webinar Details. ClientSuccess hosted Boaz Maor, VP of Customer Success of OpenGov and the 2017 Customer Success Innovator of the Year , for this month’s customer success webinar series: How to Build Out Your Customer Health Score Using the Customer Maturity Index. The webinar was held Wednesday, February 21st, 2018 at 11:00 am Mountain Time on the topic of building out your customer health scoring approach using the Customer Maturity Index (CMI).

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PPT Solutions Strengthens Executive Team Appointing New VP of Strategy & Service Delivery

ppt solutions

TULSA, OKLAHOMA, January 31, 2017 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, announced today the addition of industry veteran George W. Svoboda as Vice President of Strategy and Service Delivery. Svoboda, formerly CRM Strategy Practice Lead at. The post PPT Solutions Strengthens Executive Team Appointing New VP of Strategy & Service Delivery appeared first on PPT Solutions.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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The 25 Dollar Customer Mistake

CSM Magazine

The story of how a customer was almost lost over a very small fee that in the long term could have cost a lot more. I recently planned a small two-day meeting for about 25 people. This was the second year for this meeting. The previous year we had stayed at a hotel that did a magnificent job of taking care of us. After that meeting, I talked to our sales rep and mentioned that if they repeated the contract we signed for that first year, we would most likely come back.

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Modernizing the Enterprise with Back Office Automation

Verint

In my last post on automation and AI , I discussed how conversational AI-powered intelligent virtual assistants (IVAs) are generating a large amount of interest in the customer engagement industry. That post continues a theme that we see in the media every day: organizations are looking at using automation and AI for business and workforce optimization—however, applying these technologies and processes needs to be well thought-out.

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The 25 Dollar Mistake

CSM Magazine

The story of how a customer was almost lost over a very small fee that in the long term could have cost a lot more. I recently planned a small two-day meeting for about 25 people. This was the second year for this meeting. The previous year we had stayed at a hotel that did a magnificent job of taking care of us. After that meeting, I talked to our sales rep and mentioned that if they repeated the contract we signed for that first year, we would most likely come back.

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Be There for Your Customers Podcast

Brad Cleveland Blog

Kathryn Kemp Guylay interviewed me on her Mountain Mantras Podcast. The topic is customer focus and how to be there for your customers. You can listen here or on iTunes.

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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Retail Trends We're Watching ?? In 2018

Branch Mesenger

Join us today as we explore how in-store experience and personalization are changing the way consumers shop. Spots are available for our webinar today at 1pm, CST. Register here ! Last week, Amazon nabbed a significant share of the spotlight as representatives of news outlets and social media descended upon their long-anticipated retail endeavor, Amazon Go.

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Be There for Your Customers Podcast

Brad Cleveland Blog

Kathryn Kemp Guylay interviewed me on her Mountain Mantras Podcast. The topic is customer focus and how to be there for your customers. You can listen here or on iTunes.

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Contact Center Trends and Predictions 2018

CSM Magazine

The customer experience industry is changing at an unprecedented pace and businesses must prepare for dynamic developments throughout the coming year. Mandy Holford, director of customer service at leading contact center Echo-U, has highlighted the major trends shaping the industry in 2018 in order to help businesses to understand the current challenges and develop strategic plans to enhance customer experience. 1.