Callminer
APRIL 26, 2018
Every year post-holiday analysis shows there are some significant challenges at play in the retail sector and it will most likely continue in the same vein with cost pressures intensifying.
Myra Golden Media
APRIL 26, 2018
Last week I facilitated a team building workshop for one of my favorite clients. Typically, I only deliver training on customer service, but my client had a special request. My client explained that “We need to work together, make decisions together, and communicate according to the styles of each person. In essence, we need to build a strong cohesive team.”.
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The Northridge Group
APRIL 26, 2018
Telecom invoices are very confusing for many consumers. Everyone appreciates the convenience and features that smartphones offer, but understanding charges incurred for voice, data and messaging is another matter. Family plans offer cost savings, but they can also make phone bills more cumbersome and confusing.
Fonolo
APRIL 26, 2018
I read countless articles on how to reduce stress in the call center and often wonder, “why is the contact center environment so traumatic?” Well, there are a few reasons for this. The first is quite obvious: Most call center horror stories feature an angry customer, venting their frustration about a faulty product or terrible service. Dealing with angry customers is difficult!
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Customer Experience Matters
APRIL 26, 2018
Do you want to examine experiences through the eyes of your customers? I’m happy to announce that we’ve just released online training to help you use on of our tools, the SLICE-B Experience Review Guide. We’ve used it in our research and consulting, taught it within some of our workshops, and now we’ve made it even easier for people to use on their own.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
UJET
APRIL 26, 2018
Unplanned outages, hidden fees, and painful UX—just a few things that your contact center solution provider probably forgot to mention before you signed on the dotted line.
Outsource Consultants
APRIL 26, 2018
In a recent article , Shelby Faris discusses the significance in contact centers maintaining PCI (Payment Card Industry Data Security Standards) compliance. Not only can organizations be fined for not adhering to PCI, but they can also face severe lawsuits if they suffer data breaches and they aren’t using PCI-compliant contact centers. Faris goes on to detail the following five tips for PCI compliance: Create policies and procedures.
Toister Performance Solutions
APRIL 26, 2018
Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. We've just finished an extended busy season where The Overlook has been rented every weekend since November.
CafeX
APRIL 26, 2018
We live in a disruptive age, with breakthroughs in cloud, mobile, social and artificial intelligence deployed frequently to deliver new customer experiences. .
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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
Mindtouch
APRIL 26, 2018
Or maybe the real question is, why are you making it so hard on your customers? Okay, time for a reality check. Companies that don’t make at least some of their documentation public are likely missing a huge opportunity for self-service. Correction: their customers are definitely missing out on the opportunity to help themselves. That’s a self-service fail.
Bright Pattern
APRIL 26, 2018
The migration to the cloud continued in 2017 as small business (SMB) and enterprise contact centers realized the benefits of having a cloud contact center, such as reduced capital expenditure, increased agent engagement, and improved customer service. Despite the obvious benefits, concerns about the ability to integrate with cloud vendors still prevents many businesses from transitioning to the cloud completely.
CafeX
APRIL 26, 2018
We live in a disruptive age, with breakthroughs in cloud, mobile, social and artificial intelligence deployed frequently to deliver new customer experiences.
ClientSuccess
APRIL 26, 2018
For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.
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.
ForeSee
APRIL 26, 2018
By designing with data at every point of the process, you will be far ahead of the game in achieving a strong and successful redesign launch. In previous phases, you've set the stage by laying out your goals and desired user and business outcomes and gathered data to gain a solid understanding of your users. Once the data is in, where do you go from there?
CSM Magazine
APRIL 26, 2018
Customers do not stick with companies that disappoint. Every business knows this and yet somehow for many, delivering good customer service still seems to be rather low on their list of priorities. by Chris Robinson is CEO at Yonder Digital Group. In fact, a huge 81% of people say they have left a company after experiencing poor customer service. A recent survey by Yonder Digital Group on how easy companies are to get in touch with and whether they resolve queries rapidly and effectively found w
Verint
APRIL 26, 2018
Have you ever had a ‘game over’ experience, where you’re searching for an answer on a self-help website, and nothing seems to answer your questions? What do you do— search again? Browse page after page of results? Self-help site visits sometimes result in ‘game over’: the information needed doesn’t appear, and users can’t figure out what search words or topics to use to find the answer to their questions.
CSM Magazine
APRIL 26, 2018
After a year of customer service crises and rising ticket prices, customer satisfaction with airlines drops 2.7 percent year over year to a score of 73 on a scale of 0 to 100, according to the American Customer Satisfaction Index (ACSI®) 2018 Travel Report. Guest satisfaction with hotels remains steady at an ACSI score of 76, while internet travel services fall 1.3 percent to 78.
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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.
Brad Cleveland Blog
APRIL 26, 2018
Communication creates meaning and direction for people. When good communication is lacking, the symptoms are predictable: conflicting objectives, unclear values, misunderstandings, lack of coordination, confusion, low morale and people doing the bare minimum required. Although cultures and communication styles vary, … Continue reading → The post Cultivating Effective Communication, Part 1 appeared first on Brad Cleveland.
Branch Mesenger
APRIL 26, 2018
Whether you're an employee or employer, there's a good chance you may be impacted by legislative changes rippling through different cities and states this year. These are changes that impact many industries from retail to manufacturing and food service. These regulations are already in place in San Francisco, Seattle and New York City with more to follow.
Brad Cleveland Blog
APRIL 26, 2018
Communication creates meaning and direction for people. When good communication is lacking, the symptoms are predictable: conflicting objectives, unclear values, misunderstandings, lack of coordination, confusion, low morale and people doing the bare minimum required. Although cultures and communication styles vary, there are predictable and notable commonalities among successful contact centers.
Brad Cleveland Blog
APRIL 26, 2018
Communication creates meaning and direction for people. When good communication is lacking, the symptoms are predictable: conflicting objectives, unclear values, misunderstandings, lack of coordination, confusion, low morale and people doing the bare minimum required. Although cultures and communication styles vary, there are predictable and notable commonalities among successful contact centers.
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!
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