Contact Center Pipeline
JULY 7, 2017
Our latest webinar, Bringing Quality Monitoring into the heart of the Contact Center, was packed with an array of knowledge and best practice techniques on the topic of quality monitoring (QM). On the back of this, here is a bite-sized version of the most valuable takeaways from the day. Refining the QM Performance Cycle Step […].
Victor Midgley
JULY 7, 2017
My primary objective of this article, is to warn and guide call centers through the shark infested “call center technology” waters. This article may not make me popular among technology providers however, I would hope that technology provides will take note and consider what I am sharing in this article in regard to call center … Continue reading "SWIMMING WITH THE TECH SHARKS".
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Amity
JULY 7, 2017
We’ve all been there. Churn, cancellation, breaking up. Call it what you may, it hurts. As it is in life, it is also true in business – when you go through a breakup, you should take the time to reflect, learn, and adjust accordingly. I am sure that you have heard this saying before, but it is worth repeating: “those that do not learn from history are doomed to repeat it” (George Santayana).
Victor Midgley
JULY 7, 2017
People often say to me when they first learn how long I have been working in the call center field, “you must have a very good therapist!” From their perspective, looking at a call center from the out-side-in, it would seem to be an impossible occupation. I would say to those people, you should check … Continue reading "DEALING WITH THE CALL CENTER GRIND".
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Vonage
JULY 7, 2017
Although much about providing a great customer experience is timeless, it’s also a good idea to align your strategy with today’s consumer trends. In particular, I suggest adjusting your style of service in the following five ways. Amp up your speed of service. I still hear veteran business people spout that old platitude: “Quality, speed, price – you can only pick two.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Topdown
JULY 7, 2017
In a McKinsey article entitled “ From Touchpoints to Journeys: Seeing the World As Customers Do ,” Nicholas Maechler, Kevin Neher and Robert Park discuss maximizing customer satisfaction by focusing on the end-to-end customer journey rather than on individual touchpoints as many have in the past.
Victor Midgley
JULY 7, 2017
If only people realized how critical their conversations are to their overall progress, prosperity and happiness; they would take learning the strategies and technique much more serious. I realized at an early age how essential compelling conversation was to my survival. As a boy growing up in a diverse inner-city district in the 23rd largest … Continue reading "THE POWER OF CONVERSATION".
ForeSee
JULY 7, 2017
You may not know it, but you’re kind of a big deal. Yeah, you! The one championing customer (or citizen) experience and the importance of a good Voice of Customer (VOC) program. Not only. The post CX Champions wanted: Setting the stage for ForeSee Summit 2018 appeared first on ForeSee.
NICE inContact
JULY 7, 2017
The pace of business innovation moves at speeds that were unfathomable just 20 years ago. Internet, personal computers, and even phones have evolved to unimaginable capabilities, transforming the contact center industry, and for that matter the business world. For instance, our phones have more powerful computing abilities than the first computer I owned.
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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
LiveChat
JULY 7, 2017
As he washed his baby-blue Cadillac, Peter Clemenza pondered and rehearsed his lines, the expressions of his face. He would be curt with Paulie, as if displeased with him. With a man so sensitive and suspicious as Gatto this would throw him off the track or at least leave him uncertain. Undue friendliness would make him wary. But of course the curtness must not be too angry.
Talkdesk
JULY 7, 2017
Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. Guest Centricity and the Drive to be Heroic. Scott Kennedy – President of Financial and Retail Services, Target.
Brad Cleveland Blog
JULY 7, 2017
As a primary customer touchpoint, the contact center has enormous potential to provide other business units with valuable intelligence and support. This can include input on customers, products, services and processes — information that, when captured, identified, assimilated and turned … Continue reading → The post Transform Knowledge into Intelligence and Support appeared first on Brad Cleveland.
ShepHyken
JULY 7, 2017
This week we feature an article by Josh Brown who writes about why you should focus on relational customers, how you should go about doing it, and the data you can use to enhance your initiatives and be sure your efforts are paying off. It’s important to know the value of a customer. Here is a simple guideline: Manage the interactions you have with your customers with the lifetime value in mind, with each and every interaction. – Shep Hyken.
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.
Brad Cleveland Blog
JULY 7, 2017
As a primary customer touchpoint, the contact center has enormous potential to provide other business units with valuable intelligence and support. This can include input on customers, products, services and processes — information that, when captured, identified, assimilated and turned into usable knowledge, can literally transform an organization’s ability to identify and meet customer expectations and demands.
Clarabridge
JULY 7, 2017
Did you see that great comment someone posted on your product’s Facebook page today? What about the less than glowing yet aspirational review someone just left? And weren’t there some chats on that same topic recently? Consumers are talking, that’s for sure. Now, don’t get me wrong. For as long as there have been consumer goods companies, there have been surveys.
Brad Cleveland Blog
JULY 7, 2017
As a primary customer touchpoint, the contact center has enormous potential to provide other business units with valuable intelligence and support. This can include input on customers, products, services and processes — information that, when captured, identified, assimilated and turned into usable knowledge, can literally transform an organization’s ability to identify and meet customer expectations and demands.
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