Thu.Feb 22, 2018

Has Apple Lost Touch With Its Customers?

Beyond Philosophy

I’m a great fan of Apple, and not just because I use their products. For years, Apple has distinguished itself as a company that knows how to build an emotional connection with its customers. Because of that connection, Apple claims legions of loyal fans.

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The Changing Landscape of Employee Engagement

Contact Center Pipeline

Millennials and Gen Z employees are growing in influence of work organizations and cultures, especially call centers and customer service. According to a 2016 Bureau of Labor Statistics report, the median age of an American employee is 42.2

Seven ideal characteristics of a B2B influencer

Peter Lavers

Influencer Marketing is becoming increasingly recognised as an important component in the marketing mix*, particularly with the rise of digitally-enabled customer empowerment and consequential loss of “brand message control” by marketers.

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Knowledgeable Agents Are Key to Great Customer Service

Call Center Weekly

By Sean Hawkins I recently spoke with an agent for my insurance company, in the hopes of clearing up a misunderstanding concerning my policies. Well, things didn't go as easily as expected. For starters, I called the wrong the number.

Onwards and Cloudwards! Explore your options for moving towards the cloud

Hear from independent research analyst Jon Arnold and our very own Barbara Gonzalez, VP of Global Business Consulting, on this topic as they discuss the forces driving the move to the cloud and the options for businesses when change becomes mandatory.

Remove friction from the contact center experience

TRUSTID

When it comes to improving banking efficiencies and protecting customers over the telephone channel, contact center supervisors have traditionally relied on knowledge-based information to authenticate customers.

Improve CX Metrics with Cloud Communications

8x8

“Sure, I can help.”. Do customers hear this when they reach your contact center? If not, it’s through no lack of effort on your side. You’ve trained your agents and given them the tools they need to answer customers’ questions and resolve issues.

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Cultivating Customer Advocates

Brad Cleveland

Consider these numbers: Word of mouth drives 20–50% of all purchase decisions. McKinsey) Advocate customers spend 2 times more than regular customers, and because they stay longer, have a customer lifetime value 5 times greater than regular customers.

The Best Customer Service TED Talks, in Under 60 Minutes

Fonolo

The field of customer service is very close to my heart. As a young student I worked as a customer service representative, and as a “young” professional, I’ve dedicated myself to a solution that improves contact center interactions around the world.

Remove friction from the contact center experience

TRUSTID

When it comes to improving banking efficiencies and protecting customers over the telephone channel, contact center supervisors have traditionally relied on knowledge-based information to authenticate customers.

Encouraging and enabling collaboration in modern workplace

Aspect

All too often, IT departments have earned a reputation as gatekeepers to employee collaboration. “No, No, you can’t use Messenger.” “No, No, you can’t use Slack.” “No, No, you can’t use your personal device for work.”

A Blueprint for a Customer-Centric Company

Bright Pattern

In company’s early days, the customer service department can consist of a single person (probably the owner) handling phone calls. It relies on customer feedback to improve the product, and as it becomes more successful, the company swells and customer service inquiries surge. What made sense for this company way back when as a small start-up no longer fills the bill for an epic enterprise. customer experience improve customer service

Top Pillars of a Successful Employee Feedback Survey

Satrix Solutions

Employee engagement and loyalty are vital to any business’ success. And, these are fast becoming the behaviors that distinguish successful companies from those that fail.

Improve CX Metrics with Cloud Communications

8x8

“Sure, I can help.”. Do customers hear this when they reach your contact center? If not, it’s through no lack of effort on your side. You’ve trained your agents and given them the tools they need to answer customers’ questions and resolve issues. Every time agents get a new contact, their desktop displays customer-relevant information. Agents know how to access the knowledge base. They’re well versed in company products, processes, and procedures.

Report: Companies Struggle with Email Support

Toister Performance Solutions

A new report from CRM software provider SuperOffice revealed some dismal trends for email customer service. The company sent an email to 1,000 companies. The email asked two questions: Do you have a phone number I can call you on? Where can I find pricing information on your website?

Improve CX Metrics with Cloud Communications

8x8

“Sure, I can help.”. Do customers hear this when they reach your contact center? If not, it’s through no lack of effort on your side. You’ve trained your agents and given them the tools they need to answer customers’ questions and resolve issues. Every time agents get a new contact, their desktop displays customer-relevant information. Agents know how to access the knowledge base. They’re well versed in company products, processes, and procedures.

How to Create Business Value While Ensuring GDPR Compliance. The Altitude Case Study

Altitude

Altitude is committed to create value for its customers while executing on its own European General Data Protection Regulation (GDPR) compliance program. Companies can miss that there are benefits from a GDPR program. For Altitude it is an opportunity to build customer trust, improve customer relationships, establish better data controls, and improve internal data handling and availability.

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Thoughts on ITExpo - Where the Phones Are

Jon Arnold

That's the title of my latest analysis, wearing my BC Expert hat for BCStrategies. For this month's post, I've done a recap of last week's ITExpo in Fort Lauderdale. I posted about it here on my blog a few times leading up to the expo, and now it's time for my post-expo takeaways.

Last Call for NICE inContact CX Excellence Awards Submissions

inContact

Submit your entries by March 1, 2018! With the 2018 NICE inContact CX Excellence Awards program, we’re excited to once again recognize customers like you who drive exceptionally creative, innovative customer experiences with NICE or NICE inContact products and services.