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.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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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Journey Mapping for Chatbots: How to Create a Chatbot Decision Tree from Scratch

Comm100

Source: Liam Pozz. Introduction. Most consumers have noticed: there’s a huge gap in capabilities in the Chatbot industry.

30 Customer Experience Stats You Can’t Ignore

UJET

Once thought of as a cost center, service and support are now front and center as two factors that can either make or break relationships with customers—and don’t just take our word for it. Here are 30 stats that emphasize why investing in great service isn’t just the right thing to do for your customers, but also your business. Customer Experience

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.”

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

Journey Mapping for Chatbots: How to Create a Chatbot Decision Tree from Scratch

Comm100

Source: Liam Pozz. Introduction. Most consumers have noticed: there’s a huge gap in capabilities in the Chatbot industry.

History of Contact Centers [Infographic]

AnomalySquared

Customer service has come a long way in the last 200 years. We have gone from having to travel to the next town over to get your new radio repaired, to just simply picking up the phone.

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.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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.

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.

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?

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

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.