ShepHyken

OCTOBER 11, 2017

The other night I was on a Southwest Airlines flight, traveling home from a speaking engagement. While waiting to board, I noticed a sign advertising Southwest’s concept they call “ trans fare ncy.”. The sign read as follows: Trans fare ncy [Trans-fair-uhn-see] n. Philosophy created by Southwest Airlines in which Customers are treated honestly and fairly, and low fares actually stay low – no unexpected bag fees, change fees, or hidden fees.

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Airlines Advertising Customer Experience Customer Service 389

Callminer

OCTOBER 11, 2017

A Definition of Cloud Call Centers Hosted in the cloud by a business server, a cloud call center is the hub of an enterprise that handles all customer communications.

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Call Center Weekly

OCTOBER 11, 2017

What are your pillars of customer service? Pillars of customer service are an integral part of effective, individual service interactions. Our service pillars are the human, business, and hidden dimensions. Every customer interaction has aspects of each dimension. We coach our team to demonstrate these pillars in each customer interaction. The Human dimension is the individual human need expressed by the customer.

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Coaching Customer Care Customer Service Management 136

Contact Center Pipeline

OCTOBER 11, 2017

Companies of all shapes and sizes have turned to contact centers for their one-of-a-kind proficiency and telecommunications experience since the conception of the call center in the 1980s. The capacity and expertise contact centers bring to the table allows clients the freedom to streamline their processes and focus their efforts on maintaining and expanding their […].

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Telecommunications Contact Center Call Center 113

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Branch Mesenger

OCTOBER 11, 2017

It’s Twin Cities Startup Week , a gathering of the creatives, hackers, investors, makers, entrepreneurs, and startups that are powering the economic future of Minneapolis and St. Paul, Minnesota. Our CEO, Atif Siddiqi will be speaking today about the Branch origin story and why we’ve based our operations here. In anticipation of that conversation, we wanted to share some of our thoughts on why Minnesota is a home we’re excited about.

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Branch Mesenger

OCTOBER 11, 2017

New Precast Content. New Precast families for beams, columns, slabs, and foundations are now available. Revit users can choose between various types of I-shape, T-shape, trapezoidal and many other beam cross sections. Columns having different corbels configurations and top supporting conditions for beams have been created. TT slabs and isolated foundations, both block and sleeve, are also part of the new Precast content.

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Engineering 75

GetFeedback

OCTOBER 11, 2017

Modern customers expect convenient support, so seamless self-service is fundamental to customer experience. Here are 5 reasons it's great for business.

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Self service Customer Experience 60

Kayako

OCTOBER 11, 2017

Adding live chat for customer service was supposed to solve all your service challenges. Investing in the channel was a no-brainer, or so you thought! It would allow your staff to delight customers with quick, frictionless support. For most Customer Support Managers, that hasn’t happened yet. Even Amazon, with its ‘world’s most customer-centric business’ ethos, hasn’t avoided embarrassment.

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Customer Service Surveys Customer centricity Personalization 54

CafeX

OCTOBER 11, 2017

By putting the customer first, the returns & rewards will follow. Learn why & how leading customer service organizations provide omnichannel customer engagement via Microsoft Dynamics 365 with CaféX Live Assist software.

Customer Service 48

Customer Service 48

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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

Surveys

The Center for Client Retention

OCTOBER 11, 2017

This week we are sharing a #DeepCXThought about dealing with questions from customers. Each time a customer asks a question or raises a concern, think of it as an opportunity to build upon and solidify your relationship with them.

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Customer Experience Customer Service 48

CafeX

OCTOBER 11, 2017

More than 40% of Fortune 500 companies use some form of technology to train their employees. Before choosing an e-learning platform for training employees, consider team collaboration software that provides a workspace and free live video chat. .

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Technology 48

CX Journey

OCTOBER 11, 2017

Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX. It appeared on their blog on March 24, 2017. There's a lot of talk about improving the customer experience. And there's a lot of talk about using surveys to listen to customers so that we know where we need to improve the experience. But have you ever considered that those very surveys are another touchpoint in the customer experience?

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Multichannel Surveys Feedback Best practices 47

Altivon

OCTOBER 11, 2017

Sheila McGee-Smith did not disappoint in her latest webinar appearance, also featuring the Auto Club Group and Altivon. As always, she wove a clear narrative through the hour-long discussion on key topics including omnichannel, analytics, artificial intelligence and the operational challenges presented by change. Here are a few highlights. Aged infrastructure.

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Contact Center Analytics contact center solutions Coaching 40

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.

Customer Experience

Clarabridge

OCTOBER 11, 2017

Today we announced our winners of the Clarabridge Customer Experience Awards for the Europe, Middle East and Africa (EMEA) region! Spanning a variety of industries, the winners have all demonstrated innovation, leadership and measurable results with their customer experience programmes: CXC Luminary Award : Honours an organisation that has made a corporate shift to elevate customer experience to a top-tier business strategy.

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Customer Experience Feedback Customer Care Surveys 40

Jon Arnold

OCTOBER 11, 2017

Time for another Ziff Davis webinar, and this is a topic I've been focused on for a while now. Messaging has kind of come out of nowhere to become an important driver in the collaboration space, and I'll explore that further during the webinar. The date is coming up fast - next week - it's Wednesday, Oct. 18, at 2 ET. Hope you can join us, and all the details are here on the registration page.

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Verint

OCTOBER 11, 2017

In previous blogs, my colleagues and I have written extensively about Verint Knowledge Management solutions and how to maximize the value of your knowledge management solution. Knowledge management offers tremendous benefits around the speed, quality, consistency and agility of information throughout the organization. But, at the same time, you have probably also heard quite a bit about the rise of social content, from sources such as communities, forums and blogs.

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Management Self service Contact Center Customer Service 27

Comm100

OCTOBER 11, 2017

Introduction. Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? Should it be customer service? Marketing? PR? Sales? IT? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above.

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Customer Service Customer Care Morale Marketing 46

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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.

Self service