ShepHyken
APRIL 11, 2018
A potential client called for help. His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t. By the way, the name of the company has been “changed to protect the innocent,” as they say. We’ll refer to them as Company X.
Callminer
APRIL 11, 2018
Some don’t make it easy to move their info to another provider. To avoid becoming a victim of data hostage by your speech analytics vendor, ask these questions before choosing one.
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CX Accelerator
APRIL 11, 2018
Do you ever feel like you're in "survival mode," running from one crisis to another, just trying to get through the day? The moment you stomp out one fire, the sparks start flying in five other directions. Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what matters
Contact Center Pipeline
APRIL 11, 2018
“I don’t understand how my organization can use speech analytics.” This is a statement often heard from those who have speech analytics just as often as from those who don’t. Speech analytics has the potential to transform an organization and its customer relationships, but organizations seldom harness its power because their journey to speech begins […].
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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.
CX Accelerator
APRIL 11, 2018
Do you ever feel like you're in "survival mode," running from one crisis to another, just trying to get through the day? The moment you stomp out one fire, the sparks start flying in five other directions. Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Centriam Customer Experience Lab
APRIL 11, 2018
Scott Brinker's most recent Marketing Technology Landscape famously touts 5,381 different software solutions. Software choices are obviously growing, but this abundance of choice fuels confusion. This bewilderment is further fanned by aggressive marketing and an alphabet soup of technology acronyms. So which technology should you turn to improve your customer experience?
Mindtouch
APRIL 11, 2018
There’s a reason New Jersey is the only state that doesn’t let us fill up the gas tank on our own. If your customers want to pump their own gas, you let them. The same goes for self-service. If your customers prefer to solve issues on their own (as it turns out, they very much do ), you need to enable them to do so. Not only that, you need to make that experience as frictionless as possible.
CX Advantage Walker
APRIL 11, 2018
Overview Thick Data provides insight into people’s emotions, motivations and ways of thinking. For our organizations to have a realistic view of the marketplace and our customers, CX leaders need to provide and advocate the use of Thick Data to supplement operational Big Data insights. This allows companies to challenge the status quo and reveal game-changing.
Joe Rawlinson
APRIL 11, 2018
An effective e-commerce ecosystem is vital to business success in today’s mobile-first economy. E-commerce sales increased 23.2 percent in 2017, making up over one-tenth of total U.S. sales, eMarketer estimates. Online sales are growing five times faster than offline sales, and will account for 17 percent of total sales in the United States by 2022, Forrester projects.
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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
Customer Service Life
APRIL 11, 2018
In episode 54 we first share our favorite international dining experiences. We then discuss the all important topic of contact center scheduling and ways to balance the needs of the company with the needs of our agents. Here are the questions for the episode: Icebreaker Question: What’s the best meal you’ve ever eaten in another country?
Amity
APRIL 11, 2018
When it comes to onboarding a customer successfully, you need to know when to let the reigns loose and let your customer soar. But when is the right time to do so? Let go too quickly and adoption will plateau. Let go too late and you’re looking at being a part of never-ending, back and forth emails filled with questions about your product. By the nature of putting plans into place, we tend to focus on dates, but Day 30 isn’t anything magic, it’s when the customer has advanced e
Olympia Consulting
APRIL 11, 2018
Would not hire an electrician who did not have any eyebrows? Probably not, as that would be a good indication that they did not know what they were doing. A Common Experience Many years ago, my wife and I were in the market for a minivan. I had done my research on the internet and … The post Top Ten Customer Turnoffs: “Lack of Product or Service Knowledge” appeared first on Olympia Consulting.
NICE inContact
APRIL 11, 2018
Global business process outsourcing (BPO) presents some formidable challenges for Webhelp Nordic. The company handles customer service for 30-plus clients based in five different countries—Sweden, Denmark, Norway, Finland and Latvia—including numerous international brands in the retail, streaming media and insurance industries. And those clients have customers of their own, often in different countries.
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.
CX Journey
APRIL 11, 2018
Image courtesy of Pixabay Does your CEO - and your entire leadership team - really care about their employees? I had another blog post in the hopper for this week, but when this article came across my desk, followed by a phone conversation with Bob Chapman, I knew I needed to write something different, something that is top of mind for me now - and often - as I work with my clients.
GetFeedback
APRIL 11, 2018
Want to keep tabs on customer sentiment without the hassle? With our prebuilt survey question, measuring customer satisfaction is easier than ever.
Outsource Consultants
APRIL 11, 2018
Melissa Thompson’s recent article points out that customers will stay on hold longer if there is music playing than if there’s only silence while they wait. However, for reasons provided in Thompson’s article, companies often use boring elevator music instead of popular songs. This may seem trivial at first, but hold music factors into the big picture of the customer experience.
Eptica
APRIL 11, 2018
Date: Wednesday, April 11, 2018 Why brands need to capture deeper customer insight from unstructured data. Published on: April 11, 2018. Author: Taoufik Massoussi Understanding customer needs and emotions is central to delivering the experience that today’s consumers demand. However, most current Voice of the Customer (VoC) programs focus on structured data , from sources controlled by the company, such as feedback surveys sent out to consumers.
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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.
Infinity
APRIL 11, 2018
Every time someone calls your contact centre for the first time, you know nothing more about them than their phone number. An IVR may help to perform some filtering, but you’re still in the dark with regards to where they came from, what they already know, and how they got there. Establishing this understanding takes valuable minutes that give a poor experience to the customer, and is exceptionally wasteful when scaled up.
InTheChat
APRIL 11, 2018
It’s hardly news that brand loyalty is gone, and is not likely to return any time soon. In today’s marketplace, brands can no longer expect established brand equity to be a differentiator. What has emerged as the new. The post Solving the contact center customer/agent cycle of frustration with CRM and channel consolidation appeared first on InTheChat.
Aspect
APRIL 11, 2018
It doesn’t matter if you’re talking about a job interview, a team meeting or your annual physical. The saying holds true no matter what the occasion: if you’re not early you’re late. In order to prepare for all the obstacles that life is certain to throw in your path, you’ve got to be proactive, strategic and measured. So as we collectively set our clocks forward this Spring, we are reminded that it’s time to slough off the Winter weather and let 2018 kick into high gear.
Bright Pattern
APRIL 11, 2018
Last month, we welcomed Brian Hays to the Bright Pattern team as the Senior Vice President of Global Sales and featured him in a Q&A discussion on his experience in the contact center space. Today, in this exclusive interview, we are giving you an insider’s look at Hays’ view of the future of technology and innovation in the contact center industry.
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!
ClientSuccess
APRIL 11, 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.
Uniphore
APRIL 11, 2018
A few weeks ago, Gartner revealed a pretty stunning prediction : by 2020, 40% of bots and virtual assistants launched in 2018 will have been abandoned. This development was actually pretty predictable. Core technologies to build intelligent assistants have matured rapidly and are widely available. It triggered a vendor "gold rush" building chatbots.
Customer Experience Matters
APRIL 11, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Apple for earning the top customer experience rating across software firms.
Call Center Weekly
APRIL 11, 2018
How do you ensure you are hiring the right person? I aim to hire the right person, and teach the skills, versus hiring for skills, and having the wrong person. Therefore, the my focus is not solely on a candidates technical acumen. Instead, I focus on the person. I want to be confident they have the necessary people skills to improve the team. I want to be confident I have the right person assisting customer.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Customer Experience Matters
APRIL 11, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Amazon (Kindle) for earning the top customer experience rating across computer & tablet makers.
Verint
APRIL 11, 2018
Join April 12 Webcast to Explore Key Findings and Takeaways from This Research. Additional results from our large-scale study of more than 36,000 consumers across 18 countries highlight the importance of transparency and trust. The study reveals organizations must balance a fine line between personalization and collecting data for customer engagement purposes.
Jon Arnold
APRIL 11, 2018
My newsletter - Communications and Collaboration Review - is starting to become a thing now, and the April edition has just been sent to subscribers. To get it, you need to sign up , so with every new edition, I need to support it with a blog post so people will know it's out there. So, as I did for last month's newsletter, here's the story. Visitors to my website will know that I produce a newsletter, available on a sign-up basis.
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