ShepHyken
FEBRUARY 20, 2018
Great Customer Experiences Start with Great Employee Experiences: Valuable Lessons From Comcast. Shep Hyken Interviews Tom Karinshak, Senior VP of Customer Service at Comcast. Are your employees properly equipped? . . ? <span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” class=”mce_SELRES_start”><span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; over
Callminer
FEBRUARY 20, 2018
Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and call center compliance issues can arise. But it isn’t as simple as it may seem.
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Contact Center Pipeline
FEBRUARY 20, 2018
Passing the baton” refers to handing over a particular duty or responsibility to someone, as in a relay race. Years ago, I devised a leadership seminar and much of the program’s focus was on communication. We actually handed out relay race batons to illustrate the action of “handing off” information. Business is about communication regardless […].
GetFeedback
FEBRUARY 20, 2018
When it comes to improving CX, not all KPIs are created equal. Measuring customer effort score can prove to be the most potent source for CX insight.
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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.
Customer Guru
FEBRUARY 20, 2018
At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
GetFeedback
FEBRUARY 20, 2018
When it comes to improving CX, not all KPIs are created equal. Measuring customer effort score can prove to be the most potent source for CX insight.
Mindtouch
FEBRUARY 20, 2018
There is one secret to successful advertising that far too many companies overlook: help content. Good help content can engage customers with branded, search-optimized information that’s useful and relevant. Executed well, help content can be a real-time advertising platform for your company, one with the potential to create loyal customers and won’t require any advertising budget.
Eptica
FEBRUARY 20, 2018
Date: Wednesday, February 21, 2018 5 tips to transform your social customer service. Published on: February 21, 2018. Author: Pauline Ashenden Consumers are spending more and more of their time on social media networks, with the likes of Twitter and Facebook now vital sources of news, information as well as places to interact with friends, families and brands.
Altivon
FEBRUARY 20, 2018
Experts from Altivon and Leaden Associates recently held a web event focused on ways that healthcare contact centers can be more efficient and future leaning. Areas of interest include proactive outbound dialing for reminders, virtualizing for truly mobile communications and promoting video for pre-op and post-op follow-up. Program Highlights. Guiding principles of optimization.
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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
SharpenCX
FEBRUARY 20, 2018
A recent study found that agents’ workspaces impact their performance. Here are a few small changes you can make now to improve your agents’ performance. [.]. Read More. The post How Small Changes To Agents’ Workspaces Can Have A Big Impact On Performance appeared first on Sharpen Contact Center Software.
Toister Performance Solutions
FEBRUARY 20, 2018
Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. People often ask us how we advertise The Overlook. They want to know if they can find the cabin on Airbnb, VRBO, TripAdvisor, or other popular vacation rental websites.
Provide Support
FEBRUARY 20, 2018
Customer Self-Service and Its Value. In any interaction, allowing another person to take the initiative and choose the terms of communication tends to empower them and enhance their experience. This is the main reason why customer self-service is so popular nowadays, as well as the main reason why it adds so much to the value of your brand. Aside from this, it is quite potent as a tool of reducing your company’s overhead, providing significant time-efficiency as well as allowing your customers t
Revation Systems
FEBRUARY 20, 2018
Interested in learning more about how fintech and chatbots are enhancing the customer experience at banks and credit unions today? Join our team, along with other top leaders in the financial field, at the 7 th Annual Bank Innovation Conference (March 5-6). Located at the Parc 55 Hotel in San Francisco, we’ll be discussing new innovations that are enhancing the client experience and what the latest technology means for banks around the country.
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.
Andrew Mcfarland
FEBRUARY 20, 2018
I’ve written in the past about how following your own path can lead you in surprising and rewarding directions. For readers who doubted (and perhaps still doubt) whether or not this is actually possible, here’s a great example. I recently.
Chip Bell
FEBRUARY 20, 2018
“Set the table” was a directive that triggered a nightly dining room chore when I was growing up. Sometimes my sister got the table setting task; it meant I would be washing the dishes after the meal. I learned early that the knife and spoon were to be placed to the right of the dinner plate with the cutting edge of the knife turned toward the plate.
CSM Magazine
FEBRUARY 20, 2018
When it comes to having a focus on customer service so you can make more sales and generate more referrals and testimonials, there are lots of different things you can work on. This includes being available at the times and touchpoints customers use; training your team better; and making more comprehensive information available to consumers. However, all of this can be for nothing if you lose client trust because your database or other company systems get hacked.
Solvvy
FEBRUARY 20, 2018
The post Customer-Centricity Model: A Framework for Delivering “Wow” Moments appeared first on Solvvy.
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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.
CSM Magazine
FEBRUARY 20, 2018
As a vital component in today’s marketplace, learn how AI is is harnessing the power to revolutionize the customer experience. One of the most disruptive technologies of our time is Artificial Intelligence (AI) which makes it possible for machines to learn from experience, adjust to new inputs and perform human-like tasks. With the capacity to drastically change our entire world, early adopters are already experimenting with the lucrative functions of AI, especially within the contact center wor
Aspect
FEBRUARY 20, 2018
Last month, we released our 2017 Consumer Experience Index. One theme that is clear throughout the Index is that consumers today want to use connected devices and intelligent assistants for customer service. While Millennials are driving this force, Gen X and Boomers are being influenced by it making the AI evolution something organizations can no longer stand to ignore.
EPIC Connections
FEBRUARY 20, 2018
This is the second in a series of articles offering a guide to help your decision-making process. Read the first article here. Today’s global economy offers a world of call center location options that come with overwhelming amounts of data points for each country and city. So, how do you effectively evaluate call center locations and select the right destination to achieve your business goals?
LiveChat
FEBRUARY 20, 2018
A common question that businesses ask in relation to SEO is ‘how long will it take to work?’ It is natural that when you are investing in a marketing service that you want to ensure that it is as successful as possible. Otherwise, it is not a worthwhile investment to make. However, the issue with this question is that unfortunately, sometimes the answer is more complicated than the question itself.
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!
Verint
FEBRUARY 20, 2018
Remember that the Verint Systems Engage global customer conference takes place May 14 - 17, 2018 in Dallas, Texas—an interactive event designed to help customers and partners engage with industry peers and make the most of Verint solutions. Did you have a chance to read the blog last month from Rob Lamoureux that highlighted the Engage customer awards and a call for speakers?
Lumoa
FEBRUARY 20, 2018
Customer experience plays an important, if not the most important role in success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. How do you stand in that competition? Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control.
TechSee
FEBRUARY 20, 2018
Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. You may not realize it, but every time you change your password, track a package, or pay a bill without calling the company for assistance, you are performing a self-service task.
Comm100
FEBRUARY 20, 2018
Source: Alex Knight. It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. There’s a reason why we’re so attracted to Chatbots (or at the very least, drawn into the conversation): Chatbots promise to do many things.
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
Fonolo
FEBRUARY 20, 2018
Rumors broke on Friday that Twilio will be launching its own call center product called “Flex” next month. If true, this would be a major shake-up of the cloud call center world. There are already many cloud call centers available, but this one is different. First, Twilio has strong financial resources to develop and market this new product. Second, Twilio has an advantage over most other competitors in that it runs a massively scaled, global telephony network.
Jon Arnold
FEBRUARY 20, 2018
Am way behind sharing my recent published posts here on the blog. ITExpo was very good last week, and I'll have a post on that any day now. Looking ahead, I've got a post coming about next month's Enterprise Connect, so watch for that as well. For now, I'm sharing a link to this writeup I did for TechTarget. It ran on their site middle of last week, and has been getting a lot of social media buzz.
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