Contact Center Pipeline
APRIL 24, 2018
I’m pretty sure, regardless of the size of your center or company, you seek to deliver a great customer experience. And I’m willing to bet your customers have a choice of channels. Unfortunately, I’m almost nearly as confident that your customers sometimes feel pain from their inability to easily cross channels and achieve the coveted […].
TechSee
APRIL 24, 2018
What is unboxing and why is it an important focus for brands? Product unboxing goes way beyond the simple act of unpacking a new device. It is an integral part of the installation, activation and operation of a newly purchased electronic device. With a growing number of DIY enthusiasts purchasing consumer electronics, this type of hands-on guidance is in high demand.
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HGS
APRIL 24, 2018
What Is Good Customer Service? Start with Answers to 5 Questions. By Joanne Morrison, HGS Head of North American Marketing. The road to optimized customer experience is a long and winding journey, and you may find yourself often asking, “Are we there yet?” As indicated by research, don’t be blinded by the rush to get to that last stop. In other words, do you think your company’s customer service is better than it really is?
Customer Guru
APRIL 24, 2018
What should customers do to claim great customer experience from any business? All this while we have been talking about how companies can improve customer experience. I believe customers play an important role in ensuring they have a great experience; after all, they are the most important stakeholder in it. Organisations expend substantial efforts to deliver and improve exceptional customer experience.
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Fonolo
APRIL 24, 2018
It’s been an exciting year so far in the world of contact centers. In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. A new pricing model, based on pure consumption, seems to be emerging. A new privacy regulation (GDPR) has multiple impacts on call centers that operate in, or provide service to, Europe.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Quadient
APRIL 24, 2018
Think about your enterprise and how you might have a bigger impact in your market today. If you were to change one major item about your offering to market, to better compete and grow your market share, what would it be? More diverse product offerings, cloud-based delivery models, lower prices, a faster supply chain?
Olympia Consulting
APRIL 24, 2018
Several years ago, I walked into my eye doctor’s office. Since I wear contact lenses, I need to replenish my lens supply every six months. On that day, I was the only person in the office as I walked up to the receptionist. She was busily typing on her computer. She did not acknowledge my … The post Top Ten Customer Turnoffs: “Uncaring Worker or Leader” appeared first on Olympia Consulting.
Fonolo
APRIL 24, 2018
It’s been an exciting year so far in the world of contact centers. In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. A new pricing model, based on pure consumption, seems to be emerging. A new privacy regulation (GDPR) has multiple impacts on call centers that operate in, or provide service to, Europe.
Nexmo
APRIL 24, 2018
As the adoption of cloud, SaaS and PaaS applications continues to grow in the enterprise, so does the challenge for companies to integrate their many disparate web-based and on-premise apps. Integration Platform as a Service (iPaaS) was born from the pain felt by businesses that needed a functional way to connect data residing in and […]. The post Built.io + Nexmo = Easy Integration of Voice and SMS into Customer Workflows appeared first on Nexmo.
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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
Toister Performance Solutions
APRIL 24, 2018
Coins can be a mini customer service hassle. Think about the last time you bought something with cash and needed to collect change. There's an awkward exchange as the cashier hands you the bills and then dumps the coins on top of it. It's tricky to hang on to everything. A drive thru line is the worst place for this to happen. I've sometimes found myself too close to the wall of the building to open my car door and retrieve the lost change.
Mindtouch
APRIL 24, 2018
While there are many trends helping to transform self-service customer support, few garner as much conversation as automation. The A-word. To some, the word automation creates nauseating waves of existential dread. Automation will make traditional customer support roles obsolete , they whisper. Chatbots are taking over. Yet there is another, more tempered view that has gained traction over the past few years: automation is not likely to steal every last customer support job; but it will transfor
Connecting the Dots
APRIL 24, 2018
CCMC ~. With increasing focus on the customer experience, one might think customers would be more satisfied than ever, but this is simply not the case. Problems are on the rise, negative WOM is increasing, and nearly 25% of customers fail to complain about serious problems because they are so cynical about service. Ignoring this reality puts significant revenue at risk.
Andrew Mcfarland
APRIL 24, 2018
Earlier this year LL Bean made the news after they announced they were discontinuing their Lifetime Product Guarantee. Of course, a subset of customers were dismayed and ranted on social media channels. Instead of vilifying LL Bean, let’s applaud them.
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.
Connecting the Dots
APRIL 24, 2018
With increasing focus on the customer experience, one might think customers would be more satisfied than ever, but this is simply not the case. Problems are on the rise, negative WOM is increasing, and nearly 25% of customers fail to complain about serious problems because they are so cynical about service. Ignoring this reality puts significant revenue at risk.
Customer Experience Matters
APRIL 24, 2018
Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. That’s why Temkin Group has been measuring forgiveness for eight years. This product is the dataset, in excel, for the 2018 Temkin Forgiveness Ratings (TFR).It uses feedback from 10,000 U.S. consumers to rate how likely consumers are to forgive 318 organizations across 20 industries after they make a mistake.
Comm100
APRIL 24, 2018
Have you ever experienced that feeling when you encounter a new piece of information that completely shifts your understanding of the world around you? Whether it’s a great book, an enlightening movie or a blog post with a fresh perspective you’d never considered, those moments are at the core of all great learning experiences. As a manager or trainer of a customer service team, you’ll know that excellent customer service teams aren’t born that way.
LiveVox
APRIL 24, 2018
A Consent-based Approach to Multichannel Engagement Workflows with Cloud Multichannel is not a new concept, as some of you may be reading this on your mobile phones know, and the pressure continues to mount on contact centers to evolve. For those in highly regulated environments, the adoption of non-voice channels has been relatively sluggish. This.
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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.
iCiDIGITAL
APRIL 24, 2018
“With a tightly constructed Salesforce integration into AEM, we were able to tremendously improve our productivity along with saving money. Our leads were better organized, in a central location, and we now have a system to build a process around.” -Fortune 100 Client. Salesforce is a lead management system that has been around since the 90’s and is one of the most established and comprehensive CRM’s available on the marketplace today.
Service Strategies
APRIL 24, 2018
Measuring customer experience based on the services your company provides requires that several types of survey instruments be used. It is very important to your overall business health and growth potential. Happy customers lead to more sales and more referrals. The post Measuring the Customer Experience appeared first on Service Strategies.
Verint
APRIL 24, 2018
Engage18: On The Inside. Most parents would agree that the average four- to five-year-old has a mind filled with questions. They aren’t afraid to ‘let them loose,’ as the saying goes. Most children are also not afraid to get involved in activities. They love to be a part of the excitement and, often, don’t shy away from getting their hands a little dirty.
Lumoa
APRIL 24, 2018
The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. At the same time, NPS is often a subject of critics and misunderstanding. In doubts, I wanted to reach out to the thought leaders and influencers to know what they think of NPS, or rather, according to the best traditions of NPS, if they would recommend NPS to a fellow CX colleag
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!
ShepHyken
APRIL 24, 2018
7 Secrets for Successful Surveys . How would you like to provide a better survey experience for your customers? Shep Hyken speaks with Martin Powton, Marketing Manager at Wizu. They discuss the importance of receiving feedback and how to overcome some potential issues with creating the wrong survey for your business and your customers. . Top Takeaways: Seven Secrets of Successful Surveys.
CSM Magazine
APRIL 24, 2018
When your company’s reputation depends on positive feedback your number one goal is to make sure every customer has the best possible experience. Here are 10 ways to help you get your customers raving about your business. 1. Examine Each Touch Point – Before you can make any drastic changes, you must first determine what your touch points are and how customers currently feel about each of these areas.
LiveChat
APRIL 24, 2018
Your marketing emails can be the best friend who shows up with a surprise bottle of wine and hot pizza just when you need it. They can also be the guy who disrupts your dinner trying to sell magazine subscriptions. If you want to fall into the first category, make sure your content marketing is engaging enough for customers to open your emails. Build Your Foundation by Articulating Your Goal.
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