Contact Center Pipeline
OCTOBER 10, 2018
Customers expect choices when they need to reach out for service or support. They want to interact with brands via their preferred channel, be it voice, text, chat, social media or email. Companies generally are doing their best to accommodate customers’ access demands by adding more digital channels to their lineup. However, in the rush […].
Bright Pattern
OCTOBER 10, 2018
The phrase, “As you sow, so shall you reap,” is a lesson to be learned by anyone and everyone who wants to be happy. Especially for those who want to keep their customers delighted, this phrase should be the holy grail.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
NICE inContact
OCTOBER 10, 2018
Our recent CX Grand Slam Webinar Series is a four-part event loaded with insights from industry experts. In the second episode, Building Continuous CX Improvements in Your Contact Center, Nate Brown, co-founder of CX Accelerator, shared his expertise regarding how to build an all-star contact center. As a follow up, Mr. Brown has provided input into the following Questions and Answers: 1) Please translate the “Metrics” acronyms – CES, NPS, Churn Rate, LTV and EX, and how these help
Callminer
OCTOBER 10, 2018
We asked 20 call center pros to share the most undervalued call center metrics. If you want to improve agent performance, check out their responses to find out if you’re overlooking important KPIs.
Advertisement
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.
ShepHyken
OCTOBER 10, 2018
The Pasta House Company is a local chain of Italian restaurants that have been around since 1974, since I was just a kid. On Monday nights they had – and still do have – an “All You Can Eat” special. I loved that. All the salad, pasta and garlic bread you could eat for one low price. When I was a teenager, my buddies and I would all meet at the Pasta House on Monday nights to take advantage of the special.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Aspect
OCTOBER 10, 2018
It’s become obvious that cloud solutions are no longer just an element of the future. Many organizations are realizing that with its maturity the potential drawbacks have disappeared. Security is robust, integration with third-party solutions is seamless and reliability is a given. Gartner recently forecasted global public-cloud revenue will grow by over 21 percent this year. .
GetFeedback
OCTOBER 10, 2018
In 2003, business strategist Frederick Reichheld published an article in Harvard Business Review in which he states that “the only path to profitable growth may lie in a company’s ability to get its loyal customers to become, in effect, its marketing department.”. To identify these loyal customers, Reichheld advises implementing a Net Promoter Score (NPS) survey, which is a simple way of gauging a customer’s loyalty to your brand and a good predictor of how well your business will perform
ClientSuccess
OCTOBER 10, 2018
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for 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. Each day we learn from the trenches what it takes to make clients happy and successful.
AskNicely
OCTOBER 10, 2018
Your company’s brand is more than a cool or cute logo and colors meant to evoke emotions. Your customers start to care about your brand when they can connect the visual identity with a personal emotional response. Do they identify themselves amongst your audience as part of your “tribe”? Are they connected to brand stories and share far and wide?
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.
Centriam Customer Experience Lab
OCTOBER 10, 2018
Maggie had a problem. In addition to her "day job" as marketing director for a regional telecom, she had been assigned a pilot project to gather more customer experience data. She knew she could send out more surveys but was wary if that would have any lasting impact. After all, had her company made any changes after five years of reviewing the annual customer satisfaction survey?
Etech GS
OCTOBER 10, 2018
Employee development is key to any company’s success. For Etech, this principle forms the cornerstone of its approach to employee relations, which centers on 12 character commitments essential to support effective implementation of servant leadership. Integrity. Employees need to know they can rely on their leadership and on one another. Fostering a spirit of integrity is the first important step towards building a cohesive, motivated team.
Micah Solomon
OCTOBER 10, 2018
[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). The standard level of customer service at most modern companies is reactive. Reactive service isn’t the worst thing in the world (it’s a lot better than negative service), but it’s not an effective way to create loyal cust
Interactions
OCTOBER 10, 2018
OCTOBER 10, 2018 I admit it. I can be pretty. Read more » The post When emotions run high, the “cooler head” may be made of silicone appeared first on Interactions Resource Center.
Advertisement
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.
Amity
OCTOBER 10, 2018
Let me start by saying that we love a great guest post! Sharing the ideas of other Customer Success Professionals can help give our community a whole new perspective on the Customer Success world! We are looking for original articles that offer best practices, guides, and tips on the topic of Customer Success. You can write about strategy, processes, data, people or anything you think would add value to the field of Customer Success.
Avoxi
OCTOBER 10, 2018
With over 17 years experience as a leading virtual number provider, AVOXI continues to deliver reliable number services to thousands of business around the globe. In this article we provide a detailed breakdown of the different types of virtual numbers and their associated costs in the United States, United Kingdom, Hong Kong and China. Your… The post How Much Do Virtual Phone Numbers Cost?
GetFeedback
OCTOBER 10, 2018
How to create and distribute a Net Promoter Score (NPS) survey that'll build customer loyalty, drive brand advocacy, and help your business grow.
SharpenCX
OCTOBER 10, 2018
Product improvements Chat Sessions We’ve improved our chat! If you’re on a chat with a customer and it’s ended, then your customer starts another chat in the same browser without refreshing the page, a new queue interaction will be created. Read More. The post Released October 10, 2018 appeared first on Sharpen Contact Center Software.
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!
TELUS International
OCTOBER 10, 2018
Discover the three healthcare industry trends that are making customer service more important than ever.
Chip Bell
OCTOBER 10, 2018
The following is a guest post by customer service and customer experience expert, Shep Hyken. I believe that that the next competitive differentiator will be convenience, and I’ve written an entire book on the subject, The Convenience Revolution. Offering customers convenience is essential to keep them coming back. It takes your customer service and customer experience to the next level.
Tethr
OCTOBER 10, 2018
What company today doesn’t profess to be “customer-centric?” It’s become such a platitude in the modern business world that managers rarely stop to question what it really means. When I ask leaders what they mean by being “customer-centric,” they typically tell me that it means putting the customer’s interests first—the belief being that the best way to generate value for the enterprise is to first deliver value to the customer.
Revation Systems
OCTOBER 10, 2018
Whether it’s ordering groceries directly to your doorstep via the click of a button or visiting a mortgage consultant via mobile video, technology has made countless daily tasks more accessible and efficient. In fact, the influence of technology seems so vast that many wonder how our society ever survived without the conveniences of modern technology.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
CSM Practice
OCTOBER 10, 2018
Introduction. This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO for Client Success. Dave asked me if I might be interested in taking part as a judge for The Customer Success Innovator of the Year Award that takes place each year during CS100 Summit. For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the Client Success team makes everyone feel m
Jon Arnold
OCTOBER 10, 2018
My newsletter is becoming a regular thing now, and the current issue has been sent now to subscribers. Of course, I’d love for all my readers to be subscribers, but that’s your call, not mine. First, you have to be following me, of course - but since the newsletter is fairly new, you need to know about that as well, and that’s why I’m writing this post.
CSM Practice
OCTOBER 10, 2018
. This summer, I received a call from one of my favorite customer success community leaders, Dave Lake who is the CEO for ClientSuccess. Dave asked me if I might be interested in taking part as a judge for The Innovator of the Year Award that takes place each year during CS100 Summit. For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the ClientSuccess team makes everyone feel more like they are at an aweso
24-7 InTouch
OCTOBER 10, 2018
When looking for potential candidates, most companies focus on recruiting people with a solid combination of education, experience and culture fit. This usually means only hiring candidates who are a little older and have some career years under their belt. But guess what? It might be time to reconsider that strategy.
Advertiser: ZoomInfo
Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr
CSM Practice
OCTOBER 10, 2018
All About the Customer Success Performance Indicator . This summer, I received a call from one of my favorite customer success community leaders, Dave Lake (CEO for ClientSuccess ) who asked me if I might be interested in taking part as a Judge for The Innovator of the Year Award that takes place each year during CS100 Summit. For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the ClientSuccess team makes every
Nuance
OCTOBER 10, 2018
It’s no secret that today’s culture has adopted more of a self-help mentality. Not only do we prefer to serve ourselves when dealing with our bills or bank accounts, but we like to dabble a bit with DIY. From DIY cooking to DIY home repairs, from DIY language learning to DIY crafting, YouTube has become […] The post Ask the expert about customer engagement innovation appeared first on What’s next.
Talkdesk
OCTOBER 10, 2018
No matter the service, product or industry, consumers have plenty of options when it comes to the organizations in which they put their trust. In this digital world where consumers have more choice and higher service expectations than ever before, customer experience is a powerful differentiator. So how do we, as CX organizations, embrace customer experience as a competitive advantage?
Expert insights. Personalized for you.
140 
Let's personalize your content