ShepHyken
FEBRUARY 6, 2018
Hitting the Reset Button on Omni-channel Customer Service. Shep Hyken Interviews Murph Krajewski, VP of Marketing at Sharpen . Are you where your customers want you to be? . . ? <span data-mce-type=”bookmark” class=”mce_SELRES_start”>?</span><span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” class=”mce_SELRES_start”>?
Contact Center Pipeline
FEBRUARY 6, 2018
On Super Bowl Sunday, we watch to see if our favored team will be the winner… or the loser. There are coaches, trainers, sports medicine teams and a host of support staff helping to get the most out of their players to deliver results. This sounds familiar to what we do every day in our […].
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Peter Lavers
FEBRUARY 6, 2018
We’re delighted to report that our founder Peter Lavers has again been featured by Capterra as one of the top influencers in the world in the field of Customer Experience. Peter is the only Brit on the list and is delighted to be included. He didn’t set out to be an ‘influencer’ or ‘guru’ on the subjects of customer experience, CRM, CVM, and increasingly the applications of Artificial Intelligence in marketing.
Lumoa
FEBRUARY 6, 2018
The future of customer experience is decided. Isn’t it? Probably not. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Some time ago we released the first part of the interview answers, and this week guests are Lynn Hunsaker, Peter Lavers, Jane Treadwell-Hoye, Melinda Gonzalez, Matt Dixon, Vicki Amon-Higa and Raul Guillermo Amigo.
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.
Peter Lavers
FEBRUARY 6, 2018
A little while ago a Helsinki-based customer feedback analytics company called Lumoa asked me to contribute to a blog series they were writing on the future of Customer Experience, and what its challenges will be on 2018. I was happy to participate, and the blog with my contribution has just been published. I’d highly recommend reading the whole article (not just my bit!
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Ian Jacobs
FEBRUARY 6, 2018
Your customers are walking, talking contradictions. Forrester data shows that more than half of them want you to value their time, follow them across channels, and answer their questions quickly and easily. At the same time, these customers are overwhelmingly worried about how they share personal data – 60% of online North American adults believe […].
Olympia Consulting
FEBRUARY 6, 2018
What do people say are the three most important things in real estate? Location, Location, Location. In a similar way, I would suggest that the three most things required to run a successful organization are: Communication, Communication, and Communication! When I have the opportunity to conduct either customer or employee surveys, the number one area … The post Communication!
Win the Customer
FEBRUARY 6, 2018
Still looking to make some resolutions for 2018? Don’t forget to make a few for your small business, too. Much like in your personal life, you can take a number of proactive steps this year to positively impact your business. Plus, what business couldn’t benefit from generating more revenue or fostering better customer relationships? Here are four New Year’s resolutions every small-business owner should consider striving for this year. 1.
UJET
FEBRUARY 6, 2018
Your contact center is your primary method of customer service: one of the first lines of defense when it comes to connecting with customers, sorting out their problems, and ensuring that they have everything they need to be satisfied with your business. In order to make sure that your contact center is handling things the way it should be, you need to be tracking the key performance indicators (KPIs) that let you know whether or not your contact center is effectively meeting its goals.
Advertisement
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
Mindtouch
FEBRUARY 6, 2018
The first event of San Diego PulseLocal 2018 is now behind us. Thanks to everyone who came out! We were proud to host the first meetup here at the MindTouch office in downtown San Diego. Jeff Gould , Director of Premium and Membership Sales for the San Diego Padres, gave an engaging talk about the membership journey at the Padres organization. In his keynote address, Jeff detailed some of the ways the Padres organization has implemented a customer first approach, including strategies for creatin
The Center for Client Retention
FEBRUARY 6, 2018
In January of 2012 almost every financial analyst was forecasting the demise of Best Buy. Amazon was Best Buy’s largest competitor with overall annual sales of $61.9B. Five years later Amazon’s sales have almost tripled to $177.8 B. Although Amazon’s consumer electronics business continues to increase, Best Buy has continued to increase its share too.
Mindtouch
FEBRUARY 6, 2018
Despite the proliferation of new support channels and technology, agent turnover remains the number one problem for contact centers. It’s not a problem to be ignored: agent burnout can diminish call center morale and negatively impact customer support KPIs like CSAT and NPS. Not to mention how expensive it is to constantly hire and train new agents.
SharpenCX
FEBRUARY 6, 2018
Being a contact center agent is a tough job; it’s stressful, tiring, and often thankless. Managers try their best to improve productivity and morale, but most of the time the incentives and programs:· Involve more work· Only benefit a small group· Distract from their jobsIn the end, agents are left with incentive programs that either [.]. Read More.
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.
Toister Performance Solutions
FEBRUARY 6, 2018
Survey begging is a scourge on customer service. This is when an employee asks a customer to give a positive score on a survey by explaining how it will directly benefit the customer, the employee, or both. For example, here's a receipt from the now defunct Sports Authority that clearly indicates what score the customer is supposed to give. The cashier backed this up with a verbal entreaty to mark the survey "highly satisfied.".
Transperfect Connect
FEBRUARY 6, 2018
It’s not unknown that the brands with the best customer experiences prevail in terms of loyalty and profit. Customer Contact Week is a summit for customer experience leaders to discuss and investigate emerging trends in consumer engagement. At CCW New Orleans this January, technology disruptors dominated the conversations and focus groups. read more.
Talkdesk
FEBRUARY 6, 2018
We are excited to announce that we are accepting speaker submissions for Opentalk 2018 ! We are looking for creative storytellers, customer experience innovators and leaders with real-world successes to share. Topics will include omnichannel strategies for integrated customer experiences, AI and machine learning and emerging technologies for sales. As speakers from last year’s Opentalk can attest, speaking at this industry event is an eye-opening experience.
AnomalySquared
FEBRUARY 6, 2018
Why Being Put On Hold Frustrates Customers.
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.
Verint
FEBRUARY 6, 2018
AI is a reality today because recent advances in AI technology have made machines more intelligent. By itself, AI technology doesn’t provide much value. However, when incorporated into an organization’s customer engagement strategy and overall business operations, AI can power automation and help deliver significant results. Automation powered by AI technologies can leverage areas such as robotics, natural language processing, machine learning and cognitive capabilities.
Myra Golden Media
FEBRUARY 6, 2018
Do you find it difficult to get customers to accept your word as final? Like, do they just come back and ask their question another way. Or even better, do they ask to talk to your manager? The thing is, we all need to get better at making our answer the final answer. It’s pretty easy to give a firm answer when you have the right approach. Making your answer the final answer comes down to two things.
Customer Guru
FEBRUARY 6, 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 started the initiative of sharing a series of interviews with top-notch CX experts in India to spread this awareness. Our guest for this week is Mr. Bipin Narang, a leading CX enthusiast in India.
Comm100
FEBRUARY 6, 2018
A knowledge base is a great way of communicating with customers. When written well, it helps direct customers straight to the information they need so customers don’t have to contact the customer support team. It also helps to identify pain points that customers are experiencing and gauge their capability to use your product. You might, however, be puzzled as to which architecture to use, choosing between a customer facing and employee facing knowledge base, and what strategies to use.
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!
NICE inContact
FEBRUARY 6, 2018
Watch first-hand how the customer experience differs for customers using a traditional, multi-channel routing customer service solution, compared to a true omnichannel customer experience in this video. Follow the twins, Jimmy and Johnny, to see for yourself what happens as each of them tries to execute a quite mundane task: reschedule a service appointment for their cars.
LiveChat
FEBRUARY 6, 2018
As you gain more customers, you may think that you need more people to handle chats, answer phones and cover emails. This would result in your customer support team growing proportionally to your business. It’s not a bad thing, but if you always follow the strategy of hiring whenever your business gets bigger, you will end up having an enormous team in a really small office.
Comm100
FEBRUARY 6, 2018
Out of all the customer engagement software tools that are out there, which one is right for your company? The question is a loaded one. Different companies have different needs, and a very diverse number of customer engagement tools are waiting to fill those needs. This blog post will cover several of the top, most sought-out customer engagement tools on the market.
Expert insights. Personalized for you.
189 
Let's personalize your content