ShepHyken
AUGUST 8, 2017
Gadi Shamia Discusses the Latest Trends in Customer Service and How to Create a Better Experience. How can you use technology to create a better experience for your customers? Shep Hyken interviews Gadi Shamia, COO of Talkdesk, about how you can improve your customer service. First Up: Shep Hyken’s opening comments discuss the company Talkdesk, their upcoming roadshow , and how to improve your customers’ experiences.
Myra Golden Media
AUGUST 8, 2017
Look at the magic Christina worked with me today! This week, I’m filming video training for a client in Southern California. Each morning before we shoot, I get treated to makeup art by Christina, a talented, gorgeous and charismatic makeup artist. The first day I worked with Christina, she asked me about what I teach in my videos and training classes.
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ShepHyken
AUGUST 8, 2017
Gadi Shamia Discusses the Latest Trends in Customer Service and How to Create a Better Experience. How can you use technology to create a better experience for your customers? Shep Hyken interviews Gadi Shamia, COO of Talkdesk, about how you can improve your customer service. First Up: Shep Hyken’s opening comments discuss the company Talkdesk, their upcoming roadshow , and how to improve your customers’ experiences.
Contact Center Pipeline
AUGUST 8, 2017
Kristine Hartkopf’s customer service career trajectory is inspirational. It’s a perfect example of the potential for professional development that the contact center environment can provide to those who are willing to take charge of their growth. Hartkopf is the customer experience program manager at Freeman, which provides integrated services for face-to-face marketing and brand experiences, […].
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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.
The Center for Client Retention
AUGUST 8, 2017
Looking for a guide to build your customer care training session off of? Then look no further than the TV in front of you! Not everyone learns the same way, and today we are sharing with you some examples that excellent customer service training can adopt for those who may be more visual or auditory learners. Many of us have sat through these training sessions that involve slide after slide of text heavy information and a droning voice going on and on about what to do and what not to do.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Aspect
AUGUST 8, 2017
The omni-channel world has changed the customer service environment into an increasingly complex one to navigate. As organizations continue to embrace the omni-channel customer experience, they need to ensure that their backend workforce capabilities are ready to support it. Aspect Via provides workforce, quality and performance management allowing companies to adapt rapidly to the changing environment, in a cost-effective way.
Fonolo
AUGUST 8, 2017
As with any relationship, there are always ups and downs; good days and bad days. Sometimes you do things that can be forgiven (we all make mistakes right?), and some people are more forgiving than others. But we all have a breaking point, and sometimes, like with human relationships, businesses can also take loyal customers for granted, making mistakes so bad that they lose them forever.
Strategic Contact
AUGUST 8, 2017
In the era of “five nines” of reliability, contact center leaders didn’t worry too much about the resiliency of their technology: it was always up. Yet several factors have elevated the need for improved contact center resiliency: Delayed technology investments come home to roost when a formerly reliable machine starts to have bad days, or.
Andrew Mcfarland
AUGUST 8, 2017
Peter F. Drucker once opined that, The purpose of business is to create and keep a customer. Acquiring (creating) a customer is difficult because the sales and marketing organizations must align company capabilities with customer needs. If alignment occurs, a.
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!
CX Journey
AUGUST 8, 2017
Image courtesy of Pixabay I originally wrote today's post for Clicktools. It appeared on their blog on December 30, 2016. How well have you thought out your candidate experience? Is it designed to attract or to frustrate? Do your candidates sing your praises, or do they regret the day their resumes crossed into your inbox? Do they feel like they've thrown their resumes into a sea of other candidates, waiting patiently for a response from your recruiter or the hiring manager, only for that respon
OrecX
AUGUST 8, 2017
If you have ever called into a contact center, chances are you have heard the phrase before: “This call may be recorded for training quality assurance purposes.” We may not think much of it, and completely forget we’re being recorded once an agent answers the phone. While the customers calling in never get to hear that recording, or ever even know if the information truly does help training, the opposite is true within the Contact Center.
Totango
AUGUST 8, 2017
Part III of this video series of interviews with Totango customers features two companies who used Totango to frictionlessly scale their customer success operations and teams. If your company is at a similar stage, these videos can provide ideas about how you can achieve similarly impressive results. Anthony Enrico, Director of Customer Success, Emailage.
LiveChat
AUGUST 8, 2017
Entrepreneurs are mostly strong, open minded and risky people. But did you know that many of them are also scared? What are they scared of, you may ask but the answer is pretty simple – They have intense fear of failure. “Should I launch this product, or will it fail to sell?” “The results are so poor, it’s devastating!” “We need to make it perfect before anyone can see it.”.
Speaker: Dave Seaton, CEO of Seaton CX
Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.
ClientSuccess
AUGUST 8, 2017
This live webinar is over and is now available as a recorded version. You can watch the recorded version here. Webinar Details. Aaron Fulkerson, CEO of MindTouch, interviewed Dave Blake, CEO of ClientSuccess, about the major mistakes to avoid in the onboarding process. Register to watch the recorded webinar here: Customer Success Pitfalls to Avoid During the Post-Sale Process.
ForeSee
AUGUST 8, 2017
With retail and mall traffic down, it's more important than ever to improve conversion metrics, but find it difficult to understand why people visit a store without buying. These "store nonpurchasers" (SNPs) represent a huge chunk of traffic to a store — accounting for up to 50 percent of visitors, according to recent ForeSee research. The post Solving the mystery of the non-buying consumer | RetailCustomerExperience appeared first on ForeSee.
Talkdesk
AUGUST 8, 2017
Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. Taking a Hands-On Approach to Agent Training. OpenTalk Session Host / Moderator: –> Jon Braga, Customer Experience, Innovator.
Clarabridge
AUGUST 8, 2017
Many organizations have settled on one global Business Intelligence (BI) tool. Either your IT team has said, “all reports will be done in Tableau” or they’ve settled on SAP’s Business Objects, Oracle’s Hyperion, or one of the newer tools, like Domo. In any case, IT did this for their own sanity and because let’s face it, BI software helps an organization drive consistent company-wide distribution of key metrics about the business.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Verint
AUGUST 8, 2017
In parts one , two and three of this blog series, we looked at the background of Smart City initiatives, how sensors and other devices can make life better for us all, and the role that citizens and employees—humans, in other words—have to play in making our cities smarter. In this final part, I’ll be looking ahead to where the rise in home automation systems and so-called Artificial Intelligence (AI) might take us in the future.
Aria Solutions
AUGUST 8, 2017
Integration is a cornerstone of today’s enterprise environments with their multitude of enterprise resource planning (ERP) systems. The power of those software applications does not lie only in the functionality that they provide themselves, but in their ability to communicate with one another, in order to make data flow seamlessly through the environment.
Toister Performance Solutions
AUGUST 8, 2017
Everyone wants a better survey response rate. The Center For Client Retention (TCFCR) recently shared some data about business-to-consumer (B2C) surveys that revealed an easy way to improve results. TCFCR helps businesses conduct customer satisfaction research. The company's client focus is primarily Fortune 500 companies in business-to-business (B2B) and B2C segments.
NameShouts
AUGUST 8, 2017
Based on information provided by the Japan Times , we’ve compiled the pronunciations of the 100 most common Japanese family names. Whether you’re planning a trip for business or pleasure, or just anticipating being on the phone with a Japanese client, it’s always important to be capable of pronouncing Japanese names right. By knowing how to pronounce a person’s name, you may find it easier to close deals, make solid impressions, or just find new connections and friends al
Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts
In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.
Natalie Petouhof
AUGUST 8, 2017
Tweet If you’re in the business of developing new and improved ways to market your company, we have 10 tried & tested strategies for you, that worked wonders for Apple. Everything from customer service to brand message and pricing, Apple incorporated have built their empire with the following marketing techniques that are not only simple but also very effective.
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