ShepHyken

MARCH 7, 2018

The other day I was talking with a gentleman who was as passionate about customer service and experience as I am. He had worked with support centers and we were discussing how important the team in a customer support center is to an organization. Yet, it surprised both of us just how low paid some of these support people are. That made me think about the teller at a bank, the person who is the “face” of the bank for all intents and purposes.

Customer Support 443

Customer Support Banking Customer Service Personalization 443

Contact Center Pipeline

MARCH 7, 2018

Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of Contact Center, Customer Service and Customer Experience Professionals together in person and virtually. Our community loves their customers and routinely goes above and beyond to deliver the ultimate customer experience.

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Contact Center Personalization Customer Experience Customer Service 113

Customer Guru

MARCH 7, 2018

This International Women’s Day, we at Customer Guru would like to honor women CX professionals and entrepreneurs who are working relentlessly to make the lives of their customers happy. In an endeavor to do so, we have collated the stories of women CX and business leaders across the globe and across industries – right from finance to e-commerce, and IT to fashion.

Customer centricity 113

Customer centricity Education Finance Benchmark 113

PeopleMetrics

MARCH 7, 2018

As a CX leader, do you ever feel like you're spending too much time setting up users and dashboards in your feedback management platform when you should be focusing on strategic ways for your organization to improve customer experience? You're not alone. CX leaders, who are often the pioneers of customer experience within their organizations, frequently find themselves going through the motions of setting up their feedback platform instead of doing what they were truly hired to do - collaborate

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Feedback Management Consulting Consulting 76

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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 Experience Matters

MARCH 7, 2018

It turns out that having a customer focus isn’t only good for customers, but it’s also good for employees and financial results. We asked more than 5,000 U.S. employees to identify what they felt was the top priority for their senior executives. We also asked them about their work efforts and the financial performance of their organization.

Customer Experience 74

Customer Experience Employee engagement 74

Contact Center Geek

MARCH 7, 2018

This article originally appeared on ICMI. As contact center leaders, we are always in search of the best way to effectively manage our operations, which can simply translate to how well are we managing costs. But our job is far more than just "managing costs". It is also our job to communicate how our teams impact the rest of the business and the bottom line.

Metrics 63

Metrics Chief Customer Officer Abandon rate Contact Center 63

Customer Guru

MARCH 7, 2018

Jennifer Parnell currently serves as the Deputy General Manager – Customer Engagement at BookMyShow. She comes with 20 years of work experience, of which 15years have been in Customer Experience. About BookMyShow. BookMyShow is India’s largest entertainment ticketing portal today, launched in Aug 2007 as India’s first ticketing aggregator.

Entertainment 62

Entertainment Customer centricity Surveys Feedback 62

Bright Pattern

MARCH 7, 2018

Most cloud call center solutions depend on a specific cloud infrastructure provider or a proprietary data center. Many vendors rely on large providers like Microsoft and Amazon to provide a global reach. The reality of working in the cloud, however, is that no business can operate on a global level when its chosen cloud platform doesn’t.

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Cloud contact Contact Center call center solutions Call Center 62

Customer Guru

MARCH 7, 2018

Radhika Aggarwal is the Co-Founder and Chief Business Officer at ShopClues.com. She is also the first Indian woman Co-Founder to enter the prestigious echelons of the Unicorn Club. As the driving force behind the go-to-market initiatives of ShopClues.com, she has carefully nurtured the brand to make it a household name in less than 6 years. Radhika Aggarwal had received the CEO of the Year by CEO Asia Awards 2016.

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Advertising Customer centricity Customer Experience Customer Support 61

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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

Surveys

Amity

MARCH 7, 2018

Stars. They're just like us. If you don’t live under a rock and maybe check social media from time to time, you’ll know that the Oscars took place last weekend, and like every year, they did not disappoint. Now, we don’t mean to make everything about Customer Success, but we’ve noted a couple times when the Oscars were so CSM.

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SaaS Wait times Sales Accountability 57

Customer Guru

MARCH 7, 2018

Nienke Bloem is an acclaimed Customer Experience (CX) consultant and a distinguished keynote speaker on CX. Her passion for the field of customer experience is evident in her credentials and her work. Nienke is a certified Customer Experience Professional (CCXP). Notably, she is one of the few CX professionals in the world who is an Authorized Resource and Training partner of the Customer Experience Professionals Association (CXPA).

Consulting 61

Consulting Consulting Customer Experience Telecommunications 61

Cyara

MARCH 7, 2018

More and more Cyara customers are moving to an Agile/DevOps model because it allows them to release features more quickly, among other benefits. As one of Cyara ’ s Cloud Operations Managers, I ’ m tasked with automating operations and bringing together the development and operations teams. So I ’ d like to share what I ’ ve learned from our own Agile/DevOps journey.

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Management Customer Experience 52

Customer Guru

MARCH 7, 2018

Dr. Maneesha Pednekar is currently working as the Director – Quality for Atos in India and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). She is also a Gallup Certified Strengths Coach and has trained in profiling and assessing for Emotional Intelligence. In 2017, Dr. Pednekar was identified as one of the top 50 Most Impactful Quality Professionals by the World Quality Congress in India.

Customer centricity 60

Customer centricity Coaching Employee engagement Consulting 60

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.

Customer Experience

Aspect

MARCH 7, 2018

It is no mystery that we view our mobile devices as a life and travel companion. The other day I left my house without my wallet, but to be honest, I didn’t need it the entire day. I was able to order an on-demand ride, pay for my Starbucks, manage my bank account, and order dinner on the ride home. Just think how powerful these capabilities could be when it comes to managing our health.

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Healthcare Self service Banking Accountability 51

Customer Guru

MARCH 7, 2018

Devika Vittal is the Director of Customer Experience at UAE Exchange. She is a seasoned customer experience professional with a demonstrated history of working in the financial services industry. Her expertise in this space helped UAE Exchange win two Customer Experience Benchmarking Index Awards for 2014. As a brand, UAE Exchange believes in ‘Going that extra mile’ for its customers by providing them with prompt and customised services as per their financial needs.

Customer Experience 60

Customer Experience Customer centricity Construction Benchmark 60

Eptica

MARCH 7, 2018

Date: Wednesday, March 7, 2018 Why surveys aren’t enough for Voice of the Customer success. Published on: March 07, 2018. Author: Taoufik Massoussi Brands understand that they need to listen to their customers if they are to deliver an engaging experience that drives loyalty and long-term revenues. That’s why they have invested heavily in Voice of the Customer (VoC) programs that seek to collect and act on customer insight.

Surveys 49

Surveys Best practices Feedback Government 49

NICE inContact

MARCH 7, 2018

ClearChoice has built its brand around providing a convenient, first-rate, patient-centric experience—an approach that has paid off. In little more than a decade, the company has opened 39 ClearChoice Dental Implant Centers across the U.S., employs more than 70 specialists and has helped over 40,000 patients. The decision to partner with NICE inContact and take full advantage of our CXone Workforce Management solutions has been a key determinant in ClearChoice’s ability to accommodate continuing

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Contact Center outsourcing Quality management Metrics 48

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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.

Self service

Mindtouch

MARCH 7, 2018

Good knowledge management requires good data, including how well (or poorly) content is helping to prevent cases. Traditionally, help centers are stockpiled with a lot of great information. Self-help articles. Video tutorials. FAQs. But they are often not “sticky,” and if a customer cannot easily find what they need, they will submit a support ticket and connect with a support team.

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Analytics Self service Customer effort Metrics 48

InTheChat

MARCH 7, 2018

In considering how to move forward with formulating strategy for digital customer service, it’s important for companies to understand what is driving the rising demand for customer service over digital channels. Consumers aren’t just switching to digital channels. The post The benefits of asynchronous messaging for your contact center appeared first on InTheChat.

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Contact Center Customer Service Customer Care Customer Experience 48

CustomerServ

MARCH 7, 2018

The subscription box industry has exploded over the past few years, introducing consumers to a wide assortment of niche products including meal kits, fashion accessories, beauty and grooming products, lifestyle gear, pet supplies and more. The subscription-based business model is reinventing the shopping experience by offering consumers the convenience and excitement of sampling new products delivered to their homes.

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Call Center Sales Customer Experience 48

Strategic Contact

MARCH 7, 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.

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Customer Experience 48

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!

Feedback

Kayako

MARCH 7, 2018

Kayako is a global company with customers all over the world. Even with the HQ moving to London, around 70% of our workforce—including the majority of our support function—is still based in India. We ensure that our support department (and others) grasp of English is the best it can be. But recently, we have been finding ourselves frustrated. Sometimes even the most capable and experienced agents find themselves unable to convey simple messages to our customers.

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B2B Engineering Education Customer Support 48

Taylor Reach Group

MARCH 7, 2018

Major Financial Institution Upgrading CX and Contact Center Technology with Consultancy Advice via The Taylor Reach Group, Inc. TORONTO (PRWEB) March 07, 2018. Vendor agnostic, Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc. (TRG), today announced they will be assisting one of the largest financial institutions in Western Canada with their technology acquisition process.

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Consulting Consulting Contact Center Government 48

CX Journey

MARCH 7, 2018

I originally wrote today's post for HappyOrNot. It appeared on their blog on October 18, 2017. Without employees, you have no customer experience. It all started with a tweet. (to the left) My response was: “That’s a blog post on its own! Too much for 140 characters! But definitely need to start with listening to them.” There’s a whole alphabet soup of terminology around the various states of the employee relationship with the company, so let me start off by defining a few of them.

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Employee engagement Feedback Coaching Customer Experience 52

Jon Arnold

MARCH 7, 2018

The week is flying by, and the biggest conference in our space is next week, so time is short. I've already done shout-outs about my session there - and more to come - but we're going bigger picture here. Since many of us at BCStrategies (nee UCStrategies) are speaking at Enterprise Connect , we put this podcast together so you can hear all about that in one place.

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Enterprise 45

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

Journey mapping

Calltools

MARCH 7, 2018

When working in inside sales, it may seem like the Wild West of the sales world. Having a limited number of ways to get in touch with your audience makes things more challenging. It might seem like reaching out to prospects rapid-fire is the best way to contact them. However, making sporadic attempts to contact leads at random isn’t the best way. Instead, incorporate the use of inside sales cadences.

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Sales Contact center software Contact Center Accountability 40

Sykes

MARCH 7, 2018

Tishara Vahling Marr loves helping others learn. But the thing she loves even more is learning something new herself. Recently promoted to manager of curriculum development, she is responsible for helping develop the materials used in training account teams for SYKESHome. Perhaps it’s her own love of learning that makes her excel at what she does. “Each day I go to work excited to learn something new,” she says.

Management 40

Management Coaching Accountability Personalization 40

Calltools

MARCH 7, 2018

When working in inside sales, it may seem like the Wild West of the sales world. Having a limited number of ways to get in touch with your audience makes things more challenging. It might seem like reaching out to prospects rapid-fire is the best way to contact them. However, making sporadic attempts to contact leads at random isn’t the best way. Instead, incorporate the use of inside sales cadences.

Sales 40

Sales Contact center software Contact Center Accountability 40