ShepHyken
MAY 23, 2018
Two years ago I reported on NewVoiceMedia’s “serial switchers” report that indicated that $62 billion was lost due to poor customer service. That number, in their new report now has that number pegged at $75 billion! That’s a lot of lost business! Here’s my take on this. Customers want and expect more than ever before – because that’s what we have we taught them.
Fonolo
MAY 23, 2018
Sometimes call centers have to call a “Code Blue!”. In the best of all possible worlds, a call center is a healthy hub of open communication, brimming with competent agents and dynamic managers who diagnose and fix client problems using the best tools available. Their victories are endless, and the loyalty of their clients is palpable. For many support teams, however, this ideal scenario remains unrealized: Poor infrastructure, employee malaise, and overall lack of vision each contribute to an i
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Callminer
MAY 23, 2018
See in our infographic more insights and predictions on how AI is changing the customer experience for the consumer and in your call center.
Contact Center Pipeline
MAY 23, 2018
If you run a call center, change is familiar. The functionality and technology are more advanced than ever before. Beyond that, the expectations of service, the metrics that gauge success, and the channels customers can use to maximize their efforts and minimize their wait times are very different. Today, most changes to call centers are […].
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Peter Lavers
MAY 23, 2018
International recognition is coming thick and fast for Peter Lavers as a top influencer / expert in the field of Customer Experience (CX). This time it’s Cloud Knowledge Management specialists Panviva , who have named Peter in their list of top CX professionals to follow. Once again, it’s a great list of the great and the good in the field, and Peter’s honoured to be included.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Aspect
MAY 23, 2018
This year’s ACE Women In Technology (WIT) luncheon did not disappoint. Our panel included an amazing group of women from a variety of industries, responsibilities, and years of experience. To top it all off, we were fortunate to have Shelia McGee-Smith, McGee-Smith Analytics as our moderator. The conversation was positive, empowering, and interactive.
Mindtouch
MAY 23, 2018
Be a good customer. This was my key takeaway on the last day of the TSIA (Technology Services Industry Association) Technology Services World conference a couple weeks ago in San Diego. The theme this spring was the convergence of services and sales and strategies for making both synchronized and profitable. I’ll be honest, this was not my topic of choice.
OctopusTech
MAY 23, 2018
If your primary wish involves getting your restaurant recognized as one that is known for valuing its guests among its competitors then it is extremely important that you start addressing your customers complaints, feedbacks, and doubts in a proactive manner. However, achieving something like this is not at all easy, not since the booming current trend of ordering online food (with the help of various online order portals) that had transformed the hospitality industry into a digital entity.
Cyara
MAY 23, 2018
And now, I can say with confidence, so is Cyara with our new global in-country dialing capability. Businesses are increasingly operating in a global economy, and are looking to test and monitor their customer experience in countries around the world. To do that effectively and efficiently, requires the ability to dial numbers locally for the purposes of testing and monitoring.
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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
Taylor Reach Group
MAY 23, 2018
The Taylor Reach Group, Inc., will be assisting one of Canada’s largest home improvement retailers in shifting from a Distribution business model to a Retailer Contact Center model to meet increasing consumer demands. TORONTO (PRWEB) May 23, 2018. The Taylor Reach Group, Inc, (TRG), a globally recognized Contact Center and Customer Experience (CX) consulting organization, today announced that they are working with one of the country’s, largest retailers, to establish a new service model within t
Kayako
MAY 23, 2018
As technology and consumer behavior evolve, the way we provide customer service and support should, too. Until recently, customer service’s role was primarily reactive , addressing specific complaints as they arise—reacting to customer service issues after they happen. That’s changing. Data around consumer preferences, a focus on customer experience as a competitive advantage, small and agile teams…all of these factors have combined to spur the popularity of proactive customer service.
pindrop
MAY 23, 2018
As technology advances, fraudsters use different, constantly evolving techniques that include exploiting the phone channel. With increasingly sophisticated attacks, fraudsters maneuver around authentication and security measures to access sensitive information that helps them take over accounts. This evolving criminal strategy is part of a $14 billion call center problem.
Omnicus
MAY 23, 2018
How to prioritize your channels to provide top-notch customer support. Introduction It’s no secret that customer service response time is an important part of any businesses success. A happy customer contributes to a happy business. But because customer support is spread across multiple channels, providing timely customer support is not always so simple.
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.
Eptica
MAY 23, 2018
Date: Wednesday, May 23, 2018 Author: Pauline Ashenden Boosting fundraising through a joined-up experience - how Charities Aid Foundation is benefiting from AI. Published on: May 23, 2018. Author: Pauline Ashenden 3 questions to Glen Brooks, Project Manager, Charities Aid Foundation. Established over 90 years ago, Charities Aid Foundation (CAF) helps transform lives and communities by working with charities of all sizes, assisting their fundraising and making it easy for individuals and corporat
Omnicus
MAY 23, 2018
How to prioritize your channels to provide top-notch customer support. Introduction It’s no secret that customer service response time is an important part of any businesses success. A happy customer contributes to a happy business. But because customer support is spread across multiple channels, providing timely customer support is not always so simple.
8x8
MAY 23, 2018
This blog post is part of a series focusing on improving the customer experiences. . A software application will only get you so far when building an effective customer engagement management strategy. Sounds a little weird coming from a cloud communications company, doesn’t it? After all, our bread and butter at 8x8 is designing, building, selling and supporting cloud software.
TRUSTID
MAY 23, 2018
To provide a great customer experience, contact centers need to reduce the burden that knowledge-based authentication (KBA) puts on callers. What I mean by this is financial institutions need to create a frictionless path that validates callers without asking anything of them. In the Customer Contact Week Digital webinar, “Using Authentication to Create a Killer Customer Experience,” Bank of America’s Senior Vice President, Jen Pacholski, said call center agents loathe authentication because o
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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.
Sabio
MAY 23, 2018
Continuing profile series of some of the customer engagement sector’s leaders, we interviewed Leeds City Council’s Technical Support and Development Manager, Laura Batley.
Bright Pattern
MAY 23, 2018
We want help, and we want it now. That may very well be the motto for a very large number of today’s customers.
ForeSee
MAY 23, 2018
Net Promoter Score? (NPS®) is an important metric for many organizations — and one that can be challenging to improve. That’s why we’re excited to share ForeSee NPS with Predictive. The post What is ForeSee NPS with Predictive Drivers? appeared first on ForeSee.
Omnicus
MAY 23, 2018
How to prioritize your channels to provide top-notch customer support.
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
MAY 23, 2018
Image courtesy of Pixabay Do you close the loop with customers after they provide feedback? Many companies listen to customers, but a big chunk of these companies don't do anything with the feedback or follow up with customers about what they heard. What a shame! What a huge missed opportunity! Remember the old Gartner stat: 95% of companies collect customer feedback.
Infinity
MAY 23, 2018
By the end of this week, the General Data Protection Regulation (GDPR) finally comes into effect in the European Union (EU). As we mentioned before , responsibly collecting, handling, and storing data is embedded in the DNA of our company. We have been working behind the scenes to ensure our clients can remain compliant while still retaining the functionality and actionable insights that they need from Infinity.
Hello Customer
MAY 23, 2018
By now your inbox must be crammed with e-mails concerning changes in privacy policy all around. If it is any consolation, ours is too. Starting May 25, the EU ’s new privacy law or GDPR (General Data Protection Regulation) goes into effect. Simply put, this means that every company from then on out has to comply with new general privacy guidelines when it comes to collecting data from private individuals.
Jon Arnold
MAY 23, 2018
I draw writing inspiration from many sources - industry events, news items, personal interviews and research studies. Regarding the last item, publicly-available studies cross my path on occasion, and if there's interesting data, I like to add my own take. Sometimes I do this because the findings simply need more attention, but other times I see things in the data that haven't been picked up on in the sponsor's writeup.
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
Playvox
MAY 23, 2018
We don't blame you for micromanaging. Everyone knows it's not pleasant. Yet, sometimes we feel obligated to micromanage because of the circumstances.
Brad Cleveland Blog
MAY 23, 2018
From the video series "Thriving in the New Era of Customer Relationships"
Pointillist
MAY 23, 2018
By Steve Offsey. More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. By analyzing millions of data points in real-time, customer journey analytics software can help you discover the most important customer journeys and prioritize those opportunities that significantly impact business goals like increasing revenue, reducing churn and improvin
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