Brad Cleveland Blog
MAY 10, 2018
In recent years, I have seen a trend to streamline and simplify agent performance standards. In many cases, they had become too complex — weighted averages, percent time in this and that mode, formulas that would take a mathematician to figure out.
ijgolding
MAY 10, 2018
I first started writing my blog six years ago. Since that time, I have crafted hundreds of articles – producing them, almost religiously, on a weekly basis. Regularly, I am asked how I generate the ideas behind the articles – ‘do I have a plan and schedule for the year?’ No – is the simple answer. When customer experience is your passion; your vocation; and you have a desire to share thought, knowledge and opinion; then identifying suitable topics to write about is
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InGenius
MAY 10, 2018
Not only can computer telephony integration, or "CTI", improve customer satisfaction, increase productivity and reduce costs, it can actually influence many parts of your company. When you integrate calls into your CRM, you get lots of raw data to work with. You might be wondering, so what? Well, you can take that data and create reports to generate information that helps make informed business decisions.
Callminer
MAY 10, 2018
Whether clients fail to pay because of poor health, lost employment, or a poor customer service experience, they can fall behind with payments and prevent you from collecting revenue.
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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.
Call Center Weekly
MAY 10, 2018
By Sarah Elkins I tell people it was my favorite job ever. When our boys were little, I had the opportunity to work part time at the circulation desk at our local library. The boys grew up in that library and are still recognized when they walk in the door, more than 10 years after I stopped working there. Every evening after a shift when we would sit down for dinner, my husband would ask: "what happened today?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Peter Lavers
MAY 10, 2018
We’re delighted to report that WCL Customer Management director Peter Lavers has been named in Fonolo’s list of top Customer Experience (CX) experts to follow. Peter’s honoured to be included in this shortlist of great CX influencers and thought leaders. You can read the report here. Please get in touch with Peter if you’d like to discuss Customer Experience, CRM, or Customer Value Management.
Fonolo
MAY 10, 2018
It’s happening: We’re collectively witnessing a “Frankenstein moment” on social media, and within the Internet in general. In 2018, companies, platforms, and users alike are keeping an even closer eye on privacy and, importantly, verified, trusted, and accurate content. Luckily, those seeking reliable sources for CX and CS-related topics can still rely on a special corner of the digital sphere, one which has made a comeback in recent months: Blogs.
Amity
MAY 10, 2018
A customer success plan is a blueprint by which both you and your customer can achieve mutual success. Are they really necessary? I mean, a lot of times, success is pretty obvious. If I have a Gmail account, isn’t success sending and receiving emails? How much more can it be? Maybe I chose Gmail because it was a light SaaS platform, or I have an Android phone, or because it's free vs. other options?
Aspect
MAY 10, 2018
. We’re in a celebratory mood over at Aspect Europe HQ, as the hard work from our dedicated teams over the last few months has been recognised by being shortlisted for not one, not two, but three UK Cloud Awards! This year’s ceremony is reported to be the most hotly-contested so far since the award scheme’s first one in 2014. Aspect has previously been shortlisted for the awards in various categories for our technological innovations (as we have again this year, with Aspect Verify up for Securi
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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
Customer Experience Matters
MAY 10, 2018
This week I gave a keynote at the Customer Experience Professional Association (CXPA) Insight Exchange in New Orleans. As alway, it was a great event; there’s almost nothing better than a group of enthusiastic CX professionals! We’ve come a long way since we had the first CXPA event at Fenway Park in 2011. The Overall Storyline My speech was entitled The Past, Present, and Future of CX(PA).
Comm100
MAY 10, 2018
Introduction. If you work in customer service, chances are you know the signs of a complaining customer. You might recognize them by their pointed tones, their defensive, often raised voices (over email or live chat, this may present itself as all caps writing), and their creative use of insults. You may recognize the way they hold up the line at checkout, the way they demand to speak to management, or the way a look of disbelief plants itself on their faces when they hear that what they are ask
Tenfold - Contact Center Blog
MAY 10, 2018
In the last decade, the growing adoption of ecommerce has been swift–and ruthless. Huge retail market players like Best Buy and Toys R’ Us are shutting down huge chunks of their physical locations due to plummeting revenue. Not only is this a result of not embracing ecommerce early in its wave, they are also now competing with ecommerce giants like Amazon and Alibaba who sell the same or competing products online.
OctopusTech
MAY 10, 2018
A telemarketing service is a quick and affordable method that uses the telephone to contact prospective customers in order to help generate leads, make sales along with gathering marketing information. Besides agents calling directly, pre-recorded sales talk is also used to be played over the phone upon automated dialing. It is a highly interactive tool that is used by various companies to make sales by contacting customers.
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.
Cyara
MAY 10, 2018
The answer is, it depends. The cost of a SEV1 depends on many factors including when the error is discovered and how difficult it is to diagnose and repair. But first, what is a SEV1?
Toister Performance Solutions
MAY 10, 2018
Channel switching gets a bad rap in customer service. If you are not familiar with the term, it refers to situations where a customer starts an interaction with a company in one channel and the interaction moves to another channel. The customer sometimes initiates this. For instance, a customer might email a company with a question and then call a day later when she does not get a response.
Mindtouch
MAY 10, 2018
Waters Corporation (NYSE: WAT ) is a publicly traded analytical laboratory instrument and software company with approximately 7,000 employees. The company operates in 31 countries, has products available in more than 100 countries, and has over $2.2 billion in annual revenue. Not only is Waters beating out their Q1 estimates , but they have done so by initiating a strategy for constant business value improvement: optimize engagement with content to better serve their customers and internal emplo
Strategic Contact
MAY 10, 2018
Request for Proposal. RFP. Contact center and IT leaders, along with their procurement departments, turn to this tried and true approach when seeking a fair, competitive analysis of a variety of options. In some circumstances, a formal RFP may still be a good option, if not required. But the evaluation process needs to evolve with.
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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.
Infinity
MAY 10, 2018
At one point, personalisation in marketing was nothing smarter than putting a location in a banner ad, or a [Firstname] in an email subject line. Thankfully, times have moved on. Customer journey optimisation is a key objective in modern personalisation. You have a tight window of time to hook in an audience that has a lot of choices and can be expensive to acquire.
Clarabridge
MAY 10, 2018
From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights. . Day 2 of our tenth annual C3 Conference started off with a walk down memory lane. Executive Vice Chairman, Founder and Chief Strategy Officer Sid Banerjee took us through the inception of the company and how the Clarabridge product suite has evolved to help brands optimize customer data and transform experiences.
Jon Arnold
MAY 10, 2018
I'm going to do a standard shout-out here each time my newsletter is published. You need to subscribe to get it, and all you need to do is provide your email address. Not all of you follow my blog, or understand the range of services I provide, and the newsletter addresses both by providing updates on my practice, broad insights about the collaboration space, and current examples of what I'm doing with my clients.
EPIC Connections
MAY 10, 2018
Today’s global economy offers a world of call center location options that come with overwhelming amounts of data points for each country and city. So, how do you effectively evaluate call center locations and select the right destination to achieve your business goals? Here are some final steps in the process that can help you drive to the final site selection.
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!
Bright Pattern
MAY 10, 2018
EPIC Connections
MAY 10, 2018
As a NICE inContact partner since 2010, EPIC Connections has continuously evolved its service offerings to meet the needs of NICE inContact clients. Recently, EPIC was recognized by inContact as a GOLD Certified Implementation Partner for providing high quality technology implementation services to contact centers on CXone. The NICE inContact GOLD Implementation Partner Status is awarded to those Partners who consistently demonstrate the highest degree of proficiency with NICE inContact’s suite
Brad Cleveland Blog
MAY 10, 2018
In recent years, I have seen a trend to streamline and simplify agent performance standards. In many cases, they had become too complex — weighted averages, percent time in this and that mode, formulas that would take a mathematician to figure … Continue reading → The post Agent Performance Standards: Keep It Simple appeared first on Brad Cleveland.
Provide Support
MAY 10, 2018
At some moments customer service job can be a challenge. Dealing with different people and trying to meet their expectations is not an easy task. It takes patience, sharp intellect and I would even say wisdom to navigate through the various customer moods and still provide a professional service. In this article I would like to review the biggest customer service challenges based on my own experience.
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
Brad Cleveland Blog
MAY 10, 2018
In recent years, I have seen a trend to streamline and simplify agent performance standards. In many cases, they had become too complex — weighted averages, percent time in this and that mode, formulas that would take a mathematician to figure out.
Voxjar
MAY 10, 2018
Ninety-percent of today’s shoppers expect a seamless customer experience across multiple channels and devices. It’s no longer enough for businesses to provide chat, call, email, mobile, and in-store marketing initiatives. Today, all these things need to work together as one cohesive support ecosystem. A Harvard study of over 46,000 consumers found that omnichannel shoppers (those who use two or more channels to facilitate a purchase) spend 10-percent more on average than single-channel shopper
Taylor Reach Group
MAY 10, 2018
By: Colin Taylor, CEO & Chief Chaos Officer. Finding the near perfect place to put your new Call Center or Contact Center can be a daunting task. It becomes far less onerous with a well thought out plan that embraces all the factors affecting your decision. In this post, I am going to explain what to do in terms of selecting the site location of your Contact Center.
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