Beyond Philosophy
OCTOBER 1, 2020
When we try to forecast our preferences going forward, we often get it wrong. It’s a bias we all share called Naïve Diversification Bias. It happens a lot when we are making decisions now about some form of future consumption, and it can lead to feelings of dissatisfaction with our purchases. Naïve Diversification bias happens a lot at the supermarket.
Steve DiGioia
OCTOBER 1, 2020
Businesses all over this country are littered with the remnants of employees who do a good job. But what about those employees who go above and beyond? There is nothing that impresses a boss more than an employee who takes the initiative. The initiative to do more than he or she is asked for. Example: The initiative to plan ahead, look at the “big picture”, and take the steps needed to make the department or business more efficient, and improve on the existing way things are done.
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Toister Performance Solutions
OCTOBER 1, 2020
Note: Lessons from The Overlook is a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. Back in January, we made some big changes to The Overlook. You can read all about the changes here , but these are the highlights: Reduced the bedrooms from four to three.
The Northridge Group
OCTOBER 1, 2020
Developing service excellence at the contact center management level is a critical enabler for a company’s long-term success. Providing exemplary customer service is essential for all businesses that strive for differentiation and growth. Customer service associates build the brand, the company reputation, and the trust of the existing and prospective customers.
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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.
kommunicate
OCTOBER 1, 2020
Google Dialogflow recently introduced Dialogflow CX (Customer Experience) – a powerful tool for creating advanced virtual agents. The older version of Dialogflow has been renamed to Dialogflow ES (Essentials). Dialogflow is now a common term to describe both the Dialogflow ES and CX. In this article, we can see the enhancements and limitations of Dialogflow [.].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Totango
OCTOBER 1, 2020
Dynamic customer engagement is key to building strong relationships with your customers. Customer engagement connects your customers with your company, through both personal and digital communications. By maximizing this communication , you can strengthen your customer relationship and increase customer loyalty. Executing the right type of customer engagement for the right type of customer means you can demonstrate value quickly and promote lasting growth that benefits both your customer and you
Talkdesk
OCTOBER 1, 2020
Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. Branch closure is a reality that has intensified with COVID-19, social distancing protocols and the recent urban exodus. Combined, these are causing serious challenges across three fronts: Financial exclusion of the most vulnerable. Financial services are essential to leading a normal life and being an active citizen and participant in society.
Strikedeck
OCTOBER 1, 2020
Kristen gives practical advice on ways to build a stronger program with your product team.
Interactions
OCTOBER 1, 2020
The ROI of CX . Many companies claim to be customer-centric. But, to be truly obsessed with your customers, companies must take the leap and tie financial performance to CX. This type of mindset encompasses everything from how a company allocates resources, the strategic initiatives they take on, and the technology that they evaluate and deploy. . Customer-driven innovation is the most important type of innovation for a company, and it can also be the most lucrative.
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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
Concentrix
OCTOBER 1, 2020
Put customer feedback to work with this turnkey solution for small to mid-size companies. The post VOC Essentials for Contact Centers appeared first on Concentrix.
Jon Arnold
OCTOBER 1, 2020
As with August, my public writing output was light, but I was even busier in September. You’ll have to subscribe to my newsletter for the details, but it’s been a steady diet of virtual events, webinars and speaking opps. Otherwise, I did get some writing done, and here are links. Keeping Up with Tech - Same as it Ever Was , No Jitter, Sept 29 What are the Challenges of Using Multiple Team Collaboration Apps?
Advantage Communications
OCTOBER 1, 2020
Whether you are the owner of a large retail outlet or you own an ecommerce startup, the holiday shopping season isn’t easy. Ramping up your customer service , however, can dramatically improve the experience your customers have with your business, and today more than ever retailers are looking for ways to drive profits.
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.
Amplifai Coaching Category
OCTOBER 1, 2020
The potential for modifying behavior and affecting performance and engagement through coaching is most significant and successful when it is relevant to, and therefore reinforces, formal and informal learning.
FreshGrade
OCTOBER 1, 2020
“With FreshGrade, teachers now have the tools they need to provide immediate feedback to students as they are learning “ DAMIAN COOPER, CANADA. Student-centered digital portfolios have been attracting attention over the past few years, but with our current, changing educational landscape, they’re valuable because they’re flexible for remote or/and in-class teaching and learning.
Amplifai Coaching Category
OCTOBER 1, 2020
ICMI Featured Contributor article. One of the greatest ways we build trust with employees is through review and discussion of their work performance. It's hard to be direct and courageous when it comes to discussing peoples' work behaviors though, and there are several ways we can fail at it miserably!
CSM Magazine
OCTOBER 1, 2020
Ford Motor Company CFO Tim Stone announced today that he will join ASAPP Inc., the research-driven artificial intelligence company advancing the future of productivity and efficiency in customer experience (CX). Tim will join ASAPP in mid-October to be its Chief Financial Officer and Chief Operating Officer. He brings a wealth of knowledge and experience scaling and operating a business from his 20 years at Amazon and also at Ford.
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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.
Skybridge
OCTOBER 1, 2020
Sometimes, when you’ve had your nose to the grindstone, working on something extremely important and terribly urgent, a little dose of everyday wisdom and common-sense context can be incredibly rejuvenating. That’s especially true for brand leaders, customer experience officers, and customer care managers, who have been going full throttle for months.
Maru Group
OCTOBER 1, 2020
“Don’t believe everything you think.”. ~ Bumper sticker. In the world of insights we tend to think about biases and heuristics and System 1 and System 2 thinking in the same light of how we interact with respondents, and how we collect information from them. It is less common, but no less important, to think about how biases and heuristics influence our analysis and the insights we generate.
Amplifai Coaching Category
OCTOBER 1, 2020
Sean Minter and The Call Center Coach discuss the potential value that Artificial Intelligence could deliver to the frontline contact center supervisor’s performance.
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!
Amplifai Coaching Category
OCTOBER 1, 2020
At the recent ICMI Expo in Orlando, CRMXchange interviewed AmplifAI's CEO Sean Minter on how their emerging tech is augmenting contact center performance.
Brad Cleveland Blog
OCTOBER 1, 2020
It’s a smart move and highly recommended for any organization to instill the principles of customer advocacy in the customer service and operations functions. Unfortunately not all do. In this video from the LinkedIn Learning course “Customer Advocacy,” we’ll look … Continue reading → The post Customer Advocacy: Harnessing Service and Operations appeared first on Brad Cleveland.
Amplifai Coaching Category
OCTOBER 1, 2020
Our first time attendance and exhibition at ICMI Expo in Orlando last month was a great success!
Brad Cleveland Blog
OCTOBER 1, 2020
It’s a smart move and highly recommended for any organization to instill the principles of customer advocacy in the customer service and operations functions. Unfortunately not all do. In this video from the LinkedIn Learning course “Customer Advocacy,” we’ll look at why this is so important and some examples of how to put customer advocacy to work.
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
Amplifai Coaching Category
OCTOBER 1, 2020
The University of Texas at Dallas presents its first annual Emerging Technologies Summit. This year, UTD is bringing together innovators, thought leaders, business executives, and regulators to explore how FinTech, Blockchain technologies, and Artificial Intelligence are set to reshape the business and governmental landscape, and even impact our everyday lives.
Quiq
OCTOBER 1, 2020
Share This Story What it looks like to fully augment your human workforce with bots. No, this article isn’t about The Governator or Tony Stark taking over your contact center. It’s about augmenting your human workforce with bots and giving them some superpowers of their own. . Bots have become commonplace in recent years thanks to platforms like DialogFlow.
Amplifai Coaching Category
OCTOBER 1, 2020
Contact centers have worked hard to keep up with the pace of change in infrastructure, platforms, processes, and consumer demands - and frontline service representatives have been working hard too, but it's a daunting endeavor for even the most motivated of people!
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