Contact Center Pipeline
JANUARY 25, 2018
According to Wikipedia, the expression “a chip on the shoulder” comes from the ancient right of shipwrights within the British Royal Navy Dockyards to take home a daily allowance of off-cuts of timber, even if good wood was cut up for this purpose. The American origin can be traced back to the early 19th century. […].
Centriam Customer Experience Lab
JANUARY 25, 2018
Data-driven decision making. We all aspire to it. Whether it’s in Customer Experience management, targeted marketing, deciding which candidates to hire, choosing a new car, or picking the teams in your March Madness office pool.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Fonolo
JANUARY 25, 2018
As a child, I hated going to the dentist. The idea of keeping my mouth open, for what felt like an eternity, while someone poked and prodded at my teeth, was never a pleasant experience. Funnily enough, what helped me get through those torturous endeavours was the artwork displayed in that dental office. Strategically placed on the ceiling, above the chair, I had the pleasure of gazing at so many lovely pictures.
Customer Experience Matters
JANUARY 25, 2018
I love it when my work overlaps with some of my other passions. Well, it’s happening in a big way at the Qualtrics X4 Experience Summit in Salt Lake City on March 6th through 9th. I’ll be skiing in Deer Valley before the event, I’ll be speaking about customer empathy at the event, and Lin-Manuel Miranda will also be speaking. Did you hear me… Lin-Manuel Miranda!
Advertisement
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.
Toister Performance Solutions
JANUARY 25, 2018
Note: Lessons from The Overlook is a monthly 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. You can get a false sense of security when things are going well. Sally and I have owned The Overlook for a little over a year now.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
OctopusTech
JANUARY 25, 2018
Providing customer support is vital to any organization as it strengthens the company-consumer relationship, special emphasis should be laid on the quality of this service provided be it inbound or outbound call center services , email support, or chat support services. Out of these services, live chat is gaining popularity recently with 42% of consumers preferring online chatting over other services out of which 92% claimed satisfaction, thanks to the millennials which form a large part of the
Jon Arnold
JANUARY 25, 2018
There's something about Fort Lauderdale and February - sure works for me. That's the story for my next conference - TMC's ITExpo , and I'll be there from February 14-16. It's been a while since my last conference, but am not complaining as I've been full-out busy fulfilling client work the past few months. Things ease up on that front after January, and starting with ITExpo, I have at least one conference happening each month through June, and others will certainly pop up along the way.
ClientSuccess
JANUARY 25, 2018
For those just joining my blog series CSM from the Trenches , welcome. This series, now a community for frontline Customer Success Managers (CSMs) , discusses trends, best practices, and advice that can help the frontline. We’re lucky to have this week’s frontline CSM best practice come from Erica Newell – a CSM from the Trenches veteran – of Marketware.
Comm100
JANUARY 25, 2018
Hotels and tourism simply wouldn’t exist without the positive perceptions of the people who use them. Because of this, it’s vital that establishments can create effective customer satisfaction surveys to identify which areas of their service can be continuously improved, helping to attract more customers now and in the future. But creating an effective feedback survey isn’t easy, especially for busy hoteliers.
Advertisement
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
5CA
JANUARY 25, 2018
Before setting up your customer service department and diving into the nitty-gritty of goal setting, tools, and selecting support channels, take some time to really think about what customer support can add to your business and how it can help you achieve your business goals.
Comm100
JANUARY 25, 2018
It’s 2018, and businesses are finally waking up to the realization that happy employees make for happy customers – which make for happy businesses and shareholders. There’s huge benefits from acting to make sure your employees are happy and engaged. In fact, Gallup’s survey of Fortune 500 Companies to determine the happiest workplaces found that in the top quartile, businesses saw: 22% higher profitability. 21% higher productivity. 10% higher customer metrics. 37% less absenteeism, and.
iCiDIGITAL
JANUARY 25, 2018
Note: the guidelines we base this blog on are from W3. As an author, most of the contrast work should be already taken care of when there is a well-designed, consistent style guide or pattern library in place that is followed strictly by the site designers and implemented well by the site developers. In other words, designers should be handling the contrast issues before they ever get into the system and the developers should make them integrated into the system.
Clarabridge
JANUARY 25, 2018
Understandably, most companies currently focus on the customer’s experience when assessing their contact center. It should be noted, however, that agent satisfaction and expectations should be considered as well. We recently sent out a survey to both customers and agents and found that there is a disconnect between customer expectations and what agents can actually deliver, as well as a disconnect between customer satisfaction at the end of a call vs. agent satisfaction at the end of a cal
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.
Verint
JANUARY 25, 2018
In today’s ultra-competitive market, Customer Experience (CX) is a strategic imperative that is helping market leaders aggressively grow their business through new customer acquisition and existing customer retention. However, even market leaders need to stay vigilantly attuned to changing consumer preferences or they risk a quick descent from leader to laggard.
PeopleMetrics
JANUARY 25, 2018
The National Institute of Standards and Technology (NIST) has published Special Publication 800-171 , Protecting Controlled Unclassified Information in Nonfederal Information Systems and Organizations. The publication provides guidance for federal agencies to ensure that certain types of federal information are protected when processed, stored, and used in non-federal information systems.
LiveChat
JANUARY 25, 2018
Some posts are written to give a specific knowledge. For example, how to optimize your website for SEO. Other posts change your way of thinking, force you to question everything you know. Such posts and ideas inspire to find new, better ways of doing something and in the end, they help you to grow. For me, one of the most eye-opening articles was “ Employee #1: Coinbase ” written by Craig Cannon.
Comm100
JANUARY 25, 2018
Having another business as your client is a lot different from providing products or services to consumers. But just like in B2C businesses, getting feedback from your customer base is still an essential tool to ensure you’re meeting your clients’ needs. The best way of getting that information is to ask them, but you cannot very well have someone individually poll each business after every single interaction you have with them.
Advertisement
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.
Provide Support
JANUARY 25, 2018
With the growth in messaging apps and automated bots, live chat is becoming the most popular customer service channel that offers huge opportunities for businesses, from support to marketing. In fact, more and more businesses are realizing today that live chat is much more than just a budget-friendly support channel. According to Kayako research, 79% of businesses say offering live chat has had a positive effect on sales, revenue, and customer loyalty.
Expert insights. Personalized for you.
168 
Let's personalize your content