Beyond Philosophy
OCTOBER 16, 2017
Imagine you are in the waiting room at your dentist. You’ve had a pain twingeing at your back tooth for a few days now and you’re terrified it’s going to need a root canal – you hate root canals, everyone hates them. But while you sit there, nerves jangling, you notice there is gentle, quite relaxing music playing and it starts to make you feel a little less nervous.
ShepHyken
OCTOBER 16, 2017
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Engage Your Front Line To Increase Your Bottom Line by Beth Benjamin and Emma Sopadjieva. (Forbes) Your frontline employees often know what’s wrong in your company before you do.
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CX Global Media
OCTOBER 16, 2017
There’s five common reasons as to why your chatbots fail to live up to promises. If your chatbots are not living up to promises, don’t give up. It’s time to get smart. Chatbot is the most complex area of Artificial Intelligence (AI). It is also the area where solutions may vastly differ from one to the next. You might have heard of a chatbot not living up to expectations or you’ve experienced it yourself.
360Connext
OCTOBER 16, 2017
Netflix recently made news with their amazingly funny and warm cease and desist letter to fans of the show Stranger Things. While the intent of the letter was still clear, and technically a request from the legal team, the tone of the letter is what got people talking. It’s the most customer-centric thing you might read today! “Even lawyers have a sense of humor.” This refrain gained a lot of traction quickly!
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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.
Aspect
OCTOBER 16, 2017
A few years ago, I started hearing the phrase, and seeing it pop up on kitchen trinkets like tea towels and coffee mugs: “Happy wife, happy life.” I won’t go into details on why this phrase drives me crazy but I think it does make for a good contact center illustration. Happy agents, happy customers. It isn’t catchy but you get the point. You could even extend it to say: happy agents, happy customers, happy stakeholders.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Kayako
OCTOBER 16, 2017
It should never be customer success vs customer service. Yet, somehow these departments have been separated. They’ve been separated to showcase customer success as being this proactive, product-driven, revenue generating machine, and left the support department sitting around feeling like a reactive cost center. Maybe that’s down to the leaders of success teams wanting to gather all the valuable pieces of the customer relationship as theirs?
AskNicely
OCTOBER 16, 2017
All good things come in twos… Biscuits and gravy. Fish and chips. Rocky I and Rocky II. Mitchell Hanson and Ezekiel Rudick. Mitchell ( NOT Mitch) and Ezekiel ( sometimes Zeke) both based in the Pacific Northwest join our Portland team to help support rapid growth and community building efforts across the globe. . With Mitchell joining our team as VP of Marketing (overseeing all things marketing) and Ezekiel joining as Content and Community Manager (managing our content and community devel
Influitive
OCTOBER 16, 2017
There are so many ways to identify and nurture advocates that sometimes you might miss the easy wins right under your nose. When your customers are in town for a vacation, conference, or business meeting, why not invite them to visit your office? Customer visits are a great way to deepen relationships with your advocates, as well.
Amity
OCTOBER 16, 2017
Customer Success isn’t an easy job, there’s always a certain amount of negativity that comes with it. Nonetheless, Customer Success has the potential to be one of the most rewarding and fulfilling jobs in the company. As a leader, it’s your responsibility to motivate the team to overachieve for customers. 1. Empower Your Employees.
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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
360Connext
OCTOBER 16, 2017
Netflix recently made news with their amazingly funny and warm cease and desist letter to fans of the show Stranger Things. While the intent of the letter was still clear, and technically a request from the legal team, the tone of the letter is what got people talking. It’s the most customer-centric thing you might read today! “Even lawyers have a sense of humor.” This refrain gained a lot of traction quickly!
ijgolding
OCTOBER 16, 2017
On the 3rd October 2017, in celebration of Global CX Day, I wrote an article entitled, ‘What Does it Take to be a Customer Experience Professional’ It is not the first time and will most certainly not be the last time I write about the significance of the profession that has become my vocation AND one that continues to grow at a rapid rate.
VocalCom
OCTOBER 16, 2017
If your brand ever thought that social media was just a passing trend, think again. What began as a fun and innovative way to communicate with friends is now an essential business tool for delivering customer service. Here are six social customer service rules your brand needs to know—and follow—right now. Social customer service must be a priority.
Amity
OCTOBER 16, 2017
Customer Success isn’t an easy job, there’s always a certain amount of negativity that comes with it. Nonetheless, Customer Success has the potential to be one of the most rewarding and fulfilling jobs in the company. As a leader, it’s your responsibility to motivate the team to overachieve for customers. 1. Empower Your Employees.
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!
aircall
OCTOBER 16, 2017
The largest gathering of service professionals in the world takes place in the exact location most of them would never want to be: an enormous sales conference. That alone tells you all you need to know about the quality of customer service programming at Dreamforce. But with an agenda and attendee list growing larger every year, Salesforce’s marquee event can easily feel overwhelming.
TMP Direct
OCTOBER 16, 2017
TMP Direct will be attending the 2017 SOCAP Conference from October 22-25th in San Diego. The focus of this year’s conference is innovation and how to stay ahead of the curve on enhancements in technology impacting Customer Care. Looking forward to seeing everyone there!
Talkdesk
OCTOBER 16, 2017
Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. Bringing Call Centers Into the Modern Age. Session Host / Moderator: Robert Sur, Head of Platform, Talkdesk.
TMP Direct
OCTOBER 16, 2017
TMP Direct will be attending the 2017 SOCAP Conference from October 22-25th in San Diego. The focus of this year’s conference is innovation and how to stay ahead of the curve on enhancements in technology impacting Customer Care. Looking forward to seeing everyone there!
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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.
Talkdesk
OCTOBER 16, 2017
Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. Bringing Call Centers Into the Modern Age. Session Host / Moderator: Robert Sur, Head of Platform, Talkdesk.
Verint
OCTOBER 16, 2017
You probably know that online communities are growing in popularity and offer a variety of benefits. As a CX professional, I like the idea of communities. And speaking for the company I work for and its nearly two-year-old social community, I can testify to these benefits of having our own online community. However, developing it required a good bit of time, thought and energy.
Revation Systems
OCTOBER 16, 2017
Digital healthcare has been growing to satisfy the demands of an industry eager for healthcare technology that provides better physician collaboration and improved patient care. However, with every digital transformation comes challenges that can quickly turn into nightmares. Where there is electronic protected health information (ePHI), there are hackers lurking in the dark web to steal this valuable information.
ClientSuccess
OCTOBER 16, 2017
As any Customer Success Manager (CSM) can attest to, customer success is not merely the work of a single person or even a single department. Ensuring customers see success and thrive with a B2B product takes the work and input of an entire organization, from the CEO down to the last intern. When an organization is truly focused on the outcomes and success of customer relationships, it can positively impact a company culture from nearly every angle.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
Vonage
OCTOBER 16, 2017
We’ve all experienced bad customer service. Waiting for what seems like hours on hold just to ask a simple question, being juggled from person to person and never receiving the help we need, rude representatives making us feel like we’re wasting their time with our inquiries. However, despite the fact that we’ve all found ourselves in these situations, our patience for it is growing thin. 60% of consumers have higher expectations in regards to customer service than they did just one year ago, an
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