ShepHyken

AUGUST 11, 2017

This week we feature an article by Borge Hald who writes about the importance of being a customer obsessed company and how it is the key to success. We need to obsess about creating such an amazing customer experience that our customers will want to do business with us and nobody else. – Shep Hyken. In a recent letter to shareholders that went viral, Amazon CEO Jeff Bezos talked about customer obsession and its criticality to remaining a Day 1 company.

Customer centricity 232

Customer centricity Feedback B2C Customer Experience 232

Influitive

AUGUST 11, 2017

Here’s the major problem with today’s content marketing landscape: most of the time, people who write content are totally out of touch with the people who actually read the content. That is why Sujan Patel is a total breath of fresh air. He’s not afraid to get his hands dirty and find clever ways to.

Marketing 103

Marketing Customer advocacy B2B 103

Mindtouch

AUGUST 11, 2017

Knowledge-Centered Service (KCS ® ) is a Knowledge Management methodology that seeks to “integrate the creation and maintenance of knowledge into the process of interaction.” In other words, KCS advocates the documentation of knowledge at the moment of creation. Whether it’s a customer support call or email interactions between professional services and a client, organizations generate tons of knowledge that (without KCS practices) is lost when employees move on from the company.

Average Handle Time 84

Average Handle Time Coaching Best practices Self service 84

Bright Pattern

AUGUST 11, 2017

Gartner has been earning a strong reputation based on its industry analysis of information technology since its founding in 1979. The company is known for its Magic Quadrant reports. It covers the contact center industry with three reports: Contact Center Infrastructure Worldwide, Contact Center as a Service (CCaaS) for North America, and CCaaS Europe.

Contact Center 69

Contact Center Cloud contact Technology 69

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.

Customer Experience

Aspect

AUGUST 11, 2017

We all know how big an issue fraud is for every business. And as the tactics used by criminals change and evolve, it’s incumbent on every company to keep a close eye on their own defences and make sure they’re capable to react to these new techniques. As the old saying goes, prevention is better than cure, which is why being able to authenticate users and spot fraudulent activity before a transaction takes place is such a vital strategy for businesses throughout the UK.

Banking 54

Banking Government Education Technology 54

Mindtouch

AUGUST 11, 2017

Is your content delivering what your customers expect? Are prospective customers even finding your content? Customers expect a clear and consistent message wherever they engage with you throughout their journey—from Google, across social, within your shopping cart, on your support site. If at any point they’re not finding information they need, they’ll move on to your competitor who’s better at answering their questions.

Self service 48

Self service Engineering Analytics Customer Experience 48

LiveChat

AUGUST 11, 2017

Have you ever called customer service and tried to explain what your problem is, but you had the impression that they are not interested in solving it? Maybe you came across a customer service rep who didn’t let you finish and kept interrupting? Or maybe you’ve contacted customer support and after explaining what’s your headache, but you received an answer that didn’t solve your problem?

Customer Service 51

Customer Service Call Center Personalization Customer Support 51

USAN

AUGUST 11, 2017

Some folks in the contact center industry would have you believe that IVR technology is dead. Perhaps you agree, based on your own high opt-out rates and low customer satisfaction scores. In reality, the saying couldn’t be further from the truth. Advancements in IVR are ensuring the technology’s role in the modern contact center. The customer service industry has evolved rapidly over the last ten years or so, and much of the industry’s attention has been on the shiny and new: omnichannel, person

Interactive Voice Response 40

Interactive Voice Response Contact Center Analytics Self service 40

Talkdesk

AUGUST 11, 2017

GetApp just released their Call Center Category Leaders for Q3 2017 , and Talkdesk is among the leaders once again. These rankings list the top 25 solutions in the call center space, evaluating them on five categories (each out of a possible 20 points): reviews, integrations, mobile, media and security. Each solution’s ratings are combined for a final score (out of 100) and then ranked from highest to lowest.

Call Center 40

Call Center Contact center software call center software Contact Center 40

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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.

Self service

Brad Cleveland Blog

AUGUST 11, 2017

If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.” It includes short, to-the-point podcasts on topics such as building profitable customer relationships, customer access strategies, contact center value, and customer service … Continue reading → The post Customer Strategy and Management Podcasts appeared first on Brad Cleveland.

Management 26

Management Contact Center Customer Service Call Center 26

Brad Cleveland Blog

AUGUST 11, 2017

If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.” It includes short, to-the-point podcasts on topics such as building profitable customer relationships, customer access strategies, contact center value, and customer service through social media. Check out the entire series here.

Management 20

Management Contact Center Customer Service Call Center 20

Brad Cleveland Blog

AUGUST 11, 2017

If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.” It includes short, to-the-point podcasts on topics such as building profitable customer relationships, customer access strategies, contact center value, and customer service through social media. Check out the entire series here.

Management 20

Management Contact Center Customer Service Call Center 20