Beyond Philosophy
JULY 10, 2017
Retailers are using technology used in espionage efforts to remain relevant in today’s online shopping world. Throughout Europe and the U.S., brick and mortar retailers are employing high-tech spy techniques to obtain information about a shopper’s in-store experience—and using it to improve their Customer Experience. Spy Tech and the Customer Experience.
Victor Midgley
JULY 10, 2017
I often get asked by people who learn how long I have worked in the Call Center space, what is it about Call Centers that could possibly keep me engaged in that tough world of never ending stress? For me, the answer is easy. There isn’t another profession that is more perfectly suited to develop … Continue reading "THE LAW OF CONNECTION".
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Steve DiGioia
JULY 10, 2017
This original article was written by Steve DiGioia. Correspondence from most members of the retail industry is reduced to little more than a form letter with a few “mail-merged” names; the letter can fit most circumstances and usually does. Isn’t it about time someone uses their imagination and creates a response that we look forward to read…and share?
Peter Lavers
JULY 10, 2017
Find out the Five things you need to know about the future of Customer Experience Management in Peter Lavers’ latest blog as featured on The Center For Client Retention (TCFCR). Five Things You Must Know About The Future Of CX Management. The post Five Things You Must Know About The Future Of CX Management appeared first on Think CX.
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aircall
JULY 10, 2017
It’s summertime, and the living is easy. Unfortunately, the peril lies in taking it a little too easy. The summer months mean a change of rhythm for many businesses: some see their activity increase, but most notice a summer business slump. In fact, a Captivate study finds that overall productivity dips by 20% during the summer season. Luckily, the summer downswing isn’t inevitable, and its consequences aren’t necessarily devastating.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
VocalCom
JULY 10, 2017
Good communication in the call center is an essential part of customer service success. When employees have a deep understanding of their company’s values and current practices, they are better able to perform their roles with confidence and skill. Indeed, clear communications within an organization can lead to greater staff motivation, realistic goal setting, reduced costs, and ultimately greater customer satisfaction.
Verint
JULY 10, 2017
No doubt you’ve heard a few things about artificial intelligence (AI)—what it can potentially offer to organizations and how it may even permanently change the business landscape. People who engage customers every day want to know this: How can artificial intelligence offer very real insights into customer behavior? As you will learn from reading the blog from Contact Solutions’ Mark Clark, using AI for customer insights and customer engagement is particularly important, because it helps organiz
Customer Experience Matters
JULY 10, 2017
We just published a Temkin Group report, Economics of Net Promoter Score, 2017. Here’s the executive summary: Net Promoter® Score (NPS®) is a popular metric that companies use to analyze their customer experience efforts. But how does this metric actually relate to loyalty? To uncover the relationship between NPS and loyalty, we asked 10,000 U.S. consumers […].
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