ShepHyken
DECEMBER 27, 2017
The other night, I was out with some friends. We were at a well-known place, listening to music and relaxing. One of my friends said she wanted something chocolate, so she ordered a piece of chocolate cake. A few minutes later it arrived, and she took her first bite. You could tell by looking at her facial expression that she was not happy. She said it tasted very dry.
Contact Center Pipeline
DECEMBER 27, 2017
In the effort to ensure that all students have equal access to the broadband they need for digital learning, there are challenges and triumphs every year. There is no doubt, however, that incredible progress has been made in connecting America’s classrooms to high-speed Internet. Here are five of the most important victories for K-12 connectivity in 2017. 1.
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Aspect
DECEMBER 27, 2017
2016 saw an explosion of interest and investments in chatbots, as I wrote in my last annual recap. What happened in 2017, and what will 2018 bring? Let’s have a look. It is still early. Much like in 2016, this year I’ve had countless conversations about chatbot needs with numerous customers, prospects, and partners around the globe, and it’s clear to me that as an industry we have made progress.
Bright Pattern
DECEMBER 27, 2017
There is a lot of speculation about how AI will affect the call center in the coming years. The alarmists claim AI will be able to completely replace human interaction and the call center will be completely automated.
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Influitive
DECEMBER 27, 2017
As an advocate marketer, you’re probably used to having the value of your program questioned. “Isn’t it more of a nice-to-have than a need-to-have?” “What exactly is the ROI of engaging customer advocates?” “Why should we devote our budget to this over other marketing programs?” These doubts are exactly why it is so vital for.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ClearAction
DECEMBER 27, 2017
Do Customers Experience Your Internal Collaboration — or Lack of It? Lynn Hunsaker. “Our clients helped us see that in some cases where we weren’t collaborating, they would experience our lack of collaboration,” said Senior Vice President of Insights & Client Experience at SunTrust Bank, Jeff VanDeVelde. Is your voice of the customer program letting you know similar insights?
Totango
DECEMBER 27, 2017
Head over to Amazon where you can grab the All-new Echo (2nd Generation) with improved sound, powered by Dolby, and a new design! You can get it in 6 designs. We have an Echo and absolutely love it! The all-new Echo (2nd Gen) has a new speaker, new design, and is available in a range of styles including fabrics and wood veneers. Echo connects to Alexa to play music, make calls, set music alarms and timers, ask questions, control smart home devices, and more—instantly.
Etech
DECEMBER 27, 2017
"For all your car's big 'oh nos,' there's always a big O Yes." Funny spot but I couldn't figure out why there was a tennis ball dangling on a string from the ceiling. Bit of a stretch. Automotive Read more about Big O Yes - "Dodgeball" (2017) :30 (USA). Add new comment.
CX Journey
DECEMBER 27, 2017
Image courtesy of Pixabay I originally wrote today's post for CallidusCloud CX; it was published on their blog on June 21, 2017. Not seeing the results or improvements you expected to see from your customer listening efforts? Why is that? What's going on? I've been known to cite two reasons for VoC program ineffectiveness: Companies simply “collect feedback , ” just like some people collect stamps, which requires you to: buy the stamps, put them in a book, put them on a shelf, and forget about t
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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
Ann Michaels and Associates
DECEMBER 27, 2017
Few people get excited about taking a survey. Unless your customers instantly see why it’s important or you offer a reward, they’re likely to dismiss it. However, your company needs those responses. They help you help your customers. If you understand what motivates potential respondents, you’ll be more than equipped to get the survey results you need.
Jon Arnold
DECEMBER 27, 2017
My Rethinking Communications column for TMC's Internet Telephony magazine has been running for a few years now, but since recently cutting back to quarterly publishing, there's a longer gap now between my posts. For some reason, their digital publishing schedule has been out of whack, and the Q3 edition was only recently posted, and that includes my most recent post.
Contact Center Pipeline
DECEMBER 27, 2017
Of all the things employees despise, end-of-year performance appraisals (PAs) are at the top of the list. The Washington Post has research to support that “basically every single person hates performance reviews.” Regardless of how we arrived here, leaders are no longer bound to the mistakes of the past. When conducted well, the end-of-year review […].
aircall
DECEMBER 27, 2017
Providing great customer service is as simple as being a good friend. Customers want someone they can count on to be there when it matters most, always offering the words they need to hear. And if you can add some patience and altruism to reliability and resourcefulness, you could quickly achieve best friend status. The problem is, these personal qualities aren’t exactly quantifiable — at least not in a precise sense.
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.
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