Beyond Philosophy

AUGUST 14, 2017

Years ago, I endured a long layover at the Detroit airport. It was cramped, noisy, outdated and humid. I vowed never to fly through Detroit if I could possibly avoid it. However, I passed through the Motor City’s airport more recently and what a difference a new terminal can make. The gleaming space is light and airy, with a bright red tram whisking passengers from one end to the other like something out of a sci-fi movie.

Airlines 0

Airlines Consulting Consulting Customer Experience 0

Callminer

AUGUST 14, 2017

We’ve rounded up 50 of the top customer experience podcasts so you can spend more time listening to industry thought leaders and less time searching.

Customer Experience 265

Customer Experience 265

ShepHyken

AUGUST 14, 2017

Each week I read a number of customer service and experience 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. Appearing to Care by Seth Godin. (Seth Godin) We know that your customers will put up with imperfect, but one thing that they’d like in return is for you to care.

Customer Service 198

Customer Service Airlines Customer Experience Technology 198

Call Center Weekly

AUGUST 14, 2017

By Sean Hawkins Let's face it, CSAT (customer satisfaction) is a vital measurement of customer service performance, and rightly so. In my opinion, there are 3 metrics that best measure a contact center's performance, and success. Along with the CSAT, the others are ESAT (employee satisfaction) and quality. Now, don't get me wrong, there are many metrics that one could track, and they all have their importance.

Customer Service 136

Customer Service Contact Center Surveys Morale 136

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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.

Victor Midgley

AUGUST 14, 2017

I have worked in the Call Center space my entire 25 plus year career. I have witnessed and participated in the technology boom that has targeted the field over the years. Most technology has made a positive contribution, while other technology has brought doom upon the call center. Understanding what technology is appropriate for your … Continue reading "TECHNOLOGY GONE TOO FAR, DON’T MAKE THIS MISTAKE!".

Technology 120

Technology Call Center call center professionals 120

Customers That Stick

AUGUST 14, 2017

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 107

Customer Service 107

Amity

AUGUST 14, 2017

If you are a Customer Success Manager, you already know that ensuring the success of your clients is one of your key objectives. There are many ways one can go about achieving that success. You reach out to your client frequently, discuss current issues, and follow up on their concerns, you even invest the time to train your client. However, there comes a time when all of this is not enough and your customer doesn’t collaborate with you enough in order to achieve their desired outcomes.

Accountability 85

Accountability Education Personalization Management 85

Nexmo

AUGUST 14, 2017

Amongst the incessant notifications people receive every day; a ringing phone is still much harder to ignore or overlook. It creates a sense of urgency which makes it the perfect way to deliver critical or time sensitive messages such as two-factor authentication codes or important service notifications. In this tutorial, we will look at how […].

APIs 85

APIs 85

Amity

AUGUST 14, 2017

If you are a Customer Success Manager, you already know that ensuring the success of your clients is one of your key objectives. There are many ways one can go about achieving that success. You reach out to your client frequently, discuss current issues, and follow up on their concerns, you even invest the time to train your client. However, there comes a time when all of this is not enough and your customer doesn’t collaborate with you enough in order to achieve their desired outcomes.

Accountability 70

Accountability Education Personalization Management 70

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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

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Envision

AUGUST 14, 2017

Have you ever had a coach or manager offer such helpful, or not so helpful, advice? Did it make you want to jump right in to the conversation and ask for guidance or did you, as most of us do, get defensive and try to explain your actions?

Coaching 62

Coaching Management Contact Center 62

DMG Consulting

AUGUST 14, 2017

Should Social Media be the Responsibility of Customer Service or Marketing? . Social media is a way of life for most of us. Whether they’re continuously checking Facebook, have an uncontrollable urge to tweet (or read posts), or use LinkedIn to find a new job, consumers (Millennials and Boomers) are spending a great deal of time in these environments.

Marketing 59

Marketing Customer Service Consulting Consulting 59

Customer Experience Matters

AUGUST 14, 2017

Temkin Group published the 2017 Temkin Online Ratings. Based on a study of 10,000 U.S consumers, the ratings benchmarks the online experience delivered by 282 companies across 20 industries. USAA took the top two spots for its banking and insurance businesses, and its credit card business tied for 4th. Advantage Rent-A-Car took third place and Amazon.com tied for 4th.

Benchmark 63

Benchmark Banking Customer Experience 63

Russel Lolacher

AUGUST 14, 2017

Breakfast is your first and most important meal of the day, and the experience can have a pretty big impact on your travel adventures. On a recent road trip, we took an unexpected pause in a cool little city that’s really defining its personality. Welcome to Olympia, Washington. I’d definitely visit again. One of my customer experiences. The post What Happens When You Ruin Breakfast for Your Customer appeared first on The Upsell.

Upselling 48

Upselling Personalization Customer Experience Customer Service 48

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

Transperfect Connect

AUGUST 14, 2017

We are pleased to announce the rebranding of TransPerfect’s remote interpreting division to TransPerfect Connect. This new branding better reflects the full gamut of customer support services we offer our clients. While TransPerfect Connect still offers over-the-phone interpreting and video remote interpreting, we’ve expanded our contact center services to include chat and email services in multiple languages, along with highly customized business process outsourcing (BPO) programs in over 170 l

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Contact Center Customer Support 52

VocalCom

AUGUST 14, 2017

Great customer service begins with a customer-centric mindset. Brands that deliver exceptional service know that their customers are looking for great experiences that lead to long-term relationships. These brands invest time in developing a strong culture that supports this idea, making service an integral part of their overall brand strategy. Here are six benefits of a strong customer service culture that every brand should consider.

Customer Service 48

Customer Service Contact center software Gamification Customer centricity 48

DMG Consulting

AUGUST 14, 2017

Question: Our contact center supervisors spend most of their time taking escalations and answering agent questions, rather than working with their teams. Could adding team leaders help? Answer: Team leaders (or team leads, senior agents, lead representatives, etc.) play a very important role in contact centers by providing much-needed back-up for supervisors and handling several tasks on their behalf.

Contact Center 48

Contact Center Coaching Enterprise Management 48

Jon Arnold

AUGUST 14, 2017

I've been doing webinars with Ziff Davis on a steady basis lately, and the next one is about digital assistants. This is another way of saying chatbots, and what I'm really talking about is the emergence of conversational interfaces as a way to leverage AI to make both collaboration and customer care more effective. There's a lot to explore here, and I'll be providing an overview of current trends and opportunities based on my current research in this space.

Customer Care 45

Customer Care Chatbots Contact Center 45

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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

AnswerConnect

AUGUST 14, 2017

Leaders today have all kinds of learning resources at their disposal—articles, videos, podcasts, and massive open online courses (MOOCs) to. Continue Reading → The post Best Leadership Books for Remote Team Managers appeared first on AnswerConnect Blog.

Management 41

Management 41

ForeSee

AUGUST 14, 2017

Traditional business models are being disrupted left right, and pharmaceutical sales is certainly no exception. To help navigate this sea of disruption, big pharma would do well to focus on gaining a broader view of the digital experience from the perspective of prescribing doctors. But first, we should understand how and why the industry is changing.

Sales 40

Sales Healthcare 40

Talkdesk

AUGUST 14, 2017

Talkdesk supervisors are in a truly unique spot — they need to be able to track high-level metrics, but still need the ability to jump into calls if necessary. These supervisors need the to be able to use both agent and supervisor tools and the flexibility to move between them at a moment’s notice. Since a supervisor is primarily focused on managing the agents who are on calls with customers or prospects, let’s examine what Talkdesk offers from an agent management perspective.

Contact Center 40

Contact Center Contact center software Coaching Service level 40

360Connext

AUGUST 14, 2017

Have you ever lived through a major renovation project or lived through construction of a house or condo? I say “lived through” because it can be harrowing, on a #firstworldproblems level for sure, but harrowing nonetheless. First of all, selecting the right shade of gray or arguing with your spouse about 1-inch or 1.5-inch tile becomes exhausting.

Real estate 77

Real estate Construction Automotive Coaching 77

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!

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