Beyond Philosophy
JUNE 29, 2018
We all have habits. Some of them aren’t very good habits, either. But we have them, nonetheless. Many of them form without our awareness. We have habits as customers, too, and habits are powerful things, especially for Customer Experiences. We discussed this problem on our recent podcast, and defined habits as any time your mind prepares you to respond in a certain way based on environmental cues or stimulant.
ShepHyken
JUNE 29, 2018
This week we feature an article by Laura Bourne who shares four important factors that can help you achieve success and avoid customer service problems. – Shep Hyken. Your most unhappy customers are your greatest source of learning. – Bill Gates. There is no denying that loyal customers are the bread and butter of an organization. Retaining current customer satisfaction while securing more is fundamental to the growth of a business.
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Call Center Weekly
JUNE 29, 2018
I have a friend who has recently begun working remotely for a call center. It wasn’t what he really wanted to do. He has held “bigger” positions, and it was a little hard for his ego in the beginning. I am a firm believer that everyone should be required to work as a server or bartender early in their careers. After all, where else can you learn sales, customer service, and the ability to suck it up to make a paycheck?
Customer Guru
JUNE 29, 2018
We, at Customer Guru, reckon that customer experience (CX) has become the key differentiator in the success and growth of any business. Hence, we are determined to help organizations recognize the potential that CX holds for their business. Introducing our new podcast series – CX Conversations – where we talk to industry insiders and other CX leaders, who share their stories and experiences, with the intent of guiding organizations in building a customer-centric culture and, thus, gr
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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
Customer Service Life
JUNE 29, 2018
For us in the contact center world, we know it’s expensive to run a full time phone support contact center. It’s even more expensive when that contact center is 24/7. Phone support is a channel we’ve all known over the years and grown to hate. We’re stuck on long IVR menus, waiting to speak with a real human only to get another robot on the line.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
pindrop
JUNE 29, 2018
“Secrets based” authentication based off of your customer’s static PII today alone, is useless. With the addition of another massive data breach earlier this week of over 340M individual records of consumer and businesses with consumer profiles and preferences from a market data aggregation firm, consumer’s secrets are now fully exposed. Identifying data like the number of children you have, their gender, dog or cat ownership smoking preference, scuba certification, as well as the typical identi
Enghouse Interactive
JUNE 29, 2018
Having a perspective on the future is only valuable if credit unions know what technology they need to adapt to. From improving the customer journey, to building a seamless integration of channels and using data analytics to know more about each member, the financial impact on credit unions is determined by specific actions taken to prepare or react to industry trends.
Clarabridge
JUNE 29, 2018
The 2018 FIFA World Cup is the world’s biggest sporting event and it is generating millions of conversations on social media. Clarabridge is not one to stay on the sidelines so we got into the game and unleashed the world’s leading Text Analytics platform on this incredible dataset. Here is what we found now that the group phase is over.
SharpenCX
JUNE 29, 2018
The single most important thing you can do as a contact center manager is coach your team. Studies show frequent, specific feedback increases employee satisfaction, engagement, and performance. And, it creates a culture of trust company-wide. But, according to a study out of Interact, 37 percent of managers say they’re uncomfortable giving feedback, and a [.].
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.
Tethr
JUNE 29, 2018
With millions of uncaptured data points coming into the call center, BCU needed to dive deeper into the everyday conversations occurring with their members. Within a matter of months of implementing Tethr’s AI-powered communications intelligence platform, BCU was able to develop a new lens into member service and meet aggressive organizational goals around member experience and operational efficiency.
Tenfold - Contact Center Blog
JUNE 29, 2018
Organizations know how crucial the level of customer experience is in the pursuit of business goals. Gartner’s CX study released last May reports that 75% of organizations in its global survey have already formed a dedicated CX team. One in four of these CX teams reports directly to the company CEO–a clear indication that CX is a high-priority concern requiring executive management. .
Revation Systems
JUNE 29, 2018
According to FlexJobs , the U.S. remote workforce is made up of 3.9 million employees who work from home a minimum of half the work week. If that isn’t enough of an indicator of this growing trend, job site Indeed noted that jobseekers searching for “remote/work from home” as a keyword increased by 385 percent in 2017. While the work-from-anywhere movement is notable and significant, it doesn’t come without its challenges.
Branch Mesenger
JUNE 29, 2018
Here is a look at the top headlines we've curated this week about the world of retail, technology and work: ?? Hiring for seasonal holiday employees earlier than ever. ?? What landmark court decision means for retail? ?? Reshored: What jobs are coming back to America? ?? Money Flows into Beverage Funding. ?? Preparing kids for jobs that don't exist. ??
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!
Robert Davis
JUNE 29, 2018
By Bob Davis, Founder and CEO, Robert C. Davis and Associates. One common denominator. As a contact center CX consultant, I have seen outstanding customer experience, horrible customer experience and everything in between. From my observations, contact centers delivering outstanding customer experience have one common denominator – the time and energy they put into effective first-line coaching of contact center agents!
Integrity Solutions
JUNE 29, 2018
Sales Effectiveness Often Starts by Understanding Why Your Sales Managers Still Aren’t Coaching Their Teams. by Bruce Wedderburn. Ask a roomful of people to raise their hands if they know that regular exercise delivers health benefits, and without fail, every hand will go up. Ask if they know that there are health risks associated with a sedentary lifestyle, and most of those hands will stay up.
Bright Pattern
JUNE 29, 2018
Bright Pattern is happy to announce our position as a leader in the Gartner FrontRunners quadrant for the second year in a row! Our stellar rankings are the direct result of the usability of our software, plus an overwhelming amount of positive customer reviews, earning us a 5-star customer rating on Software Advice and a net promoter score of 96.67%!
ClientSuccess
JUNE 29, 2018
ClientSuccess hosted Lukas Quanstrom, CEO & Co-Founder, Ontic and 2017 Customer Success Innovator of the Year Finalist, for this month’s customer success webinar series: Churn Probability Score: How to Recognize Risks and Predict Customer Success. The recorded customer success webinar covers the topics on how to build and use the Churn Probability Framework to recognize risks and predict customer success.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Robert C. Davis and Associates
JUNE 29, 2018
By Bob Davis, Founder and CEO, Robert C. Davis and Associates. One common denominator. As a contact center CX consultant, I have seen outstanding customer experience, horrible customer experience and everything in between. From my observations, contact centers delivering outstanding customer experience have one common denominator – the time and energy they put into effective first-line coaching of contact center agents!
TeamSupport
JUNE 29, 2018
There’s a chance that your business, and subsequently your help desk, has grown organically and at a rate that outpaced your internal processes. While growth is exactly what you’re after, it can mean there are a few opportunities where you can get your arms around more efficient ways to do things. Your help desk should be two things: easy to use, and focused on communication and customer satisfaction.
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