Steve DiGioia
SEPTEMBER 3, 2020
Remember that Seinfeld episode when George was charged a fee for not calling to cancel his doctor’s appointment? The reason: the doctor’s time is important and has “value”. If you can’t make your appointment it’s a loss of revenue for the doctor. Ok, that makes sense. But doesn’t the customer’s time have value too? As a service provider: Do you value your customer’s time?
Beyond Philosophy
SEPTEMBER 3, 2020
Building trust with customers is vital. While most people agree that this is true, we don’t always do what it takes to build trust. Today, I have five new rules that are guaranteed to build trust. . It is critical to remember that people won’t trust you just because you’ve turned up. You have to earn it and prove you are trustworthy. 1.
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CCNG
SEPTEMBER 3, 2020
Vicki Brackett has been leading both virtual/work-at-home and brick-and-mortar contact centers for over twenty years. In 2001, after managing her first virtual contact center, Vicki realized that different leadership strategies and tools were needed for the at-home environment. In this video clip from a recent member Town Hall, Vicki explains three strategies that will help you reengineer your leadership skillset – - First, how to utilize the brick-and-mortar feeling inside the virtual environme
Contact Center Pipeline
SEPTEMBER 3, 2020
If you’re looking for the best headsets for your call center agents working on Amazon Connect, here are our top picks. The type of headset you choose will depend on what you use your Amazon Connect for, and how your call center agents work with their headsets in their day to day work lives. Basically, […].
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Toister Performance Solutions
SEPTEMBER 3, 2020
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. Your smile is hard to see if you are wearing a mask. That's been a challenge for customer service employees in restaurants, retail stores, and other places that serve customers in-person.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ClientSuccess
SEPTEMBER 3, 2020
In the first post of this two-part series, I addressed a key question that often surfaces about who owns the renewal. In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? Compensation Plans for Customer Success Managers (CSMs). There’s wide debate in the customer success discipline regarding the best structure for a CSM compensation plan.
Ameyo
SEPTEMBER 3, 2020
COVID-19 has impacted every aspect of our lives and has impacted the overall growth of the country. The face-to-face interactions have reduced and to combat the repercussions of that, businesses are undergoing a digital transformation. Organizations are working towards a new normal, the contactless world with lots of virtualization and digitization.
Cisco - Contact Center
SEPTEMBER 3, 2020
Bridging Two Worlds for Greater Customer Experiences. What’s the first thing that comes to mind when you hear the words “customer experience”? Delightful? Frustrating? Cohesive? Confusing? We each have our own perspectives based on our most memorable experiences as consumers – either good or bad. What about when you hear “customer service”? You might think of both as being one and the same.
Eptica
SEPTEMBER 3, 2020
Date: Thursday, September 3, 2020 Author: Jeremy Payne, Group VP of Marketing & Alliances of Enghouse Interactive Turning a crisis into an opportunity: greener and more sustainable contact centres. Published on: September 03, 2020. Author: Jeremy Payne, Group VP of Marketing & Alliances of Enghouse Interactive COVID-19 has led to millions of people rapidly switching to home working, including those who traditionally commuted to contact centres.
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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
SharpenCX
SEPTEMBER 3, 2020
A few months back, my team and I had a conversation with a brilliant author, Susanne Jacobs. Susanne recently published the book DRIVERS: Creating Trust and Motivation at Work. It compiles years of first-hand research and other data to delve into what motivates us as humans. As it happens, we all have the same seven drivers that keep us engaged, productive, happy and safe at work and in life.
Andrew Mcfarland
SEPTEMBER 3, 2020
A recent Forbes article about United Airlines’ customer-friendly actions freed my inner skeptic. (Truth be told, it’s never been imprisoned.) Under the category of “much ado about nothing” United decided that their approach to customers was far from appealing. “When.
Aspect
SEPTEMBER 3, 2020
We’ve all been there; we need to interact with customer service and we just want to get it done right. We want to be sure that the issue is resolved correctly – For most of us, i t’s actually more than speed, convenience and personalization. . Without going out on a limb, I bet your customers feel the same way. But what else is important to your customers?
NICE inContact
SEPTEMBER 3, 2020
If you are manually pulling reports from disparate systems, processes become very inefficient and ultimately lead to a delay in visibility while the analysis and aggregation occurs. That’s why it’s so important for contact centers to have a performance management process to automatically aggregate raw data from the plethora of different data sources the contact center pulls from.
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.
ForeSee
SEPTEMBER 3, 2020
Have you recently used curbside pickup at a retailer, grocery store, or restaurant? How did it go? Did the experience exceed your expectations or were you disappointed? Was there an.
Wowdesk Blog
SEPTEMBER 3, 2020
You might be having the best customer service ticketing system at your disposal, but it is quite possible for you to get overwhelmed looking at the hefty number of tickets waiting in line. . Your ticketing system might be super-efficient but there’s still going to be one ticket you are going to avoid (c’mon, sometimes it gets difficult).
Maru Group
SEPTEMBER 3, 2020
The enforced social lockdowns to combat the coronavirus pandemic around the world created a new army of homeworkers. With restrictions now easing, recent data from our Maru/Matchbox Feel, Behave, Think COVID-19 tracker suggests 40% prefer their work from home setup over office work. It’s a pattern that’s so prevalent that even tech giants like Twitter have announced the end of their global workplace altogether.
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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.
LiveVox
SEPTEMBER 3, 2020
In this episode of Thoughtline, we consider the ways that alternative digital payment options can be implemented in the contact center. Especially in today’s contactless world, digital payment options like Venmo, Paypal, and others are suddenly the real MVPs. In this Thoughtline dispatch, Boris Grinshpun sat down with Jon Balon, VP of Product & innovation […].
Nuance
SEPTEMBER 3, 2020
I could not have been prouder of our team when I got the news that Nuance was named the industry leader in Opus Research’s latest Intelliview Report. Of course, it’s exciting whenever we get third party validation of our technology and outpace competitors, but this report was different. It was powerful because of what exactly [.] The post Nuance Named Leader: Delivering on a vision of biometrics for both convenience and security appeared first on What’s next.
inmoment
SEPTEMBER 3, 2020
If you’re looking for reasons why employee experience (EX) is crucial to the success of your brand, all you need to do is count the hours. The truth is that most of us spend the majority of our lives at work; in many cases, we spend more time chatting with our co-workers than some of our family members. Therefore, the employee experience has a major impact on our overall health and well-being, leading us to look for jobs that both engage and fulfill us.
Wowdesk Blog
SEPTEMBER 3, 2020
What is the purpose of a customer support team? To provide solutions to the issues raised by customers. . How do you think you will come up with a solution? With a complaint management software. Of course, but there is more to the plate than just leaving it all on the software. . The customers in today’s times are aware. That being said, they are well aware of their legal rights when it comes to lodging a complaint.
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!
CSM Magazine
SEPTEMBER 3, 2020
Business insurance can be frustratingly expensive, but it’s an essential part of good customer service. Here’s why, and how you can get it cheaper. Running or managing your own business often comes with just as much risk as reward. From employees getting injured through to extreme weather stopping you from trading, you need insurance to safeguard your business in case the worst comes to the worst.
ConvergeOne
SEPTEMBER 3, 2020
Has your organization realized the full potential of your Microsoft Office 365 subscription by adopting Microsoft Teams?
The Petrova Experience
SEPTEMBER 3, 2020
One of the hurdles for Customer Experience Consultants like us is proving the business case for bringing us on board. Leaders often think that if they talk about being customer-centric at their all hands meetings, their companies will automatically transform into customer-led organizations. I wish cultural and operational transformations were that easy!
C Space
SEPTEMBER 3, 2020
The Brand Move Roundup – September 3, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. In early March we began reporting daily on how brands were dealing with Covid-19. But it’s become clear that the current climate is one of near-perpetual disruption, so we decided to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world.
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
Brad Cleveland Blog
SEPTEMBER 3, 2020
The best contact centers continually work on the root causes of turnover. There are many common causes of turnover, such as insufficient development opportunities, pace of effort required, feeling of not being appreciated, the list goes on. What is most important in retention efforts is determining what is important to each individual employee on your team.
Strikedeck
SEPTEMBER 3, 2020
Shreesha talks about how to leverage customer advocacy to expand your business.
Brad Cleveland Blog
SEPTEMBER 3, 2020
The best contact centers continually work on the root causes of turnover. There are many common causes of turnover, such as insufficient development opportunities, pace of effort required, feeling of not being appreciated, the list goes on. What is most … Continue reading → The post The Stay Interview: A Powerful Retention Tool appeared first on Brad Cleveland.
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