CX Global Media

JUNE 1, 2017

Hiring the best contact center agent is getting more complex with each passing year. As more interaction channels enter the contact center, the interactions agents need to support are more challenging and require higher skill sets. To obtain higher skilled candidates, contact centers must focus on the candidate experience. Watch Tim Kennedy of Shaker with Jim Rembach on Contact Center Candidate Experience.

Contact Center 136

Contact Center Call Center Coaching Education 136

CustomerGauge

JUNE 1, 2017

Over the last half-decade the customer experience and Net Promoter Score® industry trends has changed as we know it. Customers have become increasingly empowered with technology and now demand a highly personalized and frictionless customer experience that meets their needs and expectations. In order to keep customer satisfaction and loyalty to a high standard, NPS® has […].

Customer Experience 87

Customer Experience Technology Personalization 87

360Connext

JUNE 1, 2017

In many ways, customer experience is still a new phenomenon. Ok that’s not really accurate, of course. Your customers have experiences with you, and judge their relationship with your brand based on how they feel about those experiences, whether you want them to or not. But the idea of investing in creating powerful, meaningful and delightful experiences is still a relatively new idea.

Airlines 84

Airlines Feedback Customer effort Metrics 84

Kayako

JUNE 1, 2017

Over the past few years, all hands support has been touted as the pinnacle of cross-company customer service collaboration. And yet, it’s still undervalued as a tool for minimizing barriers between businesses and their customers. But all hands support has its issues too. While the expected benefits of an all hands approach are many, the notion that everyone in a company should participate in answering customer service is idealistic and naive.

Customer Service 82

Customer Service Engineering Feedback Benchmark 82

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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.

Amity

JUNE 1, 2017

Operationalizing a High Volume Onboarding Team. How to do it scalably and efficiently while achieving near 100% Customer Satisfaction and lowering time to desired outcome. If you’ve spent any time in SAAS Customer Success, you’ll understand that one of the most important aspects of adopting a new software product is the onboarding and training period.

Benchmark 69

Benchmark SaaS CRM Consulting 69

Toister Performance Solutions

JUNE 1, 2017

I often get calls from customer service leaders who want to do some training for their team, but face a few challenges: Budgets are limited. It's an operational nightmare to get everyone scheduled into a class. A single workshop won't produce sustainable results. That's why I'm experimenting with a series of training plans that take a novel approach.

Customer emotions 64

Customer emotions Consulting Consulting Personalization 64

Topdown

JUNE 1, 2017

We'll be exhibiting June 4-7 at the IASA 2017 Annual Educational Conference and Business Show in Orlando, Florida. Our focus will be on how INTOUCH ® , our new cloud-based Customer Communication Management (CCM) solution, improves both the customer experience and the employee experience in the insurance industry.

Education 63

Education Customer Experience Management 63

Provide Support

JUNE 1, 2017

5 Tips for Effective Leadership in Customer Service. Customer service team success is most significantly influenced by service-focused culture that starts at the top and works its way throughout the company. In today’s highly competitive marketplace, the most popular businesses attribute a large part of their success to having a customer service mindset that has the power to build a strong brand image and product differentiation.

Customer Service 65

Customer Service 65

Calabrio

JUNE 1, 2017

It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. Consumers have high expectations for a great experience no matter where they interact with brands, therefore businesses are now forced to stop thinking about loyalty in terms of brand name and start thinking of it in terms of experience.

Chief Customer Officer 65

Chief Customer Officer Contact Center Customer retention Surveys 65

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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

Surveys

Mindtouch

JUNE 1, 2017

Imagine gaining new value from something you already have. Now imagine that newly gained value improving employee efficiency and customer satisfaction at the same time. Interested? Knowledge-Centered Service (KCS ® ) enables organizations to leverage existing knowledge to gain benefits in operational efficiency, self-service support , and organizational learning.

Self service 54

Self service Best practices Management 54

Uniphore

JUNE 1, 2017

Omnichannel and personalization – and never the twain shall meet. Is the desire to deliver a true omnichannel contact center offering at odds with the idea of providing a truly personalized customer experience? Read More.

Personalization 53

Personalization Contact Center Customer Experience 53

Teresa Allen

JUNE 1, 2017

​Customer service failures have captured the headlines in 2017. As such, companies are becoming ever more aware of how their brand reputation is linked to individual customer service encounters! As a consumer, how can you take advantage of this customer focus? Here are 5 ways to become a customer service expert consumer: 1. Know your rights. Whether you are flying on an airplane or buying groceries, there are certain implied and government regulated consumer rights.

Customer Service 48

Customer Service Airlines Complaint resolution Entertainment 48

Avaya

JUNE 1, 2017

Sensors in their jerseys, shoes, and helmets. Sensors in the turf, the goal box, race car, and golf club. Athletes of the future will be tracked at every moment so we can know how fast and focused they are, and when they’re “in the zone.” The sports experience has become a 21st-Century medley of sights, smells, and experiences. Undoubtedly, technology is shaping the modern fan experience.

Technology 50

Technology Wireless Coaching Analytics 50

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

Calabrio

JUNE 1, 2017

It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. Consumers have high expectations for a great experience no matter where they interact with brands, therefore businesses are now forced to stop thinking about loyalty in terms of brand name and start thinking of it in terms of experience.

Chief Customer Officer 40

Chief Customer Officer Contact Center Customer retention Surveys 40

Jon Arnold

JUNE 1, 2017

May was my most go-go month ever, and it continues through early June. Next week, I'll be attending the Canadian Telecom Summit through Wednesday, then on Thursday, I'm the locknote speaker for the SCTC , of which I'm a member. The event takes place just outside Toronto, and is being run by our CRG - Canadian Regional Group. It's a day-long event, and being titled 2017 Canadian Technology Outlook , we'll be covering a lot of ground.

Consulting 40

Consulting Consulting Technology 40

Calabrio

JUNE 1, 2017

It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. Consumers have high expectations for a great experience no matter where they interact with brands, therefore businesses are now forced to stop thinking about loyalty in terms of brand name and start thinking of it in terms of experience.

Chief Customer Officer 40

Chief Customer Officer Contact Center Customer retention Surveys 40

Talkdesk

JUNE 1, 2017

For contact center teams, managing agent workloads can be challenging. It’s not productive to overwork reps, but at the same time, it’s wasteful to have too much idle time. Customer communications are typically received in real time, but across disparate systems, so supervisors lack visibility into agents’ current tasks. This makes it difficult to properly assign and prioritize incoming tasks.

Schedule adherence 40

Schedule adherence Contact Center Management 40

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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

LiveChat

JUNE 1, 2017

Have you ever viewed a website on your mobile phone and thought, “Uh. This looks horrible,” before exiting it immediately? When we stumble on websites that don’t look “right”, it’s usually because the owners haven’t implemented something called responsive design. In other words, the site might look great on your desktop, but it looks positively horrendous on mobile devices.

Engineering 43

Engineering Sales Marketing Technology 43

Verint

JUNE 1, 2017

CRMXchange QA & Analytics Virtual Conference. June 5-8; Online Webinar. Verint’s Kristyn Emenecker, global vice president, product strategy group, will present “Quality Is a Contact Sport: Human Intelligence in an Artificial Intelligence World” on June 5 at 2 p.m. ET. With all the talk about automation, robotics and artificial intelligence coming to the world of scoring and quality, it is not clear where the everyday quality assurance pro goes from here.

Analytics 30

Analytics Employee engagement Coaching Feedback 30

Teresa Allen

JUNE 1, 2017

​Customer service failures have captured the headlines in 2017. As such, companies are becoming ever more aware of how their brand reputation is linked to individual customer service encounters! As a consumer, how can you take advantage of this customer focus? Here are 5 ways to become a customer service expert consumer: 1. Know your rights. Whether you are flying on an airplane or buying groceries, there are certain implied and government regulated consumer rights.

Customer Service 62

Customer Service Airlines Complaint resolution Entertainment 62