ShepHyken

APRIL 4, 2018

I’ve got good news and bad news for you. The good news is that you no longer have to keep up with your competition; the bad news is that now you have to keep up with your customer – meaning your customer’s expectation of the service that makes you competitive. Perhaps you just heard that your competitor is working hard to take away business from you – maybe they’re announcing a new product; maybe they’re advertising a major sale; maybe they’re opening a new location.

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industry standards Benchmark Advertising Customer Service 243

Callminer

APRIL 4, 2018

Have you heard about the General Data Protection Regulation? It’s important to understand if or how this new legislation is going to affect your business and ask yourself: are you ready for GDPR?

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Contact Center Pipeline

APRIL 4, 2018

Spring has sprung here in Annapolis, MD. The little peepers are singing at the top of their lungs in the evening letting us all know that spring is finally here. Their singing tells us it’s time for growth and renewal. What’s better than empowering and engaging our agents to achieve growth and renewal? FEATURE ARTICLE […].

Contact Center 100

Contact Center Call Center 100

Customer Service Life

APRIL 4, 2018

Episode #53 features our first repeat guest. Yay! It’s always a great day when we get to talk customer service with our good friend Leslie O’Flahavan. Leslie is the owner of E-WRITE and the foremost expert on writing for customer service. In this episode we first talk about one thing we’d rather make than buy from the store and then we dive into this #FreeToHelp movement that Jenny and Leslie started.

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Contact Center Call Center Customer Service 88

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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.

Fonolo

APRIL 4, 2018

Apple announced “Business Chat” in June, staking a claim to a vital piece of the ecommerce landscape: the channel for customer service communication. The product went into live beta this week with about 10 companies participating, and the timing could not be better for Apple. Facebook, their main rival in this field, is bloodied from weeks of bad press over privacy issues.

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Customer Service Chatbots Government Contact Center 90

Nexmo

APRIL 4, 2018

“Way a communication two is street.” Effective communication requires more than just a compilation of words. It requires context, nuance, and most importantly an understanding of who said what and when. Without these considerations, any statement or conversation between two parties can start to resemble the broken gibberish above as opposed to the cohesive sentence that it […].

Call Center 69

Call Center 69

Taylor Reach Group

APRIL 4, 2018

Original post via ProProfs, expert opinion summary by Colin Taylor. With Customer Experience being a crucial factor in business operations, comes the importance of ensuring high customer satisfaction (CSAT) levels. A high CSAT is a indicator of customer loyalty and repurchase intentions. This differentiator will reduce customer churn. Retaining brand advocates results in cost savings as it is cheaper to retain customers than it is to acquire new ones.

Customer centricity 68

Customer centricity Contact Center Customer Care Accountability 68

PeopleMetrics

APRIL 4, 2018

Everybody works hard. There’s a reason that no hiring manager has ever been blown away by the answer “I’m a hard worker” when they ask why they should hire you. We all consider ourselves hard workers, but only a small percentage of the workforce will ever experience the seemingly infinite, grueling hours that Certified Public Accountants (CPAs) experience from January 1 st to April 15 th every calendar year.

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Feedback Benchmark Accountability Best practices 66

AskNicely

APRIL 4, 2018

How does a SaaS-based fleet software company solve complex customer needs at scale? They rally their entire organization around customer feedback. Fleet Management Software Meets Real-Time Customer Feedback. To say the fleet management industry is complex is a massive understatement. The role of a fleet manager requires keeping several dozen spinning plates in the air (vehicle maintenance, strict regulatory com pliance, stringent budgetary requirements, logistics management, and everything in be

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Feedback SaaS Sales Management 60

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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

CX Journey

APRIL 4, 2018

Are journey maps a waste of time, or can you really use them to drive CX change? There's a big problem brewing out there when it comes to journey mapping: Too many folks view journey maps as useless, when instead, the maps should be seen as one of the (if not the ) most powerful tools and processes in the customer experience professional's arsenal. Done right, you can drive real CX change with your journey maps!

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Journey mapping Customer emotions Customer Experience 63

Kayako

APRIL 4, 2018

The thought of introducing live chat is daunting. You’re opening up the floodgates to a new channel, and it’s another thing added to your already growing list of apps to manage. Why bother with live chat if it adds this much pressure to you and your team? Live chat is increasingly becoming an essential support tool as a growing number of customers won’t shop somewhere that doesn’t offer real-time chat.

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Self service Scripts Sales Wait times 54

Contact Center Geek

APRIL 4, 2018

Has working in customer service made a positive affect in your personal life? The short answer is: absolutely! I’m not sure if I was drawn to work in customer service because of my natural curiosities and interests or if working in service has created who I am today. I suspect it’s a little of both. I believe that working in customer service and leading customer service teams has taught me more about the human condition than I would have otherwise learned.

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contact center associations Education Contact Center Call Center 54

Bright Pattern

APRIL 4, 2018

For anyone trying to deliver the best customer experience, app and data fragmentation is a big problem. Because businesses rely on one or more CRMs and/or contact center applications, customer data typically lives in multiple places.

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Contact Center Customer Experience 55

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

Taylor Reach Group

APRIL 4, 2018

Leveraging a proprietary approach, combined with best practice benchmarking, the Audit process creates a road-map to a future state by assessing all aspects of current Contact Center operations. The Taylor Reach Group, Inc., retained to complete a Contact Center Audit for one of the world’s leading digital data collection companies. TORONTO (PRWEB) April 4, 2018.

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Consulting Consulting Contact Center Call Center 51

TRUSTID

APRIL 4, 2018

How do your customers feel when they turn to you for help? Do they feel supported or immediately on the defense? If the first thing your contact center agents do when they pick up the phone is begin interrogating callers with a bunch of personal questions, then you’re likely at odds with creating an efficient and effective telephone environment for your valued customers.

Banking 50

Banking Contact Center Personalization Call Center 50

NICE inContact

APRIL 4, 2018

Cloud computing is now an archaic term. Every business is moving to the cloud and it is just a matter of time before a big swap out from premise. If you think you are not going to embrace cloud, think twice. Chances are, you send office emails through Office 365, you talk to your coworker in Webex, share files in Dropbox, sign your sales contracts in Docusign, take an Uber home, watch movies in Netflix and “like” in Facebook but don’t realize how permeating these cloud applications are – be it w

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Contact Center Finance Cloud contact Enterprise 48

Mindtouch

APRIL 4, 2018

According to the 2017 Global Contact Center Survey from Deloitte , “customer feedback is ‘core to our DNA’ or ‘a core input to business decisions'” for more than 80% of companies surveyed. This helps explain why customer satisfaction (CSAT score) remains one of the main KPIs by which we evaluate call centers. It is a metric for tracking the quality of the customer support experience, really.

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Customer effort Feedback Surveys Contact Center 48

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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

TRUSTID

APRIL 4, 2018

How do your customers feel when they turn to you for help? Do they feel supported or immediately on the defense? If the first thing your contact center agents do when they pick up the phone is begin interrogating callers with a bunch of personal questions, then you’re likely at odds with creating an efficient and effective telephone environment for your valued customers.

Banking 48

Banking Contact Center Personalization Call Center 48

Strategic Contact

APRIL 4, 2018

Strategic Contact has facilitated an annual survey on Credit Union Contact Center best practices for the last two years. (If you don’t have the latest results, click here!) This year, we are doing some “bite-sized” surveys to enable us to dive deeper into specific issues of interest to CU contact center leaders. Our first topic.

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Coaching Best practices Contact Center Surveys 48

Customer Experience Matters

APRIL 4, 2018

Congratulations! Temkin Group announces the winners of its 2018 Customer Experience Vendor Excellence Awards: Clicktale, Medallia, Qualtrics, Rant & Rave, Waypoint Group Vendors were evaluated based on their nomination forms that included five sections: 1) company overview, 2) “make the case” for their nomination, 3) three detailed case studies, 4) future direction, and 5) three or more customer references.

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Analytics Customer Experience 50

Sampson Lee

APRIL 4, 2018

Why is there a high failure rate of customer experience (CX) initiatives? And why do most CEOs not buy into CX? Because CX professionals and companies are not practicing a Real CX. Conventional and Real CX in a Nutshell Many CX professionals currently assess customer experience through the lens of biased ‘service’, and are becoming […].

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Customer Experience 42

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!

Feedback

ClientSuccess

APRIL 4, 2018

For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

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Management Customer advocacy Best practices SaaS 40

Customer Experience Matters

APRIL 4, 2018

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to USAA for earning the best customer experience score in the credit card industry.

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Surveys Customer Experience 40

Brad Cleveland Blog

APRIL 4, 2018

Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for forecasting purposes will not reflect the environment accurately. Some relatively simple analysis can go a … Continue reading → The post Tighten Up Your AHT Projections appeared first on Brad Cleveland.

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Average Handle Time Call Center Contact Center Management 26

Customer Experience Matters

APRIL 4, 2018

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Citizens Bank and credit unions for earning the best customer experience scores in the banking industry.

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Banking Surveys Customer Experience 40

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

Journey mapping

Brad Cleveland Blog

APRIL 4, 2018

Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for forecasting purposes will not reflect the environment accurately. Some relatively simple analysis can go a long way toward tightening up your projections.

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Average Handle Time Call Center Contact Center Management 20

Aspect

APRIL 4, 2018

As part of our ongoing collaboration with CallMiner, we’re eagerly anticipating the Engagement Analytics Lunch we’ll be holding at the new Aspect offices on 19 th April! When it comes to customer engagement, modern businesses face a real need for speed and efficiency. Customers have come to expect a level of service that aligns with their hectic, always-on lifestyles, so businesses are having to adapt their own methods of working in order to meet this demand.

Analytics 14

Analytics Consulting Consulting Technology 14

Brad Cleveland Blog

APRIL 4, 2018

Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for forecasting purposes will not reflect the environment accurately. Some relatively simple analysis can go a long way toward tightening up your projections.

Average Handle Time 20

Average Handle Time Call Center Contact Center Management 20