Beyond Philosophy
JANUARY 11, 2017
Back in November, Hertz rental car shares fell sharply when the huge rental car company slashed its profit forecast for the year. Hertz (which also owns Dollar and Thrifty) blamed it on vehicle depreciation, but depreciation may be the least of the rental car industry’s worries as we move into 2017. Over the past several months, I’ve become a fan of Uber and Lyft.
ShepHyken
JANUARY 11, 2017
A few weeks ago I had breakfast at one of my favorite places, First Watch. On that particular day I wasn’t that hungry so I ordered just one pancake. Typically, when I add a pancake they charge a dollar. When the server left the check on the table I noticed they charged me five dollars for the pancake. I asked about the high-priced pancake and learned there was as difference between adding a pancake and ordering just one for breakfast.
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Contact Center Pipeline
JANUARY 11, 2017
The last few years have brought constant change and evolution in customer expectations, technology, digital channels and how contact center leaders and solutions providers see the future of service delivery. Each year, we see new trends emerge across all areas of the business—some that become game-changers for the contact center industry, while others just seem […].
aircall
JANUARY 11, 2017
Due to becoming more mobile and more tech-savvy, customers have increasingly high standards when it comes to customer service. The emergence of customer self-service is a reflection of an evolution of customer expectations. Speedy service ranks high amongst these expectations: in a survey by Interactive Intelligence Group, “short response times” ranked higher in importance for customers than “efficiency”, “knowledgeable agents”, and even “professionalism”.
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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.
Vonage
JANUARY 11, 2017
There’s a natural tendency for human beings to grow accustomed to any condition–positive or negative–over time. This is called the psychological principle of “hedonic adaptation.” . As a positive force, hedonic adaptation is a very good thing if you lose a job (or even a leg); it helps you to accept and ultimately adapt to your new situation. As a negative force, it’s to blame for such consequences as the fabled seven year itch, and the fact that catchy new songs become irritating not-so-new
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
airespring
JANUARY 11, 2017
SD-WAN simplifies the delivery of WAN services to the branch office, improving connectivity and WAN management. Research firms continue to provide a positive forecast on the future of SD-WAN and its impending primacy in the network services market. But if you’re more of a practical businessperson than you are a tech junkie, you might ask yourself – do you really need it?
LiveChat
JANUARY 11, 2017
The new year brings new challenges you need to face when it comes to helping your customers. Have you already made some plans on how you want to approach your customer service in 2017? One metric that you can’t go wrong with is first contact resolution. In today’s post, I’ll discuss why first contact resolution is so important , why it should be your main goal to improve it in 2017 and how you can go about doing that.
airespring
JANUARY 11, 2017
SD-WAN simplifies the delivery of WAN services to the branch office, improving connectivity and WAN management. Research firms continue to provide a positive forecast on the future of SD-WAN and its impending primacy in the network services market. But if you’re more of a practical businessperson than you are a tech junkie, you might ask yourself – do you really need it?
Natalie Petouhof
JANUARY 11, 2017
Tweet Alexa Voice Service (AVS) is the software that allows owners to control compatible devices with their voice. From the various reports it was estimated there were 700–1,100 Alexa-controllable products at CES. And the Amazon / Alexa logo was everywhere at CES. Is the Age of George Jetson here? In a smart home, everything from the the HVAC to the TV to window shades can be controlled.
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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
Clarabridge
JANUARY 11, 2017
Are you wondering where 2016 went? So much happened in the past year, there’s a good chance you didn’t get everything done that you were planning. You may even have missed some of the top CX reads from Clarabridge. So, in case you missed it…. Customer Journey Map Template. Building a customer journey map is one of the first steps toward effective customer experience management, but it’s hard to know where to start.
Brad Cleveland Blog
JANUARY 11, 2017
The post Improving ROI on Quality Monitoring appeared first on Brad Cleveland.
Amity
JANUARY 11, 2017
Based in Berlin and San Francisco, test IO pioneered continuous testing for agile software development teams. By connecting its customers with thousands of professional software testers around the world, test IO gives teams near-instant real world test results on any device. Hundreds of customer-obsessed organizations -- and their developers, quality assurance engineers, and product managers -- rely on the power and flexibility of test IO’s self-service platform to ship their software fast
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 Relationship Metrics
JANUARY 11, 2017
Everybody’s talking about it. Many boast about their escapades and their appeal. Some of it is rumor, hearsay, and hush hush. We stare in awe and idolize the exploits of the people we look up to and shy away from the focus being turned on our own shortcomings. No, I’m not talking about sex — I’m talking about customer experience. What does customer experience have to do with sex?
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