ShepHyken

JANUARY 24, 2017

Steve Curtin on the “Other Dimension” Necessary to Raise Your Customer Service from Ordinary to Extraordinary. Sure, you hire your people based on job function, but shouldn’t you also be hiring on job essence? Shep talks with Steve Curtin who says, “Employees consistently execute mandatory job functions for which they are paid, yet they inconsistently demonstrate discretionary customer behaviors, which are known as ‘voluntary job essence.'” In other words, your employees may be doing what

Consulting 197

Consulting Consulting Customer Service Sales 197

Callminer

JANUARY 24, 2017

Watch as Jim Rembach from FastLeader.net interviews our own Brian LaRoche at the recent show Call Center Week Winter 2017.

Analytics 182

Analytics Call Center 182

Contact Center Pipeline

JANUARY 24, 2017

Consider for a moment how much you invest in your agents. Salary and benefit costs are obvious. But don’t forget recruiting, hiring and training. And hardware, software and support costs for desktops and phone systems. And unless you have a remote workforce, you are also paying for rent, furniture, utilities and other facility charges. And […].

Schedule adherence 100

Schedule adherence Contact Center Call Center 100

McorpCX

JANUARY 24, 2017

Today, nearly every customer experience in nearly every industry is driven or supported by ever-more-quickly-evolving digital technology. The landscape is changing so rapidly that customer experiences are already being radically reshaped by technologies that are cutting edge today—but will be mainstream tomorrow.

Technology 73

Technology Customer Experience 73

Advertisement

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.

AskNicely

JANUARY 24, 2017

Bruce Springsteen believes that his whole career has been built on the back of 1000 true fans. 1000 people that are so passionate about what he does that they will not only buy everything he’s selling, but much more importantly each of them will influence a thousand more people to buy some of The Boss. And a thousand times a thousand is a million and that’s a platinum record right there.

Marketing 60

Marketing SaaS 60

GetFeedback

JANUARY 24, 2017

By analyzing customer feedback regularly, companies can stay in tune with their needs and ultimately increase retention. Here are three ways to do it.

Feedback 60

Feedback 60

NICE inContact

JANUARY 24, 2017

You and your project team have poured hours into the design and implementation of your new call center technology platform, and the big day has finally arrived – Go-Live. While Go-Live is the culmination of months – and depending on scope, even years – of hard work, the day itself sometimes just passes us by and proves to be a bit anticlimactic. However, celebrating Go-Live and making it something to remember can reap benefits in terms of your system adoption and momentum.

Call Center 55

Call Center Technology Contact Center Gamification 55

Vonage

JANUARY 24, 2017

I am amazed at the effort companies put into building service brands on the outside, yet how fragmented they can be on the inside when it comes to customer service excellence. When fragmentation on the inside is experienced by customers on the outside, real trouble is brewing for the brand and any changes of being known for customer service excellence.

Customer Service 53

Customer Service Advertising Education Customer Care 53

Genroe

JANUARY 24, 2017

While there are many advanced statistical packages out there you don’t need them to perform a detailed and comprehensive analysis of your survey data. You can use the same techniques and approaches in Excel and in this post, I’ll take you through how to analyze survey data in Excel. Excel is a very good tool […].

Surveys 53

Surveys 53

Advertisement

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

JANUARY 24, 2017

Whether you’re selling direct to consumers or businesses, e-commerce is a critical way to display your wares and make sales. But since e-commerce has been around, the innovations around the service have been geared towards making it simpler for consumers to check out and discover related items. In a lot of ways, it has followed the logic of supermarkets: allow consumers to browse everything available, group together related items (whether in aisles or categories) and make checking out simple.

Scripts 48

Scripts Sales Feedback Personalization 48

aircall

JANUARY 24, 2017

Sortlist, a B2B marketplace , helps large companies connect with agencies to build attractive apps and memorable marketing campaigns. But Sortlist does more than present a list of potential partners, it creates smart-matches that ensure compatibility: Professional soulmates. Founded just 3 years ago, Sortlist now counts Yamaha Motors and Tupperware among its ever-growing registry of clients.

voip 48

voip APIs B2B CRM 48

CustomerServ

JANUARY 24, 2017

It was June of 1986, the Dow Jones was hovering at 1,800 and Ronald Reagan was President. I had just graduated from high school and a buddy of mine referred me to a “part time job” in Manhattan. Sure, why not? Extra money, save up before college in the fall, working in the big city… sign me up!

Call Center 48

Call Center 48

Clarabridge

JANUARY 24, 2017

By Jeannie Walters, CEO and Founder of 360Connext. Understanding and overcoming common blindspots in the customer journey. You’ve dedicated yourself to understanding your customers better! Fantastic! Maybe you’ve become a survey savant or customer experience evangelist. But what if you’re missing something? What if you’re missing the ONE thing in the customer journey that will make you understand how to truly deliver an exceptional experience for your customers?

Wireless 45

Wireless Metrics Feedback Advertising 45

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

CX Journey

JANUARY 24, 2017

Image courtesy of GMC Software We can all use a little help when it comes to customer experience transformation initiatives. And that's the reason GMC Software is planning for an exciting virtual event on February 7, 2017, dubbed CX Transformation Day. I'm happy to partner once again with GMC to co-keynote this event with their VP of Product, Scott Draeger.

Banking 46

Banking Customer Experience Management 46

Talkdesk

JANUARY 24, 2017

When it comes to customer satisfaction , it’s tempting to set reactionary goals: an ideal percentage of customer issues should be resolved within an ideal number of minutes or exchanges. This is a necessary part of any business and can appear to be the the best way to provide real value to buyers. In some ways it is — a caller with a product crisis wants to come to a resolution as completely and as quickly as possible.

Customer Service 40

Customer Service SaaS Feedback Surveys 40

Verint

JANUARY 24, 2017

Has the news of your successful robotic process automation initiative spread across your organization? Are you getting new suggestions each day of processes that should be automated next? Or, are you just getting started with RPA and thinking about how you might manage the technology so that it could be used to complete numerous tasks or entire processes in the future?

Technology 37

Technology Management Contact Center 37

LiveChat

JANUARY 24, 2017

When it comes to delivering exceptional service, there’s a big competition among companies. Your products have a great price–quality ratio? That’s great, but is your customer service also that good? If it’s not, you can be sure that most customers who buy a product from you, won’t come back in the future. Customers are getting more and more attractive offers from different providers all the time.

Customer centricity 31

Customer centricity Airlines Surveys Education 31

Advertisement

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

Verint

JANUARY 24, 2017

Providing great experiences for customers has become an important goal for many companies today. They recognize that creating compelling experiences is the best way to attract, retain and delight customers; engage employees; and differentiate their company from the competition. As I have discussed in a previous blog for the Atlanta Business Chronicle , Bain & Company has conducted research that found that 80 percent of companies surveyed believe they deliver a “superior experience” to custom

Customer Experience 32

Customer Experience Surveys Employee engagement Feedback 32

PanTerra

JANUARY 24, 2017

Circuit City, Radio Shack, BlockBuster, Borders, Brookstone….

voip 44

voip 44

Brad Cleveland Blog

JANUARY 24, 2017

The post Don’t Leave Culture to Chance appeared first on Brad Cleveland.

Contact Center 26

Contact Center Call Center Customer Service 26

Uniphore

JANUARY 24, 2017

The authoritative 2016 Dimension Data Global Contact Centre Benchmarking Report highlights that 82.5% of surveyed organizations recognize – at an executive level – that Customer Experience (Cx) is unquestionably a key differentiator and the driving force powering digital transformation strategies and implementations. The report also details the top twelve technology trends in the customer service and contact center sector.

Benchmark 13

Benchmark Contact Center Surveys Technology 13

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

Brad Cleveland Blog

JANUARY 24, 2017

Contact Center 21

Contact Center Call Center Customer Service 21

AskNicely

JANUARY 24, 2017

Bruce Springsteen believes that his whole career has been built on the back of 1000 true fans. 1000 people that are so passionate about what he does that they will not only buy everything he’s selling, but much more importantly each of them will influence a thousand more people to buy some of The Boss. And a thousand times a thousand is a million and that’s a platinum record right there.

Marketing 94

Marketing SaaS 94

Brad Cleveland Blog

JANUARY 24, 2017

Contact Center 20

Contact Center Call Center Customer Service 20