ShepHyken
FEBRUARY 7, 2017
Jeremy Watkin on How Listening to Your Customer Service Reps Can Give You a Competitive Advantage. Do you realize there is a hidden gem in your customer service department? Shep Hyken speaks with Jeremy Watkin to discuss the strategies you can use to mine that hidden gem, which can give your organization a competitive advantage. But first… Shep Hyken discusses the power of the customer satisfaction survey.
aircall
FEBRUARY 7, 2017
Over the past twenty years, an overwhelming amount of studies have conclusively demonstrated that work-related stress negatively affects a growing number of people. Customer service stress is no exception. Every day, customer service industry workers must juggle demands and complaints of varying degrees of complexity, all in a fast-paced, high-stakes environment.
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Russel Lolacher
FEBRUARY 7, 2017
What better way to show your customers you care than with a love letter. And it doesn’t just have to be for Valentine’s Day. Oh hello Valentine’s Day. That day when lovers demonstrate their affection with gifts, words of love or events to mark the occasion…or all three. Depending on what you’re into. Well customers also like to feel.
Mindtouch
FEBRUARY 7, 2017
One of the most difficult parts of any business is quantifying success and failure. The rise of Customer Success , first in SaaS companies but quickly expanding into traditional industries, indicates a renewed focus on this problem from the point-of-view of the customer (based on the name alone, right?). Customer Success, according to Wikipedia, is the department at a company whose goal is: maximizing the value that customers generate from the solutions they acquired from the vendor by making th
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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
Avaya
FEBRUARY 7, 2017
If research has shown us anything, it’s that companies across virtually every sector are realigning around digitization. So much so that 80% of companies identify digital transformation as their top strategic priority, and nearly half of CIOs plan to spend 50% or more of their time in digital activities by 2021 (compared to 13% currently). Overall, IDC expects spending on digital transformation to surpass $2 trillion by 2019.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Robert Davis
FEBRUARY 7, 2017
By Larry Hunt , Vice President and Practice Leader. At Robert C. Davis and Associates (RCDA), not only do we help our clients implement and measure continuous improvement plans, we strive as a company to continuously improve our performance. On January 26, 2017, we conducted an NPS survey to determine our impact on our client. The survey was a three-question anonymous survey of our client’s contact center site leadership about RCDA’s performance in our support of 10 sites.
Vonage
FEBRUARY 7, 2017
It’s natural to always be on the lookout for ways to improve customer service at your organisation – but, sometimes, we’re so busy looking elsewhere that we don’t recognise what’s right under our own noses. How else can you explain these common customer service mistakes, which are so ubiquitous that many businesses don’t even know they’re doing anything wrong?
Clarabridge
FEBRUARY 7, 2017
With all the uncertainty swirling around health insurance coverage in the United States, we thought it was time to look at what consumers think about the service they get from their healthcare insurance providers. What does customer feedback tell us about the healthcare insurance member experience? The news is not good. In this report from industry expert Bruce Temkin, we find that health plan providers are missing the mark when it comes to customer experience.
Talkdesk
FEBRUARY 7, 2017
A phone is a device built for one purpose: communication. But the scope of communications is more broad than it’s ever been. The smart phones in our pockets and purses are not just devices to transfer voices across the miles anymore. These multi-purpose computers can do that, but they also email, pay bills, book services, browse the internet and much more.
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!
Clarabridge
FEBRUARY 7, 2017
With all the uncertainty swirling around health insurance coverage in the United States, we thought it was time to look at what consumers think about the service they get from their healthcare insurance providers. What does customer feedback tell us about the healthcare insurance member experience? The news is not good. In this report from industry expert Bruce Temkin, we find that health plan providers are missing the mark when it comes to customer experience.
Verint
FEBRUARY 7, 2017
These days, organizations across all industries need to make good use of their time and resources—and discover ways to strengthen customer relationships. Verint customers have the opportunity to do all three in sunny Orlando, Florida, May 22-25 at the Verint Engage Global Customer Conference.
Brad Cleveland Blog
FEBRUARY 7, 2017
The post The Truth About Objectives for Abandonment appeared first on Brad Cleveland.
Verint
FEBRUARY 7, 2017
Building a great journey map is not easy. In our experience, the best approach is to make the initial investment in a holistic map and its supporting customer data, and then drill down to solve transactional issues in the next phase.
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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.
Contact Center Pipeline
FEBRUARY 7, 2017
Workforce management (WFM) technology has developed alongside the contact center, coming a long way from the single-channel scheduling tool it once was. WFM helps people-intensive organizations plan and efficiently schedule their workforce to improve customer service as well as better meet the needs of employees. Like any tool, however, if not used correctly, it can […].
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