ShepHyken
FEBRUARY 14, 2017
Lynn Hunsaker on How to Retain Customers. So You Don’t Have to Attain Them. What thinking goes into creating an amazing customer experience? Shep Hyken speaks with Lynn Hunsaker, who talks about a mistake that companies typically make in this process. First Up: Shep’s opening monologue takes a look at two companies that truly understand the customer experience.
Callminer
FEBRUARY 14, 2017
What is after-call work (ACW)? Learn how post-call processing works, the challenges of ACW for call centers, and the best practices that can boost productivity and produce ROI.” Blog Post Here. The post What is After-Call Work (ACW) or Post-Call Processing? Tips, Industry Standards & More appeared first on CallMiner.
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Contact Center Pipeline
FEBRUARY 14, 2017
Highly effective leaders can create the type of customer-centric environment in which frontline staff feel strongly committed to delivering exceptional service to their customers. The leaders who stand out are those who are able to influence others through the actions that they exhibit on a daily basis—not just their words—inspiring others to reach their potential. […].
aircall
FEBRUARY 14, 2017
Many of us spend a great deal of our day simultaneously looking at how to be productive while falling prey to unproductive habits. No one has more power to sabotage us than ourselves. That last sentence seems pretty discouraging, but the upside is that we can flip it on its head with enough dedication. Shedding bad habits in favor of new, better ones, it easier said than done.
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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.
Up Your Service
FEBRUARY 14, 2017
In this interview, CEM Global speaks to Jeff Eilertsen, VP Client Success and Global Service Education at UP! Your Service, to talk about how companies can build an optimized service that increases efficiency. Discover his answers below. What are the main ways companies can differentiate their offering based on the quality of their service culture? This is a fundamental question that we challenge all clients to consider as they embark on building a “service culture” versus simply training custom
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Clarabridge
FEBRUARY 14, 2017
It’s not that your customers lie to you, exactly. But sometimes the feedback you get from your customers doesn’t tell you the whole story. For example, a customer might complain that one of your employees is slow. But you know that the employee was doing her best—your computer system was down. Root cause analysis means looking at all your data to find out what is really causing the problems that your customers are experiencing.
ForeSee
FEBRUARY 14, 2017
It’s crucial that decisions about changes to federal websites be directed by data, not by politics. For the last 16 years, the principle of data-driven digital experiences has been the. The post New report: E-Gov should be driven by data, not politics appeared first on ForeSee.
Clarabridge
FEBRUARY 14, 2017
It’s not that your customers lie to you, exactly. But sometimes the feedback you get from your customers doesn’t tell you the whole story. For example, a customer might complain that one of your employees is slow. But you know that the employee was doing her best—your computer system was down. Root cause analysis means looking at all your data to find out what is really causing the problems that your customers are experiencing.
CSM Magazine
FEBRUARY 14, 2017
Many organizations struggle to find ways in which they can build customer loyalty and reduce customer churn. In this article, Bob Lucas offers three ways to create loyal customers. Companies are spending large amounts of money and time creating costly reward programs, sending out expensive marketing materials, and investing in expensive customer relationship management systems.
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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
FEBRUARY 14, 2017
It’s not that your customers lie to you, exactly. But sometimes the feedback you get from your customers doesn’t tell you the whole story. For example, a customer might complain that one of your employees is slow. But you know that the employee was doing her best—your computer system was down. Root cause analysis means looking at all your data to find out what is really causing the problems that your customers are experiencing.
PanTerra
FEBRUARY 14, 2017
I have been listening recently to my sales team and my VARs selling the PanTerra Cloud PBX solution. I have heard a lot of industry jargon being used on the phone and felt that it would be helpful to our prospects and potential resellers if I was to explain, in layman’s terms, some of the features PanTerra has to offer.
Verint
FEBRUARY 14, 2017
As a global laboratory supply and distribution company, VWR needed a platform to capture, collect and analyze customer feedback. To better capture the voice of the customer, the company selected Verint Enterprise Feedback Management (EFM) —through which the company has been able to identify areas of improvement, assess training needs, and hold agents responsible to a standard of customer care.
Brad Cleveland Blog
FEBRUARY 14, 2017
The post How Long Will Your Customers Wait for Service? appeared first on Brad Cleveland.
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.
LiveChat
FEBRUARY 14, 2017
Customer service agent’s job is difficult, let us be honest. You have to know the product, company’s procedures and a couple of different systems. You have to be a silver-tongued source of empathy. And on top of that – there they are: the customers. The number one pain point for every customer service rep. But is working in customer service all doom and gloom?
Kayako
FEBRUARY 14, 2017
This is a guest post from our friends at Typeform. Paul Campillo will show you the value of choosing NPS as your next customer feedback questionairre. Every company wants loyal customers. Sure, sales are great, but nothing beats sales from repeat customers. That’s the goal of every business. Not a gazillion “maybe” fans, but diehard fans who’ll gladly pay, over and over again.
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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.
CX Journey
FEBRUARY 14, 2017
Today's post is a slightly-updated version of one I originally published on Compellon 's blog on January 25, 2017, which is a largely-modified version of a very-popular post I wrote on CX Journey™ five years ago titled 22 Tips for Survey Design. You’ve been running your voice of the customer (VoC) program for the last couple of years, and you’re frustrated because you can’t seem to move the needle on the customer experience.
CSM Magazine
FEBRUARY 14, 2017
By combining great CRM and contact centre infrastructure together, smart things can be done to enhance the customer experience. Colin Hay explains. Customer relationship management (CRM) is a moving target of definitions and associations. Even full time professional industry watchers have to update their standard definitions to reflect the evolution of a market that Gartner forecasts will be worth $36.7 billion in 2017.
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