ShepHyken
JUNE 6, 2017
Bryan Eisenberg Tells Us The Secrets of Amazon’s Success. How can your business be more like Amazon? Shep Hyken interviews Bryan Eisenberg co-author of the book, Be Like Amazon: Even a Lemonade Stand Can Do It. First Up: Shep Hyken’s opening comments focus on how any company can improve their customer service, by thinking about how they can become more convenient for their customers.
Callminer
JUNE 6, 2017
When you don’t deliver what your customers’ want, the customer experience is less than desirable. CX Data Analysis is incredibly valuable.
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CX Global Media
JUNE 6, 2017
It’s a $40 billion industry and the fourth fastest growing according to Common Sense Advisory. But the language industry is possibly the largest industry sector you have never heard of. Yet, as we know, language is crucial in providing a great customer experience. In our ever-growing global economy, omnichannel language support needs to be included in your contact center strategy.
Contact Center Pipeline
JUNE 6, 2017
Small and mid-sized companies can no longer be complacent in their customer service, leaving premium customer care services to the corporate giants that can afford it. Companies of every size, in every situation—from trying to grow to just trying to stay afloat—need to see great customer experiences not just as an ideal, but as a […].
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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.
CustomerGauge
JUNE 6, 2017
As businesses in the telecommunications industry continue to battle for customer loyalty, one company sets itself on the right track to become the most customer centric data center provider. Colt Data Centre Services combines its 15-year experience of designing, building and managing data centres with its strong commitment to customer experience and loyalty.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
GetFeedback
JUNE 6, 2017
We’ll cover email survey best practices that help you maximize response rates and get data you can count on.
NICE inContact
JUNE 6, 2017
How inContact “Walks the CX Talk”. inContact believes that the customer experience (CX) and the customer’s satisfaction are critical to the long-term success of our business. After all, the entire foundation behind inContact and our solutions is to help contact centers transform their customers’ experiences! We genuinely believe in the power of customer experiences and take steps every day to prove our commitment to our customers. inContact certainly feels an ethical responsibility to drive exce
Taylor Reach Group
JUNE 6, 2017
Chat in the Contact Center - an Expert Panel Weighs in – Part 1/3. You may or may not have reviewed Comm100’s 2016 Livechat Benchmark Report. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. This discussion examines chat in the Contact Center, highlights the many advantages of Live Chat, presents some caveats and looks to the future of this technology in the Call Center and Contact Center.
Vonage
JUNE 6, 2017
You can tell a lot about a company and its commitment to customers in the words employees use. Open your ears and you will find it’s easier to measure customer service levels than you might think. I enjoy high-end music systems in my home and office. One day I called the dealer to order extra CD cartridges, wanting to pre-load them with different music.
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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
Uniphore
JUNE 6, 2017
Today, customer service trends are driven by the need to meet consumer expectations. However, the evolution of technological innovation together with the emergence of the Millennial consumer has led to quickly changing expectations. Read More.
aircall
JUNE 6, 2017
Here at Aircall, our mission is to add value to your voice channel by connecting our phone system to your essential business tools. As the world’s most-used CRM software, Salesforce has always been a key part of that plan. And with the debut of our new Aircall-Salesforce integration, it’s never been easier to spark smarter customer conversations.
LiveChat
JUNE 6, 2017
When you step into the customer service world, you must go through the customer service training first. During this training, you will learn about a product, a company’s culture and a service that you should provide. If your training is advanced, a manager tells you what characteristics you can have to make customers satisfied. For example, they can say: “You should always listen to customers,” “You shouldn’t interrupt them,” “You have to be patient with them” and so on.
Jon Arnold
JUNE 6, 2017
Yesterday was Day 1 of the 16th Canadian Telecom Summi t here in Toronto, and I was happy to attend. Hosts Mark Goldberg and Michael Sone always put together a strong program, including an opening keynote from the Hon. Navdeep Bains, Canada's Innovation Minister. He is strongly advocating for more affordable access to mobile broadband, especially for lower income Canadians.
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.
Clarabridge
JUNE 6, 2017
It’s still the rage. Marketing departments in dimly lit offices everywhere are either beginning to see the value in mapping the customer journey or have a beautifully designed one collecting dust on a shared drive. Some call it a Customer Journey Map, User Experience Journey, or Customer Decision Journey. Regardless of what name sticks in your industry, one theme still rings true- it should be the customer’s story, based on truth and fosters compassion for consumers.
Verint
JUNE 6, 2017
As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries. Attendees hosted sessions and exchanged best practices on topics including voice of the customer, desktop and process analytics, automation/robotics, employee engagement, quality management, back-office and branch operations, compliance recording and workforce management.
Brad Cleveland Blog
JUNE 6, 2017
The very forces that are making scheduling difficult — more complex products and services, additional contact channels, faster pace of change, and the need for diverse agent skills — are creating an environment in which accurate scheduling is absolutely essential. … Continue reading → The post 5 Secrets to Better Scheduling Results appeared first on Brad Cleveland.
Momentum Telecom
JUNE 6, 2017
Configuring your call flow is an important part of utilizing the features that your phone service provides you. Utilizing your call flow effectively can be hugely beneficial by saving you both time and resources and by helping provide a positive customer experience. Let’s take a second to define call flow, so we’re on all on the same page.
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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.
Brad Cleveland Blog
JUNE 6, 2017
The very forces that are making scheduling difficult — more complex products and services, additional contact channels, faster pace of change, and the need for diverse agent skills — are creating an environment in which accurate scheduling is absolutely essential. Fortunately, scheduling is a process that can be learned and continuously improved. You get better at it with practice!
Toister Performance Solutions
JUNE 6, 2017
"What are the best metrics for my customer service team?" It's a question I'm frequently asked. In some environments, like contact centers, leaders have access to so much data it can be overwhelming. In other situations, customer service leaders don't feel they have enough data. So let's settle one question right here: there's no single metric that's best for every situation.
Brad Cleveland Blog
JUNE 6, 2017
The very forces that are making scheduling difficult — more complex products and services, additional contact channels, faster pace of change, and the need for diverse agent skills — are creating an environment in which accurate scheduling is absolutely essential. Fortunately, scheduling is a process that can be learned and continuously improved. You get better at it with practice!
Provide Support
JUNE 6, 2017
The way your employees feel is the way your customers will feel. And if your employees don’t feel valued, neither will your customers. – Sybil F. Stershic. Companies like Zappos, Southwest Airlines and Ritz-Carlton Hotels have one thing in common – they are worldwide famous for providing excellent customer service and having friendly employees. Their employees are obviously passionate about their work and are willing to go the extra mile to help customers.
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!
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