ShepHyken
JUNE 14, 2017
We must always be honest with our customers. Even if it is something the customer doesn’t want to hear. Many of you will be able to relate to this. My wife holds up two pairs of shoes and asks me, “Which pair of shoes do you like better?” I know I’m in trouble. Is she really interested in my opinion? Or is it a trick question? In her mind she already knows the answer.
Contact Center Pipeline
JUNE 14, 2017
WITH DEBORAH GEFTEAS “Time flies when you’re having fun” is an idiom quite familiar to anyone that has been to a great party, family event, vacation or concert. First recorded around 1800, the idiom still applies today. Time flies while it is fun. If however, you are delayed at the airport for even a couple […].
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Customer Experience Matters
JUNE 14, 2017
Hopefully you’ve read our FREE report, The Four CX Core Competencies. It outlines the blueprint to building a customer-centric organization. We’ve created this infographic to showcase the competencies: Purposeful Leadership: Operate consistently with a clear set of values. Compelling Brand Values: Deliver on your brand promises to customers.
ijgolding
JUNE 14, 2017
The Shop Direct Board of Directors with the stiletto shoe at the launch of ‘Feet in the Street’ in 2010. Over the last few months, I have been exploring in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. Each article has taken me on a personal journey, delving into my own experiences of putting into practice (with varying degrees of success), the things I continue to share with, teach and guide, practitioners and clients alike, all ar
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AskNicely
JUNE 14, 2017
Step 4 – We’re sending out some surveys and starting to get some data back – data you can use straight away. Running some early analysis will identify quick wins and obvious problems. Get aggressive – Start analysis early. One of the advantages of using a specialized tool like AskNicely is that the software collates results and calculates the Net Promoter Score value automatically, so you don’t have to wait until you have a ton of results to start monitoring progress.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Uniphore
JUNE 14, 2017
The digital transformation landscape is already crowded and becoming even more so every day. We have industry digital veterans (like eGain, LivePerson, Creative Virtual & [24]7) providing VA, chat and co-browsing competing against traditional mainstream telephony & contact centre providers (like Cisco, Avaya and Genesys) who are adding digital offerings to their existing product suite.
CX Journey
JUNE 14, 2017
Image courtesy of Pixabay What can I do to advance my career in - or to get started in - the customer experience profession? I'm asked about this on a regular - quite frankly, almost weekly - basis. That's exciting because I love when people see this as a great career progression or a field to they want to get into. The more people we can have on the customer's team, the better.
Strategic Contact
JUNE 14, 2017
If you are in the throes of platform replacement, you may find the evaluation and selection process daunting. There are many vendors and a dizzying array of options from which to choose. And if your need for new contact center technology functions pushes you into a PBX upgrade, things can get even more complicated. There.
Uniphore
JUNE 14, 2017
How mature is your contact center? With customers demanding service via an increasingly wide range of channels, in order to service them effectively, you need to know how digitally mature your center is, if you hope to achieve the ultimate goal of transforming into an interactive engagement center. Read More.
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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.
Verint
JUNE 14, 2017
Have you noticed the number of Help Wanted signs showing up at stores, offices and factories? And the openings are not just for retail and restaurant workers. There are plenty of opportunities for professional managerial workers. Nationally, the unemployment rate in the United States is about 4.7%—not much higher than the accepted benchmark of 3% for full employment.
Brad Cleveland Blog
JUNE 14, 2017
Accurate workload forecasting is critical to contact center success. Recruiting, hiring, staffing and scheduling—virtually everything that goes into optimizing resources depends on having a good estimate of the work that will come your way. Recently, I was reminded of an … Continue reading → The post 10 Causes of Inaccurate Forecasts (and How to Avoid Them) appeared first on Brad Cleveland.
CustomerGauge
JUNE 14, 2017
Gone are the days of standardized “one-fits-all” survey questions. If you want accurate, plentiful feedback, you need to ensure your surveys are short, sweet, to the point and frequent. However, you also want ensure you are getting ample and helpful information for follow-up action or business decisions, something a standard single NPS® question may not […].
Brad Cleveland Blog
JUNE 14, 2017
Accurate workload forecasting is critical to contact center success. Recruiting, hiring, staffing and scheduling—virtually everything that goes into optimizing resources depends on having a good estimate of the work that will come your way. Recently, I was reminded of an article I wrote that was published on icmi.com “10 Causes of Inaccurate Forecasts (and How to Avoid Them)”.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Eptica
JUNE 14, 2017
Date: Wednesday, June 14, 2017 Why it is time to take a new look at social customer service. Published on: June 14, 2017. Author: Neil Titcomb Using social media for customer service has been around since channels such as Facebook and Twitter first sprang to prominence. The combination of being easy to use and very public forums mean that consumers quickly understood the power it gave them to interact with brands, with the aim of getting fast, accurate responses to queries and having their probl
Brad Cleveland Blog
JUNE 14, 2017
Accurate workload forecasting is critical to contact center success. Recruiting, hiring, staffing and scheduling—virtually everything that goes into optimizing resources depends on having a good estimate of the work that will come your way. Recently, I was reminded of an article I wrote that was published on icmi.com “10 Causes of Inaccurate Forecasts (and How to Avoid Them)”.
REVE Systems
JUNE 14, 2017
A recent statistics states that by 2019 the OTT market will have doubled or more in almost every aspect and the number of global OTT subscriber will increase up to 333.2 million! But what about the telecom operators? It’s a really hard time for traditional telecom operators. A latest research confirms that 75% of Telco operators have expressed concern about losing revenue to Mobile OTT players!
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