Beyond Philosophy
JUNE 22, 2017
It is critical to consider the “anatomy” of an interaction in a Customer Experience. The sheer number of things that occur in an interaction at the same time can seem astonishing. Understanding what happens when your team interacts with a customer and why it is an essential element to taking your Customer Experience to the next level. The Anatomy of a Customer Interaction can make or break your Customer Experience.
Contact Center Pipeline
JUNE 22, 2017
Training and coaching are two different approaches, but people often use the words interchangeably—and even worse, they use the tactics interchangeably. Let’s clarify our terms. To train means to provide the learner with the tools he or she needs to function. To coach is to help the learner use those tools to achieve maximum effectiveness. […].
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
CX Global Media
JUNE 22, 2017
Travel the world over and you’ll find that contact centers have some similar trials and tribulations attempting to deliver great customer service. So, you can bet that these little tips are certain to make your contact center rich with great customer experiences. These Two Little Tips are Making Contact Centers Rich Click to Tweet. Leader Rant. As I say, “We all have issues.”.
Andrew Mcfarland
JUNE 22, 2017
Looking for ideas to improve business results by changing the customer experience? Many improvement opportunities are at your fingertips right now if you are willing to talk with your customers and break a few rules. Several years ago T-Mobile took.
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.
The GLOBO Blog
JUNE 22, 2017
GLOBO, a language technology and services company specializing in multilingual communication, is making near real-time, human translation possible. GLOBO will demo its new chat translation tool at Call Center Week (CCW) Conference & Expo (booth #1019), held June 26 to 30 at The Mirage in Las Vegas, NV. The chat translation tool is the latest innovation built into GLOBO HQ™, GLOBO’s omnichannel language services platform.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Aspect
JUNE 22, 2017
A week ago , I wrote about how iOS is slowly turning into an operating system for your life, not your devices, by adding customer service and eCommerce functions into its core OS. In this piece, I’ll provide an overview of how Business Chat works. With Business Chat, Apple is jumping on the messaging bandwagon. As it’s their business practice, they’re late to the game, but they’ve become the most valued company in history by letting others be first, then come in and rethink how to “do it r
Toister Performance Solutions
JUNE 22, 2017
A few weeks ago I posted a simple training plan that customer service leaders can use to train their teams. It was called Serving Upset Customers 101. The focus was training customer service reps to respond effectively when serving an angry or upset customer. This training plan is a sequel. It's called Serving Upset Customers: Eliminating Repeat Service Failures.
CX Journey
JUNE 22, 2017
Image courtesy of Pixabay I originally wrote today's post for Clicktools. It was published on their blog on October 25, 2016. In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does. In Part 1 of this two-part series, I left off with Step 3: Outline the Customer Lifecycle.
8x8
JUNE 22, 2017
Communication is the lifeblood of any organization, regardless of its size or industry. From the moment a business interacts with a person, the customer engagement process begins. This means businesses, large and small, need to dedicate time and resources to build strong, long-lasting relationships, with both internal and external customers. While individual and team functions, such as sales calls, billing collections and IT support requests, are viewed differently, all of these actions make up
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
Avaya
JUNE 22, 2017
The stage is set for Avaya customers and channel partners to see the future of customer experience (CX) at Call Center Week held at the Mirage Resort in Las Vegas, June 28-29. (You don’t want to gamble with customer engagement strategies—save your bets for after hours at the black jack table.) The show features two full days of live demonstrations and interactive theater presentations.
Influitive
JUNE 22, 2017
This is the seventh post in a series about launching a customer advocacy program. The latest post in the series described how to run effective customer user groups. In May, I presented at Gainsight Pulse 2017, which drew 4,000+ Customer Success professionals to Oakland. They asked me to speak about the first two years of.
COPC
JUNE 22, 2017
A new research report titled Customer Experience Management Benchmark (CXMB) Industry Insights: Retail was recently published by COPC Inc. and Execs In The Know, with sponsorship support from Gladly Inc. Topics include comparisons between online, in-store and mobile shoppers in the United States, and consumer opinion toward the retail customer experience.
ForeSee
JUNE 22, 2017
ForeSee data is powerful. But what brings it to life and makes it actionable is our dedicated team of hundreds of CX analysts, architects, and usability experts. Our analysts pour. The post Tesco recognizes ForeSee with ‘Partner Agency’ award nomination appeared first on ForeSee.
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.
Talkdesk
JUNE 22, 2017
Earlier this year, we released the highly-anticipated Sentiment feature to help you better understand the customer journey. The Talkdesk team has since been hard at work enhancing Sentiment and its different components. Today, we’re pleased to announce two new additions to the feature that provide even more customization and deeper customer insights.
ClearAction
JUNE 22, 2017
B2B Customer Journey Maps: New Wisdom Lynn Hunsaker. Business-to-business customer experience managers have some advantages: mountains of customer comments on-hand, account managers who practically live with their customer contacts, and executives who want to see substantive improvements in customer experience. Use these factors to apply new wisdom to your customer experience journey mapping.
Talkdesk
JUNE 22, 2017
Private language education company turns to Talkdesk to improve call quality and integrate with essential business tools like Salesforce. San Francisco, CA – To meet the needs of their growing international customer base, Education First (EF) has announced a transition to Talkdesk as their call center software provider. As a privately-owned education company, EF offers summer language and activity programs, international language schools and language and academic studies abroad.
Expert insights. Personalized for you.
404 
Let's personalize your content