ShepHyken
JUNE 28, 2017
It was a major meeting for my friends at Volkswagen Australia. This was their Customer Experience Summit, and the theme for the meeting was “Think Small: Big Differences Come from SMALL Details.”. Jason Bradshaw, the Director of Customer Experience, shared his vision about Volkswagen Australia being recognized and known for their amazing customer service.
Callminer
JUNE 28, 2017
Definition of Average Handle Time Average handle time, or AHT, is an important call center metric. In the simplest terms, AHT is the average time it takes to handle a call or transaction from start to finish – from call initiation, to hold time, to talk time, and all the way through to any related […]. The post What is Average Handle Time? Challenges, Examples, and Best Practices for Improving AHT appeared first on CallMiner.
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Contact Center Pipeline
JUNE 28, 2017
Contact center days are jam-packed with activity. It’s easy to lose sight of the thread that should tether contact center performance metrics to what matters most to customers. Doing so can leave the contact center and its agents disconnected from their own customers. Use the easy template below to make sure the path between what […].
CX Global Media
JUNE 28, 2017
The theme at this year’s Call Center Week is about building the foundation for future transformation. Brian Cantor talks about Call Center Week highlights. Click to Tweet. No more innovation. Every year we tend to emphasize the innovative, trendy and the amazing ideas. And a lot of these have experienced traction and adoption. There has been new technology that will be impacting our future.
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Win the Customer
JUNE 28, 2017
If you’re a business owner feeling frustrated because you can’t seem to stay ahead of costs, you aren’t alone. Some businesses struggle from the start, while others may find some initial success and then find customers turning elsewhere. According to the SBA, about 30 percent of businesses don’t make it past their first 2 years.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Amity
JUNE 28, 2017
In the first two parts of this blog series, we argued that while Customer Health Score (CHS) is a helpful metric it is insufficient to address opportunities and challenges with your customers. We suggested that a new metric that we coined Customer Maturity Index (CMI), is essential to enable a much clearer and crisper picture of your customer and what is needed to ensure their and your success.
ForeSee
JUNE 28, 2017
There is a golden opportunity for banks to gain a major competitive advantage via a dedicated focus on measuring and improving the customer experience (CX). The right mix of technologies and services can help banks pinpoint and prioritize improvements to positively impact trust. Here are three such ways investments in CX can help improve trust. The post Trading on trust: 3 ways retail banks can rebuild consumer trust with CX appeared first on ForeSee.
Provide Support
JUNE 28, 2017
Customer service journey. It is sometimes said that success in business is less about what you sell and more about how you sell it. While this obviously means that marketing is important, so too is the journey customers go on. After all, even businesses with great quality products will struggle if they provide a poor customer experience. As a result, companies need to make sure they are equipping their employees with the necessary customer service skills to deliver on the elements that truly mat
NICE inContact
JUNE 28, 2017
Technology has dramatically changed consumer expectations over the last 10 years with companies who want to lead in the digital customer experience finding ways to utilize technology in smarter ways. While continuing to innovate with new technology, companies still need to remain focused on the human factor–customer needs for convenience as well as access to customer service agents when needed.
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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
JUNE 28, 2017
“How can we get our customers connected to the right information faster?”. “We can’t forget the importance of convenience.”. “Simplification. We need everything to just be simpler. Is that possible?”. “We have to focus on our transformation journey while also growing our business. It’s not easy.”. “We are excited to embrace bots, AI and even IoT, especially if these technologies can improve our customer and agent experiences.”.
CSM Magazine
JUNE 28, 2017
We’re full steam ahead into the digital age, where most of your customers spend a couple of seconds searching and find endless companies that offer similar services and products to your business. So with it seemingly so easy for a prospect to choose a business over yours, how do you set yourself apart from the rest? The answer is customer service. A study performed by McKinsey & Company has highlighted just how much experiencing poor customer service can affect customers’ relationships with
Customer Experience Matters
JUNE 28, 2017
Attend intensive hands-on workshop “Driving Customer Experience Transformation” to gain leading-edge skills and tools.
Vonage
JUNE 28, 2017
Shep Hyken. Shep Hyken is without doubt one of the most influential customer service experts in the world. His high-energy presentations are famous for their clever blend of customer service advice, humour and even magic. You’ve only got to see him live to realise the enthusiasm he puts into his presentations and the passion he has for outstanding customer service.
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
JUNE 28, 2017
P.T. Barnum, the founder of Barnum & Bailey Circus , once said: “Without promotion something terrible happens. Nothing.” Any small business can learn from what P.T. Barnum did to promote the circus to promote their own business. What happens without promotion. I have a geologist friend who suggests the natural state of everything is decay. We usually get into these discussions out in the middle of nowhere looking at some obscure rock formation or the sandstone stratification of the petrifie
Verint
JUNE 28, 2017
Are you really listening to your customers—or are they just speaking at you? OpinionLab’s Terry Anderson shares that a surprising amount of today’s organizations may not be getting this right. Remember, today’s customers expect you to respond to them with the same urgency using digital channels as you would if you were a store manager speaking with them in person.
Beyond Philosophy
JUNE 28, 2017
Back in April 1985, the Coca-Cola Company introduced a product that became one of the biggest flops in modern history. “New Coke” had a sweeter taste that was so widely reviled that Coke brought back its old formula less than three months later. Coke says now that it learned a valuable lesson –their research and development didn’t anticipate their customer’s deep emotional attachment to the brand and the taste of the original.
Avaya
JUNE 28, 2017
It’s easy to see why the onus is on financial service providers (FSPs) to be actively digitizing financial services. Accenture reports that 46% of FSP customers are now willing to use robo-advisors. PWC says nearly 60% of customers are seeking innovative spending analysis tools and up to 85% would pay a monthly fee to receive automated social media notifications from their bank.
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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.
Eptica
JUNE 28, 2017
Date: Wednesday, June 28, 2017 Transforming customer experience to survive. Published on: June 28, 2017. Author: Neil Titcomb To find out more on how to transform CX, please come and meet us on 6th July at the Customer Engagement Transformation Conference When it comes to the service they receive, consumer expectations continue to rise dramatically.
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