Contact Center Pipeline
JUNE 2, 2017
I attended the ICMI Conference and Expo in Orlando, Fla., last week. It was a great event. I got to talk about ChatBots and OmniChannel, outsourcing in Granada and customer satisfaction surveys. I had a great demo from Gladly. If you haven’t seen their product, you really need to check it out. It is one […].
Mindtouch
JUNE 2, 2017
Marketers love launching things. Products, campaigns, books—you name it. A launch is a great excuse for a party.But while we’re distracted with the high-profile activities, we neglect the many small launches happening all around us. Every time a customer signs up with us, they are launching their own experience. The faster we can guide a new customer to success , the greater the chance that they’ll be long-term, happy and successful customers.
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SharpenCX
JUNE 2, 2017
Imagine a customer tweets the following at your organization:It’s not difficult to figure out what “The Mad Tweeter” is upset about, is it?Customers want one thing: to have their issues resolved with minimal time/effort, and you know it. They hate waiting. They hate friction. Clearly, having one of your customers proclaim “there goes the afternoon” [.].
Amity
JUNE 2, 2017
In Customer Success, setting trip wires to notify you when your customer isn’t doing so well can save you a lot of time and pain. Your version of an early warning system should be thoughtfully designed to best reflect what matters to you. Aggregated, these signals constitute a health scoring system which will allow you to assess risk and opportunity at first glance.
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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
ClientSuccess
JUNE 2, 2017
In this recorded webinar, Dave Blake, CEO/Founder of ClientSuccess discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. The webinar will help you determine your current customer success maturity and guide you through the next steps and best practices to strengthen your approach to customer success.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Jon Arnold
JUNE 2, 2017
There are SO few industry events in Canada, although lately I've been speaking at a couple, but they're pretty small, at least compared to what I usually attend in the U.S. Well, we do have one big conference - the Canadian Telecom Summit - and it's been running 16 years now. It's here in Toronto, and I'll be attending over the course of its run next week from Monday to Wednesday.
Brad Cleveland Blog
JUNE 2, 2017
The post 7 Rules of the Road for Recruiting and Hiring appeared first on Brad Cleveland.
Jon Arnold
JUNE 2, 2017
If you follow me, you'll know the whole month has been non-stop, but aside from all the travel to conferences and speaking spots, I managed to keep a pretty full slate of writing going - mostly for clients, but also for my own blogging. Here's a digest of my activity, and that will give you a sense of the trends I'm seeing in the collaboration and customer care spaces right now.
ShepHyken
JUNE 2, 2017
This week we feature an article by Matt Nolan who talks about what a great customer service experience really is. We can learn a lot when we look at what companies around the world are doing to adopt new service models. – Shep Hyken. As customer service professionals, we have a hard time agreeing on what a “great customer experience” really is, and what’s truly possible.
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.
Whitepages Pro
JUNE 2, 2017
Whitepages Pro joined Twilio for their annual developer conference Twilio SIGNAL in San Francisco last week. This was my third time attending–I’m impressed by the momentum built in their developer ecosystem over recent years. We were excited to participate in this vibrant community and share how data can be used to create more intelligent call flows.
InGenius
JUNE 2, 2017
Contact centers have many key performance metrics to achieve: AHT, CSAT, FCR, NPS. it can be overwhelming! However there's another acronym that can help you get these metrics into top shape - CTI. Computer telephony integration, or CTI, helps trim precious seconds off each call and improves the customer experience to ensure your call center agents deliver peak performance.
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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.
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