Is Your Customer Service Consistent?
Customers That Stick
MAY 4, 2017
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Take Care of Your Staff During and After a Disaster
Contact Center Pipeline
MAY 4, 2017
As mentioned in a previous post, developing a people-centric disaster plan should be a collaborative effort that takes place before a disaster strikes. During a disaster, the safety of your staff is the No. 1 priority. Make certain that all of your agents who are onsite or who may be commuting to or from the […].
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The Basics of Customer Journey Mapping
PeopleMetrics
MAY 4, 2017
Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their organizations. In our blog, we commented on the slow progress revealed by the trends in this data , with few disciplines improving over time. However, one exception to this stagnation in activities exists: the practice of customer journey mapping.
The Art Of Asking For A Customer Reference
Influitive
MAY 4, 2017
The scenario: it’s nearing the end of the quarter, and your sales team is within reach of their number. Evaluations are done, sales reps are in closing mode, and all that stands in the way of a killer three months are a few customer references. Panic time? Of course not. Asking for a customer reference.
Reimagine Your Communications With A Unified Platform
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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.
Reduce Effort and Boost Delight with Real Customer Context
Kayako
MAY 4, 2017
Entering a small shop or boutique where they know your name and respect your business feels inclusive and welcoming. But as small businesses become bigger and build success, why don’t their service experiences ever scale? Think about your favorite small business. It could be a cool cafe or a specialist store. Why do you love it so much? There’s probably several qualities that won you over.
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Omnichannel: the future of just about everything
Vonage
MAY 4, 2017
Customers today don’t believe that commerce needs to take place on one channel to the exclusion of another. Younger customers, in particular, have come of age lacking the sense of limitations that their elders have long been forced to accept, and they apply this sense of a boundary-less world to all areas of their life as consumers. They don’t think it’s reasonable, for example, for your business to fail to honor your online pricing in your store (or vice versa), or if you refuse to honor a gift
May 2017: Dedicated to Improving Customer Service & Measuring CX ROI
Interaction Metrics
MAY 4, 2017
Martha will be speaking at two events this month. On May 8, you can find her in Los Angeles at the ASOA ASCRS Annual Congress, sharing the stage with Randy Baldwin, CareCredit VP Industry Marketing. They’ll be presenting “10 Laws You Need to ACE the Customer Experience.” Attendees will learn how to improve customer service […]. The post May 2017: Dedicated to Improving Customer Service & Measuring CX ROI appeared first on Interaction Metrics.
Article: Examining the myths and costs of agent disengagement (Part 3)
Connecting the Dots
MAY 4, 2017
CCMC ~. In Examining The Myths and Costs of Agent Disengagement, a three-part series, John Goodman, author of Customer Experience 3.0 and Strategic Customer Service, identifies the false assumptions many companies operate under regarding employee retention and the impact on service quality, the causes of employee unhappiness, and strategies for how to present the case for agent engagement to the CFO and get buy-in.
May 2017: Dedicated to Improving Customer Service & Measuring CX ROI
Interaction Metrics
MAY 4, 2017
Martha will be speaking at two events this month. On May 8, you can find her in Los Angeles at the ASOA ASCRS Annual Congress, sharing the stage with Randy Baldwin, CareCredit VP Industry Marketing. They’ll be presenting “10 Laws You Need to ACE the Customer Experience.
The 2023 Verint Experience Index: Retail
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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
Inspiring Customer Service Excellence: Recapping Day 2 and Wrapping Up C3 2017
Clarabridge
MAY 4, 2017
Coming off of the heels of a noteworthy first day and a night of ‘getting into the groove’ with an eighties cover band at LIV Nightclub, Day 2 of Clarabridge Customer Connections (C3) Conference did not disappoint! HCSC and Northridge Group Break Down the Importance of an Effortless Experience. To kick off the final day of C3, Rob Hatfield, Director of Operational Analytics and Consulting for HCSC, and Pam Plyler, Customer Experience and Executive Practice Lead of Northridge Group, delivered a r
Want to fix CX? Take Mark Felt’s (aka Deep Throat’s) timeless advice—follow the money pain!
eGain
MAY 4, 2017
Word from the horses’ mouths: Only 1% of companies deliver “excellent” customer service, per Forrester’s recent CX Index consumer research. The needle hasn’t moved for years and years. How can businesses address this? I don’t mean to channel the sage advice “Deep Throat” dished out to Woodward and Bernstein—Follow the Money—but it is a logical approach to solving the problem.
Are You Wasting Your Data or Consuming It?
Emicen Contact Centers
MAY 4, 2017
Last night I was in the checkout line at the grocery store. There was a woman behind me with a cart full of produce who told me, “I’ll probably end up throwing most of this away.” I asked her why. She said she knows she should eat healthy, but it takes too much time and effort to whip up a meal from scratch, and anyway, she wasn’t that great of a cook.
A Better Platform to Enhance the Customer Experience
Connect First
MAY 4, 2017
How Websites Built to Enhance the Customer Experience Lead to Business Success. The rapid growth of internet usage and reliance has permanently changed the landscape and outline of business success. As of 2016, there were approximately 3.5 billion internet users worldwide, increasing from 2.21 billion in 2015. Go back a little further and you’ll see further evidence of the incredible uprising of internet technology, with numbers steadily growing from an even million in 2005 to over two million i
Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity
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.
Want to fix CX? Take Mark Felt’s (aka Deep Throat’s) timeless advice—follow the money pain!
eGain
MAY 4, 2017
Word from the horses’ mouths: Only 1% of companies deliver “excellent” customer service, per Forrester’s recent CX Index consumer research. The needle hasn’t moved for years and years. How can businesses address this? I don’t mean to channel the sage advice “Deep Throat” dished out to Woodward and Bernstein—Follow the Money—but it is a logical approach to solving the problem.
Go Time for May - First Stop, Montreal and Cisco
Jon Arnold
MAY 4, 2017
I'm in Montreal about to start Day 2 for Cisco's 2017 Customer Care Analyst event. Been really good so far, and more to come today. I'll be writing about this shortly, so stay tuned. After this, I'm in Phoenix for NEC's event next week, then I'm speaking in Toronto for a networking event hosted by Jeff Pulver about the chatbot/AI space. Week after that, I'm in Indy for the Genesys/ININ event, plus am playing piano there as part of the SIPtones - that should be fun.
Defining the Customer Experience
Uniphore
MAY 4, 2017
The art of the definition. ‘Customer experience’ is a phrase widely bandied about in the contact center space, but failure to define what it means to the organization can easily result in unhappy customers and lost earnings. Read More.
Why Two Real-life “Digital” Customer Journeys Prove You Need to Think Omnichannel
Verint
MAY 4, 2017
When was the last time you thought about the journey from your customer’s perspective? Every organization has its own strengths, challenges and areas that need improvement. It’s easy to focus heavily on all of that and forget that every experience your customers have with you helps determine whether or not there will be a next one.
The Open CCaaS Advantage Report
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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.
Interpreting Benchmarks
Brad Cleveland Blog
MAY 4, 2017
The post Interpreting Benchmarks appeared first on Brad Cleveland.
Study: Surveys On Store Receipts Are "Total Garbage"
Toister Performance Solutions
MAY 4, 2017
We've all gotten a survey invitation on a store receipt. A 2016 study from Interaction Metrics found that 41 of the 51 largest U.S. retailers included a survey invitation on the standard receipt. The surveys were evaluated to see how useful and engaging they were. Not a single one was fully engaging and scientific. The study also found that 68 percent of the surveys were "total garbage," meaning the surveys were so flawed they weren't worth the time required to complete them.
How Unified Communication is Changing the VoIP Industry
PanTerra
MAY 4, 2017
Voice over Internet Protocol (VoIP) has become such a no-brainer for budget, productivity, and usability that it’s nearly ubiquitous in the business world. Telecom companies are hemorrhaging landline users. Experts predict that by the end of next near, only 6 percent of the U.S. population will still be making calls from a landline. That’s a remarkable shift when you consider that just four years ago, nearly 60 percent of Americans were still landline users.
SME Relationships: Proven Solutions for Seamless Collaboration and Success
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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