ShepHyken
MAY 16, 2017
Kevin Berk on How to get Customers to Want to Leave Reviews. How can you improve both customer and employee satisfaction? By getting customers to provide feedback on individual employee service performance. Shep Hyken interviews Kevin Berk, creator of a new customer rating platform called ServiceGuru, about how using services like these can improve your company revenues.
Contact Center Pipeline
MAY 16, 2017
We know that agent turnover—particularly among entry-level staff—is still the No. 1 challenge for contact centers. As Matt Stevenson, Mercer Partner and Leader of Mercer’s Workforce Strategy and Analytics group, pointed out, the growth of the on-demand economy will only drive up turnover rates. One way to combat higher turnover in the center due to […].
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Andrew Mcfarland
MAY 16, 2017
The good news is that customer experience transformations need not fail. Sadly, most will. Despite good intentions, reassuring words to shareholders, corporate commitment, steering committees, tiger teams, etc. most efforts are doomed because of ignorance. They fail because people don’t.
aircall
MAY 16, 2017
As a field and as a department, customer support is no longer relegated to the kids’ table. Customers are afforded more options than ever, and as a result, their expectations in terms of service and support are soaring. In order to satisfy them, your business requires a crack support team. Here are five customer support job descriptions to man every station and delight your customers.
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.
Toister Performance Solutions
MAY 16, 2017
It was 10:55am and there was already a line. I was standing outside Shake Shack's Theatre District location in New York City with my friend, Jenny Dempsey. She was working nearby at the time and I was in town for a conference, so this was a rare opportunity to meet up. Jenny co-authors the fabulous Customer Service Life blog, which meant we naturally had to visit a place that offers outstanding customer service.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Avaya
MAY 16, 2017
Stats show that 80% of companies identify “digital transformation” as their top strategic priority—but only 5% feel they’ve mastered it. Why the gap? Achieving a digital experience to a point of competitive differentiation requires organizational alignment. Digital transformation represents a crucial paradigm shift across the entire organization, yet research suggests only a fraction of companies currently implement an enterprise-wide digital strategy.
Jon Arnold
MAY 16, 2017
If you follow me, you'll know May is an unusually busy month - 3 out of town industry events, 2 local speaking events, and 1 music gig with the SIPtones in Indianapolis next Tuesday. Tonight, I'm speaking at Jeff Pulver's networking event here in Toronto about chatbots, AI and enterprise messaging, and we're expecting a big crowd. It's not too late to join us, however, if you're free.
Uniphore
MAY 16, 2017
Customers hate having to repeat steps already taken, simply because the agent they are speaking to doesn’t know anything about their problem. This can be solved by providing context. Read More.
LiveChat
MAY 16, 2017
The word automation has soaked up a soiled reputation lately. While it brings the promise of efficiency and time-savings, there are deeper fears associated with the word that we can’t seem to shake. Anxiety builds around the idea that robots will take over our jobs and there’s a resonating sentiment that we’ll lose our humanity by relying heavily on automation!
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
Pipkins
MAY 16, 2017
Bright Pattern, leading provider of omnichannel cloud contact software integrates with Pipkins to enable the complete contact center solution, including WFM. San Bruno, CA / St. Louis, MO Bright Pattern , omnichannel contact center vendor partners with Pipkins , leading supplier of workforce management (WFM) software and services to the contact center industry, providing sophisticated scheduling and forecasting technology.
Verint
MAY 16, 2017
Over the past few years, KM customers and prospects have increasingly asked Verint to help them define, deliver and measure KM value. This corresponds with a subtle shift in the customer service industry as a whole—a gradual yet significant transition from viewing the contact center as a cost center to a strategic enabler.
Provide Support
MAY 16, 2017
One customer can change the fate or course of your business forever. Just take a look at the United Airlines incident. We’ve all heard and saw it. It was very disturbing and we just can’t help but get angry and despise United Airlines. I won’t share the facts and other information anymore since I assume that you’ve already read a lot of articles and watched a number of YouTube videos about it.
Verint
MAY 16, 2017
Much attention is paid to the quality of contact center technology and memorable customer experiences to help develop long-term customers. Rightfully so—those elements of doing business are critical. However, it’s also important not to lose sight of one of the fundamental building blocks of customer service success: the engagement and productivity of your agents.
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.
Expert insights. Personalized for you.
222 
Let's personalize your content