ShepHyken
MAY 17, 2017
I recently had the good fortune to meet Frankie Saucier , the former director of social media customer service (also known as social care) for a major cable company. When the cable goes out, upset customers call, email, tweet, post on Facebook, etc. her cable company for two reasons. One, they want to express their complaint and anger. Two, they want to know when their cable TV will be fixed.
Callminer
MAY 17, 2017
Most customer service remains lackluster and inconsistent—while executives routinely believe their customer service is better than it really is.
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Contact Center Pipeline
MAY 17, 2017
A stitch in time saves nine” is an idiom that first appeared in print in 1732… a long time ago. Its meaning is timeless and simple: DON’T DELAY! Take on tasks as they arrive rather than procrastinate. In its literal sense, “a stitch in time” may refer to mending a piece of clothing: If a […].
Customer Service Life
MAY 17, 2017
Finally, Breaking the Ice goes to 11 — and we’re so happy to break the ice with our always-best-dressed friend, Nate Brown. Nate is Director of Customer Experience at UL and regularly writes a blog called Customer Centric Support. We had a little bit of fun with this episode. Here are the questions: Icebreaker Question: What’s your favorite Halloween costume of all time?
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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.
Joe Rawlinson
MAY 17, 2017
Ecommerce sites have taken retail online and with such its audience. Once representatives used to be able to physically approach customers to see if they need their assistance, now when visitors are on a website many companies are not aware of their existence unless the visitor makes contact. Are companies just expected to sit back and wait to see if a purchase comes through?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CustomerGauge
MAY 17, 2017
Now that the dust has settled, and pictures of Dr.David Dao’s half naked body are no longer making the rounds on my social feed, I think it’s time we talk logically about the elephant in the room: Customer experience within the airline industry has come under hot water over the last few months, through a combination of […]. The post 2017 Customer Experience Lessons from the Airline Industry…So Far appeared first on CustomerGauge.
Fonolo
MAY 17, 2017
UPDATED: February 2020. Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. This is a mistake because contact center technology is evolving faster than ever before; new technology brings with it new opportunities to improve your contact center’s infrastructure and performance.
ijgolding
MAY 17, 2017
Most human beings have a small number of people they consider to be their ‘heroes’ For some, it is a relative – their mother, father, brother or sister, husband, wife or partner – it may be a long departed uncle who flew Spitfires in World War II. Others may have heroes from the sporting arena, whether it be a football or soccer player; Muhammad Ali, or a multiple Olympic champion.
AskNicely
MAY 17, 2017
In 18 th century Prussia, Frederick the Great faced a tricky dilemma. To combat volatile bread prices and the risk of famine, he’d issued an order for his subjects to grow potato crops (a radical new technology back then). Unfortunately, avoiding starvation wasn’t seen as a compelling benefit to the Prussian peasantry (evidently, not vegetable lovers).
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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
CX Journey
MAY 17, 2017
Image courtesy of Pixabay I originally wrote today's post for Clicktools; it appeared on their blog on July 26, 2016. Last month, I wrote about 20 tips to design better customer surveys. That post ought to be helpful whether you're designing a new survey or redesigning existing surveys. But what if you've been listening to customers for years? How do you know when it's time for a refresh or a complete VoC program redesign?
Clarabridge
MAY 17, 2017
You’re in the field of customer feedback but let’s be honest for a minute. When is the last time you actually took a survey? If you’re like the rest of the world, you don’t take them very often. In fact, Forbes studies show that survey response rates are down to an all-time low of less than 2%. So how can you help your customers help you by providing more feedback?
delighted
MAY 17, 2017
When is it safe for a company to let up on the gas when it comes to improving customer experience? This is a question we hear a lot at Delighted. Should you continue to invest in customer experience if your customers are satisfied with the current experience? It’s common for a company to create a unique experience, gain early traction in their market, then shift their energy from improving that experience, to scaling and driving efficiencies.
Mindtouch
MAY 17, 2017
The announcement of SAP Machine Learning marks the beginning of SAP working with all SAP Partners to help their customers become intelligent enterprises (watch the video below to see exactly how). This journey will involve not only SAP customers, but will need significant contributions from across SAP’s Partner ecosystem to ensure its customers’ success.
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.
Knoah
MAY 17, 2017
Digital engagement is a necessity for connecting with today’s customers. Consumer electronics manufacturers work hard to deliver customers exciting products and experiences. Providing expert, fast and easily accessible customer service is an essential part of optimizing that connection. Unfortunately, many businesses in the consumer electronics space leave customers waiting.
Interaction Metrics
MAY 17, 2017
In the US market alone, there are hundreds of customer service consultants offering thousands of customer service improvement strategies which begs the question: does anyone need yet another plan to improve customer service? I think, decidedly, yes, for the simple reason that most customer service remains lackluster and inconsistent—while executives routinely believe their customer service […].
InGenius
MAY 17, 2017
The InGenius team was very excited to announce a brand new integration for ServiceNow CSM this month. ServiceNow is an easy-to-use service management solution that allows contact center agents to proactively identify and remedy issues on a service health dashboard. With InGenius built right into the ServiceNow window, users gain the clean user interface and flagship features that make InGenius the only CTI solution to meet unique contact center needs.
Interaction Metrics
MAY 17, 2017
In the US market alone, there are hundreds of customer service consultants offering thousands of customer service improvement strategies which begs the question: does anyone need yet another customer service improvement plan? I think, decidedly, yes, for the simple reason that most customer service remains lackluster and inconsistent—while executives routinely believe their customer service is […].
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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.
Jon Arnold
MAY 17, 2017
Just a quick note of thanks and appreciation for all those who came out to our event in downtown Toronto last night. The room was full, the energy was great, and I think the audience came away with a better idea of Jeff's vision, the opportunity he's trying to address with his MoNage event, and the community he's trying to build to use technology for good in our world.
ForeSee
MAY 17, 2017
Today’s businesses provide customer support using multiple types of interactions, which in turn shape the customer experience. If you’re attending ICMI next week in Orlando, let’s talk about how. The post Attending ICMI? Visit ForeSee to learn how to supercharge the contact center experience appeared first on ForeSee.
Natalie Petouhof
MAY 17, 2017
Tweet Would You Invest If You Knew the Investment Had a High Likelihood of Failure? If I were to tell you that I had an investment opportunity for you and the probability of you making money was 16% or less, how likely would you be to invest in it? But if I told you that the investment opportunity had a 90% chance of returning your investment, might you be more likely to want to invest?
Uniphore
MAY 17, 2017
As an increasing number of customers choose to do it themselves, it appears as though the most crucial technology in the future contact center will be self-service. Read More.
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!
Verint
MAY 17, 2017
Today’s consumers have high expectations and increasingly expect their sales and service experiences to be personalized, quick and easy across all interaction channels.
Brad Cleveland Blog
MAY 17, 2017
A few years back, fashion retailer Hot Topic won first place in an ICMI video contest for a creative portrayal of their “secret to service success,” a daily communications huddle. In it, they compare the daily meeting, which keeps employees … Continue reading → The post Hot Topic’s “Daily Huddle” appeared first on Brad Cleveland.
Beyond Philosophy
MAY 17, 2017
CX Data platforms are growing in popularity by those that seek to improve their Customer Experiences. These platforms can provide data management intended to optimize the Customer Experience, not only at a general level but also at a personalized level. It’s one thing to have the tools on hand to improve your Customer Experience (CX) However, a recent study by Forrester Consulting on behalf of DataStax revealed that knowing how to use them is another thing entirely.
Brad Cleveland Blog
MAY 17, 2017
A few years back, fashion retailer Hot Topic won first place in an ICMI video contest for a creative portrayal of their “secret to service success,” a daily communications huddle.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Eptica
MAY 17, 2017
Date: Wednesday, May 17, 2017 L’Occitane – the benefits of a global approach to digital customer experience. Published on: May 17, 2017. Author: Pauline Ashenden 4 questions to Anne-Sophie Pouyau, Head of International & European Customer Service, L’Occitane With a turnover of €1.28bn L’Occitane Group is a leading global manufacturer and retailer of natural and organic cosmetics and well-being products.
Brad Cleveland Blog
MAY 17, 2017
A few years back, fashion retailer Hot Topic won first place in an ICMI video contest for a creative portrayal of their “secret to service success,” a daily communications huddle.
LiveChat
MAY 17, 2017
About a year and a half ago, I started working for a company called The SnapBar. The SnapBar is a photo experience company that specializes in photo booth activations – from glam booths (popularized by the Kardashians) to GIF booths. In this post, I’m describing the way LiveChat helped to grow our business, keep customers happy and reduce the number of incoming calls.
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