ShepHyken
MAY 19, 2017
This week we feature an article by Kevin J. Berk about the importance of responding quickly to customer comments and reviews. Ask your customers to post online reviews. This shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. – Shep Hyken.
Taylor Reach Group
MAY 19, 2017
By: Bruce Lebowitz. . Many companies are reluctant to introduce click-to-call technologies (also known as click-to-agent, click-to-dial, click-to-contact, tap-to-talk etc.) for fear of driving increased costs and complexities to their Contact Center. Their fears included: . . Driving incremental contacts into their center. Requiring new systems (and integrations).
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Envision
MAY 19, 2017
As children, we’re asked by our teachers and parents what we want to be when we grow up. As adults, however, we know the answer to this question isn’t so easy—especially in today’s working world, where it’s common for employees to wear multiple hats and balance interdepartmental responsibilities. Just consider the evolving relationship between sales and marketing, where roles and dependencies are progressively converging.
Customer Centric Support
MAY 19, 2017
Using DiSC in a customer service context to enhance both the customer and the agent experience. There is a plethora of training options available to service leaders who are looking to enhance the communication skills of their agents. Having had exposure to many of these, DiSC is my top choice with the most significant impact. Having now studied DiSC and received my credentials as a certified facilitator, there is no mystery why the tool is so great for a customer service environment.
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Amity
MAY 19, 2017
Achieving Customer Success can be a long and hazardous road, but there’s no reward like knowing that you’ve fostered a new advocate for your company. Advocates are customers who are so confident in the value of your service that they will go to great lengths to let everyone know that you’re worth every penny. But how, exactly, should your company take advantage of that privileged relationship?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Topdown
MAY 19, 2017
In “ Customer Experience Is the New Marketing and Customer Experiences Are the New Brand ,” Brian Solis ( @briansolis ), a principal analyst for Altimeter Group, uses humor and a handful of recent high-profile customer experience stories in the headlines to make the case that customer experience (CX) is now an inextricable piece of marketing and brand identity.
Connect
MAY 19, 2017
A BBC article detailed a voice biometric ‘hack attack’ by twin brothers on their HSBC account. It highlights weaknesses in the legacy technology used by some solutions that can be avoided by implementing next generation voice biometrics.
Jon Arnold
MAY 19, 2017
This will be US stop #3 for me this month, and then things finally slow down on the travel front. Am flying on Sunday to Indy for CX17 , where the event tagline is "Together", referring to the combined conference for Genesys and Interactive Intelligence. I posted the basic details about the conference already in the Event Calendar of my website, so please go there for that.
Uniphore
MAY 19, 2017
Once upon a time, quality and price were the essences of buying decisions. However, today more and more brands are chosen based on whether the overall customer experience matches customer expectations, and delivering a frictionless, cross-channel customer experience is the key. Read More.
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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
Verint
MAY 19, 2017
No matter how “e” or electronic your company, your employees need to be prepared and motivated to deliver the right experiences. Operational dashboards. BYOD (bring your own device) policies and mobile apps. KPI scorecards.
Aria Solutions
MAY 19, 2017
A common scenario of interaction event tracking. Let’s paint the picture of a common series of events in the contact center. 1. A technical or performance issue is suspected – either through anomalies in high-level aggregate reports or an agent/customer complaint. From a management stand-point, the immediate question is: “Is this a recurring problem or a singularity?”.
aircall
MAY 19, 2017
Sales is an incontrovertibly competitive field. So naturally, the competitive people who make up that field are always looking to improve their performance, from first contact to close. This article will detail how the combination of empowered salespeople and effective processes (such as click-to-dial) can light a fire under a sales department’s productivity.
InGenius
MAY 19, 2017
The needs of today's customers are complicated. For a business to thrive, meeting these needs, and doing it at a level satisfactory to the customer, is critical. However, businesses often wither by using outdated tools and processes that make servicing customers skillfully more difficult than it has to be. A rocky customer experience has a big impact on brand loyalty.
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.
aircall
MAY 19, 2017
Sales is an incontrovertibly competitive field. So naturally, the competitive people who make up that field are always looking to improve their performance, from first contact to close. This article will detail how the combination of empowered salespeople and effective processes (such as click-to-dial) can light a fire under a sales department’s productivity.
aircall
MAY 19, 2017
Sales is an incontrovertibly competitive field. So naturally, the competitive people who make up that field are always looking to improve their performance, from first contact to close. This article will detail how the combination of empowered salespeople and effective processes (such as click-to-dial) can light a fire under a sales department’s productivity.
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