Beyond Philosophy
MAY 31, 2017
Find out what Google knows and your Customers won’t tell you: Economists hate surveys. They don’t trust them because people lie in surveys. Economists prefer to look at what people do instead, which, as we know, is what people are incented to do. Understanding these truths is critical to the work of an economist, and it is also vital to moving your Customer Experience to the next level.
ShepHyken
MAY 31, 2017
I’m often asked, “How many people in an organization does it take to create a culture focused on Customer Amazement?” The short answer is: all of them. But, the process has to start somewhere. Usually it’s at the top with leadership. But sometimes it can come from someone inside the organization at a different level. I refer to that person as The Force Within.
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Contact Center Pipeline
MAY 31, 2017
Despite a lot of industry conference activity in May (or possibly because of), Pipeline readers found the time to read about contact center cost management, balanced decision-making, workforce management, remote access solutions and virtual training models. The following were our most popular posts in May. Driving Margins by Minimizing Contact Center Costs Understanding your contact […].
Joe Rawlinson
MAY 31, 2017
Vilfredo Federico Damaso Pareto coined the idea that 80 percent of results come from 20 percent of the action. The Pareto principle may date back to the 1800s, but it’s still relevant for the consumer marketplace today. Take a look at your most loyal customers. Forbes reports that most businesses find 20 percent of their most loyal customers actually make up 80 percent of their sales.
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Customer Service Life
MAY 31, 2017
Jenny and I had the privilege and honor of presenting at the 2017 ICMI Contact Center Conference last week in Orlando, Florida. In this episode you’ll hear a brief summary of our presentations, and if you stay to the very end, you’ll be treated to an original song that Jenny shared in her session. You’ll also learn about the worst trouble we’ve ever gotten ourselves into.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Vonage
MAY 31, 2017
The worst person to ask for directions is somebody local, who knows the area too, too well. They’ll tell you something along the lines of, “Turn left where the old barn used to be, make a right where Ol’ Sanders was thinking of building a gas station but ended up deciding against it, go 2 miles, and there you are. Don’t worry — you can’t miss it.”. The reason such directions are impossible to follow is that they assume the listener has the same familiarity with the landscape as the person giving
Influitive
MAY 31, 2017
The biggest marketing trends of the year are often influenced by conversations that happen at SiriusDecisions Summit. This year’s hot topics included: The new Demand Unit Waterfall Account-Based Marketing (ABM) Ungating content If you’re concerned about how to effectively implement these ideas in your already-packed marketing strategy, there’s good news.
Uniphore
MAY 31, 2017
I just called to say…I have a problem. Despite the massive investments many organizations are making in new digital contact channels, the majority of customers are still turning to the tried and tested telephone to resolve their challenges. Read More.
5CA
MAY 31, 2017
Outsourcing. You wouldn't be the only one to say this word with a bit of fear. Its previously negative perception has dramatically improved in our now technology-driven, cost-efficient, and process-smart world. Now more than ever, companies are deciding that outsourcing is the best way to grow their business. Scalability, cost efficiency and global coverage are just a few reasons why companies turn to outsourcing for many of their business needs.
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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
Momentum Telecom
MAY 31, 2017
For any businesses looking to successfully move into the future, hacking prevention and cyber security are quickly becoming top priorities. With the way the technological landscape has been changing, some sort of standards had to be put in place. That’s why in 2006 five major credit card companies formed the Payment Card Industry Security Standards Council (PCI SSC).
Talkdesk
MAY 31, 2017
Following the success of Opentalk 2017, the entire Talkdesk team has been hard at work preparing this month’s exciting product release. We have a great lineup of new features that will not only improve your call center operations, but also improve agent efficiency. Beginning in May 2017, Talkdesk users can enjoy the following features: Open Beta: Talkdesk Sentiment in Salesforce.
CX Journey
MAY 31, 2017
Image courtesy of Pixabay To tip or not to tip, that is the question. I just returned from a trip to Sydney, Australia, where I keynoted an event and also conducted a journey mapping master class. It was my first time to Australia, so before I traveled, I did a little homework on what I needed to take along, what to expect while there, etc. One of the interesting things I learned was that it's not necessary to tip; Australia has a non-tipping culture.
Verint
MAY 31, 2017
Making the customer experience as convenient for customers as possible is now a high priority for most organizations. Keep it simple, and then get customers on their way. A good omnichannel approach usually helps make that happen. But here’s a question: How good is an omnichannel approach if it isn’t done well? OpinionLab’s Jeremey Dunn shares some thoughts on that very topic based on his recent shopping experience that could have taken place in the mid-1980s.
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.
Eptica
MAY 31, 2017
Date: Wednesday, May 31, 2017 Artificial intelligence and the rise of augmented agents in customer experience. Published on: May 31, 2017. Author: Pascal Gauvrit Artificial intelligence (AI) is currently the hottest topic in customer experience, with brands exploring how they can use digital technology such as chatbots to deliver the fast, accurate and personalized service that consumers demand.
delighted
MAY 31, 2017
Large companies with massive head counts, mountains of cash, and endless expertise, are rarely successful in creating truly differentiated experiences. Paradoxically, it’s the smaller companies with just a handful of employees and very little capital who are able to deliver the highest quality and most differentiated customer experiences. But why? There are many factors that restrict the ability for large companies to create differentiated experiences, but it usually boils down to one thing: the
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