Beyond Philosophy

JUNE 5, 2017

One of the annoying things about business travel is that you tend to need things in your hotel room at the worst time. More shampoo when you’re still in your pajamas. A mending kit to repair a button in time for your dinner meeting. The hotel staff, while generally helpful and accommodating, has other things to do. So you wait. It’s not the best customer experience, but if you travel often, you learn to live with it.

Consulting 358

Consulting Consulting Personalization Customer Experience 358

CX Global Media

JUNE 5, 2017

You know those times when something is right in front of you, yet you fail to realize it? You ask yourself why you didn’t think of that sooner. If you stop and think about contact center agent burnout and turnover problems, why have you not considered musculoskeletal disorders (MSDs)? Of course, you did. It’s obvious, right? Ahem…it should be. Have you considered MSD as a contact center agent burnout cause?

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Agent burnout Contact Center Morale Call Center 192

ShepHyken

JUNE 5, 2017

Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 11 Tips to Save Your Retail Business From Extinction by Anne Pilon. (Small Business Trends) Brian Solis gives an overview of the top trends that retail businesses can use to survive and thrive in today’s environment.

Airlines 185

Airlines Customer Service B2B B2C 185

Customer Service Life

JUNE 5, 2017

Class tales like Little Red Riding Hood can teach us a lot about telling better stories in our organizations. Photo Credit: PublicDomainPictures.net via CC License. I wrote this article with my colleague Ruth McCullen. She’s the Director of Client Analytics at FCR. This article was originally published on the ICMI blog on May 18, 2017. Click here to read the original.

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Average Handle Time Metrics Contact Center Analytics 68

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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.

GetFeedback

JUNE 5, 2017

Modern consumers want modern experiences. Personalized surveys help brands collect better data and make smarter decisions with customer feedback.

Surveys 60

Surveys Personalization Feedback 60

Taylor Reach Group

JUNE 5, 2017

How Ontario Minimum Wage Increases Will Impact Contact Centres. By: Colin Taylor , John Cockerill , Garry Schultz , Turaj Seyrafiaan and David Bradshaw. As many of you have heard, Ontario has announced a minimum wage increase to $15/per hour. This topic has been very controversial as some are in favour of, and others opposed. This jump in wages raises many questions and concerns as organizations and individuals try to anticipate the effect of Ontario wage increases.

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outsourcing Telemarketing Virtual Agent Government 50

Mindtouch

JUNE 5, 2017

Instead of discovering that an asteroid the size of Texas is going to impact Earth in less than a month, and your company needs to recruit a misfit team of deep core drillers to save the planet, what your company does need to do is recognize the team of digital strategists that can destroy the silos of information blocking you from connecting deeply with your customers (and vice versa).

Sales 48

Sales Management 48

VocalCom

JUNE 5, 2017

With our modern need for quick and efficient customer service, call scripts are essential tools for contact center agents. They can enrich customer service interactions and help them progress faster by offering agents detailed answers and communication tips to better satisfy customers. However, as service cases vary in nature and customers continue to seek a human touch, agents must remain spontaneous and be able to adapt the use of call scripts to each individual situation.

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Scripts Contact center software Contact Center Interactive Voice Response 48

Customer Experience Matters

JUNE 5, 2017

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets to their organization. It’s not surprising, therefore, that customer experience leaders have more engaged employees than their peers.

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Employee engagement Customer Experience Benchmark Customer centricity 44

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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

Surveys

5CA

JUNE 5, 2017

What do you make of this phrase: If we want to improve our CSAT then we need to increase FCR! If you're new to customer service then this is probably complete gibberish to you.

Metrics 40

Metrics Customer Service 40

Win the Customer

JUNE 5, 2017

Giving employees the freedom to work from home can impact how much they love their job and their desire to stay. A survey by Leadership IQ found people are 87 percent more likely to love their job if they work from home or remotely. And aside from happiness with working at home, companies can recruit top talent regardless of where they live to gain an edge over their competition.

Customer Service 88

Customer Service virtual call center call center software Surveys 88

5CA

JUNE 5, 2017

What do you make of this phrase: If we want to improve our CSAT then we need to increase FCR! If you're new to customer service then this is probably complete gibberish to you.

Metrics 40

Metrics Customer Service 40

ijgolding

JUNE 5, 2017

I have just returned from a wonderful four-day city break to Paris. Family time, glorious weather (in the main) and one of the world’s most beautiful cities, made for a quite fabulous combination. I have been to the French capital many times, but this trip topped them all. From our lovely boutique hotel; to the friendly people (we only encountered one particularly grumpy rail employee in four days); to having dinner in the Eiffel Tower; to seeing astonishing artwork from the likes of Leona

Airlines 65

Airlines Transportation Customer Experience Management 65

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.

Customer Experience

CMS

JUNE 5, 2017

Lawsuits are the very real boogie men of the business world. Over the past decade, companies faced with employee lawsuits paid an average of $40,000 for out-of-court settlements and $45,000 when cases went to trial. And, when employees have better cases than their employers, that figure can increase exponentially. Currently, hourly workplace absenteeism in America is at approximately 9%, meaning that nearly 1 in 10 employees aren’t at work when they need to be.

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Morale Answering services Metrics Management 40