Beyond Philosophy

FEBRUARY 28, 2017

On his first day on the job as U.S. Secretary of State, Rex Tillerson stood before a crowd of State Department employees and introduced himself. “Hi, I’m the new guy.”. The humble comment brought laughs because, until recently, Tillerson was CEO of ExxonMobil, one of the biggest companies in the world. But it also reflected something very true about Tillerson’s status: cabinet secretary or not, he was a brand new employee in unfamiliar territory.

Construction 328

Construction Feedback Consulting Consulting 328

Callminer

FEBRUARY 28, 2017

Top Call Center Conferences 2017: 49 Must-Attend Events to Learn the Latest Trends and Technologies for Boosting Call Center Performance Call centers remain the most important customer channel companies have; indeed, Forrester claims that 73% of consumers opt to call when they need service, and a study by Arizona State University finds that customers are 11 […].

Call Center 265

Call Center Technology Best practices Analytics 265

ShepHyken

FEBRUARY 28, 2017

Kyle Christensen Says Don’t Cut That Cord: How Technology Will Help You Deliver a Better Customer Service Experience. Rather than attempt to cut the costs of delivering customer service on the phone, how you can use that opportunity to actually increase customer satisfaction and revenue through the use of technology? Shep Hyken speaks with Kyle Christensen, VP of Marketing at Invoca, about using technology to create a better customer experience.

Technology 195

Technology Accountability Enterprise Marketing 195

Contact Center Pipeline

FEBRUARY 28, 2017

February may be short on days, but that doesn’t mean that we’re short on content! Our five most-read blog posts of the month touched on a variety of popular topics, including leadership, omnichannel, customer experience, workforce management, staffing and customer service. Inside View: Eileen Campbell, Horizon Utilities Highly effective leaders can create the type of […].

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Customer Experience Management Customer Service Contact Center 100

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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.

CustomerGauge

FEBRUARY 28, 2017

Introducing CustomerGauge 4.0! Like a proud parent parading our child’s 1st place prize, we’re happy to brag about our newest release, which we began rolling-out yesterday. This new release involved 18 months of planning and engineering. During that time, we listened closely to hundreds of customers to understand how they used customer feedback and shared […].

Engineering 104

Engineering Feedback 104

Sampson Lee

FEBRUARY 28, 2017

In How Many Customer Experience Professionals Will Survive 2017?, it is stated that “Two trends were found to be particularly similar: of the CX practitioners who said their focus was to encourage their companies to make large investments in CX, only 51% had survived in their role beyond year-2. Of those who described their focus […].

Customer Experience 57

Customer Experience 57

Provide Support

FEBRUARY 28, 2017

Customer Service Quality. Almost all businesses strive to offer superior customers service. However, not all of them succeed in this. There are certain factors that negatively affect customer service quality and do not allow companies to reward their customers with exceptional customer service. Before I start talking about these factors I’d like to ask, do you know what customer service means?

Customer Service 46

Customer Service 46

LiveChat

FEBRUARY 28, 2017

Employee engagement definition can be explained in simple words: it’s the emotional commitment that employee has to the organization and its goals. It means that emotionally engaged employees care about their work and their company and they don’t just work for a paycheck. Unfortunately, we can observe many myths that arose around employee engagement over the years.

Employee engagement 49

Employee engagement Morale Surveys Education 49

PanTerra

FEBRUARY 28, 2017

Microsoft bought Skype for $8.5 billion in 2011. Small businesses have been using Skype successfully. According to Microsoft, Skype used to make 3 billion minutes of calls every day. The good thing about Skype is that it is available in almost every part of the world. Skype app can be downloaded on all main mobile platforms. In spite of all this, the users have been facing many problems from the past few months.

voip 44

voip 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

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Talkdesk

FEBRUARY 28, 2017

Last month, Avaya filed for Chapter 11 bankruptcy. The company will continue to operate and has plans to retain control of their contact center, but there are certainly plenty of question marks around the long-term viability of their offering. For Avaya’s customers, news of the Chapter 11 filing might be just the cataclysm needed to shake up their call center strategy and consider something new.

Call Center 40

Call Center call center software APIs Accountability 40

Brad Cleveland Blog

FEBRUARY 28, 2017

The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World Being always connected…is it a blessing or a curse? Are we in charge, or are we slaves to our smartphones? For the past three decades, I’ve been … Continue reading → The post The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World appeared first on Brad Cleveland.

Multi-channel support 26

Multi-channel support Multichannel Contact Center Call Center 26

BetterXperience

FEBRUARY 28, 2017

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Brad Cleveland Blog

FEBRUARY 28, 2017

The Edge of Service™ Newsletter, Issue 20: TEDx: Thriving in an Always-On World Being always connected…is it a blessing or a curse? Are we in charge, or are we slaves to our smartphones?

Government 26

Government Multi-channel support Multichannel Contact Center 26

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

Brad Cleveland Blog

FEBRUARY 28, 2017

The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World Being always connected…is it a blessing or a curse? Are we in charge, or are we slaves to our smartphones?

Government 20

Government Multi-channel support Multichannel Contact Center 20