ShepHyken

JANUARY 3, 2017

Thomas A. Stewart and Patricia O’Connell on. How to Deliver an Exceptional Customer Experience. – By Design. Is your business equipped to deliver exceptional customer experiences? Shep Hyken speaks with Thomas A. Stewart and Patricia O’Connell, authors of the new book “Woo, Wow and Win: Service Design, Strategy and the Art of Customer Delight,” who assert that a customer’s experience should be designed just as thoughtfully as your product was designed.

Journey mapping 217

Journey mapping Consulting Consulting Engineering 217

Beyond Philosophy

JANUARY 3, 2017

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. First, a little dictionary diving is required. The word ‘chronos’ may be familiar to some. In ancient Greek, it means “time” or “order”, like chronology or sequence. Kairos is probably less well-known. It means, essentially, doing something at the right instance, in other words a moment of truth or when something of significance happens.

Consulting 192

Consulting Consulting Interactive Voice Response Customer centricity 192

Callminer

JANUARY 3, 2017

In a world of uncertainty, being able to make informed decisions in response to changes will be vital to success.

Big data 182

Big data 182

Contact Center Pipeline

JANUARY 3, 2017

Are your agents saying the right thing? If you are like most call center leaders, quality assurance requires a lot of your attention and time. How many times have you revamped your program in the last few years? Are your agents using the customer’s name, confirming their account number, repeating back the customers problem? It’s […].

Call Center 100

Call Center Accountability Coaching 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.

Topdown

JANUARY 3, 2017

With the explosion of marketing technologies (martech) in recent years and more and more of the responsibility for customer experience (CX) management falling under the marketing umbrella, marketing leaders find themselves increasingly involved in the technology purchasing process. Some CMOs are working more closely with CTOs and CIOs. Others are morphing into CMTOs (chief marketing technology officers) because tech has become such a central piece of modern enterprise marketing.

Enterprise 59

Enterprise Marketing Technology Customer Experience 59

Vonage

JANUARY 3, 2017

Social media: a platform that allows consumers to say anything they like about a brand – and broadcast that message to the world. When you think about it, it’s not surprising that many businesses consider social media to be one of the dangerous communication channels. If you get it wrong, the negative PR will spread like wildfire. However, it’s not all bad.

Customer Service 54

Customer Service Surveys Feedback Customer Experience 54

aircall

JANUARY 3, 2017

Why do we use phrases that upset customers? Customer service can be a difficult field of work. Call center agents repeatedly find themselves wedged between irate customers and prickly issues. Being a successful customer service representatives requires certain skills which include patience, attentiveness, and empathy. Nevertheless, even the most qualified agent has found themselves uttering unfortunate phrases that upset customers.

Call Center 48

Call Center CRM Wait times Customer Service 48

Provide Support

JANUARY 3, 2017

5 Considerations When Building Multichannel Customer Support. The number of channels and choices for customer support are growing and businesses who enable customers to reach them on the channel of their choice experience high levels of customer satisfaction. Of course, the more traditional methods of email and phone calls are channels that many consumers still prefer.

Multichannel 50

Multichannel Customer Support Best practices Self service 50

aircall

JANUARY 3, 2017

Why do we use phrases that upset customers? Customer service can be a difficult field of work. Call center agents repeatedly find themselves wedged between irate customers and prickly issues. Being a successful customer service representatives requires certain skills which include patience, attentiveness, and empathy. Nevertheless, even the most qualified agent has found themselves uttering unfortunate phrases that upset customers.

Call Center 48

Call Center CRM Wait times Customer Service 48

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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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Avaya

JANUARY 3, 2017

When it comes to customer service, it seems that change is the only constant. I know you’ve heard it all before; how single channel service evolved into multi-channel service evolved into omni-channel service. You’ve heard countless times about the importance of keeping up with this accelerating pace of change to consistently deliver amazing customer experiences.

Enterprise 52

Enterprise Big data Contact Center Customer Experience 52

aircall

JANUARY 3, 2017

Why do we use phrases that upset customers? Customer service can be a difficult field of work. Call center agents repeatedly find themselves wedged between irate customers and prickly issues. Being a successful customer service representatives requires certain skills which include patience, attentiveness, and empathy. Nevertheless, even the most qualified agent has found themselves uttering unfortunate phrases that upset customers.

Call Center 48

Call Center CRM Wait times Customer Service 48