Beyond Philosophy
JANUARY 10, 2018
Popular belief has long held that oldest children are responsible, high achievers. And recent social science research indicates that this trait extends to their careers. As explained in this National Public Radio report , firstborn children have the benefit of their parents’ undivided attention early in life, and that advantage can influence their development.
Contact Center Pipeline
JANUARY 10, 2018
The ability to work from home continues to top the list of desired benefits for employees seeking better work-life balance. Over the past five to 10 years, technology has enabled the growth of remote work across sectors and professions, and research suggests that nearly one-third of the U.S. workforce will be working remotely by 2025 […].
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Beyond Philosophy
JANUARY 10, 2018
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Most organizations do not fully understand, or leverage, the key linkages between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.
Call Center Weekly
JANUARY 10, 2018
How does the SaaS customer experience differ from traditional business models? Any customer experience has some of the same steps in the journey. At some point, a prospect begins to narrow down selecting a purchase, for example, and at some point they buy. The SaaS customer journey leans heavily on the customer to understand the product before buying, and that's why trial periods are so popular.
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Victor Midgley
JANUARY 10, 2018
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Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Victor Midgley
JANUARY 10, 2018
Often times when we think we are having a conversation with another person, what is occurring is more an illusion rather than a reality. To put it bluntly, we are often clueless to how the other person is receiving our message. So, how can you avoid falling into the “CLUELESS-ZONE?
ClearAction
JANUARY 10, 2018
What is Customer Centricity DNA? Lynn Hunsaker. What is customer-centricity DNA? Can you develop it, or must your business be “born” with it? DNA means “the fundamental and distinctive characteristics or qualities of someone or something, especially when regarded as unchangeable”. And centricity means “being situated at the center; a position of central prominence or importance”.
The Center for Client Retention
JANUARY 10, 2018
This week’s CX Beat post is in response to A Tricky Little Customer Service Secret: Wowing Customers Can Turn Them Off (If You Do It Wrong) , by Micah Solomon. No matter the industry, any time that frontline representatives are at work, they are learning how to deal with and manage customer expectations. While typically, the primary goal is to always deliver exceptional customer service, a truly skilled employee understands that there is a time to wow and a time to step back.
PeopleMetrics
JANUARY 10, 2018
When Volunteers Are Treated Like Customers, Everyone Wins. Customer Experience programs have become “table stakes” for enterprises looking to reduce customer churn and increase revenues through customer referrals and promoting their brand through word of mouth and social media posts. A central element of a true Customer Experience Management (CEM) program is “closing the loop”.
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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
ClearAction
JANUARY 10, 2018
What is Customer Centricity DNA? Lynn Hunsaker. What is customer-centricity DNA? Can you develop it, or must your business be “born” with it? DNA means “the fundamental and distinctive characteristics or qualities of someone or something, especially when regarded as unchangeable”. And centricity means “being situated at the center; a position of central prominence or importance”.
Customer Experience Matters
JANUARY 10, 2018
In a recent post, I showed the correlation between customer experience and consumers’ likelihood to repurchase. Since that post was so popular, I decided to once again tap into our survey of 10,000 U.S. consumers to analyze the relationship between CX (Temkin Experience Ratings) and likelihood to recommend. To determine likelihood to recommend, we asked consumer how likely they were to recommend the company to friends and family.
Provide Support
JANUARY 10, 2018
3d rendering android robot thinking in office. Happy Holidays! As the new year dawns, many of us take the time to reflect on the milestones achieved in the past, and also look ahead to what the future has in store. How many changes will 2018 bring about for those in customer service? What innovations and technologies will be transforming the world and shaping its future?
InGenius
JANUARY 10, 2018
In 1950, colour TV was invented. Two years later, the first Canadian Football League (CFL) championship game, the Grey Cup, is broadcast. Back then, the planet's population was a humble 2.5 billion. If you’re familiar with Canadian football’s older American cousin, you’re not far off. The CFL field is about 10 yards longer, length and breadth wise. However, the ball is slightly smaller, as is the number of downs, going from 4 in the NFL, to 3 with the Canadians.
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.
Fonolo
JANUARY 10, 2018
Fonolo is excited to return as a sponsor for this year’s Customer Contact Week (CCW), January 22-25th, 2018 at the Hyatt Regency in New Orleans, Louisiana. CCW will provide delegates with the tools and insight to deliver world-class service. Started in 1999 as Call Center Week, CCW is the world’s largest customer contact event series. This is the place where customer care, CX, and contact center leaders come together!
Quadient
JANUARY 10, 2018
Data is collected and processed in a variety of systems; CRM and financial applications, call centres, external data suppliers and more. Every data source has its own unique format, which means that customer data is stored differently depending on the particular system, and probably exported in a variety of ways as well. The syntactical and semantic validity of data sources varies greatly, such that a particular individual stored on multiple systems may not be recognized from one to the next.
Aspect
JANUARY 10, 2018
2017 was a banner year for the economy, but not all businesses benefitted the same. Retail continues to suffer as the largest corporations and online merchants continue to increase market share. But in an age of digital innovation, you don’t necessarily need the bandwidth or resources of industry giants in order to remain competitive. Instead, take advantage of cutting-edge solutions to remain agile, productive and support customer experience initiatives.
ClientSuccess
JANUARY 10, 2018
Retaining customers is a bottom-line must for successful companies—especially SaaS companies where a predictable customer base is a must. An organization’s customers are the greatest asset it can have, and the longer those customers continue to invest in products and services, the more valuable they become. This is why the concept of churn is so important to both growing and established organizations alike.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Aspect
JANUARY 10, 2018
2017 was a banner year for the economy, but not all businesses benefitted the same. Retail continues to suffer as the largest corporations and online merchants continue to increase market share. But in an age of digital innovation, you don’t necessarily need the bandwidth or resources of industry giants in order to remain competitive. Instead, take advantage of cutting-edge solutions to remain agile, productive and support customer experience initiatives.
Comm100
JANUARY 10, 2018
There is no question that businesses need to listen to and make every effort to obtain customer feedback. It is probably the only effective way of knowing what you are doing well, and perhaps more importantly what you are NOT doing well. However, if you are only going through the motions with regards to your surveys, you are doing your customers and your business a disservice.
ForeSee
JANUARY 10, 2018
The following article written by ForeSee VP of Marketing Eric Feinberg was first published on Forbes. When examining the typical customer journey, it’s not difficult to see why delivery is. The post How Amazon is investing in customer experience by reimagining retail delivery | Forbes appeared first on ForeSee.
Jon Arnold
JANUARY 10, 2018
Got a lot going on this month, so no complaints for the new year so far. Am doing a shout-out here for my next webinar - it's Friday, Jan. 26 at 2pm ET, and it's my first one with Informa , best known for their Channel Partners portal and conference. They have 8x8 lined up as a sponsor, with their speaker TBD. I'll be the featured presenter, looking at the state of the UC space for 2018, and the challenges facing the channels.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
LiveChat
JANUARY 10, 2018
ECommerce can be a tough nut to crack. According to a Monetate study, less than three percent of eCommerce visitors add a product to the cart while shopping online. The actual number of paying customers is much lower. There are many reasons why conversion rates in eCommerce are so low. The customer could, for instance, feel deceived when the store adds shipping charges in the checkout page.
Verint
JANUARY 10, 2018
2017 clearly demonstrated the need for increased safety, security and collaboration throughout all components of an organization. Because of the numerous security-related events that occurred, we saw an overall trend of end users moving from simply reacting to proactively trying to identify the potential areas where threats are prevalent—addressing the issues before they become major problems.
NICE inContact
JANUARY 10, 2018
We’ve managed to surpass ourselves again by bringing to Interactions 2018 one of the most iconic comedians in the industry, Jay Leno ! You know him as the “hardest working man in show business” and now Jay Leno, the acclaimed TV late night show host, admired stand-up comedian, best-selling children’s book author, pioneering car builder and mechanic, and philanthropist, will take the main stage as our closing keynote for Interactions 2018!
CX Accelerator
JANUARY 10, 2018
Happy 2018, folks! Ready or not, the new year is here. And with the turn of the calendar comes everyone’s favorite annual process: goal setting! Sadly, this rite of passage is often overlooked or marginalized within customer service departments. We can become wholly focused on things like quality scores, metrics, and new technology (all of which are extremely important), but annual goals should help you get out of the day-to-day way of thinking and practice continual improvement.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Eptica
JANUARY 10, 2018
Date: Wednesday, January 10, 2018 Delivering an AI-powered customer experience at Birmingham City Council. Published on: January 10, 2018. Author: Neil Cox Local authorities across the UK are under constant pressure to increase efficiency and productivity, while delivering a high quality experience to the public. And with people increasingly wanting to interact with them through digital channels they also have to embrace new technology and new ways of communicating.
SoliCall
JANUARY 10, 2018
If you are a call center, conference bridge provider or any other organization looking to improve audio quality in your telephony using our innovative technology, you might ask yourself which of our products is most suitable for you. Assuming you are not developing your own telephony software our SDKs are not an option but what about the two plug-and-play products PBXMate and SoliCall Pro ?
Service Agility
JANUARY 10, 2018
Originally published in Contact Center Pipeline, August 2016 One of the best things to happen to the contact center in the last 10 to 15 years is the attention placed on customer feedback. Surveying customers used to be an informal activity done by a small minority of centers; today it is a best practice followed by the vast majority of us. Customers now have a voice, and contact center leaders have direct insight into the service improvements most valued by customers.
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