Beyond Philosophy
SEPTEMBER 27, 2017
After Hurricane Irma’s recent march through Florida, millions of people lost internet, phone and cell phone service. Frustrated by an inability to contact loved ones, conduct business and get news, they looked for answers from their cable, cell phone and internet providers. Well, they didn’t get much. “I wish they would tell us what was going on,” complained one AT&T UVerse customer.
Contact Center Pipeline
SEPTEMBER 27, 2017
Nothing can short-circuit an online class faster than “technical difficulties.” I’ve seen so many talented facilitators prepped and ready to deliver their carefully planned content—only to lose control of the classroom due to a glitch. To be a successful virtual trainer, it’s crucial to understand the interdependence of technology and content. Your plan must include […].
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ShepHyken
SEPTEMBER 27, 2017
So, the other day I’m flying to a speaking engagement. While waiting for my flight to board I bought a yogurt parfait. After paying for it, I looked for a spoon. There were knives and forks, but no spoons. The little compartment next to the knives and forks was empty. I asked the cashier if they had any spoons. He pointed to where they weren’t. I told him they were out, and in an effort to get rid of me, he suggested that I could go to the restaurant next store and ask them for a spoon.
Aspect
SEPTEMBER 27, 2017
The modern contact center must be highly attuned to the emerging technologies that drive customer satisfaction today. Tools like chatbots and SMS features are designed to facilitate superior service and mimic the same types of social interactions that consumers have in their own personal lives. By making strides to be an early adapter to emerging technologies, you set your contact center apart from the competition and put yourself in a position to continue exceeding your customers’ 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
360Connext
SEPTEMBER 27, 2017
The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business. It’s moving from a “nice to have” to a “must have” department in most organizations. Those with or without customer experience in their titles are considering how their daily work impacts the customer journey.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Totango
SEPTEMBER 27, 2017
Today’s customer success executives are being challenged to use unprecedented amounts of customer data to build more predictable revenue outcomes and run more efficient operations. That’s on top of their existing efforts to manage an entire customer base. If you are a VP of Customer Success, it is time to go beyond defining strategy and start ensuring the execution of your strategy across the organization.
Influitive
SEPTEMBER 27, 2017
We looked far and wide to find the most in-demand speakers to take the stage this year at Advocamp in San Francisco December 6-8th. Advocamp is a global business gathering focused on one transformational idea: that the future belongs to companies that develop and mobilize advocates. This carefully curated group of 50+ cutting edge speakers consists.
Kayako
SEPTEMBER 27, 2017
Live chat seems like a win-win. Support agents can answer questions rapidly, keep their chat handle time low, and swiftly move on to help the next customer. Unfortunately, customers are rarely getting this experience. They’re unsatisfied with their live chat experiences. A Kayako survey of 400 consumers and 100 businesses found that almost one-quarter of customers are frustrated by long wait times on chat (it seems “live” chat is not often live).
CSM Magazine
SEPTEMBER 27, 2017
We recognize bad customer service right away, it’s like a flashing beacon. We tell all our friends and colleagues about bad customer service, and the story spreads like wildfire. . I just purchased a new BBQ pit, this thing is beautiful! I knew that assembling it was beyond my capabilities, so I hired someone to do it for me. (I’m the queen at knowing what I do really well, and what should be done by a pro!).
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.
Provide Support
SEPTEMBER 27, 2017
Key Personality Traits for A Perfect Service Rep. Providing outstanding customer service naturally starts from finding and hiring the right employees for your customer support team. While perfection can hardly ever be achieved – some people just happen to possess the qualities that make them more suited for the role of a customer service representative, while others simply don’t.
Fonolo
SEPTEMBER 27, 2017
Fonolo is thrilled to announce the launch of its new portal available to all customers today! The team has been working diligently on MANY enhancements that will maximize your productivity, and make your Fonolo experience even better. We even put together a nifty video to show off some of our most exciting changes. The updated portal features: Enhanced scheduled call-backs.
NICE inContact
SEPTEMBER 27, 2017
If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. While technologies like chatbots and artificial intelligence (AI) can play an obvious role in shaping the customer experience, true transformation comes from not only looking digitally outward at your customers, but inward as well.
CafeX
SEPTEMBER 27, 2017
The announcements at Microsoft Ignite 2017 are head-spinning yet refreshingly human amidst all the hype surrounding AI. Here's how Microsoft Dynamics 365 CRM will become the data hub for proactive customer service and better human interactions both inside and outside of your org.
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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.
NICE inContact
SEPTEMBER 27, 2017
If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. While technologies like chatbots and artificial intelligence (AI) can play an obvious role in shaping the customer experience, true transformation comes from not only looking digitally outward at your customers, but inward as well.
The Center for Client Retention
SEPTEMBER 27, 2017
In our first episode of Deep CX Thoughts, we share some insight on how to teach associates to always strive for improving relationships with customers. Check it out and let us know any #DeepCXThoughts you’d like to see featured!
CSM Magazine
SEPTEMBER 27, 2017
It’s National Customer Service Week from 2nd to 6th October. This year, Shep Hyken invites us to take a different approach. There are many ways companies are celebrating. Everything from an employee appreciation event, like a lunch or dinner, to fun games that are about team building and comradery. And, of course, there is showing some love and appreciation to your customers.
CX Journey
SEPTEMBER 27, 2017
Image courtesy of Pixabay How can you be sure that your VoC initiative stays fresh and relevant? Continuous improvement is just important for your VoC initiatives as it is for your entire customer experience journey/transformation. What are you doing to ensure that your listening efforts are always fresh and relevant? Yes, even customer listening programs become stale and must be updated.
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
Noble Systems
SEPTEMBER 27, 2017
There are plenty of articles and research that scream at employers about how much employee disengagement costs them. They also throw in talk about the generational shift of the employee spectrum and how the new majority, the millennials are turning over at very high rates. If ever an industry can relate it is the Call Center Industry. QATC reports that it costs a Call Center $6000 to replace a fully loaded agent, couple that with crazy high call center agent attrition rates, which is north of
Talkdesk
SEPTEMBER 27, 2017
In an economy where customers have a lot of product options, a personalized touch can make all the difference. In fact, according to a study done by Accenture in 2016, 75% of consumers are more likely to buy from a retailer that recognizes them by name, recommends options based on past purchases or knows their purchase history. The ability to have intelligent, personalized conversations with customers is the reason we at Talkdesk are equipping agents with a smarter contact center platform.
Clarabridge
SEPTEMBER 27, 2017
Being able to predict inclinations toward specific behaviors, helps you to understand the customer, and properly engage them at every touch point. With this information at the ready, your teams can design the right experiences inclusive of personalized recommendations and inventory optimization to meet those needs. See, what happens when you use Omni-channel analytics is that you get out ahead of what the customer wants, allowing you to design experiences specific to them.
EPIC Connections
SEPTEMBER 27, 2017
The benefits of a home-based agent model are undeniably exciting. From cost savings to reduced attrition, the work-at-home agent model is attractive to say the least. However, deploying it in a way that is successful for both business and agents can prove challenging. The first question you should ask yourself is: Why do you want a home-based model?
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Verint
SEPTEMBER 27, 2017
Again, this month we hear of another data breach that will impact approximately 143 million Americans, exposing personal consumer Social Security numbers, birth dates, addresses and driver’s license numbers. The major impact is that the security of customers’ accounts is at risk, in part because organisations still rely on the outdated practice of using Knowledge Based Authentication (KBA)—an authentication method that asks questions based on detailed information that an individual knows, such a
Customer Service Life
SEPTEMBER 27, 2017
In our 30th episode, we’re pleased to break the ice with Neal Topf. Neal is the President at Callzilla , an award-winning outsourced contact center provider including Best Outsourcing Provider Award at the 2017 ICMI Contact Center Expo and Conference. Tune in as we talk about our favorite sports teams and share some practical advice on working effectively with an outsourced customer service team.
Eptica
SEPTEMBER 27, 2017
Date: Wednesday, September 27, 2017 Bridging the chat gap in customer experience. Published on: September 27, 2017. Author: Pauline Ashenden Given its ability to deliver real-time, two way customer conversations, it is no surprise that chat has become a key channel for consumers looking to interact with brands. At the same time for businesses, it’s a cost effective alternative to the telephone, allowing agents to manage several conversations simultaneously.
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