Beyond Philosophy
AUGUST 30, 2017
Why did you buy the shirt you are wearing today? What about the car you drive, how did you choose it? Why did you go with the financial advisor you did? If “because I felt like it” wasn’t the answer to each of these questions, you are missing the biggest reason that you did these things at all —and the reason you do almost anything for that matter. It isn’t your fault you got it wrong, however.
ShepHyken
AUGUST 30, 2017
There is a lot of power in a handwritten, personal note. This isn’t just about a thank you note to a customer, although those are important as well. This is also about the note of appreciation to someone who has done a great job or hit their goals. You get the idea. Anything you might want to congratulate them on. Ted Janusz is one of our amazing trainers at Shepard Presentations.
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Contact Center Pipeline
AUGUST 30, 2017
When it comes to brands, millennials are not lacking for options. The first generation raised on digital tools, the ability to research and choose among thousands of search results is second nature. This has fundamentally changed the nature of their relationships with businesses, as they now favor experience over function. The 1:1 relationship—the interactions that […].
CX Global Media
AUGUST 30, 2017
People, process, technology, reporting, culture, competition, morale, data, automation, self-service – which word matters most? In my 20+ years in the contact center industry, the past three years elevated this one word to utmost importance. This word is now more important than any other word. And if your supervisors don’t have it, your entire frontline staff will never reach peak performance.
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CustomerGauge
AUGUST 30, 2017
Inundated with too much news this month? No problem—we’ve got you covered. Check out everything you missed this August 2017 at CustomerGauge with a quick round up of major content from this month. 1. [eBooks] Measuring and Acting on Customer Feedback with Monetized Net Promoter We’re thrilled to have released not one, but two eBooks […]. The post CustomerGauge Monthly: Monetized Net Promoter® eBooks, NPS® Benchmarks, and More appeared first on CustomerGauge.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Kayako
AUGUST 30, 2017
All hands support has been a buzzword in the tech world for a few years now. Its premise—that everyone in the company from the CEO down to developers—spends time working as customer support agents, talking to customers, and answering questions. It’s a great practice in theory, and hypothetically will make everyone at a company more empathetic and customer-driven.
Aspect
AUGUST 30, 2017
With the strides being made with machine learning and artificial intelligence today, it should come as no surprise that the market for chatbots and automated messaging services is surging to all-time highs. But with the introduction of these new technologies, a debate has cropped up about how this emerging trend will impact contact center agents. Many outspoken critics will argue that these technologies will replace live agents, sacrificing the human touch that is required when addressing comple
CustomerGauge
AUGUST 30, 2017
CustomerGauge’s product team is extremely happy to share with you our latest product updates. We put to work our creativity, while taking into account your needs to make the CustomerGauge product even more powerful. Here is a recap of the most exciting updates in August. 1. Your Login Dashboard, Your Way We believe that providing […]. The post Everything you Need to Know about CustomerGauge’s Latest Updates!
Uniphore
AUGUST 30, 2017
The customer experience manager is key to delivering the kind of service offering that can truly differentiate an organization. Here are some of the most important things that a CEM should (and should not) do. Read More.
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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
Aspect
AUGUST 30, 2017
Muss man jede Mode mitmachen, um als Arbeitgeber attraktiv zu sein? Massagesessel aufstellen und grüne Smoothies anbieten, um die Millenials für sich zu gewinnen? Über Sinn und Unsinn „hipper“ Pausenraumgestaltung kann man sicher diskutieren, darum soll es hier aber nicht gehen. Es gibt allerdings Entwicklungen und Modernisierungsprozesse, denen Unternehmen sich nicht verschließen dürfen, wenn sie auch zukünftig Mitarbeiter finden und binden möchten.
Influitive
AUGUST 30, 2017
We’ve all been there. You walk into a marketing conference, full of excitement and hope. Oh the things you’ll learn! The free swag! The takeaways that‘ll dazzle your coworkers back at the office! But then as the day rolls on, you’re inundated by countless boring slideshows, sales pitches galore, and booth workers who are a.
Eptica
AUGUST 30, 2017
Date: Wednesday, August 30, 2017 How text analytics delivers customer experience value. Published on: August 30, 2017. Author: Pascal Gauvrit Artificial intelligence (AI) has the power to transform customer experience, enabling brands to meet rising consumer expectations through tailored, high quality, relevant service that drives increased loyalty.
The Center for Client Retention
AUGUST 30, 2017
This week, our #CXExpert is sharing some #WednesdayWisdom on what he believes the number one thing is to teach employees! Is your business giving employees the tools they need to succeed?
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.
Talkdesk
AUGUST 30, 2017
The contact center space is the most crucial element in a company’s customer relations, yet for some reason, it hasn’t evolved in decades. While most of the world evolved to adjust to the internet’s speed of information, contact centers have managed to stay mostly unchanged. Considering that customers have changed and companies have changed, it doesn’t make sense that the contact center software hasn’t changed to bring the two closer together.
Brad Cleveland Blog
AUGUST 30, 2017
Excessive turnover costs an organization in many ways: Higher recruiting and training costs; a lower average experience level leading to higher handling times, more transferred calls and lower service levels/response times; the need for more coaching and supervision; and the … Continue reading → The post Common Causes of Turnover appeared first on Brad Cleveland.
Taylor Reach Group
AUGUST 30, 2017
Newsletter. Contact centers, customer service and customer experience: news, views and how to's. Inside this issue: Top 50 Customer Service Blogs & Websites for Business . How the Pros Turn Loyal Customers into Brand Advocates - 30 Experts. How the Pros Turn Loyal Customers into Bran Advocates - Colin Taylor . Avoiding Bot Biases in Customer Experience .
Brad Cleveland Blog
AUGUST 30, 2017
Excessive turnover costs an organization in many ways: Higher recruiting and training costs; a lower average experience level leading to higher handling times, more transferred calls and lower service levels/response times; the need for more coaching and supervision; and the impact on everyone’s morale when key people leave. The best contact centers continually work on the root causes of turnover.
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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.
Brad Cleveland Blog
AUGUST 30, 2017
Excessive turnover costs an organization in many ways: Higher recruiting and training costs; a lower average experience level leading to higher handling times, more transferred calls and lower service levels/response times; the need for more coaching and supervision; and the impact on everyone’s morale when key people leave. The best contact centers continually work on the root causes of turnover.
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