ShepHyken
JANUARY 3, 2018
Over the last few weeks, I’ve been reading about predictions and trends for 2018. It got me thinking about the actions we must take to be competitive. Regardless of your industry, everything has changed about the way we do business. There are some businesses that claim they’ve done things the same way for years, decades, even a century. They claim they do business just as their fathers and grandfathers did.
Beyond Philosophy
JANUARY 3, 2018
Colin and Ryan discuss why customers complain. What psychology drives this behavior? Most importantly, what can you do about it? The discussion is grounded in real world business situations and bolstered by techniques and approaches you can do today that will make a difference. Hosts Colin Shaw and Ryan Hamilton. Brought to you by BeyondPhilosophy.com.
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Contact Center Pipeline
JANUARY 3, 2018
A number of years ago, I was performing a WFM assessment for a company in Arizona. In the middle of a meeting with the WFM analysts, I asked how their relationship was with the frontline leaders and reps on the call center floor. Silence. Thinking I had not expressed myself clearly enough, I reworded my […].
Beyond Philosophy
JANUARY 3, 2018
Colin Shaw and Professor Ryan Hamilton discuss the fact that we all think that we make logical decisions but the reality is we don;t. We are irrational,m Customers are irrational. What should we do about this? Brought to you by BeyondPhilosophy.com. IC2(IC5). The post Why Are Customers Irrational? appeared first on.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Lumoa
JANUARY 3, 2018
My first full year as an entrepreneur has come to an end. Our company, Lumoa, has now been there for a bit more than one year. In fact, we celebrated our one-year anniversary on 14th of November. What have I learned? First of all, it has been a great year. I’ve enjoyed it tremendously. It actually surprises me, how fun it has been. We started Lumoa with Carlos and Suvi after leaving Microsoft in August 2016.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Customer Experience Matters
JANUARY 3, 2018
Last month, Temkin Group published its annual list of CX trends and we labelled 2018 “The Year of Humanity.” Here’s an infographic showing the 15 trends (also available in poster form): Here are links to download different versions of the infographic: Infographic: in .jpg format, in .pdf format 18? x 24? poster: in .jpg format, in .pdf format.
Customer Guru
JANUARY 3, 2018
We, at Customer Guru, are on a mission to spread awareness of how Customer Experience (CX) should be the number one priority for Indian businesses to become more sustainable and successful globally. Thus, we have taken this initiative of sharing the experiences of successful CX leaders across India to inspire and guide professionals in adopting and inculcating a customer-centric approach in their organizations.
Fonolo
JANUARY 3, 2018
As a customer service leader, you know that not every interaction is going to go smoothly. It comes with the territory – having thick skin is essential for a CSR. Sometimes it’s easy to maintain your composure while dealing with a customer complaint, other times it’s more difficult. Whether the customer is entitled to their anger is not worth debating, the only thing you can do is try not to escalate the situation any further.
Aspect
JANUARY 3, 2018
Marc Benioff, Founder, CEO, and Chairman of Salesforce said it best, “ If someone asks me what cloud computing is, I try not to get bogged down with definitions. I tell them that, simply put, cloud computing is a better way to run your business.” Those words spoken a decade ago have proven to be more prophetic than Benioff could have ever imagined. What does the cloud software market look like from 10,000 feet?
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Customer Guru
JANUARY 3, 2018
At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.
360Connext
JANUARY 3, 2018
Disruption is a word that can inspire fear. After all, disruption is what led to the fall of many companies who considered themselves “too big to fail.” Disruption is what led to the doors closing at chain bookstores across the nation and left the taxi industry wondering what happened. Your business, today, as you read this, is being disrupted.
aircall
JANUARY 3, 2018
If you’re managing a customer support team, then you’re as much a coach as you are a supervisor. You make sure your representatives are in the right positions, but most importantly, that everyone is motivated to do their best work. Good coaches make their players better, but great coaches go the extra mile and continue making themselves better as well.
Customer Experience Matters
JANUARY 3, 2018
Desktop Metal announced today it has been granted seminal patents by the United States Patent and Trademark Office for its Separable Supports technology which enables 3D printing of large, complex parts through metal sintering and the removal of metal support structures by hand.
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
aircall
JANUARY 3, 2018
If you’re managing a customer support team, then you’re as much a coach as you are a supervisor. You make sure your representatives are in the right positions, but most importantly, that everyone is motivated to do their best work. Good coaches make their players better, but great coaches go the extra mile and continue making themselves better as well.
Taylor Reach Group
JANUARY 3, 2018
By: Peg Ayers and Turaj Seyrafiaan. Definition of Average Handle Time: The average time spent handling a contact with a customer, which may be a call, email, chat or any kind of request. The total handle time includes not only the time that an agent spends directly communicating with the customer but also time spend after the contact completing customer’s request – ACW – After Call Work (ACW) or Post Call Processing (PCP).
West
JANUARY 3, 2018
As competition increases across every industry, customers are choosing brands more often based on their experience with a company. Consumers want to know that a business truly cares about them and can deliver a personalized experience. For an organization with millions of customers, that may sound impossible, but with a little strategy and one helpful piece of technology, any business can create a single customer view to deliver personalized experiences for each and every customer.
InGenius
JANUARY 3, 2018
When you’re thinking about making a software purchase, there’s a question that will often arise – should I just make this myself? If you're looking at a simple project and there are viable solutions for sale, the risks and costs of you not exactly replicating these solutions are minimal. What’s the worst that could happen if your app turns out differently?
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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.
CX Journey
JANUARY 3, 2018
Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX; it was published on their blog on July 26, 2017. In last July's webinar with CallidusCloudCX, I talked about nine behaviors of CX Losers. (There are more than nine, without a doubt!) One of the behaviors was failing to break down organizational silos. I grew up on a farm, so I'm quite familiar with silos.
aircall
JANUARY 3, 2018
If you’re managing a customer support team, then you’re as much a coach as you are a supervisor. You make sure your representatives are in the right positions, but most importantly, that everyone is motivated to do their best work. Good coaches make their players better, but great coaches go the extra mile and continue making themselves better as well.
8x8
JANUARY 3, 2018
Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics.
OrecX
JANUARY 3, 2018
You can use recorded customer calls to help you build your sales and marketing buyer personas. One of the hardest things for sales and marketing professionals is to identify and clearly articulate who the target buyer(s) is/are. This is about more than just their job title. Buyer personas should include a full understanding of the following characteristics of each individual buyer (at the least): Job title.
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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.
8x8
JANUARY 3, 2018
Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics.
Strategic Contact
JANUARY 3, 2018
SIP is a protocol standard for initiating and managing “sessions” or connections between point A and point B. It is one of many standards that have been defined over the years, and is competing with or replacing predecessors such as H.323. SIP fits with “Voice over Internet Protocol” (VoIP), which is the way most voice.
8x8
JANUARY 3, 2018
Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics.
Revation Systems
JANUARY 3, 2018
Today, digital solutions are rapidly changing the way consumers interact with businesses. Just look at the number of mobile devices that are glued to the hands of consumers everywhere. As consumer obsession with digital devices increases, the use of mobile apps as a means of communication between businesses and their customers will continue to skyrocket.
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.
Jon Arnold
JANUARY 3, 2018
I wanted to start off 2018 with my extended thoughts about BroadSoft , a company that has continuously stayed on the forefront of innovation in our space from my earliest days as an analyst in 2001. Among independents, I can't think of many others that fit the bill, and as the industry continues to consolidate, this is a good time to reflect on what they have done right to be successful.
Verint
JANUARY 3, 2018
When was the last time you examined why your CX program does what it does? In this era of increasing expectations and often decreasing budgets, asking “why” about focus areas can make a significant difference. No one has the luxury of boiling the ocean, so prioritizing business objectives is critical. Verint’s Raj Sivasubramanian shares what he learned from a recent conversation with his young daughter and the customer experience takeaways that can be applied to organizations around the world.
NICE inContact
JANUARY 3, 2018
Over the last couple years, there’s been a shift in the content of television and radio commercials from product features to customer experience. It appears companies have realized that they can no longer compete on product alone, as the feature parity gap can be closed and surpassed by the competition, and consumers have so many options. I’ve seen that home security companies, like ADT, no longer spend their 60-second spot highlighting the features of the alarm system or the ability to arm your
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