Contact Center Pipeline
NOVEMBER 28, 2017
Contact center leaders often express dissatisfaction with their current technology. They think that if they’d just implement some new technology, they’d be primed to achieve their business goals. Yet many centers have substantial opportunities to optimize efficiency and improve the customer experience by getting more out of what they already have. One of the most […].
Beyond Philosophy
NOVEMBER 28, 2017
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Until about a decade ago, most CX and value delivery metrics were built around tangible and quality-related elements of value – price, consistency, speed, completeness, accuracy, durability, and the like. However, it was understood that value is not just rational. Perception consists of the rational and the emotional, and even those elements which are tangible and functional have emotional underpinnings.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
ShepHyken
NOVEMBER 28, 2017
The Seven Deadly Sins of Customer Experience. Shep Hyken Interviews Jeff Nicholson, Customer Engagement Thought Leader. Jeff Nicholson enlightens listeners to what he refers to as T he S even D eadly S ins of the C ustomer E xperience J ourney. He shares the importance of understanding what customers need, meeting those needs, and the best methods of delivering it to them. .
Aspect
NOVEMBER 28, 2017
Every year, Deloitte releases an annual survey designed to gather insight from the rapidly evolving contact center landscape, offering leaders from within the industry greater knowledge and actionable intelligence into the trends that will impact their operations in the years to come. This year’s survey brought in leaders from more than 450 contact centers from around the world.
Advertisement
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.
Andrew Mcfarland
NOVEMBER 28, 2017
The Temkin Group recently released a report about the different emotional responses customers have (by age group) after receiving technical support for their computer. This report is important because it: (1) addresses the difference between intentional and accidental experiences, (2).
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Omnicus
NOVEMBER 28, 2017
What is a chatbot? A chatbot is a service that automates your interactions with your audience and customers. By using rules or even artificial intelligence to some degree, it lets you interact with your customers in a highly efficient manner. The chatbot service is available in applications like Facebook Messenger, SMS, Slack, Skype, etc. Why should you use a chatbot?
Etech
NOVEMBER 28, 2017
Technology has offered us many ways to gauge customer experience and adjust business practices in response, but not until social media have we had access to such unbiased, real-time consumer responses. Consumers can like us, rate us, and often make or break us based on their online assessments of our businesses. Customer feedback on Social Media often comes in the form of a complaint.
Amity
NOVEMBER 28, 2017
One of the biggest challenges of quantifying the benefits of customer success is that many organizations fall short on how to prolong the customer success continuum. The customer maturity phase will happen and you won’t realize how much of your business needs to change and adapt to this new phase. Below are some red signals that should immediately alert you and tips to help you gain early insight into being proactive in avoiding the impact of growth pitfalls. 1.
Etech
NOVEMBER 28, 2017
Accountability: We hear that word thrown around a lot and for some it can hold deep meaning while for others it can conger up feelings of failure, belittling, defeat, you name it! As I was thinking through what I wanted to say in this series entry, I came across an article by Roger Connors and Tom Smith of Partners in Leadership that I thought was quite profound.
Advertisement
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
Customer Experience Matters
NOVEMBER 28, 2017
Last week I visited Amazon Books in Dedham, MA, one of the online giant’s 13 physical retail locations. I was intrigued to see what Amazon.com would do with a physical bookstore. I didn’t know what to expect, but my initial thoughts jumped to the scene from 40 Year Old Virgin where Jonah Hill tries to buy something at an “eBay store.” The experience was great from the beginning.
ForeSee
NOVEMBER 28, 2017
Hermes is a leading parcel courier in the United Kingdom and is committed to always being the first choice among U.K. consumers. Doing so requires a deep focus on improving. The post VOC Leaders: How Hermes delivers success by measuring the entire customer journey appeared first on ForeSee.
GetFeedback
NOVEMBER 28, 2017
Angry customers are par for the course when you work in support. Here's how you can get past the rage and turn negative product feedback into progress.
Outsource Consultants
NOVEMBER 28, 2017
In a recent article , David Greenberg discusses how call centers are constantly trying to stay up-to-date with their technology and their service in order to satisfy modern customers. He goes into detail on the following five trends that will help call centers evolve and provide service that customers are looking for: 1) Build meaningful collaboration into the way agents work and solve problems. 2) Mine a workforce with a propensity for high job satisfaction. 3) Get the advantages of highly skil
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.
Toister Performance Solutions
NOVEMBER 28, 2017
Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. This time of year is budget season for many companies. Many customer service leaders find themselves under pressure to keep costs flat for next year, despite expected growth in support volume.
Revation Systems
NOVEMBER 28, 2017
While many customers are still most comfortable banking at their local brick-and-mortar branch location, we’d like to think it’s because they enjoy seeing their favorite teller and not because they’re afraid to try online banking. According to PwC , only 57 percent of consumers are using both digital and in-person banking methods, despite the benefits that they can receive online.
Provide Support
NOVEMBER 28, 2017
B2B Customer Experience – How to get it Right? As per an Accenture report , – only 23% of B2B companies achieve impressive returns on their customer experience investments. In addition to that, only 20% generate low or no return, indicating that an alarming 57% are not exactly benefitting from the CX strategies. This brings us to a very pertinent question- Does CX really matter in a B2B segment?
Brad Cleveland Blog
NOVEMBER 28, 2017
Looking to generate substantive conversation at your next team meeting? Try one of these worksheets on customer expectations, metrics and customer access strategy. It can be helpful to take a step back from the day-to-day, urgent issues to think about the bigger picture.
Advertisement
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.
Quadient
NOVEMBER 28, 2017
I remember being part of many debates back in the early 2000s regarding the value of CRM solutions - and whether organizations really needed them in the technology stack. Fast forward to 2017 and you 'd be hard pressed to find an enterprise that has not incorporated CRM as a foundational system in their business. As we saw during last week's blog, salesforce.com has experienced a decade of exponential growth that highlights the continued reliance on CRM as a core technology for businesses toda
CSM Magazine
NOVEMBER 28, 2017
Paddy Coleman at QStory takes a closer look at how intraday automation is the next step-up in contact centre performance. Whether it’s called real-time or intraday management, real-time is back on the contact centre agenda with a vengeance. The need to be as proactive as possible is huge driver in contact centres. However, with unexpected changes in call volumes and high levels of absenteeism, the engine room of many organisations’ sales and customer service operations, are notorious
Verint
NOVEMBER 28, 2017
The bank branch remains a critical delivery point for the provision of financial services to both retail consumers and small business. But over the years, the value of the branch has shifted from being a transaction site to an advisory location. Banks are looking for the right balance of capabilities for transactions, sales, service and marketing. Overall, the goal is to engage the customer using multiple modalities in line with customer preferences.
Brad Cleveland Blog
NOVEMBER 28, 2017
Looking to generate substantive conversation at your next team meeting? Try one of these worksheets on customer expectations, metrics and customer access strategy. It can be helpful to take a step back from the day-to-day, urgent issues to think about … Continue reading → The post Tools for Your Next Team Meeting appeared first on Brad Cleveland.
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!
AskNicely
NOVEMBER 28, 2017
The AskNicely development team, now numbering a dozen innovative minds, is constantly delivering new feature enhancements, UI improvements and general fixes to our 15,000+ users at more than 1,000 organizations. But we haven’t always been timely in keeping our users ( not a user? ) up to date. We’re excited to remedy this situation with Feature Roundup, a new AskNicely blog series.
Brad Cleveland Blog
NOVEMBER 28, 2017
Looking to generate substantive conversation at your next team meeting? Try one of these worksheets on customer expectations, metrics and customer access strategy. It can be helpful to take a step back from the day-to-day, urgent issues to think about the bigger picture.
Expert insights. Personalized for you.
357 
Let's personalize your content