Beyond Philosophy

JANUARY 2, 2018

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. Her luggage, containing medication for helping with the side effects of the colon cancer chemo therapy, had failed to arrive on a flight from Nashville.

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Airlines Customer advocacy Consulting Consulting 278

ShepHyken

JANUARY 2, 2018

The Most Important Business Strategy: Create Trust. Shep Hyken Interviews David Horsager, Author of The Trust Edge. Do your customers trust you? . ? ? ? <span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” class=”mce_SELRES_start”>?</span> Shep Hyken sits down with David Horsager, discussing the importance of trust and how gaining it from your customers is the most significan

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Myra Golden Media

JANUARY 2, 2018

Note: This is a rare post that is not about customer service. Scroll on down if my book list doesn’t interest you. My ego won’t be bruised. . I read voraciously, on planes, in between conference calls, while onions saute and in the spring and summer, on my patio. I read hardbacks, love nestling up with my Kindle, and I also listen to a lot of Audible books.

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Customer Service Customer Experience 120

TechSee

JANUARY 2, 2018

Customer satisfaction and experience are important for every industry, and insurance is no exception. According to the OECD Global Insurance Statistics , more than US $2.29 trillion in claims were paid by insurance companies in 2016 alone. Already a fiercely competitive industry, new players are continuously entering the market. One of those companies, Lemonade , is offering innovative business models focusing on a fast and efficient approval process and transforming what consumers (especially

Telecommunications 116

Telecommunications Contact Center Marketing Customer Experience 116

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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.

Branch Mesenger

JANUARY 2, 2018

The visual programming interface of Dynamo for Revit is enabling structural engineers with the tools to build structural models with minimal energy and make their own structural design tools. In the early stages of the structural design structural engineers and designers can use Dynamo for Revit to interpret the architectural model and explore ways to begin their initial structural design.

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SharpenCX

JANUARY 2, 2018

In 2018, the dust will settle, processes will shake out, and we’re going to see omni-channel prove that the hype was real. Here’s what to expect. [.]. Read More. The post 3 Omni-Channel Trends That Will Take Over in 2018 appeared first on Sharpen Contact Center Software.

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Contact center software Contact Center Customer Experience 59

DMG Consulting

JANUARY 2, 2018

Scouting Report: Speech Analytics Enters Its Next Act — Maturity. 12/21/2017. By Donna Fluss. View this document on the publisher’s website. The speech analytics market continues on its remarkable journey as it matures, enters middle age, and confronts a variety of new challenges. The primary issues are these: Speech analytics is not yet considered a “must-have” application; analytics-enabled quality assurance (AQA) has not caught on; real-time speech analytics has a limited number of use

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Analytics Enterprise Contact Center Engineering 54

Influitive

JANUARY 2, 2018

Before starting Bonehook eight years ago, I worked for seven agencies in five states and freelanced for a dozen more. You might say, I’ve had ample opportunity to work with both a s and all stars. Anyone who’s been in the game long enough has had to find more than one creative way to work around […]. The post A s Are Friction; Creative Companies Need Cleaner Fuel appeared first on Adpulp.

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Provide Support

JANUARY 2, 2018

How Good Content Lets Your Customers Know You Care. Whether you are a start-up company, regional SME or global corporation, chances are how you and your staff provide great service to your own customers is a process that has been carefully honed and refined. The customer care you provide should after all be your biggest USP as a brand, especially as super savvy consumers expect more from the companies they spend their hard earned cash with.

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Customer Care Marketing Customer Service 53

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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

Surveys

Toister Performance Solutions

JANUARY 2, 2018

There's a long-running debate about customer service survey rating scales. Some people think they should be even, such as a survey that asks customers to rate their satisfaction on a scale of 1-4. Others think survey scales should be odd, making the customer satisfaction scale go from 1-5. Let's take a look at both arguments where you'll see there's one clear answer.

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Surveys Feedback Customer effort Customer Service 48

Connecting the Dots

JANUARY 2, 2018

CCMC ~. By Rebekah Sanders, AZ Republic, USA Today. The 2017 Customer Rage study conducted by Customer Care Measurement & Consulting for Arizona State University confirms what every holiday shopper knows: customer service remains horrible even as businesses continue to invest in customer service programs, and customers are mad about it. A lot is at stake for businesses – $313 billion in estimated lost revenue – and what do customers seek?

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Consulting Consulting Customer Care Customer Service 48

Chip Bell

JANUARY 2, 2018

It started with a discussion over the duties of a particular committee chair at my church. After twenty minutes of esoteric ballyhoo ranging from “the chair provides order” (not a big worry in my conservative church), and “the chair brings leadership” (we are all leaders), the person who was voted into the role stopped the fluffy debate by finally saying, “We are here for service and the chair is the chief service provider.

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Personalization 45

Connecting the Dots

JANUARY 2, 2018

CCMC ~. By Rebekah Sanders, AZ Republic, USA Today. The 2017 Customer Rage study conducted by Customer Care Measurement & Consulting for Arizona State University confirms what every holiday shopper knows: customer service remains horrible even as businesses continue to invest in customer service programs, and customers are mad about it. A lot is at stake for businesses – $313 billion in estimated lost revenue – and what do customers seek?

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Consulting Consulting Customer Care Customer Service 48

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.

Customer Experience

Brad Cleveland Blog

JANUARY 2, 2018

[Important comments on the controversial “Music Modernization Act of 2017” which is essentially Take Two of the failed Section 115 Reform Act of 2006. The bill was evidently under negotiation behind closed doors for months but was made public a few days before Christmas. This confirms the long standing rumor that Big Tech is getting control over the mythical and debunked “global rights database.” Independent songwriters were evidently essentially excluded from the proc

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Aspect

JANUARY 2, 2018

By Thom Markham. Observing a group of students conversing deeply as a team, checking resources on a Chromebook, presenting solutions to a problem in a project, or responding to open ended questions, you might ask yourself: What the heck is going on? Is this learning? In times past, this was an easy question to answer. Traditional, recognizable elements of education, such as lectures, worksheets, spelling tests, writing, and standardized tests were prominent.

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Brad Cleveland Blog

JANUARY 2, 2018

From the video series "Thrive in the New Era of Customer Relationships"

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Contact Center Call Center Customer Service 26

ShepHyken

JANUARY 2, 2018

One of the more fascinating aspects of human systems, and one of the most significant differences with the wider field of complexity is that of identity. Humans beings rarely have single agency. Not only that our identities can flex and change instantly and in context. Identity switches also change the way we perceive the world, they create cognitive activation patterns that filter what we see.

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Feedback Management 159

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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.

Self service

Brad Cleveland Blog

JANUARY 2, 2018

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Contact Center Call Center Customer Service 0

Talkdesk

JANUARY 2, 2018

This post was originally written by Brian Tobal, CEO of Hickory, for Talkdesk’s Opentalk Magazine. For decades, customer service training has looked a lot like a typical classroom. Information is conveyed to a new employee. They spend time absorbing and reciting that information in preparation for a quiz that will test their knowledge. When that quiz comes, the employee (hopefully) knows enough to pass and leaves the lesson behind for good.

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Personalization Management Customer Service Call Center 40

Brad Cleveland Blog

JANUARY 2, 2018

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Contact Center Call Center Customer Service 20

Talkdesk

JANUARY 2, 2018

This post was originally written by Brian Tobal, CEO of Hickory, for Talkdesk’s Opentalk Magazine. For decades, customer service training has looked a lot like a typical classroom. Information is conveyed to a new employee. They spend time absorbing and reciting that information in preparation for a quiz that will test their knowledge. When that quiz comes, the employee (hopefully) knows enough to pass and leaves the lesson behind for good.

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Personalization Management Customer Service Call Center 40

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!

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