CSM Magazine

OCTOBER 11, 2019

More and more businesses are taking the plunge and moving their contact centres from on-premise PBX to cloud phone systems. By 2020, 50% of call centres that don’t use cloud technology will have made the switch to cloud based phone systems. But what are the reasons for these high adoption rates? When compared to on-premise phone systems, cloud phone systems lead to a better customer experience, improved agent performance and a more positive ROI.

Customer retention 40

Customer retention Enterprise Metrics Customer Experience 40

ChaseData

OCTOBER 11, 2019

Even the best call center agents need a tune-up every now and then. Whether they need a training refresher course or support from management in meeting their goals, there are numerous ways you can assist your agents in smashing previous records and achieving more than they ever have before. Think you already have a stellar team of call center agents?

Call Center 40

Call Center Management 40

Hello Customer

OCTOBER 11, 2019

Customer centricity 65

Customer centricity 65

ShepHyken

OCTOBER 11, 2019

This week we feature an article by Joseph Michelli who has written a new book about how Airbnb has used convenience and personalization to deliver an amazing experience. Years ago, while writing my book The Starbucks Experience – 5 Principles for Turning Ordinary into Extraordinary , former Starbucks CEO Howard Schultz shared that “we aren’t in the coffee business serving people, but in the people business serving coffee.

Technology 238

Technology Customer Experience Personalization Engineering 238

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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.

Beyond Philosophy

OCTOBER 11, 2019

I complain a lot about companies that get Customer Experience wrong. Today, I am going to take another angle and explore how one company has taken on the Customer Experience journey and gets it right. RICOH Canada has done some incredible work in improving Customer Experience. They increased their Net Promoter Score® (NPS) by 34 points over 30 months and enjoyed a ten percent increase in sales.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

Beyond Philosophy

OCTOBER 11, 2019

A practical guide to Customer decision making. When the Nobel-prize winning economist professor Daniel Kahneman wrote his book Thinking Fast and Slow , he introduced the concept that we had two ways of thinking about things. He named them System 1 and System 2. The two systems work together to help us make decisions about things. When we applied these concepts to decision-making in Customer Experience for our book, The Intuitive Customer, we renamed them.

Consulting 285

Consulting Consulting Customer Experience Marketing 285

Pipkins

OCTOBER 11, 2019

It is highly likely that if you are a small enough company you can manage your workforce through Post-It notes, emails, or spreadsheets. However, once you enter the range of 40 or more employees, it becomes more complicated to manage. Workforce management software has been the answer to saving time and money since its appearance in the early 1970s. Before the computer revolution, companies had teams of administrative personnel that handled forecasting, scheduling, budgeting, and data collection,

Management 68

Management Government Enterprise Benchmark 68

ChurnZero

OCTOBER 11, 2019

If you work in a B2B SaaS company, you know that across the board, Q4 is always the biggest sales quarter of the year. Q4 is where the magic happens – prospects are geared up and ready to buy, to capitalize on extra end of year budget and set themselves and their teams up to have the right tools moving into the new year. With the end of year being the busiest buying season, it then also in turn becomes the heaviest renewal period for Customer Success teams.

Journey mapping 66

Journey mapping Upselling SaaS Accountability 66

NICE inContact

OCTOBER 11, 2019

An omnichannel experience – consumers expect it and businesses admit they aren’t great at delivering it, so why aren’t they investing in improving it? This is perhaps the biggest incongruity we discovered when we analyzed survey results from over 900 contact center decision makers. The surveys were administered as part of our latest research project, the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark.

Benchmark 48

Benchmark Self service Surveys Contact Center 48

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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

Revation Systems

OCTOBER 11, 2019

The banking industry continues to implement the latest advancements in technology, but banking security requires a bit of magic to ensure that customer information is protected. Over the last several years, customers are using digital banking alternatives more frequently than customers who physically step into their local branch. In fact, Juniper Research projects that nearly 3 billion people will have access to their banking service via smartphone and other smart devices by 2021.

Banking 48

Banking Chatbots Accountability Education 48

DMG Consulting

OCTOBER 11, 2019

Making RPA Positive for Employees. Robotic process automation (RPA) is a logical approach for companies to take in order to improve productivity and quality. The three primary categories of RPA solutions are: Attended – the ability to “sit side-by-side” with an agent or employee at their desktop application and assist them with their tasks, such as looking up a knowledge article based on the screens an employee visited or by completing a form by populating data from internal or external data so

Virtual Agent 48

Virtual Agent Morale Best practices Contact Center 48

ScreenSteps Call Center

OCTOBER 11, 2019

Last year, the ScreenSteps team did a customer story with Stephanie Beal, a manager at a contact center. She told us how she used ScreenSteps to decrease the time-to-proficiency for new agents by 75%. Before ScreenSteps, it took about 60 days to get new agents to a strong level of proficiency. With ScreenSteps, it took 15 days. I remember being on the call and asking her to clarify, not sure I fully understood.

Call flow 49

Call flow Metrics Contact Center Management 49

Creative Virtual

OCTOBER 11, 2019

By Rachael Needham, Head of Delivery Management. A key to good relations with our (yours and mine) clients is dealing with stress. When we’re negatively stressed or stressed out, we are less likely to be friendly, come up with creative solutions, or handle difficult situations well. There is lots of great information about stress and handling it, so this is just a little reminder and snapshot of stress and handling it.

Personalization 49

Personalization Management Customer Service 49

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

delighted

OCTOBER 11, 2019

So, what is a good Net Promoter Score? The short answer is: it depends. There are 2 methodologies that explore what a good NPS score is. The first examines the strength of your NPS score regardless of industry. The second method determines what a good NPS score is with respect to your industry. We’ll explore both methods below, but first, let’s take a quick look at how an NPS score is calculated.

Benchmark 46

Benchmark Surveys SaaS Feedback 46

Nuance

OCTOBER 11, 2019

Easy access to detailed analytics is something most of us take for granted. That’s true in nearly every aspect of our business and personal lives, from sales and P&L reports, to web and social media analytics, to home banking apps, and even our workout routines and favorite sports. That’s why it’s so ironic that physicians, […] The post A Real View of HealthCheck: An analytics service for improving patient and financial outcomes appeared first on What’s next.

Analytics 42

Analytics Banking Sales Personalization 42

Squelch

OCTOBER 11, 2019

Throughout 2019, the Zendesk team has criss-crossed the globe to produce a collection of events called the Zendesk Showcase. The goal of each one-day conference was to create a space for customer experience, support, and success leaders to come together to learn about the latest CX trends, tools, and strategies. Squelch was honored to sponsor all of the U.S.

APIs 40

APIs Coaching Enterprise Customer Support 40

CSM Magazine

OCTOBER 11, 2019

More and more businesses are taking the plunge and moving their contact centers from on-premise PBX to cloud phone systems. By 2020, 50% of call centers that don’t use cloud technology will have made the switch to cloud based phone systems. But what are the reasons for these high adoption rates? When compared to on-premise phone systems, cloud phone systems lead to a better customer experience, improved agent performance and a more positive ROI.

Contact Center 40

Contact Center Call Center Customer retention Enterprise 40

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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

Hello Customer

OCTOBER 11, 2019

Customer centricity 49

Customer centricity 49

CSM Magazine

OCTOBER 11, 2019

Fraud is an unfortunately common enemy of businesses of all sizes: the most recent report into fraud by the Association of Fraud Prevention (ACFE) found it cost businesses a median of $150,000 with the average organization losing some five per cent of its revenue to fraudulent activities. Fraud can affect businesses in various ways, the chief one of course being financial, and fraudulent activity can range from activities such as deliberately claiming more hours worked on a timesheet, to major f

Morale 40

Morale Accountability Technology Management 40

Language I/O

OCTOBER 11, 2019

Customer Support 45

Customer Support 45

Hello Customer

OCTOBER 11, 2019

Customer centricity 45

Customer centricity Metrics 45

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!

Feedback

CSM Magazine

OCTOBER 11, 2019

In the final blog of the series, Samantha Saunders hands over to Rob Stefanovic, Senior Commercial Manager at OmniServ, to share an example of how cooperation between partners can help build trust and recognition. Trust: Building brand reputation and trust by delivering on promises. When it comes to customer service, the most obvious area where trust comes into play is the relationship between the service provider and the consumer – or, in the case of the air travel industry, between airline and

Airlines 40

Airlines Customer Service Employee engagement Service level 40

Hello Customer

OCTOBER 11, 2019

Surveys 40

Surveys Customer centricity Metrics 40

Hello Customer

OCTOBER 11, 2019

Customer centricity 40

Customer centricity 40

Hello Customer

OCTOBER 11, 2019

Employee engagement 40

Employee engagement Customer centricity 40

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

Journey mapping

Hello Customer

OCTOBER 11, 2019

Feedback 40

Feedback Metrics 40

Hello Customer

OCTOBER 11, 2019

Customer Experience 40

Customer Experience 40

Hello Customer

OCTOBER 11, 2019

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