Beyond Philosophy
JUNE 12, 2017
When we’re in the UK, I complain about the chilly, dreary weather. And when we’re at our home in Florida, my wife Lorraine complains about the dreadful heat. Our complaining is all in good fun – we actually enjoy both locales. But as this article explains, complaining can become a nasty habit that makes our lives seem worse than they really are. Complaining can also affect your business.
CX Global Media
JUNE 12, 2017
Evolving customer expectations present an enormous opportunity for organizations to differentiate service, but at what cost? Economic unpredictability and raising customer demands have put a strain on contact centers everywhere. But are you part of the problem? Are you raising customer expectations too high? Are you the cause for the bar being raised higher?
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Steve DiGioia
JUNE 12, 2017
This original article was written by Steve DiGioia. While walking into my local Bed Bath & Beyond store last week I was preoccupied with the thoughts of an upcoming major event; my daughter going away to college. A milestone, a traumatic event, a “relief”…. We had just completed all the college applications, financial aid packages, decisions on which school to choose, and dorm type.
Callminer
JUNE 12, 2017
While recent data show there is a growing and pronounced trend in the deployment of speech analytics to improve overall contact center performance and compliance, recent market penetration data shows that over 60% of US based contact centers have still not implemented a speech analytics solution. Organizations polled cite two main reasons for their reluctance […].
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Peter Lavers
JUNE 12, 2017
Part two of the “Accelerate Your Marketing, Branding and Career Success” podcast is now available to listen to. Nat Schooler of Next Level Podcasts, interviewed Peter Lavers for his series of podcasts as a result of the IBM Amplify Conference earlier this year. Listen to Part Two . Listen to Part One. The post Peter Lavers Featured on “Next Level” Branding Podcast – Part 2 appeared first on Think CX.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
VocalCom
JUNE 12, 2017
Automated service empowers customers by saving them time. When brands optimize their websites and apps through tools such as one-click checkout, quick access to frequently asked questions, and video tutorials, customers obtain the support they need without any human interaction. However, when it becomes necessary to speak to an agent or access personal information quickly, IVR, or interactive voice response, offers another automated option that ensures a quick connection to the most appropriate
Talkdesk
JUNE 12, 2017
Opentalk 2017 was a groundbreaking event for the Talkdesk team. We welcomed more than 1000 customer heroes from all over the world to San Francisco to participate in a two-day conversation about how we can all be more heroic to our customers. The summit was a huge success and the feedback we’ve gotten from attendees was overwhelmingly positive. In fact, we’ve gotten so many requests for videos of our sessions that we created a page to host all the recordings of the Opentalk 2017 sessions.
ShepHyken
JUNE 12, 2017
Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 27 Experts Discuss Key Customer Support Metrics That Drive Growth by Robbie Richards. (Jitbit) We reached out to 27 professionals leading support teams of all sizes at companies like Zapier, and asked them the following question: Can you list 2-3 customer support metric
CSM Magazine
JUNE 12, 2017
No matter what industry you’re in, companies are always looking for ways to reduce operating costs and improve the bottom line. Executives often hone-in on the call center as a prime place to begin cutting costs, but are challenged with how to do so, without negatively impacting the customer experience. Rather than reducing staff or altering workloads, call centers should first look for a much more straight-forward approach to decrease operational expenses, such as reducing average handling time
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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
Amity
JUNE 12, 2017
Customer Health Score (CHS) measures the health of the customer-vendor relationship and aims to predict its direction: will it churn, renew, or expand? CHS is only useful if it is defined within an effective segmentation of customers. While most strong Customer Success (CS) organizations segment their customers based on dimensions such as size, stage and geography, a glaring missing dimension is the maturity of the customer, which we call the Customer Maturity Index (CMI).
ClientSuccess
JUNE 12, 2017
What are the Definitions of Customer Success Terms? – Part II. You asked and we listened! After the positive response to our “Customer Success Dictionary of Reference: Part I” post , we wanted to provide further opportunities for education and growth. In this post, we’ll dig even deeper into some common customer success terminology and phrases that many teams utilize every day.
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