Beyond Philosophy

JUNE 26, 2017

The past week has been headline after headline of the changes in the retail landscape. As usual, Amazon is causing a lot of the fuss or fanfare, depending on where you sit. Retail shopping must rally itself or retail shopping as we know it could be gone forever. In case you missed it, here’s what happened: Amazon Makes Whole Foods Whole Again. Amazon purchased Whole Foods for nearly $14 billion (with a b) this past week.

Consulting 305

Consulting Consulting Sales Customer Experience 305

Peter Lavers

JUNE 26, 2017

When you think of your ideal customer experience, does it include someone telling you, “no,” or “I can’t”? Companies need to train their staff to provide alternative solutions and avoid the easy “no” response in order to create a better customer experience. It can take some effort and imagination, but it is worth it. Problem Solve for a Better Customer Experience.

Customer Experience 230

Customer Experience Coaching Self service Management 230

Customer Service Life

JUNE 26, 2017

Ruth McCullen and Jeremy Watkin had the pleasure of having Virginia from Kingman Ink draw as we helped contact center leaders tell better stories. This article was originally published on the FCR blog on June 9, 2017. Click here to read the original. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. Joined by my colleagues Ruth McCullen, Valerie Gordon, and more than two thousand contact center professionals, there were many opportunities to network, see

Contact Center 68

Contact Center Journey mapping Entertainment Chatbots 68

GetFeedback

JUNE 26, 2017

With the Image Upload question type, you can capture visual feedback from customers in any GetFeedback survey. Here are some ideas for putting it to use!

Surveys 60

Surveys Feedback 60

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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.

Customer Experience Matters

JUNE 26, 2017

We just published a Temkin Group report, Activating Executive Commitment to CX. Here’s the executive summary: Organizations that want to drive sustainable customer experience (CX) improvements need to have senior executives who are committed to propel change throughout the entire journey. Successful transformation efforts require senior executives to set the direction, lead communication efforts, model desired […].

Customer Experience 57

Customer Experience Chief Customer Officer 57

VocalCom

JUNE 26, 2017

While many brands focus on delivering customer satisfaction, the concept of customer empowerment is sometimes overlooked. In the past, meeting customer expectations and delivering good service was sufficient enough. The modern consumer, however, has many more options to consider–from greater competition among brands to new technologies and channels at their disposal, there are more decisions to make.

Contact center software 48

Contact center software Interactive Voice Response Self service Feedback 48

Aspect

JUNE 26, 2017

In the previous parts of our 3-part series on the new features of Aspect CXP 17, you learned: how the new CX Designer interface opens IVR and chatbot development and maintenance to not-so-technical staff. how the newly designed NLU scripting language makes your chatbots much more artificially intelligent about understanding natural language. In this final part, I’d like to revisit the topic of how to build great IVR.

Interactive Voice Response 48

Interactive Voice Response Chatbots Scripts Self service 48

DMG Consulting

JUNE 26, 2017

Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Phone This field is for validation purposes and should be left unchanged. Close. Omni-Channel vs. Multi-Channel Contact Center: Give Your Customers What They Want. 6/22/2017.

Contact Center 48

Contact Center B2B Consulting Consulting 48

Avaya

JUNE 26, 2017

Innovation: perhaps no other word has been so stressed over the last decade as the pressure mounts for brands to evolve, adapt and grow. It’s easy to understand why. We live in a world where new services and solutions can be created on the fly. Where business ecosystems can be rebuilt practically overnight. Where the scope of possibilities is seemingly endless.

Call Center 47

Call Center Education Contact Center Surveys 47

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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

ShepHyken

JUNE 26, 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. All It Takes Is Effort by Seth Godin. (Seth Godin) Customer service used to be a great divide. Well-off companies would heavily invest in taking care of customers, others would do the minimum (or a bit less).

Customer Service 39

Customer Service Marketing 39

Avaya

JUNE 26, 2017

Budgetary constraints have caused too many government agencies to rely on legacy IT systems that are more than a decade old. Ten years ago, there was no texting, web chat, smartphone apps, social media, and very little e-mail. Today, digital interactions account for over 35% of all interactions and, at the current rate, will overtake voice in two years.

Government 47

Government Contact Center Analytics Customer Experience 47

Verint

JUNE 26, 2017

Who doesn’t want more insights into the customer experience? Given this has become a primary differentiator for organizations across industries, understanding it is critically important. Journey Analytics is an emerging opportunity for CX professionals to gain valuable insights into the customer experience—in fact, some observed recent examples point to Journey Analytics as the basis for continued investments in the customer experience.

Analytics 29

Analytics Customer Experience Journey mapping Customer Support 29

Amity

JUNE 26, 2017

A proactive Customer Success organization is one that doesn’t wait for problems to arise but creates value where and when it is required. Below are the 5 elements of a proactive Customer Success Manager’s toolkit. Prioritize your customers. Organize your work. Categorize your customers. Automate your processes. Inform yourself. Prioritize your customers: If you prioritize by answering to whoever is shouting the loudest, the only kind of work you’ll be able to do is that of a re

Accountability 72

Accountability Metrics Sales Management 72

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

Bill Durr

JUNE 26, 2017

On February 1, 2017 Donna Fluss, president of DMG Consulting, posted an article on destinationcrm.com entitled “Workforce Optimization is Under Siege.” DMG Consulting, among other services, issues extraordinary lengthy questionnaires to contact center vendors every year and seeks to identify the features and functions of the software solutions those vendors provide.

Analytics 40

Analytics Contact Center Consulting Consulting 40