Beyond Philosophy
MAY 24, 2017
The last time I went to an American baseball game, the food cost more than my ticket. And what food it was! A fish sandwich that tasted too fishy to eat. A massive yet strangely bland macaroni and cheese concoction. And a $12 light beer. No wonder I don’t go to the ball park very often. Apparently, I’m not alone, and it seems that major league baseball is paying attention.
ShepHyken
MAY 24, 2017
Not long ago I was interviewing Kevin Berk, founder and CEO of ServiceGuru, on Amazing Business Radio. We were talking about the word fine. He commented that it is a four letter that begins with the letter F that you never want to hear from your customer. I then joked that fine is the “F-Bomb” of customer service. Ask someone how their experience with your company is.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Contact Center Pipeline
MAY 24, 2017
The need for remote access to core contact center infrastructure continues to grow. Whether implementing a home agent program, accommodating “on the go” leaders, establishing connectivity to outsourcers, ensuring business continuity, or tying into branches and retail outlets, businesses need effective communication between the contact center and a variety of locations.
GetFeedback
MAY 24, 2017
Maintaining a knowledge base gets exponentially more complicated as a business grows. That's where knowledge base surveys can help.
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.
delighted
MAY 24, 2017
We’ve previously written about why you should be following up with detractors. This is standard practice for anyone running a successful NPS program. But we often see companies overlook the massive upside of leveraging promoters to their advantage. Promoters are your biggest fans, and they’re willing to go to work for you! They can amplify your strengths, drive referrals, coach new users, and even help guide the product roadmap.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
GetFeedback
MAY 24, 2017
Maintaining a knowledge base gets exponentially more complicated as a business grows. That's where knowledge base surveys can help.
Amity
MAY 24, 2017
SaaS Tattler Issue 104: The Best Time Management Techniques for Customer Success Professionals. As a Customer Success Manager, you've got a lot on your plate. Not only are you busy , but you’re also used to dealing with unforeseen complications and having to forget about that to-do list you’d carefully crafted at 9 am. Firefighting is part of the job, but that doesn’t mean you should embrace the chaos.
UJET
MAY 24, 2017
While UJET was born out of sheer customer frustration, support agents face just as many hurdles on the other side of the customer support experience.
CX Journey
MAY 24, 2017
I originally wrote today's post for Clicktools. It appeared on their blog on August 29, 2016. Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. It's real, and your employees matter! If your employees aren't engaged with your improvement efforts - or engaged overall with the organization - it will be very difficult for them to delight your customers and deliver the experience they e
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
MAY 24, 2017
Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. How? By mastering Four Customer Experience Core Competencies. This video provides an overview of one of those competencies, Employee Engagement, where the goal is to align employees with the goals of the organization. Here Are Five I’s of Employee Engagement: […].
TMP Direct
MAY 24, 2017
TMP Direct is proud to announce our selection as a Gold Partner by Wilke Global. With the Wilke CRS and other applications, TMP Direct provides superior customer care to many Clients. We are excited to be recognized by this industry leader and to bring to our common Clients the latest innovations in the customer relationship industry. [link].
Uniphore
MAY 24, 2017
Good customer service is all about consistency. It’s one thing to deliver good service to a customer, but quite another to achieve this with regular consistency. However, it is exactly this kind of consistency that the modern customer demands. Read More.
5CA
MAY 24, 2017
Customer: Hi, My brand new drone just flew off on its own and it's not coming back, what do I do? Autoresponse: Thank you for your message. We usually respond within 24 hours.
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.
TMP Direct
MAY 24, 2017
TMP Direct attended the SOCAP Spring Symposium in Chicago. The event provided insightful discussion and presentations on the latest trends and challenges in the world of consumer affairs. We brought actionable ideas back and are applying them to our Client programs and internal training efforts.
5CA
MAY 24, 2017
You'd probably agree that nearly every product and service should have an excellent customer support infrastructure in place. That infrastructure should guarantee a positive post-sales experience, which is the goal of any support team out there. The repercussions of bad service have a greater effect on sales and revenue than most think - a company is more than 50 percent likely to lose a customer if they experience poor customer service ( source ), and attracting a new customer can cost up to fi
TMP Direct
MAY 24, 2017
TMP Direct is proud to announce our selection as a Gold Partner by Wilke Global. With the Wilke CRS and other applications, TMP Direct provides superior customer care to many Clients. We are excited to be recognized by this industry leader and to bring to our common Clients the latest innovations in the customer relationship industry. [link].
Momentum Telecom
MAY 24, 2017
Auto Attendants are more common than ever and becoming a staple in various industries. However, many people still complain about having to “talk to machines.” We believe the reason people don’t like “talking to machines,” is because the recordings they encounter have no personal touches. Regardless of industry, your customers are your business’ lifeline.
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.
TMP Direct
MAY 24, 2017
TMP Direct attended the SOCAP Spring Symposium in Chicago. The event provided insightful discussion and presentations on the latest trends and challenges in the world of consumer affairs. We brought actionable ideas back and are applying them to our Client programs and internal training efforts.
ForeSee
MAY 24, 2017
When it comes to measuring customer experience, mapping every part of the customer journey is essential. However, this doesn’t always guarantee you’ll be provided with useful insights that translate seamlessly. The post How to help with the daunting task of measuring customer journeys effectively appeared first on ForeSee.
Knoah
MAY 24, 2017
Consumers submit data through business sing ups and social media accounts. In a big data world informed consumers worry about what details they share with organizations. While data records allow companies to provide personalized service and streamlined transactions, The Los Angeles Times suggested many customers get nervous when they feel a business asks for too much information.
ForeSee
MAY 24, 2017
The path to more conservative government spending lies in collecting and analyzing citizen experience data. This isn’t hyperbole or exaggeration, but rather a foregone conclusion with nearly two decades of research to back it up. And Congress seems to agree the introduction of the Federal Agency Customer Experience Act of 2017, a new piece of bipartisan legislation, is aimed at simplifying the process agencies go through to gather public feedback about their customer service.
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!
Eptica
MAY 24, 2017
Date: Wednesday, May 24, 2017 +7! “Gartner award demonstrates our position as a leader of digital customer engagement platforms for the digital customer experience””, Olivier Njamfa, CEO. Published on: May 24, 2017. Author: Anne-Claire Bellec What does the award mean for Eptica? Gartner award recognizes our position as a leader of digital customer engagement platforms and our 3Cs approach: conversational and collaborative solutions based on artificial intelligence for the digital customer experi
Natalie Petouhof
MAY 24, 2017
Tweet Ever Had a Package Delivered Late, Not at All Or To the Wrong Address? One of the most irritating issues with ordering online is whether the package gets delivered and to the right address and on time. I know I’ve experienced this a number of times and what’s interesting is that, as customer’s we don’t always think about the delivery service as the issue, but rather it reflects poorly on the company we by the product from.
360Connext
MAY 24, 2017
There’s a part of your customer journey that is most likely inconsistent. It’s those pesky people. Going from one hotel front desk to the next or calling different customer service reps can have very different outcomes. Sometimes calling the same customer service rep on a different day means having a completely different experience! Are you dealing with the sunshiny optimist or the tired, overworked and overwhelmed grouch?
Expert insights. Personalized for you.
345 
Let's personalize your content