Beyond Philosophy

JUNE 15, 2017

A couple of years ago, Millennials surpassed Generation X for workers in the U.S. and Canadian workforce. They are also the least engaged at their jobs and the most likely to job-hop. Unfortunately, none of this is good news for your Customer Experience. A much-maligned generation, Millennials have been the subject of many viral work videos. Like this one: This rant from millennial journalist Alex Bloomer about her generation struck a chord with people last year: Sure, the videos are worth a lau

Employee engagement 365

Employee engagement Consulting Consulting Customer Experience 365

CX Global Media

JUNE 15, 2017

Last year, roughly 1 in 8 Americans used GetHuman. GetHuman started back on 2006 when, founder of several software companies, Paul English became enraged when he was locked in Verizon’s IVR jail. Now GetHuman tries to create a better customer journey and take care of customer service problems for people. Avoid IVR Jail and Release the Customer Journey Click to Tweet.

Interactive Voice Response 212

Interactive Voice Response Contact Center Call Center Coaching 212

Contact Center Pipeline

JUNE 15, 2017

eGain’s SVP Worldwide Marketing Anand Subramaniam believes that delivering a consistent content experience is key to driving value for both customers and agents. According to a recent survey of 500 contact center agents by the customer engagement solutions provider, agents reported the top two obstacles to providing excellent customer service were finding the right answer […].

Contact Center 219

Contact Center Surveys Marketing Customer Service 219

Convoso

JUNE 15, 2017

Like many other industries, businesses with telemarketing operations must adhere to several federal and state laws and regulations. These regulations are strictly enforced to protect consumers against complicit activities. However, a severe lack of resources to help call center operations remain compliant has resulted in major frustrations to consumers and has costed businesses thousands of dollars worth of legal penalties, and in some instances resulting in going out of business entirely.

Call Center 120

Call Center Telemarketing call center solutions 120

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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.

CustomerGauge

JUNE 15, 2017

Peter Drucker, a legendary business icon, once famously wrote that the purpose of any business is to “create and keep a customer.” While no one can argue with that logic, not many companies seem to follow the mantra, (i.e., customer retention rates of most companies aren’t great). We put an end to this by introducing […]. The post Using Monetized NPS® to Growth Hack Customer Retention appeared first on CustomerGauge.

Customer retention 91

Customer retention 91

Amity

JUNE 15, 2017

As your company grows and more customers are added to your care, you will either need to hire more people, or be smarter with your time. To scale your Customer Success team, you will need to segment your customers and apply the appropriate engagement model. This means defining the appropriate amount of time and resources to mitigate the related level of risk each customer segment entails.

Big data 73

Big data Accountability Management Customer Experience 73

Toister Performance Solutions

JUNE 15, 2017

"Let's create an incentive plan!" That's the rallying cry for lazy managers. Whether its lagging customer service survey scores, poor productivity, or dismal attendance, lazy managers think the solution is an an incentive. Or perhaps a disincentive will do the trick! A three strikes and yer out sort of thing where bad employees receive marks on their permanent employment record which shouldn't really be called permanent because we all know that employee won't be there for very long anyway.

Management 49

Management Surveys Customer Service 49

Amity

JUNE 15, 2017

Who wouldn’t like to secure 20 years’ worth of renewals with each of their customers? Well, this is doable and, in fact, if you sell on a subscription basis, this should be your goal from the very beginning. But how do you get there? Ask yourself, “How would I need to approach and manage a new client relationship from the very start?

SaaS 54

SaaS Sales Management Technology 54

Taylor Reach Group

JUNE 15, 2017

Drive to $15 - How Minimum Wage Increases Will Impact Businesses & Contact Centers. By: Colin Taylor , John Cockerill , Garry Schultz , Turaj Seyrafiaan and David Bradshaw. As many of you have heard, Illinois, Ontario have announced anticipated minimum wage increases to $15/hour. Many other American and Canadian, states and provinces are anticipated to follow this "15 and fairness" movement.

Contact Center 48

Contact Center outsourcing Telemarketing Virtual Agent 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

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Livepro

JUNE 15, 2017

Applications are OFFICIALLY OPEN for the 2017 livepro Customer Knowledge Management Awards! . We would love to hear about your customer service journey and give your team the opportunity to receive well deserved recognition for best practice knowledge management. The Awards are a fantastic opportunity to acknowledge and reward the customer service champions at your organisation, the submission process is quick and easy and best of all – it’s free!

Best practices 40

Best practices Management Customer Service 40

CSM Practice

JUNE 15, 2017

As your company grows and more customers are added to your care, you will either need to hire more people, or be smarter with your time. To scale your Customer Success team, you will need to segment your customers and apply the appropriate engagement model. This means defining the appropriate amount of time and resources to mitigate the related level of risk each customer segment entails.

Big data 40

Big data Management Customer Experience Accountability 40

Talkdesk

JUNE 15, 2017

Your company’s call center is more than just a tool to contact customers and prospects. For the people on the other end of those calls, the call center is not only part of the communication process, it’s part of your company’s personality. To a prospect, a call center software solution that drops calls sounds a lot like a brand that doesn’t want to listen to what they have to say.

Sales 40

Sales Contact Center call center software Call Center 40

Verint

JUNE 15, 2017

Ok, I’ll admit it. I’m a bit of a geek. From my mobile phone I can check to see if I closed my garage door after I get to the office, determine where a package is in transit and when it will be delivered, get social-enabled driving directions to route me dynamically around traffic, and change the temperature of my house from my phone before I get home.

Analytics 41

Analytics Feedback Customer Service Customer Experience 41

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