ShepHyken
MAY 23, 2017
Megan Singh on How to Create the Best Place to Work and the Best Place for Customers to Buy. What are some ways that you can show your customers, and your employees, that you are truly customer focused? Shep Hyken interviews Megan Singh, Project Management Director at Squaremouth, a four-time Gold Stevie Award winner for Customer Service Department of the Year, to get ideas that you can implement in your organization.
Convoso
MAY 23, 2017
Outbound sales offers a burgeoning career to many entering the field. However, entering outbound sales and attempting to be successful, while maintaining confidence can be difficult. Acquiring and learning any new skill often comes with many challenges. Understanding the ins and outs of what it takes to thrive in outbound sales can not only help you overcome challenges, but will also give you a serious leg-up on the competition.
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Contact Center Pipeline
MAY 23, 2017
Education expert Bernard Bull once said, “In order to create an engaging learning experience, the role of the instructor is optional, but the role of the learner is essential.” A massive increase in online education over the past decade has revealed the truth of this observation. According to eLearningIndustry.com, the learning management system or LMS […].
ijgolding
MAY 23, 2017
For much of my career, I, like many of my peers, have had to suffer what I like to call the ‘rolling eyes phenomenon’ on numerous occasions. Usually (although not exclusively) the domain of men and women working for organisations in senior roles, the ‘rolling eye phenomenon’ often occurs when someone like me, a Customer Experience Professional, starts to talk about anything related to the Customer Experience.
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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.
Influitive
MAY 23, 2017
I want you to meet a pretty cool guy (IMHO): Truman Tang, Director of Marketing, Customer and Advocacy, at Influitive. He’s the mastermind behind our incredible advocate marketing program, Influitive VIP. Truman’s got a pretty long list of accomplishments under his belt, like driving 1,000 customer referrals in a year, running highly effective ABM campaigns.
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 23, 2017
Customers ask for help through more channels than ever before. GetFeedback for Salesforce Service Cloud helps teams improve every service experience.
SharpenCX
MAY 23, 2017
We’re in the Age of the Customer. For many organizations, this translates to a stream of new technologies meant to make customers’ interactions smoother/easier.Here’s why customers are still frustrated, and agents are still miserable—despite these investments.Customers have changed.More than ever before, customers are informed, opinionated, and empowered to take their business to whatever company seems [.].
GetFeedback
MAY 23, 2017
Extra Content Why Omni-Channel Service Is Pulling Ahead Putting the right people and processes in place seems like an obvious path to.
Toister Performance Solutions
MAY 23, 2017
Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. Guest experience was initially a blind spot at The Overlook. When we bought the property last October, our property manager did a property walk-through with us and gave her assessment.
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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
GetFeedback
MAY 23, 2017
Great customer service leads to happy customers, higher retention, and more revenue.
Knoah
MAY 23, 2017
Multichannel customer support and consumer electronics go hand in hand. In a world driven by consumers who use multiple devices and channels throughout their shopper journeys, multichannel experiences are the name of the game. Not only do consumers expect to be able to shop seamlessly across platforms, they depend on brands to mimic this experience when it comes to customer support, too.
Vonage
MAY 23, 2017
As customer habits and expectations continue to evolve, contact centers must keep raising the bar on service quality. Keeping track of service KPIs, such as first call resolution and average call handling time among many others, is one of the best ways to ensure your contact center is up to par — because, as they say, you can’t improve what you can’t measure.
CSM Magazine
MAY 23, 2017
How are you tracking customer satisfaction levels with your customers? Are you asking whether they are satisfied? If so, you are probably not getting a true answer. Today, customers are so conditioned that when we are asked questions like this, they just say “Yes”. Think about your own experiences. How often have you said things were fine simply because you couldn’t be bothered commenting?
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.
Uniphore
MAY 23, 2017
Implementing a Virtual Customer Assistant or sometimes referred to as a Chatbot within your contact center will prove to be beneficial to both your organization and the customers you are trying to serve. Read More.
Avaya
MAY 23, 2017
Technologies like Artificial Intelligence, automation, big data, and the Internet of Things have made digital transformation an absolute necessity for organizations. With people, processes, services and things more dynamically connected than ever, companies are feeling relentless pressure to digitize, simplify, and integrate their organizational structures to remain competitive.
LiveChat
MAY 23, 2017
Once you set up your LiveChat, besides deciding on a cool picture for your agent’s profile, you probably have some other thoughts crossing your mind. For example, “how long I should be available on the chat? Is it OK if a chat is running only during the store opening hours? If not, then how long?” And finally, “if I’m not available on chat, how much do I lose when a customer comes to my website?”.
Verint
MAY 23, 2017
The 2017 Engage Global Customer Conference in sunny Orlando, Florida has kicked off and is going strong! We are delighted to welcome users of solutions and services from Verint as well as the latest additions to our family of companies—Telligent, Contact Solutions and for the first time, OpinionLab.
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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.
ForeSee
MAY 23, 2017
When the Trump administration released its proposed budget a month ago, analysts discerned an overarching theme: efficiency and cost cutting. The path to achieving that requires a focus on measuring and collecting data about the citizen experience. Fortunately, the state of digital government services is strong, with steps being taken to ensure even greater improvement going forward.
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