Beyond Philosophy
MARCH 2, 2018
Didn’t Blockbuster, Kodak and Circuit City see the end was in sight? Why did they not change? Too many people reject new thinking that will improve their Customer Experience. Why? What is it about human behaviors that does this? In this podcast Colin Shaw and Professor Ryan Hamilton will debate why this is the case and what you should do about it.
ShepHyken
MARCH 2, 2018
This week we feature an article by Christophe Cais who writes about how the internet and Millennials have disrupted retail, suggesting that retail KPIs and incentive schemes need to be evaluated. – Shep Hyken. In luxury retail these days (or any retail, for that matter), it all seems to be about the internet and Millennials, doesn’t it? Retailers would tell you that digital technologies have disrupted the business, then go on to add that Millennials are proving a tough demographic to crack.
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Beyond Philosophy
MARCH 2, 2018
Amazon received two patents on wristbands that can track the moment-by-moment actions of their warehouse workers. Amazon has not said whether they will use the technology in their warehouses but stated if they did, they would be used to improve the process for their employees. However, anyone who has ever read George Orwell’s 1984 or suffered the scrutiny of a micro-manager will have a healthy dose of doubt that a wristband that reports back the nitty-gritty details about productivity will impr
The Northridge Group
MARCH 2, 2018
All companies have their own unique corporate cultures. The values and attitudes that are pervasive among a company’s employees, guiding how they respond, make decisions, and ultimately deal with change, develop and evolve over time. In small and mid-sized companies, the culture often stems from a key leader or leaders who set the pace. Whether they realize it or not, the key leaders’ actions, modes of operation, and core values are observed and often repeated by others throughout the organizati
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Nexmo
MARCH 2, 2018
So, you’ve been set up for a blind date by your friends Bob and Carol, who it turns out are fantastically bad judges of character. Your date is rude, has terrible table-manners and to be honest, smells funny. You need to get out of this date, fast. You’ve got two choices. The first is a […]. The post Getting Out Of A Bad Date (With Fitbit and Nexmo) appeared first on Nexmo.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Mindtouch
MARCH 2, 2018
Hate it or love it, the world is full of acronyms. For customer support and success professionals, there are three that likely come up on a frequent basis: customer effort score (CES), Net Promoter Score (NPS®), and customer satisfaction (CSAT)—the primary customer success KPIs. In terms of understanding and fostering customer loyalty, CES has proven particularly useful.
FluentStream
MARCH 2, 2018
If you receive an angry message from a client, or a positive message with some great feedback, it’s important to know about it right away. We’re all too familiar with. Read More. The post Introducing: Voicemail Sentiment Analysis appeared first on FluentStream.
ForeSee
MARCH 2, 2018
Retailers have a lot on their plates in 2018: fending off the impending retail apocalypse (which isn’t what most people think it is), improving NPS, and prioritizing information amid cacophony. The post Three Quick Wins Retailers Can Implement Right Now Based on Global CX Trends appeared first on ForeSee.
LiveChat
MARCH 2, 2018
The Internet is full of advice on how to improve your live chat support by making it more personal. And while it all may be valid, there is one very important question you should ask yourself in the first place: why should you add a personal touch to your live chat experience ? Is it to build long-term relations with your customers? To further align your product with what your customer base truly wants?
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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
FreshGrade
MARCH 2, 2018
Busy week? We’re here to help. Here’s our roundup of top educational stories from the past seven days: EdSurge asks “Does current K-12 education equip every student with the requisite skills to become innovators and problem-solvers, or even informed citizens, to succeed in this world with pervasive computing?” Read their argument for making computational thinking the fifth 21st century skill. “2018 will be a critical maturation period for the digital tools that are already tran
Talkdesk
MARCH 2, 2018
Editor’s Note: This piece was originally written by Brian Cantor, Digital Director and Principal Analyst at CCW, for CCW and Talkdesk’s Special Report: Agent Performance. Agent performance is, itself, a major challenge for contact centers. Even if all the strategic and systemic stars align, there is no guarantee the agents will actually be able to achieve optimal results.
FreshGrade
MARCH 2, 2018
Busy week? We’re here to help. Here’s our roundup of top educational stories from the past seven days: EdSurge asks “Does current K-12 education equip every student with the requisite skills to become innovators and problem-solvers, or even informed citizens, to succeed in this world with pervasive computing?” Read their argument for making computational thinking the fifth 21st century skill. “2018 will be a critical maturation period for the digital tools that are already tran
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