Beyond Philosophy
APRIL 17, 2018
Facebook is a glimpse into the future for most businesses. Colin Shaw and Professor Ryan Hamilton discuss the recent controversy and the implications. What can we learn from the Facebook scandal? What are they doing with data? What action should we be taking? The post Facebook mistakes: What can we learn? appeared first on.
Call Center Weekly
APRIL 17, 2018
By Dan MacDougall Contact center metrics are developed to measure operational performance (e.g. Calls Answered Live, Escalation Rate, First Contact Resolution, and Call Volume). They are useful to identify and drive areas of continuous improvement in staffing requirements, training opportunities, agent to agent consistency, and mean time to resolve to mention a few.
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Customer Guru
APRIL 17, 2018
With the competition in the markets intensifying, it has become increasingly tough for a brand to differentiate itself from its competitors. However, there is a solution to this conundrum too. According to a study by Walker, customer experience will overtake price and product as the key brand differentiator by 2020. Further, a research conducted by Forrester demonstrates that 72% of the businesses considered improving customer experience as their priority.
Lumoa
APRIL 17, 2018
We have been talking a lot about how important it is to take actions on customer feedback. Customer feedback is the essential unlimited source for development and inspiration for the whole company. As mentioned by Lincoln Murphy, " You can focus on adoption, retention, expansion, or advocacy; or you can focus on the customers' desired outcome and get all of those things.
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Contact Center Pipeline
APRIL 17, 2018
In September 2007, Carnegie Mellon University Computer Science Professor Randy Pausch was diagnosed with liver cancer. For those of you who have never seen “The Last Lecture,” I encourage you to watch it on YouTube. Plan to spend a little more than an hour watching. Professor Pausch delivered an inspiring lecture focused on three parts—his […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
TechSee
APRIL 17, 2018
With all the AI hype in 2017, the customer service industry expected smart machines to truly transform the customer experience. However, while AI has not yet become the answer to all our customer service challenges, the technology is moving forward at a rapid pace, and is en route to achieving the level of impact previously predicted. AI and its enabling methodologies — Machine Learning, Deep Learning and its applications, NLP, computer vision and speech recognition — are the focus o
Fonolo
APRIL 17, 2018
In the wide world of call center metrics, “service level” has always held a special place. It gives the industry a universally understood way to talk about how quickly calls are answered by agents. Its origins go back over 5 decades, to the earliest days of call centers. The longevity of service level is astonishing when one considers the enormous changes that have occurred in customer service technology over the last few decades.
C3Centricity
APRIL 17, 2018
Everyone is talking about customer first strategies and why they are important. However walking the talk is a different matter! An interesting article on NewMR by Ray Poynter prompted this post. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days.
Liveops
APRIL 17, 2018
Learn three ways to limit your risk. All areas of your organization are susceptible to external security threats such as advanced persistent threats (APT) or malware, which allow an unauthorized person or program to gain access to your network. They might even maintain that connection—undetected—for a long period of time. But when it comes to internal threats, your brick and mortar contact centers are actually one of the riskiest areas of your enterprise.
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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
Nexmo
APRIL 17, 2018
As part of our Voice API offering, Nexmo allows you to record parts (or all) of a call and fetch the audio once the call has completed. Today, we’re happy to announce a new enhancement to this functionality: split recording. Split recording makes common tasks such as call transcription even easier. When split recording is […]. The post Dual Channel Transcription with Split Recording appeared first on Nexmo.
Comm100
APRIL 17, 2018
One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so! Many companies do not take advantage of this and end up missing out on a chance to understand what their customers really want.
Satrix Solutions
APRIL 17, 2018
When it comes to delivering exceptional customer service experiences, frontline employees play a critical role. But this group can also play a vital role in your Voice of the Customer program. As a former frontline facing employee, I’d like to share a story about a time I worked for an office furniture company. In my position, I greeted prospects and customers as they walked through the door, answered incoming phone calls, and responded to online inquiries.
Aspect
APRIL 17, 2018
I’m lucky enough to live in a warm part of the country. Thanks to a certain mouse, is a convention and meeting mecca. This time of year is especially popular for companies in the Midwest who are in the midst of a never-ending winter. A few weeks ago, my sister had a meeting in town, so she added a few extra days to her trip for a visit. When my sister checked in at the airport for her outbound flight she discovered an issue with her frequent traveler number, A.K.A.
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.
Solvvy
APRIL 17, 2018
The post The Opportunity Cost of Delivering an Average Customer Experience appeared first on Solvvy.
Outsource Consultants
APRIL 17, 2018
Turnover is very high in many call centers. The environment can be chaotic and the demands on agents can be very high, leading many to get burned out and eventually quit. In a recent article , Daniella Puzzo tackles the topic of hiring the best people for agent positions. In order to avoid the cost of money and effort that goes into consistent hiring and training processes, Puzzo says that call centers need to know exactly what they’re looking for in the people they want in their agent positions
Mindtouch
APRIL 17, 2018
We’re pleased to share a bit of news from our friends over at G2 Crowd. This year, MindTouch is positioned in the Leader quadrant of the 2018 G2 Crowd Grid ® for Knowledge Management software. G2 Crowd uses this grid to recognize various companies in the knowledge management space. The other quadrants are Niche, High Performers, and Contenders (check out the G2 Crowd page for an explanation of each).
Vonage
APRIL 17, 2018
Today’s consumer has become more demanding. They not only want high-quality products, but they also expect high-quality customer service. However, new research has revealed that under-investment in contact centre infastructure is harming customer service. NewVoiceMedia recently partnered with the market research firm Opinion Matters to analyse survey responses from 1,000 contact centre professionals who use customer relationship management (CRM) systems.
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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.
Webtext
APRIL 17, 2018
In a time when 97% of business calls go unanswered and nine out of 10 consumers prefer messaging over voice, contact centers are struggling to keep pace. Have you ever wished you could just text your bank, cable company, or any business’s contact center? Or better yet, when you’re driving and on the phone with an enterprise regarding a hotel or car rental reservation, a hospital appointment, etc. imagine if the person you were speaking with could text you the information you were seeking versus
Ameyo
APRIL 17, 2018
Organizations work hard towards maintaining their bottom line. Since the time organizations have started understanding the what and how of customer experience , they have been promoting a customer-centric culture. Simply put, customer-centricity refers to putting the customer at the center of what you do. Even, Gartner has declared Customer Experience as the new battlefield.
CMS
APRIL 17, 2018
The #metoo movement has opened the world’s eyes to harassment in the workplace. Daily we are seeing new stories about celebrities and famous personalities that are being accused of harassment. Many of these stories are being taken directly to media because the victim did not have a method to safely report harassment without fear of retaliation. An anonymous sexual harassment hotline provided by a third-party is the only way to provide your employees with a safe means to report harassment and oth
Quadient
APRIL 17, 2018
Recognizing the forces that will impact your CX. Think about the last time you had a bad customer experience - what did you do? Did you lodge a complaint with the organization or just tolerate the interaction? Maybe you simply switched to a competitor after that bad experience. Leaving is now the norm, according to a recent European study an average of 76% of consumers said they would leave a business if it didn’t meet their customer experience standards.
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!
Brad Cleveland Blog
APRIL 17, 2018
Reporting the contact center in the best possible light can undermine success. There are a lot of ways to produce reports so that the center looks as productive as possible to senior management. However, if you mask serious resource deficiencies … Continue reading → The post You’re Lookin’ (Too?) Good… appeared first on Brad Cleveland.
Verint
APRIL 17, 2018
Engage18: On The Inside. It stands 30 feet high. At night, the massive 72 white pre-cast columns provide the mind’s eye with the creative illusion that they’re floating, seemingly, on nothing but the light that supports them. It came into existence, June 24, 1970, with one purpose. To pay tribute to a man. A President. John F. Kennedy. Today, the massive structure that was carefully crafted and expertly designed by the renowned American architect Philip Johnson is affectionately referred to as t
Brad Cleveland Blog
APRIL 17, 2018
Reporting the contact center in the best possible light can undermine success. There are a lot of ways to produce reports so that the center looks as productive as possible to senior management. However, if you mask serious resource deficiencies or process problems, the center is less likely to get the resources and support it needs.
ShepHyken
APRIL 17, 2018
Ushering in the Next Evolution of Brand Loyalty and Customer Experience. What does the future of brand loyalty look like? Shep Hyken sits down with Patrick Reynolds, Chief Marketing Officer for SessionM , to discuss how technology is transforming traditional customer loyalty programs into a dynamic and personalized customer experience. ? <span style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” data-mce-type=”bookmark” class=”mce_SELRES_
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Brad Cleveland Blog
APRIL 17, 2018
Reporting the contact center in the best possible light can undermine success. There are a lot of ways to produce reports so that the center looks as productive as possible to senior management. However, if you mask serious resource deficiencies or process problems, the center is less likely to get the resources and support it needs.
Provide Support
APRIL 17, 2018
Did you know that 51 percent of U.S. employees are looking for a new job? Why? Aren’t they satisfied with their salary? Don’t they like their old laptops? Can’t they bear long traveling to and from office? Or maybe their chief isn’t empathetic enough? It’s quite a difficult task to find the one who cares only about material values when deciding on a job.
ClientSuccess
APRIL 17, 2018
For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.
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