Fonolo
MAY 9, 2018
Goal setting and self-improvement often go hand-in-hand, and nowhere is this more true than in the world of business and retail. Executives and managers understand that by setting goals both as an organization, specifically as departments and teams, a company is able to move in a measurable and targeted way, and even be able to make projections and pivots in the direction they want to grow.
ShepHyken
MAY 9, 2018
The other day a buddy shared an experience he had with a company that sold him mulch for his yard. When the truck arrived, he asked the driver and his co-worker to put the mulch in the backyard. The driver said, “I’m sorry. Dropping the mulch off in the backyard is considered white-glove service. You needed to let us know you wanted the mulch in the backyard when you ordered it.
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Call Center Weekly
MAY 9, 2018
What can brands do better on social media, to truly connect and engage consumers? I think that it starts with brands recognizing that consumers are actual people. Overall, I think the tendency is for brands to still look at social media as another marketing channel where we just get to tell our audience all about our products or how cool we are. While we are starting to see a slight shift away from that mindset, most brands are still treating social media as a digital billboard or a mobile print
HGS
MAY 9, 2018
Creating Brand Distinction, Optimizing CX with Channel Management. By Anup Sukumar, Sr. Manager – Business Development. Today, “brand” is defined many ways—it could be a corporation, product, service, or person. Brand management is the process of recognizing the core value of a particular brand and communicating it to targeted customers, and it is a staple of the market.
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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.
Contact Center Pipeline
MAY 9, 2018
People today may choose to communicate with organizations across various channels including phone, email, chat, SMS, social and walk-ins. When they do reach out, they expect to receive the same level of service regardless of which channel they’re using. That service needs be simple, efficient, personalized and consistent—at any place and any time. Businesses who […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Etech
MAY 9, 2018
Many of today’s adults remember a time when artificial intelligence was something mentioned only in relation to science fiction. Such mentions frequently involved futuristic self-driving vehicles, computers capable of taking over the world or robots that became so proficient, there was no real meaning in life for humans. Today, many of those adults could pause and take a look around and see that there is truly artificial intelligence everywhere.
CSM Magazine
MAY 9, 2018
Kristina Evey examines the importance of culture on the customer experience and provides some key ways to make your ideal culture a reality. Every company has a culture whether you’ve defined it or not. The key is to be in the driver’s seat of defining your culture and being deliberate about shaping it before you are trying to reign in an undesirable culture that has taken hold.
Customer Experience Matters
MAY 9, 2018
We’ve heard from many of our readers that they often use our blog content, especially our videos, as part of their team meetings. They find that the information we share can initiate powerful discussions. We decided to more actively support this usage with a new offering, CX Sparks. These are free guides that we’ve created to help you drive stimulating discussions.
GetFeedback
MAY 9, 2018
Modern customers prefer modern support. Stay ahead of the curve by providing great mobile customer service. Alexa Lemzy from TextMagic explains how.
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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
CX Journey
MAY 9, 2018
Image courtesy of Quadient Where does your company put a greater focus, on acquiring new customers or on retaining existing customers? It seems there ought to be a balance, or a shift in balance, no? The old debate stands: should companies focus on customer acquisition over retention ? Despite the fact that the cost of bringing in new customers is much higher than the cost to keep existing customers, companies place a disproportionate focus on marketing and advertising in order to attract new cu
Vonage
MAY 9, 2018
Many of the ways that a company and its employees can go wrong in serving customers are subtle, but the following five certainly aren’t. If any of these serious customer service missteps are happening, or have happened recently, at your company, it’s time to look into a company culture (and perhaps personnel) overhaul, sooner rather than later. 1. Misleading a customer.
Ameyo
MAY 9, 2018
In this era of instant gratification, where everything is just a click away, pleasing customers has become difficult than ever before. Digitisation has given the control in customer’s hands with easy access to information, and in the industry where almost every competing brand is offering quality products, Customer Service is now the key factor for consumers to choose a brand.
Bright Pattern
MAY 9, 2018
Yesterday we spoke with industry experts and contact center leaders from Zendesk, Republic Wireless, and TruSource Labs to get their top tips on omnichannel success and talk through real-life cases from their contact centers.
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.
COPC
MAY 9, 2018
Concentrix , a leading provider of customer engagement services with more than 450 client brands worldwide, recently became the world’s first company to achieve COPC certification across 20 sites. This accomplishment came with the certification of the company’s Tokyo call center in March 2018. All 20 Concentrix sites have been certified to the COPC Outsourced Service Provider (OSP) Standard, Version 5.2 (now called the COPC Customer Experience [CX] Standard).
Clarabridge
MAY 9, 2018
Breaking it Down with Best Practices and Brecht: C3 2018 Day 1 Recap. Our tenth annual Clarabridge Customer Connections Conference (C3) event kicked off Tuesday morning in the nation’s capitol at the Gaylord National Convention Center, right in Clarabridge’s backyard. We enjoyed two special advanced sessions led by Clarabridge experts to an audience of over 200 CX professionals.
Quadient
MAY 9, 2018
Why customer retention deserves your attention. In a study by Sitecore and Forbes Insights, the top marketing priority for 58% of respondents was attracting new customers. 40% cited their top priority as turning current customers into customers for life. . What the study didn’t indicate was that those 58% who are focused on attracting new customers are making a mistake.
CSM Magazine
MAY 9, 2018
When employed in the banking industry you deal with a large variety of customers from all walks of life on a daily basis. The average UK resident is believed to visit a bank an average of 7 times a year according to industry analysts CACI. With the introduction of more mobile banking services, this number is expected to decrease to only 4 visits a year by 2022.
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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.
Satrix Solutions
MAY 9, 2018
Here’s a question for you: Who in your organization receives the results and feedback from your Voice of the Customer program? The C-Suite? Your customer service or customer success team? If your answer isn’t “everyone,” you are shortchanging your Voice of the Customer (VoC) program—and the potential return on investment. The benefit of a well-executed VoC program is the impact it can have in every corner of your business.
Eptica
MAY 9, 2018
Date: Wednesday, May 9, 2018 Author: Pauline Ashenden When times are tough, retailers must prioritize customer experience. Published on: May 09, 2018. Author: Pauline Ashenden The UK retail sector is undergoing unprecedented change, with many long-established high street brands closing or having to cut back their number of stores. Familiar names such as Toys R Us, Maplin, Mothercare and Homebase are among the brands reported to have been affected in the last few months.
ClientSuccess
MAY 9, 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.
NICE inContact
MAY 9, 2018
Think about it: Sixteen hundred contact center representatives (over 75% outsourced) in 11 different locations across the globe handle 13 million calls annually! And in the midst of all this, agent productivity has improved, average call handle time has been reduced by 30% and call transfers have been reduced by 5%. This is MoneyGram International since it unified all 11 contact centers with a single solution, NICE inContact’s CXone integrated CX cloud platform.
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!
Aspect
MAY 9, 2018
It’s no secret that customer experience is becoming more and more of a priority to companies. As customer expectations increase and their loyalty decreases it’s more important than ever before for companies to truly be CX rock stars. Customer experience is more than just a buzzword, according to Aberdeen research the right CX strategy can deliver substantial results to your business.
GetFeedback
MAY 9, 2018
This is a guest post by Alexa Lemzy, customer service manager of TextMagic. Excellent customer service is a cornerstone of most successful businesses. Today, customer service goes beyond the call center. And with more and more customers doing their shopping online, it’s not just about the brick and mortar customer experience either. A consumer survey by Imprint Plus found that 32.5% of all shoppers prefer to shop online and another 37.8% prefer a mixture of both online and in-store.
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