Beyond Philosophy
AUGUST 21, 2017
By nature, I’m an organized person. I like things clear and orderly, laid out in black and white. So, some years ago, as a new senior manager, I asked my boss to explain what my responsibilities would be after a company reorganization. I wanted to know, with absolute certainty. But my boss just looked at me and said, “Colin, in a senior position you need to deal with ambiguity.”.
Callminer
AUGUST 21, 2017
Finding ways to streamline contact center processes is the best way to effectively increase efficiency and make better use of resources.
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Call Center Weekly
AUGUST 21, 2017
By Jennifer Boston At the start of my contact center training career, I was propelled into an uncomfortable situation whose lessons haven proven invaluable in how I approach training new skills to a tenured staff. A long-term client unexpectedly shifted their customer service operations in-house, in response to the recession. After nearly a decade of being the key factor to a successful partnership, over 100 veteran employees were suddenly unsure of what came next.
Customers That Stick
AUGUST 21, 2017
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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
AUGUST 21, 2017
Providing a consistent customer experience (CX) is hard work. Getting everyone in your organization to run the same race is harder. Part of the struggle is simply getting information in front of the right people and stakeholders so they can stay engaged, be empowered, drive action and ensure success. In a lot of ways, good […]. The post Make Your NPS® Program “Team-Oriented” appeared first on CustomerGauge.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Russel Lolacher
AUGUST 21, 2017
Online Reviews. Google, Yelp, TripAdvisor, Facebook, Local Search Directories like City Search…there are lots of opportunities for your customers to share their first, 3rd or last impression of your business. These can be extremely helpful for a few reasons: Correct misinformation. Demonstrate you’re listening and you care Find out and address issues before they become ISSUES Mend.
The Center for Client Retention
AUGUST 21, 2017
Uber was founded in 2009. Essentially, it is a software company providing a service: an efficient and user-friendly way of transporting passengers from one place to another in an automobile. Uber is an app – nothing more. Without drivers and their cars, Uber would not be able to function. When Uber was founded, the company focused on creating and building customer loyalty and I was a loyal customer.
Aria Solutions
AUGUST 21, 2017
I am sure you’ve come across several resources that talked about digital channels now dominating over traditional ones. Even though your contact center might still be in the process of deploying or optimizing these channels , customers don’t care. They want their issue addressed now, and they expect you to know everything about their journey, no matter what communication channel they use.
Topdown
AUGUST 21, 2017
Read My Lips: Clear Communication Can Mean Billions in Revenue is a brand-new Forrester report that examines the outsized impact clear communication has on your brand’s overall customer experience — and in turn, on revenue. In other words, use plain and simple language to communicate with customers to increase your bottom line.
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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
ForeSee
AUGUST 21, 2017
Getting to the top of your industry is no easy task, but staying there is a whole different ballgame. Those at the top do, however, have one thing in common: They understand the value of a winning customer experience (CX) strategy, and they measure it effectively to produce a CX currency that can be utilized by executives and team members at every level of the company.
VocalCom
AUGUST 21, 2017
What exactly is at the heart of great customer experiences? Many would argue that a brand’s ability to embrace a core set of values is essential to creating a customer-centric approach that wins long-term loyalty. Here are five key terms that drive great customer experiences and keep the customer’s interests at heart. Accountability. Great customer experiences begin with trust.
DMG Consulting
AUGUST 21, 2017
DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. 8/22/2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report.
AnswerConnect
AUGUST 21, 2017
When companies want to add a virtual receptionist, they often think of it as an extra cost. But in reality, Continue Reading → The post How Can Virtual Receptionists Save You Money? Here are 7 Ways! appeared first on AnswerConnect Blog.
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.
DMG Consulting
AUGUST 21, 2017
DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. 8/22/2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report.
Talkdesk
AUGUST 21, 2017
This piece was originally written by Nate Peace, Spothero Support Operations and Systems Lead, for Opentalk magazine. Spothero is also one of our innovative leaders speaking at our Historic Chicago LondonHouse Event on August 24th. The customer-centric mindset is a well-practiced, well-implemented philosophy that has shaped many of the best and longest lasting companies (Zappos, Nordstroms, Sears, etc.).
Loxysoft
AUGUST 21, 2017
The post Fast and logical workforce management appeared first on Loxysoft.
Talkdesk
AUGUST 21, 2017
This piece was originally written by Nate Peace, Spothero Support Operations and Systems Lead, for Opentalk magazine. Spothero is also one of our innovative leaders speaking at our Historic Chicago LondonHouse Event on August 24th. The customer-centric mindset is a well-practiced, well-implemented philosophy that has shaped many of the best and longest lasting companies (Zappos, Nordstroms, Sears, etc.).
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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.
Dialer 360
AUGUST 21, 2017
Enhancing execution has been a region of significance for contact centers. Be that as it may, as the administration business develops higher than ever. It’s essential for experts to see into the great beyond. A part of the customer satisfaction, which includes following call center measurements. What other keen and straightforward strategies would you are able to use?
Talkdesk
AUGUST 21, 2017
This piece was originally written by Nate Peace, Spothero Support Operations and Systems Lead, for Opentalk magazine. Spothero is also one of our innovative leaders speaking at our Historic Chicago LondonHouse Event on August 24th. The customer-centric mindset is a well-practiced, well-implemented philosophy that has shaped many of the best and longest lasting companies (Zappos, Nordstroms, Sears, etc.).
Avaya
AUGUST 21, 2017
The sports fan experience—the way we consume and immerse ourselves in sports on site, at home, in a pub, pre-season, live, or in retrospect—is interwoven with digital tech. Sports fans are focused and engaged, with instant mobile access to info and entertainment. They crave integrated experiences that reach beyond the walls of the stadium. So it’s the responsibility of stadium operators, club owners, and tech partners to discover how to use innovative technology to create unique, immersive, auto
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!
Verint
AUGUST 21, 2017
Actions speak louder than words, as we have all heard. Executives who walk the talk send a clear message to employees about what the real priorities are. Many organizations today want to effectively embed the voice of the customer into daily activities—their effectiveness will largely depend on how well the senior executive team embraces the CX effort.
ShepHyken
AUGUST 21, 2017
Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Tips On How To Handle Racist Customers by Kelechi Okeke. (CXService360) What do you do when a customer hurls racist remarks at an employee (you) or other customers?
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