Beyond Philosophy
NOVEMBER 1, 2017
Big banks have proven yet again that they cannot be trusted to do what is best for the consumer. And this time, the U.S. Senate agrees that they don’t have to! Last week, the Senate voted to repeal a rule that banned most mandatory arbitration clauses in credit card agreements, checking account agreements, car loans, and many other types of consumer banking transactions.
ShepHyken
NOVEMBER 1, 2017
It happens all the time. As a customer, you interact with good people who don’t seem to deliver great customer service. They are nice, even knowledgeable, but they don’t seem to be what I call customer focused. So, I took a few minutes to talk to several people about how they were trained. I talked to a retail salesperson, a flight attendant, and a server at a restaurant.
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Callminer
NOVEMBER 1, 2017
Both UK energy and water companies offer services specifically designed to support customers in vulnerable positions due to situations such as medical and mental health issues, disability, etc.
Call Center Weekly
NOVEMBER 1, 2017
W hat is your top priority, when implementing a training team? The thing I look for the most are people who want to grow and develop themselves, try out new things, experiment, and make things better—no matter how good things are already. So often training folks focus on developing other people and they get stale doing the same old things all of the time.
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Callminer
NOVEMBER 1, 2017
Definition of QA Metrics Quality assurance, or QA, metrics refer to the data and facts your company uses to measure performance. Interestingly, QA metrics can vary significantly by industry, since they reflect performance as defined by that industry. For example, QA metrics for software development could measure production cycles and average costs, while QA metrics […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Contact Center Pipeline
NOVEMBER 1, 2017
I’ve always maintained that the frontline supervisor is the most critical role in a contact center. They have a tremendous impact on agent satisfaction and engagement, and are close enough to the customers that they have a great feel for their perspectives. We rely on them to feed communication up to the executive ranks, and […].
Provide Support
NOVEMBER 1, 2017
5 Reasons Unhappy Customers Don’t Complain. The times when customer complaints were seen as a distraction that should be eliminated are over. Most businesses today understand that complaints are a valuable source of information. In fact, there might be no better way to collect direct feedback from your customers. A complaint not only shows what and where went wrong, whether it’s a problem with your product, service, customer support or internal processes.
The Center for Client Retention
NOVEMBER 1, 2017
Today we are excited to share with you a guest post from Jana Sedivy. When I was 14 years old, I blew up our kitchen. I don’t mean a small kitchen fire, I mean there was an enormous “BOOM,” and then flames everywhere. To be clear, I’m not a pyromaniac. It was an accident. I was heating up a big pot of oil to make deep fried chicken (don’t all teenagers do that?
CX Journey
NOVEMBER 1, 2017
Image courtesy of Pixabay Culture is best defined as "values plus behavior" and is often described as "how employees act when no one is looking." Culture is such an important part of your business. It's really the foundation of the organization. I've previously defined culture as the set of values and norms that guides how the business operates; culture happens when we operationalize the values.
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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
Kayako
NOVEMBER 1, 2017
A few weeks ago, my cable bill came and it was more than I expected. I tried to figure out why, but eventually I needed to chat with the service team of a certain notorious cable company. I thought live chat would be the easiest way to get information on the extra charges. It wasn’t. Impersonal, inattentive, and inefficient – a study in all the things that customer service shouldn’t be.
Andrew Mcfarland
NOVEMBER 1, 2017
I’m guessing here, but I bet outsourcing is the reason Google’s CEO is now personally involved to address a “debate” about the hamburger emoji. Outsourcing works when the work product is well-defined and understood across cultural boundaries. For example, making.
Aspect
NOVEMBER 1, 2017
Many of the latest contact center management tools on the market today are designed to bridge the gap between consumer preference and businesses objectives. By using tools like automation and business intelligence together, contact centers can not only reach larger, more targeted prospects that will help them fill opportunity pipelines, but they can also create customized and personalized campaigns which will be better received by the consumer recipients.
ClearAction
NOVEMBER 1, 2017
Actionability of Customer Experience Intelligence Lynn Hunsaker. Do intelligence and actionability go hand-in-hand? The basic difference between data and intelligence is this: data are facts, and intelligence is the arrangement of data to convey meaning. In other words, intelligence is a capacity for applying a combination of facts. Customer experience intelligence, then, is a capacity to apply facts about what customers perceive, with the aim of improving their experience.
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.
AskNicely
NOVEMBER 1, 2017
Parties. Parties everywhere! That is life at Dreamforce 2017. Lists upon lists of “must-attend” Dreamforce events are thrown at you from every direction. Serious FOMO sets in, and you are left feeling overwhelmed that you are missing the hip events where you will be able to make that one game-changing connection. If you are customer-obsessed like us, we have whittled down this list to the chosen, stand-out few so you can get your party and networking game on.
Influitive
NOVEMBER 1, 2017
Now that you’ve sourced a pool of amazing customers with stories to tell (see my post on 4 steps to sourcing amazing customer success stories) and have helped them create user-generated content (UGC) that’s sure to attract a ton of highly qualified leads, next comes content distribution. Often, we’re so spent from creating that we.
NICE inContact
NOVEMBER 1, 2017
You’ve invested a significant amount of time and energy to hire highly skilled contact center agents, and you’ve invested a lot of money in the technology they use to handle calls/inquiries, so what is missing? Why aren’t you seeing the results you’d like in the customer experience space? If your efforts aren’t optimally performing, it may be time to jumpstart a self-service transformation project in your contact center.
CX Advantage Walker
NOVEMBER 1, 2017
The year 2020 is right around the corner. Are companies prepared to meet future customer expectations? What progress have they made? What work is still needed? These are some of the questions that prompted the progress check on Customers 2020, Walker’s 2013 groundbreaking report that predicted future customer needs and discussed what companies and customer.
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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.
NICE inContact
NOVEMBER 1, 2017
You’ve invested a significant amount of time and energy to hire highly skilled contact center agents, and you’ve invested a lot of money in the technology they use to handle calls/inquiries, so what is missing? Why aren’t you seeing the results you’d like in the customer experience space? If your efforts aren’t optimally performing, it may be time to jumpstart a self-service transformation project in your contact center.
DMG Consulting
NOVEMBER 1, 2017
DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report. 11/1/2017. WFO market is contracting; future is in the cloud. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Workforce Optimization Mid-Year Market Share Report.
The Center for Client Retention
NOVEMBER 1, 2017
This week, we are sharing a sneak peek of our CX Expert’s 13 Tips to Guarantee Repeat Business. If you want to learn more, grab his book “The Endangered Customer” today!
Customer Experience Matters
NOVEMBER 1, 2017
We publish an annual report that examines what consumers do after a good or bad experience. So we decided to do that same type of analysis to examine how IT decision makers in large North American organizations respond to a good or bad experience with a tech vendor. As you can see in the chart below: Most share feedback inside their company. After both a very good or very bad experiences, the top thing that IT decision makers do is to tell their colleagues within their company.
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!
ClientSuccess
NOVEMBER 1, 2017
The live webinar happened on Tuesday, November 7th at 2:00 pm EST. You can access the recorded webinar here. Join Dave Blake (CEO of ClientSuccess) and Dan Demas (VP of Customer Success at Pendo) as they share 5 metrics that matter for product and customer success teams. This webinar will help product and customer success teams, understand which metrics are unique and which are shared.
PanTerra
NOVEMBER 1, 2017
How awesome is it that we live in an age where the communications devices of today work together in a seamless, all-encompassing fashion that, just 20 years ago seemed unfathomable! With desktop phone integration and, even better, cloud integration, we have so much more flexibility than ever imagined.
Verint
NOVEMBER 1, 2017
The recent influx of news about advances in automation technology can create some employee anxiety—however, there’s good news. These capabilities can actually empower employees and make their lives—and those of your customers—even better. Using technology to automate your quality program—from scoring through coaching—can produce real-life benefits for your quality team, as well as your frontline employees, your customers and your company.
Jon Arnold
NOVEMBER 1, 2017
Was a busy month, with more travel than usual, and attending/speaking at four events. Also made some good behind-the-scenes progress on my website, and had a good jump in new followers for my blog. I've been talking about providing regular - and exclusive - updates for my subscribers for some time, and it's looking good to finally get that going this month, so please bear with me.
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
DMG Consulting
NOVEMBER 1, 2017
Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Name This field is for validation purposes and should be left unchanged. Close. Scouting Report: Robots Are in Your Contact Center’s Future. 10/26/2017.
Talkdesk
NOVEMBER 1, 2017
Talkdesk today announced Talkdesk for Sales, a brand new offering aimed at increasing the impact of inside sales teams. With growth in inside sales far outpacing the growth of field teams, we saw an opportunity to use our intelligent contact center software to equip these professionals with AI tools that would make the prospect conversations simpler and more productive.
GetFeedback
NOVEMBER 1, 2017
Want to spot trends in real time, boost survey response rates, and sync feedback to Salesforce with a single click? Check out GetFeedback Winter '18!
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