ShepHyken
NOVEMBER 10, 2017
This week we feature an article by Sawaram Suthar writes about how live chat can simplify the customer journey. I believe that chat is an excellent self help tool. Always remember that the customer just want to be taken care of, regardless of how you go about it. – Shep Hyken. Businesses often face multiple challenges with respect to how to simplify the customer journey.
CafeX
NOVEMBER 10, 2017
Working remotely can present team collaboration challenges - especially when software or workspaces aren't right. In fact, the term “workspaces” has traditionally been used to refer to concepts and furnishings for designing office space. However, in the last few years, “workspaces” has increasingly been used to describe a wide variety of team collaboration software.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
SharpenCX
NOVEMBER 10, 2017
Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more.Big thanks to Mike Wittenstein for his willingness to speak with us and for his insightful commentary. 2018 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time [.].
Jon Arnold
NOVEMBER 10, 2017
This crossed my path recently, and wanted to share it as a good resource/overview of technologies currently leading the contact center space. RichCall is a contact center vendor I didn't know previously, and they recently compiled a pretty extensive summary, based on industry research and insights from analysts/consultants/experts in this space. This is a handy reference post if you want a 5 minute snapshot of what's driving contact center technology and what's coming next.
Advertisement
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
SharpenCX
NOVEMBER 10, 2017
Learn the definitions and calculations for 13 common contact center metrics. [.]. Read More. The post 13 Contact Center Metrics: Definitions & Calculations appeared first on Sharpen Contact Center Software.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Branch Mesenger
NOVEMBER 10, 2017
45 days until Christmas. Signs are already popping up that we’re plowing into yet another fast-approaching holiday season. Town squares are readying their arsenals of tinsel and holly. Malls and shopping centers are preparing extravagant center court displays of North Pole workshops and Santa Claus winter wonderlands. While the festive signs of the holidays are popping up all around us, retailers are already preparing for the oncoming onslaught that is the Christmas shopping rush.
Totango
NOVEMBER 10, 2017
Customer Health continues to be a hot topic among Customer Success professionals for obvious reasons. Getting your customer health model right is critical to the foundation of a great customer success operation. In part 2 of our customer health webinar series, we tackled “How to Measure the Effectiveness of a Customer Health Model” and discussed a more advanced approach to customer health.
Amity
NOVEMBER 10, 2017
Customer churn is not something that happens overnight. It’s often the product of false expectations brought about by poor business strategies. High customer churn indicates a mismatch between the expectations set pre-sale and the actual experience of customers. This is why true Customer Success requires that your overall strategy takes into account not just the factors that make customers sign up, but also the factors that make them stay.
Mindtouch
NOVEMBER 10, 2017
When you think San Francisco Giants baseball, customer success measurement might not be the first topic that comes to mind. You might instead think of that iconic black and orange Giants logo and epic World Series runs. Vintage photographs of Candlestick Park. But the Giants recently faced a challenge. Various market trends, including the rise of third-party ticket vendors, caused the organization to lose visibility into their fan base.
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.
Uniphore
NOVEMBER 10, 2017
Today, companies are increasingly adopting new strategies to improve the customer experience and profitability while lowering operational costs. Desktop automation is one such strategy, as it removes the barrier that the myriad of existing applications can present to a call center agent trying to deliver exceptional customer service, and thus empowers agents to provide faster, more personalized service to every customer, all while increasing operational efficiency.
LiveChat
NOVEMBER 10, 2017
Ah, lead generation! The cause of countless migraines among both, starting and experienced entrepreneurs. It’s a never-ending struggle to find more prospects, make them interested in your offer and – in the end – make a business flourish. There are so many lead generation strategies. Which of them I should choose, in which direction I should go, you might ask.
Verint
NOVEMBER 10, 2017
I recently spoke with Multichannel Merchant about the rising popularity of voice-activated activities, including voice shopping. Interest in such activities is high and recent retail shifts indicate this trend is here to stay. And, technology is catching up quickly. With the abundance of recorded phone calls and input from virtual assistants that are available for mining, solutions such as speech analytics have significantly improved voice recognition and language understanding abilities, openin
Service Agility
NOVEMBER 10, 2017
Originally published in Contact Center Pipeline, February 2015 If by chance you are unfamiliar with the phrase Net Promoter Score (NPS), it is a way of scoring customer loyalty based on the customer’s 0-10 rating on the question “how likely is it that you would recommend our company/product/service to a friend or colleague”? The concept was presented in a Harvard Business Review article in 2003 and continues to spark debate across the business world.
Advertisement
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.
Aspect
NOVEMBER 10, 2017
Last Thursday I attended the #TedxStLouisWomen event with several of my Aspect #WIT colleagues and 3,000+ others across the St. Louis region. I knew the day would be full of amazing stories, but what I didn’t know was how it would change me. The theme of this year’s event was “Bridges – We Build Them, We Traverse Them, and Sometimes We Even Burn Them, For Better or For Worse.
Expert insights. Personalized for you.
185 
Let's personalize your content