Contact Center Pipeline
AUGUST 3, 2017
You would expect to see a feature article about trends at the beginning of the year. We did that. But things shift quickly in this digital economy—and when it comes to customer expectations, the pace of change continues to accelerate and affect how businesses adapt and respond. In this series, we decided to take a […].
Aspect
AUGUST 3, 2017
Over the past few years, contact center spending has increased significantly as savvy businesses transform their processes to meet the growing demand for high-quality customer support. But the important thing to remember is that improving customer service doesn’t happen simply by expanding your budget. Instead, contact center leaders must stay focused on integrating the kind of technology that can seamlessly and organically become part of larger company goals to ensure sustainable long-term grow
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Fonolo
AUGUST 3, 2017
We’ve all had our share of amazing customer service experiences, and we can attest that when a company goes above and beyond the call of duty we not only share those experiences, we also become loyal customers. Sometimes these stories don’t get the attention they deserve. In fact, it’s more common that the stories we do hear about are the ones where customers are unhappy because of a bad experience.
The Center for Client Retention
AUGUST 3, 2017
Today we are excited to share with you a guest post from Mike Wittenstein. Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers. This mismatch can occur even when the organization does due diligence and thinks it knows what customers want. How Customer Service Got Started.
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Nexmo
AUGUST 3, 2017
Campaign tracking is a “must have” for any marketing or advertising campaign. Without the ability to accurately track the number of users engaging with each advertisement you can’t work out your cost per acquisition (CPA), so ultimately you can’t determine which campaigns are successful and which are losing your business money; CPA greater than ARPU […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Toister Performance Solutions
AUGUST 3, 2017
Employee recognition can be a minefield. One key distinction is to decide between rewarding or recognizing good performance. Rewards are a pre-determined "if-then" proposition. If you achieve X result, you get Y as a prize. There's a volume of data that proves rewards often unexpectedly lead to poor performance. Check out Daniel Pink's excellent book, Drive: The Surprising Truth About What Motivates Us , for an easy-to-read overview of some of the many studies that show rewards don't work in a c
Jon Arnold
AUGUST 3, 2017
I've recently been writing occasional guest posts for the RingCentra l blog, and given how well they're doing in the UCaaS space, it's a good audience to be in front of. My most recent coverage has been about digital transformation, and more particularly, its impact on collaboration. I've had a chance to speak to some RingCentral customers about their experiences, and that has informed my ongoing research about what's happening.
CX Journey
AUGUST 3, 2017
Image courtesy of Pixabay Expectation = frustration? I recently saw an article with an image that included a quote from Antonio Banderas: Expectation is the mother of all frustration. Honestly, this is true in life, in all relationships. Think about it for a second: Aren't relationships much easier and much more relaxed when you have no expectations of the other party?
Uniphore
AUGUST 3, 2017
Chatbots, more Human than Humans? Chatbots have come a long way in a short space of time, and it looks like it’s only a matter of time before they are more human than human beings themselves. Read More.
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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
UJET
AUGUST 3, 2017
We have some exciting and helpful updates to share!
Verint
AUGUST 3, 2017
Ventana Research is seeking customer analytics professionals to participate in a benchmark research survey designed to uncover organizations’ current and planned use of analytics on all things customer related—marketing, sales, service, contact center and customer engagement. The information gathered will be used to create a detailed picture of the current state and future direction of customer analytics use in organizations—as well as best practices that can help them use resources and time wis
Brad Cleveland Blog
AUGUST 3, 2017
Recently, I recorded the Lynda.com course “Quality Standards in Customer Service.” Here is an excerpt from that course on five secrets to quality service. If you enjoy this video, check out the entire course at the Lynda.com Library. >Quality Standards … Continue reading → The post 5 Secrets to Quality Service appeared first on Brad Cleveland.
Provide Support
AUGUST 3, 2017
Millennials now make up the largest consumer demographic with more spending power than any other generation. According to Accenture , while Millennials are already a potent force (spending approximately $600 billion each year), they will truly come into their own by 2020, when their spending in the US is projected to hit $1.4 trillion annually and represent 30% of total retail sales.
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.
Brad Cleveland Blog
AUGUST 3, 2017
Recently, I recorded the Lynda.com course “Quality Standards in Customer Service.” Here is an excerpt from that course on five secrets to quality service. If you enjoy this video, check out the entire course at the Lynda.com Library. >Quality Standards in Customer Service by Brad Cleveland.
Brad Cleveland Blog
AUGUST 3, 2017
Recently, I recorded the Lynda.com course “Quality Standards in Customer Service.” Here is an excerpt from that course on five secrets to quality service. If you enjoy this video, check out the entire course at the Lynda.com Library. >Quality Standards in Customer Service by Brad Cleveland.
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