ShepHyken
OCTOBER 23, 2018
It’s All About CEX. Building a Community of Champions. Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions.
TechSee
OCTOBER 23, 2018
Hello. Thanks for calling our Hotel. How may I help you? Vs. Good morning, Laura. I see you are a Loyalty member since 2007, and have stayed at our property in London every year around this time. Are you calling to make another reservation? If so, I see you have 345 Loyalty points available to use towards your stay. Personalization as a driver in customer service.
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Contact Center Pipeline
OCTOBER 23, 2018
In an ideal world, first-contact resolution (FCR) metrics reflect the customer’s perspective. They capture the center’s ability to resolve the customer’s inquiry within each channel as well as track movement across channels. They establish links across multiple contacts if it takes more than one interaction to put matters to rest. And the underlying calculations are […].
ShepHyken
OCTOBER 23, 2018
It’s All About CEX. Building a Community of Champions. Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions.
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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.
Aspect
OCTOBER 23, 2018
While contact center agents might be ready to jump head first into the gig economy, contact center management is a bit more reluctant, and for good reason. Having on-demand customer service agents isn’t as simple as engaging drivers for Uber. Before making the transition to gig workers, it is important to explore the differences between managing employee-agents and on-demand agents.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Fonolo
OCTOBER 23, 2018
“I just want to speak to a real person” has become a token phrase used by people during almost any type of automated customer service experience. Even so, gone are the days when talking to ‘a real person’ is the customer’s preference: Today, 70% of customers expect self-service options and most brands are taking note. Customer Self Service, or CSS, is any type of electronic or automated support that allows customers to find answers or resolve problems without having to connect with a customer se
Hello Customer
OCTOBER 23, 2018
As you've probably seen on our social channels, our CEO Leslie just finished a trip to San Francisco. She joined Nexxworks on the 'Customers The Day After Tomorrow' tour. With her she brought back 5 learnings on how companies can prepare for their customers in the day after tomorrow.
Nextiva
OCTOBER 23, 2018
Business communication systems are the means by which businesses pass information along. This can be internal, among employees or external, to the general public and to customers. The most basic form of a communication system is email support and/or phone. More robust business communication systems come with support for instant messaging, video conferencing, and audio […].
Chip Bell
OCTOBER 23, 2018
I have seen the future and it is Comcast. No, really! Comcast is staging one of the biggest brand renaissance comebacks ever. I predict it will be right up there with Apple, GM, Marvel, and Lego. Personally, I would add my favorite, Delta Airlines, in the “comeback kid” category. Now, for the backstory. I was invited, along with a dozen customer experience gurus, to spend a day with Comcast leadership in their brand-new, just-opened Comcast Technology Center in Philly.
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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
SharpenCX
OCTOBER 23, 2018
If you missed it (or you want a quick refresher), we’re recapping last week’s CRMXchange Roundtable on Innovations and Trends in Customer Service. We dug into the troubles contact centers face, like CSAT scores that hover in the C+ range. Read More. The post Innovations and Trends in Customer Service [Roundtable Recap] appeared first on Sharpen Contact Center Software.
Outsource Consultants
OCTOBER 23, 2018
Nearshore Contact Center Outsourcing Spotlight: Peru, Argentina, Paraguay, and Uruguay. The Philippines has dominated the offshore outsourcing market for the last decade and has become the largest outsourcing market in the world. We’ve helped many clients find Philippine call centers over the years, but recently we’ve seen a significant shift with leading organizations seeking nearshore Central and Latin American contact center outsourcing locations.
Sabio
OCTOBER 23, 2018
Stuck in a hotel recently watching Netflix, it struck me as significant how the company is now actively using the WhatsApp Business platform to communicate and encourage account contact with its subscribers.
Nuance
OCTOBER 23, 2018
My team and I had the opportunity to meet and review our collective impressions of the major themes, takeaways, and trends in police technology after attending the International Association of Police Chiefs (IACP 2018) conference earlier this month. My last IACP blog highlighted the excitement felt by law enforcement professionals, who are quickly embracing new […] The post 3 critical trends in police technology appeared first on What’s next.
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.
Kristina Evey
OCTOBER 23, 2018
Shownotes … Lack of Momentum. We all know that not moving forward stalls results and focus. So why do we let it happen? Because life/work happens … and things get bumped. If this is you and your organization, you are most certainly NOT alone. The thing I find is companies simply let too much time pass between events, milestones, and follow up.
Hello Customer
OCTOBER 23, 2018
How can companies prepare for customers the day after tomorrow? Markets are changing, customer demographics become less clear and it doesn't suffise anymore to just simply sell the best product. In other words, the future poses some challenges that companies will have to overcome. At Hello Customer we are always prepared to offer some good advice. We listed some crucial CX learnings that can help you well on your way to tackle these obstacles.
Branch Mesenger
OCTOBER 23, 2018
From the renewed success of American movie theaters, to the continued impact of Sears' bankruptcy, here's the biggest stories we're reading this week in the world of commerce, retail, and technology. And, if you're curious what city is garnering headlines for its renewal, resurgence, and growing job scene, check out story number 9 below. Election season means more employees will be heading to the ballot box, and to do so, they'll need to juggle with employer scheduling.
Tethr
OCTOBER 23, 2018
In the first post in this series , I argued that the explanation for why one company’s customer centricity efforts succeed while others fail is ultimately a function of whether the company itself is more focused on “telling” or more focused on “listening.”. A “telling” organization is one that leads with its own assumptions about what’s best for customers, whereas a “listening” organization is one that leads with an open mind, looking for insights and open to the idea that their assumptions—no m
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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.
Branch Mesenger
OCTOBER 23, 2018
From the renewed success of American movie theaters, to the continued impact of Sears' bankruptcy, here's the biggest stories we're reading this week in the world of commerce, retail, and technology. And, if you're curious what city is garnering headlines for its renewal, resurgence, and growing job scene, check out story number 9 below. Election season means more employees will be heading to the ballot box, and to do so, they'll need to juggle with employer scheduling.
VHT
OCTOBER 23, 2018
Callback systems like VHT Callback have helped countless businesses provide responsive support over phone, web, text and email while fostering an excellent customer experience. Although universities and colleges are not primarily businesses, their “customers,” the prospects, students, parents and alums, still expect the kind of interaction callback provides.
Andrew Mcfarland
OCTOBER 23, 2018
The “reasons” for ignoring climate change as outlined by Art Markman in his article titled “Why People Aren’t Motivated to Address Climate Change” seem quite similar to why customer experience work is so challenging. Why is this? A trade-off between.
Relay Blog
OCTOBER 23, 2018
Let’s set the scene: A customer shopping online for a jacket sees a social media. The post Why Companies Still Struggle to Understand & Achieve Omnichannel Support appeared first on Relay.
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!
Jon Arnold
OCTOBER 23, 2018
October is zooming along, and this will be my third webinar for the month, so things have been pretty busy lately. This time around, it’s another Ziff Davis/Toolbox.com webinar, with a topic that anyone in the telephony space should be interested in. For digital natives, the PBX has about as much utility as a fax machine or a home phone line, so Captain Obvious isn’t needed here.
kommunicate
OCTOBER 23, 2018
Startups have taken the world by storm. Recently, we have seen a huge number of companies and organizations rising around the world. It’s becoming more competitive than ever for a business to grow in this market and achieve their goals. Most important goals of any business are: Generate more leads Get more customers Increase the profit […].
TELUS International
OCTOBER 23, 2018
Learn how leading fintech firms are building emotional connections with their customers.
Sampson Lee
OCTOBER 23, 2018
When the Starbucks’ experience became fast and efficient -- but no longer relaxing and enjoyable -- does it undermine its "third place" strategy?
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
DigitalGenius Blog
OCTOBER 23, 2018
Chatbots are seemingly everywhere. We interact with them, we talk about them, we complain about them, we often joke about them. Yet if chatbots are so widespread, why is it so rare to find successful examples?
ConvergeOne
OCTOBER 23, 2018
The best defense against modern cybersecurity threats is not based on technology at all. While there’s currently a great deal of focus on Artificial Intelligence (AI), good-ole human intelligence is the secret ingredient. To effectively prevent your organization from falling victim to cyber attacks, it’s essential that your employees develop strong cyber instincts.
Genroe
OCTOBER 23, 2018
You may have heard of it but just exactly what is the Net Promoter Score and why is everyone talking about it? This is an introduction to this widely used customer feedback metric and how you can use it to drive improvements in your business. Contents This is quite a detailed post and below are direct […]. The post Net Promoter Score®: What, Why and How appeared first on Genroe.
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