Callminer
JULY 24, 2018
During the recent Customer Contact Week event, I had the pleasure of joining CallMiner customer, Emily Deragon, a senior solutions manager for SiriusXM in a podcast.
ShepHyken
JULY 24, 2018
The Holy Grail Of Customer Experience. How any sized business can create customer experience and loyalty. Shep Hyken sits down with Craig McVoy , founder and Chief Experience Officer at Beyond Brand. They discussed Craig’s new book Beyond Brand, the seven customer experience principles every business must follow and the questions you must ask if you want your brand to compete in 2018 and beyond. ?
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TechSee
JULY 24, 2018
Developing a customer centric culture in a large enterprise goes beyond addressing a customer by name in an automated email, or segmenting by interest; it is a holistic approach designed to focus on the consumer’s authentic needs. This approach enables the enterprise to engage him in a personal way, ensuring that his needs are met at every stage of the customer journey.
ShepHyken
JULY 24, 2018
The Holy Grail Of Customer Experience. How any sized business can create customer experience and loyalty. Shep Hyken sits down with Craig McVoy , founder and Chief Experience Officer at Beyond Brand. They discussed Craig’s new book Beyond Brand, the seven customer experience principles every business must follow and the questions you must ask if you want your brand to compete in 2018 and beyond. ?
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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.
Satrix Solutions
JULY 24, 2018
RESULTS.com is a business management platform that has helped over ten thousand businesses execute their strategy. We sat down with Stephen Lynch, award-winning author of Business Execution for RESULTS and President of RESULTS.com to discuss how companies can streamline their business goals and successfully carry out their strategic plans. Evan Klein : Tell us about the companies you work with at RESULTS.com.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ijgolding
JULY 24, 2018
Machine learning has in?ltrated our daily lives in a myriad of ways. Often, these machine learning predictions happen in the background and we rarely notice them. But what about at your place of employment? Has machine learning made you better at your job? Has it helped you better understand your customers? Has a newly installed algorithm allowed you to deliver a better product or service?
Toister Performance Solutions
JULY 24, 2018
Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. We arrived at The Overlook earlier this month just as our property manager was finishing up a tour.
Outsource Consultants
JULY 24, 2018
The holiday season is approaching fast and most retail companies are preparing now for “all hands on deck” to handle their peak customer traffic, from contact centers, online, and in brick-and-mortar stores. With the drastic increase in purchases comes the need for increased customer service agents, especially in contact centers. Call center outsourcing often makes sense to meet peak capacity constraints, but also the need to deliver a quality customer experience is more critical than ever as cu
ijgolding
JULY 24, 2018
‘Culture by design’, a white paper by Pelorus Jack and prominent academics from Cranfield School of Management , explores how to connect organisations with their customers to create a consistent, world-class customer experience that leads to sustained commercial success. They draw on years of proven operational expertise and the know-how of The Walt Disney Company, whose transferable methodology, established over 60 years ago, forms the heart of its global success.
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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
Outsource Consultants
JULY 24, 2018
A recent article by John Nash discusses how retail companies keep up with trends in customer engagement, but healthcare organizations often lag behind. There is an opportunity for a healthcare provider to deliver the first-point-of-contact service to the patient’s home instead of the doctor’s office. In other words, the healthcare industry is due for a disruption similar to how Amazon has done it in the retail space.
MicroAutomation
JULY 24, 2018
Interactive Voice Response (IVR) systems have existed for several decades. Over time, this technology has evolved. The most advanced systems are at the vanguard of incorporating Artificial Intelligence into our everyday life. Despite the advancements in voice solutions, many companies have not updated their IVRs. Customer Service expectations are increasing.
Outsource Consultants
JULY 24, 2018
A recent article by Howard Lax makes a “radical” statement…customer experience isn’t everything when it comes to business success. There have been many companies that had great customer experience, but they still went out of business while those “inferior” with CX kept going. Sometimes there are external factors that a business can’t control causing issues with revenue, and sometimes it’s as simple as competitors offering extremely low prices.
Liveops
JULY 24, 2018
How to detect and prevent omnichannel failures. When call centers live and die by the customer experience, the rise of “omnichannel”—or any other hotly debated customer experience issue—deserves due consideration. What omnichannel is is a multifaceted way for customers to interact with companies, often through whatever medium suits them best. What omnichannel isn’t is a magic bullet, a simple implementation, or a solution to the same woes that have plagued traditional call centers for decades.
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.
Aspect
JULY 24, 2018
Contact centers that understand the tremendous benefits to be had from advanced analytics will likely be the same ones that lead the pack in introducing Artificial Intelligence into the contact center. How could it be any other way? The likelihood of introducing AI is all about innovative culture, realizing the value of data and the conclusions you can draw from it, ease of data integration with legacy systems, etc.
Andrew Mcfarland
JULY 24, 2018
What happens when you fail to feed your teams’ soul? How much more engaged would your team be if you led them by providing better feedback? This post shows how the right kind of feedback can improve your business. For.
Robert Davis
JULY 24, 2018
By Brad Baumunk , President and COO, Robert C. Davis and Associates. Coaching is a critical part of growth in all aspects of life. For example, as an avid triathlete, I have employed various coaches over the last 10 years to improve my swimming, biking, running and overall performance. In my situation as a triathlete and in your contact center, all coaching is not created equally.
Kristina Evey
JULY 24, 2018
Shownotes… Unless we understand empathy, it’s expression will always seem as “a mask” and not genuine. Lifeless, automated, and robotic responses kill the Customer Experience. Empathy drives connection in relationships. Empathy is the art of understanding and acknowledging a customer’s feelings and needs before trying to find a solution that meets them.
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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.
Relay Blog
JULY 24, 2018
No one enjoys getting tossed around like a hot potato when they call customer support. The post Collaborative Support 101: Engaging Multiple Providers, Partners, & Vendors to Deliver Seamless Customer Support appeared first on Relay.
USAN
JULY 24, 2018
USAN’s solution gives customers the ability to quickly connect Dialogflow Enterprise Edition to existing corporate telephony networks leveraging Google Cloud Platform and Kubernetes. Atlanta, GA, [July 24 th , 2018] —USAN, a cloud customer experience technology company, today announced it is introducing a commercial Kubernetes application to all users of the Google Cloud Platform Marketplace.
Rant And Rave
JULY 24, 2018
The robots are coming. We watch those mildly terrifying Boston Dynamics videos in which droid dogs try to open doors. We listen to tech giants like Elon Musk tell us that AI is potentially more dangerous than nuclear warheads.
Robert C. Davis and Associates
JULY 24, 2018
By Brad Baumunk , President and COO, Robert C. Davis and Associates. Coaching is a critical part of growth in all aspects of life. For example, as an avid triathlete, I have employed various coaches over the last 10 years to improve my swimming, biking, running and overall performance. In my situation as a triathlete and in your contact center, all coaching is not created equally.
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!
Help Scout
JULY 24, 2018
The difference between customer support and customer success has sparked a number of lively discussions. The roles share similar skill sets and goals, but they implement different approaches. Customer Support teams resolve product-related issues and educate the customer about how the product works. They work with other operational teams like Engineering and Product to improve existing features while gathering customer feedback for upcoming release cycles.
Jon Arnold
JULY 24, 2018
My last blog post was for an upcoming webinar with Ziff Davis/Toolbox.com, but I'm doing another one with them before that. This one has come together on a shorter timetable, but it's another topic I think you'll find of interest. It's also a Ziff Davis/Toolbox.com event, but this time with a sponsor - Jive Software. That name should still register for collaboration followers, but about a year ago, the company was acquired by Aurea.
Help Scout
JULY 24, 2018
Is customer service part of the customer experience? Or is customer experience what happens when someone receives customer service? Are they the same thing? The terms “customer service” and “customer experience” are often confused or used interchangeably. They’re not the same thing, but they are related. The difference between customer service and customer experience is that while customer service is one piece of the puzzle — focused on human interaction and directly supporting customers — custo
Brad Cleveland Blog
JULY 24, 2018
Sometimes within an organization, there’s resistance to quality standards. Why is that? They’re a good thing, right? Dig a little deeper, and we’ve found there are several common misconceptions that can hamper their development and use. This video from my … Continue reading → The post Common Misconceptions of Customer Service Quality Standards appeared first on Brad Cleveland.
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
Help Scout
JULY 24, 2018
Understanding the difference between customer service and customer support can be a challenge. At first glance, customer service and customer support seem similar. Both fields involve helping customers. They use similar tools like email, chat and phone to communicate. They employ similar skills like active listening and empathy to increase customer satisfaction.
Brad Cleveland Blog
JULY 24, 2018
Sometimes within an organization, there’s resistance to quality standards. Why is that? They’re a good thing, right? Dig a little deeper, and we’ve found there are several common misconceptions that can hamper their development and use. This video from my recent Lynda.
GetFeedback
JULY 24, 2018
Today, customers can interact with companies in more ways than ever, across unique channels, devices, and time zones. A customer might see a company’s ad, visit their website, browse their products, read customer reviews, and go on their way—all without speaking to a single human. While technology and automation have unquestionably improved our lives, they’ve also made the modern customer experience much noisier.
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