Beyond Philosophy

FEBRUARY 15, 2017

Childhood bullying gets a lot of attention these days, but bullying and other bad behavior can be just as destructive in the workplace as on the playground. Over the years, I’ve seen people with poor social and interpersonal skills unnecessarily make life miserable – not just for themselves, but for everyone else in the workplace. For managers and executives, poor relationships with employees and customers are one of the surest ways to undermine any efforts to create a positive customer experien

Construction 382

Construction Consulting Consulting Education 382

ShepHyken

FEBRUARY 15, 2017

What does it mean to be a customer-centric company? That seems to be the question of the week. It started off with one of our subscribers emailing in the question, followed by two reporters wanting my take on this now-popular phrase for their interviews. If you Google the words customer centric (or centricity ), you will find many definitions from different sources that are all very similar.

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Customer centricity Customer Service 225

Callminer

FEBRUARY 15, 2017

There are three common mistakes that most businesses are making when relying on software that offers natural language processing.

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Contact Center Pipeline

FEBRUARY 15, 2017

Twenty years ago, I was standing on a loading dock directing the two trucks transporting our new ACD phone system into the building. Ours was an 800-seat center—so, 400 seats per truck, for those of you who are mathematically inclined. Yesterday, I went out to the app store and downloaded an ACD—the entire 800-seat phone […].

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Transportation Contact Center Call Center Technology 100

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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.

Callminer

FEBRUARY 15, 2017

Sales and collections agents use call flows frequently - but all contact center agents can also benefit from ideal call flows.

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Call flow Scripts Call Center Contact Center 182

Joe Rawlinson

FEBRUARY 15, 2017

While there are plenty of positives to owning an online store — for example, less overhead and a more flexible schedule — there can also be some challenges. In fact, it may be difficult right away to understand how your customers feel about their overall online shopping experience. Whereas in a traditional storefront you can get a true sense of customer expectations through face-to-face interactions, in the online world you really only know your customers by their name, address and credit card n

Interactive Voice Response 74

Interactive Voice Response Cloud contact Contact Center Surveys 74

Amity

FEBRUARY 15, 2017

“You want us to do what?” Who here has openly said this or had this run through their head when your manager proposed a new process that would essentially add more work to your already busy day? Don’t deny it – I know you’ve done this. I have done it as well and have been at the front of the room when someone on my team has said this to me.

Benchmark 65

Benchmark Management Surveys Accountability 65

GetFeedback

FEBRUARY 15, 2017

Salesforce asked more than 2,600 customer service professionals how they're responding to higher customer demands. Here are 5 takeaways from their report.

Customer Service 60

Customer Service 60

Genroe

FEBRUARY 15, 2017

I’ve created a free Excel spreadsheet with the NPS calculation already included. Download the NPS spreadsheet In this post we will calculate Net Promoter Score in Excel using the COUNTIF function. Before we do that let’s have a quick review of the formula for NPS. Calculating Net Promoter Score in Excel NPS is calculated using […]. The post How to Calculate Net Promoter Score in Excel, with Downloadable Spreadsheet appeared first on Genroe.

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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

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Topdown

FEBRUARY 15, 2017

Writing for Forbes, customer experience expert Shep Hyken ( @hyken ) gives us Three Ways to Create an Engaging Customer Experience That Drives Sales. Hyken advises, “No matter what type of business you’re in, if you want to take your customer service and experience to another level, take a few lessons from retail and hospitality.” Specifically, he’s talking about how many successful retailers, restaurateurs and hoteliers increase their sales by creating an engaging customer experience through th

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Sales Customer Experience Customer Service 48

Platform28

FEBRUARY 15, 2017

Everyone goes through planning for their customer experience organization. You are answering the typical questions: How do we improve NPS/CSAT? How do we cut AHT/ACW? What will volume be and are we staffed for it? Are we prepared for product updates and training? Too often, planning to solve these issues is done in silos and within the confines of the current system limitations.

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Contact Center Technology Marketing Customer Experience 40

ForeSee

FEBRUARY 15, 2017

We hear it all the time: Today’s CX leaders are constantly looking for better insights to make increasingly complex business decisions. And while Voice of Customer programs are powerful, many. The post ForeSee Priority Index: A powerful tool for prioritizing your CX improvements appeared first on ForeSee.

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Genroe

FEBRUARY 15, 2017

I’ve created a free Excel spreadsheet with the NPS calculation already included. Download the NPS spreadsheet In this post we will calculate Net Promoter Score in Excel using the COUNTIF function. Before we do that let’s have a quick review of the formula for NPS. Calculating Net Promoter Score NPS is calculated using the responses […]. The post How to Calculate Net Promoter Score in Excel, with Downloadable Spreadsheet appeared first on Genroe.

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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.

Customer Experience

Talkdesk

FEBRUARY 15, 2017

As part of our February 2017 product release, we’re thrilled to announce that Callbar can now provide computer telephony integration (CTI) with any integration available in Talkdesk! This update will provide many benefits that were previously only available to users of our major integrations such as Salesforce and Zendesk. Read on to learn more about this exciting release.

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Call Logging CRM call center software Call Center 40

Verint

FEBRUARY 15, 2017

We hear a lot today about employee engagement. But according to the Hay Group, “ engagement alone does not drive employee effectiveness.” Employees also need to be enabled. In other words, employees need to be in the right role and given a supportive environment with no significant barriers to performance.

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Employee engagement Management Coaching 32

Eptica

FEBRUARY 15, 2017

Date: Wednesday, February 15, 2017 Why the future of digital CX requires the death of the ticket. Published on: February 15, 2017. Author: Steve Nattress When companies began using digital channels for customer service , they needed a way of keeping track of every incoming query so that they could ensure that they were handled effectively and responses dispatched in a timely manner.

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Multichannel B2B Technology Personalization 51

Provide Support

FEBRUARY 15, 2017

We all know how frustrating it could be waiting hours for an email reply or being put on hold for over 30 minutes when all you want is to get answer to one simple question about a product or service you purchased. But can you imagine times when customer service meant having to travel long distances to the original store to get a repair? In fact, prior to the dawn of the 20th century, this is exactly how things used to work!

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Customer Service CRM Call Center Technology 57

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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.

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