Beyond Philosophy

JANUARY 23, 2017

Imagine going on a cruise and having the ship know your every desire – sometimes even before you do. That’s the goal of Carnival Corporation’s new Ocean Medallion technology , a wearable device that will debut on the Regal Princess cruise ship later this year. It follows on the heels of Disney’s MagicBand and a similar device on Royal Caribbean cruises, but it goes even farther in predicting and responding to customer needs and desires.

Technology 344

Technology Big data Customer emotions Consulting 344

ShepHyken

JANUARY 23, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Are You Taking Your Customers For Granted? by Mindi Rosser. (CustomerThink) What does your B2B marketing program have to do with your customer retention strategy?

Customer Service 149

Customer Service Self service Customer retention B2B 149

Steve DiGioia

JANUARY 23, 2017

This original article was written by Steve DiGioia. A week or so ago I was again taking part in my favorite tweet chat, #custserv , hosted by Marsha Collier , Roy Atkinson , Al Hopper and Greg Ortbach that takes place every Tuesday evenings 9pm ET. During the chat I answered a question as you can see below: A7: One of my easiest ways to train junior managers has been to have them "walk in the customer's shoes".

Management 127

Management Customer Service 127

Amity

JANUARY 23, 2017

Yes, you heard correctly. Treat every customer like they are in a subscription model. No matter your industry, your customer’s vertical, or whether you have a product or service, the motto of treating every customer as a subscriber instead of just another account will force you to focus on their success above all else—resulting in loyal customers who are die-hard brand advocates.

Upselling 85

Upselling Self service Customer retention Accountability 85

Advertisement

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.

Calabrio

JANUARY 23, 2017

Customer expectations are high at every stage of the customer lifecycle. In order to stay competitive in today’s crowded market, companies must not only meet those expectations, they must exceed them. Brands must pay close attention to what customers are telling them, both verbally and through their actions, and use that data to inform their response.

Analytics 56

Analytics B2B Sales Contact Center 56

Eptica

JANUARY 23, 2017

Date: Monday, January 23, 2017 Quelle Intelligence Artificielle pour répondre aux enjeux spécifiques du service client ? Published on: January 23, 2017. Author: Olivier Njamfa & Taoufik Massoussi Les technologies cognitives sont des atouts indispensables pour exploiter pleinement les données non structurées du service client, afin d'aider les agents à disposer d’une connaissance clients fine, de fluidifier les conversations et in-fine d’en accroître la qualité.

Finance 48

Finance Self service Technology 48

Service Strategies

JANUARY 23, 2017

On February 2, 1987, Time Magazine’s cover story was titled “Pul-eeze! Will Somebody Help Me? Frustrated American consumers wonder where the service went.” This article painted scenarios of how poor service delivery had become in a multitude of industries such as: banking, airlines, retail, automotive, home services and technology. The article went on further to point out how corporations were facing labor shortage challenges, rising prices and competitive pressures, forcing them to cut costs by

Automotive 40

Automotive Airlines Banking Self service 40

Talkdesk

JANUARY 23, 2017

How many contact center jobs is enough? It’s something that plenty of companies struggle with. On one hand, it’s not acceptable to force customers to wait too long on calls because not enough agents are available. On the other, it doesn’t make sense to have agents sitting idly at their desks. One of the primary roles of a call center supervisor is to determine how many agents are necessary to do the job well.

Contact Center 40

Contact Center Wait times Call Center Customer retention 40

Uniphore

JANUARY 23, 2017

The future of customer service, is no service. It is said that in a few years’ time, about 85% of all customer relationships, customer interactions, will be managed without having to speak to a human. Now we know that today we are far away from that future state because many larger organizations take millions of calls from customers every week and every month in their call centers.

Customer Service 40

Customer Service Call Center Management 40

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

Surveys

Natalie Petouhof

JANUARY 23, 2017

Tweet As companies take on digital transformation for real, they need to consider the people (their skills and backgrounds), the processes (have they made them digital or they still doing things on spreadsheets?) and the technology (to enable the company to be more digitally oriented.). That all sounds easy, but it is only if a company uses a digital business platform that enables an advanced, an easy-to-use workflow and document / content generation automation capability / Workflow and Content

Analytics 40

Analytics Enterprise Service level Technology 40

Talkdesk

JANUARY 23, 2017

How many contact center jobs is enough? It’s something that plenty of companies struggle with. On one hand, it’s not acceptable to force customers to wait too long on calls because not enough agents are available. On the other, it doesn’t make sense to have agents sitting idly at their desks. One of the primary roles of a call center supervisor is to determine how many agents are necessary to do the job well.

Contact Center 40

Contact Center Wait times Call Center Customer retention 40

Uniphore

JANUARY 23, 2017

Perhaps one of the most intriguing findings recently published in the Dimension Data Global Contact Centre Benchmarking Report (GCCBR) is that Customer Experience (Cx) is finally being cited as the primary reason for organizations’ strategic development, investment and deployment of digital channels and solutions. In previous years, cost reduction was the primary motivator.

Benchmark 40

Benchmark Customer Experience 40

CSM Magazine

JANUARY 23, 2017

The prediction business is a tricky business. It is a challenge to separate the signal from the noise when you are looking at the trends that are shaping the market. For me, this challenge is compounded by the rapid pace of innovation in both the core Customer Relationship Management (CRM) space and the adjacent technologies that influence the core.

CRM 40

CRM Analytics Chatbots Technology 40

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

Verint

JANUARY 23, 2017

Verint’s Ryan Hollenbeck recently spoke with Contact Center Pipeline about the art of balancing the digital and human elements of the customer experience. Organizations that strike this balance effectively can offer a broader range of customer service options to meet the needs that stem from constantly evolving customer preferences.

Customer Experience 39

Customer Experience Contact Center Customer Service Feedback 39

Natalie Petouhof

JANUARY 23, 2017

Tweet Disruption surrounds the marketplace. As companies face disruption in their industry, the race to stay ahead of or beat the competition is quickening. Software is one of the ways companies competitively automate, manage and analyze business processes, data and content and scale operations. And to successfully compete in this increasingly digital world, enterprises need to transform slow, error-prone operations from manual, analog processes to automated digital workflows and document genera

SaaS 40

SaaS Enterprise Analytics Finance 40