Beyond Philosophy
AUGUST 9, 2017
A Canadian food chain Iq Food Co. is like most of the others. It has an assortment of food choices ranging from snacks to meals and even coffee and tea. But if you want to buy anything at their soon-to-be eleven locations, your money is no good there—quite literally. Iq Food Co. does not take cash. The restaurant’s founder Alan Bekerman said it was one less thing to think about when he made the decision back in February 2016.
Callminer
AUGUST 9, 2017
With energy prices rising, the UK government recently announced an independent review into the total cost of electricity and factors that could be driving up the cost.
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ShepHyken
AUGUST 9, 2017
Your people attend customer service training. They learn techniques and tactics on how to deal with complaining customers, angry customers or customers who just need a little support. They are taught the right answers to some difficult questions. This is what customer service training is all about. But…. What happens when something happens that is outside of the parameters of the training your employees have received?
Contact Center Pipeline
AUGUST 9, 2017
To facilitate more seamless workplace collaboration, many organizations have adopted expansive, unencumbered workspaces, deployed with unified communications (UC) systems. Such a footprint is designed to foster collaboration. Yet it often comes at the cost of the privacy, concentration and efficiency of workers. Such spaces engender distraction and an unprecedented amount of background—a proven deterrent to […].
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Joe Rawlinson
AUGUST 9, 2017
Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent of brands are delivering leading-edge customer experience , while 33.5 percent are delivering average service and 39.6 percent are lagging or falling behind today’s customer service trends.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Aspect
AUGUST 9, 2017
As we announced last week we want to recognize and honor the women in technology who are going above and beyond to help their company be successful and today we are excited to recognize our first Unsung Hero. To understand Vacation Myrtle Beach , you must first understand the driving engine behind its growth. Vacation Myrtle Beach’s customer engagement sales center, Shine Studios, is run by Director of Call Center and Revenue, Kelly Simmons.
ijgolding
AUGUST 9, 2017
A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally. In other words, they ‘understand’ what CX is, but do not necessarily think that there is anything that they or their organisation need to do to continuously improve the way they manage CX and educate their people in INTE
CustomerGauge
AUGUST 9, 2017
Whenever we onboard a new sales person here at CustomerGauge, we have them go through a bit of a ritual: After about a week with the company, they’re asked to present on what they think we do here at the company as well as what they’ve learned so far about the Net Promoter Score® and […]. The post Take a Look in the Mirror—with NPS® SWOT appeared first on CustomerGauge.
Amity
AUGUST 9, 2017
It seems like CSMs have become the cool kids of tech. While professionals everywhere learn of the power of well-executed Customer Success Management, more and more new grads see the industry as an opportunity to have a real impact and jumpstart their careers. Below are 10 blog posts that every new CSM should read to gain in efficiency and better understand the career that’s ahead of them.
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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
ForeSee
AUGUST 9, 2017
Pretty much everyone agrees on this: Millennials don’t find traditional banks very appealing. In fact, the vast majority of Milliennials (71%) would prefer to visit the dentist than a bank. So it’s no wonder that a wave of new fintech apps and services have so easily found the traction that they have. The success of fintech startups has been largely drive by their ability to capitalize on Millennials’ dissatisfaction, allowing consumers to sidestep traditional banking providers if/when their exp
Amity
AUGUST 9, 2017
It seems like CSMs have become the cool kids of tech. While professionals everywhere learn of the power of well-executed Customer Success Management, more and more new grads see the industry as an opportunity to have a real impact and jumpstart their careers. Below are 10 blog posts that every new CSM should read to gain in efficiency and better understand the career that’s ahead of them.
Jon Arnold
AUGUST 9, 2017
If you don't know what I'm getting at with that title, then ask your parents - they'll know. Either way, I'm talking about something very new - and very different - from Plantronics. Building on their rich audio heritage in the headset business, they've come up with a unique approach to making the workplace more conducive to collaboration, but I'm not going to tell you here.
The Center for Client Retention
AUGUST 9, 2017
This week, our #CXExpert is sharing some #WednesdayWisdom on how to keep your best employees afloat in order to retain their loyal customers.
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.
Talkdesk
AUGUST 9, 2017
Today’s customers make important buying decision in split seconds and companies need to utilize real-time contact center reporting to keep up. Talkdesk is perfect for the modern company that is looking to turn these live insights into a competitive edge. Talkdesk Live comes with pre-built reports and also offers the functionality to build custom dashboards based on any company’s needs.
Love Your Customers
AUGUST 9, 2017
Wouldn’t it be great. Wouldn’t it be great if we lived in a world where everything went exactly the way we wanted everyday, with every transaction we touched. Imagine a world where every process was foolproof and worked 100% correctly all the time. A place where every customer got what he or she needed, on time, every time. EERRRRRCCCHHH (Insert sound of needle scratching record).
Verint
AUGUST 9, 2017
Robotic Process Automation (RPA) has historically referred to powerful software robots that can execute work on a virtual desktop or in a back-office server—automatically, around the clock, and without involving human employees. I discussed how robots can help improve work productivity in a previous blog. But did you know this same technology can also be used on your employees’ desktops, helping them do their work more quickly and accurately?
Brad Cleveland Blog
AUGUST 9, 2017
How do you make the most of changing customer expectations and ensure that they are being built into your plans and direction? The following are some important rules of the road: First, ensure that your management team thoroughly understands the … Continue reading → The post Make the Most of Changing Customer Expectations appeared first on Brad Cleveland.
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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.
NICE inContact
AUGUST 9, 2017
I am, by definition, part of the Millennial Generation, although I’m nearly as old as someone can be while still being lumped in with these young whippersnappers. Nonetheless I do relate to a lot of the stereotypes associated with my generation, although I don’t remember getting a trophy when we lost, I think that must have started later. I bought my first cell phone in the year 2000, it was a Nokia 5110 which is the phone that everyone had at the time.
Brad Cleveland Blog
AUGUST 9, 2017
How do you make the most of changing customer expectations and ensure that they are being built into your plans and direction? The following are some important rules of the road: First, ensure that your management team thoroughly understands the 10 basic customer expectations. Post them prominently. And make a habit of considering them when making decisions.
Customer Experience Matters
AUGUST 9, 2017
I hate to break this news to you, but your customers most often interact with your organization because they have to, not because they want to. And when they do connect with you, it’s part of a larger journey that they’re on to achieve something more important than the interaction with you. That’s why it’s critical for organizations to understand and to design experiences for their customers’ journeys.
Brad Cleveland Blog
AUGUST 9, 2017
How do you make the most of changing customer expectations and ensure that they are being built into your plans and direction? The following are some important rules of the road: First, ensure that your management team thoroughly understands the 10 basic customer expectations. Post them prominently. And make a habit of considering them when making decisions.
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!
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