Beyond Philosophy

OCTOBER 30, 2017

Would you like to learn golf from a hall of famer? How about baking some French macarons at Le Cordon Bleu in Paris? Hotel chains, worried about competition from Airbnb , are rolling out these and other special experiences for their best rewards customers. Marriott’s master class program currently offers a chance to skipper an America’s Cup yacht in San Diego, and past offerings have included a clinic with an NBA star and golf lessons with a hall of famer.

Consulting 319

Consulting Consulting Customer Experience Marketing 319

Call Center Weekly

OCTOBER 30, 2017

By Sean Hawkins Two of the common reasons I hear regarding a lack of agent training, are no money and no time. This answer is unacceptable simply because there are many alternative methods of training and development available. As I work in a small sized contact center, I am dealing with a smaller budget and fewer resources. As a result, creativity is my best friends.

Government 240

Government Contact Center Consulting Consulting 240

Customer Experience Matters

OCTOBER 30, 2017

CVS made an offer to buy Aetna for more than $66 billion. While there may be a lot of value in a combined company’s increase in power in drug distribution, what might this healthcare vertical integration mean for customer experience? My take: CVS and Aetna have totally different relationships with consumers. One lures in consumers for individual retail transactions and an intermittent set of pharmacy interactions, while the other has an annual contractual relationship that often deals with

Healthcare 100

Healthcare Customer Experience 100

Comm100

OCTOBER 30, 2017

Christmas is coming, and in the spirit of the season of giving, it’s a great time to show your customers how much you care about them with a gift or token of your appreciation. While it’s a wonderful thing to try to show you care, too many businesses miss the mark by buying gifts for customers that are boring, bland or thoughtless – think corporate personalized pens, coffee mugs or gift cards.

Morale 83

Morale Personalization Customer Service Accountability 83

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.

Amity

OCTOBER 30, 2017

A QBR is a formal meeting during which CSMs and Customers review goals, formulate a forward plan, and agree on action items that will drive success. For more insights around Quarterly (aka Executive ) Business Review mistakes and how to avoid them, read our full expert roundup. Let's take a look at the most common and horrific mistakes we're guilty of.

Metrics 63

Metrics 63

CafeX

OCTOBER 30, 2017

Halloween is a great time to decorate, wear a costume, and let your personality (or alter ego) out into the light for a day. It’s also a great opportunity for companies to loosen up the day-to-day business atmosphere, encourage employees to have fun, and boost morale.

Morale 54

Morale Personalization 54

ShepHyken

OCTOBER 30, 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. 4 Steps to Enhancing the Customer Experience with Social Media by Alison Zeringue. (Marketing Land) Social media marketing isn’t just about winning followers.

Customer Service 59

Customer Service Marketing Customer Experience Technology 59

InTheChat

OCTOBER 30, 2017

Ghoulish spectres haunt every company: the ghosts of old technologies and systems. The past hangs onto the contact center like a residue, affecting daily operations and steering your company toward the dark side. Often this environment is ripe. The post Contact Center Ghosts, Monsters, and other Terrors appeared first on InTheChat.

Contact Center 48

Contact Center Technology 48

Waterfield Technologies

OCTOBER 30, 2017

Despite the fact that Artificial Intelligence (AI) has become a household term over the last few years, studies show that there is still a widespread sense of trepidation around the […]. The post Trust and Artificial Intelligence appeared first on Waterfield Technologies.

Technology 40

Technology 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

Talkdesk

OCTOBER 30, 2017

Industry disruption doesn’t happen by adhering to the status quo. Progress isn’t made when you play the game by the same unspoken rules as everyone else. There’s always a moment that comes right before a breakthrough when someone in the room dares to say “This might be a crazy idea …”. The contact center space has been stagnant for decades. Despite the rapid evolution of consumer technology (and consumer expectations), the experience customers have when they call into a contact center is still t

Contact Center 40

Contact Center industry standards Self service Accountability 40

Jon Arnold

OCTOBER 30, 2017

The month has zoomed by, and the BC Summit was one of four events I attended and/or spoke at in October. Am glad to be done travelling for a while, but the BC Summit kicked the month off on a strong note. As always, the mix of content was strong, and there was something for everyone. Highlights have been posted already in written form, but we did a podcast as well, and it's finally been prepared for posting.

40

40

Verint

OCTOBER 30, 2017

Top 5 Best Practices for Extending WFO Beyond the Contact Center. November 9; Online Webinar. Verint’s Craig Seebach, vice president, workforce optimization strategy, will present this content at 11 a.m. ET. The contact center is often just the start of the customer’s journey. After the order or inquiry is received, the work is executed in back-office processing areas that often lack the solutions and processes to maximize performance and meet ever-growing speed and accuracy customer expectation

Contact Center 6

Contact Center Self service Best practices Coaching 6

Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base. Many management mistakes come about from an effort to do the right thing and with the right intentions , but they either were not carried through correctly, or they were incorrectly implemented right from

Best practices 44

Best practices Contact Center Management outsourcing 44

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

Lumoa

OCTOBER 30, 2017

We talk every day with companies of different sizes operating in different industries. Most of them measure customer experience with some widely used metric – most commonly Net Promoter Score. But there are still some companies who don’t measure customer experience at all. These companies can be of any size. Many of them are B2B companies but some of them are B2C companies.

Metrics 81

Metrics Customer Experience B2C B2B 81