ShepHyken

AUGUST 15, 2017

Jason Bradshaw Explains Wow is Not About Champagne, Caviar, or Fireworks. How can you create the best experiences for your customers? Shep Hyken interviews Jason Bradshaw, the Director of Customer Experience at Volkswagen Group Australia, who believes that you become great by thinking small. First Up: Shep Hyken’s opening comments focus on how you should strive to be number one and deliver the best possible customer service, but your real goal should be ranked in the top tier within your industr

Telecommunications 204

Telecommunications Customer Experience Personalization Customer Service 204

Contact Center Pipeline

AUGUST 15, 2017

I happen to believe there is danger in the comfort zone… and that danger is complacency! In my dictionary, “complacency” is defined simply as “self-satisfaction.” The self-satisfied often reside in their very own “comfort zone,” a place where by definition all is well or by Merriam-Webster as “the level at which one functions with ease […].

Quality management 182

Quality management Contact Center Call Center Management 182

Myra Golden Media

AUGUST 15, 2017

One of the best things about travel for me is going to local restaurants and cafes and enjoying the food. I love tasting the food, seeing the local people and really experiencing the town’s vibe. My amazing brunch at Mesa Verde in Santa Barbara, CA: Potato Latkes: tempeh bacon. avocado. dijon. cornichon. pink lady apple. pea tendril. I read an entire novel sitting here at the beach.

Advertising 136

Advertising Customer Experience Customer Service 136

Influitive

AUGUST 15, 2017

Hi! I’m Victoria LaPlante, Influitive’s new Senior Customer Advocacy Marketing Manager. If you’re an Influitive VIP member, you’ve already met me in our AdvocateHub. I look forward to getting to know you and helping you reach your advocacy program goals. Today, I’d like to share how I discovered the power of advocacy when I led.

Customer advocacy 86

Customer advocacy Marketing Management B2B 86

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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.

Fonolo

AUGUST 15, 2017

Talkdesk rose quickly from humble origins to make big waves in the call center space. Their fast growth has made industry veterans rethink their assumptions. For example, it was thought that the core capabilities of call centers (queuing and routing voice calls at high volume) were “tough” problems to solve. That toughness was supposed to be a barrier against new entrants, but Talkdesk used tools like AWS and Twilio, combined with a large team of off-shore developers, and proved that assumption

B2B 52

B2B Call Center Benchmark Contact Center 52

Toister Performance Solutions

AUGUST 15, 2017

Ugh, not another meeting. It seems like our calendars are full of them. A 2014 study from Fuze found that more than half of us spend at least 13 hours per week in meetings. Most of these meetings seem pretty pointless. That same Fuze study revealed 92 percent of us work on other tasks during meetings, which suggests that whatever we're meeting about isn't too amazing.

Consulting 50

Consulting Consulting Customer Care Customer Service 50

Talkdesk

AUGUST 15, 2017

The contact center is the easiest way to connect two people in a real-time, personal conversation, but companies can use the contact center to connect to more than just their customers. Information from these calls can be used in plenty of other business processes to streamline activities and make more informed decisions. To make the most of that call information, Talkdesk offers 25 contact center integrations with today’s most popular business tools, including Salesforce, Zendesk and Slack.

Contact Center 40

Contact Center Abandon Call Call Logging Call Center 40

CSM Magazine

AUGUST 15, 2017

Banks continue to report that enhancing customer service is their number one priority. Dan Weis, Mobile Product Leader at NCR Corporation explains how a feature-rich app can help accomplish this goal. There was a time when you could walk into a bank and tell the size of its budget based on look and feel alone. Mega-banks would have luxuriously decorated spaces, whereas locally owned branches may not have been as elegantly styled but made up for it with “know your first name” customer service.

Banking 37

Banking Customer Service Finance Wait times 37

LiveChat

AUGUST 15, 2017

Long gone are the days of the old-style chatbots on sites like AOL Messenger. Many of us remember how poorly programs of the past rendered human speech, but in the decades since, live chat has come on leaps and bounds. In fact, some AI programs are so advanced, it can be hard to distinguish them from chatting with a real life human. Read on to see five compelling cases for bringing chatbots and live chat apps into your ecommerce brand.

Chatbots 28

Chatbots Advertising Airlines Upselling 28

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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

Surveys

Verint

AUGUST 15, 2017

Great questions drive most successful endeavors—relationships of all kinds require them. However, great questions also need to be timed well. Asking the right question at the right moment in the customer journey is critical. If you ask people brand-new to your website what they thought of your old website—you risk alienating these potential customers.

Feedback 25

Feedback Customer Experience Surveys Enterprise 25

aircall

AUGUST 15, 2017

What gives your company its competitive advantage? Inside most organizations, the assumed answer still falls into one of these four categories: Superior products. Cheaper prices. Smarter promotions. Better placements. But as marketers debate which of The 4 Ps will deliver their big break, the marketplace is pointing toward an inconvenient truth: Sooner or later, every business will have to compete on customer experience.

Customer Experience 63

Customer Experience Advertising Customer advocacy Morale 63

Altivon

AUGUST 15, 2017

A recent webinar “ RIP Call Centers of Old ” featured three executives discussing their contact center modernization with Sheila McGee-Smith , the renowned senior contact center industry analyst and NoJitter contributor. The format was engaging, with questions and commentary switching between the various participants. No boring slides were employed and the stories were told together across the hour-long event.

Contact Center 40

Contact Center Finance Call Center Analytics 40

Clarabridge

AUGUST 15, 2017

Contact center efficiencies are intrinsically linked to the customer experience your company delivers as a whole. Once you improve the customer experience, you’ll find that your contact center metrics improve too. But the key here is to consolidate customer interaction data in your contact center and use technology to efficiently mine it for insights.

Contact Center 45

Contact Center First call resolution Banking Customer centricity 45

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