ShepHyken
NOVEMBER 29, 2017
“It’s Showtime!” Those are typically the words you hear right before hitting the stage or when the cameras start to roll in the studio. However, for John Lewis , a high-end retail department store in the UK, the retail floor is the stage and the employees are the actors. John Lewis is providing 322 employees , whom they refer to as “partners,” acting lessons at The Oxford Playhouse to help “teach them the art of outstanding service.
Contact Center Pipeline
NOVEMBER 29, 2017
Skills-based Routing (SBR) is a feature found on any ACD today, and it’s been around for over 30 years. It is so common, in fact, that it’s become an afterthought when purchasing a contact center phone system: Auto attendant? Check. On-hold messaging? Check. Skills-based routing? Check. Hold on a second. That checkmark next to SBR […].
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Call Center Weekly
NOVEMBER 29, 2017
What is the most important role of the Chief Customer Officer? In my mind, there three important areas for the Chief Customer Officer to focus on: culture, systems and customer advocacy. When it comes to the culture, either the company is completely customer focused or it’s not. That begins with culture. It’s how employees are hired and trained, and how the vision or mission is created or changed to reflect a customer-focused philosophy.
Customer Service Life
NOVEMBER 29, 2017
Yay for episode #39. In this one we welcome Debi Mongan , Founder of The Mindful Call Center. This one is an absolute treat because Debi is a total expert when it comes to mindfulness and emotional intelligence. These concepts and skills can make a huge difference in contact centers and in the lives of agents. Tune in and be inspired. Here are the questions for the episode: Icebreaker Question: How do you incorporate mindfulness into your daily life, especially around the crazy holiday season?
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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
Kayako
NOVEMBER 29, 2017
We all know that emotionally, people don’t respond well to “no.” As customers we hate it, so why would you straight up say “no” to a customer request? A by-product of saying “no” is that it often results in lengthy conversations, anger, and escalations. These conversations drag on for longer than they have to and get more people involved than needed.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Kristina Evey
NOVEMBER 29, 2017
Consistency is key in many things… but I’m hard pressed to find an area as impactful as the Customer Experience. Consider the successful consistency in the branding experience of McDonald’s. Anywhere in the world that you want into a McDonald’s, you’ll quickly notice the same theme, colors, food, overall service, etc. I believe it is also fairly safe to assume that when they open a new McDonald’s franchise, they hit the ground running with knowing how many st
ijgolding
NOVEMBER 29, 2017
In last month’s column, I asked the question, ‘Are you a Leader or a Follower?’ The question was a precursor to defining why Customer Experience needs good, strong leadership. You will need to read the article to determine if you agree! This month, I want to ask three connected but altogether different questions: What do you do if the organisation you work for or with does NOT have strong customer focused leadership?
CSM Magazine
NOVEMBER 29, 2017
Kristina Evey reveals the one thing we must keep in mind when designing the customer experience. We make decisions every day, every hour, about how to run our business – how to make it better, how to make it more efficient, how to motivate our staff, how to increase revenue, how to cut costs, etc. The daily decisions are endless. But – there is one thing that is seldom considered in these decisions.
PeopleMetrics
NOVEMBER 29, 2017
Let me begin by saying that I am one of the biggest pomegranate promoters there is, but this article is not about the innumerous health benefits and my love for the superfood. This is about customer experience. Me with a huge bowl of pomegranate seeds. Om nom nom. I recently stopped by Target to buy a couple of frisbee golf discs and naturally found myself distracted by the bounty of pomegranates in the produce section.
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.
Bright Pattern
NOVEMBER 29, 2017
By now most businesses know the importance of investing in the customer-centric approach to the customer experience. Recent research from Customer Contact Week, further emphasizes this. Below are five key takeaways you need to know to improve your Customer Experience.
CafeX
NOVEMBER 29, 2017
The national language of any country is a near and dear, true treasure to its people. And, these days, we don’t have to go far to find someone who’s bilingual or even multi-lingual. CaféX is no exception. Throughout our global employee presence, we speak 25 different languages. Yet, with 50% of CaféX employees based in the vibrant city of Cardiff, Wales in the UK, it’s saddening that only a handful of us actually speak our national language.
CSM Magazine
NOVEMBER 29, 2017
According to a research conducted by McKinsey and Company, 25% of customers will leave after just one bad experience. Most businesses are not designed on big enough margins to sustain this kind of a hit – yet they risk it every day because they believe in their product or service more than their customers’ experience. From my own research and in countless discussions with CEOs and business owners, most leaders focus more effort on strengthening their products or services, not investi
Outsource Consultants
NOVEMBER 29, 2017
In a recent article , Lance Zingale discusses how lasting success for companies requires emphasis on customer lifetime value. In order to boost customer lifetime value, Zingale says that companies need to do the following: 1) Focus on improving every step in the entire customer journey with touchpoint analytics. . 2) Utilize artificial intelligence (AI) to help customers with chatbots and messaging channels. . 3) Maximize machine learning to provide service tailored for the specific needs of c
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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.
CSM Magazine
NOVEMBER 29, 2017
If you want to boost your customer survey response rate there are two important factors to consider. Shep Hyken explains. There is a place I get my car worked on. They do a great job. The repair center’s employees are friendly and knowledgeable. The car always comes back cleaner than when it goes in for service. This is the way business should be done.
Outsource Consultants
NOVEMBER 29, 2017
In a recent article , Nancy Seby discusses how contact centers use cloud software to reduce costs and also as a backup for disaster recovery. Seby discusses the following times when using cloud software can help contact centers with data recovery: 1) Call abandonment due to poor call routing or bad agent allocation during spikes in call volume. . 2) When disasters occur and a technical team would be necessary to work on ACD, CRM, and other systems. . 3) When data becomes lost due to natural or
Eptica
NOVEMBER 29, 2017
Date: Wednesday, November 29, 2017 The changing face of European Customer Experience. Published on: November 29, 2017. Author: Olivier Njamfa How good are European companies at delivering the customer experience that consumers demand? The latest Forrester research paints a mixed picture, with companies in the UK, France and Germany all lagging behind the United States.
NICE inContact
NOVEMBER 29, 2017
As children, my friends and I thought it was fun to ring our neighbor’s doorbell and then hide. We would hide and wait for them come to the door expecting someone to be there. We would snicker from our hiding place watching how frustrated they would get when no one was there. And — for whatever reason — it seemed to get funnier each time, when repeated with the same neighbor over and over again.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
DMG Consulting
NOVEMBER 29, 2017
DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. 11/30/2017. Poised for rapid growth and success, untapped revenue potential in the tens of billions. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report.
NICE inContact
NOVEMBER 29, 2017
As children, my friends and I thought it was fun to ring our neighbor’s doorbell and then hide. We would hide and wait for them come to the door expecting someone to be there. We would snicker from our hiding place watching how frustrated they would get when no one was there. And — for whatever reason — it seemed to get funnier each time, when repeated with the same neighbor over and over again.
The Center for Client Retention
NOVEMBER 29, 2017
With the Holiday Shopping season underway, it is important to recognize that great retail employees are those who naturally care and want to help. Without a desire to provide the best experience for customers, any retail shopping experience will fall flat! #DeepCXThought.
Altitude
NOVEMBER 29, 2017
Every day, start-ups and other innovative businesses are coming up with new business models that highlight how digital transformation is changing sales, marketing and customer service in all industries.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
PanTerra
NOVEMBER 29, 2017
What Is the Cloud? Before we get started, let’s make sure we’re all on the same page about what we mean when we say, “the cloud.” If you haven’t already read our guide—What Is the Cloud? —be sure not to miss it.
CX Journey
NOVEMBER 29, 2017
Image courtesy of Pixabay Are your employees suffering from change fatigue? Not familiar with the term "change fatigue?" I suppose that's probably a good thing! Maybe it's happening, but you're just not aware of it? What is change fatigure ? According to Wikipedia : Organizational change fatigue is a general sense of apathy or passive resignation towards organizational changes by individuals or teams.
AnswerConnect
NOVEMBER 29, 2017
Jennifer lives with her husband Kevin and two young daughters in Mount Airy, North Carolina, near the border with Virginia. Continue Reading → The post Cheering for Remote Work appeared first on AnswerConnect Blog.
ClientSuccess
NOVEMBER 29, 2017
Webinar Details. ClientSuccess hosted Greg Daines, CEO of Client Velocity, for this month’s customer success webinar series. This webinar will become one of your top 10 resources for running effective customer success efforts. The webinar was originally held on Wednesday, December 13th, 2017 at 11:00 am Mountain Time on the topic: 3 Surprising Ideas, 3 Deadly Fallacies, 3 Essential Insights for customer success results.
Speaker: Dave Seaton, CEO of Seaton CX
Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.
Talkdesk
NOVEMBER 29, 2017
As 2017 comes to a close, call centers are busier than ever fielding calls from customers and planning for the new year. To help contact centers make the most of their valuable time and help you avoid digging through all the resources available online, we pulled together a list of five must-see videos to address the hottest contact center topics in 2018 like transforming your contact center and preparing for the insurgence of artificial intelligence.
ClientSuccess
NOVEMBER 29, 2017
Jobs to Be Done Theory. SaaS companies, at their core, are created to deliver products to consumers to meet specific needs or address specific pain points. When a customer buys a SaaS product offering, they are essentially saying, “We believe this product can help us meet this need or address this paint point.” Clay Christensen, author of Competing Against Luck , presents this a little differently, calling it the “Jobs to be Done Theory.”.
CSM Magazine
NOVEMBER 29, 2017
The largest global customer contact series is coming to Glasgow! Building on the heritage of organising the largest and most popular global CCW event in the past 18 years, Europe’s flagship Customer Contact Week returns to the UK next March. Capitalising on a strong foothold in Europe’s customer contact community 2018 will be bigger, more innovative and interactive than ever before.
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