Steve DiGioia

DECEMBER 4, 2017

do you still care about customer service or is it all about the money This original article was written by Steve DiGioia. Being in the hospitality business for over 20 years, I have seen some of the best and worst at their trade. But the dining experience sure has changed…. From the hardworking, studious college kid that was very driven and worked as a waiter 6-days a week to put himself through school; the gravelly-voiced divorced mom of 4 grown kids that needed to pay her bills and get her lif

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Customer Service 178

Contact Center Pipeline

DECEMBER 4, 2017

As the year draws to a close, I extend wishes to you and your loved ones for the happiest of holidays and a very Happy New Year. I truly appreciate all of our subscribers, sponsors, contributors and the Pipeline staff for making 2017 a successful year. Thank you! I can hardly believe we are celebrating […].

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Contact Center Call Center 0

Branch Mesenger

DECEMBER 4, 2017

In this post of the Structural Precast series I would like to touch upon the topic of segmentation of precast walls. Segmentation of precast walls can be done automatically or manually. Before we run the automatic segmentation we should check and adjust the Configuration Settings. The Configuration settings can be imported or exported via XML files to easily share the rules across several users, working on the same or different projects.

Transportation 118

Transportation 118

ijgolding

DECEMBER 4, 2017

The whole idea of the Net Promoter Score (NPS) is based around asking customers the question ‘How likely is it that you would recommend our company/product/service to a friend or colleague?’ and proposing to them a variety of response options based on a zero to ten scale. In the years since its introduction, NPS has become used all over the world and few organisations fail to ask their customers this question in one form or another at some point in the organisation/customer interaction.

Metrics 102

Metrics Airlines Benchmark Feedback 102

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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.

VocalCom

DECEMBER 4, 2017

While artificial intelligence may not be new, its growing significance to the customer experience certainly is. In the past few years, many companies have recognized the power of AI for revolutionizing the sales and customer service processes. Intelligent assistants and chat bots are helping customers with tasks ranging from checking the weather to purchasing items online.

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Sales Contact center software Self service Contact Center 0

8x8

DECEMBER 4, 2017

This is the first in a three-part series on developing an effective customer experience strategy. I once worked as a customer service representative (“CSR” or “Agent”). The on-boarding process included an aptitude test, interviews and a multi-week training course that covered company policies, business process and handling customer communications. CSRs were expected to handle telephone calls and customer correspondence with accuracy and care.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

Stafford Communications

DECEMBER 4, 2017

Return to the Basics: 5 Tips on How to be Productive, From the Mind of a Millennial. How to be Productive. Productivity – the art of getting things done – is the Holy Grail in business. Having worked in HR and recruiting for the past four years, I can tell you without a doubt it’s a key driver of hiring (and firing) decisions … and at or near the top of every company’s priority list for learning and development.

Healthcare 53

Healthcare Call Center Consulting Consulting 53

8x8

DECEMBER 4, 2017

This is the first in a three-part series on developing an effective customer experience strategy. I once worked as a customer service representative (“CSR” or “Agent”). The on-boarding process included an aptitude test, interviews and a multi-week training course that covered company policies, business process and handling customer communications. CSRs were expected to handle telephone calls and customer correspondence with accuracy and care.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

Jon Arnold

DECEMBER 4, 2017

Another busy month, and while my public writing output was on the light side, other things are helping keep my plate full. Here's a digest of my November posts that may still be of interest if you didn't see them before. Will AI Become Like Organic Food? , UCStrategies, Nov. 30 Can AI Really Improve Collaboration? , Toolbox.com, Nov. 29 How do you Measure Collaboration ROI?

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Contact Center 0

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

8x8

DECEMBER 4, 2017

This is the first in a three-part series on developing an effective customer experience strategy. I once worked as a customer service representative (“CSR” or “Agent”). The on-boarding process included an aptitude test, interviews and a multi-week training course that covered company policies, business process and handling customer communications. CSRs were expected to handle telephone calls and customer correspondence with accuracy and care.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

Topdown

DECEMBER 4, 2017

Top business book reads from MBO Partners.

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LiveChat

DECEMBER 4, 2017

A long time ago, entrepreneurs were struggling to provide buyers with high-quality products and reasonable prices. While these elements of the business are still very relevant, they are gradually losing the race against customer satisfaction. Namely, recent surveys revealed that consumer experience will become the most important brand differentiator by 2020.

Surveys 28

Surveys Feedback Sales Marketing 28

Verint

DECEMBER 4, 2017

The Automation Innovation Conference. December 5-6; New York City. Verint’s Craig Seebach, vice president, enterprise workforce optimization strategy, will participate in a panel discussion titled “Building a Comprehensive Business Case for Automation and AI” at 1:35 p.m. ET on the 5th that will offer attendees experiences and lessons on how to create a comprehensive business case for future automation, AI, and cognitive computing investments.

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Enterprise Customer Service Customer Experience 25

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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.

Self service

Beyond Philosophy

DECEMBER 4, 2017

I have two internet service providers, one at my home in Florida and one at my home in the U.K. Both have dragged me through long bouts of customer service purgatory , with missed appointments, lousy modems and just a general “we don’t care about you” mentality. So when I heard that U.S. Federal Communications Commission chairman Ajit Pai proposed eliminating net neutrality rules , my first thought was that my customer experience in Florida is about to get even worse.

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Customer centricity Consulting Consulting Customer Experience 258

Customer Experience Matters

DECEMBER 4, 2017

If you like customer experience and visualizations, then you should enjoy this collection of CX infographics that we’ve published over the last year or so. Each of the infographics can be downloaded as a traditional infographic, or in the form of an 18″ x 24″ poster. Here are some of our most recent infographics: The Ultimate CX Infographic, 2017 6 Levers For Executive Commitment to CX The Power of Customer Journey Thinking The Human Conversational Model The Four CX Core Comp

Customer Experience 16

Customer Experience 16

Avaya

DECEMBER 4, 2017

It’s that time of year again! It’s when an Avaya industry-leading contact center solution is put to its ultimate test. Every day, Avaya contact center solutions handle millions of customer calls, web chats, and texts around the world. But each December, Avaya technology must support a flood of calls to the “NORAD Tracks Santa” hotline, which is deployed by the NORAD Operations Center at Peterson Air Force Base in Colorado Springs, Colorado.

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Contact Center contact center solutions Interactive Voice Response Big data 69

ShepHyken

DECEMBER 4, 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. Rethinking Federal Customer Experience by Frank Konkel. (Nextgov) This eBook looks at how agencies are baking customer experience into their missions.

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Customer Service Government Customer emotions Marketing 0

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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