Beyond Philosophy
MAY 10, 2017
If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. But how can I be loyal to Florida grocer Publix and also their competitor Winn-Dixie? Can I be loyal to American, United and Delta? To Starbucks and the coffee shop down the street?
ShepHyken
MAY 10, 2017
I recently checked into a hotel in Chicago. The front desk clerk was so enthusiastic. Upon checking me in she stated, “I’ve put you in the best available room.” I was only there for one night, so I thought she was upgrading me. To match her enthusiasm, I responded, “I bet that room has a view of the ocean and the beach!” Of course, there’s no ocean or beach in Chicago.
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Contact Center Pipeline
MAY 10, 2017
Choosing a new contact center solution is a big investment that will affect your everyday operations and the experience you provide to your customers. With that on the line, deciding on a new solution is no easy task. Whether you’re looking to cut costs, upgrade to newer technology or improve agent productivity, there are many […].
PeopleMetrics
MAY 10, 2017
From business books to classic literature, much has been written about the necessity of visualizing your destination and defining your target. Take, for example, this classic back-and-forth between Alice and the Cheshire Cat: If you're trying to achieve growth for your bank, it should come as no surprise that you need to set clear goals for improving customer experience.
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Amity
MAY 10, 2017
A wise mentor of mine told me years ago: “Don’t expect what you don’t inspect.” His point was that it’s not enough to set goals, objectives, and targets for a team - it’s also necessary to measure how you’re doing against what you’ve planned and communicated. If you can’t measure your team, how do you know if you’re making progress?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CX Journey
MAY 10, 2017
Image courtesy of Pixabay What motivates you to go to work every morning? What drives you to do good work every day? What motivates you to want to work for your employer every day? What are the things that your manager and your executives do that encourage you to work hard for them every day? What motivates your staff? Do you even know? Have they ever shared with you what their motivators are?
Robert Davis
MAY 10, 2017
By Lisa Pustelak , RCDA Senior Consultant. It’s the last day of the month, and as a bonus, it’s also the end of the quarter. You are not a quitter, so you are still trying to figure out how to come up with a miracle to hit all your metric goals to avoid “the talk” once again. You know at some point if the numbers don’t change, the talk will change, and you will be on the unemployment line.
Connecting the Dots
MAY 10, 2017
CCMC ~. In this twenty-five minute interview, customer satisfaction industry expert Laura Sikorski and author John Goodman discuss the importance of customer surveys and the need to find customers who don’t complain even when they are not satisfied. John asks businesses to differentiate between customer and market research, and he urges businesses to ask customers about problems, to convert survey results into financial implications, and to give feedback to customers who have been surveyed by t
Vonage
MAY 10, 2017
I came across an interesting article recently recapping many of the current themes and trends being discussed in customer experience. The article is ostensibly a recap of Sprinklr’s Digital Transformation Summit , held recently in Nashville. If you’re unfamiliar with Sprinklr — it’s not quite a huge name in enterprise circles yet — it’s a social media management and automation tool that’s gained a lot of traction.
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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
Topdown
MAY 10, 2017
We'll be exhibiting May 10th and 11th at the Blue Cross Blue Shield 2017 National Summit in Orlando, Florida. Our focus will be on how INTOUCH ® , our new cloud-based Customer Communication Management (CCM) solution, improves the health payer plan member experience.
Uniphore
MAY 10, 2017
An increasing number of senior citizens are making use of smartphones when communicating with contact centers. Adopting a visual IVR is the ideal way to make their lives easier and reduce your own costs at the same time. Read More.
Emicen Contact Centers
MAY 10, 2017
Companies are in a transition period. They are recognizing that the key to their success is bridging the gap between their data and how they work. How does it work today? Users still have to hunt around to find the relevant data and figure out what to do next, and then further navigate around in their existing workflows and applications to make an impact.
Connect First
MAY 10, 2017
Here are 5 ideas: The contact center industry is rife with challenges. On any given day you might experience anything from extreme customer meltdowns to actual hardware meltdowns (it’s happened!). The longer you stay in business, however, the more you learn to anticipate the kinds of issues your call center might face. If you haven’t faced any legal challenges yet; that’s great!
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.
Jon Arnold
MAY 10, 2017
It's been a while since the stars have lined up for me to be on a UCStrategies podcast, but we had a good one last week. Building on the updates from the recent Enterprise Connect conference, there was lots to talk about in terms of which companies are driving change in the collaboration space. The podcast has been posted now to the site, and being moderated by Dave Michels, the conversation was never dull.
Verint
MAY 10, 2017
In today’s organizations, the pressure to stay competitive and produce is immense. With the day-to-day work as time-consuming as it is, some employees may need some help putting their daily tasks in the context of enterprise-wide CX strategies. That’s what I discuss in my new blog for Customer Think this month —why it’s important to have middle management embrace CX initiatives.
delighted
MAY 10, 2017
Selecting the precise moment in which to solicit feedback from your customers can have a huge impact on both the quality and quantity of the feedback you receive. Survey too early and your customers may not have a full story to tell. Survey too late, and you lose the raw emotion felt during the experience, as well as those critical details that tend to fade away over time.
USAN
MAY 10, 2017
In the last post , I talked about the Big Buckets. One bucket holds transactional (self-service) events. One contains interactional (live-agent) events. And the third is home to the hybrids: events that are both transactional and interactional. That third bucket—let’s call it the blended bucket—could soon be the biggest bucket as more and more companies adopt an omnichannel approach to customer service, and interactions commonly move from self to assisted service, and even back again.
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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.
ClientSuccess
MAY 10, 2017
Lonnie Mayne is the president of InMoment , a cloud-based customer experience (CX) optimization platform that helps brands leverage customer stories to inform better business decisions, and create more meaningful relationships with their customers. Lonnie kicked off his presentation at the CS100 Summit with sincerity by sharing how InMoment is passionate about a “red shoes” concept, as he calls it.
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