CX Global Media
MARCH 27, 2018
From a customer effort standpoint, you’re blind. Your biggest source of insight data is not visible. It’s estimated that as much as 80% of the world’s data is locked up in the voice conversation. For many organizations with prominent contact center operations their percentage of data that is locked-up and invisible is even higher. The problem.
Myra Golden Media
MARCH 27, 2018
I just finished recording a fully customized 14-module video course for a new client. My client’s biggest challenge was how to navigate through complex calls, like situations with ramblers and challenging customers. One of the strategies I prepared for my client’s customized training is 4 Things You Can Do To Help Your Customers Cut to the Point.
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Contact Center Pipeline
MARCH 27, 2018
The call center industry has one of the highest attrition rates in the world, and it is not a surprise. After all, who would not get burnt out listening to customer complaints and frustrations for the most part of the work day? The problem is that companies view this as something normal. Employees come and […].
Customer Guru
MARCH 27, 2018
Written by Vivek Jaiswal | Co-founder, Customer Guru. What are the three most critical things an organization should do to achieve sustained customer experience improvement? I am regularly asked about the top three things an organization should implement in order to improve customer experience sustainably. The answer isn’t simple because improving customer experience takes time and there is no shortcut to it.
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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.
Olympia Consulting
MARCH 27, 2018
It is estimated that most organizations spend up to 25% of their collective effort on re-work, or fixing things that were not done correctly the first time. Poor product or service quality is one of the top 10 customer turnoffs and a key reason why many customers decide to take their business elsewhere. When I … The post Top Ten Customer Turnoffs: “Poor Product or Service Quality” appeared first on Olympia Consulting.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Fonolo
MARCH 27, 2018
Last week, Fonolo hosted an insightful live discussion on how the new Twilio / Amazon “stack” will impact call center technology decisions moving forward. This expert panel discussed the unexpected power couple, the impact on call center innovation, and so much more! To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.
ijgolding
MARCH 27, 2018
As the launch of my first book get’s ever closer to becoming a reality, my level of personal excitement is almost at its peak!! However, I would never have got to the point of being on the brink of achieving my ambition without the support of many people. A significant amount of support came via my crowdfunding campaign on Kickstarter. I feel genuinely blessed that so many people believed in what I am doing enough to pledge their support to make my dream come true.
Mindtouch
MARCH 27, 2018
The term silo brings to mind tall cylinders on a farmstead, each one filled with grain. It’s an apt metaphor for the way help content is sometimes created and disseminated to customers. Different types of product documentation stored in different, hard-to-find places. Knowledge base articles here, product training there— content silos , as they’re often referred to.
Aspect
MARCH 27, 2018
I was due in Charleston last week to spend some time with my favorite people, Executives in The Know (EITK), for their Customer Response Summit. The reason I adore this conference is because it is truly all about sharing customer successes, helping each other, learning from failure and being willing to collaborate openly to change the customer care industry for the betterment of all customers.
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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
NICE inContact
MARCH 27, 2018
A major conversational shift around artificial intelligence (AI) occurred in 2017. For the first time, AI was considered leading edge for a wide range of business applications – and no longer “bleeding edge.” Some pundits are fearful that AI will replace certain groups of employees entirely. While the jury is still out on that concern, contact centers and their agents will experience a significant boost in productivity and their ability to deliver exceptional customer experiences through AI.
Sampson Lee
MARCH 27, 2018
Why is there a high failure rate of customer experience (CX) initiatives? And why do most CEOs not buy into CX? Because CX professionals and companies are not practicing a Real CX. Conventional and Real CX in a Nutshell Many CX professionals currently assess customer experience through the lens of biased ‘service’, and are becoming […].
Toister Performance Solutions
MARCH 27, 2018
Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Self-service technology is everywhere these days. In Champaign, Illinois, you can go to the public library and check out a book from a self-service kiosk.
Taylor Reach Group
MARCH 27, 2018
Newsletter. Contact centers, customer service and customer experience: news, views and how to's. Inside this issue: Call Center, Contact Center and Customer Experience Events - April 2018. 3 Key Factors for Successful Quality Assurance. Customer Experience is Driving the Need for Ethnographic Research to Understand Why Customers Do What They Do. Leading by Example: What our Supervisors Need to Know.
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.
Kristina Evey
MARCH 27, 2018
More Customer Effort Drives Customers Away. C-Suite – Question for you : I’ll never tell you NOT to delight your customers, but what would happen if you focus MORE on reducing the EFFORT your customers have to make when working with you? It goes back to the premise of the Customer Experience being more impactful when you deliver what was promised without the customer having to worry or perform any of your responsibilities.
Customer Experience Matters
MARCH 27, 2018
We just published a Temkin Group report, State of the CX Profession, 2018. This is the fifth year that we’ve examined the roles of CX professionals and the third year that we’ve done a compensation study. Here’s the executive summary: To understand the mindset and roles of customer experience professionals today, we surveyed 221 CX professionals and then compared their responses to similar studies we’ve conducted over the previous six years.
CSM Magazine
MARCH 27, 2018
Shep Hyken looks at some of the most common words and phrases that are guaranteed to get customers rattled. You have a problem. You call the phone number listed on the company’s website. You wait on hold for what seems much longer than the ten minutes they said you would be holding. You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m sorry, that’s not my department.
ClientSuccess
MARCH 27, 2018
I recently watched a video of Rob Jeppsen , CEO of Xvoyant , explaining how to take a different approach when building out your pre and post sales funnel stages. Many times the process of defining the pre and post sales stages is part of building out a customer journey map or strategy. One of the key takeaways from Jeppsen’s approach is to define what you want the customer to experience along the journey before you define the stage names.
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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.
Rant And Rave
MARCH 27, 2018
Companies spend a great deal of time, effort and money gathering and evaluating mountains of customer data in their increasing desire to optimise the customer experience and maximise customer value.
Infinity
MARCH 27, 2018
Picking the right financial service can be one of the biggest decision a customer makes with their money, especially if it’s tied to a house, car, child, holiday, or another lifelong dream. Truly appreciating this fact is a deeply valuable asset of marketers. The Winning Digital Marketing Financial Services Conference in London featured a tremendously knowledgeable line-up of speakers sharing the latest ideas and best practices across a range of marketing disciplines.
Ann Michaels and Associates
MARCH 27, 2018
Why is it that negative comments on social media always generate more interest than positive ones? You know what they say, misery loves company! It is imperative for businesses to have a plan in place to respond to complaints in the right way and via the right channel. Social media has become a customer service venue for your customers. Customers are flocking to the platforms where they know they’ll be heard and, more importantly, where they know they’ll get a response.
Jon Arnold
MARCH 27, 2018
One of the benefits of being at major industry events is the media presence, and analysts are often cited as sources in their coverage. Like all analysts, I have my hot streaks, and I've been on a good run following Enterprise Connect. Since then, I've been cited as a source in the following writeups, as well as a full length guest post that was written earlier.
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!
CSM Magazine
MARCH 27, 2018
Miller Homes is delighted to have achieved five stars for customer satisfaction in the Home Builders Federation (HBF) National New Home Customer Satisfaction Survey. This is the sixth time in seven years that the leading homebuilder has achieved five stars in the independent survey, which was launched by the HBF to provide a guide for homebuyers in making purchasing decisions and to encourage high levels of service within the industry.
Solvvy
MARCH 27, 2018
The post Building Ethics Into Your AI Strategy appeared first on Solvvy.
EPIC Connections
MARCH 27, 2018
The contact center industry is known for its constant hum of change punctuated by the rapid fire of new technology and a revolving door of providers. When I started EPIC Connections in my home office in 2003, I knew perseverance would be the first requirement for establishing an organization that builds value for their clients. Fifteen years later, our company is a notable industry mainstay whose team of veteran consultants continuously turn that hum into a harmonious soundscape that delivers su
Verint
MARCH 27, 2018
Engage18: On The Inside. The tallest cowboy in Dallas. Big Tex is a 55-foot statue of a cowboy that sports denim jeans, a plaid shirt, and of course, an awesome 95-gallon cowboy hat and a pair of high-stepping size 96 cowboy boots. Big Tex is designed to speak, turn his head, and wave his hands. He weighs an impressive 25,000 pounds and can maintain his big smile even when hit with winds up to 100 miles per hour.
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
ShepHyken
MARCH 27, 2018
Stop Losing Customers, Start Creating Loyalty. How can accountability create Moments of Magic ® ? Shep Hyken sits down with Joey Coleman to discuss how to “Never Lose a Customer,” which happens to be the title of his amazing book. Transform a single sale into a lifetime of loyalty. ? ?. . Top Takeaways: Joey’s greatest insight is that regardless of the industry, somewhere between 20% and 70% of new customers will quit doing business with you before reaching the 100-day anniversary of becoming
Vonage
MARCH 27, 2018
A customer’s interaction with a brand evokes strong emotions that can have a lasting impact on the business – for better or worse. Brands that get this right and create customer experiences that drive positive emotions dramatically outperform those that get it wrong in retention, revenue and even stock price growth. So, what’s their secret? And how can other businesses follow suit to successfully harness the power of emotion in their customer experience strategies?
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