Beyond Philosophy
APRIL 9, 2018
Honest feedback from your customers is the best way to improve any hiccups in your Customer Experience. Social norms, however, can get right in the way of getting that honest feedback, at least in some instances. Overcoming the obstacle of social norms is a crucial activity for today’s Customer Experience professionals. We have X surefire ways to get your customers to talk.
Call Center Weekly
APRIL 9, 2018
By Chris Truitt Many of us think of business as a complex organism with many moving parts. While this is certainly true, business concepts can be simplified to two main objectives, Customer Acquisition and Retention. Acquiring customers isn't easy and can often be a costly endeavor. Retaining customers is often a matter of listening to your customer's concerns, understanding their needs and putting your business in a position to meet these needs.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
TechSee
APRIL 9, 2018
Visualization and automation are two fundamental innovations that are currently transforming the customer service industry. The team at TechSee is committed to the research and development of these technologies in the domain of customer care. We’ve made significant progress breaking down the customer care process from unboxing and installation through technical support and troubleshooting, with the ultimate goal of creating an autonomous Virtual Technician.
Mindtouch
APRIL 9, 2018
The value of a low-effort web self-service experience cannot be underestimated. Well, it can, but we don’t recommend it. The consequences can be costly. High support case volume and agent burnout. Frustrated, dissatisfied, disloyal customers. Scary stuff. A central part of any good self-service portal is click navigation. If you’ve been following along here the past few months, you know how we feel about good click navigation.
Advertisement
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.
Totango
APRIL 9, 2018
Today, Totango released its Spark Platform to provide customers with proven results quickly. Spark, the next generation customer success platform, guides enterprises through the successful completion of each stage of the customer journey with relevant information, analytics and best practices to help them achieve their business goals faster. Catch Guy’s announcement of Spark at Customer Success Summit on March 5: Spark provides modular units of value, called SuccessBLOCs , which you can use out-
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Monet Software
APRIL 9, 2018
To make customers happy, we have to make sure our employees are happy first. --Zappos If you are lucky enough to be someone’s employer, then you have a moral obligation to make sure people do look forward to coming to work in the morning. --Whole Foods Market You have to be a place that’s more than a paycheck for people. --PF Chang’s Those are quotes from three companies with little in common except for the following: They are very successful, and they recognize the importance of creating a posi
Customer Experience Matters
APRIL 9, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Subway and Popeye’s Louisiana Kitchen for earning the top customer experience ratings in the fast food industry.
Monet Software
APRIL 9, 2018
According to the new report Global Speech Analytics Market , published by KBV research, the international market size for speech analytics technology is expected to reach $2.5 billion by 2023, rising at a market growth of 17%. Why is this happening? At the contact center the answer is obvious: merging call recording with speech analytics can significantly boost lead conversion rates, as well as increase customer retention levels.
iQor
APRIL 9, 2018
Hint: break some rules to create leaders that inspire leaders.
Advertisement
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
Monet Software
APRIL 9, 2018
We’ve often discussed the benefits of workforce management (WFM) in improving schedule adherence at the contact center. The data delivered by WFM boosts the accuracy of forecasts and schedules, while also allowing managers to assess adherence in real-time, and make adjustments as needed so customer service levels are maintained. Many contact centers recognize the importance of adherence.
Up Your Service
APRIL 9, 2018
Congratulations to Fiji Airways for posting a record profit, growing your international network, and achieving the highest customer satisfaction improvement scores. Keep “Working as One to Take the Next Step UP!” Scroll down to the bold section below to see how Fiji Airways is leveraging the power of UP! Your Service to achieve these extraordinary results. ~ ~ ~ ~ ~.
Ann Michaels and Associates
APRIL 9, 2018
Let’s start with the most basic question…What exactly is a Customer Satisfaction Survey? While they can come in many different forms, customer satisfaction surveys are used to gauge how your customers feel about your company or reveal details about an experience with your company. This knowledge is crucial and knowing how your customers feel about your product, services, and team is imperative to understanding how to grow as a company and improve customer experiences.
CSM Magazine
APRIL 9, 2018
The use of social media has been recognized as a useful tool to connect with customers. Here are some key ways to utilize this channel to improve your service. More businesses than ever are recognizing the benefits of using social media. However, they are predominantly using social media in a marketing capacity. Companies use their social media pages to promote their brand, raise awareness of their products or services, and to attract potential new customers.
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.
Up Your Service
APRIL 9, 2018
Congratulations to Fiji Airways for posting a record profit, growing your international network, and achieving the highest customer satisfaction improvement scores. Keep “Working as One to Take the Next Step UP!” Scroll down to the bold section below to see how Fiji Airways is leveraging the power of UP! Your Service to achieve these extraordinary results. ~ ~ ~ ~ ~.
CSM Magazine
APRIL 9, 2018
Jackson National Life Insurance Company has earned four awards from the Service Quality Measurement Group, Inc. for excellence in contact center service in 2017. SQM named Jackson a top-three Contact Center of the Year Finalist for receiving high ratings in customer and employee experience among a field of 500 leading international contact centers. “Jackson’s associates work as a cohesive team to ensure our advisors receive the impeccable customer service they’ve come to expect
Customer Experience Matters
APRIL 9, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Ace Hardware and Dollar Tree for earning the best customer experience scores the retail industry.
CSM Magazine
APRIL 9, 2018
Malene Wessel examines some key features of live chat solutions that can result in better service and reduced costs. . Live chat solutions can help organizations increase efficiency and reduce costs. In fact, Aberdeen Group found that performance gains of companies using live chat results in agent utilization rates of 28.4% as well as a 6.8% decrease in average cost per customer contact.
Advertisement
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.
Totango
APRIL 9, 2018
Today, Totango released its Spark Platform to provide customers with proven results quickly. Spark, the next generation customer success platform, guides enterprises through the successful completion of each stage of the customer journey with relevant information, analytics and best practices to help them achieve their business goals faster. Catch Guy’s announcement of Spark at Customer Success Summit on March 5: Spark provides modular units of value, called SuccessBLOCs , which you can use out-
Steve DiGioia
APRIL 9, 2018
This original article was written by Steve DiGioia. According to an article I just read in the Daily Mail.com, furious Amazon Prime subscribers threaten to file class-action lawsuit after the firm shut down THOUSANDS of accounts without warning. Guess they’re no longer popular in the world of Amazon Prime. And when the Prime subscribers reached out to Amazon to figure out why their account was closed, the firm gave them few details.
Taylor Reach Group
APRIL 9, 2018
By: Colin Taylor. It always amazes me how Contact Center managers, their direct supports, and their superiors often fail to use one of the best tools at their disposal, Root Cause Analysis. Of course, if you are always fighting fires it is difficult to find the time and/or resources to research what is causing the fires in the first place. As with any fire, there is always a cause; a discarded cigarette, an ignition source, lightning etc.
Amity
APRIL 9, 2018
For Customer Success Managers, it’s tricky to map out a timeline as to when to start approaching customers to prepare for their upcoming renewal. If you are working towards becoming more proactive, then you’ll know that being surprised and not having enough time to think things through should be avoided at all costs. Remember, you don’t want your customer to have to go through that either.
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!
ShepHyken
APRIL 9, 2018
Each week I read a number of customer service and customer experience articles from various 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. 3 Ways Amazon Has Raised the Bar on Customer Experience by Joey Coleman. (destinationCRM) Customers across industries now expect a better overall experience thanks to Amazon, and here are a few ways your business can follow their lead.
PeopleMetrics
APRIL 9, 2018
Do you know any CX professionals who started out in market research? Chances are you probably know someone; and if you don't, look no further! Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001.
Verint
APRIL 9, 2018
We’ve all heard the term omnichannel by now—and it isn’t going anywhere. Offering all communication channels within a unified solution is still a key element to the customer experience. However, in a world where digital meets humanization, it is important to find the balance. Organizations need to think about taking one step further to help ensure they are providing complete, consistent and contextual experiences—and to make sure agents have the right tools at their fingertips once the interacti
Expert insights. Personalized for you.
263 
Let's personalize your content