Peter Lavers

NOVEMBER 16, 2017

Remember when we used to talk about “channels and media”? Life was simple. Channel meant physical route to market e.g. retail, wholesale, intermediated, direct, etc. Media meant one- or two-way communications devices e.g. TV, radio, telephone, website, email, webchat, face-to-face, etc. These terms have effectively amalgamated since we started to become “multi channel”. eCommerce kicked this off on a massive scale, although the catalog and home shopping industry would say it’s been going for a l

Customer centricity 183

Customer centricity Automotive Finance Marketing 183

Contact Center Pipeline

NOVEMBER 16, 2017

Mentorship is enjoying a resurgence in popularity, thanks largely to millennials and social networking. Mentoring is actually an age-old development concept with references reaching back as far as Ancient Greece and Homer’s Odyssey. As a learning technique, it has lasted the test of time due primarily to its effectiveness. Millennials, in particular, value having a […].

Contact Center 157

Contact Center Call Center 157

Provide Support

NOVEMBER 16, 2017

Customer service and marketing can intensify and strengthen each other. Customer service and marketing are often seen as completely different processes by most companies. Strategies for each of the process are planned independently; employees of these departments take separate trainings and sometimes work in different buildings or even countries. Indeed, differences are obvious – marketing is about getting new clients while customer service is about making them happy.

Marketing 108

Marketing Customer Service 108

Fonolo

NOVEMBER 16, 2017

The call center can be a great resource for getting questions answered, but it’s typically not the most enjoyable experience. This is especially true because of the many different channels that give customers instant gratification – thus increasing the expectations for customer service. But that doesn’t mean the phone channel isn’t still a popular medium.

Contact Center 100

Contact Center Abandon rate Call Center Wait times 100

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ClearAction

NOVEMBER 16, 2017

What is Customer Experience Ecosystem? Lynn Hunsaker. When J.C. Penney hired the wiz behind Apple retail stores’ success as its CEO, there were expectations that “what worked well there will do so here”. Pesky promotional discounts (600 per year) were discontinued in favor of coupon-free, discount-absent everyday-value pricing, along with a new “fair and square” logo and ads pitched by Ellen DeGeneres.

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

Mindtouch

NOVEMBER 16, 2017

The most successful companies are those that have built and scaled customer focus. These companies become category killers that consume entire markets because they deeply understand their customers and continuously adapt to the ever-evolving wants and needs of their clients. What does Customer Focus mean to the most successful companies? Traditionally, businesses organize departments with an inside-out focus.

Best practices 63

Best practices Enterprise Marketing Personalization 63

Eptica

NOVEMBER 16, 2017

Date: Thursday, November 16, 2017 We Are In Denial About Omnichannel Engagement Being A Done Deal. Published on: November 16, 2017. Author: Guest author: Martin Hill-Wilson One of the masterclasses I run is on omnichannel engagement. In other words, the mix of voice, text and occasional video communications, resourced within contact centres, which serve both online and offline customers.

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Benchmark Multichannel Best practices Government 55

Toister Performance Solutions

NOVEMBER 16, 2017

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. I recently purchased an ecobee3 lite smart thermostat for The Overlook, a vacation rental property my wife and I own. It's one of those where you can control the temperature remotely via an app.

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Surveys Advertising Feedback Customer centricity 48

Interaction Metrics

NOVEMBER 16, 2017

There are many modes of customer service (phone, in-person, email, etc.). But, when done well, customer service chat is by far the best. It reduces customer effort, increases customer satisfaction and answers customers’ questions quickly. Plus, it’s less costly than the phone, is more immediate than email, and it amplifies conversion by showing up on your website just when customers are about to bail.

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Customer Service Customer effort Metrics Personalization 48

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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

Surveys

NameShouts

NOVEMBER 16, 2017

Spanish is one of the most commonly spoken languages in the world, with native speakers everywhere from the United States to the Philippines. In fact, as of 2017, it was second only to Mandarin as the most spoken language. That means knowing Spanish names can only be an advantage for those who engage with clients on a regular basis. Whether you’re headed to Spain or visiting Latin America, it’s important to travel prepared.

Morale 48

Morale 48

Interaction Metrics

NOVEMBER 16, 2017

There are many modes of customer service (phone, in-person, email, etc.). But, when done well, customer service chat is by far the best. It reduces customer effort, increases customer satisfaction and answers customers’ questions quickly. Plus, it’s less costly than the phone, is more immediate than email, and it amplifies conversion by showing up on […].

Customer Service 48

Customer Service Metrics Customer effort Personalization 48

TRUSTID

NOVEMBER 16, 2017

With the holidays almost here, contact centers are gearing up for Black Friday, Cyber Monday, and all the seasonal discounts that turn this time of year into a shopping frenzy. . To make sure your contact center is prepared to handle an uptick of customer calls, it’s important to anticipate how the holiday shopping season will impact your call center operations.

Banking 48

Banking Call Center Contact Center Customer Service 48

Nexmo

NOVEMBER 16, 2017

Will AI-powered personal assistants know users well enough to make relevant, personalized recommendations? WIll they then become a channel for advertisers? Microsoft Technical Evangelist Martin Beeby and I discuss. Watch the clip of our conversation here, or scroll below the video to read the transcript. How Personal Will Personal Assistants Be? Martin Beeby (Technical Evangelist […].

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Personalization Advertising 48

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

ClientSuccess

NOVEMBER 16, 2017

Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. We’re lucky to have this week’s frontline Customer Success Manager (CSM) best practice come from Mieke Maes of Intuo. Mieke has been a Customer Success Manager for Intuo since August 2017, but brings with her nearly 3 years of Customer Success experience!

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Best practices SaaS Engineering Feedback 47

Bright Pattern

NOVEMBER 16, 2017

Today’s customers require 24/7 access to answers, whether through voice, email, chat, IM, or self-service. With so much of technology services moving to the cloud, how do contact center managers plan for reliability and resiliency in their CC operations?

contact center solutions 46

contact center solutions Contact Center Self service Technology 46

Rudy Vidal Consulting

NOVEMBER 16, 2017

Are Extreme Customer Service (XCS) and sustainable increases in sales mutually exclusive? I have had this discussion too many times to count. But, it doesn’t get any easier. I believe XCS and increased sales are very compatible. Sales is a long term enterprise, even if your boss is whipping you for quota this month. Konusuke Matsushita, the founder of Panasonic said it best, (not verbatim )”we as industrialists have a responsibility to add value to society and to improve the quality

Sales 40

Sales Customer Service Consulting Consulting 40

Spectrum Corporation

NOVEMBER 16, 2017

Spectrum Real Time Reporting is an enhancement to the reporting that is available from Cisco UCC Express (UCCX) and UCC Enterprise (UCCE). The ability to combine data from other applications as well as modifying the layout of the reports are the requirements from many contact center managers. Business Relevance to Cisco & Cosco Partners Flexibility.

Enterprise 40

Enterprise Contact Center Management 40

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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

RichCall

NOVEMBER 16, 2017

In this post I’ll try to list the countries allowed their banks to identify clients through video. Proof links are included. The list will be continuously updated as I learn about new ones. Here’s what I have so far (a/b order): 1. Austria. The technology approved by the Austrian Financial Market Authority (FMA) on 3 January 2017. [link]. 2.

Banking 40

Banking Finance Marketing Technology 40

Brainfood

NOVEMBER 16, 2017

One of the masterclasses I run is on omnichannel engagement. In other words, the mix of voice, text and occasional video communications, resourced within contact centres, which serve both online and offline customers. The masterclass explores how to redesign your customer services to suit both customer and business needs given this ever increasing set of choices.

Customer Service 40

Customer Service 40

EPIC Connections

NOVEMBER 16, 2017

This is the second article in a series on evaluating call center partners. Don’t miss the first article: “Evaluating Call Center Companies: A Baseline Test”. When evaluating call center companies, there are three main areas that mark a partner as trusted: industry and process expertise. relationship strength, and. operational strength. Here are some buyer criteria and questions to ask to help you evaluate whether your potential provider hits the mark.

Call Center 35

Call Center Transportation Healthcare Accountability 35

Verint

NOVEMBER 16, 2017

Leading enterprises recognize that the effective adoption and implementation of automation and artificial intelligence (AI) solutions within their customer engagement operations can be game-changing for the enterprise, potentially yielding higher revenue, lower operating costs and greater customer satisfaction. The combination of automation, AI and some creative planning can create new opportunities that can revolutionize customer engagement.

Wireless 32

Wireless contact center workforce Enterprise Customer centricity 32

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!

Feedback

EPIC Connections

NOVEMBER 16, 2017

Are you confused by all the hype around Robotic Process Automation? Do you have nightmares of Alexa taking over your workplace and having to slowly shut her down like Hal from 2001: A Space Odyssey? According to Harvard Business Review, “A recent survey indicates that about half of the S&P 500 will be replaced over the next 10 years, a generational change that we call ‘disruptive change’ ” 1.

Call Center 28

Call Center Enterprise Healthcare Accountability 28

Brad Cleveland Blog

NOVEMBER 16, 2017

Have you ever heard that you have to sacrifice quality to improve customer accessibility to services? Or the other way around? That’s one of the most common myths in customer service. Accessibility and quality are closely related and complementary. Learn … Continue reading → The post Accessibility and Quality Work Together appeared first on Brad Cleveland.

Customer Service 26

Customer Service Service level Quality management Contact Center 26

Talkdesk

NOVEMBER 16, 2017

Today’s customers often prefer email, phone or chat communications to face-to-face meetings, according to CSO Insights. In response to this shift in customers’ preferences, companies have adjusted their sales strategies to focus on identifying, nurturing and converting leads remotely. As a result, inside sales jobs have grown 300% faster than field sales.

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Sales Coaching CRM Contact Center 40

Brad Cleveland Blog

NOVEMBER 16, 2017

Have you ever heard that you have to sacrifice quality to improve customer accessibility to services? Or the other way around? That’s one of the most common myths in customer service. Accessibility and quality are closely related and complementary. Learn more about each aspect of customer service and how they support one another in this video from my Lynda.

Customer Service 20

Customer Service Service level Quality management Contact Center 20

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

Journey mapping

Brad Cleveland Blog

NOVEMBER 16, 2017

Have you ever heard that you have to sacrifice quality to improve customer accessibility to services? Or the other way around? That’s one of the most common myths in customer service. Accessibility and quality are closely related and complementary. Learn more about each aspect of customer service and how they support one another in this video from my Lynda.

Customer Service 20

Customer Service Service level Quality management Contact Center 20