Aspect
JUNE 5, 2018
Just a month and a half ago, Aspect president Chris Koziol made an unconventional proclamation to the Aspect Customer Experience event in Las Vegas: The contact center has got its mojo back. You may ask yourself, “what is mojo anyway and does my contact center really need it in the first place?”. Let me answer the second part of this question first.
Toister Performance Solutions
JUNE 5, 2018
Think about which employees you spend time with as a leader. For most, the priority order is fairly straightforward. Under performers get the most attention. Top performers garner the rewards and recognition. Middle performers get the least attention. This seems to make intuitive sense. Under performers represent a top priority because they aren't doing their job correctly.
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SharpenCX
JUNE 5, 2018
Automated self-service systems and websites have come a long way, but there’s a reason customers still prefer to call the helpdesk. It’s because having contact with real people dramatically improves customer satisfaction. Human contact builds relationships, and strong relationships make loyal customers. So how do you make the customer eager to call your helpdesk agent?
ShepHyken
JUNE 5, 2018
Learn the Rules of Being Crisis Ready. Are you ready for a customer service or brand crisis? Shep Hyken discusses handling and preparing for a customer service or brand crisis with Melissa Agnes , the author of Crisis Ready: Building an Invincible Brand in an Uncertain World. ? ? ? >?. Top Takeaways: Melissa explains that ever since she was a kid in Montreal, she’s had the ability to spot and mitigate potential risk.
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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.
TechSee
JUNE 5, 2018
Show, Don’t tell. George is eagerly looking forward to setting up his new smart home. He unboxed and installed all his newly-purchased connected devices and downloaded the software successfully. Now all that’s left is to configure it all via the website. But… it’s not working. He can‘t find the menu he needs and the icons are simply not where they are meant to be.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Lumoa
JUNE 5, 2018
Every company dreams of having no negative feedback and no unhappy customers, yet many companies fail to identify their detractors and turn them into promoters. Why is that important? First, let’s get back to statistics : At least 30% of consumers stop interacting with a brand they love after the 1st bad experience and around 50% of all the consumers leave the brand for good after several bad experiences.
Fonolo
JUNE 5, 2018
Last week, Fonolo hosted an insightful live discussion on the top call center metrics you need to be tracking. This expert panel discussed NPS for customer satisfaction, popular call center metrics, the future of the voice channel, and so much more! To save you some time, we’ve extracted video snippets showcasing highlights from the discussion. First, let’s take a quick look at the panel of speakers: Daniel Hong , Jon Arnold , and Shai Berger.
Answer Dash
JUNE 5, 2018
Dennis Snow, well-known customer service guru, showcases in his new video on the problems that occur when an organization abdicates responsibility for managing the customer's experience. Let's get to know the importance of managing customer experiences of your business in this video by Mr. Snow. This vlog is created by Dennis Snow : Following a rewarding 20-year career with Walt Disney World, Dennis Snow is now the CEO of Snow & Associates.
GetFeedback
JUNE 5, 2018
If you’re a data-driven marketer, you want all the lead information you can get your hands on. Unfortunately, if you ask for it all at once—in one big, ugly form—people aren’t going to bite. It’s a problem marketers come up against all the time. You need the data, but how do you get it without putting people off? One data collection method is gaining popularity among innovative marketing teams: progressive profiling.
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.
The Center for Client Retention
JUNE 5, 2018
Every time I go to a trade show, I get a bad feeling. There are a thousand booths and each one is exhibiting “the most innovative technology” focusing on improving the customer experience. Early on, Jeff Bezos, Amazon’s CEO and founder, brought an empty chair into his meetings so leadership teams were forced to think about the crucial, missing element who wasn’t in the room – the all-important customer.
GetFeedback
JUNE 5, 2018
It's time to ditch the lengthy lead forms. With progressive profiling, you can capture meaningful marketing data over time without aggravating your leads.
Vonage
JUNE 5, 2018
Observing how the biggest companies in the world provide customer service can help your business reach new heights. They've hired the finest minds in their industries and spent billions testing what works and what doesn't. Here's a closer look at how three Fortune 500 companies approach customer service and the vital lessons you can learn. Netflix. In under 20 years, Netflix has grown from a DVD rental service to one of the biggest creators and distributors of TV and film on the planet with over
SharpenCX
JUNE 5, 2018
This post continues our series on Better Agent Feedback. Knowing that focusing on an agent’s strengths drives meaningful agent development more than focusing on weaknesses, this week we’re focused on how to give positive feedback that is likely to resonate. [.]. Read More. The post Effective Feedback: not just “cotton candy” appeared first on Sharpen Contact Center Software.
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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.
Outsource Consultants
JUNE 5, 2018
Companies can put as much effort into marketing as they want, but nothing truly beats organic word-of-mouth positivity from customers. An article by Mark Nicholson discusses this topic and points out that, while it’s the ideal form of advertising, it’s something companies have to earn through positive customer service. The reality is that customers do heavy research into products, services, and brands before making purchase decisions, which often includes reading reviews.
inSided
JUNE 5, 2018
You have probably received an absolute ton of GDPR related emails coming from other vendors, and that’s a good thing. Your data should be a priority, and we would like to tell you more about the steps we have taken at inSided to ensure that every individual’s data is safe, and all rights concerning their control over that data are correctly upheld.
Outsource Consultants
JUNE 5, 2018
Large companies can easily provide a customer experience that’s customized for each individual consumer. However, an article by Fred Chua points out that many small to mid-sized businesses with limited workforces and resources are challenged by delivering service tailored to each customer. For these companies, Chua recommends outsourcing with contact centers to provide “blended” communication.
24-7 InTouch
JUNE 5, 2018
Many people believe that if they work hard, they’ll be successful, and that success will lead to happiness. But according to a decade of research, this formula is scientifically backwards.
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!
Outsource Consultants
JUNE 5, 2018
Customer feedback is crucial to building a successful company. Without knowing the voice of your customer, your company will never learn and grow to accommodate consumers’ needs. One great way to get customer feedback is through surveys, but as an article by Bob Hayes points out, sometimes surveys can be too long to be effective. Hayes reports on his study of utilizing one long customer survey versus a survey with only two open-ended questions.
Mindtouch
JUNE 5, 2018
“Make pages primarily for users, not for search engines.” This directive from Google Webmaster Guidelines —the call to think about customers first —contributed to how we designed the Guided Content Framework, our proprietary approach to internal information architecture. What is the Guided Content Framework? Guided Content Framework is the internal content framework we use for our customer sites.
Andrew Mcfarland
JUNE 5, 2018
For nearly three (3) decades there has been a notion, the service recovery paradox (SRP), that companies recovering from a poor experience earn stronger customer loyalty than companies who deliver an excellent experience in the first place. But is the.
Revation Systems
JUNE 5, 2018
Although the Health Information Trust Alliance’s certification (HITRUST CSF) started with medical payers, its relevance is beginning to reach across different markets. In a world consumed with data privacy and security concerns unfolding alongside every industry’s digital transformation , organizations are looking for trustworthy benchmarks for themselves and their partners.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
Taylor Reach Group
JUNE 5, 2018
The Taylor Reach Strategic Assessment will enable scalability through the analysis of people, process and technologies to establish a prescriptive approach for optimizing operations. Taylor Reach Group is conducting an in-depth analysis of people, process, technologies and the ‘thousand moving parts’ within one of Canada’s Medical Marijuana Producer’s Contact Center to support the increasing contact volumes and establish a prescriptive approach for optimizing operations.
Comm100
JUNE 5, 2018
AI (Artificial Intelligence) is undoubtedly a buzzword that’s been around for a while. From the early days of Science Fiction and Kubrik’s groundbreaking 2001: A Space Odyssey to the more recent chess match between Deep Blue and Kasparov, AI has long captured our imaginations. As technology continues to advance, companies are coming to realize that many benefits can be accrued from employing it.
CSM Magazine
JUNE 5, 2018
It’s never fun having to lay off workers, particularly those who are loyal and have been with the company for a long time. However, there are things you can do to handle the situation more effectively, and to ensure you don’t end up with laid-off employees who are badmouthing the company to everyone they speak to. Read on for some tips to follow the next time you have to regretfully say goodbye to part of your workforce.
Myra Golden Media
JUNE 5, 2018
Tomorrow morning I’m headed to Phoenix to deliver a workshop at the Salesforce Trailblazers for the Future Conference. I booked an extra night at the Arizona Biltmore just because I wanted some “me time” for relaxation and reading. I do this a lot, adding a day or two on to a business trip to chill, explore, and enjoy local restaurants. Do you take time just for you?
Advertiser: ZoomInfo
Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr
CSM Magazine
JUNE 5, 2018
As millennials rise towards the movement of social responsibility, 70% of them claim to spend more on brands that support charitable causes. When it comes to brand purpose and social responsibility, evidence shows that “giving back” will also build profitable success. In fact, aiding in sponsorship is predicted to reach $2.14 billion by 2019, making it a vital key to boosting reputation sales, and the overall morale for your business, employees, and the local neighborhood.
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