Customer Experience Matters
APRIL 19, 2018
You’ve likely heard the news about a Starbucks in Philadelphia where two African-American men were arrested for not leaving the store. They were denied access to the bathroom and asked to leave because they had not purchased anything. I’ve been guilty of doing that same thing, but luckily no one has called the police to have me removed. I applaud Starbucks’ swift and robust response to the situation.
OctopusTech
APRIL 19, 2018
Throughout the history of the business world, customer relationship has played a crucial part in creating a strong personal bond with people. Regardless of what industry you belong to or what kind of products or services you deal with, relationship with customers is the single most defining factor that will ensure the success of your business. As customer relationship holds such high regards for any business, people long since have been looking for ways to excel at it.
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Toister Performance Solutions
APRIL 19, 2018
What if you discovered your business was doing something that more than 25 percent of your customers disliked? That should get your attention, though some businesses engage in unfriendly practices that bring in significant revenue. Think of airline baggage fees, hotel resort fees, and cable equipment rental fees. Okay, but what if you learned an activity that more than 25 percent of your customers disliked delivered absolutely no value to your business?
Call Center Weekly
APRIL 19, 2018
By Maurice Helm I understand from experience the life of a call center representative. Prior to moving into leadership, I started on the phones and as rewarding as that can be, there on the front-line taking ownership of issues and concerns and bringing resolution to them, without a doubt it is also a tough job. On top of fighting burnout and redundancy, team members have to try and prove themselves in an effort to grow their careers beyond the phone, sometimes in environments where there is no
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Callminer
APRIL 19, 2018
This post will help you zero-in on those technologies and best practices proven to produce Customer Experience results.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
UJET
APRIL 19, 2018
Until recently, it was assumed that technology would replace people in customer support. Now it's clear that technology alone isn't enough. Modern customers want the organizations they work with to be their advocates, to be accountable and proactive when it comes to their needs and goals. Customers want their experience with a brand to be personalized and intimate.
Fonolo
APRIL 19, 2018
You may think that watching movies and television shows is something you do for sheer amusement – providing little educational value. Well, think again! I know I recently spoke about the importance of reading vs. watching television in my latest blog on the top customer experience books , but let’s not completely underestimate the power of the tube.
GetFeedback
APRIL 19, 2018
We talk about great survey design a lot, but besides being modern and mobile-friendly, what else can you do to keep respondents tuned in? Here are 5 survey tips that help improve response rates. Survey Tip #1: Embed questions into emails. Distributing surveys via email is a highly effective way to collect feedback. Companies usually just include a link to their survey in the body of an email, but there’s a better way to grab people’s attention.
Outsource Consultants
APRIL 19, 2018
A recent article by Martin Powton discusses what it takes to have successful chat bots. One of the major keys is to be honest with customers and let them know that they’re interacting with a bot instead of trying to cover it up as though they’re dealing with a human agent. That being said, it’s important to make the chat bots seem as lifelike as possible by giving them “personalities” that react realistically and conversationally with customers during interactions.
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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
GetFeedback
APRIL 19, 2018
Collecting feedback doesn't have to be impersonal and boring. Here are 5 survey tips you can use to start getting the data you need to succeed.
NICE inContact
APRIL 19, 2018
Contact centers should be comprised of new agents as well as agents with experience in the role. Embracing tenure diversity in the contact center provides new opportunities on all fronts, for new agents as well as those hitting anniversary milestones. Benefits of long-tenured employees. From the outside, we often have the inclination to make false assumptions about agents who have been in the same role for many years, as many view agent positions as a career stepping stone or launching pad.
Mindtouch
APRIL 19, 2018
There were so many great takeaways from Gainsight’s Pulse 2018 conference on Customer Success. In fact, much of the Customer Success community is still buzzing about all the great sessions and impact speakers. Us, too. During our Pulse 2018 sessions, we polled attendees with some eye-opening results. The data, which I’ll dig into below, provides valuable insights into the role of Customer Success Manager (CSM), the prevalence of organizational silos , and the desperate need some organizations ha
CustomerServ
APRIL 19, 2018
The decision whether to outsource all or part of your call center has far-reaching consequences for your company. It is one of the most impactful calls a leader can make.
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.
Ameyo
APRIL 19, 2018
Digital transformation is the reality of today’s world as evolving technologies are disrupting each and every aspect of business, government, and individuals’ lives. Businesses have to embrace this revolution by identifying the challenges coming up their way and plan to address them. The Middle East region has a fair share of their digitisation story in the global digital revolution.
Influitive
APRIL 19, 2018
If you’re like most advocate marketers, you probably have some pretty lofty goals to hit. You’re expected to source customers for case studies, crank more referrals into the pipeline, and get references for sales by the end of the quarter. To achieve these objectives, you need to create an experience that’s seamless and delightful for.
Rant And Rave
APRIL 19, 2018
“In the twenty-first century our personal data is probably the most valuable resource most humans still have to offer, and we are giving it to the tech giants in exchange for email services and funny cat videos.” - Yuval Noah Harari.
Injixo
APRIL 19, 2018
In many of my writings so far, there’s been a lot of focus on how to make workforce management, or your business operate more effectively. In this post, I want to talk about employee engagement in the contact center and why it’s critical to have engaged agents. I will also focus on some simple ways how workforce management can help drive motivation and employee engagement to sustainably benefit customer service and entire operations.
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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.
RichCall
APRIL 19, 2018
Crowne Plaza Hotel, Dubai. Today’s flourishing businesses in Dubai need to meet challenges to provide better customer experience to earn and keep more customers. On April 24th a conference for contact center and CX professionals starts to help them find solutions to fulfil their desire to improve CX and vendors to help them do it. That’s why RichCall CEO is going to Dubai to showcase the video chat software designed specifically for the contact center industry.
Brad Cleveland Blog
APRIL 19, 2018
Successful contact centers have transitioned from a rote focus on handling contacts to becoming powerful engines of customer loyalty and strategic value. Find out more about the three levels on which contact centers can create value in a recent Lynda.com … Continue reading → The post Maximize Contact Center Impact and Value appeared first on Brad Cleveland.
Arbeit
APRIL 19, 2018
Lead Generation Gone Wrong?
Brad Cleveland Blog
APRIL 19, 2018
Successful contact centers have transitioned from a rote focus on handling contacts to becoming powerful engines of customer loyalty and strategic value. Find out more about the three levels on which contact centers can create value in a recent Lynda.com course video that I recorded. The video is from the course Managing a Customer Contact Center.
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!
Amity
APRIL 19, 2018
I’ve been thinking a lot lately about Customer Support and its place within an organization, and have come to a conclusion, Customer Support, as it is traditionally seen, is obsolete. I am sure many of you immediately push back at this thought and will tell me that there is always going to be a need for such a reactive group, a group of individuals who wait for the customer to reach out to answer their questions, but I disagree with this thought process.
Brad Cleveland Blog
APRIL 19, 2018
Successful contact centers have transitioned from a rote focus on handling contacts to becoming powerful engines of customer loyalty and strategic value. Find out more about the three levels on which contact centers can create value in a recent Lynda.com course video that I recorded. The video is from the course Managing a Customer Contact Center.
Bright Pattern
APRIL 19, 2018
At Bright Pattern, our customers have an option to avoid single telco lock-in by bringing their preferred carrier, grandfathering their existing negotiated telecom contracts or enjoy our competitive carrier mix. Such freedom is rare in cloud contact center industry, with at least four major players working with a single telco and a number of other offering only internal carrier mix.
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