ShepHyken
APRIL 25, 2017
Scott Moorehead on How Your Company Can Do Better with a Culture of Good. Can your business do better by doing good? Shep interviews Scott Moorehead, co-author of Build A Culture of Good: Unleash Results by Letting Your Employees Bring Their Soul to Work , who discovered that it is possible, as he went through a process that reignited passion and loyalty in his employees.
Contact Center Pipeline
APRIL 25, 2017
Understanding your contact center costs is vital to successful management and administration of your center. Before we begin the discussion about reducing your cost per call, we first need to make sure that you have contact center costs measurements in place. If you are not actively tracking your costs and trends, it is impossible to […].
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Customers That Stick
APRIL 25, 2017
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ijgolding
APRIL 25, 2017
In April 2014, I wrote an article entitled, ‘Common Sense – The Not So Magic Customer Experience Ingredient’ – If you did not, or do not want to read it, I told two quite ridiculous tales of the lack of application of common sense. In truth, I could have written a 500,000 word white paper listing hundreds of similar examples that I have personally experienced in the past and continue to experience on a regular basis.
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Kayako
APRIL 25, 2017
This is a guest post by our friends over at Nicereply. Viktor Magic will walk you through how to run a customer effort questionnaire and why it’s important to track CES after every transaction. Dealing with your business shouldn’t be hard work. Customers don’t want high effort experiences because difficult experiences make the customer feel exhausted.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Vonage
APRIL 25, 2017
Harvey Mackay is the author of Swim With the Sharks Without Being Eaten Alive and other bestsellers. More than 10,000,000 of his books have been purchased around the world. He is also a master of using excellent customer service skills. Harvey is founder of the Mackay Envelope Corporation and is one remarkable human being. I had the pleasure of sharing a speaker’s platform with him at an Achiever’s Congress in Asia where he demonstrated the meaning of impeccable customer service skills.
PeopleMetrics
APRIL 25, 2017
Cybersecurity and data protection are becoming areas of focus due to the rise in high-profile data hacks. Besides the loss of stakeholder value, a data breach can cause exposure to lawsuits, financial losses and irreparable consequences like a severely tarnished reputation. Consumers, on the other hand, are increasingly becoming concerned about the security of their personal data.
Toister Performance Solutions
APRIL 25, 2017
A question I often receive from customer service professionals is "How do I get my coworkers to improve their service? It can be frustrating to feel like you are giving it your all while colleague settle for mediocrity (or worse). Getting your peers to change is tricky. Approach a colleague the wrong way and you risk harming the relationship. Do nothing at all and things will likely stay the same.
Talkdesk
APRIL 25, 2017
As we kick off our second Opentalk Summit today, Talkdesk has a lot to celebrate. Not only are we welcoming more than 1,000 customer heroes to San Francisco, we’ve also recently hosted our 100 millionth phone call. But this company has always been one that puts engineering first, and our pride will never be in the things that we’ve done in the past, but rather in what we’re building for customers to use in the future.
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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
LiveChat
APRIL 25, 2017
Ah, lead generation! The cause of countless migraines among both, starting and experienced entrepreneurs. It’s a never-ending struggle to find more prospects, make them interested in your offer and – in the end – make a business flourish. There are so many lead generation strategies, which of them I should choose, in which direction I should go, you might ask.
ClientSuccess
APRIL 25, 2017
3 Ways How to Build a Customer’s Perspective Journey Map. All customer success professionals have an idea in their minds about what the ideal customer journey map looks like. It’s easy to get caught up in the traditional picture of customer experience and how a customer is expected to interact with a brand but, as more customer success leaders are finding out, the traditional route doesn’t always cut it any more.
Talkdesk
APRIL 25, 2017
San Francisco, CA — Talkdesk , the leader in cloud-based contact center solutions, today announced AppConnect, the first enterprise app store. The new app marketplace was designed with customers in mind at every step, giving contact center admins more power than ever to customize and manage their contact center technology. AppConnect is the latest innovation in Talkdesk’s history of disruptive products.
Verint
APRIL 25, 2017
In my last post , I said listening to customers and capturing feedback across all channels is a crucial step to delivering great customer experiences in today’s omnichannel world. I’ve noticed a growing school of thought in the digital world that merely observing and analyzing customer behavior can provide equal or better insights than feedback from 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.
Calabrio
APRIL 25, 2017
One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. As brands follow their customers’ lead and embrace new channels, the contact center data landscape is only getting more complex.
Calabrio
APRIL 25, 2017
One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. As brands follow their customers’ lead and embrace new channels, the contact center data landscape is only getting more complex.
Calabrio
APRIL 25, 2017
One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. As brands follow their customers’ lead and embrace new channels, the contact center data landscape is only getting more complex.
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