Callminer
NOVEMBER 14, 2017
Net Promoter Scores are touted as valuable tools for customer satisfaction and improving experience. But relying on this data alone fails to paint the full picture that today’s contact centers need.
Beyond Philosophy
NOVEMBER 14, 2017
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Richard Branson and Herb Kelleher never studied HR theory or staff management principles. That said, they’ve proven to be pretty good at it. Both understand (in the case of Sir Richard at Virgin Group) and understood (in the case of Herb Kelleher at Southwest Airlines) the value of putting people and customers first, HR practice second.
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ShepHyken
NOVEMBER 14, 2017
Turn One-Time Purchasers Into Lifelong Customers. Shep Hyken Interviews Joey Coleman, Author of “Never Lose a Customer Again”. How would you like to never lose a customer again? Award-winning speaker Joey Coleman shares the secrets behind not only gaining new customers, but also how to make them customers for life. He shares his 100 Days principle, and discusses his new book “Never Lose a Customer Again.”.
Myra Golden Media
NOVEMBER 14, 2017
Now and then someone comes along with an idea, and specific ways to implement that plan, that can truly make a difference for everyone who uses it. And that’s precisely what I’ve done with this new program: My All-New Telephone Skills Training eLearning Course . In this online training, I teach your employees absolutely everything they need to know to deliver a warm and friendly customer experience, to control calls and pre-empt escalations.
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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.
Call Center Weekly
NOVEMBER 14, 2017
By Jessica Menapace On Sunday our Senior Manager of Training and Development, John Kusinski, sends out "Leadership Reflections" to everyone on the leadership team of our organization. I get bogged down with the hustle and bustle of call center management, but I do my best to read them. When I do read them, I find myself in deep thought about my growth and development, and it empowers and reenergizes me for the week.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Peter Lavers
NOVEMBER 14, 2017
In this guest blog our friend and Associate Paul Laughlin considers which are the most important skills needed by analysts or data scientists. It’s an interesting question to ponder. It is tempting to fall back on technical basics, like statistical knowledge & software or coding skills. But most graduate data scientists or experienced analysts will be screened for those at recruitment.
The Center for Client Retention
NOVEMBER 14, 2017
TCFCR’s 2018 Retail Trends is now available as a FREE eBook, which can easily be downloaded onto your computer or favorite mobile device for easy browsing ability. In this customer experience eBook authored by Richard Shapiro, retailers will learn how to stay ahead of trends in the coming year and what customers look for in the ideal retail experience.
Sampson Lee
NOVEMBER 14, 2017
A few years ago, I took a summer vacation to Disneyland Hong Kong with my extended family, a total of 13 people including my 15-year-old teenage son and my 86-year-old father-in-law (note 1). There were many laughs and lots of effort expended during this vacation, but there was one defining moment. We all found it […].
NICE inContact
NOVEMBER 14, 2017
Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential. Let’s get something straight right off the bat—ATT and AHT are different, and serve distinct purposes. While average handle time takes into consideration things like hold time, wrap up work and anything else related to the interaction, average talk time is
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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
SharpenCX
NOVEMBER 14, 2017
Think your IoT strategy can wait? Think again. Learn why the early adopters of IoT in customer service are going to take the lead and keep it. [.]. Read More. The post IoT + Customer Service: Why Your Company Needs To Be An Early Adopter appeared first on Sharpen Contact Center Software.
ClearAction
NOVEMBER 14, 2017
Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. Are you accelerating repurchases through your customer experience touch-points with industrial customers? What’s unique in business-to-business customer experience is the extensive interactions between the customer and supplier companies for a long time after the initial purchase.
NICE inContact
NOVEMBER 14, 2017
Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential. Let’s get something straight right off the bat—ATT and AHT are different, and serve distinct purposes. While average handle time takes into consideration things like hold time, wrap up work and anything else related to the interaction, average talk time is
Uniphore
NOVEMBER 14, 2017
The verdict came by email. Martha Mitchell learned that her request for 10 customer service agents was denied. All managers were expected to “Do more with less”. As director of customer experience, Martha was responsible for the contact center of 300 agents and a product support team of 20. She understood that there were only two ways to do “more with less.”.
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.
Bright Pattern
NOVEMBER 14, 2017
How can customer service leaders meet increasing expectations for delivering great customer experiences while keeping operational costs in check? Hiring more agents is only part of the equation. The other part is to use advanced digital technologies to modernize contact center operations, reduce costs, and boost customer engagement.
Toister Performance Solutions
NOVEMBER 14, 2017
Note: This post was originally published on LinkedIn Pulse. Customer service leaders frequently ask me about employee empowerment. It sounds so good in theory, but it's often difficult in practice. When I talk to them, there's usually something missing. Here's an example: In a technical support contact center, each call was a roll of the dice. The issue could be resolved in five minutes if one agent answered.
Revation Systems
NOVEMBER 14, 2017
Contact centers are widely recognized as the centerpiece of unified communications solutions to improve customer service quality and agent productivity. However, these tools and resources aren’t limited to just improving customer and agent experience alone. Contact centers around the nation are using these innovative communication tools to improve quality of life, and in some cases save the lives of American veterans.
Kapta Customer Success
NOVEMBER 14, 2017
Customer Success software is an excellent addition to any business’s sales and CRM systems. It allows users to track their customers’ data which in turn helps the client succeed while retaining them for the long-term. For years, Customer Success software has been marketed as a solution for SaaS companies and startups in the technology sector. While it is a perfect tool for these businesses, Customer Success software can be used by any business seeking to retain customers and expand their p
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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.
Talkdesk
NOVEMBER 14, 2017
Finding the right contact center solution for your company can feel overwhelming with so many competitive offerings in the industry. To help you narrow down the field, Gartner compiled the Contact Center as a Service (CCaaS) Magic Quadrant , a summary of the solutions at the most mature end of the industry. The report evaluated the 11 top competitors across the CCaaS industry on completeness of vision and ability to execute and placed them into one of four categories.
Brad Cleveland Blog
NOVEMBER 14, 2017
Customer advocacy is one of those terms that can be confusing. Does the customer advocate for us, the business? Or is it the other way around? One of the past issues of The Edge of Service™ Newsletter suggests the answers to these questions is both!
inSided
NOVEMBER 14, 2017
Phone use for customer service is decreasing. We explain why - and help you understand what you can do about this major shift.
Brad Cleveland Blog
NOVEMBER 14, 2017
Customer advocacy is one of those terms that can be confusing. Does the customer advocate for us, the business? Or is it the other way around? One of the past issues of The Edge of Service® Newsletter suggests the answers … Continue reading → The post Customer Advocacy: An Essential Ingredient appeared first on Brad Cleveland.
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!
Comm100
NOVEMBER 14, 2017
This week, EA made a splash on Reddit by posting what would become the least popular comment in the site’s history —with over 680,000 users downvoting EA’s reply to a Reddit thread about the role of microtransactions in the upcoming video game Star Wars Battlefront 2. A thread entitled “Seriously? I paid 80$ to have Vader locked?” ignited a fierce outcry from users who were unhappy that some of the game’s core heroes, like Luke Skywalker and Darth Vader, were locked to pl
Brad Cleveland Blog
NOVEMBER 14, 2017
Customer advocacy is one of those terms that can be confusing. Does the customer advocate for us, the business? Or is it the other way around? One of the past issues of The Edge of Service® Newsletter suggests the answers to these questions is both!
Comm100
NOVEMBER 14, 2017
When you are doing your job well, knowledge matters – and in the customer service industry, that is even truer than in others. Real-time demands require you to know what you are talking about, without having to hunt through manuals and documents like a miner sifting for gold! While you probably thought that your days of studying and cramming for tests was over once you’d left college and university, to compete and stay current in today’s global economies, keeping your customer service prof
Contact Center Pipeline
NOVEMBER 14, 2017
With the Thanksgiving holiday around the corner and other holidays approaching, I expect retailers, product and other service providers to solicit consumer feedback via surveys. According to an ICMI infographic that we collaborated on titled, “The 4 Phases to Achieving Customer Delight,” the four phases are: Chaos—e.g., 1 out of 5 contact centers are overwhelmed […].
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
The Center for Client Retention
NOVEMBER 14, 2017
Welcome to the experience economy. Combining customer research, technology, and outside-the-box thinking, brands and retailers have reinvented shopping as a personalized, participatory experience that few consumers can resist. For brick & mortars, creating exciting in-store experiences promises to bring back customers once thought lost to online shopping, while online retailers are finding new ways to win over consumers and grow their market share.
LiveChat
NOVEMBER 14, 2017
Customer service is the key factor in customer satisfaction. Over the years, businesses have migrated to the digital world. It has become important for all organizations to maintain a strong online presence. The instantaneous ‘click & buy’ has been instilled into our online habits. Nothing short of ‘real-time’ pleases us. Taking customer servicing offline is a big put-off and can hamper sales.
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