Beyond Philosophy
DECEMBER 6, 2017
Small changes, or nudges, having a big impact on people’s behavior is one that everyone in the behavioral economic community supports and heralds as the latest great idea. However, this great idea isn’t working for everyone. In particular, nudges don’t seem to be making much headway in medication compliance. When a patient doesn’t take their medicine properly, doctors call it “noncompliance.
Contact Center Pipeline
DECEMBER 6, 2017
Yet another year is coming to a close, and I can think of no better way to prepare for 2018 than with a round of regifting! This annual tradition here at the Agility Factor column has been a real boon to the industry over the years. We’ve cleaned out some of the biggest messes in […].
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Call Center Weekly
DECEMBER 6, 2017
How can social media be used to better engage customers? Social media is an excellent tool to engage with customers on a personal level. You get to hear their gripes (whether you want to or not) and celebrate their successes. As a business, you then have an opportunity to respond to these comments, both positive and negative, showcasing your brand voice but also showing how much you care about the people who spend money on your service or products.
Fonolo
DECEMBER 6, 2017
At the end of every year, we analyze data collected by onholdwith.com to expose the worst hold time offenders for the year, and today, we’re ready to reveal the results compiled from 2017. The list is determined by the number of tweets, with the phrase “on hold with”, directed to a brand’s account. Last year, we reported that Apple was the worst company to call, which captured the attention of consumer reporters across the nation (Read Stuck on Hold?
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Nexmo
DECEMBER 6, 2017
More often than not, innovation awards go to the new kids on the block. When we hear a company designated with the term “startup,” we can’t help but think of new, exciting and innovative. With the exception of a very few older, Silicon Valley bastions of innovation, more established enterprises can find it extremely challenging […]. The post Nexmo Wins Top Industry Award for Voice API, Relaunches Voice Product Page appeared first on Nexmo.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Eptica
DECEMBER 6, 2017
Date: Wednesday, December 6, 2017 Meeting the CX needs of the connected consumer. Published on: December 06, 2017. Author: Vincent Giraud We live in the age of the connected consumer. Everyone understands the huge amount of time people spend on their mobile devices, such as smartphones and tablets – there is even a term ( Nomophobia ), describing the increased anxiety we feel when we are away from our mobile.
Mindtouch
DECEMBER 6, 2017
Direct engagement is the best way to understand who your customers are, what they need, and how to serve them. Do this and they will not only come back, but they will advocate on your behalf. During The Customer Focus Effect, seven enterprise thought leaders shared their top tactics for how to scale direct customer engagement. The evening was memorable, and we want to make sure you feel like you were there too.
Eptica
DECEMBER 6, 2017
Date: Wednesday, December 13, 2017 Le consommateur connecté, un consommateur exigeant. Published on: December 13, 2017. Author: Anne-Claire Bellec Nous vivons à l'âge du consommateur connecté. Chacun le sait aujourd'hui : tout le monde passe de très longs moments sur son appareil mobile, smartphone ou tablette - il existe même un terme ( Nomophobie ), qui décrit l'anxiété croissante que nous ressentons quand nous sommes loin de notre appareil.
The Center for Client Retention
DECEMBER 6, 2017
In this week’s episode, we are sharing a #DeepCXThought highlighting that each purchase a consumer makes has a human element to it. If employees can recognize this human element, they will begin developing meaningful and longstanding relationships with their customers.
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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
AnswerConnect
DECEMBER 6, 2017
Flipping the script on call center job location When AnswerConnect was founded in 2002, we ran a pretty typical call. Continue Reading → The post Customer Service Jobs from Anywhere appeared first on AnswerConnect Blog.
CX Journey
DECEMBER 6, 2017
Image courtesy of Pixabay Does your company suffer from the "not my job (NMJ) syndrome?" When was the last time you heard someone being asked to do some task that wasn't outlined in their job description, only to respond with, "That's not my job?" Recently? Yup. I believe it. It's an all-too-frequent occurrence that employees draw the line in the sand or draw a box around themselves, refuse to do some task, and say, "Not my job.
ShepHyken
DECEMBER 6, 2017
It’s holiday time! What a joyous time of year! And, then there is the holiday shopping experience … This is how I see it. I get in my car. About a mile from the mall I begin to experience heavier-than-usual traffic. Not just a little heavier, but sometimes it seems like worse than rush hour. Is there an accident? No, there’s a traffic jam at the mall.
Momentum Telecom
DECEMBER 6, 2017
Learn a few practical steps you can take to make sure your contact center is ready for the holidays! As the holidays are quickly approach, it’s easy to quickly get lost in the Christmas carols and the holiday hustle and bustle. But, before you start decking the halls and playing your Christmas music too loudly, there are a number of things that you can do to make sure your customer service department is also ready for the holiday too.
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.
ForeSee
DECEMBER 6, 2017
Organizations spend an enormous amount of time and resources collecting data about their operations and customers, data which can prove invaluable in a number of ways. However, deriving meaningful, actionable. The post How ForeSee CX Suite makes analyzing data easier appeared first on ForeSee.
Influitive
DECEMBER 6, 2017
Welcome to Advocamp Advocamp, the biggest customer engagement and advocacy event of the year, kicked off bright and early this morning. Excited campers from across the globe filed into the Hyatt Regency San Franscisco, which was transformed into a sprawling campground.
Talkdesk
DECEMBER 6, 2017
This article was originally written by Bill Hoppin, EVP of Sales, Marketing and Alliances at TalkIQ for Opentalk Magazine. Today we have so many ways to communicate with each other: email, text, social, web, chat, instant messaging, etc. Businesses are rapidly adopting these new channels to interact with their customers, but they all have one major characteristic: a delay between when a question or a statement is posted and the response.
Solvvy
DECEMBER 6, 2017
The post Tips for Making your Help Center Smarter – Part 1 appeared first on Solvvy.
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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.
PanTerra
DECEMBER 6, 2017
7 powerful, easy to implement ideas that can dramatically improve workplace communication in your business. It’s no secret that workplace communication is the key to smooth operations, but in today’s technologically filled world, managers are finding it harder than ever to maintain open lines between themselves and staff, as well as between staff members.
Solvvy
DECEMBER 6, 2017
The post Tips for Making your Help Center Smarter – Part 2 appeared first on Solvvy.
Verint
DECEMBER 6, 2017
In my last blog post on automation, I discussed how implementation of customer engagement automation and artificial intelligence (AI) solutions within customer engagement operations can be game-changing for the enterprise. I also talked about how some creative planning and brainstorming on automation can create new opportunities for you personally, and for your organization.
Brad Cleveland Blog
DECEMBER 6, 2017
Customer comments matter. Positive or negative, they definitely have an impact. A past Edge of Service Newsletter includes the following numbers to ponder: 1% to 5%. Typical percent of customers who complain to companies when there are problems—for every 10 complaints, … Continue reading → The post Customer Comments Matter: Numbers to Ponder 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!
Avaya
DECEMBER 6, 2017
What does every industry have in common? The critical need to balance high tech and high touch to deliver extraordinary customer experience. Consider hospitality: 70% of guests want to use technology to improve their experience , yet 93% believe the value of personal service cannot be replaced. In financial services, online channels are preferred by 90% of customers ; however, 88% still want the option of a live person for discussing their banking needs.
Brad Cleveland Blog
DECEMBER 6, 2017
Customer comments matter. Positive or negative, they definitely have an impact. A past Edge of Service Newsletter includes the following numbers to ponder: 1% to 5%. Typical percent of customers who complain to companies when there are problems—for every 10 complaints, there are anywhere from 200 to 1,000 customers you don’t hear from. (John Goodman, Customer Experience 3.
Mindtouch
DECEMBER 6, 2017
Self-service support is the preferred customer service channel. Companies already have the content, but the way they deliver it needs to put the customer first. Recently I was interviewed by Eric Siu ( @ericosiu ), CEO at Single Grain. We discussed the positive disruption that MindTouch is experiencing by helping our clients automate customer service.
Brad Cleveland Blog
DECEMBER 6, 2017
Customer comments matter. Positive or negative, they definitely have an impact. A past Edge of Service Newsletter includes the following numbers to ponder: 1% to 5%. Typical percent of customers who complain to companies when there are problems—for every 10 complaints, there are anywhere from 200 to 1,000 customers you don’t hear from. (John Goodman, Customer Experience 3.
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
LiveChat
DECEMBER 6, 2017
A customer journey map is a way to graphically present the whole experience of your customer when he interacts with your business. This means illustrating his whole journey – from finding out about you to buying from you and beyond. The purpose of the customer journey map is to identify: key interactions of your customer with your business. what he expects and wants from them. how to help him accomplish his goals.
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