ShepHyken

JANUARY 9, 2018

Doing the Opposite of Normal Can Lead to Better Customer Service. Shep Hyken Interviews Jesse Cole, Author of Find Your Yellow Tux. Do your “fans” come first? When customers come first, success follows. . . ? <span style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” data-mce-type=”bookmark” class=”mce_SELRES_start”>?

Entertainment 189

Entertainment Customer Service Customer Experience 189

Callminer

JANUARY 9, 2018

Artificial intelligence (AI) gives machines the ability to learn from experience as they take in more data and perform tasks like humans.

182

182

Contact Center Pipeline

JANUARY 9, 2018

In June 2017, at Call Center Week in Vegas, OpenText Qfiniti received the Workforce Optimization Provider of the Year Award. During the evening gala, my colleague Matthew Storm went on stage to accept the award and gave the following statement: “The era of clunky call recording, bad coaching and crappy scheduling is over.” The audience […].

Coaching 160

Coaching Call Center Analytics Contact Center 160

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices.

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

Advertisement

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.

Comm100

JANUARY 9, 2018

Running a successful business requires more than just a great product — it also means that you need to please your customers and ensure their satisfaction. However, knowing whether or not you are delivering service that meets their expectations can be difficult if you don’t reach out to them. Many businesses assume they know what their customers want, when those assumptions can be very different from their customer’s experiences.

Surveys 82

Surveys Feedback Benchmark Banking 82

OctopusTech

JANUARY 9, 2018

Insurance basically offers a protection from uncertain financial loss. This sector, to be honest, is not having its golden days recently. The shifting governmental policies and the cut-throat competition are considered to be the main reason behind it. On the other hand, BPO or Business Process Outsourcing which basically refers to transferring a part of one’s business to 3rd party vendors on a contract basis is gaining popularity.

outsourcing 59

outsourcing Finance Business Process Outsourcing Call Center 59

CX Journey

JANUARY 9, 2018

Image courtesy of Pixabay Does your company place top priority on culture and employees? I've asked this question many times over the last several years - over the last 25 years. I've said more times than I can remember: "Quite simply, without employees, you have no customer experience." Companies have to put employees first. They have to make sure employees have a great experience.

Employee engagement 0

Employee engagement Consulting Consulting Feedback 0

NICE inContact

JANUARY 9, 2018

The last entry detailed how designing your automation based on existing live agent behavior is essential to a consistent and efficient customer experience. We all know that in this age of digitization, however, your company’s self-service strategic plan has to consider more than just the voice channel. This post details the importance of omnichannel, and how to consider introducing AI self-service across all channels in an integrated way.

Best practices 55

Best practices Self service Engineering Call Center 55

SharpenCX

JANUARY 9, 2018

Learn about the best practice that can improve the engagement and performance of your front-line customer service agents. [.]. Read More. The post The Contact Center Coaching Best Practice You Aren’t Using appeared first on Sharpen Contact Center Software.

Best practices 52

Best practices Coaching Contact Center Contact center software 52

Advertisement

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

Surveys

Natalie Petouhof

JANUARY 9, 2018

Tweet I was working for a company that had found themselves in a situation where they had poor morale. Raises were few, partially because of the economy and as a result, people were working very hard and not feeling appreciated. HR came to me to ask what to do. As an early design-thinker, my reaction was always to ask the “customer.” In this case, the “customer” was our own employees.

Personalization 51

Personalization Management Morale Engineering 51

ForeSee

JANUARY 9, 2018

Winning retailers understand that the competition doesn’t rest in the post-holiday shopping season. They know that the best way to keep their edge is with strong customer experience (CX). But. The post Find out how top retailers are winning with CX at NRF 2018 appeared first on ForeSee.

Customer Experience 45

Customer Experience 45

Comm100

JANUARY 9, 2018

Running a successful business requires more than just a great product — it also means that you need to please your customers and ensure their satisfaction. However, knowing whether or not you are delivering service that meets their expectations can be difficult if you don’t reach out to them. Many businesses assume they know what their customers want, when those assumptions can be very different from their customer’s experiences.

Surveys 40

Surveys Feedback Benchmark Banking 40

LiveVox

JANUARY 9, 2018

In the first post of this three-part series, we covered why managing consumer consent is important in a multichannel environment. With this second entry, we’ll look at the four components that make up an effective consent management strategy. While each contact center may have variations to their approach based on business need, there are fundamental.

Multichannel 40

Multichannel Management Contact Center 40

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.

Customer Experience

Jon Arnold

JANUARY 9, 2018

Got to see a bunch of really good films during the break, and I'll bet you can tell which one inspired this post. My latest No Jitter column is running now , and it explains why I see some telling parallels between the shape of water and the shape of collaboration, and how this should provide points of caution for IT decision-makers going into 2018.

Enterprise 40

Enterprise Technology 40

Rant And Rave

JANUARY 9, 2018

Our customers are presented with so much choice in the way they shop, communicate and interact with us.

Customer Experience 53

Customer Experience 53

Toister Performance Solutions

JANUARY 9, 2018

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Employees waste a lot of time at work. A 2014 Salary.com survey discovered that 57 percent of employees admitted to wasting at least one hour per day.

Advertising 28

Advertising Personalization Contact Center Surveys 28

TechSee

JANUARY 9, 2018

In anticipation of the biggest boxing fight of the year – Floyd Mayweather Jr. vs. Conor McGregor- a major US cable company had high expectations. Pay-per-view (PPV) is one of their most lucrative revenue streams, especially when broadcasting live combat sports such as boxing, mixed martial arts and professional wrestling. The PPV fee was set at $99.95 , and based on past sales, an estimated six million homes in the US and the UK were expected to purchase access to the private telecast.

Customer Service 170

Customer Service Call Center Engineering Advertising 170

Advertisement

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.

Self service