Myra Golden Media

SEPTEMBER 29, 2017

I got a job once when I complained about poor service. I was 17, and my mom and I were ready to check out at JCPenney. We couldn’t find a person anywhere in the juniors department. We walked over to lingerie and finally found someone in the boy’s department. That someone was a middle-aged man in a suit. With the boldness of a brash teenager, I said, “What do you have to do to get service around here?

Management 176

Management Personalization Customer Experience Customer Service 176

ShepHyken

SEPTEMBER 29, 2017

This week we feature an article by Doug Bell who writes about how leaders can optimize their company’s customer experience. It is important to have a plan in place for managing the customer experience and having a customer-focused culture. – Shep Hyken. A Simple Playbook for Managing Customer Experience. Every team inside a company impacts the customer experience.

Employee engagement 135

Employee engagement Feedback Customer Experience Management 135

Aspect

SEPTEMBER 29, 2017

Did you know that today is International Coffee Day? Add some pep to your step (and your IVR) with our new Coffee Break web series, Modern IVR: Perk Up Your CX. When you register , you’ll receive one ultra-focused 10 minute session directly to your inbox each day for 5 days. Complete the full series and get a $5.00 Starbucks Card on us. Is there a better way to celebrate?

Interactive Voice Response 79

Interactive Voice Response First call resolution Self service Customer Experience 79

Topdown

SEPTEMBER 29, 2017

In a recent article and video for Forbes, “ The Case for a Chief Omnichannel Officer ,” Blake Morgan ( @BlakeMichelleM ) argues for the inclusion of a Chief Omnichannel Officer in the C-suite. This would be an executive who manages all employee and customer touchpoints across the organization, getting them out of silos and creating visibility into the customer experience.

Chief Customer Officer 72

Chief Customer Officer Customer Experience Management 72

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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.

Aspect

SEPTEMBER 29, 2017

If there is one overriding theme throughout 2017 for Aspect it has been customer engagement. Customer engagement flows through everything we do: from every customer conversation through to every enhancement we make to our products to achieve the ultimate goal of improved customer satisfaction. Customer engagement is a strategy, it is omni-channel customer service, and it is the intricate, bespoke design elements we include in our customers’ technology implementations.

Enterprise 66

Enterprise Self service Technology Customer retention 66

Branch Mesenger

SEPTEMBER 29, 2017

You don’t have to look far to find articles that talk about how important happiness is in the workplace. But, many of these articles place emphasis on freelancers, knowledge workers, professionals, and salaried employees. As if the rest of the world’s workforce doesn’t want to be happy. According to the Bureau of Labor Statistics, 78 million Americans are paid hourly representing more than 58 percent of the country’s workforce.

Morale 48

Morale Personalization Management 48

DMG Consulting

SEPTEMBER 29, 2017

KPI Guide for Omni-Channel Contact Centers. 9/25/2017. By Donna Fluss. Introduction. Contact centers are highly complex operating environments with a lot of moving parts and activities. Executives and managers need real-time and historical key performance indicators (KPIs) and metrics to have full and timely visibility into the performance of their contact centers and employees.

Contact Center 48

Contact Center Metrics Consulting Consulting 48

Influitive

SEPTEMBER 29, 2017

Twenty million. That’s how many people use Schoology’s learning management software to advance what’s possible in education through forums, events, and digital networking. With those kinds of numbers, you’d be crazy not to incorporate word-of-mouth marketing into your marketing mix.

Customer advocacy 49

Customer advocacy Education Marketing Management 49

LiveChat

SEPTEMBER 29, 2017

Waiting creates an unnecessary break and theft of precious time, especially on a busy day. When customers are about to wait longer than expected, they leave. The good thing is, you can prevent such things and prove to your customers that your service is worth of waiting. You can even make the waiting experience enjoyable! Customers will be willing to wait if you provide them enough amusing distractions.

Customer Service 50

Customer Service Entertainment Wait times Construction 50

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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

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Pipkins

SEPTEMBER 29, 2017

Jim Reidy spoke about telecommuting at the Society for Human Resource Management’s 2016 Employment Law & Legislative Conference in Washington, D.C. In short, he noted that telecommuting could save companies about $11,000 a year per worker and made employees happier as they saved about $7000 a year on commuting costs, office attire, and the like.

Management 40

Management Coaching At home agents Contact Center 40

West

SEPTEMBER 29, 2017

So you’ve decided to move your contact center to the cloud. Great decision! But there are a few more choices to make, including which solution is right for you: SaaS or managed services. These have long been the two options available when it comes to contact center solutions. SaaS (Software as a Service) is a do-it-yourself option. A communications provider makes the environment available, but the buyer must understand how the software works and performs.

SaaS 59

SaaS Contact Center Management contact center solutions 59

Verint

SEPTEMBER 29, 2017

Senior executives ‘walk the walk’ in firms that are truly customer-centric. How can you make it happen? Senior executive buy-in is high on the list of ingredients for successful customer experience (CX) programs. In a previous column , I wrote about how to achieve this when you’re starting a program. The next big question is how do you keep it going along the journey to build and maintain a customer-centric culture.

Customer centricity 34

Customer centricity Analytics Average Handle Time First call resolution 34