ShepHyken

APRIL 27, 2018

This week we feature an article by Seema Nair who writes about the importance of tailoring your e-commerce site to give your customers the best experience. The best customer service is invisible. It just happens. – Shep Hyken. Building an e-commerce site is just the first step of a successful e-commerce journey. An e-commerce site always needs to be tweaked and fine-tuned to align with ever-evolving business needs and customer expectations.

Enterprise 204

Enterprise Feedback Personalization Sales 204

Beyond Philosophy

APRIL 27, 2018

Colin Shaw and Professor Ryan Hamilton discuss how customers make complex decisions, even when they don’t really understand what they are doing or how they can make a decision. Find out what you can do to understand this and what you can do to design a great customer experience. The post How Do Customers Make Complex Decisions? appeared first on.

Customer Experience 150

Customer Experience 150

Call Center Weekly

APRIL 27, 2018

By Sean Hawkins On a daily basis, call center managers are inundated with data, decisions, escalations and reports. If all goes well, service levels have been met, CSAT or NPS will be satisfactory and you may actually have time to take an uninterrupted lunch. Such is the life of the contact center manager. At the end of the week, month or quarter, we review performance levels and take pride in the success of our centers.

Government 120

Government Metrics Call Center Contact Center 120

Contact Center Pipeline

APRIL 27, 2018

Employee turnover is currently high across sectors and is expected to continue to rise throughout 2018. It comes as no surprise then that two of the most-read blog posts in April were about how to deal with contact center agent turnover. Other top topics included insights on how to answer the toughest interview question (i.e., […].

Contact Center 100

Contact Center Engineering Call Center 100

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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.

Customer Service Life

APRIL 27, 2018

This article was first published on the FCR blog on April 6, 2018. Click here to read the original. As contact center leaders we’re often lightning rods for the latest, greatest technology on the market. While it’s fun fun to see what’s new, it can be a challenge to find the time in our busy schedules to attend a lot of demos. Good news! Our Emerging Technologies Team at FCR is constantly looking for the latest in technology that can benefit our teams, and it’s our pleasure to share some of the

Contact Center 68

Contact Center Upselling CRM Feedback 68

Influitive

APRIL 27, 2018

On Valentine’s Day this year, Nicole Dingley, Director of Customer Success at Wiley—a publishing and education technology company—gave each of her customers a gift card and asked them what it is that they love most about the company and product. Within 24 hours, she collected over 600 replies from advocates, generating a set of testimonials.

Education 68

Education Technology Best practices Customer advocacy 68

AnomalySquared

APRIL 27, 2018

"You better start swimming, or you'll sink like a stone. For times they are a-changing," Bob Dylan's 1964 lyrics still speak true to this day, and much has changed since the song debuted in the 1960's. The Baby Boomers that once made up a majority of the workforce are moving into retirement, and Millennials are taking their place. With this turnover in generations, also comes a change in perspectives, expectations, and culture.

Contact Center 53

Contact Center Management Metrics Call Center 53

TRUSTID

APRIL 27, 2018

For several years contact center and security analysts have warned about the dangers of relying on knowledge-based authentication (KBA) to identify callers over the phone. Despite challenge questions still being one of the most frequently used methods for identifying callers, a new report has found that banks have an widespread lack of confidence in knowledge-based solutions accurately authenticating customers over the telephone channel.

Telecommunications 52

Telecommunications Contact Center Call Center Banking 52

Mindtouch

APRIL 27, 2018

What a privilege to call San Diego home. Every day, our downtown office offers employees 360-degree views of America’s Finest City. On game days, we see the blimp circling PETCO Park. There’s traffic inching along the Coronado Bridge in the distance. All the hubbub of the surrounding neighborhoods, from East Village to Golden Hill and beyond. We see the sun rise and set, watch the airplanes landing throughout the day while we work on making the best customer self-service software on the pl

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Self service Sales Customer Experience 48

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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

Surveys

TRUSTID

APRIL 27, 2018

For several years contact center and security analysts have warned about the dangers of relying on knowledge-based authentication (KBA) to identify callers over the phone. Despite challenge questions still being one of the most frequently used methods for identifying callers, a new report has found that banks have an widespread lack of confidence in knowledge-based solutions accurately authenticating customers over the telephone channel.

Telecommunications 48

Telecommunications Contact Center Call Center Banking 48

Jon Arnold

APRIL 27, 2018

Haven't blogged in a while, mainly due to being so busy. Last week was MoNage and Cisco's customer care event, and this week has been month-end writing, getting plans in place for next week's Genesys event, and practicing music for the SIPtones gig we have next Wednesday night during CX18. Also been very active developing new projects based on inquiries from recent industry events, so things are never dull here.

Customer Care 40

Customer Care Contact Center 40

FreshGrade

APRIL 27, 2018

Busy week? We’re here to help. From teacher innovation to parent engagement, here are the stories we’ve been reading in the past seven days. Dr. Cederick Ellis talks to EdSurge about the four steps he took to catalyze change and support teacher innovation within a strict state accountability system. How do we bridge the cultural divide between black students and predominately white teachers?

Accountability 40

Accountability 40

Brad Cleveland Blog

APRIL 27, 2018

This discussion of communication continues with four more principles common to successful contact centers. You can read the first part of this discussion here. Develop Formal and Informal Channels of Communication. Effective leaders cultivate both formal and informal channels of communication. But … Continue reading → The post Cultivating Effective Communication, Part 2 appeared first on Brad Cleveland.

Contact Center 26

Contact Center Call Center Customer Service Management 26

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

aircall

APRIL 27, 2018

The future of customer service is certain. Brands will continue to shift away from labor-intensive measures and toward more self-help resources. But if the typical interactive voice response (IVR) system is any indicator, a full transition is still on a long way away. According to one study , 90% of customers who call a company want to speak with a representative.

Interactive Voice Response 102

Interactive Voice Response Call Center Surveys Personalization 102

Brad Cleveland Blog

APRIL 27, 2018

This discussion of communication continues with four more principles common to successful contact centers. You can read the first part of this discussion here. Develop Formal and Informal Channels of Communication. Effective leaders cultivate both formal and informal channels of communication. But the mission and values being communicated remain consistent.

Contact Center 20

Contact Center Call Center Customer Service Management 20

aircall

APRIL 27, 2018

The future of customer service is certain. Brands will continue to shift away from labor-intensive measures and toward more self-help resources. But if the typical interactive voice response (IVR) system is any indicator, a full transition is still on a long way away. According to one study , 90% of customers who call a company want to speak with a representative.

Interactive Voice Response 91

Interactive Voice Response Surveys Personalization Accountability 91

Brad Cleveland Blog

APRIL 27, 2018

This discussion of communication continues with four more principles common to successful contact centers. You can read the first part of this discussion here. Develop Formal and Informal Channels of Communication. Effective leaders cultivate both formal and informal channels of communication. But the mission and values being communicated remain consistent.

Contact Center 8

Contact Center Call Center Customer Service Management 8

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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.

Self service

aircall

APRIL 27, 2018

The future of customer service is certain. Brands will continue to shift away from labor-intensive measures and toward more self-help resources. But if the typical interactive voice response (IVR) system is any indicator, a full transition is still on a long way away. According to one study , 90% of customers who call a company want to speak with a representative.

Interactive Voice Response 48

Interactive Voice Response Surveys Personalization Accountability 48

iCiDIGITAL

APRIL 27, 2018

Over the years working with enterprises on their Adobe Marketing Cloud implementations, in particular Adobe Experience Manager (AEM), Target and Analytics, I have noticed an interesting enterprise organizational strategy towards implementation that, perhaps counterintuitively, wastes valuable time and money. The strategy relates to how an organization determines when and in what capacity to bring in an experienced implementation partner.

Marketing 40

Marketing Consulting Consulting Enterprise 40