Beyond Philosophy
JANUARY 17, 2018
Imagine that you bought a ticket to see a play for $20. But when it’s time to go to the theatre you have lost the ticket. Would you buy another ticket for the show for $20? The reason I ask is that it is a significant economic decision and not everyone places the same value on their $20. This leads me to the concept of fungibility. Unless you are an economist, you have probably never heard the word fungibility.
Contact Center Pipeline
JANUARY 17, 2018
After more than 20 years in the on-demand contact center industry, I’ve come across some great work-from-home practices. And a few not-so-good ones, too. Whatever the workstyle or workspace, an agent needs to be efficient and productive. While remote work from home is free range, it isn’t a free-for-all. Routine and discipline are required to […].
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Kayako
JANUARY 17, 2018
When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it. Customer experience encompasses the entire end-to-end journey a customer takes. That involves a whole lot more than just your customer service or support team.
ShepHyken
JANUARY 17, 2018
I recently planned a small two-day meeting for about 25 people. This was the second year for this meeting. The previous year we had stayed at a hotel that did a magnificent job of taking care of us. After that meeting, I talked to our sales rep and mentioned that if they repeated the contract we signed for that first year, we would most likely come back.
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Tenfold - Contact Center Blog
JANUARY 17, 2018
Customer experience is the new frontier – – while this concept has been shopped around for a few years, it really captured business minds in 2017. Influencers and marketing blogs alike are all over this topic, giving tips on how to enhance Customer Experience and theories on how CX “works”. Beyond the buzz CX has been generating, studies prove that customers’ experience of your business is indeed worth a closer look.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Cyara
JANUARY 17, 2018
Over the past few months, Cyara's Domain Consulting team has been sharing insights about DevOps/Agile trends we've identified while working with our customers. We wrote about the goals of CX leaders and identified a DevOps/Agile maturity scale for organizations. In this post, I'd like to cover a trend we've identified around feedback loops in the Agile/DevOps process.
Outsource Consultants
JANUARY 17, 2018
In a recent article , Nancy Selby informs us that customer experience is so important for companies that it will become the number one differentiator for customers within the next five years. People want a great experience, and a major part of that experience is based on contact center performance. Selby provides sixteen tips for how contact centers can improve their customer experience: Know your audience.
AnomalySquared
JANUARY 17, 2018
Admit it, you hate being put on hold, and all those automated messages that prompt you to "press 2 for more information." You just want to talk to someone. An actual human being, not another one of those prompted robotic voices. In a time when automation runs rampant, by the time a customer actually gets the chance to speak to an agent, they have already been on the phone for some time.
Outsource Consultants
JANUARY 17, 2018
In a recent article , Steve Kraus addresses a common, but major, problem in the call center industry: agent attrition. Customers are often frustrated and angry by the time they reach a call center agent, which means the agents should be upbeat with a fresh mind to engage the customer and make them happy. The issue with this scenario is that agents get burned out from the grind of a stressful call center environment, which means that some calls are going to go badly.
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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
DMG Consulting
JANUARY 17, 2018
DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. 1/3/2018. New architectures and intelligent automation position WFO sector to suceed. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report.
Branch Mesenger
JANUARY 17, 2018
Are you ready for the fifth quarter.of retail? With our headquarters in Minneapolis, Minnesota, we couldn’t help opening with a little football reference. Quite timely given the season and the fact that our hometown franchise Vikings are just one game away from becoming the first home team to host a Super Bowl following one of the greatest plays in NFL postseason history.
Aspect
JANUARY 17, 2018
Savvy business leaders understand that in a digital age driven by customer experience, the contact center is the engine of success today. They also understand that the contact center’s responsibility has shifted from a relatively one-dimensional relationship with customers to an infinitely more complex omni-channel dynamic, which is being played out on social media at an ever-accelerating pace.
CX Journey
JANUARY 17, 2018
Image courtesy of Pixabay Today I'm pleased to share a guest post by Paul Laughlin. This post was originally published on his blog on October 2, 2017. Do you have a stakeholder map? Is it up-to-date and do you use it? Those questions frequently come up when I’m working with clients. In either training or coaching, the need to "know your stakeholders" is a common one.
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.
Solvvy
JANUARY 17, 2018
The post The 33 Essential Customer Service Metrics: The Complete Guide to Measuring Customer Support appeared first on Solvvy.
Arbeit
JANUARY 17, 2018
I'm sure we can all acknowledge that efficiency is vital in the workplace. Technology today has allowed people to be more efficient by doing simultaneous tasks at a much faster rate than any one human could ever do themselves. This will overall improve the company's procedures and provide tremendous benefits. One of the most notorious technologies that perform simultaneous tasks at a fast rate is automatic dialers.
LiveVox
JANUARY 17, 2018
2017 was another interesting year in TCPA developments. With the rate of TCPA complaints filed with the FCC close to 2016’s record breaking statistics of over 4,000+*, caution regarding contact center outreach will no doubt be dictating engagement strategies again this year. One of the most challenging aspects of the TCPA is the combined unclarity. The post 2017 in Review: TCPA and Technology appeared first on Livevox.
Verint
JANUARY 17, 2018
In a blog post before the holidays, I discussed eight areas to consider as part of your automation and AI strategy. I also suggested a four-part automation innovation strategy framework to consider as part of your 2018 automation strategy planning. How fast are organizations adopting AI in your industry—and how does your organization compare? For a quick benchmark on the adoption and investment in AI technology by industry segment, check out Exhibit 1 in the recent McKinsey and Company article W
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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.
Contact Center Geek
JANUARY 17, 2018
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Brad Cleveland Blog
JANUARY 17, 2018
Many successful leaders establish an overall measure of customer satisfaction to gauge progress. I concur that’s a wise move, but it’s important to do so with some cautions in mind. A recent Lynda.com course that I recorded addresses this topic … Continue reading → The post Establishing a Key Performance Indicator appeared first on Brad Cleveland.
Fonolo
JANUARY 17, 2018
Chatbots have earned a number of pseudonyms over the last few years. Some are accurate representations of the technology; others are just downright wrong. I mean, you wouldn’t call your customer service agent by a different name other than the one they gave you, right? It’s important to understand that not everything that comes under the umbrella of artificial intelligence is considered a “chatbot”.
Brad Cleveland Blog
JANUARY 17, 2018
Many successful leaders establish an overall measure of customer satisfaction to gauge progress. I concur that’s a wise move, but it’s important to do so with some cautions in mind. A recent Lynda.com course that I recorded addresses this topic and others associated with Customer Service Leadership.
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!
CSM Magazine
JANUARY 17, 2018
A global study of 20,000 utility customers across 20 countries reveals the latest customer engagement opportunities for Utility Providers. “The Engagement of Opportunity for Utilities” report by HomeServe surveyed 20,000 Utility customers across 20 countries to better understand concerns, behaviours and needs. The report has revealed the challenges and opportunities facing Utilities to differentiate their product offer, improve engagement and become more relevant within customersR
Brad Cleveland Blog
JANUARY 17, 2018
Many successful leaders establish an overall measure of customer satisfaction to gauge progress. I concur that’s a wise move, but it’s important to do so with some cautions in mind. A recent Lynda.com course that I recorded addresses this topic and others associated with Customer Service Leadership.
Provide Support
JANUARY 17, 2018
The value of keeping the right customers. Acquiring new customers is important, but retaining them is more profitable. In order for a business to survive, it needs money. To make money, you need customers. More specifically, you need happy and loyal customers. If your business focuses on customer satisfaction, it is more likely to keep these customers happy and returning.
Eptica
JANUARY 17, 2018
Date: Wednesday, January 17, 2018 5 ways to get your email customer service ready for 2018. Published on: January 17, 2018. Author: Pauline Ashenden Despite the rise of new channels such as social media, email is still the number one digital channel for customer service. According to analysts Contact Babel, email makes up an average of 20.5% of incoming interactions to customer service teams , well ahead of social media and chat.
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
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