Beyond Philosophy
MARCH 16, 2018
You know that old saying about what you make of you and me when you assume something? Well, it turns out, that economists made quite an assumption for years: that people were entirely rational in their decision making. However, they were wrong and we know they were because of the scientific method. Best of all, the truth is fairly simple and makes a lot of sense.
ShepHyken
MARCH 16, 2018
This week we feature an article by Marlene Caroseli who shares some great activities and questions to help customer service representatives improve their service and make the customers experience better. – Shep Hyken. Chip Bell is known for helping organizations create a customer-centric culture. He asserts that customers long to interact with—even relate to—employees “who act like there is still a light on inside.
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Beyond Philosophy
MARCH 16, 2018
Too many organizations don’t know what customers really want! They blindly undertake research and then wonder why the rest of the organization ignores it. Colin Shaw & Professor Ryan Hamilton discuss why this is the case and what organizations should be doing to ensure success. The post Why Don’t Organizations Understand Their Customers?
Call Center Weekly
MARCH 16, 2018
By Kathy Holdaway What does leadership look like when you are not the one in charge? How does your way of being, create a collaborative environment? How do you show up every day? Leadership starts with who you are on the inside. Being who you are, is the greatest gift we could ever receive from you. I wonder what practices keep you in tune with who you are, so that wherever you go, there you are.
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aircall
MARCH 16, 2018
Our 2018 customer support strategy survey was sent to 475 industry leaders. Some questions were straightforward. What is your annual budget? Do you employ remote agents? How large is your customer support team? All surveys were anonymous, so we can be confident that these answers were honest. Nowhere was this more apparent than the final question — an open response form.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Mindtouch
MARCH 16, 2018
There are a lot of reasons a customer support agent might be unhappy. Lack of resources and training, for example. Inadequate on-the-job tools. Maybe he or she is a Chicago Bears fan. Regardless of the reason, an unhappy group of support agents can make for unhappy customers and seriously impact customer experience KPIs. Wherever you find agent burnout, dissatisfied customers are not far away.
Influitive
MARCH 16, 2018
According to a 2015 Capterra survey, software companies with online reviews get 22% more traffic to their website and 79% more leads compared with vendors without reviews. Not only that, but 88% of people trust these reviews as much as they trust the opinions of their own family and friends. These are two of many.
DMG Consulting
MARCH 16, 2018
DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. 3/12/2018. Strong momentum driving market growth and investment. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 – 2019 Workforce Management Product and Market Report.
Aspect
MARCH 16, 2018
As a contact center leader, you may not necessarily have the time to keep up with the Kardashians. But if a recent Kylie Jenner tweet tells us anything, it’s that you’d better start paying closer attention. On February 21 st , she took to Twitter, posting what seemed at first glance to be a relatively benign message. “sooo does anyone else not open Snapchat anymore?
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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
Bright Pattern
MARCH 16, 2018
We all know that the No. 1 cause of consumer churn is poor customer service, even above high cost. What’s more, businesses are well aware of the fact that it costs more to find new customers than it does to retain current customers.
FreshGrade
MARCH 16, 2018
Busy week? We’re here to help. Here’s our roundup of top educational stories from the past seven days: The New York Times shares some great tips and apps for helping parents to preserve “refrigerator-door masterpieces.” “The skills I was building back then were valuable—for life and, who knows, potentially a career. My hope now for my students is that they are able to make the connections I missed.” EdSurge shares how middle school obsessions can help guide and shape the
LiveChat
MARCH 16, 2018
Let’s take a trip down memory lane to put a finger on how communication has evolved over time. Not as far back as Neanderthal cave paintings or carrier pigeons, instead let’s look at a more recent time after technology started to shape how we communicate. It started off with phone calls, moved on to text messaging and email, and now seems to have settled on in-app chats and over-the-top applications like Whatsapp or Facebook Messenger.
FreshGrade
MARCH 16, 2018
Busy week? We’re here to help. Here’s our roundup of top educational stories from the past seven days: The New York Times shares some great tips and apps for helping parents to preserve “refrigerator-door masterpieces.” “The skills I was building back then were valuable—for life and, who knows, potentially a career. My hope now for my students is that they are able to make the connections I missed.” EdSurge shares how middle school obsessions can help guide and shape the
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.
DMG Consulting
MARCH 16, 2018
Reality Check: WFO Solutions Must Be Rebuilt From the Ground Up. 3/9/2018. By Donna Fluss. View this document on the publisher’s website. A truly multitenant architecture—supporting cloud, on-premises, and hybrid solutions—is becoming a necessity. Workforce optimization suites continue to evolve to keep pace with the needs of the market, and today that means innovations intended to align WFO suites with the ongoing digital transformation occurring in enterprises of all sizes.
Comm100
MARCH 16, 2018
Imagine this: two sales letters are sent out to the same customer from two different companies. Both companies offer a product that fills the same need and send the letters on the same day of the week. But somehow, one sales letter ends up open on the customer’s desk – the other gets tossed in the garbage bin after a mere skim. A similar fate befalls two sales emails: the customer opens and even replies to one, while the other is erased almost as soon as it’s received.
Ameyo
MARCH 16, 2018
Lately, if you have contacted with your broadband provider or your bank, there is a very good chance you may have interacted with a bot, rather than a human agent. Chatbots are taking over customer service in a big way. And there is a good reason for that. The technology wonder is not only going to save enterprises billions of dollars, it is also expected to transform the customer service landscape.
Avaya
MARCH 16, 2018
All around the world, across the spectrum of disease, IT is changing our approach to chronic conditions and how we approach connected health. Text messages remind people living with HIV to take their medication and keep their medical appointments. Smartphone apps diagnose post-traumatic stress disorder by analyzing a user’s voice. Online forums enable breast cancer patients and survivors to trade information related to every stage of their care.
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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.
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