Toister Performance Solutions

MARCH 29, 2018

A story about the tragic death of a pet hamster recently made national headlines. Belen Aldecosea was traveling from Baltimore to Fort Lauderdale last November. She wanted to bring along her pet dwarf hamster, Pebbles, which she claimed was certified by her doctor as an emotional support animal. When a Spirit employee told Aldecosea the hamster was not allowed to board the plane, Aldecosea flushed Pebbles down the toilet in airport restroom.

Airlines 48

Airlines Self service Best practices Feedback 48

Bright Pattern

MARCH 29, 2018

The Payment Card Industry Data Security Standards (PCI DSS) is a set of regulations mandated by the Payment Card Industry Security Standards Council designed to ensure PCI compliance surrounding credit card transactions and cardholder data.

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Call Center 47

Contact Center Pipeline

MARCH 29, 2018

As we get ready to close the book on March, we wanted to make sure that you didn’t miss out on some of the popular and insightful posts published on the Pipeline blog in the last few weeks. Our five most-read topics in March included a look at how to engage millennial employees; building better […].

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Sales Contact Center Call Center Management 124

Fonolo

MARCH 29, 2018

As humans, we’ve all had to endure the seemingly torturous act of waiting. Whether as a child, eagerly waiting for our slice of the birthday cake to be passed down, or as an adult, having to sit in drab waiting room at the doctor’s office. As Tom Petty and the Heartbreakers perfectly put it, “the waiting is the hardest part”. When it comes to customer service, it’s no secret that long wait times are something to be avoided at all costs.

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Wait times Construction Contact Center Benchmark 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 Guru

MARCH 29, 2018

Creating a perfect customer experience (CX) is definitely not an easy job. The consumer base is so diverse and demanding that not one solution fits all. Overcoming the challenges of CX may seem difficult, but you can start off by not making these few mistakes. Ignoring your customers. Not collecting feedback from the customer is an unforgivable mistake.

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Customer Experience Feedback Employee engagement Surveys 93

Mindtouch

MARCH 29, 2018

In April 2015, Google drew a line in the sand. Mobilegeddon , as it’s commonly referred to. A paradigm shift toward mobile-friendly content, one that coincides with another milestone that happened the same 2015: mobile searches surpassed desktop searches. We’ll leave it to our friends in SEO to speculate, articulate, and opine as to the technical rationale behind Google’s algorithm updates.

Customer Support 59

Customer Support Self service Engineering Customer Experience 59

Influitive

MARCH 29, 2018

For a modern technology company to thrive, having a community of engaged customers is essential. Nobody knows this better than Kate Cohen, Senior Manager of Product Marketing at Carbon Black, a leading provider of endpoint security solutions. Carbon Black’s customer community has a critical mission: to band together and combat attackers who threaten their companies’.

Marketing 63

Marketing Technology Management Customer advocacy 63

Taylor Reach Group

MARCH 29, 2018

CX and Contact Center consulting firm, The Taylor Reach Group Inc., selected to design and develop a Virtual Contact Center for a Home Improvement Services organization. TORONTO (PRWEB)March 28, 2018. Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc., announced today that they have been selected to design and develop a virtual Contact Center for a home improvement services company.

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Contact Center virtual call center Consulting Consulting 54

Outsource Consultants

MARCH 29, 2018

In a recent article , Nathan Ziv discusses how some companies have issues with their marketing departments and their contact centers clashing in strategy. Sometimes marketing departments will try to increase the number of calls to the company, which negatively affects the contact center if it’s not prepared or doesn’t have the scalability to meet the increased demand.

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Call Center outsourcing Contact Center call center software 52

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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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NICE inContact

MARCH 29, 2018

For Young Energy, a family-owned retail electric provider in Forth Worth, Texas, serving its 25,000 customers had become increasingly difficult. Disconnected platforms and systems, an inability to get the metrics it needed and few customer insights were all obstacles to the excellent experiences the company wanted—and needed—to provide its customers.

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Average Handle Time Contact Center Gamification Enterprise 48

Waterfield Technologies

MARCH 29, 2018

It’s that time of year when baseball appears on our television again…Batter Up, Baseball season has begun! But why are we talking about baseball? Well, the management of a sports […]. The post Baseball and Contact Center Technology appeared first on Waterfield Technologies.

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Contact Center Technology Management Cloud contact 40

Pipkins

MARCH 29, 2018

Over the years we sometimes have potential customers remark that they could probably build their own workforce management software with a series of Excel spreadsheets or Google Sheets. Others talk about hiring a few coders to write their own software. We respect their choices, but we do call back later to inquire – “How’s that working for you?” Nine times out of 10 the answer is “not so good.

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Management Contact Center Enterprise Customer Experience 40

Brad Cleveland Blog

MARCH 29, 2018

“Not everything that counts can be counted,” and “not everything that can be counted counts.” This quotation is sometimes attributed to Albert Einstein and though the source is not entirely clear, the message is. And it’s fair warning. We’ve got … Continue reading → The post Common Pitfalls in Service Metrics appeared first on Brad Cleveland.

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Metrics Contact Center Call Center 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

Verint

MARCH 29, 2018

Shawn Achor, founder, GoodThink, Inc. and author of Before Happiness and The Happiness Advantage, will be a keynote speaker at the Verint Engage global customer conference at the Sheraton Dallas Hotel May 14 – 17. Achor will present “Big Potential: How Transforming the Pursuit of Success Raises Our Achievement, Happiness and Well-Being” on the morning of Wednesday, May 16.

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Big data Journey mapping Customer Experience Management 23

Brad Cleveland Blog

MARCH 29, 2018

“Not everything that counts can be counted,” and “not everything that can be counted counts.” This quotation is sometimes attributed to Albert Einstein and though the source is not entirely clear, the message is. And it’s fair warning. We’ve got to be mindful about the metrics we establish and how much we read into them.

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Metrics Contact Center Call Center Management 20

Beyond Philosophy

MARCH 29, 2018

We like to think that influences on our behavior are things of which we are aware. It makes us feel like we are in control. However, forces affect our behavior whether we are aware of them or not. Moreover, the non-conscious influences of which we aren’t mindful have more sway over our behavior than our control-freak selves would like to admit. Non-conscious influences include the most common one that people talk about, subliminal messages.

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Airlines Advertising Consulting Consulting 244

Brad Cleveland Blog

MARCH 29, 2018

“Not everything that counts can be counted,” and “not everything that can be counted counts.” This quotation is sometimes attributed to Albert Einstein and though the source is not entirely clear, the message is. And it’s fair warning. We’ve got to be mindful about the metrics we establish and how much we read into them.

Metrics 4

Metrics Contact Center Call Center Management 4

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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

Zingtree

MARCH 29, 2018

For call centers and organizations, efficiency, effectiveness, and personalization are critical drivers in how a customer will react or respond to a communication, especially considering the aversion to the dreaded phone tree. Organizations like Easy Insurance Scripts are using call center scripting software to help agents achieve positive results with phone support, while also adopting a self-service, guided mentality.

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Scripts Call Center Customer Service Best practices 58