ShepHyken
FEBRUARY 9, 2018
This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken. What is the most important thing you can do to improve relationships with your customers?
Beyond Philosophy
FEBRUARY 9, 2018
Colin Shaw and Professor Ryan Hamilton discuss why customers often focus on seemingly unimportant things and how these thing can in fact be the most important. Classic research from the University of Chicago shows that customers tend to focus on product details or attributes that have nothing to do with the true value, but have a great deal of influence on customer perception and experience.
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aircall
FEBRUARY 9, 2018
Believe it or not, that trendy workspace you just leased in an old textile warehouse is not the most important investment you’ll make in your company. It’s the people in that building who drive growth, manage operations, and give your brand its identity. And when you hire support representatives, your decisions will have a major impact on all three categories.
360Connext
FEBRUARY 9, 2018
No matter what language they speak, there’s typically a barrier between the language brands use internally and the language customers use while trying to get something done. Yet it really isn’t what they hear, but how it makes them feel and what it makes them want to do next. Does it drive the next best action, or leave them scratching their heads and dropping out of the journey?
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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.
UJET
FEBRUARY 9, 2018
Every year, companies like LinkedIn, Glassdoor, and Indeed put out lists of the top places to work. From hammocks and ping-pong tables to fully stocked break rooms and rooftop zen gardens, it may seem like company culture is directly tied to the amount of money you’re willing to spend. But a recent visit to a contact center, which happened to be located inside of the Perryville Correctional Facility in Arizona, proved the exact opposite: an awesome culture isn’t something that’s bought.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Mindtouch
FEBRUARY 9, 2018
This is our fifth consecutive year creating a list based on the TOP Customer Success Influencers and Strategists around the globe. If you want to know why there is value in creating an influencer list, read more about TOP 100 lists here. I can assure you, the value is worth the monumental effort that goes into compiling it. The first year we used a social scrubbing platform (Sprinkler) to find the most influential global leaders.
Pipkins
FEBRUARY 9, 2018
Pipkins has opened a new data center in London, according to Dr. James Pipkins, President and CEO of Pipkins, Inc. , a leading provider of workforce management software solutions and services to the contact center industry. Dr. James Pipkins, President and CEO of Pipkins, Inc. “To better serve our customers in the United Kingdom, continental Europe and the Middle East, we have opened a new data center in London,” said Dr.
CSM Magazine
FEBRUARY 9, 2018
Not listening could be driving your customers away. Listen well and you’ll not only keep them, you’ll increase sales and customer loyalty. Even though communication involves two parts – speaking and listening – I believe that listening is 2/3 of successful communication. Someone can speak all they want. But if the other party doesn’t listen – really listen – nothing that was said matters at all.
Aspect
FEBRUARY 9, 2018
I recently read a news story about Fabio. No, not the Fabio famous for steamy romance novel covers and more recently hustling imitation butter. This Fabio is a robot who was recently fired from a grocery store for failing to assist customers. Fabio was unable to help customers find the products there were looking for and customers ended up going out of their way to avoid him.
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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
CSM Magazine
FEBRUARY 9, 2018
Are you treating customer service as an add-on to your business? If you are, you will never provide really great service. If someone asked you what your business does, what would you say? If you are like most business people, you would respond with something about your core offering. You’d say, “We are a bookstore.” “We provide health care to the community.
Mindtouch
FEBRUARY 9, 2018
Think about the way you walk up a flight of stairs. It’s something you do at least a couple times a day, without thinking twice. Do you ever question that the next step is going to be there? Hardly ever. Even if it’s your first time on a particular staircase, you know that next step will be there. You don’t even look down. All you have to do is take the first step.
Revation Systems
FEBRUARY 9, 2018
Technology is constantly shifting the expectations that individuals have for the way they engage with the world around them. The relationship between a company and customer is no exception. The modern contact center must be constructed with these expectations in the design, given that 76 percent of customers claim they will terminate a business relationship based on a negative experience.
FreshGrade
FEBRUARY 9, 2018
Busy week? We’re here to help. Here’s our roundup of top educational stories from the past seven days: A California School District exploring strength-based learning is learning that focussing on what students do well produces more significant levels of engagement and higher levels of academic achievement. The traditional way of teaching and assessing students in literacy doesn’t work.
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.
Jon Arnold
FEBRUARY 9, 2018
Here's the final preview post for the sessions I'll be moderating next week at ITExpo in Fort Lauderdale. We're getting our share of snow here in Toronto, so let's just say the change of scene will be nice! This session will be on the Friday at 11am in Room 210, and joining me will be David Frankel of ZipDX , Brad Blanken of Bandwidth.com , and David Walsh of VoIP Innovations.
FreshGrade
FEBRUARY 9, 2018
Busy week? We’re here to help. Here’s our roundup of top educational stories from the past seven days: A California School District exploring strength-based learning is learning that focussing on what students do well produces more significant levels of engagement and higher levels of academic achievement. The traditional way of teaching and assessing students in literacy doesn’t work.
CSM Magazine
FEBRUARY 9, 2018
Today’s customers demand a great customer experience and will not settle for anything less. Here are ten ways to make it happen. It is no longer good enough for companies to provide good customers service — rather, companies need to create memorable interactions with customers that help establish a loyal relationship and promote brand advocacy.
LiveChat
FEBRUARY 9, 2018
Building customer trust is a crucial step towards the success of any online business. And whether you are an established business or a startup, walking an extra mile to assure customers and prospects can trust you, is worth all the hard work. If you are struggling to convert your customers , there might be a trust issue between them and your business.
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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.
CSM Magazine
FEBRUARY 9, 2018
The importance of consistency in building strong customer relationships can’t be overemphasized. Customers want to have confidence that we’ll deliver on our promises every time. Companies like McDonald’s and Starbucks weren’t always big guys. They started out small and grew. And their growth was laid on a foundation of consistency in their market, in terms of the quality of their products and the service they delivered.
Horizon CX
FEBRUARY 9, 2018
WE HAVE MOVED Coupled with the launch of my new website www.horizoncx.
Verint
FEBRUARY 9, 2018
Reacting after the fact to an unforeseen security event used to be the only option for bank officials. But now, as financial organizations are facing a new risk paradigm that encompasses both cyber and physical threats, the level of intelligence needed to be fully prepared has increased tremendously. And, this expansion has led to a new and smarter type of security approach: one that is proactive rather than reactive.
ijgolding
FEBRUARY 9, 2018
Every day, every week, every month, every year, I learn something new. It is one of the reasons I obsess with calling myself a ‘specialist’, not an ‘expert’ Specialists never stop learning and I am regularly reminded that there nuggets of knowledge waiting around every corner. A few weeks ago, a fellow Customer Experience Specialist – an amazing lady called Jan Richards – passed on one such nugget.
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!
Comm100
FEBRUARY 9, 2018
One way to achieve customer service consistency is to create a knowledge base as a single, infallible point of knowledge for customers or even for your staff. Building a knowledge base isn’t easy, but luckily there are examples all around the internet that you can take inspiration from. Read on to see how other companies are doing it, and what you can learn from them.
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