Beyond Philosophy

FEBRUARY 15, 2018

The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their violation and abuse of consumer trust. The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011.

Banking 353

Banking Accountability Consulting Consulting 353

Contact Center Pipeline

FEBRUARY 15, 2018

When it comes to culture, lasting change starts at the top with the leadership team. “Employees are ready to be engaged and empowered,” says employee and customer empowerment expert Shawn Casemore, author of The Unstoppable Organization: Empower Your People, Engage Your Customers and Grow Your Revenue. “It’s the mindset shift in leadership that is the […].

Coaching 276

Coaching Contact Center Call Center 276

BetterXperience

FEBRUARY 15, 2018

You are measuring the wrong things in your service center, it is a big reason your CX efforts are having trouble getting traction or funding. There is a better way.

Customer Service 127

Customer Service Customer Experience 127

The Northridge Group

FEBRUARY 15, 2018

Customer experience is top of mind in every organization. Keys to a successful enterprise are centered around realizing the lifetime value of a customer and designing work processes that create customer “delight”, resulting in their likelihood to recommend you to others. According to our recent customer service experience report , 80% of consumers say they will switch to a different company because of bad customer service, and only half say they would consider returning – the stakes are high!

Customer Experience 94

Customer Experience Enterprise Customer Service Management 94

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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

FEBRUARY 15, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.

Healthcare 86

Healthcare Customer centricity Technology Education 86

Mindtouch

FEBRUARY 15, 2018

Self-service for the sake of self-service just isn’t enough. There, I said it. Etch it in stone. Tell a friend. Because the truth is, your self-service experience probably isn’t as good as it could be. And hidden sticking points could be leaving customers dissatisfied, frustrated, and hampering your aspirations for blockbusting, show-stopping ticket deflection.

Self service 85

Self service Customer effort Customer Support Customer Experience 85

UJET

FEBRUARY 15, 2018

In 2017, we saw some of today's biggest companies face major customer support challenges, most of which could have been avoided had they implemented the right technologies and processes. Not only does poor customer service lose organizations a massive amount of money (nearly $62 billion per year), it damages reputations, hurts customer retention, and affects the bottom line.

Customer retention 77

Customer retention Customer Support Technology Customer Service 77

Fonolo

FEBRUARY 15, 2018

The relationship between contact centers and their customers can be a volatile one. Sometimes the experience is just not up to par, other times customers are ranting and raving about how happy they are. I’m sure your contact center can relate to both sides of the spectrum. Just keep in mind, there are always things you can do to increase the amount of positive outcomes you receive.

Call Center 75

Call Center Contact Center Big data Coaching 75

Branch Mesenger

FEBRUARY 15, 2018

In the past two decades, there has been a new entrant in the restaurant vertical: fast casual establishments. Not quite fast food. Not quite full-service restaurant. Fast casual is a blend of the speedy service elements that has made fast food chains like McDonalds legendary. Unlike many of the fast food restaurants, fast casual tends to feature healthier, fresh ingredients despite the speed at which their meals are prepared.

Wait times 67

Wait times Technology Enterprise Management 67

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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

Bright Pattern

FEBRUARY 15, 2018

The cloud contact center space continues to grow as enterprises look to replace their end-of-life premise-based contact centers. Cloud vendors continue to innovate and develop capabilities making it more beneficial to operate contact centers in the cloud. Because of the many vendors, if can be difficult for enterprises to efficiently evaluate the solutions available.

Call Center 70

Call Center Cloud contact Contact Center Enterprise 70

Sykes

FEBRUARY 15, 2018

The digital disruption in healthcare is here. The advent of MACRA, the shift to merit-based pay and other factors have not only changed patient expectations, but also affected how providers communicate with patients. Greater emphasis on the quality of care rather than quantity is driving physicians and companies to find more ways to better engage consumers.

Healthcare 67

Healthcare Enterprise Marketing Customer Service 67

ijgolding

FEBRUARY 15, 2018

If you have ever met me, or indeed read anything I have written, it is extremely likely you will know that I am rather passionate about the Customer Experience (CX) Profession. In fact, anyone who comes in to contact with me via any means will almost certainly fail to avoid that fact! I make no apology for it – those of us who have chosen to dedicate our careers to enabling organisations to genuinely ‘operationalise’ CX, need and deserve to have their skills and capabilities re

Customer Experience 57

Customer Experience Sales Marketing 57

Toister Performance Solutions

FEBRUARY 15, 2018

My credit card recently expired, which meant updating accounts such as Netflix, cable, etc. where the card was used for automatic payment. It was a strangely inconsistent process from company to company. My cable company's website wasn't working, so I had to contact a live agent. I opted for chat, hoping this would be the most convenient. It was not a great experience.

Wait times 55

Wait times Chatbots Best practices Benchmark 55

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

Journey mapping

DMG Consulting

FEBRUARY 15, 2018

IVAs Can Remake the Self-Service Landscape. 2/9/2018. By Donna Fluss. View this document on the publisher’s website. A remarkable thing is happening in the realm of customer service: After years of rejecting self-service, customers are changing their tune. Consumers of all ages are showing a preference for self-service solutions over talking to agents or using chat boxes, provided they do their jobs well.

Self service 54

Self service Interactive Voice Response Virtual Agent Analytics 54

Strategic Contact

FEBRUARY 15, 2018

Contact center management labors under constant pressure to do more with less… FASTER! The latter often results in hurried technology implementations that fall short of the benefits the center hoped to realize. The following tables summarize the dos and don’ts of project execution and functionality deliver positive results. Project Execution Don’t: Do: Business Impact Launch.

Contact Center 48

Contact Center Technology Management 48

Monet Software

FEBRUARY 15, 2018

As every contact center manager knows, there is stuff you can control and stuff you can’t. You cannot control the number of calls received every day – though a workforce management solution can deliver accurate forecasts to remove much of the guesswork. But you can control agent start times and end times. It’s up to the manager to decide whether these should be fixed, or if it is preferable to adopt a more flexible shift model.

Contact Center 48

Contact Center Service level Feedback Management 48

Aspect

FEBRUARY 15, 2018

With the 2018 Winter Olympics now underway in Pyeongchang, South Korea, the world watches in collective amazement to see the world’s best athletes come together to celebrate the time-honored athletic tradition. And while your skating skills might not necessarily translate to success within the contact center, that doesn’t mean there aren’t plenty of teachable moments at the games this year.

Customer Service 48

Customer Service Contact center software Contact Center Coaching 48

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

Feedback

Monet Software

FEBRUARY 15, 2018

Important data and critical insights are contained in every phone call fielded by your contact center. Are you making the most of them? You are, if you have a speech analytics solution. If you have not added speech analytics to your business yet, there are messages being sent by your customers that agents may not recognize. And when those messages are overlooked, those customers may not remain customers for long.

Analytics 48

Analytics Scripts Upselling Contact Center 48

Provide Support

FEBRUARY 15, 2018

Critical Thinking For Customer Service. Customer service jobs require a composite mix of soft and hard skills for success. To positively interact with customers and team members we need social and emotional intellegence, and self-regulation skills. We also need lots of technical expertise, general industry and product knowledge to handle everyday customer requests effectively.

Customer Service 50

Customer Service Personalization 50

Monet Software

FEBRUARY 15, 2018

Last year, the Harvard Business Review interviewed 7,500 customer service representatives from more than 30 countries around the world. It found there were three types of business cultures in this sector: Adherence In these companies, everything is done “by the book”. Rules are established for how to handle situations, and no exceptions permitted. Personal Judgment Here, employees are allowed (and encouraged) to make decisions based on their best judgment and personal experience.

Call Center 48

Call Center Metrics Coaching Feedback 48

Thinq

FEBRUARY 15, 2018

Telinta and thinQ offer a joint promotion, enabling VoIP service providers to benefit from high-quality switching, billing, VoIP Termination and… The post Telinta and thinQ Work Together to Offer Savings for VoIP Service Providers appeared first on thinQ.

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voip Call Center 40

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

Contact Center

Service Agility

FEBRUARY 15, 2018

Originally published in The Contact Center Pipeline, October 2016 My flight just got cancelled, and I have to make it home tonight to attend my daughter’s holiday dance recital. Or maybe, after 17 years of paying premiums, I have to file my first claim. Or, maybe my PC is all locked up, and I’ve got a key client deliverable due in two hours. I need to call.

Interactive Voice Response 40

Interactive Voice Response Airlines Contact Center Analytics 40

Thinq

FEBRUARY 15, 2018

Telinta and thinQ offer a joint promotion, enabling VoIP service providers to benefit from high-quality switching, billing, VoIP Termination and… The post Telinta and thinQ Work Together to Offer Savings for VoIP Service Providers appeared first on thinQ.

voip 40

voip Call Center 40

Jon Arnold

FEBRUARY 15, 2018

Got my hands full here at ITExpo this week, and am behind on writing and blogging. Got a few posts to get out today, starting with this one. Having emerged from Chapter 11 and going IPO last month, Avaya has the makings of the Great American Comeback story. The elements are certainly there, but many big questions still remain, and this isn't really a clean slate fresh start.

Feedback 40

Feedback Contact Center 40

Thinq

FEBRUARY 15, 2018

The post Telinta and thinQ Work Together to Offer Savings for VoIP Service Providers appeared first on THINQ - Better Voice & Messaging for Telcos, Contact Centers, & Enterprises.

voip 40

voip Enterprise Contact Center Call Center 40

Advertiser: ZoomInfo

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

Technology

Jon Arnold

FEBRUARY 15, 2018

Just a quick shout-out about my newsletter, which I finally got going in December. Some of you follow my blog on your own, and many track it via RSS. That's fine, but what I really want is for you to sign up for my newsletter, which I'm trying to make into a monthly thing. That's easier said than done given all the hats I wear, but the February edition has now been sent to subscribers, and the feedback has been positive.

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Feedback Contact Center 40

Brad Cleveland Blog

FEBRUARY 15, 2018

The foundation of customer advocacy is knowing your customers. What they need, expect and experience. But that knowledge won’t get you far without the means to act. I explore what that requires in the video below, part of the Lynda.com … Continue reading → The post Customer Advocacy: Creating the Means to Act appeared first on Brad Cleveland.

Customer advocacy 26

Customer advocacy Contact Center Call Center Customer Service 26

Verint

FEBRUARY 15, 2018

This week as we celebrate Valentine’s Day, it’s a good time to remember the role that emotion plays in customer service. Have you thought about that before? If you haven’t, consider how your positive feelings about a brand partly arise from the good feelings you had about a customer service experience—or several of them. In a new article for Contact Center Pipeline , I discuss some simple, practical ways that organizations can demonstrate to their customers that they matter.

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Contact Center Average Handle Time First call resolution Customer Service 26