Beyond Philosophy
MAY 18, 2018
A difference exists between what people say they will do and what people do. People say they want salads in theme parks but order hamburgers. People say they want to save the planet but then ignore the recycling bin. People say they want many choices but then complain that there were too many choices to decide. In short customers are irrational! We recently enjoyed debating this in our podcast Why Are Customers Irrational?
Brad Cleveland Blog
MAY 18, 2018
If your operation is chronically missing your service level target, it may be an indication of a fundamental misconception about the importance of service level. You’ll need to focus on a service level objective that your center can realistically achieve.
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Beyond Philosophy
MAY 18, 2018
How should I set the price for my product or service? Colin Shaw and Professor Ryan Hamilton discuss how customers separate money into different mental accounts based on many subjective criteria. What does this mean for your pricing policy? The post How Should You Set Your Price For Best Results? appeared first on.
ShepHyken
MAY 18, 2018
This week we feature an article by Gary Anderson who explains why the customer experience creates customer loyalty and generates repeat business. – Shep Hyken. The goal of this article is to touch on three pillars of a business –– product, price, and experience –– and break down which of these three is the most important to driving success. The article will argue that while offering a superior product at a competitive price is a must, it is this third pillar, experience, which can build a brand
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Taylor Reach Group
MAY 18, 2018
By Colin Taylor. In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. It has been said that Call Centers produce more data and more measurement opportunities than is possible in almost any other communications channel. But while we know what each of these acronyms stand for, our callers and customers may have a slightly different perspective based on their experience.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Aspect
MAY 18, 2018
Some great news from the UK Cloud Awards – we were named the winner in the Security Solution of the Year category for Aspect Verify! This award is a fantastic endorsement of the innovative nature and consistently excellent performance of Verify, and is recognition of the wonderful work that the team has been doing over the past year. The ceremony was held at County Hall close by the River Thames, and saw a host of big names in tech attend to celebrate their successes in cloud.
Kayako
MAY 18, 2018
If you to run a successful e-commerce store then exceptional customer service, customer satisfaction, and retention are essential. Having a well-defined customer service strategy in place can no longer be an afterthought. Below you can find five ways the largest e-commerce companies are boosting their sales through providing world-class customer service.
Aspect
MAY 18, 2018
With fraud continuing to be an area of concern, enterprise IT departments are pressing forward with best effort approaches to securing data. Agents in the contact center touch various systems holding personal and sensitive information and speak to customers over the phone and other channels. What can be done to ensure agents do not collect certain information and take it outside of the contact center to potentially commit fraud?
TRUSTID
MAY 18, 2018
The Facebook-Cambridge Analytica privacy scandal is the latest in an unprecedented wave of massive data breaches that have occurred over the past few years. This failure to protect the privacy of individuals’ personal information is increasing consumer demands for banks to use stronger authentication tools to protect their sensitive data. And rightly so. .
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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
LiveChat
MAY 18, 2018
How many of you have ever argued online about politics, religion or lifestyle (or whether it’s Laurel or Yanny)? I bet that most of you did that. What were your feelings after these discussions? Did you enjoy it? Did you and your interlocutors come to one conclusion? Or maybe you ended promising to yourself that it was the last time you took part in an online discussion?
iCiDIGITAL
MAY 18, 2018
Digital has caught the attention of senior executives at enterprise organizations across verticals. Executives who once viewed digital strategy and customer experience as tangential to their core business now view these areas as critical to company success and possibly to survival. While having executive interest and attention in customer experience can benefit a marketing team by increasing the budget and resources available to that team for initiatives, it also comes with potential drawbacks.
Brad Cleveland Blog
MAY 18, 2018
If your operation is chronically missing your service level target, it may be an indication of a fundamental misconception about the importance of service level. You’ll need to focus on a service level objective that your center can realistically achieve. … Continue reading → The post Service Level: Realistic Targets, Taken Seriously appeared first on Brad Cleveland.
Branch Mesenger
MAY 18, 2018
If you've rolled through the dining room of the Broken Bow, Nebraska McDonald's, chances are pretty good that you've met Alice Pirnie. She's been a venerable installment there -- dishing out smiles and happy meals for 26 years. By now, the 90-year-old has become something of a local legend, recognizing customers on a first-name basis. And, if you happen to be rolling into town by way of the 92, then she'll more than likely ask your name and inquire about what town you happen to be from.
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.
Brad Cleveland Blog
MAY 18, 2018
If your operation is chronically missing your service level target, it may be an indication of a fundamental misconception about the importance of service level. You’ll need to focus on a service level objective that your center can realistically achieve.
Aria Solutions
MAY 18, 2018
When AWS launched the Amazon Connect cloud-based contact center service, our breath was taken away by the power and the flexibility – making us quickly become one of the first APN partners and take part in creating new add-on functionality and services. Having experience building customer engagement functionality in Salesforce that only supports digital channels, our team realized that Amazon Connect and its voice-based channel was a natural fit.
Aria Solutions
MAY 18, 2018
When AWS launched the Amazon Connect cloud-based contact center service, our breath was taken away by the power and the flexibility – making us quickly become one of the first APN partners and take part in creating new add-on functionality and services. Having experience building customer engagement functionality in Salesforce that only supports digital channels, our team realized that Amazon Connect and its voice-based channel was a natural fit.
Aria Solutions
MAY 18, 2018
When AWS launched the Amazon Connect cloud-based contact center service, our breath was taken away by the power and the flexibility – making us quickly become one of the first APN partners and take part in creating new add-on functionality and services. Having experience building customer engagement functionality in Salesforce that only supports digital channels, our team realized that Amazon Connect and its voice-based channel was a natural fit.
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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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