Beyond Philosophy
JUNE 21, 2015
Richard Branson, Founder of Virgin Group, led the charge for better parental leave benefits this week for his employees. The new policy at Virgin allows new parents one year of fully paid leave following the birth or adoption of a child. With Virgin’s announcement on Monday, they are one of only a few companies that offer this kind of benefit for its employees.
Callminer
JUNE 25, 2015
Speech analytics shouldn’t be a function of the contact center alone. Take a look at the importance and impact of speech analytics across the enterprise.
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Steve DiGioia
JUNE 19, 2015
This original article was written by Steve DiGioia. As a manager, supervisor or leader of a team or department, we are always right. We always make the correct decisions, we always lead the team in the right direction, and we are the most qualified persons with all the answers. How wrong can this thinking be? Once we believe all this rhetoric we are […].
CCNG
JUNE 1, 2015
Everyone has a story to tell. Everyone you meet knows something you don’t. We invite CCNG members to share their experiences, stories, and expertise in Contact Center Operations, Customer Engagement, and Customer Service.
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Contact Center Pipeline
JUNE 8, 2015
Managing expenses in a contact center is tricky business. We have to remember that the transactions we handle are done in a partnership with our customers, so the changes we make directly impact the customer experience. Yes, there are opportunities to trim costs while also improving contact satisfaction—implementing better self-service options is a great example. […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JUNE 18, 2015
Many of us would like to know the secret to lasting happiness. Everyone has ideas of course, and not a few of them involve material items. But science might prove that it doesn’t. Dr. Thomas Gilovich, a professor at Cornell University, believes that material items might provide happiness—but it doesn’t last. The problem is as soon as we have the item, we slowly get used to having it.
Callminer
JUNE 2, 2015
Research shows outsourced contact centers are on the rise. Take a look at 3 ways your BPO can improve the hiring and onboarding process to get the right kind of talent in place.
Steve DiGioia
JUNE 24, 2015
This original article was written by Steve DiGioia. You’ve experienced it. You come into work with a real big smile on your face and suddenly people respond to you with a smile and seem to treat you better. It’s a well-researched social phenomenon. In fact, just looking at photos of happy-faced people has been shown to make a person’s brain waves go into […].
CCNG
JUNE 1, 2015
Who doesn’t love a good whodunit? As an avid mystery reader, I enjoy the plot twists and turns and characters that flip-flop between villain and hero. The butler did it – no, that’s too obvious – okay, it has to be the shy and beautiful parlor maid; maybe. The discovery of a cryptic scrawled … Continue reading Speech Analytics: Magic, Mystery or Method?
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.
Win the Customer
JUNE 8, 2015
The call center is evolving. To compete, companies invest in better call center experiences, the right service processes, and system optimization tools. Did you know that almost one in every 25 jobs in the US is within the contact center industry? Pretty thought provoking, huh? But just what does the future hold for the people, […].
Customers That Stick
JUNE 16, 2015
A few weeks ago, I stopped by a big box electronics store to make a quick purchase. I had dropped my wife at an appointment and decided to run a few errands until she was done. In this brief trip, I was reminded of how damaging it can be to ignore customers. I was shopping for a Bluetooth speaker system. I had purchased a larger set of Bluetooth speakers two years ago, as we wanted something loud enough to be used in the back yard.
Beyond Philosophy
JUNE 12, 2015
With all the focus on Customer Experience over the years, and the increasing resource that organizations have put into improving the Customer Experience, what have been the results? Trend #1: Is it really getting that much better? The American Customer Satisfaction Index (ACSI) uses an overall U.S. Customer satisfaction score as an indicator of the health of the economy.
Callminer
JUNE 30, 2015
How are CallMiner customers using speech technology to offer ongoing training and support to agents? Find out in our latest blog post.
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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.
Steve DiGioia
JUNE 22, 2015
This original article was written by Steve DiGioia. Remember that guy you used to work with years ago, the one that was always “burning the midnight oil”, and the one that was driven like no other and was on a fast track to promotion after promotion? We all knew he would “be the boss” someday. Well it finally happened…he is now “the boss“ […].
CCNG
JUNE 1, 2015
Before I opened a training company, I worked on the frontlines of customer service. I have had positions with direct face-to-face customer service in hospitality, retail, and food and beverage positions. There was a period I answered phones in a call center.
Win the Customer
JUNE 18, 2015
Too often social interactions simply fail to live up to customer expectations. Comments, messages, and other info make a lot of noise, but fail to deliver any real value. Extending the ability to deliver customer service across social channels is a strategic opportunity that more and more organizations are turning to, but some key fundamental challenges must be overcome […].
Customers That Stick
JUNE 3, 2015
Now that Be Your Customer’s Hero is on bookstore shelves and being used by frontline customer service professionals across the country (and the world!) to help them deliver Hero-Class® customer experiences, I wanted to take a moment to publicly thank some important friends and colleagues who played a part in HERO. Many of those listed below were listed in the acknowledgements section of Be Your Customer’s Hero , but so much of the work surrounding a book happens after publication tha
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!
Beyond Philosophy
JUNE 30, 2015
Earlier this month, the “Women of Algiers” painting by Pablo Picasso sold for $179,365,000. There are many psychological theories regarding the subconscious cues that occur at art auctions. What happens at art auctions can give us all some insight on what’s going on with our Customers, too—although I’d wager few of us are working in the $180 million range!
Contact Center Pipeline
JUNE 26, 2015
In an earlier post, we shared some of the top challenges that contact centers face when transitioning from a multichannel approach to an omnichannel strategy. These include defining what omnichannel is and how it differs from multichannel, figuring out who owns the customer experience within the enterprise, people management issues such as skills development and […].
Steve DiGioia
JUNE 16, 2015
This original article was written by Steve DiGioia. I used to always keep a bunch of quarters in my car, just in case. In case I ever got stuck, in case I got in an accident, or in case I felt like pulling on the side of the road to call someone. There were pay phones back then… What’s a pay phone you […]. The post Pet Peeve #2 – Not Returning Emails appeared first on Steve DiGioia and was written by Steve DiGioia.
CCNG
JUNE 1, 2015
Many people think effective communication is simply lining up the three primary parts of communication – body language, tone, and the actual words we speak.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Win the Customer
JUNE 22, 2015
With growing online customer numbers and demands, self-service is an untapped option, because hiring additional customer support agents isn’t scalable or financially viable to providing customer success. Summer has barely started and retailers are already beginning to anticipate the back to school season – but are customer support teams ready to scale?
HGS
JUNE 17, 2015
Impacts of Healthcare Consumerism: Part 2 The Brave New World of Choice: What You Need to Know. Posted by Krithika Srivats. As we noted in our May 13 post , Part 1 of our series on this topic, healthcare consumerism is stepping up the game for all stakeholders, specifically, buyers who are actively advocating for care and their own health decisions.
Beyond Philosophy
JUNE 11, 2015
Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. They should want this because study after study shows the financial rewards of having loyal customers. Some companies reach this goal through superior value delivery, built on quality products and services and positive, consistent customer experiences.
Contact Center Pipeline
JUNE 24, 2015
While the contact center environment has evolved a great deal over the past decades, some metrics have not. Many centers focus on metrics that have been in place for years without considering whether they still make sense for the current business environment. Or, in some cases, the metrics may make sense for the operation, but […].
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Steve DiGioia
JUNE 28, 2015
This original article was written by Steve DiGioia. We know what we look like. We see ourselves each day, from the bathroom mirror while brushing our teeth, to combing our hair, to one last look at how our clothes fit before we rush out the door to work. But is that how others see us? Here’s what happened to me today… I went […]. The post Do You Have a “Mrs.
ijgolding
JUNE 9, 2015
If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis. Over the years I have had the pleasure of meeting and working with a large number of CXPs.
Win the Customer
JUNE 1, 2015
Showing real value to customers, as opposed to gimmicks or short-term value, is one of the greatest ways to win customers and change your business for the better. Getting the right customers for your business depends on how well you can attract and retain your key demographics. Every business has a “sweet spot” – a […].
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