May, 2016

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Naked Dining: A Different Customer Experience

Beyond Philosophy

A London restaurant brings naked dining to the city. Will this bring a totally new meaning to the term The Naked Chef normally associated with Jamie Oliver and a whole new concept in customer experience. London Restaurant Brings a Different Customer Experience. Forbes reports that London pop-up restaurant guru Sebastian Lyall has announced a new eatery, slated to open in June.

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Amazing Business Radio: Donn Sorensen

ShepHyken

Donn Sorensen Shares Leadership Principles That. Drive a Customer-Focused Culture. Shep Hyken discusses how to create and maintain a customer-focused culture with Donn Sorensen, speaker, philanthropist, and Regional President of Mercy, a large healthcare organization based in St. Louis, MO. Donn shares his leadership principles and how they help to drive customer service and experience.

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35 Reasons Why You’re Not a Good Leader – Part 1

Steve DiGioia

This original article was written by Steve DiGioia. You think you’re a good leader. You have the position, the title and the power. You’re the boss. But your employees don’t work hard for you, they talk behind your back and morale is poor. You don’t understand why. Well, here’s why. You…. 1. Manage from your office. You can’t tell how your business is running by just looking at reports while sitting at your desk.

Morale 0
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3 Reasons Every Call Center Needs an Contact Center Operations Dashboard

Callminer

An agent performance dashboard is an ideal solution for improving agent performance and the customer experience. Read why.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Top 5 Posts in May

Contact Center Pipeline

Our top 5 most-read posts in May offer valuable insights, recommendations and tips on managing contact center people, processes and technology. Dive in to read more about tips to improve agent morale and engagement, advice for making the transition from multichannel to omnichannel, insights on calculating occupancy, a look at a few innovative niche technologies […].

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5 To-Do’s for any 22 Year Old’s Career

Beyond Philosophy

It was 1980. I was 22, newly married and climbing the corporate ladder in England. David Bowie’s Ashes to Ashes played on the radio. Margaret Thatcher was just getting started in her reign as Prime Minister. It was also a long time ago. I have learned much about professionalism and careers since then. To that end, here are five things I would do today if I were 22. #1: Dress like my job depended on it.

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Three Ways to Create Confidence with Your Customers

ShepHyken

I recently interviewed Nate Skinner, the VP of Customer Care for Campaign Monitor, a company that helps businesses use email to market their businesses. It was for one of my Forbes columns, Seven Ways to Use Email to Build Your Brand and Create a Better Customer Experience. In the process of the interview, I asked Nate about his favorite customer service story.

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It’s The Little Things That Make a Difference – Part 2

Steve DiGioia

This original article was written by Steve DiGioia. In a previous article I wrote about how small, seemingly insignificant comments & actions can make a difference toward creating a positive customer experience. In that case, it was just a few pleasant words from a new gas station attendant that started my day on an upbeat note. Here’s another example….

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5 Ways Speech Analytics Helps Improve the Patient Experience

Callminer

If there’s any industry that’s in the midst of a transformation, it’s healthcare. Gone are the days of volume-based care – and what’s arrived is a new mix of value-based care that increasingly focuses on improving patient care, building strong and lasting relationships with consumers and patients, and empowering patients to take a proactive approach […].

Analytics 140
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The Open CCaaS Advantage Report

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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Quick Tip: Evolving Beyond Automated Alerts

Contact Center Pipeline

Mention the word texting in a B-to-C context, and most people think of automated alerts. Some text alerts allow for a basic level of two-way interaction (e.g., an appointment reminder alert that asks the receiver to reply Y to confirm or N to cancel). But if the customer needs to do something more complex, like […].

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9 Customer Service Training Ideas That Work

Customers That Stick

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How Not To Engage Employees: Telecoms Lead The Way Again

Beyond Philosophy

Nearly 40,000 employees from two unions contracting with Verizon have been on strike for a little over a month. Now, Verizon is learning firsthand the cost of not having a strong culture of employee engagement—in actual dollars and sense. Unable to reach a compromise for the outsourcing and transfer of their jobs , employees from all parts of the organization walked off the job last month.

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Amazing Business Radio: Vala Afshar

ShepHyken

Vala Afshar on the Future of Marketing: It’s Customer Service. Shep Hyken talks with Vala Afshar about how customer service is the future of marketing. Vala is the chief digital evangelist for Salesforce and author of “The Pursuit of Social Business Excellence.” He was named the most influential social media contributor on twitter for CMOs, CIOs, and CFOs.

Marketing 198
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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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35 Reasons Why You’re Not a Good Leader – Part 2

Steve DiGioia

This original article was written by Steve DiGioia. Once again we identify the reasons for failure, reasons why your employees feel isolated and the reasons why you’re not a good leader. Maybe YOU’RE the weak link in the company’s chain. I hope not. Here’s Part 2. You…. 18. Fail to recognize employee milestones. Do you even know the birthdays of your employees, or their work anniversary?

Morale 0
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How Does Contact Analytics Improve Agent Performance?

Callminer

When was the last time you had an exceptional experience as a customer?

Analytics 182
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Building Customer Communities: Tips for Long-Term Success

Contact Center Pipeline

If your organization is like many forward-thinking, customer-centric businesses today, you already know that social networks can bolster the visibility of your company. You may even have taken it a step further by incorporating the inquiries and complaints posted on networks like Facebook and Twitter into your contact center’s channel mix. Digital marketing experts say […].

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8 Ways to Be Your Customer’s Hero

Customers That Stick

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Decoding the Call Labeling and Blocking Process

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.

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Profit-Killing In Malls: Shocking Results!

Beyond Philosophy

When Macy’s cut its sales and profit expectations this week, some analysts blamed consumer spending patterns and the difficulties facing department stores generally. But as the New York Times reports , at least one analyst placed the blame squarely on Macy’s failure to deliver a compelling customer experience. “The blunt truth is that Macy’s does not give consumers a reason to visit its stores,” said Neil Saunders, CEO of Conlumino, a research firm. “In many locations sho

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5 Top Customer Service Articles For the Week of May 30, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Automate or Humanize? The Great Customer Service Debate by Judith Aquino . (1to1 Media) Can companies trade the human touch for automation without sacrificing the quality of their customer service?

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Customer Experience + Marketing: Pro’s & Con’s

ClearAction

Customer Experience + Marketing: Pro’s & Con’s Lynn Hunsaker. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? Is it as natural and advantageous as the C-team expects? It all depends on motives and perspective. How Marketers Think of Customer Experience. Marketing professionals think of customer experience in terms of their deliverables: the user experience of websites, campaigns, events, research, content, social media, and so forth.

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Why Your Brand Should be a Haven for Your Customers

Win the Customer

Whether you’re an Italian restaurant, a vendor of smartphones, an organic grocery store, or a women’s fashion outlet, something about your brand needs to gain the long-term favour of its consumer base in order to be successful. Sure, it’s important to provide a service where customers ultimately find what they’re looking for. But they will – whether it’s from your brand or not.

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How to Stay Competitive in the Evolving State of Martech

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

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Speech Analytics and Quality Monitoring

Contact Center Pipeline

Speech analytics has received a lot of press in the past few years. Some centers have purchased it, and many more have it on their wish list. If you have not had the opportunity to observe it in action, you really must carve some time out of your schedule to do so. Even if it […].

Analytics 100
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Re-Thinking with a Customer-Centered Lens

Mindtouch

From investing, to board governance, to enterprise consultation, Ben Kepes , Director of Diversity Limited , knows exactly what technology based tools exist to help companies digitally transform while keeping the Customer Experience at the forefront of their growth model. He helps enterprise companies understand that the modern era requires a customer-centric approach that is geared for a multiple touch point experience.

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The Secret To Being Happy At Work

Beyond Philosophy

Are you unhappy at your job? Do your Sunday night blues last until Friday at 5 pm?Do you have an elaborate fantasy that involves telling your manager off shortly after winning the state lottery? If you answered yes, then are you reading the right article. I am about to reveal the secret to being happy at work. Happiness is a topic that gets a lot of discussion.

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Is the Golden Rule Part of Your Customer Experience Strategy?

PeopleMetrics

Maybe it’s an attentional bias on my part, but I've noticed a trend of insulting restaurant workers in the news. I’m talking about this type of report from The Washington Post , in which servers leave grammatically inept insults like “im a plad a ” on receipts. Suffice it to say, insult-laden receipts aren’t among our customer experience best practices.

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The US Customer Experience Decision-Makers' Guide 2022-23

Business and consumer surveys carried out in the course of the research for this guide show that while improving the customer experience is high on the agenda for many organizations, most businesses are still a long way from where they want to be. In this guide, you'll find various findings and suggested strategies for maximizing the customer experience while improving profitability and managing cost.

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Why Amazon Will Swallow Almost Everyone

Customers That Stick

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A Guide For Protecting Your Customers’ Information

Win the Customer

In 2015, the average cost of a data breach was $154 per person affected, a IBM and Ponemon Institute study found. Large-scale data breaches could cost a company millions or, using the average numbers, maybe billions in revenue and compensation. This pales to the impact it can have on brand trust and the perception of consumer safety. For companies that need to collect customer data, keeping it safe is critically important to the business.

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The Cost of Attrition

Contact Center Pipeline

It’s been a busy few weeks, so I wanted to follow up on a couple of questions I received at the SWPP Conference around my session on attrition. I was focused on how to measure it, but I left out a valuable component… the cost of attrition (pun totally intended). Now I have seen the […].