Beyond Philosophy

JULY 5, 2017

I was shopping for a graduation card the other day, and all of them seemed to say something like this: “Dream big and reach for the stars, your goals are within reach and you are on your way to an amazing future.”. If I was just getting out of school I would find this rather terrifying. I think I’d much prefer a hearty “Congratulations – well done!” instead of a bunch of vaguely inspirational words reminding me how far I had yet to go.

Morale 324

Morale Consulting Consulting Employee engagement 324

ShepHyken

JULY 5, 2017

I will always remember my first marketing class in college when we learned about the 4 P’s – Product, Price, Place, and Promotion. Well, now there is a fifth P. Before I go any further, as a customer service and experience expert, I believe that service and experience are all about marketing. The first P is about Product. It is assumed that the product is going to do whatever it is supposed to do.

Personalization 246

Personalization Marketing CRM Sales 246

Callminer

JULY 5, 2017

In today’s customer-focused business world, that means you need to view customers as the boss. At the very least, focus on their concerns and satisfaction.

Metrics 182

Metrics 182

Convoso

JULY 5, 2017

Building a call center culture that breeds motivated and empowered agents is a lot easier said than done. With so much at stake in every customer interaction, call center managers tend to be too reliant on old redundant policies that simply breed frustrated customers or a lack of sales. In 2017, it is now more important than ever to focus in on making sure your call center agents are focused and goal-orientated.

Call Center 0

Call Center Sales Management call center solutions 0

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Beyond Philosophy

JULY 3, 2017

For many organizations, the initial improvements in Customer Experience have long since passed. The early gains in Net Promoter Score (NPS) have faded into legend and the NPS now languishes in a plateau, quarter after quarter. Many organizations are scratching their heads wondering, “What now? However, they would be better off asking, “What’s next?”.

Customer Experience 292

Customer Experience Consulting Consulting Marketing 292

Callminer

JULY 5, 2017

We’ve put together this list of 50 top marketing and analytics podcasts to make the search a bit less painful for you.

Analytics 182

Analytics Marketing Entertainment 182

Victor Midgley

JULY 7, 2017

My primary objective of this article, is to warn and guide call centers through the shark infested “call center technology” waters. This article may not make me popular among technology providers however, I would hope that technology provides will take note and consider what I am sharing in this article in regard to call center … Continue reading "SWIMMING WITH THE TECH SHARKS".

Call Center 149

Call Center Technology call center professionals 149

Steve DiGioia

JULY 3, 2017

or, does allowing a little "customer pain" actually help? This original article was written by Steve DiGioia. Pursuing excellence, customer centricity and continuous improvement are obsolete; so says Sampson Lee in his 2015 article “ Turn Upside Down How PAIN is Perceived in Innovating CX and Brand Management”. I am glad to say that I haven’t really had many bad customer service experiences, just some that fell short of expectations or I was disappointed in.

Customer centricity 149

Customer centricity Management Customer Service 149

CX Global Media

JULY 6, 2017

I just love quotes. Just like I love to ask guests on the Fast Leader Show to share their favorite quotes, it’s one of the my favorite things to do at events. I enjoy live Tweeting the speakers. Below are some awesome quotes that I was able to capture while at Call Center Week in Las Vegas this year. Typically, I am able to capture more, but the Wi-Fi connection was terrible at the Mirage hotel.

Call Center 136

Call Center Entertainment Transportation Coaching 136

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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

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Convoso

JULY 5, 2017

Joined by all the brightest minds in telecommunications, team Convoso spent the week of June 27-30 as exhibitors at Call Center Week 2017. The highly anticipated event took place in The Mirage in Las Vegas, Nevada. During the event, Team Convoso was thrilled at the opportunity to touch base with some of our existing clients along with getting to build new relationships with a variety of potential new customers.

Call Center 133

Call Center Telecommunications 133

Victor Midgley

JULY 6, 2017

I know you have been in situations (and probably many) when you have tried your darnedest to be nice to someone, only to have them continue along the nasty path of selfish inconsideration. Regardless of your best efforts to be NICE, there was no change in their attitude toward you and the situation, am I … Continue reading "DOES BEING A NICE GUY REALLY PAY OFF?".

call center professionals 136

call center professionals Personalization Call Center 136

Peter Lavers

JULY 3, 2017

The UK Customer Experience Awards asked the advice of Peter Lavers and four other experts regarding what’s being done wrong and right in the field of Customer Experience. Read what they said here . The post 5 Leading CX Influencers Sharing their Secrets appeared first on Think CX.

Customer Experience 120

Customer Experience 120

Contact Center Pipeline

JULY 5, 2017

Contact centers deal in volume. That’s obvious in the 20,000-seat center, and on a relative scale, it is just as true in a 20-seat operation. In both cases, the contact center is gobbling up a large percentage of the customer contact workload, and the number of service transactions per employee is higher than anywhere else […].

Contact Center 127

Contact Center Metrics Call Center Customer Service 127

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.

Customer Experience

Win the Customer

JULY 3, 2017

Even though it doesn’t it may seem like every day, a new mass crime takes place in a public area. The frequency and severity of these events has made many people feel scared about routine activities, such as going shopping. As the manager of a store, you can use these four tips to create a safe shopping experience for your customers. Install Video Monitoring and Metal Detection Systems.

Management 103

Management Education Personalization 103

Victor Midgley

JULY 6, 2017

We’ve all heard it before, “sticks and stones may break my bones – but words can never hurt me.” Maybe we get the meaning of this age-old saying, but it isn’t true – not by a long shot! Words do influence our emotions for better or for worse. Words are indeed very powerful although, not … Continue reading "THE MAGIC OF WORDS".

call center professionals 136

call center professionals Call Center 136

Peter Lavers

JULY 5, 2017

Peter Lavers blog on “Two Common Mistakes Companies Make” has been published in CXM. The world is going omni-channel*, and understanding / managing your customers’ cross-channel journeys and usage of ever-proliferating media are at the heart of Customer Experience theory. Find out what those 2 things are here. Tweet to Peter Lavers @PeterLavers.

Customer Experience 100

Customer Experience Management Customer centricity 100

Contact Center Pipeline

JULY 6, 2017

Welcome to the July issue of Contact Center Pipeline. It is an honor to interview Bob Furniss in our July issue. Bob is the Vice President of the Global Service Cloud Practice for Bluewolf, an IBM Company. In May, Bob received the ICMI Lifetime Achievement Award. In his interview, Bob shares with us his passion […].

Contact Center 100

Contact Center 100

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!

Feedback

Amity

JULY 7, 2017

We’ve all been there. Churn, cancellation, breaking up. Call it what you may, it hurts. As it is in life, it is also true in business – when you go through a breakup, you should take the time to reflect, learn, and adjust accordingly. I am sure that you have heard this saying before, but it is worth repeating: “those that do not learn from history are doomed to repeat it” (George Santayana).

Morale 80

Morale Finance Metrics Analytics 80

Victor Midgley

JULY 6, 2017

Is working in a call center a wise career move or simply a dead-end job no one really wants to do, or they do it anyway until something better comes along? I have been an advocate for the call center space all my adult life. My first job out of high school was working in … Continue reading "A CALL CENTER JOB – HERO OR ZERO?".

Call Center 136

Call Center call center professionals 136

CustomerGauge

JULY 4, 2017

American Express, ABN AMRO, HSBC, Royal Bank of Scotland (RBS), USAA have one thing in common – they are all financial services companies operating in a sector not so famous for customer centricity. The average NPS® score for the financial services sector sits at 34, whereas industries like technology and consumer brands are above with […].

Benchmark 75

Benchmark Banking Customer centricity Technology 75

CSM Magazine

JULY 3, 2017

New research shows that customers are just as likely to share a positive experience as a negative one. Read on to learn more. Customer service professionals could be forgiven for thinking that their efforts to ensure top-quality assistance go largely unnoticed; we have a tendency to assume bad experiences have a more lasting impact on customers, and that a good customer experience is quickly forgotten.

Automotive 81

Automotive CRM Marketing Surveys 81

Advertiser: ZoomInfo

Shifting to an account-based marketing (ABM) strategy can be both exciting and challenging. Well-implemented ABM motions build engagement with high-value accounts and drive impactful campaigns that resonate with your audience. But where do you begin, and how do you progress from crawling to running? Watch now as Demand Gen experts delve into the essentials of each stage of the ABM process.

Accountability

Vonage

JULY 7, 2017

Although much about providing a great customer experience is timeless, it’s also a good idea to align your strategy with today’s consumer trends. In particular, I suggest adjusting your style of service in the following five ways. Amp up your speed of service. I still hear veteran business people spout that old platitude: “Quality, speed, price – you can only pick two.

Customer Experience 71

Customer Experience Scripts Consulting Consulting 71

Victor Midgley

JULY 6, 2017

I have now worked or toured call centers in nearly every state and many countries of the world. I have clearly targeted the 10 biggest mistakes I see when I work with struggling call center operation. I encourage you to give heed to this list. If you do not recognize any of these deficiencies in … Continue reading "THE 10 BIGGEST MISTAKES MANAGING A CALL CENTER".

Call Center 136

Call Center Management call center professionals Best practices 136

Andrew Mcfarland

JULY 5, 2017

Despite notions to the contrary, we are not in the customer experience business to make customers happy. According to one definition I read recently, the purpose of a customer experience team is to meet or exceed “customer expectations, thereby, increasing.

Customer Experience 72

Customer Experience Customer Service 72

CSM Magazine

JULY 3, 2017

Cindy Solomon invites you to check out these five secrets to creating a mind-blowing service culture. Secret 1: Know who your real competition is. Surprise! It’s actually not the guy down the street doing the same thing as you are. Sorry, it’s worse: It’s every other company that’s offering rock star customer service. For me, one of those “gold standard” companies is Amazon.

Customer Service 78

Customer Service Airlines Coaching Benchmark 78

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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

SharpenCX

JULY 5, 2017

An increasing amount of attention is being paid to first contact resolution (FCR) as the end-all, be-all metric for measuring agent efficiency and effectiveness. [.]. Read More. The post Is It Time to Re-Evaluate First Contact Resolution? appeared first on Sharpen Contact Center Software.

Contact center software 64

Contact center software Contact Center Metrics Customer Experience 64

Victor Midgley

JULY 6, 2017

One of the great secrets to managing call center agents is how to motivate them. The turn-over rate in many call centers is much higher than most other “industries.” The cause remains an enigma, although the naivety of nearly all management, is wage. It seems like a simple solution, pay more and you will attract … Continue reading "MOTIVATING CALL CENTER AGENTS".

Call Center 136

Call Center Management 136

ClearAction

JULY 3, 2017

Customer Experience Transformation Through Proactive Engagement Lynn Hunsaker. “Employee engagement drives transformational changes that enable you to have quality in everything you do,” explained Carolyn Muise, Vice President of Total Customer Experience (TCE) at EMC. In our interview on my Customer Experience Transformation talk show, she continued: “We’re shifting from reactive to proactive mode.

Customer Experience 66

Customer Experience Government Engineering Finance 66