Beyond Philosophy
NOVEMBER 22, 2017
Organizations love to talk about building relationships with customers. The trouble is, most of the time it feels like they’re just paying lip service to the idea. Was Wells Fargo “building relationships” when it opened all those unauthorized accounts? What about the car dealership that forces you to haggle over price to the point where you don’t even want a new car anymore?
ShepHyken
NOVEMBER 22, 2017
There is a place I get my car worked on. They do a great job. The repair center’s employees are friendly and knowledgeable. The car always comes back cleaner than when it goes in for service. This is the way business should be done. The head of the service department mentioned I would be getting a survey emailed to me and asked if I would take a few minutes to complete it.
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Callminer
NOVEMBER 24, 2017
How can call centers remain PCI compliant and instill customer confidence that data is being protected?
Contact Center Pipeline
NOVEMBER 22, 2017
As an executive in any organization that provides customer service, the worst possible message that you can receive is that “suddenly” a customer is leaving due to poor customer service, or that they’re dissatisfied to the point that they’re going to explore their options with your competitors. In these types of scenarios, you have either […].
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Beyond Philosophy
NOVEMBER 21, 2017
It’s mid-November, and that means retailers’ annual holiday promotions are reaching a fever pitch. Discount department store Kohl’s will kick off Black Friday at 5 p.m. on Thanksgiving day. It plans to encourage spending by offering deep discounts and making it easier for shoppers to see how much they’ll save. Sears, Kmart, Best Buy and Amazon have all also launched aggressive price-cutting campaigns.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ijgolding
NOVEMBER 22, 2017
I am very lucky to live in a beautiful city in the North West of England. Yes… I am not actually there as often as I would like, but when I am, I do not take for granted that my children are being raised in a lovely environment. Founded as a Roman Fort in 79 AD, Chester is one of the best preserved walled cities in Great Britain. With museums, a theatre, a Roman amphitheatre, a river, a canal and mediaeval building a plenty, Chester is a not just a great place to live, but a fantastic city to vi
Contact Center Pipeline
NOVEMBER 21, 2017
The Professional Association for Customer Engagement (PACE) stands alone as the only trade association that provides advocacy, compliance, education and networking to the contact center industry. For over 30 years PACE, formerly known as the American Teleservices Association (ATA), has represented the contact center industry in preserving the right for companies to communicate with their […].
Beyond Philosophy
NOVEMBER 22, 2017
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. For some time, it has been understood that, when purchasing a product or service, consumers are essentially ‘hiring’ a supplier to get a job done. The same can be said of employees. They can hire desired employers, and if things don’t turn out as expected, employees can ‘fire’ their employer, sometimes quietly, sometimes noisily, departing.
Fonolo
NOVEMBER 21, 2017
It’s been a very busy year for acquisitions in the contact center space. The ongoing “cloud-ification” was one of the main driving forces. (We covered that topic here and here.) But other forces were in play as well. When the news of an acquisition breaks, we focus on it for a few days — think about what was motivating the buyer and seller — and then move on.
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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
ShepHyken
NOVEMBER 21, 2017
AI Fuels Virtual Assistants in the Customer Service World. Shep Hyken Interviews Robert Weideman on the Merging of AI and Customer Service. How would you like to utilize innovative technology that makes your business more efficient in order to create better customer interactions? Shep Hyken sits down with Robert Weideman, a leader in merging customer service and Artificial Intelligence.
Contact Center Pipeline
NOVEMBER 23, 2017
Today is Thanksgiving Day in the United States. We would like to take this opportunity to express our sincerest gratitude to all of our readers for your time and support of our articles and blog posts throughout the years. Thank you—and have a Happy Thanksgiving!
Peter Lavers
NOVEMBER 22, 2017
I’m delighted to include another guest blog from our friend and associate Paul Laughlin. Have you noticed how many companies these days are seeking to implement Data Science? In the light of this my thoughts have turned to getting the most out of your Data Science team. As I’ve worked with more clients and talked to other leaders at Data Science events , it has struck me how many fall into common pitfalls.
NICE inContact
NOVEMBER 20, 2017
Interactive voice response (IVR) has been a staple of customer service for many years. While its requiem has been composed many times in the past, it is still around, alive and kicking. Together with its “big brother”, the voice portal, IVRs have been part of contact center solutions for decades, and there is no reason to believe that they will go away any time soon.
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.
Kristina Evey
NOVEMBER 20, 2017
Crew Takes Teamwork – Just Like CEX. Customer Experience Requires Teamwork. Teamwork was the focus of my weekend recently. Two of my kids just finished their last crew regatta of the fall season. We were up in the Leelanau Peninsula in Michigan and the scenery couldn’t have been better. We caught the last part of the colors and the temperatures were crisp and best of all… NO RAIN.
Customer Experience Matters
NOVEMBER 24, 2017
Whenever we discuss Net Promoter® Score, we get a bifurcated set of reactions. Some people love NPS® and others hate it. So we decided to more quantitatively gauge the sentiment. In a recent study, Temkin Group asked more than 300 CX professionals to share their thoughts about NPS. As you can see below: Most aren’t impressed. Over half of respondents say that NPS is either just like or worse than other metrics.
ShepHyken
NOVEMBER 20, 2017
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. Is CX tied to revenue gains? A case study by Idaho Central Union by Avinash Bhaisa . (Omoto) Quite a few organizations, even today, consider customer experience as a tertiary function.
Kayako
NOVEMBER 22, 2017
There is a little irony that those of us in the customer service space have been observing since customer support first went online: Customers have become more impatient. Initially, customers wanted to be able to resolve their issues over email. Then they began to expect a response within 24 hours. Now, 39% of modern consumers expect a reply within four hours. 55% of Twitter and Facebook users expect to hear back even faster.
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!
Fonolo
NOVEMBER 23, 2017
If you’re reading this, there’s a good chance you’ve been placed on hold at least once in your lifetime. In fact, 45% of customers can’t remember having a recent positive experience, and 35% of them say it was directly related to poor response times. This is a serious problem since timeliness is the most important thing a company can do to provide good service.
Totango
NOVEMBER 22, 2017
Get ready for two days of great content, speakers, networking and fun! So much is happening in the world of Customer Success. We’re going to bring the best and the brightest from the field to share latest trends in strategy and innovation so you and your organization can make the BIGGEST IMPACT possible in customer adoption, retention and overall customer engagement.
Etech
NOVEMBER 23, 2017
Coaching employees is important for continuity of an organization. Your leadership team needs to pass on the wisdom and knowledge they have gathered over the years to the upcoming managers. As a leader, I believe this is an important indicator of your commitment to your organization. Are you taking time to coach the middle-level managers to be great leaders, maybe even better than you are?
West
NOVEMBER 20, 2017
West is proud to announce that it received a perfect score of 100 percent on the 2018 Corporate Equality Index (CEI), a national benchmarking survey and report on corporate policies and practices related to lesbian, gay, bisexual, transgender and queer (LGBTQ) workplace equality, administered by the Human Rights Campaign Foundation. West joins the ranks of many other major U.S. businesses which also earned top marks this year.
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.
Eptica
NOVEMBER 22, 2017
Date: Wednesday, November 22, 2017 The 5 rules of Retail Christmas Customer Experience. Published on: November 22, 2017. Author: Pauline Ashenden As we approach Christmas, the festive shopping season is moving into top gear. Big retail adverts are hitting the screen, with UK companies spending an estimated £6 billion to reach shoppers as they fight to differentiate themselves from competitors.
Taylor Reach Group
NOVEMBER 22, 2017
Today, every Customer Service organization deals with between 350 (being the absolute lowest) to 700 different variables when it comes to managing and running a Contact Center. Call Centers are complex and have evolved substantially from what they used to be, thus also being known today as the Contact Center, Customer Engagement Center, Customer Support Center etc.
Aspect
NOVEMBER 21, 2017
Across the country, Americans are eagerly anticipating the coming holiday. Thanksgiving? Get real—we know that you haven’t even put the turkey in the oven before your mind starts to wander to Black Friday. And you’re not alone. This year, millions of Americans will race to retail shops around the country to participate in the modern Black Friday tradition and big-time bargains.
C3Centricity
NOVEMBER 20, 2017
Last week I wrote about my 7-step CatSight Process for Insight Development. The first step is to identify the Category in which you are competing. I got so many comments about this step that I decided to dedicate a whole post to this important topic. If you haven’t yet had the chance to read last week’s post ( “Customer Centricity is Today’s Business Disruptor, Insights its Foundation”) I suggest you do this first, as background to this 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.
ClearAction
NOVEMBER 18, 2017
8 Customer Experience Metric Silos Mask Momentum Lynn Hunsaker. Metrics selection can be the most pivotal decision you make in your customer experience management strategy. That’s because what gets measured gets managed. There’s a science to it. The trick to successful metrics selection is to connect the dots between cause-and-effect. That’s why customer experience metric silos mask momentum as either an understatement or an overstatement of reality.
Fonolo
NOVEMBER 21, 2017
Picture this: By dinner time tomorrow you’ll be sitting around the table enjoying a festive Thanksgiving meal and preparing yourself for the lethargic feeling you’ll have after consuming an unimaginable amount of food (nom-nom). You’ll sit back on your favourite spot on the sofa, put your feet up and have thoughts of gratitude. How thankful you are to be surrounded by great family, caring friends, and all the gifts of life we’re lucky to have.
aircall
NOVEMBER 21, 2017
Seasonal agents step into strange circumstances. They realize they have a lot to learn, but they also know they won’t need any of that knowledge in a few months. They see that their employers clearly need them, but they also sense that their colleagues not-so-secretly resent them. And even though they vow not to lose sleep over a temporary gig, they also can’t help but get caught up in the seasonal stress.
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