Callminer
MARCH 26, 2018
Voice continue to the most widely-utilized customer service channel by consumers, with 73% of consumers calling into the call center for customer service needs, according to Forrester.
ShepHyken
MARCH 26, 2018
Each week I read a number of customer service and customer experience articles from various 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. Southwest Airlines Had a Brilliant Reaction When a Passenger’s Wi-Fi Wouldn’t Work by Bill Murphy Jr. (Inc.
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Beyond Philosophy
MARCH 30, 2018
Every business wants loyal customers, but what does it really mean? Why do organizations get confused between inertia and customer loyalty? How can you truly gain loyal customers? The post What Really Is Customer Loyalty? appeared first on.
CX Global Media
MARCH 27, 2018
From a customer effort standpoint, you’re blind. Your biggest source of insight data is not visible. It’s estimated that as much as 80% of the world’s data is locked up in the voice conversation. For many organizations with prominent contact center operations their percentage of data that is locked-up and invisible is even higher. The problem.
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Callminer
MARCH 25, 2018
The requirements of GDPR are leaving many businesses struggling to make updates to internal procedures regarding recordkeeping and storing of information
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Contact Center Pipeline
MARCH 27, 2018
The call center industry has one of the highest attrition rates in the world, and it is not a surprise. After all, who would not get burnt out listening to customer complaints and frustrations for the most part of the work day? The problem is that companies view this as something normal. Employees come and […].
Call Center Weekly
MARCH 28, 2018
What are your thoughts on industry standards, with regards to contact center metrics? Why do we use metrics? To determine our success at something. In sports we use metrics like yards gained, strike outs, or minutes played per quarter. Those metrics work because it's a standard measurement between teams and even eras. Industry standards are the same; they allow business leaders to learn how well they are doing when compared to others.
ShepHyken
MARCH 28, 2018
Loyalty can be measured and it can be monetized. The sales & marketing departments may get customers in the door. Why not have a loyalty department that will keep them coming back through the door? — Shep Hyken (@Hyken) March 17, 2018. That’s a tweet I posted based on an article I wrote not that long ago. Ian Spindley ( @IanSpindley ) responded with the following comment: As far as you know, has #industry always called it sales & #marketing (just because it flows/sounds better)?
360Connext
MARCH 28, 2018
As an employer, you need to provide oodles of feedback to employees to ensure they know what they’re doing, what they’re supposed to be doing, what they’re doing well and what they could be doing better. Bad feedback from employees and customers alike provides a way to prevent little annoyances from becoming reasons for good people to leave you.
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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
Contact Center Pipeline
MARCH 29, 2018
As we get ready to close the book on March, we wanted to make sure that you didn’t miss out on some of the popular and insightful posts published on the Pipeline blog in the last few weeks. Our five most-read topics in March included a look at how to engage millennial employees; building better […].
Customer Guru
MARCH 27, 2018
Written by Vivek Jaiswal | Co-founder, Customer Guru. What are the three most critical things an organization should do to achieve sustained customer experience improvement? I am regularly asked about the top three things an organization should implement in order to improve customer experience sustainably. The answer isn’t simple because improving customer experience takes time and there is no shortcut to it.
Fonolo
MARCH 29, 2018
As humans, we’ve all had to endure the seemingly torturous act of waiting. Whether as a child, eagerly waiting for our slice of the birthday cake to be passed down, or as an adult, having to sit in drab waiting room at the doctor’s office. As Tom Petty and the Heartbreakers perfectly put it, “the waiting is the hardest part”. When it comes to customer service, it’s no secret that long wait times are something to be avoided at all costs.
Bright Pattern
MARCH 28, 2018
Twilio, the global cloud communications platform, is the applications game changer whose API building blocks successfully showed developers that customizing and deploying global telephony, chat, routing, and task distribution tools can and should be easy.
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.
Contact Center Pipeline
MARCH 28, 2018
“Fish or cut bait” is of U.S. origin and, of course, derives from the sport of fishing. Cutting bait is a straightforward literal term that means chopping up bait to attract larger fish. The phrase began to take on more figurative meaning around the middle of the 19th century. “Fish or cut bait” essentially refers […].
Customer Guru
MARCH 29, 2018
Creating a perfect customer experience (CX) is definitely not an easy job. The consumer base is so diverse and demanding that not one solution fits all. Overcoming the challenges of CX may seem difficult, but you can start off by not making these few mistakes. Ignoring your customers. Not collecting feedback from the customer is an unforgivable mistake.
VocalCom
MARCH 26, 2018
Many companies strive to make their customers’ lives easier through digital engagement. While customers may enjoy faster and more personalized service, their experiences are hardly stress-free. Making purchases online comes with risks, and companies that fail to protect their customers lose trust. Indeed, Edelman’s 2017 global Trust Barometer revealed the biggest decline in consumer trust since the study was first introduced five years ago.
Amity
MARCH 28, 2018
What’s the point of automation? Customer Success Managers have so much to offer, and there’s no limit to what they can do. The more domain expertise they gain, the more they create and deliver value to their customers and become long-term strategic partners. By being experts in their fields, Customer Success Managers are able to directly impact their customers’ ability to reach their goals, while building strong relationships.
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!
Return Customer
MARCH 28, 2018
Multivariate testing (including A/B testing) is a technique used to identify the best performing campaigns on your marketing inventory. Such testing tools can be used to identify the ad copies, landing pages and even Call-To-Action (CTA) buttons that perform the best. The way to do this is simple – marketers pick two or more variations of the component to optimize (ad copy, landing page, etc.) and make these variations available to a random group of website visitors who belong to the same
Vonage
MARCH 26, 2018
Three years ago, Gartner predicted that more than half of businesses would implement significant changes to improve customer experience by 2018. We are now living on the other side of that deadline – where CX must be at the top of your mind and the top of your game. Otherwise, it could cost you. The estimated price tag of losing customers due to poor service has reached $1.6 trillion in the U.S., according to Accenture’s Digital Disconnect in Customer Engagement report.
Genroe
MARCH 28, 2018
Customer surveys come in many shapes and sizes but customer feedback question mistakes tend to be the same and repeat time and time again. These mistakes reduce the effectiveness of the feedback survey itself, waste your time and the customer’s. They are not difficult to correct, so here is how to identify and correct them […]. The post The 10 Worst Customer Feedback Question Mistakes You Can Make appeared first on Genroe.
Amity
MARCH 29, 2018
Support vs. Success; most of us are familiar with both business units and how they interact with customers to create value. Yet, there's still some misunderstanding around how they interact with one another, where they overlap , and where they need to bridge a gap. Outside of Customer Success circles, it get even trickier. It's not uncommon to hear both terms being used interchangeably, and while we know how they differ in theory (the go-to reactive vs. proactive dichotomy), it can get a
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.
PeopleMetrics
MARCH 26, 2018
Are you familiar with all the different ways your customers interact with your business? Whether you're a seasoned CX professional or you've never heard of CX, chances are you at least have some basic notion of the areas, or touchpoints, where customers interact with your organization. Your website, call center or storefront are all examples of possible customer touchpoints.
Vonage
MARCH 26, 2018
Hiring the best employees for customer-facing jobs is an absolute essential for providing great customer service. Yet company after company overlooks the necessity of finding employees who are inclined and equipped to work face to face (or terminal to terminal) with customers. This shortsightedness grows from the extreme urgency of business life, the feeling that customer-facing positions need to be filled now, by whomever is breathing and in the neighborhood, so that the phones get answered and
Aspect
MARCH 26, 2018
It seems that almost every relevant IT topic can in some way be tied to cloud computing; it is the enabling force behind much of today’s technology innovation. As each of my previous posts have focused on the cloud, I thought now would be a good time to give my perspective as the CIO of a forty-year-old company that recently transitioned to a one hundred percent cloud-based portfolio.
Amity
MARCH 26, 2018
The history of Customer Success dates all the way back to 1995 when Concur became the first SaaS company by putting their product into what is today known as the cloud. Concur charged a subscription fee for the product, but other than the delivery model, nothing changed. For the next 10 years, as the first generation of SaaS products came into the market, the way we managed our customers evolved but came nowhere close to resembling what Customer Success is today.
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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.
BlueOcean
MARCH 30, 2018
If your company is beginning the fiscal year in April, you likely have a stream of questions flowing through your mind. Are your goals for the fiscal year lining up with long-term priorities? Will your target budget support those goals? And will your customer experience be strengthened or hit a slump because of the programs in that budget? Not to add another thing to your plate (sorry), but there’s another question to ask that can impact all of those answers: is this the year customer care outso
Vonage
MARCH 26, 2018
Sustainability, resilience, longevity: these are things that most companies strive for – but how easy are they to achieve in the modern business environment? In the 1920s, the average lifespan of a company listed on the S&P 500 index was 67 years. Today, according to Professor Richard Foster from Yale University, it stands at just 15. At the same time, the Family Business Institute report that only 30 percent of family businesses withstand the transition from first to second generation owne
Liveops
MARCH 26, 2018
Automation makes great human service even more critical for brands. The future of customer service will be automated. That’s a top takeaway from a recent Gartner research report [paywall], which projects that by 2021, three-quarters of customer transactions will be automated. Should human customer service call center agents be worried? We think not.
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