ShepHyken

OCTOBER 11, 2017

The other night I was on a Southwest Airlines flight, traveling home from a speaking engagement. While waiting to board, I noticed a sign advertising Southwest’s concept they call “ trans fare ncy.”. The sign read as follows: Trans fare ncy [Trans-fair-uhn-see] n. Philosophy created by Southwest Airlines in which Customers are treated honestly and fairly, and low fares actually stay low – no unexpected bag fees, change fees, or hidden fees.

Airlines 389

Airlines Advertising Customer Experience Customer Service 389

Beyond Philosophy

OCTOBER 9, 2017

Theory is one thing. Implementation is another. Ideas are useless if you can’t apply them. The idea I often share is that customer emotions influence over half of your Customer Experience. However, just knowing customers are emotional doesn’t help your business….unless you know how to use this information to improve your business outcome. How your customers feel about your experience is the most significant factor to your Customer Experience success.

Customer emotions 365

Customer emotions Consulting Consulting Customer Experience 365

Call Center Weekly

OCTOBER 9, 2017

By Sean Hawkins Organizations that understand the true value of professional development, culture, innovation, and creativity, also recognize the value of continuously educating their employee base. These organizations are the ones that will be better positioned to adapt to the rapidly changing demands of today’s work environment. Incorporating professional development within the overall corporate strategy, with so many competing interests and tight budgets, is a challenge.

Contact Center 273

Contact Center Morale Government Education 273

Callminer

OCTOBER 11, 2017

A Definition of Cloud Call Centers Hosted in the cloud by a business server, a cloud call center is the hub of an enterprise that handles all customer communications.

Call Center 182

Call Center Enterprise 182

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

ShepHyken

OCTOBER 10, 2017

Daniel Burrus Shares how to Anticipate Your Customers’ Needs Rather than Reacting. How would you like to be able to anticipate your customers’ needs before the even ask? Shep Hyken interviews Daniel Burrus, author of The Anticipatory Organization: Turn Disruption and Change Into Opportunity and Advantage , in which he explains how to predict what customers need rather than simply waiting to be asked. .

Customer Service 196

Customer Service 196

Contact Center Pipeline

OCTOBER 12, 2017

I always find it interesting to talk with leaders of customer-centric companies about the strategies and practices that contribute to their success. Lately, I’ve noticed that there is one thing that almost every leader has emphasized about their company mission: A keen focus on innovation. For these companies, innovation is not simply another corporate value […].

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Customer centricity Employee engagement Metrics Contact Center 162

Callminer

OCTOBER 12, 2017

A Definition of Cloud Call Centers Hosted in the cloud by a business server, a cloud call center is the hub of an enterprise that handles all customer communications. Because this center is in the cloud, it makes interacting with customers, including all inbound and outbound communication via voice, email, social media, and the internet, […]. The post Cloud vs.

Call Center 159

Call Center Enterprise Best practices Analytics 159

ShepHyken

OCTOBER 13, 2017

This week we feature an article by Jess Mizerak discussing the future of brand loyalty and how to continue to be successful in the world of E-commerce. We want the customer to feel a sense of ownership in the relationship they have with us. That’s what your loyalty program should do. – Shep Hyken. Back when E-commerce was really growing, it was little surprise to learn when our favorite retailers opened for business online.

Customer centricity 183

Customer centricity Customer retention Technology Personalization 183

Call Center Weekly

OCTOBER 11, 2017

What are your pillars of customer service? Pillars of customer service are an integral part of effective, individual service interactions. Our service pillars are the human, business, and hidden dimensions. Every customer interaction has aspects of each dimension. We coach our team to demonstrate these pillars in each customer interaction. The Human dimension is the individual human need expressed by the customer.

Coaching 136

Coaching Customer Care Customer Service Management 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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Aspect

OCTOBER 10, 2017

The role of the contact center has never been more critical to the overall success of your business strategy than it is today. But in light of the recent hurricanes that have devastated Texas, Florida and the Caribbean, contact centers have taken on a new importance by demonstrating the value that they can have for communities in times of need. With families displaced, homes destroyed and sadly, lives lost, the disruption of communications has been offset by some contact centers stepping up to

Contact Center 147

Contact Center Call Center Government contact center solutions 147

Victor Midgley

OCTOBER 8, 2017

The French philosopher, Voltaire, stated – “Judge a man by his questions rather than his answers.” The art of compelling conversation is centered on one’s ability to understand, control and present proper questions.

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Contact Center Pipeline

OCTOBER 11, 2017

Companies of all shapes and sizes have turned to contact centers for their one-of-a-kind proficiency and telecommunications experience since the conception of the call center in the 1980s. The capacity and expertise contact centers bring to the table allows clients the freedom to streamline their processes and focus their efforts on maintaining and expanding their […].

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Telecommunications Contact Center Call Center 113

Call Center Weekly

OCTOBER 10, 2017

By Diana Aviles Here we are… Part III is finally here! Where we last left off, I discussed how queries are a major aspect of Speech Analytics. I also mentioned the importance of establishing a business need for queries; but what happens if there is not a strong enough business need to build a query for a particular topic? Well, the good news is that you are not out of luck and that leads us to part three of “Adventures in Speech Analytics”- Ad Hoc searches.

Analytics 136

Analytics Call Center First call resolution Scripts 136

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

Branch Mesenger

OCTOBER 11, 2017

It’s Twin Cities Startup Week , a gathering of the creatives, hackers, investors, makers, entrepreneurs, and startups that are powering the economic future of Minneapolis and St. Paul, Minnesota. Our CEO, Atif Siddiqi will be speaking today about the Branch origin story and why we’ve based our operations here. In anticipation of that conversation, we wanted to share some of our thoughts on why Minnesota is a home we’re excited about.

Healthcare 115

Healthcare Banking Engineering Enterprise 115

Toister Performance Solutions

OCTOBER 12, 2017

It was a Monday afternoon, and droves of hikers were ascending San Diego's Cowles Mountain. It's one of the most popular hikes in town. You're rewarded with sweeping views of San Diego, the mountains, the ocean, and even Tijuana after a moderately steep 1.5 mile trek. There are some drawbacks. The trail is dusty and worn from constant use. The beauty at the top is a little marred by the crowds.

Benchmark 95

Benchmark Customer Service Marketing Management 95

Contact Center Pipeline

OCTOBER 10, 2017

Did you know that your marketing organization has invested significant dollars in brand awareness and developing a strong business reputation? Do you know that BUZZ scores (whether people have heard anything positive or negative about the brand in the media or through word of mouth) can drop as much as 35 points after a breach […].

Marketing 113

Marketing Contact Center Call Center Technology 113

Call Center Weekly

OCTOBER 13, 2017

By Sean Hawkins This is an exciting time to be in the contact center! Each day brings new challenges to overcome, new technology to learn, and new innovations to set you apart from your competitor. The call center of old, is vastly different than today's contact center. These changes provide opportunity for staff to learn new skills, grow, and advance.

Contact Center 100

Contact Center Education Call Center Government 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!

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ShepHyken

OCTOBER 9, 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. Netflix Sent the Best Cease-and-Desist Letter to This Unauthorized Stranger Things Bar by Tim Nudd. (Adweek) Netflix seemingly can do no wrong when it comes to its marketing.

Customer Service 104

Customer Service Morale CRM Customer Experience 104

Fonolo

OCTOBER 12, 2017

Serving the public comes with its own pros and cons. The cons: It can be super difficult to meet everyone’s expectations. The pros: When you do, it’s incredibly rewarding; nothing is more satisfying than a happy customer. If someone calls you, and you’re able to take them from angry to being pleasantly surprised and thankful, it’s certainly an accomplishing feeling.

Contact Center 91

Contact Center Benchmark Call Center Coaching 91

Branch Mesenger

OCTOBER 11, 2017

New Precast Content. New Precast families for beams, columns, slabs, and foundations are now available. Revit users can choose between various types of I-shape, T-shape, trapezoidal and many other beam cross sections. Columns having different corbels configurations and top supporting conditions for beams have been created. TT slabs and isolated foundations, both block and sleeve, are also part of the new Precast content.

Engineering 75

Engineering 75

Nexmo

OCTOBER 12, 2017

The recent 2017 TechCrunch Disrupt hackathon in San Francisco had the unfortunate timing to occur during some of the most serious natural disasters that have occurred in the US in more than a decade. With Hurricane Harvey and Hurricane Irma ravaging Texas and Florida, respectively—with Hurricanes Jose and Maria close behind—the unofficial theme of the […].

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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.

Contact Center

Totango

OCTOBER 12, 2017

The Totango team is headed to Las Vegas to talk customer success at TSIA’s Technology Services World (TSW) October 23-25 at the ARIA Resort & Casino. Don’t miss us at booth #26 and read below for info on our exclusive happy hour and lounge! TSW is a must-attend conference if you’re looking to stay at the forefront of the services industry.

Technology 69

Technology Personalization 69

Fonolo

OCTOBER 11, 2017

You’re ready to outsource your call center, but not sure where to start. It’s a tale as old as time. Developing a concise strategy for exporting your customer service center can be a daunting challenge, but not impossible. It’s important to be thorough in your planning and not to be disheartened if you’ve started and stopped the process one too many times already.

Call Center 84

Call Center outsourcing Finance Service level 84

AskNicely

OCTOBER 10, 2017

NPS in 5 minutes? Sounds great! What’s the catch? No catch! Also no free steak knives! Sorry. : One of the many great things about Net Promoter Score (NPS) is that it takes next to no time to get started. At the risk of ringing our own bell, getting your first survey out the door with AskNicely is almost offensively simple: Log in. Add contacts. Send surveys.

Surveys 60

Surveys Feedback CRM Marketing 60

Amity

OCTOBER 12, 2017

I’m not someone who likes methodologies as I like to keep a clear perspective and be open to change. As someone who studied history, I preferred to use facts and evidence rather than theories and methodologies as the main guides in my decision-making process. After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run.

Metrics 61

Metrics Upselling Journey mapping CRM 61

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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

Influitive

OCTOBER 13, 2017

In the new business-to-human (B2H) era of marketing, user-generated content (UGC) allows B2B companies to produce word-of-mouth marketing at scale. Your customers can now have a personal conversation with prospects using language that speaks directly to their real-world use cases of your products and services. And with consumers trusting product reviews 12 times more than traditional.

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B2B Marketing Personalization Customer advocacy 65

Fonolo

OCTOBER 10, 2017

Today’s demanding consumers have high expectations when it comes to the call center experience. A surefire way to fall out of favor with a customer is to leave them on hold for more than a few minutes. (For proof, head over to onholdwith.com and check out the feed of complaint-tweets.). The solution to hold-time is to offer a call-back as an alternative.

Surveys 64

Surveys Call Center Average Handle Time Contact Center 64

GetFeedback

OCTOBER 7, 2017

Salesforce celebrates 15 years of Dreamforce this year. Check out our #dreamfacts infographic for cool stats on the largest tech conference in the world.

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