ChurnZero

JULY 12, 2019

This is a guest blog post by Andy Mura, the Head of Marketing at Userlane. When you think of the reasons why churn happens , what immediately comes to mind? Perhaps product problems, loss of a key user in the account, a bad use case… Sure, these are some reasons why customers may churn, but the reality is that your churn rate is deeply connected to the quality of onboarding journey your users go through.

Accountability 75

Accountability Metrics Education Marketing 75

Transparent BPO

JULY 9, 2019

Most of the clients served by Transparent BPO are U.S.-based companies. Most Belizeans are native English-speakers who have a great affinity for the U.S. and a healthy level of understanding of American culture. They watch the same TV shows, listen to the same music, follow the same sports teams, and so on. Tourism also helps bridge the culture gap.

Contact Center 95

Contact Center Gamification Entertainment Consulting 95

Beyond Philosophy

JULY 11, 2019

When we buy things, our memory generates the choice set that we have under consideration. It is essential for your Customer Experience strategy that you understand how customers create memories and how to ensure your brand is included in that set of recalled choices. . For example, pretend that you are out with friends and need to pick a restaurant.

Consulting 298

Consulting Consulting Benchmark Advertising 298

Tethr

JULY 11, 2019

Recently, I had the opportunity to moderate a fascinating discussion at the ICMI Expo in Ft. Lauderdale with Tim Donchez, Continuous Improvement Director at Lutron Electronics. Tim told the story of how Lutron has used Tethr to transform its service organization from a department that provides great service to its customers into an insight center — one that provides great service to customers and critical insights to internal and external business partners.

Contact Center 80

Contact Center Government Scripts Surveys 80

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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

JULY 10, 2019

I first came across this idea in the book Moments of Truth by Jan Carlzon , which I consider one of the most important books written on customer service. By the way, Carlzon’s definition of a Moment of Truth in business is, “Any time a customer comes into contact with any aspect of your business, however remote, they have an opportunity to form an impression.

Customer Service 318

Customer Service Customer Experience 318

Beyond Philosophy

JULY 12, 2019

Choice architecture is a significant factor in buying decisions you make every day. From how they stock the buffet line to how likely you are to donate your organs after you die, the psychology of choice is influencing your decisions every day. In this episode of The Intuitive Customer, we explore the concept of Choice Architecture and how it affects our daily lives.

Consulting 240

Consulting Consulting Marketing Customer Experience 240

Callminer

JULY 8, 2019

A customer experience analysis is an important tool for identifying potential shortcomings and improving the customer experience.

Customer Experience 207

Customer Experience 207

ShepHyken

JULY 9, 2019

The Five Core Values of Company Culture. Creating Amazing Customer Experiences From the Inside Out. Shep Hyken interviews Michelle Hayward. They discuss how to create and cultivate the core values and culture that keep companies strong. The Interview with Michelle Hayward: Michelle is a firm believer in the culture and values of a company. She shared the five most important tenets of company culture.

Employee engagement 282

Employee engagement Accountability Consulting Consulting 282

Myra Golden Media

JULY 10, 2019

I’m working with a utility company in the northeast. All of my customer service workshops begin with what I call a Discovery Discussion – a video conference where I discover the problem my client needs me to solve. For my utility client, the discussion showed the most pressing issue was that Representatives didn’t know how to keep interactions focused and productive.

Customer Service 204

Customer Service Accountability Customer Experience 204

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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

Surveys

CX Accelerator

JULY 8, 2019

There are many ways to listen. People listen with their eyes, and with their hands (remember the movie: A Quiet Place ). Listening is a central process in the way people survive. If you are not actively listening, critical information is missed. In many cases, the actual words selected do very little to communicate the speaker's intended message. We must reach below the surface to capture the truth.

Personalization 175

Personalization Feedback Customer Service Customer Support 175

Callminer

JULY 10, 2019

By analysing every interaction for empathy, it’s possible to identify how your call center agents turn a difficult call into a good customer outcome.

Contact Center 182

Contact Center Call Center 182

ShepHyken

JULY 12, 2019

This week we feature an article by Hugues Meyrath who says that by integrating machine learning and AI capabilities into your processes, you can optimize the performance of your facilities and staff to drive a positive customer experience. He shares some examples of how this technology can be a difference-maker. Across industries, the collection, analysis, and refinement of data is the battleground businesses are competing in to differentiate themselves to customers.

Customer Experience 266

Customer Experience Technology Enterprise Analytics 266

Sampson Lee

JULY 10, 2019

Heads up! Expecting growth through CX-related programs, departments and tech is actually creating havoc in customer experience momentum.

Customer Experience 224

Customer Experience 224

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

Contact Center Pipeline

JULY 10, 2019

Do you have trouble hiring quality agents? Retaining the superstars? You’re not alone. Surveys suggest agent attrition is a top concern year after year. And no wonder: the ramification of bad hires is expensive. The average cost to recruit, hire and train each new agent starts around $6,500 depending upon vertical. Poor hires mean higher […].

Contact Center 185

Contact Center Surveys Analytics Call Center 185

Myra Golden Media

JULY 11, 2019

One morning I was using the kiosk at the airport to check-in for my flight. Self-service check-in is something I do, all of the time. I like using self-service, and most of the time, I know what I’m doing. But on this day, something went wrong, and I wasn’t able to print my ticket. An employee with the airline noticed I was stuck. She walked over and asked if I needed help with anything.

Self service 159

Self service Airlines Customer Experience Customer Service 159

CX Global Media

JULY 12, 2019

The fifth step ( Step 1 , Step 2 , Step 3 , Step 4 ) in the contact center agent journey is about agent retention. Retaining contact center agents has always been a significant focus area in contact centers. With labor being the most significant expense in contact centers, labor is even more costly when you’re unable to retain it. Retention of productive agent is a major concern of HR professionals and business executives.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Customer Contact Central Submitted Articles

JULY 10, 2019

Leveraging Artificial Intelligence (AI) within customer service operations helps companies control costs while improving their support game.

Customer Service 108

Customer Service 108

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

Contact Center Pipeline

JULY 9, 2019

Memo to the Vendor Community: We work with many clients that are interested in acquiring new technology. It is always a good sign when investments in technology are being made. As we work through the acquisition process with clients, technology providers are asked to deliver a system “demo.” For some, this becomes more of a […].

Contact Center 153

Contact Center Technology Call Center 153

Myra Golden Media

JULY 12, 2019

The goal was to motivate customer service employees to deliver a better customer experience by monitoring calls and giving feedback on calls. The manager carefully crafted a monitoring form, which would be used to measure everything from listening skills to friendliness, to empathy. Each dimension on the score sheet was rated on a 5-point scale after supervisors listened to a random sample of calls between employees and customers.

Contact Center 136

Contact Center Calibration Coaching Feedback 136

CX Global Media

JULY 9, 2019

The second step ( the first step ) in the contact center agent journey comes with the on-boarding process. This is one area of the agent journey that can be dramatically different from one organization to the next. In my experience seeing many contact center operations, I see this area of the agent journey being full of improvement opportunities. If you seek to make a great impact in employee engagement, this is one place where you’d want to invest in increasing your knowledge.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

Fonolo

JULY 10, 2019

Ah, the great outdoors. In Canada, we are blessed with an abundance of wildlife, majestic mountains, pristine lakes, and seemingly endless forests. Since the 1970s, if you were an experienced outdoorsman seeking to explore the authentic, raw, outdoors, then a trip to your local Mountain Equipment Co-op (MEC) was in order. Customers came to MEC stores to buy the best hiking, rock climbing, and back-woods skiing gear.

Healthcare 103

Healthcare Call Center Engineering Self service 103

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

Contact Center Pipeline

JULY 11, 2019

In the complex world of Medicare administration, no one understands the need to deliver quick, accurate and up-to-date information to program providers better than Jerri Pigg-Shoemake. A 35-year veteran of contracted Medicare administration, Pigg-Shoemake has expertise in various aspects of the program having worked in claims adjustment, customer service and appeals management.

Government 145

Government Management Customer Service Employee engagement 145

Myra Golden Media

JULY 12, 2019

Read the webinar outline and signup!

Customer Experience 136

Customer Experience 136

CX Global Media

JULY 8, 2019

The first step in the contact center agent journey comes with the hiring process. During the past few decades in the industry I’ve come to rely on learning from some of the top industry experts to help guide my thinking and idea creation. In my experience as a practitioner, solution provider, learner and educator in the contact center industry, I’ve reached the conclusion that we have a massive education opportunity.

Contact Center 120

Contact Center Education Coaching B2B 120

Toister Performance Solutions

JULY 9, 2019

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Imagine a customer service manager needs to hire a new representative. There are probably a lot of other employees they depend on to get that done.

Customer Service 91

Customer Service Advertising Consulting Consulting 91

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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

Customer Experience Matters

JULY 12, 2019

Our team joined Qualtrics last October to create the XM Institute, and one of the great things that we’ve found is that there are many people across Qualtrics who are experts in different aspects of Experience Management (XM). So I decided to interview one of them, Ben Granger. Ben is a Sr. Principal for Global EX Strategy. He spends his days thinking about and helping organizations design leading-edge EX programs.

Management 88

Management Customer Experience 88

Nicereply

JULY 10, 2019

Beyond driving sales directly, welcome emails are valuable for the data they can provide about your customers. As in life, first impressions matter in email marketing—a lot. The welcome email, or series of emails, you send to your new customers, users, or subscribers may just be the most valuable one you ever send. A welcome email is different than a receipt or order confirmation.

Education 85

Education Sales Personalization Marketing 85

Aspect

JULY 9, 2019

Another ACE is upon us! One of the things we love best about our annual conference is the chance to speak with our customers; learning about how you’re using our products, the stories of your successes—and what we can do to help you succeed, if you need a boost. Are you using Aspect Workforce Management to make sure you have enough staffing resources to meet service demand without driving up your labor cost?

Coaching 80

Coaching Management Technology 80