Beyond Philosophy
OCTOBER 6, 2014
'We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. Most organizations attack the symptom not the cause. The symptom is a poor experience; the cause is their lack of Customer centricity.
Customers That Stick
OCTOBER 9, 2014
'Language is important not just to how we communicate with our customers but to how we communicate with ourselves. The right words can put an irritated customer at ease and help you approach difficult situations with greater ease. Effective customer service language can take a long time to master, so I thought I would share a few quick language tips you can incorporate into your service communication immediately.
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Win the Customer
OCTOBER 10, 2014
'So you’ve done everything possible to satisfy your customers. You’ve exerted all efforts to better your products and customer service. You treat customers like kings and queens, and provide everything to match their wants and needs all the time. Now how do you know if your strategies are working? How do you know if your […].
Kristina Evey
OCTOBER 8, 2014
'Which Comes First – The Customer or Your Staff? Customer service is an obvious and crucial focus for any company looking for sustainable financial success. You MUST focus on customers. You MUST value and appreciate the business, revenue, and referrals they bring you. Customers today are leaving businesses that take them for granted. Customers are looking for those businesses that understand they are only one option and make it their goal to be the BEST option in terms of customer servi
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Beyond Philosophy
OCTOBER 8, 2014
'I was having a family birthday meal for my Father birthday last weekend. He was talking to my kids about the changes that he has seen over his 87 years. There have been many! I made the comment during the meal that I am sure that when my kids are Grandparents, I was sure they will be sitting around similar family gathering telling their grandchildren of the time when people carried around money in the form of pieces of metal in their pockets and paper in wallets.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Win the Customer
OCTOBER 6, 2014
'Did you know that every year, the first full week of October is recognized as Customer Service Week? Customer Service Week is a great opportunity for organizations that rely on customer service and customer support teams to celebrate the important role customer relations has in business success. In addition to fun traditions and parties that […].
ijgolding
OCTOBER 6, 2014
'This blog post is written to mark the second global Customer Experience Day on Tuesday 7th October 2014. Join thousands of CX Professionals all over the world in marking the significance of Customer Experience in our lives today! You can find out about physical and online events throughout the 7th October here. What you are about to read are the exploits of one Customer Experience Professional as he went about his business during a working week.
Beyond Philosophy
OCTOBER 8, 2014
'I was having a family birthday meal for my Father birthday last weekend. He was talking to my kids about the changes that he has seen over his 87 years. There have been many! I made the comment during the meal that I am sure that when my kids are Grandparents, I was sure they will be sitting around similar family gathering telling their grandchildren of the time when people carried around money in the form of pieces of metal in their pockets and paper in wallets.
PeopleMetrics
OCTOBER 7, 2014
'Happy Customer Experience Day (CX Day)! You are reducing pain points, making experiences effortless, and creating lasting, positive memories. Your efforts to improve customer experiences deserve recognition. We want to take a moment to thank our fantastic clients and everyone focused on improving customer experience around the world. Thank You on CX Day 2014.
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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
CX Journey
OCTOBER 7, 2014
'Image courtesy of Unsplash Designing a VoC program can be daunting. Where do you begin? If you''re new to designing and implementing a VoC program, you''re probably scratching your head and wondering where to begin. There are a lot of components to consider as you dive in, from executive buy-in to organizational alignment to governance and more. However, I''m going to focus on some very important basics in today''s post; this is certainly an ongoing conversation that covers so much more than wh
Contact Center Geek
OCTOBER 5, 2014
As a call center manager, Customer Service Week is a lot of fun! Celebrated every year during the first full week of October, this is a chance to show my appreciation to the people that take calls and, often, get closer to our customers than anywhere else in the business. Call center representatives are often the lifeblood of an organization. I enjoy being part of the festivities during Customer Service Week and hearing what other call center leaders do in their centers.
Beyond Philosophy
OCTOBER 8, 2014
'I was having a family birthday meal for my Father birthday last weekend. He was talking to my kids about the changes that he has seen over his 87 years. There have been many! I made the comment during the meal that I am sure that when my kids are Grandparents, I was sure they will be sitting around similar family gathering telling their grandchildren of the time when people carried around money in the form of pieces of metal in their pockets and paper in wallets.
Horizon CX
OCTOBER 7, 2014
This past weekend my wife and I attended what is called The. One Day University. This was our first. experience and we committed ourselves to a full day from 9:00 AM to 4:00 PM to. learn from a variety of topics delivered by eight stellar professors all from different. institutes of higher learning. The four classes. that I personally chose and that interested me the most were the following. 1.
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.
CX Journey
OCTOBER 9, 2014
'Image courtesy of joey.ganoza How do you link your customer experience strategy with your corporate strategy? As many of you know, earlier this week we celebrated the second annual CX Day , a day to celebrate both customers and the professionals who work tirelessly to improve the customer experience. I helped kick off the celebrations by hosting a panel of customer experience experts in the first Google Hangout of the day for Australia.
Beyond Philosophy
OCTOBER 6, 2014
'We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. Most organizations attack the symptom not the cause. The symptom is a poor experience; the cause is their lack of Customer centricity.
Horizon CX
OCTOBER 7, 2014
'This past weekend my wife and I attended what is called The One Day University. This was our first experience and we committed ourselves to a full day from 9:00 AM to 4:00 PM to learn from a variety of topics delivered by eight stellar professors all from different institutes of higher learning. The four classes that I personally chose and that interested me the most were the following. 1.
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!
Chad Schaeffer
OCTOBER 8, 2014
I have the best job in the world. I get to do what I truly love which is help clients improve their social customer service programs. I’ve been fortunate to be in this small but growing niche for almost 5 years now after spending 9 years helping some of the largest global contact centers provide a world-class customer experience to their consumers.
Beyond Philosophy
OCTOBER 6, 2014
'We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. Most organizations attack the symptom not the cause. The symptom is a poor experience; the cause is their lack of Customer centricity.
Customer Interactions
OCTOBER 9, 2014
'When it comes to video analytics, security operations have turned a corner. Gone are the less-than-reliable analytics of yesteryear. Video analytics today deliver more precise, informative, and far-reaching insights, to a degree that many organizations have stopped questioning whether to use video analytics, and are working to determine how and where to implement them to get the most value.
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.
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