Sat.Feb 07, 2015 - Fri.Feb 13, 2015

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You Must Do THIS at Your Job Interview

Beyond Philosophy

'First impressions count. When you start a job interview one of the first things you will do is shake your prospective employer’s hand. What impression will they get of you by doing this? Handshakes can indicate many things. The strength of a handshake conveys a lot of information. From a firm to a limp handshake, each intensity communicates pertinent conscious and subconscious clues about your personality.

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How Can Contact Center Analytics Help Agents Improve Performance?

Callminer

Contact center analytics evaluate agent performance in real time, leading to improved performance across a variety of areas. Here’s a look at how.

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Trending Sources

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Customer Insight Leaders have more IMPACT in the boardroom

Peter Lavers

How can you influence the top table? As more and more Customer Insight leaders rise in influence within blue chip companies, it seems timely to consider this question. It is not just for Customer Insight Directors (CID), although that role and it’s american cousin (CKO, Chief Knowledge Officer) are appearing in more and more companies. My last search on LinkedIn turned up nearly 50 CIDs in the UK (excluding research agencies where this job title does not have the same seniority) and over 700 CKO

Morale 160
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Finding Your FCR Opportunities

Contact Center Pipeline

Any contact received from a customer comes with a set of expectations, and one of those is that the issue will be completely resolved by the time the contact ends. First-contact resolution (FCR) is our way of measuring this characteristic, and anyone who has worked in the industry would be quick to agree that high […].

Metrics 157
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The 2023 Verint Experience Index: Retail

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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McDonald’s Super Bowl Ad: I’m Lovin’ It

Beyond Philosophy

'All in all, this was a bad year of Super Bowl ads. The only one I liked was McDonald’s. Their ad campaign, “Give Lovin’, Get Lovin’” is a great idea. Here is the ad in case you missed it. Through February 14th, 2015, Customers at the restaurant will be randomly selected to owe a new form of payment. Instead of cash or credit, they want their Customers to pay with lovin’, a play obviously off McDonald’s tagline, “I’m Lovin’ it.

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Optimizing The Social Customer Experience For Better Customer Engagement

Win the Customer

'Customers are moving outside the purchasing funnel—changing the way they research and buy products and services. If your service experience hasn’t adapted, you’re falling behind. A customer-centric approach to service, integrating all available customer contact channels, needs to be based upon your customer journey. Every aspect of your service offering, sales and marketing efforts need to correlate and contribute […].

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The breadth of Customer Insight

Peter Lavers

Different businesses continue to use the term “Customer Insight” to mean different things. Even in our poll of over 100 customer insight leaders, only half of you considered data management or database marketing to be part of Customer Insight. The majority also had only research reporting into them, not analytics. Does that ring true with your role?

Analytics 113
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Home Agents: 4 Tips for Building a Cohesive Team Culture

Contact Center Pipeline

Over time, all work groups develop norms, which are the rules and expectations (either formally or informally established) that guide the team members’ behaviors. One area that is often overlooked when establishing a work-at-home team’s ground rules is how the individual members interact with and communicate with each other. Without agreed-upon standards for communication, unproductive […].

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Good Business Is About Showing Customers the LOVE Through Good Customer Service

Kristina Evey

'The secret sauce to getting more customers and making more money? Show Your Customers The LOVE! Show Your Customers the Love. It doesn’t get any simpler than that. Think about the way we build personal relationships… we see someone we are attracted to, we do things to get them to notice us, we try to find out more about them, we do things to try to impress them, we pay attention to them, we notice what makes the happy and/or sad, we do our best to make them feel good or happy.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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The Impact of Good Email Management on Great Service [INFOGRAPHIC]

Win the Customer

'Although it may seem as though social has made email obsolete, the number of email accounts is expected to increase from over 3.9 billion in 2013 to over 4.9 billion by the end of 2017. With the growth of social media over recent years, it’s understandable that many businesses have started to pour their resources […].

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Loving Customers for Customer Experience Excellence

ClearAction

Loving Customers for Customer Experience Excellence. "Payin' with lovin'" seemed like a clever twist on McDonald's advertising theme, "I'm lovin' it!" In a Superbowl ad, the company announced its random selection of customers to pay for purchases with "random acts of love", from the big game day through Valentine's day.

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Promoting a Culture of Recognition

Contact Center Pipeline

Do you have a culture of retention or turnover? Do your employees feel like they are on a progressive journey, or that the foot they’re putting forward is halfway out the door? Here are some inspirational ideas and practices to show your agent population that they are important and necessary to the overall success of […].

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Ouch, My Pride (or “Tips for Handling Harsh Customer Feedback”)

PeopleMetrics

'I was in a short story class once. We were sitting with our desks in a circle, workshopping a classmate’s story. Here are scenes from the session: Quiet shuffling of paper. Low-hanging compliments. Female classmate suggests a dialog could rewritten for better effect. Author: “But that’s the way it happened.”. Professor: “This is fiction class. We’re trying to help your story.”.

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Contact Center Dialers Demystified

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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3 Critical Customer Service Disasters That Totally Are Preventable

Win the Customer

'The 2014 Global Customer Service Barometer by American Express found that 74% of Americans spent more money with companies that had previously provided them exceptional customer service. The survey also found that customers are far more likely to tell friends about negative customer experiences than positive ones. No matter how much time and effort you […].

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Leveraging the soft and fluffy: how important are soft skills in delivering Customer Experiences?

ijgolding

'Yesterday I had the enormous pleasure of co-chairing the first ever Customer Experience Professionals Association (CXPA) Members Insight Exchange to be held outside of the US. The gathering of Customer Experience Professionals (CXPs) from across Europe was as inspiring an occasion as I hoped it would be. I have always said that when you put […].

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Coffee, Anyone?

Contact Center Pipeline

If you are a WFM Scheduler and need a quick way to boost employee morale, try out a test-run of offering three 10-minute breaks in place of the traditional two 15-minute breaks. Employees love this because they feel like they’re getting an extra break and don’t have to work any extra time to get it. […].

Morale 100
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Be Mine: The Secret to Successfully Closing A Sale

PeopleMetrics

'"If you want to persuade, you must first connect.". This quote from Sonia Simone ''s excellent post entitled How to Create a Deep Connection with Prospects and Customers sums up a question we''ve been grappling with here at PeopleMetrics in recent months: how to help B2B companies differentiate on the prospect experience and close more sales. The author states that as humans, our need to be seen, heard, and recognized is directly connected to the success (or failure) in the prospect and custome

Sales 79
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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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How to Actually Keep a Customer: A Lesson From The Coffee Shop

Win the Customer

'Offering world-class customer service varies little, in principle, whether you are serving coffee or installing servers. Get it right, and you can keep customers for life. Today is one of those rare occasions where I’m out on the road (well, train tracks), travelling up to the Midlands to see a client. And that means coffee. […].

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Why is More Important than How In Customer Feedback

Genroe

by BuzzFarmers . Why is a very powerful word. One of the most popular Ted talks of all time, over 19 million views, asks you to start not with the how of your business but the why of your business. Why asked 5 times is the basis of the incredibly powerful 5 Whys root cause analysis technique. Young children find out how the world works by asking why a seemingly endless number of times.

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Practice Forgiveness

Contact Center Pipeline

Have you heard of The Golden Rule? It’s common English phrasing is: Do unto others as you would have them do unto you. The Golden Rule, the ethic of reciprocity, is found in all cultures whose legacies and achievements are remembered and celebrated. And, so it is with businesses whose mission and purpose is to […].

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6 Top Customer Service Trends for 2015

Talkdesk

Is your customer-centric team actively working on providing better customer service in 2015 ? Have you been searching for trends that will help them optimize customer interactions and get a leg up on your competitors ? Look no further! Below are the top six customer service trends for 2015 according to Forrester : 1. Emerging Channels. According to Forrester, emerging customer support channels such as mobile and web self-service and video chat will gain momentum in 2015.

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The Innovator’s Guide to the Digital-first Contact Center

In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options. Social platforms are now becoming mainstream contact center channels. Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.

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5 ?Ways to Increase Your Net Promoter Score and Improve Customer Experience

Win the Customer

'Net Promoter Score (NPS) is a powerful customer feedback method that can enable you to improve customer service results and enhance customer experiences. It may seem trite in this world of complex metrics and customer data overload, but this simple test of loyalty has formed the basis of game-changing improvements for thousands of companies. Most service surveys are […].

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Winning the #CX Dating Game

CX Journey

'Image courtesy of The Round Peg Today I''m pleased to share a guest post by Bob Daly , President of DuSentio. If you’re reading this, it means you''ve reached a level of maturity, age, and wisdom to have likely heard the following classic dating quote: It’s not about you, it’s about me. If you were ever on the receiving end of this message, hopefully with distance and experience you’re able to chuckle and shrug off the bad memories associated with this relationship killing poison pill.

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Zendesk Agent Scripting App by Zingtree

Zingtree

If you want to have a Zingtree ready-to-use inside of Zendesk, we have a Zendesk App for you: The Zingtree Agent Scripting App. This is extremely handy for companies that offer chat or telephone support, as it allows an agent to have a live, standardized script to follow when helping the customer. The Zingtree Agent Scripting App appears in the right hand panel of Zendesk, like this: Your agent can read the prompts, and follow the script.

Scripts 48
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On Demand Webinar – Creating the Brilliant Customer Experience

Service Strategies

Customer experience (CX) is hot. Are you taking advantage of its huge potential to make your services business more prominent, progressive, and profitable? This web cast, presented by Dr. James "Alex" Alexander, covered some of the critical aspects of how to brilliantly use CX to create customer success, while generating profitable revenue for your services business.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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7 Ways to Provide Exceptional Customer Service for E-commerce [INFOGRAPHIC]

Win the Customer

'Customer service is critical in the on-going relationship between customers and service providers, especially those primarily interacting with customers online. With the rise of social media contact channels, e-commerce companies need to undestand, embrace, and innovate with these new customer communication methods. AS they do, they’ll see improved relationships with customers and enhance their online […].

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Discounts Sabotage

CX Journey

'Image courtesy of JSF0864 Is your customer acquisition (and retention) strategy based on discount pricing? How''s that working for you? Discounts might be working well to bring customers in the door, but do they stay after they''re in? Can you keep those that you acquire? Are you creating a precedence that is not sustainable? A couple weeks ago, I wrote a post about the phenomenon where customers buy on price but also leave on price.

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Security

Platform28

Platform 28 Extensible Security keeps personal data personal while allowing temporary access to boost CEX. No private data is ever stored locally. All data processed by our platform is tokenized: broken apart, jumbled, and replaced with “non-sensitive equivalents”. With your clients’ sensitive data scattered and piecemeal it is of no use to anyone. The tokenized data is also then encrypted for extra level of security.