Beyond Philosophy

MARCH 3, 2015

'In this series, professionals share the words of wisdom that made all the difference in their lives. Follow the stories here and write your own (please include the hashtag #BestAdvice in the body of your post). What is the point of doing research is you are not going to do anything with it? Let me give you an example. It was the first few days after I had been promoted to the SVP, Customer Experience for British Telecom a number of years ago.

Advertising 365

Advertising Customer centricity Marketing Customer Experience 365

Callminer

MARCH 2, 2015

Sarcasm is notoriously difficult for both humans and machines to detect and even though most companies are concerned about it, they shouldn't be.

Call Center 182

Call Center 182

Win the Customer

MARCH 1, 2015

'Consistently setting realistic service goals is critical to the process of developing your core customer experience. Setting goals is not simply throwing out an easy number to achieve, nor is it asking your team to achieve the impossible. Consistently setting goals is part of the process of developing your team in the organization. Goals shouldn’t be […].

Customer Experience 144

Customer Experience Call Center Management Customer Service 144

customer sure

MARCH 4, 2015

Takeaway: 6 businesses share their approach to wowing and winning back lost customers. Find out what matters most to your customers, and go beyond their expectations. Reading time: 8 minutes. Wouldn’t it be great if you could win back lost customers? If every person who came into contact with your business was bowled over by your customer service?

Feedback 132

Feedback Transportation Personalization Customer Service 132

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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.

Beyond Philosophy

MARCH 5, 2015

'There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Frontier Airlines Pilot Feeds His Passengers While Stranded on Runway. Frequent travelers have all been there…sitting on the runway, hungry, thirsty, and needing to go to the lavatory but strapped in their seat, sometimes for hours.

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

Win the Customer

MARCH 3, 2015

'Industry surveys show that 63% of millennials prefer to have their basic customer service and support questions answered via live chat over traditional contact channels. According to a report by Accenture, purchases made by millennials will comprise 30% of retail sales by 2020. Age demographics have a real impact on preferences for customer service contact channels, and […].

Call Center 140

Call Center Surveys Technology Sales 140

Contact Center Pipeline

MARCH 6, 2015

Today is National Employee Appreciation Day. It’s a day to show your staff how much you appreciate the value that they contribute to your customers and the business. I am one of the judges for the ICMI Global Contact Center Awards to be presented on May 5th at ICMI’s Contact Center Expo & Conference in […].

Contact Center 100

Contact Center Call Center 100

Joe Rawlinson

MARCH 4, 2015

'How often do you feel like you’ve got too many things going on? Too many conflicting priorities and work to do? Probably all the time. What’s the solution? “Do less but better.” That simple yet powerful statement is the theme of Greg Mckeown’s book Essentialism: The Disciplined Pursuit of Less. In doing less, you can do what you focus on even better than before!

Personalization 114

Personalization 114

Andrew Mcfarland

MARCH 3, 2015

'(Guest post written by Mary Greening a Customer Experience Advisor, Social Business Strategist & Community Manager who is passionate about using new technology to improve the customer/user experience.) Remember the old TV sitcom Cheers!? Sam Malone ran a bar in Boston where several regulars came together to drink and solve each other’s [.].

Technology 111

Technology Customer Experience Management 111

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

Win the Customer

MARCH 2, 2015

'With greater insights into customer behaviour online, we can better understand our customers’ needs deliver a seamless customer journey creating more effective experiences. Anyone who has suffered the pain of being without their treasured devices for a few days understands perfectly the concept of the “always-on” world; these days access to wi-fi is almost one […].

Customer Experience 122

Customer Experience Technology Customer Service 122

Contact Center Pipeline

MARCH 4, 2015

Final notes from the 2015 SWPP Annual Conference, Day 3: During my three days in Nashville, I conducted an in-person poll to find out the average salary for a workforce manager. 82 conference attendees participated. Here are the results: Thank you to everyone who shared their information! That’s a wrap for me—I’m officially retiring my […].

Management 100

Management Personalization Contact Center Call Center 100

PeopleMetrics

MARCH 2, 2015

'Employees. You’re going to have to face them sooner or later if you’re trying to build a customer-centric culture. How do you get them in line? How do you get them to deliver on your promise? How do you get them to care about company goals? Before you bang your head on your mahogany desk, maybe you should ask yourself another question: Why should your employees care?

Employee engagement 106

Employee engagement Customer centricity Customer Experience Management 106

ijgolding

MARCH 4, 2015

'It is very likely you have not heard of 47 King Street West – a French restaurant based in Manchester in the UK. Although you may not have heard of it, it is possible that the eatery will become infamous as an example of how NOT to respond to customer feedback. When an organisation considers […].

Customer retention 104

Customer retention Feedback Customer Experience 104

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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

C3Centricity

MARCH 1, 2015

I got an email this week that was just so wrong I almost replied to it offering my help to the sender, as he clearly needed it. The email started, “Hello Deny, I will keep my introduction brief. I’m Scott XXX, CEO for YYY.” He was informing me about his company’s training offers, which he [.]. The post No Trust without Respect: 7 Rules to Winning Customers appeared first on C3Centricity.

Customer centricity 91

Customer centricity Customer Service 91

Contact Center Pipeline

MARCH 4, 2015

News and notes from the 2015 SWPP Annual Conference, Day 3: Started off the day by having a fun breakfast discussion with my call center mentor, Laura Grimes, about communicating the results of a staffing model with a call to action. She explained that it really just comes down to asking, “Do you want to […].

Call Center 100

Call Center Contact Center Management 100

Joe Rawlinson

MARCH 4, 2015

How often do you feel like you’ve got too many things going on? Too many conflicting priorities and work to do? Probably all the time. What’s the solution? “Do less but better.” That simple yet powerful statement is the theme of Greg Mckeown’s book Essentialism: The Disciplined Pursuit of Less. In doing less, you can do what you focus on even better than before!

Personalization 68

Personalization 68

ForeSee

MARCH 2, 2015

'Which side of the great dress debate did you argue last week: white and gold, or blue and black? How could something that seemed so obvious to so many be so controversial? As many of us learned, color perception can depend on such factors as how our eyes receive light, how our brains process information, the brightness of the room in which we saw the image, the appearance of other items on the computer screen we viewed and more.

Multichannel 74

Multichannel Analytics Customer Experience 74

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

eGain

MARCH 3, 2015

Are you measuring customer experience? In many areas of management it is clear what to measure and what action to take when things go wrong. For example, if a product comes out of a manufacturing process too cold you need to increase the temperature. In contrast, customer satisfaction is very hard to measure. Customer service is subjective and is only one part of the consumer’s overall experience with a company.

Customer Experience 69

Customer Experience Management Contact Center Average Handle Time 69

Contact Center Pipeline

MARCH 4, 2015

More tips, news and notes from the 2015 SWPP Annual Conference, Day 3: Benchmarking: Chat makes up 8% of all customer interactions these days, and it’s expected to go up—Eric Hagaman, Aspect. Blanket update: We’ve already surpassed our goal of 50 blankets for the Tennessee Department of Children’s Services. We have 63 in the works, […].

Benchmark 100

Benchmark Contact Center Call Center Management 100

CX Journey

MARCH 3, 2015

'Image courtesy of beetlecakes I have a few questions for you about your company: Are you focusing on acquisition or retention? Are you rebranding your image or are you reinventing the customer experience? What are your priorities? I recently wrote some posts about how companies have this misguided focus on anything but the customer experience. With one, I posed the question: Are you delivering a great customer experience - or are you just relying on advertising to create awareness and sell your

Advertising 67

Advertising Coaching Feedback Customer retention 67

Mindtouch

MARCH 4, 2015

In today’s ultra-competitive business arena, more and more companies are focusing their efforts not just on attracting new customers, but retaining the ones they already have. After all, according to Gartner Group statistics, 80 percent of a company’s future revenue will come from just 20 percent of its existing customers. And research from Bain and Co. tells us that a five percent increase in customer retention can increase a company’s profitability by as much as 75 percent.

Customer Experience 48

Customer Experience CRM Analytics Customer retention 48

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

Method:CRM

MARCH 4, 2015

Last week in Part I of Small Business Customer Service , I offered a few suggestions for improving your company’s customer service. Today, I’ll continue on with more ways your small business can ramp up customer service with more world-class examples and some simple take-aways for your team. Anticipate Customer Needs. When I think back to my restaurant days, anticipating the needs of a guest was as simple as making sure ketchup arrived at the table before their burger did.

Customer Service 40

Customer Service Accountability Personalization Management 40

Contact Center Pipeline

MARCH 4, 2015

More tips, news and notes from the 2015 SWPP Annual Conference, Day 3: From the “60 Ideas in 60 minutes” session: Penny Reynolds was transcribing all of these for the website, but in the meantime, here are a few I really liked and captured from the five expert problem-solvers in this speed session: • Build […].

Contact Center 100

Contact Center Call Center Management 100

CX Journey

MARCH 5, 2015

'Image courtesy of John R. Bell Today I''m pleased to share a guest post by John R. Bell. Six weeks ago, my business book was released. Do Less Better. The Power of Strategic Sacrifice in a Complex World concerns itself with focus and simplicity. In it, I draw on personal experiences from my days in the C-suite and the boardrooms of my consulting clients to make the case that sacrifice is the surprising secret to successful long-term viability.

Consulting 65

Consulting Consulting Marketing Personalization 65

Brad Cleveland Blog

MARCH 4, 2015

Contact Center 21

Contact Center Call Center Customer Service 21

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.

Contact Center

Genroe

MARCH 2, 2015

This week we have a guest post from Janine Scott. Janine is the Regional Manager for Customer Experience with Wolters Kluwer. As someone who works in the business, Janine has some great insights and today she discusses innovation in service businesses. Take it away Janine… Quality or Quantity; which strategic position should your company take?

Consulting 72

Consulting Consulting Marketing Customer Experience 72

Contact Center Pipeline

MARCH 4, 2015

More tips, news and notes from the 2015 SWPP Annual Conference, Day 3: Workforce Wizard Tip: AUX reason codes are a great substitute for paper tick sheets! “Ask The Workforce Wizard” panel with Marshall Lee, Kristi Holcombe, Christina Bell and Jeff Bretana.

Contact Center 100

Contact Center Call Center Management 100

Contact Center Pipeline

MARCH 4, 2015

More tips, news and notes from the 2015 SWPP Annual Conference, Day 3: I was fortunate enough to grab some time with the winner and three finalists of the SWPP 2015 Workforce Management Professional of the Year Award to find out their best WFM tips and their worst WFM nightmares. Each had great insights and […].

Management 100

Management Contact Center Call Center 100