Beyond Philosophy

MARCH 23, 2015

'Over the years, I realized relationships in business mean everything. Whether it’s a new employer or a new Customer, the beginning of a relationship sets the standards for how the two of you will interact moving forward. With so much riding on this new relationship, it’s important that you are clear and detailed about these standards. To that end here are 8 important tips regarding establishment of the parameters for a new business relationship: Tip #1: Be yourself.

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Accountability Feedback Personalization Customer Experience 327

Peter Lavers

MARCH 26, 2015

Customer Experience Management is a hot topic in many companies, who have realised that they are no longer ‘in control’ of all the channels, media or messages that their customers utilise to engage with their brand. Understanding and “managing” customers’ cross-channel journeys sits at the heart of Customer Experience theory, and numerous different approaches have been taken to map out the current and desired experience.

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Journey mapping Customer Experience Management 239

ijgolding

MARCH 24, 2015

'As I quite literally travel the world talking, listening and working with individuals and organisations who have an interest in Customer Experience, I am regularly asked who the world’s ‘best’ Customer Experience brands are. ‘Who is good at CX?’ is a pretty typical question. It is a good question to ask and one that I […].

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Customer Experience Customer retention 174

Win the Customer

MARCH 21, 2015

'Customer service nowadays requires professionals who possess a wide-range of soft and hard customer service skills. Did you know that 55% of consumers would pay more for a better customer experience, and almost 70% of buying experiences are actually based on how the customers feel they’re being treated? Let’s just say that the importance of […].

Customer Experience 140

Customer Experience Call Center Customer Service 140

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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.

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Contact Center Pipeline

MARCH 27, 2015

In this month’s Inside View column, Berlin Packaging’s Senior Manager of Business Development and Strategy Paul Mansour discusses how the company’s rapid growth through multiple acquisitions impacted Berlin’s long-standing corporate culture. Over the past decade, this leading full-service supplier of plastic, glass, and metal containers and closures grew more than six times the market rate. […].

Marketing 100

Marketing Management Employee engagement Feedback 100

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies. Just what is it, anyway? The Business Dictionary clarifies governance as "establishment of policies, and continuous monitoring of their proper implementation, by the membe

Government 86

Government Customer Experience Journey mapping Construction 86

Win the Customer

MARCH 24, 2015

'Six Sigma for customer service includes identifying factors which are critical for the quality of the service required customers. Focus is placed on improving efficiencies, capabilities, and stability of service and the customer service system to support six sigma.

Customer Experience 136

Customer Experience Call Center Customer Service Management 136

Contact Center Pipeline

MARCH 26, 2015

People are surprised when I tell them I was a History major in college. They typically laugh nervously and say things like, “But… you’re the numbers guy?” And it is true, of course. I am the numbers guy. My favorite courses were on the subject of “statistical history,” and I think this is where I […].

Service level 100

Service level Metrics Call Center Contact Center 100

Genroe

MARCH 23, 2015

by DonkeyHotey. I’m sure you’ve heard of Bill Clinton’s famous, but unofficial, 1992 campaign slogan : “It’s the economy stupid”. His chief of staff wanted to focus everyone on what was most important in the run up to the election. That was a great approach but today I’m championing an anti-version of that slogan: Net Promoter – it’s not the number stupid!

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Surveys Metrics Customer effort Sales 90

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

Up Your Service

MARCH 21, 2015

'Many people think of improving service and improving productivity as diametrically opposing objectives. Increasing productivity means doing more with less, which means reducing service levels. Meanwhile, upgrading service means doing more than before, which causes productivity declines. These views may be common sense, but they are also incorrect. Improving service and productivity go hand in hand and are easy to accomplish when you have the right understanding of what service really means.

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Service level Metrics 83

Win the Customer

MARCH 25, 2015

'Creating the type of customer service that differentiates your organization from the rest is critical, especially in industries where products or services are comparable between competitors. The blue-collar employment industry can be tough. Keeping unemployed customers happy can sometimes be a big challenge. Below are the keys we’ve found to be most effective.

Customer Service 135

Customer Service Call Center Customer Experience 135

Contact Center Pipeline

MARCH 25, 2015

Technology and employee demographic shifts are changing the way work gets done in America. Some of the most compelling evidence can be found within the home-working arena. When we compare highly utilized telework business process and practices from five years ago—or even three years ago—to today, there is little that remains constant. The following are […].

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Technology Contact Center Call Center 100

CX Journey

MARCH 26, 2015

'Sprinklr ebook cover Feeling like you need some guidance with your CX Journey? Not sure where to turn? I''m excited to share details about a new ebook for which I wrote a chapter. The book was compiled by Sprinklr , and it''s aptly titled, The Survival Guide to Customer Experience. It doesn’t matter what your ads say. In today’s world, the only thing that customers care about is the experience.

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Customer Experience Customer Care Management 64

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.

Journey mapping

Up Your Service

MARCH 24, 2015

'In Part One , I explained how you can make it easier for your employees to provide great service to your customers or clients. But delivering great service is only half the battle. You’ll also need to find ways to help your employees sustain their enthusiasm for doing so. Anytime you undertake a new initiative, you’ll be met with excitement at the beginning, and then slowly but surely as day-to-day obstacles pop up and old habits refuse to relinquish their grip, your team will begin to waver.

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Education Benchmark Employee engagement Best practices 66

Win the Customer

MARCH 23, 2015

'Changes in how customers utilize technology in the shopping experience has brought dramatic changes to the retail shopping experience and changed the landscape of how retailers approach the in-store customer experience. Even as the amount of digital interaction increases, the potential value of in-person service experiences can give brick-and-mortar retailers an experience advantage that online […].

Customer Experience 123

Customer Experience Technology Personalization Customer Service 123

Contact Center Pipeline

MARCH 24, 2015

In my last post, I mentioned a Purdue University study on decreasing attrition in a contact center environment. The study found that contact centers can reduce their attrition by 21% by implementing an applicant intake process that includes a realistic job preview, assessments and a behavioral interview. The post offered tips on assessments and realistic […].

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Contact Center Call Center 100

ForeSee

MARCH 23, 2015

'Globally, the military uses various levels of stars to symbolize an officer’s effectiveness, success, or influence. It’s a “badge of awesomeness.” Customers can think of your business in the same way and they’ll place a badge on your brand—whether you see it or not. They form a quick impression from their experiences with your store employees, your website, your customer service team, your new app, etc.

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Customer Service 58

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

CX Journey

MARCH 24, 2015

'How does ensuring your employees have a great experience translate into better service for your customers? Last week, I had the pleasure of co-presenting on a webinar with Kyle Antcliff of Intradiem. We talked about. The link between employee experience and customer experience The importance of treating agents like relationship managers (not assembly line workers) The difference between employer brand and customer brand Three critical stages of the employee journey How to identify “moments of t

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Journey mapping Customer Experience Employee engagement Customer Service 62

TMP Direct

MARCH 24, 2015

Traits of the best call centers Part II. The International Customer Management Institute (ICMI) is one of the call center industry’s most respected organizations. ICMI’s president, Brad Cleveland, wrote Call Center Management on Fast Forward: Succeeding in Today’s Dynamic Customer Contact Environment, in which he identified “Traits of the Best Managed Call Centers.”.

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Call Center Calibration Scripts Surveys 40

Contact Center Pipeline

MARCH 23, 2015

I travel often, and so I am generally at one of the highest status levels for the airline I fly, the hotel where I sleep, or the rental car that I drive. Occasionally, though, I need to use a travel company that does not know me very well, and I get the “standard customer” treatment. […].

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Airlines Contact Center Call Center Customer Service 100

Customer Interactions

MARCH 27, 2015

'Although NG911 and FirstNet are evolving on similar paths, they are not always part of the same conversation. Recently, NICE Systems’ John Rennie joined other industry experts at IWCE for a panel entitled ‘FirstNet and NG911: The Big Picture View.’ The panelists discussed, among other things, why it’s vitally important for the public safety industry to keep the big picture in mind as it moves forward with these transformational initiatives.

Analytics 39

Analytics Technology Management 39

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Verint

MARCH 23, 2015

'What is the divide between how we think we and others around us perform, and the reality of what we truly accomplish? In a webinar held on February 19, Debunking Employee Productivity Myths , Harvard Business School Professor Francesca Gino explained the science behind how we perceive ourselves, and the impact that can have on our decision-making process.

contact center workforce 34

contact center workforce Contact Center Metrics Management 34

Brad Cleveland Blog

MARCH 26, 2015

One of the most important leadership priorities is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn, is what will get you the support you need from colleagues across the organization. It’s what will secure adequate funding, and will facilitate the means to attract the talents required.

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Strategic Value Contact Center Call Center Customer Service 22

Brad Cleveland Blog

MARCH 26, 2015

One of the most important leadership priorities is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn, is what will get you the support you need from colleagues across the organization. It’s what will secure adequate funding, and will facilitate the means to attract the talents required.

Strategic Value 20

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