Beyond Philosophy
APRIL 17, 2015
Employee Experience and Customer Experience are linked. What is affecting one will affect the other. They are like an old married couple—when it works it is beautiful and inspiring; when it doesn’t, it is ugly and bewildering. Both members of this marriage have a voice. The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization.
Callminer
APRIL 12, 2015
Learn how contact center analytics can help develop the big picture of customer interactions and improve the customer experience. Read more.
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Win the Customer
APRIL 13, 2015
'Customers today don’t just want more from their products and service providers, expectations really are higher than they’ve ever been. In a recent report by McKinsey, researchers pointed out that nearly 70% of the overall customer experience from a purchase is based on how customers feel they’re treated throughout the purchase process.
Kristina Evey
APRIL 14, 2015
'Understand WHY Customers Remain Loyal to Your Company. Many people assume that customer loyalty and customer satisfaction is based on asking one very important question – What is the likelihood of you referring others to do business with us? This is commonly known as Net Promoter Score, or NPS. On a scale of 1- 10, 10 being the highest likelihood, you delight in the folks that score a 9 or 10, pay more attention to the 6, 7, and 8 scorers, and count on the fact that anyone scoring 5 or
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Beyond Philosophy
APRIL 15, 2015
'Seventeen years after the prophetic Pine & Gilmore book and HBR article “ Welcome to the Experience Economy ” published, we see their concepts gaining momentum. In the past, companies embracing the concept were the exception; now embracing the Experience Economy is the rule. In other words, the idea of the Experience Economy is not just for organizations like Disney, Apple, and the Rainforest Café any more.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Contact Center Pipeline
APRIL 17, 2015
“To make a long story short” is an idiom that dates back to the 1800s. In 1857, Henry David Thoreau penned these words in a letter: “Not that the story need be long, but it will take a long time to make it short.” Ah… such true words. I don’t know about you, but in […].
PeopleMetrics
APRIL 17, 2015
'Today, we offer a guest post examining customer experience from a digital marketing perspective. This post was penned by Maya Nix, Marketing Content Producer for ClickTale. A recent Gartner survey found that 89% of companies plan to compete primarily on the basis of customer experience (CX) by 2016. With 2016 budgets and marketing plan deadlines around the corner, many digital marketing professionals are finding themselves scrambling to understand more about CX and how they can use it to rise a
Beyond Philosophy
APRIL 14, 2015
'Getting the CEO’s support for any initiative is vital, but how do you tell whether his or her commitment is genuine? Over the 13 years I worked on Customer Experience, I learned the tell-tale signs of authentic commitment. Here is my check list of ways to see if your CEO is committed to your initiative. How to Check the Commitment of Your CEO: Count the number of times the CEO mentions Customers in any communication.
Andrew Mcfarland
APRIL 14, 2015
'I heard recently that April is Customer Loyalty Month. Perhaps this has always been the case and I am discovering it late. Regardless, let me go on record as saying that declaring April as Customer Loyalty Month is counterproductive. Instead, customer loyalty should coincide with Children’s Day. Let me explain. It must be universal [.].
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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
Contact Center Pipeline
APRIL 16, 2015
Q: How do you know if you work in a call center? A: You hear the term “shrinkage” and it doesn’t make you laugh. —Greg Levin Human Factors are the payroll hours that you’re paying your employees to do something other than handling workload. It is made up of lost presence hours (closed holidays, schedule […].
ijgolding
APRIL 15, 2015
'Last week I made a telephone call to my bank. A routine query, I chose to pick up the phone and call with my question, rather than use any other channel open to me. Having gone through the usual number selection process (or IVR as it is known technically), I was connected to a human. […].
PeopleMetrics
APRIL 15, 2015
'Over the years, we''ve talked to many companies looking to outsource their Voice of the Customer software. We’ve also fielded questions from companies hunting for new partners because their current solutions weren''t delivering the value they needed. So, if you need to find a new Voice of the Customer solution, this post is for you. Here are eight questions to help you qualify a partner. 1.
AskNicely
APRIL 12, 2015
If you’ve ever been a customer (and you know you have) you’ve probably had an idea or two about how a business or service you use could do better. That barista at your local café could take her lip ring out for starters. The corner store could get cherry blossom Kit Kats back on the shelves. Your bank could send you paperless receipts, that sort of thing.
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.
Contact Center Pipeline
APRIL 15, 2015
Contact centers rely on technology to meet their business goals, manage their operations, and interact with customers in a variety of media. Unfortunately, they are frequently disappointed in their purchases. Here is an accounting of the top issues we see with contact center technology missing the mark and some considerations for how to change the […].
CX Journey
APRIL 14, 2015
'Image courtesy of muffet68 I originally wrote today''s post for Intradiem. It was published on their blog on October 22, 2014. How well do you vet any process improvements or other changes within your organization before you make them? I''ve used this quote, i.e., Pearson''s Law with my addition in bold below, in posts and presentations several times in the past, but it''s one worth repeating: When performance is measured, performance improves.
Zingtree
APRIL 17, 2015
A new release of Zingtree went live today! The main benefit is that companies using Zingtree for internal use (like call centers or live agent scripts) now have an option to add and delete agents, have agents log in and get access to scripts, and track each agent’s use of Zingtree. We’ve also made it easier to create and manage multiple organizations on your account.
Kunnect
APRIL 14, 2015
Recently, I checked my bank statement online to find two unauthorized and unexplained Uber charges. I hadn’t used the service in weeks, so I knew they couldn’t be valid. A couple days later, three more showed up. I went to the Uber website to find the customer service contact information, and I was surprised to find that email was the only option – no phone number is listed.
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!
Contact Center Pipeline
APRIL 14, 2015
Proper questioning and inquisition has become a lost art in modern society. For many, it has gone beyond being a lost art in society to becoming financial ruin in the marketplace. Asking the right questions is, in many ways, priceless. My overly curious eleven-year old asks a lot of questions. Her never unending barrage of […].
Sikorski's Think Abouts
APRIL 12, 2015
The measurement process should take into account all customer interactions – Voice, Email, Chat, Social Media, ++. Side-By-Side Monitoring. Sitting next to the Agent & “Double Jacking” into the telephone set. Provides: “On the spot” coaching and guidance. Silent Monitoring. Access an interaction in process to listen/view both sides of the conversation without agent or caller knowledge.
Zingtree
APRIL 14, 2015
We’re proud to announce that we’ve “officially” launched our Agent Scripting for call centers. And you know what that means? Press release time ! It’s up and out in the world, and you can read all the details and get the gist under the cut. Also, we’d love to get in touch if you write a blog or enjoy writing about customer service, call center technology, or awesome new companies in our industry.
Kunnect
APRIL 17, 2015
People who have a poor customer service experience tell an average of 12 people, according to research from CX Act, and those people tell some 72 more. Factor in social media and those numbers multiply quickly. Amazing customer service, on the other hand, is what sets companies apart in this social age, creating a lasting impression and building brand loyalty.
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 Pipeline
APRIL 13, 2015
One of the advantages of a small startup business is the flexibility to quickly adapt and respond to your customers’ needs. On the other hand, larger, established organizations offer credibility within the marketplace and the ability to cultivate internal talent through broad career paths. At NCR Silver, the customer care team has the best of […].
Verint
APRIL 13, 2015
'In our first blog discussing the webinar we held earlier this year with Harvard Business School Professor Francesca Gino, Debunking Employee Productivity Myths, we addressed two decision-making biases that impact employee productivity: A bias for action and a bias for completion. This second blog addresses the next two biases: an outcome bias and a “self-inflated” bias.
Customer Interactions
APRIL 15, 2015
'National Public Safety Telecommunicator Week is the week set aside each year to recognize the extraordinary work and efforts of our nation’s emergency call takers and dispatchers, the true first responders and unsung heroes of 911 – all 250,000 of them! If you don’t know the history surrounding this important event, here’s a quick primer.
Brad Cleveland Blog
APRIL 16, 2015
Studies from ICMI and others suggest there are more supervisors today – proportionally and in real numbers – than ever. With today’s developments – emerging channels, proliferation of social media, the competitive importance of customer relationships, and the wide range of generations our customers represent – supervisors have become increasingly important to the contact center’s success.
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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.
CX Journey
APRIL 16, 2015
'Image courtesy of highersights Today I''m pleased to share a guest post by James Johnson of Questback. How often do you listen to what your customers have to say? I don’t mean have you heard (or read) what it is that they’ve said. I don’t mean when’s the last time you ran a customer survey. I mean, when do you sit down and listen carefully to what it is that they have to say.
Genroe
APRIL 13, 2015
Is the new iPhone better than the latest Android phone? Ask 10 people and you’ll get 10 different answers — all of them based on opinion. incredibleguy. It’s similar with customer feedback metrics. Should you use Net Promoter ® or Customer Effort Score or Customer Satisfaction or some other new fad metric ? The opinions vary widely based on the last blog the person has read.
Brad Cleveland Blog
APRIL 16, 2015
Studies from ICMI and others suggest there are more supervisors today – proportionally and in real numbers – than ever. With today’s developments – emerging channels, proliferation of social media, the competitive importance of customer relationships, and the wide range of generations our customers represent – supervisors have become increasingly important to the contact center’s success.
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