Beyond Philosophy
APRIL 23, 2015
Two billion people now use smart phones, and in America, for at least two hours a day. Many Customers only Customer Experience with you might be a Mobile Experience. How will they feel about yours? What does your app say about you? The Economist’s recent article, “ Planet of the phones ” describes the smartphone as the defining technology of the 21st Century.
Callminer
APRIL 23, 2015
What are some strategies call centers can take to curb agent “avoidance” behavior and reduce absenteeism? Take a look at a few different approaches.
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Contact Center Pipeline
APRIL 24, 2015
“Congratulations! You have been promoted to acting supervisor.” It was 1993 when my manager pulled me aside and gave me the good news. I was thrilled at the chance to lead a contact center group, but I was also nervous. I was a top-performing agent, but I had never managed staff until now. Unfortunately, there […].
PeopleMetrics
APRIL 24, 2015
In working with CultureMetrics clients, we’ve found the common painpoint for many companies is the “How We Work Together” dimension. It’s not hard to understand why. Inside the walls, cubicle to cubicle, department to department—there are an awful lot of internal interactions to get right. But if we want to improve how we move customers through our businesses, then we need to focus on how we work together.
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Beyond Philosophy
APRIL 21, 2015
How you feel at any given moment has a big effect on what you do. When someone is feeling happy, they may react to a situation much differently than they would when they feel stress. This is why in my new ebook Unlocking the Hidden Customer Experience: Short stories to ensure remarkable success we discuss the design of emotions into a Customer Experience.
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 23, 2015
If your contact center is among the many that are considering adding social media to the channel mix, one of your top considerations will be how to staff this highly visible medium. Whether you decide to recruit social customer care agents from outside your center or promote from within, you’ll need to expand your coaching […].
ijgolding
APRIL 21, 2015
'Do you work for an organisation that aspires to ‘put the customer first’? Have you listened to senior leaders in your business talk about the importance of ‘being customer centric?’ Does your company have a ‘value’, or ‘vision’ or ‘mission’ that makes reference to ‘focusing on the customer’?
CX Journey
APRIL 21, 2015
'Image courtesy of xianrendujia What do your employees know about customer experience? I''ve been talking about the importance of employees to the customer experience since my days at J.D. Power and Associates 20 years ago; sadly, in the heat of customer experience design efforts, employees are still forgotten. Company executives say: " We''ll collect feedback from employees later.
Influitive
APRIL 22, 2015
For years, B2B marketers have largely viewed B2C loyalty tactics as irrelevant in their space. After all, B2B buyers don’t respond to reward points and coupons. Plus, customer retention has long been seen as the responsibility of those in sales, service, and support. But B2B marketers are under growing pressure to interact—and deepen relationships—with customers at every stage of the lifecycle, since retaining a customer is more valuable than acquiring a new one.
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 22, 2015
No matter what you think of mobile communication, you can be certain it is here to stay. It is not simply a different type of phone or a different style of browsing. It is every communication tool rolled into one, and it is always with us. It is the first time in history that so […].
ijgolding
APRIL 20, 2015
'I have written many times in the past about the need for organisations who desire to become more Customer Centric to acknowledge the need for TRANSFORMATION. Transforming a business culturally, behaviorally and systemically is an enormous, long term challenge for the majority of companies all around the world. To truly transform, individuals and companies need […].
CX Journey
APRIL 24, 2015
Image courtesy of Peanut1371 How's your customer experience transformation coming along? I'm sure you've heard (or recall) Hans Christian Andersen's story, The Ugly Duckling. If not, here's a quick refresher: It's the story of a baby swan who suffers abuse from his barnyard companions because of how he looks, i.e., he's assumed to be a baby duckling, and an "ugly" one at that; until one day, to everyone's (including his) surprise, he matures into a swan, deemed to be the most beautiful bird of a
Ian Jacobs
APRIL 20, 2015
Contact center agents have a huge impact on customer experience. Unhappy contact center agents equal unhappy customers. It's that simple. Contact center agents who feel disengaged, unhappy with their job or their lot in life, or are simply having a bad day can make a customer's contact center experience seem like root canal surgery. Given that, measuring how happy and engaged agents are and then improving the agent experience should be a priority for any company focused on driving improv
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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.
Contact Center Pipeline
APRIL 21, 2015
What is your training plan for a new supervisor? According to a study by Benchmark Portal, 33% of new supervisors receive no training when promoted. Only 24% have a formal training program developed with their training departments and just 13% utilize a third-party learning program or education. Sadly, fast-food supervisors probably receive more training than […].
Kunnect
APRIL 22, 2015
The cloud has become such a popular solution for contact centers that the question is often not whether to switch to the cloud – it’s “Which vendor?” As traditional on-premise vendors launch cloud offerings and new cloud-only vendors continue to pop up, it can be difficult to choose. There are many things to consider: features, pricing, customer service and support, flexibility, scalability, security and more.
TMP Direct
APRIL 21, 2015
Reproduced with the permission of btobonline.com, from an article originally posted June 26, 2008. When MegaFab, a machine tools manufacturing company, was searching for ways to boost its telemarketing sales numbers, managers took a closer look at the company’s e-mail marketing efforts. MegaFab relies on telemarketing for the lions share of its sales, said Alfred Julian, VP-marketing, so tapping e-mail response data had the potential to provide a gold mine of valuable leads.
Ian Jacobs
APRIL 20, 2015
Contact center agents have a huge impact on customer experience. Unhappy contact center agents equal unhappy customers. It's that simple. Contact center agents who feel disengaged, unhappy with their job or their lot in life, or are simply having a bad day can make a customer's contact center experience seem like root canal surgery. Given that, […].
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 20, 2015
As more organizations turn to customer experience as a competitive differentiator, contact centers must ensure that staff are fully prepared to drive customer-centric goals. So how can contact center managers more effectively tie QA results into training? In our recent Contact Center Training Special Issue, we asked the experts from the leading contact center training […].
Sikorski's Think Abouts
APRIL 19, 2015
A formal policy should be in place and detail: Performance Guidelines. Tools and Measurements. How reviews and scores will be communicated. Here are the components: Performance Evaluation Policy Form. Performance Standards (Calibration) Chart. Quality Monitoring Form. Performance Evaluation Form. If you would like samples of these forms, please send me your email and I will gladly share.
Brad Cleveland Blog
APRIL 21, 2015
Are you considering adding video to your contact center? Video chat is an access channel that can certainly distinguish you from competitors. And with the technology barriers coming down, more companies are seriously considering adding this channel into their customer access mix. Amazon, Land’s End and others have already jumped in, with others soon to follow.
ClearAction
APRIL 18, 2015
How Human Resources Can Add Value to Customer Experience Excellence. Customer experience (CX) is all about people getting what they need in their lives. People in your company are central to designing and delivering great customer experiences. So Human Resources (HR) departments can make a big difference is helping companies achieve CX goals, as we discussed in Part 1 of this article: Seeing HR’s work within the bigger picture of external customers’ needs.
Advertiser: ZoomInfo
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
ijgolding
APRIL 21, 2015
I have written many times in the past about the need for organisations who desire to become more Customer Centric to acknowledge the need for TRANSFORMATION. Transforming a business culturally, behaviorally and systemically is an enormous, long term challenge for the majority of companies all around the world. To truly transform, individuals and companies need to constantly learn from others – others who are further ahead on the journey as well as external partners who have the skills and
Brad Cleveland Blog
APRIL 21, 2015
Are you considering adding video to your contact center? Video chat is an access channel that can certainly distinguish you from competitors. And with the technology barriers coming down, more companies are seriously considering adding this channel into their customer access mix. Amazon, Land’s End and others have already jumped in, with others soon to follow.
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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