Beyond Philosophy
APRIL 30, 2015
Keeping Customers is cheaper than getting new ones. Customer loyalty and retention are goals for most organizations as a result. In the past, some companies’ modus operandi to build their loyalty involved a loyalty card with additional benefits. However, these loyalty card benefits just became part of the offer over time. So now what do we do to build Customer Loyalty?
Win the Customer
APRIL 27, 2015
Have you ever called to speak to a customer service representative who didn’t listen to your problem? Did it sound like the customer support person was reading answers off a page and wouldn’t let you get a word in edgewise? Was your legitimate complaint transferred from one office to another while you were on hold […].
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Customers That Stick
APRIL 28, 2015
The big day is finally here! Today is the official launch of Be Your Customer’s Hero. To celebrate the launch and to try to work our way onto Amazon’s bestseller lists, we are offering incentives if you purchase multiple copies of Be Your Customer’s Hero in the next three days. The breakdown below shows you the levels and the gifts! Spaces between bullets show anything that’s different from the level above it.
Contact Center Pipeline
MAY 1, 2015
I want to talk a little about why service metrics (e.g., Service Level, ASA, Abandon Rate or Max Delay) are so important and why everyone in your center needs to really get this stuff. (My soapbox is strong, young Jedi). Reason One: Customer service and satisfaction (combined) is the primary objective of every call center. […].
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Beyond Philosophy
APRIL 27, 2015
I had achieved my goal. I had “made it” by corporate standards. I was a senior executive with a big corner office and a big salary to match. Over 3,500 people reported to me globally, and I had a budget of millions to “improve the Customer Experience.”. So with all of these great things going in my career, why did I want to leave? It’s simple, really.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
PeopleMetrics
APRIL 28, 2015
"Evolve or Die". This was the terrifyingly binary challenge Joe Sullivan , CEO of Market Insights delivered to a group of banking execs last Friday at the N.J. Bankers Association G.R.O.W.T.H conference organized by MoSA. Even with many moments of levity throughout the day, there was no escaping the seriousness of the challenges faced by those in attendance.
Contact Center Pipeline
APRIL 30, 2015
In early April, interest in agent development rose to the top of the charts on the Pipeline blog—from insights about ensuring that the right agents are promoted into leadership roles to feedback about how much ongoing training agents currently receive. Other top topics included how to calculate fully loaded staff, how to use speech analytics […].
Beyond Philosophy
APRIL 30, 2015
We consult companies in insurance, automotive or other manufacturers that sell through a dealer/distributor agent or any third party. These companies all struggle with the same question as a result of their business model: who is the Customer, the dealer or the end user? The reality is, both of them are. The Distributor Dynamic. Distributors (or Dealers) introduce an interesting dynamic to a business model.
CX Journey
APRIL 28, 2015
Image courtesy of LendingMemo I originally wrote today's post for Confirmit in September 2014. This is a modified version of that post. Not all returns from your customer experience investments are financial. Will that scare your executives? One of the most-frequently-asked questions we hear from companies about listening to customers and, hence, improving the customer experience is: “How can I show ROI for my executives?
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.
Nimble
APRIL 30, 2015
This is an important message from the Care Ninjas at Nimble: Every now and again, we get the famous question “Why No Phone Support?” And don’t get us wrong, we completely understand where this question comes from. Customers want a verbal conversation to ensure the person on the other end is truly listening and willing [.].
Contact Center Pipeline
APRIL 29, 2015
Which types of contact center training produce the best ROI? In our recent Contact Center Training Special Issue, we asked experts from the leading contact center training providers for their views. Here is what Nina Kawalek, Chief Executive Officer of the RCCSP Professional Education Alliance, had to say. Sometimes the best ROI is the one […].
Talkdesk
APRIL 28, 2015
Thanks to the surge of the Internet—and the availability of customer reviews, corporate blogs and social media—today’s customer is “smart”. By that we mean that the customer has aggregated a myriad of information about your business, likely before ever interacting with one of your sales reps or call center agents. In fact, 57 percent of the purchase decision is completed before a customer even calls a company, according to CEB.
Zingtree
MAY 1, 2015
In this two-part series, our friends at Impact Learning , share their top strategies for customer service agents. They provide fantastic guidance in their blog and improvements for sales, service and support staff. Often times, when customers are calling into your contact center, it is likely because they require technical assistance, can’t find an easy answer to their question, or your system has prompted them to do so in order to complete a transaction.
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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.
Kunnect
APRIL 28, 2015
At Kunnect, we’re constantly looking for ways to make our cloud-based call center software even more convenient and user-friendly. We’re excited to announce that we’ve completed an integration using the Salesforce.com application programming interface (API). Now, we can push data to and from Salesforce for potential clients who use Salesforce for their CRM system.
Contact Center Pipeline
APRIL 28, 2015
Post-transaction surveys provide a customer-centric view of when first-contact resolution (FCR) has been achieved. But even with customer surveys, the most common methods often result in companies reporting inflated FCR rates—10% higher, on average, says Mark Miller, senior director of Contact Center Solutions for J.D. Power. Many contact centers create a false sense of their […].
TMP Direct
APRIL 29, 2015
Customer Service Fast Facts. Loss of customer loyalty: “Contact centers leave 18% of customers with unresolved issues. More than half of customers with unresolved issues (56%) are at risk of defection, or have already decided to leave.” [Contact Center Satisfaction Index for 2008, published by the CFI Group] “We spend up to 10% more for the same product with better service.
Sikorski's Think Abouts
APRIL 26, 2015
For me. the most exciting evolution in Call/Contact Center technology is speech analytics and here is why: Fine tuned to the point where if a certain word is used the interaction is recorded. Identifies the emotion in the voice. Converts voice to text. Searchable data. Sends real-time alerts to supervisors. Monitors the entire customer experience. Unlocks the information buried in customer conversation.
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!
Brad Cleveland Blog
APRIL 30, 2015
Mobile apps are an important part of the emerging customer service landscape. Don’t dither getting there. But by all means, ensure they are ready for prime time. In results that are probably no surprise, a recent Compuware study found that customers have little tolerance for glitchy or unstable mobile apps.
ijgolding
APRIL 29, 2015
One year ago I wrote a blog post about leadership. It was a delight to write with great clarity about how an organisation had achieved remarkable things through strong, committed, innovative, focused and inspirational leadership. I was using this organisation as a model example of how leadership can deliver success to a business and inspire its employees and ‘customers’ to become even stronger advocates or ‘fans’ of the organisation.
CX Journey
MAY 1, 2015
Image courtesy of Local Studies NSW When you're ready to make or introduce a change in your organization, how do you tell employees about it? Or do you? Last week, I wrote about some research that McKinsey did on organizational transformations. One of the findings was that communication is key to a successful transformation. (This seems to be a no-brainer, but you'd be surprised.
Brad Cleveland Blog
APRIL 30, 2015
Mobile apps are an important part of the emerging customer service landscape. Don’t dither getting there. But by all means, ensure they are ready for prime time. In results that are probably no surprise, a recent Compuware study found that customers have little tolerance for glitchy or unstable mobile apps.
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.
Brad Cleveland Blog
APRIL 28, 2015
According to a stat provided by Fonolo, Americans spend a combined 60 million hours on hold with contact centers, each year. Who knew?
Brad Cleveland Blog
APRIL 28, 2015
According to a stat provided by Fonolo, Americans spend a combined 60 million hours on hold with contact centers, each year. Who knew?
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