Beyond Philosophy
MAY 26, 2015
In this series, professionals share what they’d do differently — and keep the same. Follow the stories here and write your own (please use #IfIWere22 in your post). George Bernard Shaw (no relation) said… Youth is wasted on the young.”. As it becomes more and more of a stretch for me to claim youth, I must admit I see the wisdom in Shaw’s words.
Customers That Stick
MAY 26, 2015
Customer service in the real world sometimes comes down to a negotiation. When you have an issue to resolve, often you and your organization are trying to find a way to make the customer happy without giving away the store and the customer (usually) is trying to get what she feels is fair. While I don’t think negotiation is the best framework for viewing these situations , the underlying dynamic can be remarkably similar.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Win the Customer
MAY 26, 2015
Strong research on the impact of customer experience on the bottom line from SAP, Forrester, Deloitte, Accenture, Gartner, and Harvard Business Review can be a great starting step towards winning buy-in from leaders and executive on the need to invest in customer service. It doesn’t matter that you have read all the blog posts and thought pieces and […].
Contact Center Pipeline
MAY 29, 2015
Our top blog post in May focused on an age-old challenge for many contact centers—schedule adherence—and offered tips for creating a culture that promotes good attendance. Other hot topics for the past month included a WFM excel trick for counting days, findings from our recent Contact Center Training Poll, advice for empowering agents, and the […].
Advertisement
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.
HGS
MAY 27, 2015
The Contact Center Evolution: 5 Focus Areas to Move from Vanilla to Value. Posted by Matthew Vallance. Contact centers have undergone significant transformation in the past few years, driven largely by the shift from voice to digital and omni-channel customer service. This continual channel shift has also influenced the nature and complexity of services being delivered.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Win the Customer
MAY 27, 2015
Creating a positive workplace culture is a critical investment that can transform an ordinary organization into a winning customer service experience power that contributes to employee engagement, creates customer loyalty, and cements long-lasting success. Recently the nation celebrated National Small Business Week, a full week that was dedicated to recognizing and rewarding small businesses throughout America.
Contact Center Pipeline
MAY 28, 2015
As with practically all improvement activities, an engaged staff starts with the right hires. Passion is a requirement, but it needs to be driven by the type of success that the contact center environment can support. Those with a passion for external rewards and working on their own schedule will not likely be as successful […].
HGS
MAY 27, 2015
Posted by Matthew Vallance Contact centers have undergone significant transformation in the past few years, driven largely by the shift from voice to digital and omni-channel [.]. The post The Contact Center Evolution: 5 Focus Areas to Move from Vanilla to Value appeared first on Team HGS Blog.
Kristina Evey
MAY 26, 2015
Delighted and loyal customers… we all want them. We all want them to spend their money with us. But there are a few things that your customers want you to know. Once you understand these points, they’ll be more likely to spend their money with you. They have a CHOICE, not an obligation, to do business with you. Make them happy they chose you to spend their money with.
Advertisement
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
Provide Support
MAY 25, 2015
8 Tips to increase customer support staff productivity. The question of employee productivity has always been a major concern for any company that is trying to evolve and grow. And indeed, productivity is closely tied with the income rate. Perhaps, every business at some point of their existence has questioned how to increase the productivity of their customer service staff without wearing people out and increasing their stress.
Contact Center Pipeline
MAY 26, 2015
How do you dispel the cost center image and focus your top-level executives’ attention on the value that great service provides? That has been a long-time challenge for many contact center leaders. The answer may lie in the information that you’re sharing with senior execs. “The main reason why executives are not tuned in to […].
Nimble
MAY 28, 2015
Nimble is an innovative CRM system that allows you to import all of your contacts from social networks such as Twitter, Linkedin, Facebook, Gmail, etc., as well as vCards and CSV files. We’ve even developed an app that enables you to add contacts to your account from anywhere on the web – The Nimble Smart [.].
GetFeedback
MAY 28, 2015
Today we’re excited about a few updates that will go a long way to make your surveys look better, make them easier to navigate, and ultimately increase the number of completed surveys you receive.
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.
CX Journey
MAY 27, 2015
Image courtesy of sandy_water How do we ensure that everyone in the organization is on the same page when it comes to customer experience? My latest post has me thinking about a quote I stumbled upon the other day from Edmund Wilson: No two persons ever read the same book. Wow! Isn't that the truth. Think about books you've read; think about books you've discussed, either back in school or with friends or colleagues.
Talkdesk
MAY 27, 2015
For customer-centric companies , complimenting their call center software solution with a robust helpdesk is a must. In fact, a recent survey of information technology professionals by Software Advice revealed that of organizations with helpdesk software investment plans, 84% plan to increase spending, citing the need for new functionality as their motivation to expand their current customer service solutions.
Nimble
MAY 27, 2015
A recent survey of retail loyalty by Colmar Brunton published in RetailWorld April 20th issue notes that “30% take advantage of their supermarket loyalty card but do not believe it adds value to their shop”! To me this result rings alarm bells. Many of the people in this 30% group are not necessarily loyal [.].
CSM Magazine
MAY 27, 2015
The origins of the Balanced Scorecard can be traced back to 1992 when Robert S. Kaplan and David Norton introduced a method for measuring a company’s performance. The Balanced Scorecard is a management system that allows managers to focus on important success factors of their particular business. It combines financial, customer, internal process and learning and growth perspectives.
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!
TMP Direct
MAY 25, 2015
A common way to get the word out about your product or service is to rent an outside list of people you can reach out to via direct mail, email or telemarketing. Here are a few common mistakes to avoid when deciding on a list. 1. Don’t accept your list brokers word for it that past list purchasers are satisfied with the quality of the names. Ask for references from at least two other people who have used the list. 2.
Talkdesk
MAY 25, 2015
Web chat solutions like LiveChat, Userlike and Olark strengthen the customer experience and are the perfect compliment to your call center software solution. They offer customers a direct digital line to agents so they can reach out to your company when they can’t use their phone. As such, if your team is looking to offer another channel to your customers to reach out to your team in addition to voice – web chat is a good place to start.
Verint
MAY 29, 2015
Can you remember the last time you experienced a customer service call that actually left you satisfied? When a service interaction is seamless, that moment lives on in a customer’s mind—and it sets the expectation for how all future experiences should go. The proliferation of the multi-device, omnichannel culture has made it more difficult than ever for organizations to manage the people and processes required to respond to consumer expectations in a consistent, personalized and contextual mann
Brad Cleveland Blog
MAY 26, 2015
Proactively engaging your customers yields many benefits. For example, research conducted by CFI Group finds that customers who post their contact center experiences on social media sites and then receive follow up from the company rate their overall customer satisfaction almost 20% higher and are 15% more likely to recommend the company compared to those who receive no follow-up.
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.
TMP Direct
MAY 25, 2015
No one likes making cold calls … it’s hard work, it’s filled with rejection, and it can be downright depressing. But cold calling is critical to the success of virtually every business, so understanding and implementing a few best practices can help make the process more productive, more enjoyable (yes, it can sometimes actually be enjoyable), and deliver a better ROI.
ClearAction
MAY 28, 2015
If It’s Called Customer Experience, Why is it All About the Company? ClearAction’s Lynn Hunsaker interviewed by Janice Cuban , MarCom Guru. While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger. Perhaps it’s because of stats like: 90% of executives say that customer experience is central to their strategies , but a whopping 86% don’t expect to see a signif
Brad Cleveland Blog
MAY 26, 2015
Proactively engaging your customers yields many benefits. For example, research conducted by CFI Group finds that customers who post their contact center experiences on social media sites and then receive follow up from the company rate their overall customer satisfaction almost 20% higher and are 15% more likely to recommend the company compared to those who receive no follow-up.
Advertisement
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.
Expert insights. Personalized for you.
356 
Let's personalize your content