Sat.May 30, 2015 - Fri.Jun 05, 2015

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Like Just About All of Their Customers… I LOVE Wegmans!!!

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. This 90 year old, family-run chain might be the best supermarket retailer in the world, and maybe the best company overall.

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3 Ways Outsourced Call Centers Can Improve the Hiring and Onboarding Process

Callminer

Research shows outsourced contact centers are on the rise. Take a look at 3 ways your BPO can improve the hiring and onboarding process to get the right kind of talent in place.

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Everyone Has A Story

CCNG

Everyone has a story to tell. Everyone you meet knows something you don’t. We invite CCNG members to share their experiences, stories, and expertise in Contact Center Operations, Customer Engagement, and Customer Service.

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A Hero-Class® Thank You!

Customers That Stick

Now that Be Your Customer’s Hero is on bookstore shelves and being used by frontline customer service professionals across the country (and the world!) to help them deliver Hero-Class® customer experiences, I wanted to take a moment to publicly thank some important friends and colleagues who played a part in HERO. Many of those listed below were listed in the acknowledgements section of Be Your Customer’s Hero , but so much of the work surrounding a book happens after publication tha

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The 2023 Verint Experience Index: Retail

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

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McKinsey Thinks Bland, Generic Loyalty Programs Are Killing Business – And They May Be Right!

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. A recent Forbes article by McKinsey (“Making Loyalty Pay: Six Lessons From The Innovators”), showed that, based on the consulting organization’s recent study, loyalty program participation has steadily increased over the past five years (a 10% annual rate of growth), with the average household now having almost 25 memberships ( [link] ) For all of that growing popularity, there are huge questions for marketers

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Speech Analytics: Magic, Mystery or Method?

CCNG

Who doesn’t love a good whodunit? As an avid mystery reader, I enjoy the plot twists and turns and characters that flip-flop between villain and hero. The butler did it – no, that’s too obvious – okay, it has to be the shy and beautiful parlor maid; maybe. The discovery of a cryptic scrawled … Continue reading Speech Analytics: Magic, Mystery or Method?

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Gamification: 4 Best Practices to Motivate Agents

Contact Center Pipeline

A growing number of companies are using gamification in the contact center to motivate agents to improve their performance and skills. “We’re finding that these types of performance measurement tools allow agents to take control of their achievements,” says Christina Cowell, product marketing manager, Workforce Optimization at inContact. “Frontline agents become more accountable and proactive […].

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Customer Experience Best Practices: Empathy

PeopleMetrics

The mechanisms of business can be overwhelming. Even the simplest problems can splinter into energy-sapping challenges—rife with internal hurdles like politics, communication problems, or lack of support. In customer experience management , those challenges can threaten how we relate to customers as people. In our embrace of data points—armed with our head-down, hurdle-jumping mindset—we can turn our noble cause into an awful lot of work.

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How a Great Logo Makes a Great Customer Experience

Win the Customer

A logo is the face of your company and is at the front line of your customer experience. From the font size to color choice, your logo says a lot about your brand. Logos help to let customers within your target market identify your business from your competitors. But throwing together a logo for the […].

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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How to Create the Perfect Service Representative

CCNG

Before I opened a training company, I worked on the frontlines of customer service. I have had positions with direct face-to-face customer service in hospitality, retail, and food and beverage positions. There was a period I answered phones in a call center.

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Empower Frontline Staff with QM Tools

Contact Center Pipeline

How are leading-edge contact centers transforming their quality management tools to empower agents? Calabrio Innovation Center Manager Brad Snedeker identified the following four key trends. MULTICHANNEL EVALUATION One of the biggest growth areas, Snedeker says, is the expansion from traditional telephony evaluations to incorporate additional types of contacts, including email, instant messages, video chat and […].

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Measuring the Value of Market and Customer Intelligence

Nimble

We received a call the other day from a marketing executive at a company that wanted to explore conducting market research and how to measure its value. To gather intelligence they have relied primarily on second-hand information from conversations their sales, service and implementation teams have with prospects and customers, and direct input while at [.].

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B2B Customer Review Websites: 3 Tips For Blowing Past Competitors

Influitive

If you sell B2B software, then you know that the quality of your online reviews can make or break your sales. After all, a Google study found that 60 percent of B2B technology buyers search for peer reviews during the decision-making process. That’s why Angela Higgins , Manager, Customer Engagement at Code42, made getting high-quality customer reviews a top priority.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Effective Communication Is Difficult

CCNG

Many people think effective communication is simply lining up the three primary parts of communication – body language, tone, and the actual words we speak.

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Provide Staff Training in Customer Privacy Practices

Contact Center Pipeline

With customer loyalty and profitability at stake, it’s important to have sound policies in place for managing and safeguarding customer information. Make sure that your policies are put into practice by training contact center staff on preventative best practices. “Often, human error is a primary factor when it comes to security issues,” says Matt Lautz, […].

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CX Journey™ Musings: Are We Dumbing Down the Customer Experience?

CX Journey

Image courtesy of Margaret the Novice Does "imitate the competition" describe your approach to customer experience design? Are you more focused on what your competitors are doing than on your own business, customers, and customer experience strategy? I feel like some companies are dumbing down their customers and the customer experience. Why do I call it "dumbing down?

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Trollbusters: How to deal with unwanted chats

LiveChat

Internet is great for people who like to be a pain in the butt. Trolls send malicious messages and leave silly comments, hoping to drive people crazy and enjoy their frustrations. Trolls want to upset your agents with the things they write and expect strong, emotional reactions. As a result, they bring distraction to your team’s work, decrease motivation and impact effectiveness.

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Contact Center Dialers Demystified

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.

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BLOG-SIKORSKI’S THINK ABOUTS: INTERIOR DESIGN OF YOUR CALL CENTER # 4

Sikorski's Think Abouts

Here is #4 of my Call Center Design series. Layout – Common Issues to Avoid. Insufficient training space, lounge space and conference rooms. No. Reference library. Counseling/Project/Quiet rooms. Interaction status monitors/reader boards. Uncoordinated color schemes. Wrong traffic patterns. Lounge. Bathrooms. Time Clocks. Storage Area. HR Area. Training Area.

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7 Tips for Effective Upselling

Contact Center Pipeline

I have had the same home phone provider for 25 years. I subscribed to that same company’s Internet service 18 years ago. Three years ago, I became a mobile phone customer with that same firm. This spring, I saw a flier in my mailbox advertising that same company’s TV service. So, I called and switched […].

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Hire for People Skills: Are Those Skills Taught or Innate?

CX Journey

Image courtesy of Agpals We advocate hiring for attitude and training for skill, right? Where do you think that attitude comes from? If attitude is defined as: a manner of thinking, feeling, or behaving that reflects a state of mind or disposition (according to The Free Dictionary ), I suppose we need to change the thinking to be: hire for people skills and train for technical skills. or hire for soft skills and train for hard skills.

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Teradata Influencer Summit Highlights

Natalie Petouhof

Tweet Herman Wimmer, Co-President kicks off the event. Herman says that the guiding priorities of Teradata are: Key Principle #1: Analytic ecosystem: Teradata, DB, UDA, Real-time, Fabric Architecture. Key Principle #2: Big Data Technologies: Aster, Hadoop, Big Data Apps, Apps Center, Open Source Contribution and leverage. Key Principle#3: Cloud for Analytics.

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The Open CCaaS Advantage Report

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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Customer Engagement Index Reveals How Customers Interact with Brands

CSM Magazine

Some surprising findings have been released from [24]7’s Customer Engagement Index, focused on better illustrating how customers today interact with brands. The self-service technology company conducted a survey of nearly 1,200 respondents in the U.S., focusing on how each individual chooses to interact with brands to solve issues and answer their inquiries.

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How To Sell Your Colleagues on the Cloud

Kunnect

Whether you work in IT or marketing, you might have faced some resistance to the idea of cloud computing – maybe from coworkers or your boss. Some organizations are more resistant than others to the cloud transition, whether that means switching your entire contact center operation to the cloud or just buying a new cloud app to automate, manage and streamline your marketing efforts.

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A Great Way to Give Agents Some Control

Service Agility

The agent's job is not an easy one. They interact with customers all day long, take the heat for many things over which they have no control, and are monitored constantly. It is easy to understand why they sometimes feel disengaged. So when I ran into this idea a while back, I thought it was terrific. It came from a client that runs one of the best centers I have ever seen, and a good part of their success lies in the value they place in the agent's role.

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June Verint Speakers Focus on the Customer

Verint

CRMXchange Virtual Conference: Quality Assurance and Analytics. June 1-4; Online Webinar. Verint’s Donna Denehy, enterprise workforce optimization, will present “Have You Listened to Your Customer Today?” at 2 p.m. ET on June 1. She will explore how recording, analytics and customer feedback are all involved in the ongoing transformation of quality.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books.

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The Edge of Service™ Newsletter, Issue 12: The Keys to Social Customer Service

Brad Cleveland Blog

The Edge of Service™ Newsletter, Issue 12: The Keys to Social Customer Service Being part of “the conversation”—listening to customers and interacting with them where they are—was until recently a powerful differentiator. But it’s now becoming a competitive necessity. And that’s true whether you’re a small startup or a multinational corporation.

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Breaking Down Silos for Customer Experience Management

ClearAction

Breaking Down Silos for Customer Experience Management. Since customers see their experience as a horizontal series of steps (journey), are silos of experts across the company negatively affecting customer experience? Yes. We’ve all been through the wringer in our own role as customers and found ourselves in a bewildering maze: "That’s not handled by us; so-and-so will have to take care of you." "Oh, that’s new; department X hasn’t told us all the details yet." "Yes, but that