Beyond Philosophy
JUNE 21, 2015
Richard Branson, Founder of Virgin Group, led the charge for better parental leave benefits this week for his employees. The new policy at Virgin allows new parents one year of fully paid leave following the birth or adoption of a child. With Virgin’s announcement on Monday, they are one of only a few companies that offer this kind of benefit for its employees.
Callminer
JUNE 25, 2015
Speech analytics shouldn’t be a function of the contact center alone. Take a look at the importance and impact of speech analytics across the enterprise.
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Steve DiGioia
JUNE 24, 2015
This original article was written by Steve DiGioia. You’ve experienced it. You come into work with a real big smile on your face and suddenly people respond to you with a smile and seem to treat you better. It’s a well-researched social phenomenon. In fact, just looking at photos of happy-faced people has been shown to make a person’s brain waves go into […].
Customers That Stick
JUNE 23, 2015
In yesterday’s Monday Motivation, a Monday email sent to subscribers to our eNewsletter The Customer Conversation , we spoke about Walter Mischel’s famous experiment on self control and delayed gratification in children. Here is part of the email: Researcher Walter Mischel at Stanford devised an ingenious experience back in the Sixties to test self control and the ability to delay gratification in children.
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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.
Beyond Philosophy
JUNE 23, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers. Not only were the messages not requested, but these customers had to pay to retrieve them.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Steve DiGioia
JUNE 22, 2015
This original article was written by Steve DiGioia. Remember that guy you used to work with years ago, the one that was always “burning the midnight oil”, and the one that was driven like no other and was on a fast track to promotion after promotion? We all knew he would “be the boss” someday. Well it finally happened…he is now “the boss“ […].
Contact Center Pipeline
JUNE 26, 2015
In an earlier post, we shared some of the top challenges that contact centers face when transitioning from a multichannel approach to an omnichannel strategy. These include defining what omnichannel is and how it differs from multichannel, figuring out who owns the customer experience within the enterprise, people management issues such as skills development and […].
PeopleMetrics
JUNE 26, 2015
It’s been an eventful couple of months on the personal front. My wife and I bought a house. ( Gasp! ) We moved into that house. ( Double gasp! ) We have mortgage payments. ( Triple gasp! ). We even signed up as new Costco members. ( Hyperventilation! ). Wait. That last one wasn’t stressful at all. Costco managed that lack of stress handily, and the experience offers four lessons, each of which can benefit your own business’s trek to customer centricity. 1.
Win the Customer
JUNE 23, 2015
In the work environment, gamification may be employed as a training tool or employee morale initiative and in turn, improve customer service experiences. The idea behind gamification is quite simple: by applying game mechanics to tasks or functions that typically have no entertainment value, you provide people with motivation to partake in these tasks.
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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
ForeSee
JUNE 25, 2015
Truth be told: your customers are multichannel, multi-device consumers of information who expect brands to deliver seamless experiences regardless of the channel in which they choose to engage. Another truth: multichannel customers are better for your business. How do we know? We have the data to back it up. The post The Truth About Your Customers: Multichannel Expectations appeared first on ForeSee.
Contact Center Pipeline
JUNE 24, 2015
While the contact center environment has evolved a great deal over the past decades, some metrics have not. Many centers focus on metrics that have been in place for years without considering whether they still make sense for the current business environment. Or, in some cases, the metrics may make sense for the operation, but […].
PeopleMetrics
JUNE 22, 2015
Overwhelmed by the sheer amount of options and tools meant to "help" you sell more effectively? Yeah, me too. If you're anything like me, you're always looking for options that are easy to use, that integrate easily into your sales cycle, and that provide the most value to the prospect you're talking to. So to help your search, here are six tools that have become must-haves in my sales process. 1.
Win the Customer
JUNE 25, 2015
Although we generally avoid failure in our efforts, not all failures are necessarily bad. Some failures are quite useful and provide a path for positive growth and customer experience development. As service leaders, we need to create environments where failure is an option for our people. The startup culture mantra “fail fast, fail often” opens opportunities for […].
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!
Provide Support
JUNE 22, 2015
How live chat can help you build stronger customer trust. Many online companies add live chat support to their websites as a means to offer quick and efficient customer service and increase customer engagement. Not many though recognize the value of live chat in creating customer trust. Perhaps only few website owners question themselves, how adding live chat support can help them build greater trust with clients.
Contact Center Pipeline
JUNE 23, 2015
Companies spend millions each year on marketing and advertising to distinguish their products from their competitors. Yet after spending their time and resources to create very specific perceptions and expectations about their brand’s unique personality, most companies undercut their efforts by offering a generic service experience when customers call.
ForeSee
JUNE 23, 2015
One of the great things about working with over 1,200 clients across a wide variety of industries and sectors is all the data. Having access to so much data gives us unparalleled insight into the customer experience, allowing us to uncover some very important truths about your customers. And the truth is, today’s multichannel, multi-device customers are not very satisfied with the web experience.
Win the Customer
JUNE 24, 2015
The barriers to how, when, and where work gets done have never been lower. Remote workers in customer service can be efficient and productive from virtually any location with the right set of tools. The future of employment is shaping up to be composed of a telecommuting staff and remote employees working from home or […].
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
CX Journey
JUNE 23, 2015
Image courtesy of mdennes I originally wrote today's post for Intradiem. It appeared on their blog on January 22, 2015. Fact: The employee experience drives the customer experience. I know I'm stating the obvious - but, shockingly, to many, it is not that obvious. So many companies still fail to recognize that important connection, to the ultimate detriment of the business.
LiveChat
JUNE 23, 2015
Many businesses hide themselves behind stock photos, soulless copy and scripted conversations. Yawn… they are boring. But, there are other businesses, the brave ones, where people behind the brand show themselves up and tell personal stories. They are engaging, dip into our minds and a magnetic force of their personalities drags us to buy their products and use their services.
Genroe
JUNE 25, 2015
Customer feedback and the Net Promoter® process can drive customer engagement and improvement in your business but only if you first engage your employees. But how, exactly, do you do that? At our recent CustomerGauge User group session in Sydney Australia we work-shopped this exact question. The companies in the room provided some excellent, practical and tested approaches that you can use as well. 1.
Win the Customer
JUNE 25, 2015
One day you will begin to believe in the power of positive service experiences. That day everything will change. The cynics denounce the power of experience without justification. Too many point at the failures of thinkers who have never actually done, or doers who don’t really think. The truth about positive customer experiences is based […].
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.
Natalie Petouhof
JUNE 24, 2015
Tweet It’s true – to deliver on a brand promise of excellent customer experience, it takes a village. And it makes perfect sense that Microsoft Dynamics has created a strategic alliance with Lithium , a community platform vendor. What does this mean? Microsoft Dynamics will integrate Lithium’s social interactions and community data into Microsoft Dynamics CRM.
Talkdesk
JUNE 22, 2015
Due to rising consumer expectations for service and an abundance of competitors duking it out in the same space, companies are realizing that providing an amazing customer experience is do or die. As such, they are increasing their customer-centricity and ensuring that interactions over their main communication channel - phone - are top-notch. To this end, they are hiring more qualified agents , providing them with comprehensive training , and coaching them using relevant data.
Amity
JUNE 25, 2015
Track KPIs that are important to your customer’s outcomes, extending their lifetime with your solution. The most important thing to understand in any SaaS business is the performance of your customers. Are they generating more leads? Are they closing more deals? Are they reducing operating costs? Amity announces the addition of CUSTOMER OUTCOME DATA.
Win the Customer
JUNE 26, 2015
In the most recent study released by Juniper Research, it was revealed that payments made via mobile devices could potentially reach nearly $507 billion by the end of this year, which is nearly a 40 percent increase year-on-year adoption rate. The growth in mobile payments means that organizations will need to invest in developing their […].
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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.
Natalie Petouhof
JUNE 24, 2015
Tweet In this research, we look at trends to take ordinary experiences and deliver superb experiences that keep brand promises by delivering superb customer experience management across the web, mobile and commerce. Clients should use this document as a source for planning and work closely with both the business and technical teams to ensure success to deliver on the brand’s promise.
LiveChat
JUNE 23, 2015
Many businesses hide themselves behind stock photos, soulless copy and scripted conversations. Yawn… they are boring. But, there are other businesses, the brave ones, where people behind the brand show themselves up and tell personal stories. They are engaging, dip into our minds and a magnetic force of their personalities drags us to buy their products and use their services.
Beyond Philosophy
JUNE 26, 2015
There are two keys to differentiating yourself from competitors. First, is to know in your bones that putting the Customer first is the right thing to do. The second key is to ask this ONE question every time you make a decision at the company: How will this affect the Customers? It’s so simple you would think everyone does this. The fact is, they don’t.
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