Beyond Philosophy
JUNE 30, 2015
Earlier this month, the “Women of Algiers” painting by Pablo Picasso sold for $179,365,000. There are many psychological theories regarding the subconscious cues that occur at art auctions. What happens at art auctions can give us all some insight on what’s going on with our Customers, too—although I’d wager few of us are working in the $180 million range!
Callminer
JUNE 30, 2015
How are CallMiner customers using speech technology to offer ongoing training and support to agents? Find out in our latest blog post.
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Steve DiGioia
JUNE 28, 2015
This original article was written by Steve DiGioia. We know what we look like. We see ourselves each day, from the bathroom mirror while brushing our teeth, to combing our hair, to one last look at how our clothes fit before we rush out the door to work. But is that how others see us? Here’s what happened to me today… I went […]. The post Do You Have a “Mrs.
Win the Customer
JUNE 27, 2015
Unlike the typical call center control freak manager, the most effective, powerfully motivating contact center leaders knows exactly when to step in and when to stay out of the way. The unfortunate irony is that control freaks tend to be high achievers, workaholics, and perfectionists. They often project the best behaviors on their own actions and […].
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Beyond Philosophy
JUNE 29, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. Target has issued press releases, and been on television, speaking to the fact that they are bringing in new senior IT execs to oversee customer data management. On the company web site, Target has begun posting information about initiatives and programs designed to offer customers greater purchase security.
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
JULY 1, 2015
This original article was written by Steve DiGioia. I have always told my staff that I’m not perfect, I don’t know it all, that I make mistakes. I am only a collection of MY experiences. I don’t have YOUR experiences. I too, have a lot to learn. Together we can help each other to be better for ourselves and our customers. What about […].
Win the Customer
JUNE 29, 2015
People buy more and have more trust in a store that offers product experts as part of their expected customer service standards. It’s a practice that should be used in all stores around the entire country. Employees that provide superior knowledge in their work environment are sometimes referred to as product experts. People in general […].
Provide Support
JUNE 29, 2015
11 Customer Defusing Phrases. It’s no secret that encountering angry, hysterical, upset, and confused customers is an occupational hazard of working at a call center. Experienced agents often develop a diplomatic approach that honors the customer’s perspective while simultaneously protecting themselves from verbal abuse. Though, as the title of this article suggests, there are some magic words and tactful expressions, it’s also important to acknowledge that equally important are a call center ag
ForeSee
JUNE 30, 2015
ForeSee’s usability group relies on a variety of knowledge resources to inform our understanding of the latest design trends and usability best practices. One of these sources is ForeSee’s cxReplay, which allows us to capture and recreate a visitor's experience after they decide to take one of our surveys. Recently, cxReplay has prompted us to reconsider an infrequently-cited usability guideline that address a little-known, yet pervasive problem called Self-Referencing Links.
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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
ijgolding
JUNE 30, 2015
We all know how challenging customer experience management has become these past few years. Now that most customers use a number of disjointed platforms to interact with companies, contact centres face the challenge of building and maintaining a consistent experience across multiple touch points and channels. We live in an age where the power is in the consumer’s hands.
Win the Customer
JULY 1, 2015
Before we achieve successful customer experiences, we must evolve how we think about failure. Failure in customer experience is inevitable. You will make the wrong decision, you will do the wrong thing for your customers, and you will fail to foresee the unexpected in your customer interactions. But the costly failures is an option. It’s up to […].
CX Journey
JUNE 30, 2015
Image courtesy of AnnaRachel1 What is a customer experience strategy? Have you laid the groundwork for a successful execution? Let's start by defining "customer experience strategy." A customer experience strategy helps you define, design, and, ultimately, deliver the desired customer experience (desired, of course, by your customers). Strategy is mainly about the how, but your CX strategy may also include details about the who, what, when, and the how much of experience design and helps everyon
ClearAction
JULY 2, 2015
Private equity firm takes control. L orem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry’s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged.
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.
Talkdesk
JULY 1, 2015
Selecting the right call center software for your company can mean the difference between disgruntled customers who churn and satisfied customers who go on to become your brand’s biggest proponents. It is therefore imperative that you select the call center software solution that is optimal for your team’s and customers’ unique needs so that you can optimize the customer experience.
Win the Customer
JUNE 28, 2015
Starting a business or any part thereof is a risky proposition. As new research by Harvard Business School’s Shikhar Ghosh shows, 75% of all start-ups fail, and when they do, so does customer service. Every day failed organizations orphan customers who believed those organizations would always be there to serve them. When organizations fail, customers are […].
CX Journey
JULY 2, 2015
Image courtesy of {alexisleann} Buy-in vs. commitment: is there a difference? And does it matter if there is? As I was writing my most-recent post earlier this week, I started to type the word "buy-in" and paused for a moment because what I really meant was "commitment." Are the two terms one and the same? I know the two are often used interchangeably (I'm guilty), but I think there's a difference.
ClearAction
JULY 2, 2015
Real estate laws on the move. L orem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry’s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged.
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
JUNE 30, 2015
As the Internet of Things (IoT) and connected devices expand, the connected-home device subset of the market is seeing rapid growth. According to a report by BI Intelligence: Connected-home device shipments will grow at a compound annual rate of 67% over the next few years, and hit 1.8 billion units shipped in 2019.
Win the Customer
JUNE 30, 2015
Developing your people to create better customer experiences requires clear understanding of the future status of your organization. Too often organization are focused on past performance when planning their people development, but past performance is a poor indicator of how to develop better experience-focused people. It’s often said that hindsight is 20/20, but in reality […].
LiveChat
JUNE 30, 2015
The main aim of a knowledge base article is to show your customer how something can be done, either on your website or with your product. Every such article starts with a question. You want to give your customers the means to handle a problem on their own through self-service. Over the course of an article, customers learn how to deal with a problem.
ijgolding
JULY 1, 2015
When I became an independent Customer Experience Specialist in 2012, I could scarcely have imagined where my chosen career, my passion, would take me. As of today, I have visited 23 different countries all over the globe – talking about; teaching; consulting; guiding; and sharing thoughts, experiences, knowledge, tools and techniques on the profession that Customer Experience has become.
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
JUNE 29, 2015
While there may be a perception that only younger consumers use social media as an access channel, research published mid 2014 by eConsultancy suggests that is clearly not the case. Here’s a breakdown of usage by age group: • 18-24 – 49.5% • 25-34 – 44.6% • 35-44 – 37.5% • 45-54 – 31.8% • 55+ – 27.4% The upshot?
Win the Customer
JULY 2, 2015
Oftentimes, employees do not take time off because an employer’s PTO policies need improvement. This is something that can end up costing the business in the long run. Paid time off (PTO) is an important way for businesses to invest in employee satisfaction and decrease unexpected absences. However, despite most full-time U.S. workers earning paid […].
AskNicely
JUNE 27, 2015
The world is full of numbers. We are constantly bombarded with numbers in the business world – acquisition costs, churn rates, virality factor, PageRanks, EBIT, LCV, CPC, users, retention rate, email subscribers, social metrics, bounce rate, and the list goes on! And although there is a multitude of numbers to choose from when talking about your business, there are only a solid few that matter, and Net Promoter Score (NPS) is one of those.
LiveChat
JUNE 30, 2015
The main aim of a knowledge base article is to show your customer how something can be done, either on your website or with your product. Every such article starts with a question. You want to give your customers the means to handle a problem on their own through self-service. Over the course of an article, customers learn how to deal with a problem.
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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.
Brad Cleveland Blog
JUNE 30, 2015
As the Internet of Things (IoT) and connected devices expand, the connected-home device subset of the market is seeing rapid growth. According to a report by BI Intelligence: Connected-home device shipments will grow at a compound annual rate of 67% over the next few years, and hit 1.8 billion units shipped in 2019.
Win the Customer
JULY 3, 2015
Too many companies make customer service a headache. The pleasant nature of having a small conversation and coming to a swift and happy conclusion is all-but-gone, replaced by rigid policies and inflexible business principles. Take a step back, clear away the clutter and make things both easy and simple for yourself, your team, and your […].
Brad Cleveland Blog
JUNE 29, 2015
While there may be a perception that only younger consumers use social media as an access channel, research published mid 2014 by eConsultancy suggests that is clearly not the case. Here’s a breakdown of usage by age group: • 18-24 – 49.5% • 25-34 – 44.6% • 35-44 – 37.5% • 45-54 – 31.8% • 55+ – 27.4% The upshot?
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