Beyond Philosophy
JULY 23, 2015
You have all done it. I know I have. It’s natural these days to stop working on a project and check your feeds, see how your post is performing, or how many favorites your latest Tweet earned. Yes, we may all be doing it, but it’s killing our chance of reaching greater productivity and harming the quality of our work. Author Ed Batista addresses this in his post on Harvard Business Review’s blog.
Steve DiGioia
JULY 22, 2015
This original article was written by Steve DiGioia. Regardless of your business, there will be the inevitable situation where a customer is dissatisfied with your product or service. It is something we never want to deal with but know that we must. In a perfect world, our product or service is everything our customers expect, everything they thought it would be.
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Contact Center Pipeline
JULY 23, 2015
A few thousand years ago, Aristotle articulated a simple truth when he wrote: Well begun is half-done. The first step, the step most often overlooked in the millions of conversations on how to engage employees, is to understand why engagement is important to… you. Here are three questions that should help provide your answers. What’s […].
CX Journey
JULY 21, 2015
Image courtesy of BeachBumBlu I originally wrote today's post for Intradiem. It appeared on their blog on February 19, 2015. Is this the secret to employee engagement? I recently came across a TED Talk by Yves Morieux of Boston Consulting Group (BCG) and wondered if within it lies not only the answer to employee disengagement but perhaps the solution to helping companies do their part in the engagement equation.
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Beyond Philosophy
JULY 21, 2015
Many Customer’s first impression of your company come from their User Experience on your website, making the digital experience the face of your business. Considering Customers make decisions about your website based on the User Interface in about three seconds, clearly your website needs to make a great impression quickly. The question is, why is it important to make a great first impression online?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Contact Center Pipeline
JULY 22, 2015
In the course of my business I speak to a few hundred contact center executives every year. One of the topics that seems to come up frequently is their offshore contact center outsourcing successes, failures and strategies. Overall, outsourcing contacts to foreign countries is often perceived to be a necessary evil for a company wanting […].
Amity
JULY 23, 2015
Did you know that there is a Customer Happiness Index? HubSpot was the first company to develop a Customer Happiness Index (CHI) as a way to score how effectively customers are using their software. Kudos to Jonah Lopin , former VP of Customer Success at HubSpot, for this brilliant idea. Hey, who doesn’t want to know if their customers are happy? We can all take a lesson from HubSpot.
Provide Support
JULY 24, 2015
What happens when our customers complain? First of all we receive information about various issues and have an ability to improve and make our customers happy. When our customers complain they tell us what exactly is wrong and help to make our products and services better. This way companies should not be under the assumption that less complaining is better for their business.
Steve DiGioia
JULY 20, 2015
This original article was written by Steve DiGioia. We’ve had it up to here with meetings (position your straightened hand under your chin for maximum effect). One to discuss the budget, one for payroll, one for marketing and another for something else that doesn’t benefit your customer… …sick and tired of meetings! But they are mandatory and your must go.
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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
Contact Center Pipeline
JULY 21, 2015
How do your customers really feel about the experience they had with an agent? Incorporating customer feedback into a quality program can help to improve both employee performance and the customer experience. At Engage 2015—The Verint Systems Global Customer Conference in Las Vegas last month, an operations leader at a major health maintenance organization discussed […].
Nimble
JULY 22, 2015
Nimble is honored to be named the #1 CRM platform in GetApp’s inaugural ranking of top 25 CRM solutions. GetApp is an online marketplace for cloud-based business apps and specializes in helping small and medium-sized businesses find, research and get in touch with business app providers from over 100 software categories. GetRank is GetApp’s [.].
CSM Magazine
JULY 24, 2015
For a CEO to lose touch with what his customers want, need and feel is a surefire route to failure. For many CEOs, though, meeting customers is daunting or seen as a waste of time. Happily, there is nothing further from the truth, and establishing effective contact with customers is incredibly straightforward. Here are six ways to get closer to your customers.
Kristina Evey
JULY 19, 2015
This is a sample podcast. Due to Twitter API changed you must insert Twitter APP. Check Our theme Options there you have Option for FB Twitter API, insert the Keys One Time. Get 10 Things That Kick Booty Wave Page Builder Appropriately empower dynamic leadership skills after business portals. Globally myocardinate interactive supply chains with distinctive quality vectors.
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
JULY 23, 2015
Image courtesy of Caston Corporate Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on February 19, 2015. Has your company made an acquisition, been acquired, or merged with another company? Did you know that journey maps can help you design, redesign, and manage both customer and employee experiences through these challenging times?
Amity
JULY 24, 2015
Customer success management hires—how many do you need? When building a new Customer Success Management (CSM) team – or scaling your existing department – one of your challenges will be to determine the sweet spot between the number of clients you have and the number of CSMs you need. This may not be as straightforward as it seems. SaaS customers are often classified into categories like “strategic” or “foundational”, requiring different levels of involvement and support; or tiered i
Natalie Petouhof
JULY 18, 2015
Tweet. Reddit’s forums are famous for hosting some of the most vibrant and some of the most disturbing (my personal opinion) discussions on the Web. The New York Times article by Jason Henry stated, “ Mr. Huffman reappeared last Friday as chief executive to pull off a turnaround of the online message board, which has grappled with a series of missteps and is embroiled in a battle to win back the confidence of its users. ” The San Francisco Chronicle reporter, Greta Kaul wrote, The
Customer Interactions
JULY 21, 2015
Data breaches reached a new high this month with news that the US Government’s Office of Personnel Management was hacked not once but twice, putting the lives of many public employees, and especially spies, at serious risk.
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!
Uniphore
JULY 20, 2015
Mobile devices have had a huge impact on customer expectations. These days, customers call your company from anywhere, day or night. They demand more ways to connect to you, and they’re using more than one channel to do so.
Amity
JULY 21, 2015
It’s my first day at Amity , a small, mighty and friendly organization in Toronto working hard to change the way Software-as-a-Service (SaaS) companies take care of their customers. We’re part of the Customer Success Management (CSM) industry – a relatively new movement in the software subscription space that calls for proactive client support.
TMP Direct
JULY 22, 2015
On August 17 th – 19 th 2015, TMP Directattended the Customer Solutions Expo at the Marriott Marquis in New York City. The Customer Solutions Expo combines SpeechTEK, Customer Service Experience, and CRM Evolution showcases. This event offers a unique opportunity for industry professionals from across the tri-state area to converge upon a gamut of leading industry solutions from sales and marketing to CRM, customer service, speech recognition and more.
Customer Interactions
JULY 23, 2015
We are living in an era Forrester calls, “the age of the customer”. And in this era, there is clear evidence that consumer behavior and expectations regarding service and experience are changing. In addition, new technologies are changing the way customers and their vendors interact, and introducing new demands regarding how different services are delivered.
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.
Uniphore
JULY 20, 2015
Customer experience is so important to consumers, that 75% of research participants told American Express 1 they’ve spent more with companies that have a history of positive customer experience.
CSM Magazine
JULY 20, 2015
Customer experience management experts from Google, AT&T, Jumeirah Group, du, Emirates Islamic Bank and more are due to meet at the 2nd Annual Customer Experience Management Middle East this September in Dubai. The 4-day event organised by IQPC Middle East provides a platform for professionals involved in customer experience management to discover the latest CEM strategies that they can implement to distinguish their company from their competitors and retain customers in an increasingly comp
TMP Direct
JULY 22, 2015
On August 17 th – 19 th 2015, TMP Directattended the Customer Solutions Expo at the Marriott Marquis in New York City. The Customer Solutions Expo combines SpeechTEK, Customer Service Experience, and CRM Evolution showcases. This event offers a unique opportunity for industry professionals from across the tri-state area to converge upon a gamut of leading industry solutions from sales and marketing to CRM, customer service, speech recognition and more.
Customer Interactions
JULY 22, 2015
Big Data is everywhere. It’s hard to open any kind of media these days without seeing at least one article on it. But how to use it effectively to further your marketing and customer experience goals is the biggest challenge.
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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.
Uniphore
JULY 21, 2015
Store, voice, IVR, social, chat, web, mobile, SMS… customers are everywhere and 95% of them use more than one customer service communication channel, says a study by CFI Group and eBay Enterprise 1. They want to get service where they’re most comfortable, yet companies struggle with providing omni-channel customer service.
Verint
JULY 20, 2015
For the first time in my life, I actually enjoyed a trip to Las Vegas. I’ve been to Las Vegas many times over the years, and it didn’t take me long to learn that I don’t seem to have much luck there. I’m simply not a gambler. I’m no good at it, I get no pleasure from it and I hate losing. When the days of the $2.99 all-you-can-eat buffet and free lounge cover-band entertainment passed into history, Vegas and I parted ways.
Brad Cleveland Blog
JULY 23, 2015
According to Dimension Data’s 2015 Global Contact Center Benchmarking Report, 52% of contact centers do not share customer intelligence across the broader organization. This is an inexcusable miss—this intel can be a rich R&D opportunity, helping the organization improve products, services and processes.
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