Beyond Philosophy
AUGUST 6, 2015
A definite link exists between Employee Engagement and Customer Experience. In spite of this, many organizations choose to keep their Employee Engagement programs and their Customer Engagement programs separate. However, linking the two areas is key to having success in both. Aetna made headlines when they gave their lowest-paid workers a raise to $16/hr.
Steve DiGioia
AUGUST 3, 2015
This original article was written by Steve DiGioia. We all believe that our boss appreciates the work we do, cares enough about us to realize the day-to-day challenges we face and is concerned about our quality of life. But is this true? Let’s delve into a few lies about business… ►My Boss Appreciates Me Your boss expects you to complete all tasks assigned […].
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Customers That Stick
AUGUST 4, 2015
We’ve all had that awkward moment. We’re shopping in a store or asking about the product we ordered, and the frontline rep we’re interacting with starts to overshare. We hear about their life story, about the seven week saga that led to the order being delayed, or about how much they hate their job. It’s a case of TMI (too much information), and in customer service, it can be deadly.
Win the Customer
AUGUST 1, 2015
Like many aspects of business, customer service is an ever-evolving part of everyday operations that is constantly changed by developments in technology. Customer expectations have changed in the information age, and many businesses are falling behind – Fonolo reports that only 26 percent of consumers had a positive response when asked if they thought customer […].
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Beyond Philosophy
AUGUST 4, 2015
“ You can win more friends with your ears than with your mouth. People who feel like they’re being listened to feel accepted and appreciated. They feel like they’re being taken seriously and what they say really matters.”. – Harvey Mackay, Sales Expert, Author and Columnist. Quality sales cultures are the ones where the Customer comes before the close, like Mackay’s quote indicates here.
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
AUGUST 6, 2015
I remember my first day as an agent at a major phone company. It was at the start of my working life. I was nervous. I had no idea what to expect for my first day. I walked in the classroom, sat down and began talking with the person sitting next to me. She was […].
Win the Customer
AUGUST 3, 2015
Product and service focus can be like two sides of a brain, approaching customers in completely different ways and often struggling to achieve maximum customer experience potential. Product managers want to know what customers think of their product. It’s vital to be able to continue improving and making a product that people want to use, and provide […].
ijgolding
AUGUST 4, 2015
The summer holidays are upon us. Sun. Sea. Fabulous Food. Fun. Friends. I am sure there are many more words that spring to mind when thinking about holidays planned both at home and abroad. The words I have chosen to use are all positive ones – exactly what should be used when thinking about a time every year that we most look forward to. Holidays are a time when MEMORIES are made, captured on every digital device imaginable as well as hard wired into our brains.
Steve DiGioia
AUGUST 7, 2015
it's not all business This original article was written by Steve DiGioia. Too many hours, too much stress and you’re sick of the office politics. Is that what YOUR job is like? I hope not… Work is work and the BIG boss expects all of us to do our part, be professional, “nose to the grindstone” and to get the job done. But as a supervisor or manager, we must learn how to have fun at work and realize that the work environment needs to allow for a release of the day-to-da
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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
AUGUST 5, 2015
We all know that creating positive customer experiences requires highly engaged employees. The link between employee engagement and overall organizational success has been proven again and again. Why, then, are organizations continuing to struggle with poor morale, unproductive workers and declining employee satisfaction? Research from Gallup shows that 70% of U.S. workers are not engaged […].
Nimble
AUGUST 4, 2015
You’re waiting in line at a clothing store. The only element that stands between you and your receipt is the little old lady in front of you screeching about why she should be allowed to returned her year old moccasins. She claimed she never used them. That she never took strolls around the block in [.].
Vonage
AUGUST 4, 2015
The experience of going through security in airports is not usually something that people would look forward to or enjoy, but I have been really impressed lately with the introduction of the “how was your experience today?” machine which now sits at the end of most airports security gates. If you haven’t seen these machines they are really simple.
Kayako
AUGUST 7, 2015
Customer experience expert Jeanne Bliss joined us for a webinar where she took an in-depth look at one of her key customer leadership competencies: alignment around experience. You can watch it now. Chief Customer Officer 2.0. In Jeanne’s new book, “Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine,” she provides a roadmap to achieve success with the CCO core competencies, and how to drive transformational customer experience change across the business, breaking down si
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.
Contact Center Pipeline
AUGUST 4, 2015
There are hundreds of thousands of us working in supervisory and management positions in contact centers… and the truth is, most just sort of “landed” in the job. Few opportunities exist to get call center management training from a university or other educational institution, so our critical frontline leadership staff consists of those who came […].
Amity
AUGUST 6, 2015
Beginnings don’t have to be hard. We’re happy you’re here and that you’ve started to think about customer success. And you’re not alone. Customer success is a rather new industry so there aren’t a whole lot of practitioners out there; but the pioneers are a dedicated bunch whose daily interactions with their customers are having a profound impact on customer engagement and satisfaction—and the bottom line.
Provide Support
AUGUST 3, 2015
How to keep in touch with past clients. Many businesses lose their past clients to their competitors because they fail to keep in touch with them. Sure, automated company greeting cards are nice, but they do not exactly show your devotion or have much of an impact on the client. Past clients are useful assets and can come in handy for a repeat business.
ClearAction
AUGUST 3, 2015
Are You a Customer Experience Action Hero? Do you dream of being — or being saved by — a customer experience action hero? Maybe you dream of your customer-facing staff, or your executives, as customer experience action heroes? Not so fast. As exciting as swashbucklers, comic book characters, folklore figures, and sports stars are, that style of action is probably not right for customer experience excellence.
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!
CX Journey
AUGUST 4, 2015
Image courtesy of Celestine Chua Do you think that the speed of innovation is too fast for your customers? or just right? Do you know how your customers feel about the pace? I was reading about the 2015 Edelman Trust Barometer the other day and saw this finding: More than half of the global informed public believe that the pace of development and change in business today is too fast, that business innovation is driven by greed and money rather than a desire to improve people’s lives and that the
Amity
AUGUST 4, 2015
On a recent flight from Toronto to Texas, I was seated next to an airline pilot fully decked out in his captain’s uniform. We got to talking during what became quite a choppy flight. Naturally, the conversation turned to my white knuckles and eroding confidence in ever reaching my destination. I learned something important from the captain that day: pilots must rely on their instruments.
Influitive
AUGUST 3, 2015
In the B2B software world, it’s a buyer’s market. With the wide array of technology options available, and the ability to easily get opinions from peers online, buyers have a lot of choice and information at their disposal. And they’re using this power to independently narrow down vendors long before they reach out to salespeople. In fact, the 2015 B2B Buyer’s Survey Report (sponsored by DemandBase and Demand Gen Report), found the top three resources that buyers rely on when researching potenti
Natalie Petouhof
AUGUST 5, 2015
Tweet Jive Software, Inc. (Nasdaq: JIVE), announced a new mobile application with the release of Jive Circle. Jive Circle is a secure app for employees to quickly search and discover other employees in their organization. Jive Circle seamlessly integrates with the Jive Chime real-time messaging app, which provides employees a fast way to connect with colleagues.
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.
CX Journey
AUGUST 6, 2015
Image courtesy of thedcoy The rules of etiquette state: never discuss certain topics at the dinner table. You know your mom warned you about this one: never discuss money, politics, or religion at the dinner table. With a hat tip to Joe Bruketta , I'd like to add another topic: VoC metrics. (Survey scales is another one of those topics, but for today, let's just go with metrics.
Customer Interactions
AUGUST 6, 2015
For retail banks, today’s markets are fraught with challenges - new digital competitors and digitally empowered customers prominent among them. Yet, most still pursue business as usual, striving to be all things to all customers.
Rudy Vidal Consulting
AUGUST 4, 2015
Today I was brushing up on Mahatma Gandhi , his philosophy and methods. If you are not familiar with his works and philosophy beyond what media or folklore provide, I highly recommend a closer look. While reading, it occurred to me that part of the reason customer service has a large impact on our lives is not because it is special in and of itself, but because it is an extension of the golden rule and therefore, of good social order – “ Do unto others as you would have them do unto
Natalie Petouhof
AUGUST 5, 2015
Tweet We Are Out of The Hype Cycle: Digital and Social Applications Must Solve Business Issues: I know when I first started to learn about social media and digital applications, I could see how they could change business. It made sense to me. I think because I am an early adopter. I’m referring to Geoffrey Moore’s technology adoption curve.
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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.
TMP Direct
AUGUST 3, 2015
On September 16 th – 18 th , 2015 TMP attended the Wilke Global Client Education Roundup in Fort Worth, Texas. The event is designed to create open dialogue between Wilke Global users, industry professionals, and peers about current industry topics, best practices on product use, and practical insights on product development and direction. The event offers in-depth and hands-on training sessions, break-out sessions, and networking opportunities.Amy Ruckerfrom TMP Direct was on hand to pres
Customer Interactions
AUGUST 3, 2015
The customer journey unfolds every minute of every day, every time a customer interacts with a company, across any channel, and at any point along the customer lifecycle
Rudy Vidal Consulting
AUGUST 4, 2015
Today I was brushing up on Mahatma Gandhi , his philosophy and methods. If you are not familiar with his works and philosophy beyond what media or folklore provide, I highly recommend a closer look. While reading, it occurred to me that part of the reason customer service has a large impact on our lives is not because it is special in and of itself, but because it is an extension of the golden rule and therefore, of good social order – “ Do unto others as you would have them do unto
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