Beyond Philosophy
SEPTEMBER 4, 2015
Customer Experience (CX) is a journey, not a destination. The status quo for what makes a great CX is always changing, and soon the bar is raised, forcing everyone to take it to the next level. Depending where you are on your CX journey, you might be left behind if you aren’t constantly examining your results and don’t keep pushing for the next level.
Steve DiGioia
AUGUST 31, 2015
This original article was written by Steve DiGioia. Much has been said and written about the “ secret to customer service ”. Do this, don’t do that. Customers want this and don’t like it when you do that. Many offer some great, and probably very useful, ideas that will fix the issues of service. Well, I don’t know about “the secret” but here are my rules to end bad customer service. 1 ► If you can’t relate in a pleasant professional manner with people that want to giv
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Customers That Stick
SEPTEMBER 3, 2015
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Contact Center Pipeline
SEPTEMBER 1, 2015
Our omnichannel series continues with a look at the impact on the contact center agent’s job and skill sets. So far, this series has offered key insights from industry experts on the top challenges that contact centers face when transitioning their strategy from multichannel to omnichannel, the important first steps to take on your journey, […].
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Beyond Philosophy
SEPTEMBER 1, 2015
Amazon is in some hot water right now. The New York Times article appearing last Saturday has many people wondering if Amazon is the company they thought it was. The article in the NY Times tells a story of an employee culture where workers are never off the clock. (Oh dear! Welcome to corporate America, I say!) People are apparently expected to work all the time.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Vonage
SEPTEMBER 3, 2015
Marc Benioff is a tech geek, a communications expert, an inspirational speaker and a philanthropist. Arguably, the real secret to his success is his ability to communicate. Anyone who’s been to Dreamforce will know exactly what I mean. He’s a natural showman and kicked off last year’s Dreamforce with a traditional Hawaiian blessing, along with a surprise performance from the Beach Boys.
Contact Center Pipeline
AUGUST 31, 2015
Our five top posts in August covered a range of topics—from tips to improve agent engagement during new-hire training to the impact that video chat will have on the contact center. Other hot topics this month included insights from industry experts about which elements of the QA process will need to be reevaluated when moving […].
ClearAction
AUGUST 29, 2015
3 Types of Customer Experience Action Essential to ROI. Most things in life need ALL their ingredients to function as intended. Miss the eggs in a cake recipe, forget earbuds for your iPod nano, omit the submit button on a form, arrive at an airport without your luggage, get no sleep in a 24-hour period — you get the picture. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop.
Kayako
SEPTEMBER 3, 2015
We set ourselves an ambitious goal of building the first successful monthly industry webinar series. Here’s the story of how we got started, and what we learned from running our first webinar. Webinars are a great way to get a lot of information across in a relatively short space of time and have the added benefit of being able to ask your questions live to the speakers.
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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
PeopleMetrics
SEPTEMBER 1, 2015
In case you missed it, The New York Times recently published a tell-all exposé about Amazon’s corporate culture. The short of it: Amazon is a competitive, punishing, often-cruel workplace. People cry at their desks, sometimes past midnight. And worse things happen too. Jeff Bezos sent a message to staff , asking them to read the Times article, saying he didn’t “recognize this Amazon,” and he hoped they didn’t either.
ijgolding
SEPTEMBER 2, 2015
Some say that I am easily confused! So it may come as no surprise that I should write a blog post with a rather confusing headline. On the one hand I am referring to a well known brand as ‘the world’s largest’ and on the other, I am asking whether or not they have changed. If a brand is the world’s largest, why would it even need to change?
Clarabridge
AUGUST 31, 2015
Check out this month’s must-reads about customer experience from around the web. Chosen by the Sentiments team, we have aggregated what we think are useful and engaging articles for anyone interested in understanding and improving the customer experience. 1. Journey Mapping the Customer Experience. Understanding where your customer is going will help you improve their experience, and increase sales. 2.
CX Journey
SEPTEMBER 1, 2015
Image courtesy of interestedbystandr I originally wrote today's post for Intradiem. It appeared on their blog on March 19, 2015. "Treat employees better than customers." What? Isn't that sacrilegious? There's a huge debate in life: what came first, the chicken or the egg? In business, the debate is: who comes first, the customer or the employee? The answer is more obvious than it might seem: it must be the employee, even if it's just slightly more first than customers.
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.
Amity
SEPTEMBER 2, 2015
Touch, engagement, renewal. #CustomerSuccess is a language of love. Click To Tweet. If you’ve ever worked in a sales organization, you’re probably accustomed to hearing phrases like, “kill your number”, “attack the market”, “crush your quota”. Words match actions as assertive sales reps rally to hit their monthly budgets. In sales, it’s all about getting the signature before quarter-end.
CSM Magazine
SEPTEMBER 3, 2015
Recently my neighbors and I have been besieged by relentless unremitting building noise. It’s been a part of our experience everyday from 7 am for many weeks now. After trying several channels to resolve this problem, with varying degrees of success, I eventually decided to contact the company’s overall project management team. They sent someone out to see me and the matter appears to be finally resolved.
Clarabridge
SEPTEMBER 3, 2015
Closing the loop on your customer feedback certainly doesn’t get any less important as your company grows, but it does become trickier. The average enterprise has more than 25 different sources of customer feedback to monitor and analyze, including email, social media, CRM systems, call center recordings and more—so how do you manage to address the concerns of each individual customer?
Eptica
SEPTEMBER 3, 2015
Date: Friday, September 4, 2015 Why your CEO should work a shift in the contact center. Published on: September 04, 2015. Author: Anne-Merete Jensen In competitive markets, customer service is often the most important differentiator. This is especially true if companies are selling similar products, at similar prices – and for service businesses such as utilities and financial services where there is no physical product to create a differentiation.
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!
LiveChat
SEPTEMBER 1, 2015
Do you remember the time when you first saw Darth Vader? I wonder what your impression was upon seeing this glossy-black armored, 6’8″ tall figure. Did you consider him as a kind and caring leader or rather a dark and ruthless figure? The answer is simple. Anyone who has heard his voice distorted by the life support mask must have got the same feeling.
Fonolo
SEPTEMBER 2, 2015
We LOVE working with credit unions. This industry truly grasps what customer experience is all about, and we’re always happy to help them provide a great service to their communities. That’s why we’re excited to share with you our most recent success story, featuring Stanford Federal Credit Union. Stanford FCU is a $1.7 billion full-service financial institution, owned and operated by over 50,000 members of the Stanford Community.
Clarabridge
SEPTEMBER 1, 2015
According to Aetna, 22 million people are expected to purchase individual healthcare coverage in 2016. How can healthcare insurance providers position themselves to be the chosen provider among these individuals? In the past, few people questioned where to get their health insurance—healthcare insurance companies had the advantage. Many people simply went with the plan provided by their employer.
AskNicely
SEPTEMBER 3, 2015
Hey Big Seller! Is your BigCommerce store selling squillions of products each month? With a couple of clicks, you can measure customer happiness of every order. Our new Bigcommerce app , automatically sends a Net Promoter Score (NPS) survey to customers just after their goods have been delivered. It’s (almost) effortless, and AskNicely takes care of everything including, making sure customers are not surveyed too often and alerting you if something has gone wrong (before the customer jumps
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.
Talkdesk
SEPTEMBER 2, 2015
In the modern consumer landscape, customer service is more important than ever. At Talkdesk, our mission is to revolutionize the customer experience. To that end, we host a Customer Spotlight webinar series to explore advances in this field. We invited Samuli Zetterberg, CEO and Founder of Surveypal to share his wisdom with us on Tuesday, September 1, 2015.
LiveChat
SEPTEMBER 1, 2015
Do you remember the time when you first saw Darth Vader? I wonder what your impression was upon seeing this glossy-black armored, 6’8″ tall figure. Did you consider him as a kind and caring leader or rather a dark and ruthless figure? The answer is simple. Anyone who has heard his voice distorted by the life support mask must have got the same feeling.
Clarabridge
SEPTEMBER 2, 2015
by Sofie De Beule, Community Manager at Engagor . Let’s face it, enterprise software usually takes up a large portion of your social media and marketing budget. Justifying the cost of enterprise social media software isn’t always as easy and proves to be a time-consuming process to ensure a good fit for your company. Oftentimes, it forces you to reevaluate your business goals.
Uniphore
AUGUST 30, 2015
More than a third of consumers would gladly live without electricity for a week if the alternative was to live without their smartphones, found a Cisco study. It’s understandable. As WDS points out, every mobile device is an “omni channel platform with voice, email, web chat, video chat, SMS and social media capabilities”. Read More.
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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.
Talkdesk
AUGUST 30, 2015
At Talkdesk, excellent customer service is the name of the game. Our cloud-based call center software is designed to help you optimize your company’s customer service experience. Sometimes figuring out how to provide the right support to your customers can feel like trying to hold on to a bucking bronco. Here are a few insights we’ve wrangled this week to help inform your company’s customer service decisions.
Eptica
SEPTEMBER 3, 2015
Date: Thursday, September 3, 2015 Meeting the customer service needs of APAC millennials. Published on: September 03, 2015. Author: David Chew The rise of the millennial generation (those born between the 1980s and 2000) is being felt around the world. As the spending power of millennials (also known as Generation Y) grows, companies are having to evolve in order to meet their particular needs.
Natalie Petouhof
SEPTEMBER 1, 2015
Tweet By 2020 it is estimated that there will be over 50 billion connected devices. And that means that consumers will be more connected than ever before, across mobile phones, wearables and other devices and the field of IOT will continue to expand. So if consumers are more connected, what does this mean for companies? If customers expect to be able to interact, engage, purchase and get service through any channel, companies need to step up to this challenge.
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