Beyond Philosophy

SEPTEMBER 10, 2015

It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. The issue for me is these are not combined nor complimentary, which is a huge mistake. Why? Because the experience you give your Customers is the same experience you should give your employees. It’s not only good for employee engagement, but it can mean your Customers are more satisfied with you—and how much they spend with your brand.

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Steve DiGioia

SEPTEMBER 7, 2015

This original article was written by Steve DiGioia. Once again, time to discuss how to end bad customer service. Have you followed any of my first 6 rules in Part 1? I h ope so, because I know they work. Strap yourself in; here’s Part 2. . ~~~~~~~~~~~~~~~~~~~~~~~~~~~. 7 ► Be “a person” to your customer, not just “the waiter” or real estate agent or store clerk.

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Real estate Customer Service Scripts Personalization 278

Callminer

SEPTEMBER 10, 2015

Stress in the call center is inevitable, but it doesn’t have to be debilitating. Take a look at ways to mitigate call center stress – and how speech analytics can help.

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Contact Center Pipeline

SEPTEMBER 10, 2015

It’s every contact center’s mission: Making sure that the right resources are in the right place at the right time. Things get a little trickier, though, when your center deals with seasonal surges in call volume. Whether your peak volume period lasts a few weeks or several months, there are several options to help you […].

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Beyond Philosophy

SEPTEMBER 7, 2015

Social Media can level the playing field. It’s the equalizer between small and big businesses. Even solo entrepreneurial businesses can create a global presence using social media. With a strong website, optimized with the right words and phrases, a small business can make a big presence. Another benefit to social media is cost. Actually it’s the lack of cost.

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ijgolding

SEPTEMBER 8, 2015

Bureaucracy – it is all around us – wherever we look. We cannot avoid it. No-one likes it, but it is something that is as inevitable in our daily lives as sleeping and eating. So much of our lives WASTED battling bureaucracy, it often makes me wonder why on earth so much of it exists! Since the global economic crisis in 2008, I have found myself pondering over this question more and more – usually when wading through treacle or pushing water uphill – largely because burea

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Contact Center Pipeline

SEPTEMBER 9, 2015

Guests of high-end hotels have come to expect over-the-top service from concierge staff. These well-trained individuals tap into their extensive knowledge of local services and providers to ensure that guests feel welcome and comfortable, and that their stay is memorable. Imagine if you could get that same level of personalized attention in other areas of […].

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Beyond Philosophy

SEPTEMBER 8, 2015

So you want to get followers on LinkedIn and elsewhere? Here is how I have just surpassed the 200,000 followers on LinkedIn. First and foremost I was selected by LinkedIn as one of the world’s top 150 business influencers. Why? Well, you need to ask them…but I suppose it’s because I have always been trying to push the Thought Leadership of my topic, Customer Experience.

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Eptica

SEPTEMBER 9, 2015

Date: Wednesday, September 9, 2015 Making a success of Twitter customer service. Published on: September 09, 2015. Author: Michael Cheung The immediacy and reach of Twitter means it has become a vital channel for customer service. According to Nielsen, nearly half of US consumers use social media to ask questions and Twitter’s own analysis shows that tweets to major brands have increased 2.5 times over the past two years.

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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

Surveys

Kayako

SEPTEMBER 8, 2015

What is your job title? Does it accurately describe what you do? Your level of experience? Do you have to explain what it means every time someone asks what you do for a living? There is a whole lot more to a job title than just a rank and a specialism. Some job titles are straightforward and explain exactly what a person does, like Air Traffic Controller or Graphic Designer.

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Contact Center Pipeline

SEPTEMBER 8, 2015

In their eagerness to attract the best talent, companies often oversell the job during the recruiting process, which only increases early defections. Providing a clear, honest preview of the position will help to weed out those who are likely to leave—before making a significant investment in the candidate’s training. Many contact center leaders say that […].

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ijgolding

SEPTEMBER 7, 2015

More and more organisations are starting to consider how best to measure VOE – Voice of the Employee. Capturing ’employee perception’ and aligning it to ‘customer perception’ is critical in building a robust customer centric measurement system. Increasingly, businesses are looking to deploy eNPS – the Employee Net Promoter Score – but is it the best metric to understand how employees ‘feel’?

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Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Published on: September 11, 2015. Author: Derek Lewis This week’s launch of the Apple iPhone 6S, iPad Pro and new Apple TV has focused attention on the consumer electronics market, and shows the importance of technology and gadgets to all our lives. The upcoming Christmas season is bound to see billions spent on the latest products, including smartphones, tablets and Ultra HD TVs.

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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.

Customer Experience

Kayako

SEPTEMBER 10, 2015

Ex-Googler and founder of UserChamp Morten Lundsby is joining us for a webinar on Thursday 17 September. Don’t miss out – sign up now and join Morten in a look at ways to get more value out of your customer conversations. Morten is an expert in user experience and user insights, and during the course of the webinar he will be showing us how valuable information can be gathered from customer conversations that can help teams other than just support.

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Amity

SEPTEMBER 8, 2015

Single #CustomerSuccess professional seeks same for fun and commitment Click To Tweet. You’re not alone. You might be surprised to learn that startups everywhere struggle with hiring the right people and scaling their organizations. Read this and you’ll feel better. Promise. Tech in Asia did a random survey of 50 entrepreneurs across a variety of industries and geographies asking what problems they faced at both the seed and growth stages.

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CX Journey

SEPTEMBER 10, 2015

Image courtesy of mireilledelisle Today I'm pleased to present a guest post by Blair McHaney , president of Club Works, Inc. Great athletes have great proprioception. Great customer experience athletes have great “social proprioception.” View this short video , which explains the concept. Proprioception is an individual's ability to sense where he/she is “in space.

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Kristina Evey

SEPTEMBER 7, 2015

Delivering great customer service doesn’t just depend on your staff. It begins with leadership focusing on the internal staff just as much as the external customers. This episode explains why this essential step is missing in most companies and gives you an action step to get your company on track. Delivering great customer service doesn't just depend on your staff.

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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!

Feedback

AskNicely

SEPTEMBER 5, 2015

This is the first post from our series, “How to Perform Better in the Boardroom” – advice gathered from interviews with seasoned directors of technology startups to help SaaS CEO’s run an effective board. For startup CEO’s, there’s a heap of good advice out there. Amongst it, I reckon “don’t get fired” is one to keep in mind.

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LiveChat

SEPTEMBER 10, 2015

The “ customer is always right ” slogan is both: a customer service mantra and its curse. On one hand it encourages representatives to go above and beyond customers’ expectations. On the other hand, when customer is not right, reps still have to provide best possible service and have no right to say “no” An example: For you and me a broken phone is not a big deal.

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CX Journey

SEPTEMBER 8, 2015

Image courtesy of First Joker Looks like I'm on a productivity kick at the moment. Last week, I wrote about the difference between busy work and real work in your customer experience transformation. Today, I'm inspired by this TED@BCG London Talk by Yves Morieux. If it seems like I've mentioned him before, I have. A few weeks ago, I wrote about the Six Rules for Smart Simplicity and Employee Engagement , another post inspired by one of his TED Talks.

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Kristina Evey

SEPTEMBER 9, 2015

Transforming the Customer Experience Podcast. After a lot of preparation, the Transforming the Customer Experience podcast has come to fruition! I’ve taken the ideas, the most commonly asked questions, and most commented on themes of customer service skills, developing a customer centric culture, and leadership impact to produce a podcast that is perfect for your daily commute.

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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.

Contact Center

CSM Magazine

SEPTEMBER 9, 2015

Many start ups are quick to go online and launch their products or services. The problem with this is that a successful launch that brings new customers can also bring multiple challenges. One of the challenges is how to handle customers’ grievances when when things go wrong. The key is to look at online complaints as an opportunity rather than a potential PR disaster and have a robust plan of action in place.

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Feedback Personalization Customer Service 58

Customer Interactions

SEPTEMBER 7, 2015

Google came out last week with their new logo. Yes it is fresh, friendly and colorful but that’s not why it’s brilliant. What sets Google’s logo apart is that it’s adaptive – the logo featuring and varying across each product. For example, when you want to speak to Google Now, the delightful blue, red, yellow, and green Google colors pop up and form a microphone.

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Comm100

SEPTEMBER 7, 2015

“Whatever is begun in anger ends in shame.” — Benjamin Franklin. As much as we hate to admit it, we’ve all been there. Anyone who has ever worked in customer service to any capacity has had an angry customer bark them down at one point or another. You know better than to fight back, because that could be very embarrassing for you and your company.

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Scripts Personalization Customer Service Customer Support 56

Clarabridge

SEPTEMBER 9, 2015

I once read a mystery novel where the hero solved the case when he remembered that the murderer had been staring strangely at the pattern of the wallpaper in an earlier scene. I didn’t remember that detail and was confused. When I flipped the pages back, I discovered that the wallpaper pattern had not actually been mentioned in that chapter. The writer of the book had not given the reader all of the clues, so the conclusion seemed to come out of nowhere.

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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.

Self service

Natalie Petouhof

SEPTEMBER 6, 2015

Tweet Hi I had fun with you tonite. I look forward to many other nites like this!

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Customer Interactions

SEPTEMBER 9, 2015

In the last two posts, we discussed how analytics-driven complaint management can help ‘put out fires’ and satisfy the regulators (i.e., detect, manage, monitor, report and remedy customer complaints).

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Brad Cleveland Blog

SEPTEMBER 9, 2015

A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill their potential, customer contact centers need commitment and involvement from the top. And a prerequisite … Continue reading → The post 10 Things Executives Should Know About Contact Centers appeared first on Brad Cleveland.

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