Beyond Philosophy
NOVEMBER 3, 2015
Let me set the scene. My career was plateauing. I had done well, but things had started to get a bit stale. Then, I had a meeting/interview with Neil Hobbs. Neil would have the biggest impact on my professional life. Neil had a reputation of being a tough boss. He set high standards and expected people to achieve them. He didn’t suffer fools gladly.
Steve DiGioia
NOVEMBER 5, 2015
Guest Post by Kate Nasser, The People Skills Coach™ This original article was written by Steve DiGioia. Today’s guest post is by Kate Nasser, The People Skills Coach™, Founder & President CAS, Inc. She uses real life stories to ignite true customer focus, and here is her story. You can’t have a discussion about customer service without customers stressing the importance of listening.
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Customers That Stick
NOVEMBER 3, 2015
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Win the Customer
NOVEMBER 2, 2015
In today’s customer-centric world, empathy, efficiency and sincerity in customer communications is non-negotiable. We’ve heard them all – from, “Thank you for being a valued customer” to “I understand your frustration.” Traditional, scripted support lines are not only sound inhuman, but they tend to upset customers even further.In today’s customer-centric world, support should still carry […].
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Contact Center Pipeline
NOVEMBER 5, 2015
An empowered work environment is one in which agents have a sense of ownership over their work and the right tools to do their job efficiently and effectively. While empowerment can be applied through processes and policies, technology can also empower frontline staff to increase their productivity, performance and engagement. In many contact centers, agents […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ClearAction
NOVEMBER 3, 2015
Customer Experience for the Future: Outside-In Beyond Skin-Deep. "Outside-in" is a popular term in the customer experience field. It refers to the importance of customers' inputs as a guiding light for the inner workings of an enterprise. In the quest for "outside-in" most companies have voice of the customer programs, loyalty programs, and high-touch service.
Win the Customer
NOVEMBER 5, 2015
Millennials and Alphas are beginning enter into they period buying power. From boomers to alphas, the changing customer base signals the need for business owners to adapt and implement new marketing strategies. Over the last century, statisticians and researchers have organized age groups into cohorts that seem to carry buying and value trends. In population and workforce representation, […].
Contact Center Pipeline
NOVEMBER 4, 2015
The voice of the customer is a valuable resource for improving agent performance and customer satisfaction. Incorporating customer feedback into the quality monitoring process focuses the entire operation on the customer’s perspective of how the service interaction went, instead of evaluating performance based on the operation’s processes and efficiency measures.
PeopleMetrics
NOVEMBER 3, 2015
When thinking about the customer experience, it’s smart to imagine it as a series of interactions. A series of tiptoe steps, taken by an individual customer, through your customer-facing people and technologies. If you think about the many ways a given customer can tiptoe through your experience, you might realize that a key element is consistency. Which is why new technologies can seem so promising.
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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
NOVEMBER 5, 2015
Over the last few weeks, my wonderful wife Naomi and I have been having a debate about the difference between EMPATHY and SYMPATHY. Whether it be a discussion about family life or a discussion about work life, the ability to be both sympathetic and empathetic is extremely important. So what is the difference between these two words? Empathy – the ability to understand and share the feelings of another.
Influitive
NOVEMBER 5, 2015
From high-growth startups, to multi-national enterprises, every B2B company wants more customer referrals. Referred customers are 30% more likely to convert than leads generated through other channels , and have a 16% higher life-time value. But asking for referrals can be awkward. Even if you have an awesome product and a stellar customer experience, you may be afraid of coming off as desperate.
Contact Center Pipeline
NOVEMBER 3, 2015
Understaffing is a fairly common occurrence in most contact centers, but there may be times when your center experiences a severe staffing shortage. We’re not talking about the run-of-the-mill Monday with high call volume and an even higher number of call-ins. We are talking about a staffing situation where capacity is well below required numbers, […].
C3Centricity
NOVEMBER 1, 2015
In the UK, there was a recent, highly publicised “significant and sustained cyber-attack“ on the Telecom company Talk Talk’s website. According to the news as I write this, it seems that a fifteen (!!!) year old Irish lad and a 16-year-old Brit may be responsible. They might have been able to steal information such as [.]. The post How a Company Reacts to a Crisis Says a Lot About its Customer Centricity appeared first on C3Centricity.
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
NOVEMBER 5, 2015
Today I'm pleased to share a guest post by Denise Lee Yohn. To excel in customer experience, you can't just rely on good design and solid execution. Your customer experience shouldn't just be great -- it should also be differentiated. Customer experience has evolved just as product and service did. Time was, all you needed was a good quality product.
Kayako
NOVEMBER 4, 2015
The founders of Sorry ™ will be joining us on November 11 to present a webinar on how to prepare your company to weather a storm of customer complaints. The Q&A will be led by Kayako’s Head of Support Sarah Chambers, and you’ll have the chance to win one of two Small Business accounts with Sorry™! Sign up for the webinar now. Did you hear about the TalkTalk data hack last week?
Up Your Service
NOVEMBER 5, 2015
Clients want to know, “How quickly can we see results after our employees have completed a workshop?” Leaders want to know when improvements will show up on the job. Everyone is anxious to see positive changes in behavior towards customers and colleagues. And finance always wants to know “How long before we can see some ROI?”. The answer is, “It depends!
Clarabridge
NOVEMBER 4, 2015
Guest blogger Kim Zieroth is the Senior Customer Loyalty Manager, Analytics, for GE Healthcare. “We wouldn’t have found this with our traditional market research.”. This is exactly the kind of thing I love to hear in my role leading the Customer Insights program for GE Healthcare. When a global product manager said those words to me recently, she meant that she would not normally have been aware of the customer feedback insights my team had provided if we were still using traditional market rese
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!
Comm100
NOVEMBER 6, 2015
You’ve been there before. You go to your favorite shop and you happily make your way over to the register to make your purchase. But despite your cheery demeanor, the cashier’s not smiling back. You can feel the smile slide off your face as he stares back at you with dead eyes, like he’s looking through you. You leave the store doors defeated, receipt in hand, and you wonder why something so small like that bothered you.
CX Journey
NOVEMBER 3, 2015
Image courtesy of hattie.burgher I originally wrote today's post for Intradiem.It appeared on their blog on May 21, 2015. When we empower employees, does that impact their productivity? Employee empowerment is one of those phrases that often causes people to groan. Is it just another piece of employee lingo or a catch phrase? No, absolutely not. It's an important concept to both reducing employee effort and increasing employee engagement.
LiveChat
NOVEMBER 2, 2015
I don’t think I would be wrong by saying that we all want to get better at customer service. After all we should all strive for the best customer satisfaction. This quick read will get you closer to the customers’ mindset. It will help you understand their way of thinking, so you can better interact with them and improve your service. Unless you have 100% customer satisfaction, you must improve.
Clarabridge
NOVEMBER 6, 2015
By Koren Stucki, VP of Consulting, Clarabridge. A customer journey map is an important tool for any successful customer experience management program. It illustrates the various stages of the customer journey, and pinpoints customer needs and wants at each stage. An effective journey map not only eliminates pain points and improves your customer’s journeys, it is also a living document that multiple teams with an organization should use. .
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.
Micah Solomon
OCTOBER 31, 2015
A customer service/ customer experience initiative, whether it’s formal and designed by customer service consultants, informal (your employees design and execute the initiative entirely on their own), or follows any approach in between, can reap rewards for a company in just about any industry. The goal – what you can ultimately hope to accomplish – is to learn what your customers appreciate, tolerate, and actively dislike, and to creatively redeploy your attentio and resources in ways that h
Comm100
NOVEMBER 4, 2015
Would you accuse a play of being bad just because the actors used a script? Of course not. The same should apply to a quality customer service chat. Sure, it’s a little different from theater–you are responding to a customer’s immediate questions and needs, and not just providing entertainment. But a successful live chat script is like a play with a choose-your-own-adventure twist.
LiveChat
NOVEMBER 5, 2015
When we want to improve, we look for good examples. And if you want to improve your customer service, it’s hard to find a better example than Buffer. Want to learn from the best? See what they do, how they do it and what makes Buffer customer service so darn good. What is Buffer. If you hadn’t chance to check out Buffer yet, it’s a social media scheduling platform that makes sharing stuff across several channels easy and time-efficient.
Clarabridge
NOVEMBER 2, 2015
Check out this month’s must-reads about customer experience from around the web. The Sentiments team has aggregated what we think are useful and engaging articles for anyone interested in understanding and improving the customer experience. Get Personal to Close the Customer Experience Gap. Make sure that marketers are not only collecting data on their customers, but using it to deliver personalized and relevant experiences.
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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.
Andrew Mcfarland
NOVEMBER 4, 2015
From a blog post at Packet Design where I responded to questions about how how tech companies can improve their customer care efforts. Specific responses to questions such as: What is the state of the customer experience in enterprise technology? How are enterprises handling the challenges of managing the customer experience as the ways [.].
Fonolo
NOVEMBER 3, 2015
In our on-going effort to demystify call center metrics, ‘occupancy rate’ shouldn’t be forgotten. Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. It is sometimes referred to as “utilization rate.”. You might think a simpler measurement like “call per hour” would answer this same question.
Kristina Evey
NOVEMBER 3, 2015
Everyone dreams of more customers, more sales, more profits. But would your business survive that growth? This podcast walks you through the dream of growth and helps you take a hard look at the areas you need to consider focusing on to be sure you grow effectively and don’t ever hear from your customers… “They grew so fast they forgot about me. So I left and found a company that cares.”.
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