Sat.Nov 14, 2015 - Fri.Nov 20, 2015

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The Truths All Bosses Know About Being the Boss

Beyond Philosophy

In this series, professionals share how they embrace the entrepreneurial mindset. See the stories here , then write your own (use #BetheBoss in the post). I was a senior executive with 3,500 people reporting to me globally. I had worked my way up and found my place in corporate life. I had it all: a big expense account, a big budget, and a big salary.

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Here’s Proof That Anyone Can Be a Mentor

Steve DiGioia

how helping those who reach out to you for advise is rewarding for both This original article was written by Steve DiGioia. Most of us have not had the luxury of a mentor ; someone that “takes us under his/her wing” and patiently shares their years of experience with us in the hopes of setting us straight on the road to success. Frankly, there are not even enough people that are willing to undertake this task in the first place.

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How to Enrich Customer Interactions: 3 Actionable Tips

Callminer

Companies need to do more than meet customer expectations. Here’s a look at 3 ways to enrich customer interactions and drive customer engagement optimization.

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You Need Customer Service, No Matter How Good Your Experience

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Kate Spade Revamps Retail Experiences to Deliver Brand Values

Beyond Philosophy

Kate Spade New York has their hand in many types of luxury items these days, from handbags to clothing to fragrance to stationery. Their website claims the brand has 175 shops internationally. Something else they have? A great new retail strategy. Consumers for the luxury brand can look forward to a change in their experience. According to Business Insider, the new experience is called a “guest journey” and the sales associate is now their “muse.”.

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Quick Tip: Why Do Agents Join?

Contact Center Pipeline

New-hire surveys can help to identify the breakdowns in trust that can occur early on when new agents decide that the job is not what they expected—a common cause of new-hire turnover in contact centers. This can usually be traced to overselling the company and/or position in the recruiting and interview process, and not providing […].

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Picking Hardware and Software for Customer Service Success

Win the Customer

Your biggest assets are your customer service agents. To ensure those agents are able to provide the best service, you must provide them with the tools to be successful. As a customer service manager, you understand the importance of providing good customer service. Your team’s success can make the difference in the survival of the […].

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The Key to Customer Satisfaction Analysis

Clarabridge

Are your customers satisfied? Why—or why not? How do you know? You have more customer data than ever before, and customer satisfaction analysis is one of the most important things that you can do with it. But what exactly is customer satisfaction analysis? Building off of traditional customer survey programs, customer satisfaction analysis looks goes a step further for more accurate results.

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Going the Extra Mile — The Difference Between Just Doing a Job and Genuinely Engaging with the Customer

ijgolding

On occasion it feels as though certain phrases in the language of business are overused. Take ‘walking in the customers shoes’ for example. What about ‘moments of truth’? Another common one is ‘walking the talk’. Whilst the meaning behind the phrases is perfectly well intended, all too often the words and their meaning are dismissed by those looking for any excuse to resist a focus on ‘the customer’.

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The Open CCaaS Advantage Report

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.

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Involve Agents in the Scheduling Process

Contact Center Pipeline

You can significantly reduce tardiness, absenteeism and employee dissatisfaction by getting frontline agents involved in developing new schedules, says Tiffany LaReau, Pipeline author and certified workforce manager at Human Numbers, a firm that provides forecasting and scheduling services to contact centers. LaReau recommends forming a schedule focus team—a diverse group that includes a good representation […].

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Clues to a Remarkable Brand Story

C3Centricity

Stories exist in all cultures. They have developed down through the ages as a means of transferring knowledge, long before books and now the web enabled their storage. Today’s information-rich world has made storytelling a required talent for CEOs and CMOs alike to develop. And websites and Fan pages now make it a necessary skill for [.]. The post Clues to a Remarkable Brand Story appeared first on C3Centricity.

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The art of communicating a crisis with your customers

Kayako

Imagine the scenario where you’ve fully prepared for a webinar, your listeners have allocated free time to come and view your presentation for the next 45 minutes, and you’re just about to get started. Then you get a phone call, and it’s a notification to say that a server has gone down and then you realize the service you provide isn’t there anymore; it’s gone.

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Get Ready for Your Customer Journey Mapping Workshop!

CX Journey

Image courtesy of Alan Tunnicliffe Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 15, 2015. You’ve got buy-in and commitment … all the right people in your company are on board to map your customers’ journeys. They realize the importance of walking in the customer’s shoes in order to understand the experience before they can fix it.

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Contact Center Dialers Demystified

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.

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State of the WFO Industry

Contact Center Pipeline

Workforce Optimization (WFO) technology has been a hotbed of activity as buyers and users clamor for new tools and seek to get more out of what they already have. Workforce Management (WFM) and Quality Monitoring (QM) have achieved widespread deployment. Performance Management (PM), agent development, and analytics present the opportunity to not just schedule the […].

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How to Tailor Customer Service Based on Customer Personality Type

Provide Support

How to Tailor Customer Service Based on Customer Personality Type. Always keep in mind that people are different, not difficult — Peter Urs Bender, “How To Deal With Difficult Customers” A key skill of a successful customer service professional is an ability to be flexible and use different approaches in different situations, that is, to tailor the way they respond to customer needs based on particular context of the situation.

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Systems versus service

Eptica

Date: Friday, November 20, 2015 Systems versus service. Published on: November 20, 2015. Author: Olivier Njamfa Earlier in the year I moved house and needed to change the existing energy supplier for the property. By the time all the paperwork was completed, I owed the old utility for a week’s energy. The bill arrived, and when I opened it I had a real shock.

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6 New Clarabridge Features that Will Make your Life Easier (and Your Business Smarter)

Clarabridge

Last week, Clarabridge announced new enhancements to our Customer Experience Management (CEM) technology. These new features make it easier than ever to deploy accurate, actionable customer feedback insights across an organization. The goal of these enhancements is for you to spend less time inside our software, and more time working to improve your customers’ experiences.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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How to Apologize to Customers Effectively

Comm100

‘I’m sorry.’ The two most inadequate words in the English language. – Beth Revis. Apologies are important, but often times “I’m sorry” is not enough. Just repeating the phrase over and over again will come off as insincere—which can be difficult, because it’s hard to be genuine when you don’t always feel sorry. But there are so many instances in which you have to apologize to a customer.

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Why NASA’s Social Media Strategy is out of This World

LiveChat

There are few businesses or organizations that have such a great, established social media presence as NASA. All their updates, the content they share and the great bond they have with the community are so natural that it may seem that they don’t have to put any effort at all into it. But they’ve put so much effort and work into creating and maintaining all their accounts across all channels.

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Episode 12 – Caring and Mindset Create Amazing Customer Experiences - Transforming the Customer Experience

Kristina Evey

Customer Experiences are generated by the feeling of caring that we deliver to our customers. This podcast describes how to create the feeling that each customer is your most important and favorite customer that you’ll come into contact with. Customer Experiences are generated by the feeling of caring that we deliver to our customers. This podcast describes how to create the feeling that each customer is your most important and favorite customer that you'll come into contact with.

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Social Media and Customer Service: A Match Made in Heaven?

CSM Magazine

Do you remember the days of booking a hotel and then calling to make an alteration? Or in realistic terms, waiting on hold to hopefully talk to someone who might be able to make the change. Customer service has certainly moved forward from these expectations, but has that come with the cost of losing the human touch? The majority of a customer interaction now happens online, through the mediums of online help or social media.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Cracking the Code on Customer Journey Mapping

CX Journey

Image courtesy of Crack the Customer Code Have some questions about journey mapping? You're not the only one! I recently sat down with Jeannie Walters and Adam Toporek for a Crack the Customer Code podcast on one of my favorite topics: journey mapping. During this podcast, I answered their questions about customer experience and, more specifically, about journey mapping.

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Les ROPO : un nouveau défi pour le Service Client

Eptica

Date: Thursday, November 19, 2015 Les ROPO : un nouveau défi pour le Service Client. Published on: November 19, 2015. Author: Olivier Njamfa Connaissez-vous les ROPO ? Huit consommateurs sur dix pratiquent aujourd’hui le ROPO (« Research Online, Purchase Offline ») : ils repèrent un produit en ligne, puis l’achètent en magasin, bouleversant ainsi tous les schémas établis.

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Ways to Make the Omnichannel Customer Support Experience Exciting.

Uniphore

Clients have huge expectations for accepting incredible encounters of shopping experience across all greater part of the channels they utilize. Giving clients problematic or even run-of-the-mill isn’t an alternative – if clients are unsatisfied or baffled with their omnichannel encounters, they'll escape. Read More.

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Nine Myths to Debunk for a Data-Powered Contact Center

Calabrio

As customers become more empowered through technology, so must the organizations that serve them. Analytics in the data-powered contact center are proven to drive KPIs across key metrics, including first contact resolution, cross promotions and overall customer satisfaction. “Contact center agents are at the forefront of addressing client needs and have a direct and profound impact on customer experiences.

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The Innovator’s Guide to the Digital-first Contact Center

In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options. Social platforms are now becoming mainstream contact center channels. Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.

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What’s the CX buzz this week? (17th November, 2015)

Customer Interactions

No distance is too far to travel to find the best customer experiences. We travel around the world today to give your great CX pieces. Enjoy!

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Wearing Good Customer Service Like a Uniform.

Rudy Vidal Consulting

Ok, I’m glad to be writing about a good experience, since sometimes I think I concentrate too much on the poor ones. And, although I could use the excuse that there are many more poor ones than good ones, I still think we learn more from discussing good customer experiences. Today, I went to a newly opened supermarket near my house. As a result I have decided I need to find the person in charge of training at this store because it is clear that training is the key to consistency and consis

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2015 ForeSee Experience Index (FXI): Early Holiday Retail Insights

ForeSee

The holidays are a busy time at ForeSee! Just like the shopping season, the fielding for our annual holiday research report, the ForeSee Experience Index (FXI) 2015 Retail Edition, is in full swing. For the past decade, we've surveyed holiday shoppers to discover which retailers give them the best customer experiences and which ones fail to deliver.

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