Beyond Philosophy
DECEMBER 3, 2015
Wouldn’t it be great if you could truly predict Customer’s behavior. Well you can! Welcome to the world of behavioral economics. I have recently been included in Brand Quarterly’s ‘Top 50 Marketing Thought Leaders over 50’ and they asked me an interesting question: “What do I think the next industry trends would be for the year?” I thought I would expand on my thoughts here and give a better explanation.
Callminer
DECEMBER 3, 2015
Interaction analytics unlocks valuable information hidden in interactions between contact centers and customers. Learn more in CallMiner’s latest resource guide.
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Steve DiGioia
DECEMBER 3, 2015
This original article was written by Steve DiGioia. It was the coldest winter ever. Many animals died because of the cold. The hedgehogs, realizing the situation, decided to group together to keep warm. This way they covered and protected themselves; but the quills of each one wounded their closest companions. After a while, they decided to distance themselves one from the other and they began to die, alone and frozen.
Contact Center Pipeline
DECEMBER 3, 2015
Incentives can be a valuable tool for reinforcing the right behaviors in your staff. The key to using incentives properly is to ensure continuous positive reinforcement and random intermittent reinforcement, says former Snowfly Representative and Advisor Robert Cowen. Rewarding appropriate behavior on an ongoing basis makes that behavior more likely to occur in the future, […].
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ijgolding
NOVEMBER 30, 2015
It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity. I say that they are becoming increasingly visible – in reality, organisations have been throwing them all around like ‘confetti’ for many years now. To a degree, all of them have merged into one as business leader after business leader has tried to convince its employees and customers that they are serious abou
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Steve DiGioia
NOVEMBER 30, 2015
all those cuts and scrapes were worth it in the end This original article was written by Steve DiGioia. I once read that if you can’t learn something new each day then it doesn’t make sense to even get out of bed. Well that may be a little harsh but there is something to this statement. In all our interactions with others, with all the snippets of information we have gathered from books or television and with all we have learned through trial and error, we hold a plethora of valuable information
Contact Center Pipeline
DECEMBER 2, 2015
Pipeline contributor Dick Bucci, chief analyst at Pelorus Associates, and Patrick Botz, VP of Workforce Optimization at Voice Print International (VPI), have announced the release of their new book, OPTIMIZE: Workforce Optimization & Customer Engagement Best Practices. It’s a useful guidebook with hundreds of proven contact center optimization strategies, tips and tools.
Fonolo
DECEMBER 2, 2015
Updated June 2020. In 2013 , CCMC and NOVA1 Contact Centers conducted a “Customer Rage Study” which found that customer problem rates have increased by five percentage points over 2011 (50% vs. 45%). And unfortunately, that trend has continued over the last few years. The 2017 Customer Rage Study found that 56% of respondents had a serious problem with a product or service in the last year — a 6% increase from 2013.
Topdown
DECEMBER 2, 2015
Data management software helps companies retrieve, manipulate and use data, even data stored in multiple places and in different formats. This broad software category can refer to ETL tools , data virtualization tools , or any number of enterprise data management solutions that consolidate and render data for analysis or other applications. Customer experience management (CXM) requires some form of data management since personalized customer service and other customer communications require acce
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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
Natalie Petouhof
DECEMBER 1, 2015
Tweet. People spend more waking hours at work than anywhere else. So it’s no surprise that in a fast-changing world, the workplace is transforming. As part of the larger digital transformation of business, the future of work is being discussed as a wide range of developments in both technology and culture. It is already driving massive innovation and become an opportunity for competitive advantage.
Contact Center Pipeline
DECEMBER 1, 2015
Staffing and agent engagement were the most read Pipeline posts in November. Our top five posts for the month included insights for incorporating customer feedback into the quality monitoring process; a look at four key drivers found in contact centers with high levels of agent engagement; three credible arguments to build a case for cutting […].
Andrew Mcfarland
DECEMBER 1, 2015
While code sharing is a model that should benefit customers greatly, the reality is still far from the promise. As a result, customers who benefit from one aspect of the customer experience – pricing advantages – suffer along the remainder of the customer journey. The Promise: OneWorld offers “interline ticketing between member [.].
Topdown
NOVEMBER 30, 2015
In my November article for CMSWire, “ Connecting Disparate Data Sources to Your Customer Experience ,” I discuss integrating data for personalization. I also share some limitations we at Topdown have discovered with some of the leading WCMs when it comes to using data for personalization.
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.
Micah Solomon
DECEMBER 4, 2015
I have a small, but very important, customer service question for you. Who’s the first and last person who interacts with your customers and prospects when they’re on your premises, on the phone, or making an initial general email inquiry ? Whoever this is, and regardless of title (receptionist, office manager, host, dude-wh0-sits-near-the-door), how carefully did you: …vet this person when hired?
Kayako
DECEMBER 3, 2015
Let’s set the scene – I’m sure you’ll recognize it. You’ve been hired as a customer service manager, tasked with delivering great customer service. But your VPs and C-level execs are focused on profit margins and productivity. They want to cut your budget. Customer service is a cost-center, it doesn’t impact earnings, and investing money into it is like pouring money down the drain… isn’t it?
Eptica
DECEMBER 1, 2015
Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. Author: Robin Tandon Delivering outstanding customer service is central to every business , but is especially important to midsize organizations, which may not have the brand recognition or marketing budgets of their larger competitors.
ijgolding
DECEMBER 2, 2015
Followers of my blog will know that I am keen to share others perspectives on the subject of Customer Experience when the opportunity arises. I am delighted to be able to do just that in this post. Only recently I wrote about the differences between Customer Service, Customer Experience and Customer Centricity – in the post I make the following statement: “Becoming a truly Customer Centric organisation is what will ultimately enable businesses to consistently deliver Customer Experi
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
DECEMBER 1, 2015
Image courtesy of Vidar Ringstad Are you asking your customers the right questions? We all know the Henry Ford quote that goes like this: If I had asked people what they wanted, they would have said faster horses. (It's fair to note that some don't believe he actually said this, but let's go with it.) It's cited often when naysayers try to tell us that customers don't know what they want, i.e., customers can't help us innovate because they just want "faster horses.
Genroe
DECEMBER 1, 2015
More people nominate “Getting management buy in” as their biggest problem than any other element of the customer feedback process. Even if the CEO/COO “gets it” and drives the process from the top, there will often be a group in middle management who are passive aggressive to the process. They participate but drag their feet at […].
Natalie Petouhof
DECEMBER 1, 2015
Tweet LiveOps, a global leader in cloud contact center and customer service solutions, and Marlin Equity Partners, a global investment firm with over $3 billion of capital under management, today announced the completion of Marlin’s acquisition of LiveOps Cloud Platform. Venture capital firm Presidio Partners, an existing investor in LiveOps, participated in the acquisition alongside Marlin.
LiveChat
NOVEMBER 30, 2015
Welcome to the first episode of “The Alchemy of Ads”! In today’s post I am going to show you a couple of brilliant commercials that perfectly capture the spirit of Christmas. Some of them are funny, some of them – heartwarming, but in the same time all of them are perfect marketing creations. Sainsbury’s and John Lewis: a Christmas competition. Although John Lewis is said to be the king of Christmas commercials, it looks like this year it’s Sainsbury’s going to win people’s hearts.
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.
Provide Support
DECEMBER 1, 2015
Customer Service Team Workspace Security. In our modern digital world security is the highest priority for organizations, both big and small. Not only data but also personal space of employees should be protected. Your company may have its own set of security rules and guidelines. But here are some general tips that can help to create and promote a safer work environment of your customer service team.
Talkdesk
DECEMBER 4, 2015
Call recording is a common call center practice. Call recording can be a valuable tool, but it must be used carefully. The burden is on the call center to make it a priority to be compliant with all relevant call recording laws, rules and regulations. Failing to do so can have significant consequences, including fines and legal action. This post is designed to provide a basic background on call center call recording and to point call center managers in the direction of resources.
Clarabridge
DECEMBER 3, 2015
By David Marko , Managing Director, Acumen Solutions. The Internet of Things (IoT) has become a popular buzzword within the industry, but that doesn’t mean it should be ignored. At its core, IoT is about connecting devices over the internet to enable them to talk to other devices, other apps, or even to us. Examples range from connected devices, such as smart meters in the home that turn off the heat when no one is at home, to smart cities that include smart trash cans that tell you when they n
Up Your Service
DECEMBER 1, 2015
Uplifting Service Group Discussion Guide. This complimentary Uplifting Service Discussion Guide will enable you and your team to build a stronger and more sustainable service culture. Key questions for each chapter encourage personal reflection and dynamic group discussions. Use this Discussion Guide to engage and align all the members in your team.
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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.
CSM Magazine
DECEMBER 2, 2015
Despite record UK sales of £1.1 billion on Black Friday, British consumers are much less satisfied with retail customer service compared to Christmas 2014. 21% of consumers complained that it was impossible or extremely difficult to find information on retailers’ websites, a threefold increase from 2014’s 7%. This is according to new research from multichannel customer engagement software provider Eptica.
Talkdesk
DECEMBER 3, 2015
The key to unlocking brand loyalty is meeting customer service expectations. Make it your mission to treat your customers with the respect, care and attention they crave and your company will thrive. What’s harder than setting this goal is determining what it is, exactly, that your customers are expecting. Customer service expectations vary widely. One of the most important factors in understanding the differences in these expectations is taking cultural differences into account.
Natalie Petouhof
DECEMBER 1, 2015
Tweet SOASTA, a performance analytics firm, announced the results of its 2015 Holiday Retail Readiness Survey, which revealed: 66% of Americans expect they will lose their temper this holiday season over annoyances such: 38% as traffic/parking. 37% long lines in stores and websites and. 19% mobile apps that don’t work. 28% claiming that Christmas music and décor before Thanksgiving make them lose their temper.
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