Contact Center Pipeline
DECEMBER 31, 2015
Training for social customer care agents and a thoughtful look at the common assumptions about agent attrition topped the list of most-read posts in December. Other topics of interest to our readers included a Q&A with the authors of a new guidebook on workforce optimization and customer engagement; a practical pointer for using daily rewards […].
Win the Customer
DECEMBER 26, 2015
There’s an immense difference between aspiring to deliver exceptional customer service and actually delivering winning customer service. The right team can make the biggest difference in exceptional service experiences. Every time I review customer submitted feedback, I always look for key terms that establish patters for successful customer service interactions or potential negative trends in customers’ experience.
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ClearAction
DECEMBER 31, 2015
Highlights of Customer Experience Strategy Advice. Over the past year, I’ve written quite a bit about customer experience management strategy, including a six-part series about keys to success in the future. Shared vision, strategic planning, and governance are rarely discussed in customer experience literature. Collaboration, teamwork, and involvement of multiple functional areas in taking action on customer insights must be well-thought-out and institutionalized across your company for l
Topdown
DECEMBER 29, 2015
In The Forrester Wave™: Digital Experience Platforms, Q4 2015 , and companion webinar Who Won the Digital Experience Platform Race? Hint: It’s Not Over Yet , Forrester analysts Mark Grannan, Ted Schadler and Stephen Powers break down the strengths and weaknesses of ten digital experience (DX) platform vendors.
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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
DECEMBER 30, 2015
It has been an exciting year at Pipeline with the launch of our blog. As 2015 comes to a close, we’d like to look back at our 10 most popular posts of the year. Do Frontline Agents Receive Enough Ongoing Training? We asked that question in a recent poll on Contact Center Training. The majority […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
GetFeedback
DECEMBER 30, 2015
Engaging survey images can transform a respondent's experience. Here are 8 free sites to browse when you're on the hunt for beautiful survey imagery.
Topdown
DECEMBER 26, 2015
Did you get a shiny new digital experience delivery platform under your tree this year? Were you super-excited to unwrap it and have all your DX delivery needs taken care of by one big end-to-end solution? If you were, we know from experience that it was like receiving a bicycle that’s missing one of its pedals. Getting a fashion doll with just one outfit.
Contact Center Pipeline
DECEMBER 29, 2015
A well-developed agent profile will allow you to understand what makes an ideal candidate before you begin the hiring process. It’s important to have a keen awareness of what you’re looking for, says Kevin Hegebarth, VP of Marketing and Product Management at HireIQ Solutions. “This is where predictive analytics really comes into play,” he says. […].
Win the Customer
DECEMBER 29, 2015
Vernon Hill is the most customer-driven banker who has tapped into the power of customer service experience to build one of the fastest growing financial institutions in the world. Metro Bank, in the United Kingdom, run by Vernon Hill, was issued its license by the government’s Financial Service Authority in March 2010. Metro Bank was the first high-street bank to receive such a license in over 150 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
Up Your Service
DECEMBER 29, 2015
Enjoy this selection of “Top 5″ thought provoking posts. Read, reflect, write a comment, and share these ideas with others. Happy New Year everyone! How to Increase Productivity and Improve Service Simultaneously. by Ron Kaufman. 4 Rules for Getting it Wrong and Right in Building Service Culture. by Ron Kaufman. Service Staff Orientation Programs: Get the wrong people OFF the bus, and keep the right people ON!
ClearAction
DECEMBER 31, 2015
Business-to-Business Customer Experience Advice Highlights. Business-to-business customer experience management has certain complexities and advantages that need to be well understood by practitioners and vendors alike. All too often, it is assumed that B2B needs to be doing the same thing that B2C companies are doing, or that B2B companies are way behind B2C.
CX Journey
DECEMBER 31, 2015
Image courtesy of BazaarBizarreSF Are you into making customer experience predictions for next year? Personally, I'm over predictions! Any predictions! So let's forget about predictions. They never seem to be right. They never seem to be executed. And they seem to be the same year over year. Why? I think we're not getting enough traction yet with more-advanced, innovative CX work across the board because there are still so many newbies to this arena to turn those predictions into reality.
ComputerTalk
DECEMBER 26, 2015
According to the Centers for Disease Control, more than 2.6 million children ages six to 11 years old in the U.S. had learning disabilities or attention hyperactivity disorders.
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.
COPC
DECEMBER 31, 2015
We are glad you found us. COPC Inc. is a global leader that provides consulting, training and certification for operations that support the customer experience. Since 1996, we have helped major brands throughout the world improve revenue, decrease costs and increase customer satisfaction. We are excited to announce our new blog and hope that you will come back often to learn about the latest news, information, and industry trends affecting the customer experience and your customer contact operat
Whitepages Pro
DECEMBER 29, 2015
“Colorado woman, 93, loses $100,000 in phone scam”. “Fake Kidnapping Phone Scam Sweeping the Nation” “Phone scam uses caller ID to get your financial information”. “Scam threatens to shut-off of Holyoke Gas & Electric” Media headlines on incredibly savvy and frightening phone scams were unavoidable this year. Over $350 million is lost in phone scams every year, as estimated by the Consumer Union.
Up Your Service
DECEMBER 29, 2015
Enjoy this selection of “Top 5″ thought provoking posts. Read, reflect, write a comment, and share these ideas with others. Happy New Year everyone! How to Increase Productivity and Improve Service Simultaneously. by Ron Kaufman. 4 Rules for Getting it Wrong and Right in Building Service Culture. by Ron Kaufman. Service Staff Orientation Programs: Get the wrong people OFF the bus, and keep the right people ON!
Talkdesk
DECEMBER 28, 2015
When your company is adopting a new technology, there can be a learning curve for understanding all the associated terminology. It goes without saying that when your business implements a new system, of any kind, both management and staff should be well-versed in exactly what that system can do. If they’re not, then what’s the point of buying a new fancy tool?
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 29, 2015
Image courtesy of Of Shadows and Light Your frontline staff is the window to the soul of your organization. Have you ever thought of them in that manner? They truly are that window. They provide a glimpse into the organization and all its inner workings: your culture , your workplace environment, your employee experience , your customer experience, and more.
Whitepages Pro
DECEMBER 29, 2015
Join us for this Bootstrap Tutorial to learn the secret recipe behind phone spam detection. These days spam is everywhere – it’s in your breakfast (egg and Spam), it’s in your Python (spam, ham, and eggs), but above all, it’s on your phone. With the growth of VoIP and the cost of a call going to zero, the multi-billion dollar problem of telephony spam is on the rise.
Kayako
DECEMBER 31, 2015
This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. Our round up list has grown a bit since last year, and the themes have changed a bit too!
Customer Interactions
DECEMBER 30, 2015
When it comes to Customer Service and Customer Experience, we have been privileged this year to be able to highlight and share some of the most amazing content and voices. From Shep Hyken to Jeanne Bliss everyone has contributed to the debate and thought process and we are honored to be able to feature them week after week in our CX Buzz blog post.
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.
Brad Cleveland Blog
DECEMBER 29, 2015
Retailers reported that sales via smartphones grew an average of 87% in 2014. (Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. (Source: Google) 59% … Continue reading → The post Smartphone Statistics appeared first on Brad Cleveland.
ComputerTalk
DECEMBER 26, 2015
Using Bluetooth technologies for speech recognition.
LiveChat
DECEMBER 28, 2015
In this episode of Alchemy of Ads I have prepared something very special for you: the greatest, most creative and important ads. Get ready for best campaigns of 2015. Let’s learn from the best! Emily’s Oz. Comcast’s “Emily’s Oz” advert is a proof that a good story is as much important as the advert itself. When the agency Goodby Silverstein & Partners asked a 7-year-old Emily what she sees in her mind’s eye when she watches The Wizard of Oz, they did not know that the result will be s
Customer Interactions
DECEMBER 28, 2015
Imagine that you’re a customer service manager and you only have one agent at your disposal. What would that be like?
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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.
Brad Cleveland Blog
DECEMBER 29, 2015
Retailers reported that sales via smartphones grew an average of 87% in 2014. (Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. (Source: Google) 59% of consumers have received an advertising message on their smartphone from a brand or retailer related to their current location.
Win the Customer
DECEMBER 28, 2015
Industry surveys point to the critical gap that exists between the quality of service delivered and kind service that customers really want. Quarterly, semi-annual, or yearly reviews of progress and accomplishments are a fundamental practice that nearly every organization performs. Taking time to review what worked and where renewed efforts are needed is essential to ensuring ongoing progress and development for any organization and especially for those who want to establish themselves as custom
Provide Support
DECEMBER 29, 2015
Your products or services can be the best on the market but if you don’t treat your customers well, you can kiss your business goodbye. Developing the right strategy for your customer service will help you both attract new customers and keep your existing ones. The great customer service begins with being employee focused. Only happy and satisfied employees will treat your customers well and provide them excellent customer service experience.
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