Beyond Philosophy
JANUARY 14, 2016
Isn’t it a company’s first priority not to harm their Customers? I maybe old fashioned but surely ensuring your Customers’ safety is your BIGGEST responsibility as a brand. Apparently, someone should have reminded Fiat Chrysler. Fiat Chrysler was fined $70 Million by the National Highway Traffic Safety Administration (NHTSA). Why? Failing to report fatalities, injuries, and warranty repairs.
Callminer
JANUARY 14, 2016
Workforce optimization in the call center can lead to improved agent performance and better interactions with customers. Read more.
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Steve DiGioia
JANUARY 14, 2016
that's one of the worst things an employee can say to me. This original article was written by Steve DiGioia. Something happened the other day that reminded me of a time when I was still new in this business. Yes, I didn’t have the 25+ years of experience as I do now but I still had enough under my belt to know what was going on and how to evaluate a department and its staff.
Contact Center Pipeline
JANUARY 14, 2016
In centers that suffer from high absenteeism, you’ll typically find disengaged supervisors. Like agents, supervisors who are performing the same coaching tasks day in and day out can get into a rut. Disengaged supervisors can quickly infect a high-performing team by dispensing repetitive, mechanical feedback that makes agents feel that their efforts are not valued. […].
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Bill Quiseng
JANUARY 10, 2016
This week’s guest post is from leadership consultant and keynote speaker Bill Hogg. I have been an avid reader of his blog where he writes about “the critical relationship between leadership, employee engagement and delivering an exceptional customer experience as a competitive advantage.” So I’m honored that he has offered to share his customer service insight here.
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
JANUARY 11, 2016
are your employees your Facebook friends, or foes? This original article was written by Steve DiGioia. Have you ever thought how much damage one employee can do to your business? Should they be banned from posting on Facebook? If you don’t believe so read on, you may change your mind. I have always prided myself with having a department staffed with positive and engaged employees even though the hospitality industry is one full of many challenges.
Contact Center Pipeline
JANUARY 13, 2016
The “Dawn of a New Day” is an expression that means “a new or fresh beginning or a turning point that achieves as much” (according to freedictionary.com). What a great theme for any contact center kicking off the New Year! However, far too often, contact centers field so many initiatives and demands that this time […].
Win the Customer
JANUARY 15, 2016
Meeting customer expectations is incredibly important for any business that wants to be successful today. It takes careful management and a number of strategies to keep customers satisfied. Unsatisfied customers could potentially harm your business by giving bad reviews or simply stop making purchases. Here are six tips to make sure you are meeting your customers’ expectations.
The Call Center School
JANUARY 13, 2016
The true cost of poor customer service. As last month’s twinkling trees and delightful decorations now seem something of a distant memory, customer expectations show absolutely no signs of slowing down as we welcome another new year.
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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
Influitive
JANUARY 15, 2016
What would you do if you only had 24 hours to create a complex B2B marketing campaign that involved your entire team? It was that thought that lead our VP of Marketing, Jim Williams , to wonder what the Influitive marketing team could accomplish if we dropped everything and focused on launching an intensive, multi-touch campaign in one day. What ensued was nearly 48 hours of hard work that put us all to the test.
Contact Center Pipeline
JANUARY 12, 2016
It’s no secret that the work of a call center agent requires saintly patience and nerves of steel, and as customer expectations go up, the job becomes ever more demanding. In fact, Gartner reports that this year 89% of companies will compete mostly on the basis of customer experience, versus 36% four years ago, and […].
Win the Customer
JANUARY 11, 2016
Continuous improvement is a key characteristic of the most successful customer experience. Successful service organizations realize that no service initiative is perfect and have a framework in place to capture results and analyze them for potential improvement towards better customer experiences. Many of the quality management practices the Japanese manufacturing system is well-known for can be traced back to statisticians like W.
Amity
JANUARY 14, 2016
Guest Blogging For Amity. Let me first start by saying that we love a great guest post! We have started to get many inquiries about writing a guest post for Amity, so we decided it's about time create a formal process. We are looking for original articles that offer best practices, guides, and tips for the topic of Customer Success. You can write about strategy, processes, data, people or anything you think would add value to the field of Customer Success.
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.
Natalie Petouhof
JANUARY 13, 2016
Tweet Even though there is must talk about customer excellence in customer experience, many companies, according to customers don’t hit the mark. Intelliresponse identified 5 things brands need to do to make customer experience work. Here they are: Why? 87% of customers believe brands need to put more effort into seamless experiences. 89% of customers get frustrated having to repeat when they called in and all the information about why they are calling. 77% of strong omnichannel companies
ijgolding
JANUARY 15, 2016
Over the last few years, many experienced business people all over the world have been working hard to create, nurture and develop a brand new profession. Whilst organisations have always delivered experiences, it is only now that most are starting to recognise the importance of them. However…there is usually one of those…there are still A LOT of people who DO NOT recognise Customer Experience – either as something of significant importance to business strategy OR as a profession at all.
Win the Customer
JANUARY 13, 2016
According to the Forrester Research Group, almost two billion people worldwide owned a smartphone in 2014. That number is expected to more than double by 2019. In other words, mobile technology will become ever easier and more convenient to use. Businesses have had to move quickly to keep pace, making sure their websites are mobile-friendly, so they don’t lose out on the many customers who prefer to connect through a smartphone.
PeopleMetrics
JANUARY 13, 2016
The vast majority of my banking customer experiences happen outside of a bank. And if I think about it, I would find it rather disconcerting if I found myself in a bank. Why am I here? I would think. Is something wrong with my account? Why is it so quiet in here? Do you think the cashier will give me a lollipop? As it is wont to do, technology has spurred the evolution of personal banking into new and surprising forms.
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!
Topdown
JANUARY 14, 2016
Over the past year or so, we’ve shared our research and explored CCM’s place in organizations’ larger digital experience (DX) delivery architecture. We’ve been listening particularly closely to the needs of business users, the primary users of our software.
Eptica
JANUARY 15, 2016
Date: Friday, January 15, 2016 Insurance, the Internet of Things and customer experience. Published on: January 15, 2016. Author: Derek Lewis As a sector, insurance has already been heavily disrupted by the internet , with the vast majority of policies now researched, bought and renewed online, either directly or through third party aggregator sites.
CSM Magazine
JANUARY 14, 2016
We’ve all had those customers that come looking for an argument when an issue arises. The number one way to win them over? Use empathy. Most of the time, customers simply want someone to genuinely listen to them and understand their perspective. Empathy is the perfect way to do this. Notice I didn’t say sympathy. That can suck you in emotionally and cloud your judgment and resolution skills.
ijgolding
JANUARY 12, 2016
Have you ever been in the situation where you received ‘a bill’, already feeling slightly sick at the thought of having to pay good money for an experience that failed to meet your expectations? It is unlikely that you have never faced the scenario where you paid for a product or service in the early stages of an experience, only to feel ‘short changed’ or ‘extremely disappointed’ by the time you decided to end the very same experience!
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.
C3Centricity
JANUARY 15, 2016
Happy New Year to all C³Centricity Readers! First some exciting news for you. We are updating the Members area of our website, with a whole new look and feel. There will also be more content with a great new series of webinars to watch, and new templates, presentations, case studies and videos for you to review and [.]. The post Best Marketing Quotes of 2015 & their Implications for Your Business appeared first on C3Centricity.
CustomerServ
JANUARY 14, 2016
Let’s get right to the point: PFP (Pay for Performance) is one of the most polarizing acronyms in the contact center industry. PFP pricing models come in many different forms, ranging across all outsourcing disciplines including inbound, outbound, non-voice and beyond. Risk sharing in outsourcing contracts is a good thing. However, I’m not in favor of PFP models that put most (if not all) of the risk on the outsourcer.
CSM Magazine
JANUARY 13, 2016
More and more companies are recognizing just how important a deliberate and intentional customer-focused culture is, but few companies do it well. Here are 12 simple steps to ensure your organization is maximizing this important competitive advantage: 1. Lead By Example: Leaders set the tone and direction. Make customer service a key priority. Make sure your own behaviours are ones you want modeled by your team. 2.
Contact Center Geek
JANUARY 14, 2016
A fellow Nor Cal Contact Center Association steering committee member recently recommended the book "The Effortless Experience" by Matthew Dixon, Nick Toman and Rick DeLisi. I loved it. If you work in a call center, or provide service to customers, this is a must read. The book comes from the Harvard Business Review article, "Stop Trying to Delight Your Customers".
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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.
Amity
JANUARY 13, 2016
Issue 71 - What impact is your Customer Success team having? Your customers are going through a journey with you. Your Customer Success team plays an important role in how they experience the journey. So how do you make sure that your Customer Success team is making the required impact along the way? In this issue of the SaaS Tattler we discuss how to make sure your Customer Success team is making the required impact.
CustomerServ
JANUARY 14, 2016
Let’s get right to the point: PFP (Pay for Performance) is one of the most polarizing acronyms in the contact center industry. PFP pricing models come in many different forms, ranging across all outsourcing disciplines including inbound, outbound, non-voice and beyond. Risk sharing in outsourcing contracts is a good thing. However, I’m not in favor of PFP models that put most (if not all) of the risk on the outsourcer.
LiveChat
JANUARY 14, 2016
Lead Generation is the process of getting the contact information of potential customers. These leads are added to a conversion funnel of a business. If everything goes as planned, they become paying customers. For example, this can be an fly-fishing amateur leaving an email on a fishing store’s website to get a special discount on their products. The basic idea may seem simple, but there are many factors that you need to consider if you want to see your leads convert into customers.
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