Beyond Philosophy
JANUARY 25, 2016
In this series, professionals describe the skills they’re building this year. Read the stories here , then write your own (use #SkillsGap in the body of your post). There is a major skill most organizations lack: Customer centricity. But if you want to remain competitive in today’s economic climate, putting the focus on Customers is imperative to your bottom line.
Callminer
JANUARY 26, 2016
As recent research shows, the U.S. call center industry is alive and well. According to the data, the industry saw a total of 22,265 new positions added in Q3 2015, minus 5,678 jobs that were cut due to force reductions and closures. What this means is there’s an imperative for call centers to drive operational performance excellence […]. The post 11 Call Center Best Practices You Need to Be Doing Right Now appeared first on CallMiner.
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Steve DiGioia
JANUARY 25, 2016
how well did you do in Part 1? This original article was written by Steve DiGioia. Did you ask your employees any of the questions in. You must have the perfect department then, the perfect employees and have nothing to gain by this exercise, so don’t bother with Part 2 – stop reading now. Go back to your cubicle and read the paper. Check on your budget, read your emails, do anything but improve.
Contact Center Pipeline
JANUARY 28, 2016
People management was at the top of the Pipeline reading list in January. The most-read posts for the month offered tips to help frontline staff shine in 2016; New Year’s resolutions for managers to engage staff, improve the center’s performance and enhance their own skills; advice for leading your millennial agents; pointers for developing a […].
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Beyond Philosophy
JANUARY 27, 2016
More often these days we get calls at our headquarters with Customer Experience champions wondering what happened to the huge gains in their Customer Experience metrics they used to get. The problem is many of them have implemented Customer Experience measures, had great improvements to metrics like their Net Promoter Scores, and then watched the score plateau.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Joe Rawlinson
JANUARY 27, 2016
With a saturation of marketing and advertising, companies rely more on consumer emotions to sell a product. Between television, radio and the Internet, there are a lot of mediums to lose a message. But these four emotions and strategies are key ways to engage new customers in 2016. Sentimental Marketing. If you took the early Betty Crocker commercials of the 1950s and compared them to advertising in 2015, the differences would be night and day.
Contact Center Pipeline
JANUARY 27, 2016
How do you begin to translate your company’s brand promise into actions that your frontline agents can carry out? One of the key strategic questions to ask your executive team is, what is the experience that we’re trying to deliver? “It is quite surprising, but most organizations can’t articulate that,” says Colin Shaw, founder and […].
PeopleMetrics
JANUARY 28, 2016
For all its promise, and all its hype, big data has always had one inherent problem. You see, big data is. well, big. And when you're facing something big, you may find it overwhelming. And when you find something overwhelming, you may find yourself in the fetal position. But let’s get you off that cold linoleum floor and discuss how to best use customer feedback.
Win the Customer
JANUARY 25, 2016
Mastering CX initiatives requires professionals who wear multiple hats as they consider the needs of their organization and the success factors of CX programs. The Six Thinking Hats technique of Edward de Bono is a model that can be used for exploring different perspectives towards a complex situation or challenge. Seeing things in various ways is often a good idea in strategy formation or complex decision-making processes.
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.
Topdown
JANUARY 26, 2016
In customer experience management, there’s little dispute that the customer comes first. Everything you do should serve the customer’s needs and improve his or her experience with your brand, products and services in some way. Why? Because satisfied customers are loyal customers who buy again and spread positive word of mouth about your brand, which is the most valuable kind of marketing in our modern connected marketplace.
Contact Center Pipeline
JANUARY 26, 2016
“Plan it, prove it.” I say those words to every client. To me, they define the role of WFM in the contact center. It is my vision of how WFM should work and what WFMers (that’s my term for Workforce management professionals) should focus on every day. The WFM function sits in an uncomfortable position […].
Amity
JANUARY 27, 2016
Smaller companies always lack customer recognition when compared to larger, established companies. Therefore, lesser known companies need to constantly fight to gain that competitive edge, which can be achieved through stellar customer satisfaction. This relies on knowing what issues may appear and responding to them promptly. Achieving great customer satisfaction is a healthy way to grow a business.
Vonage
JANUARY 27, 2016
I am regularly amazed by brand new facilities that are obviously user-unfriendly. Huge investments of time and money…but who are they designing it for?!If you want to improve customer service quality, every decision needs to be made with clients in mind. A new airport in the Middle East is an impressive and expensive building. It’s huge, packed with stainless steel and halogen lights and lots of fancy gold.
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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.
ijgolding
JANUARY 27, 2016
I consider myself remarkably fortunate to do the things I do. One of the great pleasures of interacting with so many organisations is that I get to meet some amazing people… some amazing leaders. Many of you will have heard or read about my Grandma – Pauline Golding. Those of you who have not, you can read about this amazing lady here! The story led to me meeting the man responsible for Customer Experience at McDonalds in the UK.
Topdown
JANUARY 23, 2016
In 2015, StackEngine sponsored a survey, conducted by VMblog.com and CloudCow.com on Docker container adoption, traction, challenges and usage. StackEngine summarized their key findings in a nifty infographic they shared on their blog. Full results of the survey are also available to download as well.
Kayako
JANUARY 28, 2016
Working on the frontline of a support team is a huge responsibility, and a very varied role. It involves dealing with lots of aspects of the customer experience, from customer interactions and resolving queries, through to working with the product team on useful feedback. Often in support, the pressure is on – how can you and your team achieve the best customer experience possible?
GetFeedback
JANUARY 26, 2016
Learn about the 10 most common survey mistakes and how to avoid them to ensure your survey gets you number and quality of responses you need.
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!
ijgolding
JANUARY 26, 2016
Over the last 22 years – yes I am that old – I have sat through an immeasurable number of business meetings. Team meetings; leadership meetings; board meetings (or should I say bored meetings); entire company meetings. I have to say, when I was a child, I was fascinated by the ‘mystique’ of the very word. I will never forget phoning my dad at work, only to be told he was ‘in a meeting’ – this seemed to be a pretty regular occurrence.
Eptica
JANUARY 29, 2016
Date: Friday, January 29, 2016 Customer service lessons from the hotel sector. Published on: January 29, 2016. Author: James Gladwish Since the days of coaching inns, providers of accommodation have had to focus on delivering the right customer experience to their guests. Constant competition and travelers sharing their feedback with those they encountered meant that inns could quickly gain a good reputation – or lose it just as swiftly if standards slipped.
Kayako
JANUARY 28, 2016
Here at Kayako we’ve spent the last 14 years giving people the tools they need to support their customers. Now we’re taking things a step further. I’m delighted to announce that Kayako is now a co-producer of Elevate Summit , the new name for UserConf: the biggest conference for customer support and success professionals. We’re joining forces with CoSupport to make it bigger, better and more global than ever before.
CX Journey
JANUARY 28, 2016
Image courtesy of Dell's Official Flickr Page I love talking about the customer experience; I could sit for days, answering questions and discussing the finer points of this topic. So, as you can imagine, I was honored when Paolo Fabrizio asked me to be a guest on his Social Antipasti podcast series to answer some of his questions about customer 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.
airespring
JANUARY 26, 2016
Despite the surging popularity of social media and text messaging, traditional phone interactions are still occurring by the billions when it comes to B2C interactions. The number of phone calls made from a mobile device to a business each year has increased steadily. Last year, an estimated 77 billion calls were made to businesses from mobile devices.
NICE inContact
JANUARY 26, 2016
The ability to provide an excellent customer service experience is a key differentiator in today’s Era of the Customer for businesses of any size and every vertical market. However, according to a recently released report by Harvard Business Review , where 92% of US based respondents were from organizations with more than 1000 employees, nearly half indicated that improving the customer experience was indicated as either one or two in level of priority.
Natalie Petouhof
JANUARY 29, 2016
Tweet I remember back in 2008-2009 being asked whether social / digital / communities had any business value. To me it was instinctively obvious, but I got that it was not obvious to others. In wanting others to see what I saw, I started down the road of creating ROI models for digital / social / online communities. Now many years later, I am hearing the same question so I revisited the topic in some new research, ROI of Online Cloud Communities.
Provide Support
JANUARY 27, 2016
Professional But Human Communication in Live Chat: How Not to Sound Like a Robot. The more we apply technology, the more we need human interaction. This great observation was made by our blog reader, Theresa, as she commented on the article 3 Factors Driving Customer Satisfaction the Most in Customer Service. Yes, indeed. In the age when technology rules, natural human communication still matters a lot.
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.
LiveChat
JANUARY 28, 2016
You know what people say: when you put too much time into something and there’s no result you should give up and that it’s better to move on to something else because otherwise it’s just a waste of your time. Well, not in sales. Most people don’t succeed because they give up too quick. I have a few theories about why this happens but before I get into that, let me tell you a little bit about my own experience with sales.
CSM Magazine
JANUARY 29, 2016
Research suggests that service providers are not doing enough to listen to and understand the needs of their customers. Nearly one in three (29 per cent) Britons say that they would rather fill out their annual tax return, scrub their toilet, or sit in a traffic jam on a hot, sunny day than have to deal with their service provider’s customer service team, according to research conducted by Redshift research.
Whitepages Pro
JANUARY 25, 2016
As a professional data buyer at Whitepages, there are a number of things I look for when researching and evaluating a new data source for one of our products. The specifics may vary based on the type of product, data source, or use case, but there tend to be consistent characteristics I always want to see. Many of these traits are things I have learned over the years through countless conversations, evaluations, contract negotiations and integrations.
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