Beyond Philosophy
FEBRUARY 15, 2016
Everyone wants your Customers’ attention. These bids for attention surround us, in the form of advertisements to street signs to the clothes people wear or, in some cases, don’t wear! These ubiquitous pleas for attention can be overwhelming and crowd out your bid for your Customers’ attention. So it’s up to you to cut through the clutter and reach them.
Callminer
FEBRUARY 16, 2016
It’s helpful to review speech analytics definitions to determine the right solution for your business’ individual needs. Here’s what the experts have to say.
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Steve DiGioia
FEBRUARY 15, 2016
doesn't the buck stop with you? This original article was written by Steve DiGioia. We hire those we expect to help us get better. We want them to be the front line of our business. We put our trust in their efforts to do what is “right” for our customers. But then we fail them … The problems start right at the “orientation phase” Who takes the new employee and immerses them in the “culture of the business”?
Contact Center Pipeline
FEBRUARY 18, 2016
If your livelihood depends on the sales or service of WFM technology, calm down. Despite the title of this article, your occupation is safe. WFM systems are valuable tools and will continue to play an important role in contact centers well into the future. In fact, given the strategy to branch out and serve related […].
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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.
Beyond Philosophy
FEBRUARY 17, 2016
Conventional wisdom says that a product priced at $99.99 will seem less expensive than a product priced at $100. Researchers have also found that a precise price, like $99.37, is more believable and appears to offer a greater value than a round price like $100. Based on this, you might conclude that round prices – the ones that end in zeros – are always a bad idea.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Bill Quiseng
FEBRUARY 15, 2016
Recently in a LinkedIn group, one of the members asked the following question: “The global economy is slowing down, but you’ve been asked to do the impossible: Control costs AND improve customer service experience. How can you do it?” While I commented within the group, LinkedIn limited the space allowed for the response so I wanted to elaborate here.
Contact Center Pipeline
FEBRUARY 17, 2016
As companies make decisions about sourcing for new contact center technology, a crucial question to answer is whether to pursue “best-of-breed” (BoB) solutions or solutions that are part of a “suite.” Acquisition, innovation and expansion among technology vendors has made sourcing distinctions increasingly complex. With IT departments facing resource constraints and contact center operations desiring […].
Win the Customer
FEBRUARY 13, 2016
To innovate and get ahead of competitors and market trends, it’s critical for customer experience leaders to continually evaluate their vision of customer experience and perceive potential technologies that could accelerate the ability to deliver exceptional service experiences. At a recent Opticon conference, Mary Hamilton, Managing Director of Accenture Technology Labs , described the near future where our offerings could be enhanced by sensors, supported by data, and automated to deliv
PeopleMetrics
FEBRUARY 15, 2016
Improvement is a relative concept. To improve, a thing must be measurably better than it once was. For example, this morning, I felt fatigued. And a coffee (or seven) improved my energy level so much I can now bench press a Honda Odyssey. It's nice to experience such clarity in cause and effect: my taking an action (i.e., drinking coffee) led to an improvement (i.e., a minivan-chucking amount of energy).
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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
Amity
FEBRUARY 16, 2016
As an evangelist for Customer Success, it’s in my nature to be curious. Learning the Why, How, and What of this dynamic discipline is vital, but the more I learned the more I realized there was something much deeper at stake. I started to realize that many of the most important characteristics of effective Customer Success teams are not unique: they’ve already been discussed in relation to other business functions.
Contact Center Pipeline
FEBRUARY 16, 2016
Contact center leaders with the ability to embrace change and align functions across the enterprise play a key role in driving customer-centric change. But, no matter how strong your change strategy seems to start out of the gates, you need to incorporate it into ongoing events and procedures to ensure that it doesn’t lose momentum—and […].
Kristina Evey
FEBRUARY 17, 2016
Understand WHY Customers Remain Loyal to Your Company. Improving customer service and profits… many companies make this so very complicated. Once you realize that you can design service into your processes, it makes much more sense. The magic happens when you’ve committed to the mindset and process required. Here are a few strategies to get you started… Make sure that you learn and USE your customer’s names at least once during your conversations.
Up Your Service
FEBRUARY 14, 2016
Organizations driving change face a common problem. Internal communications lose momentum over time. While initial launch communications are strong and creative, ongoing communications may get less and less attention. This can derail your progress for change just when new and powerful messages are needed most. Building fresh support for a long-term service culture change requires vigilance and persistent effort.
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.
Amity
FEBRUARY 16, 2016
What’s the key to success for SaaS companies? It’s happy customers who receive a lot of value from your service. Here’s the thing about creating happy customers: you need to start building the relationship as soon as customers walk in the door. And the best way to make that happen is developing a customer journey. What is a customer journey?
Win the Customer
FEBRUARY 18, 2016
While self-awareness is vital for customer experience, it is only by knowing where your limits are that you can build the strongest customer service teams. In just about any profession, at virtually all levels, a healthy amount of self-reflection is necessary, especially if it leads to self-improvement. Certainly, in many cases, it is sensible for a person to assess where their particular strengths and weaknesses lie, and work to improve upon those weak points.
Eptica
FEBRUARY 17, 2016
Date: Wednesday, February 17, 2016 5 ways to successfully deal with angry customers. Published on: February 17, 2016. Author: Pauline Ashenden Given the complexity of business today and the rising expectations of consumers, most organizations will be on the receiving end of customer complaints. It could be down to a problem with an order, overcharging, or a complete failure to provide services, such as when a telco’s network goes down.
CSM Magazine
FEBRUARY 19, 2016
Your customers are not loyal. The truth is that 75% of your customers would gladly do business with the competition—because companies have not created the emotional connection that creates customer loyalty and advocacy. In my experience, getting a customer to return depends on more than simple satisfaction. It depends on giving the customer a reason to come back.
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!
Amity
FEBRUARY 18, 2016
Any well-established business knows that it needs honest feedback from its customers in order for it to properly evaluate how well its clients’ needs are being met. Customer satisfaction is, after all, the secret to success. Therefore, the use of customer surveys is integral as the data and results delivered allows you to implement plans that are guaranteed to work.
GetFeedback
FEBRUARY 16, 2016
To collect valuable feedback, you have to ask for it the right way. Before you send online surveys, check these to-dos off your list.
Topdown
FEBRUARY 17, 2016
MarketingLand published an interesting article by Barry Levine, “ MarTech Maven Scott Brinker: The Adobes and the Oracles Missed the Opportunity.” The author summarizes marketing technology leader Scott Brinker’s take on the big marketing-focused digital experience (DX) delivery platform vendors. For Brinker, even the largest DX vendors have not succeeded in bringing a true end-to-end DX solution to the market, and they may never be able to do so.
ijgolding
FEBRUARY 17, 2016
It is with great pleasure that I enter my second calendar year as a CustomerThink Advisor. This year the focus of my exclusive column is evolving – from a generic view of the importance of doing the right thing, for customers and employees to a more specific focus on skills. In 2016, this column will feature thoughts, guidance and inspiration on how to build skills for Customer Experience LEADERSHIP – I very much hope you will enjoy reading them as much as I will enjoy writing them!
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.
Natalie Petouhof
FEBRUARY 17, 2016
Tweet This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. Customer Care as a cost center is an unfounded p aradigm. In fact, executives have long thought of customer service or customer care as a cost center. However, this paradigm is and has always been false. Executives and managers know their businesses thrive on happy, satisfied customers and they understand the value of great customer service and customer experiences.
NICE inContact
FEBRUARY 16, 2016
A few short decades ago handling the daily communications and operations of the workplace was completely different. Transmitting a file meant waiting on a fax to slowly transcribe an original paper document on the sender’s side to a flimsy, waxy roll of paper on the receiver’s end. If you wanted to meet with a team on the other side of the country, you booked flights, accommodations, and local transportation to get all the attendees in the same room.
Andrew Mcfarland
FEBRUARY 16, 2016
What would you think if a company you did business with said cutting 2,000 customer service jobs would have NO impact on the service they provided? My 1st reaction was – you’re crazy! Cuts of this magnitude (about 6% of.
Provide Support
FEBRUARY 16, 2016
In today’s blog I would like to speak about efficiency in customer service, to look at this subject from personal experience. I think this is the question that naturally rises within when you understand your full responsibility for your work, for how you and your customers are going to experience it and what results you are going to produce. When you start noticing your inefficiencies and honestly acknowledge them, at the same time you begin to ask yourself, how do I make myself more efficient?
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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.
LiveChat
FEBRUARY 17, 2016
No matter how extraordinary a service you provide, somewhere along the way you will meet difficult customers. We know something about it. Difficult customers are as inevitable as a cold and rainy autumn after a nice and warm summer. You just have to deal with it, best by preparing your mindset for it. There are two ways to think about difficult customers.
CX Journey
FEBRUARY 16, 2016
Image courtesy of claustral I originally wrote today's post for Intradiem. It was published on their blog on September 17, 2015. Are you following the herd or defining your own path to success? In business and in life, there's this crazy notion of the herd mentality. What is it? According to Wikipedia : herd mentality, or mob mentality, describes how people are influenced by their peers to adopt certain behaviors, follow trends, and/or purchase items.
ForeSee
FEBRUARY 19, 2016
$75 for shaving cream? You bet! And I didn’t think twice about it. This was a big moment for me, one who refuses to pay full price for anything. How. The post Retail Customer Experience Trendsetters | The Art of Shaving appeared first on ForeSee.
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