Beyond Philosophy
FEBRUARY 24, 2016
Changing your culture is never an easy task. Your culture is the way it is because of the way the organization is. So if you are trying to change it, you are going to have challenges—especially if you forget these three essential steps. Incenting the behavior you want to see. Considering the Employee Experience. Remembering your people need your support.
Steve DiGioia
FEBRUARY 22, 2016
there IS a difference? This original article was written by Steve DiGioia. How do you treat the people that enter your place of business? What do you hope to gain from them? Are you more interested in providing value or to just fatten your wallet? Do you treat them as a $$$ sign or just a one-shot deal? Do you treat them as a burden because you will need to deal with their questions?
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Callminer
FEBRUARY 22, 2016
Contact centers face the constant challenge of maximizing payments while staying up to date with compliance rules and regulations. Here’s how collection analytics can help.
Contact Center Pipeline
FEBRUARY 24, 2016
Some of the best lessons about customer service happen when you are the customer. In my case, I spent 20 years as a loyal client of a certain roadside assistance program. However, my new car purchase came with a subscription to a rival roadside assistance program. Despite that perk, I still considered staying with my […].
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Beyond Philosophy
FEBRUARY 22, 2016
The internet puts a world of knowledge at our fingertips. So it might surprise you to learn that we actually think we know less if we have access to answers online. At least, that’s the finding of a new study. The study divided participants into two groups, one with internet access and one without, and then asked them a series of 100 questions, like “What is the capital of France?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
FEBRUARY 25, 2016
At a recent event in London, CallMiner CTO, Jeff Gallino, shared advice on how best to achieve ROI from Interaction Analytics. He also shared his insights in an interview with CallCentreHelper. Gallino cited three areas to focus on to realize ROI from Interaction Analytics. Compliance – Mitigating risk by analyzing every interaction. This will allow […].
Contact Center Pipeline
FEBRUARY 23, 2016
While many top-performing contact center agents desire opportunities for growth and development, it doesn’t necessarily mean that they’re cut out to be supervisors or coaches. Even so, in many centers promotions are still based on performance. Putting in place a more stringent selection process for supervisors or team leads can help to identify those top […].
Beyond Philosophy
FEBRUARY 25, 2016
As many marketing and public relations consultants, academics, economists, and business writers have observed, today we’re living in a reputation economy, where trust and customer experience – even more than product or service features – are coin of the realm, as real as legal tender. Trust is core to reputation; and customer trust can build or demolish organizations.
Customers That Stick
FEBRUARY 25, 2016
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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
Provide Support
FEBRUARY 24, 2016
10 Do’s and Don’ts of Excellent Customer Service. These days, the phrases “go above and beyond for the best customer service experience”, “the customer is always right” and “the customer is king” have become one of the most cliched and repeated in marketing. Business owners, marketing directors and managers across-the-board keep on being focused on delivering over-the-top customer service experience.
Win the Customer
FEBRUARY 26, 2016
Though it may have risen from some horrible business dealings, the Sarbanes-Oxley Act (SOX) did create transparency regulations that have become part of the corporate culture. As a result, business transparency has taken root, spreading its canopy to cover more than just financial reporting. Its newest seed, brand transparency, is linked to revenue, loyalty and company longevity.
Amity
FEBRUARY 23, 2016
Well, it is, according to far too many companies. Of course, as we learned in The Odyssey, journeys aren’t always a walk in the park; they can be arduous. There is never a guarantee that the high seas will be smooth for the entire duration. There are things that we simply cannot control. However, what about unnecessities? It seems as if some companies are unknowingly setting up roadblocks for customers to painfully plow through or take a lot of time to go around.
Topdown
FEBRUARY 25, 2016
We’ve really expanded our discussion of customer communications management (CCM) and customer experience (CX) lately, so we wanted to add some of the terms we frequently use to the CX and CCM Glossary we published a few months ago. Along with the core terminology used in our industry, we’ve added definitions for terms related to digital asset management, data virtualization and more.
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.
airespring
FEBRUARY 24, 2016
If you work in a call center, then you already know having a feature-rich contact center solution is important. If you’re a manager, you’ll want features to help you manage your agents, and if you’re an agent you’ll want features to make your job easier. With all the contact center solutions out there—and all the features available—there is a LOT of terminology and jargon thrown around.
CSM Magazine
FEBRUARY 25, 2016
The benefits of strong customer relationships are many. Repeat sales, sustainability and growth as well as lower customer acquisition costs are among the reasons why it is important to forge strong bonds with your customers. Let’s look at some of the ways you can improve customer relationships. 1. Build Trust. One of the fundamental ways to build long lasting relationships is trust.
Amity
FEBRUARY 26, 2016
When it comes to conducting any kind of business over the phone or another type of remote communication device, there are always special challenges associated with it. A large part of this has to do with the physical distance between you and your customer. When there are no visual communication channels that are available, it can be quite easy to get disconnected.
Topdown
FEBRUARY 22, 2016
When building out a customer experience management (CXM) software architecture, organizations have to choose solutions from more than one vendor and stitch them together into a platform. In terms of digital experience (DX) delivery, this means different applications that facilitate the customer experience at different touchpoints must be able to share content and data so that the brand’s look and feel, its voice, and its message remain consistent throughout the customer journey.
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.
NICE inContact
FEBRUARY 23, 2016
We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Each year Customer Magazine identifies outstanding achievements within the call center/CRM industry and awards the most innovative customer experience technology solutions. Launched in September 2015, MAX is a dynamic and context-sensitive interface which improves the agent experience with streamlined handling of contact center interactions, across all chan
Eptica
FEBRUARY 26, 2016
Date: Friday, February 26, 2016 How are retailers working to improve customer experience? Published on: February 26, 2016. Author: Robin Tandon Customer experience is important to every industry, but particularly vital for retail. Fierce competition, exacerbated by the rise of ecommerce, means it is increasingly important for retail companies to differentiate themselves.
Amity
FEBRUARY 26, 2016
In last week’s blog post , I talked about the importance of mapping the customer journey to drive adoption and a positive customer experience. This week, I want to focus on how SaaS companies can allocate resources to support the customer journey. This involves determining the resources and skills required to support your customers so they efficiently and successfully embrace your product.
CX Journey
FEBRUARY 23, 2016
Image courtesy of Thomson Data LLC Are you a B2B company struggling with customer experience challenges? When I go to customer experience conferences, B2B companies are under-represented, both in attendees and speakers. When clients look for benchmark data, B2B reports are few and far between. Those are just a few examples of why I wanted to revisit a question I posed in a post I wrote two years ago: If you work for a B2B company, is customer experience still an important focus?
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In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.
C3Centricity
FEBRUARY 23, 2016
A longer post than usual this week, but one that will make you smile, if not laugh out loud! It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver true customer service. I can’t understand why any organisation would still have trouble offering [.]. The post The 7 Essential Differences Between Simply Responding to Customers and Providing True Customer Service appeared first on C3Centricity.
Genroe
FEBRUARY 21, 2016
Customer Success as an idea was (re)born in the software industry in about 2014. This industry is honing the skills and tactics needed to use Customer Success to drive increased revenue and profit. The good news for everyone else is that you can make use of the those skills and approaches to lift revenue and […].
Amity
FEBRUARY 24, 2016
Issue 77 - Customer Success Articles that are Certified Classics (Part 3). How do we decide which articles are Customer Success Classics? Well, to become certified classic, an article must be written well, easy to read, and most importantly, feature great content. We don't take this decision lightly! In this issue of the SaaS Tattler, we continue our list of Customer Success articles that are certified classics.
LiveChat
FEBRUARY 23, 2016
No matter if you’re an entrepreneur running a business or a content specialist who writes about a product on a company’s website, I think it’s extremely important for you to feel comfortable with marketing. I write about it, because many times I’ve heard these people saying: “I don’t like to promote myself.”. If you really have an issue with promoting yourself, it’s best if you stop thinking about it in terms of “marketing” or “self promotion.
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Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.
ForeSee
FEBRUARY 24, 2016
Your customers don’t stick to one contact channel. Neither can your customer experience analytics. That’s why T-Mobile partners with ForeSee to capture Voice of Customer across its web, mobile and. The post Case Study: ForeSee Connects T-Mobile to Multichannel Voice of Customer appeared first on ForeSee.
Natalie Petouhof
FEBRUARY 24, 2016
Tweet These are significant times when IT innovation will shape not only our business but the future of our world. Start-ups and new age companies are a leading source of innovation beyond many companies own internal initiatives. In early 2015, as part of Infosys Renew-New strategy they established a $500million Infosys Innovation fund. It was mentioned that the capital will be used to invest in companies across the globe innovating in areas such as AI, Automation, Internet of Things, Collabora
Calabrio
FEBRUARY 24, 2016
Last month, Adobe Marketing VP, John Travis, shared insights from Adobe’s 2016 Digital Trends report, including which opportunities businesses are most excited about this year. The number one response? Customer Experience. “In 2014, it emerged as a top priority for marketers. In 2015, it gained momentum. Now, in 2016, it’s so important, it pulls other priorities into its orbit,” explained Travis, drawing parallel between customer experience and the sun.
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