Beyond Philosophy
MARCH 29, 2016
It’s an old adage but it’s true: people like to do business with those they know, like and trust. Businesses spend a lot of money and energy chasing that trust through marketing campaigns and slogans. Insurer State Farm advertises that it’s “like a good neighbor,” while one of my local car dealerships runs newspaper ads that say “doing business with integrity for over 59 years!”.
Callminer
MARCH 30, 2016
Having the right call center performance metrics in place can improve agent performance and the overall customer experience. Learn how.
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Bill Quiseng
MARCH 28, 2016
This week’s blog post is contributed by a very special guest, actually more like a guest star, Nancy Friedman , better known as “The Telephone Doctor.” The author of the recently published book, Customer Service (finally) Defined – Ideas, Tips, techniques & Skills You Can Use Now and Forever , and eight other books, Nancy is simply one of the best keynote speakers on customer service.
Contact Center Pipeline
MARCH 31, 2016
Our most-read blog post in March was Kathleen Peterson’s insightful look back at McKinsey & Company’s decade-old research into the impact of Moments of Truth on customer loyalty, and its relevancy in today’s multichannel environment. Other topics of interest to our readers included four pointers on how to extend the value of QM programs; tactics […].
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.
Beyond Philosophy
MARCH 28, 2016
There is a hidden experience every Customer has with you. If you haven’t uncovered what it is, then you are probably making a huge mistake with your Customer Experience. Chances are, you are making more than one. Don’t feel bad. When it comes to having a great Customer Experience, all organizations have made mistakes. It’s normal for this to happen.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Amity
MARCH 31, 2016
I started my career on Wall Street where I spent several years thinking about how to build balanced portfolios of financial securities. One important lesson I learned early on is that the right mix of stocks, bonds, real estate, and other assets is the difference between average and stellar returns. Put differently, the most thoughtfully constructed portfolios generally produce the best return on investment.
Contact Center Pipeline
MARCH 30, 2016
Despite the growing significance placed on analytics skills and a multichannel orientation for contact center leadership, as well as high demand for management and senior-level executives due to reshoring, findings from TeleManagement Search’s 2016 annual salary report revealed that base salaries for these functions have remained relatively flat, says Connie Caroli, president of the national […].
Beyond Philosophy
MARCH 29, 2016
It’s an old adage but it’s true: people like to do business with those they know, like and trust. Businesses spend a lot of money and energy chasing that trust through marketing campaigns and slogans. Insurer State Farm advertises that it’s “like a good neighbor,” while one of my local car dealerships runs newspaper ads that say “doing business with integrity for over 59 years!”.
Vonage
APRIL 1, 2016
Here’s a simple formula that encompasses what it takes to a successful customer experience: systems and smiles. I offer this in gentle contrast to the customer service philosopher Carl Sewell, who years ago proposed that it’s ‘‘systems, not smiles’’ that matter in pleasing customers. Sewell explained his point as follows: If the food in a restaurant is lousy, no matter how much the staff smiles and apologizes for it, you’ll likely not eat there again.
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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
MARCH 29, 2016
What’s the secret to great customer success? It starts with great customers – the ones that realize true value from your solution, provide invaluable product feedback and are the most vocal advocates. Customers don’t usually start out like this by definition. Customer success plays an integral role in making them “great” by employing a great customer success mindset with 4 predominant traits.
Contact Center Pipeline
MARCH 29, 2016
As an industry, we have much to offer our communities and the global world of business. Our leadership in customer service practices and technology is a cornerstone of our value portfolio, but it is by no means all we offer. Employment, and lots of it, is another example of a benefit tied to contact centers. […].
Win the Customer
MARCH 31, 2016
As the threat of being breached increases, it becomes more imperative for companies to take precautions to protect their customers and their business. Home Depot has agreed to pay $19.5 million as compensation for a 2014 consumer data breach that affected over 50 million cardholders, including $13 million in reimbursement and $6.5 million for identity protection services.
Vonage
MARCH 29, 2016
I read a surprising statistic recently. It said that four in 10 senior executives in large companies don’t know the lifetime value of their customers. According to MarketingCharts, Forbes and Sitecore conducted a study of 312 senior executives in North American companies and learned that not only did they not know the financial value of their customers, more than half had no plans to find out.
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.
Amity
MARCH 29, 2016
Managers intuitively recognize new customer relationships should start on a positive note. Their instincts are well-founded. Creating a beneficial customer experience, especially at the very beginning, pays dividends. A study of customer satisfaction and churn in the cellular phone industry several years ago found: Negative experiences at the outset are a major factor in short-term customer exits.
Rudy Vidal Consulting
MARCH 31, 2016
If you discover problems in execution that affect your customers, do you keep them to yourself? Or do you come clean to your customers? My partner Emily likes a particular soap and cleaning product that is advertised as non-irritating, plant-based, and without synthetic ingredients. Recently, though, when she tried to order more, she found the company had taken it off the market.
Topdown
MARCH 30, 2016
Customer experience (CX) is the new battlefield that enterprises must fight on to remain competitive. However, organizations continue to underestimate the challenge setting up a CX management strategy, plan and infrastructure represents.
Eptica
MARCH 31, 2016
Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Published on: March 31, 2016. Author: Dharmesh Ghedia With an increasing amount of our time spent online, company websites are now more often than not the first port of call for consumers looking for information from brands. Being able to find answers to their questions quickly is therefore a vital part of the customer experience.
Advertiser: ZoomInfo
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Avaya
MARCH 28, 2016
A brief snapshot of the current state of technology in 2016: 3.5 billion people are online and collectively their traffic is measured in zettabytes. 3.4 billion new devices are expected to be sold—joining what Gartner estimates will be 6.4 billion Internet-connected “things” in use this year, and 20.8 billion in use by 2020. It’s a similar, albeit smaller-scale, story of technology growth inside the enterprise, where cloud applications, mobile solutions, smaller IT teams and “sweated” assets are
LiveChat
MARCH 30, 2016
People write about great customer service all the time. Awesome support here, excellent customer service there. Don’t you think it’s pretty boring ? I mean, I understand that a while ago it was trendy to raise customer service to a higher level, but it’s 2016, nearly every company has a fantastic customer service. Is it something that we should be aspiring to?
Topdown
MARCH 31, 2016
This is the first of a four-part series exploring in more detail the ideas presented in Four Surprising Pitfalls in the Way of Great Customer Experience.
Nimble
MARCH 29, 2016
There are many qualities that come together to create a fantastic customer support representative: Empathy, Creativity, and Friendliness, just to name a few! One of the top qualities one must possess to consistently deliver a great customer experience is knowledge of the product your users will be making a part of their daily lives. Use [.].
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.
Avaya
MARCH 29, 2016
My recent articles have explored how Port Networks and H.248 Media Gateways invoke the survivable modes of Avaya Aura Communication Manager (CM). In this article, I describe how the newest actor, Avaya Aura Media Server (AAMS) can also activate a CM-Survivable Core (fka Enterprise Survivable Server) and CM-Survivable Remote (fka Local Survivable Processor).
Rudy Vidal Consulting
MARCH 31, 2016
If you discover problems in execution that affect your customers, do you keep them to yourself? Or do you come clean to your customers? My partner Emily likes a particular soap and cleaning product that is advertised as non-irritating, plant-based, and without synthetic ingredients. Recently, though, when she tried to order more, she found the company had taken it off the market.
Natalie Petouhof
MARCH 29, 2016
Tweet Data as a Disrupter: The Adobe Summit was fantastic. The opening keynotes gave us insight into some of the new products and innovations. What’s clear is that digital disruption means taking all the data that can be collected about customers, using that voice of the customer data and making better business decisions. The idea of “know me,” “respect me,” and “speak in one voice” all create the experience.
CX Journey
MARCH 29, 2016
Image courtesy of Tricia h c We have tons of data. But do we understand what it's telling us, what it means? Knowledge without understanding is useless. You've heard me write/say it before: You can't transform something you don't understand. Do you understand your customers' needs, expectations, the jobs they're trying to do, and their desired outcomes?
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In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options. Social platforms are now becoming mainstream contact center channels. Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.
Uniphore
MARCH 28, 2016
In December, I had 100+ interactions with 2 different airlines as I tried to track 5 pieces of family luggage that had gone missing during an international trip. As I told my story, over and over again, oh how I wished that the airlines and agents involved had a sense of my customer journey and were able to pick up from the last call and not start all over.
LiveChat
MARCH 29, 2016
I think it’s impossible to have a successful business without promoting your product or service. I also believe that everyone being part of a company can contribute to a company’s word of mouth marketing. No matter if they’re customer service agents or a graphic designer. I’m also certain that a great product and excellent service are the foundation of positive customers’ recommendations.
Customer Interactions
MARCH 30, 2016
“Social Customer Care, Isn’t it Time?” Was the theme of a recent NICE guest blog post by Donna Fluss, President at DMG Consulting LLC. Apparently so! If the content featured in this week’s CMO Perspectives blog is anything to go by. Find out what Ashley Zeckman [Toprankblog.
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