Steve DiGioia
APRIL 18, 2016
This original article was written by Steve DiGioia. You chase after your customers, hoping to be liked so they buy your product. In your eyes they can’t do anything wrong, you bend over backwards and give freebies to these blood sucking customers of yours. And still they complain. They do more than just complain, they make a scene in front of other customers or yell for a “manager” for no apparent reason.
Peter Lavers
APRIL 22, 2016
We’re delighted to announce that Peter Lavers, has been voted as TOP CRM & Marketing Expert to stalk on BellyCard’s Top 40 CRM Loyalty Marketing Experts. Click here to view the list. The post Top CRM & Marketing Expert to Stalk on Twitter appeared first on Think CX.
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Contact Center Pipeline
APRIL 21, 2016
As a channel, outbound occupies a somewhat quiet place in our industry. Total volume is lower than inbound for most of us, and its long and somewhat storied telemarketing past makes it far less “sexy” than newer options like video, social media and chat. Based on the lack of attention, it is easy to view […].
Kayako
APRIL 21, 2016
This is a guest post by Owen Enaohwo of Sweet Process. Are you looking to develop trust with your support team? Without this trust, they will not be able to perform at their highest level. By creating documented procedures for them, you can build this trust and achieve consistent results. Even if your team members have previous experience in customer support, letting them improvise their day-to-day work can be dangerous.
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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.
ijgolding
APRIL 19, 2016
There are a number of things that comprise the characteristics of great Customer Centric leaders – courage; vision; passion; authenticity; humility; belief; are just some of them. I am sure you can think of more as well. There is no doubt that I could write about each one in turn! However, one further characteristic always springs to mind almost immediately when I am asked – I happen to think that it is perhaps the most important characteristic of all – the characteristic of PERSISTENCE.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Contact Center Pipeline
APRIL 20, 2016
Trust is the most critical factor when it comes to choosing an online backup service. Customers rely on the provider’s solutions to protect their digital lives, so their expectations are understandably high for performance, reliability and security. But the key to customer confidence lies with the human factor. Each interaction with the company’s customer-facing staff […].
Calabrio
APRIL 20, 2016
When you close your eyes and imagine a contact center, what do you see? Is it a dim and dusty room filled with rows of headset wearing agents, half-heartedly responding to customer complaints? Or, is it a buzzing and dynamic environment equipped with 21 st century customer engagement and analytics technology that empowers businesses to predict customer needs?
Kayako
APRIL 18, 2016
After our recent success with Elevate Summit in Austin, TX. We’re delighted to announce that Elevate Summit will be coming to London! As with Austin, we promise great speakers, the most innovative customer support topics and the chance to talk and learn with all attendees (and there’s always an after party!). We can proudly present to you talks from Buffer , TalkDesk , Smooch and many more that are being confirmed every day.
Topdown
APRIL 19, 2016
In a recent article for Forbes, Micah Solomon makes the case that “ A Customer Experience Is a Story, Not Just a Long, Boring List of Touchpoints.” He points out that customers don’t experience a brand in a linear, equally weighted series of interactions, but rather as a developing story they tell themselves, with extreme weight given to those experiences at the beginning and end of the relationship with the brand, along with a few exceptionally positive or negative interactions along the way.
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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
Contact Center Pipeline
APRIL 19, 2016
What is a common issue that prevents organizations from realizing the full value of their contact center technology investment? Usually, when a new contact center solution is deployed, all of the tools are made available by the go-live date. In this type of scenario, end-users (i.e., contact center management) are typically trained on how to […].
ForeSee
APRIL 19, 2016
Finding areas of your website that prevent customers from having an enjoyable experience can prove to be quite a difficult task. That could leave you with lower sales, less repeat. The post Identify CX problems faster with ForeSee’s updated Feedback app appeared first on ForeSee.
Eptica
APRIL 22, 2016
Date: Friday, April 22, 2016 Chatbots and customer service. Published on: April 22, 2016. Author: James Gladwish People now spend more time online on their smartphones rather than on their PCs or laptops. This is fundamentally reshaping how individuals have conversations with brands – they now have the ability to get in touch at any time, wherever they are, and they expect a fast response.
CX Journey
APRIL 19, 2016
Have you put the spotlight on the employee experience at your company? I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience. Sadly, many companies still aren't focusing on the employee experience.
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.
C3Centricity
APRIL 17, 2016
It’s been a couple of years since I shared a post on infographics, so I think we’re due for a fun and useful update, no? I have searched the web and come out with the best infographics I can find on marketing. In usual C³Centricity style, I also give you some ideas on how to implement [.]. The post Today’s Most Stunningly Useful Marketing Infographics appeared first on C3Centricity.
aircall
APRIL 22, 2016
For many companies and organisations , call centres are at the heart of customer experience. Managers need to benchmark and establish which call center KPIs are worth tracking. There are a wide variety of call center KPIs (key performance indicatiors) that can be tracked, measured, and optimized. Depending on your type of business, we’ve broke down some of the most valuable types of call center KPIs worth monitoring.
Eptica
APRIL 18, 2016
Date: Monday, April 18, 2016 Hanging on for telecoms customer service. Published on: April 18, 2016. Author: Pauline Ashenden In the past telecoms has gained a reputation for poor customer service. There are a number of reasons behind this: Complex service/billing plans, that can be difficult for consumers to understand Advanced technology with many components, all of which can potentially cause problems Downward pricing pressure caused by increasing competition Consolidation of services as oper
Andrew Mcfarland
APRIL 20, 2016
I am normally a BIG fan of the Harvard Business Review but their premature calls for subscription renewals have earned them a spot on my “pet peeves” list. The timeline looks like this: Nov 2015 – Pay for 12 issue subscription.
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!
Provide Support
APRIL 20, 2016
How to Build a World-Class Customer Service Team. Coming together is a beginning. Keeping together is progress. Working together is success — Henry Ford. What are the most important factors contributing to customer service team success? Are there any secret ingredients, tips or strategies world’s leading customer service teams run on? What are the traits top high-performing customer service teams have in common?
LiveChat
APRIL 20, 2016
Churn rate is one of the defining metrics for any subscription-based business. Keeping an eye on your churn is the easiest way to check if your customers are happy with what they are getting. Even though it’s not the only tool that will help you monitor your business, it’s one of the more reliable ones. As soon as something goes wrong, your churn will reflect that.
Talkdesk
APRIL 20, 2016
Automated workflows have become a mainstay in business software. Companies from all industries use them in a variety of ways, for a variety of purposes. They have been lauded as almost silver bullets for improving efficiency. So what’s behind all the hype? In this post, we’ll explore automated workflows, with a particular emphasis on their application to modern call centers.
Avaya
APRIL 18, 2016
Back when Avaya Aura Communication Manager 5.2 was released, I recall reading about this new capability called Split Registration Prevention Feature (SRPF). Although I studied the documentation, it wasn’t until I read Timothy Kaye’s presentation (Session 717: SIP and Business Continuity Considerations: Optimizing Avaya Aura SIP Trunk Configurations Using PE ) from the 2014 IAUG convention in Dallas that I fully understood its implications.
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.
OvniSource - Ovniblog
APRIL 20, 2016
The 8th Annual Meeting of the OnviSource Equipment Owners Association was held in Dallas, Texas, April 4 – 6, 2016. This year’s theme was Transform Your Telephone Answering Service. Day One The Annual Meeting started off with a presentation from OEO member Danny Koester, followed by an open forum discussion among the OnviSource team and […].
COPC
APRIL 19, 2016
This is the fourth post in our blog series called, “Five Changes to Your Quality Program That Can Dramatically Improve Customer Satisfaction.”. With each post in the series, we will examine one of five fundamental changes we recommend you make to your quality program. These are proven approaches to ensure your quality program is truly customer focused.
Natalie Petouhof
APRIL 18, 2016
Tweet We expect perhaps Apple to always creating the next device. But Apple is up to more than that. They take the same innovative approach to the environment that they do with their products. They are creating new solar energy projects to reduce our carbon footprint. And they are switching to greener materials to create safer products and manufacturing processes.
CX Journey
APRIL 21, 2016
Image courtesy of Juju Insipired What customer experience challenges are you facing this year? Even though 2016 is already a third of the way over, I thought it would be interesting to share some findings about key customer experience challenges that have been identified for this year. Sadly, they are really not much different from what we've heard in recent years.
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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.
Customer Interactions
APRIL 21, 2016
Our #CX Buzz roundup just gets better and better each week, made possible by the extraordinarily good content our featured authors keep putting out. Don’t miss Kim Niemi on creating memorable CX in CMSwire.com; Chris Ward [@mycustomer.com] with a review of Forrester’s ‘State of Loyalty’ report; Jeanne Bliss on how to say sorry; Technologyreview.
LiveChat
APRIL 18, 2016
Digital marketing without content marketing is like a car which is running out of gas. It won’t get you very far. Content marketing is a big part of creating relationships with customers, branding your company, getting noticed and remembered. It’s the reason your customers come back to your website. They read your blog, the knowledge base or case studies.
Verint
APRIL 20, 2016
Knowledge Management (KM) is a core business competency: a way of thinking, acting and learning focused on knowledge creation, maturation and re-use. As such, the development and evolution of KM requires a combination of individual development, cultural change and organizational practices. The deployment of a knowledge base, while often the catalyst and focus for renewed focus on KM, is only a framework to enable a new set of practices.
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