Beyond Philosophy

MAY 18, 2016

When Macy’s cut its sales and profit expectations this week, some analysts blamed consumer spending patterns and the difficulties facing department stores generally. But as the New York Times reports , at least one analyst placed the blame squarely on Macy’s failure to deliver a compelling customer experience. “The blunt truth is that Macy’s does not give consumers a reason to visit its stores,” said Neil Saunders, CEO of Conlumino, a research firm. “In many locations sho

Consulting 283

Consulting Consulting Sales Customer Experience 283

Steve DiGioia

MAY 16, 2016

This original article was written by Steve DiGioia. Once again we identify the reasons for failure, reasons why your employees feel isolated and the reasons why you’re not a good leader. Maybe YOU’RE the weak link in the company’s chain. I hope not. Here’s Part 2. You…. 18. Fail to recognize employee milestones. Do you even know the birthdays of your employees, or their work anniversary?

Morale 0

Morale Accountability Management Customer Service 0

Contact Center Pipeline

MAY 19, 2016

It’s been a busy few weeks, so I wanted to follow up on a couple of questions I received at the SWPP Conference around my session on attrition. I was focused on how to measure it, but I left out a valuable component… the cost of attrition (pun totally intended). Now I have seen the […].

Contact Center 100

Contact Center Call Center Management 100

AskNicely

MAY 16, 2016

Having the right dashboard can revolutionize your business in terms of success and your own enjoyment. A dashboard is meant to give you vital information and data at a glance, with users able to access everything from sales and marketing data to finance, inventory reports and website analytics. Essentially, a dashboard puts all your critical info into one spot in a neat and visual display so you don’t have to log into different systems to get all of the information you need.

Metrics 109

Metrics Finance Sales Engineering 109

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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

MAY 16, 2016

Are you unhappy at your job? Do your Sunday night blues last until Friday at 5 pm?Do you have an elaborate fantasy that involves telling your manager off shortly after winning the state lottery? If you answered yes, then are you reading the right article. I am about to reveal the secret to being happy at work. Happiness is a topic that gets a lot of discussion.

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Contact Center Pipeline

MAY 18, 2016

Devil’s advocate, according to the American Heritage Dictionary of Idioms, it means: “One who argues against a cause or position either for the sake of argument or to help determine its validity.” The term comes from the Roman Catholic Church where the Latin advocatus diaboli signifies an official who was appointed to present arguments against […].

Metrics 100

Metrics Contact Center Call Center 100

Mindtouch

MAY 19, 2016

Dan Steinman knows a thing or two about Customer Success, not only is he the Chief Customer Officer at Gainsight , but he is author to one of the leading books on the topic, “ How Innovative Companies Are Reducing Churn and Growing Recurring Revenue.”. Dan has seen the full transformation of Customer Success from fighting for a seat at the table, to requiring all company departments to have a seat at the Customer Success table.

Chief Customer Officer 71

Chief Customer Officer Sales SaaS Technology 71

Beyond Philosophy

MAY 17, 2016

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Some may remember an episode of ‘90’s sitcom ‘Murphy Brown’ in which Candace Bergen, as Murphy, is viewing a focus group about her news program, FYI , through the two-way mirror. In a key scene, focus group participants are asked to describe the personalities and presentation styles of various members of the program – beginning with Corky, Frank, and Jim; and they do so in positive, glowing terms.

Customer advocacy 186

Customer advocacy Consulting Consulting Sales 186

AskNicely

MAY 16, 2016

Having the right dashboard can revolutionize your business in terms of success and your own enjoyment. A dashboard is meant to give you vital information and data at a glance, with users able to access everything from sales and marketing data to finance, inventory reports and website analytics. Essentially, a dashboard puts all your critical info into one spot in a neat and visual display so you don’t have to log into different systems to get all of the information you need.

Metrics 60

Metrics Finance Sales Engineering 60

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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

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Contact Center Pipeline

MAY 17, 2016

Mainstream technologies get a lot of press. As the backbone of contact center operations, they’re on everyone’s radar and they need to function at peak efficiency. But I’d like to put a spotlight on a few intriguing niche technologies for your consideration: Desktop Analytics Desktop analytics—aka Desktop and Process Analytics, or DPA—captures agent desktop activity. […].

Technology 100

Technology Analytics Contact Center Gamification 100

Amity

MAY 17, 2016

SaaS Tattler Issue 84: Structuring Customer Success - What Works, What Doesn’t. Customer Success has come a long way in just a short amount of time. As the landscape of SaaS companies continues to expand, it has become increasingly more difficult to find a SaaS company without some form of a dedicated Customer Success structure in place. While there isn’t a one-size-fits-all approach to creating the “perfect” structure for Customer Success, we’ve decided to dedicate

Real estate 65

Real estate SaaS Upselling Sales 65

Topdown

MAY 20, 2016

In a March 2016 report entitled How to Measure Digital Customer Experience , part of the Digital Customer Experience Improvement Playbook, Forrester analysts Maxie Schmidt-Subramanian and Andrew Hogan explore ways for CX pros to use tracking and analytics to measure and improve digital experience quality.

Analytics 54

Analytics Customer Experience 54

Andrew Mcfarland

MAY 17, 2016

Most customer experience professionals would rather invest time in creating an amazing experience, than spend time recovering from ill-designed or poorly executed customer journeys. All the good intentions in the world yield very little if the journey leads to the.

Customer Experience 54

Customer Experience 54

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.

Customer Experience

ClearAction

MAY 16, 2016

Marketing Maturity Mobilizes Customer Experience Mojo. In sports skills , maturity matters because it puts your game at the top echelon of competition. In human development , maturity matters because it means wisdom, a well-rounded personality, capability for success under a variety of circumstances, and greater satisfaction in relationships. In marketing , maturity matters for the same reasons!

Marketing 54

Marketing Customer Experience Enterprise Metrics 54

Amity

MAY 18, 2016

If you’re like most Customer Success organizations, you’re spread too thin across your customer base—especially across your smallest and least sophisticated customers, who are the ones who need your help the most. What if you could help all your customers be successful… while you sleep? ‘Self-success’ is the name that Mikael Blaisdell of the Customer Success Association has coined to describe this field, which involves empowering customers with the knowledge

Technical Support 54

Technical Support Self service Best practices Construction 54

Avaya

MAY 16, 2016

For enterprise organizations around the world, Software Defined Networking (SDN) is transforming the way we build and operate our networking infrastructure. Similar to the way virtualization technology has revolutionized application servers and storage, we are now going through the same evolution on the networking side of the house. The promise of SDN touches on several aspects.

Banking 0

Banking Enterprise Technology Management 0

ForeSee

MAY 17, 2016

For years, marketing professionals and successful business leaders have come to the conclusion that improving customer experiences requires measuring and understanding that experience. And yet, at the same time we’re. The post CX Strategy Success 101: Are you speaking the same language? appeared first on ForeSee.

Marketing 56

Marketing Customer Experience 56

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!

Feedback

Eptica

MAY 18, 2016

Date: Wednesday, May 18, 2016 Meeting the needs of contact center agents. Published on: May 18, 2016. Author: Anne-Merete Jensen Delivering a great customer experience is vital to every organization today – and much of the responsibility for delivering this comes down to contact center agents. They are at the frontline of every business, and their performance is crucial to your brand reputation, consumer satisfaction and overall customer retention.

Contact Center 51

Contact Center Multichannel Average Handle Time Scripts 51

Talkdesk

MAY 17, 2016

This guest post is written by Talkdesk Product Manager Ernest Wong. Today, we’re announcing Customer Sentiment Score (CSS), a new kind of call center feature that allows companies to understand customer sentiment as well as predict potential customer unhappiness and proactively address it. Details of the new feature, which is currently available in beta, were unveiled at the Opentalk Summit today in San Francisco.

Analytics 55

Analytics Average Handle Time Call Center Wait times 55

The Call Center School

MAY 18, 2016

Let's waste no time. The ultimate success and lasting sustainability of any contact center relies heavily on effective workforce planning and management.

Contact Center 54

Contact Center Management 54

ForeSee

MAY 16, 2016

Just a little over a week ago, about 300 wonderful ForeSee clients joined us to learn more about how we can make customer experience strategies work better for their organizations. The post Summit Takeaways: CX With Certainty appeared first on ForeSee.

Customer Experience 56

Customer Experience 56

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.

Contact Center

Provide Support

MAY 17, 2016

According to McKinsey survey 70% of buying experiences are based on how the customers feel they are being treated. More and more companies put the customer service at the forefront today. Understanding the importance of good customer service is essential for any business when looking for new customers, retaining loyal customers and developing relationships with prospective customers.

Customer Service 50

Customer Service Surveys Technology Marketing 50

OvniSource - Ovniblog

MAY 18, 2016

The Data Unification Dilemma Although there may be many internal discussions about enterprise-wide data unification, putting it into real-world practice is often neglected. In the new “age” of customer service, the one thing a company would never intentionally do is confuse and frustrate their customers. Yet time and time again, there are horror stories of […].

Enterprise 49

Enterprise Big data Customer Service Customer Experience 49

Avaya

MAY 18, 2016

Dubai is heavily focused on delivering on its Smart City goals, with the goal of being among the smartest—and happiest—cities in the world. The drive toward smart cities is part of a wider shift, with countries around the globe seeing a migration from rural areas to urban. With more than half the world’s population now living in cities, organizations in the Middle East are facing increasingly difficult decisions about how they allocate resources and manage their workforce.

Real estate 49

Real estate Enterprise Technology Management 49

Up Your Service

MAY 16, 2016

Everywhere you look there are more security personnel. This is one reality we share all around the world. In airports, hotels, shopping malls, schools, corporations and public spaces, we see an increasing number of security personnel among us. Often security staff are the first and most visible point of contact with your customers. This trend will only continue in a world fraught with dangers.

Banking 45

Banking Personalization 45

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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.

Self service

LiveChat

MAY 20, 2016

Professional problem-solving is the beating heart of amazing customer service. It’s because none of the customers is calling for a nice chat. They are contacting customer service because they have encountered a problem. They might be disappointed with the product they have purchased. Maybe the product wasn’t delivered yet or maybe it arrived broken.

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Customer Service Construction Airlines CRM 50

Talkdesk

MAY 18, 2016

Phew! Opentalk 2016 was a whirlwind. We’re less than 24 hours out and my mind is full to bursting with ideas. Talkdesk’s inaugural summit was jam-packed with valuable insights on the future of the customer experience. In the coming weeks, we’ll be diving deep into individual sessions and speakers to give you a full picture of what was said and by whom.

Customer centricity 40

Customer centricity Airlines Metrics Self service 40

Avaya

MAY 18, 2016

2016 is shaping up to be the year of the Chatbot. From Jarvis, Mark Zuckerberg’s Iron Man-inspired assistant, to Microsoft’s rather unfortunate Tay experience, chatbots have been making the news this year—although as of yet, nobody seems to have figured out a way of getting them to write it. So what are these exciting new digital automated friends doing to help where they are most needed, in the customer experience.

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Chatbots Multichannel Contact Center Analytics 48