Beyond Philosophy
MAY 30, 2016
It was 1980. I was 22, newly married and climbing the corporate ladder in England. David Bowie’s Ashes to Ashes played on the radio. Margaret Thatcher was just getting started in her reign as Prime Minister. It was also a long time ago. I have learned much about professionalism and careers since then. To that end, here are five things I would do today if I were 22. #1: Dress like my job depended on it.
ShepHyken
JUNE 1, 2016
What does your company or brand stand for? When you advertise or market your company and your products, what is the image that you’re trying to create? What is your brand promise ? I Googled the definition of the term brand promise and here is what came up first: A brand promise is the statement that you make to customers that identifies what they should expect for all interactions with your people, products, services and company.
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Callminer
MAY 31, 2016
If there’s any industry that’s in the midst of a transformation, it’s healthcare. Gone are the days of volume-based care – and what’s arrived is a new mix of value-based care that increasingly focuses on improving patient care, building strong and lasting relationships with consumers and patients, and empowering patients to take a proactive approach […].
Contact Center Pipeline
JUNE 3, 2016
The Legal Solutions business of Thomson Reuters has been enjoying considerable success with its Small Law Firm Legal Professional Online Community since its launch in May 2015. The private online community is dedicated to legal professionals at small law firms (approximately 30 or fewer attorneys). The community offers great value to its members, says Community […].
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Beyond Philosophy
JUNE 2, 2016
We all want to be happy. But how do you consistently make your customers happy? Experts from companies like Disney and SoulCycle offered good advice on this subject during a panel discussion on designing happiness at SXSW. As customer experience consultants, we know that happiness is one of the key emotions that drives short term purchases and longer term brand loyalty.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Customers That Stick
MAY 31, 2016
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Contact Center Pipeline
JUNE 2, 2016
Summer is almost upon us at Contact Center Pipeline. We would love for you to tuck us in your beach bag or enjoy us poolside. Enter Summer2016 in the coupon code during checkout and receive 50% off your digital or print subscription. Here is what you’ll find in our June issue: FEATURE ARTICLES Upgrade the […].
Beyond Philosophy
MAY 31, 2016
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Today, there’s a lot of discussion among corporate strategists, and even senior HR folks, about “putting employees first”. Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience.
ShepHyken
MAY 30, 2016
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Automate or Humanize? The Great Customer Service Debate by Judith Aquino . (1to1 Media) Can companies trade the human touch for automation without sacrificing the quality of their customer service?
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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
ClearAction
MAY 29, 2016
Customer Experience + Marketing: Pro’s & Con’s Lynn Hunsaker. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? Is it as natural and advantageous as the C-team expects? It all depends on motives and perspective. How Marketers Think of Customer Experience. Marketing professionals think of customer experience in terms of their deliverables: the user experience of websites, campaigns, events, research, content, social media, and so forth.
Contact Center Pipeline
MAY 31, 2016
Our top 5 most-read posts in May offer valuable insights, recommendations and tips on managing contact center people, processes and technology. Dive in to read more about tips to improve agent morale and engagement, advice for making the transition from multichannel to omnichannel, insights on calculating occupancy, a look at a few innovative niche technologies […].
Return Customer
JUNE 1, 2016
As Internet speeds increase and technology becomes more sophisticated, customer expectations of companies’ online performances have also risen. In 2015, 47 percent of U.S. corporate executives said their customers’ service expectations were higher than three years ago, while 35 percent said they were much higher. Nearly two-thirds of these companies said it was somewhat or very difficult to please customers, while 77 percent agreed the Internet and consumer apps were raising the bar
Win the Customer
JUNE 1, 2016
Today, brands can use social media to strengthen brand awareness, create customer loyalty, and build lasting relationships with customers. Customer loyalty is becoming more and more elusive, especially in our contemporary world. Before online transactions and exchanges became the norm, retailers were able to foster physical, and, at times, emotional interactions and connections with consumers.
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.
Influitive
JUNE 2, 2016
Here’s a simple fact: the human brain is wired for reciprocity—the need to give back after we receive. Take this example: a collaborative study done by researchers from four universities documented how bringing candy to a table after a meal influenced the value of tips that servers received. The results were astounding. If servers gave a piece of candy with the bill, they got 3% higher tips.
Amity
JUNE 3, 2016
Dear Louise, Although we have a lot of trial participants for our SaaS product, we are finding it difficult to convert them and we are experiencing some churn. I think it’s time, perhaps overdue actually, to bring a Customer Success Hero or two on board. The problem is, I don’t know what to look for or where to start. What should I be looking for?
ClearAction
MAY 29, 2016
Customer Experience + Marketing: Pro’s & Con’s. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? Is it as natural and advantageous as the C-team expects? It all depends on motives and perspective. How Executives Think of Customer Experience. Executives tend to think of customer experiences as something happening at the periphery of the company.
CSM Magazine
MAY 30, 2016
The reasons to embrace Customer Experience Management can be various, but the common truth is that businesses now find it hard to resist jumping on the bandwagon too as the age of the customer is finally and irrevocably here. But this ‘everyone does it’ stance can be quite deceptive. Picturing your competitors on the imaginary CXM maturity graph, be sure that the majority of them will never go beyond customer service automation.
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!
Eptica
JUNE 3, 2016
Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. Author: Steve Nattress For increasing numbers of people mobile is their preferred means of connecting to, and communicating with, the outside world. Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices.
LiveChat
MAY 30, 2016
Imagine this situation. You wake up, check your calendar and you realize it’s your mother’s birthday tomorrow and you’ve forgotten to buy her a present. Luckily, you still have time to go to a jewelry store and get her a nice pair of earrings. The problem is, you have no idea where you can get them. You get up, make a coffee and turn your computer on.
ForeSee
JUNE 3, 2016
Nearly $100 billion of IT spending from S&P 500 companies was wasted on projects that brought no value to the end customer, according to research provided in the book Lean. The post Why The Right Technology Is The Lynchpin Of A Good CX Strategy appeared first on ForeSee.
airespring
JUNE 1, 2016
Hurricane Season is here… is your business ready? Every business owner has thought about what might happen to their business during a natural disaster, but how many of them actually make disaster recovery plans? While it’s easy to cross your fingers and hope it doesn’t happen, most businesses are incredibly vulnerable. Many are seriously crippled from even a minor outage, and 40% never reopen.
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.
Eptica
JUNE 1, 2016
Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Published on: June 01, 2016. Author: Neil Cox Amongst consumers, chat is fast becoming a mainstream channel for customer service. Thanks to the rise of messaging applications, people have grown used to having text based, real-time conversations, meaning they feel increasingly familiar with chat in a customer service scenario.
LiveChat
JUNE 3, 2016
A boss is different from a leader. A boss is someone who tells you what to do and wonders why you haven’t done it yet. Can your boss be a leader? Of course he can. But being a leader takes more than just bossing people around. Let me bring you closer to some famous quotes about leadership in which I will try to better explain the difference between a boss and a leader.
CustomerServ
JUNE 1, 2016
Size matters in the call center industry and if you select an outsourcer that is too big or too small, there will be a price to pay.
Comm100
MAY 31, 2016
“Thank your customer for complaining and mean it. Most will never bother to complain. They’ll just walk away.” – Marilyn Suttle, success coach and customer service expert. Handling difficult customers can be emotionally and financially draining, but as Marilyn Suttle points out, a difficult customer is still a customer. This is someone who hasn’t walked away from your company or service, and so their loyalty is still salvageable.
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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.
Avaya
JUNE 1, 2016
As tensions continue to increase in cloud-related discussions at the executive level, so has the importance of effective communication. Much of the debate on cloud investments revolves around one topic: OpEx. It’s understandable why many financial experts seek to avoid OpEx, but the value of investing in cloud services lies beyond this range. An effective method to bridge this gap is to build a strategic plan, so that you are prepared to let the facts speak for themselves.
LiveChat
JUNE 1, 2016
Many business owners see live chat as yet another tool, just like email or phone, that can be used to contact customers. They either don’t see much benefit in it or they are not aware of its full potential. What is live chat for a modern online business then? Live chat is one of the more flexible tools you can use on your website. It helps you support customers in need of help.
CustomerServ
JUNE 1, 2016
Size matters in the call center industry and if you select an outsourcer that is too big or too small, there will be a price to pay.
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