Beyond Philosophy
JULY 11, 2016
In case you missed it, the world has gone online! If you haven’t gone online with your Customer Experience, too, it’s time. To be honest, if you haven’t begun, you’re late. The digital transformation of your present Customer Experience is long overdue. Consider this graph of which devices customers use at home: Nearly everyone has a computer or smartphone, and close to three quarters have a tablet.
ShepHyken
JULY 13, 2016
Customer Experience. We had a reservation Friday night at a restaurant for 7:30. We arrived on time, if not a few minutes early. There were two tables that were available, right in the middle of the restaurant. However, the hostess was looking in other parts of the restaurant. I pointed at one of the open tables and asked if we could sit there. She said, “No.
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Callminer
JULY 10, 2016
Five days of inspirational, educational, customer-oriented keynotes, sessions, demos, and more designed to help companies deliver exceptional customer service.
Steve DiGioia
JULY 11, 2016
This original article was written by Steve DiGioia. A touch of independence mixed with patience, possessing a definite superiority complex and territorial. These are some characteristics associated with the common house cat. But what if we in the customer service industry held these same traits dear to our heart? My cat is not responsible for anyone other than herself.
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Beyond Philosophy
JULY 13, 2016
What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer. Whilst they each have their unique challenges, their insight on Customer Experience shows us the common obstacles that all of us face when tackling such an important facet of our business.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
JULY 11, 2016
Thousands of call center professionals. One spectacular location. Five days of inspirational, educational, customer-oriented keynotes, sessions, demos, and more designed to help companies deliver exceptional customer service. This year’s #CallCenterWeek (CCW) in Las Vegas, NV showcased what is becoming increasingly clear: Customers expect service on their own terms whenever they need it, in whatever digital […].
Contact Center Pipeline
JULY 13, 2016
Being a contact center leader is a demanding job. You have a large number of people to lead. You have an overwhelming array of statistical performance measurements to track and analyze, such as average handle time, schedule adherence, personnel budgets, workforce management, voice of the customer tracking, etc. You also need to keep your department […].
Beyond Philosophy
JULY 12, 2016
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. The Service-Profit Chain, an enterprise performance and financial results concept introduced by Gary Loveman, James Heskett, W. Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability.
ShepHyken
JULY 15, 2016
This week on our Friends on Friday guest blog post my colleague, Tom Hoffman shares a personal story that translates into a great lesson for the customer experience. We must always be looking for new and different ways to improve upon the customer experience. – Shep Hyken. My daughter Caroline’s class recently had their 8th grade formal. Leading up to the dance, her friends informed her that a certain boy was planning to invite her.
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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
Peter Lavers
JULY 13, 2016
This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. There are 10 statements to agree or disagree with that could relate to the issues faced. Respondents are asked how well each statement describes their business, and the second most agreed with statement is: “My company suffers from customer programmes or ini
Contact Center Pipeline
JULY 14, 2016
Online print and design company MOO launched in 2006 with a compelling vision: To disrupt the trillion-dollar global print industry by delivering cost-effective yet superior design and a world-class experience via the web. The company has much to celebrate, given its remarkable growth and achievements over the past decade. MOO has won multiple Webby awards […].
Win the Customer
JULY 13, 2016
Marks & Spenser, the U.K.’s largest chain store, has decided to stop playing music in its stores following feedback from customers, the retailer announced at the end of May 2016. For the past 10 years, M&S had been playing piped music in its 852 stores, following the example of many other retailers. Complaints from customers and anti-noise groups, coupled with extensive research, prompted the policy change.
ShepHyken
JULY 12, 2016
Tricia Morris On What’s Changing In Customer Service. Shep Hyken speaks with customer service thought leader, author, Sr. Product Manager at Microsoft, and one of the top customer service influencers of 2016, Tricia Morris, about global customer service. Tricia shares stats and facts from Microsoft’s State of Global Customer Service Report and how customer service is changing globally.
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.
Peter Lavers
JULY 11, 2016
Peter Lavers has been recognised by IBM as a Futurist and top influencer in the field of Customer Experience. IBM have carefully selected a small group of experts in the fields of marketing, customer experience, retail and user experience under the #ThinkMarketing banner, and Peter will contribute to their dedicated thought leadership site https://www.ibm.com/think/marketing/.
Contact Center Pipeline
JULY 12, 2016
When you get down to it, the “big things” affecting agent job satisfaction rarely differ from one organization to the next. Wherever an agent works, the majority of time will be spent answering customer contacts via a computer and phone, schedules will be set, pay and benefits will be at or near entry-level for the […].
Amity
JULY 13, 2016
Customer Support and Customer Service have been around for decades. These were the necessary evils of the traditional sector – the old-model reactive break/fix cost center – to resolve problems resulting from breaks and service interruptions. The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization.
Win the Customer
JULY 15, 2016
The saying “the customer is always right” has been around for so long that we seldom give it much thought. The real question, however, is whether or not it’s true. If you have a business, it’s crucial to satisfy your customers. It’s hard to deny that you must make your customers’ needs a priority. Let’s look at four facts that prove this assertion.
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!
Topdown
JULY 15, 2016
Customer communications management (CCM) has traditionally had an operational focus. The primary goal for many, many years was to contain the costs related to document output, printing, and mailing. This is a clear example of inside-out thinking; the customer was an afterthought to operational efficiencies. Today, companies obsessed with continuously improving their customer experience (CX) are taking an outside-in approach.
Vonage
JULY 15, 2016
I was recently preparing for an overseas trip and needed information about international calling plans for my mobile phone. I asked my assistant to call my carrier and inquire about the best plan for my needs. Sounds simple, right? Just call and get the information then sign up for the best plan. But it wasn’t that easy. . Without going into all the details, my assistant called, but what she was told didn’t seem to make sense.
Amity
JULY 15, 2016
“I want your job” Who has been in a leadership position and not heard that at least once from a candidate in response to asking about their career objectives? I was no different when I was younger but I was probably not as brash. I knew early on in my career that I wanted to run my own Customer Success team and had a mission of creating the best customer experience possible.
ijgolding
JULY 12, 2016
Have you ever wondered why it is still more common than not for us to have to endure experiences as a customer that fail to meet our basic expectations? On an almost daily basis, customers are faced with companies across a multitude of industries who fail to deliver promises; provide service from employees with a less than acceptable attitude; confuse and disappoint by inflexible rules and procedures… I could go on.
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.
Topdown
JULY 12, 2016
Earlier this year, the Canadian content management company OpenText announced that it had agreed to acquire much of HP’s customer experience (CX) and content management software assets. Then, late last month, OpenText announced it had agreed to acquire HP’s customer communications management assets (CCM), including HP Exstream. We'd like to share our thoughts on what these acquisitions mean for CX and CCM.
ForeSee
JULY 14, 2016
Many of you may have heard that social network giant Facebook recently decided to make a significant change to the algorithm that governs what appears in a person’s main news. The post Declining Facebook Engagement? Focus On Satisfaction Instead. appeared first on ForeSee.
Kayako
JULY 12, 2016
One week ago, we launched the new Kayako. And what a week it was – from overwhelming site traffic on Day 1 to being featured on Product Hunt on Day 2, it’s been a rollercoaster for our entire team. Needless to say, we are really grateful for the positive response, and thrilled to see how many customers both new and existing identify with Kayako’s mission.
Natalie Petouhof
JULY 12, 2016
Tweet Obviously no one plans on implementing a project that will fail. However, statistics show that over the past 20 years a very large percentage of technology projects do fail to result in the business outcomes that they were expected to meet. The real issue is that leading change (implementing new technology, whether it be CX, transitioning to the cloud, IoT, etc…) is different than the role of leading in general.
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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.
Plantronics
JULY 13, 2016
Each day, without even really thinking about it, every customer service representative (CSR) in your company relies on one essential tool to do their job effectively: a headset. A well-functioning headset enables them to hear and be heard clearly, and present the company they’re representing in a professional, agreeable way. Of course, most CSRs don’t … Continue reading Every CSR in a customer service center uses a headset—and that’s the challenge » The post Every CSR in a customer se
NICE inContact
JULY 12, 2016
A comprehensive Workforce Optimization (WFO) solution is no longer a luxury. It is a necessity that gives the contact center the flexibility, agility, and power required to optimize agent performance while responding to customer needs quickly and effectively. The key to unlocking this power is the insight provided by data analytics. There are three primary points to cover when selling the value of data insights to the C-suite: Outline the functionality and benefits of using analytics.
Kayako
JULY 14, 2016
Finding and building a customer support team can be daunting. Many customer support managers and directors are busy supervising or providing customer support themselves, making it hard to find the time (and it does take a lot of time) to recruit. The way companies find and hire new talent has changed dramatically. Many customer support managers can’t wait months for their Human Resources departments to sift through applicants’ resumes, call references, and report their findings.
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