Beyond Philosophy
JULY 18, 2016
Many of you will have seen this video of a little girl whose parents surprised her with a new doll? The doll is special because it has a prosthetic leg – just like its recipient. It’s hard not to get choked up as you watch her burst into tears as she hugs her new friend for the first time. The girl’s parents posted the video on Facebook and it quickly went viral.
ShepHyken
JULY 20, 2016
Business Strategy. Not all hotdogs are the same. I love a good hotdog. Since I was a little boy, I can remember my parents taking me to the ball game and having a delicious hot dog. I also remember some family barbecues where we had those fancy big thick kosher hot dogs. It took a while, but I eventually developed a taste for the fancier hot dogs. Well recently I took a liking to a Chicago style hot dog.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Steve DiGioia
JULY 18, 2016
your apologies only go so far This original article was written by Steve DiGioia. While driving home late one night from work I stopped into a Wendy’s Restaurant for a quick meal. I hand over my credit card for payment; it’s denied. What, how can that be? A few minutes later my wife calls me to say that she just got a call from the credit card company, the bank, saying they want to speak to me about the card.
Contact Center Pipeline
JULY 20, 2016
Every small center aspires to deliver good (or great!) service to customers and offer a good (or great!) place for employees to work. The realities of small centers and big technology can make these rather simple goals feel daunting. But excitement abounds with today’s technology solutions, including cloud, suites and managed services. The Cloud for […].
Advertisement
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
JULY 20, 2016
There’s been a lot of press recently about the decline in the American Middle Class and the rapid increase in the incomes and net worth of people at the very top of the socioeconomic scale. Increasingly, these high income people have lifestyles that don’t involve mingling with everyone else. They segregate themselves in posh gated communities, send their kids to private schools and camps, and join elite social clubs.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Peter Lavers
JULY 19, 2016
Nedbank Retail, one of South Africa’s leading banks, has appointed WCL Customer Management Ltd to co-create its Treating Customers Fairly (TCF) deployment model in advance of TCF legislation due to be promulgated in 2017. In doing so they are showing their leadership as a customer centric bank, because ultimately TCF is all about Customer Experience rather than Compliance.
Contact Center Pipeline
JULY 19, 2016
Climbing a traditional career ladder is not for everyone. Some agents may be perfectly content to spend their entire careers in the contact center while steadily gaining skills and expertise. It is critical to offer opportunities for seasoned agents to continue to grow and to give them a sense of accomplishment for applying their skills. […].
Beyond Philosophy
JULY 19, 2016
In a recent New York Times article , writer Frank Bruni laments the erosion of higher education as a result of the growing adoption of a consumer model positioning students as customers and colleges as mere providers of goods and services. This trend toward the development and marketing of upscale amenities such as resort-style pools and water parks, state-of-the-art fitness centers, and restaurant-style dining halls at the expense of investment in areas critical to academics is said to be trans
ShepHyken
JULY 22, 2016
This week on our Friends on Friday guest blog post my colleague, Boaz Amidor, shares four techniques that have striking, measurable results when it comes to the efficiency of the Customer Support Program of companies providing online and mobile customer support. It is no doubt that excellent customer support is crucial to success. – Shep Hyken. Not a word about Pokémon Go hysteria from this point on.
Advertisement
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
Customers That Stick
JULY 17, 2016
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.
Mindtouch
JULY 19, 2016
To survive the 21st century, Customer Support departments need to start looking a lot more like marketing departments. In many ways, these shouldn’t be separate departments at all. Before you break out the pitchforks and torches, let us explain why reactive support is no longer good enough, and why support needs to adopt a marketing mentality. Then we’ll talk about what to call the new department.
360Connext
JULY 20, 2016
In the “not rocket science” category, “ Don’t Be Rude” has to top the list of customer experience rules. And, yet, certain companies (Zappos, Starbucks) consistently provide experiences that are rudeness-free. And believe me, that grabs a lot of attention. So as we continue to give more and more of our business to customer-focused companies , those who still don’t get it create a stark contrast.
ShepHyken
JULY 18, 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. Pokémon Go Shows What Augmented Reality Can Do For Customer Experience by Mark Hillary. (LinkedIn) The really interesting cultural phenomenon around Pokémon Go is that it has very quickly normalised AR.
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.
Win the Customer
JULY 22, 2016
Without the proper website construction and marketing campaign, your business is going to remain lost online. There are several ways to increase your exposure, and most of the methods only require a little time and effort. Paycor notes that according to SCORE, only 51 percent of companies have a website. Assuming you have a website but you’re still not getting traffic, it likely has something to do with the way your website is setup and how you’re marketing to your customers.
Vonage
JULY 22, 2016
We all have our limits. Work takes a toll on us physically and mentally, and if pushed too far, we inevitably burnout. Even in the most positive settings, we only have so much we can give to our work week. And for many of us working in the world of contact centers, we give a lot. Luckily, companies are starting to notice employee workloads and other factors that lead to churn or efficiency collapse.
Amity
JULY 20, 2016
SaaS Tattler Issue 89 - Should Customer Success Managers be product experts? When taking a look at how we interact with other business functions, it seems as if the first thing on everyone’s mind is always -- *unnecessary drumroll* -- Sales. The reality is, people aren’t talking enough about the other elephant in the room, the dynamic between Customer Success and Product.
Olympia Consulting
JULY 16, 2016
What is the secret to create a culture where great customer service comes naturally? For the past 20 years organizations of all types have been attempting to answer that question. Prior to that time, only a few select companies even understood the importance of customer service and how excelling in that arena could lead to … The post The Secret to Great Customer Service appeared first on Olympia Consulting.
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!
360Connext
JULY 20, 2016
In the “not rocket science” category, “ Don’t Be Rude” has to top the list of customer experience rules. And, yet, certain companies (Zappos, Starbucks) consistently provide experiences that are rudeness-free. And believe me, that grabs a lot of attention. So as we continue to give more and more of our business to customer-focused companies , those who still don’t get it create a stark contrast.
Vonage
JULY 19, 2016
You can tell a lot about a company and its commitment to customers in the words employees use. Open your ears and you will find it’s easier to measure customer service levels than you might think. I enjoy high-end music systems in my home and office. One day I called the dealer to order extra CD cartridges, wanting to pre-load them with different music.
CSM Magazine
JULY 16, 2016
Here are some of the most important things that customers want from you. Fulfill these needs and you will be well on your way to creating “raving fans” 1. Customers want you to be quick! Customers want their products and services yesterday, not tomorrow or 3-4 days down the road. In today’s fast paced world, if you take more than 24 hours to respond to a request from a client, there is a very likely chance that he/she will find someone else to take your place.
Olympia Consulting
JULY 16, 2016
Have you ever come across someone who obviously loves what he or she does? I had that experience a few weeks ago. I was in Lake Havasu, Arizona with a client, and we decided to go to dinner at a popular local steak house. The restaurant is called Shugrue’s, and it is located by the … The post Find Your Passion! appeared first on Olympia Consulting.
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
JULY 22, 2016
If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. This is often a delicate balance that will need to be baselined and readjusted over the first few years that your Customer Success team is in operation.
ForeSee
JULY 21, 2016
The apparel and accessories sector of the retail industry is experiencing major changes, with retailers seeing more business happening online than ever before, according to a recent report from Internet. The post What Retailers Should Know About The Online Apparel Boom appeared first on ForeSee.
CSM Magazine
JULY 21, 2016
Shep Hyken reflects on a negative customer experience and explains why honesty is always the best customer service policy. 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.
Olympia Consulting
JULY 16, 2016
It may not be “love at first sight,” but the impression you make on your first-time customers better come close. The quality of your product and the level of service will play a major role in the intent of your new customer to return. Several months ago, a new restaurant opened across the street from … The post Critical First Impressions appeared first on Olympia Consulting.
Advertisement
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.
Kayako
JULY 21, 2016
How many of you have ever had an interview where you were asked a question that set you aback? As if the question stunned you and made you take a moment to analyze and really consider your response? I’ve had so few that I can count them on one hand. That’s not to say that all of the other interviews I’ve had in my life weren’t stellar; just that they didn’t give me the opportunity to truly use the analytical part of my brain that is so important for problem-solving in customer support.
Topdown
JULY 22, 2016
The biggest obstacle to delivering consistent customer experiences at every touchpoint throughout the customer journey is silos. Within many, if not most, large businesses, there are thick metaphorical walls between departments, lines of business, campuses, etc. And the separation affects everything, including people, processes and technology – and, in turn, it affects the customers.
Mindtouch
JULY 21, 2016
I recently participated in a fantastic conversational webinar with MindTouch where we discussed how to set up and scale a Net Promoter Score ® program. During that discussion, we touched on setting up reason codes that are aligned to your survey responses for deeper analysis. Here are a few good ways that reason codes can take your NPS® reporting to the next level.
Expert insights. Personalized for you.
284 
Let's personalize your content