Beyond Philosophy
JULY 25, 2016
The other day, I walked into a coffee shop that smelled like a damp basement. It only took me a couple of minutes to decide that I didn’t really want coffee after all. That same week, I was walking through an airport when I smelled the aroma of hot cinnamon rolls. Cinnabon was calling me. Even though I wasn’t hungry, I wanted one of their hot, gooey, calorie-laden treats.
ShepHyken
JULY 29, 2016
This week on our Friends on Friday guest blog post my colleague, Ross Clurman, writes about how important it is to personalize the customer service experience. Regardless of the type of business you are in, there is always an opportunity to personalize the customer experience. – Shep Hyken. One of the most-important factors in providing an exceptional customer service experience is personalizing each and every touchpoint between you (the business or service provider) and your customers.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Callminer
JULY 28, 2016
More executives are turning to advanced analytics to measure customer and agent interactions and ensure their call centers are performing at a high level.
Steve DiGioia
JULY 25, 2016
because when you prepare well calmness will take over. This original article was written by Steve DiGioia. It takes much to be successful in the customer service industry. Today’s shoppers are a hardened bunch. More than ever before they are knowledgeable, deliberate in their price negotiations and not afraid to uphold their expectations. Do you have customer service courage?
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 27, 2016
We see this all the time in our Customer Experience consultancy: We come in with a Customer Experience program that we want to deliver. We have detailed emotional outcomes that we have orchestrated deliberately and meticulously. We give it to the customer-facing teams…. …and then, they carry on doing what they always did! Why do they keep doing the same things?
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 29, 2016
The post Top 3 Reasons Your Call Center Needs Customer Engagement Analytics appeared first on CallMiner.
Contact Center Pipeline
JULY 29, 2016
July was a busy month with lots of activity on the Pipeline blog. The top topics on contact center folks’ summer reading lists included useful tips on how to become a better leader; coaching advice for frontline leaders; interesting findings on contact center workplace environment policies; insights on how good intentions can backfire when providing […].
Peter Lavers
JULY 28, 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 3rd most agreed with statement is : “My company has too much of a “numbers focus” on prod
ShepHyken
JULY 27, 2016
Customer Service Training. There is an old customer service saying that has to do with whenever someone disagrees with a customer: You’re not trying to win an argument. You’re trying to win a customer. You really can’t win an argument with a customer. It’s not that the customer is always right. They aren’t. If you’ve followed my work, you know that I believe the customer is not always right.
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.
Mindtouch
JULY 29, 2016
At MindTouch, we’re constantly preaching about the revolutionary potential of underutilized product content. Now we’re unveiling a new way for our customers to extend their product content even further. Starting today, MindTouch customers will be introduced to Touchpoints, a new set of capabilities designed to easily extend contextual search and links into your product content directly from any of your web properties.
Contact Center Pipeline
JULY 28, 2016
Congratulations to Andrew White, Assistant Branch Manager, Farmington Bank—winner of Contact Center Pipeline’s drawing at the Northeast Contact Center Forum’s 15th Annual Conference & Expo at Gillette Stadium on June 14, 2016. We asked Andrew to share a couple of tips on contact center management and his thoughts about what motivates him on a daily […].
ijgolding
JULY 27, 2016
I have been positively influenced by many people and organisations over the years – in fact I continue to be on a daily basis. As well as being a big believer in the principle of ‘simplicity’, I am also an advocate of ‘shamelessly stealing’ ideas that make sense to me. Maybe the utilisation of ideas garnered from others should not be considered ‘stealing’ – especially if credit is always given to those who were behind the idea – perhaps the r
ShepHyken
JULY 25, 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. The omni-channel strategy for customer service part 1: email by Heerd. (Heerd) If you’re finding your interactions with customers over email tend to end negatively or that you’re always on the back foot, perhaps this list of the essential practices of email customer service can help!
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.
PeopleMetrics
JULY 27, 2016
If you’ve been reading our blog, you know by now that customer experience management is an exercise in perspectives. In a way, it’s almost like an elaborate game of Telephone: the further you are from a customer’s transaction, the more disconnected you become from their needs, their concerns, and their purpose for doing business with you. Far away from the customer, it becomes easy to buy into intuition and personal perspective.
Contact Center Pipeline
JULY 27, 2016
Humans learn things in a variety of ways that span the range from formal to accidental. School is a formal way to learn. There are informal occasions for learning that arise from our daily lives. And then there is learning that we acquire through trial and error. We try something on purpose and see how […].
ijgolding
JULY 29, 2016
Keeping hold of staff is a tricky business. With ample opportunities to network and connect with other businesses, employers run the risk of losing their best talent. To retain staff, it’s important to provide a great company culture that makes your employees want to work for you and offer benefits which make them feel appreciated. A recent study by Glassdoor found that 57 percent of respondents felt that employee benefits and perks were top factors when considering a new job.
Amity
JULY 29, 2016
Technically speaking, when a customer subscribes to your service, they perform the initial investment. They are investing in your service because it meets a need, solves a pain, gets a job done, or all of the above. On the surface, their investment is monetary in nature – monthly recurring revenue. But a customer’s investment in your service goes beyond a monthly financial transaction.
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 27, 2016
Customer communications management (CCM) facilitates interactions between brands and their customers during high-value customer journeys like filing an insurance claim or registering a complaint. These engagements directly affect customer loyalty and retention, making CCM an integral part of customer experience management. Knowing that, you might think that all companies tightly integrate CCM with their broader digital experience (DX) architecture.
Contact Center Pipeline
JULY 26, 2016
You likely run targeted marketing campaigns, have multiple levels of products, and offer different sales terms to meet the variety of needs of your customers. Why offer so many choices? A one-size-fits-all approach to business rarely works. Yet, most companies still operate their contact centers with cookie-cutter processes. With customers’ increasing expectations, it has become […].
Vonage
JULY 25, 2016
For centuries, information about products and services was controlled by businesses. However, after the internet changed the world, businesses now operate in an environment where that power has slowly shifted into the hands of the consumer. Today’s connected shoppers have access to an unprecedented volume of information, which, in turn, has allowed them to take near full control of the customer experience.
Amity
JULY 25, 2016
You’ve succeeded at putting a Customer Success team in place. They are showing results to your bottom line, adoption is growing and trials are converting. It’s a well-oiled machine – but is it perfect? It’s probably pretty close. But like all departments within any organization, there is always room for improvement – especially as your SaaS offering evolves and your customer base grows.
Advertiser: ZoomInfo
Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr
Natalie Petouhof
JULY 26, 2016
Tweet The need for customer experience to improve is not a myth. In fact, here’s why. Noted psychology researcher and writer Mihaly Csíkszentmihályi observed in 1998 that people who perform seamless, sequence-based activities on a regular basis are happier than people who don’t [i]. He coined the term “flow” to describe this behavior. With the advent of CoIT, we’ve actually imposed a new set of demands on our customer’s brains.
ForeSee
JULY 27, 2016
Argos is no slouch when it comes to digital retail, with over 900 million annual website visits and an enviable reputation that makes it among the top retailers in the. The post How ForeSee’s Feedback Tool Gives Argos Advantages Across The Business appeared first on ForeSee.
Up Your Service
JULY 26, 2016
Recently, I was visiting a company to demonstrate UP! Your Service and the CEO said to me, “We want to achieve world-class standards in our service. How can your company help us get there?”. Caught between making a first good impression with the senior leader and being truthful to myself, I deliberated for a few moments before sharing my experience with his company.
Kayako
JULY 28, 2016
When you have an opening on your customer support team, you can take all the right steps and still not know whether a prospective hire is going to be the right fit. Even when you’ve gone through resume reviewing, phone screening, and first round interviews, you may still be left with a handful of great candidates. Although this is a good problem to have, it can be stressful for any hiring manager.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
Calabrio
JULY 29, 2016
Smart contact center leaders know that the benefits of a strong quality assurance program stretch far beyond the walls of the contact center. By continually assessing agent performance and call quality, organizations can protect their bottom line by pinpointing areas to improve the customer experience. This ultimately leads to increased customer retention and loyalty.
Eptica
JULY 29, 2016
Date: Friday, July 29, 2016 The importance of the Knowledge Manager to customer service success. Published on: July 29, 2016. Author: Dharmesh Ghedia In my previous blog I outlined how important knowledge is to successfully deliver customer service , and how to overcome the challenges of creating a centralized, multichannel knowledge base. Ensuring that knowledge powers your customer service isn’t just about technology – and certainly doesn’t stop when your knowledge base goes
Influitive
JULY 25, 2016
In business, the perfect balance of efficiency, hard data, and quantifiable ROI is what drives success. Obtaining each element of this trifecta, however, has been difficult for PR experts. Our projects are often full of red tape and middlemen, our data is usually more qualitative than quantitative, and you may recall a blank stare or. The post Do You Know What Your PR Is Worth?
Expert insights. Personalized for you.
303 
Let's personalize your content