ShepHyken

DECEMBER 28, 2016

As an organization gets larger, there is a tendency to start to focus more on overhead and profit and less on customer acquisition, and even more important, retention. My friend and customer service colleague, Steve Digioia brought this up and asked the question, “What are the causes of this change and how do you keep this from happening?”. My first response was that yes, this does happen, and then there’s a realization that the company has to get back to focusing on the customer, playing catch

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Customer Service Sales 224

Callminer

DECEMBER 27, 2016

Predictive analytics, in combination with speech analytics, can help your organization provide an improved customer experience. Read more.

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Analytics Customer Experience 182

Steve DiGioia

DECEMBER 26, 2016

This original article was written by Steve DiGioia. As a follow-up to my previous post “ 11 Industry Experts Discuss “What’s More Important: Customer First or Profit First? ”, I contacted Evan Carmichael – who offered to provide his response in a LIVE YouTube Hangout. Watch it below. Evan Carmichael was named one of the Top 100 Great Leadership Speakers by Inc.

Customer Service 159

Customer Service 159

Contact Center Pipeline

DECEMBER 29, 2016

Despite the flurry of holiday-related activities that take place in December, and the crunch time for centers in some sectors, Pipeline readers took the time to check in at the blog for contact center-related tips, profiles, trends, news and advice. The following are the five most-read blog posts for this past month. Human Touch Still […].

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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.

ShepHyken

DECEMBER 27, 2016

Bill Aston Shares the Roles (and Challenges). of Using Technology to Provide Amazing Customer Service. Have you thought about how you and your organization can use technology to enhance the customer service experience? Shep Hyken speaks with Bill Aston about how the pace of change is increasing in the customer care environment. They discuss how companies must now rely on technology to deliver a satisfactory customer experience due to increased demands placed on them.

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Banking Customer Care Technology Customer Experience 214

Peter Lavers

DECEMBER 28, 2016

Peter Lavers’ blog on the “Forging the link between customer experience and innovation” has been published on IBM #ThinkMarketing. Read it here. Tweet to @PeterLavers. The post “Customer Experience and Innovation” blog published on #ThinkMarketing appeared first on Think CX.

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Customer Experience 100

Contact Center Pipeline

DECEMBER 28, 2016

Since the very first issue of Pipeline (March 2009), we have published a regular feature called Inside View. The column is devoted to recognizing best-in-class service providers and leaders, and highlighting their accomplishments. This year, we began publishing those columns on our blog to help spread the word about these outstanding contact centers, leaders and […].

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Contact Center Call Center Customer Service Customer Experience 100

ShepHyken

DECEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague, Erich Lawson, writes about the importance of being an eco-friendly business and how it can encourage loyalty among consumers. This is a great example of finding out what is important to your customer and making it a priority. – Shep Hyken. Studies have found that businesses are bound to reap numerous benefits from the implementation of social and environmental initiatives most of which require minimal capital.

Surveys 213

Surveys Accountability Management Customer Service 213

Win the Customer

DECEMBER 27, 2016

Social Media has become not just a prominent platform for marketing and advertising but also an accessible tool for forming and improving customer relationships. Becoming a major part of online activity, customers are jumping on the web and demanding communication with brands, with an expectation of quick and suitable responses. In fact, JD Power conducted a survey and found that 67 percent of respondents admitted to having contacted a company for support via social media.

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Advertising Surveys Self service Marketing 100

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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

Surveys

aircall

DECEMBER 30, 2016

Setting up a call center for your business is an investment of both time and money. In order to navigate this operation as well as possible, here is a guide to help you get off on the right foot when you build a call center. This guide will be useful regardless of the type of call center you’re looking to set up (inbound or outbound, sales or support).

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Contact Center Pipeline

DECEMBER 27, 2016

In 2015, Pipeline Publisher Linda Harden hosted the first session of Executive Talk interviews at the Northeast Contact Center Forum’s (NECCF) annual conference at Gillette Stadium, just outside of Boston. Earlier this year, back by popular demand, she conducted a new set of interviews. In these brief conversations, Linda speaks with a variety of contact […].

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Contact Center Call Center Customer Service Customer Experience 100

ShepHyken

DECEMBER 26, 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 Hidden Costs of Poor Internal Customer Service By Joanne Wortman. (Integrify) Of course, every business understands the need to maintain a high commitment to providing excellent customer service.

Chief Customer Officer 209

Chief Customer Officer Customer Service Analytics Best practices 209

Andrew Mcfarland

DECEMBER 27, 2016

Revitalize how you think about and act on improving the customer experience at your business in 2017 by reviewing the 10 Most Popular Customer Experience posts of 2016. A series I started in 2013. This year was interesting because some.

Customer Experience 80

Customer Experience Best practices 80

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

aircall

DECEMBER 30, 2016

Setting up a call center for your business is an investment of both time and money. In order to navigate this operation as well as possible, here is a guide to help you get off on the right foot when you build a call center. This guide will be useful regardless of the type of call center you’re looking to set up (inbound or outbound, sales or support).

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Call Center Virtual Agent virtual call center CRM 88

Win the Customer

DECEMBER 29, 2016

Everyone dreams of starting their own business and being in control of their own future. But a successful business requires careful planning and constant attention to management. The fact is, 90% of startup companies fail. Here are four common mistakes you should avoid. Self-Doubt. Starting a business includes a number of daunting challenges, such as managing people, materials, finances, marketing, and looking for advantages over the competition.

Finance 71

Finance Accountability Marketing Management 71

CSM Magazine

DECEMBER 30, 2016

You can’t just pay lip service to the idea of improving your customer service—you have to take dedicated action to do it right. Here are five easy ways to help you create top-notch customer service. 1. It all starts with hiring. When you hire, at all levels of your organization, you have to look beyond the required skills and find employees with the right personality to fit the culture you want to cultivate.

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Customer Service Education Personalization Marketing 69

GetFeedback

DECEMBER 29, 2016

The future is all about the customer. We pulled together the year's most influential customer experience articles from CX thought leaders around the web.

Customer Experience 60

Customer Experience 60

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

ClearAction

DECEMBER 28, 2016

How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback? Just your customer-facing staff? Only a few managers of the biggest problem areas? The correct answer is: everyone company-wide. Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer experience excellence.

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Feedback Employee engagement Best practices Consulting 59

Topdown

DECEMBER 30, 2016

We’ve been taking a look at Gartner’s strategy planning guide for IT leaders responsible for defining content strategies and selecting tools for customer experience management and delivery, “ Content Management for the Digital Era: Rethinking Strategies Beyond 2016.” Analysts Karen M. Shegda, Karen A. Hobert and Hanns Koehler-Kruener make several recommendations in this report.

Management 48

Management Customer Experience 48

CSM Magazine

DECEMBER 30, 2016

Building and sustaining a superior service culture needs the support of committed service leaders and aligned leadership teams. Leaders must set a clear vision, inspire dedicated action, provide effective education, and cultivate a conducive environment. Let’s look at each of these four points more closely to understand a leadership team’s critical role in building an “uplifting” and sustainable service culture in an organization. 1.

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Education Construction Personalization Customer Service 65

LiveChat

DECEMBER 29, 2016

Many content writers struggle to get attention to posts on their company’s blog. They write the best of them, they try to choose topics their audience would love, they do all they can to make their texts interesting and useful at the same time. And after a promotional peak, they’ve seen something like that: Some time ago I was such a writer.

Accountability 56

Accountability Marketing 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

Inova Solutions

DECEMBER 30, 2016

How can busy hospitals spread important emergency information when there's so much going on at once? Video Tag: Campus Safety Read more about What should hospitals look for in emergency communication? Part 1 [Video].

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Pipkins

DECEMBER 28, 2016

“Even if you are on the right track, you’ll get run over if you just sit there.”. – Will Rogers. Start 2017 out by opening a few doors – opportunity may be behind them. Many of our New Year resolutions fall quickly by the wayside because we claim we do not have enough time, we’re too tired, or we argue that changing is

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Education Technology Personalization 40

CSM Magazine

DECEMBER 30, 2016

I was sitting in my doctor’s office. She’d just done an exam for causes of my vertigo (fortunately benign) and was speedily typing her notes into the computer. A little hesitantly, I said, “I forgot, I have another question” She immediately stopped typing, and swiveled her chair to face me, expectant. I asked my question, and after fully answering it, she turned back to the computer.

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Coaching Personalization 53

Clarabridge

DECEMBER 28, 2016

It’s time to make your resolutions for 2017. We’ve come up with 5 CX Resolutions that will help customer experience pros get the new year off to a good start. 1. Shed the extra weight. Get rid of practices that don’t provide efficient customer experience management, like long surveys, slow social engagement, or keeping your data in silos. 2. Be better with your money.

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Best practices Feedback Surveys Customer Experience 40

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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

Inova Solutions

DECEMBER 30, 2016

In part one of this two-part series, we discussed how important it is for hospitals to choose the right emergency display system. So what should they look for? Video Tag: Campus Safety Read more about What should hospitals look for in emergency communication? Part 2 [Video].

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Brad Cleveland Blog

DECEMBER 29, 2016

The post Keeping Up with Customer Service Developments appeared first on Brad Cleveland.

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Customer Service Contact Center Call Center 26

CSM Magazine

DECEMBER 30, 2016

Customer service is all about treating people well. But what about those times when people make impossible requests, and you feel you have to say “no” to a customer? I have a novel way to handle these situations – by permanently striking the word “no” from your vocabulary! Saying no to customers is part of our natural survival instincts, because we are naturally programmed to defend our turf.

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Personalization Customer Service 40