Beyond Philosophy
JANUARY 30, 2017
I have lied about this. I’d wager you have, too. Moreover, per Groupon’s latest survey, most people lie about being happy about the gifts they receive at the holidays. When I read this study, I wondered if we lie to people about our gift receiving experience, isn’t it also likely we lie about other experiences too? Does that also mean our customers lie to us about how they feel about their Customer Experience?
ShepHyken
JANUARY 31, 2017
Scott McKain Talks About How to Stand Out in a Hypercompetitive Marketplace. Show business is a multi-billion dollar (and thriving) industry. What can we learn from show business that we can apply to our own business? Shep Hyken speaks with Scott McKain who states that all of us, no matter what our business is, are in show business. And here’s why. The purpose of entertainment is to create the desired emotional response from the audience.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Callminer
JANUARY 31, 2017
Interactive voice response systems dramatically improve call center efficiency by accurately routing calls to the most appropriate departments or staff.
Steve DiGioia
JANUARY 30, 2017
how create the memorable experience that your customer will hold dear and carry for years to come. This original article was written by Steve DiGioia. After 146 years, the show that has created memories for countless children of all ages will finally come to a close. Ringling Bros. and Barnum & Bailey Circus, citing a “variety of factors” will end its spectacular traveling road show in May of this year.
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.
Peter Lavers
JANUARY 31, 2017
My fellow IBM #THINKmarketing Futurist, Steve Dennis, and I recently participated in a cross-sector forum in South Africa on the subject of “Winning in a digital-first, omni-channel world”. Here are the top challenges that participants agreed businesses are facing in 2017 when it comes to this subject: People don’t “go online” any more – they’re always online.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
FEBRUARY 1, 2017
A Definition of Interactive Voice Response Interactive voice response (IVR) is an automated telephone system that interacts with callers and gathers information about the purpose of the call to route callers to the appropriate individual or department. In response to automated queries, callers enter information using either voice or by making selections from pre-determined options […].
Contact Center Pipeline
FEBRUARY 2, 2017
February holds a special holiday… Valentine’s Day. I hope it’s a wonderful day of celebration giving you the chance to share your gratitude and appreciation to your follow co-workers, friends and family. February also brings a special issue of Contact Center Pipeline. It is chock-full of insights on a wide-range of topics. Here is what […].
HGS
FEBRUARY 1, 2017
Expert Perspectives: Digital Insights from HfS Research Director. Today’s companies are challenged to meet everyday customer service pressures while also building for the future. They must provide optimized customer service across various digital channels while also using new tools to better understand customer demographics and preferences, to deliver more personalized service.
ShepHyken
FEBRUARY 3, 2017
This week on our Friends on Friday guest blog post my colleague, Chip Bell, shares his concept of kaleidoscope service with some great examples. Kaleidoscope service, I like it! – Shep Hyken. When I grow up, I want to be a kaleidoscope! Kaleidoscopes are addictive. They make you privately ooh and ah as you turn the animator and behold the patterns of colorful glass that charm you.
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
FEBRUARY 2, 2017
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.
Contact Center Pipeline
FEBRUARY 1, 2017
In spite of the fact that nearly every “call center” is now a “contact center,” we observe little substance to the discussion—much less action—around multichannel workforce management (WFM). Contact center leaders “get it.” They want to move beyond Excel worksheets to common reporting, forecasting and scheduling that address all media needs. But omnichannel WFM is […].
HGS
FEBRUARY 1, 2017
Today’s companies are challenged to meet everyday customer service pressures while also building for the future. They must provide optimized customer service across various digital [.]. The post Expert Perspectives: Digital Insights from HfS Research Director appeared first on Team HGS Blog.
Kayako
FEBRUARY 2, 2017
Working in customer support can leave you feeling like an unrecognized or unsung hero. Praise is often in short supply and there is a lack of awareness about areas of responsibility and how much work the support team does. Within a brief conversation the agent is expected to engage each customer, fix their problem and move on swiftly to help others.
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.
Customers That Stick
JANUARY 30, 2017
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.
Contact Center Pipeline
JANUARY 31, 2017
January was a month of looking ahead, so it’s no surprise that four of the Top 5 most-read posts in recent weeks were about trends, planning and predictions. Check out the links below to read more about the important trends that industry experts see impacting contact centers in the near future, as well as a […].
ijgolding
JANUARY 30, 2017
I want to start this blog post by asking a rather profound question: Are you happy? Whether you feel that these three words constitute a profound question or not, have a think about it for a moment. If it is not a question that you can answer quickly, then it warrants greater time to consider. I meet a lot of people as I travel around the world – I rarely ask them this question.
BetterXperience
FEBRUARY 1, 2017
I was that kid in grade school. I would pick on my classmates – I would even write songs and mock them till they were in tears or were so enraged they wanted to beat me up. I was fast, so I would take off running. Occasionally I would get caught and get my comeuppance. The consequences continued once my mom found out, but what stayed with me longest was my father’s disappointing look.
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!
CustomerGauge
FEBRUARY 3, 2017
POS, Promoters & Perfect 10s On February 8th, CEO and co-founder of CustomerGauge, Adam Dorrell, will join Senior Manager of GUEST Services and Training for AREAS, Cary Self, to deliver a special webinar on customer experience in retail. They’ll cover best practices for Net Promoter® in Multi-Channel Retail and insight into measuring and improving customer (“guest”) experience with […].
Andrew Mcfarland
FEBRUARY 2, 2017
Sometimes we subject our employees and customers to the same dismal treatment day after day as if they should accept it willingly. Instead, many would prefer a fast end to the perpetual misery of buying from (and dealing with) us.
aircall
FEBRUARY 3, 2017
If you work in customer service, your prime directive is likely to be “yes, and…”. This improv rule-of-thumb serves to foster positive communication by having each interlocutor build upon what was previously said. However, sometimes you’ll find it necessary to stop a train in its tracks and actually come to terms with saying no to customers. Saying no to customers isn’t easy.
McorpCX
FEBRUARY 3, 2017
For any organization striving to significantly improve customer experience, they need a plan to do so. That’s because the ability to design and deliver great customer experience doesn’t “just happen.” It’s planned. Which is where a customer experience (CX) strategy comes into play.
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.
CustomerGauge
JANUARY 31, 2017
For many SaaS companies, demos are the first chance to put their “best face forward” when it comes to interacting with customers. At CustomerGauge, we’re all about discovering the paint points in the customer journey. For us, the journey doesn’t just happen after the customer signs the contract. In order to improve, we want to dig […]. The post Why You Should Conduct “Post-Demo Surveys” appeared first on CustomerGauge.
Topdown
FEBRUARY 1, 2017
The Gartner Magic Quadrant for Customer Communications Management Software just came out, and we’re extremely pleased to have been included in the “Other Vendors to Consider” section this year. Though we do not meet all of the criteria for inclusion on the Magic Quadrant itself (for example, we currently serve the US and Canada), the Gartner analysts found us worthy of recognition as a possible best choice for some customers.
aircall
JANUARY 30, 2017
Customer retention refers to how successfully a business manages to keep its paying customers. Customer retention means earning customers’ trust and repeated patronage. Why is customer retention so important? An oft-quoted statistic teaches us that improving customer retention by as little as 5% boosts profits by anywhere from 25% to 95%. This is why customer retention should absolutely be on your mind if your business hopes to become sustainable and profitable.
Mindtouch
JANUARY 29, 2017
Take a moment to think about this: How important is training your customers? Is it just as important to train your employees? Do they need to be product experts? The Training Conference and Expo not only highlights the advantages of having expert users and employees, it teaches attendees how to create them. There are two main focuses this year, Micro-learning and Performance Support (PS).
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.
CustomerGauge
FEBRUARY 2, 2017
“Understanding patient expectations, and meeting those is fundamental to everything we do.” CustomerGauge was delighted to host a webinar with Nancy Becker, Divisional VP of Urgent Team in January. We took away a lot of great best practices, which we’d love to share. During the webinar, Nancy outlined her role in improving Patient Experience […].
Joe Rawlinson
FEBRUARY 1, 2017
Most companies are well aware that branding is essential for growth and success. But branding can refer to many things, and not all individuals and companies use it the same way, so understanding which aspects matter most can be confusing. And with the prevalence of social media platforms, retaining brand consistency becomes more difficult by the day.
Amity
FEBRUARY 1, 2017
A successful product adoption means successful customers, good relationships, increased chances for expansion down the road, and of course, lower risks of churn. A great start to a new relationship is the best way to make things work with your customer. That’s why Customer Success Managers spend so much time in adoption. But let’s be clear, effective product adoption does not mean teaching your customer how to use the product.
Expert insights. Personalized for you.
360 
Let's personalize your content