Beyond Philosophy

MARCH 13, 2017

When I was a kid, my teachers labeled me the class clown. I wasn’t one for long winded jokes, but I was always ready with a snappy comeback, a sarcastic comment or a funny observation. My classmates loved my wisecracks, but I have to admit that I spent more time honing my sense of humor than reading my textbooks. As I’ve gotten older, I’ve held onto my wisecracking ways and yet, I’ve been successful in business.

Scripts 314

Scripts Consulting Consulting Customer Experience 314

ShepHyken

MARCH 15, 2017

Every day I get an email from RetailWire.com, a daily publication that is read by thousands of people in the retail industry. It’s the number one forum for discussions about hundreds of important issues in the industry. Now, before we go further, even though RetailWire.com focuses on the retail industry, what I’m about to share is relevant to every business in every industry.

Banking 233

Banking Sales Technology Customer Service 233

Callminer

MARCH 13, 2017

Voice analytics are the use of a voice recognition tool to analyze a spoken conversation. Not only does voice analytics software translate speech to text.

Analytics 182

Analytics Best practices 182

Contact Center Pipeline

MARCH 16, 2017

My flight just got canceled, and I have to make it home tonight to attend my daughter’s holiday dance recital. Or maybe, after 17 years of paying premiums, I have to file my first claim. Or, maybe my PC is all locked up, and I’ve got a key client deliverable due in two hours. I […].

Customer retention 172

Customer retention Customer Experience Customer Service 172

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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.

Beyond Philosophy

MARCH 15, 2017

My first manager had a poster on his wall that said, “There isn’t a lot of traffic on the extra mile,” a tenet of Customer Service. Today, that poster might read, “Why meet customer expectations when you could exceed them?” Exceeding expectations and going the extra mile are still important concepts for front-line employees, but not for the reasons many like to think they are.

Average Handle Time 304

Average Handle Time Self service Consulting Consulting 304

Callminer

MARCH 17, 2017

CFPB has jurisdiction over areas including banks, credit unions, securities firms, debt collectors, foreclosure relief services.

Best practices 182

Best practices Banking 182

Contact Center Pipeline

MARCH 15, 2017

Work in a contact center for any length of time and it soon becomes apparent that the largest capital expenditure is in staff. Agents are both the center’s greatest asset and greatest expense. Agents are lost through the natural attrition process, call patterns change and leave holes in the work day, or it’s a beautiful […].

Contact Center 100

Contact Center Call Center Management 100

CustomerGauge

MARCH 15, 2017

The claim to fame of any successful Net Promoter® program is the ability to react quickly to customer feedback. After all, NPS® is about more than just the score, it’s about what you do with it (i.e., actionable data). However, it isn’t often discussed what exactly qualifies as a good “closed-loop” process, which can often […].

Feedback 92

Feedback 92

aircall

MARCH 14, 2017

There are various call center routing strategies, some of more benefit than others, depending on company specifics. While the advantages of each strategy vary depending on a company’s needs, two fundamental goals remain the same across the board: call center efficiency and increased customer satisfaction. Call Center Customer Satisfaction. Call center efficiency and customer satisfaction vary due to one overarching reason: fluctuating demands within the confines of limited resources.

Call Center 89

Call Center Interactive Voice Response CRM Wait times 89

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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

Callminer

MARCH 13, 2017

The guide emphasized how to ensure that omnichannel efforts move in the right direction and deliver the best possible results.

Analytics 182

Analytics 182

Contact Center Pipeline

MARCH 14, 2017

Over the past few years, there has been a growing awareness among top-level executives about the impact of culture on business success. Yet the responsibility for managing the culture is still a murky area—especially when leaders’ job descriptions and incentives are focused primarily on productivity and results, and not on building workplace trust and respect. […].

Management 100

Management Employee engagement Contact Center Call Center 100

360Connext

MARCH 13, 2017

It’s been an eventful few days during my latest pilgrimage to the South By Southwest (SXSW) Interactive Festival in Austin, Texas. Yes, I’ve had my share of good barbecue, live music and a few margaritas. Copyright 2017 · 360Connext. But I’ve also been soaking in the “next” that is what is shared here. The overwhelming theme this year is about artificial intelligence and using it for good, so here are a few themes that seem to be permeating the zeitgeist. 1.

Big data 77

Big data Education Consulting Consulting 77

Mindtouch

MARCH 14, 2017

“Customer Success is vital to your company’s ability to scale.” Catherine Blackmore, GVP Global Customer Success, Oracle Marketing Cloud. Without the proper internal structure geared towards helping your customers succeed, you will find high churn that results in lower retention rates, poor customer advocacy, and your competitors stealing your base out from underneath you.

SaaS 77

SaaS Customer advocacy Self service Best practices 77

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

Callminer

MARCH 14, 2017

Definition of Voice Analytics Voice analytics are the use of a voice recognition tool to analyze and record a spoken conversation. Not only does voice analytics software translate speech to text, it can also identify speaker emotion and intent by analyzing audio patterns. This software was first leveraged for commercial purposes in the enterprise in […].

Best practices 140

Best practices Analytics Enterprise Contact Center 140

Return Customer

MARCH 15, 2017

As a business owner, you probably know well enough that, when it comes to a knack for customer service, employees either have it or they don’t. Some people are seemingly born with the skill for knowing how to take outstanding care of customers, while others just can’t quite grasp how to do it properly. Having said that, even the best CSR team needs proper training to be as successful as possible, and attract and retain customers.

Customer Service 75

Customer Service Education Management 75

CustomerGauge

MARCH 17, 2017

We recently unveiled our new mobile-optimized Net Promoter® reporting suite with cutting-edge retention and Monetized Net Promoter features. Today, we are excited to announce that we are adding a brand new KPI Dashboard to our suite of reporting. The CustomerGauge KPI Dashboard is a must have for all Program Managers. It will give you and your organization […].

Management 64

Management 64

AskNicely

MARCH 16, 2017

Because happy customers really are your best marketing tool. Gathering customer feedback in real-time enables a business to be faster and more agile in the way they grow and adapt. Unfortunately for many businesses, the very technology that makes the collection of customer feedback possible is also what makes it hard to act in real time. Customer feedback often ends up being collected sporadically and once you’ve got it, it’s often too late to react.

Surveys 60

Surveys CRM Feedback Accountability 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

ijgolding

MARCH 13, 2017

Last week I was afforded the undeniable pleasure of spending two whole days with Diane Magers, CEO of the Customer Experience Professionals Association (CXPA). A career Customer Experience (CX) Professional, Diane recently spent three years with responsibility for the ‘Office of the Customer and Customer Experience Strategy’ at telco giant, AT&T.

Customer Experience 65

Customer Experience Customer centricity Personalization Management 65

Uniphore

MARCH 17, 2017

Jacada is dramatically improving the experience of customer service at contact centers around the world. By providing the option to pivot an inbound call to a digital session, customers are able to bypass long hold times and effectively self-service their inquiry. This digital session is launched in-context, when required, and all without the need to download a mobile app.

Self service 69

Self service Contact Center Customer Service 69

Provide Support

MARCH 15, 2017

Your customer service employees are your brand representatives, the human face and the voice of your company. Their competence, soft skills and communication habits count tremendously toward the quality of the service they provide to your customers and impact overall customer satisfaction. So what are the most common mistakes made by customer service professionals?

Customer Service 69

Customer Service Customer Support 69

Amity

MARCH 17, 2017

In the subscription economy, quickly mitigating and minimizing churn is a critical driver of business success. It's debatable whether or not a 0% churn rate is possible , but companies can reduce their churn rate down to the optimal level. If you've boarded the Customer Success train, you probably already know why reducing churn is so important.

Morale 64

Morale Sales Education Personalization 64

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

Vonage

MARCH 16, 2017

Today’s new buzz words in the world of customer service are “customer engagement” and “ customer centric”. The concepts are very valid and important to create a relationship with the customer. But as I read the articles I can’t help but think these are just new phrases for the same old stuff that has been around forever. It is all a reminder that we are in business for one reason – to service and sell the customer.

Customer Service 59

Customer Service Customer centricity Airlines Personalization 59

Rudy Vidal Consulting

MARCH 16, 2017

Are Extreme Customer Service (XCS) and sustainable increases in sales mutually exclusive? I have had this discussion too many times to count. But, it doesn’t get any easier. I believe XCS and increased sales are very compatible. Sales is a long term enterprise, even if your boss is whipping you for quota this month. Konusuke Matsushita, the founder of Panasonic said it best, (not verbatim )”we as industrialists have a responsibility to add value to society and to improve the quality

Sales 61

Sales Customer Service Enterprise Personalization 61

Up Your Service

MARCH 14, 2017

Previously, we described how Amazon builds powerful partnerships. How can you do the same? Each time you explore, agree, deliver and assure, the possibility for trust grows between you and the other party. In fact, this may be the only way human beings can build trust with one another. 1. EXPLORE: Find out what is important to the other person. 2. AGREE: Make a promise to do something on their behalf. 3.

Education 60

Education Feedback Personalization 60

Amity

MARCH 13, 2017

Many customer success organizations still work in a high touch approach. If asked, they will admit that their job is to do anything for the client. This approach is not scalable, time-consuming and what is worst, it hands over the control of the journey to the client instead of leading it. In this blog post we're going to address how to make the customer success team more proactive.

Education 57

Education Consulting Consulting Metrics 57

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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

PeopleMetrics

MARCH 16, 2017

Having a remote customer service team for your company brings its own unique benefits and challenges. Your company can provide customer service using the power of the web, without employees coming into the office, so it saves on the costs of space and equipment. But to successfully manage a remote customer service team, you need to figure out how you can set up shifts for optimal coverage over the entire day, how to maximize everyone’s productivity and how to avoid having issues slip through the

Customer Service 54

Customer Service Accountability Management Employee engagement 54

Vonage

MARCH 14, 2017

Legendary service. Many organizations use this phrase to describe and promote their service. But how many have really earned the right to claim customer service excellence? If you give good service, that’s not legendary. If you go out of your way for someone, that’s not legendary either. But if you provide service unsurpassed in your field, that can be legendary service.

Customer Service 54

Customer Service Education Customer Experience Management 54

Avaya

MARCH 13, 2017

The statistics make it clear: consumers’ expectations for services are climbing year over year. Almost two-thirds have stopped doing business with a brand due to a poor service experience, and the majority consider customer service a vital part of brand loyalty. To meet these expectations, nearly 90% of businesses today compete solely based on the CX.

Entertainment 56

Entertainment Customer centricity Self service Consulting 56