Beyond Philosophy
JUNE 12, 2017
When we’re in the UK, I complain about the chilly, dreary weather. And when we’re at our home in Florida, my wife Lorraine complains about the dreadful heat. Our complaining is all in good fun – we actually enjoy both locales. But as this article explains, complaining can become a nasty habit that makes our lives seem worse than they really are. Complaining can also affect your business.
ShepHyken
JUNE 14, 2017
We must always be honest with our customers. Even if it is something the customer doesn’t want to hear. Many of you will be able to relate to this. My wife holds up two pairs of shoes and asks me, “Which pair of shoes do you like better?” I know I’m in trouble. Is she really interested in my opinion? Or is it a trick question? In her mind she already knows the answer.
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CX Global Media
JUNE 13, 2017
It’s simple. Your agents need help with a customer, all they have to do is raise their hand. But how dumb is that in today’s omnichannel and remote agent world? Okay, just raise a flag then. That’s not much smarter. How dumb is it for your supervisors to support agents? Click to Tweet. One of my favorite projects that I worked on during my years in contact center operations was leading the development and design of a mobile help desk.
Callminer
JUNE 11, 2017
While there is no “easy button” to deploy speech analytics, contact center stakeholders should absolutely expect a return on investment when the system is properly designed
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Beyond Philosophy
JUNE 15, 2017
A couple of years ago, Millennials surpassed Generation X for workers in the U.S. and Canadian workforce. They are also the least engaged at their jobs and the most likely to job-hop. Unfortunately, none of this is good news for your Customer Experience. A much-maligned generation, Millennials have been the subject of many viral work videos. Like this one: This rant from millennial journalist Alex Bloomer about her generation struck a chord with people last year: Sure, the videos are worth a lau
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CX Global Media
JUNE 15, 2017
Last year, roughly 1 in 8 Americans used GetHuman. GetHuman started back on 2006 when, founder of several software companies, Paul English became enraged when he was locked in Verizon’s IVR jail. Now GetHuman tries to create a better customer journey and take care of customer service problems for people. Avoid IVR Jail and Release the Customer Journey Click to Tweet.
Contact Center Pipeline
JUNE 15, 2017
eGain’s SVP Worldwide Marketing Anand Subramaniam believes that delivering a consistent content experience is key to driving value for both customers and agents. According to a recent survey of 500 contact center agents by the customer engagement solutions provider, agents reported the top two obstacles to providing excellent customer service were finding the right answer […].
Callminer
JUNE 13, 2017
The simplest way to improve your interaction analytics is through specialized interaction analytics software, which analyzes data on your behalf.
Myra Golden Media
JUNE 13, 2017
Yesterday I delivered a full-day of soft skills training to a new client in Denver. We had such a fun day. Lots of participation, solid take-aways, table discussions that I know were behavior changing. I love the feeling I get after a day of soft skills training. Have you ever checked out my onsite training workshops? • Workshop attendees have said, “ Myra’s positive attitude really makes me feel that one person can completely change another’s state of being ” and “ Each one of us walked away wi
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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
CX Global Media
JUNE 12, 2017
Evolving customer expectations present an enormous opportunity for organizations to differentiate service, but at what cost? Economic unpredictability and raising customer demands have put a strain on contact centers everywhere. But are you part of the problem? Are you raising customer expectations too high? Are you the cause for the bar being raised higher?
Convoso
JUNE 13, 2017
The topic of managing millennials is becoming an issue across nearly every major industry. However, the call center industry has been particularly affected by unmotivated and disengaged millennials. So, where do you start to fix this industry wide issue?
Steve DiGioia
JUNE 12, 2017
This original article was written by Steve DiGioia. While walking into my local Bed Bath & Beyond store last week I was preoccupied with the thoughts of an upcoming major event; my daughter going away to college. A milestone, a traumatic event, a “relief”…. We had just completed all the college applications, financial aid packages, decisions on which school to choose, and dorm type.
Callminer
JUNE 12, 2017
While recent data show there is a growing and pronounced trend in the deployment of speech analytics to improve overall contact center performance and compliance, recent market penetration data shows that over 60% of US based contact centers have still not implemented a speech analytics solution. Organizations polled cite two main reasons for their reluctance […].
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.
Contact Center Pipeline
JUNE 14, 2017
WITH DEBORAH GEFTEAS “Time flies when you’re having fun” is an idiom quite familiar to anyone that has been to a great party, family event, vacation or concert. First recorded around 1800, the idiom still applies today. Time flies while it is fun. If however, you are delayed at the airport for even a couple […].
Convoso
JUNE 15, 2017
Like many other industries, businesses with telemarketing operations must adhere to several federal and state laws and regulations. These regulations are strictly enforced to protect consumers against complicit activities. However, a severe lack of resources to help call center operations remain compliant has resulted in major frustrations to consumers and has costed businesses thousands of dollars worth of legal penalties, and in some instances resulting in going out of business entirely.
Peter Lavers
JUNE 12, 2017
Part two of the “Accelerate Your Marketing, Branding and Career Success” podcast is now available to listen to. Nat Schooler of Next Level Podcasts, interviewed Peter Lavers for his series of podcasts as a result of the IBM Amplify Conference earlier this year. Listen to Part Two . Listen to Part One. The post Peter Lavers Featured on “Next Level” Branding Podcast – Part 2 appeared first on Think CX.
Aspect
JUNE 16, 2017
Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics. In its research, Aberdeen found that speech analytics users enjoy about 6 times better year-over-year profit margin improvement and about 3 times better year-over-year customer effort score improvement than non-users of sp
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!
Contact Center Pipeline
JUNE 13, 2017
Customer expectations are skyrocketing, making the need to provide seamless, effective service more important than ever, regardless of the size of your contact center. But what if the cost of workforce optimization software exceeds your budget, or you don’t need the robust feature set of an enterprise solution? Now, contact centers of all sizes can […].
CustomerGauge
JUNE 15, 2017
Peter Drucker, a legendary business icon, once famously wrote that the purpose of any business is to “create and keep a customer.” While no one can argue with that logic, not many companies seem to follow the mantra, (i.e., customer retention rates of most companies aren’t great). We put an end to this by introducing […]. The post Using Monetized NPS® to Growth Hack Customer Retention appeared first on CustomerGauge.
Influitive
JUNE 16, 2017
I walked into an all-day meeting back in February, and on one of the tables I saw a piece of notebook paper with my name and a heart written on it. To the side of the paper was a Starbucks tea (I abhor coffee) and a bottle of water.
Customer Experience Matters
JUNE 14, 2017
Hopefully you’ve read our FREE report, The Four CX Core Competencies. It outlines the blueprint to building a customer-centric organization. We’ve created this infographic to showcase the competencies: Purposeful Leadership: Operate consistently with a clear set of values. Compelling Brand Values: Deliver on your brand promises to customers.
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.
Kayako
JUNE 15, 2017
Reducing customer effort is a high priority for support teams. As customers we all know the frustration of getting lost in endless email chains, chats, or phone support to resolve a simple issue, or so we thought. If you want to irritate your customers give them a high effort experience. If you add too much back-and-forth to the interaction that really contributes to customer frustration.
Amity
JUNE 15, 2017
As your company grows and more customers are added to your care, you will either need to hire more people, or be smarter with your time. To scale your Customer Success team, you will need to segment your customers and apply the appropriate engagement model. This means defining the appropriate amount of time and resources to mitigate the related level of risk each customer segment entails.
Customer Service Life
JUNE 16, 2017
Photo Credit: l_yudai via CC License. This article was originally published on CustomerThink as my monthly advisor column on May 11, 2017. Click here to read the original article. . Our client’s customer satisfaction (CSAT) scores were below goal and there was pressure to turn them around. I spoke with members of that team and they cited policies and various product failures as the probable drivers for lower CSAT.
ijgolding
JUNE 14, 2017
The Shop Direct Board of Directors with the stiletto shoe at the launch of ‘Feet in the Street’ in 2010. Over the last few months, I have been exploring in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. Each article has taken me on a personal journey, delving into my own experiences of putting into practice (with varying degrees of success), the things I continue to share with, teach and guide, practitioners and clients alike, all ar
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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.
AskNicely
JUNE 14, 2017
Step 4 – We’re sending out some surveys and starting to get some data back – data you can use straight away. Running some early analysis will identify quick wins and obvious problems. Get aggressive – Start analysis early. One of the advantages of using a specialized tool like AskNicely is that the software collates results and calculates the Net Promoter Score value automatically, so you don’t have to wait until you have a ton of results to start monitoring progress.
Sykes
JUNE 13, 2017
Today, customer facing activities such as customer service, order management, and technical support are more important than ever. But managing these activities to a level that consistently satisfies customers and creates advocates is getting more complex as needs, preferences, and access to information evolve. With so much on the line for your brand, engaging the expertise of a seasoned and reputable customer-service provider is often the most efficient and effective way to alleviate some of the
GetFeedback
JUNE 13, 2017
If you're to get your company's CX program off the ground, you're not alone. Here are the top challenges CX leaders face and some ways to overcome them.
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