Beyond Philosophy

MARCH 31, 2015

'Baseball great Yogi Berra has been quoted as saying “When you come to a fork in the road, take it.” He also said “If you don’t know where you are going, you might wind up someplace else.” Both quotes seem to apply to what is currently transpiring with retail branch banking, and where it seems to be trending. Banks can’t quite make up their minds about what branches are supposed to be.

Banking 311

Banking Airlines Self service Finance 311

Callminer

MARCH 30, 2015

Learn 5 reasons why your call center should be using cross-channel interaction analytics to improve the customer experience. Read more.

Call Center 182

Call Center Analytics Customer Experience 182

Win the Customer

MARCH 28, 2015

'Too many organizations fall short in translating the desire for great customer experience into customer service actions that create them. If more than half of customers would be willing to pay more for a better customer experience, why don’t more organizations get more from customers? Frankly, I believe that most organizations want to deliver better […].

Customer Service 145

Customer Service Marketing Call Center Customer Experience 145

Contact Center Pipeline

APRIL 3, 2015

We asked that question in a recent poll on Contact Center Training. The majority (84%) of participating contact centers reported providing ongoing training for frontline staff. Of those, 71% said they provide up to 50 hours of training annually, and another 21% offer 51-100 hours. However, when asked whether they felt that frontline agents received […].

Contact Center 100

Contact Center Call Center 100

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ClearAction

APRIL 3, 2015

Why Customer Experience Excellence Requires HR Engagement. People are at the center of providing or receiving customer experiences. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged customers. So, it stands to reason that Human Resources (HR) departments have great potential to influence customer experience (CX).

Customer Experience 121

Customer Experience Employee engagement Government Big data 121

Win the Customer

MARCH 30, 2015

'Successful businesses have learned to master making customers successful. Throughout my career, I’ve watched customers set goals, and then watched as they either reached or fell short of them. When you work as closely with your customers as I have, you can’t help but feel these successes and failures as much as they do. The […].

CRM 143

CRM Call Center Technology Customer Experience 143

Contact Center Pipeline

APRIL 2, 2015

Every year, we Workforce Managers get to play with unique and exciting situations around holidays. This year the special one to look out for is Independence Day, because 4th of July happens on a Saturday. By law, when a holiday falls on a Saturday, it is observed on the Friday before, so the big hit […].

Management 100

Management Contact Center Call Center 100

Kristina Evey

APRIL 1, 2015

'Compliments are always good, right? Especially a compliment given to an employee for delivering good customer service, right? Actually…. no. I’ll explain. I once worked with a company in which the Director of the Customer Relations department would walk through the department and say “You guys are Rockstars!” When an employee would speak with him privately, he would discuss their issue and upon leaving would say “You’re a Rockstar!”.

Customer Service 107

Customer Service Management 107

PeopleMetrics

APRIL 3, 2015

'In part one, we discussed some of the risks of a failed Voice of the Customer rollout, and we covered four customer experience best practices for managing change. I f you missed the first part, then click here to check it out. If you’ve been-there-done-that, then read on, bold adventurer. 1-4. Best Practices, Revisited. For the sake of clarity (and to refresh your memory), here are the four best practices we covered in part one : Build awareness, and plan communications.

Best practices 102

Best practices Customer Experience Management Feedback 102

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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

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Win the Customer

APRIL 2, 2015

'Twitter is an absolute essential for connecting with customers and clients in today’s competitive business environment. According to a 2014 study conducted by the University of Massachusetts Dartmouth, 83 percent of Fortune 500 companies maintain active Twitter accounts. The most successful of these businesses carefully craft tweets capable of building an engaged community.

Customer Experience 139

Customer Experience Accountability Technology Customer Service 139

Contact Center Pipeline

APRIL 1, 2015

We operate in a fast-changing business environment. The processes that work well today can quickly become unwieldy and undercut your center’s performance tomorrow. Leading-edge service providers understand the need to keep getting better—and they know firsthand the power that a continuous improvement culture has on customer satisfaction, quality, employee engagement and business performance.

Employee engagement 100

Employee engagement Agent Empowerment Contact Center Call Center 100

ijgolding

MARCH 31, 2015

'If you have ever heard me speak in public, it is very likely you will have endured hearing me recount my favourite quote of all time. I know that ‘quotes of the day’ are not everyone’s bag, but sometimes you hear someone say something or are referred to something someone in authority has said and […].

Customer centricity 99

Customer centricity Customer Experience 99

Andrew Mcfarland

APRIL 1, 2015

'Readers who have even a casual interest in customer service are well aware that customer service is terrible worldwide. What no one seems willing to admit or address is that the main reason service is so poor is because of customers themselves. Customers seem to have abdicated their responsibility in the relationship. They seem to [.].

Customer Service 95

Customer Service 95

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

CX Journey

APRIL 2, 2015

'Image courtesy of Hindrik S What are the Six Pillars that Nunwood has dubbed "the DNA of a successful customer experience?" I was recently sent an advance copy of the 2015 Nunwood US Customer Experience Excellence Report. The report focuses on best practices in the US market, investigating which businesses excel, why, and how UK brands can learn from US customer experience leaders.

Customer Experience 75

Customer Experience Customer effort Best practices Personalization 75

Contact Center Pipeline

MARCH 31, 2015

In early March, workforce management topped the charts on the Pipeline blog, with Human Numbers’ Tiffany LaReau blogging live from the SWPP Annual Conference, and even taking the time to conduct a workforce manager salary poll with conference attendees. Other hot posts included a look at whether or not companies should provide elite status service […].

Management 100

Management Coaching Contact Center Call Center 100

Sikorski's Think Abouts

MARCH 30, 2015

Key operations point for your Customer Care Center: Customer experience as your primary goal. Service as a product. Employees as your greatest asset. Quality as everyone’s responsibility. Contact centers are shifting the focus of key performance indicators from quantitative to qualitative measurements. The number of calls handled in a busy hour, average talk time and wrap-up times are losing their importance.

Contact Center 53

Contact Center Call Center Consulting Consulting 53

Zingtree

APRIL 3, 2015

We’re proud to announce that our Agent Scripting App for Zendesk has been approved in their marketplace! If you’re running a live support team or call center, and you use Zendesk Zingtree makes it easy to have interactive custom scripts for each customer to help guide your agents through superior customer service. Plus, we’ve added a few integration points specific to Zendesk as well to make sure that you’re getting the most from your structure and reporting: Persistent Session

Scripts 48

Scripts Call Center Customer Service 48

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!

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CX Journey

MARCH 31, 2015

'Confused by some of the employee experience lingo you''re hearing? You''re not alone! A couple weeks ago, I participated in a webinar with Kyle Antcliff of Intradiem. We talked about the employee experience, employee journey mapping, and solutions that drive or impact workforce efficiency. During the presentation, a lot of employee experience terms were used, and I attempted to clarify with some definitions.

Journey mapping 64

Journey mapping Morale Employee engagement Airlines 64

Contact Center Pipeline

MARCH 30, 2015

You are a bad customer. We are all bad customers… now. Or we at least have greater potential to be bad customers. Many years ago, we were able to avoid being a bad customer, but those days are gone. And being a bad customer has become worse than being a defecting customer. A more social […].

Surveys 100

Surveys Feedback Contact Center Call Center 100

Customer Interactions

APRIL 2, 2015

'Back in the mid-1990’s I was the Security Director for Tower Air, which at that time was a very successful worldwide airline. During those years we had to deal with many security incidents. I always found the biggest challenge to be devising effective methods to communicate and collaborate so that security incidents could be resolved quickly.

Airlines 34

Airlines Government Management Technology 34

Zingtree

MARCH 31, 2015

After tons of research, we’ve launched what we believe is the ultimate live agent scripting solution, especially suited for call centers of all sizes. From easy deployment to intelligent pricing packages, Zingtree makes it easy to set up scripts for any type of live support! Smart Pricing. Traditionally, call centers have high turnover, so keeping track of agents on a monthly basis can be tricky.

Scripts 48

Scripts Call Center Accountability Enterprise 48

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

Influitive

APRIL 3, 2015

We are living in a Membership Economy. The Membership Economy is a term I coined to describe a massive change I have been documenting over the past 11 years, and recently wrote about in my book by the same name. Organizations have slowly been changing their focus from ownership to access; from transactions to relationships; and from having anonymous customers to really knowing their top advocates.

B2B 63

B2B Customer advocacy Enterprise Feedback 63