Beyond Philosophy

JUNE 26, 2017

The past week has been headline after headline of the changes in the retail landscape. As usual, Amazon is causing a lot of the fuss or fanfare, depending on where you sit. Retail shopping must rally itself or retail shopping as we know it could be gone forever. In case you missed it, here’s what happened: Amazon Makes Whole Foods Whole Again. Amazon purchased Whole Foods for nearly $14 billion (with a b) this past week.

Consulting 305

Consulting Consulting Sales Customer Experience 305

ShepHyken

JUNE 28, 2017

It was a major meeting for my friends at Volkswagen Australia. This was their Customer Experience Summit, and the theme for the meeting was “Think Small: Big Differences Come from SMALL Details.”. Jason Bradshaw, the Director of Customer Experience, shared his vision about Volkswagen Australia being recognized and known for their amazing customer service.

Customer Service 243

Customer Service Customer Experience Management 243

Peter Lavers

JUNE 26, 2017

When you think of your ideal customer experience, does it include someone telling you, “no,” or “I can’t”? Companies need to train their staff to provide alternative solutions and avoid the easy “no” response in order to create a better customer experience. It can take some effort and imagination, but it is worth it. Problem Solve for a Better Customer Experience.

Customer Experience 230

Customer Experience Coaching Self service Management 230

Callminer

JUNE 28, 2017

Definition of Average Handle Time Average handle time, or AHT, is an important call center metric. In the simplest terms, AHT is the average time it takes to handle a call or transaction from start to finish – from call initiation, to hold time, to talk time, and all the way through to any related […]. The post What is Average Handle Time? Challenges, Examples, and Best Practices for Improving AHT appeared first on CallMiner.

Average Handle Time 220

Average Handle Time Best practices Call Center Metrics 220

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Contact Center Pipeline

JUNE 28, 2017

Contact center days are jam-packed with activity. It’s easy to lose sight of the thread that should tether contact center performance metrics to what matters most to customers. Doing so can leave the contact center and its agents disconnected from their own customers. Use the easy template below to make sure the path between what […].

Contact Center 197

Contact Center Metrics Call Center 197

CX Global Media

JUNE 27, 2017

Over the past few years there has been a large focus to develop security solutions for mobile and online channels. This has left your contact center vulnerable. To fraudsters, they see your contact center as a huge fraud opportunity. And they love you for it. “Why your contact center is a massive fraud risk” Click to Tweet. Are you at risk? You can bet on it.

Contact Center 159

Contact Center Call Center Interactive Voice Response Banking 159

Peter Lavers

JUNE 29, 2017

Anybody who knows me knows that I am passionate about seeing and managing the customer experience as a business system which is why I want to share with you six benefits for co-creating your own CM Model. Systemic is defined as “of or relating to a whole system, especially as opposed to a particular part”, which in business infers a holistic approach, taking into account all the variables and soft/hard factors that affect the desired commercial and experiential outcomes.

Management 79

Management Benchmark B2C Banking 79

Contact Center Pipeline

JUNE 29, 2017

If you’re compiling your summer reading list, think about adding a few industry-related instructional posts to your lineup. Hot topics on the Pipeline blog included how to blend artificial intelligence with live-agent support, fun and motivational ideas for your training, coaching and team meetings, useful advice to get the most out of agent training efforts, […].

Coaching 100

Coaching Upselling Contact Center Call Center 100

Ian Jacobs

JUNE 29, 2017

Over the past year, Forrester clients have been brimming with questions about chatbots and their role in customer service. In fact, in that time, more than half of the client inquiries I have received have touched on chatbots, artificial intelligence, natural language understanding, machine learning, and conversational self-service. Many of those inquiries were of the […].

Chatbots 85

Chatbots Enterprise Customer Service Marketing 85

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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

CX Global Media

JUNE 28, 2017

The theme at this year’s Call Center Week is about building the foundation for future transformation. Brian Cantor talks about Call Center Week highlights. Click to Tweet. No more innovation. Every year we tend to emphasize the innovative, trendy and the amazing ideas. And a lot of these have experienced traction and adoption. There has been new technology that will be impacting our future.

Call Center 149

Call Center Average Handle Time Contact Center Coaching 149

Kayako

JUNE 29, 2017

System downtime can hit any online business at any time. And the way you find out about disruptions – a barrage of tweets, emails or chats – isn’t a nice experience. You’re never ready and there’s never an ideal moment to handle system downtime apart from ASAP. It’s Murphy’s Law of ‘ whatever can go wrong, will go wrong’. For many businesses that happened on the 28th February 2017 when AWS had a system outage.

Engineering 83

Engineering Personalization Marketing Customer Experience 83

Contact Center Pipeline

JUNE 27, 2017

There is one thing that becomes immediately evident to Teleopti’s contact center clients—that this is a company that walks the talk when it comes to customer care. In fact, the global provider of workforce management (WFM) software has been regularly recognized for high customer satisfaction ratings, as well as by its employees for high workplace […].

Contact Center 100

Contact Center Customer Care Management Call Center 100

Influitive

JUNE 30, 2017

Dear content marketers: no one believes your brand’s messaging. However, they do believe influencers—we’re talking about pros in your field with whom you’ve established a genuine connection. (Not Kim Kardashian!) But how do you get them to help you spread your message—especially if you don’t have a huge budget to buy their affection?

Marketing 85

Marketing B2B 85

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

Aspect

JUNE 29, 2017

When it comes to customer service departments, few industries underwhelm on an annual basis quite like the airline industry. This isn’t just about leg room, and it isn’t even about being forcibly dragged off a plane. In fact, despite several recent PR missteps, the airline industry just had its highest rating ever bestowed on it by the American Customer Service Index.

Airlines 79

Airlines Interactive Voice Response Customer Service Self service 79

Win the Customer

JUNE 28, 2017

If you’re a business owner feeling frustrated because you can’t seem to stay ahead of costs, you aren’t alone. Some businesses struggle from the start, while others may find some initial success and then find customers turning elsewhere. According to the SBA, about 30 percent of businesses don’t make it past their first 2 years.

Transportation 76

Transportation CRM Accountability Marketing 76

Customer Service Life

JUNE 26, 2017

Ruth McCullen and Jeremy Watkin had the pleasure of having Virginia from Kingman Ink draw as we helped contact center leaders tell better stories. This article was originally published on the FCR blog on June 9, 2017. Click here to read the original. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. Joined by my colleagues Ruth McCullen, Valerie Gordon, and more than two thousand contact center professionals, there were many opportunities to network, see

Contact Center 68

Contact Center Journey mapping Entertainment Chatbots 68

Ian Jacobs

JUNE 29, 2017

Over the past year, Forrester clients have been brimming with questions about chatbots and their role in customer service. In fact, in that time, more than half of the client inquiries I have received have touched on chatbots, artificial intelligence, natural language understanding, machine learning, and conversational self-service. Many of those inquiries were of the "how does this stuff work" variety.

Chatbots 74

Chatbots Enterprise Self service Customer Service 74

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

Influitive

JUNE 27, 2017

In a noisy world of non-stop ads and content marketing, it has become increasingly difficult for us to trust the brand messages we see. First, buyers place a lower degree of trust in branded content, or anything produced by a company about themselves. According to UK marketing agency Earnest, only 9% of B2B buyers actually.

B2B 76

B2B Marketing Customer advocacy Customer Experience 76

CustomerGauge

JUNE 27, 2017

As a Customer Success Manager, I can’t help but want to share the amazing customer-centricity displayed by one of my largest clients, H&R Block Canada. Everyone talks about being customer-centric, but this is an organization—I feel—that does a truly outstanding job displaying that through their actions, not just their words. In addition to sending out […].

Customer centricity 60

Customer centricity Management 60

GetFeedback

JUNE 27, 2017

We've been hard at work on new features and updates to help you capture better feedback. GetFeedback Summer '17 is a roundup of our latest releases. Dig in!

Feedback 60

Feedback 60

Customer Experience Matters

JUNE 28, 2017

As you probably know, Temkin Group spends a lot of time researching and writing about employee engagement. It’s one of our Four CX Core Competencies and a critical component of a customer-centric culture. While our research typically focuses on the work environment that drives employee engagement, that’s only one part of the picture. To fully understand employee engagement, […].

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Employee engagement Customer centricity Customer Experience 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

Amity

JUNE 28, 2017

In the first two parts of this blog series, we argued that while Customer Health Score (CHS) is a helpful metric it is insufficient to address opportunities and challenges with your customers. We suggested that a new metric that we coined Customer Maturity Index (CMI), is essential to enable a much clearer and crisper picture of your customer and what is needed to ensure their and your success.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

Aspect

JUNE 30, 2017

When I look at the month of June’s customer experience highlights, I keep going back to Amazon’s acquisition of Whole Foods. I stumbled across this article in Money “5 Ways Amazon Will Change Whole Foods, According to CEO John Mackey.” At first blush, you might think this is a story about brick and mortar marrying ecommerce; technology mastering food delivery.

Customer Experience 54

Customer Experience Chatbots Self service Technology 54

GetFeedback

JUNE 26, 2017

With the Image Upload question type, you can capture visual feedback from customers in any GetFeedback survey. Here are some ideas for putting it to use!

Surveys 60

Surveys Feedback 60

Customer Experience Matters

JUNE 26, 2017

We just published a Temkin Group report, Activating Executive Commitment to CX. Here’s the executive summary: Organizations that want to drive sustainable customer experience (CX) improvements need to have senior executives who are committed to propel change throughout the entire journey. Successful transformation efforts require senior executives to set the direction, lead communication efforts, model desired […].

Customer Experience 57

Customer Experience Chief Customer Officer 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

Amity

JUNE 29, 2017

What’s the secret to great customer success? It starts with great customers – the ones that realize true value from your solution, provide invaluable product feedback and are the most vocal advocates. Customers don’t usually start out like this by definition. Customer success plays an integral role in making them “great” by employing a great customer success mindset with 4 predominant traits.

Upselling 54

Upselling Feedback Sales Personalization 54

ijgolding

JUNE 27, 2017

Picture a room full of strangers at a party you’ve just arrived at, as you walk in there’s one voice you can hear above the rest, bragging about how they have the biggest house, the fastest car, the best job. Are you going to want to talk to that person? No – who wants to listen to somebody talk incessantly about themselves? Unfortunately this is how a lot of businesses talk to the outside world and end up being ignored.

Government 53

Government Banking Consulting Consulting 53

GetFeedback

JUNE 27, 2017

With dashboard filtering and sharing, you can give everyone on your team a personalized view of the customer feedback that matters most to them.

Feedback 60

Feedback Personalization 60