Beyond Philosophy
MARCH 9, 2016
There is an old saying that goes, “It’s not personal; it’s just business.” This statement is complete rubbish. I think business is personal, especially when you are trying to build a relationship with your customers. Zig Ziglar, author and renowned speaker, said, “If people like you they’ll listen to you, but if they trust you they’ll do business with you.
Callminer
MARCH 9, 2016
To uncover some of the best ways to drive call center efficiency, CallMiner compiled a list of call center best practices from industry experts. Read more.
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Steve DiGioia
MARCH 7, 2016
and don't hold a potential bad review over my head! This original article was written by Steve DiGioia. What do you do when someone threatens you with “ TripAdvisor Blackmail ” by posting a very negative review if you don’t give into their demands, even if they are unreasonable? Even if “the customer is wrong” ? Let’s take a step back for a moment….
Bill Quiseng
MARCH 7, 2016
In 2011, An American Express survey found that Americans tell an average of 9 people about good experiences and 16 people about poor experiences. Today, just five years later, people may still tell an average of 9 people about good experiences, but if they have a bad experience, they can now tell the entire world via social media. We have all seen the word “viral” tagged to a personal story about bad customer service more often than a good one.
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Beyond Philosophy
MARCH 7, 2016
Do you use humor to get over your message? Some brands are particularly good at it. If it’s done well, a funny tone of voice can make a brand more memorable and attract a big following. A recent blog cites Old Spice as an example of a big brand that uses humor effectively, in its “The Man Your Man Could Smell Like” ad campaign. Embedd this video in blog.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Contact Center Pipeline
MARCH 10, 2016
It has often been said that the most effective leaders are lifelong learners. They are driven to continually develop their skills and abilities, and stretch to attain ever higher personal and professional goals. Add to that a passion for putting people first and you have a few of the fundamental traits that distinguish Cassidy Klundt […].
Win the Customer
MARCH 7, 2016
Not so long ago, I was a complete rookie to the blogging world. When I started to benchmark hosting sites, I felt lost. You know the feeling when you have to choose between many options but you don’t have all the knowledge and understanding to make a sound decision? Horrible. But I had no choice. I needed to select a hosting site to start my blogging adventure.
Nimble
MARCH 11, 2016
The world is seeing rapid change triggered by the fast advancements in technology which also transform passive consumers into active participants. Many companies are no longer investing into creating products that they can then push down the pipeline to passive audiences. Nowadays, ideas are flowing back up from the consumers to the producers. Image source: [.].
Callminer
MARCH 9, 2016
For any contact center to thrive, its decision-makers need to have the right priorities.
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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
Contact Center Pipeline
MARCH 9, 2016
I have always been a big proponent of quality monitoring (QM) programs. It’s the best process we have to determine how well agents are following the training and coaching they have been provided. And if you have ever wondered how effective a QM program is, just hold a focus group and ask agents why they […].
Vonage
MARCH 11, 2016
The phone is not dead. Let me tell you why. Actually, allow me to gush. I recently had a customer service experience over the phone that proved why the phone is still king. Melanie, a Verizon Wireless technical support rep, took a minor frustration and turned it into a great experience. She did it primarily over the phone. Yes, she used text and email too.
airespring
MARCH 7, 2016
When it comes to partnering with a telecommunications provider, bigger isn’t always better. Though the advertising budgets of the industry giants may claim attention and brand awareness, you can’t buy reputation. That’s why it’s best to listen to the people that know: telecommunications professionals. The Telecom Association is a professional membership organization of thousands of dedicated individuals and telecom and technology vendors who help businesses with their telecom, internet, data net
Up Your Service
MARCH 5, 2016
Sometimes being closed is the best service of all. Around the world, businesses are choosing to stay open longer hours and more days. This includes retailers, banks, brokerages, call centers and service centers. Major holidays, previously sacred ground for closing shop, are also seeing more and more businesses staying open. But is this really increasing service to customers?
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
MARCH 8, 2016
Over the past few years, we’ve worked with 800-plus organizations in design, implementation and continuous improvement of work-at-home programs for contact centers. Now that home working for contact centers is moving into the mainstream, there are some patterns emerging in terms of failure points. The following are the top three, along with proven methods of […].
Vonage
MARCH 8, 2016
During a cold winter season, smart organizations get busy preparing for spring. One way to prepare is to create (or confirm) a clear and motivating vision of what you want to become. Back this vision up with customer service education and other measures and you can transform your business for the better. Your engaging service vision is one of the “12 Building Blocks for an Uplifting Service culture” we teach at UP!
Topdown
MARCH 7, 2016
In a recent report entitled “ The Public Is Still Skeptical of Federal Digital Customer Experience ,” Forrester’s Rick Parrish notes that, since 2011, the White House has been trying to improve the federal digital customer experience. After slowly gaining traction, the effort has finally begun to see some results. “Unfortunately,” Parrish points out, “customers remain apathetic about digital government in both theory and practice.”.
NICE inContact
MARCH 10, 2016
As a contact center manager, you’ve got a lot of metrics to choose from as your key performance indicators (KPIs). In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive. So, what are the top metrics you should be looking at? Check out our list below of the most critical call center metrics and KPIs for both inbound and outbound contact centers.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
ForeSee
MARCH 9, 2016
Today marks the release of ForeSee’s 50th consecutive quarterly E-Government Satisfaction Index. This special edition report measures over 185,000 citizen responses for the fourth quarter 2015, revealing that satisfaction with. The post Citizen Satisfaction Rivals Private Sector CX in 50th E-Government Satisfaction Index appeared first on ForeSee.
Kayako
MARCH 10, 2016
Service level agreements, or SLAs, are integral to any service-based industry. Most customer support teams have to adhere to SLAs, which are contractual agreements to provide service within an agreed time frame. These could be as fundamental as making sure that groceries turn up within the delivery window, or as complex as getting the network back up and running after a failure within a certain time period.
Topdown
MARCH 11, 2016
In an article for Forbes, Blake Morgan writes about the Customer Experience Performance Gap. She reiterates Gartner’s assertion that companies are now competing mainly on customer experience (CX) but laments Forrester’s finding that most brands are still “painfully unaware” of the importance of CX beyond marketing , stating, “The people responsible for the reputation and communication of the brand are not thinking about what it’s actually like to do business with their brand.
NICE inContact
MARCH 9, 2016
Every day we go to work with the objective of helping our companies improve. Each day is shaped by the goal of success. As we all know, high performance of employees is what makes this goal a reality. If there is low performance, improvement is scarce. Listed below are five roadblocks that impede the road to success by hindering high performance. The first roadblock is disparate data or data that is low quality, defective, irrelevant, missing or disconnected.
Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.
Eptica
MARCH 11, 2016
Date: Friday, March 11, 2016 How good are UK brands at email customer service? Published on: March 11, 2016. Author: Derek Lewis Forrester recently reported that 69% of people still want to contact companies through email. However, UK brands are struggling to cope with the emails they receive , with performance overall worsening according to the latest Eptica Multichannel Customer Experience Study.
C3Centricity
MARCH 10, 2016
Last week I wrote a long post on “The 7 Essential Differences Between Simply Responding to Customers and Providing True Customer Service“ So this week I wanted to write a shorter thought piece on a topic getting a lot of airtime these days; that of smart things, the IoT or the Internet of Things. We [.]. The post Are Smart Things Really Smart?
Customer Centric Support
MARCH 10, 2016
Also posted on ICMI.com. This is entirely for fun, but it may help reveal some qualities that you want to look for in your next CSR hire! Exciting news! The Fantasyland help desk is growing. A position was just opened, and several of your favorite customer service pros have referred their top candidate. One catch – this person will be serving the “Magical Executive” customer segment and must be an official Princess.
Topdown
MARCH 9, 2016
As this year’s MarTech ® USA conference is about to begin, we thought it a good opportunity to remind everyone: Managing customer experience (CX) today does require having good marketing technology, or “martech,” but martech isn’t all there is to it.
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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.
Nimble
MARCH 11, 2016
The world is seeing rapid change triggered by the fast advancements in technology which also transform passive consumers into active participants. Many companies are no longer investing in creating products that they can then push down the pipeline to passive audiences. Nowadays, ideas are flowing back up from the consumers […].
Natalie Petouhof
MARCH 7, 2016
Tweet What is the mission of Adobe? To change the world through digital experiences. The pace of change in how consumers engage with content is accelerating. So their mission is more relevant than it has ever been before. Consumers expect to connect with content immediately no matter where they are or what they are doing. In the personal, always-connected mobile world we now live in, the inability to deliver the right experience to the right person at the right time directly impacts engagement
LiveChat
MARCH 7, 2016
If you were put into a huge magnet that can monitor the neural changes happening in your brain and flash the word “no” for less than one second, you’d see a sudden release of dozens of stress–producing hormones. These hormones immediately influence the normal functioning of your brain , impairing logic, reason, language processing and communication.
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