Beyond Philosophy

AUGUST 31, 2016

Many companies are attempting to improve their Customer Experience focus on some of the right things and then ignore the others. Why? They don’t know what to do next. So while the vast majority of companies today know that putting the Customer at the heart of everything they do is important, when it’s time to do it, they are flummoxed. Here is a step-by-step guide to help you implement your new and improved Customer Experience.

Customer emotions 279

Customer emotions Education Consulting Consulting 279

ShepHyken

AUGUST 31, 2016

Customer Support. Have you ever called a company’s phone support number, talk to their customer service rep, have that rep transfer you to another person, only to have to repeat the story all over again? It gets even worse when you get transferred or call back a third or fourth time. How about when you dial the company’s support number and the automated prompt asks you to put in your customer number.

Banking 227

Banking Customer Support Accountability Customer Service 227

Steve DiGioia

AUGUST 29, 2016

Never take your existing employees for granted This original article was written by Steve DiGioia. The schoolyard created natural leaders. They were the ones that chose the teams. They were the first ones at bat, their friends sided with their opinions and they led the way with their rebellious streak. You can spot them a mile away. In business it’s not always that easy to find a leader.

Management 170

Management 170

Contact Center Pipeline

SEPTEMBER 1, 2016

Welcome to the final post in our agent appreciation series! The following are five more ideas for recognizing your agents as unique individuals who bring value to your center. Be sure to read the last two posts for ideas 1-5 and 6-10. Write a letter Thank you cards and notes are always a nice tribute […].

Contact Center 100

Contact Center Call Center 100

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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

Beyond Philosophy

AUGUST 29, 2016

By now, it’s clear to many of you that your Customer Experience is an excellent competitive differentiator for your organization. However, if you only consider the aspects of your experience that appeal to people at a logical level only, you are not taking full advantage of what we know about customers and what influences them. All people have different influences that come to bear on what they buy and from whom.

Analytics 278

Analytics Consulting Consulting Customer emotions 278

Customers That Stick

AUGUST 29, 2016

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Customer Service 122

Customer Service 122

Contact Center Pipeline

AUGUST 31, 2016

Curious about the most popular topics that contact center professionals were reading in August? Take a look at our top 5 posts for the month—topics included a speech recognition primer to help you decide whether a natural language system is right for your center; an inside look at Crisis Response Network’s culture of compassion; 5 […].

Contact Center 100

Contact Center Upselling Call Center Technology 100

Beyond Philosophy

AUGUST 30, 2016

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols.

B2C 150

B2C B2B Customer advocacy Consulting 150

ShepHyken

SEPTEMBER 2, 2016

This week on our Friends on Friday guest blog post my colleague, John Smart, explains the leadership term VUCA and how it can relate to customer service. – Shep Hyken. In a previous article I described the difference between customer management and customer leadership. In this article I will explain further about the application of customer leadership and how we can utilize current leadership thinking to take us to the next stage.

Customer Service 174

Customer Service Consulting Consulting Marketing 174

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

GetFeedback

SEPTEMBER 1, 2016

Happy customers become the repeat buyers who keep your business alive. Here are 5 reasons you should constantly monitor your customer satisfaction metrics.

Metrics 78

Metrics 78

Contact Center Pipeline

AUGUST 30, 2016

It’s the little things that you can do on a daily, weekly and monthly basis that make a huge difference in agents’ job satisfaction levels. There are many types of activities and simple gestures that show agents how much they’re appreciated. In my last post, I offered five ideas for showing your agents appreciation. Here […].

Contact Center 100

Contact Center Call Center 100

Vonage

AUGUST 30, 2016

Are you heading to Dreamforce? It is one of NewVoiceMedia’s biggest annual events. In fact, we always seem to grow our Dreamforce presence year over year – bigger parties, bigger sponsorship and bigger customer showcases. And this year promises to be our biggest Dreamforce yet. We’ve kicked off our Dreamforce 2016 prep with a Gold Sponsorship, and we’ve officially launched our microsite , which details our party, booth information and meeting details.

Sales 86

Sales Analytics Personalization Customer Experience 86

NICE inContact

AUGUST 30, 2016

This year’s inContact User Conference (ICUC) is almost one month away and we want to prepare you for the extensive learning opportunities, networking and fun that are about to take place! ICUC is consistently an industry standout and this year is no exception. The lineup of distinguished speakers, exceptional training sessions, and hands-on workshops will provide you with instrumental tools to lead your organization into the future.

Customer Experience 78

Customer Experience Best practices Contact Center Feedback 78

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

AUGUST 29, 2016

Before we go any further, it is probably a good idea to point out that the Terminator from the title is not the nasty, melty, out-to-get-you T-1000, but the friendlier T-800 who discovered love for squishy humans and who is actually looking for ways to help them. All the while sporting that awkward smile. In case this pop culture-heavy introductory paragraph means nothing to you, no worries.

CRM 77

CRM Self service Analytics Scripts 77

Genroe

AUGUST 30, 2016

Providing really effective customer service doesn’t have to be difficult. Like most things in life it abides by the famous 80/20 rule: 80% of the value can be delivered with 20% of the work. The problem is that most organisations don’t know which is the right 20% so they can’t deliver it effectively. Over the […].

Customer Service 71

Customer Service Best practices 71

Olympia Consulting

AUGUST 30, 2016

How do you know when you are meeting the needs of your customers? One sign for many businesses is that the customer will continue to buy your products or services. If this is the only manner in which you gauge your success, you may be too late to salvage a customer who may have already … The post 4 Methods for Effective Customer Feedback appeared first on Olympia Consulting.

Feedback 60

Feedback Consulting Consulting Customer Experience 60

CSM Magazine

AUGUST 29, 2016

Raising your blood pressure is not generally viewed as a good thing – but there is one area I know you will be happy to see it go up a bit on a regular basis. It all depends on which side of the 20/5 rule you are sitting on. The 20/5 Rule is simple to understand and everyone instinctively knows it to be true. It focuses on what people talk about – what they tell others about you.

Customer Service 68

Customer Service Marketing Customer Experience Sales 68

Advertiser: ZoomInfo

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.

Accountability

Amity

SEPTEMBER 2, 2016

Your Customer Success dashboard says everything is fine with a key customer. But you’re not so sure. The data looks positive, but your intuition nags at you. Is it time to check in? Should you trust your head or your gut? The vast majority of business leaders espouse data-driven decision making. Looking at the numbers, they assert, keeps employees from making erroneous choices.

65

65

GetFeedback

SEPTEMBER 1, 2016

Happy customers become the repeat buyers who keep your business alive. Here are 5 reasons you should constantly monitor your customer satisfaction metrics.

Metrics 60

Metrics 60

Omnicus

AUGUST 31, 2016

A 2015 study by the Ponemon Institute found that 47% of data breaches are caused by malicious or criminal attacks. In addition to making you sit up straight, that fact should it clear that you need to prioritize your contact center security. You have established your CRM and picked a cloud-based solution. Now, you need to focus on contact center security.

Contact Center 56

Contact Center CRM 56

Topdown

SEPTEMBER 2, 2016

In a recent Forrester Brief entitled “Should All Customer Experiences Be Awesome?” Amit Bhatia answers the question with a firm NO. He goes on to explain how companies should go about prioritizing initiatives, setting attainable goals and allocating scarce resources in their pursuit of customer experience improvement. What we need to keep in mind is that great customer experience is not attained with just one amazing interaction, or even a few of them – it’s a sum of all its parts.

Customer Experience 59

Customer Experience 59

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Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.

Coaching

CSM Magazine

AUGUST 29, 2016

It happens all of the time. A customer makes some kind of special request. It’s not that it is all that special. It’s just not the norm. And, the first response from the employee is, “We can’t do that.”. My wife knows that I love pesto sauce. There is a restaurant in our area that has a delicious meal with pesto. However, their pesto is a creamy pesto sauce.

Customer Service 60

Customer Service Management 60

aircall

AUGUST 31, 2016

This is a guest post from Carolyn Blunt , Managing Director at Real Results , a contact center training consultancy company. Real Results Training Consultancy operates in the world of Service Desks, Contact Centres and Customer Services, designing both front line and leadership programmes and huge culture change programmes. You can also find Carolyn’s writings at Call Center Helper.

Call Center 54

Call Center Feedback Consulting Consulting 54

Influitive

AUGUST 31, 2016

We’ve long talked about how advocate marketing programs drive tangible revenue—and we’re not the only ones. Analysts at Forrester and Gartner have outlined how advocate marketing strategies can spark B2B growth by increasing leads, brand awareness, and customer retention. However, fear of failure still prevents many brands from investing in customer advocacy—especially if more traditional.

Marketing 56

Marketing Customer advocacy B2B Customer retention 56

Topdown

AUGUST 31, 2016

In the world of customer communications management (CCM), vendors and even analysts have been using the word “interactive” with increasing frequency and expanding applicability. In the immortal words of Inigo Montoya in The Princess Bride, “You keep using that word. I do not think it means what you think it means.” Please, allow me to clarify.

Management 54

Management Customer Experience 54

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

Journey mapping

CSM Magazine

AUGUST 29, 2016

Are you rewarding your team only for speedy transactions, or are they also being rewarded for building relationships? Learn how the little things you say or don’t say can either help you keep or lose a customer. Two Weeks Early. My father worked two jobs most of his life to support my four siblings and me. So he was very proud when he was able to buy a small house for us in St.

Banking 53

Banking Entertainment Accountability Sales 53

aircall

SEPTEMBER 2, 2016

,According to research by Avaya Research global business process and call center outsourcing has been growing at over 10% a year since 2005. That means that the outsourcing industry has seen double-digit growth for more than a decade ! This is an almost unprecendented level of growth in a business that was mostly flat until the rise of the Ecommerce.

outsourcing 48

outsourcing Call Center Customer Service Wait times 48

Customer Centric Support

SEPTEMBER 1, 2016

When it comes to creating an exceptional service culture, nothing is more important than a team’s ability to collaborate well. Both the agent and the customer experience will be exponentially better with 360 degrees of partnership – agents partnering with each other to share knowledge and solve problems, leadership partnering alongside agents to understand the front line, and everyone partnering with customers to foster a meaningful relationship.

Customer Service 48

Customer Service Gamification Quality management Customer centricity 48