Beyond Philosophy
MAY 3, 2017
There are too many people in organizations that do not tell their bosses and senior management the reality of the situation. It’s like the story of the emperor’s new clothes. No one would tell the emperor that the beautiful new clothes he’d commissioned didn’t really exist. So the emperor paraded through the streets stark naked until a young child finally told the truth: “But he hasn’t got anything on!”.
ShepHyken
MAY 3, 2017
When was the last time you called your business? I recently spoke at a conference. After the speech, the client gave me a gift: the list of everyone in the audience with their contact information. She suggested I pick up the phone and let everyone know they should hire me to speak at their next meeting. (Now, that’s a nice gift!). So, a week later our team picked up the phones and started “smiling and dialing.
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Contact Center Pipeline
MAY 3, 2017
Thank you for calling, your call is important to us, please wait for the next available agent… ♪ The contact center credo is simple: When somebody calls, somebody should answer. As such, ensuring that a sufficient pool of agents is available to competently handle incoming queries at any given time is key to mission success. […].
Steve DiGioia
MAY 1, 2017
This original article was written by Steve DiGioia. What do your customers expect from you? Do you live up to their expectations or only reach your own perceived “ceiling” of service? Are you “good enough”? Maybe. But good enough for whom? Once we believe we have little to learn about the needs of our customer we no longer deserve their business – and shouldn’t expect it.
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Beyond Philosophy
MAY 1, 2017
Most organizations realize Customer Experience is vital to their competitive differentiation. But they don’t do anything about it, at least not anything with real impact. My co-author Professor Ryan Hamilton and I shared seven imperatives for taking customer experience to the next level in The Intuitive Customer. Designed to help navigate the new thinking in the new world, the imperatives provide a starting point for developing a future customer experience.
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
MAY 2, 2017
Know what I love best about the contact center industry? It is as relevant and as important today as ever. We are continuously challenged to find better processes to improve our customer experiences and employee successes. This month we address many of the issues contributing to our experiences and successes. Take a look: FEATURE […].
Customers That Stick
MAY 4, 2017
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PeopleMetrics
MAY 4, 2017
Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their organizations. In our blog, we commented on the slow progress revealed by the trends in this data , with few disciplines improving over time. However, one exception to this stagnation in activities exists: the practice of customer journey mapping.
ShepHyken
MAY 5, 2017
This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. I think a great self-service option is key for everyone. – Shep Hyken. Anyone who’s had to suffer the never-ending chore of navigating a phone tree will tell you that the experience is unpleasant — often made even worse by that disembodied voice repeating “your call is
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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
MAY 4, 2017
As mentioned in a previous post, developing a people-centric disaster plan should be a collaborative effort that takes place before a disaster strikes. During a disaster, the safety of your staff is the No. 1 priority. Make certain that all of your agents who are onsite or who may be commuting to or from the […].
Customers That Stick
MAY 1, 2017
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Influitive
MAY 2, 2017
Do you feel awkward asking customers for referrals? You shouldn’t. According to SalesStaff, 91% of satisfied customers say they’d give referrals. Yet, on average, only 29% of customers do. Why? It’s likely because you haven’t asked them. Or, at least, not in the right way. Barraging customers with emails asking for referrals isn’t going to.
aircall
MAY 5, 2017
We’ve looked at how to successfully scale your customer support team before. But before you can scale your team from one to five, or ten, or a whole busload, you need to start building it. What about your very first scaling operation, the one from zero to one? This article will explain how to recruit your first customer support employee. Why you need to recruit your first customer support employee.
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 Service Life
MAY 1, 2017
I’m excited to announce that I recently partnered with Solvvy to publish an ebook highlighting the benefits of using artificial intelligence in the contact center. As a customer service leader, I remember the days when one of our supervisors was out of the office because those were the days where I spent most of my day answering questions from my agents.
Andrew Mcfarland
MAY 2, 2017
Never a group to shy away from a public thrashing, Congress has weighed in on the bad customer service provided by United and other airlines. But, like most things from Congress, their threats amount to nothing more than continued posturing.
Amity
MAY 5, 2017
Wynne Brown is the Director of Customer Success at Seal for the West and Central regions. Prior to joining Seal, Wynne was the head of Customer Success for GitHub. Wynne’s roots are in sales starting with a named account position at Monster Worldwide where she grew revenue from $5M to $25M in five years. Wynne’s career has spanned the entire customer lifecycle at cutting edge start-ups such as BaseCRM and Coupa.
Influitive
MAY 4, 2017
The scenario: it’s nearing the end of the quarter, and your sales team is within reach of their number. Evaluations are done, sales reps are in closing mode, and all that stands in the way of a killer three months are a few customer references. Panic time? Of course not. Asking for a customer reference.
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!
ijgolding
MAY 2, 2017
Last week I wrote an article on the subject of ‘common sense’ To be more accurate, I wrote about the lack of common sense and how it’s absence was continuing to destroy customer experiences all over the world. One of the stories featured in the article was about United Airlines and their much publicised PR disaster caused by the practice of overbooking flights.
Up Your Service
APRIL 30, 2017
Every once in a while someone takes the time to write an exceptional review of our New York Times bestselling book “UPLIFTING SERVICE: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet” Here’s one, from Chief Quality Officer of a Microsoft VAR who specializes in software development and business analysis.
Kayako
MAY 4, 2017
Entering a small shop or boutique where they know your name and respect your business feels inclusive and welcoming. But as small businesses become bigger and build success, why don’t their service experiences ever scale? Think about your favorite small business. It could be a cool cafe or a specialist store. Why do you love it so much? There’s probably several qualities that won you over.
Influitive
APRIL 30, 2017
Lots of companies ask influential outsiders to advocate on their behalf, with the hopes that it will grow their reach and generate new leads in a (seemingly) organic way. And it makes sense in these digitally-connected times. People often seek the opinions of their peers online before they make a purchase (including B2B buyers). However, influencer.
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.
Customer Relationship Metrics
MAY 1, 2017
A large part of the success of any contact center operation is dependent upon people; not technology as you might assume. Those measuring the customer experience and those delivering the customer experience must work in concert to define the specific business need to take action with call center analytics. NOTE: Is this article advanced for you? If it is, use it as a self-assessment to tell yourself that you must learn more because understanding analytics is becoming a necessity to become a high
Up Your Service
MAY 3, 2017
Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing.
ClearAction
MAY 3, 2017
Customer-Centered Business: 10 Keys to Organic Growth Lynn H. What is your business centered on? Investors, competition, innovation, or customers? The rule of the game is to follow the money. Sure, it comes from all these motives, but it springs from customers buying your offerings. When customers quit buying, all the rest becomes irrelevant. Centering your business on customers is therefore the logical choice.
Customer Service Life
MAY 5, 2017
This article was originally published on the FCR blog on April 20. Click here to read the original. Word clouds are a great way to visualize what’s really going on within a huge blob of text. One of my favorite things to visualize with a word cloud is all of the verbatim customer comments from Customer Satisfaction (CSAT) or Net Promoter Score (NPS) surveys to see the most common words that stand out.
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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.
NICE inContact
MAY 5, 2017
Anyone can design a customer feedback survey. It’s just a bunch of questions about things that you, your boss, your marketing department, and perhaps an executive or two want to know about your customers. Simply collect the questions from everyone who wants to know about your customers, build the survey, and wait for the results. Stop! If you believe any of what you just read and you have any type of customer feedback survey in place now, you are likely hurting your company’s reputation.
CX Journey
MAY 4, 2017
Today is my Day One. Back in 2011, I started blogging at CX Journey when I was between gigs. I wanted to build my personal brand, and I felt like I had a lot in my head to share with others after (at that time) a 20-year career in this CX space. Those first months of writing were pretty interesting. If you ever plan to start blogging, do not - let me repeat - do not watch the site stats.
Russel Lolacher
APRIL 30, 2017
I recently did a motivational customer service workshop for Quilchena Hotel and Douglas Lake Ranch where the focus was all about employee empowerment and being a leader. It was a great day, being surrounded by a great group of people. It’s unbelievably important for employees to know how powerful they are in shaping the customer experience. For.
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