Beyond Philosophy
MAY 31, 2017
Find out what Google knows and your Customers won’t tell you: Economists hate surveys. They don’t trust them because people lie in surveys. Economists prefer to look at what people do instead, which, as we know, is what people are incented to do. Understanding these truths is critical to the work of an economist, and it is also vital to moving your Customer Experience to the next level.
ShepHyken
MAY 29, 2017
Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How good is your company’s internal customer experience? by Nicolas Maechler. (McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions.
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Contact Center Pipeline
MAY 30, 2017
When trying to meet and improve service level agreements, reviewing agents’ performance and providing adequate training is imperative for success. Unfortunately, making time for agent training doesn’t always seem possible. Contact centers are notorious for being extremely busy and agent time is closely monitored to ensure that customers’ calls are promptly answered.
CX Global Media
JUNE 1, 2017
Hiring the best contact center agent is getting more complex with each passing year. As more interaction channels enter the contact center, the interactions agents need to support are more challenging and require higher skill sets. To obtain higher skilled candidates, contact centers must focus on the candidate experience. Watch Tim Kennedy of Shaker with Jim Rembach on Contact Center Candidate Experience.
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Beyond Philosophy
MAY 29, 2017
The latest news – Graco is recalling more than 25,000 car seats that might not adequately restrain children during a crash! The National Highway Traffic Safety Administration announced Wednesday that the webbing in the car seat failed to meet Federal Motor Vehicle Safety Standards. Surely this would be an absolute minimum requirement. This will no doubt cause great concern and worry among parents who believe they have invested in a safe and reliable product to keep their child safe.
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
JUNE 2, 2017
I attended the ICMI Conference and Expo in Orlando, Fla., last week. It was a great event. I got to talk about ChatBots and OmniChannel, outsourcing in Granada and customer satisfaction surveys. I had a great demo from Gladly. If you haven’t seen their product, you really need to check it out. It is one […].
Joe Rawlinson
MAY 31, 2017
Vilfredo Federico Damaso Pareto coined the idea that 80 percent of results come from 20 percent of the action. The Pareto principle may date back to the 1800s, but it’s still relevant for the consumer marketplace today. Take a look at your most loyal customers. Forbes reports that most businesses find 20 percent of their most loyal customers actually make up 80 percent of their sales.
Customer Service Life
MAY 31, 2017
Jenny and I had the privilege and honor of presenting at the 2017 ICMI Contact Center Conference last week in Orlando, Florida. In this episode you’ll hear a brief summary of our presentations, and if you stay to the very end, you’ll be treated to an original song that Jenny shared in her session. You’ll also learn about the worst trouble we’ve ever gotten ourselves into.
ShepHyken
MAY 31, 2017
I’m often asked, “How many people in an organization does it take to create a culture focused on Customer Amazement?” The short answer is: all of them. But, the process has to start somewhere. Usually it’s at the top with leadership. But sometimes it can come from someone inside the organization at a different level. I refer to that person as The Force Within.
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.
Contact Center Pipeline
MAY 31, 2017
Despite a lot of industry conference activity in May (or possibly because of), Pipeline readers found the time to read about contact center cost management, balanced decision-making, workforce management, remote access solutions and virtual training models. The following were our most popular posts in May. Driving Margins by Minimizing Contact Center Costs Understanding your contact […].
CustomerGauge
JUNE 1, 2017
Over the last half-decade the customer experience and Net Promoter Score® industry trends has changed as we know it. Customers have become increasingly empowered with technology and now demand a highly personalized and frictionless customer experience that meets their needs and expectations. In order to keep customer satisfaction and loyalty to a high standard, NPS® has […].
360Connext
JUNE 1, 2017
In many ways, customer experience is still a new phenomenon. Ok that’s not really accurate, of course. Your customers have experiences with you, and judge their relationship with your brand based on how they feel about those experiences, whether you want them to or not. But the idea of investing in creating powerful, meaningful and delightful experiences is still a relatively new idea.
Kayako
JUNE 1, 2017
Over the past few years, all hands support has been touted as the pinnacle of cross-company customer service collaboration. And yet, it’s still undervalued as a tool for minimizing barriers between businesses and their customers. But all hands support has its issues too. While the expected benefits of an all hands approach are many, the notion that everyone in a company should participate in answering customer service is idealistic and naive.
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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.
Avaya
MAY 31, 2017
Change is bound to happen whether you enable it or not, whether you are ready for it or not. It will just happen. The question is: When change happens, are you making the most of the opportunities that result? Consider the customer engagement or contact center industry as it’s commonly known. What’s driving tremendous change is digital transformation.
CSM Magazine
MAY 30, 2017
Customer service is not just about how a representative reacts to an individual customer; it’s about how a company as a whole reacts to its customers on a long term, sustainable basis. “Sustainability” defines a process that can be maintained at a certain level indefinitely. Most recently, the term has been applied to energy production that involves renewable resources or does not harm the environment and thus, is sustainable.
Influitive
MAY 29, 2017
When you’re looking for ways to improve your branding and reach with consumers, some of your most important assets are (literally) sitting right in front of you: your employee ambassadors. In some shape or form, all employees have interactions with customers, be it directly (sales and customer service reps) or indirectly (developers, fulfillment workers, and.
Taylor Reach Group
MAY 30, 2017
By: Colin Taylor. . It seems there is no shortage of experts and pundits weighing in on what they see as the trends that will impact the Call Center/ Contact Center industry. Though many of the prognosticators may have the timing off, many of these trends will eventually impact on the center, but maybe not today, tomorrow or even in my lifetime, but sometime. .
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!
Amity
JUNE 1, 2017
Operationalizing a High Volume Onboarding Team. How to do it scalably and efficiently while achieving near 100% Customer Satisfaction and lowering time to desired outcome. If you’ve spent any time in SAAS Customer Success, you’ll understand that one of the most important aspects of adopting a new software product is the onboarding and training period.
Topdown
JUNE 1, 2017
We'll be exhibiting June 4-7 at the IASA 2017 Annual Educational Conference and Business Show in Orlando, Florida. Our focus will be on how INTOUCH ® , our new cloud-based Customer Communication Management (CCM) solution, improves both the customer experience and the employee experience in the insurance industry.
Provide Support
JUNE 1, 2017
5 Tips for Effective Leadership in Customer Service. Customer service team success is most significantly influenced by service-focused culture that starts at the top and works its way throughout the company. In today’s highly competitive marketplace, the most popular businesses attribute a large part of their success to having a customer service mindset that has the power to build a strong brand image and product differentiation.
Calabrio
JUNE 1, 2017
It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. Consumers have high expectations for a great experience no matter where they interact with brands, therefore businesses are now forced to stop thinking about loyalty in terms of brand name and start thinking of it in terms of experience.
Advertiser: ZoomInfo
Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr
CSM Magazine
MAY 29, 2017
You may have great products but you can still have customer service problems caused by equipment failures or human error. While you can’t control external events, you can control what you say to upset customers. Certain phrases will serve to either diffuse or inflame. Here are my top ten worst things to say to unhappy customers (from least offensive to worst), along with tips for regaining trust. 10.
Customer Experience Matters
MAY 30, 2017
Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. How? By mastering Four Customer Experience Core Competencies. This video provides an overview of one of those competencies, Customer Connectedness, where the goal is to infuse customer insight across the organization. Here Are Four Strategies For Customer Connectedness: Filed under: […].
OrecX
MAY 30, 2017
By now you have hopefully heard of the significant new trend that is emerging around the notion of “Intelligent Contact Centers”, or contact centers that fully integrate the power of analytics into the contact center function. See “ Launching an Intelligent Contact Center ” by Omer Minkara of Aberdeen Group. In his article, Minkara defines intelligent contact centers as those “…mastering the art and science of data-driven customer interactions.
Topdown
MAY 30, 2017
Chatbots are rapidly proliferating across many industries, and their use is expected to continue to increase for the foreseeable future. Consequently, chatbots and other autonomous customer service channels are a hot topic for customer communications managers. But while many companies, particularly enterprises, are eagerly adopting and deploying chatbot technologies for the obvious benefits of cost savings and customers’ convenience, many questions about their efficacy remain.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
Mindtouch
JUNE 2, 2017
Marketers love launching things. Products, campaigns, books—you name it. A launch is a great excuse for a party.But while we’re distracted with the high-profile activities, we neglect the many small launches happening all around us. Every time a customer signs up with us, they are launching their own experience. The faster we can guide a new customer to success , the greater the chance that they’ll be long-term, happy and successful customers.
CSM Magazine
MAY 30, 2017
I love when great hotels offer nice amenities. Some include a newspaper in the morning, complimentary bottles of water, a piece of chocolate on the nightstand—you get the idea. Notice I didn’t say expensive or fancy hotel. I used the word “great.” Sometimes you don’t have to be expensive or fancy to WOW the customer the way expensive and fancy hotels do.
SharpenCX
JUNE 2, 2017
Imagine a customer tweets the following at your organization:It’s not difficult to figure out what “The Mad Tweeter” is upset about, is it?Customers want one thing: to have their issues resolved with minimal time/effort, and you know it. They hate waiting. They hate friction. Clearly, having one of your customers proclaim “there goes the afternoon” [.].
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