Beyond Philosophy

JUNE 5, 2017

One of the annoying things about business travel is that you tend to need things in your hotel room at the worst time. More shampoo when you’re still in your pajamas. A mending kit to repair a button in time for your dinner meeting. The hotel staff, while generally helpful and accommodating, has other things to do. So you wait. It’s not the best customer experience, but if you travel often, you learn to live with it.

Consulting 358

Consulting Consulting Personalization Customer Experience 358

ShepHyken

JUNE 7, 2017

Every week, I’m asked, “What is changing in customer service?” The expected answer is that I’ll talk about all the new ways customer service and support is conducted – and I do. There’s self-service solutions that include robust frequently asked questions and video. There’s social media customer service with multiple channels like Facebook and Twitter.

Customer Service 288

Customer Service Self service Personalization Technology 288

Contact Center Pipeline

JUNE 8, 2017

The future of work and the impact that artificial intelligence will have on the workforce has been a hot topic lately. The publicity has been a bit unsettling, though, given the tendency to couple the acronym AI with the word “replace”—as in “AI Will Replace Half of All Jobs in the Next Decade” or “Could […].

Agent Empowerment 265

Agent Empowerment Contact Center Call Center Technology 265

Callminer

JUNE 4, 2017

there are two factors that consistently have a major impact on customer satisfaction, and therefore on your overall efficiency: talk time and handle time.

Contact Center 182

Contact Center 182

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Beyond Philosophy

JUNE 7, 2017

Trust in the four major global institutions, namely government, business, media and non-government organizations, has taken a massive knock in the last several months, to the point where rebuilding trust has not only become a nice-to-have, but an absolute imperative, if these institutions are to survive. This is according to the 2017 Edelman Trust Barometer , a survey which tells a pretty dire tale of the disintegrating trust people feel in established institutions.

Government 304

Government Advertising Surveys Marketing 304

CX Global Media

JUNE 5, 2017

You know those times when something is right in front of you, yet you fail to realize it? You ask yourself why you didn’t think of that sooner. If you stop and think about contact center agent burnout and turnover problems, why have you not considered musculoskeletal disorders (MSDs)? Of course, you did. It’s obvious, right? Ahem…it should be. Have you considered MSD as a contact center agent burnout cause?

Agent burnout 192

Agent burnout Contact Center Morale Call Center 192

Callminer

JUNE 6, 2017

When you don’t deliver what your customers’ want, the customer experience is less than desirable. CX Data Analysis is incredibly valuable.

Customer Experience 182

Customer Experience 182

Convoso

JUNE 7, 2017

Client : Bradley Lead Group is a lead generation group that focuses its efforts on qualifying extremely high quality leads in numerous financial sectors.

call center solutions 169

call center solutions Call Center 169

ShepHyken

JUNE 5, 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. 11 Tips to Save Your Retail Business From Extinction by Anne Pilon. (Small Business Trends) Brian Solis gives an overview of the top trends that retail businesses can use to survive and thrive in today’s environment.

Airlines 185

Airlines Customer Service B2B B2C 185

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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

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CX Global Media

JUNE 6, 2017

It’s a $40 billion industry and the fourth fastest growing according to Common Sense Advisory. But the language industry is possibly the largest industry sector you have never heard of. Yet, as we know, language is crucial in providing a great customer experience. In our ever-growing global economy, omnichannel language support needs to be included in your contact center strategy.

Contact Center 176

Contact Center Government Healthcare Call Center 176

Contact Center Pipeline

JUNE 7, 2017

Our people are our most valuable asset.” “Butts in seats.” It is hard to imagine two more diametrically opposed phrases. Spend time in a contact center and you will likely hear one or the other, and it is not unusual to hear both (a thoroughly mind-blowing moment of bewilderment for the listener). In written form, […].

Contact Center 157

Contact Center Call Center Management 157

Kayako

JUNE 8, 2017

One of the biggest mistakes when measuring customer experience is focusing on what your team is doing instead of what your customers are experiencing. Metrics like time tracking, productivity, and performance take the front seat, but often don’t relate to the experience your customer receives or how they feel about it. Average reply time, first response time, and the overall volume of conversations can give you useful insights into the productivity of your support but they each have flaws.

Metrics 96

Metrics Customer Experience Average Handle Time Surveys 96

Influitive

JUNE 9, 2017

Listen, if you’re an online community manager, or are responsible for the success of an online community, you might want to know this: According to Gartner, 70 percent of online communities are destined to fail. But wait. There’s more. Despite the billions of dollars being poured into online communities, almost 70 percent of customers never.

Management 98

Management Gamification B2B Customer advocacy 98

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

CustomerGauge

JUNE 8, 2017

Today’s Net Promoter® News will, as always, feature the inspiring stories of prosperous companies around the world, who have mastered the NPS methodology and enjoy positive business results. SAP achieves an NPS score of 19 for 2016, Securus Technologies completes fourth year of using NPS and many more stories… Enjoy today’s Net Promoter News roundup!

Technology 84

Technology 84

Contact Center Pipeline

JUNE 6, 2017

Small and mid-sized companies can no longer be complacent in their customer service, leaving premium customer care services to the corporate giants that can afford it. Companies of every size, in every situation—from trying to grow to just trying to stay afloat—need to see great customer experiences not just as an ideal, but as a […].

Customer Experience 100

Customer Experience Customer Care Customer Service Contact Center 100

Andrew Mcfarland

JUNE 6, 2017

I once read that one of the most important jobs of a CEO was to hire the right customers. I liked the concept because we rarely think of “hiring” customers. Too often we just assume that a customer with money.

Best practices 81

Best practices 81

Taylor Reach Group

JUNE 8, 2017

By: John Cockerill. Regardless of the size of the Call Center(s), you have this in your arsenal. It can be a tool of massive value. Be careful how it gets used. Forecasts of Demand make you more knowledgeable and powerful than others in your organization. A decent forecast backed by data and agreed upon by all is a point around which you can make decisions with high degrees of certainty.

Call Center 74

Call Center Contact Center Service level Marketing 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!

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CustomerGauge

JUNE 6, 2017

As businesses in the telecommunications industry continue to battle for customer loyalty, one company sets itself on the right track to become the most customer centric data center provider. Colt Data Centre Services combines its 15-year experience of designing, building and managing data centres with its strong commitment to customer experience and loyalty.

Telecommunications 78

Telecommunications Customer centricity Customer Experience Management 78

Customer Service Life

JUNE 5, 2017

Class tales like Little Red Riding Hood can teach us a lot about telling better stories in our organizations. Photo Credit: PublicDomainPictures.net via CC License. I wrote this article with my colleague Ruth McCullen. She’s the Director of Client Analytics at FCR. This article was originally published on the ICMI blog on May 18, 2017. Click here to read the original.

Average Handle Time 68

Average Handle Time Metrics Contact Center Analytics 68

Topdown

JUNE 9, 2017

Forrester VP and Principal Analyst Craig Le Clair ( @CSLeClair ) has a new report out: The Future of CCM: Communications-As-A-Service. In this report, Le Clair describes a future in which communications trends don’t favor traditional CCM solutions — the ones that are still serving a siloed, print-focused, operations-centric approach to customer communications.

Customer Experience 69

Customer Experience 69

Teresa Allen

JUNE 7, 2017

There has always been a debate on whether customer service scripting will make customer service representatives sound too mechanical and less spontaneous. A recent interaction with a credit card representative highlights exactly why scripting at least as a guide is necessary. My daughter was about to travel out of state and had lost her debit card. I had an extra card on my business card with her name on it since she sometimes does work for me.

Scripts 69

Scripts Customer Service Marketing 69

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

NICE inContact

JUNE 7, 2017

What brands come to mind when you think of good customer service? Immediately for me, it’s USAA, Amazon and Nordstrom. USAA is always available, offers multiple ways for me to contact them, is always pleasant and gets me to a resolution almost always on the first try. Amazon, again, provides me with multiple ways to contact them, and has a great self-service service site.

Customer Experience 67

Customer Experience Self service Customer Service Personalization 67

Toister Performance Solutions

JUNE 8, 2017

Photo credit: Jeff Toister. Being outside is incredible. You can get great exercise. Clear your head. And you never know what sort of discoveries you might find, such as a random helipad on a hiking trail. If you love the outdoors, you probably love REI. It's an amazing company that sells all sorts of outdoor gear from camping and hiking equipment to bicycles, kayaks, and skis.

Advertising 63

Advertising Employee engagement Education Customer Service 63

GetFeedback

JUNE 6, 2017

We’ll cover email survey best practices that help you maximize response rates and get data you can count on.

Surveys 74

Surveys Best practices 74

Amity

JUNE 9, 2017

Playbooks are a CSM’s best friends. When leveraged properly, playbooks allow your team to spend less time planning and worrying, and more time actually getting stuff done. Amity asked the experts from the Waterstone Management Group about the challenges facing CSMs when working with playbooks to drive adoption. When it comes to adoption, what are the biggest hurdles facing Customer Success teams?

Feedback 60

Feedback Analytics Metrics Management 60

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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

NICE inContact

JUNE 6, 2017

How inContact “Walks the CX Talk”. inContact believes that the customer experience (CX) and the customer’s satisfaction are critical to the long-term success of our business. After all, the entire foundation behind inContact and our solutions is to help contact centers transform their customers’ experiences! We genuinely believe in the power of customer experiences and take steps every day to prove our commitment to our customers. inContact certainly feels an ethical responsibility to drive exce

Customer Experience 60

Customer Experience Contact Center Engineering Metrics 60

Mindtouch

JUNE 8, 2017

One of the most appealing aspects of technical writing is that, unlike other types of writing, there is arguably a best way to present technical content to users. That’s because the best presentation is whatever makes users most successful, which also likely aligns with your business goals. It’s a fun challenge to constantly strive to optimize content to best meet user needs.

Analytics 59

Analytics Metrics Benchmark Feedback 59

GetFeedback

JUNE 5, 2017

Modern consumers want modern experiences. Personalized surveys help brands collect better data and make smarter decisions with customer feedback.

Surveys 60

Surveys Personalization Feedback 60