Beyond Philosophy
JUNE 22, 2017
It is critical to consider the “anatomy” of an interaction in a Customer Experience. The sheer number of things that occur in an interaction at the same time can seem astonishing. Understanding what happens when your team interacts with a customer and why it is an essential element to taking your Customer Experience to the next level. The Anatomy of a Customer Interaction can make or break your Customer Experience.
ShepHyken
JUNE 21, 2017
My buddy went to dinner with his wife to celebrate their anniversary. The server overheard them talking about how many years they had been married and was flattered they chose to spend their special night at the restaurant. So, he brought them over complimentary champagne. They were surprised and most appreciative. That is, until the bill came. As my friend looked over the bill he noticed there were two complimentary glasses of champagne on the bill had a charge of two dollars per glass.
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Contact Center Pipeline
JUNE 22, 2017
Training and coaching are two different approaches, but people often use the words interchangeably—and even worse, they use the tactics interchangeably. Let’s clarify our terms. To train means to provide the learner with the tools he or she needs to function. To coach is to help the learner use those tools to achieve maximum effectiveness. […].
CX Global Media
JUNE 22, 2017
Travel the world over and you’ll find that contact centers have some similar trials and tribulations attempting to deliver great customer service. So, you can bet that these little tips are certain to make your contact center rich with great customer experiences. These Two Little Tips are Making Contact Centers Rich Click to Tweet. Leader Rant. As I say, “We all have issues.”.
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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 19, 2017
I’ve been flying major airlines for a long time, and like everyone else, I’ve noticed the changes – and not in a good way. The checked baggage fees. The snacks we don’t get anymore. Exorbitant fees to change an itinerary and seats that are way too cramped. At one point, carriers said these changes were necessary to stay afloat amid skyrocketing fuel prices.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
JUNE 21, 2017
Like in any professional field, training provides a neutral environment where staff can learn and practice their skills. It is important to provide employees with the best tools to ensure they can perform their tasks to the best of their ability. Over the years, call centers have seen the development of numerous industry-specific training tools and coaching practices.
CX Global Media
JUNE 20, 2017
If you read the media hype about chatbots, you might get worried thinking that Artificial Intelligence will cause widespread contact center extinction. During this interview with CTO Alex Black of Enghouse Interactive, we share a different perspective. You need to focus on making your chatbot contact center smart. Is your chatbot contact center smart?
Call Center Weekly
JUNE 19, 2017
By: Sean Hawkins When agents in your center provide great service, how do you reward them? Below are a few methods I've relied on that go over extremely well. If your department is working with a limited budget, these are great ways to reward top performers with minimal impact to your bottom line. The Quality Assurance Award - If you measure agent quality, you're going have a top performer.
ShepHyken
JUNE 20, 2017
John Hall Shares Tips on Building Trust and Influence with Your Customers. How do you increase your influence with your customers? Shep Hyken interviews John Hall, author and CEO/co-founder of Influence & Co., a content marketing agency that helps brands and individuals leverage expertise to create, publish, and distribute content. John shares how everyone can overcome trust barriers and build confidence and top-of-mind awareness through content marketing.
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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
Callminer
JUNE 21, 2017
The surveys say they want to know about our experiences as a customer, but do they really want to know? Or, is this just PR spin?
Convoso
JUNE 20, 2017
Let's face it.the call center industry is one of the most complex industries in the world. Call center managers are in charge of making sure their operation runs effectively–while making sure many, sometimes hundreds, of their entry level employees are constantly having effective quality conversations with their customers. A task that is a lot easier said than done.
Contact Center Pipeline
JUNE 21, 2017
Technology selections without strategy, requirements and criteria are like rudderless ships that roam the sea of options without docking at the right ports. Some captains may fall prey to “dog and pony” shows that focus on what “could be,” whether the “could be” is a requirement or not. Others are paralyzed by a Fear Of […].
Bill Quiseng
JUNE 19, 2017
Your most important assets are not your customers and your employees. It’s how your customers and your employees feel about your company. Your success as a customer service manager is directly proportional to your ability to drive simultaneously customer satisfaction and employee engagement. Happy employees are inclined to go above and beyond for your customers.
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.
Callminer
JUNE 20, 2017
As customer expectations are constantly increasing in terms of call center performance, so must the training methods evolve.
CustomerGauge
JUNE 21, 2017
Amazon is truly living up to its nickname these days. As recently reported, the “everything store”, is now looking to seriously expand into the grocery and food business with a $13.7b acquisition of Whole Foods. This is a big move for the retail powerhouse, and one of their largest acquisitions to date. So, why did […]. The post Why Amazon’s Acquisition of Whole Foods is a Big Deal for Customer Experience appeared first on CustomerGauge.
Contact Center Pipeline
JUNE 20, 2017
As I travel and speak with contact center leaders around the world, a very vocal set of customers tell me that their call recording and coaching programs have gone stale. Trapped under heavy versions of software applications from the likes of NICE and Verint, these contact center leaders feel stifled by their task to engage […].
Aspect
JUNE 20, 2017
Last week, we covered the omni-channel customer service experience as part of our customer engagement center series and this week we are continuing along the same line with proactive outreach. We’ve discussed the ‘ Now Consumer’ before, and how what consumers want and expect out of customer service has evolved I for one can attest to this. I hate to admit it, but if my bank didn’t send me alerts reminding me to pay my bills, I’m sure my payments would be late far too often.
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!
Callminer
JUNE 19, 2017
To help you decide which blogs deserve your time, we have compiled a list of the 50 best debt collection blogs online!
Customer Service Life
JUNE 21, 2017
Sweet 16 is here. In this episode of Breaking the Ice we’re so happy to welcome customer service expert, Mike Aoki from ReflectiveKeynotes.com. Given the summer season, we share our dream vacations and then talk about our thoughts on upselling and where it makes sense for a customer service team. Tune in and take a moment to answer this week’s questions for yourself.
Vonage
JUNE 23, 2017
What is marketing? A quick Google search on the word marketing reveals this from the American Marketing Association (And, they should know!): Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. Great definition, but marketing has changed.
Andrew Mcfarland
JUNE 22, 2017
Looking for ideas to improve business results by changing the customer experience? Many improvement opportunities are at your fingertips right now if you are willing to talk with your customers and break a few rules. Several years ago T-Mobile took.
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.
Aspect
JUNE 21, 2017
Most private and public enterprises routinely pursue performance improvement initiatives to reduce costs, increase competitiveness and improve operations. Healthcare organizations are no different but in addition to reducing costs, they also look to better clinical outcomes and enrich patient experiences. And like any sizable organization, improvement in healthcare organizations is driven by the desire to overcome some common challenges such as: Overly focused data collection and reporting withi
The GLOBO Blog
JUNE 22, 2017
GLOBO, a language technology and services company specializing in multilingual communication, is making near real-time, human translation possible. GLOBO will demo its new chat translation tool at Call Center Week (CCW) Conference & Expo (booth #1019), held June 26 to 30 at The Mirage in Las Vegas, NV. The chat translation tool is the latest innovation built into GLOBO HQ™, GLOBO’s omnichannel language services platform.
Kayako
JUNE 22, 2017
Whether you’ve worked in support for a month, or a decade, you will have run into an angry customer. Maybe they’re angry because of something you did or something out of your control. But why they are angry doesn’t matter; it’s up to you to fix it. Angry customers can be some of the most nerve-wracking people to come into the inbox. You can never be quite sure whether what you say is going to solve or exacerbate the issue.
Eptica
JUNE 21, 2017
Date: Wednesday, June 21, 2017 Demonstrating the financial ROI of better customer experience. Published on: June 21, 2017. Author: Vincent Giraud All organizations understand the importance of customer experience to the bottom line. CX is at the heart of differentiating yourself from the competition , whatever sector you are in, and key to retaining customers.
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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.
Aspect
JUNE 22, 2017
A week ago , I wrote about how iOS is slowly turning into an operating system for your life, not your devices, by adding customer service and eCommerce functions into its core OS. In this piece, I’ll provide an overview of how Business Chat works. With Business Chat, Apple is jumping on the messaging bandwagon. As it’s their business practice, they’re late to the game, but they’ve become the most valued company in history by letting others be first, then come in and rethink how to “do it r
Amity
JUNE 21, 2017
In the first part of this blog post series, we introduced the concept of Customer Maturity Index (CMI). We suggested that some of the current methods of assessing a customer’s health in order to determine the best actions to take with them are ineffective. 1. The Problem: The Current Customer Health Score is Useless. Current methods are focused on calculating a Customer Health Score (CHS) , which is a measure of the relationship between the vendor and the customer.
Taylor Reach Group
JUNE 20, 2017
Chat in the Contact Center - an Expert Panel Weighs in – Part 3/3. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. This discussion examines chat in the Contact Center, highlights the many advantages of Live Chat, presents some caveats and looks to the future of this technology in the Call Center and Contact Center.
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