Beyond Philosophy
MARCH 17, 2015
'How can you increase your sales by 47%? It’s all in the packaging. Gressingham Foods, a pre-packaged food company in the UK, wanted to change their brand image at the store. They were declining as a brand and wanted their image to project “premium but accessible.”. They hired Elmwood , a design firm that took a good look at their packaging and came up with a strategy to help them stand out.
Peter Lavers
MARCH 17, 2015
There’s a view that ‘real’ innovation is all about anticipating what customers will want before they even know that they want or need it. That’s only partly true! A stumbling block that customer-focused businesses are pondering over at present is the conflict of management attention and resource allocation between “fixing the basics” and “moving on and innovating” It is undeniable that innovation is a top strategic priority in the industry.
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Callminer
MARCH 18, 2015
There’s no one-size-fits-all approach to delivering a positive customer experience, but asking these 4 questions can help you get started.
Win the Customer
MARCH 16, 2015
'The customer customer is so important, why do you have a machine keep you busy while you sort things out with someone else? Putting customers on hold is about more than people being patient. Hold time shows a disconnect between the customers wanting to work with you and your willingness to want to take advantage of that immediate opportunity to […].
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Beyond Philosophy
MARCH 16, 2015
'Customer Experience continued to be a dominant business issue throughout the world in 2014. We get many inquiries for our services globally. I worked with clients in more countries than ever before last year, including China, India, and Saudi Arabia to name a few. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon.
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
MARCH 18, 2015
In a previous blog post, I provided tips to help managers and team leaders prepare their frontline agents to handle irate callers. It’s also important to provide support for your agents after an irate call: An upset agent can actually cause their next caller to become irate. Have you ever seen this? One of your […].
Win the Customer
MARCH 20, 2015
'Customer experience doesn’t happen by chance. It takes the right combination of insights and actions that result in the positive bottom-line impact that supports revenue positive growth in an organization. In a recent conference call is asked an organization if they had a report of their key performance metrics related to service and customer experience […].
Beyond Philosophy
MARCH 19, 2015
'A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% between January and February, 2015 (to 32.9%) and that this new level was the highest engagement rate reported in the past three years.
HGS
MARCH 18, 2015
Escape the Contact Center Paradox: Narrow your Focus. Posted by Ross Duff. Today’s information overload is at an all-time high. The Business Process Outsourcing (BPO) industry, in particular, is an information-intensive world. So much so that the various masses of data can camouflage what is most important and distract finite resources away from a business’s performance cornerstones.
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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
MARCH 20, 2015
Whether you’re a technophile or a technophobe, you’re in the technology business when you have responsibility for running one or more contact centers. And yet centers large and small are commonly under-resourced for using and applying technology. Too often, they lack analysts with in-depth system knowledge, and then blame the technology, vendors, IT, and other […].
Win the Customer
MARCH 18, 2015
'Customer experience management can be a long term disaster for organizations that have been subjected to a data breach causing leaks of critical customer information and loss of customer trust. The Ponemon Institute’s 2014 Cost of Data Breach study determined that 31% of data breaches were caused by human error and negligence as 46% of companies claimed […].
Kristina Evey
MARCH 18, 2015
'Bad customer service – we’ve all experienced it. The receptionist that seems impatient with us on the phone. The server at the restaurant that is condescending and rude, thus ruining our dining experience. The clerk at the store that seems to think we are invisible and rolls her eyes when we actively try to get her attention. Poor customer service is rampant these days.
ijgolding
MARCH 17, 2015
'This is not the first time I have written about bricks and mortar retail stores. The British high street has been under significant pressure for many years now – I have documented its demise since I started writing three years ago – you can read my opinions in the following posts: I’m not paying to […].
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
MARCH 19, 2015
We have a great many data points at our disposal in contact centers. The best ones, though, are not necessarily those that are the most convenient or the most obvious. The measure of a good key performance indicator is tied to the action that it promotes. When it helps us make good decisions and build […].
Win the Customer
MARCH 16, 2015
'The ultimate goal of help desk software is to collect, prioritize, close, document, and report on issues in order to achieve the maximum positive customer experience from customer service. In a recent report by Software Advice on the current state of help desk software (i.e. software used to manage the relationship of a service or product and its […].
Andrew Mcfarland
MARCH 17, 2015
'How can companies increase prices without upsetting customers? I was pondering this question out of necessity recently because Time Warner Cable increased the price for my internet service. I was not pleased with this development but it provided an opportunity to consider why they had done this, and how they could have made it more palatable. [.].
PeopleMetrics
MARCH 20, 2015
'Because I relish in writing about confusing things, I thought I’d jump back into the muddy relationship between brand and customer experience. So grab your boots. Let’s get started. Brand is the Promise. Imagine brand managers, sleepless in the twilight, worried about their work. Fixated on the emotional relationships between their products and customers.
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!
Contact Center Pipeline
MARCH 17, 2015
If your applicant intake process involves fogging a mirror, you may be hiring, not selecting. According to a Purdue University study on decreasing attrition in a contact center environment, you can reduce your attrition by 21% by implementing an applicant intake process that includes a realistic job preview, assessments and a behavioral interview. Assessment Tools […].
ijgolding
MARCH 19, 2015
'I remember reading a customer complaint letter whilst I was working with a large UK retailer. The complaints that were listed were all valid and well articulated, yet it was the final comment that sticks in my mind. It was along the lines of, “and when are you going to close down your Indian call […].
CX Journey
MARCH 17, 2015
'I originally wrote today''s post for Confirmit in November 2014. I''ve made some modifications. In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine.
TMP Direct
MARCH 17, 2015
Traits of the best call centers – Part 1. The International Customer Management Institute (ICMI) is one of the call center industry’s most respected organizations. ICMI’s president, Brad Cleveland, wrote Call Center Management on Fast Forward: Succeeding in Today’s Dynamic Customer Contact Environment, in which he identified “Traits of the Best Managed Call Centers.”.
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 Pipeline
MARCH 16, 2015
Globalization has become a key growth driver for many organizations—and it’s a trend that will continue to increase. Research by The Hackett Group has found that companies are hoping to expand globalization of their brands, products and service lines by up to 30% in the coming years. To compete successfully in the global economy, organizations […].
Customer Interactions
MARCH 19, 2015
'Video surveillance cameras can’t be everywhere, but people can. By extending an Integrated Mobile App to its field personnel for daily use and to transit ambassadors for large events, NJ TRANSIT is deploying innovative technology to ensure the highest levels of security, safety, operational efficiency and customer service for its passengers. It’s a model in mobile technology innovation that other transit agencies will surely want to emulate.
CX Journey
MARCH 19, 2015
'Image courtesy of Unsplash What is customer experience? And how do we improve it? Andrew Mounier of CMO Brain recently asked to interview me so he could pick my brain about customer experience, and I happily accepted. Any time someone wants to talk about customer experience - any opportunity to continue to spread the word about its importance - I''m up for it!
Brad Cleveland Blog
MARCH 20, 2015
If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer).
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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.
Brad Cleveland Blog
MARCH 20, 2015
If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer).
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