Sat.Aug 12, 2017 - Fri.Aug 18, 2017

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What Type of Employee Are You? Room For Improvement?

Beyond Philosophy

How committed are you to your present employer? Are you wild about what you do or simply content in your position? Do you hate your job or are you ambivalent? It’s an important set of questions to consider. How you feel about where you work has a lot of influence on the job you are doing there. This concept becomes even more crucial when you become a manager and assess your team—especially as it pertains to how they work with or on behalf of customers.

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Top Customer Experience Podcasts: 50 Must-Listen Podcasts on Customer Experience from Industry Experts and Influencers

Callminer

We’ve rounded up 50 of the top customer experience podcasts so you can spend more time listening to industry thought leaders and less time searching.

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The Fish Is So Fresh It Hasn’t Even Thawed Out

ShepHyken

I’ll never forget having dinner with my close friends, Kim Tucci and the late John Ferrara, more than 30 years ago, at a fancy restaurant in Phoenix, Arizona. John’s twelve-year-old son, Ben, was also with us. The server came over to tell us about the specials and take our order. One of the specials was a seafood dish. Kim asked, “Is the fish fresh?”.

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Mobile Self-service Modernizes Your WFM

CX Global Media

Effective Workforce Management (WFM) in contact centers seems to be fairly straight forward. That’s until you have to deal with all of the exceptions. But when agents use their mobile devices to help themselves with managing exceptions, your burden becomes a whole lot easier. Mobile Self-service Modernizes your WFM Click to Tweet. While it does take a lot of skill and experience to develop good forecasts and schedules, the most difficult aspect of WFM has always been managing all of the schedule

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Shocking! Airports Trick You Into Spending More Money!

Beyond Philosophy

Years ago, I endured a long layover at the Detroit airport. It was cramped, noisy, outdated and humid. I vowed never to fly through Detroit if I could possibly avoid it. However, I passed through the Motor City’s airport more recently and what a difference a new terminal can make. The gleaming space is light and airy, with a bright red tram whisking passengers from one end to the other like something out of a sci-fi movie.

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Amazing Business Radio: Jason Bradshaw

ShepHyken

Jason Bradshaw Explains Wow is Not About Champagne, Caviar, or Fireworks. How can you create the best experiences for your customers? Shep Hyken interviews Jason Bradshaw, the Director of Customer Experience at Volkswagen Group Australia, who believes that you become great by thinking small. First Up: Shep Hyken’s opening comments focus on how you should strive to be number one and deliver the best possible customer service, but your real goal should be ranked in the top tier within your industr

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Dear Food Delivery Company, You Should Assume Customers Ordering From a Hotel Will Need a Fork.

Myra Golden Media

One of the best things about travel for me is going to local restaurants and cafes and enjoying the food. I love tasting the food, seeing the local people and really experiencing the town’s vibe. My amazing brunch at Mesa Verde in Santa Barbara, CA: Potato Latkes: tempeh bacon. avocado. dijon. cornichon. pink lady apple. pea tendril. I read an entire novel sitting here at the beach.

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Customer Satisfaction is not Always an Indication of Customer Service

Call Center Weekly

By Sean Hawkins Let's face it, CSAT (customer satisfaction) is a vital measurement of customer service performance, and rightly so. In my opinion, there are 3 metrics that best measure a contact center's performance, and success. Along with the CSAT, the others are ESAT (employee satisfaction) and quality. Now, don't get me wrong, there are many metrics that one could track, and they all have their importance.

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Hot Trends Impacting Contact Centers: Artificial Intelligence

Contact Center Pipeline

We can’t publish a series on trends without including artificial intelligence (AI). In our five-part series on hot topics that are impacting contact centers, we asked industry thought leaders for their insights on why these topics are worth exploring, how they will affect contact center operations, what actions leaders can take to prepare their centers, […].

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The Open CCaaS Advantage Report

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.

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Guest Blog: How to Make your Survey Better than Nordstrom, Lowe’s, and Wal-Mart

ShepHyken

This week we feature an article by Martha Brooke who writes about how to execute a customer satisfaction survey that gives you the data you need. Surveys can give you a lot of data that you can use to improve virtually any part of your organization. – Shep Hyken. I know you get asked to take surveys all the time, because I do. Even the shortest business trip results in at least 5 surveys: Delta wants to know about your flight; Hilton wants to know about your stay; Enterprise asks about your car

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TECHNOLOGY GONE TOO FAR, DON’T MAKE THIS MISTAKE!

Victor Midgley

I have worked in the Call Center space my entire 25 plus year career. I have witnessed and participated in the technology boom that has targeted the field over the years. Most technology has made a positive contribution, while other technology has brought doom upon the call center. Understanding what technology is appropriate for your … Continue reading "TECHNOLOGY GONE TOO FAR, DON’T MAKE THIS MISTAKE!".

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Put Me in Coach: Why Agent Training is Crucial in Your Contact Center

Aspect

Love him or hate him, few football fans will contest the savvy of New England Patriots head coach Bill Belicheck. While he has benefited with arguably the greatest quarterback to play the game in Tom Brady manning the helm of his offense for the last 15 years, the team has won an astounding five Super Bowls during that span—a feat no other team has yet to achieve.

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Don’t Equate Silence with Satisfaction

Contact Center Pipeline

As a small or medium-sized business, it’s easy to get complacent. While the big guys scramble to stay ahead of the latest customer care trends, smaller companies move at a slower pace. With resources strapped and spread thin, it’s easy to postpone contact center upgrades. You don’t hear your customers complaining, and—as they say—if it […].

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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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5 Top Customer Service Articles for the Week of August 14, 2017

ShepHyken

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. Appearing to Care by Seth Godin. (Seth Godin) We know that your customers will put up with imperfect, but one thing that they’d like in return is for you to care.

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Why Self-Confidence Matters in Customer Service

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

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7 Tips to Retain Your Top Contact Center Agents – Free eBook

The Center for Client Retention

Looking for ways to motivate employees and retain top-performing representatives in your call centers? Look no further than TCFCR’s latest eBook: “7 Tips to Retain Your Top Contact Center Agents” for the information you need to succeed. Our extensive research and understanding of employee retention strategies has been broken down into seven easy tips in this eBook, making it simple for anyone to implement this knowledge today.

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“Help Me Help You!” The Best Kept Secret of Customers Success

Amity

If you are a Customer Success Manager, you already know that ensuring the success of your clients is one of your key objectives. There are many ways one can go about achieving that success. You reach out to your client frequently, discuss current issues, and follow up on their concerns, you even invest the time to train your client. However, there comes a time when all of this is not enough and your customer doesn’t collaborate with you enough in order to achieve their desired outcomes.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Making a text-to-speech phone call with Django

Nexmo

Amongst the incessant notifications people receive every day; a ringing phone is still much harder to ignore or overlook. It creates a sense of urgency which makes it the perfect way to deliver critical or time sensitive messages such as two-factor authentication codes or important service notifications. In this tutorial, we will look at how […].

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Amazing Customer Service with Shep Hyken

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

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Infographic – What Agents Want: Modern & Mobile Workplace Communications

Aspect

The third and final part of our Agent Experience Report has been released today. This report covers the topic of agents and workplace communication. Interestingly enough, 81% of customer service agents feel that getting in touch with their management should be as easy as getting in touch with their friends. And that, to them, means mobile access to management.

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How I Discovered The Power Of Brand Advocacy—And Took HubSpot From 20 To 7,000 Advocates In 2 Years

Influitive

Hi! I’m Victoria LaPlante, Influitive’s new Senior Customer Advocacy Marketing Manager. If you’re an Influitive VIP member, you’ve already met me in our AdvocateHub. I look forward to getting to know you and helping you reach your advocacy program goals. Today, I’d like to share how I discovered the power of advocacy when I led.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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When Talk Beats Text: How Text to Speech Makes SMS Messaging More Effective

Nexmo

Imagine you have an urgent message for a family member. You send them a text telling them to call you right back. After 10 minutes without a response, you call them to deliver the news directly. You use a natural escalation of communication channels based on the urgency of your message and how critically you need […]. The post When Talk Beats Text: How Text to Speech Makes SMS Messaging More Effective appeared first on Nexmo.

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How to Nurture Customers During the Long Growth Stage

Totango

After new customers are fully onboarded, they move along the customer journey into the growth stage (nurture or adoption stage). For most recurring revenue companies, this stage is the longest. Looking at the representation below, customers typically spend 30 days in the new or onboarding stage, 30 days in the renewal stage, and the remaining time or 305 days of the year, in the growth stage.

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Reply.ai is Rated Top Chatbot Provider for Enterprise Customer Service by Forrester Research

Bright Pattern

Bright Pattern congratulates Reply.ai for their outstanding placement as a Top Provider of Chatbots for Enterprise Customer Service in a recent report by Forrester Research.

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“Help Me Help You!” The Best Kept Secret of Customers Success

Amity

If you are a Customer Success Manager, you already know that ensuring the success of your clients is one of your key objectives. There are many ways one can go about achieving that success. You reach out to your client frequently, discuss current issues, and follow up on their concerns, you even invest the time to train your client. However, there comes a time when all of this is not enough and your customer doesn’t collaborate with you enough in order to achieve their desired outcomes.

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How to Stay Competitive in the Evolving State of Martech

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

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These 8 Technologies Are Transforming the Contact Center

DMG Consulting

Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Name This field is for validation purposes and should be left unchanged. Close. These 8 Technologies Are Transforming the Contact Center.

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The CX Circle: Insights from The Tipping Point

The Center for Client Retention

As part of our CX Circle book club, for the month of August we read The Tipping Point by Malcolm Gladwell. While the book was published more than 10 years ago, the points that are made are still highly relevant in any business environment today. Read on to see what the TCFCR team thought about Gladwell’s book and how we will take what we learned with us moving forward in the customer service landscape.

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You shouldn’t have said that!  You shouldn’t have done that!

Envision

Have you ever had a coach or manager offer such helpful, or not so helpful, advice? Did it make you want to jump right in to the conversation and ask for guidance or did you, as most of us do, get defensive and try to explain your actions?