Beyond Philosophy
MAY 12, 2016
Emotions affect our behavior, more than many of us like to admit. With so much riding on our behavior in a consumer economy, understanding these emotions and how they influence consumer behavior is a key to increasing customer loyalty and retention in our highly competitive market. One emotion customers feel that no one can afford to ignore in their Customer Experience is worry.
Steve DiGioia
MAY 9, 2016
This original article was written by Steve DiGioia. You think you’re a good leader. You have the position, the title and the power. You’re the boss. But your employees don’t work hard for you, they talk behind your back and morale is poor. You don’t understand why. Well, here’s why. You…. 1. Manage from your office. You can’t tell how your business is running by just looking at reports while sitting at your desk.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Contact Center Pipeline
MAY 12, 2016
While a successful employee advocacy program can boost your company’s credibility, visibility and even revenue, the reality is that many companies attempt to launch one without ensuring that the key elements are in place. The following are some of the more common mistakes to avoid. Not having a clear gauge of employees’ views of the […].
Customers That Stick
MAY 8, 2016
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.
Advertisement
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
MAY 9, 2016
Distressed jeans may be fashionable, but it’s much harder to sell a product that appears damaged. That’s because we typically believe that a damaged product isn’t worth as much as one that’s in perfect condition. Research into the psychology behind recycling supports this idea. According to the research, consumers make subconscious decisions about the value of recyclables before deciding whether to throw them in the recycling bin or toss them in the trash.
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
MAY 11, 2016
Everybody loves Susie. Customers rave about her, her adherence rate is off the charts, her quality percentage is among the highest in the organization… and she hasn’t missed a day of work in over three years! Wouldn’t it be great if every agent in the contact center was like Susie? Actually, yes, it would be […].
Ian Jacobs
MAY 11, 2016
This a guest post by Meredith Cain , a Research Associate on the Application Development & Delivery (AD&D) team. As Francis Bacon wrote in 1625, "If the mountain will not come to Muhammad, then Muhammad must go to the mountain." Although he did not write this with Facebook Messenger or customer service in mind, the meaning still applies. If customers will not come to your business, your business must go to the customers.
Beyond Philosophy
MAY 11, 2016
Boardrooms across the world are shuddering as the Panama Papers are put online, allowing both employees and Customers to view their integrity – or lack of it! This is another reputational issue which affects the engagement of employees and Customers. Hearing that the leaders in your organization, or that a company that you buy from, don’t pay their fair proportion of taxes is not popular news.
ijgolding
MAY 10, 2016
I am extremely fortunate to be able to travel the world talking to anyone who will listen about the importance and significance of Customer Experience. Last week, I was asked to talk about the subject with Tim Elliott – presenter of the Drive Time radio show for Dubai Eye in the United Arab Emirates. It is with great pleasure that I am delivering a series of Customer Experience Masterclasses in the region and Tim wanted to know what it was all about.
Advertisement
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
MAY 10, 2016
Vivint Smart Home is a company that knows about change. The business that started as a dealer for home security companies has evolved into a vertically integrated company that develops, designs, manufactures, sells, installs and services its own products. Founder and CEO Todd Pedersen’s vision to provide a better service experience by eliminating hand-off points […].
AskNicely
MAY 10, 2016
How is this for double-cheese pizza – we have teamed up with the guys at Klipfolio! So what the heck is Klipfolio you ask? Imagine this scenario. You’re in marketing, and you want answers to questions like, “which advertising channels are generating the most revenue?”. You want a way to see all your business metrics in one place – to be able to check in and monitor the health of your business, spot correlations and work to optimize them.
Beyond Philosophy
MAY 10, 2016
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. As customers in all b2b and b2c sectors steadily become more actively digitized in their daily lives, companies are having to respond, and hopefully stay ahead, in the race to build stronger interpersonal relationships with them. Who’s doing this well, using innovative techniques and setting standards for others to follow?
ijgolding
MAY 11, 2016
Honesty and transparency – two words that warm the cockles of my heart but that are not often associated with the world of business. I am writing this blog having just watched a Hollywood movie about the 2008 banking crisis – The Big Short, featuring Christian Bale, Steve Carell, Ryan Gosling and Brad Pitt is a tough watch – not because of the quality of the acting, but because of the almost completely unbelievable plot.
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.
Ian Jacobs
MAY 11, 2016
This a guest post by Meredith Cain, a Research Associate on the Application Development & Delivery (AD&D) team. As Francis Bacon wrote in 1625, “If the mountain will not come to Muhammad, then Muhammad must go to the mountain.” Although he did not write this with Facebook Messenger or customer service in mind, the meaning still […].
Mindtouch
MAY 10, 2016
Since the automotive industry introduced leases in the early 80’s they have been ahead of the curve when it comes to the subscription model. Michelle Moody , Connected Vehicle Marketing Manager at Ford , has watched this shape the industry over the last three decades (see video interview below on Ford’s Subscription Products). The largest change is the list of services you can add onto your subscription (lease), allowing customers to pay as they go, furthering the need for the company to g
Topdown
MAY 13, 2016
Customer experience (CX) is all about how your customers perceive the interactions they have with your company. There are three main factors to customer experience: ease, effectiveness and emotion. How easy is it for customers to achieve their goals? How effective , efficient and comprehensive are you at meeting their needs? And how does the customer feel about your company as a result?
Vonage
MAY 9, 2016
We can always use fresh perspective, and spring is the perfect time for it. When we’ve settled into our regular flow of work it is easy for us to fall into patterns of repetitive and underwhelming practice. Businesses thrive on dynamic creativity, positive energy and constructive vision. We can’t afford to fall in the hole of “just good enough” business.
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!
Influitive
MAY 12, 2016
Today’s empowered customers expect the interactions they have with your sales and marketing teams to be highly personalized and relevant—which can make striking up valuable conversations with prospects challenging. That’s one reason why account-based marketing has become a popular strategy in recent years. Although not a new approach, ABM has been given a shot in the arm with the rise of marketing automation—and marketers are taking note.
ForeSee
MAY 10, 2016
What are some good metrics that companies use today to measure the contact center customer experience? A few come to mind that I hear prospective clients mention often before they. The post How to Measure CX In the Contact Center the Right Way appeared first on ForeSee.
Topdown
MAY 11, 2016
Unless you’re a brand-spanking-new startup, your organization almost certainly has legacy software. By “legacy,” we mean previously acquired and now outdated – any software that was purchased when business requirements and market dynamics were different than they are today.
ijgolding
MAY 9, 2016
It is with a very heavy heart that I publish this blog today. A few weeks ago, Customer Experience Specialist and CCXP, Sean Tomlinson, was kind enough to send it to me. Tragically, Sean passed away at the end of April. I have decided to publish the blog in his memory – I know that he will have wanted me to – I hope you enjoy reading the thoughts of an incredibly passionate and inspiring man who was as driven by Customer Experience as anyone… I have a confession to make.
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.
The Call Center School
MAY 12, 2016
Here at The Call Center School, our core focus and passion has, and will always be, developing first-class, engaging content that every cog of the contact center can enjoy daily and benefit from. From Quality Analysts, to Supervisors, to the frontline agents assisting your customers this very second, we leave no stone unturned in delivering the best learning experience we possibly can.
Mindtouch
MAY 13, 2016
What do SAP, Oracle, Microsoft, SalesForce, and Gainsight ALL have in Common? A hand on their customer’s pulse! Ok, so Gainsight might produce the software that others use to listen in, but that doesn’t mean they don’t track their own customer’s heartbeat as well. At the ‘Pulse’ Conference 2016 , hosted by Gainsight and sponsored by all the big wigs in the industry, the conversation is all about how to keep an accurate reading of your bloodline’s, aka, your customer’s, pulse.
C3Centricity
MAY 8, 2016
One of my clients, who is following the 50 weekly actions for customer centric excellence described in Winning Customer Centricity, asked me for some further ideas on co-creation. Since working more closely with customers is the best way to understand, satisfy and delight them, I am impressed that she is taking co-creation even further. In fact, I […].
Avaya
MAY 10, 2016
According to Gartner, by year-end 2018, a customer digital assistant will recognize individuals by face and voice across channels and partners. Gartner predicts that the last mile for multichannel and exceptional customer experiences will mimic human conversations, with both listening and speaking, a sense of history, in-the-moment context, and the ability to respond, add to, and continue with a thought or purpose at multiple occasions and places over time.
Advertisement
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.
Provide Support
MAY 10, 2016
Building Customer Loyalty in the Internet Age. There are those who still believe that the Internet has taken all the ‘friendly’ out of today’s commerce, but for the most part they would be wrong. In fact, because everything is more accessible (sharing, reviews, product descriptions, company backgrounds and even BBB ratings) the web has enabled much more communication between customers and the businesses that serve them.
Customer Interactions
MAY 10, 2016
Contact centers supervisors face a significant, ongoing challenge of high agent turnover. Statistics show that the average annual contact center agent turnover is in the thirty percent range, with some industries reaching over seventy percent.
Comm100
MAY 13, 2016
60% of consumers decided against conducting a business transaction due to a poor service experience , according to a 2014 report conducted by American Express. It’s clear that failing your customers, no matter how difficult they are, can lose your company a great deal of business. So how do you deal with difficult customers? The first step is to identify the type of difficult customer you are working with.
Expert insights. Personalized for you.
281 
Let's personalize your content