Beyond Philosophy
JUNE 29, 2016
Airbnb, the home sharing site that says you can “Belong Anywhere,” is suffering! They have now launched legal action against San Francisco over a new law that would require it to delist hosts who have not registered their living spaces. Furthermore, New York could ban Airbnb users hiring out apartments. Recently, though, Airbnb have also been caught up in a wave of claims that its independent hosts discriminate based on race.
ShepHyken
JUNE 29, 2016
My effort to make the sale is validated when the customer chooses to do business with me. Then it is just as important, if not more so, for me to validate my customer’s choice to do business with me through what happens after the sale. I’ve been thinking about the concept of validation for a while. This is where the customers validate your efforts in persuading them to do business with you.
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Steve DiGioia
JUNE 27, 2016
have you forgotten the attention to detail? This original article was written by Steve DiGioia. A recent overnight hotel stay proved to me that just because one aspect of a business runs well doesn’t mean that all the others do too. Hotel franchisees must follow strict adherence to marketing, branding, RevPar, etc. all with the intent of satisfying the “flag standards” and providing the guests with a focused message of quality and service.
Contact Center Pipeline
JUNE 30, 2016
Wondering what your fellow contact center professionals were reading about in June? Take a look at our top 5 posts for the month—topics included insights on digital channels from a global industry study; the value that speech analytics brings to QM; online communities; the fundamentals of proper staffing; and effective upselling techniques. Study Finds Digital […].
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Beyond Philosophy
JUNE 27, 2016
We all know that internet consumers have the attention span of a flea. If something doesn’t immediately grab their interest, they’re likely to be off to the next website within seconds. This is a challenge for companies that depend on their websites to attract and engage customers. If customers don’t like what they see, they’ll click away before the company has a chance to sell itself.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Ian Jacobs
JUNE 28, 2016
This a guest post by Meredith Cain , a Research Associate on the Application Development & Delivery (AD&D) team. Let's take trip back to 1989. One of the big movies of that year was "Back to the Future: Part II." One of the great things about that movie was its view of the future--or, because so much time has passed since the film was released, its view of what our present should be like.
Contact Center Pipeline
JUNE 29, 2016
Remember when “coaching” was represented by reports shoved in front of agents with lots of red circles accompanied by motivating messages like, “Good quality, but you need to get that adherence rate up to speed!”? If not, lucky you! Today, most of our contact centers have well-defined performance metrics. This data is readily available, and […].
Andrew Mcfarland
JUNE 28, 2016
Some things are so necessary to our health that to describe “why they matter” seems ridiculous (e.g. breathing). This is how I feel when I read articles about why the customer experience matters. The fact that such articles are written.
ShepHyken
JUNE 28, 2016
Jeff Lessor Talks about Improving Customer Service with Twitter. Shep Hyken speaks with Twitter’s Senior Marketing Manager, Jeff Lesser, about how to use Twitter for customer service. More and more customers are posting comments and questions for companies on Twitter. It is becoming a viable customer service channel as an alternative to email and the phone.
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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
Kayako
JUNE 30, 2016
This is a guest post by Lindsay Willott, founder of Customer Thermometer. I recently read the unputdownable The Hard Thing About Hard Things by Ben Horowitz, famed founder of tech VC Andreessen Horowitz. In one chapter Ben describes how, during his time at Netscape, he became frustrated with his product managers. So he created a document called “Good Product Manager, Bad Product Manager” which crisply laid out the behaviours of good product managers, and juxtaposed those with the behaviours of
Contact Center Pipeline
JUNE 28, 2016
An interesting finding from Dimension Data’s “2016 Global Contact Centre Benchmarking Report” is that, for the first time, customer experience has surpassed cost reduction as a primary reason for offering digital channels (73.7% vs. 67.9%). “There is a massive focus in the industry to try to push customers toward digital, not just to reduce costs, […].
Topdown
JUNE 27, 2016
In a recent article for CMSWire, “Want to Improve Customer Experience? Ask Your Customers for Help,” Christine Crandell advocates for customer co-creation techniques that allow customers and vendors to work together to jointly create value. She defines customer co-creation as “the purposeful action of partnering with strategic customers and employees to ideate, problem solve, improve performance and/or create a new product, service or business.”.
ShepHyken
JUNE 27, 2016
Each week I read a number of customer service 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. ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson. (Microsoft) Whether you’re in customer service, marketing, sales, IT – or especially if you’re the CEO, CFO or CDO – you’ll be fascinated by the results revealed by Microsoft’s new
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.
Kayako
JUNE 30, 2016
This is a guest post by Lindsay Willott, founder of Customer Thermometer. I recently read the unputdownable The Hard Thing About Hard Things by Ben Horowitz, famed founder of tech VC Andreessen Horowitz. In one chapter Ben describes how, during his time at Netscape, he became frustrated with his product managers. So he created a document called “Good Product Manager, Bad Product Manager” which crisply laid out the behaviours of good product managers, and juxtaposed those with the behaviours of
Influitive
JUNE 30, 2016
Marketers are busy people. That’s why the thought of managing another program or piece of technology every day sounds about as appealing as the next Justice League movie. You’ve got growth targets to hit, right? You don’t have time to delight your customers with something like an advocate community. (Isn’t that someone else’s job anyway?). The post Why Every Company Has Time For Customer Advocacy (And Where To Find It) appeared first on Influitive.
ForeSee
JUNE 30, 2016
A customer buys from you online, the item gets delivered, and (as far as you know) everything went to plan. Yet, that same customer never returns to buy again. Sound. The post The Problem With Dropshipping: CX Consistency appeared first on ForeSee.
Nimble
JUNE 29, 2016
Here at Nimble, while we do host daily and weekly live webinars, the bulk of our customer support happens over email and through Twitter. Unlike interactions that occur over the phone or face to face, text conversations can sometimes be difficult to convey meaning and tone. This means that it […].
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!
Comm100
JUNE 30, 2016
Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customer service as a ‘true test’ of how much a company values them.” And customer service training is vital to maintaining excellent customer relations.
NICE inContact
JUNE 30, 2016
Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. In the past, organizations have relied on humans (i.e., agents and employees) to listen and score calls and conduct this type of analysis. The highly manual nature of this process has meant the scope has been limited to small samples of overall call volume.
ForeSee
JUNE 27, 2016
Ideal Shopping Direct, one of the U.K.’s top home shopping retailers, sells a wide range of products online and via TV channels with a reach of 25 million homes. A. The post Loud & Clear: How ForeSee Helps Ideal Shopping Dial Up Customer Satisfaction appeared first on ForeSee.
Ian Jacobs
JUNE 28, 2016
This a guest post by Meredith Cain, a Research Associate on the Application Development & Delivery (AD&D) team. Let’s take trip back to 1989. One of the big movies of that year was “Back to the Future: Part II.” One of the great things about that movie was its view of the future—or, because so much […].
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.
Provide Support
JUNE 29, 2016
Customer Loyalty. In any business existing customers leave and new customers arrive. However, there are customers who are the backbone of any business, they are the loyal customers. According to Accenture 28% of consumers are loyal to their providers and brands, which is why all effort should be taken to keep such customers and increase their number.
LiveChat
JULY 1, 2016
Customer service is a serious and responsible job. But like in any serious job, there are people who are just not doing it right. They deliver bad service and give others a reason to joke about it. Luckily we can learn from their mistakes. Read why customers are like teeth and why not responding on Twitter is quite similar to hanging up the phone on customers.
ForeSee
JUNE 29, 2016
As some marketers debate the effectiveness of email in a world of spam, smarter email filters from the likes of Google’s Gmail, and an increase in the sheer volume of. The post Why Email Is Still King (And How To Make It More Powerful) appeared first on ForeSee.
COPC
JUNE 28, 2016
This is part of our occasional series called CX Stories, which are personal accounts by COPC Inc. employees about their own positive customer experience. This story is from Judi Brenstein, vice president, COPC Inc. I have been buying shoes from Zappos.com since 2001. When I first started using Zappos.com, I thought it was a great way to purchase shoes for me and my daughters because of two simple things.
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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.
Talkdesk
JUNE 27, 2016
Many call centers implement rigorous training programs as part of the onboarding process for newly hired agents. These programs often involve learning about the company, the product, customer service processes, proper phone etiquette and more. Once agents are able to start picking up calls, supervisors often engage in live coaching sessions where they actively advise agents during phone calls.
Calabrio
JUNE 30, 2016
We think about analytics frequently at Calabrio. We think about how to improve the use of data, how best to implement analytics strategies, and how to make that data work in meaningful ways for businesses like yours. It’s not just because we’re data lovers (we are!), it’s because we know analytics is the key to unlocking what’s been so close yet so out of reach for so long—the voice of the customer.
Avaya
JUNE 27, 2016
My sister-in-law recently took on a new role managing a team of 16 contact center agents. The other day, she said she doesn’t understand why she can’t use her smart phone at work. She’s familiar with it. She loves it. It’s feature-rich. So why, she asks, can’t she use it for certain applications, like tracking agent performance, monitoring calls and other seemingly related activities?
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