Beyond Philosophy

OCTOBER 26, 2016

When shopping malls began dotting the American landscape in the late 1960s and 1970s, they presented a new and exciting customer experience. Today, it shouldn’t be news to anyone that things have changed and malls in general are struggling. Discount retailers are partly to blame, but the real culprit is the internet. Why would you change out of your pajamas and scout for a parking place when you could buy the same stuff online, from the comfort of your couch?

Consulting 419

Consulting Consulting Customer emotions Customer Experience 419

ShepHyken

OCTOBER 26, 2016

Here is an idea that just about any organization can do – write a book. But, not just any book. A customer service book, written by your employees, featuring great customer service experiences, for both internal customers and external customers. One of the most popular exercises we share with our clients is something called the Moments of Magic Card®.

Customer Service 328

Customer Service 328

Contact Center Pipeline

OCTOBER 27, 2016

October is a great time to be in the contact center. The month kicks off with Customer Service Week celebrations and, in some parts of the country, the weather changes to crisp days and cool nights. Perfect reading weather. The following were the Top 5 most-read posts in October. Conversing or Transacting? Contact centers come […].

Contact Center 100

Contact Center Customer Service Employee engagement Call Center 100

HGS

OCTOBER 26, 2016

Disrupter No. 7: Social Profiling. By Lauren Kindzierski, HGS VP of Solutions and Capabilities. Earlier this year, HGS released a white paper on this year’s top 10 customer experience disrupters—those that are sure to alter the CX landscape this year. Over the next few months, we’ll dedicate a blog to each of these CX game changers. Here we dissect Disrupter No. 7, Social Profiling, highlighting essential CX strategies. .

Construction 100

Construction Personalization Surveys Feedback 100

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Beyond Philosophy

OCTOBER 24, 2016

Tesla announced that all of their cars will be self-driving cars. Wednesday’s announcement, delayed two days from the original announcement scheduled for Monday October 17th, stated that all of its cars will have the ability to drive themselves, referred to as level 5 autonomy. Before the announcement, many experts and industry commentators had little idea what it would be.

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Contact Center Pipeline

OCTOBER 26, 2016

Every contact center looks for ways to be more effective and efficient in handling customer contacts. Process improvement is a high impact opportunity. Yet we see few centers focus attention on the agent desktop, a common hindrance to smooth processes and a ripe target to enable dramatic changes. The desktop problem is ubiquitous but faces […].

Contact Center 100

Contact Center Technology Call Center Management 100

HGS

OCTOBER 26, 2016

By Lauren Kindzierski, HGS VP of Solutions and Capabilities Earlier this year, HGS released a white paper on this year’s top 10 customer experience disrupters—those that are sure [.]. The post Disrupter No. 7: Social Profiling appeared first on Team HGS Blog.

Customer Experience 100

Customer Experience Contact Center Customer Service Management 100

Up Your Service

OCTOBER 25, 2016

Many companies provide customer service training for some or all of their employees. But soon after the leaders of these same companies ask why everyone in the organization hasn’t embraced a true understanding of – and commitment to deliver – service excellence ? To address this gap and answer this question, we must understand the difference between customer service training and actionable service education.

Education 110

Education Customer Service Scripts Best practices 110

ShepHyken

OCTOBER 24, 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. Increasing Sales With Personalized Marketing by Tyler Walton. (Clutch) In today’s “show me you know me” marketing world, it’s imperative that brands understand and engage their shoppers on a personal level with personalized marketing.

Government 296

Government Customer Service Customer Care Personalization 296

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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

Surveys

Contact Center Pipeline

OCTOBER 25, 2016

Chris Shortall is Vice President, Store Communications and Contact Center Operations at Destination XL Group. Chris does a wonderful job of explaining how their contact center supports their mission to provide better merchandise, better service and an entirely better experience when shopping for big and tall clothing. She explains how their monitoring and training programs […].

Contact Center 100

Contact Center Call Center 100

Vonage

OCTOBER 24, 2016

When a company reaches the top, does customer service quality still matter? Industry leaders tend to think so. I recently organized a service bench-marking visit to Singapore for 22 Korean sales and service trainers. In seven days we visited 23 leading organizations. A very busy week! At the Singapore Airlines Cabin Crew Training Center, one visitor asked, “How does Singapore Airlines stay on top all these years?

Airlines 102

Airlines Customer Service Education Sales 102

Amity

OCTOBER 28, 2016

After spending 8 years trying to find a fulfilling career, going from Engineer to Sales Rep, with a bit of Marketing in between, Nils Vinje finally had his “Aha!” moment with Customer Success. He first started as a Customer Success Manager and progressed to Manager, Director, and finally VP of Customer Success in less than 2.5 years. The thing is, Nils wasn’t just in the right place at the right time, so he knows very well what obstacles stand in the way of professionals trying

SaaS 100

SaaS Sales Coaching Engineering 100

Kayako

OCTOBER 25, 2016

Let’s face it: customer support is a superhero role. You make customers happy, remove roadblocks, and save the day when catastrophes arise. But it can be difficult to do all of that when your faithful sidekicks (in this case, the tools you use to do your job) don’t let you achieve your full potential. There are two superpowers that are essential for modern customer service: X-Ray Vision, and Telekenesis.

Customer Service 85

Customer Service APIs Accountability Customer Support 85

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.

Customer Experience

ijgolding

OCTOBER 24, 2016

Even the best specialists in their fields of work; the most experienced; the most decorated; will continuously look for ways to evolve their knowledge and learning. Often, a glaring sign of a leader who is unlikely to be able to successfully and sustainably lead their organisation, is the stark reality that the leader does not think there is anything left to learn.

Customer centricity 85

Customer centricity Entertainment Enterprise Customer Experience 85

ForeSee

OCTOBER 27, 2016

Here at ForeSee, we often get asked for a quick elevator pitch on why improving the customer experience is the greatest competitive weapon retailers have in their arsenal. Watch ForeSee VP of Retail Sales Dan Chester do just that in this interview with BloomReach. The post Why great CX measurement is invaluable to retailers — BloomReach (video) appeared first on ForeSee.

Sales 88

Sales Customer Experience Analytics 88

Clarabridge

OCTOBER 25, 2016

Surveys are a great way to get customer feedback, but how many survey questions do you really need? A colleague recently told the story of an annoying survey. He spent no more than five minutes online making a purchase, and then a post-transaction survey popped up. There were more than thirty survey questions about his simple transaction. He called it “ridiculous” and closed his browser.

Surveys 85

Surveys Abandon rate Feedback Analytics 85

Amity

OCTOBER 24, 2016

What’s the point of automation? Customer Success Managers are people and because of that, they are very good at doing people things. For instance, Customer Success Managers have the opportunity to bring value to their customers thanks to their domain expertise. By being experts in their field, Customer Success Managers are able to directly impact their customers’ ability to reach their goals, and they are able to build strong and lasting relationships with customers by proactively co

Coaching 80

Coaching Upselling Technology Management 80

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!

Feedback

Eptica

OCTOBER 28, 2016

Date: Friday, October 28, 2016 Turning service into sales with chat. Published on: October 28, 2016. Author: Angus Prentice Good customer service leads to happier, more loyal customers who stay with you longer, spend more and are more likely to recommend your business to family and friends. However, it can be difficult to measure the exact impact of individual customer service interactions on these metrics, leading to the contact center being seen as a cost, rather than a department that boosts

Sales 79

Sales Multichannel Abandon rate Upselling 79

Calabrio

OCTOBER 24, 2016

We know that when a brand delivers great customer experience, customers are more likely to establish a positive connection and long-term loyalty towards that brand. Given this, most companies, including your own, spend countless hours and resources looking for ways to improve customer experience strategies. However, the customer experience is only a part of the equation.

Contact Center 82

Contact Center Analytics Best practices Upselling 82

Avaya

OCTOBER 26, 2016

I think we’d all agree the business landscape has changed dramatically over the past two decades. Think back to the last time you wrote a paper memo or sent a card inviting a colleague to a meeting. It’s been a long while. For the most part, we’ve enthusiastically embraced this technology revolution in business, but recently it’s evolved to a point where consumer technology is now reshaping the workplace.

Banking 80

Banking Technology Enterprise Personalization 80

ijgolding

OCTOBER 28, 2016

When you run a business, there are always many growth strategies likely to be going through your head at any time, from marketing and sales ideas, through to increasing productivit y, adding new team members, or creating or sourcing more of the products or services your customers want. However, one area that many entrepreneurs don’t spend enough time on each month is thinking about how to convert more leads, and how to provide an excellent customer experience time and again.

Finance 75

Finance Advertising Education Sales 75

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

Provide Support

OCTOBER 25, 2016

In spite of all the tech advancements available for businesses today, many still operate under the presumption that their customers prefer the “good old days” of picking up the phone and relying on a human agent for all their customer support needs. While there will always be place for phone in customer service, in reality the majority of customers don’t really want to go back to the “good old days” and call you to get their questions answered.

Self service 77

Self service Customer Support Customer Service 77

Eptica

OCTOBER 26, 2016

Date: Wednesday, October 26, 2016 6 factors driving contact center change. Published on: October 26, 2016. Author: Dharmesh Ghedia With customer service being at the top of the business agenda for organizations, what are the trends that are impacting contact centers? To find out, analyst ContactBabel surveyed 216 UK contact center managers and directors.

Contact Center 71

Contact Center Multichannel Self service Surveys 71

CSM Magazine

OCTOBER 25, 2016

My research over the last ten years has led to me uncovering a series of six simple, but remarkably effective strategies that will position organizations to keep customers coming back after even the worst has happened. 1. Courtesy. If you solve the customer’s issue, but are rude or indifferent in the process, you can still negatively impact the relationship.

Consulting 73

Consulting Consulting Customer Experience 73

Envision

OCTOBER 28, 2016

Ask any business owner and they’ll agree that the millennial generation (born between 1980 and 2000) is challenging organizations to redefine their values, internal processes, retention strategies and more. Unlike former generations (Gen X, Baby Boomers), this group tends to care less about income and more about organizational transparency; less about benefits and more about buy-in; less about PTO and more about work-life balance.

Coaching 65

Coaching 65

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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.

Self service

NICE inContact

OCTOBER 28, 2016

For the 2 nd year in a row, inContact was positioned as a Leader in Gartner’s annual Contact Center as a Service (CCaaS) Magic Quadrant. Positioning in the Magic Quadrant is based on two criteria: Ability to Execute , and Completeness of Vision. Organizations in the leader quadrant have balanced these two important qualities and are described as: “ …those suppliers with a strong multichannel product and service capability that have already. amassed a large installed base of both larg

Contact Center 65

Contact Center Multichannel Contact center software Cloud contact 65

Teresa Allen

OCTOBER 27, 2016

Every now and then we all need a reality check. This month I would suggest a customer service reality check in the form of a call to your own office and a visit to your own website. When you do this, here are a few things you should look and listen for: The Telephone First Impression Is the business name clearly and consistently identified? Does the VOICE of your business emit the tone that you want to set?

Consulting 63

Consulting Consulting Sales Customer Service 63

CSM Magazine

OCTOBER 26, 2016

The conventional approach to gaining customers, based on picking a segment of purchasers to target and developing products for that segment, is no longer enough. A customer strategy goes further: It is the articulation of the distinctive value and experience your company will deliver to a chosen set of customers over three to five years, along with the offerings, channels, operating model, and capabilities you will need.

Brand ambassadors 66

Brand ambassadors Customer advocacy Consulting Consulting 66