Beyond Philosophy
NOVEMBER 2, 2016
Have you ever spent a night at a hotel, on business, and been charged a “resort fee” even though you never had time to take advantage of the pool, the spa or any of the other “amenities?”. I have, and I wasn’t happy about it. Nor was I pleased when I was charged to park in a sprawling suburban parking lot, or when I saw the $5 price tag on the bottled water in my room.
ShepHyken
NOVEMBER 2, 2016
It’s been a while since I approached the topic of customer loyalty. All of the tips, ideas, tactics, and techniques I write about are about driving a better customer service experience, which can (and hopefully will) lead to customer loyalty. The concept of repeat business, and ultimately customer loyalty is huge. A small increase in loyalty, just as little as one or two percent, can have a dramatic positive impact to your top and bottom line numbers.
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Steve DiGioia
OCTOBER 31, 2016
This original article was written by Steve DiGioia. Aren’t you tired of hearing customers complain? Tired of low productivity and high payroll costs? Tired of watching your service scores fall month after month? What are you doing about it? Are you a change agent or the king of status quo? A successful business is dependent upon the unwavering ability to identify challenges, evaluate a new course of action and put into effect the processes and procedures to make it happen.
Contact Center Pipeline
NOVEMBER 3, 2016
Universities, consultants, authors and experts all have a lot to say about employee engagement. The attention paid to this topic is encouraging, as it is a critical ingredient in a high-performing company. The best insight, though, does not come from the experts. It comes right from the source—the employees themselves. Agents in contact centers have […].
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Beyond Philosophy
OCTOBER 31, 2016
Like millions of Wells Fargo customers, Lorraine and I have checked to see if we had any accounts opened with the bank without our consent. Like millions of Wells Fargo customers, we don’t trust them because they lied. In today’s context, their Code of Ethics sounds absurd: Wells Fargo’s reputation as ‘one of the world’s great companies for integrity and principled performance’ sounds laughable in light of the scandal where employees opened millions of fraudulent customer accounts to hit product
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
OCTOBER 31, 2016
In today’s customer landscape, the “customer experience” has evolved from a buzzword to a top priority for any organization regularly interfacing with customers. And for good reason: Research shows customer satisfaction has the power to create happy and loyal customers, in addition to directly impacting the bottom line. Forrester, in fact, reports that the revenue […].
Contact Center Pipeline
NOVEMBER 1, 2016
No one can deny the remarkable impact that mobile technology has had on consumer behavior. Texting has displaced phone calls and email as the preferred communication channel among millennials, and social media has emerged as their top choice for obtaining information and content. Our employees are also consumers of the latest cool tools and applications. […].
Customers That Stick
OCTOBER 31, 2016
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ShepHyken
OCTOBER 31, 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. 13 Haunting Customer Service Statistics by Tricia Morris. (Microsoft) Here are 13 haunting (and daunting) customer service statistics that are keeping brands, and especially CSRs, up at night.
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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
Vonage
NOVEMBER 4, 2016
Each week, I send out a Customer Service Tip of the Week email to my subscribers. (Not a subscriber yet? Get it here.). It’s usually a reminder. The idea is to reinforce good customer service skills by starting each week with a specific tip to focus on. Eventually, the tips cycle through and start over again. I’ll occasionally add some new tips to the mix.
Contact Center Pipeline
NOVEMBER 2, 2016
This past January, we reported the results of a survey we conducted to shed light on our expected challenges and priorities for 2016. We want to know what a difference a year makes, so we just opened a survey so that we can take a peek at 2017 and see what we’re challenged by and […].
Andrew Mcfarland
NOVEMBER 1, 2016
Think about this for a moment… what unforced errors is your company making with its customers right now? Customers have developed thick skins as it relates to product quality and customer experience.
ShepHyken
NOVEMBER 1, 2016
Merrick Rosenberg on How To Understand and Adapt to Your Customer’s Communication Style. Shep Hyken speaks with Merrick Rosenberg, CEO of Take Flight Learning and author of The Chameleon: Life Changing Wisdom for Anyone Who Has a Personality or Knows Someone Who Does. They discuss how understanding your customers better will lead to a better customer experience.
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.
Avaya
NOVEMBER 4, 2016
Midmarket companies (500 or fewer employees) across Latin America are leading the region’s digital transformation in the workplace. Unified Communications is migrating from being seen as a business enabler to being seen as a standalone competitive advantage—be that through speed to market or even the generation of brand new services. For midmarket businesses developing and harnessing these advantages, Avaya IP Office™ 10 is a significant advancement.
Natalie Petouhof
NOVEMBER 2, 2016
Tweet Constellation Research is launching a new program, and I’m happy to share that Oracle has been listed on the Constellation ShortList ™ for Social / Digital Media Listening / Monitoring/ Engagement Platforms. The program offers buyers of technology a list of offerings to consider in their pursuit of digital transformation. Social, digital media listening, monitoring and engagement platforms are designed to build better brand engagement to drive customer loyalty and advocacy.
Teresa Allen
NOVEMBER 2, 2016
As a provider of financial industry sales and service training for 20 years, I have been nothing short of horrified to learn about what Wells Fargo has been doing to their customers. It truly was not a big surprise as my daughter opened Wells Fargo accounts as a young adult several years ago after moving to Los Angeles. Even though it has been many years, I have not forgotten her call to lament all the charges she was getting from Wells Fargo for products and services that she never requested.
Calabrio
NOVEMBER 1, 2016
Speech analytics is a huge opportunity for brands. If you aren’t at least considering speech analytics for your contact center, you risk missing out on valuable information that can improve the entire customer experience. While many companies know that speech analytics is something they should do, the question we hear most often is: where do I start?
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!
Topdown
NOVEMBER 1, 2016
In an August 2016 report entitled Three Steps to Enrich the Customer Experience with Contextualized Communications , Gartner analysts Karen M. Shegda, Mick MacComascaigh and Pete Basiliere make the case for deploying customer communications management (CCM) and web content management (WCM) solutions synergistically to deepen customers’ engagement and loyalty.
Provide Support
NOVEMBER 2, 2016
7 Tips for Maintaining A Positive Attitude in Customer Service. There’s no surprise that customer service is among occupations that commonly involve quite a high number of stressful experiences. This might gradually influence our reactions and behaviors, and invisibly cause the outcomes that are not really in our best interests. Exhaustion, anxiety, lack of motivation, uncertainty and frustration are reported as most common issues resulting in overall burnout and occupational hazard in customer
Eptica
NOVEMBER 2, 2016
Date: Wednesday, November 2, 2016 The 3 dimensions of customer service conversations. Published on: November 02, 2016. Author: Laurence Chami Organizations today receive a growing number of incoming emails and social media messages from consumers. At the same time the range and scope of these interactions is also expanding – essentially consumers today want to be able to have conversations with brands, on their channel of choice , in order to find out information, solve problems and to giv
Avaya
OCTOBER 31, 2016
In a 2011 webinar, Gartner Research Vice President Laura McLellan boldly said that by 2017, the CMO would spend more on IT than the CIO. Now that we’re just shy of 2017 (how time flies!) the question is: will this statement become reality, or yet another castaway on the island of false predictions? I believe this fast rise of the CMO as a major influencer of IT spending is in fact a reality.
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.
ijgolding
NOVEMBER 3, 2016
A few months ago we kicked off some research based on the 6 key customer experience elements referred to as the 6 Ps principles. These were discussed in a recent article posted on MyCustomer.com. The 6 Ps qualitative research sets out to determine the extent of the influence on the success, or otherwise of Customer Experience on business and to discuss the challenges and impact customer experience practitioners are having within their business and industry.
ForeSee
OCTOBER 31, 2016
Over the last decade, the men’s apparel market has shown steady growth, outpacing even women’s apparel, and is expected to contribute upwards of $40 billion in sales to the global. The post What CX Intelligence reveals about the men’s apparel market (infographic) appeared first on ForeSee.
LiveChat
OCTOBER 31, 2016
For all the attention social media has received of late, “search” is still one of – if not the most – important traffic channels for local businesses. It’s easy to see why: local search is contextually and temporally relevant. It gives users solutions to pressing problems right when they need them the most. A user searching for “plumbers in Atlanta” isn’t just window shopping; she has an actual plumbing issue that needs to be resolved quickly.
Avaya
OCTOBER 31, 2016
All things good and bad must come to an end and so it is with both sadness and relief that I am closing out my series of Advanced Avaya Breeze™ videos. Combined with my series of introductory videos , I’ve shown you how to create Avaya Snap-ins that process calls, emails, and SMS text messages. I’ve reached out to cloud services from Snap-ins and invoked Snap-ins from cloud services.
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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.
Clarabridge
NOVEMBER 1, 2016
By: Dale Roberts, VP of Professional Services for Clarabridge. Glass. As a true Brit, part of our national identity is our inability to complain or at least to do so well. If it were an Olympic sport, we would be coming home empty handed. Years ago, while taking a break for lunch during a spell working with McGraw Hill and Reuters in New York, I actually apologised for finding glass in my soup.
Amity
NOVEMBER 4, 2016
As I wrote my first blog on scaling Customer Success Teams several weeks ago I had a hard time narrowing down which topics to include and which to leave out so that the piece didn’t turn into a Tolstoy novel. There are many factors to consider as your team attempts to scale. So many in fact I decided to dedicate another post to it. Believe it or not, it was hard to narrow for this second one as well.
Kayako
NOVEMBER 1, 2016
This is a guest post by friend of Kayako, Alice Clark. Aside from building an excellent product, companies should also focus on outstanding customer support. Research has shown that around $83 billion is lost by businesses every year just because of poor customer service. This indicates that you cannot afford to neglect this part of business. It’s ineffective to follow strategies to upgrade customer support while bad customer service is causing you to leak business.
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