Beyond Philosophy
OCTOBER 12, 2016
We live in the data age. Data is collected about our personal behavior everywhere. From the searches we instigate online to the products we order (and when) to the movies we choose in our Netflix Queue, sometimes it seems as if every move we make ends up in a database somewhere. So why this sudden interest in whether we watched all 14 seasons of ER or returned the Samsung Galaxy S5 Phone Case?
ShepHyken
OCTOBER 12, 2016
How you promote your company, your products and services is a very important part of the customer experience. How much clutter do you create for your customer’s email inbox? How many times does the customer miss an important message when it gets mixed into the clutter? And, it’s not just email. It’s any method of communication, which includes text messages and social channels like Facebook, Twitter and others.
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Steve DiGioia
OCTOBER 10, 2016
take that as a badge of honor! This original article was written by Steve DiGioia. The moment I entered the door he looked at me and smiled. “Good morning, welcome to Dunkin’ Donuts. Are you looking for a great cup of coffee today?” the attendant said. He already had me smiling. “Yes please” I answered. This is not a promotion for Duncan Donuts. It’s just to acknowledge a great employee that works at one of its many stores.
Callminer
OCTOBER 13, 2016
How can you provide exceptional customer experiences? Seamless customer service, customer experience analytics, and technology are a few ways. Read more.
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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
OCTOBER 10, 2016
When striving for the next level of Customer Experience, it is critical to understand how your customers make decisions. However, it’s probably not happening the way you think it is. As Customer Experience Consultants, we see our clients presume that customer evaluations of an experience occur at the product level. This presumption is only partway true.
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
OCTOBER 13, 2016
I’m a gadget guy. If it beeps, blinks or pretends to make life easier after following the 115-step setup guide, I want it! I love WFM systems and how they make scheduling much faster and more effective. And when it comes to process, one of my big mantras is “reduce or remove manual touches.” But […].
Callminer
OCTOBER 14, 2016
If your company isn’t taking the customer experience seriously, you should be. Research shows, by 2020, the customer will manage 85% of his or her experience with an enterprise without interacting with a human. Add to that statistic the fact that, within just a few years, the majority (89%) of companies will compete mainly on […]. The post 7 Tips for Providing Exceptional Customer Experiences appeared first on CallMiner.
Win the Customer
OCTOBER 10, 2016
Non-profit organizations are a great way to give back to a community, help those in need, and/or support a worthwhile cause. Unfortunately, even with the well-placed intentions of helping others, aspiring non-profit business owners must go through a lot of red tape beforehand. Here are things you need to know to get started in the industry. Conduct Key Research.
ShepHyken
OCTOBER 14, 2016
This week on our Friends on Friday guest blog post my colleague, Pascal van Opzeeland, writes an informative article about the popularity of messaging apps and how they are impacting customer service. – Shep Hyken. Have you been focusing on social media service lately? You might want to change your focus. As of 2015, messaging apps have overtaken social media platforms in monthly active users – and they are only picking up pace.
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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
Contact Center Pipeline
OCTOBER 12, 2016
Jim White is Senior Vice President and Director of Card Services at Santander Bank. Jim talks about the agent skill requirements they have in their financial contact center. Their agents are a source of information and education. He discusses their hiring and training practices, and addresses the challenges that come from efficient technology that handles […].
Mindtouch
OCTOBER 14, 2016
Congratulations if you made the list!!! We evaluated thousands of members within this community and created a measurement that took into account a wide range of metrics including internet presence, influence, and community engagement and participation. This list is frequently updated and always evolving. The TOP 200 Recognized list is a snapshot of what’s happening in the world of Content Strategy today.
ForeSee
OCTOBER 13, 2016
Over the years, our clients have told us that they struggle with data deluge, channel proliferation, and an overwhelming number of choices when it comes to technologies and partners to help manage their customer experience needs. Well, we hear you. And today, we’re excited to share how ForeSee is addressing these challenges. The post Introducing ForeSee CX Suite: One solution to manage all your CX Intelligence needs appeared first on ForeSee.
GetFeedback
OCTOBER 10, 2016
It takes a personalized, customer-centric approach to capture the modern consumer's attention. That's why customer experience is the next frontier.
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.
Contact Center Pipeline
OCTOBER 11, 2016
One of the most vital components of any contact center is the training department. No matter what kind of center you operate, it’s critical that those interacting with customers possess and maintain a solid understanding of the overall business, as well as its practices and procedures. Having an in-house training team provides a myriad of […].
Mindtouch
OCTOBER 14, 2016
Judging by Google search data—the ultimate oracle of our collective wants and needs—interest in content is spiking more right now than ever before. Joe Lazauskas , Editor-in-Chief, Contently. So whose problem is content?! The answer is everybody’s ( tech writers , engineers, marketers, support reps, etc.) and the reality is, it’s an opportunity not a problem.
Eptica
OCTOBER 12, 2016
Date: Wednesday, October 12, 2016 Is it really time for your company to embrace chatbots? Published on: October 12, 2016. Author: Pauline Ashenden One of the most talked about current trends in customer experience is the rise of chatbots , with many companies investigating using them to interact with customers on messaging apps. Essentially chatbots are basically stripped-down software agents, which should be able to understand what customers type or say and respond by providing relevant answers
Avaya
OCTOBER 11, 2016
There’s no shortage of industry research that indicates massive continued growth for the unified communications (UC) market. Last year, for example, Gartner projected the global UC market to increase from $40.9 billion in 2014 to $42.4 billion by 2019 as a result of growing demand for cloud-based services and digital transformation. Some research firms expect the market to top $96 billion as soon as 2023.
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!
CX Journey
OCTOBER 12, 2016
Image courtesy of dushy4 I originally wrote today's post for ICSA as part of their blog carnival and celebration of National Customer Service Week. It appeared on their blog on September 5, 2016. It is a modified version of a post that I wrote for CX Journey back in 2012. National Customer Service Week is just a month away; it's awesome to set aside time to recognize and to celebrate those employees who work hard every day of the year to support customers.
Amity
OCTOBER 12, 2016
Saas Tattler Issue 94 - Let Your Emails Be Heard! 196.3 billion emails sent each day in the world, and almost 109 billion of those are business emails. 1 That's a lot of emails, the question is, do you stand out and is your voice being heard? When you email your customer, does your missive get lost, does it pile up on top of many other unwanted, easily dismissed notes from co-workers, partners, and customers?
Eptica
OCTOBER 14, 2016
Date: Friday, October 14, 2016 What customers want this Christmas when it comes to service. Published on: October 14, 2016. Author: Neil Cox New figures from the National Retail Federation point to sales increasing by 3.6% over the course of 2016 holiday shopping season in the US, hitting $655.8 billion. Ecommerce should grow between 7-10%, totaling as much as $117 billion.
Avaya
OCTOBER 10, 2016
There may be no greater indicator of a company’s value in the eyes of its customers than its Net Promoter Score (NPS)—a measure of the willingness of a customer to recommend a company’s products or services to others. A score of 50 or above is considered excellent in nearly any industry and is particularly difficult to achieve in a business-to-business model.
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
OCTOBER 12, 2016
Words to Avoid in Live Chat Communication. While communicating with customers over live chat there is always a risk to spoil the impression of the conversation by writing something inappropriate. However, not all customer service representatives realize this risk and understand that there are phrases and words to avoid in live chat communication. The words you use to communicate can convey a lot of meaning.
Amity
OCTOBER 10, 2016
Health scores. here's how they work. Every SaaS company sets their own benchmarks tied to activities they deem important to customer health in an attempt to keep customers engaged and happy—and ultimately reduce churn. SaaS companies set customer health scores that typically include: User Activity: login stats, system usage. Engagements: emails, personal contact, support tickets.
Teresa Allen
OCTOBER 11, 2016
An A Customer Service Study by Dimensional Research pinpointed what makes customers of mid-sized companies happy and what leaves them in dismay What made their customer service experience good: Problem was resolved quickly The contact person was nice Problem was resolved without being passed around to multiple people The outcome was what I had hoped for What made their customer service experience bad: I had to explain my problem to multiple people Person was unpleasant Took too long to resolve P
Avaya
OCTOBER 12, 2016
As I’ve said before, no one provider can completely eliminate network security risks. There is, however, a proven way to reduce risk and network exposure: end-to-end segmentation, which is comprised of hyper-segmentation, native stealth, and automated elasticity. In part I of this series , I explored the concept of hyper-segmentation. In a nutshell, hyper-segmentation involves using SPB (Shortest Path Bridging–802.1aq) to quickly and easily create virtual network segments that are completely iso
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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.
Omnicus
OCTOBER 10, 2016
Twenty years ago, mobile phones were a rarity. They were bulky, cumbersome and limited at best. The thought of utilizing them for customer service was laughable. Things have changed. Now, it has come full circle. The thought of being attached to a landline for twenty plus minutes is dreadful, to say the least. We are mobile, as are our needs. So when we need customer service, it’s typically on the go.
Interaction Metrics
OCTOBER 14, 2016
At conferences, I’m often asked about mystery shopping, and it got me thinking: there are a lot of misunderstandings about what mystery shopping can and can’t do. Some see mystery shopping as a simple check-in; others see it as too artificial for an accurate customer service evaluation. Many executives assume they get the same insights […].
GetFeedback
OCTOBER 11, 2016
The Net Promoter Score (NPS) is a simple metric that can spark serious growth. Here's how and why it's become a trusted measure of customer loyalty.
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