Sat.Jul 08, 2017 - Fri.Jul 14, 2017

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Retailers Resort To Spy Gear To Serve You Better

Beyond Philosophy

Retailers are using technology used in espionage efforts to remain relevant in today’s online shopping world. Throughout Europe and the U.S., brick and mortar retailers are employing high-tech spy techniques to obtain information about a shopper’s in-store experience—and using it to improve their Customer Experience. Spy Tech and the Customer Experience.

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Sometimes Customers Don’t Know the Right Questions to Ask

ShepHyken

My brother, Rusty Hyken, was on a trip to Utah with his wife and two dogs. It’s a leisurely three-day drive for them. He made their hotel reservations, and for each hotel they planned to stop at on the way to Utah he asked, “Is your hotel dog-friendly?” All of them said, “Yes.” But to his surprise, while checking into one of the hotels he was told there would be a $120 charge for the dogs to stay in his room.

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5 Best Practices for Designing a Successful Training Program

Contact Center Pipeline

David Merrill, renowned educator and coauthor of Reclaiming Instructional Design, defines instructional design as a “technology that incorporates known and verified learning strategies into instructional experiences which make the acquisition of knowledge and skill more efficient, effective and appealing.” We all want our employees to receive the most effective training, and to apply their new […].

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3 Expert Tips to Pre-empt an Escalation with a Customer

Myra Golden Media

I remember being a new manager preparing to deliver bad news to a group of executives. I was nervous, fearing I would get questions I couldn’t answer and thinking I’d get slammed in the meeting. My boss, the executive vice president of the company, helped me prepare for the meeting. “Here’s the strategy you use. You go in there and answer their every question, before they even have a chance to ask you anything.

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The 2023 Verint Experience Index: Retail

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

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Are you Competition Obsessed?

Beyond Philosophy

If you haven’t read Jeff Bezos’ latest letter to his shareholders, put it on your to-do list pronto. There are many takeaways from his letter, but one that stands out to me most is this: “ Obsess over customers, not competitors.”. Most companies are obsessed with their competitors. Their mission statements might suggest that they are dedicated to their customers, but in reality, all they do is constantly check up on what their rivals in business are up to and try to emulate them.

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Creating Career Paths for Agents

Contact Center Pipeline

There is no doubt that technology has accelerated the pace of change in contact centers. Yet when it comes to the human element, some things have remained the same for decades. Agent turnover has been and remains a top challenge in centers. The repetitive nature of the job and limited potential for career advancement create […].

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Small Call Centers Go Big with Speech Analytics

CX Global Media

Small Call Centers Go Big with Speech Analytics. “But we’re small.” This is often the reply leaders of smaller call centers use when they look at many of the contact center solutions in the marketplace. They just think they can’t have what the larger centers can because of their size. Well ‘small’ is not a barrier for speech analytics in contact centers anymore.

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HGS Harvests Gold at CCW Awards Ceremony

HGS

Posted by Andrew Kokes, HGS Senior Vice President, Global Marketing In June 2017, HGS partnerships found golden success—receiving first-place recognition for Best Outsourcing Partnership and [.]. The post HGS Harvests Gold at CCW Awards Ceremony appeared first on Team HGS Blog.

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How to Reduce Call Center Dead Air Space

Callminer

What happens when a customer contacts your business expecting answers and the only thing they hear is silence?

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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A Q&A with Bob Furniss, ICMI’s Lifetime Achievement Award Recipient

Contact Center Pipeline

In May 2017, the International Customer Management Institute (ICMI) recognized Bob Furniss, VP, Global Service Cloud Practice, Bluewolf, an IBM Company, with its Lifetime Achievement Award. According to ICMI, the recipient is “a person who embodies the spirit of customer service and has contributed to all aspects of the contact center industry—the people, the organizations, […].

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Three things we can learn from how Wimbledon is managing the customer experience

Peter Lavers

I had the pleasure this week of being invited to Wimbledon by IBM to see for myself how their systems, artificial intelligence, and cognitive tools (Watson) underpin the customer experience. What?! Isn’t Wimbledon all about ‘being there’? The atmosphere; the proximity to the athletes and pundits; the strawberries! Doesn’t the world divide for two weeks in July between those who are there and those who would like to be there?

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HGS Harvests Gold at CCW Awards Ceremony

HGS

HGS Harvests Gold at CCW Awards Ceremony. Posted by Andrew Kokes, HGS Senior Vice President, Global Marketing. In June 2017, HGS partnerships found golden success—receiving first-place recognition for Best Outsourcing Partnership and Best Use of Self-Service Technology at the 2017 Contact Center World Awards. “We are honored to be recognized by one of the world’s largest contact center associations as a trailblazer in outsourcing partnerships and self-service technology,” said Chris Lord, Global

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THE LAW OF CONNECTION

Victor Midgley

I often get asked by people who learn how long I have worked in the Call Center space, what is it about Call Centers that could possibly keep me engaged in that tough world of never ending stress? For me, the answer is easy. There isn’t another profession that is more perfectly suited to develop … Continue reading "THE LAW OF CONNECTION".

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Read How CD Baby Turns a Mundane Email Into an “Exceptional Conversation”

Steve DiGioia

This original article was written by Steve DiGioia. Correspondence from most members of the retail industry is reduced to little more than a form letter with a few “mail-merged” names; the letter can fit most circumstances and usually does. Isn’t it about time someone uses their imagination and creates a response that we look forward to read…and share?

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Five Things You Must Know About The Future Of CX Management

Peter Lavers

Find out the Five things you need to know about the future of Customer Experience Management in Peter Lavers’ latest blog as featured on The Center For Client Retention (TCFCR). Five Things You Must Know About The Future Of CX Management. The post Five Things You Must Know About The Future Of CX Management appeared first on Think CX.

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With customer experience design, functional is good. But don’t stop there – by Beth Richardson

ijgolding

“Focus on the whole journey, not just the transaction” In the world of Customer Experience (CX) you will hear this phrase frequently. But what does it mean? It’s the difference between a task and a purpose. The difference between a user story like the one above, and meeting a customer’s overall goal. It is important to understand the difference between the two, because how you frame the interaction determines how your customer will experience it.

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Why You Can’t Just Convert FAQs into a Customer Service Chatbot 1:1

Aspect

As companies are exploring the use of customer service chatbots, one of the first candidates of content that come to mind to “botify” is the existing FAQs often represented on corresponding sections on a website. It is tempting to think that you could just take these and convert them into the form of a Conversational UI (CUI) – they are already in the form of answers to questions after all, right?

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Contact Center Dialers Demystified

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.

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Guest Blog: Fake Reviews Destroy Customer Experience and Confidence

ShepHyken

This week we feature an article by Mike Allton about negative and fake reviews. Ask your customers to post online reviews. This shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. – Shep Hyken.

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IDC Study: B2B Customer Advocacy Programs Grow 570% In A Year

Influitive

A new IDC report has found that one organizational tactic has grown 570% YOY among B2B vendors (and no, we don’t mean ABM). It’s customer advocacy programs. Last year, only 10% B2B vendors surveyed had a customer advocacy program in place, according to the IDC research. This year, “The Role of Marketing in Customer Advocacy”.

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How to remain competitive during the summer business slump

aircall

It’s summertime, and the living is easy. Unfortunately, the peril lies in taking it a little too easy. The summer months mean a change of rhythm for many businesses: some see their activity increase, but most notice a summer business slump. In fact, a Captivate study finds that overall productivity dips by 20% during the summer season. Luckily, the summer downswing isn’t inevitable, and its consequences aren’t necessarily devastating.

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Customer Engagement Center Capabilities: Agent Empowerment and Engagement

Aspect

Engaged employees are happy employees. According to Aspect’s Agent Engagement Survey, 78% of customer service reps who feel engaged are satisfied at their job, a full 16 points higher than the average and a whopping 54 points higher than those agents who don’t feel engaged. Still, the majority of agents said they plan on staying with the company where they are currently employed.

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The Open CCaaS Advantage Report

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.

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Create a customer service culture to stand out in the crowd

Vonage

When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. The right words inspire, motivate and encourage people to achieve excellence. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. The colonial post office in Singapore’s financial district has been transformed into the luxurious Fullerton Hotel.

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Bounce Your Email Bounce Rate

CustomerGauge

There are certain bouncing records that would be pretty cool to hold. For instance in 2015, Pi Kappa Phi Fraternity at Florida Southern College set a Guinness World Record after spending 48 hours straight in a bouncy castle. Or Kuo-Sheng Lin of Taiwan, who holds the record for most bounces of a soap bubble, with […]. The post Bounce Your Email Bounce Rate appeared first on CustomerGauge.

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Messaging, Phone Systems, and the Missing Piece

TEN DIGIT Communications

By Thomas Howe – CTO. If you asked for my opinion on the most important difference between texting and voice, as a communications engineer, I would say that messages don’t ring, and phones do. That fact turns out to be more important than you might imagine. In a brilliantly simple act of engineering, old fashioned phones (the kind that you find on kitchen walls) ring when called.

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Whose job is it anyway? The importance of accountability in the world of Customer Experience

ijgolding

I absolutely love it when people share things with me that I have never come across before. It is why I am so adamant about calling myself a ‘specialist’ – not an expert – as I spend my life continually learning. Every day; every week; every month; every year; I enjoy continually evolving my specialism – through practical application and through acquiring knowledge.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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It’s Time to Mature the CX Maturity Conversation

Topdown

A big part of my job at Topdown is to keep up with the latest research on and reporting about trends and expectations for customer communications management (CCM) and customer experience (CX). I talk to industry analysts quite frequently and read their reports with great attention because analyst research and feedback has been and continues to be a key input into our product development plans and marketing efforts.

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The QBR Mistakes You Need To Stop Making

Amity

You may have read some inspirational quotes on faded landscape backgrounds saying things like " there's no success without failure ", and while this may be true in most cases, you'll want to forget about it and focus on doing things right when it comes to QBRs. QBRs are an amazing opportunity, but they're also where dropping the ball has the most painful impact.

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Five Reasons New Call/Contact Centers Fail

Taylor Reach Group

By: Colin Taylor. There can be many reasons for an organization to decide it is time to create a Call Center or Contact Center. Perhaps organic growth, a new product, service or acquisition is resulting in calls swamping the switchboard, or customers are tracking down the administrative offices to trace an order, or email volumes are surging and going unanswered.