Beyond Philosophy
NOVEMBER 24, 2015
I have a confession to make: I am an easy interview. Why? People easily sway me. Despite my status as a hiring wally , I have hired many people in my career. Most of them have been great. So how did I do this? To quote a fellow Brit, “I get by with a little help from my friends.”. What I have done to good effect is to get different people from across the organization to interview the person as well.
Contact Center Pipeline
NOVEMBER 27, 2015
Programs that offer honor and prestige for top performance not only inspire employees to reach for higher goals, they help to create a positive workplace environment that attracts quality candidates. At SWBC, a diversified financial services company headquartered in San Antonio, schedule performance is one component of a robust recognition program called “Top Performer,” which […].
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Peter Lavers
NOVEMBER 26, 2015
Are you neglecting the development of softer skills in your analysts? Talking to Customer Insight Leaders, including at the DataIQ Talent Awards , it would seem they are. If there is such widespread support for the idea, why haven’t businesses invested in this training sooner? People have suggested a number of theories: Under investment in these teams or in training during ‘lean times’.
Win the Customer
NOVEMBER 23, 2015
Real insight into the psyche of customers is rarely achieved today. But with the right process and focus on key data points, information can be leveraged to improve customer experiences throughout the entire customer journey. Little did Rodgers and Hammerstein know in 1951 that their song “Getting to Know You” written for the musical “The King and I” would become […].
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Beyond Philosophy
NOVEMBER 26, 2015
Airbnb’s business continues to grow, as do the concerns of many hotel chains. But not Hilton. Their CEO claims the Airbnb business is a segment of the market and nothing more. Whilst I agree that the Airbnb is a different segment of guest, ignoring the Airbnb segment is to Hilton’s peril. Why? It indicates a change in business as usual. The idea is disruptive to how people choose to stay away from home.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Up Your Service
NOVEMBER 23, 2015
The focus on ‘going digital’ and ‘digital experiences for customers’ continues to increase at a rapid pace across industries. We often hear that in this age of digitization, “customer service” is becoming less and less important. In our view, that’s because “customer service” is too often defined as the interactions between our frontline staff and customers.
Influitive
NOVEMBER 24, 2015
Ever wonder if you’re on the right career path? Take our quiz to find out which marketing role would really suit you (based on some *incredibly* scientific questions). You’ll also find out how to take your career to the next level and get to share your results with your network. Content loading… Sign up for our newsletter to receive the latest advocate marketing news and best practices.
Beyond Philosophy
NOVEMBER 22, 2015
How do you lead in times of turmoil or growth? The answer is: leadership and communication. In times of turmoil, people look to leaders to lead. All too often in corporate life, however, these times are when leaders run and hide. To that end, here are ten things leaders need to do in times of turmoil and growth : Be seen and seen often. Their teams need to see them as a constant even when everything else is changing.
Contact Center Pipeline
NOVEMBER 24, 2015
In most contact centers, the executive team recognizes agent attrition as a necessary evil. They know there is some expense associated with it, but the general opinion is that the cost of the cure is likely greater than the benefit. It is your challenge to change that line of thinking. Building a case stands on […].
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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
Andrew Mcfarland
NOVEMBER 24, 2015
Anyone who has witnessed corporate bungling of major customer service snafus realizes that not all apologies are created equal. Anyone even remotely interested in their customers should read HBR’s article titled “ The Organizational Apology.” This excellent article made me think of T-Mobile’s response to revelations that user data had been hacked via [.].
Influitive
NOVEMBER 26, 2015
Those who work at not-for-profit organizations love being part of a community. That’s why Blackbaud , a non-profit software solutions provider, launched a customer advocacy program to engage and connect with its 30,000 customers. However, the program didn’t give Blackbaud’s passionate advocates many activities to do—or a lot of professional perks. Amy Bills , Customer Marketing Director at Blackbaud, knew they could do better if they rethought their approach to customer advocacy.
ijgolding
NOVEMBER 24, 2015
Followers of my blog will know that I have traveled extensively over the last four years. In 2015 alone, I have visited 20 countries in Europe, Africa and Asia. In 2016, I am already scheduled to work in North America and the Middle East as well as continuing my efforts in Europe and Africa. In all cases, I have been asked to work with; talk to; teach; cajole; people from the C-suite to the front line; in understanding the importance of Customer Experience.
Eptica
NOVEMBER 27, 2015
Date: Friday, November 27, 2015 Mobile – at the heart of the customer experience. Published on: November 27, 2015. Author: James Gladwish According to new academic research people check their smartphones 85 times a day and use them for a daily average of 5 hours. The study, from Nottingham Trent University , also found that much of the time most users don’t even realize they are doing it, with consumers spending twice as much time on their phones as they think.
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.
Provide Support
NOVEMBER 24, 2015
It goes without saying that today’s gigantic Twitter and Facebook user base makes brands more accessible than ever. Customer service via social media can no longer be considered as a luxury but as an essential component of any customer service strategy – for two simple reasons: Everyone’s thumbs are practically connected to their cellphones – it gives little room for companies to consider alternatives.
NICE inContact
NOVEMBER 23, 2015
Many agents and supervisors cringe when it is time for coaching. From an agent perspective, the coaching experience has historically been associated with a supervisor controlling a conversation; speaking to what the agent has done wrong on a call. Supervisors pull their hair out anticipating another 1-on-1 conversation with an unruly, eye rolling agent who hasn’t grasped what was expressed during previous coaching sessions.
Up Your Service
NOVEMBER 24, 2015
The focus on ‘going digital’ and ‘digital experiences for customers’ continues to increase at a rapid pace across industries. We often hear that in this age of digitization, “customer service” is becoming less and less important. In our view, that’s because “customer service” is too often defined as the interactions between our frontline staff and customers.
Micah Solomon
NOVEMBER 26, 2015
The goal of a customer service/ customer experience initiative – what you can ultimately hope to accomplish – is to learn what your customers appreciate, tolerate, and actively dislike, and to creatively redeploy your attention and resources in ways that help you win customer loyalty and improve your bottom-line success. In other words, it’s all about getting your company to think like a customer.
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!
Customers That Stick
NOVEMBER 24, 2015
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LiveChat
NOVEMBER 23, 2015
Not everyone wants to reach the top of the world, but we all have our own Everest to climb in our lives. For example, having a successful business, reaching 1000 followers on Twitter (@ okolodynska ) or learning to play a sax. Here are a few success quotes that I hope will help you keep moving toward your goal. I cannot give you the formula for success, but I can give you the formula for failure – it is: Try to please everybody.
CX Journey
NOVEMBER 27, 2015
Image courtesy of hellojenuine How often do you say "thank you" to your customers? Yesterday, across the United States, individuals and families celebrated Thanksgiving and set aside some time to give thanks for all of the blessings in their lives. While it's awesome to have a day set aside just for that, it's never a bad thing to adopt an attitude of gratitude every day.
Clarabridge
NOVEMBER 25, 2015
It’s the day before Thanksgiving and if you’re like me, you’re gearing up to travel somewhere to see family. Did you just wake up this morning, throw the kids in the car, and go? That kind of spontaneity is generally fine and dandy for about 5 minutes, at which point you realize traffic is stopped and your kids are hungry. During the holidays, or anytime, it’s important to plan your journey.
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.
Up Your Service
NOVEMBER 23, 2015
Four Rules for Engineering a Service Revolution. Improving service quality in a large organization can be difficult – and it can take a long time. But we have experimented with many approaches for the past 20 years, and we have discovered a small number of key principles that dramatically improve your chances of success in building a strong service culture – and improving service quality – fast!
Comm100
NOVEMBER 25, 2015
When the live chat going gets tough you might think to yourself, what do customers truly expect from me? I’m not a mind reader, after all. But several live chat features make it easier than ever to anticipate customer pain points—and with proactive chat, you can dazzle customers by reaching out before they even think to make their way to the “contact” page.
Micah Solomon
NOVEMBER 26, 2015
In hospital and healthcare settings, many of the questions I get as a consultant and speaker are about HCAHPS and how to improve those scores through training and other means. (I work in a variety of settings, including healthcare, as a consultant and keynote speaker on customer service and the customer experience, which in this case means patient satisfaction and the patient experience.).
Clarabridge
NOVEMBER 23, 2015
Meet Eric. Eric is a call center manager who recently noticed an influx of calls about loyalty points. Watch this video to see how he pinpoints the reason why customers seem unhappy with the loyalty program and works to correct the issue. To learn more about how call centers can put customer feedback to work, read our guide: 5 Reasons Why Store Operations Teams Can’t Ignore CX Data.
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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.
CX Journey
NOVEMBER 24, 2015
I originally wrote today's post for Mattersight. It was published on their blog on May 29, 2015. Placing a call to customer support just got a little nicer and a little easier. Think about the last time you called a company's customer service number. Did you feel like you connected with the rep who answered the phone? Did the approach the rep took with you fit how you talk to others?
LiveChat
NOVEMBER 25, 2015
Online businesses have one of the busiest parts of the year ahead of them. In two days, the Black Friday craze will start. Millions of consumers will rush to score the best deals from major retailers. In four days, we’ll see the same thing for online businesses when the Cyber Monday sales will start. What does this mean for your company? If you offer any sales or discounts at all, you need to brace yourself for a huge increase in traffic and questions from customers.
Micah Solomon
NOVEMBER 26, 2015
In the course of working as a consultant to mend corporate cultures (I’m a consultant on company culture and the customer experience and service) I see a lot of universal mistakes. (In other words: Unhappy companies are often unhappy in similar ways and for similar reasons, Tolstoy notwithstanding.). The happy part of this means that there are some universal solutions as well.
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