Contact Center Pipeline
JULY 26, 2017
There is no such thing as, “just an address change” or a “simple customer question.” Every interaction is a loyalty situation: How that interaction is handled can either generate customer commitment or drive that customer away. For example, I called my phone company to request a business calling card. I had to navigate a painful […].
Call Center Weekly
JULY 24, 2017
By Celia Thomas To aid and ensure contact center agents are successful, leadership must support and values them. One key area in this development, is trust. There is an excellent quote by Steven Covey that speaks to the important of trust in leaders. “Without trust we don’t truly collaborate; we merely coordinate or, at best, cooperate. It is trust that transforms a group of people into a team.
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Beyond Philosophy
JULY 26, 2017
When you realize that something you buy often has gone up in price, how do you feel? For many of us, my guess is annoyed, which is the type of emotion that isn’t doing the Customer Experience any favors. However, without checking the package (or Googling) do you have any idea how many sheets of tissue are on a toilet roll? Me neither. That is what manufacturers are banking on with their strategy to reduce the amount included in your purchase price.
ShepHyken
JULY 26, 2017
There’s an old joke that goes something like this: A guy goes to the doctor. He raises his arm and complains, “It hurts when I do this.” The doc says, “Then don’t do that.”. In other words, “Stop it!”. That reminds me of a very funny video I saw on YouTube that features comedian Bob Newhart. It’s called “Stop It!”. In the video, Bob Newhart is a therapist and his patient is complaining about a problem she is having.
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Customer Relationship Metrics
JULY 26, 2017
You’ve tried numerous tactics to improve your agent performance and to put your attrition problem to rest. You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. Perhaps you’re even feeling a little disgusted with yourself and your inability to make a bigger impact. You feel like no matter what you try, it’s not going to work.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JULY 24, 2017
So a couple of months ago, Lorraine and I headed out to our local Jeep dealership. And thus began an excellent case study in how NOT to treat your customers. When we arrived, I told the salesman I wasn’t going to buy anything that day. But the salesman cornered me into a negotiation anyway. I sat in an uncomfortable chair for most of the afternoon while this fellow disappeared time and again, emerging each time with a new lower price written on a sheet of paper.
ShepHyken
JULY 28, 2017
This week we feature an article by Ted Janusz who writes about how customers are always looking for a better customer experience. It’s important to stay up to date on new technology and trends in order to keep your customers and attract new ones. . Was this a typical Friday event for you and your family? Would you or your parents drive to your neighborhood Blockbuster store, hoping to get a copy of the latest movie release before they would all be rented?
Convoso
JULY 24, 2017
Agent training is a huge part of call center life. In fact, in an industry that suffers the most from agent turnover, agent training should be viewed as everything.
Contact Center Pipeline
JULY 25, 2017
We have reached the fourth installment of our five-part series on how the best contact centers differentiate themselves. (Be sure to read the previous posts in this series: Part 1, Balancing the Contact Center Brain, Part 2, Valuing the Agent and Part 3: Optimizing the Exceptions.) Our focus for this article is on setting priorities. […].
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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
Call Center Weekly
JULY 27, 2017
By Sean Hawkins We should all be familiar with After Call Work, aka wrap up time. This is simply the post call tasks agents must perform to complete the interaction. Inevitably, during this time, agents are prone to offer commentary on their call. This is generally said to no one in particular, but it's usually heard by everyone within range. I call it After Call Talk.
ShepHyken
JULY 25, 2017
Chase Clemons Discusses How to Create Customer Happiness. How can we move from just satisfying our customers, to making them truly happy, which results in loyalty? Shep Hyken interviews Chase Clemons, a highly-experienced customer service professional at Basecamp, who tells us how to go above and beyond for your customers. First Up: Shep Hyken’s opening comments focus on how, when your customer calls you, they need to know three things: That you know them.
Aspect
JULY 25, 2017
Omni-channel interactions within the contact center enable businesses to generate more data than they ever have before. But, if companies are unable to make sense of that data it’s about as useful as it was if it had never been collected in the first place. Data only benefits companies if it provides insights that they can grow and learn from, and that is exactly what the reporting and analytics feature of Aspect Via was created to do.
Nexmo
JULY 28, 2017
Nexmo is pleased to announce immediate support of early media in our programmable Voice API. This has been one of our most requested features, and it is now fully supported for all use cases that use our Voice API. What Is Early Media? Simply put, early media is any sound played to a calling party […]. The post Announcing Early Media Support in the Nexmo Voice API appeared first on Nexmo.
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.
Call Center Weekly
JULY 26, 2017
By Sean Hawkins After a recent escalation from a very angry customer, the agent handling the call expressed gratitude and was quite surprised the customer was able to calm down and allow me the opportunity to resolve their problem. Having done this for a while, perhaps I had taken for granted the ease in which customer service should apologize. As this was a teachable moment, I took time to coach the agent on the approach I take.
ShepHyken
JULY 25, 2017
Chase Clemons Discusses How to Create Customer Happiness. How can we move from just satisfying our customers, to making them truly happy, which results in loyalty? Shep Hyken interviews Chase Clemons, a highly-experienced customer service professional at Basecamp, who tells us how to go above and beyond for your customers. First Up: Shep Hyken’s opening comments focus on how, when your customer calls you, they need to know three things: That you know them.
Customer Experience Matters
JULY 28, 2017
As most readers of this blog will likely know, customer-centric organizations must master Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. It turns out that you’re only as good as your weakest link. Here’s what it looks like when you fall short in one of these areas: Without Purposeful Leadership the company is Stagnant.
Contact Center Pipeline
JULY 27, 2017
The Pipeline blog has been heating up all month! Our most-read topics in July included blog posts on aligning agent metrics with key customer satisfaction drivers; new ideas for agent development initiatives and career paths; how to design an effective agent training program; a conversation with contact center industry guru Bob Furniss, recipient of ICMI’s […].
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!
aircall
JULY 28, 2017
Contrary to what your sales team might be chanting as they uncork that bottle of champagne, a customer’s loyalty isn’t won when they sign up for your service. Relationships can quickly sour if customers fail to see value in your solution, find it too difficult to use, or simply lose interest. In era when one in four users will abandon your app after only one session , we’re particularly sensitive to these risks.
ShepHyken
JULY 24, 2017
Each week I read a number of customer service and experience 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. What do older generations want from customer service? by Roxanne Abercrombie. (CustomerThink) It may surprise you that one in five Twitter users are aged over 50, over 59 per cent of seniors have made an online purchase in the past three months, and a colossal 28 milli
Eptica
JULY 26, 2017
Date: Wednesday, July 26, 2017 Why customer experience needs to be led from the top. Published on: July 26, 2017. Author: Olivier Njamfa In today’s ultra-competitive world, senior managers understand the importance of customer experience to corporate success. 72% of companies surveyed by Forrester said improving customer experience was their top business priority, while in Gartner research, CEOs listed customers as their second biggest focus , ahead of workforce, and just behind growth.
Aspect
JULY 26, 2017
Do you remember a scene in Star Trek IV in which Scotty picks up the mouse of a 20th-century computer and tries to speak through it ? It was funny then, still is today. But will we still laugh in say 10 years? In case you didn’t know: Amazon lets you change the invocation word of your Echo devices to ‘Computer’ (besides ‘Alexa’, ‘Echo’, and ‘Amazon’) – a dream come true?
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.
Joe Rawlinson
JULY 26, 2017
Paying attention to your customers’ buying habits can pay off. Using customer analytics to track buyer behavior can boost your sales, customer satisfaction and customer retention by as much as 25 percent, Quantzig data shows. Studying your customers’ purchasing patterns is so effective because it enables you to tailor your marketing and sales tactics toward the preferences of your target market and even toward the habits of individual customers.
GetFeedback
JULY 25, 2017
Customer feedback plays a huge role in customer experience management. We put together a shortlist of CX metrics every company can benefit from tracking.
CustomerGauge
JULY 27, 2017
Want to know how Tesla Motors got an NPS of 97? Or why Starbucks is leading the fast food consumer brands NPS chart? How about why Apple’s MacBook’s NPS is 76 two years in a row? Today we will walk through the NPS achievements, CX strategies and best practices from the consumer brands industry. Tesla Motors […]. The post Consumer Brands NPS® Benchmarks appeared first on CustomerGauge.
Kayako
JULY 27, 2017
CSAT. NPS. TTFR – So many acronyms, so little time! As a support team manager, you’re already wearing a ton of hats – bet you didn’t think data wizard would be one of them, huh? But this is your life as a manager developing a SaaS customer support model that scales. And there’s so many metrics you can track ! It can leave you feeling overwhelmed with a lot of decisions to make about 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.
Influitive
JULY 25, 2017
In 2016, Cristina Melluzzi, Head of Customer Advocacy EMEAR at Cisco, was facing something lots of B2B companies can relate to: having an internal fire drill every time Cisco needed customers for references, speaking opportunities, analyst interviews, and case studies. Cisco had a traditional reference program with around 100 European customers that sales and marketing.
aircall
JULY 25, 2017
Since 2004, iotum has been building and acquiring a versatile suite of communication tools fit for businesses of all sizes. Its flagship product, FreeConference.com , offers video conferencing, international dialing, call recording, and screen sharing features. In order to better serve its diverse clientele, iotum uses Aircall’s cloud-based phone software because of its simplicity, flexibility, and ability to integrate with Desk.com.
CustomerGauge
JULY 24, 2017
I’ve said it once, I’ve said it a thousand times: NPS® isn’t just about the score, it’s what you do with it. Therefore, it constantly baffles me that companies are still trying to “game” their Net Promoter System®—ultimately skewing results, stagnating progress and losing the true value of their CX program. As a consumer or […]. The post Stop Playing Games with the Net Promoter System® appeared first on CustomerGauge.
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