Aspect

APRIL 13, 2018

It’s been talked about for what seems like an age, but in just a few weeks it’ll finally become a reality: The General Data Protection Regulation (GDPR) comes into effect on 25 th May 2018. It will impact any business that holds personal data on customers, prospects or employees based within the EU, so contact centres should take note! If you want to be fully compliant come May, there are several implications that you’ll need to be aware of.

Personalization 97

Personalization Management Contact Center 97

ShepHyken

APRIL 10, 2018

Use Moments of Magic to Transform Customers Into Superfans. How can you get happy customers to become your greatest marketing tool? Shep Hyken sits down with Lars Kristensen, founder of NiceJob , to discuss the importance of customer reviews and making them effective marketing tools. ? ? ? ?. . Top Takeaways: Lars explains how marketing is often based a company’s budget, not the kind of work or product they delivered.

Marketing 214

Marketing Feedback Customer Service Personalization 214

Customer Service Life

APRIL 13, 2018

This article was originally published on CustomerThink on February 13, 2018. Click here to read the original. A big reason chat has taken hold in the market (setting aside customer preference) is that it promises reduced cost per contact because agents can handle multiple chats concurrently. For the purpose of this article, when I say “chat” I’m referring to all live messaging channels including Facebook Messenger and SMS.

Average Handle Time 79

Average Handle Time Chatbots Contact Center Customer Service 79

Beyond Philosophy

APRIL 9, 2018

Honest feedback from your customers is the best way to improve any hiccups in your Customer Experience. Social norms, however, can get right in the way of getting that honest feedback, at least in some instances. Overcoming the obstacle of social norms is a crucial activity for today’s Customer Experience professionals. We have X surefire ways to get your customers to talk.

Feedback 263

Feedback Personalization Consulting Consulting 263

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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.

Callminer

APRIL 11, 2018

Some don’t make it easy to move their info to another provider. To avoid becoming a victim of data hostage by your speech analytics vendor, ask these questions before choosing one.

Analytics 182

Analytics 182

CX Accelerator

APRIL 11, 2018

Do you ever feel like you're in "survival mode," running from one crisis to another, just trying to get through the day? The moment you stomp out one fire, the sparks start flying in five other directions. Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what matters

Customer Experience 182

Customer Experience Wireless Journey mapping Coaching 182

Beyond Philosophy

APRIL 13, 2018

A lot of business professionals talk about customer loyalty. However, if I’m totally honest, they often don’t know what they are talking about. Or they do know what they are talking about, but what they are talking about is not customer loyalty! Many of the organizations I have worked with say that customer loyalty means, “the customer buys everything from us.

Consulting 208

Consulting Consulting Sales Education 208

Contact Center Pipeline

APRIL 10, 2018

Interviewer: What are your greatest strengths? Answer: I will work hard for you and I know what I’m doing. Go ahead, ask me anything! Interviewer: Okay, what are your greatest weaknesses? This is not the interview part I prefer (does anyone?), but it’s a fair question we should all expect at some point. I’m humbled […].

Contact Center 174

Contact Center Call Center Management 174

ShepHyken

APRIL 13, 2018

This week we feature an article by Jaime Bailey who explains why your company is best served by considering every possible source of insight about customer behavior, goals, and expectations, and implementing the tools that most effectively serve your needs. – Shep Hyken. As has been widely noted in today’s marketplace, your customers’ opinions and expectations – for good or bad, reasonable or not – are your company’s new benchmark.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

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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

Surveys

CX Accelerator

APRIL 11, 2018

Do you ever feel like you're in "survival mode," running from one crisis to another, just trying to get through the day? The moment you stomp out one fire, the sparks start flying in five other directions. Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what

Customer Experience 140

Customer Experience Wireless Journey mapping Gamification 140

Call Center Weekly

APRIL 9, 2018

By Chris Truitt Many of us think of business as a complex organism with many moving parts. While this is certainly true, business concepts can be simplified to two main objectives, Customer Acquisition and Retention. Acquiring customers isn't easy and can often be a costly endeavor. Retaining customers is often a matter of listening to your customer's concerns, understanding their needs and putting your business in a position to meet these needs.

Best practices 143

Best practices Consulting Consulting Feedback 143

TechSee

APRIL 10, 2018

As businesses increasingly realize that leveraging the power of technology creates a clear competitive advantage, the future of the BPO industry has become dependent on its willingness to adopt new growth and BPO technology trends that will serve as a value multiplier for their offerings. BPO Technology trends: Blessing or Curse? Many BPOs that have built the core of their businesses on the provision of human labor or Full Time Equivalents (FTEs) are wary of automation and its outcome.

Call Center 139

Call Center Technology outsourcing Self service 139

Contact Center Pipeline

APRIL 11, 2018

“I don’t understand how my organization can use speech analytics.” This is a statement often heard from those who have speech analytics just as often as from those who don’t. Speech analytics has the potential to transform an organization and its customer relationships, but organizations seldom harness its power because their journey to speech begins […].

Analytics 124

Analytics Call Center Contact Center Technology 124

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.

Customer Experience

Customer Guru

APRIL 10, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.

Consulting 110

Consulting Consulting Customer Service Customer centricity 110

Call Center Weekly

APRIL 12, 2018

By Sean Hawkins By definition, customer retention is the activity an organization undertakes in order to reduce customer from leaving the business relationship. It is a shared responsibility of every person and department in a company. Most often though, it is the contact center that interacts with those customers who wish to leave. While the functional role of retention is housed within a specific team, everyone in customer service impacts the company’s ability to preserve customers.

Customer retention 136

Customer retention Contact Center Brand ambassadors Government 136

TechSee

APRIL 9, 2018

Visualization and automation are two fundamental innovations that are currently transforming the customer service industry. The team at TechSee is committed to the research and development of these technologies in the domain of customer care. We’ve made significant progress breaking down the customer care process from unboxing and installation through technical support and troubleshooting, with the ultimate goal of creating an autonomous Virtual Technician.

Technical Support 111

Technical Support Big data Customer Care Technology 111

Contact Center Pipeline

APRIL 12, 2018

By 2025, millennials will make up three-quarters of the global workforce. You have to give this generation their due for forging change in the work environment. Increased collaboration, leadership transparency, real-time feedback, employee growth and development—these are some of the developments that can be tied to millennials’ workplace preferences.

Feedback 100

Feedback Contact Center Call Center Management 100

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!

Feedback

Fonolo

APRIL 11, 2018

Whether it’s a bad date, a bland meal, or a mean comment on social media, negative experiences tend to stand out in people’s’ minds; nearly to the point of entirely clouding out any of the good. This phenomena is especially exacerbated when it comes to a negative experience with customer service. The truth is that a negative customer service experience can spread like wildfire through social media, causing some serious damage to consumer trust and brand perception.

Telecommunications 105

Telecommunications Call Center Contact Center Customer Service 105

Call Center Weekly

APRIL 10, 2018

By: Anonymous Most companies have a plethora of tutorials, manuals, videos, and webinars on how to use their product. At any given moment, customers can chat, email, or call for help. While most interactions go smoothly, not all do. The contact center must be committed to righting those wrongs. But what if the problem is a bad customer? There is no tutorial on how to be a great customer, and subsequent interactions will likely mirror the previous ones.

Contact Center 136

Contact Center Customer Support Customer Service 136

Centriam Customer Experience Lab

APRIL 11, 2018

Scott Brinker's most recent Marketing Technology Landscape famously touts 5,381 different software solutions. Software choices are obviously growing, but this abundance of choice fuels confusion. This bewilderment is further fanned by aggressive marketing and an alphabet soup of technology acronyms. So which technology should you turn to improve your customer experience?

Technology 87

Technology Customer Experience Marketing Analytics 87

GetFeedback

APRIL 10, 2018

When you're a CSM juggling dozens of new accounts, tuning into customers' needs is challenging enough. Start measuring customer health without the headache.

Surveys 78

Surveys Accountability 78

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.

Contact Center

aircall

APRIL 10, 2018

The report reflects the experiences and opinions of 475 U.S. respondents from a wide array of organizations. Key topics include: Strategic objectives & obstacles. Top tracked metrics. Most used channels. Employee development plans. The post Aircall’s 2018 Customer Support Strategy Survey (Full Report) appeared first on Customer Experience & Cloud Call Center | Aircall Blog.

Surveys 84

Surveys Customer Support Call Center Metrics 84

Mindtouch

APRIL 11, 2018

There’s a reason New Jersey is the only state that doesn’t let us fill up the gas tank on our own. If your customers want to pump their own gas, you let them. The same goes for self-service. If your customers prefer to solve issues on their own (as it turns out, they very much do ), you need to enable them to do so. Not only that, you need to make that experience as frictionless as possible.

Self service 80

Self service Feedback Surveys Enterprise 80

CX Advantage Walker

APRIL 11, 2018

Overview Thick Data provides insight into people’s emotions, motivations and ways of thinking. For our organizations to have a realistic view of the marketplace and our customers, CX leaders need to provide and advocate the use of Thick Data to supplement operational Big Data insights. This allows companies to challenge the status quo and reveal game-changing.

Analytics 76

Analytics Customer Experience Big data Customer centricity 76

Joe Rawlinson

APRIL 11, 2018

An effective e-commerce ecosystem is vital to business success in today’s mobile-first economy. E-commerce sales increased 23.2 percent in 2017, making up over one-tenth of total U.S. sales, eMarketer estimates. Online sales are growing five times faster than offline sales, and will account for 17 percent of total sales in the United States by 2022, Forrester projects.

outsourcing 68

outsourcing Sales Chatbots Best practices 68

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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.

Self service

Customer Service Life

APRIL 11, 2018

In episode 54 we first share our favorite international dining experiences. We then discuss the all important topic of contact center scheduling and ways to balance the needs of the company with the needs of our agents. Here are the questions for the episode: Icebreaker Question: What’s the best meal you’ve ever eaten in another country?

Contact Center 68

Contact Center Morale Customer Service 68

Sykes

APRIL 12, 2018

“Do you think a leader should be feared or liked?”. It’s a question manager of account operations in Langhorne, Shelley Thrailkill, always asks everyone on her team when they apply for promotion. But it’s a trick question. “I’m not looking for them to tell me a leader should be feared or liked, I’m looking for them to tell me that a leader should be respected.”.

Personalization 77

Personalization Construction Accountability Technology 77

Amity

APRIL 11, 2018

When it comes to onboarding a customer successfully, you need to know when to let the reigns loose and let your customer soar. But when is the right time to do so? Let go too quickly and adoption will plateau. Let go too late and you’re looking at being a part of never-ending, back and forth emails filled with questions about your product. By the nature of putting plans into place, we tend to focus on dates, but Day 30 isn’t anything magic, it’s when the customer has advanced e

Benchmark 73

Benchmark SaaS Metrics Feedback 73