ShepHyken
AUGUST 2, 2017
There is an old joke in the dental world that a patient asked his dentist, “Which teeth should I floss?” The dentist answered, “Only the ones you want to keep.” Customer Service is the same. All customers are good customers. Okay, maybe not all. Every business has customers – or should I call them former customers – that companies choose not to do business with.
Callminer
AUGUST 1, 2017
Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team.
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Beyond Philosophy
JULY 31, 2017
Over the past few months, I’ve noticed that “storytelling” has become a hot marketing buzzword. Branding agencies and consultants are embracing the notion that storytelling creates an authentic connection with your customers. There’s a growing crop of programs that teach you to tell stories in your own business. As a customer experience consultant, I think this is good.
Myra Golden Media
AUGUST 1, 2017
Four minutes into the call and I could see I was heading for trouble. The customer was a storyteller and a rambler. Plus, she was mad. She’d already spoken to an employee in the field and to one of my employees at the corporate office. Now the call had come to me. I got the call literally just as I was picking up my book to head to the park to enjoy a quick lunch and hopefully a couple of chapters of my novel.
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ShepHyken
JULY 31, 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. 10+ Times Hotels Surprised Everyone With Their Creativity by Sarune Mac. (Bored Panda) If you stay at hotels often, you know that most of them seem to offer the same old thing – mildly friendly reception, a decent bed, and a warm shower.
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
AUGUST 2, 2017
If your employees are satisfied with their jobs, you might be in trouble. I realize that sounds wrong. It seems as if employee satisfaction would be one key performance indicators for your organization. But in today’s competitive job market and customer experience landscape, employee satisfaction just isn’t enough. What you need to hold on to your team and have them deliver on the brand promise you made to your customers are engaged employees.
Convoso
AUGUST 1, 2017
When was the last time you sat through a cold call? Probably was a very, very, very long time ago. With today’s advanced customer expectations, you will be lucky to even get someone to answer their phone. With so many other channels that customers prefer like social media, texting, email, and automation it has become increasingly harder to convince customers to answer calls from unknown and unfamiliar numbers.
ShepHyken
AUGUST 4, 2017
This week we feature an article by the Strategy Institute featuring insights on key Digital Customer Experience factors from different business leaders. A customized digital experience is your opportunity to connect with the customer as an individual. . The continual advancement of digital technology is nothing new, yet providing an outstanding customer experience is now becoming more impossible to do without incorporating the latest digital elements into it.
Contact Center Pipeline
AUGUST 3, 2017
You would expect to see a feature article about trends at the beginning of the year. We did that. But things shift quickly in this digital economy—and when it comes to customer expectations, the pace of change continues to accelerate and affect how businesses adapt and respond. In this series, we decided to take a […].
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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
CX Global Media
AUGUST 1, 2017
Are you a seeker of new things? What about re-discovering the old? I sure do get excited when these two things happen simultaneously. That’s exactly what happened when I realized that bandwidth could be your customer experience advantage. Can bandwidth be your customer experience advantage? Click to Tweet. I got the chance to see something old in an entirely new perspective when I met up with Jason Sommerset from Bandwidth (the company) at Call Center Week.
Steve DiGioia
JULY 31, 2017
I t’s nice to think that the businesses we frequent have integrity. The truth is integrity, or effective honesty, takes actual hard work that many are not willing to do. Each customer and situation is different, forcing you to adjust depending on who you’re dealing with. The real risk of losing a deal, a customer or a client “forces” us to be honest.
ShepHyken
AUGUST 1, 2017
Jeff Nicholson on What Consumers Know (and Don’t Know) About Artificial Intelligence. How will artificial intelligence (AI) enhance the relationship you have with your customers? Shep Hyken interviews Jeff Nicholson, the Vice President of CRM Product Marketing at Pegasystems , about how AI technology will help companies serve their customers even better.
DMG Consulting
AUGUST 2, 2017
Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Name This field is for validation purposes and should be left unchanged. Close. The Omni-Channel Agent Experience. 7/27/2017.
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!
Aspect
AUGUST 3, 2017
Over the past few years, contact center spending has increased significantly as savvy businesses transform their processes to meet the growing demand for high-quality customer support. But the important thing to remember is that improving customer service doesn’t happen simply by expanding your budget. Instead, contact center leaders must stay focused on integrating the kind of technology that can seamlessly and organically become part of larger company goals to ensure sustainable long-term grow
Fonolo
AUGUST 3, 2017
We’ve all had our share of amazing customer service experiences, and we can attest that when a company goes above and beyond the call of duty we not only share those experiences, we also become loyal customers. Sometimes these stories don’t get the attention they deserve. In fact, it’s more common that the stories we do hear about are the ones where customers are unhappy because of a bad experience.
ShepHyken
AUGUST 2, 2017
There is an old joke in the dental world that a patient asked his dentist, “Which teeth should I floss?” The dentist answered, “Only the ones you want to keep.” Customer Service is the same. All customers are good customers. Okay, maybe not all. Every business has customers – or should I call them former customers – that companies choose not to do business with.
The Center for Client Retention
AUGUST 3, 2017
Today we are excited to share with you a guest post from Mike Wittenstein. Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers. This mismatch can occur even when the organization does due diligence and thinks it knows what customers want. How Customer Service Got Started.
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
Aspect
JULY 31, 2017
This summer I have spent some time thinking through the definition of “women in technology”. I have been a member of several different chapters, attended luncheons and workshops and even hosted a few. I believe the definition to be quite simple, “ A group of individuals passionate about ensuring gender diversity and opportunity equality (at all levels) within technology. ” This definition allows us to broaden the participants to include the developers, the innovators, the end users, the marke
Nexmo
AUGUST 3, 2017
Campaign tracking is a “must have” for any marketing or advertising campaign. Without the ability to accurately track the number of users engaging with each advertisement you can’t work out your cost per acquisition (CPA), so ultimately you can’t determine which campaigns are successful and which are losing your business money; CPA greater than ARPU […].
ShepHyken
JULY 31, 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. 10+ Times Hotels Surprised Everyone With Their Creativity by Sarune Mac. (Bored Panda) If you stay at hotels often, you know that most of them seem to offer the same old thing – mildly friendly reception, a decent bed, and a warm shower.
CustomerGauge
AUGUST 1, 2017
The first in our interview series with the leaders of CustomerGauge is Senior Product Manager Trishaala Chengappa. Starting off as a Client Operations Professional, then a Product Manager and now leading the Product team, Trishaala has been with CustomerGauge for six years. She recently sat down with me to give some insight on her perspective […].
Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.
Amity
AUGUST 2, 2017
As the field of customer success grows and develops, more and more management jobs and executive roles are opening up. It is absolutely critical that customer success managers who want to move into these positions start developing strong management skills. Being a terrific CSM isn't enough to make you a great leader. Amity and The Success League partnered for a free webinar on building your customer success management career.
Fonolo
AUGUST 1, 2017
Customer satisfaction, otherwise known as CSat (when referring to the contact center), indicates overall customer happiness. If your business is experiencing low customer satisfaction scores you might be left scratching your head and asking “Why?” In fact, a recent report by Indiana University’s Kelley School of Business revealed that a wide cross-section of industries often overestimate their customers’ satisfaction.
GetFeedback
AUGUST 2, 2017
Companies often struggle to personalize their customer interactions and messaging. We'll look at how two types of experience surveys help boost engagement.
Clarabridge
AUGUST 1, 2017
In a recent Harvard Business Review article, the CEO of T-Mobile, John Legere, explained how he is connected to customers and prospective customers through social media and by listening into individual customer calls. He’s an exemplary connected CEO and that’s to be applauded, for sure. But he, like so many CEOs, is not fully informed. There is a huge difference between a connection to a few select customers and being informed about the masses.
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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.
Avaya
AUGUST 2, 2017
We’ve all heard the saying: “If a tree falls in a forest and no one is around to hear it, does it make a sound?” Well, we’d like to put a new-age spin on this: “If an organization implements a digital transformation plan without a strategic plan, does it have an impact?”. The answer: No. Here’s why this is so concerning: nearly 80% of businesses identified digital transformation as their top strategic priority last year, yet only a fraction have implemented an enterprise-wide digital strat
Amity
AUGUST 2, 2017
As the field of customer success grows and develops, more and more management jobs and executive roles are opening up. It is absolutely critical that customer success managers who want to move into these positions start developing strong management skills. Being a terrific CSM isn't enough to make you a great leader. Next week, Amity and The Success League are partnering for a free webinar on building your customer success management career.
Topdown
AUGUST 4, 2017
In “Why Your Business Needs to Know About — and Prioritise — ‘Operational Customer Experience’” , Alok Kulkarni asserts that “there is a crucial element of CX that has been overlooked within the customer engagement management landscape. It’s called Operational Customer Experience (OCX) — applied effectively, it could transform the way your company communicates.
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