Beyond Philosophy
DECEMBER 14, 2017
Do you believe it is the Customer Experience you provide that makes customers loyal? If you do, I am sorry to be the one to inform you that you are wrong. I have been a global Customer Experience consultant for fifteen years, since before Customer Experience was even a thing. As a result, I thought I knew everything there was to know about Customer Experiences.
Myra Golden Media
DECEMBER 15, 2017
Today I delivered a customer service workshop in Chicago. When we broke for lunch, three of the attendees invited me to a vegan bistro. Of course, I was thrilled to join them! Over lunch, one of the ladies told me, “I almost never take my vacation time. I prefer just to cash out and get a lump sum payment.” The mother in me couldn’t keep quiet.
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Call Center Weekly
DECEMBER 14, 2017
By Rinku Basu Over the past few years, customer services have been taken to astonishingly new heights. ‘Meeting expectation’ is no good anymore, surpassing expectation is the only modus operandi for existence. To our advantage, with the advent of digital technologies and social media, reaching out to the consumer market and creating a positive brand experience has become less strenuous.
ShepHyken
DECEMBER 13, 2017
For many years, I’ve shared the concept I call the One Thing Question. The idea is to ask a customer, “What’s one thing you can think of that would make doing business with us better?”. I love this question because it’s all about how a company can improve in virtually any area. Some customers might suggest product improvements. Some might suggest a way to improve the system.
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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.
CX Accelerator
DECEMBER 12, 2017
How Carvana is leveraging customer experience principles to revolutionize the process of buying a car. Last night began in standard fashion…I consumed a spicy chicken sandwich from Chick-fil-A and wandered around the kitchen for a bit. Things took a turn for the crazy, however, when we headed out to buy a new car out of a giant vending machine. Yes, I’m speaking of Carvana, “The New Way to Buy a Car” as their tagline says.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Call Center Weekly
DECEMBER 11, 2017
By Melodee Norris How easy is it to deliver exceptional customer service consistently to every customer, every time? Super simple when the customer is polite and nice, right? It is natural to mirror how we are being treated so when a customer is courteous and kind, good customer service is delivered. Once a customer becomes challenging, confrontational or rude, it can be very difficult to resist what comes natural, resulting quite often, in a poor customer experience.
ShepHyken
DECEMBER 12, 2017
Know Your Customers. Understand Your Customers. Keep Your Customers. . Shep Hyken Interviews Shannon Bell, Head of Product Management and Strategy at Amdocs. How are you using Artificial Intelligence to better understand your customers? Shep Hyken interviews Shannon Bell, digital intelligence expert, discussing the importance of integrating AI into business and how it benefits the customers and the company long-term. <span data-mce-type=”bookmark” style=”di
Contact Center Pipeline
DECEMBER 12, 2017
Contact Center managers and business owners who have invested in sophisticated unified communications networks typically understand the urgency of maintaining a skilled, consistent and well-seasoned staff to use these networks. Businesses owners should therefore do whatever is necessary to draw superior talent from a wide pool of knowledgeable workers—and to keep those talented agents long-term—in […].
Beyond Philosophy
DECEMBER 12, 2017
Episode Zero – Colin Shaw discusses what you can expect from The Intuitive Customer podcast. Colin outlines in very understandable way, how behavioral economics and psychology fundamentally influences your customers experience and how you can use these to improve your customer loyalty and customer retention. The post 0: The Intuitive Customer Episode Zero appeared first 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
Myra Golden Media
DECEMBER 13, 2017
How did 2017 go for you? Employees still struggling with how to control calls with unreasonable customers? Your customer experience still not where you know it needs to be? Still trying to get your people to convey empathy? I know. The struggle is real. The real question is: how will you gear up to make 2018 better? Let me give your people the tactics, skills, and inspiration they need so they can deliver experiences that make you feel proud.
ShepHyken
DECEMBER 11, 2017
Each week I read a number of customer service 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. How to Choose a Gift That Will Wow Your Customers by John Ruhlin. (Business.com) Giving a gift? Waiting for inspiration to hit means you could easily strike out with the recipient.
Contact Center Pipeline
DECEMBER 14, 2017
Last week’s post offered a brief look back at a couple of social customer care pioneers—two companies that led the industry in 2009 by demonstrating how customer service could be delivered through social channels. While companies have had varying degrees of success connecting with customers via social channels over the past eight years, there are […].
CX Global Media
DECEMBER 13, 2017
There are 3 different generations of chatbot technology found in contact centers, websites, or in an APP experience. Learning about the different chatbot technologies will help you to avoid making uninformed decision that lead to bad chatbot performance and poor customer experiences. You can always find yourself on the right path if you are ready to answer these 3 questions for your executives.
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.
CX Accelerator
DECEMBER 12, 2017
How Carvana is leveraging customer experience principles to revolutionize the process of buying a car. Last night began in standard fashion…I consumed a spicy chicken sandwich from Chick-fil-A and wandered around the kitchen for a bit. Things took a turn for the crazy, however, when we headed out to buy a new car out of a giant vending machine. Yes, I’m speaking of Carvana, “The New Way to Buy a Car” as their tagline says.
Call Center Weekly
DECEMBER 13, 2017
What should leadership do to attract and retain millennials? That's a great question! First, let me say I believe some employers have a misconception about millennials, their work ethic, and their habits. Depending on what survey you read, you may be led to believe GenY is the job-hopping generation and they don't like following the rules and regulations.
Avaya
DECEMBER 13, 2017
At this point, you know customer experience is the competitive battleground in today’s smart, digital world. When done right, customer engagement can increase revenue and overall lifetime value by approximately 20%. There’s just one problem: executing! You know, actually enabling an exceptional customer experience. There’s no doubt companies are making customer experience strides.
Lumoa
DECEMBER 14, 2017
Wow! Have you seen the new update? We are happy to announce the product update that our team has been working on for the last months. The update touches all your favorite features and turns them into even more a productive toolset, so you can dive deeper into your customer feedback analysis and execute accurate actions based on that. Watch the video below if you want to know how to get actionable insights with the help of the new and updated features.
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!
Comm100
DECEMBER 14, 2017
In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Why? Well, the customer experience is a key ingredient to getting new business and maintaining customer loyalty. But delivering excellent customer experiences isn’t something that you can measure one time and not look to improve.
aircall
DECEMBER 15, 2017
It feels good to have the power. That’s right — the power. For those in-the-know, we’re talkin’ about detailed analytics — sophisticated reporting tools that weren’t even conceivable to sales directors, customer service managers, or call center supervisors five years ago. But this is the age of information. Data itself isn’t a differentiator. Until you can actually interpret and apply your metrics, they are little more than pieces of abstract art.
VocalCom
DECEMBER 11, 2017
While self-service is key to helping customers find information quickly, IVR is an essential tool for making it happen. IVR, or interactive voice response, uses touch-tone or speech recognition technology to identify and route callers to the most qualified agents, driving greater efficiency on both sides of the customer experience. Here are five key benefits of IVR that make it so vital to creating seamless self-service experiences.
Amity
DECEMBER 11, 2017
Customer onboarding is both an art and a science. To succeed, you need to find the right balance between a creative content strategy and a data-driven approach. Rely too much on the right side of your brain, and you may be in danger of providing customers with safe, but stale messaging. Lean too far left, and how will you ever know the true impact of your program?
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.
Nexmo
DECEMBER 12, 2017
We developed Nexmo Call Control Objects (NCCOs) to provide developers with a flexible mechanism for controlling the flow of a Nexmo Voice API call. Developers use this handy JSON array to generate over 15 billion minutes of global voice traffic every year on our platform. That’s why we’re thrilled to announce the release of Nexmo […].
Centriam Customer Experience Lab
DECEMBER 12, 2017
Using conclusions drawn from Centriam’s 2017 Retail Study, we have proposed areas of focus to enhance customer experience for two common NPS objectives.
PeopleMetrics
DECEMBER 12, 2017
“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. Not quite. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles. CRMs tell you what is happening (prospect & customer contact information, what they bought, when they bought it, how much was spent, size of their company, etc.); while
Taylor Reach Group
DECEMBER 12, 2017
By: Peg Ayers and Turaj Seyrafiaan. Definition of Service Level: The percentage of calls answered within a set threshold. Note: Service level applies to live contacts so the same definition can be used for other channels such as Chat or SMS. Other channels such as email, fax and even social media are measured based on elapsed response time. Calculation: (Calls Answered within x seconds)/Total Calls Answered X 100.
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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.
Robert Davis
DECEMBER 12, 2017
By Bob Davis. Recently I heard a story on NPR’s Morning Edition that made my day, because it validates my life’s work – teaching people the high value of taking a genuine interest in others. My work and the endeavors of my contact center consulting, training and coaching firm revolve around an approach we developed called The Quality Conversation. I define The Quality Conversation as a meaningful and mutually rewarding dialog that occurs when a person takes and clearly conveys a genuine interest
Etech
DECEMBER 12, 2017
The enormous snowball effect of social media has fundamentally transformed the buying cycle. Businesses need to be equipped to answer and discover the best methods for working with today’s customers. Digital innovations coupled with the tremendous increase of social media has driven the evolution of social customer service and the appearance of a new consumer, one who can tumble even the largest brands.
Customer Service Life
DECEMBER 15, 2017
This article originally appeared on CustomerThink.com as part of my monthly Advisor column on November 10, 2017. Click here for the original. Pretty much every contact center on the planet has some sort of a quality assurance process — or so I learned when I contracted with an outsourcer a half dozen years ago. Since going to work for an outsourcer, I’ve been witness to dozens of quality processes and have observed many similarities and differences.
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