2015

The 12 Principles of Customer Relationships

Brad Cleveland

The principles behind building strong customer relationships are as important as ever in today’s hyper-connected economy. Evolving customer expectations, social communities, new channels and other developments have not changed the fundamentals.

Everyone Has A Story

CCNG

Everyone has a story to tell. Everyone you meet knows something you don’t. We invite CCNG members to share their experiences, stories, and expertise in Contact Center Operations, Customer Engagement, and Customer Service.

Trending Sources

Listen to the Voice in your Customer’s Head

Beyond Philosophy

Why do we do what we do? The simple answer is because of our emotions. I often use the analogy in my presentations that emotions are like little voices in our heads.

How to start using Social Media for Customer Service

Bill Quiseng

This week’s post is written by Ravi Shukle. In my posts, I provide advice to improve face to face customer interactions. But today’s customers are expecting service on-line and on the social media channels that they use.

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

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Faces of Customer Experience: Nicole Miller

Customers That Stick

Meet Nicole Miller! My name is Nicole Miller and I graduated in 1990 at Marymount University where I received a bachelors degree in business and fashion merchandising. Since graduation, I have always been in the retail industry and am currently the district manager for the Once Upon A Child stores.

Get your customer service ready for the digital-first generation

Ian Jacobs

This is a guest post by Danielle Geoffroy, Research Associate on the AD&D team who helps with our customer service and unified communications research. Do you hear that swooshing sound of a tweet being sent in the middle of a Google Hangout? It's faint, but strong, and it means they're coming.

The Ultimate List of Net Promoter® Best Practice Tips

Genroe

Automate your process. Net Promoter was launched in 2003 and since then many, many organisations have used the methodology to drive change in their business. With so much time invested, lots of lessons have been learned.

Measure to manage customer experience

eGain

Are you measuring customer experience? In many areas of management it is clear what to measure and what action to take when things go wrong. For example, if a product comes out of a manufacturing process too cold you need to increase the temperature.

Expert Forum: Choosing the Best Path for Transforming a Legacy Contact Center

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. Register now to learn what strategies differentiate an iconic firm from other businesses

Key Steps to Successful Agent Coaching

inContact

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.

Providing a Poor Customer Experience Is Costly

Brad Cleveland

When customers go through what they consider to be major customer service failures, the company providing the poor experience pays a heavy price.

Effective Communication Is Difficult

CCNG

Many people think effective communication is simply lining up the three primary parts of communication – body language, tone, and the actual words we speak.

7 Signs of Decline for the CX Movement in 2015

Beyond Philosophy

Customer Experience continued to be a dominant business issue throughout the world in 2014. We get many inquiries for our services globally. I worked with clients in more countries than ever before last year, including China, India, and Saudi Arabia to name a few.

CRM 124

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

How to Make Customer Experience Strategy Integral to Corporate Strategy

ClearAction

How to Make Customer Experience Strategy Integral to Corporate Strategy. Is customer experience management in your company (a) a subset of corporate strategy, (b) unrelated to corporate strategy, or (c) a determinant of corporate strategy?

In customer service, your people are NOT your most important asset.

Bill Quiseng

In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.”. Customer service is all about building relationships – relationships with superiors, direct reports, vendors and customers.

The Customer Is NOT Always Right, But Is Always a Customer

Win the Customer

Is the customer always right? Does that ultimately really matter? Every business owner or company manager needs to properly understand the needs of the customer because future business depends on it.

Faces of Customer Experience: Renee Cloyd

Customers That Stick

Meet Renee Cloyd! Renee Cloyd is a wife and mother of three young boys ages 11, 9 and 6 who balances her busy home life with a full time job as a Center Director at Christ Lutheran Children’s Center. At CLCC, we strive to provide a quality early childhood program.

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

From Theory to Practice – Ten Steps for making customer journey mapping happen

Peter Lavers

Customer Experience Management is a hot topic in many companies, who have realised that they are no longer ‘in control’ of all the channels, media or messages that their customers utilise to engage with their brand.

BLOG-SIKORSKI’S THINK ABOUTS: Interior Design of Your Call Center # 2

Sikorski's Think Abouts

Here is #2 of my Call Center design series. Interior Design Should. Accommodate Change. Encourage Growth. Give your staff the ability to control the use of their own environment. Design Should Incorporate. Traditional Offices. Building Functions. Center Functions.

New Research: Customer Effort Score Debunked, NPS® Vindicated

Genroe

Is the new iPhone better than the latest Android phone? Ask 10 people and you’ll get 10 different answers — all of them based on opinion. incredibleguy. It’s similar with customer feedback metrics.

Columbia Sportswear Takes Customer Service to the Cloud

inContact

From its humble beginnings as a hat business founded by German nationals who fled Europe in 1938, to a global corporation with five brands, Columbia Sportswear is made up of real people who are passionate about the outdoors. That passion also extends to delivering outstanding customer service. As their customer support inquiries increased, Columbia Sportswear knew they needed a new contact center solution to support seasonal call volumes, e-commerce, and their unique brands.

Celebrating 30 Years of Contact Centers

Brad Cleveland

Call Center Contact Center Customer Experience Customer Service Videos Brad Cleveland customer experience ICMI

Speech Analytics: Magic, Mystery or Method?

CCNG

Who doesn’t love a good whodunit? As an avid mystery reader, I enjoy the plot twists and turns and characters that flip-flop between villain and hero. The butler did it – no, that’s too obvious – okay, it has to be the shy and beautiful parlor maid; maybe.

Are you Irrational: 7 Questions to See If You Are Irrational?

Beyond Philosophy

I love watching what people, and Customers do. We human’s think we are so clever and sophisticated and yet much of what we do is totally irrational.

Why Customer Experience Excellence Requires HR Engagement

ClearAction

Why Customer Experience Excellence Requires HR Engagement. People are at the center of providing or receiving customer experiences. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged customers.

Say Goodbye to Your Service Job

BetterXperience

Our CEO would frequently refer to our company as a “family” every time he would speak. It always had a stench of b t to me, but today it stunk pretty bad. Like every family, a time comes when you have to make tough decisions when the going gets rough.

5 Tips to Turn Difficult Customers Into Brand Advocates

Win the Customer

We’re all heard the saying ‘The customer is always right’, but is that true? Well, it can’t be true because in fact the customer can often be wrong.

5 Principles for Great Restaurant Customer Service

Customers That Stick

Restaurants are one of the few truly universal industries because almost everyone has familiarity with them.

Rhonda Basler: From Adequate to Outstanding: 5 Ways to Inspire Customer Advocacy Through Customer Care

Bill Quiseng

This week’s guest post is from Rhonda Basler , director of Customer Engagement at Hallmark Business Connections. I have been a longtime fan of her blog so I’m honored that she is sharing her customer experience insight here.

BLOG-SIKORSKI’S THINK ABOUTS: INTERIOR DESIGN OF YOUR CALL CENTER # 4

Sikorski's Think Abouts

Here is #4 of my Call Center Design series. Layout – Common Issues to Avoid. Insufficient training space, lounge space and conference rooms. Reference library. Counseling/Project/Quiet rooms. Interaction status monitors/reader boards. Uncoordinated color schemes. Wrong traffic patterns. Lounge.