INDUSTRY INSIGHTS YOUR PEERS ARE READING
Launched in 2014, Typeform has already reached over 1.5 million users worldwide and is not planning on slowing down anytime soon. The Southern European startup based in Barcelona is on its journey to making things a little more human with game-changing forms, surveys, and more. MORE
CONTENTS. Intro: Word of mouth marketing. 1: The importance of getting it right first time. 2: Our experiment. 3: The results. 4: What this means for your business. 5: Is it too late to win the customer back? What you can do to rectify bad customer service. Takeaways. Intro: Word of mouth marketing. MORE
Whenever I rent a car, I dread the moment when the agent asks if I want collision damage waiver insurance. I don’t want it, but the way the question is asked always makes me second guess myself for a moment. MORE
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. customer-service-training MORE
168 
CustomerGauge has listed Peter Lavers on the The Top Customer Experience Influencers to to follow in 2017! View the list on CustomerGauge.com . Tweet to @PeterLavers. The post Peter Lavers makes the Top 20 Customer Experience Influencers to follow in 2017 appeared first on Think CX. Latest Thinking MORE
How can you discover the health of your customer experience? The Net Promoter Score® (NPS) and its expanded version the Net Promoter System are metrics proven to measure customer loyalty. The Net Promoter Score gauges how loyal your customers are, by conducting short 2-minute surveys. MORE
Having the right dashboard can revolutionize your business in terms of success and your own enjoyment. A dashboard is meant to give you vital information and data at a glance, with users able to access everything from sales and marketing data to finance, inventory reports and website analytics. MORE
This week’s blog post is contributed by a very special guest, actually more like a guest star, Nancy Friedman , better known as “The Telephone Doctor.” MORE
What is marketing? A quick Google search on the word marketing reveals this from the American Marketing Association (And, they should know!): MORE
How much time did you spend on your mobile today? Are you reading this article on it right now? When you misplace it or forget it at home, be honest: Do you feel naked without your phone? Smartphone users love their phones. I know I do (my answers are 2.5 MORE
How can the CEO of a major organization change the company culture in just five minutes a day? A few years ago, I found that I was asking myself the same question. MORE
The key in building a successful product is about building the right thing for the right target audience. If you think it’s all about the product you are selling, you’re missing the point. It’s about creating the product your users need and want. MORE
As customer experience has become increasingly recognised as a thing of tangibility, so has the need to adopt and embed the skills and competencies that make managing it (customer experience that is) a reality. MORE
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. customer-service-techniques MORE
168 
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Video MORE
168 
If you follow me on social media, you’ll know that I’ve just returned from a three-week visit to Peru. I had the privilege of being the keynote speaker at IIEX-Latam in Lima and decided to take time off to visit the country after the conference. MORE
It’s been a while since I approached the topic of customer loyalty. All of the tips, ideas, tactics, and techniques I write about are about driving a better customer service experience, which can (and hopefully will) lead to customer loyalty. MORE
The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customer support. Many people can’t distinguish between terms ‘customer support’ and ‘customer service’. It’s confusing! MORE
Jim Collins, author of the bestselling business book, Good to Great said, “Good is the enemy of great.”. A twist on this excellent concept is that, “Good is the foundation of exceptional.”. A good customer service experience is doing what you are supposed to do. That’s expected. MORE
As a customer experience company, we field a lot of questions from prospects about customer feedback. In fact, it’s common for prospects to have a system for collecting feedback—from rudimentary snail-mail surveys to online survey platforms. MORE
Has anyone else ever heard the term “digital transformation” and let loose one of the longest eye rolls of their life? Don’t worry, I was in your shoes once. MORE
Steve Dennis of Sageberry Consulting spoke to the final forum of The Customer Council in November in Johannesburg on the subject of “Winning in a digital-first, omni-channel world”. MORE
Customer engagement and feedback are powerful tools for every company—but many startups see them as an afterthought, focusing all of their energies on selling more products and gaining more users. But what these companies are missing is that customers are their best advocates. MORE
Supermarket giant Tesco has been ordered to make “significant changes” in the way it deals with suppliers after the Groceries Code Adjudicator found that the supermarket had deliberately delayed payments to boost its profits. MORE
New data shows that 45 million hours a year are wasted on inadequate customer service. The fact of the matter is this: Companies simply can’t afford to waste time or money when brand and budgets on the line. MORE
It goes without saying there is no one-size-fits-all solution for how to run an efficient call center. MORE
As recent research shows, the U.S. call center industry is alive and well. According to the data, the industry saw a total of 22,265 new positions added in Q3 2015, minus 5,678 jobs that were cut due to force reductions and closures. MORE
Toblerone fans got a nasty surprise when they bought their favorite treat recently. The chocolate bar got a makeover, losing volume and a noticeable gap between the triangles. Customers noticed the change, but not in a good way. MORE
The Golding family car – a Renault Grand Espace we affectionately call ‘the beast’ – is reaching the end of its life. MORE
ShepHyken
NOVEMBER 30, 2016
Jim Collins, author of the bestselling business book, Good to Great said, “Good is the enemy of great.”. A twist on this excellent concept is that, “Good is the foundation of exceptional.”. A good customer service experience is doing what you are supposed to do. That’s expected.
Beyond Philosophy
NOVEMBER 30, 2016
Whenever I rent a car, I dread the moment when the agent asks if I want collision damage waiver insurance. I don’t want it, but the way the question is asked always makes me second guess myself for a moment.
Callminer
JANUARY 26, 2016
As recent research shows, the U.S. call center industry is alive and well. According to the data, the industry saw a total of 22,265 new positions added in Q3 2015, minus 5,678 jobs that were cut due to force reductions and closures.
Customers That Stick
SEPTEMBER 26, 2016
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. customer-service-techniques
Advertisement
The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.
Peter Lavers
FEBRUARY 11, 2016
Supermarket giant Tesco has been ordered to make “significant changes” in the way it deals with suppliers after the Groceries Code Adjudicator found that the supermarket had deliberately delayed payments to boost its profits.
|
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
|
Kayako
DECEMBER 8, 2016
CONTENTS. Intro: Word of mouth marketing. 1: The importance of getting it right first time. 2: Our experiment. 3: The results. 4: What this means for your business. 5: Is it too late to win the customer back? What you can do to rectify bad customer service. Takeaways. Intro: Word of mouth marketing.
Amity
OCTOBER 5, 2016
Launched in 2014, Typeform has already reached over 1.5 million users worldwide and is not planning on slowing down anytime soon. The Southern European startup based in Barcelona is on its journey to making things a little more human with game-changing forms, surveys, and more.
CustomerGauge
DECEMBER 12, 2016
Has anyone else ever heard the term “digital transformation” and let loose one of the longest eye rolls of their life? Don’t worry, I was in your shoes once.
PeopleMetrics
JUNE 16, 2016
As a customer experience company, we field a lot of questions from prospects about customer feedback. In fact, it’s common for prospects to have a system for collecting feedback—from rudimentary snail-mail surveys to online survey platforms.
Speaker: Laura Sikorski, Contact Center Consultant
Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.
AskNicely
FEBRUARY 29, 2016
How can the CEO of a major organization change the company culture in just five minutes a day? A few years ago, I found that I was asking myself the same question.
ShepHyken
NOVEMBER 16, 2016
What is marketing? A quick Google search on the word marketing reveals this from the American Marketing Association (And, they should know!):
Beyond Philosophy
NOVEMBER 23, 2016
How much time did you spend on your mobile today? Are you reading this article on it right now? When you misplace it or forget it at home, be honest: Do you feel naked without your phone? Smartphone users love their phones. I know I do (my answers are 2.5
Callminer
MARCH 10, 2016
It goes without saying there is no one-size-fits-all solution for how to run an efficient call center.
Advertiser: Skilljar
Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.
Customers That Stick
OCTOBER 15, 2016
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Video
Peter Lavers
DECEMBER 10, 2016
CustomerGauge has listed Peter Lavers on the The Top Customer Experience Influencers to to follow in 2017! View the list on CustomerGauge.com . Tweet to @PeterLavers. The post Peter Lavers makes the Top 20 Customer Experience Influencers to follow in 2017 appeared first on Think CX. Latest Thinking
ijgolding
NOVEMBER 22, 2016
As customer experience has become increasingly recognised as a thing of tangibility, so has the need to adopt and embed the skills and competencies that make managing it (customer experience that is) a reality.
Kayako
DECEMBER 22, 2016
The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customer support. Many people can’t distinguish between terms ‘customer support’ and ‘customer service’. It’s confusing!
Advertisement
It’s no secret - customer experience is the new competitive battlefield. In this eBook, TopBox shares step-by-step guidance on how to build and scale a rock-solid CX program that will fuel measurable revenue and affect organizational change.
Amity
SEPTEMBER 12, 2016
The key in building a successful product is about building the right thing for the right target audience. If you think it’s all about the product you are selling, you’re missing the point. It’s about creating the product your users need and want.
CustomerGauge
JANUARY 15, 2016
How can you discover the health of your customer experience? The Net Promoter Score® (NPS) and its expanded version the Net Promoter System are metrics proven to measure customer loyalty. The Net Promoter Score gauges how loyal your customers are, by conducting short 2-minute surveys.
Bill Quiseng
MARCH 28, 2016
This week’s blog post is contributed by a very special guest, actually more like a guest star, Nancy Friedman , better known as “The Telephone Doctor.”
AskNicely
MAY 16, 2016
Having the right dashboard can revolutionize your business in terms of success and your own enjoyment. A dashboard is meant to give you vital information and data at a glance, with users able to access everything from sales and marketing data to finance, inventory reports and website analytics.
Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI
Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.
ShepHyken
NOVEMBER 2, 2016
It’s been a while since I approached the topic of customer loyalty. All of the tips, ideas, tactics, and techniques I write about are about driving a better customer service experience, which can (and hopefully will) lead to customer loyalty.
Beyond Philosophy
NOVEMBER 16, 2016
Toblerone fans got a nasty surprise when they bought their favorite treat recently. The chocolate bar got a makeover, losing volume and a noticeable gap between the triangles. Customers noticed the change, but not in a good way.
Callminer
APRIL 8, 2016
New data shows that 45 million hours a year are wasted on inadequate customer service. The fact of the matter is this: Companies simply can’t afford to waste time or money when brand and budgets on the line.
Customers That Stick
OCTOBER 3, 2016
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. customer-service-training
Advertisement
A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.
Peter Lavers
NOVEMBER 30, 2016
Steve Dennis of Sageberry Consulting spoke to the final forum of The Customer Council in November in Johannesburg on the subject of “Winning in a digital-first, omni-channel world”.
ijgolding
OCTOBER 17, 2016
The Golding family car – a Renault Grand Espace we affectionately call ‘the beast’ – is reaching the end of its life.
Kayako
OCTOBER 6, 2016
Customer engagement and feedback are powerful tools for every company—but many startups see them as an afterthought, focusing all of their energies on selling more products and gaining more users. But what these companies are missing is that customers are their best advocates.
Let's personalize your content