INDUSTRY INSIGHTS YOUR PEERS ARE READING
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
We all want our customers to be happy with our products and services. MORE
Great customer support has one goal; to make it easy for customers to get their problem solved painlessly and quickly. Out of all of the customer service methods available, email, phone or chat, live chat is by far the simplest, fastest and least obtrusive. 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
167 
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
Every business leader should tell you that honesty and integrity is vital for success. In Part 1 of this series, we explored how contact center managers can promote a culture of transparency and trust via quality monitoring. 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
For the 2 nd year in a row, inContact was positioned as a Leader in Gartner’s annual Contact Center as a Service (CCaaS) Magic Quadrant. Positioning in the Magic Quadrant is based on two criteria: Ability to Execute , and Completeness of Vision. 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 
Have you ever wondered what happens in your Contact Center when lightning strikes? No, this blog post is not about inContact Disaster Recovery (even though that would certainly also be an interesting topic). MORE
One of the best ways to keep up with the competition – and even edge out in front of them – is to be flexible when it comes to your business strategies. Are you feeling a push to move ahead of the competition? 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 Video MORE
167 
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
Whether it’s Snapchat’s GeoFilters or Facebook’s 360 Photos, more businesses are finding that social media is one of the most powerful tools available today. Whatever industry you’re in, you simply must have a social media presence these days. MORE
We’ve all heard the age-old saying, “Honesty is the best policy.” We live in a world, however, where the truth is that honesty isn’t always promoted. Just consider the U.S. presidential candidates this election season. MORE
10 Silos Impact Customer Experience Lynn Hunsaker. Does your business have a silo detective? This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. 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
Disrupter No. 7: Social Profiling. By Lauren Kindzierski, HGS VP of Solutions and Capabilities. Earlier this year, HGS released a white paper on this year’s top 10 customer experience disrupters—those that are sure to alter the CX landscape this year. MORE
“Books are the quietest and most constant of friends; they are the most accessible and wisest of counselors, and the most patient of teachers.” ” – Charles W. Eliot. 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
As Internet speeds increase and technology becomes more sophisticated, customer expectations of companies’ online performances have also risen. In 2015, 47 percent of U.S. 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
2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Like most resolutions, what’s new is less about shiny objects and more about mastery of down-to-earth principles. It’s all about keeping your eye on the prize with a sensible plan. 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
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
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.
Advertisement
To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.
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.
Win the Customer
NOVEMBER 14, 2016
Whether it’s Snapchat’s GeoFilters or Facebook’s 360 Photos, more businesses are finding that social media is one of the most powerful tools available today. Whatever industry you’re in, you simply must have a social media presence these days.
|
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.
inContact
NOVEMBER 17, 2016
Have you ever wondered what happens in your Contact Center when lightning strikes? No, this blog post is not about inContact Disaster Recovery (even though that would certainly also be an interesting topic).
Comm100
SEPTEMBER 22, 2016
“Books are the quietest and most constant of friends; they are the most accessible and wisest of counselors, and the most patient of teachers.” ” – Charles W. Eliot.
Return Customer
JUNE 1, 2016
As Internet speeds increase and technology becomes more sophisticated, customer expectations of companies’ online performances have also risen. In 2015, 47 percent of U.S.
Advertisement
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.
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.
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
Advertisement
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.
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!):
Win the Customer
OCTOBER 3, 2016
One of the best ways to keep up with the competition – and even edge out in front of them – is to be flexible when it comes to your business strategies. Are you feeling a push to move ahead of the competition?
ClearAction
DECEMBER 31, 2016
2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Like most resolutions, what’s new is less about shiny objects and more about mastery of down-to-earth principles. It’s all about keeping your eye on the prize with a sensible plan.
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
Transform your contact center to build relationships with your customers that will last a lifetime.
Envision
SEPTEMBER 22, 2016
Every business leader should tell you that honesty and integrity is vital for success. In Part 1 of this series, we explored how contact center managers can promote a culture of transparency and trust via quality monitoring.
HGS
OCTOBER 26, 2016
Disrupter No. 7: Social Profiling. By Lauren Kindzierski, HGS VP of Solutions and Capabilities. Earlier this year, HGS released a white paper on this year’s top 10 customer experience disrupters—those that are sure to alter the CX landscape this year.
Comm100
AUGUST 24, 2016
We all want our customers to be happy with our products and services.
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.
Advertisement
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.
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
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”.
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.
Advertisement
Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.
Win the Customer
NOVEMBER 9, 2016
Great customer support has one goal; to make it easy for customers to get their problem solved painlessly and quickly. Out of all of the customer service methods available, email, phone or chat, live chat is by far the simplest, fastest and least obtrusive.
inContact
OCTOBER 28, 2016
For the 2 nd year in a row, inContact was positioned as a Leader in Gartner’s annual Contact Center as a Service (CCaaS) Magic Quadrant. Positioning in the Magic Quadrant is based on two criteria: Ability to Execute , and Completeness of Vision.
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.
Envision
SEPTEMBER 9, 2016
We’ve all heard the age-old saying, “Honesty is the best policy.” We live in a world, however, where the truth is that honesty isn’t always promoted. Just consider the U.S. presidential candidates this election season.
Advertisement
Learn 5 actions your organization can take right now to improve the customer experience.
Let's personalize your content