Guest Blog: Technology Trends That Will Govern the CX Landscape

ShepHyken

The post Guest Blog: Technology Trends That Will Govern the CX Landscape appeared first on Shep Hyken. This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. Shep Hyken.

AI Success: Data science vs. data governance

Aspect

AI and machine learning are revolutionizing the way we engage with customers, streamline operations, and mitigate business risk. Machine learning Data science

Customer Experience Governance: Do This, Not That

ClearAction

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. Customer experience governance is essential to ongoing success, especially in terms of enduring CX ROI (return on investment).

Who are your employees, anyway?

Nexmo

Governance Controls Internal controls Compliance Management Protect Oversight Access Duty Corporation Government“Firm Settles Russia Probe,” The Wall Street Journal , December 12, 2017 A5. Company working on US defense projects had Russian employees who lacked appropriate security clearances (and who stored some material on servers in Russia). No fine reported; company to institute new security protocols and thereby resolve criminal complaint.

5 Top Customer Service Articles For the Week of October 24, 2016

ShepHyken

3 Tools for Improving the Customer Experience in Government by William D. Government Technology) America’s most successful companies have learned a lot about keeping their customers happy. Customer Care Customer Experience government personalized marketing Twitter

Customer Experience Transformation Through Proactive Engagement

ClearAction

Proactive Engagement through Data Governance. “In In 2014 we were given responsibility for data governance, transferred from IT into TCE, so we now have data quality as part of our TCE vision and strategy. Customer Experience Transformation Through Proactive Engagement Lynn Hunsaker.

Are You Flying by the Seat of Your #CX Pants?

CX Journey

Image courtesy of shenamt Do you have a governance structure in place for your customer experience efforts? A solid foundation for any customer experience management effort must include a governance structure. What is governance? Do you have a governance structure in place?

The 7 Deadly Sins of Customer Experience

CX Journey

Failing to outline a governance structure Without a governance structure in place, we perpetuate silo thinking and fail to achieve cross-functional alignment, involvement, and commitment. customer experience customer service employee experience governance leadership

Easier Said than Done: Move the Needle with Your Customer Experience Strategy

CX Journey

Erin shares specific methodologies, approaches, and proven practices that have moved the needle at John Deere by enabling success in areas of strategic planning, governance, executive buy-in, analytics, VoC, and MoT design and delivery.

New Technology: Leadership Is Essential

Brad Cleveland

The purpose of any new technology should be to support the governing principles and mission of your organization. New technologies are not passive — to get good results, they must be implemented with foresight and good planning.

Private equity firm takes control

ClearAction

Financial Governments International Allegations Litigation TaxesPrivate equity firm takes control. L orem Ipsum is simply dummy text of the printing and typesetting industry.

The Edge of Service™ Newsletter, Issue 20: TEDx: Thriving in an Always-On World

Brad Cleveland

The Edge of Service™ Newsletter, Issue 20: TEDx: Thriving in an Always-On World Being always connected…is it a blessing or a curse? Are we in charge, or are we slaves to our smartphones?

New Technology: Leadership Is Essential

Brad Cleveland

The purpose of any new technology should be to support the governing principles and mission of your organization. New technologies are not passive — to get good results, they must be implemented with foresight and good planning.

An Alternative Approach to Agent Training

Call Center Weekly

I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. By Sean Hawkins Two of the common reasons I hear regarding a lack of agent training, are no money and no time.

Who's Responsible for Professional Development?

Call Center Weekly

I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. By Sean Hawkins A few years back, EdAssist conducted a study on the perceptions of managers and employees regarding professional development.

Improve Your Contact Center Through Agent Training and Development

Call Center Weekly

I have over 15 years of progressive call center leadership and experience in the public, private and government sectors.

5 Ways to Grow Your Business by Emulating the Big Boys and Treating Your Customers Right

Win the Customer

Make sure you know what makes you unique, and have a guiding idea that governs all levels of your organization. In most cases, great customer service starts with a clear philosophy and a commitment to creating something exceptional.

Random Acts of Customer Service Kindness

Call Center Weekly

I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. By Sean Hawkins Kindness is the root of all good things. This saying has significant meaning to those in customer service. Providing service is one thing. That is expected.

Knowledgeable Agents Are Key to Great Customer Service

Call Center Weekly

I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. By Sean Hawkins I recently spoke with an agent for my insurance company, in the hopes of clearing up a misunderstanding concerning my policies.

A Leadership and Service Lesson Via a Breakfast Sandwich

Call Center Weekly

I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. By Sean Hawkins I woke up late and was pressed for time. All I wanted to do was get into the office at a decent hour!

Sorry POTUS, But Good Business Does Require Heart

Customer Experience Matters

I recently read this quote attributed to President Trump: Here, everything, pretty much everything you do in government involves heart, whereas in business most things don’t involve heart. In fact, in business you’re actually better off without it. My take: No, no, no! This is wrong-minded, and very outdated thinking. To succeed, businesses must make […]. Customer experience Executive leadership

What are Your Thoughts on After Call Talk?

Call Center Weekly

I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. By Sean Hawkins We should all be familiar with After Call Work, aka wrap up time. This is simply the post call tasks agents must perform to complete the interaction.

Optimize Agent Performance with Live Actionable Intelligence

CafeX

Research by CFI Group in 2017 shows that the contact center satisfaction index (CCSI) remains at a low point of 68 (as measured on a 0-100 scale) in the private and government sectors. The two key drivers of this call center metric are agent effectiveness and agent empowerment. These make sense because the competency of service agents directly impacts

Getting Customer Satisfaction and Quality in Sync

Call Center Weekly

I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. By Sean Hawkins There's no getting around it ! Support teams dislike the QA team!

Kindness, Customer Retention, and the Contact Center Agent

Call Center Weekly

I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. By Sean Hawkins By definition, customer retention is the activity an organization undertakes in order to reduce customer from leaving the business relationship. It is a shared responsibility of every person and department in a company. Most often though, it is the contact center that interacts with those customers who wish to leave.

What is the CFPB Consumer Financial Protection Bureau? Definition, Tips, Best Practices, and Compliance Challenges of the CFPB

Callminer

Consumer Financial Protection Bureau Definition The Consumer Financial Protection Bureau (CFPB) is an agency of the United States government set up after the financial crisis of 2008 in order to protect the rights of consumers in the financial services industry.

3 Budget Friendly Ways to Reward Great Customer Service

Call Center Weekly

Currently the Director of Contact Center and Customer Service, I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. By: Sean Hawkins When agents in your center provide great service, how do you reward them?

How to Help a Frustrated Customer

Call Center Weekly

I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. By Sean Hawkins You know that moment when you take a call, only to be greeted with less-than-friendly (or even offensive) words from a frustrated, angry customer?

CX Design Wins A Nobel Prize

Customer Experience Matters

Thaler applied behavioral economics to government interactions with citizens. In case you missed it, Richard Thaler won the Nobel Prize in Economics. He’s a well-known behavioral economist and author of the popular book Nudge.

An Effective Approach to Employee Development

Call Center Weekly

I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. By Sean Hawkins Employee development is very important to me.

"Follow the Leader", Featuring Sean Hawkins

Call Center Weekly

I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. How do you ensure you are hiring the right person? I aim to hire the right person, and teach the skills, versus hiring for skills, and having the wrong person.

Aspect and Intuit: Helping You Survive Tax Season

Aspect

Yet taxpayers are being instructed by a powerful branch of the US government to correctly report how much tax they owe. April 15 is a date that strikes fear into the hearts of many Americans as they scramble to explain to the IRS how much federal income tax they should be paying.

1-2-3 Engagement is the Key

Call Center Weekly

I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. By Sean Hawkins If you want your staff to be engaged, they must first be involved!

Cloud + Automation: The Future of the Contact Center Infrastructure

Aria Solutions

Instead of trying to control what happens within these technologies, CIOs should focus on governing how their organization should use services, such as cloud, and the best way to integrate these services into technology, systems, and processes.

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Building a Training Strategy

Call Center Weekly

The variety of business that she has experienced in the contact center world includes financial services, incentives, transportation, government, healthcare, insurance, retail, and utility services, giving her a wide-ranging view of the industry.

Apologizing to Customers is Not Difficult

Call Center Weekly

I have over 15 years of progressive call center leadership and experience in the public, private and government sectors.

The 5 Biggest Wins for School Connectivity in 2017

Contact Center Pipeline

More and more, however, citizens, journalists, governments, and students are recognizing Internet access as a necessity, and any lack of digital access as a serious equity issue.

Enterprise E911 Regulations Explained

West

VP of Government & Regulatory Affairs. Mary Boyd. Emergency communications have improved exponentially since the first 911 call nearly 50 years ago.

Is Omnichannel Language Support in your Contact Center Strategy?

Call Center Coach

The company serves hospitality, legal, government, healthcare, life sciences, marketing communications, social media, mobile, insurance, financial services, and technical industries, as well as contact centers and utilities.

Importance of the Contact Center on Full Display for Hurricane Relief

Aspect

In Texas, the state government ramped up their contact center presence to meet the influx of requests coming from beleaguered residents. The role of the contact center has never been more critical to the overall success of your business strategy than it is today.