HGS

MAY 20, 2018

How Government Can Better Embrace Digital Customer Service Channels. These examples were designed to both support consumers in the way they want to communicate and also drive down costs in the long term, but whilst the Government show that being brave and seeking new ways of working can be successful, it is not clear why these strategies have not yet been adopted as standard procurement requirements. So where should Government start?

Government 100

Government Chatbots Analytics Self service 100

ShepHyken

JUNE 30, 2017

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.

Government 99

Government Technology Chatbots call center software 99

ClearAction

MARCH 23, 2015

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).

Government 52

Government Customer Experience Construction Journey mapping 52

Aspect

JANUARY 6, 2018

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

Government 48

Government 48

ShepHyken

OCTOBER 24, 2016

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

Government 118

Government Sales Customer Service Personalization 118

ClearAction

JULY 3, 2017

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.

Engineering 65

Engineering Customer Experience Finance B2B 65

CX Journey

AUGUST 1, 2018

Do you have a governance structure in place for your customer experience transformation efforts? Not having a governance structure is one of the 7 Deadly Sins of Customer Experience. Because a governance structure is about oversight and execution.

Feedback 41

Feedback Accountability Government Management 41

CX Journey

AUGUST 8, 2018

They need to be supported, and they need to be able to discuss challenges, barriers, and successes with the other committees of the governance structure. champions customer experience customer-centric customer-centric culture employee experience governance transformation

Journey mapping 41

Journey mapping Feedback Metrics Accountability 41

CX Journey

SEPTEMBER 20, 2016

A couple of tools that will come in handy to help the CCO achieve those goals include: Governance structure. Without a governance structure in place, we perpetuate silo thinking and fail to achieve cross-functional alignment, involvement, and commitment.

Chief Customer Officer 89

Chief Customer Officer Customer Experience Government Journey mapping 89

CX Journey

OCTOBER 28, 2014

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?

Accountability 48

Accountability Metrics Coaching Best practices 48

ClearAction

JULY 2, 2015

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

Government 52

Government Consulting Consulting Customer Experience 52

CX Journey

FEBRUARY 27, 2015

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

Journey mapping 66

Journey mapping Customer Experience Customer centricity Big data 66

CX Journey

MAY 5, 2015

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.

Engineering 58

Engineering Surveys Analytics Metrics 58

Callminer

MARCH 7, 2017

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.

Best practices 156

Best practices Government Banking Call Center 156

OctopusTech

AUGUST 3, 2018

Now their events have gone beyond that to involve makers of Jute Products and Handmade Papers with support from various government organizations. Launched in 1988, Giftex is a leading exhibition organizing company.

Telemarketing 62

Telemarketing Government Sales Call Center 62

OctopusTech

AUGUST 3, 2018

Now their events have gone beyond that to involve makers of Jute Products and Handmade Papers with support from various government organizations. Launched in 1988, Giftex is a leading exhibition organizing company.

Telemarketing 62

Telemarketing Government Sales Call Center 62

Beyond Philosophy

JULY 19, 2018

So, the government chose to be self-serving to the benefit of hundreds, if not thousands, of its citizens. We all have a Status Quo Bias when it comes to decision making.

Government 547

Government Customer centricity Consulting Consulting 547

Brad Cleveland

AUGUST 16, 2017

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.

Technology 82

Technology Government Call Center Contact Center 82

Win the Customer

MARCH 4, 2014

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.

Government 76

Government Customer Service 76

Revation Systems

AUGUST 7, 2018

Attendees will learn about innovations in home and community-based programs, listen to technology experts and network with Federal government professionals. HCBS programs across the nation are facing new challenges such as reduced budgets and a growing demand for services.

Government 62

Government Technology 62

Brad Cleveland

FEBRUARY 28, 2017

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?

Government 93

Government Multi-channel support Multichannel Contact Center 93

Brad Cleveland

SEPTEMBER 27, 2016

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.

Technology 70

Technology Government Multi-channel support Call Center 70

CafeX

AUGUST 2, 2017

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

Agent Empowerment 52

Agent Empowerment Government Metrics Contact Center 52

Beyond Philosophy

JUNE 4, 2018

Lucky for him, Caesar proved victorious and overthrew the government instead of getting executed. Each of us has a time when we decide and a time when we act. Once we act, we pass the point of no return on our decision.

Wireless 329

Wireless Government Consulting Consulting 329

Customer Experience Matters

JUNE 3, 2017

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

Government 49

Government Customer Experience 49

Call Center Weekly

OCTOBER 30, 2017

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.

Government 130

Government Contact Center Consulting Consulting 130

Beyond Philosophy

JUNE 7, 2017

Government 328

Government Advertising Surveys Marketing 328

Beyond Philosophy

SEPTEMBER 11, 2017

Effective communication is the lifeblood of any relationship, whether it’s between individuals, informal groups, within companies, between leaders and the people they govern, and, of course, between companies and their customers.

Advertising 398

Advertising Government Big data Consulting 398

Beyond Philosophy

NOVEMBER 8, 2017

When you discuss habits in relation to the two systems of cognitive behavior, or what we call the Intuitive System (emotional and fast) and Rational System (logical and slow), the Intuitive System governs habitual behavior. We all have habits, good and bad. Few of us remember how they formed.

Government 364

Government Consulting Consulting Customer Experience 364

Beyond Philosophy

MARCH 2, 2018

as part of the government. Amazon received two patents on wristbands that can track the moment-by-moment actions of their warehouse workers.

Government 284

Government Employee engagement Consulting Consulting 284

OctopusTech

JULY 18, 2018

Though ISP industry bears some close resemblance to the telecommunication sector, it still has got its own set of rules to follow and learn from customer expectations all while working in close proximity with ever-changing government regulations.

Telecommunications 62

Telecommunications Call Center Wireless Government 62

Beyond Philosophy

OCTOBER 23, 2017

In 2008 he co-wrote “Nudge,” a book that argued that governments could make small changes that would “nudge” people toward desired behaviors. When Richard Thaler of the University of Chicago was awarded the Nobel Prize in economic science earlier this month, he said he’d try to spend his $1.1

Marketing 346

Marketing Government Consulting Consulting 346

OrecX

JULY 20, 2018

Any organization which employs call recording software must be aware of the legal requirements that govern the use of such tools. Call recording laws differ among geographic regions. Failure to comply with these legal restrictions could result in severe penalties, both financial as well as reputational. Here is a brief summary of laws in several countries: USA - 12 states in the U.S. require full consent from all parties on a call in order to lawfully record. The remaining states do not.

Government 48

Government Marketing 48

Beyond Philosophy

OCTOBER 5, 2016

They – like all humans – are irrational beings, and at least half of their decision making is governed by subconscious and emotional factors that even they don’t understand.

Journey mapping 428

Journey mapping Government Consulting Consulting 428

Customer Experience Matters

OCTOBER 10, 2017

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.

Government 52

Government Customer Experience 52

Call Center Weekly

JULY 6, 2018

I have over 15 years of progressive customer service leadership experience in the public, private and government sectors. In today’s business world, the desire to reach more consumers is a top priority.

Contact Center 95

Contact Center Technical Support Government Enterprise 95

Call Center Weekly

OCTOBER 23, 2017

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.

Government 70

Government Contact Center Consulting Consulting 70

Call Center Coach

JUNE 6, 2017

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.

Contact Center 188

Contact Center Healthcare Government Engineering 188

Call Center Weekly

OCTOBER 9, 2017

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

Contact Center 141

Contact Center Morale Government Education 141

Beyond Philosophy

JANUARY 16, 2018

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.”

Travel 245

Travel Enterprise Customer centricity Banking 245