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).

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.

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We’re Not Happy Until You’re Not Happy

ShepHyken

People complain and joke about some of their experiences with government agencies. Customer Care Customer Relationships brand promise cable TV industry government agenciesBrand Promise.

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

Break Down Barriers to a Great Customer Experience

CX Journey

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.

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.

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?

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.

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.

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

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?

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.

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.

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.

Customer Satisfaction is not Always an Indication of 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 Let's face it, CSAT (customer satisfaction) is a vital measurement of customer service performance, and rightly so.

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

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.

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.

Get your customer service ready for the digital-first generation

Ian Jacobs

This new breed of consumers demands more from companies and government agencies, with particularly high expectations for friction-free customer experiences.

Welcome to the Contact Center

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 This is an exciting time to be in the contact center!

Highlights of Customer Experience Strategy Advice

ClearAction

Shared vision, strategic planning, and governance are rarely discussed in customer experience literature. ” Customer Experience Governance: Do This, Not That. Highlights of Customer Experience Strategy Advice.

Whose job is it anyway? The importance of accountability in the world of Customer Experience

ijgolding

If a business has an aspiration to be sustainably customer centric, it can only be achieved with good governance – a plain and simple understanding of who does what – and when. When I talk about governance, I do not mean bureaucracy.

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!

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?

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?

Do Customer Experience Policies Empower Growth?

ClearAction

Customer experience policies are formal rules that govern product returns, changes, warranties, refunds and information and resource access — and they’re informal actions the company takes — and they’re the degree of ease for employees to do their jobs well.

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.

Become a Consumer Customer Service Expert !

Teresa Allen

Whether you are flying on an airplane or buying groceries, there are certain implied and government regulated consumer rights. ​Customer service failures have captured the headlines in 2017.

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.

Is Trust Dead? If So, Revive It!

Beyond Philosophy

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.

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!

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!

5 Keys to Customer Experience for the Future

ClearAction

Incongruent CX governance, design, data, or improvement efforts are typically more transparent to customers than we realize. So of course momentum is an essential aspect of customer experience strategy and governance. 5 Keys to Customer Experience for the Future.

The Role of Digital in Customer Experience, by Sandeep Kuvvarapu

ijgolding

Ameyo provides solutions both on-premise and cloud platforms and caters to wide range of customers not limited to leading BFSIs, BPOs, Government Organizations, Healthcare, E-Commerce & Consumer Tech etc.

Why Customer Experience Excellence Requires HR Engagement

ClearAction

CX governance structure: what does the company need, according to the organization and customers? Customer Experience Governance: Do This, Not That. Why Customer Experience Excellence Requires HR Engagement. People are at the center of providing or receiving customer experiences.

Customer Experience Resolutions

CX Journey

Image courtesy of BazaarBizarreSF Are you into making customer experience predictions for next year? Personally, I'm over predictions! Any predictions! So let's forget about predictions. They never seem to be right. They never seem to be executed. And they seem to be the same year over year.

Talking Omnichannel But Organised Multi Channel?

Peter Lavers

These lenses are perfectly possible to build and reconcile with good data governance and the latest AI and analytics tools. Remember when we used to talk about “channels and media”? Life was simple. Channel meant physical route to market e.g. retail, wholesale, intermediated, direct, etc.

Passion is The Key to a Great Contact Center

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 As customer service professionals, we can all sympathize with the monotonous routine of call center agents.

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.