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.

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

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?

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.

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

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.

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.

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

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.

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.

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

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.

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.

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.

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.

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.

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.

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!

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?

Full Data Protection: Go Beyond Securing the Control Points

Etech

As many business deals and transactions require an immediate response, sensitive information such as contracts, government forms and other confidential content are sent through emails.

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.

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.

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.

Is Trust Dead? If So, Revive It!

Beyond Philosophy

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 State of the Bot Going Into 2018

Aspect

RFPs for chatbots have arisen in verticals as diverse as banking, government, healthcare, and retail. 2016 saw an explosion of interest and investments in chatbots, as I wrote in my last annual recap. What happened in 2017, and what will 2018 bring? Let’s have a look. It is still early.

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!

Silos Are For Farmers!

CX Journey

Governance structure, steering committee : helps to ensure that action plans are executed and outcomes are measured - cohesively, in a collaborative fashion - across the organization; the governance board functions as the engine and the oversight committee of a CX change management initiative.

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.

Customer or Hostage? The unfortunate story of the UK passenger rail industry

ijgolding

As government funding of the railways has continued to decrease, the cost of funding has continuously shifted to the commuter. This is also at a time where even the government itself feels that the some of the train operators are not providing good value for money!

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.