INDUSTRY INSIGHTS YOUR PEERS ARE READING
I went to Bahrain for the first time recently. I was a keynote speaker there for a Customer Experience conference. I was fascinated by the country. There is a lot of Customer Experience activity happening there. Rami Sweis, the CEO of GolfCX invited me to speak at the conference. MORE
As most of you (hopefully know), my latest book, The Convenience Revolution , is all about making the customer experience as frictionless as possible. MORE
One of the goals for my customer service training in Cerritos, California yesterday was to help employees follow-up with colleagues, to close the loop so that everybody was up to date on what’s being done to fix issues for customers. I designed a short lecture and a small group discussion to address this. And then, three hours before my flight, I scratched the entire section. MORE
Customer Experience is top of mind with contact center professionals, as the industry dives deeper into digital transformation. It’s a great time for organizations to consider the conversations they are having with their customers. Who’s engaging with them? Are the conversations productive? MORE
I just bought a new Mont Blanc pen. I like writing with it. I have a couple more, too; one is a pencil, and the other is a rollerball-type. However, the reality is, I sometimes look at my fancy pen and think, “It’s writing; I could write this stuff with a Bic or a regular pencil.”. MORE
Creating a customer survey is hard work. Not only do you have to ensure your questions can deliver truly valuable insights, but you also have to consider design, distribution, and usability issues. MORE
Holiday spending and the quickly evolving ways people buy and sell things was on my mind on a recent trip that took me through Shanghai. In China, there are two prominent apps used by companies and consumers. MORE
Customers make rules for themselves that help them in their buying decisions. Some of these rules are common to many people. Some are specific to individual customers. Do you know what your customer’s rules are? How do you find out how to move your customer experience to the next level. MORE
The world of talent development and adult learning has changed dramatically over the past few years. And leading contact centers are modernizing their learning to keep pace. They realize they must modernize or risk losing their next generation of frontline leaders to other opportunities. MORE
NOVEMBER 7, 2018 When it comes to the customer experience, Read more » The post 3 Revenue-Driving Benefits of Conversational AI appeared first on Interactions Resource Center. Artificial Intelligence MORE
Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Today, we are going to discuss some areas you can look at to do just that. I didn’t like shopping for years. MORE
Live chat is one of the most popular support channels in 2018. With the ability to provide quick and simple solutions, 79% of customer s say they prefer to use live chat for their inquiries. With this increase in popularity , live chat support is no longer being seen as a differentiator. MORE
In our last few blogs, we discussed some real-time key performance indicators (KPIs), also known as metrics , that supervisors use on a daily basis to monitor the status and productivity of their agents , teams , and services. MORE
It’s that time of year. We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Which will fade away? One thing we predict will not change for a long time is the need to reduce customer effort. MORE
There is no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster, more consistent around-the-clock service and deliver higher customer satisfaction. MORE
Creating A Customer Experience Initiative. Owning Your Customer Service Initiative From the Top Down. MORE
I’m not crying, you’re crying (at work). Photo cred: Ban.do. Samantha (not her real name) sat across from me in our small contact center. Not a week went by that she didn’t shed tears after hanging up the phone with a customer. MORE
Like all humans, contact center leaders are driven by the brain’s insatiable desire to experience PLEASURE and in so doing avoid PAIN! I think I have a PLAN to accomplish this mission. Planning is essential to business in general and to contact centers in particular. MORE
At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success. MORE
We recently published The CallMiner Index: Consumer Switching By Sector, The Reasons and The Impact of Call Centers and are hosting a webinar on November 13th to discuss the numerous findings. MORE
Comparing customer acquisition to dating isn’t a huge leap – you bring someone in with attractive offers and witty repertoire, but are you thinking about how you keep them? Are you putting in the same level of effort after prospects become customers? It’s at the point of conversion that most companies turn their focus to their next objective: landing another customer. Here’s why that MO is a no-go for your bottom line. You meet someone new — and you put your best foot forward. MORE
This is a position we’re sharing for a Taylor Reach client. While we’re not recruiters, we’re always happy to help our clients reach out to locate amazing candidates for open positions. SUMMARY. MORE
If you see a business contact for the first time in months and they appear not to be interested in what you have to say, your desire to meet them again is likely to be low. MORE
It could be argued that customer service is uniformly about a few core things: Giving consumers agency; shepherding them towards a positive outcome to their problems; and providing solutions and smiles by whatever means (and using whatever technology) necessary. MORE
Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Today, we are going to discuss some areas you can look at to do just that. I didn’t like shopping for years. MORE
November! It’s that time of year! Halloween has passed, the pumpkins are gone, and now we look forward to spending time with our friends and loved ones at Thanksgiving. As always, Pipeline is here to help during this busy time of year. You can search our article archive and blog for seasonal tips. MORE
The past few years have seen digital disruption move at an incredible pace, transforming almost every element of our lives; from our ease of access to services to how we purchase goods, and how we lead our everyday lives both at home and in the working environment. MORE
In Contact Centres around the world, a battle is raging. The prize: the best customer experience, underpinned by efficient, scalable, and flexible technology. MORE
Virtual Boot Camps provide a hands-on and action-based way for contact supervisor training to be more engaging and fun for the learner – and significantly more affordable than any other boot camp method. MORE
Find out how design thinking and journey mapping are elevating the customer experience MORE
In the last decade or so, inbound marketing has gotten a lot of positive attention and press. Search any marketing blog, and you’ll see tons of puff pieces about how wonderful inbound marketing is. MORE
Call Center Coach
NOVEMBER 13, 2018
The world of talent development and adult learning has changed dramatically over the past few years. And leading contact centers are modernizing their learning to keep pace. They realize they must modernize or risk losing their next generation of frontline leaders to other opportunities.
Beyond Philosophy
NOVEMBER 4, 2018
Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Today, we are going to discuss some areas you can look at to do just that. I didn’t like shopping for years.
Callminer
NOVEMBER 8, 2018
We recently published The CallMiner Index: Consumer Switching By Sector, The Reasons and The Impact of Call Centers and are hosting a webinar on November 13th to discuss the numerous findings.
Connect Managed
NOVEMBER 2, 2018
In Contact Centres around the world, a battle is raging. The prize: the best customer experience, underpinned by efficient, scalable, and flexible technology.
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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.
Contact Center Pipeline
NOVEMBER 13, 2018
Customer Experience is top of mind with contact center professionals, as the industry dives deeper into digital transformation. It’s a great time for organizations to consider the conversations they are having with their customers. Who’s engaging with them? Are the conversations productive?
Interactions
NOVEMBER 7, 2018
NOVEMBER 7, 2018 When it comes to the customer experience, Read more » The post 3 Revenue-Driving Benefits of Conversational AI appeared first on Interactions Resource Center. Artificial Intelligence
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Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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Beyond Philosophy
NOVEMBER 2, 2018
Customers make rules for themselves that help them in their buying decisions. Some of these rules are common to many people. Some are specific to individual customers. Do you know what your customer’s rules are? How do you find out how to move your customer experience to the next level.
Callminer
NOVEMBER 13, 2018
At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success.
TELUS International
NOVEMBER 1, 2018
Find out how design thinking and journey mapping are elevating the customer experience
Contact Center Pipeline
NOVEMBER 15, 2018
Holiday spending and the quickly evolving ways people buy and sell things was on my mind on a recent trip that took me through Shanghai. In China, there are two prominent apps used by companies and consumers.
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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.
bold360 Blog
NOVEMBER 6, 2018
Comparing customer acquisition to dating isn’t a huge leap – you bring someone in with attractive offers and witty repertoire, but are you thinking about how you keep them? Are you putting in the same level of effort after prospects become customers? It’s at the point of conversion that most companies turn their focus to their next objective: landing another customer. Here’s why that MO is a no-go for your bottom line. You meet someone new — and you put your best foot forward.
Aspect
NOVEMBER 2, 2018
The past few years have seen digital disruption move at an incredible pace, transforming almost every element of our lives; from our ease of access to services to how we purchase goods, and how we lead our everyday lives both at home and in the working environment.
Beyond Philosophy
NOVEMBER 8, 2018
I went to Bahrain for the first time recently. I was a keynote speaker there for a Customer Experience conference. I was fascinated by the country. There is a lot of Customer Experience activity happening there. Rami Sweis, the CEO of GolfCX invited me to speak at the conference.
Callminer
NOVEMBER 6, 2018
If you see a business contact for the first time in months and they appear not to be interested in what you have to say, your desire to meet them again is likely to be low.
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.
Fonolo
NOVEMBER 7, 2018
It could be argued that customer service is uniformly about a few core things: Giving consumers agency; shepherding them towards a positive outcome to their problems; and providing solutions and smiles by whatever means (and using whatever technology) necessary.
Contact Center Pipeline
NOVEMBER 2, 2018
November! It’s that time of year! Halloween has passed, the pumpkins are gone, and now we look forward to spending time with our friends and loved ones at Thanksgiving. As always, Pipeline is here to help during this busy time of year. You can search our article archive and blog for seasonal tips.
Myra Golden Media
NOVEMBER 15, 2018
One of the goals for my customer service training in Cerritos, California yesterday was to help employees follow-up with colleagues, to close the loop so that everybody was up to date on what’s being done to fix issues for customers. I designed a short lecture and a small group discussion to address this. And then, three hours before my flight, I scratched the entire section.
ShepHyken
NOVEMBER 6, 2018
Creating A Customer Experience Initiative. Owning Your Customer Service Initiative From the Top Down.
Advertisement
Transform your contact center to build relationships with your customers that will last a lifetime.
Beyond Philosophy
NOVEMBER 15, 2018
I just bought a new Mont Blanc pen. I like writing with it. I have a couple more, too; one is a pencil, and the other is a rollerball-type. However, the reality is, I sometimes look at my fancy pen and think, “It’s writing; I could write this stuff with a Bic or a regular pencil.”.
ChaseData
NOVEMBER 7, 2018
In the last decade or so, inbound marketing has gotten a lot of positive attention and press. Search any marketing blog, and you’ll see tons of puff pieces about how wonderful inbound marketing is.
Customer Service Life
NOVEMBER 5, 2018
I’m not crying, you’re crying (at work). Photo cred: Ban.do. Samantha (not her real name) sat across from me in our small contact center. Not a week went by that she didn’t shed tears after hanging up the phone with a customer.
Contact Center Pipeline
NOVEMBER 14, 2018
There is no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster, more consistent around-the-clock service and deliver higher customer satisfaction.
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.
Bright Pattern
NOVEMBER 7, 2018
In our last few blogs, we discussed some real-time key performance indicators (KPIs), also known as metrics , that supervisors use on a daily basis to monitor the status and productivity of their agents , teams , and services.
ShepHyken
NOVEMBER 14, 2018
As most of you (hopefully know), my latest book, The Convenience Revolution , is all about making the customer experience as frictionless as possible.
Beyond Philosophy
NOVEMBER 4, 2018
Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Today, we are going to discuss some areas you can look at to do just that. I didn’t like shopping for years.
Taylor Reach Group
NOVEMBER 9, 2018
This is a position we’re sharing for a Taylor Reach client. While we’re not recruiters, we’re always happy to help our clients reach out to locate amazing candidates for open positions. SUMMARY.
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.
GetFeedback
NOVEMBER 12, 2018
Creating a customer survey is hard work. Not only do you have to ensure your questions can deliver truly valuable insights, but you also have to consider design, distribution, and usability issues.
Contact Center Pipeline
NOVEMBER 8, 2018
Like all humans, contact center leaders are driven by the brain’s insatiable desire to experience PLEASURE and in so doing avoid PAIN! I think I have a PLAN to accomplish this mission. Planning is essential to business in general and to contact centers in particular.
360Connext
NOVEMBER 16, 2018
It’s that time of year. We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Which will fade away? One thing we predict will not change for a long time is the need to reduce customer effort.
UJET
NOVEMBER 1, 2018
Live chat is one of the most popular support channels in 2018. With the ability to provide quick and simple solutions, 79% of customer s say they prefer to use live chat for their inquiries. With this increase in popularity , live chat support is no longer being seen as a differentiator.
Advertisement
Learn 5 actions your organization can take right now to improve the customer experience.
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