Callminer
FEBRUARY 6, 2014
New Frost & Sullivan research shows cloud-based contact center solutions in the Australian market are predicted to accelerate over the next five years.
Win the Customer
FEBRUARY 10, 2014
'Millions of words are used each day in customer service communication; three little ones have great power to destroy your customer service experience and should be avoided at all cost. Studies have shown that vocabulary is a good predictor of success. Those who a greater mastery of language and the ability to communicate have greater […].
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PeopleMetrics
FEBRUARY 5, 2014
'I''ve Got Customer Experience Data. What Now? So you are getting ready to update the C-Suite on your customer experience metrics. You’ve collected lots of customer experience data, you have a bunch of insights, perhaps you have a deck of beautiful slides, filled with graphs and tables and statistically significant differences. But your biggest challenge is in being able to influence this team of execs to take action on what you tell them.
GetFeedback
FEBRUARY 14, 2014
I conducted an informal survey today, asking 22 residents of my hometown, Charlotte, North Carolina, what they liked best about our city.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Amity
FEBRUARY 18, 2014
Geoffrey Moore recently published a new edition of his classic high-tech marketing book, Crossing the Chasm , updated to be relevant for today’s markets. While the core model is unchanged, Moore makes it clear that ‘Crossing the Chasm’ is strictly a B2B model. To address newly relevant B2C markets, Moore adds a new model as an appendix. The Four Gears Model for Digital Consumer Adoption.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Comm100
FEBRUARY 19, 2014
When one thinks of providing a great customer experience, it’s easy to visualize some of the more common aspects of customer service – employees with customer friendly attitudes, giving the customer their money’s worth and promptly resolving any concerns or issues. These are all important; however, with the customer experience playing field being leveled by new technology and the almighty Internet, it’s important to focus on another key aspect – Accessibility.
Win the Customer
FEBRUARY 22, 2014
'Customers wait 1 minute on hold before getting the run around from customer service, it''s not wonder they are always willing to switch to a competitor.
TASKE Technology
FEBRUARY 13, 2014
Last time we looked at why the telephone service factor (TSF) is one critical measure of the level of service your agents offer. The efficiency of agents in connecting with your callers has a significant effect on customer satisfaction. Another important measure of service level is the answer service factor (ASF), which helps you assess the service level provided by queues.
GetFeedback
FEBRUARY 5, 2014
GetFeedback for Salesforce delivers an integrated offering that allows you to create branded, mobile-ready customers surveys.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Amity
FEBRUARY 18, 2014
In Part 1 we expanded Geoffrey Moore’s Four Gears model to this emerging B2B model ( SaaS 2.0 ) In this post we will examine how to operationalize the four gears. Over the past few years the B2B business model has evolved from a ‘Land and Maintain’ model to a ‘Land and Expand’ model. Four Gears Model for B2B SaaS. Of the Four Gears in the new B2B model (Land, Convert, Expand, and Enlist) all but the Land gear are relatively recent additions to the model.
ForeSee
FEBRUARY 17, 2014
'by Kecia Brady, Marketing Representative, ForeSee In addition to being Presidents Day in the United States, it’s also Random Acts of Kindness Day. I like this quote from our first. The post How Nonprofits Can Increase Online Donations and Other Random Acts of Kindness appeared first on ForeSee.
Customer Interactions
FEBRUARY 21, 2014
'Few sports fans want to consider security risks as they embrace the excitement of the Olympic Games. Looking back two years ago, many of the security concerns in the weeks before London 2012 were eventually mitigated by the British Army and helped pave the way for perhaps the most successful Games in recent years. In Sochi too, there were some real security worries threatening to overshadow the Games before the first athlete took to the piste.
Win the Customer
FEBRUARY 19, 2014
'Internal customer service, or servicing those who service your customers is vital to any business progressing, properly functioning, and continuing to establish a patter of exceptional customer experiences. As companies focus intently on improving the level of customer service they offer to clients, the quality of internal interactions within the business can become overlooked.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
TASKE Technology
FEBRUARY 13, 2014
Last month , we looked at why the telephone service factor (TSF) is one critical measure of the level of service your agents offer. The efficiency of agents in connecting with your callers has a significant effect on customer satisfaction. Another important measure of service level is the answer service factor (ASF), which helps you assess the service level provided by queues.
Amity
FEBRUARY 13, 2014
It’s that time of year again – when hearts are aflutter, your local florist has a banner day and somewhere a marriage proposal is likely going to take place. However, this Valentine’s Day, along with showing your affection for a loved one, share some of that love with your customers. As the most important asset to your business, customers tend to share a lot of love with your company every time you engage with them.
PeopleMetrics
FEBRUARY 17, 2014
'Customer Experience professionals often face a daunting task: getting executives to truly care about the customer experience. While executives often talk about customer experience and its importance to the business, sometimes their actions indicate that they do not identify with customers the way the Cx team does. With competing priorities around revenue growth, operational efficiencies, and innovation, customers are often an afterthought on the executive agenda.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Customer Interactions
FEBRUARY 6, 2014
'Why are some Physical Security Information Management (PSIM) deployments the envy of others around them, while others are underutilized, even neglected? For starters, you need to start with a clear vision. To put it simply, your enterprise risk management strategy should drive what you integrate through PSIM, not the other way around. Once you define your vision, you want to avoid scope creep and stay on track.
Win the Customer
FEBRUARY 10, 2014
'Is there a relationship between the size of a company and its ability to deliver quality customer service? What does it mean for business success?
Win the Customer
FEBRUARY 3, 2014
'Everyone uses customer service. Although it''s easy to be upset with the bad customer service, getting good customer service isn''t as easy as you think.
Win the Customer
FEBRUARY 17, 2014
'Can your customer reach you when they have questions or concern to ensure customer satisfaction in their greatest time of need? When one thinks of providing a great customer experience, it’s easy to visualize some of the more common aspects of customer service – employees with customer friendly attitudes, giving the customer their money’s worth […].
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
Win the Customer
FEBRUARY 24, 2014
'The customer is not always right, but proving the customer wrong doesn''t win the customer and will most likely cause you to lose future business.
Win the Customer
FEBRUARY 24, 2014
'Many businesses use outbound call center services in order to keep up with customer needs while still delivering an exceptional customer service experience.
Win the Customer
FEBRUARY 24, 2014
'If you know a business that is losing time, money, and customers to mismanagement of customer service, maybe it’s time to host an intervention.
Win the Customer
FEBRUARY 25, 2014
'Customer satisfaction with brick and mortar retailers is at an all time high, up now three years in a row. Has retail finally figured out customer experience?
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Win the Customer
FEBRUARY 27, 2014
'Despite its importance, very few companies are actually able to perfect the art of providing truly excellent customer service.
Win the Customer
FEBRUARY 3, 2014
'87 percent of companies currently allow employees to bring their own devices to work. Have we finally overcome the fear of BYOD by seeing its real benefits?
Win the Customer
FEBRUARY 17, 2014
'Having to work in a team, and developing better customer service teamwork is one of the fundamental keys to a consistent customer experience.
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