Callminer
MARCH 13, 2014
With customer experience management more important than ever, customer satisfaction has become an area of focus. Here’s a look at 3 best practices to establish call center customer-centricity.
Joe Rawlinson
MARCH 24, 2014
'The role of customer service manager means keeping both customers and employees happy. Having the right educational background and skills is a good start. But learning about your team and what makes them more effective is a priority. These suggestions will get you moving in the right direction to building an award-winning customer service team that consistently keeps their customers raving positively about them.
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Win the Customer
MARCH 7, 2014
'When you fall in love you gladly go the extra mile for that special someone every time. Everything you do, are, and want to be is what will make that special person truly happy.
PeopleMetrics
MARCH 21, 2014
'Last week we wrote about a bank that has exceptional customer service in our post “ How to Amaze Banking Customers: A Simple Story ” This week we are going to focus on a story that happened right in @PeopleMetrics Twitter feed. I had read an interesting article on Barclays Kenya ''s refocused customer experience efforts. So naturally, I pulled up Twitter and fired off a tweet at the bank, curious to know what their customer experience efforts were behind the scenes.
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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.
Amity
MARCH 3, 2014
You’ve succeeded at putting a crack Customer Success team in place. They are showing results to your bottom line, adoption is growing and trials are converting. It’s a well-oiled machine – but is it perfect? It’s probably pretty close. But like all departments within any organization, there is always room for improvement – especially as your SaaS offering evolves and your customer base grows.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
MARCH 5, 2014
Call center agents are at the heart of your business due to their level of customer interaction. Here’s a look at 3 ways to develop a team of top performers.
Joe Rawlinson
MARCH 31, 2014
'It’s the nightmare scenario no business manager wants to experience: admitting your company has been the target of a data breach. Unfortunately, it is a situation many businesses may have to deal with at some point. The Identity Fraud Report published by the strategy and research company Javeline reports that 13.1 million consumers were the subjects of identity fraud in 2013 , with data breaches pinpointed as one way criminals access private information.
Win the Customer
MARCH 2, 2014
'Organizations that "get" customer experience and are known for their excellent customer service, realize that it''s more about the people you assemble to serve than the processes you have in place.
eGain
MARCH 14, 2014
Those of you that are old enough like me might remember “Dolly,” the first-ever sheep to be cloned. Did you know that your best sales and service agents can also be cloned to maximize performance? We’ve perfected that process and it’s all legal and ethical, and it even benefits the business and society at large! Let’s go part by part. First, you need to clone the “face.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Amity
MARCH 19, 2014
You’ve probably read your fair share of information online about customer success. Specifically, and especially, if you are a SaaS company – there are several articles, whitepapers, webinars and blog posts that state how critical customer success is to your survival. But few have really laid out the why, what and how…until now. Daniella Degrace, a Founder Advisor for Amity and former Vice President, Customers Success at Radian6 (Salesforce), provides the answers.
Customer Interactions
MARCH 26, 2014
'In recent years, active shooter incidents have become more frequent and widespread. Just look at some of the incidents over the last 15 years – Columbine, Newtown, Virginia Tech, the Aurora movie theater shooting, the Naval Ship Yard shooting. While nothing can fully stop people intent on doing harm, the latest technologies can certainly help with immediate awareness and response.
Callminer
MARCH 27, 2014
Due to today’s rapidly evolving digital environment, the traditional contact center model is changing, because both the business behind it and the customers in front of it are changing. Indeed, predictions for the future of the call center include increased focus on the customer experience, omnichannel contact, mobile customer care, migration to the cloud, and […].
Brad Cleveland Blog
MARCH 26, 2014
“Consumers have already decided for us: If you want to connect with them, mobile is the way.” That’s how Forrester analyst Roxana Strohmenger puts it, and I agree. As mobile soars, mobile-based surveys are taking flight, optimized for preferred channels, smartphone (small) screens, and succinct question sets.
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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.
Win the Customer
MARCH 3, 2014
'Customers are living, breathing, feeling individuals who need care, attention, and meaning when it comes to the experience we create for them in our customer service offerings.
eGain
MARCH 14, 2014
Those of you that are old enough like me might remember “Dolly,” the first-ever sheep to be cloned. Did you know that your best sales and service agents can also be cloned to maximize performance? We’ve perfected that process and it’s all legal and ethical, and it even benefits the business and society at large! Let’s go part by part. First, you need to clone the “face.
Amity
MARCH 25, 2014
A free trial version of your SaaS offering is a very efficient method of getting users to understand the value of your product and create demand for it. On the surface it appears to be a great means of showing, not telling, why your solution is the right answer to their problems. However, many potential customers can, and do, evaluate your product without ever contacting you and well, sadly vice versa.
Customer Interactions
MARCH 13, 2014
'Transit passengers have simple expectations. They want to arrive at their destinations on time and safely. But given everything that can go wrong, delivering consistently high levels of service can be complicated. Service can be impacted by everything from signal failures and adverse weather conditions to mechanical failures, collisions, derailments, and even acts of terrorism.
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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
PeopleMetrics
MARCH 11, 2014
'So, last week I woke up to $867.35 missing from my bank account. $138.63 spent at a gas station in Spain. I don’t own a car. And I’m not in Spain. $73.65 on cigarettes in Texas. I don’t smoke either, and I’m definitely not in Texas. I fished my phone out of my purse and frantically called Simple’s customer service line while racing towards the morning bus.
Brad Cleveland Blog
MARCH 26, 2014
“Consumers have already decided for us: If you want to connect with them, mobile is the way.” That’s how Forrester analyst Roxana Strohmenger puts it, and I agree. As mobile soars, mobile-based surveys are taking flight, optimized for preferred channels, smartphone (small) screens, and succinct question sets.
Win the Customer
MARCH 19, 2014
'Without consistency in your service execution, one-off customer experiences can cause confusion and foster disappointment in your customers. Creating the framework for consistent excellence in service is key to long term customer delight.
Win the Customer
MARCH 10, 2014
'With the growing number of channels by which customers can now contact businesses, call centers must adapt their strategy and structure to leave room for coordination, collaboration, and enhance the customer experience.
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Win the Customer
MARCH 5, 2014
'By taking into consideration all the variables such as employee skills, preferences, location, and assets needed, service businesses can increase their first time fix rates almost overnight.
Win the Customer
MARCH 17, 2014
'Information is accessible at the click of a button, and customers are loath to be placed on hold. Studies have emerged that now endorse the significance of real-time data as it affects the customer service experience.
Win the Customer
MARCH 26, 2014
'Successful email subject lines are eye-catching, attention-grabbing and tempting. But there are also annoying, boring, careless, lazy, desperate, or worst of all, deceiving subject lines that give all other hardworking subject lines a bad rap.
Win the Customer
MARCH 3, 2014
'Working together with a customer, means being concerned about how you’re helping the customer succeed in getting what they need. This should always take precedence over workflows and metrics.
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.
Win the Customer
MARCH 18, 2014
'Aggressive advertisements created a digital era where users were skeptical to the point that they rejected anything that felt like an advertisement. Even companies that attempt to run honest online marketing campaigns feel the cynicism.
Win the Customer
MARCH 12, 2014
'How do you make your customers stay with you for the long haul? Through the magic of customer service. These 4 tips make sure you''re sticking to what works.
Win the Customer
MARCH 25, 2014
'By repetition, good customer service actions become habits and eventually natural behavior. With effective training and consistent practice, great customer experience can be part of our natural behavior in any customer interaction.
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