Beyond Philosophy
APRIL 17, 2015
Employee Experience and Customer Experience are linked. What is affecting one will affect the other. They are like an old married couple—when it works it is beautiful and inspiring; when it doesn’t, it is ugly and bewildering. Both members of this marriage have a voice. The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization.
Callminer
APRIL 23, 2015
What are some strategies call centers can take to curb agent “avoidance” behavior and reduce absenteeism? Take a look at a few different approaches.
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Win the Customer
APRIL 27, 2015
Have you ever called to speak to a customer service representative who didn’t listen to your problem? Did it sound like the customer support person was reading answers off a page and wouldn’t let you get a word in edgewise? Was your legitimate complaint transferred from one office to another while you were on hold […].
Customers That Stick
APRIL 28, 2015
The big day is finally here! Today is the official launch of Be Your Customer’s Hero. To celebrate the launch and to try to work our way onto Amazon’s bestseller lists, we are offering incentives if you purchase multiple copies of Be Your Customer’s Hero in the next three days. The breakdown below shows you the levels and the gifts! Spaces between bullets show anything that’s different from the level above it.
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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.
ijgolding
APRIL 29, 2015
One year ago I wrote a blog post about leadership. It was a delight to write with great clarity about how an organisation had achieved remarkable things through strong, committed, innovative, focused and inspirational leadership. I was using this organisation as a model example of how leadership can deliver success to a business and inspire its employees and ‘customers’ to become even stronger advocates or ‘fans’ of the organisation.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Beyond Philosophy
APRIL 15, 2015
'Seventeen years after the prophetic Pine & Gilmore book and HBR article “ Welcome to the Experience Economy ” published, we see their concepts gaining momentum. In the past, companies embracing the concept were the exception; now embracing the Experience Economy is the rule. In other words, the idea of the Experience Economy is not just for organizations like Disney, Apple, and the Rainforest Café any more.
Callminer
APRIL 12, 2015
Learn how contact center analytics can help develop the big picture of customer interactions and improve the customer experience. Read more.
Win the Customer
APRIL 2, 2015
'Twitter is an absolute essential for connecting with customers and clients in today’s competitive business environment. According to a 2014 study conducted by the University of Massachusetts Dartmouth, 83 percent of Fortune 500 companies maintain active Twitter accounts. The most successful of these businesses carefully craft tweets capable of building an engaged community.
Contact Center Pipeline
APRIL 30, 2015
In early April, interest in agent development rose to the top of the charts on the Pipeline blog—from insights about ensuring that the right agents are promoted into leadership roles to feedback about how much ongoing training agents currently receive. Other top topics included how to calculate fully loaded staff, how to use speech analytics […].
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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.
PeopleMetrics
APRIL 9, 2015
'Have you heard of the Iceberg Theory? It stems from the writing style of Ernest Hemingway, who believed the underlying meaning of stories shouldn’t be visible on the surface. In this post, we’ll talk about how that theory applies to customer experience. Let''s dive in. What Lies Beneath. The Iceberg Theory is similar to another premise in design that argues good design is 99% invisible.
ClearAction
APRIL 3, 2015
Why Customer Experience Excellence Requires HR Engagement. People are at the center of providing or receiving customer experiences. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged customers. So, it stands to reason that Human Resources (HR) departments have great potential to influence customer experience (CX).
Beyond Philosophy
APRIL 14, 2015
'Getting the CEO’s support for any initiative is vital, but how do you tell whether his or her commitment is genuine? Over the 13 years I worked on Customer Experience, I learned the tell-tale signs of authentic commitment. Here is my check list of ways to see if your CEO is committed to your initiative. How to Check the Commitment of Your CEO: Count the number of times the CEO mentions Customers in any communication.
Callminer
APRIL 16, 2015
Using speech analytics to improve the compliance of your call center can save you money and help you avoid fines
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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
APRIL 13, 2015
'Customers today don’t just want more from their products and service providers, expectations really are higher than they’ve ever been. In a recent report by McKinsey, researchers pointed out that nearly 70% of the overall customer experience from a purchase is based on how customers feel they’re treated throughout the purchase process.
Contact Center Pipeline
APRIL 29, 2015
Which types of contact center training produce the best ROI? In our recent Contact Center Training Special Issue, we asked experts from the leading contact center training providers for their views. Here is what Nina Kawalek, Chief Executive Officer of the RCCSP Professional Education Alliance, had to say. Sometimes the best ROI is the one […].
Kristina Evey
APRIL 28, 2015
“I’d kill to have a golf swing like that!”. “I’d do ANYTHING to lift that much weight and look like that!”. We’ve all heard, and made, statements like this about something in either our personal or professional lives. But really, we are all a bunch of liars. Committed to Service. Yes, that sounds extreme, but let me explain… I’ll tie this in to Customer Service and the Customer Experience quickly.
PeopleMetrics
APRIL 24, 2015
In working with CultureMetrics clients, we’ve found the common painpoint for many companies is the “How We Work Together” dimension. It’s not hard to understand why. Inside the walls, cubicle to cubicle, department to department—there are an awful lot of internal interactions to get right. But if we want to improve how we move customers through our businesses, then we need to focus on how we work together.
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!
Beyond Philosophy
APRIL 27, 2015
I had achieved my goal. I had “made it” by corporate standards. I was a senior executive with a big corner office and a big salary to match. Over 3,500 people reported to me globally, and I had a budget of millions to “improve the Customer Experience.”. So with all of these great things going in my career, why did I want to leave? It’s simple, really.
Andrew Mcfarland
APRIL 14, 2015
'I heard recently that April is Customer Loyalty Month. Perhaps this has always been the case and I am discovering it late. Regardless, let me go on record as saying that declaring April as Customer Loyalty Month is counterproductive. Instead, customer loyalty should coincide with Children’s Day. Let me explain. It must be universal [.].
Sampson Lee
APRIL 19, 2015
'On a typical summer day in Hong Kong, the weather is hot and humid with lots of sunshine. I take the subway to a business meeting and when I come out of the station, a sudden and heavy rainfall has.
Contact Center Pipeline
APRIL 28, 2015
Post-transaction surveys provide a customer-centric view of when first-contact resolution (FCR) has been achieved. But even with customer surveys, the most common methods often result in companies reporting inflated FCR rates—10% higher, on average, says Mark Miller, senior director of Contact Center Solutions for J.D. Power. Many contact centers create a false sense of their […].
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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.
Kristina Evey
APRIL 1, 2015
'Compliments are always good, right? Especially a compliment given to an employee for delivering good customer service, right? Actually…. no. I’ll explain. I once worked with a company in which the Director of the Customer Relations department would walk through the department and say “You guys are Rockstars!” When an employee would speak with him privately, he would discuss their issue and upon leaving would say “You’re a Rockstar!”.
PeopleMetrics
APRIL 1, 2015
'Before you implement a Voice of the Customer solution , it''s important to set yourself up for success. Organizational awareness and adoption are necessary for it to take hold. Voice of the Customer software rollout is an exercise in change management—in leading the human side of change. As in any management situation, it helps to have a structured process to achieve your desired outcome.
Beyond Philosophy
APRIL 23, 2015
Two billion people now use smart phones, and in America, for at least two hours a day. Many Customers only Customer Experience with you might be a Mobile Experience. How will they feel about yours? What does your app say about you? The Economist’s recent article, “ Planet of the phones ” describes the smartphone as the defining technology of the 21st Century.
ijgolding
APRIL 15, 2015
'Last week I made a telephone call to my bank. A routine query, I chose to pick up the phone and call with my question, rather than use any other channel open to me. Having gone through the usual number selection process (or IVR as it is known technically), I was connected to a human. […].
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.
ClearAction
APRIL 18, 2015
How Human Resources Can Add Value to Customer Experience Excellence. Customer experience (CX) is all about people getting what they need in their lives. People in your company are central to designing and delivering great customer experiences. So Human Resources (HR) departments can make a big difference is helping companies achieve CX goals, as we discussed in Part 1 of this article: Seeing HR’s work within the bigger picture of external customers’ needs.
Contact Center Pipeline
APRIL 24, 2015
“Congratulations! You have been promoted to acting supervisor.” It was 1993 when my manager pulled me aside and gave me the good news. I was thrilled at the chance to lead a contact center group, but I was also nervous. I was a top-performing agent, but I had never managed staff until now. Unfortunately, there […].
Andrew Mcfarland
APRIL 1, 2015
'Readers who have even a casual interest in customer service are well aware that customer service is terrible worldwide. What no one seems willing to admit or address is that the main reason service is so poor is because of customers themselves. Customers seem to have abdicated their responsibility in the relationship. They seem to [.].
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