Beyond Philosophy
JUNE 21, 2015
Richard Branson, Founder of Virgin Group, led the charge for better parental leave benefits this week for his employees. The new policy at Virgin allows new parents one year of fully paid leave following the birth or adoption of a child. With Virgin’s announcement on Monday, they are one of only a few companies that offer this kind of benefit for its employees.
Callminer
JUNE 25, 2015
Speech analytics shouldn’t be a function of the contact center alone. Take a look at the importance and impact of speech analytics across the enterprise.
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Steve DiGioia
JUNE 19, 2015
This original article was written by Steve DiGioia. As a manager, supervisor or leader of a team or department, we are always right. We always make the correct decisions, we always lead the team in the right direction, and we are the most qualified persons with all the answers. How wrong can this thinking be? Once we believe all this rhetoric we are […].
CCNG
JUNE 1, 2015
Everyone has a story to tell. Everyone you meet knows something you don’t. We invite CCNG members to share their experiences, stories, and expertise in Contact Center Operations, Customer Engagement, and Customer Service.
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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.
Contact Center Pipeline
JUNE 8, 2015
Managing expenses in a contact center is tricky business. We have to remember that the transactions we handle are done in a partnership with our customers, so the changes we make directly impact the customer experience. Yes, there are opportunities to trim costs while also improving contact satisfaction—implementing better self-service options is a great example. […].
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
JUNE 18, 2015
Many of us would like to know the secret to lasting happiness. Everyone has ideas of course, and not a few of them involve material items. But science might prove that it doesn’t. Dr. Thomas Gilovich, a professor at Cornell University, believes that material items might provide happiness—but it doesn’t last. The problem is as soon as we have the item, we slowly get used to having it.
Callminer
JUNE 2, 2015
Research shows outsourced contact centers are on the rise. Take a look at 3 ways your BPO can improve the hiring and onboarding process to get the right kind of talent in place.
Steve DiGioia
JUNE 24, 2015
This original article was written by Steve DiGioia. You’ve experienced it. You come into work with a real big smile on your face and suddenly people respond to you with a smile and seem to treat you better. It’s a well-researched social phenomenon. In fact, just looking at photos of happy-faced people has been shown to make a person’s brain waves go into […].
CCNG
JUNE 1, 2015
Who doesn’t love a good whodunit? As an avid mystery reader, I enjoy the plot twists and turns and characters that flip-flop between villain and hero. The butler did it – no, that’s too obvious – okay, it has to be the shy and beautiful parlor maid; maybe. The discovery of a cryptic scrawled … Continue reading Speech Analytics: Magic, Mystery or Method?
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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.
Win the Customer
JUNE 8, 2015
The call center is evolving. To compete, companies invest in better call center experiences, the right service processes, and system optimization tools. Did you know that almost one in every 25 jobs in the US is within the contact center industry? Pretty thought provoking, huh? But just what does the future hold for the people, […].
Customers That Stick
JUNE 16, 2015
A few weeks ago, I stopped by a big box electronics store to make a quick purchase. I had dropped my wife at an appointment and decided to run a few errands until she was done. In this brief trip, I was reminded of how damaging it can be to ignore customers. I was shopping for a Bluetooth speaker system. I had purchased a larger set of Bluetooth speakers two years ago, as we wanted something loud enough to be used in the back yard.
Beyond Philosophy
JUNE 4, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books.
Callminer
JUNE 30, 2015
How are CallMiner customers using speech technology to offer ongoing training and support to agents? Find out in our latest blog post.
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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.
Steve DiGioia
JUNE 22, 2015
This original article was written by Steve DiGioia. Remember that guy you used to work with years ago, the one that was always “burning the midnight oil”, and the one that was driven like no other and was on a fast track to promotion after promotion? We all knew he would “be the boss” someday. Well it finally happened…he is now “the boss“ […].
CCNG
JUNE 1, 2015
Before I opened a training company, I worked on the frontlines of customer service. I have had positions with direct face-to-face customer service in hospitality, retail, and food and beverage positions. There was a period I answered phones in a call center.
Win the Customer
JUNE 8, 2015
It may be a rather bold statement to say, but I’m just going to put it out there anyway: Every company that relies on customers to purchase their products should strive for wildly happy, exuberant fans of their brand. Yes, every single company that depends on customers to survive. We’re talking about 99% of companies […].
Customers That Stick
JUNE 3, 2015
Now that Be Your Customer’s Hero is on bookstore shelves and being used by frontline customer service professionals across the country (and the world!) to help them deliver Hero-Class® customer experiences, I wanted to take a moment to publicly thank some important friends and colleagues who played a part in HERO. Many of those listed below were listed in the acknowledgements section of Be Your Customer’s Hero , but so much of the work surrounding a book happens after publication tha
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
JUNE 4, 2015
Are you reading this on a mobile device? If all the statistics about mobile technology are true, the answer is likely yes for 70% of you—maybe more! Chances are, 70% or more of your Customers are reading/Googling/posting on mobile devices about your organization, too. What you present to a mobile audience is now the most important part of your online presence.
Joe Rawlinson
JUNE 24, 2015
Looking back at the last few years in marketing, it’s clear that social media brought the most significant change in strategies used by brands to communicate with consumers. Before Facebook or Twitter, brands couldn’t dream of building such close relationships with their audiences or conduct real-time conversations with customers located on the other side of the globe.
Steve DiGioia
JUNE 16, 2015
This original article was written by Steve DiGioia. I used to always keep a bunch of quarters in my car, just in case. In case I ever got stuck, in case I got in an accident, or in case I felt like pulling on the side of the road to call someone. There were pay phones back then… What’s a pay phone you […]. The post Pet Peeve #2 – Not Returning Emails appeared first on Steve DiGioia and was written by Steve DiGioia.
CCNG
JUNE 1, 2015
Many people think effective communication is simply lining up the three primary parts of communication – body language, tone, and the actual words we speak.
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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.
Win the Customer
JUNE 18, 2015
Too often social interactions simply fail to live up to customer expectations. Comments, messages, and other info make a lot of noise, but fail to deliver any real value. Extending the ability to deliver customer service across social channels is a strategic opportunity that more and more organizations are turning to, but some key fundamental challenges must be overcome […].
Contact Center Pipeline
JUNE 26, 2015
In an earlier post, we shared some of the top challenges that contact centers face when transitioning from a multichannel approach to an omnichannel strategy. These include defining what omnichannel is and how it differs from multichannel, figuring out who owns the customer experience within the enterprise, people management issues such as skills development and […].
Beyond Philosophy
JUNE 9, 2015
Ryanair announced this week that they had 66% ($948m) increase in full-year profits. Michael O’Leary credits Ryanair’s Always Getting Better (AGB) Customer experience program as a catalyst for these results. My reaction in a word: Rubbish! Other improved stats for Ryanair attributed to the AGB program include: Passenger traffic increased 11% (90.6m).
Joe Rawlinson
JUNE 17, 2015
Sometimes, business owners feel as though they must prioritize either sales or customer service to the detriment of the other. This doesn’t have to be the case — SalesForce reports that 55 percent of customers would pay more for a product or service if they had a positive customer service experience. Balancing the need for strong sales techniques with quality customer service can be a struggle for many new businesses.
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.
Steve DiGioia
JUNE 28, 2015
This original article was written by Steve DiGioia. We know what we look like. We see ourselves each day, from the bathroom mirror while brushing our teeth, to combing our hair, to one last look at how our clothes fit before we rush out the door to work. But is that how others see us? Here’s what happened to me today… I went […]. The post Do You Have a “Mrs.
HGS
JUNE 17, 2015
Impacts of Healthcare Consumerism: Part 2 The Brave New World of Choice: What You Need to Know. Posted by Krithika Srivats. As we noted in our May 13 post , Part 1 of our series on this topic, healthcare consumerism is stepping up the game for all stakeholders, specifically, buyers who are actively advocating for care and their own health decisions.
Win the Customer
JUNE 22, 2015
With growing online customer numbers and demands, self-service is an untapped option, because hiring additional customer support agents isn’t scalable or financially viable to providing customer success. Summer has barely started and retailers are already beginning to anticipate the back to school season – but are customer support teams ready to scale?
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