Beyond Philosophy
OCTOBER 9, 2015
Big data is the gigantic data sets whose analysis could reveal predictions of human behavior. Big data is big news. If we can predict what people will do in a given situation, we can create situations that get them to do what we want. But Big data is only showing us a part of the big picture. The biggest part, WHY people do what they do is, as of yet, missing from Big Data.
Steve DiGioia
OCTOBER 29, 2015
that's YOUR problem, not mine! This original article was written by Steve DiGioia. Have you ever walked into a store or been a guest at a hotel and had a problem that was “out of the ordinary”? Of course you have, it has happened to many of us. It may be that the store “sale” was over and you wanted to return a product for credit or your room was not exactly to your liking.
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Callminer
OCTOBER 29, 2015
Today’s customer-centric marketplace demands that contact centers drive customer engagement optimization at every stage of the customer journey. Read how in CallMiner’s latest blog post.
Customers That Stick
OCTOBER 1, 2015
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Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.
Joe Rawlinson
OCTOBER 28, 2015
There are a number of tried and true methods that help business owners keep and attract customers. One of the most current and prominent marketing trends is minimalism. This concept can be applied to your business through website design, marketing campaigns as well as the way you publish information about your products or services. Minimalist marketing messages capture and retain your audience’s attention, as they provide a concise and clear message they will remember.
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
OCTOBER 1, 2015
If you had the choice of doing something the easy way or the hard way, and you didn’t have to do anything morally, ethically, or legally wrong to do it the easy way, which would you choose? My guess is the majority of you would say take the easy way. I certainly would. When it comes to brands and their related experience, it’s critical that you KISS it.
Steve DiGioia
OCTOBER 22, 2015
what sets you apart from the competition? This original article was written by Steve DiGioia. When I was just a young lad I remember when my mother bought her first car, a 1970 Ford Maverick. It was white with a red plaid “Landau” roof; just a fancy term for a car roof style with a layer of vinyl. Note: Remember years ago when all those monkeys were ripping off and eating the Landau roofs from the cars in Great Adventure Amusement Park in New Jersey?
Callminer
OCTOBER 22, 2015
Customer engagement analytics is critical to understanding the complete customer journey and improving the customer experience overall. Read how in CallMiner’s latest blog post.
Customers That Stick
OCTOBER 7, 2015
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Joe Rawlinson
OCTOBER 14, 2015
Sales are hard to make for even many established companies, and for newer businesses or those with only a small profile in the market, they can be the difference between sink or swim. But before you can even make sales, you need to identify who exactly is interested in your product or service. Figuring this out seems simple, but truly identifying a customer base is one step too many companies overlook — and come to regret.
Win the Customer
OCTOBER 25, 2015
The right person will build upon what you’ve created, but the wrong person can bring it all down very quickly – and culture can take an awfully long time to rebuild, “Ensuring that someone else can eventually run the business that you’re building depends on one key thing,” according to Richard Branson, “whether or not you find […].
Beyond Philosophy
OCTOBER 6, 2015
I find it beyond belief how large organizations can cheat and lie to their Customers. Maybe it’s because I’m becoming old or maybe it’s just because it is happening more. Skechers lied to us that if we wore their (weird-looking) Shape-up shoes that we could get in shape without setting foot in a gym. BP lied about their compliance with safety regulations for their off shore Oil operations; a lie that resulted in 70 million gallons of oil spilled into the Gulf of Mexico.
Steve DiGioia
OCTOBER 2, 2015
why do they do things like this? This original article was written by Steve DiGioia. That’s not the way it’s supposed to be? Why do we need to do this? I can’t work this way. What’s wrong with this company? How many times have you heard a newly-hired person say things like this? They come to their new job with rose-colored glasses and all of a sudden think that their new company does everything wrong.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Callminer
OCTOBER 13, 2015
Companies need to be prioritizing the customer experience in order to compete in today’s increasingly consumer-driven marketplace. Here’s how to do it.
Customers That Stick
OCTOBER 27, 2015
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Kayako
OCTOBER 23, 2015
We’re giving away a ticket to UserConf San Francisco and copies of Sarah Hatter’s book The Customer Support Handbook. Don’t miss your chance to win this amazing prize! Read this post to find out how you can enter. We were recently joined by CoSupport founder, UserConf host, and all-round lovely lady Sarah Hatter for a webinar about common mistakes that support teams make.
Win the Customer
OCTOBER 30, 2015
Attracting new customers is expensive and difficult. Today, competing for new customers is just part of operating in virtually any industry. No matter what you do, you’re going to have to battle for new customers. Being able to maintain those customers you’ve worked so hard to win over is a critical on-going strategy to any organization that […].
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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
Beyond Philosophy
OCTOBER 22, 2015
Science has begun to predict the intensity of emotions in others with accuracy. This fact is important because when you can predict emotions, you can also plan for them in your Customer Experience. Why do we need to plan for emotions? Simply put, because then we can manage them in others when necessary. Over 50% of any Customer Experience behavior is driven by emotions.
Steve DiGioia
OCTOBER 12, 2015
I'm tired of your poor service This original article was written by Steve DiGioia. Ah, a leisurely lunchtime meal at my local family-themed restaurant (no need to mention the name, but the story is true). I had high hopes that were dashed before I even sat down , here’s my story. As we frequently do my wife and I stopped into our local restaurant for a quick lunch just before we were to pick up our kids from school.
Callminer
OCTOBER 1, 2015
Customer experience isn’t just important in 2015 – it’s critical. CallMiner’s latest blog highlights 5 must-read research reports on CX this year.
Customers That Stick
OCTOBER 22, 2015
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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
ijgolding
OCTOBER 28, 2015
One of the six competencies required in the armory of all Customer Experience Professionals is defined by the Customer Experience Professionals Association (CXPA) as ‘Experience Improvement & Design’ To become a Certified Customer Experience Professional (CCXP), you would need to have knowledge of the following: Design thinking and customer co-creation approaches.
Win the Customer
OCTOBER 27, 2015
Getting people motivated to serve customers and consistently deliver exceptional customer experiences can be one of the most daunting challenges for any CX leader or service agent. In this infographic, we take a look at 75 customer service quotes and ideas that are uniquely designed to motivate and inspire you and your organization to focus […].
Beyond Philosophy
OCTOBER 20, 2015
There are a lot of elements that must come together brilliantly for an experience to be perfect. One essential element often neglected, but essential is the training of your Customer-facing teams. In my view, there is a great lack of training on soft skills with Customers and when there is training available it is too basic and not frequent enough. There are, however, three major things your training must address to be successful.
Steve DiGioia
OCTOBER 8, 2015
Guest Post by Tal Schnall - Leadership and Customer Service Mentor This original article was written by Steve DiGioia. Today’s guest post is by Tal Schnall. With 20 years of hospitality experience he writes about what ‘true leaders’ can do to provide great customer service. Thanks Tal. Creating a service culture in your organization is not a one-time, skills-training event.
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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.
Kayako
OCTOBER 22, 2015
Every customer support manager needs to be able to trust the members of their team. In order to do so, your team need to show that they’re capable of delivering results without feeling burnt out , unmotivated or frustrated. If they are, you’re not supporting them right, and you’ll inevitably start to notice poor performance and potentially lose some great team members in the process.
Contact Center Pipeline
OCTOBER 20, 2015
Most centers have done an admirable job providing options for customers to self-serve. In fact, they’d love it if customers could handle all of their service needs using automated tools. Yet there remains a host of circumstances in which the need for dialog remains strong. Whether customers opt for assisted service or land there after […].
Peter Lavers
OCTOBER 15, 2015
Doug Leather’s master class on Customer Centricity really caused an impact in June at Twickenham Stadium. The key outcomes from the day were: A deep understanding of what customer centricity really is. Why it’s important for the company to want to deliver sustainable and superior business performance in the 21st Century. A holistic view of the complexity of customer centricity and the business model required for systems thinking approach.
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