Beyond Philosophy

JANUARY 18, 2016

Ever blown it with a Customer? Sure. We all have. Mistakes are part of being human, after all. But hopefully, you learned from it, made your sincere apology, and carried on. Here are 8 big mistakes with Customer Experience that we hope brands learned from: “It’s not the pants, it’s your body type” excuse from Lululemon. Remember when the CEO of Lululemon Chip Wilson said the reason that their pants weren’t wearing well was because the pants weren’t made for all women’s bodies—particularly those

Airlines 274

Airlines Entertainment Banking Consulting 274

Callminer

JANUARY 26, 2016

As recent research shows, the U.S. call center industry is alive and well. According to the data, the industry saw a total of 22,265 new positions added in Q3 2015, minus 5,678 jobs that were cut due to force reductions and closures. What this means is there’s an imperative for call centers to drive operational performance excellence […]. The post 11 Call Center Best Practices You Need to Be Doing Right Now appeared first on CallMiner.

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Best practices Call Center 250

Steve DiGioia

JANUARY 18, 2016

because you may not like the answers This original article was written by Steve DiGioia. Rose-colored glasses. Yes, that what they’re called. I had mine on…bet you did too. I knew I was a still just a junior manager but I walked around like the king. I was the newest big shot. Got things done, yes, that was me! Boss needed a project completed, I was the man.

Morale 0

Morale Feedback Management 0

Contact Center Pipeline

JANUARY 28, 2016

People management was at the top of the Pipeline reading list in January. The most-read posts for the month offered tips to help frontline staff shine in 2016; New Year’s resolutions for managers to engage staff, improve the center’s performance and enhance their own skills; advice for leading your millennial agents; pointers for developing a […].

Management 100

Management Coaching Contact Center Call Center 100

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Contact Center

Peter Lavers

JANUARY 26, 2016

We’re delighted to announce that WCL’s Cross Sector Relationship Marketing and Customer Experience Director, Peter Lavers, has again been recognised as a leading influencer in the field of Customer care and Customer Experience! Click on the image to read the article. The post Peter Lavers features on Vcare’s Top 50 Customer Care Influencers List appeared first on Think CX.

Customer Care 100

Customer Care Marketing Customer Experience Customer centricity 100

Beyond Philosophy

JANUARY 25, 2016

In this series, professionals describe the skills they’re building this year. Read the stories here , then write your own (use #SkillsGap in the body of your post). There is a major skill most organizations lack: Customer centricity. But if you want to remain competitive in today’s economic climate, putting the focus on Customers is imperative to your bottom line.

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Customer centricity Journey mapping Consulting Consulting 273

Callminer

JANUARY 7, 2016

TCPA compliance has increased in importance due to last year’s FCC Declaratory Ruling. Read how TCPA safe harbor and speech analytics can help.

Analytics 182

Analytics 182

Steve DiGioia

JANUARY 4, 2016

and they're watching your employees too! This original article was written by Steve DiGioia. Sitting on that park bench on Sunday afternoon, what are you doing? Reading a book, feeding the birds, eating lunch, talking with a friend or loved one? Or maybe you’re just “people-watching”. We do it all the time. The guy that is pacing around the mall while his wife is clothes shopping, the little old lady sitting in her rocking chair looking out the window, and the school principal walking the courty

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Wait times Accountability Personalization 165

Contact Center Pipeline

JANUARY 27, 2016

How do you begin to translate your company’s brand promise into actions that your frontline agents can carry out? One of the key strategic questions to ask your executive team is, what is the experience that we’re trying to deliver? “It is quite surprising, but most organizations can’t articulate that,” says Colin Shaw, founder and […].

Contact Center 100

Contact Center Call Center Customer Experience 100

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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.

Analytics

Bill Quiseng

JANUARY 10, 2016

This week’s guest post is from leadership consultant and keynote speaker Bill Hogg. I have been an avid reader of his blog where he writes about “the critical relationship between leadership, employee engagement and delivering an exceptional customer experience as a competitive advantage.” So I’m honored that he has offered to share his customer service insight here.

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Consulting Consulting Scripts Employee engagement 97

Customers That Stick

JANUARY 14, 2016

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 98

Customer Service 98

Beyond Philosophy

JANUARY 14, 2016

Isn’t it a company’s first priority not to harm their Customers? I maybe old fashioned but surely ensuring your Customers’ safety is your BIGGEST responsibility as a brand. Apparently, someone should have reminded Fiat Chrysler. Fiat Chrysler was fined $70 Million by the National Highway Traffic Safety Administration (NHTSA). Why? Failing to report fatalities, injuries, and warranty repairs.

Transportation 253

Transportation Consulting Consulting Engineering 253

Callminer

JANUARY 14, 2016

Workforce optimization in the call center can lead to improved agent performance and better interactions with customers. Read more.

Call Center 182

Call Center 182

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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.

Contact Center

Steve DiGioia

JANUARY 14, 2016

that's one of the worst things an employee can say to me. This original article was written by Steve DiGioia. Something happened the other day that reminded me of a time when I was still new in this business. Yes, I didn’t have the 25+ years of experience as I do now but I still had enough under my belt to know what was going on and how to evaluate a department and its staff.

Surveys 160

Surveys Management 160

Contact Center Pipeline

JANUARY 26, 2016

“Plan it, prove it.” I say those words to every client. To me, they define the role of WFM in the contact center. It is my vision of how WFM should work and what WFMers (that’s my term for Workforce management professionals) should focus on every day. The WFM function sits in an uncomfortable position […].

Contact Center 100

Contact Center Management Service level Call Center 100

Joe Rawlinson

JANUARY 27, 2016

With a saturation of marketing and advertising, companies rely more on consumer emotions to sell a product. Between television, radio and the Internet, there are a lot of mediums to lose a message. But these four emotions and strategies are key ways to engage new customers in 2016. Sentimental Marketing. If you took the early Betty Crocker commercials of the 1950s and compared them to advertising in 2015, the differences would be night and day.

Marketing 94

Marketing Advertising contact center solutions Cloud contact 94

Customers That Stick

JANUARY 7, 2016

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 97

Customer Service 97

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!

Customer Experience

Beyond Philosophy

JANUARY 20, 2016

Customer Loyalty is a gold standard for most businesses. There are numerous ways that you earn (and lose) Customer Loyalty. But one way that anyone can do is one of the most effective ways to create a Customer Experience that keeps them coming back for more. Pivoting is a technique well-known by the Public Relations industry. It means changing the direction of the conversation to get back to your core message.

Consulting 250

Consulting Consulting Call Center Customer Experience 250

Win the Customer

JANUARY 15, 2016

Meeting customer expectations is incredibly important for any business that wants to be successful today. It takes careful management and a number of strategies to keep customers satisfied. Unsatisfied customers could potentially harm your business by giving bad reviews or simply stop making purchases. Here are six tips to make sure you are meeting your customers’ expectations.

Surveys 98

Surveys Analytics Feedback Marketing 98

Steve DiGioia

JANUARY 25, 2016

how well did you do in Part 1? This original article was written by Steve DiGioia. Did you ask your employees any of the questions in. You must have the perfect department then, the perfect employees and have nothing to gain by this exercise, so don’t bother with Part 2 – stop reading now. Go back to your cubicle and read the paper. Check on your budget, read your emails, do anything but improve.

Feedback 0

Feedback Management 0

Contact Center Pipeline

JANUARY 21, 2016

In a business sense, culture is defined (by Merriam-Webster) as “the set of shared attitudes, values, goals and practices that characterizes an institution or organization.” But the key to the culture is not simply having a set of core values—it’s the expected behaviors that are attached to those values, says Tim Kuppler, director of culture […].

Contact Center 100

Contact Center Call Center Customer Service 100

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Return Customer

JANUARY 6, 2016

In the last decade, there has been an influx of customer experience platforms that all offer the ability to capture data and give actionable insights to deliver exceptional customer service. Without a doubt, these platforms provide metrics that produce valuable guidance when it comes to customer retention, average handle time, first call resolution , service levels, response times, and even customer churn.

Metrics 89

Metrics Customer Service Average Handle Time Multichannel 89

C3Centricity

JANUARY 15, 2016

Happy New Year to all C³Centricity Readers! First some exciting news for you. We are updating the Members area of our website, with a whole new look and feel. There will also be more content with a great new series of webinars to watch, and new templates, presentations, case studies and videos for you to review and [.]. The post Best Marketing Quotes of 2015 & their Implications for Your Business appeared first on C3Centricity.

Marketing 48

Marketing Customer centricity 48

Beyond Philosophy

JANUARY 27, 2016

More often these days we get calls at our headquarters with Customer Experience champions wondering what happened to the huge gains in their Customer Experience metrics they used to get. The problem is many of them have implemented Customer Experience measures, had great improvements to metrics like their Net Promoter Scores, and then watched the score plateau.

Metrics 236

Metrics Consulting Consulting Customer Experience 236

Win the Customer

JANUARY 20, 2016

Want to turn customers into brand ambassadors? Focus on building customer loyalty. There’s a reason why people tend to trust brand ambassadors more than the brand itself: product or service reviews sound more like testimonials rather than direct advertisements. Thus, to surround their brand with influential representatives, many organizations hire endorsers, who would talk about them in a positive light.

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Brand ambassadors Advertising Marketing Customer Service 95

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 Experience

Steve DiGioia

JANUARY 21, 2016

ever been asked a question from a woman that you were not sure how to answer? This original article was written by Steve DiGioia. Was it her style, flair, mannerism or just her own way of interacting with others that made her unique, or caught you off guard? But what happens when her “style” is not appropriate for the situation? What do we say?

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Personalization Customer Service 138

Contact Center Pipeline

JANUARY 20, 2016

Our coaches occupy the most critical blocks on our organizational charts. Wedged between those who set the policies for handling customers and those who carry out those policies, it is our coaches—supervisors mostly, but also trainers, QA staff and others—who translate objectives to behaviors. This interpretation happens hundreds or possibly thousands of times a day […].

Coaching 100

Coaching Calibration Contact Center Call Center 100

PeopleMetrics

JANUARY 28, 2016

For all its promise, and all its hype, big data has always had one inherent problem. You see, big data is. well, big. And when you're facing something big, you may find it overwhelming. And when you find something overwhelming, you may find yourself in the fetal position. But let’s get you off that cold linoleum floor and discuss how to best use customer feedback.

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Big data Feedback Benchmark Customer centricity 83