Beyond Philosophy
FEBRUARY 24, 2016
Changing your culture is never an easy task. Your culture is the way it is because of the way the organization is. So if you are trying to change it, you are going to have challenges—especially if you forget these three essential steps. Incenting the behavior you want to see. Considering the Employee Experience. Remembering your people need your support.
Steve DiGioia
FEBRUARY 2, 2016
you won't be successful without them. This original article was written by Steve DiGioia. The world of business is fraught with a myriad of theories, quotes and snippets of information all designed to help wide-eyed junior entrepreneurs become successful. Then there are the wise sages who are paid handsomely to bestow others with their experience and long-held beliefs.
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Callminer
FEBRUARY 22, 2016
Contact centers face the constant challenge of maximizing payments while staying up to date with compliance rules and regulations. Here’s how collection analytics can help.
Peter Lavers
FEBRUARY 11, 2016
Supermarket giant Tesco has been ordered to make “significant changes” in the way it deals with suppliers after the Groceries Code Adjudicator found that the supermarket had deliberately delayed payments to boost its profits. CEO Dave Lewis accepted the report, apologised, and promised to “reenergise” supplier relationships. (Watch his response by clicking on the image, left).
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AskNicely
FEBRUARY 29, 2016
How can the CEO of a major organization change the company culture in just five minutes a day? A few years ago, I found that I was asking myself the same question. I decided that, although I might not be able to change everything that was wrong with my company in five minutes, I could make things better for one person. I committed myself to personally responding to one customer each day.
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
FEBRUARY 15, 2016
Everyone wants your Customers’ attention. These bids for attention surround us, in the form of advertisements to street signs to the clothes people wear or, in some cases, don’t wear! These ubiquitous pleas for attention can be overwhelming and crowd out your bid for your Customers’ attention. So it’s up to you to cut through the clutter and reach them.
Steve DiGioia
FEBRUARY 22, 2016
there IS a difference? This original article was written by Steve DiGioia. How do you treat the people that enter your place of business? What do you hope to gain from them? Are you more interested in providing value or to just fatten your wallet? Do you treat them as a $$$ sign or just a one-shot deal? Do you treat them as a burden because you will need to deal with their questions?
Callminer
FEBRUARY 16, 2016
It’s helpful to review speech analytics definitions to determine the right solution for your business’ individual needs. Here’s what the experts have to say.
Bill Quiseng
FEBRUARY 1, 2016
This was originally published as a guest post on Shep Hyken’s customer service blog. . There are only two ways to make a profit in business. One way is to increase sales. The other is to reduce costs. Companies have relied on technology to reeduce one of the most expensive costs in any business – human labor. Banks have replaced tellers with ATM’s, direct deposit and internet banking.
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Contact Center Pipeline
FEBRUARY 29, 2016
The top blog posts in February ran the gamut from a look at the “plan it, prove it” concept to explain WFM to execs, insights about the value of NPS and the ways it is used in the contact center, non-financial motivators that can influence agent behaviors, a discussion about the potential that WFM teams […].
Customers That Stick
FEBRUARY 4, 2016
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Beyond Philosophy
FEBRUARY 1, 2016
Do you nudge your customers? Most businesses do, whether they know it or not. A nudge propels a customer toward the behavior you want – whether it’s purchasing a product, signing up for a subscription or making a repeat visit to a retailer. The theory behind a nudge is that positive reinforcement and indirect suggestions can change people’s behavior at least as effectively as rules and instructions.
Steve DiGioia
FEBRUARY 11, 2016
I'm flesh and blood but you're a robot! This original article was written by Steve DiGioia. Too many businesses continue to offer a workplace that leaves no room for the employee’s personality to come through. They’re not robots, you know… They must recite a script written by someone that sits in an office far removed from the customer or by someone that, for years, hasn’t been “on the front lines” with the customers.
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Callminer
FEBRUARY 15, 2016
When utilized effectively, call center analytics can have a big impact on a company’s bottom line.
ClearAction
FEBRUARY 27, 2016
5 Ways to Make Marketing More Strategic Lynn Hunsaker. As Marketing departments take a bigger role in customer experience management, a more holistic perspective allows your company rise to the top of the field. Supporting the entire customer lifecycle, for example, is a goal that most Marketing organizations still grapple with. Everyone acknowledges that customer retention is more cost-effective than acquisition, yet Marketing tends to put the majority of its resources in awareness-building and
Contact Center Pipeline
FEBRUARY 24, 2016
Some of the best lessons about customer service happen when you are the customer. In my case, I spent 20 years as a loyal client of a certain roadside assistance program. However, my new car purchase came with a subscription to a rival roadside assistance program. Despite that perk, I still considered staying with my […].
Win the Customer
FEBRUARY 13, 2016
To innovate and get ahead of competitors and market trends, it’s critical for customer experience leaders to continually evaluate their vision of customer experience and perceive potential technologies that could accelerate the ability to deliver exceptional service experiences. At a recent Opticon conference, Mary Hamilton, Managing Director of Accenture Technology Labs , described the near future where our offerings could be enhanced by sensors, supported by data, and automated to deliv
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Beyond Philosophy
FEBRUARY 29, 2016
Imagine the power of being able to predict your Customers’ behavior. It would mean that you can design an experience that plays into this behavior and creates an excellent Customer Experience that drives $$$ for you. However, reliably predicting your Customers’ behavior is going to be difficult even under the best of circumstances. Often, organizations stymie themselves by making bad assumptions about what is motivating their Customers preferences and choices.
Steve DiGioia
FEBRUARY 25, 2016
one that is still remembered years later. This original article was written by Steve DiGioia. For me it happened about 4 years ago when I got a few days off and took my family to Hershey Park in Pennsylvania. We haven’t been there since my kids were little and now it’s time for THEM to drag ME on to the roller coasters. I’m dating myself since these new-fangled rides are no longer called “roller coasters.” They’re more like “roller flips-you around-unti
Callminer
FEBRUARY 8, 2016
Voice analytics technology may offer considerable business benefits, but many organizations simply don’t know much about it. Here’s a look 5 unknown facts about speech analytics.
Bill Quiseng
FEBRUARY 15, 2016
Recently in a LinkedIn group, one of the members asked the following question: “The global economy is slowing down, but you’ve been asked to do the impossible: Control costs AND improve customer service experience. How can you do it?” While I commented within the group, LinkedIn limited the space allowed for the response so I wanted to elaborate here.
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Contact Center Pipeline
FEBRUARY 23, 2016
While many top-performing contact center agents desire opportunities for growth and development, it doesn’t necessarily mean that they’re cut out to be supervisors or coaches. Even so, in many centers promotions are still based on performance. Putting in place a more stringent selection process for supervisors or team leads can help to identify those top […].
Kayako
FEBRUARY 25, 2016
We’ve taken the scenic route at Kayako: we’ve bootstrapped to more than 120 people. As we’ve grown from 5 to 20 to 50 to 100 and beyond, everything we had learned to get us to each point suddenly stopped cutting it. Stuff we finally thought we had a handle on became obsolete within months. For founders, constant reinvention and relearning is the order of the day.
Beyond Philosophy
FEBRUARY 17, 2016
Conventional wisdom says that a product priced at $99.99 will seem less expensive than a product priced at $100. Researchers have also found that a precise price, like $99.37, is more believable and appears to offer a greater value than a round price like $100. Based on this, you might conclude that round prices – the ones that end in zeros – are always a bad idea.
Steve DiGioia
FEBRUARY 15, 2016
doesn't the buck stop with you? This original article was written by Steve DiGioia. We hire those we expect to help us get better. We want them to be the front line of our business. We put our trust in their efforts to do what is “right” for our customers. But then we fail them … The problems start right at the “orientation phase” Who takes the new employee and immerses them in the “culture of the business”?
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Callminer
FEBRUARY 25, 2016
At a recent event in London, CallMiner CTO, Jeff Gallino, shared advice on how best to achieve ROI from Interaction Analytics. He also shared his insights in an interview with CallCentreHelper. Gallino cited three areas to focus on to realize ROI from Interaction Analytics. Compliance – Mitigating risk by analyzing every interaction. This will allow […].
C3Centricity
FEBRUARY 23, 2016
A longer post than usual this week, but one that will make you smile, if not laugh out loud! It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver true customer service. I can’t understand why any organisation would still have trouble offering [.]. The post The 7 Essential Differences Between Simply Responding to Customers and Providing True Customer Service appeared first on C3Centricity.
Contact Center Pipeline
FEBRUARY 18, 2016
If your livelihood depends on the sales or service of WFM technology, calm down. Despite the title of this article, your occupation is safe. WFM systems are valuable tools and will continue to play an important role in contact centers well into the future. In fact, given the strategy to branch out and serve related […].
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