Beyond Philosophy
JULY 11, 2016
In case you missed it, the world has gone online! If you haven’t gone online with your Customer Experience, too, it’s time. To be honest, if you haven’t begun, you’re late. The digital transformation of your present Customer Experience is long overdue. Consider this graph of which devices customers use at home: Nearly everyone has a computer or smartphone, and close to three quarters have a tablet.
ShepHyken
JULY 20, 2016
Business Strategy. Not all hotdogs are the same. I love a good hotdog. Since I was a little boy, I can remember my parents taking me to the ball game and having a delicious hot dog. I also remember some family barbecues where we had those fancy big thick kosher hot dogs. It took a while, but I eventually developed a taste for the fancier hot dogs. Well recently I took a liking to a Chicago style hot dog.
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Callminer
JULY 10, 2016
Five days of inspirational, educational, customer-oriented keynotes, sessions, demos, and more designed to help companies deliver exceptional customer service.
Steve DiGioia
JULY 11, 2016
This original article was written by Steve DiGioia. A touch of independence mixed with patience, possessing a definite superiority complex and territorial. These are some characteristics associated with the common house cat. But what if we in the customer service industry held these same traits dear to our heart? My cat is not responsible for anyone other than herself.
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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
JULY 13, 2016
Being a contact center leader is a demanding job. You have a large number of people to lead. You have an overwhelming array of statistical performance measurements to track and analyze, such as average handle time, schedule adherence, personnel budgets, workforce management, voice of the customer tracking, etc. You also need to keep your department […].
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
JULY 25, 2016
The other day, I walked into a coffee shop that smelled like a damp basement. It only took me a couple of minutes to decide that I didn’t really want coffee after all. That same week, I was walking through an airport when I smelled the aroma of hot cinnamon rolls. Cinnabon was calling me. Even though I wasn’t hungry, I wanted one of their hot, gooey, calorie-laden treats.
ShepHyken
JULY 13, 2016
Customer Experience. We had a reservation Friday night at a restaurant for 7:30. We arrived on time, if not a few minutes early. There were two tables that were available, right in the middle of the restaurant. However, the hostess was looking in other parts of the restaurant. I pointed at one of the open tables and asked if we could sit there. She said, “No.
Callminer
JULY 28, 2016
More executives are turning to advanced analytics to measure customer and agent interactions and ensure their call centers are performing at a high level.
Steve DiGioia
JULY 25, 2016
because when you prepare well calmness will take over. This original article was written by Steve DiGioia. It takes much to be successful in the customer service industry. Today’s shoppers are a hardened bunch. More than ever before they are knowledgeable, deliberate in their price negotiations and not afraid to uphold their expectations. Do you have customer service courage?
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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.
Contact Center Pipeline
JULY 29, 2016
July was a busy month with lots of activity on the Pipeline blog. The top topics on contact center folks’ summer reading lists included useful tips on how to become a better leader; coaching advice for frontline leaders; interesting findings on contact center workplace environment policies; insights on how good intentions can backfire when providing […].
Peter Lavers
JULY 19, 2016
Nedbank Retail, one of South Africa’s leading banks, has appointed WCL Customer Management Ltd to co-create its Treating Customers Fairly (TCF) deployment model in advance of TCF legislation due to be promulgated in 2017. In doing so they are showing their leadership as a customer centric bank, because ultimately TCF is all about Customer Experience rather than Compliance.
Beyond Philosophy
JULY 18, 2016
Many of you will have seen this video of a little girl whose parents surprised her with a new doll? The doll is special because it has a prosthetic leg – just like its recipient. It’s hard not to get choked up as you watch her burst into tears as she hugs her new friend for the first time. The girl’s parents posted the video on Facebook and it quickly went viral.
ShepHyken
JULY 29, 2016
This week on our Friends on Friday guest blog post my colleague, Ross Clurman, writes about how important it is to personalize the customer service experience. Regardless of the type of business you are in, there is always an opportunity to personalize the customer experience. – Shep Hyken. One of the most-important factors in providing an exceptional customer service experience is personalizing each and every touchpoint between you (the business or service provider) and your customers.
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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.
Callminer
JULY 29, 2016
The post Top 3 Reasons Your Call Center Needs Customer Engagement Analytics appeared first on CallMiner.
Steve DiGioia
JULY 18, 2016
your apologies only go so far This original article was written by Steve DiGioia. While driving home late one night from work I stopped into a Wendy’s Restaurant for a quick meal. I hand over my credit card for payment; it’s denied. What, how can that be? A few minutes later my wife calls me to say that she just got a call from the credit card company, the bank, saying they want to speak to me about the card.
Contact Center Pipeline
JULY 28, 2016
Congratulations to Andrew White, Assistant Branch Manager, Farmington Bank—winner of Contact Center Pipeline’s drawing at the Northeast Contact Center Forum’s 15th Annual Conference & Expo at Gillette Stadium on June 14, 2016. We asked Andrew to share a couple of tips on contact center management and his thoughts about what motivates him on a daily […].
Peter Lavers
JULY 13, 2016
This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. There are 10 statements to agree or disagree with that could relate to the issues faced. Respondents are asked how well each statement describes their business, and the second most agreed with statement is: “My company suffers from customer programmes or ini
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
JULY 6, 2016
As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. Three Truths Every Marketer Should Know about CX in China. China is still in the early stages of Customer Experience discovery. China sees us as the thought leadership of Customer Experience.
ShepHyken
JULY 6, 2016
Competitive Strategy. What is one of the most valuable commodities in the world? Time! There is an old saying that goes something like this: “If you build a better mousetrap, the world will beat a path to your door.” This is often attributed to Ralph Waldo Emerson and the concept of a better mousetrap is a great metaphor for a reason to continuously innovate.
Customers That Stick
JULY 17, 2016
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Steve DiGioia
JULY 4, 2016
the almighty dollar was not the driving force for every transaction This original article was written by Steve DiGioia. I remember the local hardware store when I was a kid. It was owned by a wonderful man that would go out of his way to assist you with finding anything in the store as well as provide you with general fix-it knowledge. He understood how to build a business.
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Contact Center Pipeline
JULY 27, 2016
Humans learn things in a variety of ways that span the range from formal to accidental. School is a formal way to learn. There are informal occasions for learning that arise from our daily lives. And then there is learning that we acquire through trial and error. We try something on purpose and see how […].
Win the Customer
JULY 13, 2016
Marks & Spenser, the U.K.’s largest chain store, has decided to stop playing music in its stores following feedback from customers, the retailer announced at the end of May 2016. For the past 10 years, M&S had been playing piped music in its 852 stores, following the example of many other retailers. Complaints from customers and anti-noise groups, coupled with extensive research, prompted the policy change.
Beyond Philosophy
JULY 27, 2016
We see this all the time in our Customer Experience consultancy: We come in with a Customer Experience program that we want to deliver. We have detailed emotional outcomes that we have orchestrated deliberately and meticulously. We give it to the customer-facing teams…. …and then, they carry on doing what they always did! Why do they keep doing the same things?
ShepHyken
JULY 26, 2016
Annette Franz Reveals the 7 Deadly Sins. of Customer Service. Shep Hyken speaks with customer experience expert, Vice President of Client Experience at Compellon and author of the popular blog CX Journey™, Annette Franz. In this high-content packed interview, they discuss seven deadly “sins” of the customer experience. Annette shares tips that can help you prevent some of these deadly sins.
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.
C3Centricity
JULY 2, 2016
Your brand is not what you think it is! It is what your customers think it is; its brand image, personality and its value to them. I was lecturing at Miami University a couple of weeks ago on brand image and personality. These are two vital elements of branding. They need to be clear and [.]. The post What Every Marketer Needs to Know about Brand Image, Equity, Personality & Archetypes appeared first on C3Centricity.
ijgolding
JULY 18, 2016
Before I start this post, I must first make a couple of sincere apologies. As a result of travelling a great deal, I often write about my experiences of doing so. Some of the best and worst experiences I have ever had have been whilst travelling. I acknowledge how lucky I am to go to the places I do and want to apologise to those who tire of reading about my highs and lows around the world.
Contact Center Pipeline
JULY 26, 2016
You likely run targeted marketing campaigns, have multiple levels of products, and offer different sales terms to meet the variety of needs of your customers. Why offer so many choices? A one-size-fits-all approach to business rarely works. Yet, most companies still operate their contact centers with cookie-cutter processes. With customers’ increasing expectations, it has become […].
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