Beyond Philosophy
JANUARY 30, 2017
I have lied about this. I’d wager you have, too. Moreover, per Groupon’s latest survey, most people lie about being happy about the gifts they receive at the holidays. When I read this study, I wondered if we lie to people about our gift receiving experience, isn’t it also likely we lie about other experiences too? Does that also mean our customers lie to us about how they feel about their Customer Experience?
Callminer
JANUARY 26, 2017
A Definition of Sentiment Analysis Sentiment analysis is a method for gauging opinions of individuals or groups, such as a segment of a brand’s audience or an individual customer in communication with a customer support representative. Based on a scoring mechanism, sentiment analysis monitors conversations and evaluates language and voice inflections to quantify attitudes, opinions, […].
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ShepHyken
JANUARY 11, 2017
A few weeks ago I had breakfast at one of my favorite places, First Watch. On that particular day I wasn’t that hungry so I ordered just one pancake. Typically, when I add a pancake they charge a dollar. When the server left the check on the table I noticed they charged me five dollars for the pancake. I asked about the high-priced pancake and learned there was as difference between adding a pancake and ordering just one for breakfast.
Steve DiGioia
JANUARY 30, 2017
how create the memorable experience that your customer will hold dear and carry for years to come. This original article was written by Steve DiGioia. After 146 years, the show that has created memories for countless children of all ages will finally come to a close. Ringling Bros. and Barnum & Bailey Circus, citing a “variety of factors” will end its spectacular traveling road show in May of this year.
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AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
CustomerGauge
JANUARY 6, 2017
Following the success of our 20 Customer Experience Influencers to Follow in 2017 article, we decided to prepare you for your Net Promoter Score & Customer Service success. Keeping track of NPS and Customer Service best practices is going to help you accelerate your business growth. With that in mind, we thought it would be extremely […]. The post The Top 15 NPS & Customer Service Thought Leaders to Follow in 2017 appeared first on CustomerGauge.
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
JANUARY 16, 2017
Let’s face it; the holiday season is well over and becoming difficult to even remember. It’s time to get cracking. With a little effort, we should be back on track in no time. If only it were that easy! The truth is the hot mess we return to makes us want to pack up and head right back on holiday. Unfortunately, for the majority of us, this solution isn’t an option.
Callminer
JANUARY 31, 2017
Interactive voice response systems dramatically improve call center efficiency by accurately routing calls to the most appropriate departments or staff.
ShepHyken
JANUARY 17, 2017
Chad Keck Discusses How to Design a Customer Survey Your Customers Will Actually Complete. Some companies follow up a transaction by sending you a lengthy survey that may take five or ten minutes or even longer to complete. In other words, after you have given the company money, it rewards you with a “homework assignment.” There has to be a better way!
Steve DiGioia
JANUARY 23, 2017
This original article was written by Steve DiGioia. A week or so ago I was again taking part in my favorite tweet chat, #custserv , hosted by Marsha Collier , Roy Atkinson , Al Hopper and Greg Ortbach that takes place every Tuesday evenings 9pm ET. During the chat I answered a question as you can see below: A7: One of my easiest ways to train junior managers has been to have them "walk in the customer's shoes".
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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.
Contact Center Pipeline
JANUARY 31, 2017
January was a month of looking ahead, so it’s no surprise that four of the Top 5 most-read posts in recent weeks were about trends, planning and predictions. Check out the links below to read more about the important trends that industry experts see impacting contact centers in the near future, as well as a […].
Peter Lavers
JANUARY 10, 2017
We’re pleased to announce that Peter Lavers will attend the IBM Amplify 2017 conference in Las Vegas in March in his role as a Watson Commerce Futurist. IBM Amplify is the premier Marketing and Commerce conference, featuring practical guidance on how to understand, target, engage and win customers across multiple channels by combining proven best practices with emerging technologies.
Beyond Philosophy
JANUARY 23, 2017
Imagine going on a cruise and having the ship know your every desire – sometimes even before you do. That’s the goal of Carnival Corporation’s new Ocean Medallion technology , a wearable device that will debut on the Regal Princess cruise ship later this year. It follows on the heels of Disney’s MagicBand and a similar device on Royal Caribbean cruises, but it goes even farther in predicting and responding to customer needs and desires.
Callminer
JANUARY 24, 2017
Watch as Jim Rembach from FastLeader.net interviews our own Brian LaRoche at the recent show Call Center Week Winter 2017.
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ShepHyken
JANUARY 4, 2017
To kick off the start of 2017 I could share my “Top Seventeen Ways to Deliver Great Customer Service in 2017.” I’ve done something like that most years. Instead, I’d like to kick off with something a bit more manageable. Not seventeen ideas, but just one. Not only is the focus on one idea, but really it’s just one word. And, that word is… alignment. .
Steve DiGioia
JANUARY 9, 2017
…a tongue-and-cheek look at what customer service might be This original article was written by Steve DiGioia. Year after year we hope service and the customer experience gets better. But great service comes at a cost, a high labor cost that many businesses are not willing or able to pay. So what are their options? Technology, that’s it. Or is it? Chat Bots.
Contact Center Pipeline
JANUARY 26, 2017
Skills-based routing (SBR) is a strategy that provides a contact center flexibility when different skills have different call arrival patterns. SBR also offers tenured agents a welcome variety in their tasks. Our customers benefit, our agents benefit and our organization benefits! It is a win-win-win, right? Not necessarily. Sometimes our efforts to increase overall service […].
Amity
JANUARY 11, 2017
Based in Berlin and San Francisco, test IO pioneered continuous testing for agile software development teams. By connecting its customers with thousands of professional software testers around the world, test IO gives teams near-instant real world test results on any device. Hundreds of customer-obsessed organizations -- and their developers, quality assurance engineers, and product managers -- rely on the power and flexibility of test IO’s self-service platform to ship their software fast
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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.
Beyond Philosophy
JANUARY 9, 2017
The customers have spoken, and they’ve had enough of car dealerships. They’re spending less time talking to salespeople at car lots and more time researching cars online, taking virtual test drives and emailing or texting dealers to find the perfect vehicle. Customers might still visit a dealership or two for a test drive, but they also might just buy the car sight unseen and have it delivered, according to dealers and industry executives who gathered recently for the Tampa International Auto Sh
Callminer
JANUARY 16, 2017
Mini-Miranda is a legal warning debt collectors are required to use at the beginning of communications with consumers, both written and oral.
ShepHyken
JANUARY 27, 2017
This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. – Shep Hyken. Customers don’t want to wait on the phone for the “next available representative” anymore.
Customers That Stick
JANUARY 30, 2017
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
Contact Center Pipeline
JANUARY 25, 2017
January is the toughest time of the year to be a new agent. Early in my career, I worked at a mobile phone company that got hit with sky-high post-holiday call volumes. There were two main reasons customers called to cancel their service at this time. Some people cancelled due to post-holiday belt-tightening. They had […].
aircall
JANUARY 25, 2017
Employees who work remotely perform their professional duties without being present in a physical office. This means working from home, from multiple offices, or from a coworking space. Some telecommuters work remotely every day, some do so infrequently. We put together a list of remote productivity tips to help telecommuters seeking to be more efficient and successful.
Beyond Philosophy
JANUARY 11, 2017
Back in November, Hertz rental car shares fell sharply when the huge rental car company slashed its profit forecast for the year. Hertz (which also owns Dollar and Thrifty) blamed it on vehicle depreciation, but depreciation may be the least of the rental car industry’s worries as we move into 2017. Over the past several months, I’ve become a fan of Uber and Lyft.
Callminer
JANUARY 3, 2017
In a world of uncertainty, being able to make informed decisions in response to changes will be vital to success.
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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.
ShepHyken
JANUARY 18, 2017
Recently one of our subscribers asked me, what traits a person must possess to deliver a good customer service experience. I asked if this was for a customer support rep, and he said no. He was hiring for his IT department. We went back and forth via email, and I thought that a summary of my answer might be worth sharing. First, as you think of traits, you should consider both attitudes and skills.
Customers That Stick
JANUARY 2, 2017
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Contact Center Pipeline
JANUARY 24, 2017
Consider for a moment how much you invest in your agents. Salary and benefit costs are obvious. But don’t forget recruiting, hiring and training. And hardware, software and support costs for desktops and phone systems. And unless you have a remote workforce, you are also paying for rent, furniture, utilities and other facility charges. And […].
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