Beyond Philosophy
JULY 30, 2015
Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Why? Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend. The message you send will communicate how you are as an organization.
Steve DiGioia
JULY 22, 2015
This original article was written by Steve DiGioia. Regardless of your business, there will be the inevitable situation where a customer is dissatisfied with your product or service. It is something we never want to deal with but know that we must. In a perfect world, our product or service is everything our customers expect, everything they thought it would be.
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Callminer
JULY 16, 2015
CallMiner speech analytics helps organizations across industries reduce costs & improve contact center efficiency. Read more about how with our case study examples.
CCNG
JULY 7, 2015
In our previous post, we reviewed the keys to being an effective communicator. We start with a foundation of respect, empathy, reliability, responsiveness, and assurance.
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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.
Peter Lavers
JULY 7, 2015
I was recently posed a thought-provoking question about how to extend “customer centricity” into the operations of large organisations. It’s one thing to talk strategically about the subject but it’s another thing completely to engender a real passion for the customer experience amongst the staff who are often tactically managed (even outsourced) and the least well paid in the business.
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 28, 2015
Brands are a fluid concept that can be destroyed in an instant. Brands make promises that should be kept by the people that deliver the experience. When the brand experience falls short of the promise, Customers feel disappointed, frustrated, and frankly, hacked off! For example, I recently purchased my new car. Having seen the adverts, undertaking the research online, and comparing various reviews, I narrowed my choices between a GMC Yukon or a Lincoln Navigator.
Steve DiGioia
JULY 24, 2015
This original article was written by Steve DiGioia. At times we act as if we are in a vacuum, all by our self, no one’s around. We are invisible. No one’s watching me…well, are they? You’d be surprised how many eyes are on us while we work. “People watching” it’s called and it happens all the time. Especially to those in the customer […].
Customers That Stick
JULY 15, 2015
I needed to get some routine blood work done a few weeks ago, and the doctor recommended that I use the hospital network his practice was affiliated with. My schedule was packed and the hospital was not close, so I found a major testing company that was closer to home and gave them a call. Bad Systems. I was greeted by an Interactive Voice Response (IVR) system — nothing wrong with that, at first — but the IVR only gave me two choices: book the appointment using the phone keypad or book online.
Win the Customer
JULY 10, 2015
Organizations today are facing a fundamental change in how customer experiences and service interactions take place. Customers today are more empowers, and infinitely more informed in the decisions they make regarding products and services. As more and more customers turn to online and social as part of their product and service discovery, social channels will […].
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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.
Peter Lavers
JULY 7, 2015
“Customer Centricity is the eco-system and operating model that enables an organisation to design and deliver a unique and distinctive customer experience”. Doug Leather. A group of people representing some of the best brands in Europe gathered at Twickenham Stadium on a warm June day for a special masterclass focused “customer centricity” in companies that are primarily business-to-consumer (B2C).
Contact Center Pipeline
JULY 31, 2015
Our top blog post in July offered insights from AllStaff’s Eric Berg about customers’ views of offshore contact centers—why offshore centers have an image problem and the impact on Customer Effort Scores. Other hot topics for the month included omnichannel strategy, contact center metrics and employee engagement. Customer Perception: Offshore vs. America In the course […].
Beyond Philosophy
JULY 5, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.
Steve DiGioia
JULY 15, 2015
This original article was written by Steve DiGioia. Customer service is many things; the way you make the customer feel, the way you show appreciation for their business and the way you assist and anticipate their needs. But it is much more than that… One last thought… Customer service is the cheerful giving of attention.Click To Tweet So, how do YOU define customer […].
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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.
Vonage
JULY 27, 2015
The technology sector is fast-paced, with many businesses expanding rapidly. Add to that, the complex nature of many technology companies’ product or service and providing customer support in this sector can be a challenge. Here are six of the most common issues which prevent technology businesses from delivering an outstanding service – and how we’ve helped our customers overcome them.
Win the Customer
JULY 25, 2015
When things go wrong, customers need access to resources or solutions from customer service. This is when organizations really differentiate in terms of their customer service experience. Customers often need more than just a product or service. When there are questions or when things go wrong, customer need resources for help or access to solutions […].
Peter Lavers
JULY 8, 2015
WCL Customer Management is delighted to support Hello Customer for a breakfast seminar on September 10th with guest speaker, Daragh Kelly, Customer Intelligence Director at SKY IQ. Date: Thursday 10th September 2015. Time: 7am – 10am. Click here to register. Hello Good Morning wants to get you cracking, beyond the hypes and overly inspirational content that is flooding the scene.
Contact Center Pipeline
JULY 30, 2015
In The 7 Habits of Highly Effective People, Stephen Covey articulates this habit so clearly when he asks the reader to picture … their own funeral. He describes the setting and the speakers, one from each area of the reader’s life. He asks: What would you like each of these speakers to say about you […].
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!
Return Customer
JULY 8, 2015
Millennials are estimated to have a combined purchasing power of $2.45 trillion globally this year. It is only fair that they expect retailers to try and understand what they want. Millennials spend a great part of their time on the internet, not just to learn, communicate and organise their social lives but to shop too. And for retailers, this means understanding more about how to engage with this demographic and working out what they require from a shopping experience.
Steve DiGioia
JULY 6, 2015
This original article was written by Steve DiGioia. Are you a positive influence or one of negativity? Do you sugar-coat things or get straight to the point? Is your glass half full or half empty? Much can, and has, been said about the best way of approaching a situation or a way of doing business that can be stressful for many. We all […]. The post The 2 Best Ways to Stand Out From The Crowd appeared first on Steve DiGioia and was written by Steve DiGioia.
PeopleMetrics
JULY 31, 2015
If you can tell, we’re fans of using feedback in your customer experience strategy. It helps you gain perspective. It helps you keep tabs on your experience. It gives you emotional snapshots of your company’s touchpoints. However, when thinking about collecting feedback on the customer experience, we can limit ourselves to considering feedback from customers.
Win the Customer
JULY 11, 2015
To design and deploy services, it’s crucial to have both customer experience journey maps for vision and customer service blueprints for process development. In a recent post, the team at Cooper dove into the differences between customer experience journey maps and customer service blueprints. Customer experience and customer service often are used interchangeably, but the […].
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ijgolding
JULY 1, 2015
When I became an independent Customer Experience Specialist in 2012, I could scarcely have imagined where my chosen career, my passion, would take me. As of today, I have visited 23 different countries all over the globe – talking about; teaching; consulting; guiding; and sharing thoughts, experiences, knowledge, tools and techniques on the profession that Customer Experience has become.
Contact Center Pipeline
JULY 29, 2015
As many of the discussions at Engage 2015, Verint’s Global Customer Conference, highlighted, analytics provides valuable insights into customers’ needs and expectations. To really delve into the “why” behind their actions, it can be helpful to provide customers with multiple methods for providing feedback. I met with Nancy Porte, VP of Global Customer Experience, at […].
Andrew Mcfarland
JULY 28, 2015
Too many customer experience (CX) initiatives never get funded because they miss the point. Too many people mistakenly advocate for improving the customer experience, enhancing customer service or boosting customer satisfaction. To get traction in your organization, you’ll have to make the conversation about business value. By avoiding the business value of CX initiatives, [.].
Steve DiGioia
JULY 27, 2015
This original article was written by Steve DiGioia. We all have read, or written, about the lack of quality customer service in today’s marketplace. Whether it’s because of lack of staff training, poor morale, changing work ethics or a multitude of other reasons, it is a fact that service has changed. It’s even hard enough to get a positive response or recognition from […].
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.
Vonage
JULY 21, 2015
There’s something about a good quote that makes it “stick”. It can be a timeless truth about human nature, an idea that sums up the age we live in, or just a simple fact of life. And often, the quotes that stick speak louder than statistics. Facts and figures only tell part of the story, but words can sum up an idea perfectly. Here are some of best quotes about customer service – and how you can act on them.
Win the Customer
JULY 13, 2015
We’ve all experienced bad customer service. Think of the feeling that was left in us (much like a bad first date). It’s not pleasant. And if you have too many, you’ll quickly develop a poor reputation with those you need the most, your customers. Have you ever been on a date in which you did […].
Provide Support
JULY 6, 2015
In a huge variety of brands offering similar products or services, how do you separate yours from the competition? Since price becomes much less of a deciding factor when choosing between your brand and competitors, caring for your customers and nurturing relationships with them has never been more important in growing a successful business. Zig Ziglar once famously said, “People don’t buy things for logical reasons, they buy for emotional reasons” Statistically, 75% of buying
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