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In this series, professionals debate the state – and future – of their industry. Read more here , then write your own #MyIndustry post). It’s not as lonely at the top as it once was. Where the standard C-Suite many years ago was a triumvirate of power shared between the CEO, the COO, and the CFO, today there are CIOs and CMOs, too. Now, I propose they make a little more room for the latest addition to the leadership: The Chief Customer Officer (CCO).
you've got big shoes to fill if you want to be the boss This original article was written by Steve DiGioia. They just hired some hotshot new manager…thinks he’s going to shake-up the place. Maybe, maybe not. Only time will tell. He lines his office walls with photos, awards and commendations from local newspapers and businesses. His desk is covered with assorted trinkets and babbles.
It goes without saying there is no one-size-fits-all solution for how to run an efficient call center. While solutions such as speech analytics technology, agent scorecards, and social monitoring can help to improve agent performance and provide for a better customer experience, the fact of the matter is that each individual call center will need […].
This week’s blog post is contributed by a very special guest, actually more like a guest star, Nancy Friedman , better known as “The Telephone Doctor.” The author of the recently published book, Customer Service (finally) Defined – Ideas, Tips, techniques & Skills You Can Use Now and Forever , and eight other books, Nancy is simply one of the best keynote speakers on customer service.
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.
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The rapid migration from the web and PCs to mobile devices in the last decade surprised everyone. As smartphones rapidly became more advanced, users were soon realizing that their phones could be their primary window to the online world. People can now be in touch and up to date through their phone, receiving news, keeping up with social media and even watching their favorite shows.
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The rapid migration from the web and PCs to mobile devices in the last decade surprised everyone. As smartphones rapidly became more advanced, users were soon realizing that their phones could be their primary window to the online world. People can now be in touch and up to date through their phone, receiving news, keeping up with social media and even watching their favorite shows.
There is an old saying that goes, “It’s not personal; it’s just business.” This statement is complete rubbish. I think business is personal, especially when you are trying to build a relationship with your customers. Zig Ziglar, author and renowned speaker, said, “If people like you they’ll listen to you, but if they trust you they’ll do business with you.
you may have your own stuff to talk about but not during working hours. This original article was written by Steve DiGioia. Life has a funny way of throwing us curve balls. Things never seem to go as planned or as we hoped. It’s understandable that we would become discouraged or upset when this happens and take our problems to work. “I’m going to speak with Sheila when I get to work, she is always good with things like this”, you may say.
In 2011, An American Express survey found that Americans tell an average of 9 people about good experiences and 16 people about poor experiences. Today, just five years later, people may still tell an average of 9 people about good experiences, but if they have a bad experience, they can now tell the entire world via social media. We have all seen the word “viral” tagged to a personal story about bad customer service more often than a good one.
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.
Our most-read blog post in March was Kathleen Peterson’s insightful look back at McKinsey & Company’s decade-old research into the impact of Moments of Truth on customer loyalty, and its relevancy in today’s multichannel environment. Other topics of interest to our readers included four pointers on how to extend the value of QM programs; tactics […].
As a consumer, it is a priority for you to have as much information at your disposal before you make a purchase. Buying online has limitations, as you can’t physically see and feel the product you’re browsing. Online shopping never gets old. It’s a great distraction, and no matter what you need (or want), you can find it online. Ebay, Amazon, ASOS, Ali Express – they all exemplify websites that we have grown to depend upon.
It’s an old adage but it’s true: people like to do business with those they know, like and trust. Businesses spend a lot of money and energy chasing that trust through marketing campaigns and slogans. Insurer State Farm advertises that it’s “like a good neighbor,” while one of my local car dealerships runs newspaper ads that say “doing business with integrity for over 59 years!”.
This original article was written by Steve DiGioia. Too many people that are in the position to “greet” people never actually do that. They may say hi or hello but that’s nothing more than an acknowledgement that someone has entered your space. That’s it! Our customers wish to be part of a team and treated warmly like you do at a gathering of friends and associates.
Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
While attracting customers is a challenge, keeping them is just as important. In a world in which churn is a reality, SaaS companies need to be aware about why customers leave so they can develop well-defined strategies and tactics to retain them. In a renewal-based business model, there are three major challenges: Year One. User Adoption. Didn’t deliver.
Despite the growing significance placed on analytics skills and a multichannel orientation for contact center leadership, as well as high demand for management and senior-level executives due to reshoring, findings from TeleManagement Search’s 2016 annual salary report revealed that base salaries for these functions have remained relatively flat, says Connie Caroli, president of the national […].
Not so long ago, I was a complete rookie to the blogging world. When I started to benchmark hosting sites, I felt lost. You know the feeling when you have to choose between many options but you don’t have all the knowledge and understanding to make a sound decision? Horrible. But I had no choice. I needed to select a hosting site to start my blogging adventure.
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.
When Starbucks recently announced changes to its rewards program, Twitter users lashed out at the coffee giant. They complained that the new program, which will award points based on the amount of money spent (rather than on the number of visits to Starbucks) will penalize regular customers who buy only small items, like a brewed coffee. Some vowed to defect to Dunkin’ Donuts.
and don't hold a potential bad review over my head! This original article was written by Steve DiGioia. What do you do when someone threatens you with “ TripAdvisor Blackmail ” by posting a very negative review if you don’t give into their demands, even if they are unreasonable? Even if “the customer is wrong” ? Let’s take a step back for a moment….
I started my career on Wall Street where I spent several years thinking about how to build balanced portfolios of financial securities. One important lesson I learned early on is that the right mix of stocks, bonds, real estate, and other assets is the difference between average and stellar returns. Put differently, the most thoughtfully constructed portfolios generally produce the best return on investment.
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.
As an industry, we have much to offer our communities and the global world of business. Our leadership in customer service practices and technology is a cornerstone of our value portfolio, but it is by no means all we offer. Employment, and lots of it, is another example of a benefit tied to contact centers. […].
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There is a hidden experience every Customer has with you. If you haven’t uncovered what it is, then you are probably making a huge mistake with your Customer Experience. Chances are, you are making more than one. Don’t feel bad. When it comes to having a great Customer Experience, all organizations have made mistakes. It’s normal for this to happen.
yesterday's service awards won't help your upset customer today! This original article was written by Steve DiGioia. The hospitality industry is the most unique in the business world because we don’t sell a product. We sell “ service.”. Whether it’s the hotel rooms, the soothing spa, a great Olympic-sized pool or multiple fantastic restaurants throughout a resort, they mean nothing to the guest if the overall experience is lacking.
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.
In order to drive a better customer experience, call centers must have the proper KPIs in place. CallMiner has outlined some of the best metrics to help guide your organization. Learn more.
Founded in 2009, Vend is a retail POS Software, Inventory Management, E-Commerce & Customer Loyalty for iPad, Mac and PC. Vend helps over 15,000 customers worldwide easily manage and grow their business in the cloud. We sat down with Monique Steele, Director of Customer Success, to discuss how Customer Success has evolved at Vend over the last 3 years.
Berlin Packaging has a long history of business success, which its leaders attribute largely to its focus on employee engagement and a culture of shared commitment to “Being Greater, Faster.” It’s a culture that was developed more than 20 years ago when the company adopted a set of values to govern the employer-employee relationship, says […].
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