Beyond Philosophy
MARCH 20, 2017
Customer-centric organizations are 60% more profitable than non-customer focused organizations (Deloitte and Touche). Forrester Research declares 2017 the year that businesses become customer-obsessed. So what is the secret? Providing ‘value’ to the Customer. However, most organizations are terrible at doing this and particularly bad at articulating it.
ShepHyken
MARCH 8, 2017
Customer service is what I’m all about. It is my life’s mission to help companies create a customer service experience that customers think is amazing. So, I thought it would be nice to own the domain name CustomerService.com. But, surely some company that is totally focused on their customers would already own it. So, I typed the URL into the Internet browser and found out… it was for sale.
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Callminer
MARCH 20, 2017
Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor, and it’s up to you as a manager to cultivate a positive working atmosphere, foster a sense of ownership, and motivate your team to succeed. Of course, technology advances now […]. The post 100 Call Center Management Tips: Expert Insights and Advice for Hiring and Training Call Center Agents, Motivating and Engaging Your Team, Workforce Mana
Contact Center Pipeline
MARCH 16, 2017
My flight just got canceled, and I have to make it home tonight to attend my daughter’s holiday dance recital. Or maybe, after 17 years of paying premiums, I have to file my first claim. Or, maybe my PC is all locked up, and I’ve got a key client deliverable due in two hours. I […].
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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.
Steve DiGioia
MARCH 27, 2017
This original article was written by Steve DiGioia. Following in his father’s footsteps as a baker, and at the age of 23, Armando Leyva and his wife Lorely, started their own bakery business. Still a novice to the bakery world, Armando leaned on his father’s many years of experience as a bread master and, much to his surprise, realized the bakery was much more than just bread.
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
MARCH 27, 2017
Uber’s woes continue to escalate, and the ridesharing company is scrambling to get back on track. A few days ago, company president Jeff Jones decided to quit after just six months on the job. He cited the company’s culture as a reason, saying in a statement to Recode : “the beliefs and approach to leadership that have guided my career are inconsistent with what I saw and experienced at Uber, and I can no longer continue as president of the ride-sharing business.”.
ShepHyken
MARCH 29, 2017
Just last week I attended Social Media Marketing World in San Diego. So, what does a social media marketing conference have to do with customer service? Plenty! It’s been said that customer service is the new marketing. If that is true – and it is – then social media customer service is the updated version of that. And, if you’ve been following my work, you’ve heard me talk or write about how social media is a viable way to deliver amazing customer service.
Callminer
MARCH 10, 2017
Watch our own Brian LaRoche present at the upcoming coming CCW Online Event focused around Customer Experience Game Changers. This event is an online preview to CCW Digital’s premier event, the 18th Annual CCW, taking place June 26-30 at The Mirage in Las Vegas, NV. CCW Online Customer Experience Game Changers “The Efficient vs. The […].
Contact Center Pipeline
MARCH 9, 2017
The home security market has undergone a considerable evolution in recent years. The emergence of smart home technology has introduced a variety of new players to the field—from consumer electronics manufacturers selling do-it-yourself home security products to cable and telecom providers that have expanded home automation packages to include add-on security services.
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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.
Win the Customer
MARCH 8, 2017
In a year of lackluster Super Bowl ads, one brand that stood out was a spot for antioxidant infusion drink Bai Brands, recently acquired by Dr. Pepper Snapple Group. The ad featured Christopher Walken reciting the lyrics for the 2000 N’SYNC hit “Bye Bye Bye,” accompanied by N’SYNC veteran Justin Timberlake looking on quizzically. The commercial combined humor with nostalgia to appeal to multiple demographics, targeting both Generation X audiences old enough to remember Walken in his
360Connext
MARCH 8, 2017
I get a lot of “what a cool job!” when I describe what I do. It sounds so glamorous. And everyone is a customer, so of course I hear about the worst customer service they ever had, or less frequently, the very best they’ve experienced. It is awesome. I love what I do. But as the idea of customer experience takes off, the mythology around it does, too.
Beyond Philosophy
MARCH 22, 2017
To be honest, I’m not lovin’ McDonald’s food! However, I’m lovin’ their plans to overhaul their Customer Experience to regain the 500 million lost customer visits. McDonald’s plan to upgrade to the “Experience of the Future “ has much to teach us all about how to adapt to the changing expectations of today’s discerning (and demanding) customers. McDonald’s rolls out the new experience to 2,500 U.S. locations by fourth quarter 2017.
ShepHyken
MARCH 1, 2017
Some of you may be familiar with the 1970’s and 80’s hit TV show M*A*S*H, based on the novel and movie by the same name. The series premiered in 1972 and played for eleven seasons. While, most refer to the show as a sitcom, some view it more as a “dramedy” than a comedy series because of the heavy dramatic setting, which was a medical unit in the Korean War.
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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
MARCH 27, 2017
American Coradius International LLC, a leader in 1st and 3rd party debt collection services, has partnered with Massachusetts-based CallMiner to launch CallMiner Eureka Speech Analytics companywide.
Contact Center Pipeline
MARCH 29, 2017
“Trinkets and trash!” That was the description a contact center agent used to describe their company’s sales incentive program. This company had recently mandated that every customer service agent had to upsell and cross-sell products. As a result, managers were throwing small prizes at anyone who attempted a sale. It was a Band-Aid approach. It […].
Win the Customer
MARCH 20, 2017
The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. The cloud service company reports customer experience is the key differentiator in driving retention and acquisition, as companies that thrill customers at every touchpoint of the buyer journey are the ones most likely to keep customers around.
PeopleMetrics
MARCH 30, 2017
What are the Top 5 Mistakes that limit the success of a Voice of the Customer program? 1. Not getting executive buy-in: Leadership at the organization has to buy-into and ideally sponsor the VoC program. VoC programs change the culture of an organization by putting the customer first and responding to customers who have poor experiences. If an executive is not sponsoring the program, the company will not pay attention to the data or invest in the right responses to the data and the initiative wi
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
MARCH 13, 2017
When I was a kid, my teachers labeled me the class clown. I wasn’t one for long winded jokes, but I was always ready with a snappy comeback, a sarcastic comment or a funny observation. My classmates loved my wisecracks, but I have to admit that I spent more time honing my sense of humor than reading my textbooks. As I’ve gotten older, I’ve held onto my wisecracking ways and yet, I’ve been successful in business.
ShepHyken
MARCH 15, 2017
Every day I get an email from RetailWire.com, a daily publication that is read by thousands of people in the retail industry. It’s the number one forum for discussions about hundreds of important issues in the industry. Now, before we go further, even though RetailWire.com focuses on the retail industry, what I’m about to share is relevant to every business in every industry.
Callminer
MARCH 13, 2017
Voice analytics are the use of a voice recognition tool to analyze a spoken conversation. Not only does voice analytics software translate speech to text.
Contact Center Pipeline
MARCH 30, 2017
March definitely came in like a lion in many parts of the country. But when the weather is lousy, it’s a good time to catch up on your reading. Many of our Pipeline readers did just that over the past few weeks. Scheduling was a hot topic this month, as was culture, how to handle […].
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Teresa Allen
MARCH 7, 2017
Much of current investment in customer service is focused on expanding capabilities in digital service channels and artificial intelligence. Recent customer service studies, however, have illustrated the need to focus on the human element of customer service. Read on to find out the important findings of these studies. Accenture Strategy’s Global Customer Pulse Research found that 88% of customers use digital channels at some point in their shopping journey.
Influitive
MARCH 10, 2017
B2B marketers can learn a thing or two about mobilizing advocates from our B2C cousins. Think about the products that you use every day. For me, it’s my iPhone, Sennheiser headphones and Altra running shoes. I didn’t go straight to a store or the vendor’s website to buy these products. Instead, I decided to purchase.
Beyond Philosophy
MARCH 8, 2017
We are fortunate enough to have two homes; one in England and one in the U.S. However, we are unfortunate enough to have two telecom providers; Virgin Media in England and Brighthouse, now Spectrum in Florida. Neither of them provides a Customer Experience worth mentioning—at least not in a positive light. Telecoms are bad at CX around the globe! Back in 2012, we did some research involving over 40 telecoms.
ShepHyken
MARCH 31, 2017
This week on our Friends on Friday guest blog post my colleague, Jeff Toister, explains why creating a customer service mantra is essential. When it comes to your customer service promise and vision, every member of your organization must be in alignment. – Shep Hyken. A customer service mantra is a powerful part of any service culture. It’s a statement that describes the type of service everyone in your organization should strive to provide.
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.
Callminer
MARCH 26, 2017
The Telephone Consumer Protection Act was enacted by Congress in 1991 to restrict telemarketing calls and the use of automatic telephone dialing systems
Contact Center Pipeline
MARCH 28, 2017
“We want to make people more accountable.” Well, amen to that. As a concept, accountability has enormous appeal. It is discussed in relation to government, education, non-profits and every corner of the business sector. Strategically, it has almost no downside. An increase in accountability, done properly, is welcomed by executives, management and engaged staff at […].
CustomerGauge
MARCH 6, 2017
In our most recent eBook and How to Become a Customer Retention Champion infographic, we walked through best practices for retaining your customers and stopping churn. We’ll expand upon these lessons learned and highlight the main takeaways. Lesson 1: Know Your Numbers One of the biggest mistakes a company can make is not holding retention to as […].
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