Beyond Philosophy
MAY 4, 2016
A London restaurant brings naked dining to the city. Will this bring a totally new meaning to the term The Naked Chef normally associated with Jamie Oliver and a whole new concept in customer experience. London Restaurant Brings a Different Customer Experience. Forbes reports that London pop-up restaurant guru Sebastian Lyall has announced a new eatery, slated to open in June.
ShepHyken
MAY 24, 2016
Donn Sorensen Shares Leadership Principles That. Drive a Customer-Focused Culture. Shep Hyken discusses how to create and maintain a customer-focused culture with Donn Sorensen, speaker, philanthropist, and Regional President of Mercy, a large healthcare organization based in St. Louis, MO. Donn shares his leadership principles and how they help to drive customer service and experience.
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Steve DiGioia
MAY 9, 2016
This original article was written by Steve DiGioia. You think you’re a good leader. You have the position, the title and the power. You’re the boss. But your employees don’t work hard for you, they talk behind your back and morale is poor. You don’t understand why. Well, here’s why. You…. 1. Manage from your office. You can’t tell how your business is running by just looking at reports while sitting at your desk.
Callminer
MAY 4, 2016
An agent performance dashboard is an ideal solution for improving agent performance and the customer experience. Read why.
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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
MAY 31, 2016
Our top 5 most-read posts in May offer valuable insights, recommendations and tips on managing contact center people, processes and technology. Dive in to read more about tips to improve agent morale and engagement, advice for making the transition from multichannel to omnichannel, insights on calculating occupancy, a look at a few innovative niche technologies […].
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
MAY 30, 2016
It was 1980. I was 22, newly married and climbing the corporate ladder in England. David Bowie’s Ashes to Ashes played on the radio. Margaret Thatcher was just getting started in her reign as Prime Minister. It was also a long time ago. I have learned much about professionalism and careers since then. To that end, here are five things I would do today if I were 22. #1: Dress like my job depended on it.
ShepHyken
MAY 25, 2016
I recently interviewed Nate Skinner, the VP of Customer Care for Campaign Monitor, a company that helps businesses use email to market their businesses. It was for one of my Forbes columns, Seven Ways to Use Email to Build Your Brand and Create a Better Customer Experience. In the process of the interview, I asked Nate about his favorite customer service story.
Steve DiGioia
MAY 23, 2016
This original article was written by Steve DiGioia. In a previous article I wrote about how small, seemingly insignificant comments & actions can make a difference toward creating a positive customer experience. In that case, it was just a few pleasant words from a new gas station attendant that started my day on an upbeat note. Here’s another example….
Callminer
MAY 31, 2016
If there’s any industry that’s in the midst of a transformation, it’s healthcare. Gone are the days of volume-based care – and what’s arrived is a new mix of value-based care that increasingly focuses on improving patient care, building strong and lasting relationships with consumers and patients, and empowering patients to take a proactive approach […].
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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
MAY 26, 2016
Mention the word texting in a B-to-C context, and most people think of automated alerts. Some text alerts allow for a basic level of two-way interaction (e.g., an appointment reminder alert that asks the receiver to reply Y to confirm or N to cancel). But if the customer needs to do something more complex, like […].
Customers That Stick
MAY 31, 2016
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Beyond Philosophy
MAY 25, 2016
Nearly 40,000 employees from two unions contracting with Verizon have been on strike for a little over a month. Now, Verizon is learning firsthand the cost of not having a strong culture of employee engagement—in actual dollars and sense. Unable to reach a compromise for the outsourcing and transfer of their jobs , employees from all parts of the organization walked off the job last month.
ShepHyken
MAY 27, 2016
This week on our Friends on Friday guest blog post Shaista Haque writes about a very timely topic, the digital customer experience. Digital experiences are starting to mirror in-person experiences and you better be monitoring your digital customers now! – Shep Hyken. Scenario 1: Mr. Henry forgot his Internet banking password and is facing issue logging in to his account.
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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.
Steve DiGioia
MAY 16, 2016
This original article was written by Steve DiGioia. Once again we identify the reasons for failure, reasons why your employees feel isolated and the reasons why you’re not a good leader. Maybe YOU’RE the weak link in the company’s chain. I hope not. Here’s Part 2. You…. 18. Fail to recognize employee milestones. Do you even know the birthdays of your employees, or their work anniversary?
Callminer
MAY 25, 2016
When was the last time you had an exceptional experience as a customer?
Contact Center Pipeline
MAY 25, 2016
If your organization is like many forward-thinking, customer-centric businesses today, you already know that social networks can bolster the visibility of your company. You may even have taken it a step further by incorporating the inquiries and complaints posted on networks like Facebook and Twitter into your contact center’s channel mix. Digital marketing experts say […].
Customers That Stick
MAY 8, 2016
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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
MAY 18, 2016
When Macy’s cut its sales and profit expectations this week, some analysts blamed consumer spending patterns and the difficulties facing department stores generally. But as the New York Times reports , at least one analyst placed the blame squarely on Macy’s failure to deliver a compelling customer experience. “The blunt truth is that Macy’s does not give consumers a reason to visit its stores,” said Neil Saunders, CEO of Conlumino, a research firm. “In many locations sho
ShepHyken
MAY 31, 2016
Vala Afshar on the Future of Marketing: It’s Customer Service. Shep Hyken talks with Vala Afshar about how customer service is the future of marketing. Vala is the chief digital evangelist for Salesforce and author of “The Pursuit of Social Business Excellence.” He was named the most influential social media contributor on twitter for CMOs, CIOs, and CFOs.
Steve DiGioia
MAY 2, 2016
another example of service with the least effort possible This original article was written by Steve DiGioia. Article after article, book after book and expert speaker after expert speaker consistently state that great customer service can only be provided by friendly and sincere efforts from the service provider. But how can that be done when the “service provider” never utters a word!
ClearAction
MAY 29, 2016
Customer Experience + Marketing: Pro’s & Con’s Lynn Hunsaker. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? Is it as natural and advantageous as the C-team expects? It all depends on motives and perspective. How Marketers Think of Customer Experience. Marketing professionals think of customer experience in terms of their deliverables: the user experience of websites, campaigns, events, research, content, social media, and so forth.
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Contact Center Pipeline
MAY 24, 2016
Speech analytics has received a lot of press in the past few years. Some centers have purchased it, and many more have it on their wish list. If you have not had the opportunity to observe it in action, you really must carve some time out of your schedule to do so. Even if it […].
Win the Customer
MAY 24, 2016
Whether you’re an Italian restaurant, a vendor of smartphones, an organic grocery store, or a women’s fashion outlet, something about your brand needs to gain the long-term favour of its consumer base in order to be successful. Sure, it’s important to provide a service where customers ultimately find what they’re looking for. But they will – whether it’s from your brand or not.
Beyond Philosophy
MAY 16, 2016
Are you unhappy at your job? Do your Sunday night blues last until Friday at 5 pm?Do you have an elaborate fantasy that involves telling your manager off shortly after winning the state lottery? If you answered yes, then are you reading the right article. I am about to reveal the secret to being happy at work. Happiness is a topic that gets a lot of discussion.
ShepHyken
MAY 30, 2016
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Automate or Humanize? The Great Customer Service Debate by Judith Aquino . (1to1 Media) Can companies trade the human touch for automation without sacrificing the quality of their customer service?
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.
Mindtouch
MAY 6, 2016
From investing, to board governance, to enterprise consultation, Ben Kepes , Director of Diversity Limited , knows exactly what technology based tools exist to help companies digitally transform while keeping the Customer Experience at the forefront of their growth model. He helps enterprise companies understand that the modern era requires a customer-centric approach that is geared for a multiple touch point experience.
C3Centricity
MAY 22, 2016
Marketing is an old profession. It’s been around for hundreds of years in one form or another. If you’d like to see more about its complete history, then I highly recommend this Hubspot infographic. With the advent of digital marketing in the early 80’s, many companies began to take a serious look at their marketing. They realised […].
Contact Center Pipeline
MAY 19, 2016
It’s been a busy few weeks, so I wanted to follow up on a couple of questions I received at the SWPP Conference around my session on attrition. I was focused on how to measure it, but I left out a valuable component… the cost of attrition (pun totally intended). Now I have seen the […].
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