Beyond Philosophy
JANUARY 10, 2018
Popular belief has long held that oldest children are responsible, high achievers. And recent social science research indicates that this trait extends to their careers. As explained in this National Public Radio report , firstborn children have the benefit of their parents’ undivided attention early in life, and that advantage can influence their development.
ShepHyken
JANUARY 12, 2018
This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. This is a great list and one you should pay attention too. – Shep Hyken. The problem is never how to get new ideas into your mind, but how to eliminate the old ideas. Customer service designs that are remarkable get talked about.
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Contact Center Pipeline
JANUARY 11, 2018
Of the most impactful priorities for contact centers in 2017, customer experience was at the top of the list. In a competitive landscape where consumers are inundated with options, delivering a seamless customer experience can be a key differentiator in building engaged, loyal customers. As we kick off 2018, businesses will continue to improve the […].
Myra Golden Media
JANUARY 8, 2018
This is you. Confident and Prepared. So, my 14-year son old got contact lenses for the first time last week. He’s struggling to get the contacts in. Every morning Warren comes downstairs to my bathroom so I can help him with his technique. More than once he’s said, “I freakin’ hate contacts!” He even asked me to hold his upper eyelid up and steady for him.
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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.
Beyond Philosophy
JANUARY 8, 2018
I am apprehensive about my industry. Having worked in Customer Experience since 2002, I may be too much of a purist. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience. From changing titles but not behavior to a poor understanding of what customers want, the trends are troublesome. My concerns only grow as we roll into 2018.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Contact Center Pipeline
JANUARY 10, 2018
The ability to work from home continues to top the list of desired benefits for employees seeking better work-life balance. Over the past five to 10 years, technology has enabled the growth of remote work across sectors and professions, and research suggests that nearly one-third of the U.S. workforce will be working remotely by 2025 […].
Callminer
JANUARY 9, 2018
Artificial intelligence (AI) gives machines the ability to learn from experience as they take in more data and perform tasks like humans.
CX Accelerator
JANUARY 10, 2018
Happy 2018, folks! Ready or not, the new year is here. And with the turn of the calendar comes everyone’s favorite annual process: goal setting! Sadly, this rite of passage is often overlooked or marginalized within customer service departments. We can become wholly focused on things like quality scores, metrics, and new technology (all of which are extremely important), but annual goals should help you get out of the day-to-day way of thinking and practice continual improvement.
ShepHyken
JANUARY 9, 2018
Doing the Opposite of Normal Can Lead to Better Customer Service. Shep Hyken Interviews Jesse Cole, Author of Find Your Yellow Tux. Do your “fans” come first? When customers come first, success follows. . . ? <span style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” data-mce-type=”bookmark” class=”mce_SELRES_start”>?
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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.
Beyond Philosophy
JANUARY 10, 2018
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Most organizations do not fully understand, or leverage, the key linkages between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.
Steve DiGioia
JANUARY 8, 2018
This original article was written by Steve DiGioia. Do you reach out on social media to the businesses you purchase from? If not, why not? Your Facebook or Twitter account provides an opportunity to let them know how happy you are with their product – or not! So, how do you tell if your favorite brand monitors social media? Many of you have read an earlier post of mine where I told the story of when Zappos, very unexpectedly, sent me a tweet in response to a conversation I had with a friend in a
TechSee
JANUARY 9, 2018
In anticipation of the biggest boxing fight of the year – Floyd Mayweather Jr. vs. Conor McGregor- a major US cable company had high expectations. Pay-per-view (PPV) is one of their most lucrative revenue streams, especially when broadcasting live combat sports such as boxing, mixed martial arts and professional wrestling. The PPV fee was set at $99.95 , and based on past sales, an estimated six million homes in the US and the UK were expected to purchase access to the private telecast.
Contact Center Pipeline
JANUARY 9, 2018
In June 2017, at Call Center Week in Vegas, OpenText Qfiniti received the Workforce Optimization Provider of the Year Award. During the evening gala, my colleague Matthew Storm went on stage to accept the award and gave the following statement: “The era of clunky call recording, bad coaching and crappy scheduling is over.” The audience […].
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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.
Aspect
JANUARY 12, 2018
In 50 cities across the U.S., Amazon is supplementing their USPS deliveries at times of peak demand using drivers contracting directly with Amazon in a program called Amazon Flex. Tapping for-hire drivers, each batch of deliveries is essentially a “gig” in the quickly growing trend of the Gig Economy. Popularized by Uber and Lyft, the Gig Economy pairs independent, on-demand contractors with organizations for short-term engagements.
Call Center Weekly
JANUARY 10, 2018
How does the SaaS customer experience differ from traditional business models? Any customer experience has some of the same steps in the journey. At some point, a prospect begins to narrow down selecting a purchase, for example, and at some point they buy. The SaaS customer journey leans heavily on the customer to understand the product before buying, and that's why trial periods are so popular.
Myra Golden Media
JANUARY 8, 2018
Here’s what our current customers tell us are the three most fantastic things about our customer service eLearning. We show our three best features in this short video. 1. Custom website and branding. When your employees log in to their training, it feels like they are taking the training within your company because we give you a unique URL and upload your logo. 2.
Victor Midgley
JANUARY 10, 2018
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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!
ShepHyken
JANUARY 6, 2018
This might be one of the more intriguingly conceptual ideas I've seen in a while. PSA & Public Interest Read more about Bridge Music Academy "The racist keyboard" (2018) 2:00 (India). Add new comment.
Customers That Stick
JANUARY 8, 2018
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360Connext
JANUARY 8, 2018
Customer experience repair and improvement can be completely overwhelming! There are so many areas to tackle. Those surveys don’t develop and send themselves. Then you simply must understand the journey by undertaking a robust customer journey mapping process. And of course, don’t forget to educate the executives and employees throughout your organization!
Victor Midgley
JANUARY 10, 2018
Often times when we think we are having a conversation with another person, what is occurring is more an illusion rather than a reality. To put it bluntly, we are often clueless to how the other person is receiving our message. So, how can you avoid falling into the “CLUELESS-ZONE?
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
ShepHyken
JANUARY 6, 2018
Flexon Eyewear's memory frames are nearly indestructible which is pretty cool because they are on the edge of technology. Health & Beauty Read more about Flexon Eyewear "VR experience" (2018) 1:00 (2018) (USA). Add new comment.
Lumoa
JANUARY 9, 2018
Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices.
UJET
JANUARY 11, 2018
Customer experience is one of the largest competitive advantages for businesses today. With tons of knowledge and great minds to learn from, choosing where to focus your time can be a daunting task. But we have some good news: we’ve put together a list of five CX blogs you can follow to kick off the new year with great content delivered right to your inbox.
Amity
JANUARY 8, 2018
New Year’s, a time to symbolically start over. A time to right the wrongs of the past years, start fresh, and resolve to do better with whatever perceived shortcomings we have. But with most New Year’s resolutions, the excitement wears off around January 5th. At the first sight of cake or a mimosa, our resolutions easily become a distant memory.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
ShepHyken
JANUARY 10, 2018
Sometimes, the most common-sense customer service tips are the most important. A while back, I was talking to my lawyer about the “client service” I experience from him and his firm. It was evident that he was truly interested in my feedback. My response was simple. “I just have one complaint. I wish you would respond quicker to my phone calls and emails.” .
Comm100
JANUARY 9, 2018
Running a successful business requires more than just a great product — it also means that you need to please your customers and ensure their satisfaction. However, knowing whether or not you are delivering service that meets their expectations can be difficult if you don’t reach out to them. Many businesses assume they know what their customers want, when those assumptions can be very different from their customer’s experiences.
Taylor Reach Group
JANUARY 6, 2018
Weekend Favs January 6 written by John Jantsch read more at Duct Tape Marketing. My weekend blog post routine includes posting links to a handful of tools or great content I ran across during the week. I don’t go into depth about the finds, but encourage you to check them out if they sound interesting. The photo in the post is a favorite for the week from an online source or one that I took out there on the road.
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