Genroe
OCTOBER 30, 2019
From the first day of primary (or grade) school most of us compete. I bet I can beat you to the fence/jump higher than you/hold my breath longer than you. It doesn’t matter what the event; we’re ready to see who wins. If you’re a CEO, or you report to one, and want to tell […]. The post Transactional Vs Relationship Customer feedback: Are you using the right one?
Contact Center Pipeline
OCTOBER 29, 2019
Rapid swings in consumer brand loyalty is one of the most significant consequences of the digital-first era in customer service, where customer-brand conversations are no longer only one-to-one phone calls but also include public and private messages on dozens of social and digital messaging apps. This opens exciting new possibilities for both your business—and your […].
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Connect
NOVEMBER 1, 2019
Contact centres have always been challenging environments that involve high workloads and high volumes of data. The challenge is often arming the contact centre with sufficient resources and empowering agents to deliver an excellent customer experience.
CSM Magazine
OCTOBER 28, 2019
In a world powered by innovation, the need for customer education cannot be overlooked. However, in the modern business scenario, few organizations give customer education the importance it deserves. Despite businesses developing and releasing innovative and complex products, and the improved accessibility of top customer training LMS , the competitive business landscape has forced businesses to put all their focus on development and marketing.
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Beyond Philosophy
NOVEMBER 1, 2019
Some customer habits may be useful for your Customer Experience strategy, and some of them may not. Understanding how customers’ habits form and how to identify them is crucial for Customer Experience. We talked about how habits form and understanding your customers’ habits in a recent podcast. We discussed how one of the ways to view patterns is through this two-system lens, meaning the Intuitive and Rational Systems we use in our thinking. .
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
OCTOBER 30, 2019
There are some pretty important people in your organization, and I bet many of them don’t know just how important they are. Most likely, they aren’t getting the recognition they deserve. I was talking about this concept with my friend, Kent Higginbotham, and he shared a perfect example of this. Kent was in the Navy, and we affectionally nicknamed him “Admiral.
Steve DiGioia
OCTOBER 28, 2019
If you’re having a bad experience in a restaurant and decide to never return, do you tell the manager? Or do you just leave and commit to never going back? If your clothes are seldom ready when promised by your dry cleaner, do you tell him why you’ve decided to go elsewhere? Or do you just find another cleaner? If the company you purchased a product from makes it difficult to return it without you jumping through hoops, do you make a complaint or vow to never buy from them again?
Callminer
OCTOBER 31, 2019
It’s no secret that customer churn is costing businesses huge amounts. Here's how to identify actionable insights to reduce employee and customer churn.
CX Accelerator
OCTOBER 26, 2019
When I was 12 years old, I discovered basketball cards, I loved them so much I collected over 5,000 of them in one summer. I grew up watching Magic Johnson, Larry Bird, Michael Jordan, and Kareem Abdul Jabbar. Once I started collecting, I had to have their rookie cards and then a card for every year after. I loved basketball and memorized all the statistics of every player in the league.
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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.
ShepHyken
NOVEMBER 1, 2019
This week we feature an article by Linda Taylor who writes about the importance of customer journey mapping in every organization in order to improve the customer experience. Customer Journey Mapping is a pictorial representation of the path a customer follows after coming in contact with a company. The diagramming technique captures the multiple interactions customers make with businesses at varied touch-points.
TechSee
OCTOBER 31, 2019
The nights are drawing in and there’s a chill in the air. Ancient folk memories of evil spirits start to surface. Magic and mischief reign. It’s Halloween. As you get into the spirit of the occasion, spare a thought for the humble contact center agent, huddled over his keyboard, staring into the abyss of another long shift of customer service hell. No trick or treating.
Callminer
OCTOBER 30, 2019
Speech analytics is a complex industry, but our women employees make it look easy. Don’t miss the opportunity to meet and network at LISTEN 2019.
CX Accelerator
OCTOBER 26, 2019
Whether you know it or not, a battle rages in the universe between companies with incredible customer experiences and everyone else. Furthermore, so many companies are paying lip service to great customer experience but not walking the walk. You are looking to hire one Avenger from the Marvel Cinematic Universe who will build the best CX program in all of the universe.
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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.
ShepHyken
OCTOBER 29, 2019
Companies with a Soul are the Future of Customer Experience. Understanding Companies and Customers of the Future. Shep Hyken interviews Blake Morgan. They discuss her new book, The Customer of the Future: 10 Guiding Principles for Winning Tomorrow’s Business , focusing on the psychological, technical, and experiential components of building a good customer experience.
Contact Center Pipeline
OCTOBER 30, 2019
The contact center’s data-intensive environment with its multitude of metrics can make it all too easy to fall into a “managing by metrics” mindset. But to quote sociologist William Bruce Cameron: “Not everything that can be counted counts, and not everything that counts can be counted.” When it comes to delivering a superior customer experience, […].
Callminer
OCTOBER 28, 2019
At LISTEN, experience our most complete and advanced AI track to date with an AI-centric keynote and four dedicated AI sessions ranging from moderate to expert level.
CX Accelerator
OCTOBER 26, 2019
When I was 12 years old, I discovered basketball cards, I loved them so much I collected over 5,000 of them in one summer. I grew up watching Magic Johnson, Larry Bird, Michael Jordan, and Kareem Abdul Jabbar. Once I started collecting, I had to have their rookie cards and then a card for every year after. I loved basketball and memorized all the statistics of every player in the league.
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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.
ShepHyken
OCTOBER 28, 2019
Each week I read a number of customer service and customer experience articles from various 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. How To Build A Customer Service Strategy And Drive Repeat Business by Krishna Charan. (Freshdesk) Building an airtight customer service strategy is the best way to weather the demands of today’s savvy customers.
Ian Jacobs
OCTOBER 31, 2019
AI will change how organizations staff, run, and manage their customer service teams. Read Forrester's 2020 customer service predictions to learn more.
Contact Center Pipeline
OCTOBER 31, 2019
Happy Halloween! We have plenty of treats in store for Pipeline readers with this collection of articles offering vital intelligence on industry trends, strategic leadership insights and practical advice for managing your contact center. Welcome to our Top 5 most-read blog posts in October! KISS Method: “Keep it Simple with Speech” Speech analytics has gone […].
CX Accelerator
OCTOBER 26, 2019
Whether you know it or not, a battle rages in the universe between companies with incredible customer experiences and everyone else. Furthermore, so many companies are paying lip service to great customer experience but not walking the walk. You are looking to hire one Avenger from the Marvel Cinematic Universe who will build the best CX program in all of the universe.
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Fonolo
OCTOBER 30, 2019
If there is one modern day company that is re-inventing the ropes of customer experience, it’s Glossier. Having completely shattered the standards of how to run a beauty business, Glossier continues to be the fastest growing beauty company that is predominantly focused on e-commerce. It’s not surrising: One of the brand’s differentiators is its customer service offering.
TechSee
OCTOBER 29, 2019
Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. But it turns out that not all self-service options are created equal. Walmart axed its Mobile Express Scan & Go self-checkout experience due to negative feedback from customers.
Cyara
OCTOBER 29, 2019
Change -- it is a word I hear everyday in my role here at Cyara as a customer success manager. Change excites me. It used to scare me, but I have learned that if you can’t embrace change in technology then your business will not survive. This is why I am so excited to be a part of Cyara -- we are led by an amazing change agent, our CEO Alok Kulkarni.
CX Accelerator
OCTOBER 26, 2019
When I was 12 years old, I discovered basketball cards, I loved them so much I collected over 5,000 of them in one summer. I grew up watching Magic Johnson, Larry Bird, Michael Jordan, and Kareem Abdul Jabbar. Once I started collecting, I had to have their rookie cards and then a card for every year after. I loved basketball and memorized all the statistics of every player in the league.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Fonolo
OCTOBER 29, 2019
It’s hard to get clear, objective data about the overall state of self-service technology. Case studies about specific projects are plentiful, but, as the saying goes, “the plural of anecdote is not data.” In addition, you always have to account for bias in that reporting: Vendors are going to highlight the data that makes their technology look good.
GetFeedback
OCTOBER 27, 2019
In this article, we talk about just that: how you can define customer satisfaction and the methods to measure it.
Spearline
OCTOBER 30, 2019
In the latest episode of the Podcast series, Josh speaks with Brian Mullins, a Software Engineer from the Development Team here, who tells us about his role and gives an insight into the ever-expanding world of Artificial Intelligence and how Spearline is helping support him with his studies. Later in the episode, Kees and Josh bring you more fun facts!
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