Beyond Philosophy
MARCH 23, 2018
Have you been on a flight recently and found that you arrived at your destination a little early? I have, but I never thought much about it until I heard this NPR report. A Tufts University researcher named Silke Forbes thought it odd that she arrived 30 minutes early on a flight from Cleveland to Washington. She had taken the same flight a few years before, but it had taken less time back then.
ShepHyken
MARCH 21, 2018
I love a good hockey game, and my favorite team is the St. Louis Blues. I recently went to a game where a puck fluttered over the protective glass and hit a fan squarely in the head just a few rows in front of me. The blood started to flow and within seconds an usher was beside the gentleman who, other than the gash on his head, seemed to be okay. What happened next was a system or process that had been honed to perfection.
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Steve DiGioia
MARCH 19, 2018
how a single interaction can ruin the entire customer experience This original article was written by Steve DiGioia. “Although companies are investing record amounts of money in traditional loyalty programs, in customer-relationship-management (CRM) technology, and in general service-quality improvements, most of these initiatives end in disappointment.
Callminer
MARCH 20, 2018
AI and automated analytics are instrumental for uncovering a wealth of actionable intelligence from the millions of data points captured in customer interactions.
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
Call Center Weekly
MARCH 22, 2018
By Meghan Speer I recently had to call into a company because the amount they charged me was incorrect. Working in the call center industry, I am always curious how these experiences will go, and often play the comparison game. How long do I have to wait? Do their agents sound better than ours? If you’re reading this, I’m sure you know that game. In this instance, my call was answered fairly quickly, but when the person on the other side of the phone began speaking I wasn’t sure if I was speakin
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 23, 2018
Customers will fight harder to keep what they have than they will to gain new things. This is called Loss Aversion and it’s a big driver of customer behavior. This can be the route of customer complaints. What are the implications for designing a customer experience? The post Why Do Customers Fight For What They See To Be Their Rights? appeared first on.
Win the Customer
MARCH 22, 2018
As a business owner, you understand the importance of keeping your valued customers happy; after all, a happy customer usually means a repeat customer. Thus, the last thing you want is to inadvertently drop the ball and/or anger a valued customer and have them decide to shop elsewhere due to a foul up by one of your support agents or glitchy systems.
Call Center Weekly
MARCH 21, 2018
How do you encourage front line staff to take ownership of the contact center vision? I recently spoke with a contact center leader who was frustrated that his agents weren’t really excited about the vision. He shared with me that he had come up with the vision on his own and then communicated it to the team. Well, no wonder agents weren’t excited about the vision since they had no part in creating it!
ShepHyken
MARCH 20, 2018
Customer Service Begins with Accountability. How can accountability create Moments of Magic ® ? Shep Hyken sits down with Sam Silverstein to discuss the importance of fostering a culture of accountability, which empowers employees to give truly amazing customer service. ?. Top Takeaways: Sam says that to have great customer service, you need accountability from all employees – especially leadership.
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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.
The Northridge Group
MARCH 19, 2018
Achieving a clear line of sight into customer needs and preferences gives companies the ability to make proactive, informed business decisions. Customers want to engage with organizations when and how they prefer and those channel preferences are rapidly evolving. To address these needs, customer experience leaders continue to develop social media as one of those key channels in a successful customer engagement and service strategy.
Contact Center Pipeline
MARCH 22, 2018
I’m sure many of you, like me, are fans of “Saturday Night Live” or “SNL.” One of my favorites was Mike Myers as the character Linda Richman in the Coffee Talk skits. “Oy! I’m getting a little verklempt!” I titled this article Coffee Talk, because—humor aside—the best intelligence you can gather about how people feel […].
Customer Guru
MARCH 21, 2018
The days when a customer service (CS) team was strictly responsible for handling complaints from customers are long past. In this new market, your CS team has to handle plenty more than unruly and unhappy customers. Besides handling complaints, it also needs to focus on an even bigger role by taking the lead in sculpting an amazing customer experience, which ultimately cultivates high customer satisfaction that will also create customer promotion through additional recommendations and referrals
ShepHyken
MARCH 19, 2018
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. Infographic: What Marketers Need to Know About Changing Customer Service Expectations by Erik Wander. (Adweek) Consumers are demanding multichannel options that are easier to use.
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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.
Lumoa
MARCH 20, 2018
Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. We have explained each term and provided lots of extra sources, if you want to dive deep into the topic.
Contact Center Pipeline
MARCH 20, 2018
Matt Wilbanks understands what it’s like to try to retain customers who never reach out when there’s a problem. As CEO and co-founder of HelpSocial, a leading integration platform for customer care and social media, he believes that companies can not only prevent customer churn but also connect with new customer segments by adapting to […].
UJET
MARCH 22, 2018
"Every time I order through chewy I am blown away by the speed and quality of the service." "I have never come across such an understanding company and one so willing to help and give advice." "I think Chewy is the best thing since sliced bread." "There is simply no better online business.". The quotes above are actual testimonials from customers of the online pet supply retailer Chewy, submitted by the company in connection with its nomination for the 2017 Stevie Awards Customer Service Departm
Taylor Reach Group
MARCH 19, 2018
By: Turaj Seyrafiaan. In the last Indicators post, we discussed one of the most important operational indicators: Average Handle Time or AHT. In this issue, we continue with other operational indicators dealing with the efficiency of the center, i.e. “Service Level”, “Average Speed of Answer (ASA)” and “Occupancy Rate”. Although each indicator provides different information, they are inter-related and must be treated as a single group.
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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.
Mindtouch
MARCH 19, 2018
“This list is packed with people who inspire and elevate me on a regular basis. It’s a huge honor to be a part of this movement with such awesome people.”. — Nick Mehta, CEO, Gainsight. Two comprehensive lists, one voted on by a select judging panel, one publicly voted on by the customer success community, both aimed at highlighting those influencers and strategists who are working tirelessly to push the industry forward.
Contact Center Pipeline
MARCH 21, 2018
Look up “hasty” and you will find synonyms that convey speed and quickness next to others with less flattering connotations: injudicious, thoughtless, impulsive, and rash. The latter will not earn you a spot in the Contact Center Hall of Fame. In this fast-paced era, doing things right doesn’t have to mean slow. In fact, a […].
VocalCom
MARCH 19, 2018
As social media use continues to grow, customers demand greater brand engagement on these channels. And don’t think that millennials are the only people driving engagement: According to a Global Web Index report, 97% of online adults aged 16-64 claimed to have visited at least one social network in the past month. Just how does this behavior impact brands?
Amity
MARCH 22, 2018
It might be considered an afterthought for some, but in the world of Customer Success, poor customer onboarding should be one of your top priorities. Why? Because it happens to be the leading cause of churn. 23% of churn, to be exact, is caused by poor onboarding ( Preact ). One way many Customer Success professionals are getting past this roadblock is by utilizing the concept of on-demand onboarding.
Advertiser: ZoomInfo
Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.
aircall
MARCH 23, 2018
What does it mean to be “The Best”? Is it a fact? An opinion? For Aircall’s recent survey of 475 customer support leaders , it comes down to self-reflection. “Overall, how would you rate the performance of your customer support team?”. Respondents chose from the following multiple-choice answers: Best in the industry. Good but not yet great. Significant room for improvement.
TechSee
MARCH 19, 2018
Companies are increasingly turning to artificial intelligence (AI)-powered contact center solutions to meet consumers’ growing demand for better CX, reduce costs and alleviate pressure on agents. With AI, call centers are equipped with a wide range of voice analytics, enabling recognition of customer, accent, gender, and emotion, as well as powering conversational IVRs and voice based virtual assistants.
ijgolding
MARCH 19, 2018
Before I even start this article, I must make it clear that Emirates are not the only airline to make customers unhappy. In fact, they are far from being alone in any industry around the world at creating masterclasses in customer dissatisfaction. The airline industry does seem to excel at providing examples of shocking and inhumane treatment of people – the very people who hand over large sums of money to use their products and services.
Customer Experience Matters
MARCH 20, 2018
2018 marks the eighth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. To generate these Ratings, we asked 10,000 U.S. consumers to rate their recent interactions with 318 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion.
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!
PeopleMetrics
MARCH 21, 2018
We all remember that dreaded phone call. After working all day, you'd pull out your chair to sit down for a family dinner and the phone would ring. You'd roll your eyes and walk over to pick it up. A stranger's voice would then ask if you had a few minutes to answer some questions about a recent experience you had with a company. Really? Right now? "Please call back later, I'm having dinner with my family.
Taylor Reach Group
MARCH 20, 2018
By: Turaj Seyrafiaan. Have you ever wondered what is behind any of the Contact Center operational indicators? Why do we measure what we measure and what do they mean? In this article, we tackle one of the most important indicators; Average Handle Time (AHT). AHT is defined as the total amount of time (on average) that an agent spends on a contact. In a Contact Center environment (voice, chat), AHT includes talk time, hold time and after call work time (ACW).
Fonolo
MARCH 22, 2018
In a society becoming increasingly obsessed with text messages, DMs, and emojis, it turns out that authentic, real-time human interaction through phone calls is still the preferred way to deliver optimal customer service. Here are some key reasons why it’s critical to maintain an effective real-time call center strategy to ensure lasting customer satisfaction, retention, loyalty.
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