Beyond Philosophy
AUGUST 12, 2020
We’ve recently trained some of our clients on journey mapping. During the process, I realized that there is a lot that people don’t know about it—and that they needed a few rules to help them make the most of the exercise. We discussed the problems with journey mapping in a recent podcast. Traditional journey mapping is what a customer is doing, but is missing a few things.
Satrix Solutions
AUGUST 12, 2020
When it comes to measuring the impact of your customer experience (CX) programs, many people would likely look to a Customer Satisfaction or loyalty metric, like Net Promoter Score. While improvements in your score would rightfully suggest that your investment in CX may be paying off, there are additional key performance indicators (KPIs) you should not overlook.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
NICE inContact
AUGUST 12, 2020
If you’re tasked with achieving more results with fewer resources, optimizing your contact center can deliver far-reaching results, having a streamlined ripple effect across your organization. SMBs and enterprises alike can overhaul their ROI with 4 approaches.
ShepHyken
AUGUST 12, 2020
What does it cost to be nice? Some would say, “Nothing.” When it comes to people interacting with people, that’s probably true. It’s a smile, a wave, a head nod or some other gesture. It’s a genuine “thank you” or another comment to share your appreciation for your customer. None of that has any cost associated with the idea of being nice. I’m in the process of writing a new book.
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Beyond Philosophy
AUGUST 13, 2020
Do you know what annoys me? When I go into an organization, and they say their goal is to delight customers at every moment of contact. Honestly, it sounds exhausting, for both the team and your customers. After all, how much joy do you need to buy paper towels? Another area exists to channel all that enthusiasm instead. There is a significant connection between successful Customer Experiences and the amount of effort they require from customers.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Steve DiGioia
AUGUST 13, 2020
Great employees are the heart and soul of any business, especially a successful one. Their efforts cannot be understated enough. But there are always one or two poor performers or “deadwood employees” – those who contribute little to the company’s success and at times undermine it. And they hang on year after year. They never seem to get fired and amass a laundry list of disciplinary actions with little substantive repercussions.
ShepHyken
AUGUST 11, 2020
Subscribe to an Amazing Customer Experience. How to Deepen Customer Relationships Through Subscription and Membership. Shep Hyken interviews Robbie Kellman Baxter , bestselling author and founder of Peninsula Strategies, LLC. They discuss how any company in any industry can utilize a subscription model to the benefit of their customers. Top Takeaways: Companies can find success by identifying a specific problem and then solving it for their customers forever, turning it into a “forever transacti
Beyond Philosophy
AUGUST 10, 2020
How to Make Your Experience Easy and Gain Growth. I hear things like this when I go into an organization: “We want to delight customers at every moment of contact.” I nod my head and smile, but secretly I think it sounds exhausting. Moreover, it is unnecessary in many parts of the experience. People many times do not want to be delighted; they want to be done already.
Contact Center Pipeline
AUGUST 12, 2020
In times of crisis, we often find heroes in the unlikeliest of places. The current COVID-19, or coronavirus, pandemic is no exception. The obvious heroes of the current crisis are, of course, the health care workers and first responders who are on the front lines caring for the sick and maintaining a brave demeanor in […].
Advertisement
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.
Callminer
AUGUST 10, 2020
When it comes to managing a contact center, you should never take a risk in regards to regulatory compliance. Here is a look at eleven compliance acts that contact centers should be aware of.
ShepHyken
AUGUST 14, 2020
This week we feature an article by Rakshit Hirapara , a content marketer at PeddleWeb. He writes about the importance of ensuring a positive customer experience, especially during a world crisis. The customer experience (also referred to as CX) seems like a simple concept. However, it can be interpreted in several ways. Put simply; customer experience can be defined as thoughts and feelings that the consumer associates with the brand.
CCNG
AUGUST 13, 2020
The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. It has led to a rapid and global shift of moving contact center agents and supervisors to a work at home model. During May 2020, 5th Talent International delivered a survey to more than 4,000 agents and supervisors across 7 countries. The findings provide unexpected insight into the point of view of the work at home employee.
Contact Center Pipeline
AUGUST 13, 2020
The Covid-19 pandemic created significant shifts in how we work. As businesses scrambled to set up employees to work from home, there was little time to be proactive and consider future implications. As the new normal settles in, some contact centers employees have a choice to work from home or at the office. Leading a […].
Advertisement
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.
ProProfs Blog
AUGUST 14, 2020
Imagine being in your customers’ shoes. You’ve landed on the website due to a certain search query and find the product you need. You add it to the cart and are ready to check out. But the moment you reach the checkout page, you realize that you don’t have an account and are requested to sign up now. As you click on the sign up process, you realize that the form is quite a journey in itself.
ShepHyken
AUGUST 10, 2020
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 Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. (SmartBug) In this blog, we look at five customer retention strategies that you can implement to deliver more value to your customers and increase customer loyalty.
CCNG
AUGUST 13, 2020
The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. It has led to a rapid and global shift of moving contact center agents and supervisors to a work at home model. During May 2020, 5th Talent International delivered a survey to more than 4,000 agents and supervisors across 7 countries. The findings provide unexpected insight into the point of view of the work at home employee.
Totango
AUGUST 14, 2020
In our latest installment in the CXO Series , we sat down with Stephanie Comardelle, Vice President of Customer Experience, Success, and Solutions at Lucid to discuss what it takes to implement a stakeholder engagement plan at a time when there is so much going on as well as how they are managing their new customer success program. . Lucid bridges the gap between global questions and human answers by connecting buyers and sellers in one central location for survey sample groups.
Advertisement
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.
Taylor Reach Group
AUGUST 13, 2020
By Turaj Seyrafiaan. In the past 25 years I have visited hundreds of contact centers and have spoken to many contact center directors. Beside all the typical operational issues, one subject comes up frequently; contact center management feeling that the rest of the organization does not appreciate what the contact center does. In fact, one manager half-jokingly said: “ We get no respect ”!
Fonolo
AUGUST 13, 2020
Why do we treat call center overwhelm like a necessary evil? Times have changed, and the call center industry with it. Our phones no longer have cords, the internet exists, and agents no longer have to be tethered to the office. And what’s more, there’s technology — fantastic software that helps you track everything from customer touchpoints to customer feedback.
Upstream Works
AUGUST 11, 2020
The difference between good and excellent contact center CX is providing customers with a human touch. As digital channels and AI become more prevalent in contact centers, customers are looking for more in their experiences with human agents, something they can’t receive from bots and self-service channels — a sense of humanity, empathy and having their feelings and frustrations validated.
Tethr
AUGUST 13, 2020
At Tethr, we talk to CX and customer service leaders every day who are working to close the gap between their desired customer experience and the actual experience they deliver to their customers. With capabilities like the Tethr Effort Index and the Agent Impact Score , we’ve worked to enable AI and machine learning algorithms to listen to every customer conversation at scale and identify the drivers of both poor and exceptional experiences and how agents are helping or hurting the experience.
Advertisement
With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
Concentrix
AUGUST 12, 2020
Concentrix, a leading global Customer Experience Solutions Company, today announced SecureCX™, the CX BPO industry’s newest Work-at-Home platform. The post Concentrix Releases Advanced Biometrics Solution for Secure Work-at-Home Environment appeared first on Concentrix.
OctopusTech
AUGUST 10, 2020
Today, the way television networks and live-streaming options are enabling a wide range of content; the responsibility of cable and network providers is turning out to be more crucial. However, the credibility of any major brand or network operator begins with effective customer experience. If your services are not streamlined or the customer queries are not handled successfully on time then they might switch to other options available in the market.
Ansafone
AUGUST 8, 2020
One of the growing necessities of legal practices is outsourcing customer service. The reasons are plentiful and beneficial for any legal practice looking to scale and utilize their time wisely. Running a legal practice is a complex and ever-changing task that requires staff to multitask and manage multiple roles. As businesses seek to reduce stress … Reasons Why Law Firms Are Outsourcing Customer Service Read More ».
Guru
AUGUST 11, 2020
If you use Slack as much as we do, then you know how powerful it is for collaborating with your coworkers. Since its launch in 2013, Slack has become the central nervous system of company communication and collaboration. For many teams, bouncing between internal Slack conversations, customer emails, vendor calls, and partner meetings, it can be difficult to stay focused with all the context switching.
Advertisement
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.
Concentrix
AUGUST 13, 2020
Step up your work at home security game and take things to the next level. The post Introducing SecureCX™ appeared first on Concentrix.
Lumoa
AUGUST 10, 2020
Customer service and customer experience are vital for long-term business success. Customer service is an important piece of your overall customer experience, and customer experience is the key driver of customer loyalty.
TechSee
AUGUST 12, 2020
The ongoing quest to enhance customer experience has birthed a new buzzword: multiexperience (MX). This emerging trend has companies seeking to provide their customers with seamless, native experiences on any channel or device, via voice, video, or text. Gartner has placed MX among the top technology trends of 2020, predicting that by 2023 , more than 25% of large enterprises’ mobile apps, progressive web apps and conversational apps will be built or run through an MX development platform and th
Expert insights. Personalized for you.
468 
Let's personalize your content