Beyond Philosophy
FEBRUARY 8, 2018
You are irrational. Your friends are. Your manager is. I am, too. Unless you know a Vulcan, everyone you know is irrational. People are irrational by nature. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level my co-author Professor Ryan Hamilton of Emory University and I explore the influence of our emotions on our behavior as customers.
ShepHyken
FEBRUARY 7, 2018
It drives me a little crazy when I receive an advertisement in the mail from my cable TV or phone company offering me an incentive to sign up with them. First, I’m already a customer and can’t understand why they can’t figure that out. Second, why is the price they are offering a new customer lower than what I’m currently paying? This concept, offering a new customer a better deal than an existing customer, is nothing new.
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Call Center Weekly
FEBRUARY 5, 2018
By Mitch Mitchell Depending what you consider as a good leader, you'll either believe there are lots of good leaders or very few good leaders. As someone who's been ensconced in leadership for a long time I can honestly say that there's a true dearth of effective leaders in the world. There are leaders who've been lucky to make a lot of money, but it says more about their business acumen than their leadership capabilities.
Callminer
FEBRUARY 7, 2018
Read the Santander Case Study, see how they leverage the CallMiner Eureka platform to stay compliant while maximizing revenue.
Advertiser: ZoomInfo
Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.
Beyond Philosophy
FEBRUARY 5, 2018
The new cashierless Amazon Go store is open for business in Seattle , and it could revolutionize the way we shop. At least that’s what some people think. Personally, I’m not so sure. Amazon Go is an 1800 square foot market, with a mix of prepared foods, typical convenience store merchandise and the kinds of grocery items you’d normally find at Whole Foods, which Amazon also owns.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Myra Golden Media
FEBRUARY 5, 2018
How to Respond to the Yelling or Cursing Customer – Plus More Diplomatic Phrases to Help You Regain Control in 9 Common Situations with Difficult Customers. Get your packet now and share with your employees.
CX Global Media
FEBRUARY 8, 2018
Innovation is white hot right now as organizations are realizing incremental improvement is not fast enough to retain competitive advantage. If leaders are asked to increase productivity by 10%, their focus becomes efficiency and automation; but, if asked to increase productivity 100%, the focus becomes reinvention and transformation. Service innovation has for years been a central part of my consulting practice, especially those industries with excessive customer contact: hotels, banks, hospita
Beyond Philosophy
FEBRUARY 3, 2018
Colin Shaw and Professor Ryan Hamilton discuss the episode we discuss the ‘ Peak-end rule ‘ and it’s affect on Customer Experience. The peak?end rule is a psychological heuristic in which people judge an experience largely based on how they felt at its peak (i.e., its most intense point) and at its end, rather than based on the total sum or average of every moment of the experience.
ShepHyken
FEBRUARY 5, 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. How Retailers Can Use Customer Experience to Compete with Amazon by Marissa Bosché. (Apptentive) In this post, we outline a few key ways that retailers can step their customer experience game up to keep their customers happy, engaged, and loyal.
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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.
Myra Golden Media
FEBRUARY 6, 2018
Do you find it difficult to get customers to accept your word as final? Like, do they just come back and ask their question another way. Or even better, do they ask to talk to your manager? The thing is, we all need to get better at making our answer the final answer. It’s pretty easy to give a firm answer when you have the right approach. Making your answer the final answer comes down to two things.
Contact Center Pipeline
FEBRUARY 7, 2018
We have all at one time or another uttered the phrase, “Now what?” According to TheFreeDictionary.com, this phrase means, “What is going to happen now? What kind of new problem has arisen?” In these days, the question is asked frequently and not always as it relates to the contact center. For the purpose of this […].
Beyond Philosophy
FEBRUARY 5, 2018
Colin Shaw and Professor Ryan Hamilton discuss the recent $185 million fine placed on Wells Fargo by the Consumer Financial Protection Bureau , the largest such penalty the agency has issued. What should Wells Fargo do now? How will this impact the viability of the bank in the eyes of consumers? What should other organizations do to avoid a similar CX disaster?
ShepHyken
FEBRUARY 6, 2018
Hitting the Reset Button on Omni-channel Customer Service. Shep Hyken Interviews Murph Krajewski, VP of Marketing at Sharpen . Are you where your customers want you to be? . . ? <span data-mce-type=”bookmark” class=”mce_SELRES_start”>?</span><span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” class=”mce_SELRES_start”>?
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Preparing for impactful coaching sessions shouldn't be a bottleneck to success. "Innovation Insight: Coaching Tech to Boost Customer Service Performance" from Gartner shows practical ways to turn this around. In the research, Gartner found that “customer service and support supervisors, who are responsible for coaching, often lack availability and only spend an average of 30% of their time on it.” 1 We believe this valuable resource offers an objective look at how technology can facilitate more
Call Center Weekly
FEBRUARY 8, 2018
By Wendy Weinert There are many important departments that make up a well-oiled business machine. None, however are more or less valuable than the other. In fact, they are completely intertwined with one another. They need to operate similar to the human body, where hands, feet, mouth and mind all work towards a common goal. In this scenario, that goal is the customer.
CX Accelerator
FEBRUARY 3, 2018
Using DiSC in a customer service context to enhance both the customer and the agent experience. There is a plethora of training options available to service leaders who are looking to enhance the communication skills of their agents. Having had exposure to many of these, DiSC is my top choice with the most significant impact. Having now studied DiSC and received my credentials as a certified facilitator, there is no mystery why the tool is so great for a customer service environment.
Beyond Philosophy
FEBRUARY 9, 2018
Colin Shaw and Professor Ryan Hamilton discuss why customers often focus on seemingly unimportant things and how these thing can in fact be the most important. Classic research from the University of Chicago shows that customers tend to focus on product details or attributes that have nothing to do with the true value, but have a great deal of influence on customer perception and experience.
Contact Center Pipeline
FEBRUARY 8, 2018
Mention the word “coaching,” and most contact center professionals might think of the supervisor-to-agent feedback session that takes place as part of the QM process. However, many companies are now embracing an “ask, don’t tell” approach to their daily communication to stimulate creative thinking, gain buy-in and empower employees. This is the essence of a […].
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
Call Center Weekly
FEBRUARY 7, 2018
How does inclusion in the contact center improve customer service? I love this question, not just because it's something near and dear to me, but because diversity and inclusion in the contact center genuinely makes a positive difference. Let's break it down a bit: chances are you have a diverse customer base. If you're a global company, or doing business predominately online, you definitely have customer diversity and you probably don't even know the breakdown.
TechSee
FEBRUARY 5, 2018
Visual experiences are gaining traction within customer interactions. Visual engagement has been proven especially effective across a wide range of sales, marketing and customer service and support scenarios, providing the quickest route to success and resolution in a number of use cases. One of the most common use cases for visual engagement in customer service is when visual proof is required to solve issues such as billing disputes, invoice clarification, contract misalignment, personal detai
Lumoa
FEBRUARY 6, 2018
The future of customer experience is decided. Isn’t it? Probably not. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Some time ago we released the first part of the interview answers, and this week guests are Lynn Hunsaker, Peter Lavers, Jane Treadwell-Hoye, Melinda Gonzalez, Matt Dixon, Vicki Amon-Higa and Raul Guillermo Amigo.
Contact Center Pipeline
FEBRUARY 6, 2018
On Super Bowl Sunday, we watch to see if our favored team will be the winner… or the loser. There are coaches, trainers, sports medicine teams and a host of support staff helping to get the most out of their players to deliver results. This sounds familiar to what we do every day in our […].
Advertiser: ZoomInfo
In today’s ultra-competitive markets, it’s no longer enough to wait for buyers to show obvious signs of interest. Instead, sales teams must be proactive, identifying and acting on nuanced buyer behaviors — often before prospects are fully ready to make a purchase. In this eBook from ZoomInfo & Sell Better, learn 10 actionable ways to use these buyer signals to transform your sales strategy and close deals faster.
aircall
FEBRUARY 9, 2018
Believe it or not, that trendy workspace you just leased in an old textile warehouse is not the most important investment you’ll make in your company. It’s the people in that building who drive growth, manage operations, and give your brand its identity. And when you hire support representatives, your decisions will have a major impact on all three categories.
Peter Lavers
FEBRUARY 6, 2018
We’re delighted to report that our founder Peter Lavers has again been featured by Capterra as one of the top influencers in the world in the field of Customer Experience. Peter is the only Brit on the list and is delighted to be included. He didn’t set out to be an ‘influencer’ or ‘guru’ on the subjects of customer experience, CRM, CVM, and increasingly the applications of Artificial Intelligence in marketing.
360Connext
FEBRUARY 9, 2018
No matter what language they speak, there’s typically a barrier between the language brands use internally and the language customers use while trying to get something done. Yet it really isn’t what they hear, but how it makes them feel and what it makes them want to do next. Does it drive the next best action, or leave them scratching their heads and dropping out of the journey?
UJET
FEBRUARY 9, 2018
Every year, companies like LinkedIn, Glassdoor, and Indeed put out lists of the top places to work. From hammocks and ping-pong tables to fully stocked break rooms and rooftop zen gardens, it may seem like company culture is directly tied to the amount of money you’re willing to spend. But a recent visit to a contact center, which happened to be located inside of the Perryville Correctional Facility in Arizona, proved the exact opposite: an awesome culture isn’t something that’s bought.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
Join this brand new webinar with Tim Buteyn to learn how you can master the art of remote onboarding! By the end of this session, you'll understand how to: Craft a Tailored Onboarding Checklist 📝 Develop a comprehensive, customized checklist that ensures every new hire has a smooth transition into your company, no matter where they are in the world.
Customer Guru
FEBRUARY 6, 2018
At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we started the initiative of sharing a series of interviews with top-notch CX experts in India to spread this awareness. Our guest for this week is Mr. Bipin Narang, a leading CX enthusiast in India.
Peter Lavers
FEBRUARY 8, 2018
Peter Lavers will be co-hosting an IBM Watson Commerce tweetchat with Melissa Gonzalez (award winning retail strategist) on Tuesday 13 February at 6pm UK time / 1pm EST. The subject is how Digital Innovation is required to deliver accelerated growth in B2B commerce. B2B is at in inflection point. Customers are changing the way they engage. In the past, B2B customers disregarded digital channels and expressed that B2B products and services were too complex to sell online and they weren’t in
Ian Jacobs
FEBRUARY 6, 2018
Your customers are walking, talking contradictions. Forrester data shows that more than half of them want you to value their time, follow them across channels, and answer their questions quickly and easily. At the same time, these customers are overwhelmingly worried about how they share personal data – 60% of online North American adults believe […].
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