Customer Experience Matters
APRIL 19, 2018
You’ve likely heard the news about a Starbucks in Philadelphia where two African-American men were arrested for not leaving the store. They were denied access to the bathroom and asked to leave because they had not purchased anything. I’ve been guilty of doing that same thing, but luckily no one has called the police to have me removed. I applaud Starbucks’ swift and robust response to the situation.
Call Center Weekly
APRIL 19, 2018
By Maurice Helm I understand from experience the life of a call center representative. Prior to moving into leadership, I started on the phones and as rewarding as that can be, there on the front-line taking ownership of issues and concerns and bringing resolution to them, without a doubt it is also a tough job. On top of fighting burnout and redundancy, team members have to try and prove themselves in an effort to grow their careers beyond the phone, sometimes in environments where there is no
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Aspect
APRIL 17, 2018
I’m lucky enough to live in a warm part of the country. Thanks to a certain mouse, is a convention and meeting mecca. This time of year is especially popular for companies in the Midwest who are in the midst of a never-ending winter. A few weeks ago, my sister had a meeting in town, so she added a few extra days to her trip for a visit. When my sister checked in at the airport for her outbound flight she discovered an issue with her frequent traveler number, A.K.A.
ShepHyken
APRIL 18, 2018
Lately, I’ve been asked about loyalty programs. Any company can create a loyalty program. But, there is some confusion around what exactly a loyalty program is. A Wikipedia definition of a loyalty program summed it up well: Loyalty programs are structured marketing strategies designed by merchants to encourage customers to continue to shop at or use the services of businesses associated with each program.
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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
APRIL 14, 2018
Why are you getting so many complaints? What are the hidden reasons customers complain? How can you identify what the hidden reasons are and reduce the number of complaints you receive? The post Why Am I Getting So Many Customer Complaints? appeared first on.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Call Center Weekly
APRIL 18, 2018
What is one thing every company can immediately do, to improve their Voice of the Customer program? There are some elegant ways to improve VOC, and then there’s effective, yet less than elegant ways. My experience in startups and small businesses has taught me that sometimes you need to be resourceful - or downright scrappy - to get certain things done.
ShepHyken
APRIL 20, 2018
This week we feature an article by Megan Wenzl who writes about the customer experience and online reviews. Ask your customers to post online reviews. This shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. – Shep Hyken.
Beyond Philosophy
APRIL 20, 2018
Once customers move from planning to implementation, they pass across a metaphorical Rubicon. People justify their thinking and it is then difficult to change their decisions. How do you recognize this and what can you do? The post The Rubicon Model and How To Use It To Your Advantage appeared first on.
Callminer
APRIL 20, 2018
Customer experience (CX) is evolving. Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch your contact center ahead of the competition. As a CX leader, you also need to know which technologies will help you achieve your core objectives in managing the customer experience.
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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.
Call Center Weekly
APRIL 17, 2018
By Dan MacDougall Contact center metrics are developed to measure operational performance (e.g. Calls Answered Live, Escalation Rate, First Contact Resolution, and Call Volume). They are useful to identify and drive areas of continuous improvement in staffing requirements, training opportunities, agent to agent consistency, and mean time to resolve to mention a few.
ShepHyken
APRIL 17, 2018
Ushering in the Next Evolution of Brand Loyalty and Customer Experience. What does the future of brand loyalty look like? Shep Hyken sits down with Patrick Reynolds, Chief Marketing Officer for SessionM , to discuss how technology is transforming traditional customer loyalty programs into a dynamic and personalized customer experience. ? <span style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” data-mce-type=”bookmark” class=”mce_SELRES_
Beyond Philosophy
APRIL 17, 2018
Facebook is a glimpse into the future for most businesses. Colin Shaw and Professor Ryan Hamilton discuss the recent controversy and the implications. What can we learn from the Facebook scandal? What are they doing with data? What action should we be taking? The post Facebook mistakes: What can we learn? appeared first on.
Callminer
APRIL 19, 2018
This post will help you zero-in on those technologies and best practices proven to produce Customer Experience results.
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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.
Customer Guru
APRIL 17, 2018
With the competition in the markets intensifying, it has become increasingly tough for a brand to differentiate itself from its competitors. However, there is a solution to this conundrum too. According to a study by Walker, customer experience will overtake price and product as the key brand differentiator by 2020. Further, a research conducted by Forrester demonstrates that 72% of the businesses considered improving customer experience as their priority.
ShepHyken
APRIL 16, 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. This Is The One List That Retail Businesses Want To Avoid by Dan Gingiss. (Forbes) Retail signs and displays communicate more about your brand than just what’s on sale.
Contact Center Pipeline
APRIL 19, 2018
What qualifies an excellent customer service experience? We are all consumers who need a little help once in a while, so you would think that this is an easy question to answer—that there are some largely apparent and agreed-upon factors. A timely response, a friendly representative, and of course getting the problem solved in the […].
The Northridge Group
APRIL 16, 2018
It is every customer experience business leader’s worst nightmare; a customer service representative engaged poorly with a customer, who then recorded the encounter and made it public. In today’s digital landscape, going viral can literally boost or doom your business in a matter of hours. How can companies proactively mitigate their risk to these viral situations in an omni-channel world where customers can reach out via chat, email, phone, or even social media?
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!
C3Centricity
APRIL 17, 2018
Everyone is talking about customer first strategies and why they are important. However walking the talk is a different matter! An interesting article on NewMR by Ray Poynter prompted this post. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days.
Lumoa
APRIL 17, 2018
We have been talking a lot about how important it is to take actions on customer feedback. Customer feedback is the essential unlimited source for development and inspiration for the whole company. As mentioned by Lincoln Murphy, " You can focus on adoption, retention, expansion, or advocacy; or you can focus on the customers' desired outcome and get all of those things.
Contact Center Pipeline
APRIL 18, 2018
What do NASCAR drivers Kyle Busch, Martin Truex, Jr., and Jimmie Johnson have in common? Each driver qualified for the 2017 Monster Energy NASCAR Cup Series. They’ve each seen their share of the winner’s circle. But most importantly, they rely on a strong pit crew to cross the finish line. Your contact center might not […].
TechSee
APRIL 17, 2018
With all the AI hype in 2017, the customer service industry expected smart machines to truly transform the customer experience. However, while AI has not yet become the answer to all our customer service challenges, the technology is moving forward at a rapid pace, and is en route to achieving the level of impact previously predicted. AI and its enabling methodologies — Machine Learning, Deep Learning and its applications, NLP, computer vision and speech recognition — are the focus o
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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.
Toister Performance Solutions
APRIL 17, 2018
Email is a critical customer service channel. A 2017 study from inContact revealed that just 43 percent of customers were highly satisfied with their most recent email customer service interaction. Those who were happy cited speed as a top delighter. The average company takes 12 hours and 10 minutes to respond to an email, according to a 2018 study from SuperOffice.
UJET
APRIL 19, 2018
Until recently, it was assumed that technology would replace people in customer support. Now it's clear that technology alone isn't enough. Modern customers want the organizations they work with to be their advocates, to be accountable and proactive when it comes to their needs and goals. Customers want their experience with a brand to be personalized and intimate.
Contact Center Pipeline
APRIL 17, 2018
In September 2007, Carnegie Mellon University Computer Science Professor Randy Pausch was diagnosed with liver cancer. For those of you who have never seen “The Last Lecture,” I encourage you to watch it on YouTube. Plan to spend a little more than an hour watching. Professor Pausch delivered an inspiring lecture focused on three parts—his […].
Fonolo
APRIL 17, 2018
In the wide world of call center metrics, “service level” has always held a special place. It gives the industry a universally understood way to talk about how quickly calls are answered by agents. Its origins go back over 5 decades, to the earliest days of call centers. The longevity of service level is astonishing when one considers the enormous changes that have occurred in customer service technology over the last few decades.
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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.
aircall
APRIL 20, 2018
As it turns out, new consumer-reported statistics have confirmed what we knew all along. According to a recent Oracle survey of 5,028 consumers , 68% said they would buy more from brands that “put service back in customer service.”. Right. But what does this mean exactly? 79% Want their issues to be resolved in one interaction. 76% Will use a company that can minimize menu selections and get them to the right individual quickly. 75% Recognize the value and efficiency of voice and video chat.
Amity
APRIL 19, 2018
I’ve been thinking a lot lately about Customer Support and its place within an organization, and have come to a conclusion, Customer Support, as it is traditionally seen, is obsolete. I am sure many of you immediately push back at this thought and will tell me that there is always going to be a need for such a reactive group, a group of individuals who wait for the customer to reach out to answer their questions, but I disagree with this thought process.
Customer Service Life
APRIL 16, 2018
This article was originally published on the FCR blog on March 30, 2018. Click here to read the original. I’m quite fond of the names of a couple members of our Workforce Management Team at FCR — Jeremy Grogan and Jeremy Conway. In fact, I often get copied on emails requesting a detailed schedule analysis or staffing projection, and after a momentary panic attack, realize one of the other Jeremys was the intended recipient.
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