Beyond Philosophy
DECEMBER 14, 2017
Do you believe it is the Customer Experience you provide that makes customers loyal? If you do, I am sorry to be the one to inform you that you are wrong. I have been a global Customer Experience consultant for fifteen years, since before Customer Experience was even a thing. As a result, I thought I knew everything there was to know about Customer Experiences.
Myra Golden Media
DECEMBER 15, 2017
Today I delivered a customer service workshop in Chicago. When we broke for lunch, three of the attendees invited me to a vegan bistro. Of course, I was thrilled to join them! Over lunch, one of the ladies told me, “I almost never take my vacation time. I prefer just to cash out and get a lump sum payment.” The mother in me couldn’t keep quiet.
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Call Center Weekly
DECEMBER 14, 2017
By Rinku Basu Over the past few years, customer services have been taken to astonishingly new heights. ‘Meeting expectation’ is no good anymore, surpassing expectation is the only modus operandi for existence. To our advantage, with the advent of digital technologies and social media, reaching out to the consumer market and creating a positive brand experience has become less strenuous.
ShepHyken
DECEMBER 13, 2017
For many years, I’ve shared the concept I call the One Thing Question. The idea is to ask a customer, “What’s one thing you can think of that would make doing business with us better?”. I love this question because it’s all about how a company can improve in virtually any area. Some customers might suggest product improvements. Some might suggest a way to improve the system.
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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
DECEMBER 11, 2017
Are you the kind of person who hums along to “Jingle Bell Rock” in the supermarket? Does it make you want to fill your cart with cookies and egg nog? When you hear “Winter Wonderland” at the mall, do you think of sleigh rides and warm nights by the fire? Do you feel excited to start your holiday shopping? Or are you one of those who wish they’d just play something else – anything else?
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
DECEMBER 11, 2017
By Melodee Norris How easy is it to deliver exceptional customer service consistently to every customer, every time? Super simple when the customer is polite and nice, right? It is natural to mirror how we are being treated so when a customer is courteous and kind, good customer service is delivered. Once a customer becomes challenging, confrontational or rude, it can be very difficult to resist what comes natural, resulting quite often, in a poor customer experience.
ShepHyken
DECEMBER 12, 2017
Know Your Customers. Understand Your Customers. Keep Your Customers. . Shep Hyken Interviews Shannon Bell, Head of Product Management and Strategy at Amdocs. How are you using Artificial Intelligence to better understand your customers? Shep Hyken interviews Shannon Bell, digital intelligence expert, discussing the importance of integrating AI into business and how it benefits the customers and the company long-term. <span data-mce-type=”bookmark” style=”di
Peter Lavers
DECEMBER 11, 2017
In our new guest blogger Jason Grills ’ first instalment of this blog , he shared four great customer service training ideas that will refresh your support service and take it to a higher level. Here are the remaining four! #5 True or False Quiz. This activity is one of the best ways of improving the team spirit, especially when it comes to recently formed teams.
Contact Center Pipeline
DECEMBER 12, 2017
Contact Center managers and business owners who have invested in sophisticated unified communications networks typically understand the urgency of maintaining a skilled, consistent and well-seasoned staff to use these networks. Businesses owners should therefore do whatever is necessary to draw superior talent from a wide pool of knowledgeable workers—and to keep those talented agents long-term—in […].
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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.
Beyond Philosophy
DECEMBER 12, 2017
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Target Corporation has had a number of challenges over the past few years, from abruptly closing all of their Canadian stores to a 2016 earnings shortfall, plummeting stock price, and a rather negative sales outlook for 2017 (first quarter EPS was 6% lower than first quarter 2016).
ShepHyken
DECEMBER 11, 2017
Each week I read a number of customer service articles from various online 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 Choose a Gift That Will Wow Your Customers by John Ruhlin. (Business.com) Giving a gift? Waiting for inspiration to hit means you could easily strike out with the recipient.
Myra Golden Media
DECEMBER 13, 2017
How did 2017 go for you? Employees still struggling with how to control calls with unreasonable customers? Your customer experience still not where you know it needs to be? Still trying to get your people to convey empathy? I know. The struggle is real. The real question is: how will you gear up to make 2018 better? Let me give your people the tactics, skills, and inspiration they need so they can deliver experiences that make you feel proud.
Contact Center Pipeline
DECEMBER 14, 2017
Last week’s post offered a brief look back at a couple of social customer care pioneers—two companies that led the industry in 2009 by demonstrating how customer service could be delivered through social channels. While companies have had varying degrees of success connecting with customers via social channels over the past eight years, there are […].
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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.
Beyond Philosophy
DECEMBER 12, 2017
Episode Zero – Colin Shaw discusses what you can expect from The Intuitive Customer podcast. Colin outlines in very understandable way, how behavioral economics and psychology fundamentally influences your customers experience and how you can use these to improve your customer loyalty and customer retention. The post 0: The Intuitive Customer Episode Zero appeared first on.
CX Global Media
DECEMBER 13, 2017
There are 3 different generations of chatbot technology found in contact centers, websites, or in an APP experience. Learning about the different chatbot technologies will help you to avoid making uninformed decision that lead to bad chatbot performance and poor customer experiences. You can always find yourself on the right path if you are ready to answer these 3 questions for your executives.
CX Accelerator
DECEMBER 12, 2017
How Carvana is leveraging customer experience principles to revolutionize the process of buying a car. Last night began in standard fashion…I consumed a spicy chicken sandwich from Chick-fil-A and wandered around the kitchen for a bit. Things took a turn for the crazy, however, when we headed out to buy a new car out of a giant vending machine. Yes, I’m speaking of Carvana, “The New Way to Buy a Car” as their tagline says.
Call Center Weekly
DECEMBER 13, 2017
What should leadership do to attract and retain millennials? That's a great question! First, let me say I believe some employers have a misconception about millennials, their work ethic, and their habits. Depending on what survey you read, you may be led to believe GenY is the job-hopping generation and they don't like following the rules and regulations.
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!
TechSee
DECEMBER 12, 2017
Are you part of the 80% of enterprises that feel their current customer service systems do not meet their future needs? Read on for surefire solutions. To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints. A truly authentic omnichannel customer experience is achieved when the consumer can seamlessly transition between any device and platform—including the we
Avaya
DECEMBER 13, 2017
At this point, you know customer experience is the competitive battleground in today’s smart, digital world. When done right, customer engagement can increase revenue and overall lifetime value by approximately 20%. There’s just one problem: executing! You know, actually enabling an exceptional customer experience. There’s no doubt companies are making customer experience strides.
Customer Guru
DECEMBER 13, 2017
The Customer Experience Buzz. Customer experience is becoming more important with every passing year. Sadly though, even today there are brands that think that it is just a buzz that will die with time. I, however, believe that customer experience is becoming a part of the boardroom discussion in companies. Looking at the Google search trend also reinforces my confidence in the fact that customer experience will only become more significant and popular in the coming years.
Lumoa
DECEMBER 14, 2017
Wow! Have you seen the new update? We are happy to announce the product update that our team has been working on for the last months. The update touches all your favorite features and turns them into even more a productive toolset, so you can dive deeper into your customer feedback analysis and execute accurate actions based on that. Watch the video below if you want to know how to get actionable insights with the help of the new and updated features.
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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.
Comm100
DECEMBER 14, 2017
In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Why? Well, the customer experience is a key ingredient to getting new business and maintaining customer loyalty. But delivering excellent customer experiences isn’t something that you can measure one time and not look to improve.
aircall
DECEMBER 15, 2017
It feels good to have the power. That’s right — the power. For those in-the-know, we’re talkin’ about detailed analytics — sophisticated reporting tools that weren’t even conceivable to sales directors, customer service managers, or call center supervisors five years ago. But this is the age of information. Data itself isn’t a differentiator. Until you can actually interpret and apply your metrics, they are little more than pieces of abstract art.
VocalCom
DECEMBER 11, 2017
While self-service is key to helping customers find information quickly, IVR is an essential tool for making it happen. IVR, or interactive voice response, uses touch-tone or speech recognition technology to identify and route callers to the most qualified agents, driving greater efficiency on both sides of the customer experience. Here are five key benefits of IVR that make it so vital to creating seamless self-service experiences.
Amity
DECEMBER 11, 2017
Customer onboarding is both an art and a science. To succeed, you need to find the right balance between a creative content strategy and a data-driven approach. Rely too much on the right side of your brain, and you may be in danger of providing customers with safe, but stale messaging. Lean too far left, and how will you ever know the true impact of your program?
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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.
Nexmo
DECEMBER 12, 2017
We developed Nexmo Call Control Objects (NCCOs) to provide developers with a flexible mechanism for controlling the flow of a Nexmo Voice API call. Developers use this handy JSON array to generate over 15 billion minutes of global voice traffic every year on our platform. That’s why we’re thrilled to announce the release of Nexmo […].
Centriam Customer Experience Lab
DECEMBER 12, 2017
Using conclusions drawn from Centriam’s 2017 Retail Study, we have proposed areas of focus to enhance customer experience for two common NPS objectives.
PeopleMetrics
DECEMBER 12, 2017
“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. Not quite. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles. CRMs tell you what is happening (prospect & customer contact information, what they bought, when they bought it, how much was spent, size of their company, etc.); while
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