Beyond Philosophy
MAY 25, 2018
Recently, Lorraine and I re-evaluated some of our long-term subscriptions – like cable TV, magazines and travel insurance. If you’re like us, once you sign on for something, you tend to renew without thinking much about it. Who on earth would want to deal with a new cable company or shop for insurance every year? You might expect to be rewarded for this long-term loyalty.
Steve DiGioia
MAY 21, 2018
…which of these 5 types are you? This original article was written by Steve DiGioia. Most people understand that in order to provide good customer service we must use one of our least appreciated soft skills – listening. Without being a good listener how can you ever “hear” your customer’s concerns, wants, needs or desires? You lose the opportunity to identify the best way(s) to service them.
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ShepHyken
MAY 23, 2018
Two years ago I reported on NewVoiceMedia’s “serial switchers” report that indicated that $62 billion was lost due to poor customer service. That number, in their new report now has that number pegged at $75 billion! That’s a lot of lost business! Here’s my take on this. Customers want and expect more than ever before – because that’s what we have we taught them.
Callminer
MAY 23, 2018
See in our infographic more insights and predictions on how AI is changing the customer experience for the consumer and in your call center.
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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.
CX Global Media
MAY 24, 2018
Adriana Thompson – Contact Center Supervisor of the Year 2018. Adriana Thompson was confronted with a challenge that so many frontline leaders in contact centers face. How to become a better leader when the path to success is not so visibly clear. 59% of frontline supervisors in contact centers were formerly agents (Source: ICMI). And like me, when you obtain the position, the excitement is rapidly met with anxiety because 99.9% of frontline supervisors are left to figure it out on their o
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
MAY 21, 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. 5 Ways Starbucks is Innovating the Customer Experience by Liz Barrett Foster. (QSR) In the fight to win back its brick-and-mortar customers, Starbucks is leveraging technological and experiential methods.
Callminer
MAY 21, 2018
Here are three emerging use cases that can help you take your Interaction Analytics programme to the next stage and convert your contact centre into a predictions centre.
Beyond Philosophy
MAY 25, 2018
All too often organizations suddenly see customers leave and have no idea this was going to happen. Colin Shaw and Professor Ryan Hamilton discuss how can you tell when a customer is going to leave you…and what can you do about it. The post How to Avoid Customer Defection appeared first on.
Contact Center Pipeline
MAY 23, 2018
If you run a call center, change is familiar. The functionality and technology are more advanced than ever before. Beyond that, the expectations of service, the metrics that gauge success, and the channels customers can use to maximize their efforts and minimize their wait times are very different. Today, most changes to call centers are […].
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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.
ShepHyken
MAY 22, 2018
Grow Sales, Revenue, and Customer Loyalty While Improving the Customer Experience. How can you create a better online support experience for your customers? Shep Hyken is joined by Jamie Edwards, Kayako ’s co-founder and chief operating officer, all the way from London, to discuss the importance of live chat and how it can improve the customer service experience. ?
Peter Lavers
MAY 24, 2018
Peter Lavers ( @PeterLavers ) and fellow IBM Futurist Watson Martin Jones ( @martinjonesaz ) took part in an IBM Watson Commerce ( @IBMCommerce ) tweetchat on Thursday, 26 April 26 ,on the subject of “Can your digital experience integrate behaviors?” Here’s a summary of Peter’s contribution: Q1. How would you describe a digital experience?
Beyond Philosophy
MAY 21, 2018
Customer expect different things. Its a constantly moving goal. How do we keep up with these? Colin Shaw and Professor Ryan Hamilton discuss this and other topics. The post How Do You Keep Up with Customer Expectations? appeared first on.
Contact Center Pipeline
MAY 24, 2018
There is an old Japanese proverb that says: “Vision without action is a daydream. Action without vision is a nightmare.” When consulting companies on their quality assurance programs, I often find that this proverb rings true. I commonly will find a great vision without a plan, or a great plan that doesn’t relate back to […].
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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.
ShepHyken
MAY 25, 2018
This week we feature an article by Matt Nolan who shares five keys to building more compelling, sustainable customer relationships. – Shep Hyken. Customer retention used to be considered just a “service problem.” That’s before the service world went digital, and the old ways of doing business became almost shameful, which happened practically overnight.
Lumoa
MAY 21, 2018
Who in an organization should own the customer experience? Some people say it is the CEO, some people claim it should be the CMO. Some IT infrastructure led organizations have even given the ownership to the CIO! Some people say it must be the whole organization. And some people argue that if the ownership is shared across the organization, no-one really has the responsibility to make things right.
HGS
MAY 22, 2018
3 Ways Healthcare Engagement Models Differ from Other Industries. Austin Ridgeway, Director, HGS Healthcare. Over the past couple of years, there has been a lot of industry buzz about what retail can teach healthcare about engagement strategies. Now it’s time to walk the talk, with many watching and learning from disruption like the up-and-coming Berkshire-Amazon-JP Morgan venture.
Peter Lavers
MAY 23, 2018
International recognition is coming thick and fast for Peter Lavers as a top influencer / expert in the field of Customer Experience (CX). This time it’s Cloud Knowledge Management specialists Panviva , who have named Peter in their list of top CX professionals to follow. Once again, it’s a great list of the great and the good in the field, and Peter’s honoured to be included.
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!
Contact Center Pipeline
MAY 22, 2018
Some things just go together like chips and salsa, Frick and Frack… millennials and smartphones. It doesn’t seem that long ago that managers were contemplating whether Bring Your Own Device (BYOD) policies made sense for the workplace. In fact, a 2016 poll conducted by Service Agility and Contact Center Pipeline found that 42% of contact […].
TechSee
MAY 21, 2018
Tuesday, November 23, 2015 started out like any other day at work for James Crenson. Coffee, check email, prep documents for weekly meeting, solicit input from co-workers on slack. Um, Slack? At 8:50 a.m. EST, popular workplace messaging service Slack suffered a massive outage , leaving over a million users around the world unable to send or receive messages and files for almost three hours in the middle of the workday.
HGS
MAY 20, 2018
How Government Can Better Embrace Digital Customer Service Channels. By Rob Irons, Head of Public Sector, HGS. Speak to any customer service focused organisation and they will enthusiastically tell you about how digital channels are transforming their customer services to deliver faster, more accurate information and assistance to their customers 24/7, via any channel.
The Northridge Group
MAY 24, 2018
Consider your experiences as a consumer. Have you ever been so aggravated by a company that you’re ready to switch to their competition because they are just too difficult to work with? Most (if not all) of us are likely to answer “yes”. As consumers with busy schedules and a lot to accomplish on any given day, we gravitate towards options that provide the fastest and most painless way to obtain the services we need – whether it’s making a purchase from an online retailer, or establishing new te
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Customer Experience Matters
MAY 24, 2018
As an organization’s customer experience efforts mature, CX metrics become a critical guidepost for all of its activities. You can see different ways to download this infographic below. Here are links to download different versions of the infographic: Infographic: in .png format, in .pdf format 18? x 24? poster: in .jpg format, in .pdf format Here are links to the research referenced in the infographic: Five Steps For Building A Strong CX Metrics Program The State of CX Metrics, 2017.
Customer Guru
MAY 22, 2018
“Customers will never love your company until your employees love it first.” ~ Simon Sinek. It is a well-known fact that healthy employee engagement and sustained business growth are correlated. Interestingly, some might wonder whether corollary is true as well, i.e. successful organisations really have better-engaged employees? And what if the stream were to flow backward, can the success of a business result in better engagement?
Mindtouch
MAY 23, 2018
Last week, it was with a great deal of emotion that I announced to all MindTouchers that I’m stepping out of my position as CEO of MindTouch. Aaron Rice, our long-time COO, has been promoted to the role of interim CEO. I will remain on the Board of Directors, which will allow me to influence company strategy while freeing up time to explore new adventures, both personal and professional.
Fonolo
MAY 24, 2018
If you run a call center, change is familiar. The functionality and technology is more advanced than ever before. Beyond that, the expectations of service, the metrics that gauge success, and the channels customers can use to maximize their efforts and minimize their wait times are very different. Today, most changes to call centers are a response to consumer behaviour, rather than an effort to advance business initiatives.
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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.
Amity
MAY 24, 2018
Whether we are a small bootstrapped team or a large resource-rich one, we always find ourselves having to do more with less. As a leader, I always find myself thinking, “How can Customer Operations work smarter, not harder?” I am not opposed to hard work, but in the era of technology, artificial intelligence, and tools galore, it would be silly not to take advantage of all that is offered.
Aspect
MAY 23, 2018
This year’s ACE Women In Technology (WIT) luncheon did not disappoint. Our panel included an amazing group of women from a variety of industries, responsibilities, and years of experience. To top it all off, we were fortunate to have Shelia McGee-Smith, McGee-Smith Analytics as our moderator. The conversation was positive, empowering, and interactive.
Mindtouch
MAY 23, 2018
Be a good customer. This was my key takeaway on the last day of the TSIA (Technology Services Industry Association) Technology Services World conference a couple weeks ago in San Diego. The theme this spring was the convergence of services and sales and strategies for making both synchronized and profitable. I’ll be honest, this was not my topic of choice.
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