Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. It goes without saying that this is an incredibly complex undertaking, particularly in large organizations with thousands of call center agents having many thousands of interactions with consumers every day.

665

665

Uniphore

SEPTEMBER 7, 2017

Delivering exceptional customer experience is the holy grail of modern business, but like King Arthur’s knights, you are unlikely to find what you seek without an effective map. Read More.

Customer Experience 266

Customer Experience 266

Customer Bliss

SEPTEMBER 7, 2017

Last week, we highlighted what Southwest Airlines was doing for those displaced by Hurricane Harvey , and now we have a few more examples to share: Mattress Mack: This story has gotten some attention , and “Mattress Mack” (real name is Jim McIngvale), who owns several Houston-area furniture stores, has opened his doors to those displaced by Harvey.

Government 173

Government CX 173

Beyond Philosophy

SEPTEMBER 4, 2017

Walmart is debuting a towering new kiosk that makes it easier to pick up online orders in your local Walmart store. Early reviews of Walmart’s “pickup tower” give it a thumbs up. In about 20 Walmart stores, you can scan a barcode on your phone at the bright red 16-foot-tall tower in the front of the store. A door opens, your item appears, and you’re done.

Retail 158

Retail Technology Technology Customer Experience 158

Speaker: Jason Cottrell and Brian Walker

Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.

Customer Experience

Callminer

SEPTEMBER 6, 2017

Average speed of answer is one of the most important metrics for call centers. It is closely tied to those of average handle time and first call resolution.

182

182

Uniphore

SEPTEMBER 5, 2017

Join the chatbot revolution! There are many benefits to implementing a chatbot within your contact center, most of which directly and positively impact on the end-customer. Read More.

Contact Center 133

Contact Center 133

Beyond Philosophy

SEPTEMBER 6, 2017

When you are improving your Customer Experience (CX), measuring your progress is crucial. Measurement tells you what you are doing right and, perhaps more importantly, what you are doing wrong. The analysis also helps you determine goals for your team and where to focus your efforts. It also helps you allocate proper resources. Fail to measure correctly, and you will have a tougher road to success—or miss the road altogether.

Legal 121

Legal Finance CX NPS 121

Callminer

SEPTEMBER 4, 2017

With the introduction of the Open Water initiative in April 2017, UK water suppliers are facing new competition for business customers.

182

182

Uniphore

SEPTEMBER 6, 2017

Language versus Intelligence. Natural Language Understanding and artificial intelligence are often terms that are used interchangeably when describing virtual assistants, but they are actually two different things. Read More.

Artificial Intelligence 0

Artificial Intelligence AI 0

Fonolo

SEPTEMBER 7, 2017

Here’s an obvious statement for you, “Make sure customers are 100% happy with their experiences”. This truth goes without saying, since happy customers – those who actually like doing business with your brand – are also more likely to be loyal to your brand. And as you know, a happy customer is the result of having positive experiences with your business, which leads to increased customer satisfaction and ultimately revenue generation.

Customer Satisfaction 111

Customer Satisfaction Net Promoter Score Contact Center NPS 111

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Customer Loyalty

Myra Golden Media

SEPTEMBER 5, 2017

My course, “Delivering Bad News to a Customer” for Lynda.com and LinkedIn Learning is now live! If you struggle with how to deliver bad news to customers, you’ll want to take this class. Here’s a description of the course: Customer service is about providing the best experience to a customer—yet, a lot of the time customer service reps find that their hands are tied and that what the customer wants is not something the rep can deliver.

Customer Service 101

Customer Service Customer Experience 101

Callminer

SEPTEMBER 7, 2017

Average speed of answer is, at the most basic level, about running an effective call center by finding the fastest path to having customers’ questions answered or issues resolved. This means understanding the metrics that need to be monitored, transcribed, and analyzed in order to glean actionable insights. . Average speed of answer is one of the most important metrics for call centers to measure.

Construction 140

Construction Actionable Insights Customer Satisfaction Technology 140

Uniphore

SEPTEMBER 8, 2017

Doing a better job than an agent. While a robot would never be able to take the place of agent 007, there is a school of thought that suggests that a personalized self-service solution offers many advantages over a human contact center agent. Read More.

Contact Center 124

Contact Center 124

ProProfs

SEPTEMBER 5, 2017

The promise of a personalized approach to impact the practice of teaching & learning and offer more result-focused knowledge enhancement to students is a tall order which the present day instructors are facing. The educators in the K-20 space are facing the challenge to offer customized, one-on-one instruction that is key to creating an engaging learning experience in an era where every student has a unique learning style.

Education 102

Education Artificial Intelligence Technology Technology 102

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Totango

SEPTEMBER 6, 2017

Zendesk is a family of products that helps companies manage the entire customer lifecycle in different ways. They are on a scale that is uncommon for B2B companies, with a $350M run rate, 90K paying customers, and an additional 50-100K free or trial customers at any given time. At Customer Success Summit 2017 , Sam Boonin, VP of Product Strategy at Zendesk, gave a keynote address where he pointed out that “relationships between businesses and consumers are complicated,” because what they want is

B2B 82

B2B Education Innovation Sales 82

Fonolo

SEPTEMBER 6, 2017

Fonolo is excited to return as a sponsor for this year’s Contact Center Demo & Conference, happening September 25-27th at Mandalay Bay in Las Vegas, Nevada. The Contact Center Demo & Conference is produced by ICMI – a trusted advisor in the contact center industry – and is an independent, forward-thinking program focused on future contact center trends.

Contact Center 67

Contact Center NPS Customer Satisfaction Customer Feedback 67

Taylor Reach Group

SEPTEMBER 6, 2017

By: Colin Taylor. When we are thinking about our Quality Assurance (QA) processes, we need to ask ourselves, “Are we measuring the right elements and in the right ways?” What I mean by this is “Are our measurements concrete enough?” If we are employing a 10-point scale, can anyone really explain and rationalize a 6 versus a 7? It is gray areas that cause problems in calibrations when providing feedback.

Scorecard 61

Scorecard Customer Satisfaction CX Customer Experience 61

Customer Bliss

SEPTEMBER 5, 2017

Episode Overview. Damian and I discuss how he is leading the transition, in partnership with his CEO, to make AGL Energy of Australia a service business that happens to supply energy. In our conversation, Damian walks us through his six dimensions of the transformation, and many not-to-be-missed tactics that he has used to make progress. About Damian.

Touchpoint 59

Touchpoint Management Consulting Education Customer Experience 59

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Voice of the Customer

Kerry Bodine

SEPTEMBER 7, 2017

I’ve had the honor and pleasure of serving as the head of the jury for this year’s Service Design Awards. As a jury member since the inception of the award in 2015, I’ve seen a steady increase in the quality of the award submissions—and this year was no exception. I was particularly impressed with the quality of this year’s student submissions, many of which were on par with the professional work submitted.

Hospitality 48

Hospitality Hospitality Transportation Manufacturing 48

Confirmit

SEPTEMBER 5, 2017

As a Customer Experience professional, do you find yourself struggling to show real results and tangible business outcomes? After roughly twenty years as a discrete discipline, Customer Experience (CX) is still a difficult career in which to demonstrate business value. Many in the field are absolutely committed to the profession and to the mission of improving customer and employee experience.

Customer Experience 49

Customer Experience Education Innovation CX 49

CX Journey

SEPTEMBER 5, 2017

Will you be joining Sue Duris and me for the first #CXchat of many to come? Sue and I talked about the fact that there hasn't been a Twitter chat dedicated to customer experience since #cxochat, which ended a couple years ago. Customer experience is such an important topic today that we wanted to come up with a way to continue to keep it front and center.

CX 45

CX CX Transformation Education Start-ups 45

1 to 1

SEPTEMBER 8, 2017

It’s unquestionable that consumers become emotionally attached to certain devices and technologies. For instance, a global survey of 8,000 people found that one-third of respondents said they “couldn’t live without their phone” and if given a choice, more people would rather lose their wallet than their phone, reports Reuters. But what determines whether something will be a long-lasting hit (e.g., the smartphone) or quickly fizzle (Pokémon Go)?

Technology 24

Technology Technology 24

Speaker: Blackberry, OSS Consultants, & Revenera

Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?

Technology

Kerry Bodine

SEPTEMBER 5, 2017

I have abysmal travel luck. I routinely end up on a flight that’s delayed because of a malfunctioning toilet or that has to make an emergency landing because of an overheating engine. I’m a magnet for flat tires, stranded ferry boats, minor medical emergencies, and tragic travel miscommunications. I might be an omen of travel woe, but my experiences have made me darn handy in a pinch.

Engineering 33

Engineering Gaming 33

Confirmit

SEPTEMBER 4, 2017

It’s less than a month until the fifth annual CX Day , organized by the Customer Experience Professionals Association (CXPA). Once again, Confirmit is delighted to be a sponsor of what has become a real highlight of the Customer Experience calendar. As the CX industry grows and more people become true professionals in what has been, until recently, a fairly niche area of expertise, CX Day has become a wonderful rallying point.

CX 40

CX Voice of the Customer Voice of the Employee Technology 40

CX Journey

SEPTEMBER 7, 2017

Image courtesy of Pixabay Do you know the top three secrets of VoC success? Strong Voice of the Customer (VoC) programs are a foundational element for any CX transformation. Transformations grounded in customer understanding lead to better outcomes for the business and for the customer. And so it was on that premise that I compiled the three secrets of VoC success for a recent CMSWire.com webinar, in advance of my keynote at DX Summit in Chicago this November.

VOC 38

VOC CX Transformation Voice of the Customer Customer Feedback 38

1 to 1

SEPTEMBER 5, 2017

AI and chatbots are driving forces in how businesses understand and assist their customers. These powerful and insightful tools are being applied in unique ways to meet needs throughout the customer lifecycle. And the recent Leadscon 2017 “Connect to Convert” conference in New York bustled with innovative ideas about how to use AI and bots in B2C and B2B marketing.

AI 20

AI B2C B2B Innovation 20

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. It goes without saying that this is an incredibly complex undertaking, particularly in large organizations with thousands of call center agents having many thousands of interactions with consumers every day.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

Comm100

SEPTEMBER 7, 2017

Whether you are bringing aboard new live chat agents or setting up your live chat dream team for the very first time, you want to make sure that you are hiring agents that will have a positive impact on your team and your customers. These live chat interview questions and answers will help you get to know your prospective agents, and decide if they are the best match for your company.

Sports 45

Sports Customer Service Start-ups Construction 45

Myra Golden Media

SEPTEMBER 8, 2017

True nobility isn’t about being better than someone else. It’s about being better than you used to be. Wayne Dyer said that. Always speak in complete sentences. Don’t say, “Zip code?” Say, “May I have your zip code, please?”. Let upset customers vent for a few seconds. And while customers vent, offer simple reassurances, like “Um hmm” or “I see.”. Bridge into questions, like this, “To determine what has happened, I will need to ask you some questions.” Strive to respond to emails wit

Customer Experience 99

Customer Experience Social Media Construction Customer Service 99

Fonolo

SEPTEMBER 5, 2017

The concept of a “North Star” metric has become a fashionable discussion among start-up culture. The idea is that companies should find a single, simple metric to focus on and, if they choose well, it will align everyone on the team with the actions needed for success. Check out this deck on that topic from Sean Ellis, who popularized the “growth hacking” phenomenon.

Net Promoter Score 52

Net Promoter Score Contact Center Customer Satisfaction Start-ups 52

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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper

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