One Concept that Improves All Your Customer Service Interactions
Callminer
MAY 17, 2017
Most customer service remains lackluster and inconsistent—while executives routinely believe their customer service is better than it really is.
May, 2017
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Financial Darwinism: Why Financial Call Centers Have Failed to Deliver
Uniphore
MAY 30, 2017
The Promise. Many years ago, the banking industry introduced the call center channel with the goal of lowering service costs and improving the overall customer experience. The plan was essentially to eliminate basic, low value transactions from the traditional banking branches banking, which would allow branch workers to focus on higher revenue-generating activities, while also providing customer service access around the clock.
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Don’t Be Fooled: Digital Will Never Replace Physical!
Beyond Philosophy
MAY 22, 2017
With online shopping, transactions and communication as prevalent – and as easy – as it is today, it can often be tempting to focus most of your Customer Experience efforts on getting your virtual presence right. When many of your customers will engage with you solely on a virtual platform, it can make sense to favor it. However, neglecting your brick-and-mortar experience can lead to inconsistent CX and online backlash.
Is Your Customer Service Consistent?
Customers That Stick
MAY 4, 2017
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Reimagine Your Communications With A Unified Platform
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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.
John Oechsle: How Do You Spell CRM Evolution? With 4 C’s
Bill Quiseng
MAY 8, 2017
This week’s post is from Swiftpage CEO John Oechsle. He examines the evolution of how organizations connect with their customers and how smaller and midsized businesses are finding ways to compete for customers with larger players in their space through the 4 C’s of customer information. Swiftpage is the owner of Act! , the first to market customer relationship management software solution that pioneered the space 30 years ago and is still innovating today, so he has a bit of a uni
Breaking the Ice Episode #11: Boosting Morale with Nate Brown
Customer Service Life
MAY 17, 2017
Finally, Breaking the Ice goes to 11 — and we’re so happy to break the ice with our always-best-dressed friend, Nate Brown. Nate is Director of Customer Experience at UL and regularly writes a blog called Customer Centric Support. We had a little bit of fun with this episode. Here are the questions: Icebreaker Question: What’s your favorite Halloween costume of all time?
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Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
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Why Are Customers Frustrated with Omnichannel CX
Uniphore
MAY 22, 2017
Today’s modern, tech-savvy customers are becoming increasingly demanding in their quest for a great customer experience. They expect to be able to shop anytime, anywhere and from any device easily, and if your brand is not fulfilling these expectations, you won’t survive. Therefore, one of the critical aspects of any customer service strategy today is to deploy an Omnichannel sales and customer service approach that provides customers with an integrated experience across all channels, including
Who Wins – Brand Or Customer Experience?
Beyond Philosophy
MAY 8, 2017
Back in 2011, Boston College performed an interesting study involving everyone’s favorite energy drink, Red Bull, and the behavior it evoked in study participants. In brief, the study asked a number of participants to “drive” a car in a video game and they measured several factors, including speed, power, aggressive behavior and risk-taking. Interestingly, those driving the cars painted with a Red Bull logo consistently drove faster and more aggressively than other participants, apparently beca
The Importance of Onboarding Employees
Customers That Stick
MAY 1, 2017
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Using SMS to improve – or detract from – the customer experience
Heart of the Customer
MAY 23, 2017
I’ve been traveling a lot, and recently had a few service interactions that show the power – and the peril – of using texts to engage customers. Perhaps you’ve seen that some higher-end hotels are sending welcome texts as a simpler way to engage customers and to show responsiveness. I first experienced this at the […]. The post Using SMS to improve – or detract from – the customer experience appeared first on Heart of the Customer.
How Retailers Are Transforming Customer Experiences with Data & AI
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.
Breaking the Ice Episode #13: What We Shared at the 2017 ICMI Conference
Customer Service Life
MAY 31, 2017
Jenny and I had the privilege and honor of presenting at the 2017 ICMI Contact Center Conference last week in Orlando, Florida. In this episode you’ll hear a brief summary of our presentations, and if you stay to the very end, you’ll be treated to an original song that Jenny shared in her session. You’ll also learn about the worst trouble we’ve ever gotten ourselves into.
Identifying the Top Call Center KPIs & Metrics for Your Business
Callminer
MAY 9, 2017
Managing a call center is no easy feat, which is why it is imperative to deploy tools that can measure progress, results and performance.
Proactive Customer Service and Its Importance
Uniphore
MAY 12, 2017
Solving the customer’s problem – before they are aware of it. A proactive approach to customer service may be more difficult to pull off, but it offers a wide array of benefits that should excite any enterprise. Read More.
Are Loyalty Cards Dead?
Beyond Philosophy
MAY 10, 2017
If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. But how can I be loyal to Florida grocer Publix and also their competitor Winn-Dixie? Can I be loyal to American, United and Delta? To Starbucks and the coffee shop down the street?
Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity
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.
The Customer Is Always Right — Really?
Customers That Stick
MAY 13, 2017
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The Basics of Customer Journey Mapping
PeopleMetrics
MAY 4, 2017
Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their organizations. In our blog, we commented on the slow progress revealed by the trends in this data , with few disciplines improving over time. However, one exception to this stagnation in activities exists: the practice of customer journey mapping.
What Makes a Training Program Rewarding for Your Employees?
ProProfs
MAY 23, 2017
Training programs exist to make sure your employees are well-equipped with the skills, knowledge, and procedural awareness necessary to fulfill their responsibilities as safely and productively as possible. Investing in a good training program helps you cut the costs of educating new hires and establishes a faster-integrated, higher-performing team.
The Best Way to Learn from Your Customers? Sit Down and Shut Up!
Heart of the Customer
MAY 3, 2017
We all like to talk. It’s part of being human. We like to share ideas and concepts. It’s natural. It’s also a terrible way to learn from your customers. This may seem obvious. But then why do so many do this wrong? I was reminded of this in a journey mapping round table I recently […]. The post The Best Way to Learn from Your Customers? Sit Down and Shut Up!
Software Composition Analysis: The New Armor for Your Cybersecurity
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?
The Holy Grail of Customer Experience
Uniphore
MAY 11, 2017
While focusing on the customer experience today is required, the multitude of touchpoints involved makes it increasingly difficult to keep customers happy all the time, which is necessary if you are to build brand loyalty. Read More.
Exciting New Trend: Companies Do Listen To You!
Beyond Philosophy
MAY 24, 2017
The last time I went to an American baseball game, the food cost more than my ticket. And what food it was! A fish sandwich that tasted too fishy to eat. A massive yet strangely bland macaroni and cheese concoction. And a $12 light beer. No wonder I don’t go to the ball park very often. Apparently, I’m not alone, and it seems that major league baseball is paying attention.
How Employee Empowerment Really Works
Customers That Stick
MAY 8, 2017
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7 More Technologies To Jumpstart Your Customer Service
Customer Service Life
MAY 15, 2017
This article was originally published on the FCR blog on May 3, 2017. Click here to read the original. At FCR we have an Emerging Technologies (ET) team that exists to learn about the various tools and technologies that can help companies deliver a better customer experience and help contact center leaders manage their teams better. I sometimes joke that we’re the folks that sit in on all of the sales demos so you don’t have to.
7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus
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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
Click-to-Call: Driving Great Calls in the Contact Center
Taylor Reach Group
MAY 19, 2017
By: Bruce Lebowitz. . Many companies are reluctant to introduce click-to-call technologies (also known as click-to-agent, click-to-dial, click-to-contact, tap-to-talk etc.) for fear of driving increased costs and complexities to their Contact Center. Their fears included: . . Driving incremental contacts into their center. Requiring new systems (and integrations).
Don’t replace “thinking” with “execution”
Customer Bliss
MAY 18, 2017
It can be common at some companies for execution to be the norm. (More on this in a second.) I’ve done 51 episodes of my podcast now, and usually the feedback I get from listeners is that they like the sections where the guests go over actionable, tactical items. In other words: execution. People want to know how to achieve something — the steps and processes — because often that’s most important to their rank/level (and theoretically most important to the company scali
Why the phone still seems to be the preferred channel of choice
Uniphore
MAY 31, 2017
I just called to say…I have a problem. Despite the massive investments many organizations are making in new digital contact channels, the majority of customers are still turning to the tried and tested telephone to resolve their challenges. Read More.
Guess Who? They Know everything!
Beyond Philosophy
MAY 31, 2017
Find out what Google knows and your Customers won’t tell you: Economists hate surveys. They don’t trust them because people lie in surveys. Economists prefer to look at what people do instead, which, as we know, is what people are incented to do. Understanding these truths is critical to the work of an economist, and it is also vital to moving your Customer Experience to the next level.
When Customers Win, You Win: How to Deliver Value That Transforms Your Customer Experience
Speaker: Donna Weber - Customer Onboarding Expert
Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.
Are Your New Customer NPS Scores Low? Here’s Why
Heart of the Customer
MAY 18, 2017
It’s not unusual for new customers to have lower scores than expected—but it can seem counterintuitive. After all, they just selected your company – why are they so low? You’ve gone through and removed barriers, but your customers aren’t showing the love. It might not be what you’ve done. The problem may be their reference point. […]. The post Are Your New Customer NPS Scores Low?
The Benefits of Artificial Intelligence for Contact Center Leaders
Customer Service Life
MAY 1, 2017
I’m excited to announce that I recently partnered with Solvvy to publish an ebook highlighting the benefits of using artificial intelligence in the contact center. As a customer service leader, I remember the days when one of our supervisors was out of the office because those were the days where I spent most of my day answering questions from my agents.
Will AI Mean Less People and More Profit in the Contact Center?
Taylor Reach Group
MAY 14, 2017
Will AI Mean Less People and More Profit in the Contact Center? . By: Peter Elliot. . . . Mention Artificial Intelligence (AI) to most people and it conjures up visions of talking robots and Alexa - like appliances answering simple questions. Checking into a hotel can now be performed by a robot, and renting a car will likely be done this way soon as well.
10 Contact Center Technologies You Need to Know
Fonolo
MAY 17, 2017
UPDATED: February 2020. Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. This is a mistake because contact center technology is evolving faster than ever before; new technology brings with it new opportunities to improve your contact center’s infrastructure and performance.
The Hidden Costs of Poor Customer Onboarding
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Churn starts within the first 30 days of customers purchasing a product. A lot of it comes down to the first impression customers get through the onboarding process. A poor experience can result in losing current and future customers, and unnecessary overhead. It’s important to know what a poor onboarding experience looks like, the associated hidden costs, and how to build a top-tier onboarding experience for your customers so you can avoid losing hard-earned revenue.
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