Callminer

JUNE 28, 2017

Definition of Average Handle Time Average handle time, or AHT, is an important call center metric. In the simplest terms, AHT is the average time it takes to handle a call or transaction from start to finish – from call initiation, to hold time, to talk time, and all the way through to any related […]. The post What is Average Handle Time? Challenges, Examples, and Best Practices for Improving AHT appeared first on CallMiner.

Contact Center 220

Contact Center 220

Beyond Philosophy

JUNE 22, 2017

It is critical to consider the “anatomy” of an interaction in a Customer Experience. The sheer number of things that occur in an interaction at the same time can seem astonishing. Understanding what happens when your team interacts with a customer and why it is an essential element to taking your Customer Experience to the next level. The Anatomy of a Customer Interaction can make or break your Customer Experience.

Customer Loyalty 161

Customer Loyalty Customer Experience 161

Uniphore

JUNE 14, 2017

The digital transformation landscape is already crowded and becoming even more so every day. We have industry digital veterans (like eGain, LivePerson, Creative Virtual & [24]7) providing VA, chat and co-browsing competing against traditional mainstream telephony & contact centre providers (like Cisco, Avaya and Genesys) who are adding digital offerings to their existing product suite.

Start-ups 138

Start-ups 138

Bill Quiseng

JUNE 19, 2017

Your most important assets are not your customers and your employees. It’s how your customers and your employees feel about your company. Your success as a customer service manager is directly proportional to your ability to drive simultaneously customer satisfaction and employee engagement. Happy employees are inclined to go above and beyond for your customers.

Customer Service 139

Customer Service Customer Satisfaction Customer Experience 139

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

Kerry Bodine

JUNE 7, 2017

For the past two years, I’ve participated as a member of the jury for the Service Design Award , presented by the Service Design Network. In this role, I’ve gotten to review inspiring design work from around the globe. This year, I’m honored to serve as the head of the jury. Here’s a bit more about the award: The Service Design Award recognizes work of an exceptional standard in the field of service design by both students and professionals.

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Heart of the Customer

JUNE 22, 2017

Three years ago, Nicole Newton (then Director of Customer Experience with Thomson Reuters, now at Heart of the Customer) spoke at a Market Research Association (MRA) conference. The topic was “Moving from Insights to Action,” about making the move from Market Research to Customer Experience (CX), as we both recently had. The biggest change we […].

CX 92

CX Customer Experience 92

Beyond Philosophy

JUNE 12, 2017

When we’re in the UK, I complain about the chilly, dreary weather. And when we’re at our home in Florida, my wife Lorraine complains about the dreadful heat. Our complaining is all in good fun – we actually enjoy both locales. But as this article explains, complaining can become a nasty habit that makes our lives seem worse than they really are. Complaining can also affect your business.

Engineering 151

Engineering Start-ups Retail Customer Experience 151

Uniphore

JUNE 6, 2017

Today, customer service trends are driven by the need to meet consumer expectations. However, the evolution of technological innovation together with the emergence of the Millennial consumer has led to quickly changing expectations. Read More.

Customer Experience 133

Customer Experience Innovation Technology Technology 133

Customer Bliss

JUNE 22, 2017

I want to bring up an interesting example of customer experience innovation that has been discussed (but not directly) in recent weeks. It’s a little bit nuanced, so bear with me. (BTW, the overall idea of “customer experience innovation” is obviously very far-reaching, and numerous books have been written on it. This is just about one aspect.).

Innovation 95

Innovation Customer Experience Gaming Healthcare 95

Kerry Bodine

JUNE 11, 2017

For the better part of a decade, I’ve had courtside seats to the evolution of two interrelated disciplines: customer experience and service design. From my vantage point as a both a designer and industry analyst, I’ve seen the potential for these fields to complement, learn, and benefit from each other. A Natural Partnership. The two fields’ respective objectives are, in my mind, the cornerstone of this seemingly natural partnership.

Customer Experience 96

Customer Experience Net Promoter Score Touchpoint CX 96

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Heart of the Customer

JUNE 28, 2017

Customer experience (CX) is about change. I wrote about this last week. But there’s a lot of confusion about the best way to create this change. Immature CX practitioners often see themselves there to drive the business. They see their role as being on the outside, there to show the business what the customers really […]. The post Three steps to create customer-focused change appeared first on Heart of the Customer.

CX 87

CX Customer Experience 87

Callminer

JUNE 4, 2017

there are two factors that consistently have a major impact on customer satisfaction, and therefore on your overall efficiency: talk time and handle time.

Contact Center 182

Contact Center Customer Satisfaction 182

Beyond Philosophy

JUNE 15, 2017

A couple of years ago, Millennials surpassed Generation X for workers in the U.S. and Canadian workforce. They are also the least engaged at their jobs and the most likely to job-hop. Unfortunately, none of this is good news for your Customer Experience. A much-maligned generation, Millennials have been the subject of many viral work videos. Like this one: This rant from millennial journalist Alex Bloomer about her generation struck a chord with people last year: Sure, the videos are worth a lau

Social Media 146

Social Media Customer Loyalty Customer Experience Technology 146

Uniphore

JUNE 1, 2017

Omnichannel and personalization – and never the twain shall meet. Is the desire to deliver a true omnichannel contact center offering at odds with the idea of providing a truly personalized customer experience? Read More.

Omnichannel 133

Omnichannel Contact Center Customer Experience 133

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

Customer Service Life

JUNE 21, 2017

Sweet 16 is here. In this episode of Breaking the Ice we’re so happy to welcome customer service expert, Mike Aoki from ReflectiveKeynotes.com. Given the summer season, we share our dream vacations and then talk about our thoughts on upselling and where it makes sense for a customer service team. Tune in and take a moment to answer this week’s questions for yourself.

Customer Service 75

Customer Service Contact Center Customer Experience 75

Win the Customer

JUNE 28, 2017

If you’re a business owner feeling frustrated because you can’t seem to stay ahead of costs, you aren’t alone. Some businesses struggle from the start, while others may find some initial success and then find customers turning elsewhere. According to the SBA, about 30 percent of businesses don’t make it past their first 2 years.

Transportation 76

Transportation Legal Customer Relationship Management CRM 76

Heart of the Customer

JUNE 6, 2017

A few weeks ago, I found myself flying Air Canada for the first time. There were multiple issues – both flights were delayed without notification, three flights were scheduled from the same gate within an hour, leaving nowhere to put all the passengers, and agents didn’t have working scanners so had to manually write down […]. The post Sometimes, meeting customer promises isn’t so impressive. appeared first on Heart of the Customer.

CX 87

CX Customer Experience 87

Callminer

JUNE 13, 2017

The simplest way to improve your interaction analytics is through specialized interaction analytics software, which analyzes data on your behalf.

182

182

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

Beyond Philosophy

JUNE 5, 2017

One of the annoying things about business travel is that you tend to need things in your hotel room at the worst time. More shampoo when you’re still in your pajamas. A mending kit to repair a button in time for your dinner meeting. The hotel staff, while generally helpful and accommodating, has other things to do. So you wait. It’s not the best customer experience, but if you travel often, you learn to live with it.

Artificial Intelligence 143

Artificial Intelligence Customer Loyalty Technology Technology 143

Uniphore

JUNE 16, 2017

It is well known that metrics have an important role in the success of any call center. Perhaps none more so, regardless of the communication channel, than the Average Handle Time (AHT), which is essentially a management tool to assess how quickly employees are assisting customers. Read More.

Customer Satisfaction 124

Customer Satisfaction 124

Customer Bliss

JUNE 20, 2017

Episode overview. Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. Jackie outlines her road map and actions for re-imagining and reinventing the x-ray or imaging experience that has driven profits, customer admiration and employee joy in their work.

Innovation 80

Innovation Healthcare Customer Experience Net Promoter Score 80

Taylor Reach Group

JUNE 8, 2017

By: John Cockerill. Regardless of the size of the Call Center(s), you have this in your arsenal. It can be a tool of massive value. Be careful how it gets used. Forecasts of Demand make you more knowledgeable and powerful than others in your organization. A decent forecast backed by data and agreed upon by all is a point around which you can make decisions with high degrees of certainty.

Contact Center 74

Contact Center Start-ups Customer Experience 74

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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

CX

ProProfs

JUNE 15, 2017

With so many learning management systems (LMS) flooding the eLearning space, selecting the best platform is definitely a daunting task. Many would say that the process is rather overwhelming because the sheer abundance makes it challenging to identify the best tool that meets and exceeds the expectations. Moreover, there are so many things that need to be kept in mind, like – Does it include the features your business is looking for?

Start-ups 78

Start-ups Gaming Education CRM 78

Callminer

JUNE 21, 2017

Like in any professional field, training provides a neutral environment where staff can learn and practice their skills. It is important to provide employees with the best tools to ensure they can perform their tasks to the best of their ability. Over the years, call centers have seen the development of numerous industry-specific training tools and coaching practices.

Education 174

Education Customer Expectations Innovation Customer Satisfaction 174

Beyond Philosophy

JUNE 19, 2017

I’ve been flying major airlines for a long time, and like everyone else, I’ve noticed the changes – and not in a good way. The checked baggage fees. The snacks we don’t get anymore. Exorbitant fees to change an itinerary and seats that are way too cramped. At one point, carriers said these changes were necessary to stay afloat amid skyrocketing fuel prices.

Customer Satisfaction 130

Customer Satisfaction Customer Experience Customer Service 130

Uniphore

JUNE 14, 2017

How mature is your contact center? With customers demanding service via an increasingly wide range of channels, in order to service them effectively, you need to know how digitally mature your center is, if you hope to achieve the ultimate goal of transforming into an interactive engagement center. Read More.

Contact Center 124

Contact Center 124

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.

Customer Experience

Customer Service Life

JUNE 26, 2017

Ruth McCullen and Jeremy Watkin had the pleasure of having Virginia from Kingman Ink draw as we helped contact center leaders tell better stories. This article was originally published on the FCR blog on June 9, 2017. Click here to read the original. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. Joined by my colleagues Ruth McCullen, Valerie Gordon, and more than two thousand contact center professionals, there were many opportunities to network, see

Contact Center 68

Contact Center Artificial Intelligence Entertainment Customer Service 68

Kerry Bodine

JUNE 7, 2017

JetBlue built its brand on being a different kind of airline. At a time when other US-based airlines were cutting leg room, eliminating meals, and charging for bags, JetBlue gave flyers room to stretch, provided free yummy snacks, and resisted financial pressure to nickel and dime its customers with fees. The airline seemed to know it had a good thing going.

Touchpoint 73

Touchpoint Sales Customer Experience Customer Service 73

Customer Bliss

JUNE 1, 2017

There’s a new report out called “The Evolution To Real-Time Customer Experience,” which is a joint production of Forrester Research (consulting firm) and DataStax. There’s also a summary of the report here. What can we learn? Real-time data is a problem for customer experience. A whopping 95% of companies indicated they were “unable to make sense” of real-time customer insights.

CX 70

CX Technology Technology Sales 70

Callminer

JUNE 6, 2017

When you don’t deliver what your customers’ want, the customer experience is less than desirable. CX Data Analysis is incredibly valuable.

CX 182

CX Customer Experience 182

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