Callminer

JANUARY 13, 2019

Contact centers with engaged employees often cite better productivity and higher levels of employee happiness, improved customer service and retention, and, of course, higher profits.

Contact Center 182

Contact Center Customer Service 182

Lumoa

JANUARY 17, 2019

Wondering what is the optimal way to measure customer experience? Choosing customer experience metric seems to be a complex process? Don't let the variety trick you. Start collecting customer feedback and measuring customer experience with a simple and easy KPIs and metrics!

Customer Experience 166

Customer Experience Customer Feedback 166

Intercom, Inc.

JANUARY 18, 2019

Part of the familiar ritual of eating a meal in any good restaurant is the moment the waiter asks if you’re enjoying your food and whether there is anything else they can get for you. Now, you might not think much about that particular restaurant practice – after all, it’s just a simple follow-up question shortly after your food has arrived. However, there are a few lessons in this simple example of customer service that are valuable for all of us who work in customer support – above all, how i

Customer Service 151

Customer Service Customer Satisfaction Technology Technology 151

Beyond Philosophy

JANUARY 16, 2019

I have always been surprised by the massive wealth of data in academia that doesn’t get used. The reason, I believe, is the language. The way academic research is written is like a reading a legal brief; it’s impenetrable. You come away from it thinking the person who wrote it is very clever, but don’t understand what he or she said at all. My co-author and podcast co-host Professor Ryan Hamilton jokes that academic research is not written for a human audience.

Customer Experience 111

Customer Experience Legal Engineering 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

Fonolo

JANUARY 17, 2019

Live Unboring. It’s an IKEA slogan. It’s also IKEA’s raison d’être. At a healthy 75 years’ old, the Scandinavian born-and-bred brand has well surpassed middle-age and earned its place among retail royalty, continuing to thrive and expand its utilitarian-while-whimsical offerings into the online world. Its products are nestled in households across the globe.

Customer Experience 111

Customer Experience Contact Center Social Media Retail 111

Lumoa

JANUARY 13, 2019

Did you know that NPS is the most popular customer experience metric? Find out the latest NPS data and statistics to power up your customer experience strategy in 2019!

Net Promoter Score 134

Net Promoter Score NPS Customer Experience 134

Heart of the Customer

JANUARY 16, 2019

My immediate answer to this is no – there’s a ton of good work happening to improve customers’ experience. But that’s a qualitative response, informed largely by the great work I see our clients doing. Unfortunately, if you read surveys about the current state of the customer experience, you may come away with a different […]. The post Is Customer Experience a Missed Opportunity?

Customer Experience 87

Customer Experience Customer Relationship Customer Survey Customer Satisfaction 87

Myra Golden Media

JANUARY 15, 2019

One of the things I’m working on for 2019 is giving you tools to help you coach your employees and hold them accountable so that they are positioned to deliver the best possible customer experience. The way YOU do that is, you go into discussions with your employees with a plan, and with confidence. I’m going to give you a 3-step method for how to talk to your employees about a problem, be that problem attitude, attendance, the way they interact with customers, anything.

Customer Experience 88

Customer Experience 88

Fonolo

JANUARY 16, 2019

For decades, companies have turned to Business Process Outsourcing (BPOs) as a way to cut costs and create efficiencies. This is especially true in the call center space where the term “BPO” is often used interchangeably with “outsourced call center”. In the last few years, the call center outsourcing industry has seen revenues crossing $140 billion.

Contact Center 85

Contact Center Social Media AI Education 85

Intercom, Inc.

JANUARY 15, 2019

The promise of chatbots is attractive: enable businesses to grow their revenue, 24/7 and at scale. Today, we’re publishing The Complete Guide to Using Chatbots for Sales to help you get started. Over the last thirty years, how we sell has changed tremendously. Long gone are the days of door-to-door sales and telemarketing (RIP ??). And next to go are the lengthy contact forms, multi-part email chains and delayed callbacks that frustrate salespeople and buyers alike.

Sales 127

Sales 127

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Customer Service Life

JANUARY 18, 2019

This article was originally published on the MaestroQA blog on December 2, 2018. Click here to read the original post. Creating a quality form for your customer service team can be a scary task. Questions abound. How many items should it hold? What questions matter most? Which ones don’t? What type of scoring method should we use? The list goes on and on, and these are all great questions.

Customer Service 80

Customer Service Contact Center Legal Customer Satisfaction 80

Myra Golden Media

JANUARY 16, 2019

One of the things I’m working on for you in 2019 is giving you tools to help you coach your employees and hold them accountable, so they’re positioned to deliver the best possible customer experience. Eliminate Your Fears and Doubts About Coaching. No one likes to talk to employees about unacceptable performance, but for a lot of us, talking to people about problems with performance is a regular part of managing.

Contact Center 79

Contact Center Gaming Customer Experience Customer Service 79

Fonolo

JANUARY 15, 2019

Welcome to January, a time that kick-starts a new year and inspires us to improve, grow, and set goals. This goes for contact center managers and agents as well; for them, January is certainly “reach for the stars and crush your goals” month (as is every month!). We at Fonolo are certainly here to help them out on their overall journeys in 2019, this time by offering a rundown of the lessons we learned from the industry last year.

Contact Center 80

Contact Center Artificial Intelligence Omnichannel AI 80

Intercom, Inc.

JANUARY 17, 2019

At the 2017 Inside Intercom World Tour , I gave a talk about a simple pattern that we were seeing as we built the product and grew the company from 15 people to one over 500. The pattern is this: You find yourself in an undesirable state. You realize that there’s a problem: something’s broken, and you want to fix it. But in fixing it, you often over correct.

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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

JANUARY 15, 2019

This article was originally published on the FCR blog on December 10, 2018. Click here to read the original. Over the past year or so I’ve had many conversations about contact center quality assurance — some of which I’ve shared in past articles. As I was scanning my list of blog post ideas, I realized I had some miscellaneous thoughts that fit under the quality umbrella and it’s about time we discuss them.

Contact Center 75

Contact Center Compliance Customer Service 75

Totango

JANUARY 15, 2019

The most desirable customer in the world is your customer. While it’s no doubt a thrill to pursue and persuade a new customer to work with your enterprise, for software and subscription-based businesses, the real value lies in customer retention. The modern subscription-based economy has empowered customers to think short-term , with promises of being able to opt-in, cancel anytime, and leave freely.

Customer Retention 75

Customer Retention Start-ups Social Media CRM 75

Customer Bliss

JANUARY 17, 2019

In today’s episode, I chat with CCO Lisa Henken Ramirez, about implementing customer experience Netspend , a young, a finance-related company. Netspend is a leading provider of prepaid Visa ® and Mastercard ® cards for personal & commercial use. As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019.

Finance 76

Finance CX Start-ups Voice of the Customer 76

TeamSupport

JANUARY 18, 2019

When evaluating software, it’s easy to fall back on what you’ve done in the past. Your work computer likely has Windows and the Office suite installed directly on the machine, so why shouldn’t you have software for sales, customer support, marketing, or other industries right alongside it? To answer this question, there are some instances where an on-premise install, or having software physically installed at your location makes total sense….

Business Operations 74

Business Operations Sales Technology Technology 74

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

Customer Service Life

JANUARY 15, 2019

Telling your boss that you are burnt out seems like it might just be the end of your stable paycheck. Can you actually look your boss in the face and admit that you’ve been unable to keep up with the amount of work on your plate? You’re told to leave your “emotional baggage” outside the office door. You’re told to save your tears for the car ride home.

Customer Service 71

Customer Service Contact Center 71

Totango

JANUARY 17, 2019

Customer retention is vital to the health of your business. In order to run a successful enterprise, you have to think in terms of customer growth and expansion. The digital transformation of business has given customers more choices and greater freedom from long-term arrangements. To stay relevant, you need to embrace this new customer-centered economy and offer your customers a partnership invested in their growth and expansion.

Customer Loyalty 74

Customer Loyalty Social Media Customer Retention Start-ups 74

DMG Consulting

JANUARY 17, 2019

11 Keys to Designing Effective IVAs. By Donna Fluss. View this document on the publisher’s website. Recent advancements in artificial intelligence, coupled with consumer partiality for digital channels, are driving interest in and adoption of intelligent virtual assistants (IVAs) and a related technology, robotic process automation (RPA), or “bots.

Artificial Intelligence 66

Artificial Intelligence Machine Learning Contact Center Healthcare 66

Taylor Reach Group

JANUARY 18, 2019

The Taylor Reach Group, Inc., an industry-leading Customer Experience (CX) and Contact Center consulting firm, is starting 2019 on a continued upward trajectory, adding Senior Consultant Patricia Ballantyne to its team of contact center operational experts. Ballantyne noted, “the Taylor Reach Group is a highly respected consulting firm, and I am excited to work with a team of professionals who share my passion for the contact center industry.”.

Contact Center 64

Contact Center Customer Experience Customer Satisfaction CX 64

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

Customer Bliss

JANUARY 15, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

Retail 68

Retail CX Customer Experience 68

Myra Golden Media

JANUARY 14, 2019

Talking to employees about problem performance, and getting them to change is hard – unless you do four things very well. Here’s what I wish everyone knew about addressing unacceptable employee performance. You have to have a plan; otherwise, you’ll get off track, and our employees won’t make changes. Coach like a coach. Don’t try to be friends with employees.

Customer Experience 63

Customer Experience Customer Service Contact Center 63

Customers That Stick

JANUARY 17, 2019

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 60

Customer Service 60

ProProfs

JANUARY 17, 2019

In a technology-driven world where everything is catching up with the pace of digitization, the way people look at learning is also changing. People now seek to save time and efforts by opting for smart solutions even when it comes to assessing training performances. In this trend, online quiz maker is one tool that has really grabbed attention. Using an online quiz making tool is probably the most efficient way to create and post a quiz.

Social Media 66

Social Media Education Technology Technology 66

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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

CSAT.AI

JANUARY 16, 2019

Despite her best performance, the customer service script Jessie was required to use didn’t win her an Oscar and it didn’t answer the customer’s questions. The customer found it just as irritating as she did. Though they have some useful applications there are reasons not to use a script in customer service. This isn’t Hollywood. You didn’t hire actors, or maybe you did , but you didn’t hire them for a one-sided performance they repeat for each audience.

Customer Service 52

Customer Service Sentiment Analysis Customer Satisfaction AI 52

Myra Golden Media

JANUARY 15, 2019

For two years I’ve partnered with LinkedIn Learning to create courses to help employees be more assured and skilled in their ability to handle demanding customers. Here are some fun behind the scenes photos from last week’s visit to film two new training courses. Brilliant make-up artist, Tomeko, keeps me looking good on the set. What I like about being on set is filming only from the waist up.

Contact Center 54

Contact Center Customer Service Customer Experience 54

Customers That Stick

JANUARY 15, 2019

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 60

Customer Service 60

Steven Van Belleghem

JANUARY 16, 2019

Payment. A big booming investment market will be that of the payment industry. Let’s face it, until now, banking and finance has remained relatively sheltered from disruption, but the tech giants are increasingly venturing in that area too. China’s Alibaba and Tencent have obviously acted as real pioneers in this segment: with contactless, mobile and in-app payments quickly overrunning cash and payment cards.

E-commerce 52

E-commerce Healthcare Retail Finance 52

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

CX