Callminer
SEPTEMBER 19, 2017
Call center supervisors must continue to monitor metrics, measure results, and tailor ongoing training to ensure that agents’ needs are met and that call center activity is in line with objectives.
Customer Service Life
SEPTEMBER 22, 2017
This article was originally published on the ICMI Blog on August 22, 2017. Click here to read the original post. I have to admit; it’s awfully cool to work at FCR , a company where we observe the support channel mix for dozens of different companies. As an outsourcer, about 60% of our support volume is still phone, with chat and email making up most of the other 40%.
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Beyond Philosophy
SEPTEMBER 20, 2017
RyanAir, Europe’s largest airline, in my view are the epitome of a poor Customer Experience. Over the last few days, they have proven this yet again as the airline has begun cancelling hundreds of flights. Hapless travelers are stranded in far-flung cities or stuck at home when they expected to be on holiday. Ryanair announced last Friday that it would cancel 40-50 flights per day for the next six weeks.
Uniphore
SEPTEMBER 21, 2017
Chatbots offer a number of very specific benefits to the insurance industry. It’s time this sector began its digital transformation, in order to access them. Read More.
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Callminer
SEPTEMBER 20, 2017
Call center agent training is a continuous process; it doesn’t end once the onboarding process is complete. Call center supervisors must continue to monitor metrics, measure results, and tailor ongoing training to ensure that agents’ needs are met and that call center activity is in line with broader business objectives. From training technologies to effective […].
Provide Support
SEPTEMBER 18, 2017
Cheat Sheet for Live Chat Operators. Chat etiquette plays a huge role in customer service. Professional and authentic interaction with clients goes far beyond the opportunity to make a sale. It helps to build a lasting relationship with the customer, inspire future communication and create fans and advocates of your brand. How to treat the customer to be able to appreciate all these benefits and escalate your service to a more professional and human level?
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Uniphore
SEPTEMBER 19, 2017
Although slow to adopt digital, the insurance industry should look at the many benefits this offers, rather than focusing on the challenges it creates. Read More.
Heart of the Customer
SEPTEMBER 20, 2017
“The purpose of a business is to create and keep a customer.” – Peter Drucker I love that quote. In one short sentence, Drucker summarizes what a business – and customer experience (CX) – is all about. But despite that wisdom, companies continue to focus primarily on creating customers, often forgetting that keeping them is […]. The post Your CX Scorecard is Probably Measuring the Wrong Thing appeared first on Heart of the Customer.
Customer Service Life
SEPTEMBER 21, 2017
Photo Credit: Meredith Atwater via CC License. This article was originally published on CustomerThink as my monthly Advisor column on August 11, 2017. Click here to read the original post along with other terrific content. I had been managing a support team for a few years when my employer partnered with an outside group on a new business venture called Phone.com.
Beyond Philosophy
SEPTEMBER 19, 2017
Asking strategic questions helps you understand your Customer Experience (CX), determine a focus for your efforts, and deliver a successful CX outcome. However, one question is the most vital to success with your CX strategy, and it isn’t about them; it’s about you. Forget to ask it, and you can forget about delivering on your CX objectives. The question is this: How much do you embrace customer irrationality?
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.
Taylor Reach Group
SEPTEMBER 21, 2017
By: Deepak Selvaratnam. Today, Customer Service delivery has become so important that is even talked about in the board room! Government and cabinets are growing more concerned than ever around federal, local and parastatal agencies delivering appropriate levels of service to meet citizens’ needs. All leading business journals today recognize the importance of customer service as a function and a strategy; HBR , McKinsey and a host of others.
Uniphore
SEPTEMBER 18, 2017
While the insurance industry has been slow to transition to a digital world, chatbots offer a quick and easy way to begin delivering the services 21st century customers demand. Read More.
ProProfs
SEPTEMBER 20, 2017
Recently I got an opportunity to interact with a learning and development (L&D) specialist from a renowned MNC. While she informed me that her employer is on the lookout for an alternative training medium that could support its existing offering ie. conventional classroom training. As our conversation started to gain pace, I quickly pointed out that ‘elearning’ was the best option.
DMG Consulting
SEPTEMBER 16, 2017
Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Email This field is for validation purposes and should be left unchanged. Close. Should Customer Service be a Sales Channel?
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.
Taylor Reach Group
SEPTEMBER 22, 2017
. . Four Things to Know for World Mental Health Day. October 10th is World Mental Health Day - a time to focus your attention on the growing problem of mental illness and its major effects on people's lives. It's estimated that one in every four adults will experience mental health difficulties at one time or another. This also has a significant impact on business, especially customer service initiatives.
CX Journey
SEPTEMBER 21, 2017
Image courtesy of Pixabay Today I'm pleased to share a guest post by Rae Steinbach. Good internal communication can make a big difference for any company. A failure of communication can cause projects to fail, increase costs, and can contribute to an atmosphere of discontent among your staff. For so many businesses, the drive to develop an effective feedback loop only comes after a failure has made the need for change obvious.
ProProfs
SEPTEMBER 22, 2017
In today’s digital age, learners are fascinatingly complex. The instructional methods that are able to support their requirements and expectations have evolved greatly. The best part is these methods have now become a part and parcel of both teachers and students life with much success. And blended learning is one such method. Believe it or not, this concept has been existing from the 1960s.
Confirmit
SEPTEMBER 18, 2017
This year, to celebrate CX Day on October 3rd , we’re running a countdown where we share some of our favorite customer stories to help inspire us all in our day-to-day Customer Experience activities. We’ve already talked about some of the brilliant stuff that RS Components and Siemens are doing and I encourage you to take a look at those stories if you missed them before.
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?
Fonolo
SEPTEMBER 21, 2017
Do you send customers to voicemail when there are not enough agents to handle calls? When hold times are too long? Or as an option regardless of hold times? If so, then thank goodness you’re here, because using voicemail in the contact center can have serious consequences that you might not be aware of. In fact, you’re better off leaving callers on hold!
CX Journey
SEPTEMBER 19, 2017
Image courtesy of Pixabay Get the journey mapping process right, and you'll reap the rewards for a long time to come! Last week, I wrote about the session I hosted for Quadient's 2nd CX Transformation Day. It was a great hour, during which I busted five myths about journey mapping and interviewed a panel of experts on their experiences with journey mapping.
Customer Bliss
SEPTEMBER 19, 2017
Episode Overview. Libby Duane Adams is a disciplined and mature CCO leader who shares her 6-year strategy for making the role a growth driver in her organization. For those driving B2B technology companies, you will not want to miss her actions, path and how she drove success. About Libby. From her LinkedIn: Libby is the Chief Customer Officer and founding partner of Alteryx, Inc, Alteryx® provides strategic analytics software for enterprise and SMB companies making critical decisions about how
Provide Support
SEPTEMBER 20, 2017
How to write a welcome letter. New customer, welcome letters have been utilized by many businesses that hold customer relations in high regard. It is considered as good customer relations, and it enhances personal relationships between business and their customers. Writing new customer welcome letters promotes friendly exchanges with the customer, and it sets the tone for subsequent communications with the customer.
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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
Uniphore
SEPTEMBER 22, 2017
There is no doubt that the Internet of Things is going to significantly change how customer service is delivered. While adapting to the IoT has its challenges, benefits far outweigh. Read More.
Taylor Reach Group
SEPTEMBER 18, 2017
We recently had the opportunity to host the founder of Customer Services Audit and creator of Snapshotz™ Online , Deepak Selvaratnam , at Taylor Reach Group’s Headquarters, for a cheese and wine reception. Deepak met with a number of consultants and potential clients while on his Canadian tour from Vancouver to Toronto and this week is attending the PACE event in Washington.
Customer Bliss
SEPTEMBER 21, 2017
I’ve been writing and speaking about uniting the C-Suite — i.e. uniting the silos, metrics, and accountability measures of various teams — for years. I mention it frequently in my books , I’ve blogged about it, and all of my 69 guests so far on my customer experience podcast have spoken about the same concept. Getting companies and leaders to understand the importance of thinking holistically instead of channel-by-channel is a great joy of my career.
Confirmit
SEPTEMBER 17, 2017
Technology is at the heart of your research operations. It facilitates your staff’s workflows, helps you deliver on the promises you’ve made to clients, and drives management decisions. Subpar system performance and technical limitations can have dire consequences for your business. Download our Challenge the Status Quo: Technology in Market Research infographic to learn more.
Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney
Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib
Lumoa
SEPTEMBER 21, 2017
So, you have decided to implement NPS® into your customer experience management. What are your next steps? You are probably thinking to send the survey right away and just wait for the results. It’s not that easy. Now, consumers are overloaded with surveys and content from businesses more than ever. The typical customer survey response rate is often below 2%.
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