Callminer
JUNE 11, 2017
While there is no “easy button” to deploy speech analytics, contact center stakeholders should absolutely expect a return on investment when the system is properly designed
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.
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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.
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.
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Callminer
JUNE 13, 2017
The simplest way to improve your interaction analytics is through specialized interaction analytics software, which analyzes data on your behalf.
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.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
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?
Callminer
JUNE 12, 2017
While recent data show there is a growing and pronounced trend in the deployment of speech analytics to improve overall contact center performance and compliance, recent market penetration data shows that over 60% of US based contact centers have still not implemented a speech analytics solution. Organizations polled cite two main reasons for their reluctance […].
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.
Customer Bliss
JUNE 15, 2017
I wanted to take a second to talk about collaboration within CCO work. This is a complex, far-ranging topic and we’re only going to cover it in a brief blog post (although I do speak often about collaboration in books and speeches), but I wanted to touch on some recent research and thought leadership around collaboration. Collaboration and uniting silos.
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.
Customer Service Life
JUNE 16, 2017
Photo Credit: l_yudai via CC License. This article was originally published on CustomerThink as my monthly advisor column on May 11, 2017. Click here to read the original article. . Our client’s customer satisfaction (CSAT) scores were below goal and there was pressure to turn them around. I spoke with members of that team and they cited policies and various product failures as the probable drivers for lower CSAT.
Kerry Bodine
JUNE 13, 2017
In a recent post, I tackled the common question of which journey(s) an organization should map. But equally important is the question of which persona should be associated with that map. Before I go any further, let me make this point clear: EVERY JOURNEY MAP NEEDS AN ASSOCIATED PERSONA. Why is this? Quite simply, different customers have different needs and expectations of your organization.
Myra Golden Media
JUNE 13, 2017
Yesterday I delivered a full-day of soft skills training to a new client in Denver. We had such a fun day. Lots of participation, solid take-aways, table discussions that I know were behavior changing. I love the feeling I get after a day of soft skills training. Have you ever checked out my onsite training workshops? • Workshop attendees have said, “ Myra’s positive attitude really makes me feel that one person can completely change another’s state of being ” and “ Each one of us walked away wi
Kate Nasser
JUNE 13, 2017
Customer service is a case of sudden relationship. CSRs, agents, and tech support analysts build rapport while solving problems. The best use these 8 steps to overcome the lack of trust and understanding that longer term relationships enjoy. The post Customer Service: Turn Sudden Relationships into Bonds | #custserv #cx appeared first on KateNasser.com.
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
JUNE 13, 2017
Chat in the Contact Center - an Expert Panel Weighs in – Part 2/3. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. This discussion examines chat in the Contact Center, highlights the many advantages of Live Chat, presents some caveats and looks to the future of this technology in the Call Center and Contact Center.
Provide Support
JUNE 13, 2017
How to Keep Your Employees’ Morale. When morale is low in your office, you may find that productivity levels take a nosedive, profitability tumbles and turnover increases. Each of these factors can be a detriment to your business, and the unfortunate reality is that managers and business owners must make a regular effort to keep morale high for the benefit of the company.
CX Journey
JUNE 14, 2017
Image courtesy of Pixabay What can I do to advance my career in - or to get started in - the customer experience profession? I'm asked about this on a regular - quite frankly, almost weekly - basis. That's exciting because I love when people see this as a great career progression or a field to they want to get into. The more people we can have on the customer's team, the better.
Kerry Bodine
JUNE 14, 2017
Workshopping is hungry work. Our workshop participants are often on their feet, illustrating the details of a recent experience or prototyping an ideal customer journey. While a platter of cookies might suffice for a sedate focus group, it just won’t cut the mustard for a full-day workshop. Food and beverage details might feel deep in the weeds when it comes to workshop planning, but these catering tips will help keep everyone in your workshop engaged and ward off the dreaded afternoon slump: Pa
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?
Taylor Reach Group
JUNE 15, 2017
Drive to $15 - How Minimum Wage Increases Will Impact Businesses & Contact Centers. By: Colin Taylor , John Cockerill , Garry Schultz , Turaj Seyrafiaan and David Bradshaw. As many of you have heard, Illinois, Ontario have announced anticipated minimum wage increases to $15/hour. Many other American and Canadian, states and provinces are anticipated to follow this "15 and fairness" movement.
DMG Consulting
JUNE 13, 2017
WFO’s Journey into the Future . The contact center workforce optimization (WFO) market is in transition. Companies large and small need WFO applications to optimize employee performance and to capture and analyze customer insights. The most frequently purchased WFO applications are recording, quality assurance (QA) and workforce management (WFM). Other WFO applications that are part of feature-rich WFO suites include speech/text analytics, surveying/voice of the customer (VoC), performance mana
ClientSuccess
JUNE 13, 2017
Churn, Retention, Revenue. For those of you in customer success and sales, it’s nearly impossible to go a day without hearing words like “churn”, “retention”, and “revenue”. Those 3 phrases go hand-in-hand with ensuring that your organization is set up for long term success, and that your customers are happy with your products. In the business of SaaS, churn, retention, and revenue are critical factors in measuring many other key aspects of business such as annual recurring revenue (ARR), monthl
Confirmit
JUNE 15, 2017
Last week customer experience practitioners and executive-level VoC program sponsors from leading organizations convened in New York City for Confirmit’s Second Annual B2B Summit. This is one of our key events of the year and it’s getting bigger and better every time. This year, over 70 industry professionals and Confirmit team members joined forces to focus on our theme for the year – “Moments of Truth – Measuring and Responding to Customer Feedback When It Matters
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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
Customer Bliss
JUNE 13, 2017
Episode Overview. Drew Neisser , who has interviewed over 200 CMOs, and I discuss the evolving role of the CMO, and the expanding “Hybrid CMO” taking on operational responsibility and expanding to influence the overall customer experience. About Drew. Drew is the CEO of Renegade , an award-winning agency that helps CMOs cut through the digital noise out there.
DMG Consulting
JUNE 13, 2017
Question: Our contact center and back-office operations don’t get along and don’t work well together, which is hurting the customer experience. How do we fix this? What are some ways to reverse this and foster collaboration? Answer: Customers (or members/constituents) think of an organization or company as a single entity, not as a group of independent departments.
ClientSuccess
JUNE 12, 2017
What are the Definitions of Customer Success Terms? – Part II. You asked and we listened! After the positive response to our “Customer Success Dictionary of Reference: Part I” post , we wanted to provide further opportunities for education and growth. In this post, we’ll dig even deeper into some common customer success terminology and phrases that many teams utilize every day.
Confirmit
JUNE 13, 2017
Building a business case for a Voice of the Customer program is a daunting task. Successful programs have a big impact on organizations. That means they have a high profile and affect people at all levels. Getting a VoC program approved could make you a superhero, but there are also real risks. So where do you start? How do you maximize your chance of success?
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
Confirmit
JUNE 12, 2017
How the Compass CX Maturity Instrument was Validated and What the Research Revealed About CX Program Successes, Strengths and Weaknesses. Confirmit helps clients evaluate their own program strengths and weaknesses through its proprietary Compass Model that includes a comprehensive inventory of success factors. The model is implemented using the Compass CX Assessment, a checklist that serves as a basis for evaluation.
Confirmit
JUNE 12, 2017
The stakes in delivering a high quality experience at the moment of customer engagement are especially high since insurers usually only engage policyholders at the time of sale, renewal, or when a claim is filed. At the same time, insurers have been doubling their compliance efforts in an age of increased regulatory demands. Ensuring customer expectations are met while adhering to legal guidelines challenges insurers to continuously retool and retrain the contact center workforce on both technic
Confirmit
JUNE 12, 2017
The stakes in delivering a high quality experience at the moment of customer engagement are especially high since insurers usually only engage policyholders at the time of sale, renewal, or when a claim is filed. At the same time, insurers have been doubling their compliance efforts in an age of increased regulatory demands. Ensuring customer expectations are met while adhering to legal guidelines challenges insurers to continuously retool and retrain the contact center workforce on both technic
Confirmit
JUNE 12, 2017
How the Compass CX Maturity Instrument was Validated and What the Research Revealed About CX Program Successes, Strengths and Weaknesses. Confirmit helps clients evaluate their own program strengths and weaknesses through its proprietary Compass Model that includes a comprehensive inventory of success factors. The model is implemented using the Compass CX Assessment, a checklist that serves as a basis for evaluation.
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
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