Sat.Jun 24, 2017 - Fri.Jun 30, 2017

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What is Average Handle Time? Challenges, Examples, and Best Practices for Improving AHT

Callminer

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.

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5 Important Metrics for Call Center Success

Uniphore

Today, as more and more brands are chosen based on whether the overall customer experience matches their expectations, metrics are essential to help make sure call center protocol is in line with these expectations. However, at the same time, not every metric can be solely customer-centric as there are operational costs and other business needs that must be factored in.

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Amazon Takes Over The High Street! Are These Next?

Beyond Philosophy

The past week has been headline after headline of the changes in the retail landscape. As usual, Amazon is causing a lot of the fuss or fanfare, depending on where you sit. Retail shopping must rally itself or retail shopping as we know it could be gone forever. In case you missed it, here’s what happened: Amazon Makes Whole Foods Whole Again. Amazon purchased Whole Foods for nearly $14 billion (with a b) this past week.

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Three steps to create customer-focused change

Heart of the Customer

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.

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From Data to Decisions: Maximizing Retail Potential with 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.

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Budding Business: 5 Tips to Help Your Small Business Get Out of the Red

Win the Customer

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.

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Recapping the 2017 ICMI Contact Center Conference

Customer Service Life

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

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Super Customer Experience: Rapport is the Artery to Trust | #CX #PeopleSkills

Kate Nasser

Rapport is the artery to the heart of trust on the road to super customer experience. 6 key steps to improve rapport and a validation of what's in it for you and your brand. Inspiration for all from leadership through the front line CSRs. The post Super Customer Experience: Rapport is the Artery to Trust | #CX #PeopleSkills appeared first on KateNasser.com.

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What Does It Take To Be A Good Workshop Facilitator?

Kerry Bodine

If you want to truly understand your customers’ needs, expectations, and ideas for improving their experiences, you’ll need to actually talk to them. A great tool for uncovering rich customer insights is a workshop where you can bring real customers into the room and watch them open up about their current journey or their ideal experience. We frequently host customer workshops designed to answer our clients’ burning questions about their organization’s customer experience, but we don’t do it alo

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What is robotic process automation?

DMG Consulting

Question: What is robotic process automation? Answer: DMG defines robotic process automation (RPA) as “the use of computer software (also known as server-based ‘robots’), to process transactions, manipulate data, trigger responses, initiate new actions and communicate with other digital systems to automate the completion of high-volume, repetitive and non-cognitive tasks.

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Customer Reach – July Newsletter

Taylor Reach Group

Newsletter. Contact centers, customer service and customer experience: news, views and how to's. Inside this issue: Will AI Mean Less People and More Profit in the Contact Center? Apple Business Chat - A Contact Center Perspective . 4 Top Trends for Contact Centers . Technology Contact Centers Must Have for 2018 . The Secret Weapon of Call Centers .

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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.

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CX Journey™ Musings: We Have All the Customers We Could Want!

CX Journey

Image courtesy of Pixabay We have all the customers we could ever want. said no business ever! Oh wait. Except for Sears. Wow! What would ever possess a CEO to say that? It's what Ed Lampert, CEO of Sears Holdings, told investors as he was trying to reassure them that he could turn the retailer around. More specifically, he said: “We don’t need more customers.

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Customer Experience Leadership in Luxury Retail, with Alice Rackley – CB57

Customer Bliss

Episode Overview. Alice is relatively new to her role at Marks & Spencer, where she is head of customer experience. She’d only been in that about four months (she’s been at the company five years) when we taped this episode, but within the first four months, her action plan is already humming. A lot of my episodes are about the first 90 days or making sure you prove action/get quick wins, and this particular episode is a great example of how exactly to do that.

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Should Customer Service be a Sales Channel?

DMG Consulting

Should Customer Service be a Sales Channel? . Wells Fargo is no longer making news headlines, but the impact of their overly aggressive cross-selling culture will be felt by contact centers throughout the United States for a long time. This is a case where one poorly managed organization is going to hurt an industry, as cross-selling is a positive activity when it is managed properly.

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Mind Your Language! Lessons from the Confirmit Social Listening Event

Confirmit

Our packed events program continues apace and last week the Confirmit team hosted over 50 Market Research professionals at the beautiful ME hotel in central London to talk social listening, text analytics and the evolution of our old friend, the survey. These sessions are always fascinating and the line up of speakers on this occasion certainly promised more of the same.

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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?

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Shouldn’t Taking Care of Your Customers Be At Least A Little Like Taking Care of Your Kids?

Waypoint Group

Averages are just so… well, average. What do you think about the family in this cartoon: You wouldn’t dream of treating your kids like this, would you? Yet companies view their customer relationships this way all the time. Break the cycle of average analysis and utilize a method that actually provides meaning. Check out Flaw of Averages for […].

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The role of the Chief Customer Officer in Europe

Customer Bliss

Although I’m honored on my podcast to speak with a number of customer-driven business leaders of global companies, admittedly the majority of them are based in the United States. I’ve been blessed to travel abroad for work and see what the CCO role looks like in other countries, but now there’s a new report out from Talecco about the Chief Customer Officer role in the UK and the rest of Europe.

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Omni-Channel vs. Multi-Channel Contact Center: Give Your Customers What They Want

DMG Consulting

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. Phone This field is for validation purposes and should be left unchanged. Close. Omni-Channel vs. Multi-Channel Contact Center: Give Your Customers What They Want. 6/22/2017.

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Unlocking Insights With Text Analytics

Confirmit

While traditional surveys are a powerful medium for collecting feedback from customers, employees, and the wider market, they may not always facilitate the depth of insight you need to take your business to the next level. The deepest insights often lie hidden in unstructured, freeform content stored within open-ended survey responses, internal business systems, and scattered across the Internet.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

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

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CHANGE – For Better Or Worse? Read this First!

Beyond Philosophy

Back in April 1985, the Coca-Cola Company introduced a product that became one of the biggest flops in modern history. “New Coke” had a sweeter taste that was so widely reviled that Coke brought back its old formula less than three months later. Coke says now that it learned a valuable lesson –their research and development didn’t anticipate their customer’s deep emotional attachment to the brand and the taste of the original.

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Wayfair Raises the Bar on Personalized Customer Service

1 to 1

To be a customer service associate at Wayfair, the online furniture retailer, candidates must successfully play Escape the Room—an interactive game in which players are locked inside a room and solve puzzles to unlock the door. The purpose is to assess a candidate’s problem-solving abilities, explained Liz Graham, vice president of sales and service at Wayfair.At Forrester’s 2017 CXNYC Forum, Graham outlined the Boston-based retailer’s strategy for maintaining a high level of customer se.

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Join Our Upcoming Workshops in San Francisco!

Kerry Bodine

We’ve got a great lineup of workshops in San Francisco this coming August. And you’ve got a great reason to register this week: early bird pricing! Save $100 on our two-day workshop and $50 on our one-day workshops when you register by this Friday, June 30. Customer Journey Mapping — August 16 & 17. Whether you’re just getting started with customer journey mapping or looking for a methodology refresh, our two-day interactive workshop will help you develop the skills and know-how you need to

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Bernett Fact Sheet

Confirmit

For organizations that are looking to leverage the power of telephone interviewing but unable to supply their own staff or resources, Confirmit has an established partnership with The Bernett Group. Leveraging Confirmit’s industry-leading CATI technology, The Bernett Group works alongside research suppliers and consultants to execute VoC and Market Research projects on your behalf.

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Mapping Digital Transformation: Retail’s Strategic Shift

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

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Don't Underestimate the Power of a CX Vision

CX Journey

Image courtesy of Pixabay Do you have a customer experience vision? One of the 7 Deadly Sins of Customer Experience is "lack of CX vision and strategy." Have you created a customer experience vision for your organization? How will you know where you're going if you haven't? A well-defined and clearly-communicated vision becomes the organization's north star and helps employees understand how they are consistently expected to deliver the experience for your customers.

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Highlights from IIEX North America 2017

Confirmit

2017 marked my third IIEX North America and I think this was the biggest and best one yet! The three day event was held in Atlanta at the Georgia Tech Hotel and Convention Center and was attended by nearly 1,000 people. The speaker line-up was impressive, including a wide variety of new and old speakers introducing the audience to exciting ideas and innovations that are driving the future of research.

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