Callminer

MAY 4, 2016

An agent performance dashboard is an ideal solution for improving agent performance and the customer experience. Read why.

Contact Center 182

Contact Center Customer Experience 182

Beyond Philosophy

MAY 4, 2016

A London restaurant brings naked dining to the city. Will this bring a totally new meaning to the term The Naked Chef normally associated with Jamie Oliver and a whole new concept in customer experience. London Restaurant Brings a Different Customer Experience. Forbes reports that London pop-up restaurant guru Sebastian Lyall has announced a new eatery, slated to open in June.

Customer Experience 113

Customer Experience Customer Service 113

Customers That Stick

MAY 1, 2016

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 84

Customer Service 84

Win the Customer

MAY 3, 2016

Running and maintaining a small business is a challenge. Because of limited personnel and limited financial resources, small business owners often need to wear multiple hats to keep their business afloat. Modern technology has made it easier for small business owners to manage and track multiple tasks at the same time. The following are four essential technologies for small businesses.

Technology 83

Technology Technology Finance Business Management 83

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Callminer

MAY 5, 2016

There is no denying that customer service representatives are the lifeblood of the call center. Not only are they on the front lines interacting directly with customers, but they also have the ability to positively (or negatively) impact the customer experience. So what’s the best way to drive agent performance improvements and ensure that customers […].

Customer Service 140

Customer Service Customer Experience Contact Center 140

Beyond Philosophy

MAY 5, 2016

The latest in the “Hoaxwagen” scandal reveals the price you pay for lying to consumers. (Hint: it’s not cheap!). Volkswagen AG will buy back almost half a million cars from consumers that bought their 2.0-liter diesel cars sold in the U.S. This buyback agreement, described by Reuters as a framework deal, includes the Jetta Sedan, the Golf compact and the Audi A3 models sold since 2009.

Manufacturing 104

Manufacturing Customer Experience Sales 104

ClearAction

MAY 2, 2016

Marketing Maturity Model to Mobilize Mightiness Lynn Hunsaker. Marketing maturity models are falling short in empowering your organization’s mightiness. In sports skills , maturity matters because it puts your game at the top echelon of competition. In human development , maturity matters because it means wisdom, a well-rounded personality, capability for success under a variety of circumstances, and greater satisfaction in relationships.

Sports 62

Sports Predictive Analytics Social Media Gaming 62

Provide Support

MAY 4, 2016

Key Aspects of Customer Service Agent Training. Customer experience is now winning the leadership race to become the main business differentiator. Hence, the need to create a strong customer service team which will enable the delivery of great customer experience. The need is becoming more acute and palpable. According to Gartner , by 2017, 50% of consumer product investments will be redirected to customer experience innovations.

Customer Service 44

Customer Service Customer Loyalty Innovation Customer Experience 44

Comm100

MAY 5, 2016

Live chat operators are supposed to be experts at multi-tasking, but with all of the simultaneous chats and emails, it’s possible that you’re struggling more than your supervisors know. Daniel J Levitin PhD explains the dilemma of multi-tasking in his book, The Organized Mind: Thinking Straight in the Age of Information Overload (Dutton，2015): “In order to understand one person speaking to us, we need to process 60 bits of information per second.

Start-ups 41

Start-ups Customer Satisfaction Customer Service Technology 41

Customer Bliss

MAY 5, 2016

‘Cross-functional teams’ can often sound like a business buzzword. While teamwork and collaboration is no doubt important in business, most of the day-to-day work that most employees do tends to be either (a) individual or (b) within their silo. Who has time for cross-functional teams in a modern business environment? If you start talking about cross-functional teams and what that means for customer experience, the journey for your organization is even more nuanced.

Customer Experience 73

Customer Experience Scorecard Innovation CX 73

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

The DiJulius Group

MAY 4, 2016

My medical care is excellent but the customer service stinks John Stossel wrote his most recent blog from New York-Presbyterian Hospital where he is being treated for lung cancer. Stossel is the host of “Stossel” (Fridays at 9 PM/ET), a weekly program highlighting current consumer issues and appears regularly on the Fox News Channel. Here […].

Hospitality 40

Hospitality Hospitality CX Customer Service 40

Kate Nasser

MAY 3, 2016

On this Mother's Day 2016 we will explore deeper dimensions of love. JOIN The People Skills Coach™ & community in #PeopleSkills global Twitter chat 10amEDT/2pmGMT. The post Love is our #PeopleSkills Chat Topic on Mother’s Day! Join us May 8th. appeared first on KateNasser.com.

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CX Journey

MAY 3, 2016

Image courtesy of ccxp.org I originally wrote today's post for HappyOrNot. This is a modified version of that post, which appeared on their blog on March 30, 2016. The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes.

Customer Experience 40

Customer Experience Event Planning Voice of the Customer Education 40

SixteenVentures

APRIL 30, 2016

Sponsored: 64% off Code Black Drone with HD Camera. Our #1 Best-Selling Drone--Meet the Dark Night of the Sky!

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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

1 to 1

MAY 2, 2016

Digital disruption is happening at lightning speed and only some of the best-in-class businesses are successfully keeping up the pace. In documenting how companies are going through this digital transformation, Brian Solis, principal analyst at Altimeter Group, a Prophet company, developed a maturity model that chronicles the stages and the key areas of focus and change.

Social Media 38

Social Media Customer Experience 38

Kate Nasser

MAY 1, 2016

15 people skills truths from The People Skills Coach™ for positive interactions about success in business. Especially helpful for technical professionals, doctors, scientists & non-intuitive types. The post Use 15 Not So Obvious People Skills Truths appeared first on KateNasser.com.

Healthcare 40

Healthcare 40

1 to 1

MAY 6, 2016

These days, the importance of becoming a digitally minded company can't be overstated. In a recent survey conducted by 1to1 Media and Survey Monkey, 40 percent of respondents said they'd stop doing business with a company without a strong digital presence. And 41.5 percent of respondents said they use a mobile device when interacting with a brand. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Experience 29

Customer Experience 29

1 to 1

MAY 3, 2016

When it comes to customer experience, companies across industries are at different stages in their levels of maturity. While some companies are just beginning to explore ways to improve their customer experience efforts, other organizations that have progressed to becoming customer experience leaders have developed formalized processes and systems for delivering experiences to customers.

Customer Experience 28

Customer Experience Customer Loyalty Customer Service 28

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

1 to 1

MAY 4, 2016

Adblock Plus, the company that has built a business on helping readers avoid ads, has a new payment system in the works. Later this year, Adblock Plus will launch a new feature that allows users to tip the websites they visit. Its objective is to "revolutionize web monetization" by eliminating most ads and instead have readers pay publishers. Adblock Plus will take a cut of the profits, of course.

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