Callminer
AUGUST 14, 2017
We’ve rounded up 50 of the top customer experience podcasts so you can spend more time listening to industry thought leaders and less time searching.
Uniphore
AUGUST 15, 2017
5 Technological Trends in the Call Center. What are the new technologies being deployed in the contact centers? Several key trends are currently dominating the landscape, and have already started to infiltrate the industry even well before this year. Read More.
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Beyond Philosophy
AUGUST 16, 2017
How committed are you to your present employer? Are you wild about what you do or simply content in your position? Do you hate your job or are you ambivalent? It’s an important set of questions to consider. How you feel about where you work has a lot of influence on the job you are doing there. This concept becomes even more crucial when you become a manager and assess your team—especially as it pertains to how they work with or on behalf of customers.
Customers That Stick
AUGUST 14, 2017
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Heart of the Customer
AUGUST 16, 2017
There’s something that always bugged me about how people present their customer scores – whether satisfaction, NPS, Customer Effort, or anything else. There are really two primary approaches to this reporting: Give an average (4.65 out of 5, for example) Give the % of top box (5 out of 5, 9 or 10 out of […]. The post Customers + Bad Math = Worse Strategy appeared first on Heart of the Customer.
Totango
AUGUST 17, 2017
After new customers are fully onboarded, they move along the customer journey into the growth stage (nurture or adoption stage). For most recurring revenue companies, this stage is the longest. Looking at the representation below, customers typically spend 30 days in the new or onboarding stage, 30 days in the renewal stage, and the remaining time or 305 days of the year, in the growth stage.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customers That Stick
AUGUST 16, 2017
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Customer Bliss
AUGUST 15, 2017
Episode Overview. Annette Höher-Bäuerle went from being internal legal counsel at the Thomas Cook Group to leading all of Customer Experience globally. Her skills and long tenure with the company led her to use agile design thinking to prove and implement changes in the customer experience — to gain traction and drive real sustainable improvement.
DMG Consulting
AUGUST 17, 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. Name This field is for validation purposes and should be left unchanged. Close. These 8 Technologies Are Transforming the Contact Center.
Myra Golden Media
AUGUST 15, 2017
One of the best things about travel for me is going to local restaurants and cafes and enjoying the food. I love tasting the food, seeing the local people and really experiencing the town’s vibe. My amazing brunch at Mesa Verde in Santa Barbara, CA: Potato Latkes: tempeh bacon. avocado. dijon. cornichon. pink lady apple. pea tendril. I read an entire novel sitting here at the beach.
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.
Fonolo
AUGUST 15, 2017
Talkdesk rose quickly from humble origins to make big waves in the call center space. Their fast growth has made industry veterans rethink their assumptions. For example, it was thought that the core capabilities of call centers (queuing and routing voice calls at high volume) were “tough” problems to solve. That toughness was supposed to be a barrier against new entrants, but Talkdesk used tools like AWS and Twilio, combined with a large team of off-shore developers, and proved that assumption
Customer Bliss
AUGUST 17, 2017
I don’t want to discuss my next book too much, as we’re currently doing some planning and development work around it, but — as you would probably guess — the theme is customer experience. We’re going to spend a lot of time in the next book discussing the pros and cons of specific experiences, both good and bad. You may see a company one day go through a total customer experience/PR flame-out (United Airlines is a recent example, or Volkswagen) and wonder to yourse
DMG Consulting
AUGUST 14, 2017
Should Social Media be the Responsibility of Customer Service or Marketing? . Social media is a way of life for most of us. Whether they’re continuously checking Facebook, have an uncontrollable urge to tweet (or read posts), or use LinkedIn to find a new job, consumers (Millennials and Boomers) are spending a great deal of time in these environments.
CX Journey
AUGUST 16, 2017
Image courtesy of Got Credit ROI is still our favorite "three-letter word." Nothing wrong with that! It's been a year or more since I've written about the ROI of customer experience. Always good to revisit this topic because it is such a hot one for customer experience professionals. Executives want to see hard numbers about any investments they make.
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.
Provide Support
AUGUST 16, 2017
Canned responses guide. Predefined, canned or saved responses in some cases help to facilitate and enhance live chat communication. However, live chat agents should keep in mind that misusing this feature may lead to their chat sessions sound robotic and unfriendly. All bread is not baked in one oven. The same should be applied to live chat canned responses for your company’s customer service.
Confirmit
AUGUST 16, 2017
Confirmit provides businesses and researchers a powerful, end-to-end solution supporting the entire survey project lifecycle, from panel management and sampling to reporting and data visualization and all the analysis in between. It caters to all data collection methods, including web, mobile, face-to-face interviewing (CAPI), phone (CATI), social media, and integrates with external business systems enabling you to take advantage of the most complete, feature-rich, and robust set of tools availa
DMG Consulting
AUGUST 17, 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. Name This field is for validation purposes and should be left unchanged. Close. WFM Solutions and Vendors Are Not All the Same.
1 to 1
AUGUST 16, 2017
More than half of contact center leaders plan to enable Internet of Things (IoT) and artificial intelligence (AI) in the next year, signaling a shift toward accelerated innovation in the contact center, according to research from the International Customer Management Institute (ICMI). Research of more than 350 executives and managers conducted by ICMI and Oracle finds that 57 percent of respondents say their organizations intend to support IoT/connected technologies within the next six to 12 mon
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
AUGUST 17, 2017
Customer experience is fast becoming the leading reason why customers choose your brand. Convenience, simplicity, and putting the customer first has a tremendous impact on whether or not you maintain a loyal following, or lose out to the competition. In this age of technology, where the experience is constantly changing and being updated, it’s important for CX leaders to stay in the know, and discuss what’s happening in this space.
Confirmit
AUGUST 16, 2017
Confirmit Horizons Version 22 is the current release of our award-winning software for Voice of the Customer, Voice of the Employee and Market Research programs. It provides you with richer insights, so you can make smarter decisions and react faster to business needs. You can listen to what customers are saying across a range of different channels, analyze that information and assign actions appropriately to manage business change.
DMG Consulting
AUGUST 14, 2017
Question: Our contact center supervisors spend most of their time taking escalations and answering agent questions, rather than working with their teams. Could adding team leaders help? Answer: Team leaders (or team leads, senior agents, lead representatives, etc.) play a very important role in contact centers by providing much-needed back-up for supervisors and handling several tasks on their behalf.
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