Sat.Jun 27, 2015 - Fri.Jul 03, 2015

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Speech Analytics: A Game-Changer for Immediate & Relevant Agent Coaching Opportunities

Callminer

How are CallMiner customers using speech technology to offer ongoing training and support to agents? Find out in our latest blog post.

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7 Destructive Steps of Service Control Freaks

Win the Customer

Unlike the typical call center control freak manager, the most effective, powerfully motivating contact center leaders knows exactly when to step in and when to stay out of the way. The unfortunate irony is that control freaks tend to be high achievers, workaholics, and perfectionists. They often project the best behaviors on their own actions and […].

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Using the Subconscious Cues to Drive Customer Behavior Works

Beyond Philosophy

Earlier this month, the “Women of Algiers” painting by Pablo Picasso sold for $179,365,000. There are many psychological theories regarding the subconscious cues that occur at art auctions. What happens at art auctions can give us all some insight on what’s going on with our Customers, too—although I’d wager few of us are working in the $180 million range!

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Reduce effort > Giving refunds

Heart of the Customer

What do you do with an unhappy customer? Refunds are the easy way out. They don’t fix the problem. They just put a band-aid on the situation, without addressing the underlying problem that led your busy customer to take time to call you. But don’t take my word for it. A report from Beyond Philosophy […]. The post Reduce effort > Giving refunds 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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11 Customer Defusing Phrases for Dealing with Angry Customers

Provide Support

11 Customer Defusing Phrases. It’s no secret that encountering angry, hysterical, upset, and confused customers is an occupational hazard of working at a call center. Experienced agents often develop a diplomatic approach that honors the customer’s perspective while simultaneously protecting themselves from verbal abuse. Though, as the title of this article suggests, there are some magic words and tactful expressions, it’s also important to acknowledge that equally important are a call center ag

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Why People Pay More for a Customer Experience Product Expert

Win the Customer

People buy more and have more trust in a store that offers product experts as part of their expected customer service standards. It’s a practice that should be used in all stores around the entire country. Employees that provide superior knowledge in their work environment are sometimes referred to as product experts. People in general […].

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Team Dynamics: Do These 5 Extremes Harm Teamwork #PeopleSkills?

Kate Nasser

For great team dynamics, eliminate these 5 extremes that harm interaction & results. New insight from The People Skills Coach™ for leadership & teamwork. The post Team Dynamics: Do These 5 Extremes Harm Teamwork #PeopleSkills? appeared first on KateNasser.com.

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Another One Bites The Dust: JetBlue’s Broken Promises

Kerry Bodine

This post comes to you from my colleague Amelia Sizemore. I’m not angry, JetBlue. I’m just disappointed. Ok, I’m actually pretty miffed, as are many, many others. Last November, when JetBlue announced upcoming changes to its baggage policy and its plans to chop legroom, I wasn’t worried that my flying experience would worsen. Though I’m a frequent JetBlue flier, I’ve checked a bag only twice in the past six years, and I’m 5’3” so my knees never coming close to ramming into the seat in front of m

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Failure in Customer Experience Is an Option

Win the Customer

Before we achieve successful customer experiences, we must evolve how we think about failure. Failure in customer experience is inevitable. You will make the wrong decision, you will do the wrong thing for your customers, and you will fail to foresee the unexpected in your customer interactions. But the costly failures is an option. It’s up to […].

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Listen and then Repeat

Customer Bliss

This sounds ridiculously simple, right? Think again. Eight out of ten phone calls, retail interactions and service calls begin with prescribing a solution to a customer before the customer need is really listened to, understood and validated. The beginning of an interaction can be the time when customers will want to vent. Let them. Customers want validation.

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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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What's Your #CX Strategy?

CX Journey

Image courtesy of AnnaRachel1 What is a customer experience strategy? Have you laid the groundwork for a successful execution? Let's start by defining "customer experience strategy." A customer experience strategy helps you define, design, and, ultimately, deliver the desired customer experience (desired, of course, by your customers). Strategy is mainly about the how, but your CX strategy may also include details about the who, what, when, and the how much of experience design and helps everyon

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Making the Experience Easier For the Customer

Dennis Snow

In this video I address the question: Are you making things easier for yourself or easier for your customers?

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Customer Experience Beyond the Life of the Company

Win the Customer

Starting a business or any part thereof is a risky proposition. As new research by Harvard Business School’s Shikhar Ghosh shows, 75% of all start-ups fail, and when they do, so does customer service. Every day failed organizations orphan customers who believed those organizations would always be there to serve them. When organizations fail, customers are […].

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Listen and then Repeat

Customer Bliss

This sounds ridiculously simple, right? Think again. Eight out of ten phone calls, retail interactions and service calls begin with prescribing a solution to a customer before the customer need is really listened to, understood and validated. The beginning of an interaction can be the time when customers will want to vent. Let them. Customers want validation.

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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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CX Journey™ Musings: Buy-In or Commitment?

CX Journey

Image courtesy of {alexisleann} Buy-in vs. commitment: is there a difference? And does it matter if there is? As I was writing my most-recent post earlier this week, I started to type the word "buy-in" and paused for a moment because what I really meant was "commitment." Are the two terms one and the same? I know the two are often used interchangeably (I'm guilty), but I think there's a difference.

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Private equity firm takes control

ClearAction

Private equity firm takes control. L orem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry’s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged.

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How to Develop Great Customer-Centric Experience Experts

Win the Customer

Developing your people to create better customer experiences requires clear understanding of the future status of your organization. Too often organization are focused on past performance when planning their people development, but past performance is a poor indicator of how to develop better experience-focused people. It’s often said that hindsight is 20/20, but in reality […].

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The Currency for Millennials is Purpose; Mike Rayburn keynoting Secret Service Summit

The DiJulius Group

Blame it on the youth – Due to the fact that technology has dramatically reduced face-to-face interaction, the younger generation has fewer inherent people skills than previous generations, which ultimately means lower Service Aptitude. As a result, managers and companies complain about how difficult it is to employ this new workforce, a workforce often blamed […].

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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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Will We Ever Close the Gender Pay Gap?

1 to 1

By 2020, the U.S. Treasury expects to replace Alexander Hamilton's spot on the $10 bill with the face of an unidentified woman. But, as The Daily Show correspondent, Jessica Williams, recently highlighted during an episode of the Comedy Central news program, this gesture seems like an ineffective, and relatively pathetic, attempt to appease female critics.

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Real estate laws on the move

ClearAction

Real estate laws on the move. L orem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry’s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged.

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How Your PTO Policy Creates a Culture of Excellence

Win the Customer

Oftentimes, employees do not take time off because an employer’s PTO policies need improvement. This is something that can end up costing the business in the long run. Paid time off (PTO) is an important way for businesses to invest in employee satisfaction and decrease unexpected absences. However, despite most full-time U.S. workers earning paid […].

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Journey Mapping Q&A: Required Research For Customer Journey Maps

Kerry Bodine

For the past few weeks, I’ve posted answers to some of the questions I got during my Qualtrics ’ CX Week webinar “ 10 Ways To Use Customer Journey Maps.” (You can download the slides here. Or watch the webinar —just register for free at CXWeek.com and look for my webinar on the Wednesday agenda.). In Part 1 and Part 2 of this series, I talked about the elements of a journey map and how to run a journey mapping workshop.

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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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Taking a Next Best Action Approach to Strengthening Telecom Customer Relationships

1 to 1

One of the biggest challenges that telecom industry executives face is customer churn. While churn rates vary by country and by provider, annual churn rates for telecom companies average between 10 percent and 67 percent, according to the Database Marketing Institute. And while there are a variety of reasons that customers disconnect from wireless providers in particular - dissatisfaction with the quality of service, cost, poor customer support - the use of customer data and analytics is providi

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Make Minimalism the Standard of Excellence

Win the Customer

Too many companies make customer service a headache. The pleasant nature of having a small conversation and coming to a swift and happy conclusion is all-but-gone, replaced by rigid policies and inflexible business principles. Take a step back, clear away the clutter and make things both easy and simple for yourself, your team, and your […].

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When Fake News Sites Ruin the User Experience

1 to 1

Companies get penalized for making false claims about products and services, but when it comes to fake news sites, these scams are much harder to catch. If you're a Facebook user, you probably have a friend who shared a bogus news story because he or she was convinced the information was accurate. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Want Great CX? Make Everyone Do Their Part

1 to 1

Customer experience teams cannot own CX outcomes by themselves. Now don't get me wrong, CX pros rightfully shoulder the most responsibility, including ownership of the six CX disciplines, from customer understanding to culture transformation. But the fact is that all employees at an organization have at least some impact on their firms' customer experience.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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