Callminer

JUNE 4, 2017

there are two factors that consistently have a major impact on customer satisfaction, and therefore on your overall efficiency: talk time and handle time.

Contact Center 182

Contact Center Customer Satisfaction 182

Uniphore

JUNE 6, 2017

Today, customer service trends are driven by the need to meet consumer expectations. However, the evolution of technological innovation together with the emergence of the Millennial consumer has led to quickly changing expectations. Read More.

Customer Experience 133

Customer Experience Innovation Technology Technology 133

Beyond Philosophy

JUNE 5, 2017

One of the annoying things about business travel is that you tend to need things in your hotel room at the worst time. More shampoo when you’re still in your pajamas. A mending kit to repair a button in time for your dinner meeting. The hotel staff, while generally helpful and accommodating, has other things to do. So you wait. It’s not the best customer experience, but if you travel often, you learn to live with it.

Artificial Intelligence 143

Artificial Intelligence Customer Loyalty Technology Technology 143

Kerry Bodine

JUNE 7, 2017

For the past two years, I’ve participated as a member of the jury for the Service Design Award , presented by the Service Design Network. In this role, I’ve gotten to review inspiring design work from around the globe. This year, I’m honored to serve as the head of the jury. Here’s a bit more about the award: The Service Design Award recognizes work of an exceptional standard in the field of service design by both students and professionals.

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Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Customer Loyalty

Callminer

JUNE 6, 2017

When you don’t deliver what your customers’ want, the customer experience is less than desirable. CX Data Analysis is incredibly valuable.

CX 182

CX Customer Experience 182

Heart of the Customer

JUNE 6, 2017

A few weeks ago, I found myself flying Air Canada for the first time. There were multiple issues – both flights were delayed without notification, three flights were scheduled from the same gate within an hour, leaving nowhere to put all the passengers, and agents didn’t have working scanners so had to manually write down […]. The post Sometimes, meeting customer promises isn’t so impressive. appeared first on Heart of the Customer.

CX 87

CX Customer Experience 87

Taylor Reach Group

JUNE 8, 2017

By: John Cockerill. Regardless of the size of the Call Center(s), you have this in your arsenal. It can be a tool of massive value. Be careful how it gets used. Forecasts of Demand make you more knowledgeable and powerful than others in your organization. A decent forecast backed by data and agreed upon by all is a point around which you can make decisions with high degrees of certainty.

Contact Center 74

Contact Center Start-ups Customer Experience 74

Customer Service Life

JUNE 5, 2017

Class tales like Little Red Riding Hood can teach us a lot about telling better stories in our organizations. Photo Credit: PublicDomainPictures.net via CC License. I wrote this article with my colleague Ruth McCullen. She’s the Director of Client Analytics at FCR. This article was originally published on the ICMI blog on May 18, 2017. Click here to read the original.

Contact Center 68

Contact Center Customer Satisfaction Customer Service 68

Kerry Bodine

JUNE 7, 2017

JetBlue built its brand on being a different kind of airline. At a time when other US-based airlines were cutting leg room, eliminating meals, and charging for bags, JetBlue gave flyers room to stretch, provided free yummy snacks, and resisted financial pressure to nickel and dime its customers with fees. The airline seemed to know it had a good thing going.

Touchpoint 73

Touchpoint Sales Customer Experience Customer Service 73

Customer Bliss

JUNE 6, 2017

Episode Overview. Brad Olson talks with me about his work to velocitize the member experience at Peloton, and creating a movement and a beloved brand. Peloton is a mission based company that deliberately crafted every element of its experience, from the build of the bike to its delivery, usage and even helping people move their bike from one home to another.

Social Media 59

Social Media Start-ups Gaming Technology 59

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Taylor Reach Group

JUNE 6, 2017

Chat in the Contact Center - an Expert Panel Weighs in – Part 1/3. You may or may not have reviewed Comm100’s 2016 Livechat Benchmark Report. 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.

Contact Center 55

Contact Center Healthcare E-commerce Sales 55

DMG Consulting

JUNE 7, 2017

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report. 6/7/2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 14th Annual Workforce Optimization (WFO) Market Share Report. When: Today, 7 June 2017.

Contact Center 48

Contact Center Text Analytics Retail CRM 48

Kerry Bodine

JUNE 6, 2017

We learn something new every time we facilitate a workshop with customers. Often our new learning is about the challenges of customer recruiting—and ways to overcome them. For example, to ensure that customers at a recent workshop showed up on time, we told participants that everybody who arrived 15 minutes early would have their name entered in a raffle for a $50 gift card (in addition to the compensation we’d promised them for participation).

Construction 48

Construction B2B Gaming 48

Confirmit

JUNE 5, 2017

Here we are in 2017, the customer experience (CX) industry has evolved and grown, and everyone seems to have an opinion on customer experience best practices. The Internet is awash with recommendations from lessons learned by other practitioners and consultants. CX best practices are everywhere, and the take-home message is often: These ideas worked so well for my program, replicate my efforts and surely this will work for your CX strategy, too.

CX 49

CX Voice of the Customer Customer Experience 49

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

Taylor Reach Group

JUNE 5, 2017

How Ontario Minimum Wage Increases Will Impact Contact Centres. By: Colin Taylor , John Cockerill , Garry Schultz , Turaj Seyrafiaan and David Bradshaw. As many of you have heard, Ontario has announced a minimum wage increase to $15/per hour. This topic has been very controversial as some are in favour of, and others opposed. This jump in wages raises many questions and concerns as organizations and individuals try to anticipate the effect of Ontario wage increases.

Hospitality 50

Hospitality Hospitality Retail Government 50

DMG Consulting

JUNE 3, 2017

Enterprise Uses of Speech Analytics (whitepaper). 5/1/2017. By Donna Fluss. Introduction. Wouldn’t it be great to share in the journey of each of your customers; to know what they think about your employees, policies, products, services and competitors? To be able to capture insights about what it’s really like to transact business with your company?

Text Analytics 48

Text Analytics Customer Experience Sales CX 48

Allen Speaks

JUNE 7, 2017

There has always been a debate on whether customer service scripting will make customer service representatives sound too mechanical and less spontaneous. A recent interaction with a credit card representative highlights exactly why scripting at least as a guide is necessary. My daughter was about to travel out of state and had lost her debit card. I had an extra card on my business card with her name on it since she sometimes does work for me.

Customer Service 40

Customer Service 40

Confirmit

JUNE 7, 2017

Judging the ACE Awards , our program that recognizes Confirmit customers who are really embracing best practices in customer experience, is always an interesting task. While I work closely with many customers, there are always new stories I wasn’t aware of and it’s fascinating to see how, year-on-year, the bar is raised when it comes to what constitutes a great Voice of the Customer program.

VOC 40

VOC Voice of the Customer Voice of the Employee NPS 40

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

Customer Bliss

JUNE 8, 2017

RSS reader FeedSpot just voted our blog the No. 1 customer experience blog on the Internet, via a few of the following factors: Google reputation. Google search ranking. Influence and popularity on social media. Quality and consistency of posts. An editorial team/subject matter expert review. I’m incredibly honored to be No. 1 on their customer experience blog list.

Customer Experience 40

Customer Experience Social Media Technology Technology 40

DMG Consulting

JUNE 3, 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. Comments This field is for validation purposes and should be left unchanged. Close. IVR Optimization Improves Service and Reduces Costs. 4/25/2017.

Contact Center 48

Contact Center CX Customer Expectations Technology 48

CX Journey

JUNE 7, 2017

Image courtesy of GMC Software Do you need one? A customer experience leader, that is. There's an alphabet soup of letters thrown together to title the customer experience leader role, whether it's CCO, CXO, CCXO, etc. They all lead to the same definition: the C-level executive who champions, or advocates for, the customer and his needs throughout the organization.

Customer Experience 36

Customer Experience Voice of the Customer CX 36

Confirmit

JUNE 5, 2017

Canon Solutions America's Enterprise Managed Services Division is committed to being a customer experience leader. Their Voice of the Customer program drives innovation, transformation and loyalty that enables the company to deliver continuous improvement across the board. But that’s not enough for Canon EMSD. For them, Customer Experience is not just about listening to customers.

VOC 40

VOC Voice of the Customer CX Innovation 40

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

Win the Customer

JUNE 5, 2017

Giving employees the freedom to work from home can impact how much they love their job and their desire to stay. A survey by Leadership IQ found people are 87 percent more likely to love their job if they work from home or remotely. And aside from happiness with working at home, companies can recruit top talent regardless of where they live to gain an edge over their competition.

Customer Service 88

Customer Service Start-ups Technology Technology 88

Kerry Bodine

JUNE 5, 2017

In my last post , I mentioned that some of my early journey mapping clients were investment firms that wanted to map journeys like “saving for retirement” or “building financial wealth.” These journeys were of obvious importance to my clients: By understanding customers’ mindsets and needs along the way, they could help them save more and invest better—benefitting both customers and the business.

Customer Journey Map 54

Customer Journey Map 54

Provide Support

JUNE 6, 2017

The way your employees feel is the way your customers will feel. And if your employees don’t feel valued, neither will your customers. – Sybil F. Stershic. Companies like Zappos, Southwest Airlines and Ritz-Carlton Hotels have one thing in common – they are worldwide famous for providing excellent customer service and having friendly employees. Their employees are obviously passionate about their work and are willing to go the extra mile to help customers.

Customer Service 64

Customer Service 64