Callminer
SEPTEMBER 25, 2017
Because customer service is a top priority for organizations, escalation management is an important process to have in place to ensure customers’ calls are addressed efficiently.
Beyond Philosophy
SEPTEMBER 27, 2017
After Hurricane Irma’s recent march through Florida, millions of people lost internet, phone and cell phone service. Frustrated by an inability to contact loved ones, conduct business and get news, they looked for answers from their cable, cell phone and internet providers. Well, they didn’t get much. “I wish they would tell us what was going on,” complained one AT&T UVerse customer.
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Customer Bliss
SEPTEMBER 28, 2017
As I’ve been doing more episodes of my customer experience podcast , I’m increasingly hearing more stories about omni-channel collaboration and experiences. I love that. Silos need to align for the customer to have the best experience possible, and when the customer has that best experience possible, that’s really the place where revenue and growth reside.
Myra Golden Media
SEPTEMBER 28, 2017
When I hear an excellent, and genuine, expression of empathy from a company, I make a note of it. I’ll tell Siri to capture what I heard, or I’ll just type it out. I save ridiculously good empathy statements so that I can share them with my clients. In customer service workshops, like the one I delivered Friday in Columbus, I challenge my clients to use the empathy I’ve heard (and felt) to inspire them to come up with their own empathic responses.
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Callminer
SEPTEMBER 26, 2017
A Definition of Escalation/Incident Management In short, escalation management involves transferring calls to supervisors, managers, and other agents who have more experience than the agent who initially answers the call. Because customer service is a top priority for organizations, escalation management is an important process to have in place to ensure customers’ calls are addressed […].
Beyond Philosophy
SEPTEMBER 25, 2017
I’ve been reading about Big Data’s foray into “Journey Analytics.” Journey analytics seeks to improve customer experience by collecting data at each point on a customer’s journey and mapping customers’ paths – whether they lead to a purchase or not. The idea is that when you know the steps your customers take in their interactions with you, you can design a better customer experience.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Heart of the Customer
SEPTEMBER 28, 2017
I wrote last week about why Your CX Scorecard is Probably Measuring the Wrong Thing. Now, on a flight home from a client workshop, I have a chance to catch up on some old reading. And it turns out that your CEO likely agrees. You may not be spending time in the right areas – or, at least, not making […]. The post Why Your CEO Isn’t Impressed with Your Work appeared first on Heart of the Customer.
Totango
SEPTEMBER 27, 2017
Today’s customer success executives are being challenged to use unprecedented amounts of customer data to build more predictable revenue outcomes and run more efficient operations. That’s on top of their existing efforts to manage an entire customer base. If you are a VP of Customer Success, it is time to go beyond defining strategy and start ensuring the execution of your strategy across the organization.
Myra Golden Media
SEPTEMBER 29, 2017
I got a job once when I complained about poor service. I was 17, and my mom and I were ready to check out at JCPenney. We couldn’t find a person anywhere in the juniors department. We walked over to lingerie and finally found someone in the boy’s department. That someone was a middle-aged man in a suit. With the boldness of a brash teenager, I said, “What do you have to do to get service around here?
Fonolo
SEPTEMBER 26, 2017
Many call center platforms today offer some form of call-back functionality. That means if your hold times are long, your callers have the option to get a call at a later time instead of waiting for an agent. These built-in call-back features work by holding the caller’s place in line (“virtual queuing”) so the total wait time is the same. You can think of this as “ASAP” call-backs.
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.
Customer Bliss
SEPTEMBER 26, 2017
Episode Overview. Sandy Miranda explains her three rules for how to elevate from your existing role to a CCO Role in your organization. Sandy tells of her deliberate path from Customer Care Manager to CCO and how she took actions to earn the role and ensure she could be successful in it. About Sandy. From her LinkedIn: Having spent my entire career in service I have naturally and happily found a home in the Customer Success space.
ProProfs
SEPTEMBER 27, 2017
In the world of online learning, discussion groups, discussion boards, discussion forums or threaded discussions are of vital importance. The reason is simple. A discussion forum offers a place to instructor-to-learner and student-to-student interaction to take place. It allows learners to share thoughts, ideas and even review them. Are you aware that there are 3.77 billion global Internet users , which is roughly about half of the world’s population, and there are nearly 2.80 billion global soc
Myra Golden Media
SEPTEMBER 28, 2017
I’m giving you the actual exercise I gave to the employees in the customer service training I delivered this morning, along with the discussion questions I used. If you’d like an excellent training activity that helps employees convey empathy , print off this exercise and facilitate a short discussion with your team. Instructions: Read the following silently and once everyone in your group has read the Blue Apron response, discuss the questions at the bottom of this page.
Fonolo
SEPTEMBER 28, 2017
A poor customer experience is something no company can afford to take lightly. Especially since bad experiences are so costly: 62% of customers will actually consider switching to a competitor! Unfortunately, it’s hard for contact centers to deliver a great experience after they’ve put a customer on hold. Most callers will lose patience quickly, resulting in an angry caller and a frustrated agent.
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.
CSAT.AI
SEPTEMBER 25, 2017
Real-world use cases that demonstrate how artificial intelligence can help you gauge customer sentiment and which customers are at risk for cancellation are here. But, it isn’t that easy. You have to be already gathering customer data in a relational database. In addition to good data, you’ll need someone with a keen eye for your business and industry to best use that information to prevent churn from happening in the future at your company.
UJET
SEPTEMBER 29, 2017
After kicking off this week at the ICMI - Contact Center Demo event in Las Vegas, we came back to San Francisco with a feeling of excitement and accomplishment. Our first exhibit, we gleaned a ton of great interest from folks in the customer support sector and how our platform can truly make their lives a whole lot easier.
Kerry Bodine
SEPTEMBER 27, 2017
I first read Gilmore & Pine’s The Experience Is the Marketing on a cross-country flight sometime around the year 2007. Their article was already several years old at that point, but their ideas made me want to jump out of my seat with joyful cheers: “To be clear, we’re not talking about ‘experiential marketing’ — making your marketing promotions more experiential… We are talking about a fundamentally new way of attracting and retaining your customers through creating new experience offerings
Provide Support
SEPTEMBER 27, 2017
Key Personality Traits for A Perfect Service Rep. Providing outstanding customer service naturally starts from finding and hiring the right employees for your customer support team. While perfection can hardly ever be achieved – some people just happen to possess the qualities that make them more suited for the role of a customer service representative, while others simply don’t.
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
SEPTEMBER 27, 2017
Fonolo is thrilled to announce the launch of its new portal available to all customers today! The team has been working diligently on MANY enhancements that will maximize your productivity, and make your Fonolo experience even better. We even put together a nifty video to show off some of our most exciting changes. The updated portal features: Enhanced scheduled call-backs.
DMG Consulting
SEPTEMBER 29, 2017
KPI Guide for Omni-Channel Contact Centers. 9/25/2017. By Donna Fluss. Introduction. Contact centers are highly complex operating environments with a lot of moving parts and activities. Executives and managers need real-time and historical key performance indicators (KPIs) and metrics to have full and timely visibility into the performance of their contact centers and employees.
C3Centricity
SEPTEMBER 24, 2017
I was giving a talk earlier this month in which I mentioned that technology is an enabler not a disruptor of business today. It was to the BPW Lake-Geneva (Business & Professional Women) group in Rolle, Switzerland, which was a first for me. Not because I was speaking about customer centricity as a disruptor, but because it was an all-female group.
Confirmit
SEPTEMBER 25, 2017
Our celebrations of CX Day on October 3rd , continue today as we focus on another client with a fascinating story to well. This time, though, it’s a slightly different type of organization. While many industries, particularly financial services, insurance (such as Philadelphia Insurance who we featured last week ) and retail, are quite a long way down the CX road these days, many other markets lag behind.
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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
ProProfs
SEPTEMBER 25, 2017
Have you heard this popular quote from Bill Gates“Your most unhappy customers are your greatest source of learning.” This saying makes perfect sense in this age of Internet because sometimes your satisfied customers aren’t the ones you should be thinking about. C ustomer reviews have immense power. Thanks to social media, complaints and recommendations can go viral within a matter of few minutes.
The DiJulius Group
SEPTEMBER 26, 2017
The world’s most sought after experts pay tribute to the one aspect of business that remains the secret to success: the Customer Experience The Secret Service Summit shares insight, knowledge, and strategies from sought after customer experience experts. Final Countdown Price ends September 30. Customer Service is at the core of our nation’s most spectacular.
CX Journey
SEPTEMBER 27, 2017
Image courtesy of Pixabay How can you be sure that your VoC initiative stays fresh and relevant? Continuous improvement is just important for your VoC initiatives as it is for your entire customer experience journey/transformation. What are you doing to ensure that your listening efforts are always fresh and relevant? Yes, even customer listening programs become stale and must be updated.
Confirmit
SEPTEMBER 27, 2017
The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. The case studies featured in our 2017 ACE Award Winners' Showcase demonstrate how the Voice of the Customer has the power to drive an organization forward, delivering positive customer experiences, changing business culture, and generating significant Return on Investment.
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
Customer Service Life
SEPTEMBER 27, 2017
In our 30th episode, we’re pleased to break the ice with Neal Topf. Neal is the President at Callzilla , an award-winning outsourced contact center provider including Best Outsourcing Provider Award at the 2017 ICMI Contact Center Expo and Conference. Tune in as we talk about our favorite sports teams and share some practical advice on working effectively with an outsourced customer service team.
Confirmit
SEPTEMBER 27, 2017
The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. The case studies featured in our 2017 ACE Award Winners' Showcase demonstrate how the Voice of the Customer has the power to drive an organization forward, delivering positive customer experiences, changing business culture, and generating significant Return on Investment.
Confirmit
SEPTEMBER 25, 2017
Our celebrations of CX Day on October 3rd , continue today as we focus on another client with a fascinating story to well. This time, though, it’s a slightly different type of organization. While many industries, particularly financial services, insurance (such as Philadelphia Insurance who we featured last week ) and retail, are quite a long way down the CX road these days, many other markets lag behind.
Confirmit
SEPTEMBER 25, 2017
Customer Experience best practices are everywhere. They’re great to hear about, useful to listen to and interesting to consider. But to implement? Let’s be realistic. Half the time, it doesn’t look like they’ll work for your business, right? What the best practices don’t tell you is the barriers that you need to overcome.
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
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