How Can Contact Center Analytics Help Agents Improve Performance?
Callminer
FEBRUARY 8, 2015
Contact center analytics evaluate agent performance in real time, leading to improved performance across a variety of areas. Here’s a look at how.
Sat.Feb 07, 2015 - Fri.Feb 13, 2015
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Faces of Customer Experience: Renee Cloyd
Customers That Stick
FEBRUARY 12, 2015
'Meet Renee Cloyd! Renee Cloyd is a wife and mother of three young boys ages 11, 9 and 6 who balances her busy home life with a full time job as a Center Director at Christ Lutheran Children’s Center. At CLCC, we strive to provide a quality early childhood program. In our center, forming strong ties to the families and the community is the key to the success of our program.
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Trending Sources
Optimizing The Social Customer Experience For Better Customer Engagement
Win the Customer
FEBRUARY 8, 2015
'Customers are moving outside the purchasing funnel—changing the way they research and buy products and services. If your service experience hasn’t adapted, you’re falling behind. A customer-centric approach to service, integrating all available customer contact channels, needs to be based upon your customer journey. Every aspect of your service offering, sales and marketing efforts need to correlate and contribute […].
You Must Do THIS at Your Job Interview
Beyond Philosophy
FEBRUARY 10, 2015
'First impressions count. When you start a job interview one of the first things you will do is shake your prospective employer’s hand. What impression will they get of you by doing this? Handshakes can indicate many things. The strength of a handshake conveys a lot of information. From a firm to a limp handshake, each intensity communicates pertinent conscious and subconscious clues about your personality.
Reimagine Your Communications With A Unified Platform
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Loving Customers for Customer Experience Excellence
ClearAction
FEBRUARY 11, 2015
Loving Customers for Customer Experience Excellence. "Payin' with lovin'" seemed like a clever twist on McDonald's advertising theme, "I'm lovin' it!" In a Superbowl ad, the company announced its random selection of customers to pay for purchases with "random acts of love", from the big game day through Valentine's day.
Ouch, My Pride (or “Tips for Handling Harsh Customer Feedback”)
PeopleMetrics
FEBRUARY 13, 2015
'I was in a short story class once. We were sitting with our desks in a circle, workshopping a classmate’s story. Here are scenes from the session: Quiet shuffling of paper. Low-hanging compliments. Female classmate suggests a dialog could rewritten for better effect. Author: “But that’s the way it happened.”. Professor: “This is fiction class. We’re trying to help your story.”.
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More Trending
McDonald’s Super Bowl Ad: I’m Lovin’ It
Beyond Philosophy
FEBRUARY 12, 2015
'All in all, this was a bad year of Super Bowl ads. The only one I liked was McDonald’s. Their ad campaign, “Give Lovin’, Get Lovin’” is a great idea. Here is the ad in case you missed it. Through February 14th, 2015, Customers at the restaurant will be randomly selected to owe a new form of payment. Instead of cash or credit, they want their Customers to pay with lovin’, a play obviously off McDonald’s tagline, “I’m Lovin’ it.
Clarifying the Role of the CCO – Competency #1
Customer Bliss
FEBRUARY 10, 2015
'Competency #1: Honor and Manage Customers as Assets. Know the Growth or Loss of Customers and Care About the “Why?”. With this competency, the goal is to align leaders to make a defining performance metric—the growth or loss of your customer base. Customer Asset Measurement is about knowing what customers actually did to impact business growth or loss versus what they say they might do via survey results.
Be Mine: The Secret to Successfully Closing A Sale
PeopleMetrics
FEBRUARY 11, 2015
'"If you want to persuade, you must first connect.". This quote from Sonia Simone ''s excellent post entitled How to Create a Deep Connection with Prospects and Customers sums up a question we''ve been grappling with here at PeopleMetrics in recent months: how to help B2B companies differentiate on the prospect experience and close more sales. The author states that as humans, our need to be seen, heard, and recognized is directly connected to the success (or failure) in the prospect and custome
3 Critical Customer Service Disasters That Totally Are Preventable
Win the Customer
FEBRUARY 7, 2015
'The 2014 Global Customer Service Barometer by American Express found that 74% of Americans spent more money with companies that had previously provided them exceptional customer service. The survey also found that customers are far more likely to tell friends about negative customer experiences than positive ones. No matter how much time and effort you […].
How Retailers Are Transforming Customer Experiences with Data & 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.
Winning the #CX Dating Game
CX Journey
FEBRUARY 12, 2015
'Image courtesy of The Round Peg Today I''m pleased to share a guest post by Bob Daly , President of DuSentio. If you’re reading this, it means you''ve reached a level of maturity, age, and wisdom to have likely heard the following classic dating quote: It’s not about you, it’s about me. If you were ever on the receiving end of this message, hopefully with distance and experience you’re able to chuckle and shrug off the bad memories associated with this relationship killing poison pill.
Clarifying the Role of the CCO – Competency #2
Customer Bliss
FEBRUARY 12, 2015
'Competency #2: Align Around Experience. Give Leaders a Framework for Directing the Work of the Organization. Unite Accountability as Customers Experience You, Not Down Your Silos. Competency #2 gives leaders a framework for directing the work of the organization: requiring cross-silo accountability to deliver deliberate customer experiences. It unites the organization in building a framework for “Earning the Right” to Customer Asset Growth.
Voice of the Employee Can Cure Broken Customer Experiences
1 to 1
FEBRUARY 12, 2015
'A few weeks ago, many of our customer experience analysts including my colleague Maxie Schmidt and me were glued to our computer screens, watching a presentation by a big bank. It had introduced a tool to capture and manage ideas from its employees on how to improve the customer experience. This presentation mattered to us because only 25 percent of CX professionals say their companies'' CX programs actually improve customer experience.
How to Actually Keep a Customer: A Lesson From The Coffee Shop
Win the Customer
FEBRUARY 9, 2015
'Offering world-class customer service varies little, in principle, whether you are serving coffee or installing servers. Get it right, and you can keep customers for life. Today is one of those rare occasions where I’m out on the road (well, train tracks), travelling up to the Midlands to see a client. And that means coffee. […].
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.
Discounts Sabotage
CX Journey
FEBRUARY 10, 2015
'Image courtesy of JSF0864 Is your customer acquisition (and retention) strategy based on discount pricing? How''s that working for you? Discounts might be working well to bring customers in the door, but do they stay after they''re in? Can you keep those that you acquire? Are you creating a precedence that is not sustainable? A couple weeks ago, I wrote a post about the phenomenon where customers buy on price but also leave on price.
Surveys: Know What Your Customers Are Good For—and What They’re NOT!
InteractionMetrics
FEBRUARY 12, 2015
Customer feedback surveys don’t have to be bad. But they often are. Case in point: I recently took a survey that began with this question: What insights did the company hope to gain here? If a large number of respondents answered “Poor,” what would that mean? Provide more graphics? More text? And where? Questions like this confuse and irritate customers—worse yet, they result in junk information.
Most people could care less if 92% of brands disappeared; The Harvard of CX
The DiJulius Group
FEBRUARY 11, 2015
'Is your brand meaningful to people? The Meaningful Brand Index, conducted by Havas Media Group, is used to measure the benefit brands bring to people’s lives and ranks over 700 brands among 134,000 consumers in 23 countries using 12 “areas of well-being.” Each brand is ranked based on the effect it has on quality of […].
5 ?Ways to Increase Your Net Promoter Score and Improve Customer Experience
Win the Customer
FEBRUARY 10, 2015
'Net Promoter Score (NPS) is a powerful customer feedback method that can enable you to improve customer service results and enhance customer experiences. It may seem trite in this world of complex metrics and customer data overload, but this simple test of loyalty has formed the basis of game-changing improvements for thousands of companies. Most service surveys are […].
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?
Visualizing the Future of Video Content Consumption
1 to 1
FEBRUARY 10, 2015
'Consumer behaviors often dictate marketing trends. Thus, as audiences gravitate toward video on both mobile and desktop platforms, companies are quickly reconfiguring their content strategies to focus on this visual medium. For many organizations, video has even begun to replace the written word, shifting from supplemental afterthought to primary real estate, as visualization actively boosts engagement.
New to this!
Customer Service Training
FEBRUARY 11, 2015
I am in the process of starting a customer service training facility. Where do I begin?
7 Ways to Provide Exceptional Customer Service for E-commerce [INFOGRAPHIC]
Win the Customer
FEBRUARY 13, 2015
'Customer service is critical in the on-going relationship between customers and service providers, especially those primarily interacting with customers online. With the rise of social media contact channels, e-commerce companies need to undestand, embrace, and innovate with these new customer communication methods. AS they do, they’ll see improved relationships with customers and enhance their online […].
Service Experience Is Leading Digital Collaboration and Social Engagement
Win the Customer
FEBRUARY 11, 2015
'The impact from the transition of a traditional economy to a social economy will begin in the contact center and spread to other sectors of business transforming customer experience as we know it. From backroom day-to-day operations to front-facing customer interactions and transactions, digital collaboration in business has become the way of work.
7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus
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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
How the World's Largest Laundromat Cultivates Customer Loyalty
1 to 1
FEBRUARY 11, 2015
'Laundromats are not known for connecting with their customers; as long as there''s plentiful parking and affordable washing machines, customers are generally satisfied. Tom Benson, owner of the World''s Largest Laundromat in Ill., wasn''t satisfied with that arrangement however, and sought to provide an even better experience. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
What Body Language Can Tell You About the Customer Experience
1 to 1
FEBRUARY 10, 2015
'Consumer data that''s distributed across digital channels can help business leaders learn a lot about customers, including their behaviors, preferences, attitudes, and needs. However, there are some customer characteristics that analytics and other digital tools don''t pick up so well - at least, not yet. This includes the sentiment being projected by customers through their body language and facial expressions.
Anthem Breach Highlights Need for Stronger Industry Security Standards
1 to 1
FEBRUARY 9, 2015
'Last week''s data breach of 80 million records at Anthem offers further proof that we live in the age of the data breach. This latest occurrence-one of the largest in the past 12 months--underscores the lack of security measures in healthcare and the need for mandatory standards. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Setting Goals
Customer Service Training
FEBRUARY 11, 2015
I really want to set up some measurable goals my Guest Service team can focus on.
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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