Callminer
OCTOBER 11, 2017
A Definition of Cloud Call Centers Hosted in the cloud by a business server, a cloud call center is the hub of an enterprise that handles all customer communications.
Heart of the Customer
OCTOBER 12, 2017
Last year, Heart of the Customer and the CXPA partnered to discover the state of the art in journey mapping in our first “Journey Mapping Best Practices” survey. We’re now launching our second annual survey. Whether you’re a practitioner, vendor or thought leader, we’d love to hear your experience in journey mapping. Please take our […].
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Beyond Philosophy
OCTOBER 9, 2017
Theory is one thing. Implementation is another. Ideas are useless if you can’t apply them. The idea I often share is that customer emotions influence over half of your Customer Experience. However, just knowing customers are emotional doesn’t help your business….unless you know how to use this information to improve your business outcome. How your customers feel about your experience is the most significant factor to your Customer Experience success.
Fonolo
OCTOBER 12, 2017
Serving the public comes with its own pros and cons. The cons: It can be super difficult to meet everyone’s expectations. The pros: When you do, it’s incredibly rewarding; nothing is more satisfying than a happy customer. If someone calls you, and you’re able to take them from angry to being pleasantly surprised and thankful, it’s certainly an accomplishing feeling.
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.
Callminer
OCTOBER 12, 2017
A Definition of Cloud Call Centers Hosted in the cloud by a business server, a cloud call center is the hub of an enterprise that handles all customer communications. Because this center is in the cloud, it makes interacting with customers, including all inbound and outbound communication via voice, email, social media, and the internet, […]. The post Cloud vs.
Heart of the Customer
OCTOBER 10, 2017
Daniel Kahneman isn’t known as a customer experience (CX) guru. A Nobel Prize winner, sure. Brilliant psychologist and leader in behavioral economics, yes. Author of a fascinating (but really dense) book? You bet. But he’s not really known for his CX chops. Yet, one of his findings shows why many surveys – as well as quite […]. The post Behavioral Economics Explains Why Your Surveys are Flawed appeared first on Heart of the Customer.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Fonolo
OCTOBER 11, 2017
You’re ready to outsource your call center, but not sure where to start. It’s a tale as old as time. Developing a concise strategy for exporting your customer service center can be a daunting challenge, but not impossible. It’s important to be thorough in your planning and not to be disheartened if you’ve started and stopped the process one too many times already.
Totango
OCTOBER 12, 2017
The Totango team is headed to Las Vegas to talk customer success at TSIA’s Technology Services World (TSW) October 23-25 at the ARIA Resort & Casino. Don’t miss us at booth #26 and read below for info on our exclusive happy hour and lounge! TSW is a must-attend conference if you’re looking to stay at the forefront of the services industry.
Customer Bliss
OCTOBER 10, 2017
Episode Overview. In our conversation, Maury Kask walks us through his journey from pitching the Board of Directors to engaging people across the company to being named Chief Experience Officer. Much of his methodology is rooted in seven work streams. We discuss those, and then how to turn the work streams (strategic level) into execution-level elements. .
ProProfs
OCTOBER 9, 2017
Imagine a scenario, where you are asked to memorize Newton’s laws of motion. I am pretty sure many of you would use the conventional method – ie. repeating the laws in order until they are engraved into your memory, while some of you may use an acronym or acrostic. It’s true that memorization techniques and learning methods usually vary from one individual to another.
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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.
Fonolo
OCTOBER 10, 2017
Today’s demanding consumers have high expectations when it comes to the call center experience. A surefire way to fall out of favor with a customer is to leave them on hold for more than a few minutes. (For proof, head over to onholdwith.com and check out the feed of complaint-tweets.). The solution to hold-time is to offer a call-back as an alternative.
Confirmit
OCTOBER 9, 2017
4 Key Take-Aways from My Webinar with Bruce Temkin. I recently had the pleasure of conducting a webinar alongside Bruce Temkin, CCXP Managing Partner & Customer Experience Transformist. In the webinar, we discussed the ways people and technology can and should work together to make the customer experience better. Since the webinar, I had a chance to reflect on what we heard.
Customer Bliss
OCTOBER 12, 2017
Above is the profile of restaurant entrepreneur Danny Meyer (Union Square Cafe, Shake Shack) which aired on 60 Minutes last Sunday. You can read an associated article here. As many of us probably already understand, the restaurant industry has razor-thin margins. While you can compete on cost (fast food), it’s very hard to only compete on cost.
ProProfs
OCTOBER 9, 2017
Imagine a scenario, where you are asked to memorize Newton’s laws of motion. I am pretty sure many of you would use the conventional method – ie. repeating the laws in order until they are engraved into your memory, while some of you may use an acronym or acrostic. It’s true that memorization techniques and learning methods usually vary from one individual to another.
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.
DMG Consulting
OCTOBER 10, 2017
Question: Are voice recognition and voice biometrics the same thing? Answer: Simply put, voice recognition identifies what words are being spoken by an individual, while voice biometrics identifies the person saying those words. Voice recognition, also known as speech recognition or speech-to-text technology, identifies spoken words and phrases and converts them into text-based content that can be read, understood and utilized by machines.
Confirmit
OCTOBER 10, 2017
In research, we tend to spend a lot of time talking about “collecting data from consumers." With this type of language, it can almost seem as if consumers are nothing more than data receptacles. Consumers are, in fact, our clients’ customers. They are people with needs and expectations. And by your interactions with these customers in the research process, you are influencing their view of your clients' business.
C3Centricity
OCTOBER 8, 2017
Our customers are getting smarter every day. But are we performing smart marketing too? I don’t think so. When I have the chance to look at what most organisations are doing, I see that they are still living in the past of traditional media and have hardly dipped their toes into new media. Or they are using social media but still treating it as if it is traditional media!
CX Journey
OCTOBER 11, 2017
Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX. It appeared on their blog on March 24, 2017. There's a lot of talk about improving the customer experience. And there's a lot of talk about using surveys to listen to customers so that we know where we need to improve the experience. But have you ever considered that those very surveys are another touchpoint in the customer experience?
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?
DMG Consulting
OCTOBER 10, 2017
Welcome to the Hybrid World of Contact Center Software . The future of contact center technology is in the cloud, although not all systems and applications are going to be moved to the cloud at once. Therefore, the dominant implementation model for contact center technology, particularly in large environments, is going to be hybrid. This means that some systems and applications used by an enterprise will be in the cloud while others will be on-premise.
ClientSuccess
OCTOBER 10, 2017
Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Metrics help separate process that are working from processes that need more fine-tuning. While it can be tempting to just track overarching metrics that measure high-level numbers and sentiment levels, it’s actually critical to look at individual metr
Confirmit
OCTOBER 9, 2017
4 Key Take-Aways from My Webinar with Bruce Temkin. I recently had the pleasure of conducting a webinar alongside Bruce Temkin, CCXP Managing Partner & Customer Experience Transformist. In the webinar, we discussed the ways people and technology can and should work together to make the customer experience better. Since the webinar, I had a chance to reflect on what we heard.
Lumoa
OCTOBER 13, 2017
Customer experience consists of countless details, but at the end, it all comes to what a customer thinks of your brand. Sometimes, you think your brand and customer experience are the same thing. In reality, if a customer perceives your brand in a different manner compared to you, that would be your true customer experience. You could use millions of different methods to improve customer experience - from service design to detailed research and questionnaires.
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.
ClearAction
OCTOBER 10, 2017
Solving Complex Challenges through B2B Customer Experience Lynn Hunsaker. “Our customer experience team really wants to make systemic and strategic changes that span the company, so we only tackle situations that our normal business-as-usual processes are not normally suited to tackle. Those tend to be situations that span multiple parts of the company, span multiple processes, and where there is no one that is holistically looking at a problem, that’s where our customer experience t
Comm100
OCTOBER 11, 2017
Introduction. Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? Should it be customer service? Marketing? PR? Sales? IT? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above.
Confirmit
OCTOBER 9, 2017
Most of us don’t think that hard about the relationships we have with our insurance provider. It’s one of those necessarily evils that we deal with, but don’t dwell on – at least until we come to make a claim. But while we might not think about our insurers that much, it’s clear that many of the best insurance businesses in the US are thinking deeply about their clients.
Provide Support
OCTOBER 12, 2017
The cost of losing customers differs wildly between businesses, but it gets even higher if a customer is lost due to poor customer service experiences. No doubt, customer service has a long-term impact on buying decisions, with customers continuing to avoid companies years after the initial negative interaction. But what’s more, social media and online review websites enable bad service stories to be shared not only with family, friends or colleagues, but also with the general public affecting o
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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
Confirmit
OCTOBER 9, 2017
Most of us don’t think that hard about the relationships we have with our insurance provider. It’s one of those necessarily evils that we deal with, but don’t dwell on – at least until we come to make a claim. But while we might not think about our insurers that much, it’s clear that many of the best insurance businesses in the US are thinking deeply about their clients.
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