One Concept that Improves All Your Customer Service Interactions
Callminer
MAY 17, 2017
Most customer service remains lackluster and inconsistent—while executives routinely believe their customer service is better than it really is.
May, 2017
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Financial Darwinism: Why Financial Call Centers Have Failed to Deliver
Uniphore
MAY 30, 2017
The Promise. Many years ago, the banking industry introduced the call center channel with the goal of lowering service costs and improving the overall customer experience. The plan was essentially to eliminate basic, low value transactions from the traditional banking branches banking, which would allow branch workers to focus on higher revenue-generating activities, while also providing customer service access around the clock.
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Don’t Be Fooled: Digital Will Never Replace Physical!
Beyond Philosophy
MAY 22, 2017
With online shopping, transactions and communication as prevalent – and as easy – as it is today, it can often be tempting to focus most of your Customer Experience efforts on getting your virtual presence right. When many of your customers will engage with you solely on a virtual platform, it can make sense to favor it. However, neglecting your brick-and-mortar experience can lead to inconsistent CX and online backlash.
Is Your Customer Service Consistent?
Customers That Stick
MAY 4, 2017
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From Start to Scale: Driving Growth Through Seamless Payments Implementation
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
Breaking the Ice Episode #11: Boosting Morale with Nate Brown
Customer Service Life
MAY 17, 2017
Finally, Breaking the Ice goes to 11 — and we’re so happy to break the ice with our always-best-dressed friend, Nate Brown. Nate is Director of Customer Experience at UL and regularly writes a blog called Customer Centric Support. We had a little bit of fun with this episode. Here are the questions: Icebreaker Question: What’s your favorite Halloween costume of all time?
John Oechsle: How Do You Spell CRM Evolution? With 4 C’s
Bill Quiseng
MAY 8, 2017
This week’s post is from Swiftpage CEO John Oechsle. He examines the evolution of how organizations connect with their customers and how smaller and midsized businesses are finding ways to compete for customers with larger players in their space through the 4 C’s of customer information. Swiftpage is the owner of Act! , the first to market customer relationship management software solution that pioneered the space 30 years ago and is still innovating today, so he has a bit of a uni
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Why Are Customers Frustrated with Omnichannel CX
Uniphore
MAY 22, 2017
Today’s modern, tech-savvy customers are becoming increasingly demanding in their quest for a great customer experience. They expect to be able to shop anytime, anywhere and from any device easily, and if your brand is not fulfilling these expectations, you won’t survive. Therefore, one of the critical aspects of any customer service strategy today is to deploy an Omnichannel sales and customer service approach that provides customers with an integrated experience across all channels, including
Who Wins – Brand Or Customer Experience?
Beyond Philosophy
MAY 8, 2017
Back in 2011, Boston College performed an interesting study involving everyone’s favorite energy drink, Red Bull, and the behavior it evoked in study participants. In brief, the study asked a number of participants to “drive” a car in a video game and they measured several factors, including speed, power, aggressive behavior and risk-taking. Interestingly, those driving the cars painted with a Red Bull logo consistently drove faster and more aggressively than other participants, apparently beca
The Importance of Onboarding Employees
Customers That Stick
MAY 1, 2017
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Top 9 Elearning Predictions for 2017
ProProfs
MAY 11, 2017
Over the years, elearning as a concept has evolved greatly and 2017 will be no different. This is illustrated by the rising budget allocations for elearning programs, the growing importance of elearning across varied geographies, latest trends in the emerging technologies and tools that lend helping hand to elearning and the prominent role of social learning as a top priority for learning and development (L&D) sector. 2016 had already witnessed massive development in the elearning domain and
Frost Radar: Voice of Customer Analytics, 2024
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Breaking the Ice Episode #13: What We Shared at the 2017 ICMI Conference
Customer Service Life
MAY 31, 2017
Jenny and I had the privilege and honor of presenting at the 2017 ICMI Contact Center Conference last week in Orlando, Florida. In this episode you’ll hear a brief summary of our presentations, and if you stay to the very end, you’ll be treated to an original song that Jenny shared in her session. You’ll also learn about the worst trouble we’ve ever gotten ourselves into.
Identifying the Top Call Center KPIs & Metrics for Your Business
Callminer
MAY 9, 2017
Managing a call center is no easy feat, which is why it is imperative to deploy tools that can measure progress, results and performance.
Proactive Customer Service and Its Importance
Uniphore
MAY 12, 2017
Solving the customer’s problem – before they are aware of it. A proactive approach to customer service may be more difficult to pull off, but it offers a wide array of benefits that should excite any enterprise. Read More.
Are Loyalty Cards Dead?
Beyond Philosophy
MAY 10, 2017
If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. But how can I be loyal to Florida grocer Publix and also their competitor Winn-Dixie? Can I be loyal to American, United and Delta? To Starbucks and the coffee shop down the street?
Prepare Now: 2025s Must-Know Trends For Product And Data Leaders
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
The Customer Is Always Right — Really?
Customers That Stick
MAY 13, 2017
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Using SMS to improve – or detract from – the customer experience
Heart of the Customer
MAY 23, 2017
I’ve been traveling a lot, and recently had a few service interactions that show the power – and the peril – of using texts to engage customers. Perhaps you’ve seen that some higher-end hotels are sending welcome texts as a simpler way to engage customers and to show responsiveness. I first experienced this at the […]. The post Using SMS to improve – or detract from – the customer experience appeared first on Heart of the Customer.
The Basics of Customer Journey Mapping
PeopleMetrics
MAY 4, 2017
Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their organizations. In our blog, we commented on the slow progress revealed by the trends in this data , with few disciplines improving over time. However, one exception to this stagnation in activities exists: the practice of customer journey mapping.
What Makes a Training Program Rewarding for Your Employees?
ProProfs
MAY 23, 2017
Training programs exist to make sure your employees are well-equipped with the skills, knowledge, and procedural awareness necessary to fulfill their responsibilities as safely and productively as possible. Investing in a good training program helps you cut the costs of educating new hires and establishes a faster-integrated, higher-performing team.
HR Meets AI: The New Way of Keeping Large Workforces Connected and Engaged
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
The Holy Grail of Customer Experience
Uniphore
MAY 11, 2017
While focusing on the customer experience today is required, the multitude of touchpoints involved makes it increasingly difficult to keep customers happy all the time, which is necessary if you are to build brand loyalty. Read More.
Exciting New Trend: Companies Do Listen To You!
Beyond Philosophy
MAY 24, 2017
The last time I went to an American baseball game, the food cost more than my ticket. And what food it was! A fish sandwich that tasted too fishy to eat. A massive yet strangely bland macaroni and cheese concoction. And a $12 light beer. No wonder I don’t go to the ball park very often. Apparently, I’m not alone, and it seems that major league baseball is paying attention.
How Employee Empowerment Really Works
Customers That Stick
MAY 8, 2017
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The Best Way to Learn from Your Customers? Sit Down and Shut Up!
Heart of the Customer
MAY 3, 2017
We all like to talk. It’s part of being human. We like to share ideas and concepts. It’s natural. It’s also a terrible way to learn from your customers. This may seem obvious. But then why do so many do this wrong? I was reminded of this in a journey mapping round table I recently […]. The post The Best Way to Learn from Your Customers? Sit Down and Shut Up!
eCommerce in 2025: How Customer Experience Drives Online Retail Success
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
7 More Technologies To Jumpstart Your Customer Service
Customer Service Life
MAY 15, 2017
This article was originally published on the FCR blog on May 3, 2017. Click here to read the original. At FCR we have an Emerging Technologies (ET) team that exists to learn about the various tools and technologies that can help companies deliver a better customer experience and help contact center leaders manage their teams better. I sometimes joke that we’re the folks that sit in on all of the sales demos so you don’t have to.
Interactive Videos: What Does It Mean for Corporate Training
ProProfs
MAY 9, 2017
Achieving continuous progress is very hard for a business of any size. Even though technology is evolving and is making various business processes much more efficient, the costs tend to add up. To ensure that a company is making the right step, it is necessary to evaluate the ROI for every move made. For the majority of companies, eLearning plays an important role, this is why LMS SaaS tools have made their way into different types of businesses.
Why the phone still seems to be the preferred channel of choice
Uniphore
MAY 31, 2017
I just called to say…I have a problem. Despite the massive investments many organizations are making in new digital contact channels, the majority of customers are still turning to the tried and tested telephone to resolve their challenges. Read More.
Guess Who? They Know everything!
Beyond Philosophy
MAY 31, 2017
Find out what Google knows and your Customers won’t tell you: Economists hate surveys. They don’t trust them because people lie in surveys. Economists prefer to look at what people do instead, which, as we know, is what people are incented to do. Understanding these truths is critical to the work of an economist, and it is also vital to moving your Customer Experience to the next level.
How to Easily Navigate Crypto Accounting in the Web3 Era
Speaker: Aaron Jacob, VP of Accounting Solutions & Reagan Cook, GTM Lead
Are you struggling to navigate the complexities and challenges that come with crypto accounting? 🤔 This new webinar will cover everything businesses need to know to get started with crypto accounting after incorporating crypto into their business models! Industry experts Aaron Jacob and Reagan Cook of TaxBit will thoroughly explore the prevalent operational hurdles encountered by accounting teams when interacting with crypto on the books, and detail how software solutions can effectively
Click-to-Call: Driving Great Calls in the Contact Center
Taylor Reach Group
MAY 19, 2017
By: Bruce Lebowitz. . Many companies are reluctant to introduce click-to-call technologies (also known as click-to-agent, click-to-dial, click-to-contact, tap-to-talk etc.) for fear of driving increased costs and complexities to their Contact Center. Their fears included: . . Driving incremental contacts into their center. Requiring new systems (and integrations).
Don’t replace “thinking” with “execution”
Customer Bliss
MAY 18, 2017
It can be common at some companies for execution to be the norm. (More on this in a second.) I’ve done 51 episodes of my podcast now, and usually the feedback I get from listeners is that they like the sections where the guests go over actionable, tactical items. In other words: execution. People want to know how to achieve something — the steps and processes — because often that’s most important to their rank/level (and theoretically most important to the company scali
The Benefits of Artificial Intelligence for Contact Center Leaders
Customer Service Life
MAY 1, 2017
I’m excited to announce that I recently partnered with Solvvy to publish an ebook highlighting the benefits of using artificial intelligence in the contact center. As a customer service leader, I remember the days when one of our supervisors was out of the office because those were the days where I spent most of my day answering questions from my agents.
Online Learning Space: Why Teachers Should Use It?
ProProfs
MAY 15, 2017
Teaching in a traditional fashion, in a closed of classroom with students sitting and listening to a teacher is slowly becoming obsolete. With the massive worldwide adoption of the web at the start of the 2000s, a lot of brand new learning technologies were developed, allowing learners and teachers alike to have an alternative experience. That being said, a lot of people still have an aversion towards online learning and they aren’t aware of just how many benefits there are of teaching students
7 Essential Criteria for Choosing the Right Payments Partner
Speaker: Brad Pinneke, VP of Business Development at Payrix and Worldpay for Platforms
In this webinar, Brad Pinneke, Vice President of Business Development at Payrix and Worldpay for Platforms, will dive into the 7 must-have criteria for evaluating payments partners, helping you maximize both efficiency and the long-term value of your investment. From assessing technology capabilities to leveraging business development opportunities, this session will give you a clear, actionable strategy to select the right partner for scaling your business.
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