Callminer

JUNE 28, 2017

Definition of Average Handle Time Average handle time, or AHT, is an important call center metric. In the simplest terms, AHT is the average time it takes to handle a call or transaction from start to finish – from call initiation, to hold time, to talk time, and all the way through to any related […]. The post What is Average Handle Time? Challenges, Examples, and Best Practices for Improving AHT appeared first on CallMiner.

Contact Center 220

Contact Center 220

Beyond Philosophy

JUNE 22, 2017

It is critical to consider the “anatomy” of an interaction in a Customer Experience. The sheer number of things that occur in an interaction at the same time can seem astonishing. Understanding what happens when your team interacts with a customer and why it is an essential element to taking your Customer Experience to the next level. The Anatomy of a Customer Interaction can make or break your Customer Experience.

Customer Loyalty 161

Customer Loyalty Customer Experience 161

Uniphore

JUNE 14, 2017

The digital transformation landscape is already crowded and becoming even more so every day. We have industry digital veterans (like eGain, LivePerson, Creative Virtual & [24]7) providing VA, chat and co-browsing competing against traditional mainstream telephony & contact centre providers (like Cisco, Avaya and Genesys) who are adding digital offerings to their existing product suite.

Start-ups 138

Start-ups 138

Bill Quiseng

JUNE 19, 2017

Your most important assets are not your customers and your employees. It’s how your customers and your employees feel about your company. Your success as a customer service manager is directly proportional to your ability to drive simultaneously customer satisfaction and employee engagement. Happy employees are inclined to go above and beyond for your customers.

Customer Service 139

Customer Service Customer Satisfaction Customer Experience 139

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

Customer Satisfaction

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.

0

0

Heart of the Customer

JUNE 22, 2017

Three years ago, Nicole Newton (then Director of Customer Experience with Thomson Reuters, now at Heart of the Customer) spoke at a Market Research Association (MRA) conference. The topic was “Moving from Insights to Action,” about making the move from Market Research to Customer Experience (CX), as we both recently had. The biggest change we […].

CX 92

CX Customer Experience 92

Beyond Philosophy

JUNE 28, 2017

Back in April 1985, the Coca-Cola Company introduced a product that became one of the biggest flops in modern history. “New Coke” had a sweeter taste that was so widely reviled that Coke brought back its old formula less than three months later. Coke says now that it learned a valuable lesson –their research and development didn’t anticipate their customer’s deep emotional attachment to the brand and the taste of the original.

Customer Loyalty 160

Customer Loyalty Technology Technology Customer Experience 160

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

ProProfs

JUNE 1, 2017

A learning management system (LMS) is a software platform which allows any business to document, administer, track and report training or educational courses. An LMS is designed to help make delivery and management of training programs easy and hassle free experience. This invaluable web-based technology is versatile in nature and supports different forms of learning.

Education 102

Education Social Media Compliance Engineering 102

Kerry Bodine

JUNE 11, 2017

For the better part of a decade, I’ve had courtside seats to the evolution of two interrelated disciplines: customer experience and service design. From my vantage point as a both a designer and industry analyst, I’ve seen the potential for these fields to complement, learn, and benefit from each other. A Natural Partnership. The two fields’ respective objectives are, in my mind, the cornerstone of this seemingly natural partnership.

Customer Experience 96

Customer Experience Net Promoter Score Touchpoint CX 96

Advertisement

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.

VOC

Heart of the Customer

JUNE 28, 2017

Customer experience (CX) is about change. I wrote about this last week. But there’s a lot of confusion about the best way to create this change. Immature CX practitioners often see themselves there to drive the business. They see their role as being on the outside, there to show the business what the customers really […]. The post Three steps to create customer-focused change appeared first on Heart of the Customer.

CX 87

CX Customer Experience 87

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

Beyond Philosophy

JUNE 12, 2017

When we’re in the UK, I complain about the chilly, dreary weather. And when we’re at our home in Florida, my wife Lorraine complains about the dreadful heat. Our complaining is all in good fun – we actually enjoy both locales. But as this article explains, complaining can become a nasty habit that makes our lives seem worse than they really are. Complaining can also affect your business.

Engineering 150

Engineering Start-ups Retail Customer Experience 150

Uniphore

JUNE 1, 2017

Omnichannel and personalization – and never the twain shall meet. Is the desire to deliver a true omnichannel contact center offering at odds with the idea of providing a truly personalized customer experience? Read More.

Omnichannel 133

Omnichannel Contact Center Customer Experience 133

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.

AI

Customer Bliss

JUNE 22, 2017

I want to bring up an interesting example of customer experience innovation that has been discussed (but not directly) in recent weeks. It’s a little bit nuanced, so bear with me. (BTW, the overall idea of “customer experience innovation” is obviously very far-reaching, and numerous books have been written on it. This is just about one aspect.).

Innovation 95

Innovation Customer Experience Gaming Healthcare 95

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

Customer Service Life

JUNE 21, 2017

Sweet 16 is here. In this episode of Breaking the Ice we’re so happy to welcome customer service expert, Mike Aoki from ReflectiveKeynotes.com. Given the summer season, we share our dream vacations and then talk about our thoughts on upselling and where it makes sense for a customer service team. Tune in and take a moment to answer this week’s questions for yourself.

Customer Service 77

Customer Service Contact Center Customer Experience 77

Callminer

JUNE 13, 2017

The simplest way to improve your interaction analytics is through specialized interaction analytics software, which analyzes data on your behalf.

182

182

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.

AI

Beyond Philosophy

JUNE 15, 2017

A couple of years ago, Millennials surpassed Generation X for workers in the U.S. and Canadian workforce. They are also the least engaged at their jobs and the most likely to job-hop. Unfortunately, none of this is good news for your Customer Experience. A much-maligned generation, Millennials have been the subject of many viral work videos. Like this one: This rant from millennial journalist Alex Bloomer about her generation struck a chord with people last year: Sure, the videos are worth a lau

Social Media 145

Social Media Customer Loyalty Customer Experience Technology 145

Uniphore

JUNE 16, 2017

It is well known that metrics have an important role in the success of any call center. Perhaps none more so, regardless of the communication channel, than the Average Handle Time (AHT), which is essentially a management tool to assess how quickly employees are assisting customers. Read More.

Customer Satisfaction 124

Customer Satisfaction 124

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

Win the Customer

JUNE 28, 2017

If you’re a business owner feeling frustrated because you can’t seem to stay ahead of costs, you aren’t alone. Some businesses struggle from the start, while others may find some initial success and then find customers turning elsewhere. According to the SBA, about 30 percent of businesses don’t make it past their first 2 years.

Transportation 76

Transportation Legal Customer Relationship Management Start-ups 76

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

Customer Experience

ProProfs

JUNE 15, 2017

With so many learning management systems (LMS) flooding the eLearning space, selecting the best platform is definitely a daunting task. Many would say that the process is rather overwhelming because the sheer abundance makes it challenging to identify the best tool that meets and exceeds the expectations. Moreover, there are so many things that need to be kept in mind, like – Does it include the features your business is looking for?

Start-ups 78

Start-ups Gaming Education CRM 78

Callminer

JUNE 21, 2017

Like in any professional field, training provides a neutral environment where staff can learn and practice their skills. It is important to provide employees with the best tools to ensure they can perform their tasks to the best of their ability. Over the years, call centers have seen the development of numerous industry-specific training tools and coaching practices.

Education 174

Education Customer Expectations Innovation Customer Satisfaction 174

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

Uniphore

JUNE 14, 2017

How mature is your contact center? With customers demanding service via an increasingly wide range of channels, in order to service them effectively, you need to know how digitally mature your center is, if you hope to achieve the ultimate goal of transforming into an interactive engagement center. Read More.

Contact Center 124

Contact Center 124

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

Customer Service Life

JUNE 26, 2017

Ruth McCullen and Jeremy Watkin had the pleasure of having Virginia from Kingman Ink draw as we helped contact center leaders tell better stories. This article was originally published on the FCR blog on June 9, 2017. Click here to read the original. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. Joined by my colleagues Ruth McCullen, Valerie Gordon, and more than two thousand contact center professionals, there were many opportunities to network, see

Contact Center 68

Contact Center Artificial Intelligence Entertainment 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 1, 2017

There’s a new report out called “The Evolution To Real-Time Customer Experience,” which is a joint production of Forrester Research (consulting firm) and DataStax. There’s also a summary of the report here. What can we learn? Real-time data is a problem for customer experience. A whopping 95% of companies indicated they were “unable to make sense” of real-time customer insights.

CX 70

CX Technology Technology Sales 70

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

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.

Compliance