7 (More) Contact Center Operations
Callminer
SEPTEMBER 25, 2016
A well-run call center is one where agents create meaningful relationships with customers. Take a look at CallMiner’s list of 7 call center best practices.
Callminer
SEPTEMBER 25, 2016
A well-run call center is one where agents create meaningful relationships with customers. Take a look at CallMiner’s list of 7 call center best practices.
Heart of the Customer
SEPTEMBER 19, 2016
I presented at the ICMI CC Expo last month in Long Beach. It’s always a great conference, and I look forward to it each year. In the afternoon after my journey mapping workshop I attended a Justin Robbin’s session on metrics. Justin began by asking attendees the most important metric they tracked. Think about it […]. The post What is the Most Important Contact Center Metric?
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Beyond Philosophy
SEPTEMBER 28, 2016
How we feel affects how we behave. Understanding the connection between our feelings and our decisions is an essential foundation for creating customer loyalty and retention. If you aren’t sure this is true, then ask yourself: would I open a Yahoo email account today? Yahoo is in the news all over the world. No longer because of their appointment of an up and coming CEO (that just happened to be female).
Customers That Stick
SEPTEMBER 26, 2016
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Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Win the Customer
SEPTEMBER 28, 2016
Customer feedback and consumer reviews are very important aspects of any business activity. Traditionally, small retail businesses that keep a brick-and-mortar presence have been able to gather customer feedback immediately and on the spot. These days, however, large companies have many tools that can help them collect and analyze consumer reviews and feedback.
ClearAction
SEPTEMBER 16, 2016
10 Silos Impact Customer Experience Lynn Hunsaker. Does your business have a silo detective? This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. Things that don’t make sense in the way business is done can almost always be traced to silo-ization. And the pain of business silos is well-known to everyone, whether employee or 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.
Heart of the Customer
SEPTEMBER 13, 2016
The intangibles matter. Don’t let bad research ruin your customer experience. Bad research can wreak havoc with your customer experience. It can lead you to ignore a critical moment of truth while working on something with less impact. In one journey map project, we were hired to extend a Big Research Company’s research. They had […]. The post Just because your customers say it isn’t important doesn’t make it so appeared first on Heart of the Customer.
Beyond Philosophy
SEPTEMBER 26, 2016
We all have habits. Some of them are good, and some, well, aren’t. But for good or ill, habits drive our behavior every day, and even more so when we are customers. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , Professor Ryan Hamilton of Emory University and I explore habits and their influence on how customers behave.
Customers That Stick
SEPTEMBER 19, 2016
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Fonolo
SEPTEMBER 27, 2016
Operating a successful contact center is rarely a simple undertaking. As any customer support manager knows, there are a number of crucial factors that come into play when looking to succeed in the call center world. We often hear from call center managers who are trying to improve their call metrics with our solutions. But, we wanted to go one step further and pick the brains of some of the most successful contact center leaders for some tips on how to match their success.
Speaker: Jason Cottrell and Brian Walker
Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.
Customer Bliss
SEPTEMBER 29, 2016
Customer complaints are everywhere, and happen all the time. The word “complaints” is a bad word, yes — on the surface. But there’s power in customer complaints, just as there’s power in any feedback. Quickly, before we get to the action items on this post: think of your favorite brands. Consider brands that you love. You buy from them all the time.
C3Centricity
SEPTEMBER 12, 2016
If you follow me on social media, you’ll know that I’ve just returned from a three-week visit to Peru. I had the privilege of being the keynote speaker at IIEX-Latam in Lima and decided to take time off to visit the country after the conference. How glad I was that I took that decision, because I discovered that Peruvians are experts in customer delight!
Heart of the Customer
SEPTEMBER 27, 2016
Have you created journey maps? The Customer Experience Professionals Association and Heart of the Customer want to learn more about your experience! The survey is closing soon, so make sure to get your response in before it does! Whether you created the journey map for your own company or another, we’d love it if you […]. The post The CXPA and Heart of the Customer want your feedback (Last Chance!
Beyond Philosophy
SEPTEMBER 12, 2016
When you ask a person why they bought something, they can always tell you straightaway. It might not be the reason, but it’s the reason they give. Is the person lying? Except for rare exceptions (politicians, criminals, celebrities learning too late that Twitter and Booze don’t mix), not at all. Many times people don’t know the real reason they did something.
Speaker: David Nisbet, 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.
Customers That Stick
SEPTEMBER 6, 2016
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Kate Nasser
SEPTEMBER 25, 2016
Have you ever worked with/for people who crave change? 5 keys to understanding & succeeding with them from Kate Nasser, The People Skills Coach™ |Leadership Teamwork Employee Engagement. The post Leadership: 5 Keys to Succeeding With Leaders Who Crave Change appeared first on KateNasser.com.
Customer Bliss
SEPTEMBER 15, 2016
Digital storytelling is crucial in customer experience. Before we get deep into digital storytelling and how to maximize your processes around it, let’s briefly set up why storytelling as a whole — and especially digital storytelling — is important in the current business climate. The importance of digital storytelling. Here’s a Wharton interview with Carmine Gallo , the author of a book called The Storyteller’s Secret.
Provide Support
SEPTEMBER 12, 2016
Customer Service Tips. The first impression comes after the first greeting. Your customers like to be liked and to feel they are important. The first greeting may become a decisive factor for your website visitors to stay and continue purchasing or to leave. It tells customers who you are and how you feel and what kind of service to expect from you.
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CX Journey
SEPTEMBER 20, 2016
Image courtesy of real ramona Is your organization suffering from silo-itis? If you answered that question with a "yes," you're absolutely, 110% not alone. Unless your company was intentionally built from the ground up to not function in silos - and you're lucky, and unique, if it was - then silos are an issue for you and for your customers. We all know how detrimental silos can be not only to the customer experience but also to an organization.
Beyond Philosophy
SEPTEMBER 18, 2016
Q: What has two Million phony accounts, 5,300 fired employees, a fine of $185 million and a retiring leader enjoying $124 million in stock and options after retirement? A: Wells Fargo Bank, the latest bank to suffer the scrutiny of the truth and forced to answer for taking advantage of its customers’ trust. Carrie Tolstedt , unit leader of Wells Fargo’s community banking division, is set to retire at the end of this year after 27 years of service.
Comm100
SEPTEMBER 22, 2016
“Books are the quietest and most constant of friends; they are the most accessible and wisest of counselors, and the most patient of teachers.” – Charles W. Eliot. Sometimes we learn important customer service skills through training, or through years of hard-earned experience. But other times we can take the wisdom someone else has so carefully researched, developed, and discovered by reading a book in your free time.
Kate Nasser
SEPTEMBER 18, 2016
Leadership Inspiration: With so much focus on metrics how can leaders keep themselves & others inspired? Insight fr Kate Nasser, The People Skills Coach™. The post Leadership Inspiration: Leaders, How Do You Stay Inspired? appeared first on KateNasser.com.
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.
Customer Bliss
SEPTEMBER 22, 2016
Customer experience work has been evolving for years, and it’s now on the radar of more execs than ever before. As such, you have a lot of thought leaders out there up-selling voice of the customer plans. Sometimes these voice of the customer approaches are great, but sometimes they’re put together by people who have never done boots on the ground CX work — and then they tend to be flawed.
Provide Support
SEPTEMBER 21, 2016
3 Ways Online Support Determines Your Company’s Credibility. If you are a startup, earning customer trust is so important to get those first few clients and get things rolling. However, even if you are a well established business, continuously maintaining customer trust and meeting customer expectations is as important for keeping existing relationships as for making new clients.
ClearAction
SEPTEMBER 29, 2016
Advancing Customer Experience Expertise in CX Month optimizecx. Customers are the lifeblood of everyone’s food on the table. No matter what your income source is, it’s fueled by customers. That’s why October is one of my favorite months. It’s a time when customer experience professionals take extraordinary care to thank customers — and employees who make a difference in customer experience (CX).
Beyond Philosophy
SEPTEMBER 22, 2016
Have you ever heard someone say, “I’m of two minds about this issue.” It means he or she can see both sides of the argument. However, this idiom confirms a deeper truth about the way we think, and, more importantly, the way our two minds can be in conflict with each other. We all have two ways of thinking: Irrationally and Rationally. As you might surmise, they don’t always agree with each other.
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?
Heart of the Customer
SEPTEMBER 6, 2016
In B2B transactions with large companies, it’s all too easy to forget that no matter how big (or even faceless) a company might seem, individual decisions are still made by individuals, just as surely as if it were a mom-and-pop shop up the street. Journey mapping is the perfect tool to explore the thoughts, feelings, […]. The post Journey Mapping Case Study: You’ve Got to Be in It to Win It appeared first on Heart of the Customer.
Kate Nasser
SEPTEMBER 21, 2016
Do most people have vigilant people skills? Are they mindful of how they treat others? JOIN The People Skills Coach™ for #PeopleSkills global Twitter chat SUN. Sept. 25th 10amET/2pmGMT. The post Vigilant People Skills: JOIN #PeopleSkills Chat Sept. 25th 10amET appeared first on KateNasser.com.
Customer Bliss
SEPTEMBER 20, 2016
Episode Overview. Tish Whitcraft is what we call a serial Chief Customer Officer, or CCO. She has held a version of this role in over four technology driven and internet companies, including Yahoo, MySpace, and OpenX. In our conversation, Tish walks us through her expanded version of the CCO Role. In her mind (“in her humble opinion”), it’s a mix of the newly-established CCO role and the long-tenured COO, or Chief Operating Officer, role.
CX Journey
SEPTEMBER 27, 2016
Image courtesy of jronaldlee How do you recognize the weak signals in your business? Have you heard the story about the boiling frog? As told in Wikipedia , it goes like this: If you drop a frog in a pot of boiling water, it will of course frantically try to clamber out. But if you place it gently in a pot of tepid water and turn the heat on low, it will float there quite placidly.
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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
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