Callminer

DECEMBER 25, 2015

Industry experts have long estimated that 25 cents of every dollar spent by a call center goes toward fixing issues that weren’t properly addressed during the customer’s initial call.

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182

Shaun Belding

DECEMBER 30, 2015

A skilled customer service provider can compensate for a myriad of process and policy failures. One single person, with no customer service training or customer service skills can have catastrophic implications in a world where global word-of-mouth is a mouse-click away. Whatever you do, don't leave a customer service training program to chance.

Customer Service 173

Customer Service 173

Win the Customer

DECEMBER 17, 2015

Research from Forrester has found that 80% of companies want to use customer service to differentiate themselves from the competition. So if every organization wants their customer service to be the best it can be, how do those who really stand out from the competition actually do it? Rather than just rehashing the same old suggestions that anyone can find online, we turned to the customer service experts to help answer that most critical question: What’s the #1 way to really improve custo

Customer Service 114

Customer Service Customer Satisfaction Customer Experience 114

Beyond Philosophy

DECEMBER 10, 2015

People don’t choose your product or service because of the experience they had; they choose it because of the experience they remember—and these two are not the same thing! Creating a great memory of your experience in your Customer’s mind is critical to creating Customer Loyalty. Consider this quote from Professor Daniel Kahneman, the Nobel Prize Winning Economist: “There is a big difference between an experience and the memory of an experience.”.

Customer Experience 109

Customer Experience Customer Loyalty CX 109

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

Bill Quiseng

DECEMBER 14, 2015

This week’s post is written by Ravi Shukle. In my posts, I provide advice to improve face to face customer interactions. But today’s customers are expecting service on-line and on the social media channels that they use. One of the great benefits of social media is connecting with people who we would otherwise not meet. Since I certainly am not an expert on how to use social media for customer service, I reached out halfway around the world to someone who is, Ravi.

Social Media 151

Social Media Customer Service Customer Loyalty Start-ups 151

Uniphore

DECEMBER 6, 2015

Omnichannel - the phrase everyone throws around, the business model few know how to implement. Confused? We’ve got your back. Here are 4 answers to questions too many executives are afraid to ask out loud. Read More.

Omnichannel 100

Omnichannel 100

Customers That Stick

DECEMBER 1, 2015

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Customer Service 79

Customer Service 79

Win the Customer

DECEMBER 18, 2015

Metrics and statistics can’t measure the personality of employees, their ability to relate with callers, or the value they bring to an interaction. Concrete customer feedback metrics, KPIs and CRM systems can be considered as the ‘science’ behind call centers, but the soft skills of call center agents are considered as the art. Metrics and statistics can’t measure the personality of employees, their ability to relate with callers, or the value they bring to an interaction.

Education 93

Education CRM Customer Feedback Sales 93

Beyond Philosophy

DECEMBER 23, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today.

VOC 100

VOC Predictive Analytics Customer Loyalty Customer Retention 100

Fonolo

DECEMBER 2, 2015

Updated June 2020. In 2013 , CCMC and NOVA1 Contact Centers conducted a “Customer Rage Study” which found that customer problem rates have increased by five percentage points over 2011 (50% vs. 45%). And unfortunately, that trend has continued over the last few years. The 2017 Customer Rage Study found that 56% of respondents had a serious problem with a product or service in the last year — a 6% increase from 2013.

Social Media 70

Social Media Contact Center Customer Expectations CX 70

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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.

VOC

Customer Bliss

DECEMBER 22, 2015

A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. Sustainable transformation will only occur when this work goes beyond project plans and status updates, and is grounded in caring about customers’ lives.

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54

Callminer

DECEMBER 17, 2015

What is wrap up time in the call center – and why is it important for driving efficiency and improving the customer experience? Take a look in CallMiner’s latest blog post.

Customer Experience 182

Customer Experience 182

Customers That Stick

DECEMBER 10, 2015

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Customer Service 74

Customer Service 74

Win the Customer

DECEMBER 26, 2015

There’s an immense difference between aspiring to deliver exceptional customer service and actually delivering winning customer service. The right team can make the biggest difference in exceptional service experiences. Every time I review customer submitted feedback, I always look for key terms that establish patters for successful customer service interactions or potential negative trends in customers’ experience.

Customer Service 92

Customer Service Start-ups Customer Expectations Customer Experience 92

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

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

Beyond Philosophy

DECEMBER 8, 2015

Creativity is essential to business today, particularly when the things that differentiate all of us from our competition decrease each year. A creative approach to business, to art, and to life will serve any individual well moving forward. I have written five books to date and will soon deliver number six. It occurred to me that I have learned a few things writing these books.

Social Media 97

Social Media Start-ups Customer Experience CX 97

PeopleMetrics

DECEMBER 7, 2015

If you work in a company that takes its longevity seriously, there’s a high likelihood you’ll find yourself face-to-face with the notion of retraining your customers. The notion usually arrives at an interesting transition point. Future business goals are clear, the business is thinking tactically about how to achieve them, and the business wants to keep its current customer base.

Customer Experience 67

Customer Experience Customer Retention Touchpoint Customer Loyalty 67

ClearAction

DECEMBER 31, 2015

Highlights of Customer Experience Strategy Advice. Over the past year, I’ve written quite a bit about customer experience management strategy, including a six-part series about keys to success in the future. Shared vision, strategic planning, and governance are rarely discussed in customer experience literature. Collaboration, teamwork, and involvement of multiple functional areas in taking action on customer insights must be well-thought-out and institutionalized across your company for l

Customer Experience 63

Customer Experience Sports Government Customer Experience Management 63

Callminer

DECEMBER 3, 2015

Interaction analytics unlocks valuable information hidden in interactions between contact centers and customers. Learn more in CallMiner’s latest resource guide.

Contact Center 182

Contact Center 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

Customer Bliss

DECEMBER 15, 2015

After you’ve completed rating reliability of your customer experience , rate the reliability of support that employees receive across the customer journey. Ask the group to go stage by stage of your customer journey and determine how reliable the employee support is in delivering a one-company customer experience. Is the support for employees: Always reliable – support is managed across the channels, countries, and silos.

Touchpoint 63

Touchpoint Innovation Customer Experience 63

Win the Customer

DECEMBER 14, 2015

The key to customer experience success is in utilizing technology that ensures CX levels are high, while meeting strategic operational goals. Customer experience is increasingly being spoken of as a cross-company initiative. But each department in an organization has their own KPI’s to consider. While Sales need numbers, Finance are looking at the bottom line and Legal are over protective about regulations, customer experience is often not at the top of the agenda beyond the Marketing departmen

Customer Experience 88

Customer Experience Legal Finance CX 88

Beyond Philosophy

DECEMBER 22, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. As they are gathering information to help in day-to-day brand decision-making, consumers want, crave, desire, seek, and value content from marketers – as long as it is reasonably altruistic, informative and objective, and minimizes the ‘look of sponsorship’ and the three most readily identifiable sales ‘P’s’: push, pitch, and puff.

Social Media 92

Social Media Engineering Sales CX 92

InteractionMetrics

DECEMBER 8, 2015

Not too long ago, while checking into a hotel on a damp San Francisco night, the front desk clerk noticed my sniffling and asked if I wanted chicken soup. “That’d be great,” I replied, assuming it was just a sympathetic comment and not an actual offer. I was therefore quite surprised when, only a few minutes later, there was a knock on my door and a server brought in a steaming bowl of soup.

Customer Service 61

Customer Service CX Customer Experience 61

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

ClearAction

DECEMBER 15, 2015

Customer Experience for the Future — Key #5: Momentum Drives Company Growth. Growth requires fuel. New customers and returning customers are the fuel of company growth. You can invest in inorganic growth : programs and technologies that entice renewals and evangelism. Or you can invest in organic growth : processes, products and culture that make your company irresistible.

Customer Experience 63

Customer Experience Customer Experience Management CXM Construction 63

PeopleMetrics

DECEMBER 18, 2015

Legend has it that in a damp, craggy cave, an ancient hunter-gatherer created the first list-based Web article. In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. I sincerely hope you've enjoyed following along as much as we've enjoyed writing for you. Keep an eye out for new posts in the new year! Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement.

Customer Experience 61

Customer Experience Voice of the Customer Customer Experience Management Customer Feedback 61

Heart of the Customer

DECEMBER 21, 2015

The CXPA’s CX Experts all collaborated to predict what CX will be like next year, and the article they came up with is a great read to get us all excited about the future of CX in 2016. Attached is a PDF of the article—check it out! Read the PDF here. The post The Future of CX appeared first on Heart of the Customer.

CX 60

CX Customer Experience 60

Win the Customer

DECEMBER 18, 2015

An effective CRM system can help a business maximize the value of their customers through improving every aspect of the customer relationship. Many businesses wonder if they should invest more into customer relationship development and the systems and tools that enable greater automation of relationship management in the contact center. While too much automation can lead to lack of personalization, the right balance between effective software tools and careful consideration from real customer ag

Customer Relationship 86

Customer Relationship E-commerce Data Entry CRM 86

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

Beyond Philosophy

DECEMBER 3, 2015

Wouldn’t it be great if you could truly predict Customer’s behavior. Well you can! Welcome to the world of behavioral economics. I have recently been included in Brand Quarterly’s ‘Top 50 Marketing Thought Leaders over 50’ and they asked me an interesting question: “What do I think the next industry trends would be for the year?” I thought I would expand on my thoughts here and give a better explanation.

Predictive Analytics 87

Predictive Analytics Customer Experience CX Customer Retention 87

Customer Bliss

DECEMBER 22, 2015

A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. Sustainable transformation will only occur when this work goes beyond project plans and status updates, and is grounded in caring about customers’ lives.

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CX Journey

DECEMBER 29, 2015

Image courtesy of Of Shadows and Light Your frontline staff is the window to the soul of your organization. Have you ever thought of them in that manner? They truly are that window. They provide a glimpse into the organization and all its inner workings: your culture , your workplace environment, your employee experience , your customer experience, and more.

Customer Expectations 38

Customer Expectations CX Customer Experience 38

ClearAction

DECEMBER 31, 2015

Business-to-Business Customer Experience Advice Highlights. Business-to-business customer experience management has certain complexities and advantages that need to be well understood by practitioners and vendors alike. All too often, it is assumed that B2B needs to be doing the same thing that B2C companies are doing, or that B2B companies are way behind B2C.

Customer Experience 54

Customer Experience Net Promoter Score B2B Voice of the Customer 54

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