Beyond Philosophy
DECEMBER 6, 2017
Small changes, or nudges, having a big impact on people’s behavior is one that everyone in the behavioral economic community supports and heralds as the latest great idea. However, this great idea isn’t working for everyone. In particular, nudges don’t seem to be making much headway in medication compliance. When a patient doesn’t take their medicine properly, doctors call it “noncompliance.
CX Accelerator
DECEMBER 5, 2017
Do you ever feel like it’s impossible to keep great talent in a customer support environment? You’re not alone! Leaders all over the globe have been wrestling this issue since the invention of the telephone. The good news is it can be done! With a fresh outlook on employee engagement, you can create a working environment worth sticking around for. This article will focus on three essential (but rarely discussed) engagement techniques specific to service professionals Peer-To-Peer Relationship Fo
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Uniphore
DECEMBER 8, 2017
Today, there’s a growing consensus that the age of robotic process automation (RPA) has arrived, capable of significantly increasing operational efficiency, thus offering clear-cut cost, performance and scalability benefits. It seems it’s only a matter of time before RPA will eventually be leveraged in just about every industry, automating business processes with cognitive systems.
PeopleMetrics
DECEMBER 5, 2017
Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. You’re measuring NPS and CSAT , and real-time alerts are coming in. That’s great! All signs point to a successful Voice of Customer (VoC) program. But wait! Do your customers know that you’re actually listening to them?
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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.
Beyond Philosophy
DECEMBER 5, 2017
A new study by Calabrio reports that the majority of call center employees don’t feel trained to handle customer problems, making their jobs stressful and demotivating. Chances are your call center employees feel the same way—especially if you train like most companies do. The new report, “ The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era ,” revealed that 56% of the 1,000 respondents in the U.K. and U.S. said complicated customer issues are their most significant ch
Lumoa
DECEMBER 5, 2017
Helsinki has welcomed 20.000 innovators at Slush , the world's leading startup event. This year among the main topics of "Technology" and "AI in Our Lives", you could also hear companies, both scaling and large, starting to talk about customer experience. It has been our second Slush and we enjoyed every bit of it. Slush gave us an opportunity to meet new and already familiar people, secure a couple of deals and have meaningful conversations on customer experience.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
ProProfs
DECEMBER 4, 2017
Knowledge is powerful. The organizations that are able to tap into it and share it with stakeholders are able to outshine the competition. Having said that, companies that are making efforts to empower the affiliates (and look beyond its employee base) have better chances to succeed. With businesses investing time, money and resources to boost their corporate training initiatives, “extended enterprise learning” as a concept is assuming center stage and gaining prominence.
Beyond Philosophy
DECEMBER 4, 2017
I have two internet service providers, one at my home in Florida and one at my home in the U.K. Both have dragged me through long bouts of customer service purgatory , with missed appointments, lousy modems and just a general “we don’t care about you” mentality. So when I heard that U.S. Federal Communications Commission chairman Ajit Pai proposed eliminating net neutrality rules , my first thought was that my customer experience in Florida is about to get even worse.
Customer Bliss
DECEMBER 8, 2017
The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so.
Heart of the Customer
DECEMBER 6, 2017
Customer experience pays. There’s no shortage of research on the impact of an improved customer experience, including improved revenue, profit, and, as a result, stock price. But how do you improve your CX? By focusing on Effectiveness, Ease, and Emotion. Improving on these three factors will ensure you are improving your customers’ outcomes, as well as your own.
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
ProProfs
DECEMBER 6, 2017
I was of the opinion that a good salesperson is the one who is a smooth talker and quick to answer questions even before you have them. Someone who will convince you to buy a product that you probably don’t even need. But the bubble burst for me when I got an opportunity to interact with some of the tech industry’s top sales professional. I came to realize that the best salespeople aren’t always the slickest talkers, rather they’re actually the most effective listeners.
Myra Golden Media
DECEMBER 3, 2017
There are four attributes of empathy, and I teach each of these characteristics in my Empathy eLearning course. One of the characteristics is, communicate your understanding. When your customer is upset, or frustrated, you could communicate your understanding this way: “I realize you’re upset. I’d like to take a minute to talk about what I think happened, and then answer any questions you might have.”.
Fonolo
DECEMBER 5, 2017
Last week, Fonolo hosted an insightful live discussion on how to handle customer service in a crisis. This expert panel discussed what brands can do to ensure that customer service is not compromised during times of stress in the contact center. They touched on social media for crisis management, reducing customer frustration, and so much more! To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.
Heart of the Customer
DECEMBER 4, 2017
Journey mapping isn’t easy. That’s why almost 2/3 of journey maps fail to drive change. A failed journey mapping project is a huge waste – not just because of the dollars and energy that went into it, but also because one failed journey mapping project makes it less likely that your company will try again. So here are four […]. The post Four Common Journey Mapping Mistakes appeared first on Heart of the Customer.
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Customer Service Life
DECEMBER 7, 2017
Photo Credit: Bryce Johnson via CC License. This article was originally published on the FCR blog on November 20, 2017. Click here to read the original. When it comes to outsourcing customer service you may encounter a couple of different staffing models. The first is a shared model where you pay per minute for an agent’s time only when they are speaking with customers.
Myra Golden Media
DECEMBER 8, 2017
In this article I show you what empathy is using an experience with my teenage daughter, and then I deliver 4 tactical ideas you can apply right now to express empathy: Put yourself in your customer’s place, Sense the Situation From the Customer’s Perspective, Discuss What’s Upsetting the Customer, and Coming Up with Ways to Fix the Problem.
Beyond Philosophy
DECEMBER 5, 2017
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” It’s likely that you can’t articulate a distinction. A satisfied employee can pretty much be described as one who is relatively happy or more than complacent about their day-to-day job experience: the work, pay, benefits, possibili
Comm100
DECEMBER 8, 2017
Introduction. Another Thanksgiving has come and gone, but that doesn’t mean you’ve missed your chance to be thankful. In fact, if you’re going to run a successful, customer-centric business, it is important that you express gratitude towards your customers regularly. Here are important tips for writing a thank you letter to your customer, complete with sample thank you letters to help you show your customer how much you appreciate them.
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
Provide Support
DECEMBER 8, 2017
What Your Customers Hate and Love Most About Your Live Chat Support. There’s no doubt that in this increasingly digital era Live Chat has become the number one support tool for many businesses from different fields and industries. Small start-ups, mid-sized companies and major corporations use it to handle customer communication. Whatever the company size, they enjoy greater results in terms of customer satisfaction, mainly driven by high user adoption and minimum support needs.
SugarCRM
DECEMBER 6, 2017
For many, CRM trends for the New Year seem pointless for three main reasons: long technology development cycles, the industry’s obsession with one or two big ideas over the course of multiple years, and journalists’ penchant for trends that are either too obvious or too outlandish to really drive value. But, thanks to some hyper-development in CRM (and tech in general) driven by AI, mobile and the cloud (as well as some less obvious drivers like GDPR ), we’re finally seeing some interesting chan
Customer Bliss
DECEMBER 5, 2017
Overview. Do you have what it takes to be an entrepreneur? Can you manage a B2B relationship with customer providers and consumers? In this episode, Angie Hicks , CCO of ANGI Homeservices and co-founder of Angie’s List , shares how she built Angie’s List into the valuable service provider tool it is today, and how she transitioned her entrepreneurial and marketing experience into the customer experience role she currently holds at ANGI Homeservices ( which acquired Angie’s List this year )
CX Journey
DECEMBER 6, 2017
Image courtesy of Pixabay Does your company suffer from the "not my job (NMJ) syndrome?" When was the last time you heard someone being asked to do some task that wasn't outlined in their job description, only to respond with, "That's not my job?" Recently? Yup. I believe it. It's an all-too-frequent occurrence that employees draw the line in the sand or draw a box around themselves, refuse to do some task, and say, "Not my job.
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51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.
Confirmit
DECEMBER 5, 2017
If you’re a call center supervisor dedicated to improving the customer experience, what can you do? Work on closing the gap between what the customer wants and what your call center delivers. In the short recording below, we’ll explore the areas with the highest discrepancy between what the customer wants and what a call center delivers so you and your team can develop ways to proactively meet those expectations and increase customer satisfaction with your issue resolution.
SugarCRM
DECEMBER 4, 2017
Outdated and cumbersome, legacy CRM systems typically provide you with simple storage of customer data, and a few relevant fields and tasks for sales to follow up on. Most of the time, those fields are confusing, overwhelming and unstructured. Simply put, legacy CRM systems are not up to today’s business standards, and they don’t fit the needs of most people in the modern workforce.
C3Centricity
DECEMBER 8, 2017
“There may be customers without brands, but there are NO brands without customers!” I am often quoted as saying this and yet I still find most companies spend more time thinking about their brands than their customers, which is alarming to say the least! And you? . Last week I spoke about identifying the exact category in which you are competing.
DMG Consulting
DECEMBER 7, 2017
Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Email This field is for validation purposes and should be left unchanged. Close. AI: On the Right Path but Not Yet Real. 10/24/2017.
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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.
Confirmit
DECEMBER 4, 2017
This time of year, many people are reflecting upon what they’ve accomplished this year and what to anticipate in the future. We tend to underestimate change in the long term and overestimate change in the short term. So talking about this topic for 2018 can be fraught with challenges – but we’re going to do it anyway! The CX world is destined to be a very different place in the future, but before we get there, we’d like to share with you our perspective about what’s
Taylor Reach Group
DECEMBER 5, 2017
Newsletter. Contact centers, customer service and customer experience: news, views and how to's. Inside this issue: Quality Assurance - Avoiding Gray Areas . Increasing Costs in the Contact Center Due to Increased Efficiency . Disaster Preparedness, Recovery and Business Continuity . Founder of Customer Services Audit and Creator of Snapshotz Online Makes Guess Appearance.
SugarCRM
DECEMBER 8, 2017
“The people we sell to don’t buy our product,” Avi Barr, national sales manager at ASI during his presentation at SugarCon 2017. Getting sales reps on board with standard methodologies is a challenge for any business in any industry. But for manufacturers that often work with independent sales reps, who are used to their own best practices, it can be especially difficult.
Waypoint Group
DECEMBER 5, 2017
I recently ranted about how to best accelerate profitable growth (Accelerating profitable growth: How to tip the scales in your favor), “…we know that good Merger & Acquisition activity can accelerate top-line growth… but considering the investment, is it profitable (or at least “optimally efficient”) growth, and with a better ROI than true customer loyalty?
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.
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