Callminer
NOVEMBER 14, 2017
Net Promoter Scores are touted as valuable tools for customer satisfaction and improving experience. But relying on this data alone fails to paint the full picture that today’s contact centers need.
eglobalis
NOVEMBER 12, 2017
This article will help you as a leader to decide or help your teams to decide where to cut useless features and functionalities. There is no sustainable customer experience without its real pillars: quality, design, great products, services and a human-centric design. The post Why Customer Experience & Tech are about Less than More? Stop Counterintuitive Design & Cut the Waste appeared first on Eglobalis.
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Beyond Philosophy
NOVEMBER 13, 2017
After my wife Lorraine and I ordered dinner in a restaurant the other night, I decided to have a glass of wine. Now, where was our waiter? I looked around and realized I didn’t have a clue what he looked like. So I asked Lorraine. “Do you see our waiter?” She craned her neck and then shrugged. It seems neither of us could remember the face of the fellow who had, just moments before, told us about the night’s specials in great detail.
Lumoa
NOVEMBER 15, 2017
On 14 November 2016, exactly one year ago, Lumoame Oy was registered in Helsinki. This year has been an amazing journey for us and we wanted to share this important moment with you. No surprise, the main discussion topic at #LumoaAnniversary was Customer Experience. We celebrated our first year with our supporters, friends, and customers. Customers have been at the center of all our operations since the very beginning.
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
ProProfs
NOVEMBER 15, 2017
Looking for ways to improve the completion rates of your elearning courses? Want to make your online training content more comprehensive and easy to remember? Well, you should go for microlearning because it drives knowledge retention and improves performance. Nowadays the learners are overwhelmed with too much information. They get easily distracted by competing priorities.
Fonolo
NOVEMBER 15, 2017
The customer service profession is known for high turnover rates and agent burnout, however, some professionals greatly excel in this line of work, and show tremendous aptitude for delivering excellent customer care. Perhaps you’re a customer service rep who thrives in the workplace, and are thinking to yourself, “Do I have what it takes to grow in this profession?
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Uniphore
NOVEMBER 14, 2017
The verdict came by email. Martha Mitchell learned that her request for 10 customer service agents was denied. All managers were expected to “Do more with less”. As director of customer experience, Martha was responsible for the contact center of 300 agents and a product support team of 20. She understood that there were only two ways to do “more with less.”.
Customer Service Life
NOVEMBER 13, 2017
This article was originally published on CustomerThink.com as part of my regular advisor column on October 13, 2017. Click here to read the original along with other terrific articles. In a previous role, I remember when we switched our sign up from an opt-in model to opt-out. This change led to many calls from surprised customers, sometimes months down the road, who didn’t realize we were going to automatically bill their credit card.
Fonolo
NOVEMBER 16, 2017
The call center can be a great resource for getting questions answered, but it’s typically not the most enjoyable experience. This is especially true because of the many different channels that give customers instant gratification – thus increasing the expectations for customer service. But that doesn’t mean the phone channel isn’t still a popular medium.
Beyond Philosophy
NOVEMBER 14, 2017
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Richard Branson and Herb Kelleher never studied HR theory or staff management principles. That said, they’ve proven to be pretty good at it. Both understand (in the case of Sir Richard at Virgin Group) and understood (in the case of Herb Kelleher at Southwest Airlines) the value of putting people and customers first, HR practice second.
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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.
ClearAction
NOVEMBER 16, 2017
What is Customer Experience Ecosystem? Lynn Hunsaker. When J.C. Penney hired the wiz behind Apple retail stores’ success as its CEO, there were expectations that “what worked well there will do so here”. Pesky promotional discounts (600 per year) were discontinued in favor of coupon-free, discount-absent everyday-value pricing, along with a new “fair and square” logo and ads pitched by Ellen DeGeneres.
Heart of the Customer
NOVEMBER 16, 2017
In the Harvard Business Review article, “The New Sales Imperative,” the CEB reports that in just the last two years the average number of people involved in a B2B purchasing decision has increased from 5.4 two years ago to 6.8 today. This change has made the journey far more complex, creating longer sales cycles and an overall more challenging sales process.
Myra Golden Media
NOVEMBER 14, 2017
Now and then someone comes along with an idea, and specific ways to implement that plan, that can truly make a difference for everyone who uses it. And that’s precisely what I’ve done with this new program: My All-New Telephone Skills Training eLearning Course . In this online training, I teach your employees absolutely everything they need to know to deliver a warm and friendly customer experience, to control calls and pre-empt escalations.
Taylor Reach Group
NOVEMBER 17, 2017
Original post via ProProfs, expert opinion summary by Colin Taylor. With Customer Experience being a crucial factor in business operations, comes the importance of optimizing Customer Support and forecasting trends. With 2018 around the corner, it’s a great time to discuss current and anticipated trends. Recently I was asked to contribute to an expert round-up on the top customer support trends to look for in 2018.
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.
ClearAction
NOVEMBER 14, 2017
Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. Are you accelerating repurchases through your customer experience touch-points with industrial customers? What’s unique in business-to-business customer experience is the extensive interactions between the customer and supplier companies for a long time after the initial purchase.
Provide Support
NOVEMBER 16, 2017
Customer service and marketing can intensify and strengthen each other. Customer service and marketing are often seen as completely different processes by most companies. Strategies for each of the process are planned independently; employees of these departments take separate trainings and sometimes work in different buildings or even countries. Indeed, differences are obvious – marketing is about getting new clients while customer service is about making them happy.
Myra Golden Media
NOVEMBER 14, 2017
I was trying to check in for my American Airlines flight on my phone. I was able to get one boarding pass, but not the other. After several failed attempts, I called American and explained my problem. I was transferred quickly, and the person I ended up with looked into my itinerary and then she said: “Ms. Golden, this is a system error. You’re checked in all the way through to Tulsa.
Customer Bliss
NOVEMBER 14, 2017
Overview. Are you thinking about how to implement a customer experience journey at your startup? On this episode, Adriana Zeman , VP of Customer Success at Zaius , shares her proven path for making customer experience a part of the business in a startup operation. In our conversation, we cover her month-to-month plan to implement a customer success journey that goes beyond the initial onboarding phase.
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.
ClearAction
NOVEMBER 12, 2017
What is ‘Walking the Talk’ for Customer Experience? Lynn Hunsaker. What does it really mean to “walk the customer experience talk”? Executive sponsorship is certainly essential, yet there’s so much more to it. An ironic byproduct of any customer engagement effort is that it intrinsically sets up expectations — externally and internally. Walking the customer experience talk means you are following through on expectations you’re setting with customers, employees, channel partners and a
CX Journey
NOVEMBER 15, 2017
Image courtesy of Pixabay In business, your culture is the soul of the organization. The soul is the essence or the moral force of a person, their emotional or intellectual energy. It's the the part of you that consists of your mind, character, thoughts, beliefs, and feelings. Translate that to your company, and it becomes a good proxy definition for culture.
Myra Golden Media
NOVEMBER 13, 2017
I recorded this video last week for a client. It’s part of a full 16-module customer service training. As a special treat for you, I’m sharing one module from my client’s course. This video is about giving customers an experience that makes them feel good and maintains their esteem. Viewers learn 3 Keys for a Friendly Customer Experience: Never Correct a Customer, Pacing a Customer’s Sense of Urgency and Acknowledging Concern.
Customer Bliss
NOVEMBER 17, 2017
How does your company incorporate its mission statement? Is it used daily as a decision-making lens for uniting the organization in making operational decisions? Most importantly, do employees know it and use it to improve customers’ lives and earn the right to growth? When I work with clients, it’s important that we define what I call, “clarity of purpose.
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
Kerry Bodine
NOVEMBER 15, 2017
Yesterday I co-hosted a journey mapping webinar with our partner J.D.Power. We got a ton of great questions from the attendees, but didn’t have time to answer them all on the call. But good news: I’ve answered them all here! You’ll find them grouped them into four categories: general questions, how to get started, types of journey maps, and our journey mapping process.
DMG Consulting
NOVEMBER 13, 2017
The Transforming World of Workforce Optimization . Workforce optimization (WFO) suites are undergoing a major transformation to align better with the needs of the digital economy. Changes are happening in many components of WFO suites. At the core application level, recording solutions are transitioning from hardware-based recorders to software-based solutions, to expand system capacity and eliminate the need to pay for and manage a large number of servers.
Comm100
NOVEMBER 15, 2017
We’ve all been there: you’re waiting on the phone or in a live chat session, and the representative is fumbling with information. He or she tells you that your problem is solution-less; that he or she is sorry, but if you just give it 24 hours maybe the problem will just go away on its own. Frustrated, you hang up. Your problem has not been resolved.
ClientSuccess
NOVEMBER 16, 2017
Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. We’re lucky to have this week’s frontline Customer Success Manager (CSM) best practice come from Mieke Maes of Intuo. Mieke has been a Customer Success Manager for Intuo since August 2017, but brings with her nearly 3 years of Customer Success experience!
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
SugarCRM
NOVEMBER 14, 2017
No matter the industry you’re in, whether you’re B2C or B2B, operating in an online-driven environment or a traditional brick and mortar store, in the end all businesses share the same goal: you want your sales teams to bring in more revenue. Typically, sales teams become very focused on completing their task lists quickly and in a way that they can reach as many customers as possible.
DMG Consulting
NOVEMBER 13, 2017
Question: Our contact center agents in customer service and technical support are being asked to up-sell and cross-sell. How do we help them become comfortable with this change and be effective? Answer: Agents in traditionally “non-sales” contact center roles are frequently asked to sell, due to evolving customer experience standards. Although a business may consist of separate contact center roles and departments for sales, customer service, technical support, etc., customers increasingly expec
Comm100
NOVEMBER 14, 2017
When you are doing your job well, knowledge matters – and in the customer service industry, that is even truer than in others. Real-time demands require you to know what you are talking about, without having to hunt through manuals and documents like a miner sifting for gold! While you probably thought that your days of studying and cramming for tests was over once you’d left college and university, to compete and stay current in today’s global economies, keeping your customer service prof
The DiJulius Group
NOVEMBER 15, 2017
Collecting Customer Intelligence One of the most popular ideas implemented by clients of The DiJulius Group is teaching their Customer facing employees to focus and collect FORD (Family, Occupation, Recreation, & Dreams). If you are not familiar with the FORD concept, read You Say You Have Relationships with your Customers? Prove it! However, introducing the.
Speaker: Evelyn Chou
Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.
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