Callminer
MAY 16, 2018
First call resolution is arguably one of the most important key performance indicators (KPI’s) because it shows how effective your agents are during conversations with customers.
CX Accelerator
MAY 16, 2018
Ten years is a great deal of time in the life of a mortal. Considering the average life expectancy of a white bloke in the state of Tennessee is only 73.94 years, this is a really long time. Apparently I’d live eight years longer if I moved to Hawaii? Something to ponder for the future. ?? For now, it’s time to explore the past. This week I’m celebrating 10 years working for the same organization.
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Intercom, Inc.
MAY 16, 2018
Despite the mountain of evidence contradicting the mantra of “if you build it, they will come”, it’s still extremely prevalent among product-first companies. Why? First, most founders don’t have a background in either sales or marketing, and even though they’re told to “ start marketing the day you start coding ”, they just don’t know where to begin, or they’re incredibly overconfident.
Beyond Philosophy
MAY 18, 2018
A difference exists between what people say they will do and what people do. People say they want salads in theme parks but order hamburgers. People say they want to save the planet but then ignore the recycling bin. People say they want many choices but then complain that there were too many choices to decide. In short customers are irrational! We recently enjoyed debating this in our podcast Why Are Customers Irrational?
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
Callminer
MAY 17, 2018
A significant goal for your call center is how to improve first call resolution (FCR) rates and reduce call-backs from customers. First call resolution is arguably one of the most important key performance indicators (KPI’s) because it shows how effective your agents are during conversations with customers. It also measures how satisfied customers are with the service they received.
Win the Customer
MAY 15, 2018
Abercrombie & Fitch is counting on direct-to-consumer (DTC) sales to counter the retail apocalypse, Columbus Business First reports. Despite closing 400 stores over the last few years and the prospect of 60 percent of its U.S. leases expiring over the next two years, the fashion brand saw a 4 percent increase in sales, largely thanks to direct-to-consumer sales.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
C3Centricity
MAY 16, 2018
Why do companies still try to cheat their customers? There have been a lot of articles recently exposing the behaviors of organisations who clearly haven’t adopted a customer first strategy. Companies who still think it’s OK to try to attract customers and entice them to purchase with less than honest promises and behaviour. . I know that this has always been the case in some businesses; trying to convince the customer that what you have to offer is exactly what they need – eve
Callminer
MAY 17, 2018
The CallMiner team has been watching the Yanny-Laurel debate with great excitement.
Taylor Reach Group
MAY 18, 2018
By Colin Taylor. In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. It has been said that Call Centers produce more data and more measurement opportunities than is possible in almost any other communications channel. But while we know what each of these acronyms stand for, our callers and customers may have a slightly different perspective based on their experience.
Intercom, Inc.
MAY 18, 2018
There’s a key turning point for your hiring strategy in a rapidly scaling team or organization. The inflection point is when you go from only being comfortable hiring star candidates who pose very little risk to taking chances on candidates who don’t tick all the boxes but who have promise and potential. Making that transition smoothly is crucial for your longer-term growth.
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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.
Heart of the Customer
MAY 17, 2018
I just came back from hosting the CXPA’s Insight Exchange and talking all things customers. Of course, I tended to hang out in the customer journey mapping sessions. While the practice is maturing, there’s still a lot of room for improvement. In the spirit of sharing best practices, we at Heart of the Customer put […]. The post The Top 10 Reasons Customer Journey Mapping Fails appeared first on Heart of the Customer.
Customer Service Life
MAY 14, 2018
The phone is ringing off the hook today. You scan the queue – there are 20 calls waiting. You and the rest of the leadership team hop on calls to help. The chat queue isn’t any better. And, someone just blew up your company Twitter feed with a negative complaint. Those emails, full of questions needing to be answered, will have to wait. The customer you’re speaking to must have missed their cup of coffee today.
Fonolo
MAY 16, 2018
In any industry, sport, or even a good game of poker, success hinges upon a confluence of many factors: Skill, experience, and favorable timing all shape the path towards becoming a champion. Still, it’s easy to get distracted from the basics and take your eye off of the ball. Players in the customer service (CS) game know this better than most. While there’s a lot to sift through in an industry constantly turned on its head by new trends, management styles, and technologies, some basic things a
Intercom, Inc.
MAY 17, 2018
Why does someone switch from one product to another? It’s rarely the first reason they’ll offer. You have to dig deeper to find out, and that’s where Jobs-to-be-Done comes in. Bob Moesta pioneered the Jobs-to-be-Done (JTBD) framework in the mid 90’s, alongside Harvard Business School Professor Clayton Christensen. In short, JTBD is a research process that helps uncover a customer’s motivation for buying your product – the “job” your product is“hired” to complete.
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.
Beyond Philosophy
MAY 18, 2018
How should I set the price for my product or service? Colin Shaw and Professor Ryan Hamilton discuss how customers separate money into different mental accounts based on many subjective criteria. What does this mean for your pricing policy? The post How Should You Set Your Price For Best Results? appeared first on.
Customer Bliss
MAY 16, 2018
Maintaining a “customer service mentality” in the marketplace has to first begin with leaders and the behaviors that they themselves exhibit. That gives the organization—throughout the organization—the ability to act and model that behavior. And this is not just limited to those on the front lines caring for customers in distress. In our lives, we remember the companies, the people and the times when we were honored…. as a friend, as a partner, as a customer.
Return Customer
MAY 16, 2018
A recent study by Accenture found that over 90 percent of companies today have some kind of customer loyalty programs in place. Yet, over 71% of customers surveyed by the researchers said that these programs do not really engender loyalty. One of the primary reasons for this wavering loyalty is that although investments in such programs have increased, businesses have not kept pace with understanding their customer’s responsiveness to these initiatives.
Taylor Reach Group
MAY 15, 2018
By: Peg Ayers & Turaj Seryafiaan. Definition : The percentage of customer contacts resolved during (or as a result of) the first contact, requiring no additional contacts. This is a key metric not only for customer satisfaction and retention but also in determining the overall work-load and operating expenses. In many Contact Centers, 75% First Contact Resolution (FCR) is considered to be a good result.
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.
UJET
MAY 17, 2018
In less than a week, we’ll be heading to the ICMI Contact Center Expo & Conference in Orlando, Florida! Make sure to stop by our Booth (#401) to learn how you can provide intuitive voice and chat support experiences to your customers across all their preferred connection points—over the phone, on your website, and right inside your mobile app.
DMG Consulting
MAY 15, 2018
Cloud Contact Center Solutions Continue Upward Trajectory. There’s plenty of cloud-based excitement, though proliferation, compliance, and security remain issues. 5/11/2018. By Donna Fluss. View this document on the publisher’s website. Last year could be seen as the breakthrough moment when cloud-based vendors began their takeover of the contact center infrastructure market.
CX Journey
MAY 16, 2018
Image courtesy of Pixabay Today I'm pleased to present a guest post by Jason Grills with ProProfs. Ever since 1994, Amazon has been spreading its impact and dictating trends in the e-commerce industry. If you’ve ever used its services, you’ve probably had the chance to directly witness one of the crucial reasons for its success. What makes Amazon a market leader with constantly-increasing revenue is the relationship that this company builds with every single customer.
Fonolo
MAY 17, 2018
It’s earnings time. We’ve been following publically-traded companies for whom cloud call center is a significant component of their business. Many released financial results in the past couple weeks, so let’s see what can be discerned about the near term future of the sector. This isn’t an exhaustive review, of course. To keep the blog post digestible, we are just focussing on companies with interesting news.
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
CSAT.AI
MAY 15, 2018
Mention Artificial Intelligence (AI) to many and it still conjures images of sci-fi films with robots plotting to take over the world. AI is changing the current customer service sector, but AI has been around longer than most people realize. We Already use AI. Artificial Intelligence as a general term began in the 1950s and though it hasn’t taken over the world it has improved it.
PeopleMetrics
MAY 16, 2018
To comply with ISO 9001, thus do business in your industry, you are required to run an annual customer satisfaction survey. Many companies will conduct an annual survey just to “check the box” around ISO 9001 certification. Many ISO companies outsource this process and simply hire either a market research firm to conduct the survey or an expensive independent certification body to audit their conformity to the ISO standard.
DMG Consulting
MAY 14, 2018
Question: What are some best practices for at-home agents? Answer: Here is a list of several best practices for contact center operations that include home-based agents: Invest time in hiring qualified agents. Use a competency-based assessment tool as part of the hiring process to ensure candidates have the necessary skills and are highly motivated self-starters.
Fonolo
MAY 15, 2018
Everyone knows how important it is to monitor metrics, but do you know how to pick the right ones, and implement an effective strategy? The trick to successfully manage metrics is to specifically identify which data points are relevant to you, and to analyze what that data means to your organization. What makes this task so daunting for contact centers is the sheer number of metrics to choose from: Service Level, Customer Satisfaction Score, Abandon Rate, First Call Resolution, Average Speed to
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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.
Kerry Bodine
MAY 14, 2018
Last week, my colleague Amelia and I joined nearly 400 other customer experience professionals at the annual CXPA Insight Exchange in New Orleans. It was an energizing (and, to be completely honest, exhausting) two days—but the work didn’t end for Amelia when the conference was over. The following day, she took the CXPA ’s exam to become a certified customer experience professional.
Customer Bliss
MAY 16, 2018
“The experiences start from the beginning; the customer has to start feeling that empathy from the beginning when they are prospects,” says Francis Cordón , the first Chief Customer Officer at Rigor. Like our previous guest, Patricia Pedhom Nono , Francis is a tech guy who made his way into customer service, taking on CX leadership in the company’s newly created role.
DMG Consulting
MAY 14, 2018
Will Convergence of Clicks and Bricks be the Death of the Contact Center? . We hear everywhere that online shopping is going to eliminate the need for shopping centers, department stores and retail chains, along with their contact centers. It’s well known that the volume of online shopping is growing rapidly, at the same time as some retail stores and chains are going bankrupt and closing.
ClientSuccess
MAY 16, 2018
For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. 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.
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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