BlueOcean

MARCH 8, 2016

We’ve heard the story from one of our clients, a chief customer officer who told his CEO that he’d decided to outsource their customer service and was met with “Over my dead body.” We’ll be celebrating nine years as their contact center partner soon…). Day 0 to Day 30 with Your Contact Center Partner.

Contact Center 159

Contact Center Chief Customer Officer Training Measurement 159

Customer Bliss

NOVEMBER 30, 2016

Stewart and Patricia O’Connell, authors of Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight. Surprise and delight” has become a mantra for customer experience. We say forget about surprising customers – just delight them. A well-designed service is predictably excellent.

Customers 180

Customers Customer Experience Report Leadership 180

Vonage

MARCH 11, 2016

I recently had a customer service experience over the phone that proved why the phone is still king. Melanie, a Verizon Wireless technical support rep, took a minor frustration and turned it into a great experience. It was a very omnichannel experience. I dialed Verizon Wireless’s customer service line.

Omni-Channel 146

Omni-Channel Wireless Contact Center Average Handle Time 146

NICE inContact

DECEMBER 14, 2016

Some of us have a hard time adjusting to a change in laundry detergent (you want me to switch from Tide to Gain?!) , so it is only natural that we and our agents sometimes have difficulty accepting and adapting to changes in our contact centers. Every person experiences the change acceptance continuum differently.

Contact Center 138

Contact Center Technology Management Training 138

Kerry Bodine

JANUARY 13, 2016

I’m often asked about customer experience conferences: What’s out there? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.

CEM 120

CEM Conference Customer Experience Professionals Contact Center 120

NICE inContact

JANUARY 19, 2016

While contact center technology has evolved significantly over the last thirty years or so, the practice of Workforce Optimization (WFO) has been around almost as long as contact centers have. The first part of the selection process is to screen candidates for their ability to do handle the rigors of contact center work.

Contact Center 120

Contact Center Entertainment Social Media Policies 120

NICE inContact

JUNE 30, 2016

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology.

Contact Center 122

Contact Center Analytics Technology Multi-Channel 122

Vonage

FEBRUARY 2, 2016

However, when you add customer service to the mix, then you’re on to something. Great companies are customer-centric. They put the customer in the middle of their decisions, ideas, marketing, system design and more. Offer an amazing customer service experience, and people will say, “That’s a great company.”.

Customer Centricity 146

Customer Centricity Contact Center Customer Service Industry 146

Kayako

JULY 12, 2016

Needless to say, we are really grateful for the positive response, and thrilled to see how many customers both new and existing identify with Kayako’s mission. Failure to do so means holding your customer service team back from delivering modern, personal and relationship-building customer service. But, how do you do it?

Self Service 0

Self Service Competitive Advantage Policies Knowledge Base 0

Joe Rawlinson

JUNE 1, 2016

As Internet speeds increase and technology becomes more sophisticated, customer expectations of companies’ online performances have also risen. corporate executives said their customers’ service expectations were higher than three years ago, while 35 percent said they were much higher. In 2015, 47 percent of U.S.

Omni-Channel 92

Omni-Channel Customer Expectations Meeting Multi-Channel 92

Storyminers

MAY 4, 2016

Investing in customer experience drives revenue growth and increases customer loyalty. According to Gartner , customer experience will be the main battleground for competing companies over the next two years. Customer experience clearly has a big impact. Customer experience clearly has a big impact.

Industry 140

Industry Customer Experience Interaction Customers 140

Steve DiGioia

DECEMBER 5, 2016

Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. They tout the benefits of their product and how they tend to the specific needs, wants and desires of their customers. The first question was to ask if what they were doing was right for the customer.

Industry 209

Industry Culture Metrics Customer Centricity 209

Vonage

MAY 11, 2016

The Salesforce World Tour London is on May 19 th and we are delighted to have been selected as one of the Salesforce 2016 Customer Success stories. I am excited to be sharing our story and talking about how Vax has transformed its customer service as a key part of the customer journey. Also check out Vax’s case study here.

Multi-Channel 73

Multi-Channel Customer Experience Competitive Advantage Effort Score 73

Eptica

NOVEMBER 2, 2016

Date: Wednesday, November 2, 2016 The 3 dimensions of customer service conversations. Urgency, complexity and emotional importance Thankfully, customer service isn’t normally a matter of life or death, but understanding the urgency of a request helps prioritize it if queue volumes are high. Published on: November 02, 2016.

Self Service 63

Self Service Customer Service Contact Center Social Media 63

CX Journey

JULY 7, 2016

This has the potential to completely revolutionize the way we think about customer service. Comparing your breakfast choice to a customer’s purchase decision isn’t comparing apples and oranges. Customers with positive associations with a brand will spend up to 200% more and will also tell an average of eight friends about them.

Customer Experience 146

Customer Experience Social Media Customers Contact Center 146

Magellan Solutions

MARCH 23, 2016

By providing reliable inbound customer service, companies make it easier for customers to reach out to brands and voice their concerns. Company representatives, from their end, are expected to know all the answers to any questions customers might ask. Here are a few things to keep in mind when providing inbound customer service.

Customer Engagement 55

Customer Engagement Engagement Customer Service Call Center 55

Magellan Solutions

SEPTEMBER 20, 2016

How to outsource a customer service call center? First, determine what type(s) of customer service you want to outsource and what are your requirements for that. Secondly, with all of the above-mentioned requirements determined, contact a reputable customer service call center that can excellently provide you with those.

Call Center 59

Call Center Customer Service Telecommunications How To 59

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. This shift to a mobile first world has a big impact on the customer experience and customer service. So, what can brands do to ensure that they are delivering the mobile customer service that their customers expect?

Self Service 53

Self Service Customer Service Social Media Ecommerce 53

Beyond Philosophy

MARCH 28, 2016

There is a hidden experience every Customer has with you. If you haven’t uncovered what it is, then you are probably making a huge mistake with your Customer Experience. When it comes to having a great Customer Experience, all organizations have made mistakes. Chances are, you are making more than one.

Customer Experience 95

Customer Experience CEM eBook Consulting 95

Eptica

OCTOBER 12, 2016

Author: Pauline Ashenden One of the most talked about current trends in customer experience is the rise of chatbots , with many companies investigating using them to interact with customers on messaging apps. Backers believe bots can also deliver a personalized customer experience.

Chatbots 68

Chatbots Self Service Company Contact Center 68

Avaya

JULY 14, 2016

From Jarvis, Mark Zuckerberg’s Iron Man-inspired assistant, to Microsoft’s rather unfortunate Tay experience, chatbots have been making the news this year—not least in how they are playing an ever bigger role in customer service. Customers today expect to receive an always-on personal digital experience.

Chatbots 43

Chatbots Customer Experience Contact Center How To 43

COPC

AUGUST 4, 2016

I found this article in CRM magazine, Inbound and Outbound Converge in the New Contact Center , to be an interesting one because it discusses some of the changes in our industry that are being made possible by process and technology, but with an eye to improving the customer experience. By Leonard Klie – CRM magazine.

Contact Center 40

Contact Center Average Handle Time CRM Call Center 40

Eptica

AUGUST 5, 2016

Date: Friday, August 19, 2016 Why email is more important than ever for customer service. Author: Neil Cox While it is widely considered a mature channel, email is becoming more, not less important when it comes to customer service. Expectations are high – customers demand fast, high quality responses that answer their questions.

Customer Service 49

Customer Service Knowledge Base Contact Center Average Handle Time 49

COPC

SEPTEMBER 20, 2016

Your call center is one of the best windows into the customer experience. Customers gift your company bits of information with every interaction. When your call center gathers and analyzes this rich data, you are able to turn it into valuable business intelligence. customer experience consulting engagements.

Call Center 40

Call Center Customer Satisfaction Return on Investment Analysis 40

Eptica

AUGUST 5, 2016

Date: Friday, August 12, 2016 Delivering the benefits of knowledge management in customer service. Author: Dharmesh Ghedia Over the past month I’ve focused on the importance of knowledge management within customer service, looking at the challenges that need to be overcome , and the skills that a knowledge manager needs to succeed.

Customer Service 48

Customer Service Management Knowledge Base Contact Center 48

Eptica

FEBRUARY 17, 2016

Date: Wednesday, February 17, 2016 5 ways to successfully deal with angry customers. Author: Pauline Ashenden Given the complexity of business today and the rising expectations of consumers, most organizations will be on the receiving end of customer complaints. Published on: February 17, 2016. Here are five areas to look at: 1.

Contact Center 53

Contact Center Knowledge Base Customers Consumers 53

Eptica

APRIL 8, 2016

In turn, this has revolutionized customer service , adding new channels and new expectations when individuals want to speak to brands. Launched on Twitter , Microsoft said its researchers created Tay as an experiment to learn more about computers and human conversation.

Technology 48

Technology Self Service Contact Center Knowledge Base 48

Avaya

MARCH 16, 2016

Diligent Benefits represents a new breed of financial services provider, armed with innovative technology to deliver a superior experience to consumers researching and purchasing life insurance, with the goal of transforming the life insurance customer experience. We help our customer meet their objectives.

Insurance 44

Insurance Industry Customer Experience Contact Center 44

Natalie Petouhof

OCTOBER 19, 2016

Tweet Constellation Research is launching a new program, and I’m happy to share that the vendors that have been listed on the Constellation ShortList ™ for Customer Service and Contact Center Software. Additionally, they can support the reduction of cart abandonment and increase customer satisfaction with in-cart assistance.

Contact Center Software 43

Contact Center Software Contact Center Software Self Service 43

Myra Golden

JULY 28, 2016

We created our customer experience eLearning portal to fully prepare frontline employees to deliver friendly, empathic and personable interactions over the phone, email and chat. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Call centers.

Training 40

Training Customer Service Customer Service Training Call Center 40

COPC

MAY 4, 2016

The Business of Customer Experience Operations. I get the opportunity to travel the country and speak with industry leaders in customer contact centers and other customer experience operations. Either way, we know PCI compliance will remain a hot topic for contact center operations.

Contact Center 40

Contact Center Travel Comparison Survey 40

Eptica

JULY 8, 2016

Author: Chris Eideh Knowing your customers is at the heart of designing and delivering the right experience to engage with them successfully. So, McKinsey’s recent US Customer Sentiment Survey should be required reading for anyone involved in customer experience. Published on: July 08, 2016.

Consumers 50

Consumers Self Service Multi-Channel Financial 50

Eptica

JUNE 10, 2016

Date: Friday, June 10, 2016 Adding emotion to the customer experience. Author: Pauline Ashenden Delivering the right customer experience isn’t just about systems and processes – it is also about how the consumer feels during, and at the end of, the journey. Who exactly are our customers?

Customer Experience 48

Customer Experience Contact Center Social Media Consumers 48

COPC

MARCH 4, 2016

Blog Series: Five Changes to Your Quality Program That Can Dramatically Improve Customer Satisfaction. Is your customer satisfaction (CSAT) not improving despite your best efforts? This allows you to be more proactive in fixing issues before they can impact your customer and your business. If so, rest assured you are not alone.

Customer Satisfaction 40

Customer Satisfaction Effort Score Call Center Metrics 40

Natalie Petouhof

FEBRUARY 9, 2016

This new report looks at the importance of agile customer care. What exactly does agile customer care and agile customer experience mean? Traditional Customer Care Solutions Require Resources from IT and Result in Low Agent Productivity and ROI. It was designed with the user in mind!

Customer Care 54

Customer Care ROI Training Report 54

Talkdesk

JUNE 22, 2016

For those who don’t know, Intercom is a communication platform that allows businesses to better engage with their customers. This integration will add more dimension and depth to Intercom customer records by incorporating rich call data. It’s easy to create contacts, notes and new conversations directly from Talkdesk.

Average Handle Time 40

Average Handle Time Call Center Knowledge Base Communication 40