InMoment XI
JANUARY 10, 2017
In an earlier blog, my associate—Al Goldsmith—talked about what Mystery Shopping is used for. In essence, it is used to measure against service metrics in an effort to identify gaps in customer service delivery. But how does an organization, when considering a mystery shop program to assess site-level compliance, ensure maximum benefit while meeting budgetary.
Michelli Experience
JANUARY 10, 2017
We’ve all had it happen. As customers, we’ve encountered a service provider who unfortunately chose to attend to something of interest to them instead of attending to our needs. As a result of their self-preoccupation, we were left to feel like we were intruding on their text messaging session, their online purchase, or interrupting their workplace gossip.
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BlueOcean
JANUARY 10, 2017
It may seem outrageous to those in the customer service business, but the answer is most definitely “no.” Nowhere in the call center industry is this more evident than in insurance claims support scenarios. The need for insurance of some description is one of those morbidly certain things in life like death and taxes. Unfortunately, insurance is arguably more complex than the other two put together, which makes customer support in the insurance contact center quite the challenge (that’s putting
ijgolding
JANUARY 10, 2017
Every January in the UK, the business media tend to get rather excited. Whilst on occasion their excitement is slightly macabre, it is driven by their fascination and obsession with the reporting of retail trading results from the critical festive period during the last three months of the previous year. I may be paying a disservice to experienced journalists and commentators, but it is difficult to tell if they really are more excited by failure and doom, than they are disappointed by success a
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Wired and Dangerous
JANUARY 10, 2017
“Would your work practices change if your son or daughter was watching you in order to learn life lessons?” my business partner, John Patterson asked a group of senior leaders. The company was famous for its profit at any cost mentality and had indicated a desire to become more customer-centric with a long-term view. A major conflict had emerged when one of the senior leaders wanted to implement an opt-out product.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Helen Dewdney
JANUARY 10, 2017
Or will they expire before you can use them?! If you‘ve come here after watching the report on The One Show about gift cards, here are some of those tips and more with the links you might need. Plus other useful links at the end. The press release with more background information on the story can be found on Looking a gift card in the mouth. 1) Carefully check the expiry date of the Gift Card, which could even be different to advertised!
iPerceptions
JANUARY 10, 2017
There is no questioning it; we are living in the age of the customer. This means that marketers need to better understand customers and shift to a customer-centric mindset. The most effective way to understand your customers’ intentions, needs and experiences is through running a Voice of the Customer (VoC) program.
Magellan Solutions
JANUARY 10, 2017
Outsourcing is known to reduce costs, and cost savings count the most for startups, which run on seed money. Regardless of how much funding you have to work with, a bit of prudence won’t hurt — so consider outsourcing voice services to a call center that can get the job done at a fraction of the price. Deciding which functions to outsource (and which ones to keep in-house).
Waypoint Group
JANUARY 10, 2017
I’m frequently asked about scales for rating questions on surveys… “Should we use a 5-point scale, a 7-point scale, a 10-point scale, or an 11-pt scale?” “Should we use semantic anchors at every option, or just numeric, Likert scales?” Etc. Of course, there is no one-size-fits-all, and proper writing of the survey questions is a generally a much more important exercise. […].
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Myra Golden
JANUARY 10, 2017
“When I needed soft skills and call controls eLearning modules for our Walmart.com customer care agents, it quickly became apparent that Myra’s materials were the gold standard.” . Betty Doyle, Sr. Learning Designer, Customer Care, Walmart eCommerce. Watch this short overview video to learn more Myra’s customer service eLearning. Learn more or try for free.
LiveChat
JANUARY 10, 2017
Although the New Year has already started, many of us have already broken the resolutions. How many of you have promised themselves to quit smoking, live healthier or improve your weight? And then you woke up in the New Year’s morning, starving. Pizza and beer turned out to be the best medicine for the “day after” syndrome, but it also meant that you broke your resolutions before this year even started for good.
Myra Golden
JANUARY 10, 2017
“When I needed soft skills and call controls eLearning modules for our Walmart.com customer care agents, it quickly became apparent that Myra’s materials were the gold standard.” . Betty Doyle, Sr. Learning Designer, Customer Care, Walmart eCommerce. Watch this short overview video to learn more about Myra’s customer service eLearning.
Talkdesk
JANUARY 10, 2017
Have you heard that 2017 is the Year of the Chatbot ? Blogs and thought leaders are buzzing about the next big development in support. Microsoft declared “ bots are the new apps ” at the BUILD developers conference. Twitter unveiled new Welcome Messages and Quick Replies that can interact with customers automatically and direct their inquiries automatically.
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Peter Lavers
JANUARY 10, 2017
We’re pleased to announce that Peter Lavers will attend the IBM Amplify 2017 conference in Las Vegas in March in his role as a Watson Commerce Futurist. IBM Amplify is the premier Marketing and Commerce conference, featuring practical guidance on how to understand, target, engage and win customers across multiple channels by combining proven best practices with emerging technologies.
Forrester's Customer Insights
JANUARY 10, 2017
Uber's new initiative , Movement, is a step in the right direction. Facing criticism, the company decided to open its treasure trove of data to the cities in which it operates. Hidden in the anonymized ridership data are potential insights about the impact of major events, rush hour, lane closures or other factors on traffic flow and congestion.While the details remain to be seen, the website shows dashboards and data visualizations.
Verint
JANUARY 10, 2017
This personal property and casualty insurance provider needed the tools to address complexities that the company’s traditional methods for understanding the voice of the customer failed to address. Their previous platform was not delivering effective data that company representatives needed, so they chose Verint Workforce Optimization and Customer Analytics solutions—including Verint Call Recording, Verint Quality Management, Verint Workforce Management, Verint Desktop and Process Analytics, Ver
Qualtrics
JANUARY 10, 2017
Modern businesses rely on technology operate more smoothly, create better relationships with both employees and customers, and ultimately to drive higher profits. Accordingly, they thrive on software that helps them track things efficiently, manage items and people, and get things done more easily. Obviously, there are thousands of different types of software and different choices at every level—and your choice in software can have a huge impact on how ultimately beneficial that software is.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
ShepHyken
JANUARY 10, 2017
Brian Solis Discusses the Role of. Customer Experience Design. What will brands and businesses need to do in the future to be successful? Shep Hyken speaks with Brian Solis, who asserts that all thinking needs to start with the customer experience design. Design what your customers are supposed to feel at all parts of their customer journey. Think beyond the products and services that you sell.
Customer Bliss
JANUARY 10, 2017
Episode Overview. Tom Allin is the Chief Veterans Experience Officer at the US Department of Veterans Affairs. He was appointed by President Obama, and reports directly to Robert McDonald, the head of the VA. Tom’s experience is extremely rich. He was a leader of the McDonald’s empire in Europe, and also owned his own food business. One of the more interesting aspects of this conversation is the differences (and similarities) between major enterprise work and major governmental work.
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