ijgolding

MARCH 22, 2016

Those who know me well will testify to the fact that when it comes to the subject of Customer Experience, I like to talk! In fact, Mrs Golding will argue that it is nigh on impossible to get me to stop! There is no denying that when you are passionate about a subject, it is enjoyable talking about it. So when Mark McArthur Christie and James Freeman-Gray from my good friends at Rubuss asked me if I would talk about my passion in front of a camera, it was impossible to refuse.

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Video Customer Experience Customers Strategy 133

CX Journey

MARCH 22, 2016

Image courtesy of Phillie Casablanca How do you identify, measure, and resolve painpoints and difficulties that your customers experience when they are trying to do some job with your products? I'm a huge advocate of journey maps as a tool to help you walk in your customers' shoes in order to better understand the steps they go through to do some job or to achieve some task with your organization.

Customer Journeys 101

Customer Journeys Video Innovation Customer Experience 101

PeopleMetrics

MARCH 22, 2016

Joseph A. Michelli’s recent book, Driven to Delight , is centered on the customer-centric transformation and ongoing customer experience strategy at Mercedes-Benz USA. After reading the book, I had a few questions about some of the content and strategies Joseph covered. And here’s what resulted from the exchange. George Jacob: Joseph, what compelled you to write about the customer experience transformation at Mercedes-Benz USA?

Strategy 65

Strategy Customer Experience Customer Centricity Sales 65

Amity

MARCH 22, 2016

SaaS Tattler Issue 79 - Giving Customer Success a Voice at the Executive Table. In an era where the customer experience matters more than ever before, having a voice at the executive table changes everything. Cue the Chief Customer Officer (CCO), breaking down Silos, strapped with customer intuition. Despite good intentions, there is a lack of clear understanding around the authority and role of the CCO.

Chief Customer Officer 56

Chief Customer Officer Customer Success Call Center Customer Centricity 56

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

Topdown

MARCH 22, 2016

Chicago, Illinois, May 10-12. I’ll be a presenter at Document Strategy Forum ‘16 in Chicago, Illinois, at 3:00 p.m. on Tuesday, May 10, 2016. My presentation, “ Overcoming Legacy System Challenges to Support Your Digital Channels ,” focuses on how to move beyond being document/print-focused to a mindset of digital-first communications that adapt well to whatever channel by which your customers choose to engage with you.

Strategy 52

Strategy Customer Experience System Customers 52

CSM Magazine

MARCH 22, 2016

In recent years, more and more sources have referred to call centers as the “white collar sweat shop” of our time. The first time I heard this reference, it immediately hit home for me. All the stressful time I had spent either as a Customer Service Representative (CSR), supervisor, manager or director – this statement made perfect sense to me. Most call centers I am familiar with are in a less than desirable location within the office, and a place where work is sent that others cannot complete

Call Center 40

Call Center Exercises Customer Service Representative Wait Times 40

CCO Council

MARCH 22, 2016

"Our customers are leaving in droves. Those that stay are killing us in price negotiations. We need your help to fix it." A major pharmaceutical company asked me to understand how, despite spending millions in marketing, advertising, and sales, low-cost generic competitors were eating their lunch in a particular segment. They had slick brochures that promised great benefits including higher inventory turnover, lower COGS, enhanced cash flow, highest returns on investments, high-tech inventory ma

Return on Investment 40

Return on Investment Insurance Advertising ROI 40

Myra Golden

MARCH 22, 2016

In rehearsal for this week’s Women’s Conference for the women of DFW Airport. They are going to LOVE this keynote!

Conference 40

Conference Customer Service Customer Experience Customers 40

Brad Cleveland Blog

MARCH 22, 2016

Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant inherent challenge, which has only become more difficult with the introduction of new channels and … Continue reading → The post The Measures Every Contact Center Should Have appeared first on Brad Cleveland.

Contact Center 26

Contact Center Measurement Management Call Center 26

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Verint

MARCH 22, 2016

For a quarter of a century, contact centers have relied on workforce management software and business processes to bring visibility, transparency and consistency to managing work, capacity and people. Today, sophisticated workforce management solutions not only help contact centers schedule and manage the right number of agents with the appropriate skills, but can also provide visibility into agent performance and productivity, along with cost savings.

Contact Center 22

Contact Center Software Management Call Center 22

Brad Cleveland Blog

MARCH 22, 2016

Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant inherent challenge, which has only become more difficult with the introduction of new channels and social contacts – we produce mounds of data!

Contact Center 20

Contact Center Measurement Management Data 20

NICE inContact

MARCH 22, 2016

Last month, IDC released the IDC MarketScape for Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment (doc #US40732515, February 2016 ). In the report, the research firm presents an assessment based on quantitative and qualitative characteristics that explain success in the market. We are proud to be placed in the Leaders category with the following strengths: Functionality.

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Contact Center Trends Analysis Measurement 183

Brad Cleveland Blog

MARCH 22, 2016

Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant inherent challenge, which has only become more difficult with the introduction of new channels and social contacts – we produce mounds of data!

Contact Center 20

Contact Center Measurement Management Data 20

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

Michelli Experience

MARCH 22, 2016

Infographics 109

Infographics Employee Engagement Consulting Customer Experience Design 109

Provide Support

MARCH 22, 2016

The world is rapidly changing, and so is customer service. If you think your business is offering outstanding service now, the truth is that with the ever changing customer expectations, what seems satisfactory today might simply be outdated within half year. Is your organization keeping up with the pace? As customer service and customer experience have become key diffentiators for brands across all industries worldwide, it has never been more important to know as much as you can about your cust

Infographics 46

Infographics Customer Service Customer Expectations Customers 46

LiveChat

MARCH 22, 2016

I’m sure that you’ve heard plenty of times why not having social media profiles is the worst idea you can have. If you’re not on social networking sites, it’s like you don’t exist, right? But much, much worse idea is to create a company’s profile without having a clear picture of how this account should look like and what is the social media etiquette.

Social Media 41

Social Media B2C Tips Video 41