INDUSTRY INSIGHTS YOUR PEERS ARE READING
Disappointing results on a customer service survey can be more than demoralizing. They can bode ill for future financial results and even directly threaten your livelihood. The problem is unlikely to be the survey design (though that’s possible). More likely, the problem is that you really need to improve! Yet, in the face of poor scores, what happens at many organizations is denial and rationalization. MORE
Today’s customer journeys span multiple touchpoints. That’s why business unit integration is such a popular topic of interest: marketing, product development, IT, CX, and engineering must all collaborate to deliver compelling experiences. MORE
It’s no secret it costs five times more to attract a new customer than to keep an existing one. This is because returning customers buy more over time so operating costs shrink; whereas finding new customers is laborious and expensive. That said, why are only 18% of companies focusing on retention ? MORE
Shownotes #27… Does Your Culture Enable and Empower the CX? Culture – it’s simply the way things are done within … Read More Episode 27 – Does Your Culture Empower Great Customer Experiences? The post Episode 27 – Does Your Culture Empower Great Customer Experiences? appeared first on Kristina Evey. Shownotes #27… Does Your Culture Enable and Empower the CX? . Culture – it’s simply the way things are done within your organization. MORE
Inbound call centers face rising expectations from their customers to deliver exceptional experiences in an increasingly omnichannel world. MORE
Hold the door. Be on time. Common courtesy is always a good bet. Cliché, but true. Even in customer service (where manners are paramount), it never hurts to be reminded. Contact centers are lively, energetic places with lots of activity going on. Respecting and protecting time, people, and processes is key. Be mindful of these tips for improving contact center etiquette: . Serve with a smile. My favorite customer service best practice? Service with a smile! MORE
It seems from two recent surveys that despite all the money and resources that have been ploughed into improving Customers Experience, this is not having any effect? What will happen next is that CEO’s and the C-Suite will start to remove their support for these changes. MORE
Today, call center scripting is used widely. To understand why that is the case, here’s the arguably five biggest benefits of using agent scripting in a contact center: Decrease agent training. Agent scripting will give new hires the guidance they need to start handling interactions confidently on their own earlier. . Maintain regulatory compliance. Script with compliance in mind to help your agents manage the regulatory jungle. . Promote consistency. MORE
The biggest challenge facing every contact center is agent churn. Many agents are bored, unengaged, and generally unhappy, and they churn at a rate of 33% across all industries. As a contact center leader, you work extremely hard to mitigate these challenges, but because you are pulled in many different directions, it is tough to keep your best agents. Not to mention, technology constraints can sometimes make it difficult to improve the agent experience. MORE
Shownotes… Customer Experience is not just another thing to do. CX is the reason WHY we do the work we … Read More Episode 25 – Customer Experience Needs a Seat at the Table. The post Episode 25 – Customer Experience Needs a Seat at the Table appeared first on Kristina Evey. Shownotes… Customer Experience is not just another thing to do. CX is the reason WHY we do the work we do. We provide a product or service to our customers. MORE
Artificial Intelligence. Big data. These are technology buzz words that can make a real world impact on field service operations and change the entire field services industry. MORE
Shownotes… Start Where You Are and With the End in Mind. That is my response when people ask me how … Read More Episode 26 – Start with the Customer Experience End in Mind. The post Episode 26 – Start with the Customer Experience End in Mind appeared first on Kristina Evey. Shownotes… Start Where You Are and With the End in Mind. That is my response when people ask me how to start their Customer Experience Transformation. Just start. Don’t get overwhelmed. MORE
There are many reasons why starting a call center makes good business sense. But whatever the reason, taking that first step can seem like stepping into the unknown. To ease into your search, here are five things to consider when starting a new call center. . You don’t need to be a rocket scientist. As you begin your exploration you may encounter unfamiliar terms like “first call resolution” ACD, Erlang calculations, VoIP, PSTN, etc. The technology can seem daunting. MORE
Most of us intuitively know that bringing together data from multiple sources or taking a multi-faceted approach to answering a research question usually yields more impactful results than employing a narrow and focused approach. MORE
Astea recognized for its comprehensive portfolio of user-oriented mobile field service applications that meet the evolving needs of organizations, technicians and customers. HORSHAM, PA (December 10, 2018) — Astea International Inc., MORE
The Customer Success Manager role is a challenging one. These individuals will be facing both internal teams and external customers, trying to strike a happy balance between both while making the customer experience everything that it can be. MORE
This is the first part of a three-part blog series. It is December and that often means looking back over the past year. I’ve been doing a bit more than that. I’ve been looking back over my 20+ years of various research consulting roles within MaritzCX. MORE
If you’ve followed our research, then you’ve likely seen a strong, almost inseparable link between between customer experience (CX) and competency employee (EX). We continued to find that connection in our latest consumer benchmark. In our Q3 2018 study, we asked 5,000+ U.S. employees to pick a word that best describes how their job makes them feel and split those responses based on how they judged the overall CX that their company delivers. MORE
Image courtesy of Pixabay Today I'm pleased to share a guest post by Liliana Petrov of DoingCXRight that is based on her experience hiring CX teams. This post originally appeared on her site on November 21, 2018. MORE
As many of us are taking some much-needed downtime, I’m closing out the year by replaying some of my most popular episodes from 2018. Today’s episode, which many of you seemed to enjoy, features Amanda Sachs , General Manager, Customer & Partner Experience at Microsoft. MORE
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. MORE
Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years. MORE
Holiday shipping is a make-it or break-it aspect of the online shopping experience. The National Retail Federation estimates that 2018 holiday retail sales will increase by as much as 4.1%, and Digital Commerce 360 predicts online shopping will climb 15.5% over last year. MORE
The DSE OpsCenter Backup Service provides the flexibility and peace of mind to create, schedule, and manage backups and restores across all registered DataStax Enterprise (DSE) clusters with different backup destinations. MORE
The opening keynote was preceded by the safety briefing for the large banquet hall attendees. It was the usual “in case of fire” cautions and instructions. MORE
Here are the 10 short videos on Customer Service that everyone in your organization should watch. Subscribe to The DiJulius Group’s YouTube channel for more great content! Meet as Strangers, Leave as Friends 2. The 4 Most Powerful Words You Can Say or Hear 3. The ZAPPER! Read Full Article. MORE
“If you don’t know where you are going, you’ll end up someplace else.” – Yogi Berra Yogi’s quote applies to much more than baseball – it gets to the heart of what limits so many customer experience (CX) programs. MORE
It’s not rocket science: the lower your customer churn rate, the higher your profit. But do you know how much customer retention is really worth? According to Harvard Business School, even just a 5% increase in customer retention can lead to a 25-95% increase in profits. And a study by Temkin Group concluded that loyal customers are 5x as likely to repurchase, 5x as likely to forgive, 4x as likely to refer, and 7x as likely to try a new offering. MORE
Not too long ago, I had a minor outpatient procedure at a hospital. When I checked my email the next morning, there was a survey from the hospital. What did you think of your anesthesiologist?”. My first thought was that I didn’t die during the procedure, so he must have done a fine job. MORE
Everyone knows that having rave reviews helps your business stand out on review sites like Google, Facebook, and Yelp, but embedding reviews on your own site can also improve SEO performance and increase conversion rates. MORE
MaritzCX
DECEMBER 13, 2018
Most of us intuitively know that bringing together data from multiple sources or taking a multi-faceted approach to answering a research question usually yields more impactful results than employing a narrow and focused approach.
Customer Bliss
DECEMBER 14, 2018
As many of us are taking some much-needed downtime, I’m closing out the year by replaying some of my most popular episodes from 2018. Today’s episode, which many of you seemed to enjoy, features Amanda Sachs , General Manager, Customer & Partner Experience at Microsoft.
MaritzCX
DECEMBER 11, 2018
This is the first part of a three-part blog series. It is December and that often means looking back over the past year. I’ve been doing a bit more than that. I’ve been looking back over my 20+ years of various research consulting roles within MaritzCX.
GetFeedback
DECEMBER 10, 2018
It’s no secret it costs five times more to attract a new customer than to keep an existing one. This is because returning customers buy more over time so operating costs shrink; whereas finding new customers is laborious and expensive. That said, why are only 18% of companies focusing on retention ?
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
Experience Matters
DECEMBER 10, 2018
If you’ve followed our research, then you’ve likely seen a strong, almost inseparable link between between customer experience (CX) and competency employee (EX). We continued to find that connection in our latest consumer benchmark. In our Q3 2018 study, we asked 5,000+ U.S. employees to pick a word that best describes how their job makes them feel and split those responses based on how they judged the overall CX that their company delivers.
Customer Bliss
DECEMBER 12, 2018
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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GetFeedback
DECEMBER 11, 2018
It’s not rocket science: the lower your customer churn rate, the higher your profit. But do you know how much customer retention is really worth? According to Harvard Business School, even just a 5% increase in customer retention can lead to a 25-95% increase in profits. And a study by Temkin Group concluded that loyal customers are 5x as likely to repurchase, 5x as likely to forgive, 4x as likely to refer, and 7x as likely to try a new offering.
TechSee
DECEMBER 11, 2018
Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years.
Kristina Evey
DECEMBER 12, 2018
Shownotes #27… Does Your Culture Enable and Empower the CX? Culture – it’s simply the way things are done within … Read More Episode 27 – Does Your Culture Empower Great Customer Experiences? The post Episode 27 – Does Your Culture Empower Great Customer Experiences? appeared first on Kristina Evey. Shownotes #27… Does Your Culture Enable and Empower the CX? . Culture – it’s simply the way things are done within your organization.
inContact
DECEMBER 12, 2018
Inbound call centers face rising expectations from their customers to deliver exceptional experiences in an increasingly omnichannel world.
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There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.
Beyond Philosophy
DECEMBER 10, 2018
Not too long ago, I had a minor outpatient procedure at a hospital. When I checked my email the next morning, there was a survey from the hospital. What did you think of your anesthesiologist?”. My first thought was that I didn’t die during the procedure, so he must have done a fine job.
Heart of the Customer
DECEMBER 11, 2018
“If you don’t know where you are going, you’ll end up someplace else.” – Yogi Berra Yogi’s quote applies to much more than baseball – it gets to the heart of what limits so many customer experience (CX) programs.
Kristina Evey
DECEMBER 11, 2018
Shownotes… Customer Experience is not just another thing to do. CX is the reason WHY we do the work we … Read More Episode 25 – Customer Experience Needs a Seat at the Table. The post Episode 25 – Customer Experience Needs a Seat at the Table appeared first on Kristina Evey. Shownotes… Customer Experience is not just another thing to do. CX is the reason WHY we do the work we do. We provide a product or service to our customers.
Advertisement
A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
inContact
DECEMBER 10, 2018
The biggest challenge facing every contact center is agent churn. Many agents are bored, unengaged, and generally unhappy, and they churn at a rate of 33% across all industries. As a contact center leader, you work extremely hard to mitigate these challenges, but because you are pulled in many different directions, it is tough to keep your best agents. Not to mention, technology constraints can sometimes make it difficult to improve the agent experience.
NewVoiceMedia
DECEMBER 13, 2018
Disappointing results on a customer service survey can be more than demoralizing. They can bode ill for future financial results and even directly threaten your livelihood. The problem is unlikely to be the survey design (though that’s possible). More likely, the problem is that you really need to improve! Yet, in the face of poor scores, what happens at many organizations is denial and rationalization.
Beyond Philosophy
DECEMBER 14, 2018
It seems from two recent surveys that despite all the money and resources that have been ploughed into improving Customers Experience, this is not having any effect? What will happen next is that CEO’s and the C-Suite will start to remove their support for these changes.
datastax
DECEMBER 12, 2018
The DSE OpsCenter Backup Service provides the flexibility and peace of mind to create, schedule, and manage backups and restores across all registered DataStax Enterprise (DSE) clusters with different backup destinations.
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Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.
Kristina Evey
DECEMBER 11, 2018
Shownotes… Start Where You Are and With the End in Mind. That is my response when people ask me how … Read More Episode 26 – Start with the Customer Experience End in Mind. The post Episode 26 – Start with the Customer Experience End in Mind appeared first on Kristina Evey. Shownotes… Start Where You Are and With the End in Mind. That is my response when people ask me how to start their Customer Experience Transformation. Just start. Don’t get overwhelmed.
inContact
DECEMBER 12, 2018
Today, call center scripting is used widely. To understand why that is the case, here’s the arguably five biggest benefits of using agent scripting in a contact center: Decrease agent training. Agent scripting will give new hires the guidance they need to start handling interactions confidently on their own earlier. . Maintain regulatory compliance. Script with compliance in mind to help your agents manage the regulatory jungle. . Promote consistency.
ReviewTrackers
DECEMBER 10, 2018
Everyone knows that having rave reviews helps your business stand out on review sites like Google, Facebook, and Yelp, but embedding reviews on your own site can also improve SEO performance and increase conversion rates.
Smarter CX
DECEMBER 10, 2018
Holiday shipping is a make-it or break-it aspect of the online shopping experience. The National Retail Federation estimates that 2018 holiday retail sales will increase by as much as 4.1%, and Digital Commerce 360 predicts online shopping will climb 15.5% over last year.
Advertisement
To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.
Astea
DECEMBER 10, 2018
Astea recognized for its comprehensive portfolio of user-oriented mobile field service applications that meet the evolving needs of organizations, technicians and customers. HORSHAM, PA (December 10, 2018) — Astea International Inc.,
CX Journey
DECEMBER 13, 2018
Image courtesy of Pixabay Today I'm pleased to share a guest post by Liliana Petrov of DoingCXRight that is based on her experience hiring CX teams. This post originally appeared on her site on November 21, 2018.
inContact
DECEMBER 11, 2018
Hold the door. Be on time. Common courtesy is always a good bet. Cliché, but true. Even in customer service (where manners are paramount), it never hurts to be reminded. Contact centers are lively, energetic places with lots of activity going on. Respecting and protecting time, people, and processes is key. Be mindful of these tips for improving contact center etiquette: . Serve with a smile. My favorite customer service best practice? Service with a smile!
The DiJulius Group
DECEMBER 12, 2018
Here are the 10 short videos on Customer Service that everyone in your organization should watch. Subscribe to The DiJulius Group’s YouTube channel for more great content! Meet as Strangers, Leave as Friends 2. The 4 Most Powerful Words You Can Say or Hear 3. The ZAPPER! Read Full Article.
Advertisement
Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.
Smarter CX
DECEMBER 12, 2018
Today’s customer journeys span multiple touchpoints. That’s why business unit integration is such a popular topic of interest: marketing, product development, IT, CX, and engineering must all collaborate to deliver compelling experiences.
Astea
DECEMBER 13, 2018
Artificial Intelligence. Big data. These are technology buzz words that can make a real world impact on field service operations and change the entire field services industry.
Amity
DECEMBER 12, 2018
The Customer Success Manager role is a challenging one. These individuals will be facing both internal teams and external customers, trying to strike a happy balance between both while making the customer experience everything that it can be.
inContact
DECEMBER 10, 2018
There are many reasons why starting a call center makes good business sense. But whatever the reason, taking that first step can seem like stepping into the unknown. To ease into your search, here are five things to consider when starting a new call center. . You don’t need to be a rocket scientist. As you begin your exploration you may encounter unfamiliar terms like “first call resolution” ACD, Erlang calculations, VoIP, PSTN, etc. The technology can seem daunting.
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Transform your contact center to build relationships with your customers that will last a lifetime.
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