INDUSTRY INSIGHTS YOUR PEERS ARE READING
For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! MORE
There are so many acronyms in the software space and this can make it difficult to know what DMPS, CRMS, and CDPs really are, why an organization may have one or all of them, and the impact these systems can have in relation to infusing customer insights into your organization. MORE
Ever heard the expression “don’t be sorry, just change?” Sure, you have. Nowhere is this more applicable than in social customer service. It’s easy for brands to say or type “sorry,” and that’s exactly what makes the phrase less-than-helpful for customers. MORE
Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? MORE
Agents remain the most critical resource in any contact center. But, every contact center continues to struggle with big challenges when it comes to engaging, motivating and retaining agents. Agent turn over continues to soar at over 30-45%, more than double the average of all industries ( Research, The Quality Assurance & Training Connection ). Today’s agents are clearly the hero of contact center – managing angry customers, solving complex problems and juggling multiple systems. MORE
What is Customer Journey Analytics? It’s tricky to find a definition of Customer Journey Analytics that isn’t penned by a solutions provider hankering to sell you their reporting platform. MORE
The Touch-Screen Age Today we are all living in the “Touch-Screen Age.” This includes baby boomers as well as millennial’s, for although many think of the younger generation as being the most tech savvy, virtually no one has been left out. MORE
One of the most effective ways to improve your search ranking on Google is to get more and better online reviews with the help of a Google My Business reviews link. Google reviews can increase a business’ online reputation and attract more customers. MORE
Artificial Intelligence (AI)-powered social listening reports offer real-time intel that your brand needs to be successful online. And there are three that are essential for campaign tracking, audience insight and crisis response, which we’ll share a bit about below! MORE
Photo by Adam Le Sommer. Photo by Karla Vidal . There’s no question that customer experience (CX) is a data-driven discipline. After all, at the foundation of most CX programs are close-ended surveys designed to capture and analyze customer feedback. MORE
I wrote last week about the importance of video in sharing your customers’ experience (Video Interviews=CX Impact). A major limitation of working with video is the task of managing all of that content. Historically, our process for working with video involved: 1. MORE
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Everyone Hates Customer Service. This Is Why. by Sharon Terlep. MORE
Astea showcases its new integrated field service management and Internet of Things solution at Booth #200. Amelia Island, FL (August 16, 2019) — Astea International Inc., MORE
My phone rings. It’s a mobile number, and I’m expecting a call. I pick up the phone. An automated voice responds: “We are calling to inform you that the IRS has filed a lawsuit against you…”. I hang up, frustrated, and block the number. I’ve heard this same message all month long. MORE
When the GDPR came into force in 2018, one of the biggest questions on everyone’s mind was, “What will enforcement look like?” With the first major fines issued in July to British Airways and Marriott International, we now have an answer. MORE
and donuts! I pulled into the Dunkin’ Donuts drive-thru and asked the man on the intercom if he had any glazed donuts. He said, “Sorry, we don’t have any more donuts”. WHAT? I know this was at 11 pm on a Saturday night but how can you not have any donuts? Isn’t that what you do? MORE
One of the most frequent questions I get asked by my clients is how they can improve their innovation. . Whether they are large or small, global or local, they all want to their new products and services to be more successful. MORE
Positive customer ratings and user reviews earn Astea the Top Performer ranking from FeaturedCustomers. HORSHAM, PA (August 15, 2019) — Astea International Inc., MORE
Have you just become a C-Suite leader for your B2B organization’s customer experience? Or maybe you’re looking to elevate and become a CX leader — if so, you’ll find this episode valuable. MORE
Photo by Adam Le Sommer. Photo by Karla Vidal . There’s no question that customer experience (CX) is a data-driven discipline. After all, at the foundation of most CX programs are close-ended surveys designed to capture and analyze customer feedback. MORE
The importance of customer satisfaction is generally taken for granted. If you don’t have a solid understanding of why customer satisfaction is important, you risk undervaluing it. Here are five reasons why customer satisfaction is important. Feed generated with FetchRSS MORE
I enjoy going to a baseball game. I live in St. Louis, and the fans of the St. Louis Cardinals are known throughout the sports world as being some of the best fans in all of baseball. Many fans remember Albert Pujols as one of the most skilled—not to mention beloved—members of the St. MORE
Forecasting is a critical component of a call center’s workforce management program. The accuracy of your forecast has a ripple effect on almost all performance metrics and business outcomes. A bad forecast can directly lead to under- or overstaffing, which then has cascade effects on average handle time, CSAT, labor waste… the list goes on and on! Forecasting has often been described as part science and part art, and there are many factors that impact forecast accuracy. MORE
Some people think the most important moment in the customer relationship is when they make the initial decision to purchase. But the period after the purchase, the onboarding phase , is what really establishes the customer relationship. MORE
In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. MORE
For brand-conscious organizations who have never outsourced before, there’s a common fear that putting your customer care in the hands of an outsourced partner effectively builds a wall between you and your customer. We get the reasoning – after all, your customers are your most important asset and anything that adds a layer between you and your customers must be a barrier. We beg to differ. MORE
NICE inContact
AUGUST 16, 2019
Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up?
Comm100
AUGUST 16, 2019
My phone rings. It’s a mobile number, and I’m expecting a call. I pick up the phone. An automated voice responds: “We are calling to inform you that the IRS has filed a lawsuit against you…”. I hang up, frustrated, and block the number. I’ve heard this same message all month long.
Lumoa
AUGUST 12, 2019
The importance of customer satisfaction is generally taken for granted. If you don’t have a solid understanding of why customer satisfaction is important, you risk undervaluing it. Here are five reasons why customer satisfaction is important. Feed generated with FetchRSS
Steve DiGioia
AUGUST 12, 2019
and donuts! I pulled into the Dunkin’ Donuts drive-thru and asked the man on the intercom if he had any glazed donuts. He said, “Sorry, we don’t have any more donuts”. WHAT? I know this was at 11 pm on a Saturday night but how can you not have any donuts? Isn’t that what you do?
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.
Customer Bliss
AUGUST 13, 2019
In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below.
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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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C3Centricity
AUGUST 12, 2019
One of the most frequent questions I get asked by my clients is how they can improve their innovation. . Whether they are large or small, global or local, they all want to their new products and services to be more successful.
NICE inContact
AUGUST 12, 2019
For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language!
Vision Critical
AUGUST 12, 2019
There are so many acronyms in the software space and this can make it difficult to know what DMPS, CRMS, and CDPs really are, why an organization may have one or all of them, and the impact these systems can have in relation to infusing customer insights into your organization.
Customer Bliss
AUGUST 15, 2019
Have you just become a C-Suite leader for your B2B organization’s customer experience? Or maybe you’re looking to elevate and become a CX leader — if so, you’ll find this episode valuable.
Advertiser: Skilljar
Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.
CloudCherry
AUGUST 13, 2019
Photo by Adam Le Sommer. Photo by Karla Vidal . There’s no question that customer experience (CX) is a data-driven discipline. After all, at the foundation of most CX programs are close-ended surveys designed to capture and analyze customer feedback.
NICE inContact
AUGUST 14, 2019
Ever heard the expression “don’t be sorry, just change?” Sure, you have. Nowhere is this more applicable than in social customer service. It’s easy for brands to say or type “sorry,” and that’s exactly what makes the phrase less-than-helpful for customers.
Vision Critical
AUGUST 15, 2019
When the GDPR came into force in 2018, one of the biggest questions on everyone’s mind was, “What will enforcement look like?” With the first major fines issued in July to British Airways and Marriott International, we now have an answer.
ShepHyken
AUGUST 14, 2019
I enjoy going to a baseball game. I live in St. Louis, and the fans of the St. Louis Cardinals are known throughout the sports world as being some of the best fans in all of baseball. Many fans remember Albert Pujols as one of the most skilled—not to mention beloved—members of the St.
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A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.
NetBase
AUGUST 14, 2019
Artificial Intelligence (AI)-powered social listening reports offer real-time intel that your brand needs to be successful online. And there are three that are essential for campaign tracking, audience insight and crisis response, which we’ll share a bit about below!
BlueOcean
AUGUST 14, 2019
For brand-conscious organizations who have never outsourced before, there’s a common fear that putting your customer care in the hands of an outsourced partner effectively builds a wall between you and your customer. We get the reasoning – after all, your customers are your most important asset and anything that adds a layer between you and your customers must be a barrier. We beg to differ.
NICE inContact
AUGUST 16, 2019
Agents remain the most critical resource in any contact center. But, every contact center continues to struggle with big challenges when it comes to engaging, motivating and retaining agents. Agent turn over continues to soar at over 30-45%, more than double the average of all industries ( Research, The Quality Assurance & Training Connection ). Today’s agents are clearly the hero of contact center – managing angry customers, solving complex problems and juggling multiple systems.
The DiJulius Group
AUGUST 14, 2019
The Touch-Screen Age Today we are all living in the “Touch-Screen Age.” This includes baby boomers as well as millennial’s, for although many think of the younger generation as being the most tech savvy, virtually no one has been left out.
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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.
Astea
AUGUST 13, 2019
Positive customer ratings and user reviews earn Astea the Top Performer ranking from FeaturedCustomers. HORSHAM, PA (August 15, 2019) — Astea International Inc.,
Totango
AUGUST 13, 2019
Some people think the most important moment in the customer relationship is when they make the initial decision to purchase. But the period after the purchase, the onboarding phase , is what really establishes the customer relationship.
Heart of the Customer
AUGUST 15, 2019
I wrote last week about the importance of video in sharing your customers’ experience (Video Interviews=CX Impact). A major limitation of working with video is the task of managing all of that content. Historically, our process for working with video involved: 1.
NICE inContact
AUGUST 13, 2019
Forecasting is a critical component of a call center’s workforce management program. The accuracy of your forecast has a ripple effect on almost all performance metrics and business outcomes. A bad forecast can directly lead to under- or overstaffing, which then has cascade effects on average handle time, CSAT, labor waste… the list goes on and on! Forecasting has often been described as part science and part art, and there are many factors that impact forecast accuracy.
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.
ReviewTrackers
AUGUST 12, 2019
One of the most effective ways to improve your search ranking on Google is to get more and better online reviews with the help of a Google My Business reviews link. Google reviews can increase a business’ online reputation and attract more customers.
ShepHyken
AUGUST 12, 2019
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Everyone Hates Customer Service. This Is Why. by Sharon Terlep.
Upstream Works
AUGUST 14, 2019
What is Customer Journey Analytics? It’s tricky to find a definition of Customer Journey Analytics that isn’t penned by a solutions provider hankering to sell you their reporting platform.
Astea
AUGUST 16, 2019
Astea showcases its new integrated field service management and Internet of Things solution at Booth #200. Amelia Island, FL (August 16, 2019) — Astea International Inc.,
Advertiser: Skilljar
A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.
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