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.

Financial 302

Financial Metrics Measurement Meeting 302

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.

Culture 182

Culture Study Examples Training 182

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

Insurance 178

Insurance Policies Contact Center Travel 178

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

Customer Experience 146

Customer Experience Financial Customer Centricity Measurement 146

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

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.

Innovation 93

Innovation Social Media Customer Centricity Call Center 93

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!

Sports 65

Sports Tips Travel Advertising 65

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.

Customer Centricity 60

Customer Centricity Customers Customer Experience Marketing 60

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).

Call Center 56

Call Center How To Social Media Exercises 56

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. […].

Survey 46

Survey Exercises Course Groups 46

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

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.

Training 43

Training Customer Service Ecommerce Customer Care 43

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.

Customer Service 41

Customer Service Communication Customers Engagement 41

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.

Training 40

Training Customer Service Ecommerce Customer Care 40

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.

Chatbots 40

Chatbots Hotels Contact Center Conference 40

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

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.

Omni-Channel 40

Omni-Channel Conference Analytics Trends 40

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.

Transportation 32

Transportation Data Company Customer Insights 32

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

Insurance 25

Insurance Customer Engagement Engagement Call Recording 25

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.

Software 20

Software System Financial User Experience 20

Speaker: David Nisbet, 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

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 Experience Design 76

Customer Experience Design Customer Journeys Customer Experience Meeting 76

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.

Government 157

Government Metrics Customer Journeys Survey 157