Kristina Evey
DECEMBER 5, 2017
LISTEN to your Customers. Listening. We all know how to do it… but few know how to do it well … and it could be driving your customers away if you don’t do it well. Listen well and you’ll increase sales and customer loyalty. Even though communication involves two parts – speaking and listening – I believe that listening is actually 2/3 of successful communication.
InMoment XI
DECEMBER 5, 2017
It is very refreshing and encouraging to see so many organizations with mission statements indicating their focus on the customer and their mission to deliver the best customer experience. Over the past few years, organizations have begun taking it a step further than just stating this customer focus, but have started establishing teams or divisions.
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BlueOcean
DECEMBER 5, 2017
The Client. This multinational communications, electronics and IT corporation has a health solutions arm delivering connected devices for which Blue Ocean provides both sales support and customer service support. The Challenge. For both types of customer calls – sales and support – the client was using an IVR system which directed calls, by type, to an appropriate contact center agent.
InMoment XI
DECEMBER 5, 2017
It is very refreshing and encouraging to see so many organizations with mission statements indicating their focus on the customer and their mission to deliver the best customer experience. Over the past few years, organizations have begun taking it a step further than just stating this customer focus, but have started establishing teams or divisions.
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.
Customer Bliss
DECEMBER 5, 2017
Overview. Do you have what it takes to be an entrepreneur? Can you manage a B2B relationship with customer providers and consumers? In this episode, Angie Hicks , CCO of ANGI Homeservices and co-founder of Angie’s List , shares how she built Angie’s List into the valuable service provider tool it is today, and how she transitioned her entrepreneurial and marketing experience into the customer experience role she currently holds at ANGI Homeservices ( which acquired Angie’s List this year )
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Beyond Philosophy
DECEMBER 5, 2017
A new study by Calabrio reports that the majority of call center employees don’t feel trained to handle customer problems, making their jobs stressful and demotivating. Chances are your call center employees feel the same way—especially if you train like most companies do. The new report, “ The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era ,” revealed that 56% of the 1,000 respondents in the U.K. and U.S. said complicated customer issues are their most significant ch
Michelli Experience
DECEMBER 5, 2017
Do you want to sound smart? Then, tell your friends you read a blog this week about how metathesiophobia is bolstered by accomplishment. In other words, people who are successful often resist change. Most of us suffer from at least a smidge of metathesiophobia (the fear of change). Certain things can help the condition – like a little setback which prompts us out of our comfort zones to try something different so we might be more effective.
ShepHyken
DECEMBER 5, 2017
Create a Culture Where Employees Come First. Shep Hyken Interviews Terry Cain and Steve Church, Co-authors of “The Pinwheel”. How would you like to create a culture and working environment that is better for your employees, which in turn is better for your customers? Shep Hyken sits down with not just one but two guests, Terry Cain and Steve Church.
CSM Magazine
DECEMBER 5, 2017
Here are some of the top customer service predictions for 2018, brought to you by Fara Haron is CEO of CRM Solutions, Arvato. Voice Recognition. Technology related to voice recognition will be most impactful in 2018. The improvements in voice recognition has led to an increase in voice assisted controls usage ranging from voice controls on your mobile to home assistants like Google Home and Amazon Echo.
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Beyond Philosophy
DECEMBER 5, 2017
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” It’s likely that you can’t articulate a distinction. A satisfied employee can pretty much be described as one who is relatively happy or more than complacent about their day-to-day job experience: the work, pay, benefits, possibili
Genroe
DECEMBER 5, 2017
B2B selling is expensive. Sales cycles are long, typically 3 months to longer than a year, sales staff resourcing is high and even just creating the proposal can take hours, or in some cases, hundreds of hours. For B2B businesses, lead nurturing is important to move leads through the Buyer’s Journey, but Lead Qualification is critica […].
iPerceptions
DECEMBER 5, 2017
It’s that time of the year again! Many of us are already daydreaming about all the delicious food we’ll be eating and the great company we’ll be keeping this holiday season. In the meantime, many companies are gearing up for what is arguably their busiest time of the year.
Promoter.io
DECEMBER 5, 2017
Choosing an NPS or Customer Success platform can feel like choosing between the red and blue pill in the movie Matrix. Choose the blue one and you’ll go about your business, never being fully aware of what’s possible. Choose the red one and you’ll get to see just how far your results can go. While my reference […]. The post Customer Illusion or Customer Reality?
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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.
Confirmit
DECEMBER 5, 2017
If you’re a call center supervisor dedicated to improving the customer experience, what can you do? Work on closing the gap between what the customer wants and what your call center delivers. In the short recording below, we’ll explore the areas with the highest discrepancy between what the customer wants and what a call center delivers so you and your team can develop ways to proactively meet those expectations and increase customer satisfaction with your issue resolution.
ForeSee
DECEMBER 5, 2017
Listening to the voice of your customers is one of the best ways for an organization to understand how best to deliver a seamless, delightful experience. But it’s no easy. The post Congrats! CX awards recognize Three, Argos, Tesco, and other U.K. companies for stellar customer experience appeared first on ForeSee.
CXApp
DECEMBER 5, 2017
Voice assistant devices like Amazon Echo (Alexa), Siri, Google Assistant (Google Home), and Microsoft’s Cortana are revolutionizing both customer engagements and product interactions. They are all the rage right now and for good reason. They essentially allow you to interface with modern devices, including smart TVs, smart home tech, mobile gadgets, and more, simply through voice commands.
ForeSee
DECEMBER 5, 2017
Measuring the customer experience is of utmost importance to companies in today’s age, and routinely cited as the number one way retailers expect to compete moving into the future. But. The post Why context and benchmarks are essential to your CX strategy (Video) appeared first on ForeSee.
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CXApp
DECEMBER 5, 2017
Voice assistant devices like Amazon Echo (Alexa), Siri, Google Assistant (Google Home), and Microsoft’s Cortana are revolutionizing both customer engagements and product interactions. They are all the rage right now and for good reason. They essentially allow you to interface with modern devices, including smart TVs, smart home tech, mobile gadgets, and more, simply through voice commands.
Waypoint Group
DECEMBER 5, 2017
I recently ranted about how to best accelerate profitable growth (Accelerating profitable growth: How to tip the scales in your favor), “…we know that good Merger & Acquisition activity can accelerate top-line growth… but considering the investment, is it profitable (or at least “optimally efficient”) growth, and with a better ROI than true customer loyalty?
Quadient
DECEMBER 5, 2017
Few industries are feeling the effects of digital transformation more deeply than financial services. According to Celent, in the last five years the global investment community has been ramping up investments in technology start-ups, specifically targeting the financial services industry. By the end of 2015, Fintechs were already working with an estimated IT spend of nearly $20 Bn USD and growing.
Strativity
DECEMBER 5, 2017
CorporateBoardMember.Com. As shock and disgust build along with the #metoo movement, women and men from all walks of life are sharing more and more disclosures of sexual harassment and uninvited advances. In light of this, companies large and small should take this as a wakeup call and ask themselves how could this happen? And could it happen here? There is likely a mission statement and an “our company values” description at the Weinstein Company, NBCUniversal’s values statement publicly states
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.
Talkdesk
DECEMBER 5, 2017
Inside sales is equal parts art and science, with two seemingly competing goals: building personal connections with prospects and increasing the frequency of sales conversations. The best teams take advantage of the right tools to balance those priorities and find ways to increase both the quality and quantity of their sales opportunities. Talkdesk has put together an evaluation form to help your team determine whether you’re getting the most out of your inside sales technology.
Grade.us
DECEMBER 5, 2017
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Verint
DECEMBER 5, 2017
The boundaries between customer-facing, front-office channels and back-office support functions are blurring. As Ken Landoline, principal analyst at OVUM, stated in his blog, Back-Office Integration Coming to the Forefront in Customer Engagement , a number of trends are making it easier to link these two functions, including: In-sourcing previously outsourced contact center functions.
NICE inContact
DECEMBER 5, 2017
Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric. But these do not offer predictive insight. These metrics can show why an agent left, but not how the company could have kept them.
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Lumoa
DECEMBER 5, 2017
Helsinki has welcomed 20.000 innovators at Slush , the world's leading startup event. This year among the main topics of "Technology" and "AI in Our Lives", you could also hear companies, both scaling and large, starting to talk about customer experience. It has been our second Slush and we enjoyed every bit of it. Slush gave us an opportunity to meet new and already familiar people, secure a couple of deals and have meaningful conversations on customer experience.
NICE inContact
DECEMBER 5, 2017
Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric. But these do not offer predictive insight. These metrics can show why an agent left, but not how the company could have kept them.
CX Accelerator
DECEMBER 5, 2017
Do you ever feel like it’s impossible to keep great talent in a customer support environment? You’re not alone! Leaders all over the globe have been wrestling this issue since the invention of the telephone. The good news is it can be done! With a fresh outlook on employee engagement, you can create a working environment worth sticking around for. This article will focus on three essential (but rarely discussed) engagement techniques specific to service professionals Peer-To-Peer Relationship Fo
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