Mon.Jul 11, 2016

Pokémon Masters: Gotta Catch ‘Em All

MaritzCX

“Gotta catch ‘em all” is the challenge Nintendo customers have in the new augmented reality gaming experience, Pokémon GO. Everywhere you look there are hubs of gamers with phones in front of their faces, collecting Pokémon.

What Attitude Are Your Employees Choosing?

Wired and Dangerous

You are in complete control of your attitude. Victor Frankl in his classic book, Man’s Search For Meaning , described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future. The book has sold over 10 million copies.

Pokémon Masters: Gotta Catch ‘Em All

MaritzCX

“Gotta catch ‘em all” is the challenge Nintendo customers have in the new augmented reality gaming experience, Pokémon GO. Everywhere you look there are hubs of gamers with phones in front of their faces, collecting Pokémon.

The ‘Always On’ Enterprise

Storyminers

For well over 100 years, businesses leaders have made decisions based on what is right for the business. Business profitability first. Everything else second. Why not buy cheap chairs for the restaurant? Why not focus on the efficiency of the call center instead of delivering better customer outcomes? Much of this thinking comes from entrenched systems and processes. Decision makers focused on what they could measure. But they only measured what they could see.

B2C 133

Beyond the Contact Center: Unlocking Insights with Speech Analytics

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.

Pokémon Masters: Gotta Catch ‘Em All

MaritzCX

“Gotta catch ‘em all” is the challenge Nintendo customers have in the new augmented reality gaming experience, Pokémon GO. Everywhere you look there are hubs of gamers with phones in front of their faces, collecting Pokémon. Pokémon GO is not only changing the way that customers interact with Nintendo as a company, but the way. View Article

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5 Top Customer Service Articles For the Week of July 11, 2016

ShepHyken

Each week I read a number of customer service articles from various online 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. “Oh

Stop Counting Paperclips!

Customer Enthusiast

Last month, I returned to one of my favorite hotels in New York City. It was my first stay since the hotel completed an extensive renovation in 2012. I’ll withhold the name of the hotel because it’s not important.

How to complain about a non/late delivery

Helen Dewdney

Goods must be delivered within the time frame agreed with the seller. If one hasn’t been agreed (you have agreed a time frame if the listing supplies a time frame) the trader must deliver ‘without undue delay’ and at the very latest not more than 30 days from the day after the contract is made.

7 Writing Tips For Exceptional Customer Support

Talkdesk

This is a guest post from Kostas Papageorgiou, a content marketer at Userlike. Everyone has their own voice. Whether face-to-face, over the phone, or in writing, our voice reflects our uniqueness. The same can be said about brands having their own voice too.

Redefining Customer Experience Metrics for Better Performance

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.

Best Practices for Recruiting, Hiring and Training

COPC

Posting 1 of 2 in a Series—Call Center Best Practices for Recruiting, Hiring and Training. To improve performance and provide a superior customer experience, call centers often focus on the three main functions of operational management, quality, and workforce management.

IBM recognises Peter Lavers as a Futurist

Peter Lavers

Peter Lavers has been recognised by IBM as a Futurist and top influencer in the field of Customer Experience.

How to improve customer experience by designing for reliability

MyCustomer

Engagement. How to improve CX by designing for reliability

Customer Journey Mapping: How it can be used to Create Change in your Organization

Touchpoint Dashboard

Over the past 10 years, Customer Journey Mapping has been a critical part of strategically transforming an organization’s customer experience. Taking part in a cross-functional journey mapping workshop can be exciting, fun, and inspirational. Recently, while facilitating a journey mapping workshop for a healthcare company on the east coast, we saw constant light bulb moments. […].

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

How to Use Hashtags on Twitter and Rock Your Social Media World

LiveChat

#YOLO, #throwbackthursday, #summer, #chillout, #nofilter, #nocomment. Hashtags are everywhere. We use them on Instagram, Facebook (are they even working there?) and on Twitter. Hashtag this, hashtag that. What is a hashtag? It’s any word or phrase with the # symbol immediately in front of it.

Customer experience design: How to improve CX by designing for reliability

MyCustomer

Engagement. How to improve CX by designing for reliability

Your Own Personal Assistant? It All Adds Up!

Avaya

If you’re a highly paid CEO of a large multinational, then you probably already have a personal assistant taking care of your life, so you won’t need to read any further.

Performance Reviews vs. Performance Management

Customer Interactions

Nearly 10 years ago, Harvard Business School professor James L. Heskett noted that performance reviews “rank alongside root canal dental work on our list of things we look forward to as managers and employees.” Yet despite near-universal frustration with the process, the HR-mandated performance review has long been a mainstay in the modern business world

How to Make the Transition to Customer Service Outsourcing

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.

Here’s Why My Cat Can Never be a Customer Service Leader

Steve DiGioia

This original article was written by Steve DiGioia. A touch of independence mixed with patience, possessing a definite superiority complex and territorial. These are some characteristics associated with the common house cat.