April, 2016

14 Steps to Create the Perfect Live Chat Customer Experience


Is your organization looking for ways to improve customer experience on live chats? Perhaps there are new hires in your company who are having a hard time getting to grips with live chats. Are you looking to improve your customer handling time (CHT) on chat?

How Marketers Like You Are fully Benefiting From This Awesomely Changing World that is Marketing


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How to Build a Seamless Customer Experience

Customer Bliss

A seamless customer experience gets delivered when you answer the questions your customer is asking. It’s as simple as that. Getting there, however, takes a lot of work. Let’s focus on the role that customer journey maps play in a seamless customer experience.

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The Key to Performance Management Success

NICE inContact

Setting goals can be challenging at any level of the organization. Contact center professionals are asked to balance costs with quality, service and the increasing demand across new channels.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

CXFusion Recap: In Your Own Words


Customer experience (CX) professionals, business leaders, and research experts gathered in Vegas this week to attend CXFusion. This year’s conference energized a record number of attendees with insights, connections, and tools for building and extending CX programs that deliver hard business results. Did you miss the conference? Here’s a quick recap of what we experienced. View Article

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How Documented Procedures Can Make Your Customer Support More Effective


This is a guest post by Owen Enaohwo of Sweet Process. Are you looking to develop trust with your support team? Without this trust, they will not be able to perform at their highest level. By creating documented procedures for them, you can build this trust and achieve consistent results.

Running with a 92 Year Old Man: Lessons in Living and Serving Fully

Michelli Experience

(This is the first time in which I have incorporated original content from my monthly newsletter into a blog post. Hopefully, when you you read about Ernie Andrus you will understand why!). In 1998, I remember reading Tom Brokaw’s fascinating book The Greatest Generation.

Why You Need To Establish Your Company Core Values List

Customer Bliss

When working with companies on developing customer-focused growth cultures, I often get asked about this idea of a company core values list.

3 Best Practices for Boosting Your Outbound Results with the Cloud

NICE inContact

Outbound dialing technologies have undergone a recent revolution to accelerate sales, boost agent productivity, and increase customer satisfaction – and cloud contact center solutions are leading the way.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

What Happens When Everyone Owns the Customer Experience?

Experience Investigators by 360Connext

It’s become cliché to say it, but everyone does own the customer experience. If the custodian sweeping up doesn’t believe his role plays a part, then it’s easy to pull the thread and suddenly nobody thinks they own the experience overall. I ask this question a lot when I speak to groups.

How to Hack Customer Empathy Like an Apple Store Genius


“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” ” – Steve Jobs. A few years back, the internet erupted when the people at Gizmodo got their hands on the copy of the Apple’s Genius Training Manual.

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5 powerful TED videos that will make you a smarter researcher

Vision Critical

With over 2,000 videos available to the public, the TED website is one of the best free resources available for customer intelligence professionals today. If you are a market researcher, an insight professional or user of insight, TED videos could be a source of lessons and inspiration.

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Join Us for Elevate Summit in London


After our recent success with Elevate Summit in Austin, TX. We’re delighted to announce that Elevate Summit will be coming to London!

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Better Managerial Decision-Making For Customer Growth

Customer Bliss

Tim Calkins, a marketing professor at Northwestern’s Kellogg School of Management, wrote an article in early 2016 entitled “Nobody Asked For Uber.”

Developing Your ‘North Star’ — The Importance of Clarifying Your Purpose


The North Star has been used for the purposes of navigation for centuries. Acting as a guiding light, people have used its brightness and prominence in the sky to ensure they are travelling in the right direction. The principle of the North Star works as a fantastic analogy in the world of business.

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5 Helpful Contact Center Tools for Managers

NICE inContact

A mechanic would have a tough time trying to perform even basic maintenance on a vehicle without a good set of tools. It may be possible to change an oil or air filter without tools, but how about changing a flat tire or replacing the alternator? Good luck loosening a single lug nut with your bare hand. The same is true of any industry including contact centers. You might be able to take phone calls with just phones, but you won’t be able to do a very good job with just the bare necessities.

Three Ideas to Re-Humanize Patient Experience

Experience Matters

I was recently interviewed for an article that discusses a post where Fox News journalist John Stossel describes his experience as a lung cancer patient at the New York-Presbyterian Hospital. First of all, I hope that Stossel’s treatment is successful. And although I don’t fully agree with his analysis of the industry, I do agree with his observation […].

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

CXFusion 2016 Recap: In Your Own Words


Customer experience (CX) professionals, business leaders, and research experts gathered in Vegas this week to attend CXFusion. This year’s conference energized a record number of attendees with insights, connections, and tools for building and extending CX programs that deliver hard business results.

What HR Wishes WFM Knew About Call Center Employee Experience


Put your hand up if you grew up wanting to be a call center agent. Nobody? We get it… Our industry has gotten a bad rap from some true horror stories and the stigma sticks to all of us in some way or another.

A surefire concept for overcoming negativity in the workplace

Customer Bliss

Negativity in the workplace is brutal. I’m not even talking about the normal culprits like gossip or ineffective managers confusing ‘accountability’ and ‘scaring their employees.’

Using data to improve customer experience – Ian Golding interview with ReachForce


I recently conducted an interview with ReachForce on the subject of ‘using data to improve Customer Experience’ – here is what I had to say… How did you become so passionate about customer experience management? In reality, I think I must have been born with a passion for CX!

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Customer Experience Management: A 3-Legged Stool

In today's business world we know that customer experience management has a huge impact on satisfaction levels, customer loyalty, and even profit. But there's more to it than just customer service - learn more about the 3 legs of CEM.

How customer intelligence software helps companies fight the survey epidemic

Vision Critical

Jon Reed, the co-founder of the website diginomica , is sick and tired of surveys. Every customer interaction, no matter how trivial, triggers a survey,” he grumbles in a recently published article. “If If my toothpaste company knew when I finished brushing, they would send me a freaking survey.”.

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Happy 5th CXPA! From A Proud Founder

Experience Matters

Five years ago, I announced the creation of the Customer Experience Professionals Association in a blog post called… Announcing The CXPA; Customer Experience Professionals Unite! In that post, I listed these objectives that co-founder Jeanne Bliss and I had for the CXPA: There are many customer experience networking groups, but the industry has hit a […]. Customer experience

CXFusion Recap: In Your Own Words


Customer experience (CX) professionals, business leaders, and research experts gathered in Vegas this week to attend CXFusion. This year’s conference energized a record number of attendees with insights, connections, and tools for building and extending CX programs that deliver hard business results.

Begging the Question During Implementation

NICE inContact

“Judge a man by his questions rather than by his answers.” ― Voltaire. Driving an implementation is not unlike driving a car—there are many roads to take, but how you steer and what roads you choose can be the deciding factor in the overall time and resources spent in reaching your destination. With that in mind, it is paramount to always evaluate and reevaluate the tools you have at your disposal.

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.

How to improve listening skills for customer growth

Customer Bliss

Research indicates that, if you want people to listen to you, you typically need four elements taking place: That’s: Authority, or your knowledge and expertise in an area. Empathy, or your ability to connect with others. Collegiality, or your tendency to collaborate and stay transparent.

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What Can You Do to Reduce Customer Effort Today?

Experience Investigators by 360Connext

I have a question for you today. Think about how much effort you exert every day. You have responsibilities. You work hard, you care about the results you get, and you are a leader in a professional sense. You also have the regular responsibilities of life.

The importance of persistence – why Customer Experience can only work if it is part of a long term business strategy


There are a number of things that comprise the characteristics of great Customer Centric leaders – courage; vision; passion; authenticity; humility; belief; are just some of them. I am sure you can think of more as well. There is no doubt that I could write about each one in turn!