June, 2016

Marketing Solutions to More Actionable Insights

C3Centricity

Marketing depends upon actionable insights to satisfy and delight their customers. How comfortable are you with your own process and the actionability of the results? Insights are the holy grail that all businesses seek but rarely find. Are you one of them?

The Social Media Customer Service Opportunity

NICE inContact

Earlier this year I had an issue with an airline so, as many of us would do, I called them. I was greeted with an automated message telling me that the wait time is expected to be 90 minutes. Naturally, I did what many of my fellow millennials would do and took my issue to social media.

Are Your Bad Sleep Habits Ruining Your Contact Center Career?

BlueOcean

Humor us for a moment and set down that mug of steaming coffee before you keep reading. You know as well as we do that no amount of caffeine will perk you up if you’re feeling sleep deprived.

The 3 Customer Service Skills of Brilliant Support Teams

Kayako

This is a guest post by Lindsay Willott, founder of Customer Thermometer. I recently read the unputdownable The Hard Thing About Hard Things by Ben Horowitz, famed founder of tech VC Andreessen Horowitz.

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.

20 Customer Service Training Ideas and Activities for Busy Teams

Comm100

Whether you’re planning a training course or using external courses, it’s important to take a break and have some fun in order to keep your team members engaged.

More Trending

New Thinking, New Ideas, New Successes!

C3Centricity

Things have been pretty hectic for me these past few weeks. As you read this, I am in New York presenting at the CASRO Technology and Innovation Event, 6th to 7th June.

Tools 238

Call Quality Monitoring Dos and Don’ts

NICE inContact

Customer experience is a huge factor in bringing consumers back into the fold as repeat customers. A major facet of a customer’s experience is the customer service exchanges they have with your company’s representatives.

Communication, communication, communication! Why you cannot ‘over’ communicate when it comes to Customer Experience

ijgolding

I have written many times in the past about the importance of effective communication if an organisation has an intention to deliver consistently better Customer Experiences.

The 3 Customer Service Skills of Brilliant Support Teams

Kayako

This is a guest post by Lindsay Willott, founder of Customer Thermometer. I recently read the unputdownable The Hard Thing About Hard Things by Ben Horowitz, famed founder of tech VC Andreessen Horowitz.

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.

15 Top Customer Service Training Courses for Your Agents (Half Are Free)

Comm100

Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction.

Course 205

These 3 obsolete market research practices are on their way out

Vision Critical

Ray Poynter, director of Vision Critical University, is no stranger to the Customer Intelligence Summit. One of the top influencers in market research , Poynter has delivered some of the most popular and most provocative presentations at the past Summits.

Marketing Research and Single Women Buying SUVs

MaritzCX

Earlier this week, Bloomberg reported on insights that a MaritzCX program provided to the auto industry – that single women were responsible for an increasing percentage of small SUV sales. I’m a college student, interning at MaritzCX and part of the CX Café team.

Speech Analytics: Changing the Game for Contact Center Technology

NICE inContact

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. In the past, organizations have relied on humans (i.e.,

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.

3 Ways to Update Customer Experience for Millennials

360Connext

Do millennials really approach everything differently than generations before them? Or are the challenges of designing for them simply the same challenges as designing and delivering experiences for any group? Yes, millennials approach the world a little differently. But so does every generation.

How to Scale a Support Team Around the Globe

Kayako

If you contact Geckoboard for support, your request could be handled from Christchurch (New Zealand), Mumbai (India), London (England), Boston (US), Seattle (US) or Kilauea (Hawai’i, US).

How To 199

Customer retention: 35 data-backed approaches

Customer Bliss

I talk often about customer experience , but recently I’ve heard from some followers that they’d like a bit more on customer retention. The first thing to understand about customer retention is that obviously it comes straight from customer experience.

USAA and Publix Top 2016 Temkin Customer Service Ratings

Experience Matters

USAA earned the highest score in the 2016 Temkin Customer Service Ratings for the fourth year in a row. These Ratings evaluate the customer service of 277 companies across 20 industries based on a study of 10,000 U.S. consumers (see.pdf with full list of companies). You can see all of the company data on the Temkin Ratings website. […]. 2016 Temkin Ratings Customer experience customer service

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.

Nice to meet you! How well do you know your colleagues?

ijgolding

I recently wrote an article for my column on CustomerThink entitled ‘How Well Do You Know Your Customer?’ – the premise was around the significance and necessity of creating customer personas. You can read the article here.

The Customer is Changing: Decipher the Clues

NICE inContact

No, this is not another story about how customers are changing because of iTunes, hands-free calling, mobile shopping, show-rooming or what Zappos and Amazon are doing now. This is a story about finding the hidden gems in your customer interaction data.

Reflections of A Practitioner: CX Maturity, Customer Expectations and the Use of Predictive Analytics

MaritzCX

Following my four years leading the CX practice for, arguably, the best airline in the Americas, JetBlue, the transition to the “provider” side of things since last May has been very interesting.

How to Get Customer Feedback the RUF Way

Kayako

We live in an age where customers expect to be able to give their feedback on everything almost instantly. Products can be instantly reviewed on Amazon, restaurants critiqued on Yelp, hostels on TripAdvisor.

Exceptional Experiences for Employees and Customers

One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

Improve customer experience through design for reliability

Customer Bliss

“Proactive experience reliability and innovation” — which is another way of discussing design for reliability — is one of my five customer experience competencies , which I’ve developed over 30+ years of doing this customer-driven work with companies of all sizes.

Whirlpool and Samsung Earn Top Customer Experience Ratings for Major Appliances

Experience Matters

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Of the 10 major appliance companies we looked at, Whirlpool earned the highest score with a rating of 60%, putting it in 153rd place overall out of 294 […]. 2016 Temkin Ratings Customer experience Bosch Electrolux Fujitsu GE Haier Hitachi LG Samsung Toshiba Whirlpool

Survey 183

Why Positive Word-of-Mouth is Insanely Powerful

360Connext

What do you think when someone tells you about something that’s “gone viral?” Do you think it’s a funny video? A cringe-worthy comment? A parody of the latest topic in the zeitgeist? I don’t know about you, but I don’t think of customer experience as a recipe for going viral. Cat videos? Absolutely.

Video 181

Customer Experience Commitment – 2016 Customer Centricity Research Findings

ijgolding

When it comes to the subject of Customer Experience, there are many questions I would like to know the answer to. The problem with my subject, is that very often, there is no right answer!

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

Reflections of A Practitioner: CX Maturity, Customer Expectations and the Use of Predictive Analytics

MaritzCX

Following my four years leading the CX practice for, arguably, the best airline in the Americas, JetBlue, the transition to the “provider” side of things since last May has been very interesting.

How to Get Customer Feedback the RUF Way

Kayako

We live in an age where customers expect to be able to give their feedback on everything almost instantly. Products can be instantly reviewed on Amazon, restaurants critiqued on Yelp, hostels on TripAdvisor.

The 17-second customer experience strategy

Customer Bliss

I’ve been doing customer experience strategy and customer-facing, customers-as-growth-engines work for north of 30 years now. I’d never claim in reality that you can ‘hack’ the system in 17 seconds. The work is hard and demanding.