Wednesday, November 30, 2016
Technological trends have set the stage for a new level of customer support and satisfaction. In fact, the way that companies interact with their customers has changed just within the last ten years due to the invention of certain apps, smart phones, and other such things that have made our society and businesses more technologically advanced.
Technological trends have set the stage for a new level of customer support and satisfaction.
Source: 5 trends shaping #CustomerExperience
Tuesday, November 22, 2016
By and large, nonprofit organizations depend on a different set of motivations to stay afloat than those in the private sector do — i.e.
How 3 non-profits approach #CustomerService
Monday, November 21, 2016
Have you heard the story about the guy who walked into a Nordstrom store to return four snow tires? In 1975 a man pulled up to a store with four snow tires in the bed of his truck. He had bought the tires at this location several weeks ago and needed to return them.
In my exclusive column for CustomerThink last month, I shared my “top tips” for creating the right culture to enable an organisation to become genuinely customer centric.
#CustomerExperience an entire company's priority
Friday, November 18, 2016
Can a single tweet topple a great company? It hasn’t happened yet, but a chorus of unhappy tweets from a group of unhappy customers can do a lot of damage to a company that isn’t providing the kind of customer experience that consumers now demand.
#CustomerExperience and Brand Evangelists
We're in the midst of a major workplace transformation. For centuries, the focus was on task-oriented laborers, whose primary output came from their hands.
#EmployeeEngagement and Workforce Transformation
Thursday, November 17, 2016
Listen Clear Realizes Rapid Return on Investment with Virtual Observer’s Cloud U-wfm solution in Their Growing Five9 Environment
SMB Cloud #WFM solution from CSI yields fast returns for ListenClear
Facing a challenge due to their surging growth rate, Listen Clear set out to find an affordable and scalable workforce management solution which would handle their spiking staffing numbers and help them field all calls. They were missing 20% of their call volume.
For a call center to function properly, you will require trained and competent professionals, the best call center software and implementation of proper protocols and workflows. Now, finding the best software is easy.
#WFO tips for your contact center
Thursday, November 10, 2016
When customers deal with your organization, they don’t care which department they are communicating with – they simply want the best possible experience and service.
3 ways to extend #CustomerService across the enterprise
Wednesday, November 09, 2016
For comparison, KFC had a "thank you" rate of 84.9%. McDonald's rate was 78.4%, putting it in 14th place out of the 15 chains analyzed. In 2015, Chick-fil-A generated more revenue per restaurant than any other fast-food chain in the US.
Chick-fil-A excels at #CustomerService
I’ve lived in Oregon for a year now and I can say without a doubt that the summers here are incredible. For those that love the outdoors, it stays green and doesn’t get too hot or humid.
#CustomerExperience through the eyes of a child
Monday, November 07, 2016
The contact center community tends to gravitate toward mantras, buzz phrases and movements. Over the years, concepts like “the customer is always right,” “the multichannel revolution,” and “the age of the empowered customer” have functioned as cornerstones for contact center strategy.
6 themes for the future of the #ContactCenter
Thursday, November 03, 2016
Having worked in contact centers installing OMS and ERP systems in hundreds of multichannel companies, we know the value they bring to your business. Here are some of the ways: In stark contrast, many ecommerce pure plays largely don’t see or haven’t experienced the value of contact centers.
9 ways to improve #ContactCenter operations
Wednesday, November 02, 2016
Disruptor. It’s a digital-era buzzword that usually applies to companies leveraging new technology and introducing new business models that are leaving incumbents in the dust. But armed with the power of the Internet in their pockets, today’s true disruptors aren’t companies, but people.
New rules of #CustomerEngagement
1) “Treat people as if they were what they ought to be and you help them become what they are capable of becoming” - Johann Wolfgang von Goe...
The quality of your customer service is directly related to your level of customer satisfaction, which — of course — is ultimately tied to...
Call center employees are the secret superheroes of every brand. These agents wield incredible power when it comes to customer experience,...
Companies today have articulated mission statements that guide the organization. In utilities, many of these mission statements include la...
Utilizing Social Media Marketing within the Workforce Optimization process accelerates customer experience gainsThis customer profile features a Fortune 500 clothing retailer, which includes a chain of popular women’s wear outlets and has multiple c...
Somewhere along the line, the customer service industry envisioned that it would be a great idea to start scripting everything. On the sur...
Listen Clear Realizes Rapid Return on Investment with Virtual Observer’s Cloud U-wfm solution in Their Growing Five9 EnvironmentSMB Cloud #WFM solution from CSI yields fast returns for ListenClear Facing a challenge due to their surging growth rate, Listen Clear se...
An enterprise healthcare provider in the Midwest has seen an increase in their average handle time and a reduction in the overall number of...
This informative article was originally written by customer experience expert Blake Morgan . We all have good intentions. We wake up, s...
In my exclusive column for CustomerThink last month, I shared my “top tips” for creating the right culture to enable an organisation to be...