Thu.Jul 20, 2017

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10 Steps to a Better Agent Career Path

CX Global Media

10 Steps to a Better Agent Career Path. The high energy and the feeling of ‘making a difference’ are all highly attractive components for many choosing to work in the contact center industry. But it can become unattractive for people that want to continue to grow and build their skills. It may seem like a dead-end job. To retain these important people, contact centers must have a better agent career path that is worth following.

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The School of Hard Knocks… Are You a Graduate?

Contact Center Pipeline

The “School of Hard Knocks” is an idiom that means the (sometimes painful) education one gets from life’s usually negative experiences. It is contrasted with formal education and was coined by Elbert Hubbard in a piece he wrote about himself for Cosmopolitan in 1902. Let’s face it. Whatever other degrees one might possess, a degree […].

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The Technology Industry NPS® Benchmarks

CustomerGauge

The technology industry has been continuously disrupting and leading markets when it comes to innovations and customer experience. Companies like Apple, Dropbox, Cisco, HPE Software and Veeam Software have served as real examples to other businesses for customer-centricity and above all business growth. When it comes to customer loyalty and retention, the technology sector scores an […].

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12 Worst Things Never to Say to Angry Customers

Provide Support

12 Worst Things to Say to Angry Customers. It’s no secret that customer service employees have to deal with angry customers nearly about 80% of the time. In this digital age only a few people will call your support to inquire about a product or service when most of the answers can be easily found online. While you obviously can’t control problems caused by malfunctioning products or service errors, you can control how you respond to complaining customers.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Three Easy Ways to Engage Your Customers

Toister Performance Solutions

The Westin Portland was my favorite hotel. It's slated to leave the Marriott (nee Starwood) family at the end of this month and I'm sad to see it go. I've stayed there many times and have always felt welcome. I even wrote about it in my blog and in my book, Service Failure , where I shared some of their secrets for outstanding service. One thing The Westin Portland consistently did well was customer engagement.

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Contact Center Industry Leaders’ Impression of Amazon Connect

Bright Pattern

March of this year, at Enterprise Connect, Amazon launched Amazon Connect and entered into the Customer Interaction Management and Contact Center Industry. Although there has been a lot of buzz around the announcement, industry experts have differing views on whether Amazon Connect will succeed and whether they will disrupt the contact center market.

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Turning Mistakes into Customer Loyalty

Love Your Customers

Wouldn’t it be great if we lived in a world where everything went exactly the way we wanted everyday, with every transaction we touched. Imagine a world where every process was foolproof and worked 100% correctly all the time. A place where every customer got what he or she needed, on time, every time. EERRRRRCCCHHH (Insert sound of needle scratching record).

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3 Ways Retailers Can Improve Customer Experience With Their Contact Center

Calabrio

No one ever said working in retail was easy. There are long hours, narrow margins, heavy competition and the threat of loss at every turn. You spend most of the year in the red, hoping for a big holiday season, and sometimes it doesn’t happen. Succeeding in retail is tough and these days it’s much more difficult. Online retailers — of which Amazon is the most notable, but hardly the only — have completely changed the market landscape and put yet another pressure on this difficult market.

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Rapid and Easy Authentication is to be Expected with Visual IVR

Uniphore

Authentication is critical to security, so it is fortunate to note that when it comes to identifying customers, most automated customer service systems are able to authenticate the consumer. Authentication, of course, is not only beneficial for security purposes, it also helps to improve the personalization of the experience a customer receives. Read More.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Announcing the 2017 Customer Experience Champion Awards – Europe

Clarabridge

It’s that time of year again! Show us how you’re delivering state-of-the-art customer experiences! We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CXC) awards – Europe. The awards recognize organizations and individuals who are transforming their business by leveraging customer experience management strategies – this can be for both social customer service and/or part of a multi-channel customer experience program.

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Developer Advocacy: Why Brands Must Go Deeper Than Developer Evangelism

Influitive

This is the third post in a developer relations and advocacy series. In my previous posts, I touched on the concept of developer advocacy—AKA turning developers into brand advocates. In this post, I’ll cover how developer advocates are different from developer evangelists, and where growing a community of advocates (and shifting the mindset of your.

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Webinar: Case Study – Turning NPS Into Business Improvement Initiatives at Manheim

Genroe

The post Webinar: Case Study – Turning NPS Into Business Improvement Initiatives at Manheim appeared first on Genroe.

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Ginger Conlon Interviews Verint’s Ryan Hollenbeck

Verint

Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Ginger Conlon, contributing editor at MarTech Advisor. During this video discussion, they explore the ways marketing can help drive positive change for customers within an organization, key challenges and opportunities regarding customer service and customer experience, and how technology will continue to evolve.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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How Would You Die On Game Of Thrones?

Amity

Winter is finally here, and the people of Westeros haven’t been very proactive about it. Customer Success Managers know that being proactive can save them from churn, but there’s always a chance that your beloved accounts decide to leave you. Based on these leading causes of churn, how would you die on Game of Thrones? SPOILER ALERT, this post focuses on characters who have lost their lives on Game of Thrones.

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Why Agent Experience is the Foundation for Customer Service

Talkdesk

This piece was originally written by Jon Braga, Customer Advocacy Thought Leader, for Opentalk magazine. In planning sessions, we talk about how we can improve the customer experience (CX). But, when was the last time you worried about the agent experience? Unless you’re working at one of the unicorns of support service, this topic does not get the same level of attention as CX.

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The Age of Agent Engagement

Aspect

Today, we released part 2 of our Agent Experience Survey focusing on an essential part of any successful contact center: agent engagement. In this report, we dive deeper into the idea of engagement answering key questions like: How does employee engagement influence job satisfaction? What factors are holding employees back from being fully engaged? What is the business impact of an engaged agent?