Friday, February 27, 2015

AAFES ties Wal-Mart for low satisfaction



Army and Air Force Exchange Service stores are now tied with Wal-Mart stores for the lowest ranking in customer satisfaction among the largest retailers, according to a national survey of customers.



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How to Become PCI Compliant – connectfirst.com


Source: www.connectfirst.com


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Gen X and Y overlooked by life insurers: EY



Gen X and Y are overlooked by Canadian life insurers, according to an EY report. Exploring this underserved consumer market will help insurers achieve growth and relieve pressure on costs and margins.



Source: www.advisor.ca


The Insurance industry has to change to meet the expectations of Gen X and Y. #custserv #custexp #callcenter


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The Uberfication Of Market



Deepak Advani, GM, IBM Commerce, on how the buyer fares in the age of mobile-meets-social media marketing phenomenon



Source: www.businessworld.in


Social meets Mobile and its a game changer, for marketers and for #custserv and #callcenter operators- \think surge pay for agents. Do you have a plan for the new world order?


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5 SIP trunking considerations to maximize your ROI



More businesses are adopting SIP trunking than ever before, but they want to make sure their investment pays off. A UC analyst provides some smart advice



Source: blog.allstream.com


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Customer Service Debacle Resolution Teaches Valuable Business Lesson



Recently Intuit, the company that created TurboTax software for individuals to do their own taxes, made a customer service mistake.



Source: www.hyken.com


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Customer Journey Mapping made easy




Customer journey maps are a critical tool to improve your customer experience. Learn how to integrate research-based journey maps with workshops to bring this …

Source: www.slideshare.net


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Thursday, February 26, 2015

Digital Channels …the Bottom Line



A new report published by Dimension Data suggests that contact center operators must deliver Digital Engagement or Die- Nice to know we have a choice.Dimension Data research predicts significant changes to the #contactcenter landscape –87% increase in non-voice traffic and 42% decline in voice traffic in #callcenters in just 2 years.How will this shift impact your centers and your Customer Experience? Many call and contact center operators have been sitting on their hands over the past few years



Source: www.linkedin.com


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Everything You Know About Your Contact Center is Changing…Fast

ct-7 By: Colin Taylor

A new report published by Dimension Data suggests that contact center operators must deliver Digital Engagement or Die- Nice to know we have a choice.

Dimension Data research predicts significant changes to the #contactcenter landscape – 87% increase in non-voice traffic and 42% decline in voice traffic in #callcenters in just 2 years.

How will this shift impact your centers and your Customer Experience? Many call and contact center operators have been sitting on their hands over the past few years and ruminated about whether or where to invest in the face of a changing environment. “Do we perfect multi-channel?”. “Should we invest to make our interactions seamless; cross channel or omni-channel?”. “How do we empower our agents to support and deliver the Customer Experience?”


The Bottom Line

As the report clearly states, as Bob Dylan so famously sang ‘the times they are a changin’, so every call center operator will be forced to change their operation to adapt in this period of significant change. The bottom line, from my perspective is that organizations need to invest in mobile as the best value proposition to hedge their bets as we move to a new, albeit digital normal. Visual IVR, text and SMS chat, web enabled content and self service designed for mobile will quickly become table stakes and expected from all organizations who strive to deliver on their customers expectations, and the desired customer experience.


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Teleperformance : 2014 Annual Results

Source: www.marketwatch.com


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Contact Center Trends 2015 | Altivon Blog


Contact center trends from Forrester, Interactive Intelligence, McGee-Smith, Vanguard including mobility, cross channel, cloud, WFO, customer experience.



Source: www.altivon.com


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Wednesday, February 25, 2015

Taking a serious look at the Customer Experience for a ROI


Blog: Investing in the Customer Experience gives a clear return on investment. In this article we look at the evidence of ROI from Cx



Source: www.crtviewpoint.com


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72% of Businesses Don’t Understand Their Customers



80% of businesses believe they provide ‘superior’ customer service, but only 8% of their customers agree. Grow sales organically by connecting these stats.



Source: http://ift.tt/1DU1cco


In 5 years the gap between companies that think their Customer Service is superior and the percentage of customers who agree has grown. What does this say about our ability to listen to and understand our customers? #custserv #cx #customerservice #cctr #callcenter


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The Power of Word of Mouth Influencers: Your Existing Customers!



Did you know that more than 4 out of 5 consumers value word of mouth recommendations over all other sources? Amazing isn’t it? The power of a trusted opinion! Local influencers are people Small Bus…



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Mapping The Data Driven Customer Experience Journey



Investing in a comprehensive customer experience program enables organizations to effectively connect with their customers, enhancing service delivery and



Source: winthecustomer.com


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3 Ways to Create Customer Experiences That Boost Sales



Consumers make purchasing decisions for reasons far more complex than price. Understanding that psychology is a big marketing advantage.



Source: www.entrepreneur.com


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4 Causes of Remarkable Customer Service



As we’re preparing for our annual Focus Group, it got us thinking about customer service.The focus of our event is to continue providing and improving – not only our software solutions – but the overall service delivered to each of our customers.What better topic to discuss than one about delivering exceptional service to your clients then, right? As a stadium manager, how does your service measure up?Are you proactively (and regularly) handling guest requests, complaints, and exceeding their expectations throughout the process? Are you still waiting for the complaint calls



Source: www.linkedin.com


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Tuesday, February 24, 2015

Customer Service Issues … Here’s Three of Them!



Every business or organization will have issues with customer service from time to time. As always the question is, how and what should you say during the interaction?In my Customer Service Course, I offer numerous suggestions as to how to manage specific situations. In this issue of The Training Shelf, we will discuss three of these issues and some suggested responses, although you should develop your unique custom responses: Customer Refuses to Listen to Reason, Customer Insists on Being Right



Source: www.linkedin.com


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Comcast Customer Service Woes Called ‘Critical’ Priority For 2015; CEO Admits Company Falls Short



Discussing 2014 earnings, Comcast CEO Brian Roberts spoke of reinventing customer service, but not everyone is convinced.



Source: www.ibtimes.com


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Major Canadian Bank Launches Customer Service via Texting – Techvibes.com



This week TD Bank Group announced the launch of customer service through SMS in Canada via



Source: www.techvibes.com


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Major Canadian Bank Launches Customer Service via Texting – Techvibes.com



This week TD Bank Group announced the launch of customer service through SMS in Canada via



Source: www.techvibes.com


How quickly will other banks follow TD in employing text for customer service? #custserv #cctr #custexp


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20 Shocking Customer Service Facts and Stats (Infographic) | Provide Support


20 Shocking Customer Service Facts and Stats [Infographic]: http://t.co/bdoSyOcdoO via @provide_support #CSAT #custserv



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AARP Creates a Customer Experience That Builds Value | Loyalty360.org



AARP puts the customer first but creating personal messaging and programming to drive the customer experience.



Source: loyalty360.org


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Rusty Warner’s Blog


We all know that empowered customers expect brands to deliver contextually relevant experiences based on their individual preferences for content, timing, location, and channel(s).



Source: blogs.forrester.com


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Omnichannel: Add Dimension to Your Contact Center – No Jitter


Creating an omnichannel experience can give consumers a single view of a brand across physical and online channels.



Source: www.nojitter.com


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5,000 Jobs at Risk as BPO Giants Merge, Says BPO Network Group | Manila Channel



Over 5,000 BPO workers are at risk to losing their jobs as call center giant West Contact Services Inc. (WCSI) sells its shares to fellow BPO company Alorica. Perceived to be one of the biggest mergers in the BPO industry in the country, the employees of West Contact Services are now uncertain on whether they get to retain their jobs after the acquisition pushes through. Photo by Rappler “The employees of West Contact Services Inc. are uncertain of how the acquisition will impact their employm



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How Gamification Can Drive Real Business Results in Banking



Gamification has the potential to increase engagement and loyalty in the banking industry, but is your financial institution ready to play?



Source: thefinancialbrand.com


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Silah to provide contact centre services for McDonald’s



Bahrain-headquartered Silah Gulf, a contact centre and customer experience solutions company, said it has been selected as the contact centre service provider of choice for McDonald’s Bahrain.



Source: www.tradearabia.com


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Monday, February 23, 2015

Who’s serving up amazing customer experience? |


Source: www.sgconsulting.ca


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6 Steps to Becoming a Confident Call Centre Manager



6 Steps to Becoming a Confident #CallCentre Manager ▸ http://t.co/heqyzsVhni #cctr #callcenter #contactcenter



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Call center to hire 30 people – Fowler Tribune



The Project Resource Group recently announced it is looking to fill 30 positions at its La Junta center.



Source: http://ift.tt/1zzjAm3


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Where To Find Proactive Customer Service Opportunities



Where To Find Proactive Customer Service Opportunities Or Transform Your Customer Experience By Making Your Customer Service Proactive – Part 2



Source: www.forbes.com


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Spotlight | Driving Momentum Around CX in 2015



Though customer experience will never go out of style, customer strategy often falls behind the times.



Source: www.1to1media.com


The latest trends in #cx can look appealing and tempt many. But at the end of the day the pundit promoting some new trend or technology are like the blind men feeling one part of the elephant and trying to name what they are touching. We see or perceive one element to the detriment of the others. We need to have a 360 degree view of the customer and their expectations.


#custserv #custexp #callcenter


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2015 is the year of customer obsession – IT-Online


Becoming customer-obsessed is one of the top five trends that will impact the contact centre industry this year, according to one of the experts at the Interactive Intelligence panel discussion. To be truly competitive today, companies have to become “customer obsessed”, contact centre experts say. Enhancing customer experience is one of the top five trends …



Source: it-online.co.za


Enhancing the #custexp is a key trend for 2015. This should be on the top of you #callcenter ‘To Do’ list every day. #custserv


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Is the drive towards online banking damaging genuine customer service? | Isle of Man News :: isleofman.com



The latest news for the Isle of Man



Source: www.isleofman.com


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Friday, February 20, 2015

THE WAY FORWARD – Issue 5 February 2015 – Missing the mark


Source: http://ift.tt/1t0YaON


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IAOP Releases The 2015 Global Outsourcing 100 and World’s Best Outsourcing Advisors | PRLog



IAOP Releases The 2015 Global Outsourcing 100 and World’s Best Outsourcing Advisors. IAOP® today announced its annual Global Outsourcing 100® and World’s Best Outsourcing Advisors lists. The lists were released at the opening day of IAOP’s 2015 Outsourcing World Summit, at the JW Marriott Phoenix Desert Ridge, in Phoenix, Arizona. – PR12425792



Source: www.prlog.org


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Why Walmart Giving Their Workers Raises Is Smart Business



This week, the Associated Press reported that Walmart will spend $1 billion on raises and training for its lowest-paid employees. Workers will now earn, at the very minimum, $9-an-hour, and then get $10-an-hour if they stick around for six-months.The decision comes after a wave of protests about the wages Walmart and other retail giants pay their employees and the benefits – or, perhaps more accurately, the lack thereof – they offer. So the move will unquestionably give them some good PR, at the



Source: www.linkedin.com


With many #callcenterr operators


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Wednesday, February 18, 2015

JetBlue Accepting Apple Pay



To enable Apple Pay in the air, more than 3,500 crew members will be equipped with iPad minis and NFC-enabled cases, loaded with a custom-designed iOS app—The Inflight Service Assistant. This initiative is the latest step in JetBlue’s use of mobile technology to offer better customer experience and support a paperless cockpit.



Source: mobileenterprise.edgl.com


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E-Commerce Sales – Luxury brand Michael Kors registers 73% growth in online sales in Q3 – Internet Retailer



Internet Retailer – E-Retailers/E-Commerce Sales – Luxury brand Michael Kors registers 73% growth in online sales in Q3



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Friday, February 13, 2015

Six Ways Brands Can Use NFC Technology to Enhance Customer Experience, Customer Loyalty | Loyalty360.org



Here are six ways brands can use NFC technology to augment customer experience and customer loyalty



Source: loyalty360.org


Bluetooth beacons


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Persona Mapping Techniques – Customer Person Creation Toolkit


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Understand The Promise Of Real-time Speech Analytics To Prepare To Overcome A (Large) Budget Hurdle



“With the gift of listening comes the gift of healing.” -Catherine de Hueck Doherty We’ve all heard the canned notifications when we call companies for customer service: “this call may be recorded for security or quality purposes.” Most customer…



Source: blogs.forrester.com


Real-Time Analytics can be a game changer for #custserv #callcenter operators.


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Behind the scenes of a 911 emergency call center – The Auburn Plainsman



Behind the scenes of a 911 emergency call center – Five computer screens provide a backdrop as Auburn communications dispatchers take calls from the public and police. Responding to an officer on a traffic stop the dispatcher types in the driver’s…



Source: www.theplainsman.com


911 is a critical service for all and of course it is also a #callcenter. Take a peek behind the covers. #cctr


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Butte Call Center recognizes National 211 Day – KRCRTV.COM



Much like 911 is for emergencies, and 411 is for business information, 211 is for health and human services.



Source: www.krcrtv.com


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Thursday, February 12, 2015

Ryanair considering benefits of smartwatch technology



Ryanair’s Chief Technology Officer reveals that the low-cost carrier is exploring how wearable technology can help to improve the passenger experience.



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Your Loyalty Program Isn’t Creating Loyal Customers



How marketers can use customer data and insights to build effective loyalty programs, writes Forrester analyst Emily Collins.



Source: adage.com


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Brands, know your place: The importance of customer experience context



When starting out, brands by their very nature are inward looking. Before launching properly to market, they have to be very clear as to…



Source: www.thedrum.com


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Wednesday, February 11, 2015

3 Steps to Provide a Customer-Centric Online Experience – CX – perience



Enter Now and Discover 3 Steps to Provide a Customer-Centric Online Experience on Your Resource for Customer Experience Information, News, and Articles.



Source: cx.walkme.com


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Tuesday, February 10, 2015

Click-to-chat improves customer satisfaction



Infographic: Click-to-chat improves #CSAT http://t.co/Ptc1GiJ06o



Source: blog.teleperformance.com


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Tuesday, February 3, 2015

Top Trends – Immersive or Flexible Learning

ct-5

By: Colin Taylor


Immersive or Flexible Learning. Training and education is a key to being successful in any role or endeavor. Interacting with customers is one of the most critical tasks for any organization. This pivotal role impacts and in part determines if a prospect becomes a customer or if a customer will remains one. Yet in spite of the importance of this role with the company, this is generally viewed as an entry level position. A surprising number of organizations employ very limited screening and appear to be not terribly discriminating in the selection of customer service agents. Once hired the new agents are trained to interact with customer and prospects. All too often this training is comprised of sitting in a classroom; listening and watching a trainer show what needs to be done. This is often called the ‘Sage on the Stage’ approach. If not completed in a classroom the training may only include side by side observation of an experienced agent.

Bottom Line: Flexible or immersive learning replaces the ‘Sage on the Stage’, with the ‘Guide on the Side’. Course training or more accurately education is immersive. The approach combines classroom study with individual study (eLearning), group study, side by side learning, with quizzes, tests and exams. The approach allows the student to test their knowledge, recall and gauge their own progress. The individual learning is self-paced allowing the student to move forward at their own pace, not that set by the ‘Trainer’.
In a contact center environment this means faster learning, more comprehensive learning and better, more skilled and more effective agents. Of course some organisations will cling to the Sage on the Stage, but others will embrace lower costs, higher resolution, higher VOC, NPS and CSAT.


Let us know your take on this trend. How would you start on this journey? What were the stumbling blocks you encountered? How were they overcome?



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