Will Customer Experience Improve in 2014? – YES! Top 5 Reasons

Customer experience is more important than ever.  

Companies are realizing that creating and delivering an exceptional customer experience, one that is unmatched by the competition, is the key to gaining a competitive edge and the continued satisfaction and loyalty of the consumer.  

I believe that 2014 will eventually become “the year of the customer” with significant investments by companies that focus on customer experience.

Here are 5 reasons why customer experience will improve in 2014: 

The... continue reading this post »

President, DMG Consulting LLC

Donna Fluss is the President of DMG Consulting LLC, a firm specializing in customer-focused business strategy, operations and technology services. Ms. Fluss is a recognized thought leader and innovator in CRM, contact center and real-time analytics. She is the author of The Real-Time Contact Center and many leading industry Reports, including the Contact Center Performance Management Market Report, the Speech Analytics Market Report and the Quality Management/Liability Recording Product and...

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Contact Center Workforce Management

Maintaining a consistent working environment helps to provide dependable service to customers while supporting a stronger productive attitude. Managing your workforce uses key fundamental principles that other human resource programs utilize; however, these principles have been adjusted to apply better in scenarios specific for contact centers. Identifying employee challenges provides key information for building a strong, grounded strategy for unexpected situations.

Employee Talents

It is...

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13 Quick Tips for Showing Your Customers That They’re Always Right

When starting a small business, handling customer service isn’t too overwhelming yet. As the client base (hopefully) increases, though, juggling a steadily-growing pool of patrons becomes harder. Here are bite-sized suggestions for showing customers that they’re still always right.

1. Allow employees (or at least management) some leeway when it comes to resolving customer complaints. Sometimes slightly bending the rules means the difference between a satisfied customer and a fuming one.

2. Always...

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The C-SAT Paradox

What Customer Satisfaction Scores Really Mean in a Self-Service Focused World


As websites become more sophisticated and self-service options are continually improved upon, the idea is that fewer customers will need to call, chat or email in for assistance.  We know that consumers, particularly in younger generations, prefer to do things on their own, to find their own answers and solve their own problems using online resources on their own time.  Companies have focused a great deal on optimizing...

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Solution Providers Take a Closer Look at the Key Factors Governing the Adoption of Cloud Contact Center Technology

For most organizations, the key questions about moving their contact centers to the cloud are “When can we do it?” and “How can it best be accomplished?” as opposed to “Is it the right step?” But even in a business environment where companies are striving to meet rising customer expectations for responsive service on any channel they choose and looking to increase flexibility and agility, practical questions on logistics, costs and capabilities must be addressed before organizations make a...

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Customer Service and Social Media: 6 Reasons Why They’re a Perfect Match

When the Internet started gaining on small businesses, entrepreneurs didn't pay much attention to it. After a few years, though, they couldn't ignore it any longer. Today, customers of all shapes and sizes - newbies and regulars, happy-go-lucky and impossible-to-please – log on to weigh in. Today, customer experience - the good, the bad and the very ugly - is online for the world to see. How do businesses handle this overabundance of opinion? They make social media work for them and use it as...

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Creative Virtual Named as Finalist in 2014 Stevie® Awards for Sales & Customer Service

Creative Virtual, a leader in customer experience self-service solutions for global enterprises, was named a Finalist in the categories of ‘New IVR or Web Service Solution’ and ‘Sales or Customer Service Solutions Technology Partner of the Year’ in the eighth annual Stevie® Awards for Sales & Customer Service, and will ultimately be a Gold, Silver, or Bronze Stevie Award winner in each category.

The awards are presented by the Stevie Awards, which organises several of the world’s leading business...

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Speed to Hire as a Competitive Advantage

Speed to hire is a competitive advantage.  This is especially true in the fast-moving world of customer service operations such as a call center and retail in which turnover is an acute issue and companies are in near-constant hiring mode. 

With few exceptions, candidates looking for jobs in these industries are likely to settle for a job with any company.  It’s not that they don’t care about who employs them.  It’s just that, in many cases, these candidates have an urgent need for employment and...

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Exploring the cost of bad customer experiences

NewVoiceMedia recently uncovered new research findings that US businesses are losing $41 billion of revenue each year as customers switch due to poor service. And with a third of consumers leveraging their online presence following an inadequate experience, the true cost could be far greater, since this doesn’t account for the significant impact of negative word of mouth.

Consumers are heading online more than ever to read about others’ experiences before choosing a product or supplier, and...

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Dealing with Angry Call Center Customers

Nobody in your call center likes to talk with an irate customer - whether the customer is justified or not. The constant haranguing is emotionally draining and demoralizing, and it may take a long time just to solve the problem. Below are a few tips for dealing with what may be a common occurrence at your company.

Allow the customer to vent, which he may start doing even as you greet him. Do not interrupt. Remain calm by realizing that his anger isn't personal but due to a product problem or the... continue reading this post »

Creative Virtual Announces Celebration of the Company’s Tenth Anniversary

Creative Virtual, a leader in customer experience self-service solutions for global enterprises, recently announced the celebration of the company’s tenth anniversary. Founded in London, United Kingdom in November 2003 by Chris Ezekiel, Creative Virtual began trading in January 2004 with a focus on providing web-based natural language virtual assistants. Over the past ten years, the company has diversified their product offerings and embarked on a global expansion.

Creative Virtual's QuarkToday the company’s...

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Customer Retention Through Your Contact Center Agents

The best customers you can find are the ones you already have. Customer retention should be a top priority in your company. According to Forrest Research it costs 5 times more to acquire new customers than it does to keep current ones. Unfortunately, many companies fail to make customer retention a priority. Satisfied customers not only increase sales through repeat business, but also help to expand the customer base through referrals.

Improving your customer retention plan should start in your co...

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What CRM Can Take from Martin Luther King Jr

It is almost impossible to measure the influence and lasting historical impact of Martin Luther King Jr. He continues to inspire people all around the world and many people rely on his vision, views, and principles to shape the way they live their lives and run their businesses. With Martin Luther King Jr. day coming up on January 20th, I wanted to take a look at some of the lessons customer care professionals can take from him and apply in their overall customer relationship.

One of King’s best...

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Creative Virtual's 2013 Global Customer Service Outlook Survey Results

By Chris Ezekiel, Founder & CEO, Creative Virtual

Creative Virtual has released the results of our 2013 Global Customer Service Outlook Survey fielded between April and May of last year. We’re happy to report that customer experience management is at the top of respondents’ lists across the globe. We’re really excited that global organizations are equally concerned with the state of customer service, and have similar views on how to enhance and grow the customer experience. It’s certainly a...

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