Millennials Reshaping Holiday Shopping - Their Demands for Digital Performance Skyrocket in 2015

The results of a five country survey on mobile shopping for the 2015 holiday by Dynatrace  reveals that Millennials age 18 to 34 are driving a new era of demand for digital performance excellence.  81% of Millennial-aged smartphone and/or tablet owners across all countries say they will abandon transactions and shop elsewhere if a mobile site or mobile app is buggy, slow or prone to crashes – and over half (51%) are likely to broadcast their complaints about poor online shopping experiences on...

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Loyalty360 Report Reveals Challenges of Listening to Customers

In its latest CMO Challenge report, Loyalty360 partnered with Genesys to explore the challenges and opportunities of listening to customers. The research discovered that the use of customer feedback to improve customer experience is pervasive, yet as marketers increasingly tap into emerging technologies and channels as a Voice of the Customer data source, taking action on the feedback is not without challenges. In fact, four distinct challenges related to listening to customers and surveys...

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How to Calm an Angry Customer and Use Complaints to Your Advantage

Difficult customers have a way of discouraging customer service reps from doing their job. When contact center agents feel like they can’t please a customer, it’s difficult to stay positive. Taking on the challenge, though, and finding ways to calm a customer while meeting their expectations improves the customer experience and salvages the business-customer relationship. Before you can offer a refund, freebie or other kind of help, you have to work with the customer to settle them down.


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Majority of Marketers Aren’t Targeting Multilingual Audiences

Translation management software provider, Smartling, released the results of a study that exposes the current state of multilingual marketing. The  company polled more than 150 marketers at INBOUND 2015 to learn where their organizations stand in terms of targeting prospects and customers who don’t speak English as their native language – both in and outside of the U.S.

Key findings of the survey revealed:

Content is king – but the multilingual marketing coffers are empty

A low percentage of the...

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Workforce Optimization and Scheduling Tips for the Contact Center

Workforce optimization in the contact center refers to the integrated software, technology and solutions that help with a variety of operations, including strategic planning, agent recruitment and monitoring. Scheduling plays a big role in customer satisfaction, and agent schedules are based on demand forecasting and service level goals. Workforce optimization also takes more into account than just technology.

Ask the following questions to determine if your workforce management software needs to...

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Hilton, FedEx, Allstate Among Finalists in Loyalty360 Customer Experience Awards

 A field of 21 brands, representing those that are truly putting the customer at the center of their respective companies, is set to compete in the second annual Loyalty360 CX Awards. The awards will be presented during a special luncheon at the 5th annual Engagement & Experience Expo set for Nov. 9 – 11 in Dallas.   The 2015 Loyalty360 CX Awards come at a time when brands are increasing their focus on customer experience as a critical strategy for overall growth and profitability. According to...

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Digital Chat Agents: Workflow Automation and Constructive Insights

Today’s consumers use online self-service more often than they use voice channels. Digital chat agents are a major part of the online experience, coming in to help midway through the customer journey and quickly picking up where customers left off. Web chats help automate workflow and they provide useful insights for the contact center.

Automating Workflow with Digital Chat Agents

Auto-initiated chats and canned replies can begin the customer-agent conversation without using up much of the...

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5 Essential Metrics Making Call Centers Successful

The abundance of information we are experiencing in society actually makes it hard to winnow what’s useful and important from what's not. Thanks to call centers. They keep fetching a vast range of data through calls. However, some of that proves helpful in finding out what will improve their service quality for better customer satisfaction.

Five key benchmarks for information processing were identified in a study conducted by a group – ICMI, top-performing contact centers and top industry...

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How to Improve the Customer Experience with Optimal IVR Systems

According to, customers are four times more likely to go to a competitor because of poor customer service than because of product features or price. Companies that want to set themselves apart from the competition will improve the customer experience by reducing wait times and solving problems faster. Contact centers are utilizing IVR systems to streamline customer-to-brand correspondence.

What is IVR?

IVR stands for “interactive voice response.” These automated systems have...

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Quotes to Inspire You on CX Day and Beyond

Happy CX Day! CX Day is a global celebration of the companies and professionals that create great experiences for their customers. Consistently delivering an exceptional customer experience is no easy feat and, in today’s digital world, requires a combination of expert people and flexible technology.

In honour of CX Day, I’ve compiled some great quotes that will not only get you in the spirit of today’s celebrations, but also hopefully lend some inspiration to your customer experience strategy...

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Virtual Assistants and Knowledge Management: your complementary customer engagement solution

By Chris Ezekiel, Founder & CEO, Creative Virtual

My favourite webinar to present is the Technology Innovation Showcase that Creative Virtual has done for three consecutive years with CRMXchange. Why? Most other webinars require me to stick to just presenting slides, but the Tech Showcase gives me the opportunity to give live demos of some of our current implementations. The best way to truly showcase our Smart Help solutions – and for you to understand how they work – is to show them in action....

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An Overview of Modern Outbound Communications

 A contact center’s priorities should include staying in touch with customers and personalizing messages to meet individual needs.

Originally, outbound communications were used mainly for collections and emergency announcements. A new goal is to provide valuable messages to customers about things they’re interested in or would want to know. Outbound communications include:

• Change notifications

• Cross-sell and up-sell offers

• Customer support

• Marketing campaigns and promotions

• Service alerts...

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Why Is Customer Context Important?

Have you ever called a customer service line and been asked to explain the problem several times as you’re shuttled from rep to rep? Or have you ever entered your account information into a web chat form, but when the agent is ready to take your inquiry, you’re asked for the account information again? When customers interact on various channels over the course of days or weeks and they’re asked to explain the issue and previous interactions each time they connect with an agent, a lot of time is...

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5 Key Metrics for Contact Centers

Every contact center has two primary goals at the top of their list: maximizing efficiency and offering positive customer experiences on a consistent basis. While there’s a lot of data to measure, it’s difficult to determine the most important metrics. Read on for five key metrics for contact centers.

1. Contact Volume

Contact volume allows you to see queue volume across channels in real-time. Contact volume can then be monitored and managed. Real-time queue visibility for calls is the standard,...

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Development and Directions: SpeechTek - CRMEvolution - Customer Service Experience

The trio of annual events, SpeechTEK, CRM Evolution and Customer Service Experience, covered a broad range of information in three co-located conference programs. On the Customer Solutions Expo exhibit floor, suppliers demonstrated offerings designed to help organizations stay a step ahead of the rapidly evolving needs of their customers, ensured that their systems are operating efficiently on all touchpoints, and took ideas that started in the contact center to new horizons.

CRMXchange met with...

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