Unleasing the Potential of Your People

People do amazing things when given the space, freedom and tools to do so. This article from the Professional Planning Forum builds on previous research by David MacLeod, who identified four primary enablers of employee engagement. The Forum article relates these to life in the customer contact centre, cross-referencing them to over 30 case studies and providing demonstrable evidence that links employee engagement to the massive benefits that result.

“To release the potential of our people, we...

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The Circle of Power - The Top CMO Influencers (Part 2)

This post was written by Idit Aloni-Halfon, a passionate Customer Experience professional, at NICE Systems. Idit has spent the last decade consulting and leading CX initiatives in large organizations. As she works with industry influencers, her passion is finding new ways to build exceptional Customer and Employee Experiences.

CMO is a standard title, but is far from being a standard job function. Although the role of CMO differs between industries and organizations, one common factor is that...

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The multibillion dollar cost of poor customer service in Australia [INFOGRAPHIC]

Today’s customer is changing the world of customer service. They’re using more channels of communication, will switch businesses following an inadequate experience, and even take their revenge online.

Check out this infographic to discover the real impact of poor customer service in Australia, taken from independent research NewVoiceMedia carried out recently. Then download our report, ‘Australia: A Nation of Serial Switchers’ for all the facts and figures.

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Call Center Week - Reviews and Interviews - Part VI

For most businesses that haven’t already migrated their contact center to the cloud, the ultimate decision that needs to be made is not “whether” to take the step, but “why” and “when.” While continuing to acknowledge the cost and productivity benefits of making the transition, solution providers can also provide a plethora of additional incentives, including dramatically enhanced flexibility, creating a competitive advantage and increased functionality. As always, cloud solutions were plentiful...

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Call Center Week - Reviews and Interviews - Part V

With customer expectations constantly rising, companies are seeking service options that allow people to get information, resolve issues and complete transactions more quickly and efficiently.  Innovative solutions abounded at Call Center Week with enhanced chat, co-browsing, click-to-call and IVR front and center. In this report, we review a few of the more interesting products presented on the exhibit floor.

Connect First From the customer perspective, the ongoing issue with IVR systems is that...

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Call Center Week - Reviews and Interviews- Part IV

Businesses are seeking innovative contact center solutions that enable them to engage customers via an expanded range of functionalities. Companies want their multichannel campaigns to deliver a consistent yet individualized message across every touch point, and even have the capability to bridge the gap between digital and print media.  Organizations also wish to be able to track calls, send out SMS and voice broadcast messages and deploy predictive dialing solutions that offer...

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Call Center Week - Review and Interviews - Part 1

Call Center Week, widely recognized as one of the industry’s most comprehensive educational and product information events, continued its pattern of growth in 2014.  The event took place in Las Vegas June 9-13, with approximately 1,500 call center professionals, including experts from more than 150 exhibitors gathering at the Mandalay Bay Resort and Casino to exchange ideas, explore emerging technologies, hear from leading authorities, and discuss what’s working in contact centers across a broad...

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3 Technologies to Improve the Call Center

Accomplishing more with less - both less time and less money - is the key to running a successful call center. Fortunately, there are many technologies that can help your call center to achieve more productivity in a reduced amount of time while costing less money overall. There are two steps to this process: utilizing your current tools smarter, and investing in technologies that will improve service.

1. Call-Back

Decreasing or even eliminating hold times is on every call center’s list of high...

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How Close Are You To Your Customer

(Today's Article was guest written by Dr. Michael Rothschild who works for NICE Systems. NICE Systems (NASDAQ: NICE) is the worldwide leading provider of software solutions that enable organizations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets.)

Recently my travels took me to a small town in New England that looked like it was a Norman Rockwell picture that came to life....

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Channel Confusion: Why Leading Brands Are Failing CX Act’s Customer Service Stress Test

In 2014 you’d think businesses would know better, particularly the top brands in major consumer marketplace categories.  By now, they’d have to be aware that just delivering effective service on the phone is not enough and that when customers become frustrated in their efforts to gain assistance on other channels, they’re less likely to do business with your company.

But when customer experience improvement firm CX Act, Inc.,formerly TARP Worldwide, conducted a series of studies to examine...

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Formal vs. Informal Customer Service: Which Voice is Best to Use?

For people who’ve been in the business world for a long time, it’s tempting to stick with straightforward, professional business speak. Unfortunately, when it comes to working with customers, this type of frank speech can harm your business more than help it. How do you know when to remain proper and when to loosen up a bit? It’s all about being in tune with your industry and your customer.

Parrot Their Speaking Style

How is the customer speaking (or e-mailing)? Are they loud and boisterous, quiet...

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Lose a Customer, Keep a Customer - Real Life Experiences with Good and Bad Customer Service

The difference between losing a customer forever and gaining their loyalty can be as simple as the service they receive. Within just a few days, I experienced both terrible and stellar customer service. Here are three examples of extreme customer service.

How to Lose a Customer

Reports about poor airline service aren't rare. I'm generally of the mind that a flight that gets you from point A to point B safely is a good flight. However, a couple of recent experiences with United and Frontier made me...

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Taming the Dragon: How to Handle Irate, Nasty, Upset Customers

Most of us have been “that angry customer” at one point or another. When a company makes a mistake, it’s irritating enough; what’s even more unbearable is when they can’t or won’t fix it. Taming an irate customer is possible with the right words, offers and promises…so long as they come at the right time. Subdue a furious customer with these tips before they demand a refund, storm out of your shop or write a nasty online review.

1. Every customer’s time is valuable and concerns should be handled...

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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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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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