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How can we improve CX? Where does innovation fit in the CX space? Is customer journey mapping a critical part of any CX program? And how can we provide seamless customer experience? Answers to all these questions and more in this week’s CX Perspectives. We are sure you will have a great time going through them!
Customer Experience Improvement: Seven Best Practices [cmo.com]
We begin this week by identifying the best practices to improve customer experience. According to a Forrester report, a “whopping 80% of customer experience (CX) professionals say that their firms’ goal is to be a CX leader in their industry or across all industries.” But as they point out, the reality is that only 11% of companies succeed in delivering an excellent customer experience.
This article lays out several best practices for continuous customer experience improvement.
Customer Experience Improvement: Seven Best Practices https://t.co/461LtLc9Sm via @cmo_com #cx #cco #cex #cem
— Kate Nasser (@KateNasser) April 6, 2016
Customer Journey Mapping: The Way Forward [1to1media.com]
Following a customer’s path is one thing. Predicting it is yet another. Customers today have multiple channels to get in touch with the company, making it a difficult job for customer experience leaders. Indeed, it is observed that companies are missing the mark on their journey mapping efforts.
Just as no two customer journeys are the same, no two journey mapping approaches are either. Start by mapping their behavioral stages and bring in additional data as you go. Then, your customer experience approaches will come into focus.
Wow RT @1to1Media 72% of customers said #JourneyMapping missed their needs @ekolsky https://t.co/YGhyL9OTA3 #CustExp pic.twitter.com/ENQytFiywn
— Debbie Szumylo (@DebbieSzumylo) April 5, 2016
What innovation really means in customer experience [cmo.com.au]
Innovation has always been a key method of achieving business growth. In this article, three brand CX leaders explore what it takes to leverage innovation for a better customer experience.
Some of the ideas discussed are having a customer-obsessed culture, setting up customer journey mapping, and aligning your CX ideas with your other business goals.
What #innovation really means in customer experience https://t.co/WMQI1iHCty #custexp @cmoaustralia
— CX Journey™ (@CXJourney) April 7, 2016
How to Build a Seamless Customer Experience [customerbliss.com]
A seamless customer experience gets delivered when you answer the questions your customer is asking. It’s as simple as that. Getting there, however, takes a lot of work – so claims this article.
And what is the best way to get there? Actions, accurate information & empowered employees create a seamless customer experience.
A seamless #customer experience gets delivered when you answer the questions your customer is asking. https://t.co/uDYqMTtQKK #CX #CCO
— Jeanne Bliss (@JeanneBliss) April 5, 2016
Customer Experience Really Matters [loyalty360.org]
Many people believe that only a negative customer experience is shared via social media. However, according to a recent study from Ipsos Loyalty, consumers are just as likely to promote a positive experience.
The article is an interview piece conducted by Loyalty360 with Jean-Francois Damais, Deputy Managing Director, Global Client Solutions at Ipsos Loyalty, to find out more about this compelling study.
#CustomerExperience Really Matters https://t.co/YWtdQHllK6 #CX
— Loyalty 360 (@Loyalty360) April 5, 2016
We hope you enjoyed this week’s CX Perspectives. Be sure to respond in the comments, tweet us @VOZIQ or follow us on LinkedIn.
Publish Date: April 15, 2016 5:00 AM
There is one question in particular that lingers on every marketer’s mind: how do you reduce churn? Can contact centers help in this case? Are contact centers really important, or are they just cost centers even now? How can you improve customer service through call centers? Answers to all these questions and more in this week’s Contact Center Perspectives. We are sure you will have a great time going through them!
Congratulations to all the featured influencers, experts, and publications!
Churn be Gone! 5 Ways to Kill off High Churn Rates [icmi.com]
How can you reduce churn? The article lists 5 proven tactics that can easily be applied to do exactly that.
Did you know that 48% of customers say that the critical time to gain their loyalty is upon their first purchase or when they first begin a service? Always remember that building loyalty is an investment for the future. Cancelation of renewal charges is said to give a boost to CSAT scores. These and other such points are the highlights of this article.
Churn be Gone! 5 Ways to Kill off High Churn Rates https://t.co/w2xyRPUpaZ #cctr #custserv
— ICMI (@CallCenterICMI) February 12, 2016
Perception vs Reality [icmi.com]
80% of customers feel that companies are putting more effort into marketing rather than customer service, whereas only of 12% contact centers feel that way. Wow! That’s quite the myth buster.
This and the 7 other such perception vs reality comparisons included in this blog are real eye openers.
Nice set of #custserv and #cctr stats: "Perception vs Reality: 8 Consumer Trends the Contact Center Can't Ignore" https://t.co/wAQEVOLqYY
— Bob Furniss (@bobfurniss) February 16, 2016
In A Digital First World, Contact Centres Are the Custodians of Customer Loyalty [customerthink.com]
Did you know that 70% of customers interacting with call centers feel that they know more than the agents dealing with them?
The summary of the article is that even in the age of multichannel support, customers still want to speak with a human (the contact center). Call centers will be expected to support complex issues and a company’s response will decide customer loyalty.
In A Digital First World, Contact Centres Are The Custodians Of Customer Loyalty https://t.co/BUVl9DmCSq via @CustomerThink #marketing
— Tim Hughes (@Timothy_Hughes) February 17, 2016
Contact Centers Play Stronger Role in Business Value Chains: Survey [deloitte.wsj.com]
Contact centers and customer engagement channels will continue to grow significantly in number and strategic value to organizations’ efforts to capture customers’ loyalty and wallet share over the next two years, according to the 2015 Global Contact Center Survey from Deloitte Consulting LLP.
By 2020, it is expected that leading, customer-centric businesses will have contact center operating models that support the entire customer lifecycle in an integrated fashion, even if the traditional functional silos such as marketing and sales remain.
Contact Centers Play Stronger Role in Business Value Chains: Survey https://t.co/1KCXZTUif1
— Andy Haas (@ab_haas) February 13, 2016
How to be the best at customer service, wherever your contact center is based [customerthink.com]
Companies have a huge opportunity to focus on optimizing the aspects of experience that are meaningful to the lives of their customers. However, the location of a contact center should have absolutely no bearing on customer service.
With the availability and accessibility of cloud solutions, there is simply no excuse for bad customer service in 2016 – no matter where your contact center agents are based. Your ultimate goal should be that the customer hangs up with the issue solved and a happy memory of how helpful your agents were.
How to be the best at customer service, wherever your contact centre is based https://t.co/p0Wa4REXSt
— CustomerThink (@customerthink) February 16, 2016
We hope you enjoyed this week’s Contact Center Perspectives. Be sure to respond in the comments, tweet us @VOZIQ or follow us on LinkedIn.
Publish Date: February 24, 2016 5:00 AM
We have compiled some great articles about Customer Experience which were trending in last week: What causes bad Customer Experience? And how can it be improved? How can you improve personalized experience? Answers to all these questions and more in this week’s Customer Experience Perspectives. We are sure you will have a great time going through them!
Customer Experience Non-Trends for 2016 [customerservicezone.com]
It is still early February and the pundits are continuing with their predictions for 2016. The author, although in agreement with the experts, is quick to point out that such trend articles seem to be missing the bigger picture. He calls the missing items “non-trends” that don’t change periodically, and most of them are more important than trends.
The author is so confident that he even hilariously points out that if he was to publish the article next year it would still hold true.
Five Customer Experience Truths That Almost Every Company Gets Wrong [forbes.com]
- The customer experience as you think of it internally doesn’t exist.
- Customer engagement is everything.
- A great customer experience, once you put it together, isn’t going to stay that way on its own.
- It’s essential to streamline, hide, or eliminate the transactional parts of the customer experience, if you ever want to delight your customers.
- Customers today are speed freaks.
Pretty strong points to ponder upon. We are sure you will understand these points better when you go through the article.
Super Customer Experience: Loyalty not Imprisonment! | #cx #custserv [katenasser.com]
Customer attrition doesn’t happen regularly due to major blunders by businesses. Rather, it is the common everyday mistakes that drive customers away. Some of these mistakes are:
- Endless loops: Customers feel helpless when they have to deal with unclear phone menus or with agents who have poor people skills and little customer service expertise.
- Lack of teamwork: Multiple teams engaged in service with little or no teamwork leave customers trapped in a maze.
- Tunnel vision: Thinking only from a company perspective is another pitfall to avoid.
The Case(s) of the Data-Driven Customer Experience [cmswire.com]
Customers today want the unique experience, that personalized care. Unfortunately though, not all customers get what they are looking for. But then again, analytics provides a power to allow brands to deliver varying levels of what seems like intimate, just-for-me care to all of its customers. And all your customers want those memorable experiences.
100 Customer Experience Tips in a Word Cloud [experiencematters.wordpress.com]
Want to go through 100 CX tips in a jiffy? The following word cloud can help you out!
We hope you enjoyed this week’s Call Center Perspectives. Be sure to respond in the comments or tweet us @VOZIQ or follow us on LinkedIn.
Publish Date: February 10, 2016 5:00 AM
So what’s in store for the call center industry in 2016? What are the top challenges that need to be tackled this year? Where does data fit into the picture of customer experience or contact center operations? How can customer retention be improved? Who are the experts to follow in the call center space? Answers to all these questions and more in this week’s Call Center Perspectives. We are sure you will have a great time going through them!
Answers to all these questions and more in this week’s Contact Center Perspectives. We are sure you will have a great time going through them!
Top 10 Call Center Trends to Track in 2016 [spoken.com]
Customer service has become the means by which brands can differentiate themselves, and the quality of the customer experience you offer can have a huge impact on your brand. With the estimation that 42% of world’s population own a smartphone, businesses need to adjust their focus accordingly. Here are some of the points discussed in the article;
- Call back option
- Customer journey mapping
- Omni-channel support
Top Contact Center Challenges for 2016 [customerthink.com]
The contact center often has the data to guide improvements but lacks corporate initiatives to ensure that information reaches and engages critical departments. This results in challenges that could have been easily solved with proper initiatives. And if you look closely you will find that all the issues are interrelated; addressing them requires a holistic approach. Here is a glimpse of the challenges:
Bad Data, Poor Quality? The Impact of Ineffective Information [datafloq.com]
Cloud and call centers have been mentioned in the same breath for some time now. Now, companies are talking about the best way to leverage cloud resources and bolster their bottom line: Big data. But as with any technology it is the programs and implementation that really matter. The same goes for big data technologies as well. The article points out some pitfalls that can be easily avoided with proper plans and management.
Big data comes with big promises. Make sure you capitalize on the potential and keep your information house in order by avoiding the critical impacts of big, bad data.
3 Ways to Boost Your Customer Retention Rate With Service [winthecustomer.com]
- Gartner research shows that by 2018, 70 percent of business-to-business e-commerce sites will offer customers personalized features, and sites using personalization effectively will outsell competitors by 30 percent.
- Seventy percent of companies agree that retaining customers is cheaper than acquiring new ones, an Econsultancy report on cross-channel marketing found.
- 49% percent find that building existing customer relationships brings a bigger return on investment than acquiring new customers.
You better start improving your customer retention rate. And of-course we can help you!
Top Analysts Covering the Contact Center Industry for 2016 [fonolo.com]
The easiest way to understand an industry is to listen to its leaders and experts. With the sheer number of individuals talking about the contact center and all the noise this generates, it can be really difficult to find the great ones to follow. So here is a compiled list to make it easier for you.
We hope you enjoyed this week’s Contact Center Perspectives, be sure to respond via the comments or tweet us @VOZIQ or follow us on LinkedIn.
Publish Date: January 27, 2016 5:00 AM
Can revenue be generated through data? Is the hype around big data justified? What could be the possible pitfalls while implementing CX? Is personalization the next big puzzle waiting to be solved? What can we expect of contact centers in 2016? Answers to all these questions and more in this week’s Contact Center Perspectives. We are sure you will have a great time going through them!
Calling On Call Center Trends for 2016 [1to1media.com]
It is that time of the year when we look at last year’s performance and make predictions for the coming year. It will be an interesting period for the call centers with changes expected both on the technology front as well as management. From live chat to machine learning, this post articulates six trends that will revolutionize customer service, particularly the call center industry as we know it throughout the year.
Forrester’s Top Trends For Customer Service In 2016 [mycustomer.com]
As we mentioned earlier, it is that time of the year when everyone is busy predicting the future. Here is a set of top trends that are expected to grow in 2016. We certainly cannot ignore these as they come from the VP of Forrester Research. Some of these trends include:
- Consolidation of CX ecosystem
- More attention to self-service
- Data-driven insights and decisions
The Most Missed Step in Customer Experience Improvement [linkedin.com]
A very interesting subject. As CX is gaining momentum, everyone wants to improve their CSAT. People are finding various methods and metrics which they are using to help decide their action points. Everyone is working on improving CX but they seem to miss out this critical step in their customer experience improvement efforts. The author suggests that every business must stop and think “What would you love to overhear your patients saying about you and your practice after their visit?”
Contextual Integration Is the Secret Weapon of Predictive Analytics [data-informed.com]
When you decide to buy a product on Amazon and then visit the product you will probably be interested in their recommended products too. Amazon has long been praised for its recommendation engine, which has prompted many users to fill their shopping carts with additional items that Amazon suggests based on their purchasing profile. What has made Amazon so successful is not necessarily product availability or quality of content; the real differentiator is context and the use of predictive analytics.
Big Data Facts: How Many Companies Are Really Making Money From Their Data? [forbes.com]
Did you know that 60% of professionals feel that data is generating revenue within their organizations? And that 83% stated data to be making existing services and products more profitable? This clearly indicates that businesses are finding more and more ways of turning data into value. But at the same time many are hitting stumbling blocks which are frustrating their efforts. Adoption of big data-driven strategies progressed in leaps and bounds throughout last year. However, it is also equally clear that there is still a long way to go until every business is secure enough in its infrastructure to transition to a fully data-driven business model.
We hope you enjoyed this week’s Contact Center Perspectives, be sure to respond in the comments or tweet us @VOZIQ or follow us on LinkedIn.
Publish Date: January 20, 2016 5:00 AM