Welcome to #CXTuesday!
The Customer Service Vision Statement
By Contact Center Pipeline
I know what you may be thinking. Yet another meaningless corporate rah-rah statement that will be forgotten in a week!? I’m with you. Two years ago, I would have been in the same state of mind—but before you do your best Judge Judy eye roll and surf on, I challenge you to give the Customer Service Vision Statement a chance. There are few things this remarkably simple that pack such a huge ROI potential for our teams.
Would You Do That To Your Mother?
Would you put your mother on hold for 15 minutes? Would you tell your mother you’ll see her tomorrow, but give her a four-hour window for you to show up? Would you take a week to return your mother’s email? Customer experience expert Jeanne Bliss recommends making business personal to get the traction you need by focusing on one deceptively simple question: "Would you do that to your mother?"
The Top Ten Uses for Call Recordings
By Call Centre Helper
Call recording is a useful tool to help gain an understanding of what customers are actually asking for and want, helping organisations make their marketing efforts much more effective. Our panel of experts discuss the best ways to use call recordings in the contact centre.
How Customers Are Shaping Digital Banking
The ramping up of customer experimentation is part of a larger trend to become more customer centric. Although it makes sense that companies would build things that their customers will want, it doesn’t always work that way. Bankers have historically built products based on their needs, especially their revenue needs. But the rise of financial technology — fintech — has changed the game, as companies use technology to deliver financial services at lower costs and in more visually attractive ways.