The report is aimed at providing insights into consumer opinions and behaviors, specific to the financial services industry. Topics in this report include customer care experiences, channel use, customer effort, quality of care, privacy, and a comparison on U.S. and Canadian customers.

The infographic below highlights a few key findings, but you can also download the full complimentary report here. 

The post CXMB Industry Insights: Financial Services – Select Findings [INFOGRAPHIC] appeared first on Execs In The Know.

WINTER PARK, FL — (May 22, 2018) — COPC Inc., a global consulting firm that helps companies improve operations to transform the customer experience, together with Execs In The Know, a global network of customer experience professionals, announce the results from their first financial services industry survey, CXMB Industry Insights: Financial Services. This report was sponsored by VXI Global, a customer care, sales and technical support services company. A key research finding is that nearly 57% of surveyed customers reported moving some or all of their business as a result of a poor customer care experience with a financial institution. When asked what could be done differently, customers referred to ease of use, accountability, and access to a live person. To learn more about this and other findings, download the complimentary report.

CXMB Industry Insights: Financial Services provides research about consumer opinions and behaviors specific to the financial services industry in the United States and Canada. The survey confirmed that customer expectations are rapidly changing and that financial institutions need to focus not just on technology solutions but rethink the entire customer interaction—from the customer’s perspective.

Survey Insights:

• – Today’s customer expects to engage on their terms and in the channel of their choosing. Where this need is not met, customers are significantly more likely to rate their experience as a negative one, leading customers seek out alternatives.
• – Forcing customers to interact outside of their preference amplifies negative customer sentiment. Only 30% of customers feel resolving issues has gotten easier over recent years, while 32% believe it has gotten more difficult, with the balance thinking that, despite significant investment, nothing has changed.
• – When consumers self-select a journey that includes multiple methods — as opposed to being forced into one — the customer experience was more positive; and consumers were far more likely to use words like “easy,” “quick,” and “pleasant” to describe the experience.

In addition to U.S.-specific results, a comparison of results with Canadian customers is provided regarding general opinion, use of digital channels and services and privacy. The research findings reveal similarities between the two countries. Both American and Canadian customers chose new technology as the area where financial services brands have improved the most over the past several years. At the same time, a good number of both U.S. and Canadian customers stated that lowering fees and penalties is where financial services brands should focus their improvement efforts in the coming years.

“The findings show that financial institutions that are best able to implement a customer-centric strategy will succeed at keeping their customers satisfied, building long-term institutional loyalty. The key is knowing your customer well enough so that you can provide a choice of effective communications channels. Year after year, regardless of industry, our consumer surveys show that customers want options and they don’t want to be forced into a channel. This means it is critical that the channels provided are capable resolving a variety of customer issues,” said Kyle Kennedy, president and chief operating officer, COPC Inc.

CXMB Industry Insights: Financial Services is the third in a series of industry-specific reports and is an extension of the Customer Experience Management Benchmark (CXMB) Series, also published in partnership between COPC Inc. and Execs In The Know. The first industry-specific report examined travel and hospitality and the second report examined retail. Both are available free of charge.

“CXMB Industry Insights allows us to dive deeper into specific industries and provide relevant insights that our members in each vertical are seeking,” said Chad McDaniel, president, Execs In The Know. “Our financial services survey offers information about consumer expectations and behaviors so  our community can have a better understanding of the customer landscape in banking – both online and at a retail location.”

For more information about the findings of this retail research or the CXMB Industry Insights survey series, contact Susan McDaniel at susan@execsintheknow.com or visit https://execsintheknow.com/cxmb-insights/.

###

About COPC Inc.

COPC Inc. provides consulting, training, certification and the RevealCX™ software solution for operations that support the customer experience. The company created the COPC Standards, a collection of performance management systems for call center operations, customer experience management, vendor management, and procurement. Founded in 1996, COPC Inc. began by helping call centers improve their performance. Today, the company is an innovative global leader that empowers organizations to optimize operations to deliver a superior customer experience across all channels. COPC Inc. is privately held with headquarters in Winter Park, FL, U.S. and with operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan.

COPC will also be giving an educational pre-conference seminar at CRS Denver in September, 2019.
www.copc.com

About Execs In The Know

For over 15 years, Execs In The Know has built a reputation of excellence in the Customer Management Industry and a worldwide community of over 50,000 Customer Experience Professionals. Execs In The Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking and industry employment opportunities. Examples of this can be seen at their Customer Response Summit events, roadshows, webinars, workshops, Blog Talk Radio segments, Industry Benchmarking Series, blogs, thought papers and social communities.

www.execsintheknow.com

About VXI

With 30,000 employees across 42 delivery centers, VXI Global Solutions is a leader in customer experience management and digital transformation. Established in 1998, the company delivers business services and technology solutions tailored for clients to deliver superior Customer Experience (CX). With a diverse workforce and service delivery centers in North and Latin America, Caribbean, Europe and Asia Pacific, VXI drives high Net Promoter Score (NPS) through its unified digital service strategy, customer management solutions and purpose-built productivity/efficiency enhancing applications.
www.vxi.com/

The post COPC Inc. and Execs In The Know Publish Customer Experience Research for Financial Services appeared first on Execs In The Know.

PHOENIX, ARIZONA – April 3, 2018 – Advocates for customer experience professionals, Execs In The Know and COPC Inc., have announced the release of the 2017 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series. The 11^th volume in the series, titled The CX Journey: Strategic and Operational Insights, provides an understanding of the current CX landscape. Specific areas of expanded exploration include channel consistency, quality programs, and CX priorities for corporate professionals. Traditional Care (phone, email, and in-person), Interactive Care (online/video chat, FAQ, and self-help), Social Media Care (Twitter, Facebook, forums, etc.), and Mobile Care (apps, text/SMS, and mobile chat) are all explored.

Key Insights from the 2017 Corporate Survey:

– Only 50% of respondents answered “Yes” when asked, “Is your company’s leadership fully committed to a customer-first strategy?”

– Thirty-four percent of respondents didn’t believe their company had a good understanding of which channels their customers preferred, nor how these preferences differed from current channel offerings.

– Interest and investment in chatbots and artificial intelligence (AI) exploded in 2017, with more than a threefold increase in the percentage of brands naming chatbots and AI as the technology of most interest and/or investment.

– Only 14% of respondents felt their brands were doing a good job of providing a consistent customer experience across channels and solutions, while only half of brands (51%) had any initiatives to create greater consistency.

The CXMB Series is a resource for customer care professionals, looking to enhance their customer care program, improve brand opinion, and drive customer satisfaction. Brands such as Marriott, Blue Rock Energy, The Mine, The Home Depot, LinkedIn, Hyatt, Desjardins, CIBC, Williams-Sonoma, Inc., and more participated in this year’s survey.

“The leaders in the Execs In The Know community truly display a customer-first commitment in everything they do,” said Chad McDaniel, President and CEO of Execs In The Know. “Our goal with every edition in the CXMB Series, is to help brands better understand the consumer, validating investments and identifying possible areas of improvement. We are thrilled to provide this resource to our community, to further assist them in the pursuit of customer service excellence.”

“We are honored to play an ongoing role in the creation of this valuable industry research. We hope this work will continue to enlighten and inspire,” said Kathleen Jezierski, COO of COPC Inc. “We’d also like to thank the many brands that participated in this year’s survey. Their experience and expertise is what makes this report possible.”

The full 2017 Corporate Edition is available for purchase at https://execsintheknow.com/cxmbseries/2017-corporate-edition/.

About Execs In The Know

Execs In The Know is a global community of customer experience professionals, from various industry verticals, all focused on the same thing – excellence in customer service and experience. Execs In The Know gives brands a platform to share and gain insights, benchmark their brand, stay on top of the latest trends in CX, and create lasting relationships with their peers – “Leaders Learning From Leaders.”

Execs In The Know holds their national event – Customer Response Summit – twice a year (in the Spring and Fall), giving executives the opportunity to connect face-to-face. They also hold a number of other live regional events throughout the year including Subject Matter Briefings (on topics like social media, AI, SMS, outsourcing, etc.), Lunch & Learns, Workshops, and EITK Dinners. The community is able to stay engaged long after the events come to an end through industry content and thought leadership, webinars, reports, and various social communities.

To learn more about Execs In The Know, visit www.ExecsInTheKnow.com.

About COPC Inc.

COPC Inc. provides consulting, training, certification and the RevealCX™ software solution for operations that support the customer experience. The company created the COPC Standards, a collection of performance management systems for call center operations, customer experience management, vendor management, and procurement. Founded in 1996, COPC Inc. began by helping call centers improve their performance. Today, the company is an innovative global leader that empowers organizations to optimize operations to deliver a superior customer experience across all channels. COPC Inc. is privately held with headquarters in Winter Park, FL, U.S. and with operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan.

COPC will also be giving an educational pre-conference seminar at CRS Denver in September, 2019.

For more information, visit www.copc.com.

Media Contacts

Alyssa Pitura
Director of Marketing and Brand Experience
alyssa@execsintheknow.com
www.execsintheknow.com
@ExecsInTheKnow

Lezli Harrell
Vice President, Marketing
COPC Inc.
lharrell@copc.com
www.copc.com

The post Execs In The Know & COPC Inc. Publish 2017 Corporate Edition in Customer Experience Management Benchmark Series appeared first on Execs In The Know.

10. The 5 Minutes of Brilliance Presentations

These bite-sized presentations were so beloved, many attendees asked for more at future events (we’re working on it!).

Andy Yasutake of LinkedIn and Mark Killick of Grubhub did an excellent job of breaking down their respective topics—Andy spoke about how LinkedIn worked on customer service request surges, and Mark spoke about using business intelligence to improve operations. We’re still thinking about their talks.

9. The Case Studies

One thing we’ve heard again and again is that our community craves presentations on what real companies do to move the customer service needle. At CRS Charleston, there were many breakout sessions to choose from. The topics represented leaned to digital and AI concerns, but they were varied enough to make the sessions useful to everyone:

• -BOTs, Speech, and Humans – Seamlessly Balanced
• -CX Measurement for the Ever-Connected Customer
• -Are You Ready? This is the Year of Consumer Messaging & Bots
• -Scaling True to Yourself
• -The Future of Customer Service is Here. Are you Ready?
• -Expanding Customer Conversations Over Digital Channels
• -University of Pittsburgh Medical Center Health Plan Delivers A High Touch, High Tech Customer Experience

8. The “Networking” Event

There’s no better way to make new connections than at our social events. The evening at Prohibition combined a 1920s-themed party with networking. Friendships and business relationships were formed—or cemented—by the night’s end.

7. The CXMB 2017 Corporate Edition Results

Every CRS Charleston attendee received a copy of the full report in their welcome packet, and COPC Inc.’s Judi Brenstein, Balsam Brands’ Caroline Tuan, Sweetwater Sound’s Salena Scardina, and Grubhub’s Mark Killick explored the real-world implications of the CXMB 2017 Corporate Edition.

Here are some highlights:

• -82% of corporate leaders feel their organization meets the customer service needs of its customers, while only 40% of consumers do
• -Just 61% of executives believe their company offers support in all the channels their customers want to use
• -Metrics CX senior leaders are using to measure success include CSAT (77%). NPS (67%), Customer Effort (28%), and Other (10%)

These kinds of benchmarking results let our community know where they’re ahead, on pace, or falling behind as compared to their peers. Hearing from other executives is one of the hallmarks of EITK events, and this report is one of the most valuable pieces of content we (in partnership with COPC) create and distribute.

From left: Judi Brenstein, Caroline Tuan, Salena Scardina, Mark Killick

6. The Keynotes

The list of keynotes was an all-star roster of corporate America’s best:

• -Scott Emmons, Head of the Innovation Lab – Neiman Marcus
• -Doug Woodard, SVP of Customer Channels for US Card Customer Experience – Capital One
• -Michele Watson, Senior Vice President of Client Success – Indeed
• -Wanny Manasse, VP of Customer Care – T-Mobile

Every one was packed full of imaginative strategies and tactics from companies that have customer experience at their core. The speakers brought us back to what we’re all passionate about: serving our customers better.

5. The Tour

Not everyone was able to make the tour of T-Mobile’s Charleston facility, but those who did will likely never forget it. The operation itself was impressive—1,300 seats—and the welcome was incredible. The employees we met serenaded us with songs they wrote just for us! The T-Mobile center was built with employee engagement in mind. The culture and heart of the center was undeniable. There were many areas where employees could relax and enjoy their workplace and build community. Hats off to T-Mobile for a tour that will be hard to top.

4. The Focus on Employees

It’s one of the bedrock principles of CX that employee engagement drives customer satisfaction. It’s also one of the hardest areas to get right. Airbnb’s presentation (not pictured) and the panel with (from left) Beth Linthicum of Aetna, Christopher Swisher of Bayer, and Jackie Craver of Nintendo gave new life to this topic, covering the challenges and presenting clever solutions.

3. The Food

The South has a reputation for providing good food, and CRS Charleston delivered on that promise. Savory options like the oyster shucking embraced local cuisine, but it was the dessert options that really shone. From the Italy-inspired lunch, to the ice cream sundae buffet, to the special cookies in a breakout session, there were enough options to satisfy every sweet tooth.

2. The Innovations Lab

Some of the most enlightening conversations at CRS Charleston took place in the Innovations Lab, where service partners and corporate brands mingled. Having knowledgeable providers available to demonstrate their products and talk about use cases was a big win for corporate leaders in search of solutions.

1. The Real-World Examples

Our pick for the most enlightening, inspiring, and thought-provoking aspect of CRS Charleston? The many real-world illustrations of customer service concepts. These examples in the presentations and breakouts spoke to how the most innovative companies demonstrate their passion for CX, every single day. We were particularly energized by:

• -Neiman Marcus’ memory mirror
• -T-Mobile’s smart approach to customers switching channels
• -Airbnb’s customer care centers tailored to their locations
• -Indeed’s orange chair to represent the customer at meetings
• -Capital One’s empathetic response to missed payments

More Highlights to Come in Fall 2018

CRS Charleston had too many highlights to name them all, but CRS Marina del Rey (Sept. 10-12, 2018) will up the stakes even more. We hope you’ll join us!

The post Top 10 Best Things About CRS Charleston appeared first on Execs In The Know.

PHOENIX, ARIZONA – November 16, 2017 – Global leaders in the customer experience industry, Execs In The Know and COPC Inc., have announced the release of the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series. The report provides compelling insights into key areas of consumer expectations, opinions and perceptions in using multiple channels for customer care. Traditional Care (phone, email, and in-person), Interactive Care (online/video chat, FAQ, and self-help), Social  Media Care (Twitter, Facebook, forums, etc.), and Mobile Care (apps, text/SMS, and mobile chat) are all explored.

Key Insights from the 2017 Consumer Survey:

– After two consecutive years of solid improvements, consumer opinion toward customer care’s ability to meet needs and expectations has flattened

– With results going back to 2014, 2017 saw the lowest percentage of consumers avoiding interacting with customer care

– Whether or not consumers self-select the multi-channel approach (as opposed to being forced into it) continues to have a profound impact on resolution and satisfaction rates for multichannel engagements

– In-Person Shoppers place far more value on good customer service than Online Shoppers

The Consumer Edition of the CXMB series is a resource for customer care professionals, looking to enhance their customer care program, improve brand opinion, and drive customer satisfaction. The 2017 Consumer Edition is the fifth consecutive year of reporting on findings of U.S. consumers, in all age groups and geographic regions. The survey findings provide both an overview of the entire customer care experience and insights regarding specific channels, as well as two new sections about the purchase experience and customer effort.

“The 2017 Consumer Edition of the CXMB Series is our most comprehensive to date,” said Chad McDaniel, President and CEO of Execs In The Know. “With every CXMB Series edition we continue to expand questions and sections that are important to today’s CX Professional, in addition to comparing data over the years to identify trends and patterns. Our community find the reports highly valuable and love using these insights to benchmark, learn, and plan their future approach.”

The full 2017 Consumer Edition is available at https://execsintheknow.com/cxmbseries/2017-consumer-edition/.

About Execs in the Know

For over 15 years, Execs in the Know has built a reputation of excellence in the Customer Management Industry and a worldwide community of over 50,000 Customer Experience Professionals. Execs in the Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking, and industry employment opportunities. Examples of this can be seen at their Customer Response Summit events, roadshows, webinars, workshops, Blog Talk Radio segments, Industry Benchmarking Series, blogs, thought papers, and social communities.

To learn more about Execs in the Know, visit www.execsintheknow.com. For more information on their Customer Management Recruitment Solutions, visit www.justcareers.com.

About COPC Inc.

COPC Inc. provides consulting, training, certification and the RevealCX™ software solution for operations that support the customer experience. The company created the COPC Standards, a collection of performance management systems for call center operations, customer experience management, vendor management, and procurement. Founded in 1996, COPC Inc. began by helping call centers improve their performance. Today, the company is an innovative global leader that empowers organizations to optimize operations to deliver a superior customer experience across all channels. COPC Inc. is privately held with headquarters in Winter Park, FL, U.S. and with operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan. To learn more about COPC Inc., visit www.copc.com.

For more information, visit www.copc.com.

Media Contacts

Alyssa Pitura
Director of Marketing and Brand Experience
alyssa@execsintheknow.com
www.execsintheknow.com
@ExecsInTheKnow

Lezli Harrell
Vice President, Marketing
COPC Inc.
lharrell@copc.com
www.copc.com

The post Execs In The Know & COPC Inc. Release 2017 Consumer Edition in Customer Experience Management Benchmark Series appeared first on Execs In The Know.

To download the full CXMB Industry Insights: Retail report, click here.

The post CXMB Industry Insights: Retail – Select Findings [INFOGRAPHIC] appeared first on Execs In The Know.

CXMB Industry Insights: Retail is aimed at providing insights into consumer opinions and behaviors, specific to the retail industry. Topics in this report include comparisons between online and in-store shoppers in the areas of pre-purchase research, shopping, customer care, drivers of mobile device shoppers, and the multi-channel experience.

Findings reveal differences and similarities between online and in-store shoppers when it comes to the customer journey. Among the most popular methods of issue resolution — in-person, phone and email — online shoppers prefer to resolve issues via email, while in-store shoppers strongly prefer to resolve issues in person. However, both groups had low preference for self-serve solutions, including self-help and automated tools.

Additionally, responses between online and in-store shoppers are strikingly consistent when respondents describe what is most important to them when interacting with a retailer to resolve an issue. Customers want agents who provide clear communication, listen patiently, understand the issue, express empathy, and are empowered to break away from the script to get issues resolved.

Survey Insights:

– In the event of a customer care issue, 68 percent of online shoppers and 75 percent of in-store shoppers would rather interact with a human versus a self-help system to resolve the issue.

– Among consumers who frequently shop from their mobile device, 44 percent would choose email as their preferred communication method with a brand compared to just six percent who would choose a phone call as their preferred communication method.

– Thirty-five percent of survey respondents think retail companies do a better job of providing a positive customer experience compared to other industries.

“We know retail brands have a huge opportunity to differentiate themselves by providing an exceptional customer experience. We conducted this survey to show real customer needs and to provide actionable data that all retailers should consider to improve customer satisfaction and increase loyalty,” said Kathleen Jezierski, chief operating officer, COPC Inc.

CXMB Industry Insights: Retail is the second in a series of industry-specific reports and is an extension of the Customer Experience Management Benchmark (CXMB) Series, also published in partnership between COPC Inc. and Execs In The Know. The first industry-specific report examined travel and hospitality and is available here.

“CXMB Industry Insights allows us to dive deeper into various industries and provide relevant insights that our community members in each vertical are seeking,” said Chad McDaniel, president, Execs In The Know. “Our retail survey offers information about consumer perceptions, expectations and behaviors so that our community can have a better understanding of the customer landscape in online and brick-and-mortar retail.”

For more information about the findings of this retail research or the CXMB Industry Insights survey series, contact Judi Brenstein, vice president, COPC Inc., at jbrenstein@copc.com.

 About COPC Inc.

COPC Inc. is an innovative global leader that empowers organizations to manage complex customer journeys.  The company created the COPC Customer Experience (CX) Standard and provides consulting, training and certification for operations that support the customer experience. Founded in 1996, COPC Inc. began by helping call centers improve their performance.  Today, the company works with leading brands worldwide to optimize key customer touchpoints and deliver a seamless experience across channels. COPC Inc. is privately held with headquarters in Winter Park, FL, U.S. and has operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan.

COPC will also be giving an educational pre-conference seminar at CRS Denver in September, 2019.

To learn more about COPC Inc., visit www.copc.com.

About Execs In The Know

For over 15 years, Execs In The Know has built a reputation of excellence in the Customer Management Industry and a worldwide community of over 50,000 Customer Experience Professionals. Execs In The Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking and industry employment opportunities. Examples of this can be seen at their Customer Response Summit events, roadshows, webinars, workshops, Blog Talk Radio segments, Industry Benchmarking Series, blogs, thought papers and social communities. For more information, visit www.execsintheknow.com.

The post COPC Inc. and Execs In The Know Publish Retail Customer Experience Research Insights appeared first on Execs In The Know.

To hear further discussion about CXMB Industry Insights: Travel and Hospitality, join Execs In The Know, COPC Inc. and guest speakers from Choice Hotels and Marriott International next Tuesday, December 6, at 1 p.m. ET for a webinar. To register, visit http://ow.ly/iGaO306Bmsy.

The post CXMB Industry Insights: Travel & Hospitality Survey Results [INFOGRAPHIC] appeared first on Execs In The Know.

PHOENIX, AZ. October 24, 2016 – Following the recent release of the 2016 Customer Experience Management Benchmark (CXMB) Series Consumer Edition, Execs In The Know and COPC Inc. are headed to Toronto, Canada on November 29^th for a CXMB Series Workshop. This exclusive, one-day event presents an excellent opportunity for customer experience professionals to gather and share their challenges, successes and insights, while also making lasting connections in their local area.

As with past CXMB Series Workshop events, great attention will be paid to the results of the 2016 CXMB Series Consumer Edition, which focuses on customer journey insights from the consumer’s perspective. The Consumer Edition of the CXMB Series brings a host of new content in 2016, while a number of topics from last year’s report are clarified and expanded further, including the consumer’s preference for live interactions over automated ones and the consumer’s perception of the multi-channel journey.

This year’s Consumer Edition report also features two new sections: The Millennial Consumer and The Alternative Channel Customer Journey.

A few highlights from the findings:

– While much work remains to be done, there was a measurable improvement in the consumer’s overall impression of the customer care they received in 2016

– While the preference for Traditional Care remains strong, there was a slight pullback in 2016

– Consumer preference for human assistance over automated/self-help systems remains strong

If you’re interested in attending this event, visit the CXMB Series Workshop section of the Execs In The Know website at execsintheknow.com/events/cxmb-workshop, or contact Chad McDaniel via email or phone at chad@execsintheknow.com or 623.234.2843.

If you can’t attend the event, but are interested in obtaining the CXMB Series 2016 Consumer Report, visit execsintheknow.com/cxmbseries/2016-consumer-edition/.

About Execs In The Know

For over 15 years, Execs In The Know has built a reputation of excellence in the Customer Management Industry and a worldwide community of over 50,000 Customer Experience Professionals. Execs In The Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking, and industry employment opportunities. Examples of this can be seen at their Customer Response Summit events, roadshows, webinars, workshops, Blog Talk Radio segments, Industry Benchmarking Series, blogs, thought papers, and social communities.

To learn more about Execs In The Know, visit www.execsintheknow.com. For more information on their Customer Management Recruitment Solutions, visit www.justcareers.com.

 About COPC Inc.

COPC Inc. is an innovative global leader that empowers organizations to manage complex customer journeys.  The company created the COPC Customer Experience (CX) Standard and provides consulting, training and certification for operations that support the customer experience. Founded in 1996, COPC Inc. began by helping call centers improve their performance.  Today, the company works with leading brands worldwide to optimize key customer touchpoints and deliver a seamless experience across channels. COPC Inc. is privately held with headquarters in Winter Park, FL, U.S. and has operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan.

For more information, please visit www.copc.com.

Media Contact

Alyssa Pitura
Director of Marketing and Brand Experience
info@execsintheknow.com
www.execsintheknow.com
@ExecsInTheKnow

The post Execs In The Know and COPC Inc. to Host 2016 CXMB Series Workshop in Toronto appeared first on Execs In The Know.

The following is a guest blog from Leslie Joseph, Senior Director, Product Marketing at [24]7. For more information about [24]7, visit http://www.247-inc.com/.

When was the last time you asked yourself “How can I improve the performance of my chat program?” No matter how optimized your chat program is, there is always room for improvement. As with any fitness program, simply following generic rules will only get you half way there. A customized workout for your chat is necessary to get the highest gains in performance. So how does one find the right routines, tools, and methods for getting chat-fit? The answer to all of these questions is in your data. It’s not just about what data you use, but how you use the data to make the biggest improvements.

Data is key. You don’t need to be a 1000-agent chat program before you start thinking about data. In fact, chances are, if you start thinking about data only after hitting a 1000, or even just 100, you probably have some catching-up to do. Smart execs can optimize even a fledgling chat program based on insights that can be gleaned from mashing up chat logs and reports with web data. But that’s just scratching the surface. Once you’re ready, chat transcript mining is the next frontier. Chat transcripts are a goldmine, rich with nuggets of insight that the performance-focused exec can arm to implement actions on the floor that enhance not just the efficiency, but also the effectiveness of agents. Chat mining is also a way to unlock other insights into customer sentiment and issue drivers that can lead to lower out-of-scopes, better customer engagement, smarter targeting, reduced costs and improved customer satisfaction. These insights, either on their own or paired with predictive models, can trim and tone your chat program to top efficiency.

But it doesn’t end there. The most important part is getting started. Once you start building momentum and making traction, you will soon realize that data-driven improvements will put even the best performance enhancing drugs to shame.

Join me on July 19, 2016 at 1:00 P.M. EDT as I discuss how some of the most successful companies use data and analytics to turn their chat channel into lean, mean performance machines. Register today! 

The post Get Your Chat Fitness On appeared first on Execs In The Know.