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The customer service week that was – 14-06-28

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What has happened in the customer service industry in the week ending June 28, 2014 and what people are talking about.

The Happenings

Partnership to Present Clear Contact Center Advantages for Microsoft Lync Customer -- This partnership combines the unified communications services and applications of The Via Group and CSI and will enable both companies to deliver a more complete Lync Contact Center solution to new and existing customers.

Twilio Partners With Google And LiveOps To Launch A Chrome OS-Based Call Center In A Box -- LiveOps will offer its users a subscription service that bundles a Chromebook or Chromebox with a high-quality headset and Twilio’s VoIP services. The whole system is built around Twilio CX and will allow a call center operation to almost completely bypass any legacy hardware. Instead, they can just subscribe to the service, a box arrives at their door and a new employee can be up and running within minutes.

Nexidia Announces Newest Version of Interaction Analytics Applications Powered by Breakthrough Speech Analytics Advancements – The company’s latest technology innovation, Neural Phonetic Speech Analytics, combines the strengths of Large Vocabulary Continuous Speech Recognition (LVCSR) and phonetic indexing in a way that offers the a scalable, accurate and flexible solution.

The Talk

Don’t Confuse CX Technology with Customer Experience Management "Take the mystery out of the true meaning of customer experience management by thinking about your own experiences, expectations, and preferences as a customer." -- Customer Think, Lynn Hunsaker

Catch Phrases Aren’t Winning Customers “It’s like visiting some clean crazy relative’s house when you were a child and they screamed at you to wipe your feet before coming in the door." -- Customer Service Power, Melissa Kovacevic

What Can Bad Customer Service Cost You? “Customer Service sent me an e-mail response that showed three more fatal flaws (adding to the first one of not following up on their commitment to contact me) – Joel Fredonia Press

That Old-Time Customer Loyalty Feeling: Ever since, however, as Sadler related this story to the business conference, he has looked for every excuse imaginable to patronize Best Buy. He goes to the Best Buy store for routine things, even when it’s out of his way. He recommends Best Buy to friends who are in the market for electronics. And tells this story everywhere he goes. – Linkedin, Don Peppers

Monday Motivation: Infectious Customer Service “If only the most awesome customer service representative you ever spoke with could handle all of your customer service needs for all companies you do business with.” – Communicate Better Blog, Jeremy Watkin

Customer Relationships: Does It Pay To Tell The Truth? “ If you are genuinely committed to putting in place a customer culture then you do right by the customer, always, irrespective of how the ROI calculation works out.” – Customer and Leadership Blog -- Maz Iqbal

The Dying [Dead?] Art of Customer Service “I’ve noticed this growing trend with customer service in person, on the phone, and via Email: The lack of eye contact, the refusal to commit to a resolution or communicate verbally in a clear way, the total absence of empathy, compassion, or urgency of any kind” -- Noah James Hittner

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