Execs In The Know
JANUARY 31, 2024
Customer Response Summit (CRS) returns in Tucson, Arizona, March 12-15, 2024. Join your fellow CX leaders and colleagues for a dynamic experience of learning, sharing, networking, and engagement. CRS is an event that promises to ignite your passion, spark innovation, and forge lasting connections. It is so much more than just a conference – it’s an experience!
Customer Service Life
JANUARY 31, 2024
Image by Gerd Altmann from Pixabay Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing quality.” He helped me create a basic form with a somewhat elaborate scoring system and I began scoring my team’s interactions with customers.
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Heart of the Customer
JANUARY 31, 2024
Customer experience (CX) has become a pivotal differentiator. Delivering exceptional CX is no longer a nice-to-have; it’s a must-have to build customer loyalty and drive revenue growth. Yet, few organizations have matured to the point where they can consistently deliver that great experience and realize the benefits. Given the low overall maturity of most companies’ […] The post Navigating Customer Experience Maturity: The Road to Success appeared first on Heart of the Customer.
Fonolo
JANUARY 31, 2024
Why is call abandonment still a thing? Can’t technology put an end to this problem once and for all? Now there’s a tantalizing question! You likely know the answer, but let’s take a closer look. If you take a tech tool like ChatGPT and ask it about call abandonment in the contact center, the AI-powered bot will give you an earful about one of the most persistent problems in the customer service industry.
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
Customer Think
JANUARY 31, 2024
Earlier this week, I was interviewed by John Radkins, for his Sales Machine Blog, and he asked me to explain sales process for those who don’t want to be restricted by sales process.
The DiJulius Group
JANUARY 31, 2024
From his time in the military to the courtroom, Alex Gertsburg has navigated a path that’s as inspiring as instructive. In this episode of The Customer Service Revolution, Alex, the managing partner of Gertsburg Licata Law Firm, joins John to share his journey and how it’s shaped his approach to leadership and customer service. His. Read Full Article The post 141: Creating The Lawsuit-Free Company appeared first on The DiJulius Group.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
CallCare
JANUARY 31, 2024
Amidst the thick fog of our healthcare systems, the NHS stands as a beacon of light, dedicated to providing quality and affordable care. However, the storm of staff shortages has cast a shadow over this light. In this blog post we embark on a journey to understand the complexities of NHS staff shortages and shed some light on potential navigational strategies.
Logicalware
JANUARY 31, 2024
The modern contact centre is available to businesses now. And for those that are utilising the myriad of features available, it’s delivering enormous value. In fact, a 2023 Forrester study found that companies that focus on customer experience can achieve revenue growth 4-8% higher than their competitors. For businesses that are investing in their tech setup and want to modernise their contact centre, they need to ensure they have a robust and complete set of tools to support their customer enga
Customer Think
JANUARY 31, 2024
Helen Fanucci, a sales leader with 25+ years in the high-tech industry and author of “Love Your Team: A Survival Guide for Sales Managers in a Hybrid World.” discusses the importance of trust in sales, effective targeting strategies, and the role of collaboration in team selling.
Execs In The Know
JANUARY 31, 2024
Artificial Intelligence (AI) has transcended the realms of buzzwords to become a linchpin in reshaping leadership and operational strategies across various sectors. In an era where AI’s influence is tangibly transforming customer experience (CX) and operational efficiency, the call for leaders to harness its potential has never been more pressing. Integrating AI in daily activities is not a futuristic concept but a current reality, particularly in how it redefines customer engagement and simplif
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Zendesk
JANUARY 31, 2024
Here are the newest integrations from Zendesk to help your team provide top-quality experiences. Slack Connector for Workflow Builder Slack Connector for Workflow Builder (Support) lets anyone create time-saving workflows using clicks, code, or a mix of both. Pre-built connectors allow you to instantly bring your favorite apps and services into your workflows with drag-and-drop simplicity.
SurveySensum
JANUARY 31, 2024
In this customer experience industry, the one question that’s asked of me the most is – What do I do to keep my clients happy? Here’s what I say: Think of your business like a lively party. You’ve got the newcomers sipping on the excitement of your products. The regulars who’ve been grooving with your brand for ages. And the occasional troublemakers who keep your customer support team on their toes.
NGDATA
JANUARY 31, 2024
The idea that your organization should have a customer focus instead of a product focus is not new. There are several ways to improve the customer experience, and one of them is with AI. It allows your marketers to discover new opportunities within the customer base by identifying new audiences and setting up offers and experiences for these audiences.
Help Scout
JANUARY 31, 2024
Introducing the newest updates to the Help Scout platform! AI features, updated Shopify integration, new Instagram channel integration, and more.
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
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