Futurelab
MARCH 8, 2024
#NoBullshitCX #20yearsFuturelab “Numbers don’t take decisions, leaders do.” One of our clients is very numbers oriented in their CX approach. Whenever we discuss their Voice of the Customer (VoC)results, they want to look at all possible cross-sections: by segment, by brand, by day of the week that their customers birthday falls on, you name it. I am obviously joking, but it represents what we often get at companies: the more numbers, the better.
Beyond Philosophy
MARCH 8, 2024
Have you ever come across the Abilene Paradox? It’s when everyone agrees to do something that no one really wants to do. Jerry B. Harvey coined “The Abilene Paradox” based on a family incident. They ended up driving 50 miles each way across the scorching Texas desert to Abilene for dinner, even though none of them wanted to go. They all thought everyone else wanted to go, so they reluctantly agreed.
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Customer Think
MARCH 8, 2024
What the heck is customer experience, and who is responsible for it? These are two very good questions, for which I, myself, have some very distinct answers.
Zendesk
MARCH 8, 2024
Why using Zendesk WFM’s Forecast feature is a must It highlights your trends over time It lets you check your gut feelings against real data It gives you an idea of where you are vs. where you should be It’s a launchpad for creating outstanding schedules It tells you, down to minute-level increments, how you should be staffing It shows you where and when your team needs help It provides a rough idea of the future, which will either give you an edge over your competition or put you on
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Customer Think
MARCH 8, 2024
In order to build trust and credibility around a brand and deliver each customer the best products and services, customer journey optimization is vital. It is a great way to build a more personal relationship with the customers, and it benefits your business in many ways.
Zendesk
MARCH 8, 2024
Every workforce manager has been there. Maybe the forecast was wrong or something unexpected happened, but you’re now face-to-face with WFM scheduling errors. The staffing numbers don’t match reality, and the panic sets in. Instead of throwing your hands up, get creative with handling the issue. Whether you have more people on staff than you need or you’re desperate for a few more CX agents to lessen the pressure, there are ways to make this problem less awful.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Zendesk
MARCH 8, 2024
The Agent Status Dashboard is a tool designed for managers and team leaders to provide real-time visibility into their agents’ current activities. Yep, you read that right—we’re talking real-time insights on agents’ operations. The dashboard allows managers to closely monitor their team members without hovering over their shoulders or constantly interrupting them throughout the day.
Customer Think
MARCH 8, 2024
First, one more reminder: please take our Martech Composability Survey this week. When you see the questions, I think you’ll agree that having a statistically significant dataset for a “no BS” view of this topic would be super valuable for the whole martech community. We’ll share the full results publicly. But we need your participation.
Zendesk
MARCH 8, 2024
Introducing a simple way to exclude inbound volume outliers in your forecast within Zendesk WFM. It’s time to get more specific with your forecast and exclude any outliers from your inbound volume to make your forecast more precise. That’s right; you can now remove dates and times that may skew your forecast. Why exclude outliers? As always, accuracy.
SurveySensum
MARCH 8, 2024
Businesses have increasingly turned to chat support as a pivotal tool to engage with customers. Chat support offers real-time assistance, helping your company address customer queries, resolve issues promptly, and ultimately enhance customer satisfaction. The global market for live chat software was worth $755.23 million in 2020, and you can expect to see that grow at a CAGR of 8.8% and reach $1.7 billion by 2030.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
Zendesk
MARCH 8, 2024
This will save you time on Zendesk WFM when you need to understand who’s in and who’s not while providing: Better visibility for the attendance events (lateness, absence, overtime) Information that might be valuable for Payroll Reports (such as clock-in and out information, time logged as a duration in hours, and unpaid breaks) Quick access to the report through a dedicated menu selection Seamless navigation to past days An easy count of your agents per filtering selection Upfront, you’ll be gre
Customer Think
MARCH 8, 2024
Business leaders with customer-centric mindsets are – and should be – more than familiar with the customer service and sales benefits being promised by AI – in all of its forms.
DMG Consulting
MARCH 8, 2024
AI and the Contact Center Staffing Challenge March 2024 It’s challenging and costly to hire, train, and onboard new contact center agents, and it’s often more difficult to retain them. Contact centers have always had an employee attrition problem because it’s a tough, underappreciated, and generally underpaid job. Although the Great Resignation brought the contact center staffing and retention issue to the attention of senior executives, they are losing interest in this challenge now that employ
Customer Think
MARCH 8, 2024
Email marketing leader announces new Link Monitoring in Email Guardian solution
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
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