Inside Customer Service
OCTOBER 20, 2022
"Who was it?! Who's making us look bad?!" The employee was furious at her coworkers, and she let everyone in the customer service training class know it. I was facilitating the class. The night before, I had completed a mystery shop on five random employees at the client's request. The class was shocked when I revealed the dismal results. Nobody passed.
ClientSuccess
OCTOBER 18, 2022
As the importance of customer success – and the role of customer success managers – has grown over the past few years, more and more responsibility is falling into the laps of CSMs. Managing customer accounts is no longer contained to spearheading implementation and being on call to help customers through issues. Modern CSMs are now responsible for the full spectrum of customer conversations, including those trickier ones that may center around strategic initiatives such as renewals, upsells, ex
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Callminer
OCTOBER 27, 2022
A solid core of loyal customers is essential to any growing company. Read on for our list of strategies to improve CX and boost retention.
eglobalis
OCTOBER 29, 2022
The Best Customer Experience books 2002 list, Data and Design Readings of 2022, CX, experience design, cx strategy. The post The Best Customer Experience, Data and Design Books of 2022 appeared first on Eglobalis.
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
Adrian Swinscoe
OCTOBER 31, 2022
This is a guest post by a Graeme Meikle, a Senior WFM Consultant and Project Manager for Calabrio. Despite a rise in digital interactions, the phone […]. The post UK consumers say it’s good to talk but are contact centres really listening? first appeared on Adrian Swinscoe.
The Belding Group
OCTOBER 20, 2022
Outward focus is our guide to staying on the tightrope. When your customer is the focus of your thoughts, actions and words, creating outstanding customer experiences becomes easier. But it’s not easy. Shaun Belding | www.shaunbelding.com.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Heart of the Customer
OCTOBER 12, 2022
Visualize, monitor, and manage your journeys with a customized metric designed around your needs, your organization, and your customers.
Callminer
OCTOBER 24, 2022
In CallMiner’s continued work with mortgage lenders and financial institutions, we’ve identified four key use cases for conversation intelligence technology. Read this blog for more.
Intercom, Inc.
OCTOBER 19, 2022
At Intercom, we believe trust is at the core of every relationship between a business and its customers. As businesses grow and scale, they need to continue to earn and build on that trust in every way they can – but with rapidly expanding tech stacks, it’s not just their own company policies they need to monitor, it’s those of every company they partner with.
Adrian Swinscoe
OCTOBER 10, 2022
This is a guest post from Julie Mcintosh, Chief Culture Officer at Kura, the largest independent outsourcer in the UK. The mental well-being of your employees […]. The post Contact centres: How to look after your employee’s mental health first appeared on Adrian Swinscoe.
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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.
Fonolo
OCTOBER 20, 2022
The great migration of contact centers transitioning from on-site to hybrid work environments isn’t slowing down–and an air-tight call center security strategy has never mattered more. There’s a staggering amount of sensitive information that flows through a contact center every day. The personal email addresses, passwords, and credit card numbers that are all in a day’s work for a call center, are very desirable to cyber criminals.
Shep Hyken
OCTOBER 12, 2022
Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. More on why in just a moment. For now, let’s address why companies aren’t using social channels. . When a company tells me they don’t want to participate in social media customer care, I ask why.
Heart of the Customer
OCTOBER 12, 2022
Show business impact quickly by mplementing a closed loop feedback system. You probably already have the tools you need to get started!
Callminer
OCTOBER 18, 2022
Join us for LISTEN in Miami, Oct. 31 - Nov. 2, to hear about our product roadmap and how we're supporting experience management use cases, including customer, product and brand experience.
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.
Intercom, Inc.
OCTOBER 27, 2022
?. Manual document collection is not exactly what you would call a seamless process. Whether it’s customer onboarding or just gathering information for an event, we’re often trapped in endless follow-ups and back-and-forth emails until we finally get the assets and can move on with other, more meaningful tasks. Alex Delivet , one of the protagonists of the Paris startup scene, has experienced this predicament first-hand.
Adrian Swinscoe
OCTOBER 4, 2022
As we approach the end of the Summer and head into Autumn, here in the Northern hemisphere, many gardeners will be starting to think about getting […]. The post In times like these, customer service leaders can learn a lot from gardeners first appeared on Adrian Swinscoe.
Fonolo
OCTOBER 26, 2022
When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction scores ? Impeccable customer service and experience? To get a real sense of how things are going, don’t just look at your customers; look at your agents. If they’re motivated, your customers will likely feel satisfied. If not? Everything goes downhill.
Lumoa
OCTOBER 20, 2022
It’s no secret that customer experience is key to a company’s success. But what may be surprising is that as businesses compete more and more for customers, customer experience is becoming the new competitive battleground. . What does this mean for companies? It means that in order to stay ahead, they need to focus on delivering not just a good product or service, but a great customer experience as well.
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
TeamSupport
OCTOBER 4, 2022
A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences. So in the cases where a customer is asking for something you can't provide, whether that's faster response times or new features (or a trip to the Moon with Wallace and Gromit), your business needs to
Callminer
OCTOBER 10, 2022
Our recent webinar with Kate Leggett, VP Principal Analyst at Forrester, dove into the impact of customer and employee experience on businesses’ bottom lines. Read on for a summary of the discussion.
Intercom, Inc.
OCTOBER 13, 2022
?. At Intercom, we believe that in-product messaging will become the primary customer communication channel. Not only is it the only channel you have full control over, but it’s the best place to quickly sort out issues and share information with your customers in a swift, non-disruptive way. After all, if you’re trying to engage your customer or persuade them to take an action, the best and easiest place to do that is when they’re in the product itself – not a few hours or days late
Adrian Swinscoe
OCTOBER 25, 2022
Today’s interview is with Prashanth “PVK” Krishnaswami is the head of market strategy and thought leadership for the CX product group at Zoho. Prashanth joins me […]. The post The killer combination: Customer success, happiness and the right technology – Interview with Prashanth Krishnaswami of Zoho first appeared on Adrian Swinscoe.
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
The Belding Group
OCTOBER 19, 2022
An outward focus, defined simply, is placing the needs of other people at a higher priority than our own. The classic example is the story of Sir Walter Raleigh. Shaun Belding | www.shaunbelding.com.
Steven Van Belleghem
OCTOBER 17, 2022
These Summer holidays, my company nexxworks’ team visited Teleperformance’s “Global Esports Arena and Metaverse Center of Excellence” in Lisbon. For the moment, this metaverse-oriented eSports arena may not immediately mean something for Teleperformance’s core business – which is customer acquisition management, customer care, technical support, debt collection, social media services, and other services – but that’s not why they introduced the concept.
Totango
OCTOBER 12, 2022
Recent years have seen an astonishing rise in the popularity of subscription-based products and services. The world of ownership is being replaced by Spotify, Hulu, Amazon Prime, and a host of other on-demand services. And of course, customers can easily cancel the very second they become dissatisfied, lose interest, or feel they aren’t getting the value they expected. .
Callminer
OCTOBER 5, 2022
It’s time organizations view surveys as only one customer feedback channel – not the only channel. Read on for three conversation intelligence use cases to upgrade your feedback mechanism.
Speaker: Aaron Jacob, VP of Accounting Solutions & Reagan Cook, GTM Lead
Are you struggling to navigate the complexities and challenges that come with crypto accounting? 🤔 This new webinar will cover everything businesses need to know to get started with crypto accounting after incorporating crypto into their business models! Industry experts Aaron Jacob and Reagan Cook of TaxBit will thoroughly explore the prevalent operational hurdles encountered by accounting teams when interacting with crypto on the books, and detail how software solutions can effectively
Intercom, Inc.
OCTOBER 13, 2022
We’ve just wrapped up another edition of New at Intercom to share our fall 2022 product launch with everyone. Meet the five brand-new product innovations that will drive up customer engagement this fall – including our biggest messenger update yet. The last year hasn’t been easy. The industry landscape is changing, the prospects of a global recession are ever-present, and everyone is struggling to get leaner, reduce costs, increase efficiency, and increase customer satisfaction and retenti
Adrian Swinscoe
OCTOBER 21, 2022
This is a guest post by Lara Khouri, founder of there is no spoon, a boutique people experience and change leadership consultancy. It is the first […]. The post Why skills training your customer service team doesn’t work first appeared on Adrian Swinscoe.
CSAT.AI
OCTOBER 19, 2022
Phrase based models use natural language processing (NLP) and machine learning which allow AI to derive meaning from human language. This is a powerful customer service technology in multiple ways. The Power of NLP. NLP is a branch of computer science focused on enabling AI to interpret and respond to human language at a human ability level. People are trained all of their lives to use language and automatically assess words in context.
Steven Van Belleghem
OCTOBER 24, 2022
Have a dedicated customer (di)vision. A lot of B2B companies are still very product or service driven. They think inside out: “what could be the best features?” or “how can our services be more efficient?”. They lack the outside-in reflex that characterizes the most successful B2C companies. If you, as a B2B company, want to offer a better customer experience than your competitors, you just need to start with the customer: what are their hopes, dream, fears and needs?
Speaker: Brad Pinneke, VP of Business Development at Payrix and Worldpay for Platforms
In this webinar, Brad Pinneke, Vice President of Business Development at Payrix and Worldpay for Platforms, will dive into the 7 must-have criteria for evaluating payments partners, helping you maximize both efficiency and the long-term value of your investment. From assessing technology capabilities to leveraging business development opportunities, this session will give you a clear, actionable strategy to select the right partner for scaling your business.
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