eglobalis
APRIL 8, 2020
The number of companies willing to help us humans during the COVID-19 crisis is truly amazing. Medtronic is an amazing exception by going the extra mile, in their customer experience. The post Medtronic Puts Humans FIRST in Heroic COVID-19 Response appeared first on Eglobalis.
Callminer
APRIL 20, 2020
Business Process Outsourcing has come quite a long way in the last few years, allowing companies to achieve unheard of levels of sophistication in their market offerings without adding the strain of a vast assortment of new disciplines onto their internal teams. In this article, we discuss BPO as a flexible tool for businesses to use and many helpful tips for doing so.
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CX Accelerator
APRIL 1, 2020
Let’s face it, leadership in CX has never been a walk in the park. At the beginning of the year we saw some mixed predictions from Forrester that one in four CX professionals would lose their jobs whilst, in the same breath, stating that the number of CX execs would swell by 25%. What’s driving this paradoxical shift? Accountability. If you find yourself as a survivor of the cull or a newly empowered exec then here’s the brave new world in which we now reside: The Good News: The uphill battle to
Navedas
APRIL 8, 2020
We have all been tossed about by the current crisis having to make hard choices and swift changes. Here are a few companies giving support during the coronavirus economic fallout. The post Mailchimp, VitalSource and monday.com Supporting Students And Small Businesses During Coronavirus appeared first on Navedas.
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
Intercom, Inc.
APRIL 14, 2020
We continue our series of posts looking back through the Inside Intercom archive with a selection of some of our most popular posts on customer retention. This has long been one of the most popular topics on Inside Intercom, and over the years we have examined retention from a number of different perspectives – from measuring net dollar retention to understanding activity churn; from cohort analysis to re-engagement messaging strategies. “Retaining customers will be more important for surv
Uniphore
APRIL 2, 2020
Almost every third person in the world uses a smartphone. As users’ adoption continues to grow, regular voice calls will come to be seen as quaint. With the rise of conversational AI, consumers have come to expect even more from interactive voice systems. Read More.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Callminer
APRIL 30, 2020
Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. Companies that have effective strategies for handling these situations and skilled customer service agents capable of diffusing tension-filled interactions can turn difficult customer interactions into opportunities to exceed expectations, influence the customer’s perception of their business, and improve the customer experience to boost
CX Accelerator
APRIL 13, 2020
An original piece from Ben Motteram. As a CX manager, there comes a time when you have to start implementing changes within your organisation to help you to meet and exceed your customers’ expectations. These are the initiatives that are going to ensure you reach the goals you’ve defined in your CX strategy. This is where the rubber hits the road in CX management.
Taylor Reach Group
APRIL 9, 2020
By Peg Ayers. Everybody wants to improve the Customer Experience (CX) they provide, right? But maybe you believe it’s just too expensive to even think about it. Your organization is doing its best with the resources it has. What else can you do? Plenty! Providing poor CX is incredibly expensive! A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as
Intercom, Inc.
APRIL 9, 2020
Around the world, with offices closed and people staying at home, most of life is happening online now. That means brick-and-mortar shops are learning on the fly to take their businesses digital, and folks at home are pushing their utilities and SaaS products to the brink. It’s the perfect storm that produces a swell of people who need to get in touch with customer support.
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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.
Uniphore
APRIL 13, 2020
It’s become clear that the contact center needs to offer customers a better experience. Customer expectations for help and support have increased dramatically, Gartner noted in 2019. And it didn't matter what industry -- expectations were high across the board. More people today demand always-on support. They expect customer service to be available across all digital channels.
Beyond Philosophy
APRIL 9, 2020
Organizations use lots of incentives to encourage specific behaviors. The idea is that people will change behavior because of the monetary element of incentives. However, these incentives could be doing a lot more than that, which can have beautiful or terrible effects on your customer-driven growth. Ph.D. student Alicea “Allie” Lieberman from the University of California, San Diego, was a guest on our podcast recently to discuss incentives.
Callminer
APRIL 19, 2020
Big Data represents a major opportunity for companies to turn all this readily available data into business intelligence and transform decision making.
CX Accelerator
APRIL 13, 2020
An original piece from Ben Motteram. As a CX manager, there comes a time when you have to start implementing changes within your organisation to help you to meet and exceed your customers’ expectations. These are the initiatives that are going to ensure you reach the goals you’ve defined in your CX strategy. This is where the rubber hits the road in CX management.
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.
Navedas
APRIL 1, 2020
Make managing your remote customer service team easier with CSAT.AI. The post QA, CX and EX for your Remote Customer Service Team – We Can Help appeared first on Navedas.
Intercom, Inc.
APRIL 29, 2020
As marketers, our job is to understand our customers – their hopes, their wants, their needs – and then communicate the value of our product in the context of their lives. But what do you do when everything is turned upside down? At SaaStr Summit , I spoke about how businesses can adapt during these uncertain times by focusing on customer impact. I shared how we’re navigating these big changes, from the immediate impacts on customers, to the implications for our marketing and product plans, and,
Uniphore
APRIL 22, 2020
It’s fair to say COVID-19 has changed the way businesses operate. Compare everyday life today with your daily concerns from a month ago. The difference is pretty stark. Like everyone else, call centers have been reeling from the aftermath of the coronavirus. Paul Stockford, National Association of Call Centers Research Director, raised concerns about what he called a “pretty high” risk of exposure in those working environments.
Beyond Philosophy
APRIL 30, 2020
We here at Beyond Philosophy want to start by saying we hope you and your family are safe. These times are unprecedented, and no one is sure what to expect. We feel it, and we know you are feeling it, too. We are, as they say, in this together. We discussed how these times affect our behavior on a recent podcast , and not just as customers. Some of the human behavior in this crisis is wonderfully uplifting and inspiring, and some of it is jaw-droppingly bad.
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.
Callminer
APRIL 23, 2020
What are some call center best practices for retaining top talent and improving the customer experience? Take a look in CallMiner’s latest blog post.
CX Accelerator
APRIL 1, 2020
Let’s face it, leadership in CX has never been a walk in the park. At the beginning of the year we saw some mixed predictions from Forrester that one in four CX professionals would lose their jobs whilst, in the same breath, stating that the number of CX execs would swell by 25%. What’s driving this paradoxical shift? Accountability. If you find yourself as a survivor of the cull or a newly empowered exec then here’s the brave new world in which we now reside: The Good News: The uphill battle to
Lumoa
APRIL 13, 2020
What is voice feedback? With modern technologies available today, such as speech-to-text and artificial intelligence it’s possible to automatically generate insights from calls. In this article, we'll explain what voice feedback is and how to generate customer insights from it.
Intercom, Inc.
APRIL 30, 2020
In times like these, we could all use friends, supporters, collaborators. And as businesses, we could all use partners to forge stronger relationships with our customers. So today we’re excited to announce two new programs for Intercom app builders and service providers: the App Partner Program and the Service Partner Program. Partnerships have always been key to the way we work at Intercom.
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
Uniphore
APRIL 21, 2020
How do you create a call center work environment when agents are worried, tired and stressed? As the coronavirus chaos continues, many contact centers face little choice but to allow their employees to work from home. Yet, working remotely has many complications. Overcoming security and privacy concerns and remaining compliant with governmental regulations requires call centers to walk a tightrope.
Beyond Philosophy
APRIL 2, 2020
Apple has an excellent experience. We could all learn a lot from how they approach business as usual to facilitate customer-driven growth. Why do I like Apple’s experience? Before I answer, I should have my guitar. I am just kidding. No one wants that. What we do want is to know how to facilitate customer-driven growth. Apple is an excellent example of how to do this.
Callminer
APRIL 24, 2020
As recent research shows, the U.S. call center industry is alive and well. According to the data, the industry saw a total of 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations. What this means is there’s an imperative for call centers to drive operational performance excellence in order to remain competitive in the industry.
Heart of the Customer
APRIL 9, 2020
Here’s a story I’ve seen played out multiple times: An executive believes in the power of customer experience (CX). Perhaps they read an article, or they heard about a CX program another company offered, or saw a competitor speak at a conference. For whatever reason, the executive saw the light, and wanted a CX program […]. The post Three Ways to Show Business Impact for Your CX Program appeared first on Heart of the Customer.
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
Fonolo
APRIL 20, 2020
At the risk of blowing our own trumpet, we’ve been hammering on about the necessity of preparing to handle call spikes for years now. No matter what you do as a contact center manager, there’s always going to be something you didn’t prepare for. It could be a freak weather event. Or it could be a sweeping pandemic that sends half the world’s population into quarantine.
Intercom, Inc.
APRIL 14, 2020
“A team takes its tone from its leader,” says our Global Director of Customer Support Kaitlin Pettersen. When an unprecedented crisis like COVID-19 hits how do you provide your team with the guidance they need? Your support team is likely experiencing an array of unprecedented stressors right now, like tackling high conversation volumes, resolving stressed-out customers’ issues, and abruptly transitioning to working remotely.
Uniphore
APRIL 14, 2020
You make the dreaded phone call. You are placed on hold. When the agent answers, he asks for your name and the last four numbers of your social security number. You state your problem; he transfers you to another department. The next agent asks for your name and the last four numbers of your social security number. The agent places you on hold. Again.
Taylor Reach Group
APRIL 27, 2020
By Colin Taylor. The agents on the frontline want to help customers. They want to resolve issues, and to deliver the desired customer experience and the brand promise. Doing these things results in happier customers and happier agents (as they were dealing with happy customers). Not providing the tools to enable the agents to serve customers would be shortsighted and would create friction in the interaction and relationship.
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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