Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Given the sheer number of metrics and KPIs that call centers could track, it’s no surprise that some metrics tend to go overlooked.

Contact Center 561

Contact Center Non-Profits Compliance Start-ups 561

Beyond Philosophy

OCTOBER 25, 2018

Most companies today know that putting the customer at the heart of everything they do is vital. Doing something about it, however, tends to fall into the unknown category. The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? What aspects of the experience should you focus your efforts to improve?

Customer Experience 245

Customer Experience Customer Service 245

Intercom, Inc.

OCTOBER 5, 2018

Customer retention is the silent killer of SaaS businesses today. People get curious, kick the tires, shrug their shoulders and leave without saying goodbye. Even if you are acquiring customers for $10, if they only stick around for a month or two, you won’t build a lasting business. What is customer retention? Customer retention is the rate at which your business can keep its paying customers over a given period of time.

Customer Retention 199

Customer Retention Education Start-ups Customer Loyalty 199

CX Accelerator

OCTOBER 9, 2018

Breaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more. Consumers are not as likely to fill out surveys as they once were.

VOC 160

VOC Unstructured Data Close the Loop Social Media 160

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Customer Experience

Fonolo

OCTOBER 3, 2018

Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. While some are overhauling and optimizing their entire operations and adapting to the demands of modern consumers, there exist some (even those belonging to notable brands) that lag a step or two behind the speed of change.

Contact Center 170

Contact Center Social Media Education Technology 170

UJET

OCTOBER 18, 2018

When done right, a conversation with the customer over the phone can be helpful, engaging, and even fun. The problem with voice support is that it can also go terribly wrong, and those are the types of interactions that people hear about.

Customer Experience 156

Customer Experience Contact Center Customer Service 156

Beyond Philosophy

OCTOBER 4, 2018

Each of us has a time of day when we are at our best. Likewise, we have times when we are not at our best. These times affect how we behave, and that can have repercussions for your Customer Experience. For example. I am a morning person. When I have something creative or complicated to do, I like to tackle it first thing. However, in the late afternoon to evening, I am useless.

Sports 141

Sports Government CRM Customer Experience 141

Intercom, Inc.

OCTOBER 22, 2018

Brand new users aren’t committed to your product when they first sign up. They’re just trying it out. A great first use experience has to prove to these new and uncertain customers that your product will actually make their lives better. It’s not surprising that onboarding flows focused on demonstrating all the features of a product become leaky buckets as new customers quickly lose interest.

Start-ups 188

Start-ups Sales 188

CX Accelerator

OCTOBER 25, 2018

What a fantastic couple of days at the Arizona Biltmore. Despite a general soreness from impromptu desert hiking in the picture above, as well as a beard full of whipped topping from the “Wild West Olympics”, it was a remarkable event. Naturally, Customer Experience and AI were on the tip of everyone’s tongue. There is no doubt that the contact center industry is poised for massive changes.

CX 140

CX Net Promoter Score NPS Contact Center 140

Fonolo

OCTOBER 30, 2018

These days, customers are savvier than ever. Generic, sales-heavy marketing campaigns no longer have the same impact they once did. Thanks to social media platforms, customers wield more power than ever before. Customer service and call center agents are certainly feeling the effects of this power: They are working harder than ever to successfully meet customer demands to earn rave reviews rather than damaging social media rants from customers.

Customer Service 164

Customer Service Social Media Gaming Start-ups 164

Speaker: Jason Cottrell and Brian Walker

Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.

Customer Experience

Uniphore

OCTOBER 30, 2018

In short, RPA vendors provide no code (optional low code) design platforms that are often marketed to business users but are better matched with someone in the organization who has past experience developing software. Yes, someone with an IT background is an ideal candidate despite the features and “ease of use” marketing points that are constantly hitting your inboxes and social media feeds.

Social Media 100

Social Media 100

Callminer

OCTOBER 29, 2018

Eureka Alert combines AI-driven automated transcription, redaction, and alerting to provide real-time direction to contact center agents and supervisors to drive specific outcomes within a call.

Contact Center 207

Contact Center AI 207

Beyond Philosophy

OCTOBER 11, 2018

We all want to sell more. So how do we do this? A powerful sales technique exists that can help. The best sales organizations use it well; the worst, not so much. It is based on a psychological concept called reciprocity, and it might be what you need to get (or keep) your foot in the door. We discussed reciprocity in our recent podcast episode. Reciprocity is a concept in psychology that describes how people respond to a positive act with another one in return.

Sales 137

Sales Customer Loyalty Start-ups Customer Experience 137

Intercom, Inc.

OCTOBER 24, 2018

How do you scale a support organization without breaking the budget or killing the quality of the customer experience? It’s an age old question for anyone leading a customer support organization, the sort of challenge that requires continuous innovation as a company and its customer base expands. With more than 30,000 customers and 100 people on the Customer Support team, we’ve come a long way from the team of just nine when we first shared a blog post on using Intercom to support our customers.

Machine Learning 178

Machine Learning Technology Technology Innovation 178

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Customer Loyalty

Myra Golden Media

OCTOBER 29, 2018

If you find it hard to get customers to accept your word as final and if too many of your customers just go over your head to talk to a supervisor who will tell the customer the exact same thing, you need to read this. I have for you five little tricks that I share in my onsite de-escalation workshops. These ideas will help you be far more successful in getting customers to accept your word as final. 1.

Customer Experience 110

Customer Experience 110

Fonolo

OCTOBER 31, 2018

Every tech trend has a natural lifespan. It starts on the fringes, builds momentum with early adopters, then moves into the mainstream. Subsequently, you get some start-up successes, then a rush of VC-funded efforts, then an overshoot in expectations, and finally a settling-in to some kind of status quo. Think “P2P”, “big data”, “IoT”, or “blockchain”.

AI 105

AI Start-ups Technology Technology 105

Uniphore

OCTOBER 31, 2018

While all three of these approaches have proved valuable in addressing business pain on the surface, these strategies have also failed to address the true root cause (business / IT wedge) and in many cases have only exasperated the problem by overlooking it altogether as vendors continue sell the business “ready to go” applications to help remove their dependence from IT.

100

100

Callminer

OCTOBER 21, 2018

There are a significant range of features and benefits within speech analytics software solutions that should be considered for virtually any organization.

182

182

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Beyond Philosophy

OCTOBER 5, 2018

To improve your customer experience you must also become much more customer centric. How do you do this? What should we focus on? Colin and Ryan discuss what you need to do and how this impacts building a great customer experience. Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free! The post Creating and Sustaining a Customer Centric Culture appeared first on.

Customer Experience 123

Customer Experience 123

Intercom, Inc.

OCTOBER 2, 2018

You might have noticed Inside Intercom is looking a little different today. What you’re experiencing is the result of almost a year’s work, designed not just to showcase the breadth of content we publish, but to make it easy for you to discover and consume it. Over the past few years Intercom’s customer base has grown considerably beyond the startup and product-focused readership we initially focused on with Inside Intercom.

Engineering 162

Engineering Social Media Customer Acquisition Start-ups 162

Taylor Reach Group

OCTOBER 11, 2018

Taylor Reach assists currency investment firm in acquiring new telephony platform. The Taylor Reach Group, Inc., announces a new telephony project for a world leader in international currency exchange. Working with individual and corporate investors, as well as handling foreign exchange transactions for businesses, creates a highly demanding customer experience environment.

Contact Center 106

Contact Center CX Technology Technology 106

Fonolo

OCTOBER 10, 2018

The rise of digital commerce and the growth of social media have given consumers powerful tools to share their thoughts and feedback with brands. The ability for customers to tout their distinct opinions with far-reaching audiences is a new phenomenon that has shifted the way brands must think and operate. Excellent customer service must become a central component of companies’ strategies if they hope to survive and thrive in this digital age.

Customer Service 104

Customer Service Artificial Intelligence Social Media Entertainment 104

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Voice of the Customer

Uniphore

OCTOBER 31, 2018

Before I profess my thoughts on this one, let’s first look to the experts in the field who are implementing RPA. The big consulting shops or boutique services companies who are also fighting for your business. Groups with hundreds of onshore and offshore employees dedicated to building RPA bots for their clients. Surely the truth of this business user RPA battle lies within their four walls.

100

100

Callminer

OCTOBER 17, 2018

New research by reveals that US businesses have contributed to a switching epidemic by not valuing or listening to customers when they have problems.

182

182

Beyond Philosophy

OCTOBER 12, 2018

What are the six strategies for making your experience convenient? Colin and Ryan interview Shep Hyken, Customer Service and Experience expert about his latest book “ The Convenience Revolution ‘ Shep reveals these strategies. The post How To Make Your Experience Convienent appeared first on.

Customer Service 120

Customer Service 120

Intercom, Inc.

OCTOBER 29, 2018

People sometimes shudder at the thought of working to a deadline. They can be seen as stressful, constraining and often arbitrary. It can feel like delivery dates are chosen on a whim and imposed randomly. When working to a deadline, however, you should never feel that the number of hours worked between now and then is all you can vary to effect the outcome.

Engineering 155

Engineering Start-ups Technology Technology 155

Speaker: Blackberry, OSS Consultants, & Revenera

Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?

Technology

CX Journey

OCTOBER 24, 2018

Image courtesy of Pixabay Today I'm pleased to share another guest post by Lexie Lu of Design Roast. If you want customers to return to your site, you have to create an amazing customer experience (CX). People tend to remember how your site makes them feel over the specific elements of the site. Everything from the overall design of the pages to customer service to overall functionality plays into CX.

Social Media 94

Social Media Customer Experience Start-ups B2B 94

Fonolo

OCTOBER 24, 2018

A year ago, the CPaaS (Communications Platform as a Service) space seemed settled into comfortable middle-age. Twilio had won the game in terms of “API for sending messages and making calls” Nexmo had been acquired by Vonage. Tropo by Cisco. Zang by Avaya. But, it turns out that this was just a pause before the next verse in this tune. Twilio launched an ambitious expansion “up the food chain” with a call center platform in March (which went live this week), invested heav

Gaming 103

Gaming Start-ups Innovation AI 103

Uniphore

OCTOBER 31, 2018

So where do business users fit in this RPA space? Business users have a role to play – and it’s a very integrated role but it is not in developing the automations no matter how good a vendors’ “automation recorder” may be. The business should be the ones identifying the opportunities, documenting the opportunities and be an integral process in the agile process contributing to ongoing process improvement, testing, adoption, etc.

100

100

Callminer

OCTOBER 9, 2018

CallMiner announced a partnership with Medallia, the leader in Customer Experience Management cloud technology.

Voice of the Customer 182

Voice of the Customer Customer Experience Management Technology Technology 182

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