Callminer

SEPTEMBER 25, 2018

We’ve rounded up 50 must-see customer engagement presentations from leading organizations and industry thought leaders.

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265

Intercom, Inc.

SEPTEMBER 26, 2018

In the world of recurring revenue, SaaS companies realize they need engaged customers if they are to grow a healthy, sustainable business. This is where having a solid customer engagement strategy comes in. Remember those halcyon days when software was sold through licenses and you only had to win over each customer once to stay profitable? Those days are over.

Start-ups 202

Start-ups Customer Feedback Sales 202

Uniphore

SEPTEMBER 13, 2018

Top 5 Processes that RPA can Master Best. Today, RPA software is quickly becoming the most efficient and cost-effective method for organizations to attain, optimize and deploy information from any data source or application, including websites, desktop applications, and enterprise systems, boosting the speed of business processes and services without the need to replace or alter existing platforms.

Customer Experience 145

Customer Experience 145

Beyond Philosophy

SEPTEMBER 14, 2018

Does the time of the day that you sell or deal with your customers affect how much they buy or how they see your customer experience. The answer is yes, but why is this the case and what should you do about this? The post How Does Time Of Day Affect How Much We Sell? appeared first on.

Customer Experience 143

Customer Experience 143

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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.

Customer Service

UJET

SEPTEMBER 7, 2018

Customer support is a vital part of your business. Your customer service agents are on the front line with the customer, and they need to be able to provide the best possible support at all times.

Customer Service 122

Customer Service Contact Center 122

Fonolo

SEPTEMBER 19, 2018

Tweet. As early as the 19th century, “tweet” was a charming term in the English language, evocative of the gentle vocal stylings of small birds. Now it refers to the music of a rather different beast , one that, at its loudest, can deafen and defeat businesses. Twitter, among other social platforms, has in recent years become a mighty digital megaphone for many frustrated (or conversely, happy) customers.

Social Media 237

Social Media Contact Center Non-Profits Education 237

Intercom, Inc.

SEPTEMBER 17, 2018

The ideal onboarding experience is an easy and frictionless path to finding value. Consumer products perfected this by building onboarding experiences with maniacal focus on a single metric: Facebook’s 7-friends-in-10-days, or Pinterest’s 1rc7 (percentage of new signups that repinned a pin or clicked on a pin in the week following signup). But some products include irreducible complexity.

Technology 167

Technology Technology 167

Uniphore

SEPTEMBER 21, 2018

Turning RPA Hype into Full-Blown Reality. Today, along with recent technological advancements in machine learning (ML), artificial intelligence (AI), and big data, Robotic Process Automation has become well known to businesses of all sizes. Indeed, the word has spread of this revolutionary technology. A technology that can automate up to 80% of software application processes in both the front and back office, thus reducing the costs of existing manual operations by 25% to 40% (or more) without c

Artificial Intelligence 133

Artificial Intelligence ML Machine Learning AI 133

Beyond Philosophy

SEPTEMBER 20, 2018

People do not say what they mean or, it seems, what they are thinking. Why? If we aren’t saying what we mean, then what are the implications for our Customer Experience? Honest communication can not only improve communication, but it can also enhance workplace quality and Customer Experience. We spoke with a special guest (and friend of mine), Steven Gaffney, author, Certified Speaking Professional and founder of the Steven Gaffney Company about this topic on our recent podcast.

Sports 136

Sports Construction Start-ups Customer Experience 136

Customer Bliss

SEPTEMBER 18, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. The following is a lightly edited transcript of the video below. In each episode of my podcast , I ask my guests, “What do you know now that you wish you knew then?

CX 133

CX Customer Experience 133

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

Fonolo

SEPTEMBER 4, 2018

You know when you’re listening to a podcast interview and the guest says something and you literally smack your head, pause the podcast, and start tweeting? Happened to me last week. Andrew Yang, founder of “Venture for America” (and a long-shot candidate for president in 2020) said “Google recently demonstrated software that can do the job of an average call center worker … that’s going to result in hundreds of thousands of jobs lost”.

AI 209

AI Contact Center Start-ups Innovation 209

Callminer

SEPTEMBER 5, 2018

In this post, we explore the concepts of BPO and KPO and discuss the key differences between the two.

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207

Intercom, Inc.

SEPTEMBER 6, 2018

As a human being, storytelling is one of the most powerful tools in your arsenal. It works in just about every situation where other human beings are involved and, contrary to what you might think, it’s actually surprisingly simple to construct a compelling story. In my talk for Intercom’s tour last year, I walked the audience through a simple structure for building strong stories and spoke to several experiences I’ve had where a story made all the difference to the outcome.

Construction 151

Construction Start-ups 151

Customers That Stick

SEPTEMBER 27, 2018

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 103

Customer Service 103

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

Actionable Insights

Beyond Philosophy

SEPTEMBER 26, 2018

Measuring customer emotions for your Customer Experience is a vital activity for your organization. After all, if you can’t measure it, you can’t manage it, as the saying goes. We discussed how to measure customer emotions on our recent podcast. Today we will discuss how to measure feelings, which feelings you should measure, and where and when you should measure them.

Net Promoter Score 129

Net Promoter Score NPS Customer Experience Customer Survey 129

C3Centricity

SEPTEMBER 17, 2018

How Can You Provide Better Services For Your Client? This is a great question isn’t it? It was asked recently on Quora and I answered it, as I do many posed on topics such as brand building and customer understanding. But this question is I believe very different from most of those asked on Quora. That’s because it is one that every company, product, service and brand should be asking!

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103

Fonolo

SEPTEMBER 5, 2018

He-Man had the right idea when he held aloft his sword and transformed into his mightiest self. “I HAVE THE POWER!” he proclaimed with animated gusto. Although the cartoon is pushing 35 years old, it’s still an inspiring sight to see (and message to hear). While we’re not all Eternia-born superheroes like him, per se, as mere mortals we can still aim to be the masters of our own universes (contact center universes, if we’re being specific here) and harness the unshakable power to satisfy our cus

Contact Center 240

Contact Center Social Media Technology Technology 240

Callminer

SEPTEMBER 26, 2018

Last week we had the opportunity to attend and speak, and really geek out at the AI Summit in San Francisco, the heart of technology innovation.

AI 182

AI Innovation Technology Technology 182

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 Satisfaction

Intercom, Inc.

SEPTEMBER 12, 2018

In many ways, how we do business today is a model of efficiency and convenience – people come to our websites and we sell to them. That interaction is increasingly being conducted over live chat , and at Intercom, we strive to make those interactions as personal as possible. As this mode of business has evolved, however, there are two unavoidable facts that we sometimes prefer to ignore.

Sales 144

Sales Agriculture Invoicing Start-ups 144

Heart of the Customer

SEPTEMBER 20, 2018

I attended an excellent conference today. The Carlson School of Management sponsored their second annual Ignite Conference, focused on “Protecting Trust in Today’s Consumer Journey.” The opening speaker gave some great stats about trust, including research that 73% of the variance in how customers have trust with you is predicted by team members’ trust of […].

102

102

Beyond Philosophy

SEPTEMBER 7, 2018

How do we measure a feeling? What emotions should we be measuring? Where and when should we be measuring them? Colin and Ryan discuss what is best practice and what you should be doing. The post How To Measure Customer Emotions appeared first on.

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118

Uniphore

SEPTEMBER 26, 2018

Jacada & Google Dialogflow Address Concerns of Enterprise Organizations Who are Eager to Leverage Cognitive Services in Customer Service. Jacada works with Google Cloud Platform (GCP) to help clients rapidly design, scale and securely manage intelligent assistants using Dialogflow. Enterprise organizations who are eager to leverage a leading cognitive service such as Dialogflow to build differentiated customer experiences are cautious of certain aspects such as: Read More.

Customer Service 100

Customer Service Customer Experience 100

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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.

VOC

Fonolo

SEPTEMBER 25, 2018

As in any field, it’s important to be aware of key trends and best practices in customer service to ensure that you are delivering an experience that is on par with the best players in the game. From servicing customers on social media, to curating unique “real life” opportunities for consumers to interact with your brand, there are many emerging standards in the world of customer service that companies are striving to meet.

Customer Service 110

Customer Service Hospitality Hospitality Contact Center 110

Callminer

SEPTEMBER 18, 2018

The CallMiner Index UK uncovered that call centres play a pivotal role in a consumer’s decision to switch their suppliers or stay loyal.

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182

Intercom, Inc.

SEPTEMBER 10, 2018

For a long time, many companies had only one way to capture visitors to their website: contact forms. Lengthy lead forms became the lifeblood of modern customer acquisition. But more and more businesses are starting to ask, why do we make people fill out forms just to talk to us? Why aren’t we trying to connect and speak with them when we have their attention?

Sales 132

Sales Customer Acquisition Start-ups CRM 132

Customer Service Life

SEPTEMBER 7, 2018

This article originally appeared on the CustomerThink blog as part of my monthly column on June 12, 2018. Click here to read the original. Not long ago I saw a demo of a cool product for gathering customer feedback called Stella Connect. They have a fun angle on customer satisfaction where customers are invited to rate their experience with the specific agent that helped them.

Customer Satisfaction 99

Customer Satisfaction Contact Center Scorecard Customer Feedback 99

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

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.

AI

Beyond Philosophy

SEPTEMBER 6, 2018

Scarcity as a marketing tactic is one that works well with customers. However, it is one that many marketers don’t use to their advantage often enough. If you are one of them (and you don’t act now), avoiding scarcity tactics can hurt your bottom line. For our recent podcast we invited a special guest to join us. Professor of Marketing at Vanderbilt University, Kelly Goldsmith, Ph.D., is a behavioral scientist who studies how we respond to uncertainty and scarcity as consumers.

Transportation 21

Transportation Gaming Customer Experience Sales 21

Taylor Reach Group

SEPTEMBER 25, 2018

By: Colin Taylor. The old Contact Center Outsourcing (CCO) model is broken. As outlined in Part 1 of this series the traditional approach to contact center outsourcing has resulted in a quantitative focus on metrics like Service Level, Abandon rate, and AHT, rather than a qualitative focus, inflexibility to meet client demands, Quality Assurance that doesn’t assure anyone of quality and Risk/Reward models that only benefit the CCO.

Contact Center 98

Contact Center Compliance NPS VOC 98

ProProfs

SEPTEMBER 12, 2018

Whether you are an educational or a corporate trainer, you realize the importance of adding a certification feature to your online course(s). Earning certifications from online training programs is one reason why your learners pursue e-learning. Adding some form of examination or test to the online course plays a critical role in certifying your learner.

Social Media 98

Social Media Education 98

Callminer

SEPTEMBER 4, 2018

Read 5 tips on how monitoring and analyzing data on every interaction including calls, email, live chat, SMS messaging, and social media.

Social Media 182

Social Media 182

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