eglobalis
AUGUST 2, 2020
Culture Experience Is Your Diversity and Inclusiveness Real, or Imagined? Customer Experience Human Experience. The post Is Your Diversity and Inclusiveness Real, or Imagined? appeared first on Eglobalis.
Callminer
AUGUST 3, 2020
Cultivating emotional intelligence is important for every customer service agent. Here is a list of emotions and how to identify them.
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Intercom, Inc.
AUGUST 25, 2020
We all know what a conversation between two people sounds like. “Hey, can you help me a sec?”. “Sure. What’s up?”. “I just can’t make sense of this dashboard.”. Human conversation is a sequence of verbal exchanges – what linguists call turn-taking. This rhythmic exchange is deeply hardwired into our social neurophysiology, as call-and-response bonding in animals is likely hundreds of millions years old.
Beyond Philosophy
AUGUST 12, 2020
We’ve recently trained some of our clients on journey mapping. During the process, I realized that there is a lot that people don’t know about it—and that they needed a few rules to help them make the most of the exercise. We discussed the problems with journey mapping in a recent podcast. Traditional journey mapping is what a customer is doing, but is missing a few things.
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
ClearAction
AUGUST 19, 2020
Customer Experience Indexes: Modern Thinking Lynn Hunsaker. Why are customer experience indexes powerful? To paint a concise picture of growth strength. An index is like an executive summary of your voice of the customer research. It says: overall, our propensity to grow is increasing or decreasing. One size does not fit all. There are many types of customer experience indexes, and they each communicate something specific, based on certain assumptions, with greatest usefulness to one or more gr
Totango
AUGUST 14, 2020
In our latest installment in the CXO Series , we sat down with Stephanie Comardelle, Vice President of Customer Experience, Success, and Solutions at Lucid to discuss what it takes to implement a stakeholder engagement plan at a time when there is so much going on as well as how they are managing their new customer success program. . Lucid bridges the gap between global questions and human answers by connecting buyers and sellers in one central location for survey sample groups.
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
AUGUST 10, 2020
When it comes to managing a contact center, you should never take a risk in regards to regulatory compliance. Here is a look at eleven compliance acts that contact centers should be aware of.
Intercom, Inc.
AUGUST 11, 2020
In the past few months, the world has changed in many ways. The Black Lives Matter movement has sparked a much-needed dialogue about diversity and inclusion in the workplace. Intercom has responded by hiring a diversity and inclusion consultant, updating our recruitment strategy and hiring practices to reduce bias, scheduling allyship training for all employees, and amplifying Black voices in our podcast and blog.
Beyond Philosophy
AUGUST 13, 2020
Do you know what annoys me? When I go into an organization, and they say their goal is to delight customers at every moment of contact. Honestly, it sounds exhausting, for both the team and your customers. After all, how much joy do you need to buy paper towels? Another area exists to channel all that enthusiasm instead. There is a significant connection between successful Customer Experiences and the amount of effort they require from customers.
Taylor Reach Group
AUGUST 13, 2020
By Turaj Seyrafiaan. In the past 25 years I have visited hundreds of contact centers and have spoken to many contact center directors. Beside all the typical operational issues, one subject comes up frequently; contact center management feeling that the rest of the organization does not appreciate what the contact center does. In fact, one manager half-jokingly said: “ We get no respect ”!
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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
AUGUST 13, 2020
Why do we treat call center overwhelm like a necessary evil? Times have changed, and the call center industry with it. Our phones no longer have cords, the internet exists, and agents no longer have to be tethered to the office. And what’s more, there’s technology — fantastic software that helps you track everything from customer touchpoints to customer feedback.
UJET
AUGUST 5, 2020
After over 10 years in the software startup scene and a great start at UJET in its San Francisco headquarters for a year and a half, I had the opportunity to move to Europe. Now after being in Munich for almost two years, I’ve had time to reflect on the benefits, drawbacks, and lessons learned about working remotely while living abroad. While I could go on and on about personal growth, many of the same lessons and insights I’ve gained personally have also benefited me professionally.
Callminer
AUGUST 31, 2020
After months of organizing, and re-organizing, we’re proud to say that our first virtual Customer Engagement Transformation Exchange (CETX) was a success!
Intercom, Inc.
AUGUST 17, 2020
For many companies, the word localization typically prompts two thoughts: it’s costly, and it’s time-consuming. Localizing a product for international expansion means making all aspects of that product accessible to the market you’re looking to enter – from language translation and adapting product UX to offering multilingual customer support, and beyond.
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.
Beyond Philosophy
AUGUST 21, 2020
How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. We discussed the findings of the interface of technology and human beings with Professor Shiri Melumad on a recent podcast.
Customer Bliss
AUGUST 28, 2020
Over the past few months, I’ve been hosting live interviews with a range of C-Suite leaders on my LinkedIn and Twitter. We’ve had discussions about their role in developing a customer experience strategy within their organization or for other organizations, and about how they’ve had to recently pivot in their jobs. I’ve also spoken to gurus, authors, and evangelists about the ways in which leaders can continue to guide their teams through the pandemic as customer behaviors continue t
Fonolo
AUGUST 27, 2020
What is the primary purpose of a contact center agent? You might say it’s to close sales or solve customer issues, depending on the function of your team. Both are true, but every contact center agent in the world must adhere to creating an exceptional customer experience. There are tons of ways to optimize your contact center for a consistently excellent customer experience, but often it’s the little things that can make or break the interaction — namely, what you say and how you say it.
SixteenVentures
AUGUST 26, 2020
What’s the cost of working with Bad-fit Customers? Everything rolls-up to dollars… time and other resources – and even the negative sentiment in the market caused by churning-and-burning customers – all have an associated monetary value. For those who wrongly consider Customer Success an altruistic endeavor, rather than a profit-seeking business strategy, you will want to try to make Bad-fit Customers successful at any cost.
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
AUGUST 3, 2020
Learn more about the meaning of the term ‘eDiscovery’ as well as the current legal and procedural landscape that surrounds it.
Intercom, Inc.
AUGUST 19, 2020
One of the most finite resources we have is time. And as an Executive Assistant, one of my top priorities is to ensure my leaders not only have enough time in the day, but are able to be effective, efficient, and productive. Helping them accomplish this isn’t an easy task, but it’s fundamental to their success. Allow too many meetings to pile on to their calendar, and they face some serious hydration and bladder issues.
Beyond Philosophy
AUGUST 20, 2020
How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. . We discussed the findings of the interface of technology and human beings with Professor Shiri Melumad on a recent podcast.
Myra Golden Media
AUGUST 21, 2020
COVID-19 is making customers more hostile, and you need a strategy for quickly containing the situation and de-escalating the interaction. The 3R Method is battleground tested and easy to use – ideal for when you have to give bad news, enforce a mask requirement, or get an angry customer to calm down and listen to you. When you use these steps in your next challenging conversation with a customer, you’ll be more assertive and in control of the interaction.
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
Taylor Reach Group
AUGUST 26, 2020
By Turaj Seyrafiaan. In today’s contact centers the concept of First Contact Resolution or FCR for short, is well known. And many understand the value of high FCR scores both in terms of customer satisfaction and loyalty as well as reduced operational costs. Most contact center want to improve on this element, but how? Where do you invest effort to achieve the best results?
Fonolo
AUGUST 4, 2020
In the age of social media backlash and call-out culture, customer perception has become more important than ever to a brand’s success. The current COVID crisis is already impacting customer perceptions of brands. Although it’s almost impossible to completely control what people think about your organization, improving customer perception of your brand is entirely possible.
Intercom, Inc.
AUGUST 12, 2020
Today we’re announcing Intercom’s biggest ever launch, with more than 20 new features built to ensure you can provide prompt, personal support without sacrificing power or efficiency. These new features come in the midst of an epic revolution in the way business is being conducted. Multiple industries are suddenly forced to move operations online, and support teams are at the forefront of this transformation – battling every day to deliver excellent, fast customer service, while facing an unprec
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
Beyond Philosophy
AUGUST 27, 2020
Many decisions that we make in life are subjective, without a “right answer.” We weigh the benefits and drawbacks and make the best choice we can based on the information we have. Giving your brain some time to sort through the data points available can increase the chances of making the best choice possible. However, when you don’t provide it with time, sometimes we emphasize the wrong information, which results in less than optimal decisions.
C3Centricity
AUGUST 17, 2020
Denyse Drummond-Dunn · What a customer first strategy means today. “Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. I know, you probably don’t want to read yet another article about the post-pandemic era, especially when the infection numbers in many countries are once again headed in the wrong direction!
Taylor Reach Group
AUGUST 20, 2020
by Patricia Ballantyne. When we packed up our offices to work from home in March, many thought it would only last a few months until it was safe to return to an office space. Today, it seems pretty clear that many companies have adopted this new working model for the foreseeable future. Some will allow their employees to ‘Work-From-Home’ permanently, others ‘indefinitely’ or if the employee chooses to do so.
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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