Adrian Swinscoe
MARCH 31, 2023
This is a guest post from Jim Davies, Chief Experience Officer (CXO) at Calabrio. There is an infinite amount of data in contact centres but what […] The post Enjoy a slice of customer data analytics Pi(e) first appeared on Adrian Swinscoe.
Inside Customer Service
MARCH 2, 2023
This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Is burnout gripping your contact center? A worldwide survey of contact center agents revealed 59 percent are at risk of burnout, including 28 percent who face a severe burnout risk.
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Callminer
MARCH 31, 2023
Bruce McMahon, VP of Product Management, highlights CallMiner's latest platform enhancements, including new speaker measures by talk time percent and duration, and hierarchy filtering in Alert.
eglobalis
MARCH 20, 2023
Evolving Your B2B Customer Experience and Employee Experience Maturity Model? Return to the Customer Experience Key Pillars. The post Evolving Your B2B Customer Experience Maturity Model? The Return to the CX Key Pillars. 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
ECXO
MARCH 21, 2023
Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. This ‘’culture’’ ensures that every employee in the organisation is committed to delivering the best possible experience for the customer.
Lumoa
MARCH 9, 2023
In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. And when you master this skill, you can create an emotional bond that sets you apart from the competition. Let me give you a real-life scenario of how it works in general.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Inside Customer Service
MARCH 30, 2023
You want to build a service culture. Naturally, you think of training. This guide shares everything you need to know to get started. It includes step-by-step instructions for designing and delivering your training program. I've also included my best advice on who should do this training and when. And, I'll also explain why you should never hire an external trainer to deliver the training.
Callminer
MARCH 29, 2023
More businesses are deploying call center analytics. Read this blog to learn how your current or future call recorder can prime you for effectively implementing conversation intelligence.
Fonolo
MARCH 16, 2023
Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. KPIs matter. And they’re changing quickly. We asked contact center industry influencers to share their insights into the changing role of KPIs and shine a light on new metrics to watch.
Steven Van Belleghem
MARCH 14, 2023
In my last book, The Offer You Can’t Refuse, I described how companies ought to invest in three different axes – on top of offering a great product or service, obviously, which is a given – in order to be able to react in an appropriate manner to the new generation of customer expectations: Ultimate Convenience : this is the use of new technology in a smart way in order to make interfaces ever more automated, so that the customer needs to make no effort to do business with your
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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.
Customer Think
MARCH 12, 2023
Today’s retail market is increasingly digitized and saturated with competitors, making customer experience (CX) a critical part of the customer journey. In fact, a recent study shows that 75% of shoppers prefer to buy from brands that personalize their purchasing experiences.
Adrian Swinscoe
MARCH 15, 2023
This is a guest post by Dominic Fitch at Impact International. There is no denying that the world of business is evolving at an incredibly fast […] The post Five forward-looking skills for the future generation of leaders first appeared on Adrian Swinscoe.
Inside Customer Service
MARCH 16, 2023
Remote work is polarizing, especially for contact centers. Team Onsite believes communication and teamwork improves when everyone is working in the same place. And Zoom fatigue is real, y’all! Team Remote touts the cost savings, flexibility, and improved quality of life that comes from having agents work remotely. Here’s some good news for Team Remote: your agents report having better bosses.
Intercom
MARCH 14, 2023
The arrival of OpenAI’s ChatGPT transformed everything – the huge implications for customer service were immediately obvious. We quickly launched a collection of AI features for our Inbox, applying this technology to deliver efficiency gains. But the number one thing we were asked was “Can ChatGPT just answer my customer questions?
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.
Fonolo
MARCH 2, 2023
No stranger to change, the contact center industry has been ahead of the curve throughout the global pandemic. We consulted nine industry experts to tell us all about it – and discuss the state of the contact center in 2023. Word: Contact centers are technology leaders! While the world was pivoting from on-site to hybrid and remote workspaces, contact centers were also embracing cloud technology and upskilling agents to be among the first-generation of AI-native workers.
Customer Service Life
MARCH 13, 2023
Image by Irfan Ahmad from Pixabay In a world of social media, especially Instagram, I fear that we’ve fallen into a belief that more hashtags is better. Think about the last time you scrolled through the ‘gram and landed on a post that included a 100-character description followed by at least twice that character count in hashtags. I’m not sure I can really fault that person since hashtags are totally free.
Customer Think
MARCH 16, 2023
The entire World is currently shifting towards a complete digital transformation. This means that having a user-friendly and effective website design is essential. When developing a website, it is crucial to have a top-notch User Interface (UI) and SEO to keep customers engaged.
Adrian Swinscoe
MARCH 6, 2023
Over the last few years, despite the investment in self-service tools and technology to help drive proactive, predictive and pre-emptive service, live, and asynchronous, customer support […] The post Dialpad is betting that TrueCaaS is the future of customer service. They might be right. first appeared on Adrian Swinscoe.
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.
The DiJulius Group
MARCH 13, 2023
While artificial intelligence (AI) is already improving the customer experience, it will dramatically improve the employee experience over the next decade. Tedious tasks that once took agents hours upon hours to complete—be it boring data entry or replying to repetitive questions—will be relegated to computers. Along with its subfield of machine learning (ML), there are.
Zendesk
MARCH 6, 2023
Many of the events over the past year were historic, especially for Black Americans. From Ketanji Brown Jackson becoming the first Black woman to serve as a justice of the U.S. Supreme Court, to the killers of Ahmaud Arbery and George Floyd being convicted, to Maya Angelou becoming the first Black woman on the U.S. quarter, there have been several recent triumphs for the Black community.
Steven Van Belleghem
MARCH 30, 2023
Temu – the shopping app and e-commerce platform from Chinese e-commerce giant Pinduoduo – is probably the most popular downloaded (in the US) app you never heard of. Yet, it currently has more downloads than Amazon, TikTok, Instagram or even Shein. So what is? Offering cheap factory-to-consumer goods, Temu sells a wide range of products, including women’s and men’s clothing, kids fashion, jewelry, accessories, shoes and bags.
Doing CX Right
MARCH 5, 2023
Brian Solis, Author, and VP of Global Innovation at Salesforce joins Stacy Sherman's DoingCXRight podcast about creating superior customer experiences by balancing AI, emerging tech & human interactions. The post AI and the Human Element: How to Strike a Balance in the Workplace appeared first on Doing CX Right.
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
Customer Think
MARCH 27, 2023
We are just one quarter into 2023 and it is certainly shaping up to be a tough one. We have already seen disruption in the tech sector with layoffs amounting to a whopping 140,000 people in three months.
Adrian Swinscoe
MARCH 28, 2023
Today’s interview is with Paul Greenberg, the founder & Managing Principal of The 56 Group, LLC, an advisory firm, focused on customer-facing strategic services, including CRM, […] The post As people, we don’t need personalization, we need humanization – Interview with Paul Greenberg first appeared on Adrian Swinscoe.
Fonolo
MARCH 21, 2023
SIP and VoIP are two acronyms often used by call center managers who sort of know what they mean, but also sort of… don’t. Fair enough! Acronyms abound in the call center universe. It can be very tricky to navigate the intricacies of call center management and technology, and often, the language used just makes things more confusing. When it comes to VoIP and SIP, the terms are often used interchangeably, but they are different, and knowing these differences can add strength to your call
SixteenVentures
MARCH 21, 2023
When you’re working with customers, whatever your role (CSM, Sales, Account Management, Consultant, etc.), you may find yourself acting as a coach. To be an effective coach, you need to strike the right balance between motivation and discipline. Which means we need to explore the differences between motivation and discipline, and how to apply them effectively to engage your human customers.
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
Lumoa
MARCH 21, 2023
Nowadays, most people search for information online. You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic.
Beyond Philosophy
MARCH 18, 2023
Fads come and go. From Tamagotchi’s to fidget spinners, we have seen plenty come and go. However, one fad that will never go out of style is treating your employees as the valuable resource they are. So, to answer our own question, Employee Experience is not just a fad and is definitely the future of a successful organization. We are fired up about this today because one of you, Praveen Kumar is in a pickle and he asked for our help.
Customer Think
MARCH 22, 2023
Renowned architect, systems theorist, author, designer, inventor and futurist Buckminster Fuller said, “You never change things by fighting the existing reality. To change something, build a new model that makes the existing model obsolete.” So what happens to a business or brand that can’t react to a changing model or environment?
Adrian Swinscoe
MARCH 20, 2023
Today’s interview is with Sue Duris, Principal Consultant of M4 Communications, a global CX consulting firm. Sue joins me today to talk about customer understanding, internal […] The post We can’t be digital-first, we have to be customer-first – Interview with Sue Duris of M4 Comms first appeared on Adrian Swinscoe.
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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