Callminer
MARCH 2, 2020
Solving a caller’s problems quickly can significantly improve their perception of your organization’s overall quality and competency. However, achieving the fastest possible resolution speed – over the course of a single call – can prove to be more complicated than it seems. There are many variables involved in handling customers’ calls efficiently enough to resolve them without need for additional contact to be made on their part.
Intercom, Inc.
MARCH 3, 2020
We know it’s hard to apply and interview for a new job. So if you’re considering a design job at Intercom , we won’t make it harder by forcing you to read our minds or guess about what we value. Instead, we’ll tell you exactly what we look for – and why it matters to us. When you interview for a design job, the process is usually mysterious: did you say the right things?
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CX Accelerator
MARCH 16, 2020
Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Are you sold? In all seriousness, I recently had a conversation with someone who voiced their disdain for the term “agent” when referring to a customer service or contact center professional.
Beyond Philosophy
MARCH 31, 2020
Just over a decade ago, just as the world was coming out of the deepest recession since the Greatest Depression, we carried out significant research across the globe with the largest container shipping company in the world. We repeated the research a year later when the economy was in full speed recovery mode and while some key drivers remained the same we found a noticeable and consistent change in every model we ran.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Uniphore
MARCH 24, 2020
Famed psychologist, Abraham Maslow, outlined the five-tier model of human needs: physiological, safety, love and belonging, esteem, and self-actualization. Only when a person's lower-level needs are met can one move up the continuum of human potential. You may have been operating from an evolved state, an altruistic state even, before the coronavirus pandemic.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Intercom, Inc.
MARCH 9, 2020
For remote workers, live chat is the simplest option for communication. But if most communication is nonverbal, how do you make sure what you say and hear aren’t misinterpreted? When speaking with someone in person, the words you use matter. But if there’s any ambiguity in what you’re trying to say or how you feel about a situation, those nonverbal factors – such as body language, facial expression, etc. – have a greater impact than the words you use.
CX Accelerator
MARCH 16, 2020
Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Are you sold? In all seriousness, I recently had a conversation with someone who voiced their disdain for the term “agent” when referring to a customer service or contact center professional.
Beyond Philosophy
MARCH 19, 2020
We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. Some of the research told us what we expected to hear, but some of the revelations might surprise you. We talked about this research in a recent podcast. You All Want Growth.
Uniphore
MARCH 10, 2020
In the digital age, when we discuss business continuity we tend to focus on data security and privacy breaches. Disaster recovery takes on a whole new meaning when preparing for the possibility of a pandemic. Call centers must assess their resilience in the wake of the coronavirus outbreak. Read More.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
Heart of the Customer
MARCH 18, 2020
We’ve been in customer experience quite a while now. To paraphrase Liam Neeson – we have a very particular set of skills, skills we have acquired over very long careers. And we’d like to use what we know to help you help your customers when so much is out of your control. Below are five […]. The post 5 virus-related CX tips you need TODAY appeared first on Heart of the Customer.
Callminer
MARCH 26, 2020
Here are specific steps your employees can take during the pandemic to protect themselves and your company against rising fraud.
Intercom, Inc.
MARCH 10, 2020
Global customer support teams are used to working across different offices. But how do you shift from a regional team model to a fully remote one – one where team members work on their own? Lots of teams are now working remotely and we’re also considering this approach temporarily for our own operations. We’re a team of 80+ across 4 offices, so working with people in different locations is not new for us.
CX Accelerator
MARCH 9, 2020
Author: Erica Marois Have you ever found yourself in a situation where you didn’t feel like you belonged? Perhaps you’ve felt this way in a work setting. Maybe you’ve been sitting at a boardroom table feeling unprepared, overwhelmed, and out of your league. Or perhaps you’ve just started a new job, and you’re second-guessing that you can do the work.
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.
Beyond Philosophy
MARCH 2, 2020
We have all been in line or on hold for customer service , waiting for a company to get back to us. We tap our toes and roll our eyes as we wait. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. Or are they? Last February, the Harvard Business Review (HBR) published, “ Why is Customer Service so Bad?
Gainsight
MARCH 25, 2020
If you’re like me, you probably feel like the world we live in is completely different from what it was even just a few weeks ago. Companies, as well as their employees, are learning to adapt to the new normal of working from home, the economic fallout from the crisis, the business impact to their customers—the list goes on. It’s also clear that no one was 100% prepared for the pace at which this new normal came about.
Fonolo
MARCH 30, 2020
Managing a contact center team is a challenge at the best of times. If your contact center hasn’t been driven remote by the pandemic, it will likely feel the impact soon — so prepare to go remote now. Besides the obvious technical issues, this presents to those still working on legacy systems, employees are getting more and more worried for their health , pointing the contact center conditions as perfect for transmission of the virus.
Callminer
MARCH 30, 2020
Managing a call center caught up in the uncertainty of a worldwide pandemic is no small feat. However, there are a number of important guidelines and tips you can keep in mind to help ease your center’s workforce into remote working and mitigate contagion risks. Remote contact center operations have been around for some time now, but the need for such operational approaches has been magnified by the growing threat of Covid-19 and the heightened importance of social distancing policies to c
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.
MARCH 31, 2020
In the midst of the global crisis, we’ve been inspired by how so many companies have stepped in to help. We’re fortunate to work with a broad range of customers, many of whom have put their products and platforms to use to fight against COVID-19. From empowering teachers who need to move their classrooms online to providing free, safe transportation to healthcare workers to helping doctors remotely monitor their patients’ systems, these companies are doing amazing things.
CX Accelerator
MARCH 9, 2020
Author: Erica Marois Have you ever found yourself in a situation where you didn’t feel like you belonged? Perhaps you’ve felt this way in a work setting. Maybe you’ve been sitting at a boardroom table feeling unprepared, overwhelmed, and out of your league. Or perhaps you’ve just started a new job, and you’re second-guessing that you can do the work.
Beyond Philosophy
MARCH 10, 2020
Have you ever made a snap judgment about another person only to discover you were wrong? I have. Psychologists call this a Fundamental Attribution Error (FAE), and it can wreak havoc on your customer-driven growth. . We explored FAEs in our latest podcast and the effect they can have on your Customer Experience outcome. We also discussed why recognizing them is essential to your bottom line and some steps you can take to prevent them. .
Uniphore
MARCH 31, 2020
Imagine you’re calling your telecom to get help with a broadband router problem. At the start of your call, you say, “I’m having trouble connecting to the Internet. I have two computers connected through a wireless router and neither can connect. I've already rebooted the computers and the modem, but still no connection. I’m not sure if it’s due to the thunderstorm in the area.”.
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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.
Navedas
MARCH 18, 2020
When we put out our blog last week on facing changes we didn’t yet know how big they would be. This week we are in a new paradigm due to COVID-19, where remote work is a necessity. For some of you this may be new. The post Crisis as Catalyst: Managing Your Remote Customer Service Team appeared first on Navedas.
Callminer
MARCH 23, 2020
Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. This is why managers have developed a number of techniques to quantify results and improve efficiency over the years. One of these methods is Call Center Service Levels. The most basic definition of a service level is: a measurable number of services provided to a customer within a given time period.
Intercom, Inc.
MARCH 26, 2020
As the COVID-19 situation continues to impact people, businesses, and communities everywhere, we know it is more important than ever to stay in touch with your customers, and Intercom is committed to helping you stay connected. We have robust plans in place to ensure we continue to deliver the highest levels of technical and business service. Health and safety.
Gainsight
MARCH 6, 2020
Last Friday, as the COVID-19 anxiety was just starting to take over the national conversation in the US, a teammate asked me a simple question: “Have you ever been through something like this?”. My glib retort was, “No—actually this is my first worldwide pandemic. I was pretty young during the 1918 Spanish flu!”. But even as those words were coming out of my mouth, one of my most indelible memories was waking up.
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
MARCH 26, 2020
We are living in troubling times fraught with uncertainty. There are many questions about what comes next in the COVID-19 outbreak. We talked about this in a recent podcast. Many of our clients have been calling us about what to do. Here are ten things we have been telling them. Communicate, communicate, communicate. In times of trouble, it is best to start a dialog with your customers.
Uniphore
MARCH 23, 2020
Digitization is on the mind of virtually every customer service leader, as new technology promises to improve the customer experience, streamline internal processes and boost agent productivity. Read More.
Navedas
MARCH 11, 2020
Businesses must evolve as the people who work them and those who buy from them evolve. Changes in CX and EX in customer service have to come at the speed of change in the world as a whole. The post Face the Changes in CX and EX in Customer Service appeared first on Navedas.
Callminer
MARCH 6, 2020
Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. While technology such as automated scorecards , speech analytics , and other tools enable managers to monitor agent performance objectively, customer service managers must be highly organized and have the ability to provide constructive feedback to motivate their teams to
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
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