Callminer
SEPTEMBER 1, 2021
CallMiner, CTO, Jeff Gallino, unpacks the recent M&A activity around conversation analytics, answering “why now?” and providing input for how to navigate this complex landscape.
The Belding Group
SEPTEMBER 10, 2021
The Pot-Stirrer loves an injustice. He (she) lives to find real or imagined issues within the company, or even with you. He constantly questions decisions, and, like a dog with a bone, won't let go of something once he's got his teeth in it. To make matters worse, he just doesn't seem to be happy until everyone at work is talking about it. The Pot Stirrer is almost always in the middle of workplace morale challenges.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Adrian Swinscoe
SEPTEMBER 24, 2021
This is a guest post from Ross Daniels, Chief Marketing Officer at Calabrio. In our last two blogs, we introduced the concept of adding simplicity to […]. The post Contact centres simplified: 3 ways to turn theory into practice first appeared on Adrian Swinscoe.
Futurelab
SEPTEMBER 13, 2021
One of the most-commonly requested needs – often as a result of CEO/executive asks – is to build the business case for the business to focus on the customer experience. (It’s painful just to write that without thinking about this open letter to CEOs , excerpted from my book, Customer Understanding.) Tags: Annette Franz (Gleneicki) business outcomes change management customer experience outcomes Facebook Like.
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 Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Inside Customer Service
SEPTEMBER 9, 2021
Note: Lessons from The Overlook is a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. My wife, Sally, and I own a vacation rental cabin called The Overlook Idyllwild.
Intercom, Inc.
SEPTEMBER 30, 2021
? ?. For Rebecca Egger, the CEO and co-founder of Little Otter , a mental health service designed for children, digital transformation will play a crucial role in scaling healthcare. That approach is already being rewarded and recognized – Rebecca was recently named on Inc Magazine’s influential Female Founders 100 list for 2021. Rebecca has a background in astrophysics and computer science and spent many of her formative years looking at gamma-ray bursts and supernovas, but eventually, e
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
SEPTEMBER 27, 2021
AI has progressed significantly since then, and it is now employed in a wide range of applications. FinTech are particularly interested in it, either to develop it or to utilise it themselves, because it has so many useful applications. Traditional financial services have traditionally dealt with huge amounts of data that must be processed with […].
Adrian Swinscoe
SEPTEMBER 7, 2021
Organizations are often fraught with gaps in perception, and many of these impact their ability to improve both the customer and employee experience. Bain is responsible […]. The post Digital teams suffer from a perception gap that hinders customer experience improvement efforts first appeared on Adrian Swinscoe.
Futurelab
SEPTEMBER 13, 2021
What is a brand? And what does it mean to ride for the brand ? Tags: Annette Franz (Gleneicki) brand customer loyalty employee experience employee expectation Facebook Like. Linkedin Share Button. Tweet Widget.
Inside Customer Service
SEPTEMBER 16, 2021
"The shipping container is stuck in customs." That's the best update I could get from our buyer and it wasn't encouraging. We had been waiting for a replenishment order from our overseas supplier for weeks. Backorders were piling up and customers were getting agitated at the wait. We had been getting a slew of angry phone calls and emails from customers who wanted to know why their order hadn’t arrived.
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.
Intercom, Inc.
SEPTEMBER 15, 2021
In this era of ever-increasing digital disruption and innovation, category design can be the ultimate business strategy for brands wishing to stand out from the crowd. And one of the biggest advocates behind the movement is author, columnist, and advisor Kevin Maney. As a tech journalist, Kevin has been witnessing the evolution of the tech industry for more than 20 years.
Fonolo
SEPTEMBER 7, 2021
When customers call your customer service line, greeting them with a friendly and easy-to-navigate interactive voice response system is a standard in call center software. This is often the first stage in a customer service journey, so making your welcome greeting and routing accessible and intuitive is a key aspect to your call center functionality.
Aquire
SEPTEMBER 21, 2021
There’s no getting away from it: digital transformation has changed the business landscape. Fail to embrace this change and there’s every chance customers will fail to embrace you. Although that may sound dramatic, the reality is that digital transformation has become a matter of survival. And, in a world getting more digital by the day, that only looks set to increase.
Adrian Swinscoe
SEPTEMBER 13, 2021
Today’s interview is with retail expert Peter Cross who until recently was the Customer Experience Director at John Lewis and Waitrose and prior to that spent […]. The post We need to start talking about experience leadership – Interview with Peter Cross first appeared on Adrian Swinscoe.
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.
Taylor Reach Group
SEPTEMBER 3, 2021
by JD Fairweather. After several months of remote working – a workstyle many contact center leaders would have deemed impossible to implement a year and a half ago – employers are finding it difficult to lure staff back into the office. The Delta variant notwithstanding, it seems that employees are far too settled into the routine of managing teams, work, and calls to return to onsite employment anytime soon.
Myra Golden Media
SEPTEMBER 17, 2021
Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line! Here are three steps to easy National Customer Service Week planning!
Intercom, Inc.
SEPTEMBER 1, 2021
At Intercom, we believe the best products are built with the market in mind. That’s why some of Intercom’s first marketing hires were product marketers and why we’ve had a “seat at the table” from the early days of the company. . This isn’t always the case across the industry. Product marketing looks different in every company, but one common trend is that many product marketing managers (PMMs) feel undervalued.
Fonolo
SEPTEMBER 28, 2021
Congratulations, call center manager! You’re stepping into a world full of exciting challenges, impressive individuals, and constant evolution. There’s never a dull moment in a call center with a myriad of opportunities for growth and success. Of course, all new positions come with learning curves. To help start you off on the right foot, we’ve put together a guide about all things call center management , so you know exactly how to succeed and can teach your agents how to do the same.
Advertisement
Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Shep Hyken
SEPTEMBER 15, 2021
Think about this … what if you were to charge a customer just to talk to you about what you would sell them? Or, if you own a retail store, a fee to enter the store. What would you have to do for your customers to be willing to pay for the privilege of buying your products or services? I’m not suggesting that you should. This is just to get you thinking about how good you really are.
Customer Think
SEPTEMBER 11, 2021
Customer journeys are as individual as customers. Every customer has different needs, preferences, knowledge, information and another way to resolve their issues. In brief, every customer has a context of their own. As a consequence, customer journe.
Steven Van Belleghem
SEPTEMBER 22, 2021
The rational way. I think that most people would instinctively gravitate towards the rational way: they assemble an Excel sheet with quantitative data to explain that if management invests in X and Y, the churn rate will decrease by X percent. I have to admit that I’m not a huge fan of that approach. All too often, senior leaders are exposed to customers through PowerPoint presentations with statistical data, like “only 65% of our customers are happy”.
Myra Golden Media
SEPTEMBER 17, 2021
We thought we’d be done with COVID by now. Yet, here we are. I was supposed to be boarding a plane tomorrow to deliver the opening keynote for a large event in D.C. It’s now virtual. A workshop I’m facilitating in Tulsa in a few weeks is now online. My son’s school reinstated mask mandates this week. Speaking of masks, I’m doing a lot of digital de-escalation training for clients in museums, libraries, theaters, and medical offices.
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.
Experience Investigators
SEPTEMBER 21, 2021
This article is sponsored by PayPal. ne·glect /n???lekt/. verb: fail to care for properly. noun: the state or fact of being uncared for. from Oxford Languages. Neglect can feel like a harsh word. It’s easy to think that if we’re neglectful toward our customers, it must be through some negative action. But the most common type of customer neglect we see is simply the lack of attention paid to putting the customer first.
Fonolo
SEPTEMBER 14, 2021
Your call center’s customer service strategy dictates customer loyalty, agent satisfaction, and company growth. No matter what product or service you offer, your approach needs to be nothing short of “customer-obsessed.”. Knowing exactly what your customers want and don’t want will help you to maximize your call center’s customer care, leading to growth and revenue opportunities for your business.
Shep Hyken
SEPTEMBER 8, 2021
One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you. Yes, the word terminate ties into the movie Terminator , which somehow became a theme in the background of the book. So, why would a customer terminate his or her relationship with you?
Customer Think
SEPTEMBER 21, 2021
Anyone who has traveled to a different country and didn’t speak the language knows the feelings of frustration and anxiety that come with that experience. Even fluent speakers who are experts in their fields can face bias if they have an accent. Somehow, as a society, we’ve correlated language skills with intelligence, when that’s far […].
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?
Steven Van Belleghem
SEPTEMBER 19, 2021
Reinvent a commodity. During my keynotes, I often get the question “Where should we focus on if we work in a commodity business?”. I always confront them with questions of my own, when they do: “Is there really such a thing as a commodity business? Isn’t that just something that happens when we allow ourselves to become boring and by not being unique?”.
Doing CX Right
SEPTEMBER 20, 2021
Businesses need to take extra care of high-value customers, or they'll go to a competitor Read & apply customer appreciation best practices. The post Not All Customers Are Created Equal appeared first on Doing CX Right.
Help Scout
SEPTEMBER 14, 2021
With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. That’s not to say they can’t provide a top-notch experience — they absolutely can. They just need to be a little more focused with their efforts. In this guide, we cover some common topics surrounding small business customer service and provide some insights gained from our years of working in support — as well as insights from small business lea
Fonolo
SEPTEMBER 2, 2021
If sales and profits are up, business is good, right? Usually, yes. But customer success leaders know that performance isn’t always based solely on profit. Call center managers must be aware of industry trends, customer needs, and the latest call center technology. Market research helps, but it isn’t enough. That’s where benchmarking comes in. Benchmarking helps call centers compare their operations and processes to other call centers.
Advertisement
JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper
Expert insights. Personalized for you.
265 
Let's personalize your content