Callminer

FEBRUARY 2, 2018

Call center managers are tasked with myriad responsibilities, and they maintain responsibility for ensuring that their call center operation runs smoothly and efficiently. With managers often having large staffs of call center representatives to manage, regulatory compliance requirements to address, customer satisfaction to uphold, sales targets to hit, and more, it’s no surprise that call […].

Compliance 318

Compliance Customer Satisfaction Sales Contact Center 318

eglobalis

FEBRUARY 25, 2018

bridge silos gap customer experience service. The post Tear Down This Wall: 27 Ways to Bridge the Gap between CX Company Silos appeared first on Eglobalis.

CX 308

CX Customer Experience Customer Relationship 308

Intercom, Inc.

FEBRUARY 26, 2018

by Rich Archbold, Senior Director of Engineering at Intercom. It’s hard to win a battle you don’t realise you’re in. It’s even harder if you don’t know all of the armies on the field, their strategies and weapons, or even who’s a friend and who’s a foe. The same is true in software. We are all in a battle, multiple battles in fact, with a lot at stake: whether it’s the fate of the company we work for or for the product that we build.

Engineering 224

Engineering Technology Technology Innovation 224

CX Accelerator

FEBRUARY 12, 2018

We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. To be able to know and understand what customers want, companies must listen to their customers. That’s why companies are implementing some type of voice of the customer (VoC) program.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

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

Myra Golden Media

FEBRUARY 6, 2018

Do you find it difficult to get customers to accept your word as final? Like, do they just come back and ask their question another way. Or even better, do they ask to talk to your manager? The thing is, we all need to get better at making our answer the final answer. It’s pretty easy to give a firm answer when you have the right approach. Making your answer the final answer comes down to two things.

Customer Service 139

Customer Service 139

Lumoa

FEBRUARY 20, 2018

Customer experience plays an important, if not the most important role in success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. How do you stand in that competition? Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control.

Customer Experience 141

Customer Experience NPS Touchpoint Net Promoter Score 141

eglobalis

FEBRUARY 26, 2018

Top 30 Customer Experience New Books, I Read in 2017 and 2018 Expected Books. The post 30 Top Customer Experience New Books I read in 2017 & Expected Books for 2018, Which I Highly Recommend! appeared first on Eglobalis.

Customer Experience 280

Customer Experience Innovation CX Technology 280

Intercom, Inc.

FEBRUARY 5, 2018

A few years ago I came out of a meeting with my product manager where we talked about the next feature we should build. At the time there was a lot of hype around Foursquare-like location sharing apps. We worked for a social network so we had to build something like that as well. Needless to say, we didn’t have a clear product strategy. To take my mind off things I opened my RSS reader and a post called “ Product strategy means saying no ” caught my eye.

Start-ups 217

Start-ups 217

CX Accelerator

FEBRUARY 3, 2018

Using DiSC in a customer service context to enhance both the customer and the agent experience. There is a plethora of training options available to service leaders who are looking to enhance the communication skills of their agents. Having had exposure to many of these, DiSC is my top choice with the most significant impact. Having now studied DiSC and received my credentials as a certified facilitator, there is no mystery why the tool is so great for a customer service environment.

Customer Service 140

Customer Service Sports Construction Compliance 140

Beyond Philosophy

FEBRUARY 15, 2018

The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their violation and abuse of consumer trust. The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011.

Sales 141

Sales Start-ups Customer Experience 141

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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

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. Isn’t it? Probably not. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Some time ago we released the first part of the interview answers, and this week guests are Lynn Hunsaker, Peter Lavers, Jane Treadwell-Hoye, Melinda Gonzalez, Matt Dixon, Vicki Amon-Higa and Raul Guillermo Amigo.

CX 121

CX Customer Experience Education Machine Learning 121

Callminer

FEBRUARY 1, 2018

Call center managers are tasked with myriad responsibilities, and they maintain responsibility for ensuring that they are running a call center operation smoothly and efficiently.

182

182

eglobalis

FEBRUARY 18, 2018

Treating Customer Experience Silos Dysfunctional. The post Treating Customer Experience Silos Dysfunctional Syndrome, and Bridging it. 30 advice’s to Tear Down This Wall! appeared first on Eglobalis.

Customer Experience 168

Customer Experience CX Customer Service 168

Intercom, Inc.

FEBRUARY 19, 2018

As a student of engineering you’re incentivised to write a lot and to read a lot. You’re expected to solve many well understood, discreet, simple problems, on paper, on sunny afternoons in late May and early June. This kind of learning has its place – it encourages discipline of thought and allows you to develop certain important muscles that will be useful for later – but to be successful as product engineer , you’ll also need to master a bunch of different skills.

Engineering 210

Engineering Customer Feedback Event Production 210

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.

AI

C3Centricity

FEBRUARY 20, 2018

A recent post by John Ollila on Loyalty Lobby about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. And more importantly the lessons we can all learn from such disasters! Each year around Christmas time, my family get together for a weekend of fun somewhere in Britain.

Customer Journey Map 78

Customer Journey Map Touchpoint CRM Social Media 78

Beyond Philosophy

FEBRUARY 8, 2018

You are irrational. Your friends are. Your manager is. I am, too. Unless you know a Vulcan, everyone you know is irrational. People are irrational by nature. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level my co-author Professor Ryan Hamilton of Emory University and I explore the influence of our emotions on our behavior as customers.

Construction 135

Construction Customer Experience Sales CX 135

Lumoa

FEBRUARY 13, 2018

There's a company X that collects customer feedback. Company X prefers the Net Promoter Score® ( what is NPS? ), yet it could be any other metric. They ask the very familiar NPS question: " How likely is it that you would recommend [brand] to a friend or colleague? (on a scale from 0 to 10) " after each customer purchase or interaction. But guess what?

Customer Feedback 111

Customer Feedback Net Promoter Score NPS VOC 111

Callminer

FEBRUARY 20, 2018

Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and call center compliance issues can arise. But it isn’t as simple as it may seem.

Compliance 182

Compliance Customer Satisfaction 182

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.

AI

UJET

FEBRUARY 9, 2018

Every year, companies like LinkedIn, Glassdoor, and Indeed put out lists of the top places to work. From hammocks and ping-pong tables to fully stocked break rooms and rooftop zen gardens, it may seem like company culture is directly tied to the amount of money you’re willing to spend. But a recent visit to a contact center, which happened to be located inside of the Perryville Correctional Facility in Arizona, proved the exact opposite: an awesome culture isn’t something that’s bought.

Contact Center 105

Contact Center Customer Experience 105

Intercom, Inc.

FEBRUARY 27, 2018

In a relay race, the most exciting moments often come not at the finish line, but when the baton gets passed from one runner to the next. There is an exhilarating tension because, while the best runners can make it look so effortless, barely breaking stride, it is fraught with risk. Those same runners, with all of their training and talent, can sometimes still fumble the pass, drop the baton and lose the race in a moment.

Sales 206

Sales Customer Relationship Start-ups 206

Customer Service Life

FEBRUARY 13, 2018

The #FreeToHelp movement focuses on how free your customer service agents are to help customers. This is an important component to the overarching customer experience. The idea is – the happier your agents, the happier your customers. The #FreeToHelp movement, founded by Leslie O’Flahavan and myself, surveys teams to understand pain points and areas to improve.

Social Media 100

Social Media Customer Service Contact Center Customer Experience 100

Beyond Philosophy

FEBRUARY 22, 2018

I’m a great fan of Apple, and not just because I use their products. For years, Apple has distinguished itself as a company that knows how to build an emotional connection with its customers. Because of that connection, Apple claims legions of loyal fans. But with its recent missteps in its handling of iPhone battery issues, one has to wonder: has Apple lost touch with its customer base?

Retail 130

Retail Customer Experience 130

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 Experience

Fonolo

FEBRUARY 22, 2018

The field of customer service is very close to my heart. As a young student I worked as a customer service representative, and as a “young” professional, I’ve dedicated myself to a solution that improves contact center interactions around the world. The customer service sector is unique in that it requires both companies and people to undergo continuous improvement.

Customer Service 102

Customer Service Contact Center NPS Customer Satisfaction 102

Callminer

FEBRUARY 7, 2018

Read the Santander Case Study, see how they leverage the CallMiner Eureka platform to stay compliant while maximizing revenue.

Finance 207

Finance 207

Win the Customer

FEBRUARY 23, 2018

Public relations disasters are many companies’ worst nightmares. Whether it’s a common mistake that leads to a temporary bad reputation or a bigger problem that affects the future of your business, negative PR can be hard to recover from. PR problems not only taints your brand name and personality, but can also eliminate customer loyalty and significantly decrease your profits and financial backing.

Education 99

Education Social Media Customer Loyalty Customer Experience Management 99

Intercom, Inc.

FEBRUARY 6, 2018

Onboarding new employees is a hard process to do well. You might think of onboarding as something you just have to check off your list, but it’s easy to forget that things which are second nature to you are totally new and unknown to someone that’s just started. I joined Intercom a few months ago as an engineering manager and onboarding for the first time in a while made me realize some things I hadn’t before.

Engineering 203

Engineering Start-ups Education 203

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

Heart of the Customer

FEBRUARY 1, 2018

A common concern I see among CX pros is a concern over customers who are making “bad” choices. Customers who aren’t making the best use of the company’s products or services. This problem exists across industries, both B2B and B2C. Some examples include: Business customers who underutilize their purchased software; Patients who don’t follow a […].

CX 94

CX B2C B2B Customer Experience 94

Beyond Philosophy

FEBRUARY 5, 2018

The new cashierless Amazon Go store is open for business in Seattle , and it could revolutionize the way we shop. At least that’s what some people think. Personally, I’m not so sure. Amazon Go is an 1800 square foot market, with a mix of prepared foods, typical convenience store merchandise and the kinds of grocery items you’d normally find at Whole Foods, which Amazon also owns.

Machine Learning 100

Machine Learning Technology Technology Retail 100

Fonolo

FEBRUARY 27, 2018

Today’s cloud-based call centers are increasingly built on top of platforms created by Amazon and Twilio. That includes newcomers like TalkDesk and Serenova, legacy vendors like Avaya and Genesys and companies from adjacent sectors expanding into call center like ZenDesk. For better or worse, this “stack” is going to define the contours of the next generation of call center.

Contact Center 99

Contact Center Start-ups Engineering Innovation 99

Callminer

FEBRUARY 26, 2018

Call centers are constantly under pressure from regulatory compliance concerns.

Compliance 182

Compliance 182

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.

Compliance