Detecting Fraud with Speech Analytics
Callminer
JULY 1, 2018
There is a way to safeguard your customers and your business from fraud - speech analytics.
July, 2018
207 
Making things people want
Intercom, Inc.
JULY 11, 2018
The problems people encounter in their lives rarely change from generation to generation. The products they hire to solve these problems change all the time. If you’re building a new product, it’s because you believe you can create a better solution that people will want to use because it delivers a better outcome. A strong understanding of the outcome customers want , and how they currently get it, is essential for you to succeed in product development.
Join 20,000+
Insiders
Sign Up for our Newsletter
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Trending Sources
Japan: The Land of Amazing Service Culture
CX Accelerator
JULY 9, 2018
My favorite story coming out of the FIFA World Cup thus far is how Japan, fresh off defeat to Belgium, left a wonderfully clean locker room and a "thank you" note. Full story here. How amazing is that? This picture of them bowing to their fans may give you goosebumps. Having recently visited Japan CX for myself, these wonderful moments come as no surprise at all.
When Employees Misuse Their Authority Over Customers
Customers That Stick
JULY 13, 2018
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.
From Start to Scale: Driving Growth Through Seamless Payments Implementation
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
How Do You Keep Up With Customer Expectations?
Beyond Philosophy
JULY 26, 2018
Have you been to the Congo? If not, can you describe the weather? How about the vegetation? Now tell me why you thought that? Did you see a movie or read a book about the Congo? Did you travel to a nearby country and guess that the Congo was probably a similar experience? Did you or someone you know someone who went to the Congo? Now, to be clear, there isn’t a wrong answer here.
Business Value and ROI of Customer Experience: The Step-by-step Guide
Lumoa
JULY 10, 2018
Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer. Companies receive real time feedback in massive volumes, if they only start listening to their customers.
Sign up to get articles personalized to your interests!
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
More Trending
Do you know what really makes your customers click?
Intercom, Inc.
JULY 2, 2018
Technology firms have a long and storied history with commercials. Just reading that sentence you’re probably already thinking about half-time Super Bowl commercials. Or annoying YouTube pre-rolls that leave you puzzled as to what the company actually does. In fact there’s a whole genre of tech company videos that are so clichéd – fast edits, shiny happy people, repeated lines of script, emotional cues and images of bakers (think about it) – it’s become easy to poke fun at them.
7 Reasons You Need a Consultant when Looking for a New Contact Center Site
Taylor Reach Group
JULY 4, 2018
By: Colin Taylor . Why would you want to retain a consultant? Common wisdom would have it that all they do is “borrow your watch and tell you the time”. What can a consultant really bring to the table that can assist your center and your organization when you a looking at moving or establishing a new center? Seven Reasons You Need a Consultant’s Expertise When Selecting a Contact Center Location.
How to Get Your Team to Deliver Consistent Customer Service
Customers That Stick
JULY 10, 2018
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.
Why Don’t Customers Buy After They Say They Will?
Beyond Philosophy
JULY 12, 2018
Many organizations have called to tell us that their Customer Experience initiatives are not performing like they did. The results that were once skyrocketing have plateaued. They are surprised by this turn of events, but we are not. As global Customer Experience consultants, we know that Customer Experience is less of a destination than a journey. Where you are going with Customer Experience (i.e., what customers want) could change and the work you do on the route (i.e., the way you deliver a C
Frost Radar: Voice of Customer Analytics, 2024
Advertisement
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.
How to Think about Chatbots in a Big Picture Kinda Way
Fonolo
JULY 5, 2018
What does the future hold for customer service? A common theme in answer to this question is, “Improvements in automation and self-service will erode the importance for call centers.” That theme gets reinforced every time you read an announcement from a company touting success of a new automation project. It also gets strengthened by the marketing efforts of all the vendors selling self-serve technology.
4 Measurements of CX Success in the Outsourced Contact Center
Callminer
JULY 22, 2018
When it comes to business process outsourcing (BPO), the virtual assistant market is predicted to reach $3 billion by the year 2020. And it is no surprise that the number of home-based customer service agents is expected to grow at a compounded annual growth rate of 36.4%. It is one of the strongest expansion levels of any outsourcing market sub-segment.
4 simple steps to manage your sales pipeline
Intercom, Inc.
JULY 6, 2018
If you’ve ever looked at your diary, notebook, sticky notes and email inbox in the middle of a busy sales period and thought, “This isn’t working,” you’re not alone. For years, I used to try to organize my thoughts and ideas without structure, missing sales opportunities and forecasts as a result. Then, I found the answer – the concept of a sales pipeline.
10 chat support job responsibilities: what you need to know about providing live chat support to your customers
UJET
JULY 19, 2018
It's Friday. You're queuing up emails for next week's big product announcement when all of a sudden your email service stops working.
Prepare Now: 2025s Must-Know Trends For Product And Data Leaders
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.
5 Disastrous Mistakes when Dealing with Difficult Customers
Customers That Stick
JULY 5, 2018
Let’s just say it right here at the start — dealing with difficult customers stinks. Having provided customer service training to thousands upon thousands of people at all levels of organizations, I’ve learned that there is one thing every person who works with customers wants to know: how to successfully navigate difficult customer service situations and customers.
Make This Small Change For Big Results
Beyond Philosophy
JULY 19, 2018
We all have a Status Quo Bias when it comes to decision making. Also called Status Quo Inertia, the Status Quo Bias is our preference to keep things the same or maintaining a previous decision. Your customers have one, too, and you can use it to get them to do what you want in your Customer Experience. In the 80s, two professors, William Samuelson and Richard Zeckhauser wrote an article for the Journal of Risk and Uncertainty called, “ Status Quo Bias in Decision Making.
Please take my lunch break survey
Customer Service Life
JULY 23, 2018
Did you (or do you plan to) take your lunch break today? I mean, really take your lunch break? Move away from your desk, actually eat a meal and maybe even talk with your coworkers? You may have worn (or currently still wear) the badge of hours worked. When you’re trying to get everything done, you rarely take your breaks. Yes, even if you are a salaried employee, you’re still human and you still need to take a break.
New research gives you 25 billion reasons to understand why customers say goodbye
Callminer
JULY 29, 2018
CallMiner published the CallMiner Index – a customer churn survey report that reveals a switching epidemic that is costing British businesses at least £25 billion a year.
HR Meets AI: The New Way of Keeping Large Workforces Connected and Engaged
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.
Builder beware: marketing tension in product-first companies
Intercom, Inc.
JULY 4, 2018
One of the lures when I joined Intercom in 2014 was that it sold itself as a product-first company. We continue to repeat that mantra to ourselves today, and we say it to anyone who’ll listen. We thump our chests when we say that. It’s a badge of honor – a badge of legitimacy – a badge of a new, better way of building a company. But, there’s a hidden arrogance inside that product-first mindset, and traps that await those who adopt it.
11 Types of Difficult Customers Infographic
TeamSupport
JULY 10, 2018
Customer relations are very important to all businesses. Building positive relationship with your customers can do wonders, because customers want to have a positive relationship with you, and if you're lucky they will actively work to maintain it Of course, businesses also put in considerable time and effort into making a relationship rewarding and enriching for both parties.
The Benefits of Gamification for Call Center Managers
Fonolo
JULY 25, 2018
Attention all call center managers: It’s time to talk about you. Picture it: You are the fearless leader of a call center team in 2018. Much like the call centers of old, your agents are grappling with 1) surges in call volume (both expected and unexpected); 2) evolving technologies; 3) increasingly complex customer cases; and perhaps most important of all, 4) the latent human desire to be appreciated, acknowledged, and active in the work environment.
Why Do Customer Emotions Matter?
Beyond Philosophy
JULY 20, 2018
Colin Shaw and Prof. Ryan Hamilton discuss how emotions drive customer behavior. So, what is an emotion? How are they evoked? How can you deliberately evoke a customer’s emotions? How is an emotion different to a mood and what you should do about it? The post Why Do Customer Emotions Matter? appeared first on.
eCommerce in 2025: How Customer Experience Drives Online Retail Success
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
7 Reasons Why You Should Consider Migrating to a Cloud-based LMS
ProProfs
JULY 1, 2018
Are you still using a locally-hosted solution for all your business training needs? If yes, then chances are you have experienced difficulty in handling processes like installing regular updates and downloading new software. Like always. Moreover, you might be paying extra charges for the same! Instead of going through all these obsolete and expansive (and expensive) tasks, why not migrate to a cloud-based LMS?
SiriusXM CallMiner Success Story Podcast Highlights from CCW
Callminer
JULY 24, 2018
During the recent Customer Contact Week event, I had the pleasure of joining CallMiner customer, Emily Deragon, a senior solutions manager for SiriusXM in a podcast.
Builder beware: marketing tension in product-first companies
Intercom, Inc.
JULY 4, 2018
One of the lures when I joined Intercom in 2014 was that it sold itself as a product-first company. We continue to repeat that mantra to ourselves today, and we say it to anyone who’ll listen. We thump our chests when we say that. It’s a badge of honor – a badge of legitimacy – a badge of a new, better way of building a company. But, there’s a hidden arrogance inside that product-first mindset, and traps that await those who adopt it.
6 More Ways to Get An Angry Customer to Back Down
Myra Golden Media
JULY 15, 2018
Eleven years ago I published my first YouTube video. I called it Top 6 Ways to Get An Angry Customer to Back Down. That little video has gotten more than 2.9 million views. (I have this old-school video at the bottom the page if you’d like to take a look.). The style, content, and quality of that video are as far as the east is from the west from my current videos and work.
How to Easily Navigate Crypto Accounting in the Web3 Era
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
Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have
PeopleMetrics
JULY 31, 2018
The following is an excerpt from Listen Or Die by Sean McDade, PhD. The true “voice” of your customer is the unique words they share with you each time you ask them “Why” or “Please tell me more about that” in your survey. There is gold in each comment that customers share with you. The question is this: how do you best mine for that gold? Enter text analytics.
Are You Using This Communication Tool To Best Effect?
Beyond Philosophy
JULY 27, 2018
Colin Shaw and Prof. Ryan Hamilton explore how positioning your message is critical in communications from an leader and from a marketing perspective. How is this best achieved? Listen to Colin & Ryan debate this and get tips of what you can do. The post Are You Using This Communication Tool To Best Effect? appeared first on.
Creating Multilingual Online Courses is Important for Business Global Outreach
ProProfs
JULY 24, 2018
Creating online courses for the purpose of training fresh joiners is not quite an old affair. But imparting knowledge by a mentor is an age-old method, traced back to the 19th century. However, the advent of digitization gradually replaced a human mentor with online training modules. And this is not something that is only visible in big corporates or small organizations.
4 Measurements of CX Success in the Outsourced Contact Center
Callminer
JULY 21, 2018
Do you use outsourced contact centers? These 4 vital measurements can help evaluate the effectiveness of BPO processes and agent performance.
7 Essential Criteria for Choosing the Right Payments Partner
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.
Let's personalize your content