eglobalis
NOVEMBER 14, 2020
Best Customer experience and Employee Experience experience Design Books of 2020 2021 List. The post Best Customer & Employee Experience Design Books 2020 2021 List appeared first on Eglobalis.
Callminer
NOVEMBER 24, 2020
Read this article to learn how organizations can achieve and maintain legal compliance with a remote workforce.
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Intercom, Inc.
NOVEMBER 2, 2020
The start of any journey begins with consulting a map. But if you’re a product designer starting out on a new project, you might find yourself with a blank page, and the job of drawing the map: of defining the high-level design direction that your team is going to use to chart their course. Mess it up, and you could find yourself quickly marching your team off a cliff.
Heart of the Customer
NOVEMBER 5, 2020
In CX, we all focus on making the experience easier on our customers. (We even made it the title of our book.) But building loyalty isn’t as simple as removing friction. Don’t get me wrong. It’s definitely worthwhile to simplify your customer experience. Friction is a key driver behind loyalty destruction, and your organization will […].
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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.
Win the Customer
NOVEMBER 30, 2020
Being an exceptional customer service representative comes with specific requirements. One of them is understanding the effect of using service phrases. Your goal as a customer service employee is to hear problems and bring solutions. As long as you know how to solve the issues arising, you’re successful. However, communicating well 24/7 can be difficult.
Fonolo
NOVEMBER 26, 2020
When hiring new talent, it’s easy to get caught up in qualifications and work experience. However, customer service professionals need more than smarts to be successful — especially when working in a contact center. Empathy is one of the hottest topics in the industry right now, with the pandemic revealing how important genuine human connections are.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Callminer
NOVEMBER 18, 2020
Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Even top-performing agents have bad days, though, and sometimes, things that are considered standard practice can frustrate customers. Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole.
Intercom, Inc.
NOVEMBER 18, 2020
Welcome to S.H.O.P. , our series examining the changes in retail and commerce. Over the course of four weeks, we’re exploring some of the key topics around the past, present, and future of retail, looking at the technologies and behaviors that have enabled – and transformed – shopping as we know it. This week, we’re looking at the tools and infrastructure needed to facilitate the move Online.
Beyond Philosophy
NOVEMBER 12, 2020
Digital experiences are a crucial part of your Customer Experience , especially during the pandemic. Some organizations are excelling, while others could use some work. No matter where you fall on that spectrum, we have some essential considerations for designing your digital experience in the form of 5 rules. On a recent podcast about these 5 rules, I shared a recent digital experience that was definitely on the “could use some work” side of the spectrum.
UJET
NOVEMBER 16, 2020
This is a guest post by Donna Fluss, the president of DMG Consulting LLC. It took a pandemic, but most companies have finally been convinced that they need to undergo a digital transformation to position themselves for success in the economy of the future, also known as the “new normal.” The only problem is that no one knows what the new normal will be, only that it is likely to be different from what the world looked like at the end of calendar year 2019.
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.
Fonolo
NOVEMBER 3, 2020
We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. One recurring theme was that of agent satisfaction. Our research for The State of the Contact Center 2020 Report indicates that the change to remote work, along with increasing public scrutiny and growing corporate EQ, will cement Agent Satisfaction as the ‘Master KPI’ on which all other metrics depend.
eglobalis
NOVEMBER 7, 2020
Customer Transformation: Loyalty & Sentiment Are Your Challenges Ahead , People-centric enterprises will certainly have an advantage – not just today, but also down the road – when it comes to the memories they instilled in employees and customers during the COVID-19 pandemic. The post Customer Transformation: Loyalty & Sentiment Are Your Challenges Ahead appeared first on Eglobalis.
Callminer
NOVEMBER 9, 2020
Call center fraud is no laughing matter. Fraud is not only on the rise in call centers generally (jumping by 350% between 2013 and 2019 ), but the spread of fraud in the midst of the COVID-19 pandemic means businesses and consumers alike must be more mindful than ever. Organizations need to be prepared to effectively combat call center fraud. Scammers are armed with advanced technology and access to private user data obtained through illicit channels.
Intercom, Inc.
NOVEMBER 18, 2020
Companies that automate support are 4x more likely to see CSAT improvements, according to a survey we conducted with support leaders. That’s an incredible statistic – but how can these benefits be realized? Today, support teams are navigating an increasingly demanding support landscape. With customer expectations and conversation volumes on the rise, businesses need a way to effectively deliver on-demand, personal support while maintaining customer satisfaction.
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
NOVEMBER 27, 2020
An organization’s digital experience is vital to their success. We have been getting a lot of clients asking for a review of their digital experience. Many recognize that their digital transformation hasn’t resulted in the experience that they hoped it would be. On a recent podcast, we had our lead on digital transformation Zhecho Dobrev, Principal Consultant for Beyond Philosophy, tell us why that might be.
Experience Investigators
NOVEMBER 17, 2020
When our waiter flagged us down by the door, I assumed we had left something behind or forgotten to sign the credit card slip or something. My husband and I were walking out of a restaurant with our two boys, who were 9 and 12 at the time, while on vacation in Florida several years ago. I was so surprised when our server made such an effort to stop us to say that he appreciated how polite our boys were. “Please’s and thank you’s aren’t very common anyway, but especially
Fonolo
NOVEMBER 19, 2020
As the contact center continues to evolve rapidly, it’s important to take a step back and evaluate the big picture periodically. Over the past few months, our team at Fonolo has been working diligently to explore the latest contact center trends. Unsurprisingly, technology adoption and customer experience continue to be hot topics — and as the demand for cloud-based software grows to accommodate remote work, call-back technology is steadily gaining popularity.
Myra Golden Media
NOVEMBER 20, 2020
If a customer gives you pushback, argues, or asks for a supervisor, one of the three things is going on: The customer doesn’t trust you The customer fears something The customer sees you as a threat to getting what they want. Watch my video to get two powerful techniques you can use to preempt an escalation when you get pushback. Was this helpful?
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
Callminer
NOVEMBER 17, 2020
Here are the top mistakes made by call center agents that frustrate customers and impact customer experience.
Intercom, Inc.
NOVEMBER 12, 2020
Welcome to S.H.O.P., our series examining the changes in retail and commerce. Over the course of four weeks, we’re exploring some of the key topics around the past, present, and future of retail, looking at the technologies and behaviors that have enabled – and transformed – shopping as we know it. This week, we’re looking at how consumers’ shopping Habits have changed.
Beyond Philosophy
NOVEMBER 14, 2020
What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? This episode of The Intuitive Customer, for starters. Recorded in celebration of the recent CX day, Colin joins fellow experience experts and champions Lewis Carbone and Joe Pine to talk all things Customer Experience.
Buyer Persona
NOVEMBER 23, 2020
We have all encountered an experience where we happenstance upon a picture. Seeing an old picture in a new light. Perhaps it is a picture of your children. Or a photo of a relative in their later years and no longer with us. A momentous occasion, such as a family vacation, captured in a photo evoking fond memories. When you happenstance upon such a picture, it can bring to mind the story behind the picture.
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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.
Fonolo
NOVEMBER 24, 2020
We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Their insights were varied and detailed, but we kept hearing one word again and again: empathy. We had to listen to that. Read the Full Industry Report Here: Contact Center Trends 2021. The Crisis has Fostered a Sense of Empathy.
Myra Golden Media
NOVEMBER 11, 2020
Twice in the last week, Contact Center Agents have reached out to me for help on reducing Average Handle Time (AHT). I’m listening, and I have an answer. I say “an answer” because I’ll be sharing more solutions in the coming weeks. You can move customers out of venting, rambling, and storytelling using Reframing Statements. Reframing Statements shift conversations with challenging customers from focusing on the problem to what you can do about it.
Callminer
NOVEMBER 16, 2020
Managing call centers today involves much more than scheduling agents to staff the phone lines.
Intercom, Inc.
NOVEMBER 24, 2020
We recently released more than 20 new features that make Intercom better at handling complex queries and therefore a better tool for offering world-class support at scale. The features combine to allow for sophisticated ticketing workflows behind the scenes, but with all the advantages that make our Messenger so popular with customers. For a long time, online customer support has revolved around issuing tickets, with help desk software primarily designed to keep track of long, multi-digit refere
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
NOVEMBER 19, 2020
From time to time, I participate in speaking engagements and, in the time of COVID-19, virtual speaking engagements. I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. I learned a few things that I would love to share with you, and discussed on my most recent podcast , regarding where we are now with Customer Experience and, perhaps more importantly, where we are heading.
Totango
NOVEMBER 10, 2020
A key component of creating customer success is working with your customer to identify and organize mutual goals into a standardized customer success plan. Outcome success plans focus on capturing mutual objectives, documenting the steps toward achieving them, and sharing information between both clients and your own internal teams—driving interconnectivity and displaying progress through one easily accessed live portal.
Fonolo
NOVEMBER 10, 2020
We thought we were bold when we said more than 65% of contact centers would move to the cloud in 2020. It happened even faster than we thought. Read the Full Industry Report Here: The State of the Contact Center in 2020. We’ve spoken to the experts for our State of the Contact Center 2020 report. And it looks like it’s here to stay… Contact Centers Made an Unprecedented Pivot to Virtual Working. “60-80% of agents moved to work at home during ‘shelter in place,’
The DiJulius Group
NOVEMBER 11, 2020
4 Quick Tips to Help you Make Price Irrelevant 1) Feature Story How to Reduce the #1 Cause of Anxiety For most people uncertainty triggers high extremes of anxiety. As human beings, we like predictability in our lives. That is why we check the five-day forecast, so we know how to dress. That is why. Read Full Article. The post How to Reduce the #1 Cause of Anxiety appeared first on The DiJulius Group.
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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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