Callminer
AUGUST 22, 2018
Once you’ve collected the data, you need to do something with it to improve the customer experience and deliver exceptional customer service consistently. Actionable analytics is key.
Intercom, Inc.
AUGUST 24, 2018
For all the time and money we spend attracting customers to our website, isn’t it odd how little we spend trying to convert them? These live chat stats will show you the conversion power of messaging. According to an eConsultancy report , for every $92 spent acquiring prospects only $1 is spent converting them. Sure, that dollar could give you returns in spades, but in reality the odds of that are no better than a craps table in Las Vegas.
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CX Accelerator
AUGUST 1, 2018
Working in customer service or customer experience can take a massive toll on your physical and mental well-being. When combining the stress that comes with never-ending customer requests, pressure from all types of internal stakeholders, and the sometimes crippling weight of life outside of work, the result may be too much to bear. How can we create an environment that gives life instead of sucking it out of us?
Retently
AUGUST 29, 2018
You’ve built a great product, perfected your customer acquisition process and even started to poll your clients to learn more about what they think of you. There’s only one problem: the Net Promoter Score ® and feedback you received wasn’t as good as you expected. One of the biggest strengths of NPS® is that it’s an objective, quantifiable measure of how your customers view your product or service.
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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.
Beyond Philosophy
AUGUST 30, 2018
Customers that recommend you to other people are the gold-standard of successful Customer Experience. How likely they are to tell their friends and family about you is measured by the Net Promoter Score (NPS), a common metric used by organizations to evaluate their performance in Customer Experience. These customers are your most loyal and the most sought-after of the lot, the “Raving Fans” of your organization.
Uniphore
AUGUST 9, 2018
Why RPA can be the Backbone for Front End Enterprise Digital Transformation. Today, in almost every major industry worldwide, there is a growing focus on developing a front end digital business strategy to automate operations, lower costs and improve customer service, and hence, the overall customer experience. Especially as emerging technologies have begun threatening long-established companies in verticals such as retail, insurance, banking, government and more, the push for automation is now
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.
AUGUST 14, 2018
The first law of content marketing is that publishing is an expensive business. No matter how hard you try to circumvent it, the first law will always come back and bite you. One common approach is to outsource content production, which can be cheaper in pure monetary terms. But unless someone, preferably an editor or with some editorial skills, is closely managing that process you’ll end up paying more for it in the long run.
CX Accelerator
AUGUST 16, 2018
Only a handful of months ago, CX Accelerator started with a dream to create a small virtual community exclusively for CX professionals. 400 people and 14,000 messages later, the slack work space has become something far more meaningful than anyone could have anticipated. Our wonderful members have shaped it into a fountain of knowledge and encouragement.
SixteenVentures
AUGUST 1, 2018
Churn… ya boring. Yawn. Time to move on. I’m so over talking about churn and if you really understand what Customer Success is all about , you should be, too. Churn is so easy to get rid of… you just have to do five simple things. If churn is a problem for you, this post will change that (if you’ll let it) and then you can move onto bigger and better things.
Beyond Philosophy
AUGUST 16, 2018
A theory is great. It gets you thinking, designing and planning. However, unless you take all the theory and the work you built around it and implement it, it is entirely useless. Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. The concept of implementing the plans you make from theory is significant to me.
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.
Uniphore
AUGUST 14, 2018
Traditional RPA vs Customer Service RPA. As we move into the era that is attempting to leverage artificial intelligence and machine learning more and more, one emerging technology gaining momentum is RPA - robotic process automation. While most businesses are already familiar with RPA in a generic sense, as an automation solution for backend processes, a new form of RPA is arising on the front end , one who is delivering effective, cost-saving solutions to customer service technological and oper
Callminer
AUGUST 28, 2018
Customers have conversations with more than one department in your organization during the customer lifecycle journey. Customer interaction analytics throughout the relationship is key to success.
Intercom, Inc.
AUGUST 21, 2018
Chatbots push salespeople and marketers past the physical limitations of being human: our need to sleep, our loathe of repetitive tasks, our inability to multitask conversations. Modern-day chatbots, like our recently launched Custom Bots , are completely customizable and can automate all sorts of user journeys, while maintaining a positive consumer experience.
CX Accelerator
AUGUST 1, 2018
Working in customer service or customer experience can take a massive toll on your physical and mental well-being. When combining the stress that comes with never-ending customer requests, pressure from all types of internal stakeholders, and the sometimes crippling weight of life outside of work, the result may be too much to bear. How can we create an environment that gives life instead of sucking it out of us?
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.
PeopleMetrics
AUGUST 31, 2018
The following is an excerpt from Listen Or Die by Sean McDade, PhD. Customer service (CS) is critical for delivering a great customer experience (CX). All too often, these terms are used interchangeably, but they are not synonymous— CS is not the same as CX. Customer service is part of the overall customer experience, not the entire customer experience.
Beyond Philosophy
AUGUST 23, 2018
Non-conscious influence has a significant effect on your customer’s behavior. Non-conscious influences are stimuli of which a customer is not aware. What’s more, these non-conscious influences exist in your Customer Experience even if you haven’t been deliberate about your design of them. In our latest podcast , we defined some terms that describe the information that influences behavior, including: Subliminal: Something you sense but that your conscious mind did not register, meaning it is pi
Uniphore
AUGUST 16, 2018
Are Robots Replacing Humans? Are robots replacing humans? The proposed question sounds cliché, but it’s a relevant one for many enterprises today. It’s particularly relevant for the individuals responsible for vetting and choosing contact center technology solutions. Because they have a deep understanding of the technology stack, and thus for the people using it, they are more aware than most of those who may be replaced by robots.
Callminer
AUGUST 26, 2018
We are happy to share three video success stories from customer's that utilized speech analytics and automated scoring to achieve their overall goals.
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.
AUGUST 13, 2018
Growing up, I was surrounded by video games. In my house, we had the NES, Nintendo 64, Game Boy and a bunch of PC games. I would play video games for hours on end, only stopping for the odd toilet break. But as my love of gaming grew, it became obvious that I wasn’t drawn to the typically popular action or racing games. Instead of Half-Life or GoldenEye, I was drawn to simulation games such as SimCity , The Sims and Theme Hospital – titles that rewarded strategy over speed, patience over practic
Fonolo
AUGUST 29, 2018
It’s a noisy little planet we live on. In contemporary times, the deafening sounds of the outside world via the news, social media, the subway, the radio, the street, and even the phone lines can distract us from our long-term professional and personal goals. It’s simply become too loud. This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of bot
Heart of the Customer
AUGUST 9, 2018
You probably don’t view Amazon as a competitor. That’s where you’re mistaken. When we look to build a better CX, it’s natural to focus on our people. After all, they are often the heart of our customer experience. However, while we need to ensure a strong person-to-person experience, we also need to make sure the experience is strong even when […].
Beyond Philosophy
AUGUST 1, 2018
I have had the same mobile (cell phone) company in the UK for around 25 years. However, I am about to leave them—and they don’t know it. With my imminent departure on the horizon, I wondered how do organizations avoid customer defection? It turns out that customers usually indicate they are going to leave, and you can see it in their habits. I see it happen all too often as a global Customer Experience consultant.
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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.
Uniphore
AUGUST 6, 2018
Why are Financial Institutions Investing in RPA, not just Upgrading Legacy IT Systems? The Challenge: Modernization of the Banking Customer Experience. As the changes brought about by ever-evolving digital technology become progressively meshed into our daily lives, consumer demand has also advanced to now expect from all businesses the same level of speed, convenience, and efficiency.
Callminer
AUGUST 21, 2018
Read the full Aberdeen report here to gain a full understanding of which strategies and trends are most important in 2018.
Intercom, Inc.
AUGUST 20, 2018
The phrase “cross-functional” is most commonly used to describe a team made up of of people with different functions or skills. At Intercom for example, our product teams include designers, programmers and product managers , unique roles working together as one. Or you might hear the term used when teams from different parts of a business work together on a big project, like the launch of a new product or release.
ProProfs
AUGUST 13, 2018
A decade ago who would have thought that m-learning is going to sell like hotcakes? But, the present scenario narrates a completely different story. The advent of digital media and smartphones have contributed towards breaking new grounds for the entire education and training sector. The corporate world stands to benefit more especially when training through the learning management system was introduced.
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.
DMG Consulting
AUGUST 31, 2018
The Next Act: The AI-Enabled Contact Center. In 2005, 13 years ago, I published the book The Real-Time Contact Center. My goal in sharing the concepts in this book was to provide a technical and operational framework for anyone who uses this “delivery and service” vehicle for customer assistance or sales. The idea behind the book was (and still is) conceptually simple – to utilize the real-time capabilities of contact centers to assist people (customers, prospects, partners, public, etc.)
Beyond Philosophy
AUGUST 17, 2018
Colin Shaw and Prof. Ryan Hamilton discuss how to understand the rules of customer decision making. If you don’t know how customers make decisions you cannot influence them to best effect. Explore the decision-making process and listen for actionable advice you can use today. The post Understanding the Rules of Customer Decision Making appeared first on.
Myra Golden Media
AUGUST 8, 2018
I read that the average customer service call lasts two minutes longer than it needs to. And from personal experience in my own business and my years of customer service work, I believe this. Twenty years ago I began teaching a conversation control technique called Ask 3 Closed-ended Questions Back-to-Back. I learned the technique from a consultant I hired to work with my employees in a call center in Tulsa.
Callminer
AUGUST 8, 2018
Collection strategies help to determine which accounts have a higher probability of losses, categorize the different types of customers, and prioritize and target customers.
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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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