October, 2021

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What metrics are the most important for your product?

Intercom, Inc.

The SaaS industry is full of advice on the perfect product metrics to gauge your users’ activation, engagement, and interactions. But how do these concepts translate into real product improvements? If you don’t know exactly what questions you want answered, these product metrics leave you blinded by the very data you hoped would open your eyes. So how do you go from simply plugging your numbers into cookie cutter formulas to answering key questions about your product and business, and providing

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Positive Attitude is Everything!

The Belding Group

A positive attitude is something that everyone is capable of. It doesn't require a specific education or skill set; and it's not dependent on how much money you make, how good looking you are or what you do for a living. Attitude is, quite simply, a decision one makes. Shaun Belding | www.shaunbelding.com.

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A quick intro to people analytics and how it improves employee experience

Adrian Swinscoe

This is a guest post from Tim Ferguson, a writer and editor of Marketing Digest. Just as digital marketers use analytics to understand their customers better, […]. The post A quick intro to people analytics and how it improves employee experience first appeared on Adrian Swinscoe.

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Visionary Companies: One Part Vision, Many Parts Alignment

Futurelab

A couple months ago, I wrote about the difference between consensus and alignment and why that’s important to know. Back then I wrote: Tags: Annette Franz (Gleneicki) alignment customer experience culture leadership Facebook Like. Linkedin Share Button. Tweet Widget.

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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

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25 ways to improve call center efficiency

Callminer

Read this blog for tips on how to increase call center efficiency and improve your business's image in the eyes of your customers.

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Be the Customer

Bill Quiseng

As a customer service professional, you have been told by your supervisor to interact with all customers as if they are the customer persona. Of course, it is easier to have one of your customer personas. A persona is the general image of customer personalities. A persona is many customers wrapped all in one. But a customer is just one individual. Unlike a customer persona, each customer is different from the other.

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2021 Gartner® Hype Cycle™ for Natural Language Technologies

Uniphore

At Uniphore, our mission is to bridge the gap between people and machines by leveraging AI and automation to improve and optimize conversations across the board. A big part of accomplishing that mission is using advanced Natural Language Technologies (NLT) to drive innovation in every industry. According to Gartner, recent advances in NLT, AI and Machine Learning, are enabling “intuitive forms of communication between humans and systems.

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On-site search, customer experience and inexplicable inaction

Adrian Swinscoe

In 2015, I wrote an article called “Why Relying Only On Reactive Customer Service Is No Longer Good Enough.” In it, I quoted a couple of […]. The post On-site search, customer experience and inexplicable inaction first appeared on Adrian Swinscoe.

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Customer Service Training Needs Different Approaches

Shaun Belding

If you use a traditional training approach with customer service, it will fail. It will fail to engage participants, it will fail to stimulate adoption of new skills and, most importantly, it will fail to make the kind of sustained difference you’re looking for. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.

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How much AI is ‘real’ in CallMiner? All of it.

Callminer

The question should be, “does one company do that better or more powerfully than the competition?” For CallMiner, our solution, with a logical blend of AI and heuristics, is the best on the market.

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Frost Radar: Voice of Customer Analytics, 2024

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.

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How to Train Your Call Center Agents to Exercise Empathy

Fonolo

Emotional intelligence has always been a hot topic in the customer service world. As contact centers across the world continue to recover and adapt from the aftershock of the COVID-19 pandemic, it’s become clear that empathy isn’t just a trend customer support teams need to embrace – it needs to be part of your operational foundations.

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5 Rules That Absolutely Build Customer Loyalty

Beyond Philosophy

Loyalty is one of the most overused phrases in business today. To most companies, it invariably means “customers give us all their money.” But that is not what loyalty is. So, today we’re going to talk about the five rules that will build customer loyalty. Or you can listen to the latest episode of my podcast here. Before we get into the rules, let’s talk about what loyalty is.

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Building a sales team in a high-growth environment

Intercom, Inc.

Getting the team right is one of the hardest parts of scaling sales. Rapid growth means you need a large, high-performing team, and you need it right now. But no sales team can afford to grow without intention. Many leads’ first meaningful interaction with your business will be a conversation with a salesperson – you have to carefully consider what kind of experience you want that to be, and who will be delivering it.

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Combating language discrimination in customer service

Adrian Swinscoe

Vasco Pedro, CEO and Founder of Unbabel, recently told me a story when I spoke to him on my podcast about his experience with British Airways’ […]. The post Combating language discrimination in customer service first appeared on Adrian Swinscoe.

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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.

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How customer service leaders can make it easier to do good work

Inside Customer Service

"Be more managerial, or you're fired!" The director issued this ultimatum to his two managers. There had been some customer service issues within the department. The director wanted to see change, now. The managers stared at their boss in disbelief. I stared, too. The director had brought me in to meet with his leadership team and help create a strategy to improve the service culture.

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Omnichannel customer service: Tips for great experiences

Callminer

Getting omnichannel customer service right involves balancing myriad moving parts. This blog shares what makes omnichannel customer service important and how you can master it.

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3 Tips to Reduce Cost Per Contact in the Call Center

Fonolo

When it comes to keeping a pulse on the health of your contact center, cost per contact can be a very handy tool. This key performance indicator (KPI) provides insight into how effective agents are at delivering top-notch customer service and will signal to you when certain performance areas are falling off track. Unfamiliar with this term? We’ve got you covered.

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Service Is Not Servitude

Bill Quiseng

Several days ago, I was told that the counter person did not want to say, “How may I serve you?” “I’m not a servant,” she said. She already had an attitude that disdained servitude. To her, servitude meant slavery, having no liberty to determine one’s own way of life. Servitude is having no freedom, consigned to a lifetime of misery and boredom. Service is not servitude.

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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.

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Doubt That You Can Make A Difference At Work? Think Again!

The Belding Group

If you ever find yourself doubting that you can make a difference at work, I have three stories that illustrate how easy it really is. Shaun Belding | www.shaunbelding.com.

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Why digital bank statements must change with consumers habits

Adrian Swinscoe

This is a guest post from Jason Howard, Executive Vice President at Ethoca. Online shopping has changed dramatically in the last 12-18 months, with online spending […]. The post Why digital bank statements must change with consumers habits first appeared on Adrian Swinscoe.

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5 Reasons Your Customer Service Training is Failing – Part 3

Shaun Belding

I often think that, if chemistry was taught as haphazardly as customer service often is, there would be a lot more unintended explosions in the classroom. There is a huge amount of misinformation and misconceptions on the skills, behaviors and mindsets for creating outstanding customer service. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.

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Call center analytics software buying guide

Callminer

Call center analytics software is an important tool in optimizing, growing and making your call center more efficient. Learn what's needed to discover and acquire the best solutions on the market.

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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

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What Soft Skills are Important in a Call Center?

Fonolo

Call center agents do much more than answer the phone. To achieve their performance goals , agents must be excellent problem solvers, expert rapport builders, and highly empathetic to the challenges of their customers. That’s why soft skills are so important in this line of work. To keep your customers happy, your contact center needs to know what types of transferable skills to look for in new hires, while also supporting the development of these same skills in your existing team members.

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Customer Service Week Day 3!

Myra Golden Media

Oh, wow! Day 3 of Customer Service Week was fun! I shared ten super-energizers that are fantastic for Customer Service Week and beyond! If you missed the live event, no worries. We’ve got you covered with the replay below. Join us at 9am ET tomorrow live!

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The Three Levels of Artificial Intelligence – We’ve Only Just Begun

Customer Think

Artificial Intelligence (AI) – the capability of a machine or piece of software to display human-like intelligence – permeates our daily lives, often in ways we do not notice. It touches us in myriad ways. Advanced technology operates behind the scenes, powering and optimizing smartphone apps, transportation, healthcare, retail, and more. In the words of […].

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12 principles for turning customers and employees into lifelong fans – Interview with Jon Picault of Watermark Consulting

Adrian Swinscoe

Todayâ??s interview is with Jon Picoult is founder of Watermark Consulting, a leading customer experience advisory firm, and author of a new book: FROM IMPRESSED TO [â?¦]. The post 12 principles for turning customers and employees into lifelong fans â?? Interview with Jon Picault of Watermark Consulting first appeared on Adrian Swinscoe.

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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

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5 Reasons Your Customer Service Training is Failing – Part 2

Shaun Belding

Customer Service Training Mistake #2: Fail to Establish Customer Service Standards This is the second part in the five-part 5 Reasons Your Customer Service Training is Failing series exploring the most common mistakes made when implementing customer service training. Inconsistencies in customer service are a serious concern The most common concern companies have about […].

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Understanding the different types of customer satisfaction

Callminer

Although customer satisfaction may seem like a simple concept to grasp – your customers are either reasonably satisfied or they are not – there are numerous ways to track, measure and improve it.

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6 Tips to Improve Your Contact Center’s Net Promoter Score

Fonolo

The reviews for your contact center are in—but they won’t be found in the newspaper or on Rotten Tomatoes. You can see what your customers think about your contact center by determining your Net Promoter Score (NPS). Customer experience surveys can tell you a lot about the service callers are receiving from agents, and NPS is a key statistic you should be considering when reviewing how successful your contact center is at providing exceptional customer service.

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Leadership secrets from The Service Culture Handbook

Inside Customer Service

"How do you define leadership?" That's the question I posed to the self-described leadership expert. I had just met him at a conference. He told me he had spent the past 20 years delivering keynote speeches on leadership and had written several books, so I thought this would be an easy question for him to answer. It wasn’t. He stopped and started, struggling to find the right words.

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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.