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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
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.
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.
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.
Automating time-consuming manual tasks can save your firm hundreds of hours–and thousands of dollars. But it can also have longer-lasting benefits, like helping you attract and retain the next generation of CPAs, and we don’t need to tell you how important that is amid the current generational staffing crisis in the tax and accounting profession. You'll want to save your seat for this new webinar with industry expert Joe Wroblewski, where we'll explore how to: Maximize ROI with Cost-Effective Te
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.
We’re extremely excited to connect with the tech community – in person – at Web Summit in Lisbon from November 1st to 4th. This year’s event will be especially significant, as thousands of people from across the industry gather in person after so long in remote-working isolation. We can’t wait to see old friends and make new ones. The Intercom team is looking forward to showcasing our latest features and improvements to the world’s leading Business Messenger and powerful customer sup
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We’re extremely excited to connect with the tech community – in person – at Web Summit in Lisbon from November 1st to 4th. This year’s event will be especially significant, as thousands of people from across the industry gather in person after so long in remote-working isolation. We can’t wait to see old friends and make new ones. The Intercom team is looking forward to showcasing our latest features and improvements to the world’s leading Business Messenger and powerful customer sup
Uniphore completes the acquisition of Jacada and rolls out a powerful platform that will transform the Customer Experience Market. PALO ALTO, Calif. , Oct. 2 1 , 2021 [12 AM PST, 3 AM EST ] – Uniphore announced today that it has completed its acquisition of Jacada and is unveiling the industry’s most compre he nsive p latform that will further enable enterprises to transform customer experiences.
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.
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.
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.
Speaker: Lee Andrews, Founder at LJA New Media & Tony Karrer, Founder and CTO at Aggregage
This session will walk you through how one CEO used generative AI, workflow automation, and sales personalization to transform an entire security company—then built the Zero to Strategy framework that other mid-market leaders are now using to unlock 3.5x ROI. As a business executive, you’ll learn how to assess AI opportunities in your business, drive adoption across teams, and overcome internal resource constraints—without hiring a single data scientist.
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.
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.
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.
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.
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
"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.
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.
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.
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.
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.
New Program Provides Foundation to Support Large-Scale Enterprise Digital Transformation Efforts with Leading Conversational Automation Solutions PALO ALTO, Calif., October 26, 2021 [8AM EST, 5 AM PST] — Uniphore , the leader in Conversational Automation, today announced?its Uniphore Unite partner program to support a rapidly expanding market that is seeing the benefits of using Artificial Intelligence (AI) and automation technology to significantly improve customer experience (CX).
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.
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.
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.
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.
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.
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.
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!
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.
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
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 […].
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.
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.
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 […].
Is your tech stack working for you—or are you working for it ? 🤖 In today’s world of automation and AI, technology should simplify workflows—not add complexity. Seamless integration and interconnectivity are key to maximizing productivity, optimizing workflows, and improving collaboration. Join expert Joe Wroblewski for a practical and insightful session on how you can build a smarter, more connected tech stack that drives efficiency and long-term success!
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