Callminer

FEBRUARY 20, 2019

Not every contact center is set up to make it easy to be a true problem solver and provider of excellent customer service.

Contact Center 207

Contact Center Customer Service 207

CX Accelerator

FEBRUARY 6, 2019

Last week, Brittany Naylor (Vice President of Customer Support for Service Direct) queued up a wonderful topic in our CX Accelerator slack channel. It was "Next Issue Avoidance" and how support leaders are bringing this critical concept to life. For those not familiar, the idea of "Next Issue Avoidance" was introduced as part of "The Effortless Experience " in 2011.

Contact Center 206

Contact Center CX B2C Start-ups 206

Intercom, Inc.

FEBRUARY 14, 2019

You often hear great talks about the founding story and how to drive that first phase of growth. At SaaStr , I talked about what happens after that, how you can drive your next phase of growth. When you are starting a business, or joining a new one, you are excited and full of ideas. You probably have a goal in mind. It might be to launch a new product, to define a new category or to hit $1M in revenue.

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188

Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. As I have written before , the results that we should be seeing are not there. It’s time to put up or shut up. If we as an industry do not turn it around, we might see our budgets and headcounts reassigned somewhere else. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerTh

Customer Experience 154

Customer Experience Social Media Gaming Education 154

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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.

Contact Center

Intercom

FEBRUARY 22, 2019

Artificial intelligence is radically redefining the customer service landscape. From automated emails to visual search , AI allows companies to better support their customers at more touchpoints along their journey. Nowhere is this radical change to the customer experience as apparent as in the new wave of chatbots. AI-powered chatbots have become widely available and let you do what was once impossible: help customers 24/7, answer questions without any human intervention and provide support to

AI 133

AI Customer Service Artificial Intelligence Touchpoint 133

Uniphore

FEBRUARY 22, 2019

While assisted service aptly describes the human-touch component, intelligent agent engagement more accurately describes the human-touch fueled with technology to drive improved operational efficiency. Read More.

Technology 124

Technology Technology 124

Retently

FEBRUARY 27, 2019

There are two ways to grow your business. The first is to acquire new customers. The second is to focus on retaining existing clients and increase customer lifetime value (CLV). Data shows that the second is a far more effective strategy for producing a steady, predictable increase in revenue. Despite this, sources disclose that 44% of companies spend more time and money on acquiring customers, whilst only 16% of businesses focus on reducing churn, putting up front the old wisdom that it’s cheap

Social Media 111

Social Media NPS Start-ups Net Promoter Score 111

Intercom, Inc.

FEBRUARY 12, 2019

Unless your business is transactional, nurturing your existing customers should be just as important as acquiring new logos. The way I see it, closing a deal is just the first step. It’s what comes after – onboarding, upselling and cross-selling, renewal – that determines your customers’ ability to grow with your product and, consequently, the fate of your own growth.

Sales 184

Sales 184

Beyond Philosophy

FEBRUARY 19, 2019

Organizations cannot afford to be operationally driven. A Customer Experience focus is a necessity of survival in today’s hyper-competitive and disrupted retail market. That said, not every organization realizes this fact yet, which I find disappointing. I was talking to the C-Suite of a retailer (who shall remain nameless) about Customer Experience.

Retail 142

Retail Customer Experience CX 142

Lumoa

FEBRUARY 17, 2019

Check the latest easy quick-win loyalty-boosting customer experience strategies to power up your CX in 2019!

Customer Experience 109

Customer Experience CX 109

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.

B2C

Myra Golden Media

FEBRUARY 15, 2019

When your customer furiously tears in, not letting you pinch in so much as “um hmmm,” regain control using the Snatch and Flip technique. Here’s what you do. 1. Listen (Try to be fully present, listening without annoyance.). 2. Identify the subject that has hacked the customer off. (This tends to be the thing they bring up repeatedly.). 3.

Gaming 105

Gaming Customer Service 105

Callminer

FEBRUARY 18, 2019

Using artificial intelligence to evaluate and understand past contact center conversations shows businesses what to expect and gives them the opportunity to be proactive in the future.

Artificial Intelligence 182

Artificial Intelligence Contact Center Customer Experience AI 182

Taylor Reach Group

FEBRUARY 5, 2019

Lean Management is a customer-centric methodology used to improve the current business process by using the DMAIC (Define, Measure, Analyze, Improve, and Control) technique. Following the DMAIC blueprint will provide organizations insight into what the actual root cause problem is by measuring and analyzing various data sets, and developing process flow maps to understand the “as is” state.

Government 101

Government Contact Center Customer Experience Engineering 101

Intercom, Inc.

FEBRUARY 18, 2019

If you have followed us over at Sherlock , you will likely have heard us say many times that product engagement is the lifeblood of any SaaS business. This is because the entire SaaS business model is dependent on people using (and getting value from) your product consistently over time. The entire model is dependent on product engagement. In short, creating a method for scoring engagement is essential for every SaaS business.

Social Media 178

Social Media Start-ups B2B Sales 178

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.

Actionable Insights

Beyond Philosophy

FEBRUARY 22, 2019

There is a big challenge when measuring customer emotions as you are asking customers how they felt in an experience, as this is done retrospectively, a while after they had the experience. Many times, Customers don’t remember how they felt or, for several reasons, they don’t want to tell you. Using technology, you can now measure customer’s emotions in real time!

Customer Loyalty 125

Customer Loyalty CX Technology Technology 125

Uniphore

FEBRUARY 25, 2019

Self-service is often the first step of the customer service journey. It is at this time that the solution can either enhance brand perception or hurt brand perception, so the importance of self-service cannot be over emphasized. Factors driving organizations to invest in self-service include: Read More.

Customer Service 100

Customer Service 100

Myra Golden Media

FEBRUARY 4, 2019

Inflammatory words and an aggressive tone heat up an interaction like an oven heats up a room. The five biggest mistakes I see customer service professionals make when talking to upset customers are: Aggressive tone – A direct or authoritative tone will quickly lead to an escalation in aggression or to a supervisor. Making threats – Spitting off, “Calm down or I can’t help you” will assuredly not make a customer calm down.

Customer Service 101

Customer Service Customer Experience 101

Callminer

FEBRUARY 13, 2019

A call center employees job is not easy. But through technology, training and supportive management, employee engagement can thrive leading to a better customer experience.

Technology 182

Technology Technology Customer Experience 182

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

Customer Satisfaction

The DiJulius Group

FEBRUARY 6, 2019

Customer service and soft skills are not common sense, they are not innate, and people are not born with them. The quality of your customer service, and the level of your organization’s customer service, comes down to one thing and one thing only: The service aptitude of every employee you have. The most critical component. Read Full Article. The post Top 7 Soft Skills Your Employees Need To Be Trained On appeared first on The DiJulius Group.

Customer Service 95

Customer Service 95

Intercom, Inc.

FEBRUARY 5, 2019

Developing a sales strategy is one of the core activities every business will have to undertake. You can delay it until you’ve acquired your first 100 or 1,000 customers, but at some point you’ll need to find sustainable traction in the market. A well defined sales strategy is your path to meaningful, sustainable growth. Get it right and watch your company’s growth trajectory go up and to the right.

Sales 177

Sales Start-ups Gaming Education 177

Beyond Philosophy

FEBRUARY 8, 2019

Organizations do not have the luxury of focusing solely on operations these days. Over the past decade, retail as an industry has changed. To survive, retailers must put the customer at the center of everything they do. That said, not everyone believes it yet. <!–more–> Not so long ago, I was having a conversation in the C-Suite of a company about Customer Experience.

Retail 116

Retail Customer Loyalty CX Customer Experience 116

Uniphore

FEBRUARY 20, 2019

Agent engagement refers to any customer interaction that requires a human-touch. While much of the technology focus of recent years has been with self-service, the assisted service channel is seeing a resurgence of interest and importance. There is also a growing realization that customers no longer need to make a binary decision on using one form of service over the other - instead, self-service and assisted service are deeply intertwined, so much so that a single customer interaction can span

Contact Center 100

Contact Center Technology Technology 100

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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.

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Myra Golden Media

FEBRUARY 14, 2019

If you say “because” when you’re telling a customer something, you’ll significantly increase the chance that they’ll accept your word as final. Here’s Why Saying “Because” Works. Research by psychologist Ellen Langer found that saying “because,” and then tossing out a reason as insignificant as a discarded rubber band, got people to agree.

Customer Service 98

Customer Service Customer Experience 98

Callminer

FEBRUARY 12, 2019

Contact centers are just looking for love. They want their customers to adore them, striving to provide the best customer experience so these customers will return month after month.

Contact Center 182

Contact Center Customer Experience 182

Taylor Reach Group

FEBRUARY 12, 2019

By John Cockerill. In Colin Taylor’s recent article, “ Resolving The Riddle Of Retention ,” he speaks about the cost of attrition and the many factors that affect it. This article outlines how to do both a simple estimate of that cost and more complex calculations to undertake for a center. First, let’s outline a simple estimate approach. The five base numbers, measurements, or elements needed are: Number of staff at the start of period being analysed.

Contact Center 95

Contact Center Pharmaceutical Start-ups Customer Satisfaction 95

Intercom, Inc.

FEBRUARY 15, 2019

One of the most fundamental elements of the Intercom platform is how it handles user data – for us and our customers, the ability to access, track and filter data about users is what makes Intercom such a powerful solution. Some important functionality hinges on matching user data against certain criteria – it’s what allows us to send auto-messages to specific users , for example.

Engineering 171

Engineering Technology Technology Start-ups 171

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.

AI

Beyond Philosophy

FEBRUARY 5, 2019

Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This was voted on by clients and peers, we couldn’t be more honored or proud. This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too. We share our 10-Step Plan for Success and ask our listeners, what would you do if you weren’t afraid?

Management Consulting 110

Management Consulting CX Customer Loyalty Customer Experience 110

Uniphore

FEBRUARY 15, 2019

Intelligent self-service refers to the new generation of self-service solutions. These solutions are changing the paradigm over the old way of doing it. The highly structured classification and prescriptive knowledge bases are being replaced (or fronted) with virtual customer assistants (VCA’s) or chatbots. The old IVR phone trees (“press one for billing, press two for services…”) are being replaced by graphical or digital alternatives.

Technology 100

Technology Technology 100

PeopleMetrics

FEBRUARY 20, 2019

The following is an excerpt from Listen Or Die by Sean McDade, P hD. Ten-plus years ago, market research firms offered what was called customer satisfaction tracking, or CSAT for short. Usually on a quarterly basis, they would utilize large telephone interviewing centers for a week or two, calling customers and asking about overall satisfaction levels (usually not most recent experiences).

VOC 94

VOC CEM Business Administration Machine Learning 94

Callminer

FEBRUARY 5, 2019

Learn 3 ways how you can improve your call center monitoring practices through call analysis and agent feedback. Including Analyze video!

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182

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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.

Customer Service