Callminer

NOVEMBER 12, 2019

Learning how to optimize your own surveys can help your business capture key information from customers consistently.

Customer Satisfaction 207

Customer Satisfaction 207

Intercom, Inc.

NOVEMBER 14, 2019

As a brand new company, you might engage in plenty of initiatives that are inherently un-scalable – because there’s no better way to nurture customer love than through a personal relationship. But what happens when you hit hockey-stick growth, and you’re no longer able to connect with individuals on a one-to-one basis? It’s time to start thinking about retention at scale and bring onboard a customer success team.

Sales 108

Sales Gaming Education Customer Relationship 108

Beyond Philosophy

NOVEMBER 15, 2019

Customers have an idea of whether you are a low- or high-priced store almost before they ever interact with you. There are many reasons for it, and you are responsible for a lot of them. There is a story that demonstrates this concept that happened in a neighborhood in Boston called Jamaica Plain. It was historically a working-class neighborhood with many immigrant families living there.

Construction 120

Construction Start-ups Customer Experience 120

Heart of the Customer

NOVEMBER 12, 2019

Successful customer journey maps drive customer-focused change like improving customer experience, developing a new way to deliver value to customers, or reducing the cost to serve current customers. Based on a 2016 study of customer experience professionals, over two-thirds of respondents did not rate their journey mapping project as successful. The reason?

Customer Journey Map 114

Customer Journey Map Customer Experience 114

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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.

Customer Service

Callminer

NOVEMBER 13, 2019

Before you plan your contact centre gamification strategy, here are 3 deadly sins you need to avoid.

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Intercom, Inc.

NOVEMBER 13, 2019

If your support team is routinely asking the same set of questions at the start of every chat conversation, it’s time to ask if you’re using the right tools to triage support issues. Recently our internal tech support team found themselves in this situation while providing support to our 650-person team spread across five offices and timezones.

Start-ups 143

Start-ups Education Business Operations Sales 143

Beyond Philosophy

NOVEMBER 15, 2019

Tribalism: Are You In with The In-Crowd? As humans, the need to belong is essential to us. Most of us have a deep need to feel we are part of a broader community that shares our values and interests. In other words, we need to find our tribe. Tribes are connections between people that form communities, which can be formal or informal. Sometimes tribes are associated with where you were born and from whom, which are the formal types of tribes.

Customer Loyalty 96

Customer Loyalty Customer Experience 96

Callminer

NOVEMBER 10, 2019

Call Center Outsourcing allows a business to offer its customers services it otherwise would not be financially well-positioned enough to offer.

Customer Service 182

Customer Service 182

Taylor Reach Group

NOVEMBER 13, 2019

By Colin Taylor. We constantly hear about “best practices,” and these are held up as the shining examples of what the best organizations do. The desire for us to want our organization or contact center to be “the best” can be a heady goal and many blindly start down the road to get their organization to be a “best practices” organization. But is this the best approach for your contact center, your staff, or your organization?

Contact Center 90

Contact Center Start-ups Technology Technology 90

Customer Bliss

NOVEMBER 13, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

Social Media 72

Social Media CX Technology Technology 72

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

The DiJulius Group

NOVEMBER 13, 2019

One of my favorite books is The Power of Habit by Charles Duhigg because the book contains so many great stories. One story that really stood out to me was the story of the culture that existed in a Rhode Island Hospital. The culture of fear that had been created, specifically in interactions between doctors. Read Full Article. The post How Much Harm Can a Bad Culture Actually Cause?

Hospitality 65

Hospitality Hospitality Customer Experience 65

Callminer

NOVEMBER 10, 2019

Find out how you can solve the most common QA challenges facing your call center by reading what our experts had to say!

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Totango

NOVEMBER 11, 2019

Hi, . We have been hard at work and are excited to share our latest engagement feature with you! Advanced Campaign Engagement with Destination Pages. Communicating with your customers at the right time, in the right context is very important and we know many of you are doing it by leveraging Totango campaigns. . Our newest feature, Destination Pages, allows you to take action when a customer engages with your campaign.

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Confirmit

NOVEMBER 14, 2019

Something for something. Customer relationships very much are premised on a quid pro quo between a company and its customers. That is, the customer/company relationship is an exchange of values, something for something. Customers want companies to deliver great products, services and experiences at a given price point. In turn, customers reward companies that meet and exceed their expectations with loyalty behaviors , that is the ongoing behaviors that create value for the company.

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CX Customer Relationship Voice of the Customer Customer Loyalty 65

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

Fonolo

NOVEMBER 13, 2019

With Black Friday and Cyber Monday nearly upon us, the vast majority of retail call centers have welcomed new agents in the last few months. For example, in 2016, Radial hired 20,000 seasonal workers for its call center, customer service, and freight fulfillment operations – three times its permanent staffing numbers. This rapid scaling of staff happens because retailers know they need to offer a consistent and pleasant customer support experience, even with the drastic increase in demand.

Contact Center 62

Contact Center Retail Sales Customer Service 62

DMG Consulting

NOVEMBER 11, 2019

Question: Is voice biometrics used only for live-agent interactions or does it work with intelligent virtual agents too? Answer: Voice biometrics can provide authentication for interactions that take place with humans as well as with intelligent virtual agents (IVAs). Voice biometrics and IVAs are complementary solutions that deliver enhanced and additional benefits when used in conjunction with each other.

Technology 59

Technology Technology 59

Totango

NOVEMBER 14, 2019

Onboarding is an exciting, critical phase of introductions and potential. It defines how you and your customer communicate, establish common goals, and begin the customer journey. Above all, it is an educational process. You want to teach your customers how to integrate your product into their daily workflows as quickly and thoroughly as possible. This is your opportunity to prove your product is the best solution for meeting their business goals.

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Education Actionable Insights Start-ups Customer Relationship 64

Customer Bliss

NOVEMBER 14, 2019

Customer success is more than just a buzzword, and Guy Nirpaz , the CEO and founder of Totango , and author of Farm Don’t Hunt: The Definitive Guide to Customer Success , talks to us about how to realistically integrate customer success into customer experience. In today’s episode, Guy talks about the importance of delivering value to the customer and across the entire customer lifecycle.

Business Operations 58

Business Operations Customer Loyalty Customer Expectations Technology 58

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 PhaseWare Files

NOVEMBER 14, 2019

To improve your B2B customer support operation, you need predictive AI on your side. Let us help by providing software for B2B customer service today.

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B2B AI Customer Service 52

Fonolo

NOVEMBER 14, 2019

Where does your brand sit on the green-o-meter? It’s worth asking yourself this, as more and more millennial customers are starting to pay attention to the environment, and holding businesses accountable for their services, company vision, and strategy to cut waste, pollution, and plastics. Customers seem to care about it – so perhaps you should, too.

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Customer Service Hospitality Hospitality Government 52

Totango

NOVEMBER 12, 2019

Imagine you’re a customer. A salesperson has lavished attention on you and your every need. As a result, you’ve made a purchase. Now, you’re ready to use the new product, and you’re looking forward to seeing if it lives up to the hype. But what happens next? Do you continue to get the same level of attention from that company’s customer success (CS) team?

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Sales Touchpoint Customer Expectations Customer Journey Map 60

CSAT.AI

NOVEMBER 13, 2019

Business challenges are like levels in a game. The more tools, skills and tricks you have (especially if you’re a noob), the more successful you will be. You can power up your customer service with a quality assurance strategy for a successful business campaign. Level One. You can’t create an effective customer service experience without talking QA (not to be confused with QQ in gaming, which is crying like a baby).

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Gaming Customer Service Sentiment Analysis Artificial Intelligence 52

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51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.

Contact Center

The PhaseWare Files

NOVEMBER 12, 2019

AI-powered support tools are crucial for increasing B2B customer loyalty. Let us help you take advantage of AI with our software for B2B customer support.

Artificial Intelligence 52

Artificial Intelligence Customer Loyalty B2B AI 52

ClientSuccess

NOVEMBER 14, 2019

Many customer success conferences take place annually around the world. These conferences offer wonderful opportunities for connecting with individuals in the industry and deepening your professional connections. With many influencers and industry experts in a single place, they can offer the perfect time to pick the brains of those you look to for inspiration in your customer success strategies.

Innovation 40

Innovation Customer Service CX Customer Experience 40

Totango

NOVEMBER 13, 2019

In September we recognized the most innovative Customer Success teams for going above and beyond in the industry at Customer Success Summit – Team Edition in New York. Creating great experiences for customers would not be possible without all the amazing work and collaboration of teams. As part of this recognition, we would like to extend a huge congratulations to the 7th Annual Hero Award Team winners!

Innovation 48

Innovation Customer Experience 48

Confirmit

NOVEMBER 14, 2019

A focus on the Employee Experience (EX) can have significant benefits. You know this. But can you prove it? Really? Watch Now. Most EX practitioners struggle to measure and prove the value of EX. And that is a problem. In this webinar we will discuss the right measures for EX, and show you how to use them as a foundation to demonstrate the ROI of your efforts.

Voice of the Employee 40

Voice of the Employee 40

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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.

VOC

Hodusoft

NOVEMBER 13, 2019

The best today is not going to be good enough tomorrow. So, in the case of contact center software, you have good things to look forward to in 2020. It is nothing dramatic but something evolutionary. Still, these trends point to making life easier for contact centers and helping them to serve customers better and faster. Omnichannel Omnichannel is nothing new but for 2020 there is a progression towards including more social media channels with Whatsapp inclusion being notable.

Contact Center 40

Contact Center Social Media Artificial Intelligence Text Analytics 40

ClientSuccess

NOVEMBER 14, 2019

Many customer success conferences take place annually around the world. These conferences offer wonderful opportunities for connecting with individuals in the industry and deepening your professional connections. With many influencers and industry experts in a single place, they can offer the perfect time to pick the brains of those you look to for inspiration in your customer success strategies.

Innovation 40

Innovation Customer Service CX Customer Experience 40

InteractionMetrics

NOVEMBER 11, 2019

The prevalence of Survey Monkey and other DIY survey platforms has made it cheap and easy to implement customer satisfaction surveys. And while these platforms might be right for you, before you jump in, hit pause and think your DIY strategy through. With a DIY Customer Survey, some of the areas you’ll need to address are data accuracy, objectivity, customer engagement, and overall ease of use.

Customer Satisfaction 40

Customer Satisfaction Non-Profits Customer Survey Text Analytics 40

Qualtrics

NOVEMBER 12, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Jessica’s “Why Qualtrics” story about how a Sales Career at Qualtrics has helped her continue to deliver on a life of impact. It’s really simple…my kids are my “why”: they are my everything. I feel blessed to have influence on my 2 daughters and my son.

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Sales Start-ups Social Media Finance 37

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