Adrian Swinscoe
APRIL 11, 2022
This is a guest post by Robert Kelsey, bestselling author of Writing Well for Work and Pleasure offers hope for those fearing the new “thought leadership” […]. The post Writing well: the new old-fashioned way to make an impact first appeared on Adrian Swinscoe.
Callminer
APRIL 10, 2022
Improving service level in your call center means aligning your technology and actions with your objectives. Read this blog to understand where you currently stand, what's needed to improve and more.
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Inside Customer Service
APRIL 14, 2022
It's hard to build customer service skills when you can't practice. Perhaps you're a student, in-between jobs, or transitioning into a new career. Whatever the situation, you want to practice the essential customer service skills that will help you succeed in your new job. Fortunately, there's a way to do it, even if you aren’t currently serving customers.
Intercom, Inc.
APRIL 14, 2022
I am delighted to share that our senior leadership team here at Intercom continues to grow. Today, I’d like to welcome three experienced new senior leaders, starting with L. David Kingsley, who has joined Intercom as our first Chief People Officer. As Chief People Officer, David will lead the company’s global People organization, including talent acquisition, onboarding, learning and development, HR business partners, total rewards, diversity, equity and inclusion, and real estate & workplac
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
Beyond Philosophy
APRIL 9, 2022
Organizations only pay lip service to CX, and now, we have the numbers to prove it. From Zendesk’s The Trends Report 2022 , you can see a clear dichotomy between what people say they will do and what they will actually do regarding CX. You should read the whole report, but for starters, here are some stats I was surprised to learn (or maybe not surprised as much as interested to see it in print): 73% of business leaders reported a direct link between customer service and business performan
Shep Hyken
APRIL 13, 2022
“Find a job you love, and you’ll never work a day in your life.” . This line has been credited to Confucius, Mark Twain, Mark Anthony and others. Anyone who finds what they love to do at work, either through a passion, hobby, interest, a random job they end up loving, or some defining moment is lucky. That makes me one of the lucky ones. Just out of college I started my career as a customer service expert.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Zendesk
APRIL 14, 2022
Admittedly, it’s been a minute since I’ve dusted off my crystal ball—closer to the length of a global pandemic. I made some predictions about the future of CX back in 2018, and certainly a lot has changed since then. During the past few months, I’ve been thinking a lot about this quote from futurist Roy Amara: “We tend to overestimate the effect of technology in the short run and underestimate the effect in the long run.”.
Logicalware
APRIL 12, 2022
DFDS is a Danish international shipping and ferry company. It employs 10,000 people and operates in more than 20 countries, mainly in Europe. With more than five million passengers annually, the company is one of the major maritime travel providers. Every day, DFDS customer centres handle around 1,000 customer enquiries. Setting course for a better customer journey.
Execs In The Know
APRIL 14, 2022
As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). Not only did the event bring together many of the best minds in customer experience (CX) — all for a much-needed moment of COMMUNITY, CONNECTION, and BALANCE — but the event also provided a ton of learnings and actionable insights for attendees to take back to their organizations.
Totango
APRIL 13, 2022
Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. In this article, we’ll look at the mistake of not approaching customer success with a modern mindset. . Business today moves at the speed of light.
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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.
Zendesk
APRIL 11, 2022
Starting a business can feel a lot like gambling. There’s a significant financial buy-in up top, and you need to take risks if you want to make money. But when you’re down on your luck in gambling or business, the short-term goal may simply be to break even. Break-even points exist across a variety of financial situations. Homeowners, investors, and stockbrokers all understand the line where financial investment meets financial return.
Fonolo
APRIL 12, 2022
An agent’s resignation is one of the most common challenges call center leaders face – but that doesn’t make the situation any easier. Attrition rates for the call center industry are some of the highest in the market, and as we continue to feel the effects of The Great Resignation, employee turnover is a huge problem businesses cannot ignore.
MyCustomer Experience
APRIL 14, 2022
VOften, your contact centre is your most prominent point of contact for your customers. It is the area of your business that handles. 14th Apr 2022. By Smoke CI.
Totango
APRIL 15, 2022
In order to effectively optimize, scale and provide your customers with the best experiences possible, you need to have a high-quality customer success platform. But what do you do when the platform you’ve been using goes out of business? Or when you realize that the one you have just isn’t working for you anymore? You don’t want to lose the momentum you’ve been building, but sometimes a switch is necessary, so it’s important to find a platform that makes it easy for you to jump right in and sta
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.
The DiJulius Group
APRIL 12, 2022
Nothing Ruins a Company’s Customer Experience Faster Than Rapid Growth Explosive growth! It is the one thing every CEO and Entrepreneur wants, works for, dreams about. However, if your company isn’t ready, it can be the worst thing for your organization. Remember the adage, “Be careful what you wish for.” It has put many successful. Read Full Article.
Fonolo
APRIL 14, 2022
What would you do to find out what others really think of you? Every year, businesses invest heavily in customer research to find out how consumers perceive them. There are a lot of ways to get this information, but leveraging net promoter score (NPS) is one of the most popular. This approach allows you to evaluate customer feedback and information to improve your call center.
Qmatic
APRIL 13, 2022
What if I told you that the Department of Motor Vehicles is a perfect example for self-improvement? It’s human nature to try to better ourselves. We champion people who see the need for self-improvement and take the necessary steps. We all can do it. Even the Department of Motor Vehicles.
Totango
APRIL 12, 2022
At Totango’s 2022 Global Executive Forum , customer success leaders from around the world came together to connect with their peers, share ideas and learn about new products and opportunities. To wrap up the event, Totango COO Jamie Bertasi shared 10 key takeaways she gathered from all the presentations and conversations that took place during our summit.
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.
Provide Support
APRIL 13, 2022
The post How Virola changes the way you Secure your Data appeared first on Provide Support Blog.
cxservice360
APRIL 15, 2022
Customers today have high expectations for brands, and they want a great experience throughout the entire buying process. These great experiences are critical to your company’s success since satisfied consumers are more likely to become loyal customers, and loyal customers increase revenue. Every part of a business that influences a customer’s view of the brand.
Beyond Philosophy
APRIL 14, 2022
I read a fascinating report the other day from Zendesk called The Customer Experience (CX) Trends Report 2022. I saw a dichotomy between what people are saying and what they are doing regarding Customer Experiences (CX). Organizations seem to be paying lip service to CX, but that’s all, I think some of these numbers prove it. . So, I reached out to Zendesk to get their take on the report and invite them onto our podcast.
MyCustomer Experience
APRIL 11, 2022
WThere’s a direct correlation between excellent customer service and business growth. We’ve seen in the last year how customer expectations. 11th Apr 2022. By Artur Nowakowski Chief Technology Officer.
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
Fonolo
APRIL 14, 2022
What would you do to find out what others really think of you? Every year, businesses invest heavily in customer research to find out how consumers perceive them. There are a lot of ways to get this information, but leveraging net promoter score (NPS) is one of the most popular. This approach allows you to evaluate customer feedback and information to improve your call center.
Shep Hyken
APRIL 15, 2022
This week, we feature an article by Manpreet Chawla, senior digital marketing specialist at Knowmax , a knowledge base management solution for enterprises looking to provide exceptional customer experience to their customers via enhanced agent satisfaction. He shares how to create excellent customer experiences at every stage of the customer journey.
Doing CX Right
APRIL 10, 2022
Michael Buckham-White, Global Technology Managing Director at Deloitte, shares leadership best practices and effective ways to partner with your technology (IT) team for improved customer satisfaction. The post Advancing Customer Experiences Through IT Alignment appeared first on Doing CX Right.
Hodusoft
APRIL 14, 2022
Understanding Customer Service Experience Outcomes Through Data. The customer-first approach is gaining importance for businesses in every industry. Today, 73% of people have confessed that customer service experience is one of the top determinators for their purchasing decisions. . Consequently, the customer service and contact centers are evolving rapidly with the latest technologies– cloud, artificial intelligence, and business intelligence platforms to facilitate businesses with a better und
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
Fonolo
APRIL 12, 2022
An agent’s resignation is one of the most common challenges call center leaders face – but that doesn’t make the situation any easier. Attrition rates for the call center industry are some of the highest in the market, and as we continue to feel the effects of The Great Resignation, employee turnover is a huge problem businesses cannot ignore.
Intercom
APRIL 13, 2022
It’s been another challenging year for many support teams. But there’s a silver lining – this year’s Klaus Customer Service Quality Benchmark Report reveals there are clear positive shifts taking place in the customer support landscape in 2022. Klaus partnered with Intercom, Aircall , and Support Driven to create the second edition of the highly anticipated benchmark report.
Comm100
APRIL 12, 2022
The Covid-19 pandemic transformed the way that local governments interact with citizens. Necessity pushed innovation forward as agencies were forced to adopt new digital channels to keep connected and provide much-needed support. . For many local governments, this came in the form of customer service chatbots. Among local governments, more than 60% indicate that they’ve either introduced chatbots or have plans to do so in the next 12-18 months.
SurveySensum
APRIL 12, 2022
There are multiple customer experience platforms out there. Qualtrics and Medallia are the two of them. Apart from creating surveys, analysis, and reporting, there is so much more to both of them. But which one is the best? Let’s dig further to help you choose between the best of the two options – Qualtrics or Medallia. . Qualtrics – Features and Limitations.
Speaker: Evelyn Chou
Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.
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