Callminer
AUGUST 28, 2018
Customers have conversations with more than one department in your organization during the customer lifecycle journey. Customer interaction analytics throughout the relationship is key to success.
Intercom, Inc.
AUGUST 27, 2018
In sales, it’s normal to spend hours rehearsing for an upcoming demo and fine-tuning the deck. But when it comes to the discovery call, many of us assume we can wing it. It’s strange because the discovery call is how we uncover critical information early in the sales cycle. Details like use case and a prospect’s fit for our solution help us prioritize our deals.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Beyond Philosophy
AUGUST 30, 2018
Customers that recommend you to other people are the gold-standard of successful Customer Experience. How likely they are to tell their friends and family about you is measured by the Net Promoter Score (NPS), a common metric used by organizations to evaluate their performance in Customer Experience. These customers are your most loyal and the most sought-after of the lot, the “Raving Fans” of your organization.
PeopleMetrics
AUGUST 31, 2018
The following is an excerpt from Listen Or Die by Sean McDade, PhD. Customer service (CS) is critical for delivering a great customer experience (CX). All too often, these terms are used interchangeably, but they are not synonymous— CS is not the same as CX. Customer service is part of the overall customer experience, not the entire customer experience.
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
Callminer
AUGUST 26, 2018
We are happy to share three video success stories from customer's that utilized speech analytics and automated scoring to achieve their overall goals.
Intercom, Inc.
AUGUST 30, 2018
When Kate Aronowitz and Vanessa Cho were in college in the ’90s, coursework didn’t even exist for their future careers. They had to make their own. Two decades later, these two women are blazing trails in design leadership. Both are design partners at GV (launched as Google Ventures in 2009 as the venture capital arm of Alphabet, Inc.), where they help a robust portfolio of startups find their way.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Fonolo
AUGUST 29, 2018
It’s a noisy little planet we live on. In contemporary times, the deafening sounds of the outside world via the news, social media, the subway, the radio, the street, and even the phone lines can distract us from our long-term professional and personal goals. It’s simply become too loud. This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of bot
DMG Consulting
AUGUST 31, 2018
The Next Act: The AI-Enabled Contact Center. In 2005, 13 years ago, I published the book The Real-Time Contact Center. My goal in sharing the concepts in this book was to provide a technical and operational framework for anyone who uses this “delivery and service” vehicle for customer assistance or sales. The idea behind the book was (and still is) conceptually simple – to utilize the real-time capabilities of contact centers to assist people (customers, prospects, partners, public, etc.)
Intercom, Inc.
AUGUST 27, 2018
As your business grows, having an excellent customer support team who can keep up is critical. Ramping up that support team, however, is easier said than done. If you don’t have a process or tools in place to help scale your support team, you’ll be reinventing the wheel each time you onboard a teammate – redirecting precious time and resources away from the customers you should be helping.
Customer Service Life
AUGUST 27, 2018
This article was originally published on the ICMI blog on June 13, 2018. Click here to read the original. While I’ve certainly had my share of coaching conversations in my career while working to help contact center agents improve quality and performance, it felt incredibly presumptive to position myself as the authority on the topic when I happen to work with a bunch of coaching experts here at FCR.
Advertisement
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.
ProProfs
AUGUST 27, 2018
Whether students are preparing for a test or gathering information for an extempore event in college, studying and understanding the material given to you is essential. However, sometimes it can be hard to research and find a way to explore that will help you learn the material. You can use the quizzes as one of your last-minute strategy for testing your knowledge on any subject.
Fonolo
AUGUST 30, 2018
Artificial Intelligence (AI) has invaded our lives and is fundamentally redefining the way we work. Across industries, it is widely regarded as a tool for increasing efficiency, boosting productivity, and lowering costs. In particular, AI is having a noteworthy impact on the contact center industry, a space that represents the front line and links businesses with customers.
Intercom, Inc.
AUGUST 30, 2018
When customers visit your website or use your app, there’s an opportunity to engage and connect with them to increase their likelihood of taking a desired action. Video is one of the best ways to capture someone’s attention, and when paired with our Custom Bots and apps, you can turn that attention into action, automatically. Whether it’s to help convert a key account, to promote your latest product, ask for feedback, or just prompt them to start a chat, video can help.
Totango
AUGUST 27, 2018
Join Totango at SAP Customer Experience LIVE in Barcelona! In today’s world, customers expect tangible value from their relationships with vendors; businesses need to generate profits and growth. To meet both customer needs and business demands, companies not only need a single view of the customer, they need to cultivate and manage a relationship that extends beyond the initial sale.
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.
Customer Bliss
AUGUST 28, 2018
“With the journey map, I now have a powerful tool that helps visualize the visitor experience,” said Samir Bitar , Museum Director of the National Veteran’s Memorial and Museum, when I interviewed him in one of my most popular podcasts, How the Smithsonian Built Their Journey Map. Samir, who was director at the Smithsonian Institute at the time, showed us that journey mapping is an incredibly powerful tactic to unify an organization in terms of thinking through a customer-first
Fonolo
AUGUST 28, 2018
Nothing says summertime like lounging by the pool and reading contact center industry reports, amirite? Seriously though: If you slack off with your reading during the summer months, you’ll be too far behind in the autumn to ever catch up. Make sure you have already looked through the reports in our last report round-up post , too. So, here are 5 more reports worth your time.
Intercom, Inc.
AUGUST 29, 2018
A set of core values makes it easier for everyone to navigate behavioral expectations at Intercom, and for individuals to see how they might thrive here. As head of the Brand Studio , I’ve watched our team scale in a very short period of time. Defining a small set of true values is key to making sure teams like ours can grow and adapt quickly, without the need for demoralizing micromanagement.
ProProfs
AUGUST 30, 2018
As the global e-learning market continues to grow by leaps and bounds, one cannot stress more on the relevance of live learning. As per Stratistics Market Research Consulting, e-learning market worldwide is anticipated to reach $275.10 billion by 2022; growing at a compound annual growth rate of 7.5 percent during 2015-2022. With individuals and organizations investing heavily in online training software , communicating their true value becomes all the more crucial.
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.
Myra Golden Media
AUGUST 27, 2018
For all of my customer service workshops, I like to arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. In the past, I’d just hang out in the back of the room, and I’d approach the front only after I was introduced. But I’ve found that talking to workshop participants before the training starts helps me to connect with my audience before I speak my first word.
DMG Consulting
AUGUST 31, 2018
Question: What can we do to attract candidates for contact center agent job openings? Answer: With 2018 US unemployment rates hovering near 18-year lows, contact center leaders need to think outside the box when attempting to fill agent positions. Here are some options: Consider automation to reduce the need for “entry-level” agents – Contact center agent roles generally include some low-value, rote activities that are a good match for automation.
UJET
AUGUST 29, 2018
There’s no question about it – retail is evolving. While emerging technologies and consumer behaviors continue to reshape the industry, there is one element for shoppers and retailers alike that remains crucial: the human connection.
CSAT.AI
AUGUST 29, 2018
It is lurking. When everything is going well we forget it’s slumbering presence, waiting to be awoken. One broken part, an incorrect billing or multiple fails and it awakens, sometimes with enough force to take down a business. It is the beast known as Customer Dissatisfaction. In the fight to conquer this beast there are two main types of battle stations: the Call Center and the Contact Center.
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
Customer Bliss
AUGUST 31, 2018
You may think of gaming as simply a favorite past time of your children or nieces and nephews, but did you know it’s actually on track to becoming a 180 billion dollar industry by 2021? Gaming is a huge industry with a lot of devoted customers, which is why it was so interesting to speak with John Pompei , Head of Player Experience Operations Worldwide for Electronic Arts.
ClientSuccess
AUGUST 29, 2018
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.
TeamSupport
AUGUST 31, 2018
Choosing when to opt for a change in help desk technology isn’t easy. There are a lot of factors, but sometimes knowledge of whether you need to switch can be tough to find. So, based on many talks with leading industry experts, let’s look at some of the top signs businesses often notice when they need a new help desk ticketing system…. Still tracking tickets in spreadsheets – This is inefficient because, in many scenarios, it takes just as long to track as it does to respond to customers.
Help Scout
AUGUST 28, 2018
For a long time, I had a deeply held belief that great customer service could only happen when there was a helpful person on the other end with all the answers. As a business owner, I was all in on providing that kind of service to everyone who interacted with our company. Growing the customer support team to provide that level of service as the business grew was no problem.
Advertisement
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.
Customer Bliss
AUGUST 31, 2018
You may think of gaming as simply a favorite past time of your children or nieces and nephews, but did you know it’s actually on track to becoming a 180 billion dollar industry by 2021? Gaming is a huge industry with a lot of devoted customers, which is why it was so interesting to speak with John Pompei , Head of Player Experience Operations Worldwide for Electronic Arts.
ClientSuccess
AUGUST 30, 2018
As we’re less than two weeks away from the 2018 CS100 Summit , we’re reflecting on some of the amazing messages we’ve heard over the years. Notably, Carine Clark , CEO of Banyan , presented at last year’s premier customer success leadership event in Sundance, Utah, and her message was both powerful and practical. While Carine won’t be speaking at this year’s conference, you can expect to be inspired by an equally incredible lineup of speakers and thought leaders.
TeamSupport
AUGUST 31, 2018
Choosing when to opt for a change in help desk technology isn’t easy. There are a lot of factors, but sometimes knowledge of whether you need to switch can be tough to find. So, based on many talks with leading industry experts, let’s look at some of the top signs businesses often notice when they need a new help desk ticketing system…. Still tracking tickets in spreadsheets – This is inefficient because, in many scenarios, it takes just as long to track as it does to respond to customers.
Help Scout
AUGUST 26, 2018
Did you know that people called Dennis are statistically more likely to be a dentist, and a Tex more likely to move to Texas? In my local area you can visit Dr. Hart, a fellow of the American College of Chest Physicians. The theory of nominative determinism says people have a tendency to move toward things that resemble their names. In customer support and service, the role titles and team names in use range from straightforward to almost incomprehensible.
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.
Expert insights. Personalized for you.
182 
Let's personalize your content