Intercom, Inc.

FEBRUARY 5, 2018

A few years ago I came out of a meeting with my product manager where we talked about the next feature we should build. At the time there was a lot of hype around Foursquare-like location sharing apps. We worked for a social network so we had to build something like that as well. Needless to say, we didn’t have a clear product strategy. To take my mind off things I opened my RSS reader and a post called “ Product strategy means saying no ” caught my eye.

Start-ups 217

Start-ups 217

Callminer

FEBRUARY 7, 2018

Read the Santander Case Study, see how they leverage the CallMiner Eureka platform to stay compliant while maximizing revenue.

Finance 207

Finance 207

CX Accelerator

FEBRUARY 3, 2018

Using DiSC in a customer service context to enhance both the customer and the agent experience. There is a plethora of training options available to service leaders who are looking to enhance the communication skills of their agents. Having had exposure to many of these, DiSC is my top choice with the most significant impact. Having now studied DiSC and received my credentials as a certified facilitator, there is no mystery why the tool is so great for a customer service environment.

Customer Service 140

Customer Service Sports Construction Compliance 140

Myra Golden Media

FEBRUARY 6, 2018

Do you find it difficult to get customers to accept your word as final? Like, do they just come back and ask their question another way. Or even better, do they ask to talk to your manager? The thing is, we all need to get better at making our answer the final answer. It’s pretty easy to give a firm answer when you have the right approach. Making your answer the final answer comes down to two things.

Customer Service 139

Customer Service 139

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

Intercom, Inc.

FEBRUARY 6, 2018

Onboarding new employees is a hard process to do well. You might think of onboarding as something you just have to check off your list, but it’s easy to forget that things which are second nature to you are totally new and unknown to someone that’s just started. I joined Intercom a few months ago as an engineering manager and onboarding for the first time in a while made me realize some things I hadn’t before.

Engineering 203

Engineering Start-ups Education 203

Beyond Philosophy

FEBRUARY 8, 2018

You are irrational. Your friends are. Your manager is. I am, too. Unless you know a Vulcan, everyone you know is irrational. People are irrational by nature. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level my co-author Professor Ryan Hamilton of Emory University and I explore the influence of our emotions on our behavior as customers.

Construction 135

Construction Customer Experience Sales CX 135

UJET

FEBRUARY 9, 2018

Every year, companies like LinkedIn, Glassdoor, and Indeed put out lists of the top places to work. From hammocks and ping-pong tables to fully stocked break rooms and rooftop zen gardens, it may seem like company culture is directly tied to the amount of money you’re willing to spend. But a recent visit to a contact center, which happened to be located inside of the Perryville Correctional Facility in Arizona, proved the exact opposite: an awesome culture isn’t something that’s bought.

Contact Center 105

Contact Center Customer Experience 105

Intercom, Inc.

FEBRUARY 8, 2018

More than 50 years ago graphic designers realized that having shared underlying rules when creating a bunch of related objects, a design system, was a smart idea. But in today’s world there’s tension between a very broad general purpose design system and an in-house design system for a given company that’s very specific and tailored to them – like our Full Stack Design System , for example.

Start-ups 191

Start-ups Engineering Education Technology 191

Beyond Philosophy

FEBRUARY 5, 2018

The new cashierless Amazon Go store is open for business in Seattle , and it could revolutionize the way we shop. At least that’s what some people think. Personally, I’m not so sure. Amazon Go is an 1800 square foot market, with a mix of prepared foods, typical convenience store merchandise and the kinds of grocery items you’d normally find at Whole Foods, which Amazon also owns.

Machine Learning 100

Machine Learning Technology Technology Retail 100

Win the Customer

FEBRUARY 6, 2018

Still looking to make some resolutions for 2018? Don’t forget to make a few for your small business, too. Much like in your personal life, you can take a number of proactive steps this year to positively impact your business. Plus, what business couldn’t benefit from generating more revenue or fostering better customer relationships? Here are four New Year’s resolutions every small-business owner should consider striving for this year. 1.

Social Media 88

Social Media Innovation Customer Relationship Customer Experience 88

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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

ProProfs

FEBRUARY 4, 2018

ProProfs Training Maker clinches the category leader award at a survey conducted by Crozdesk , a leading software search platform. While user ratings stand out at an impressive 4.5/5, ProProfs Training Maker also garnered outstanding scores in the Learning Management Category (88/100) and the user satisfaction category (88/100). Fully geared up with cutting-edge analytics and reporting features, ProProfs Training Maker also generated decent traction in Press buzz scores (44/100).

Compliance 90

Compliance 90

Intercom, Inc.

FEBRUARY 9, 2018

Until relatively recently, salespeople were not too enthusiastic about the idea of using live chat for sales. We saw it as taking away our power to prioritize our time for leads and instead gave that power to whoever happens to be online at that moment. But by using live chat to capture and convert leads, that attitude has begun to change rapidly. Traditional sales teams were often taught to pre-qualify their leads before even talking to them.

Sales 188

Sales Engineering Customer Relationship Customer Experience 188

Heart of the Customer

FEBRUARY 7, 2018

We sat down recently to chat with Kris LaFavor, Heart of the Customer’s Data Visualization Designer, about her work designing journey maps. What do you do when you start the process of designing a customer experience journey map? It’s important for me to have context before I start. I make sure I understand the background […]. The post Designing Customer Journey Maps: An Interview with Kris LaFavor appeared first on Heart of the Customer.

Customer Journey Map 79

Customer Journey Map Customer Experience 79

Customer Service Life

FEBRUARY 5, 2018

This article originally appeared on the FCR blog on January 22, 2018. Click here to read the original and click here to watch a YouTube video with more information on these technologies. While the telephone has certainly lost some of its market share to other support channels like email, chat, social, text, and others, it still has a place in the customer support experience.

Innovation 79

Innovation Contact Center Customer Service Start-ups 79

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

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

Provide Support

FEBRUARY 4, 2018

The benefits of real-time visitor monitoring in chat support. As a live chat software provider , we saw many of our clients adding direct messenger links to their websites and missing on the opportunity to see additional details about their customers and improve the quality of their customer service. Direct links to the messenger, although they allow the customers to chat with the company, don’t have the capability to pass any information from the visitor’s browser.

Customer Service 85

Customer Service 85

Beyond Philosophy

FEBRUARY 3, 2018

Colin Shaw and Professor Ryan Hamilton discuss the episode we discuss the ‘ Peak-end rule ‘ and it’s affect on Customer Experience. The peak?end rule is a psychological heuristic in which people judge an experience largely based on how they felt at its peak (i.e., its most intense point) and at its end, rather than based on the total sum or average of every moment of the experience.

Customer Loyalty 74

Customer Loyalty Customer Experience 74

Myra Golden Media

FEBRUARY 5, 2018

How to Respond to the Yelling or Cursing Customer – Plus More Diplomatic Phrases to Help You Regain Control in 9 Common Situations with Difficult Customers. Get your packet now and share with your employees.

Customer Experience 78

Customer Experience 78

Customer Bliss

FEBRUARY 9, 2018

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so.

Customer Journey Map 76

Customer Journey Map CX Start-ups Gaming 76

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.

AI

UJET

FEBRUARY 6, 2018

Your contact center is your primary method of customer service: one of the first lines of defense when it comes to connecting with customers, sorting out their problems, and ensuring that they have everything they need to be satisfied with your business. In order to make sure that your contact center is handling things the way it should be, you need to be tracking the key performance indicators (KPIs) that let you know whether or not your contact center is effectively meeting its goals.

Contact Center 63

Contact Center Customer Service Customer Experience 63

Beyond Philosophy

FEBRUARY 5, 2018

Colin Shaw and Professor Ryan Hamilton discuss the recent $185 million fine placed on Wells Fargo by the Consumer Financial Protection Bureau , the largest such penalty the agency has issued. What should Wells Fargo do now? How will this impact the viability of the bank in the eyes of consumers? What should other organizations do to avoid a similar CX disaster?

CX 68

CX 68

Fonolo

FEBRUARY 8, 2018

We’re excited to share with you our most recent success story featuring The General Automobile Insurance Services! The General is a licensed insurance agency headquartered in Nashville, Tennessee, with offices across the US. Its call center handles 170,000 customer service calls per month – and experiences regular spikes in call volume. During these unexpected call surges, the company has seen an increase in hold times, abandon rates, and, accordingly, customer frustration levels.

Contact Center 65

Contact Center Customer Experience NPS Customer Satisfaction 65

Provide Support

FEBRUARY 8, 2018

AI Chatbots Vs. Human Powered Live Chat. Predicting what the future of customer service will be like a few years from now there is absolutely no room for doubt that artificial intelligence is going to transform the way businesses interact and engage with customers. In fact, chatbots are already dramatically changing the way customer service is provided in various industries.

Artificial Intelligence 62

Artificial Intelligence AI Customer Service Gaming 62

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 Experience

DMG Consulting

FEBRUARY 7, 2018

Question: We are adding speech, text and desktop analytics solutions in our contact center. How. do we minimize the perception of “big brother”? Answer: Helping agents understand how contact center analytics can contribute to their success is key. Lack of communication with agents c an lead them to believe that these applications are being add ed to catch them doing something wrong.

Contact Center 48

Contact Center Text Analytics Compliance Manufacturing 48

Beyond Philosophy

FEBRUARY 9, 2018

Colin Shaw and Professor Ryan Hamilton discuss why customers often focus on seemingly unimportant things and how these thing can in fact be the most important. Classic research from the University of Chicago shows that customers tend to focus on product details or attributes that have nothing to do with the true value, but have a great deal of influence on customer perception and experience.

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60

Fonolo

FEBRUARY 7, 2018

Last week was a big one for Avaya as they held their first customer conference since emerging from bankruptcy at the end of last year. The newly public company ( NYSE:AVYA ) was eager to show strength and forward momentum. By all indications, they stepped up to the plate and convinced analysts and partners that they are on track for success. On day one, they blasted out of the gate with a major announcement: the acquisition of Spoken.

Engineering 65

Engineering Technology Technology AI 65

CX Journey

FEBRUARY 7, 2018

Image courtesy of Pixabay Is your company culture best described as a culture of excuses? If so, then you need to think about why that's happening. Why are people making excuses? Why do they feel they need to? Why is that OK? And then consider making "no excuses" one of your core values. Seriously. Have you ever had a conversation with one of your employees or a colleague about some topic - be it customer experience, employee experience, strategy, or the business in general - a topic, perhaps, w

Customer Experience 50

Customer Experience 50

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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.

AI

DMG Consulting

FEBRUARY 7, 2018

Question: We are adding speech, text and desktop analytics solutions in our contact center. How. do we minimize the perception of “big brother”? Answer: Helping agents understand how contact center analytics can contribute to their success is key. Lack of communication with agents c an lead them to believe that these applications are being add ed to catch them doing something wrong.

Contact Center 48

Contact Center Text Analytics Compliance Manufacturing 48

Comm100

FEBRUARY 9, 2018

One way to achieve customer service consistency is to create a knowledge base as a single, infallible point of knowledge for customers or even for your staff. Building a knowledge base isn’t easy, but luckily there are examples all around the internet that you can take inspiration from. Read on to see how other companies are doing it, and what you can learn from them.

Healthcare 41

Healthcare Government Customer Service Start-ups 41

Confirmit

FEBRUARY 7, 2018

Open-ended questions are a source of exceptional insight and vital context, allowing respondents to provide much richer feedback. Researchers can better understand respondents’ true feelings and attitudes about the survey subject – and create shorter surveys – by replacing endless check boxes with real words. In this webinar, Miguel Ramos, Product Marketing Manager at Confirmit, looked at the power of open-ended questions in Market Research studies.

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40

Customer Bliss

FEBRUARY 8, 2018

We recently learned that a good friend of ours and member of the Customer Experience Professionals Association , Diana Helfinstine , VP of Customer Experience at Essilor , the world’s largest manufacturer of eyeglasses has passed away. In tribute to Diana, who has been a pillar in the CX community, we’re revisiting this podcast episode.

Manufacturing 40

Manufacturing CX B2C Innovation 40

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.

Technology