eglobalis
DECEMBER 4, 2018
Best Customer Experience Books of 2018 and What to Look Out for in 2019. The post Best Customer Experience Books of 2018 and What to Look Out for in 2019 appeared first on Eglobalis.
Callminer
DECEMBER 5, 2018
Dialog Direct was able to utilize CallMiner throughout their contact center to increase close rates, decrease training time, and create better customer and agent experiences.
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Beyond Philosophy
DECEMBER 6, 2018
James Carville, political commentator and media personality coined the phrase, “The economy, Stupid,” for Bill Clinton’s 1992 presidential campaign. Carville was talking to the team at the time to help them focus on the key messages for Clinton’s campaign. The slogan resurfaced in the 2008 campaign as “It’s the economy, stupid.”. I decided that for people working in Customer Experience, we needed a way to stay on message, too.
Intercom, Inc.
DECEMBER 5, 2018
Here at Intercom, our mission is to make internet business personal. But in order for an internet business to be personal, it must also be possible for everyone to access. More than one billion people worldwide live with a disability – that’s more than 15% of the global population. Without assistive technologies like screen readers, the web is inaccessible or hard for them to use.
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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.
Taylor Reach Group
DECEMBER 7, 2018
By: Colin Taylor. The downside of a strong economy is low unemployment and job shortages. A strong economy doesn’t directly cause contact center attrition, but it does provide employees and agents options that may not exist in a weaker economy. This element of choice, though, will magnify any internal issues and challenges that may exist in your contact center which can contribute to staff attrition.
The DiJulius Group
DECEMBER 5, 2018
The next time you have a large group of your employees together, ask them this question: How many of you feel we provide a superior Customer experience? I have asked this question hundreds of times. When the audience is made up primarily of one company, nearly every hand in that audience proudly goes up. It. Read Full Article. The post 5 Reasons Why Your Employees Are Delivering Poor Service appeared first on The DiJulius Group.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Intercom, Inc.
DECEMBER 3, 2018
Gearing up for the holidays? For ecommerce and consumer focused brands, the holidays offer a huge opportunity to grow your customer base and drive sales with chatbots and targeted messaging. Through to New Year’s, consumers are in the mood to buy. It’s up to you to reach and convert them at scale, and today’s chatbot technology, such as our Custom Bots , can help you can get there.
Customer Service Life
DECEMBER 3, 2018
This article was originally posted on the ICMI Blog during National Customer Service Week on October 2, 2018. Click here to read the original post. Can we all acknowledge that customer service is a hard job? Whether we’re working at a great company with a great product and customer experience or we’re getting abused all day, every day supporting a flawed product, customer service is taxing work and requires regular appreciation and inspiration.
Taylor Reach Group
DECEMBER 3, 2018
By: Peg Ayers. Are all the leaders on your team equally skilled? Who do you think of first when you have something critical that must be handled brilliantly and immediately? We all have our preferences as to who we trust when the pressure is on. This makes it even more important to keep those leaders on your team. Losing one great leader like that might be the equivalent of losing two or more of your average leaders.
Fonolo
DECEMBER 4, 2018
Last week, Fonolo hosted an insightful live discussion on the three main forms of text-based communication battling for the future of customer service: Messaging, chat, and text. The expert panel discussed the impact of messages on customer service, the importance of chat, the implications of engaging through text, and so much more! To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.
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.
Intercom, Inc.
DECEMBER 4, 2018
At Intercom we think a lot about what it means to deliver a differentiated customer experience. We know companies are using our suite of products across the entire lifecycle to engage website visitors, onboard new users, upsell trial users and support existing customers. The challenge comes in providing a personalized and consistent experience to everyone at scale.
C3Centricity
DECEMBER 3, 2018
Every few days there seems to be another customer service disaster that fills the newspapers and goes viral on social media. These usually happen when an organisation does not adopt a customer first strategy. Almost every single organisation, big or small, recognises the importance of their customers. They talk about customer centricity but very few actually go beyond voicing their opinions.
Myra Golden Media
DECEMBER 5, 2018
When Eli, a twenty-something lively man from New York with toasted-almond skin and tinted glasses entered my dad’s hospital room, he changed the atmosphere. Eli responded to my dad’s many requests and needs with patience, a sense of enthusiastic urgency, and something that I can only describe as love. Eli serves my dad like he’s a son, not a nurse technician.
Heart of the Customer
DECEMBER 4, 2018
We’re early in Customer Experience (CX) capability development, and I absolutely love it! We’re discovering the best practices that our successors will take for granted; “of course that’s how you do it.” Unfortunately, being in this early stage means that some “best practices” aren’t. Some actually hinder the goal of improved CX – to create loyal customers who love […].
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.
TeamSupport
DECEMBER 7, 2018
It’s no surprise that AI (Artificial Intelligence) is really starting to make an impact in the customer service industry. How companies interact with customers is being strongly influenced by this emerging technology. Sure, the “chat bot” comes to mind immediately, but even that has taken a backseat to larger uses of AI which still involve (and improve upon) the human element.
Customer Bliss
DECEMBER 4, 2018
In my new 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. The following is a lightly edited transcript of the video below. I recorded this video just after I finished giving a keynote presentation for an internal service department of an organization.
ProProfs
DECEMBER 6, 2018
It is quite disheartening for a business to find out that a quiz average conversion rate is 5 percent. This implies that you convert only 1 subscriber out of the 20 people who take your quiz. You get 100 new subscribers only when 2,000 people complete your business quiz. Isn’t this number astounding for a small business? After all, SMBs neither have a sizeable website traffic nor social followers.
ClientSuccess
DECEMBER 4, 2018
As 2018 comes to a close, customer success teams are taking some time for reflection and planning. What better time than now to take a minute to review what worked from the past year, determine where changes could be implemented, and lay out some strategic goals for 2019? Customer success is a rapidly growing industry and trends come and go quickly.
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
Fonolo
DECEMBER 6, 2018
Over a decade ago, in 2007-era Toronto, Shai Berger, Jason Bigue, and Mike Pultz launched a little rocket of a company called Fonolo, unsure of where and how far it would take them. Many memorable years later, and with more employees climbing aboard along the way, Fonolo has grown to be known as the pioneer in cloud-based call-back solutions, to the delight of those in the call center industry.
Customer Bliss
DECEMBER 6, 2018
I came across a Forbes article that explored how CX is being looked at in the telecoms industry, and it stated that, “more and more, telcos are concerning themselves not just with whether things work from a technical standpoint (“Does my cell phone have a signal?”), but with the emotions of the customer (“Am I having fun watching this video – or feeling impatient and frustrated?
ProProfs
DECEMBER 7, 2018
Do you remember the time when traditional offline training used to be a norm for corporates as well as educational institutes? Surely, it did stand the test of time and reigned in the learning and development landscape for decades, but not without its share of flak from instructors and learners alike. It’s not just the exorbitant costs but also other aspects like selecting the venue, ensuring decent attendance and low knowledge retention among learners that grappled the L&D industry.
UJET
DECEMBER 6, 2018
Proper training gives your team the tools they need to provide an exceptional customer experience. When you incorporate customer data into training programs you're ensuring that every agent understands how customers actually interact with your team. This makes it easy to anticipate the customer's needs, understand their feelings, and guide them along the customer journey.
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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.
Fonolo
DECEMBER 5, 2018
It’s been a big year for Avaya, probably the most important 12-month period in the company’s long, storied existence. In January, Avaya emerged from bankruptcy with a newly listed stock (NYSE: AVYA); a balance sheet much lower in debt; a new management team; and a renewed focus. Thus, today’s earnings report was a milestone for the company and it was generally positive.
CSAT.AI
DECEMBER 5, 2018
Goals. When QA goals are met both customers and businesses score. These scores lead to cost savings and cheers. Customers cheer when they feel that they matter. Treat your customers like valuable members of your team! Here are some QA goals in contact centers to make your team score: Reduce Abandon Rate. Calls that end prior to resolution or in queue have a negative impact on overall scores, customer retention and cost per call.
Provide Support
DECEMBER 6, 2018
Holidays provide a great opportunity for companies not only to sell more to repeat clients but also to acquire new customers. Together with a great opportunity to gain, comes a big chance to lose customers in the holiday season if you offer them bad customer service. Customer service is almost always the first impression a customer will have with your company, so it is important to handle it the right way and not scare your customers away.
C3Centricity
DECEMBER 1, 2018
This shorter than usual post was inspired by a great question on Quora about how to get new clients. Although my original answer was for a web design company, most of my ideas are relevant whatever industry or profession you are in. Here is my answer. If you’re struggling to grow, I can tell you, you’re not alone! I know that this won’t make you feel much better, but business, especially entrepreneurship and freelancing, is for those that are strong of mind and spirit.
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
Gainsight
DECEMBER 6, 2018
It’s a tale as old as time—well, as old as, like, 2009 maybe. Customer Success was the new business buzzword, except it wasn’t a passing fad. It was starting to gain real traction in companies like Salesforce and Workday. And a lot of CEOs were realizing they needed to get proactive about ensuring their customers’ success with their products and started investing in Customer Success Management.
Chip Bell
DECEMBER 4, 2018
“Anyone who’s a chef, who loves food, ultimately knows that all that matters is: Is it good? Does it give pleasure?” wrote the late Anthony Bourdain, celebrity chef and host of the TV show Parts Unknown. Innovative service is a blend of these same two sentiments. As customers, we all want service that is good—meaning it successfully fulfills our needs or accomplishes the outcome we seek.
Help Scout
DECEMBER 5, 2018
If you’re thinking about investing in customer support software, you’re probably wondering if the cost will pay off. Calculating the return on investment (ROI) of a new tool can be tricky. What impact will it actually have on bringing in revenue? Will it truly decrease the cost of doing business? This is an especially perplexing question for customer support teams, where measuring the impact of our actions on business metrics has always been a difficult exercise.
Confirmit
DECEMBER 5, 2018
The Confirmit Flex Extensions framework provides greater flexibility allowing you to extend Confirmit functionality quickly. With Flex Extensions, development takes place outside the core Confirmit codebase, ensuring that the Confirmit platform remains isolated and unaffected. With that, developers using Flex are able to focus on creating unique front-end experiences without concern that they will negatively impact Confirmit’s core.
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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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