Callminer

FEBRUARY 20, 2019

Not every contact center is set up to make it easy to be a true problem solver and provider of excellent customer service.

Contact Center 207

Contact Center Customer Service 207

Intercom, Inc.

FEBRUARY 18, 2019

If you have followed us over at Sherlock , you will likely have heard us say many times that product engagement is the lifeblood of any SaaS business. This is because the entire SaaS business model is dependent on people using (and getting value from) your product consistently over time. The entire model is dependent on product engagement. In short, creating a method for scoring engagement is essential for every SaaS business.

Social Media 178

Social Media Start-ups B2B Sales 178

Beyond Philosophy

FEBRUARY 19, 2019

Organizations cannot afford to be operationally driven. A Customer Experience focus is a necessity of survival in today’s hyper-competitive and disrupted retail market. That said, not every organization realizes this fact yet, which I find disappointing. I was talking to the C-Suite of a retailer (who shall remain nameless) about Customer Experience.

Retail 142

Retail Customer Experience CX 142

Intercom

FEBRUARY 22, 2019

Artificial intelligence is radically redefining the customer service landscape. From automated emails to visual search , AI allows companies to better support their customers at more touchpoints along their journey. Nowhere is this radical change to the customer experience as apparent as in the new wave of chatbots. AI-powered chatbots have become widely available and let you do what was once impossible: help customers 24/7, answer questions without any human intervention and provide support to

AI 126

AI Customer Service Artificial Intelligence Touchpoint 126

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

Callminer

FEBRUARY 18, 2019

Using artificial intelligence to evaluate and understand past contact center conversations shows businesses what to expect and gives them the opportunity to be proactive in the future.

Artificial Intelligence 182

Artificial Intelligence Contact Center AI Customer Experience 182

Intercom, Inc.

FEBRUARY 19, 2019

“Time is money.” Never does that phrase ring more true than when you’ve wasted days going back and forth over email to coordinate a sales meeting or spent hours manually copying and pasting data between tools. As a sales rep, your focus should be on hitting your number, but oftentimes, you find yourself dealing with day-to-day tasks that take time away from what’s most important: selling.

Sales 163

Sales Outlook CRM Start-ups 163

Uniphore

FEBRUARY 22, 2019

While assisted service aptly describes the human-touch component, intelligent agent engagement more accurately describes the human-touch fueled with technology to drive improved operational efficiency. Read More.

Technology 124

Technology Technology 124

Lumoa

FEBRUARY 17, 2019

Check the latest easy quick-win loyalty-boosting customer experience strategies to power up your CX in 2019!

Customer Experience 109

Customer Experience CX 109

Intercom, Inc.

FEBRUARY 18, 2019

Product design is about cost-benefit analysis. How useful is something versus how hard is it to do. Here’s how I think of it: The cost-benefit analysis of features. Every type of feature can be identified as belonging to one of four quadrants: low reward and low effort; low reward and high effort; high reward and low effort; and high reward and high effort. .

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Taylor Reach Group

FEBRUARY 22, 2019

. Written by Garry Schultz . Hafeez’s cartoon is fashioned on a Like all Goldberg machines, if you take the time to follow the flow, it does work. The question is, “But, is it worth the effort?” The Goldberg machine suggested a complaint often heard in Contact Centers – “thanks for the fix but it’s too complicated.” Enter Customer Effort Score (CES) and its applicability in a well-crafted Customer Journey.

Contact Center 94

Contact Center Customer Experience Manufacturing NPS 94

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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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Uniphore

FEBRUARY 20, 2019

Agent engagement refers to any customer interaction that requires a human-touch. While much of the technology focus of recent years has been with self-service, the assisted service channel is seeing a resurgence of interest and importance. There is also a growing realization that customers no longer need to make a binary decision on using one form of service over the other - instead, self-service and assisted service are deeply intertwined, so much so that a single customer interaction can span

Contact Center 100

Contact Center Technology Technology 100

PeopleMetrics

FEBRUARY 20, 2019

The following is an excerpt from Listen Or Die by Sean McDade, P hD. Ten-plus years ago, market research firms offered what was called customer satisfaction tracking, or CSAT for short. Usually on a quarterly basis, they would utilize large telephone interviewing centers for a week or two, calling customers and asking about overall satisfaction levels (usually not most recent experiences).

VOC 94

VOC CEM Business Administration Machine Learning 94

Fonolo

FEBRUARY 20, 2019

Think a crisis will never happen to your brand? Think again. 2018 proved that reputation-damaging blunders are more prevalent than ever, their devastating effects amplified by the related complaints and commentary buzzing on social media. From Hawaii’s fake missile crisis to the death of a French bulldog aboard a United Airlines flight, many organizations have recently found themselves on the defensive, doing their best to mute negative conversations surrounding their brands.

Social Media 89

Social Media Contact Center Social Listening Artificial Intelligence 89

Taylor Reach Group

FEBRUARY 19, 2019

Are You Listening to the Canaries in Your Customer Experience Coal Mine? By: Colin Taylor. The call center or customer service department has long been call the ‘canary in the coalmine’ for its ability to provide early identification and diagnosis of problems and issues impacting the satisfaction of customers. Despite of numerous warnings most organizations don’t change, but rather convince themselves that ‘friction-less’ service is too difficult, expensive or just simply isn’t needed.

Customer Experience 90

Customer Experience Contact Center Customer Service Customer Satisfaction 90

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

Heart of the Customer

FEBRUARY 22, 2019

“When all customers are important…none will be.” – Syndrome from The Incredibles (slightly paraphrased) Are all customers worth the same to your business? No! But odds are, your CX program doesn’t recognize this. Which is odd, since other departments don’t have a problem with this concept. Sales gives higher discounts to some customers. Customer service […].

B2B 84

B2B Customer Experience CX Sales 84

Customer Bliss

FEBRUARY 19, 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?

Hospitality 83

Hospitality Hospitality Start-ups Education 83

Fonolo

FEBRUARY 21, 2019

For most call centers, service level is a very important KPI. It measures two parameters: 1) the availability of call center agents to assist customers; and 2) the speed with which agents resolve customer queries and concerns. Since any fluctuation in service levels can directly and significantly impact revenue, it’s understandable that call center executives are concerned with taking the necessary steps to consistently improve them.

Technology 70

Technology Technology Contact Center Education 70

TeamSupport

FEBRUARY 22, 2019

We live in an era where technology is advancing so quickly that it’s hard to keep up. Think back to ten or even twenty years ago when you needed to get to a business meeting. You had to print out your plane ticket, rental car information, and sometimes even directions on where you needed to go. Now, all this information is stored in your pocket (via smartphone), and technology is changing in a different way.

Artificial Intelligence 69

Artificial Intelligence Sentiment Analysis AI Technology 69

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

ProProfs

FEBRUARY 18, 2019

In the early days of computing, storing learning data (or any other data for that matter) was not that organized and systematic. There was no centralized location for those data and they were scattered across different systems in different locations. Fortunately, this is no longer the case now. The arrival of advanced computer technologies and the cloud has changed this situation for good.

Education 68

Education Start-ups Compliance Actionable Insights 68

Totango

FEBRUARY 21, 2019

In today’s digitally transformed business world, customers are empowered to shift their subscription loyalties at short notice and without repercussion. As such, there’s seemingly no greater crisis than a lapsed customer. But, as John F. Kennedy once noted, within each crisis there lies opportunity. It’s a chance to reinvigorate and deepen your relationship with your customer through a successful winback campaign.

Social Media 63

Social Media Start-ups Customer Relationship Sales 63

C3Centricity

FEBRUARY 18, 2019

I presented last week at an exciting, forward-looking conference in Fort Lauderdale, USA. It was ITEXPO , a successful conference celebrating its twentieth anniversary this year! The huge turnout of thousands clearly shows the value that both attendees and exhibitors get from it. This year the programme included a new stream, the Future of Work and that was the one in which I was invited to speak.

ML 63

ML AI Artificial Intelligence Machine Learning 63

Fonolo

FEBRUARY 19, 2019

It’s hard to believe, but the WordPress dashboard doesn’t lie: This is our 1000 th blog post! From the very beginning, we knew we didn’t want the blog to just be a tool for self-promotion. Too many company blogs are filled with recycled press releases and thinly-veiled cheer-leading. Our hope was that a) we could develop a loyal audience by covering topics beyond the immediate neighborhood of our product; b) we would do this with a quasi-formal journalistic ethic (e.g. objective tone, footnoting

Contact Center 62

Contact Center AI Artificial Intelligence Entertainment 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

ProProfs

FEBRUARY 22, 2019

A lot of research has been conducted to determine the benefits of online tests, quizzes, and assessments in learning & development. Even though there is so much that has already been said about quizzes, there are a plethora of things that make them ideal for the learning industry. Most of this research points to several benefits that should be understood from a wider perspective.

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The DiJulius Group

FEBRUARY 20, 2019

Your Relationship Report Card To demonstrate how critical and dependent we are on others, The DiJulius Group uses the following exercise called Your Relationship Report Card. There are three parts: 1) Rank the importance of each group to your success, using 1-5 (1 being critically important, 5 being of low importance); 2) rank them in. Read Full Article.

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ClientSuccess

FEBRUARY 22, 2019

The role of a customer success manager (CSM) in the SaaS industry has become increasingly complex. As platforms themselves become more innovative and functional, and as customers become more well-versed in how these solutions impact their business, CSMs are faced with more questions and challenges than ever before. While working with customers takes a certain type of person with a certain temperament, there are also specific skills CSMs must work on and develop in order to be successful.

Start-ups 58

Start-ups Sales Innovation Technology 58

Chip Bell

FEBRUARY 19, 2019

The Pirate’s House is a restaurant in the edge of Savannah, GA that started as a tavern in 1753. In fact, the building housing the restaurant is the oldest standing building in Georgia. Locals will tell you that Captain Flint…you remember him in Robert Lewis Stevenson’s Treasure Island …died in the bedroom upstairs and his ghost still haunts the restaurant at night.

Entertainment 58

Entertainment Start-ups Customer Service B2C 58

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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.

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UJET

FEBRUARY 21, 2019

Comprehensive and easily accessible customer data is a big part of your company's competitive advantage. It helps your team craft better customer experiences and streamlines their ability to work effectively with one another.

Customer Experience 56

Customer Experience Customer Service 56

Comm100

FEBRUARY 21, 2019

Rising customer expectations means that organizations are squaring off against their competitors with superior customer experience when it comes to attracting and retaining customers. In order to stand out from the noise, organizations need to make every touchpoint an opportunity to not only solve customer problems but also to continuously impress. With the ability to provide always-on, real-time, personalized communication, live chat is a key tool to help get you there.

CX 53

CX Touchpoint Start-ups Customer Expectations 53

ProProfs

FEBRUARY 21, 2019

Enterprises always feel the need to provide continuous training to their workforce so that the latter can fit into modern workplaces. Creative problem solving, collaborative skills, adaptability, and agility are some of the competencies employers look forward to in their employees. In fact, talent has become a key differentiator in the present business world.

Business Growth 53

Business Growth Start-ups 53

CSAT.AI

FEBRUARY 20, 2019

It may not change fast enough for some (“your estimated wait time is 27 minutes…”), but call center communication has come a long way, baby. Imagine having to write an actual letter, on real paper with a stamp and everything, to get an issue addressed. That is what customers did before the invention of our beloved telephone. Call center and now contact center tech has evolved greatly over a relatively short period of time, considering the dinosaurs and all.

Contact Center 52

Contact Center Sentiment Analysis Entertainment Construction 52

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