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.
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.
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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.
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.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
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.
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. .
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
FEBRUARY 22, 2019
There is a big challenge when measuring customer emotions as you are asking customers how they felt in an experience, as this is done retrospectively, a while after they had the experience. Many times, Customers don’t remember how they felt or, for several reasons, they don’t want to tell you. Using technology, you can now measure customer’s emotions in real time!
Lumoa
FEBRUARY 17, 2019
Check the latest easy quick-win loyalty-boosting customer experience strategies to power up your CX in 2019!
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.
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).
Speaker: Jason Cottrell and Brian Walker
Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.
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.
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 […].
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 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?
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
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.
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.
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.
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.
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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
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.
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.
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.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
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.
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.
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.
Steven Van Belleghem
FEBRUARY 19, 2019
From SEO to AO. Now, for those critical readers amongst us: true, influencing algorithms to get to the consumers is not new. We’ve all had to perform some Search Engine Optimization to keep afloat in Google’s sea of information. But the difference was that, with SEO we were still trying to affect humans in the end. If our fridge automatically buys new milk when the bottle is almost empty or if we tell Alexa to buy toothpaste, the algorithm could become the final decision maker.
Speaker: Blackberry, OSS Consultants, & Revenera
Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?
Transcosmos
FEBRUARY 18, 2019
People share almost everything on social media, sometimes, a little too much. Admittedly, it’s the stories about a company’s wins and gaffes on customer service that catch the attention—and rightfully so. After all, everyone is a customer one way or another. You may be judging the company by its hashtags nowadays, but there are legitimate organizations that measure customer satisfaction with proper metrics, such as the US American Customer Satisfaction Index (ACSI), which ranks comp
Win the Customer
FEBRUARY 16, 2019
Before we get too far into VR, there is one more technology that will play a role in the next generation of VR technology. This is augmented reality. AR is a type of VR that is specifically geared toward creating 3D experiences. But AR technology is taking shape and will be seen in many forms in the future. You may be familiar with the television series “Supernatural” In this show, demons use magic to affect objects.
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.
Totango
FEBRUARY 22, 2019
Last year, we experienced record business growth—we more than doubled our revenue and customer base, tripled our engineering and support staff, introduced Totango Spark , a next generation flagship customer success solution, and announced a go-to-market partnership with SAP among many other exciting milestones. Although we’re less than two months into 2019, we’re in full execution mode, working to capitalize on another year of significant business growth and see our vision of the Customer Center
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
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