Fonolo
SEPTEMBER 13, 2022
Think about how many phone calls your contact center receives in one day. Thousands, right? Now, think about how many ripe opportunities you have to ask for customer feedback. Thousands again. How? Through after-call surveys. You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback.
Shep Hyken
SEPTEMBER 14, 2022
More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). However, customer service trends seem to be heading in the wrong direction. Even several years before the pandemic began, The American Customer Satisfaction Index found the overall ratings slipping, even with brands most recognized for high levels of customer s
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Comm100
SEPTEMBER 15, 2022
Today’s customers now expect to connect with brands from anywhere, anytime, on any device. To keep up and provide this level of customer experience, brands need to give their customers choice and convenience. In practical terms, this means adopting a range of digital support channels, including live chat, SMS, social media, and email. To offer this experience to customers successfully and efficiently, organizations are adopting omnichannel customer service platforms.
Totango
SEPTEMBER 13, 2022
Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. Here we’ll show you how to use customer success playbooks to support your CS strategy: We’ll define the customer success playbook and clarify
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
ClientSuccess
SEPTEMBER 13, 2022
Modern CSMs are no strangers to multitasking. From juggling multiple customer accounts to keeping a myriad of plates spinning, CSMs rely heavily on metrics and data to ensure they are trending in the right direction. While NPS, customer sentiment, and adoption or usage rates are a great place to start, there are a ton of other more niche metrics – such as customer onboarding speed – that CSMs are also tracking to ensure success.
Adrian Swinscoe
SEPTEMBER 15, 2022
This is a guest post by James Lockhart, Head of Product Marketing at TelcoSwitch. Voice and speech analytics refers to the process of analysing recorded conversations […]. The post Understanding how all businesses can benefit from voice analytics first appeared on Adrian Swinscoe.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
ECXO
SEPTEMBER 15, 2022
The European Customer Experience Organization – Upcoming Events, Research, and Activities for You. Update Public Newsletter for future ECXO.org Members. How are you? We hope you and your family are having a great summer. The European Customer Experience Organization is an open-access CX Professional Network aiming to educate European and the rest of the world’s Corporate on CX, EX related topics, including customer understanding, perception, and real innovation plus some evolving top
Callminer
SEPTEMBER 13, 2022
CallMiner CX Landscape Report found 62% of companies believe they don’t collect all of the CX data they need, with only 12% collecting an equal amount of solicited and unsolicited customer feedback.
Heart of the Customer
SEPTEMBER 16, 2022
A while back, I set out to discover precisely why some CX leaders were so successful while others (more accurately, most) struggled to move the needle. Back then, I had no idea my curiosity would lead to a massive two-year research undertaking involving hundreds of hours of interviews with CX professionals and hundreds more survey […]. The post The CX Event You Don’t Want to Miss appeared first on Heart of the Customer.
Intercom, Inc.
SEPTEMBER 15, 2022
A slight raise of the eyebrow, folded arms, an inviting smile – face-to-face conversations are a lot more than a simple exchange of words. When people talk, the majority of what is being communicated isn’t in the words we use, but rather in non-verbal cues like body language, gestures, and tone of voice that help us clarify the intention of the speaker and give us a bit more context into the conversation.
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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.
MyCustomer Experience
SEPTEMBER 13, 2022
CAnyone involved in the customer experience (CX) space has likely come across articles, research, and discussions around composable CX. This. 13th Sep 2022. By Mandy Reed Global Head of Marketing.
CSAT.AI
SEPTEMBER 14, 2022
Both customer success managers and customer service exist to make and retain money while servicing the customer. For our first post concerning customer success roles, we’ll focus on what makes these two different and how they support each other. Depending on the size of a company, these groups can be multi-tiered, have overlapping duties or be a single department trained in both.
Totango
SEPTEMBER 15, 2022
Customer Success Dashboard Metrics: Nine Top KPIs You Need to Monitor. A customer success dashboard provides a powerful tool for tracking key performance indicators (KPIs) and ensuring that your clients are experiencing satisfying outcomes. But the number of customer success metrics SaaS providers can track is extensive. Which numbers should you monitor?
Hodusoft
SEPTEMBER 16, 2022
What is IP PBX Auto Provisioning and How Does it Work? The holiday season is around the corner and people are shopping from your website like crazy. The result is a heavy inflow of calls on order status and many such inquiries. But what’s the use of getting new agents? Your traditional PBX system cannot accommodate new agents as all existing telephone lines are being used at full capacity!
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.
The DiJulius Group
SEPTEMBER 13, 2022
Everyone wants to know if a recession coming. I am sorry to tell you, but we have been in a recession for over two years…a Customer Service Recession, which will have long-term consequences. Would you like the good news or the bad news first? The good news is, companies can choose to be part of. Read Full Article. The post “Shrinkflation”: Learning to Recognize And Navigate The Customer Service Recession appeared first on The DiJulius Group.
Zonka Feedback
SEPTEMBER 13, 2022
Generation Z, popularly Gen Z or Zoomers, is the generation succeeding millennials and preceding generation alpha. Anyone born between 1997 and 2012 is considered a part of the Gen Z cohort. They are said to be the most technologically sound and social generation, having been born in an era where technology is the way of life. It would not be wrong to say that Gen Z differs from previous generations in numerous ways.
Execs In The Know
SEPTEMBER 14, 2022
Robotic Process Automation (RPA) has revolutionized the way businesses operate. This progressive technology allows virtual employees, also known as “bots,” to automate many of the routine tasks that humans regularly perform. . In fact, the beauty of RPA is that it gives employees the opportunity to easily customize these bots for recognizing patterns, gathering and extracting knowledge, reasoning, learning, and even adapting to new environments or situations. .
Hodusoft
SEPTEMBER 14, 2022
How Multi Tenant PBX Software Empowers Telecom Businesses? The dynamics of the telecom industry have dramatically evolved in the last few years. More than 36% of businesses have adopted VoIP technology for improving the quality of customer service. When you have distributed teams, multi-tenant PBX systems become the lifeline of your business communications.
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.
Fonolo
SEPTEMBER 16, 2022
On a good day a call center can run a well-oiled machine, but call center shrinkage can derail the best-laid plans. . Picture this: You’ve got 100 agents scheduled to work on a Monday morning—enough staff to cover this notoriously busy shift. But at any given time, some individual staffers will be unavailable. They might be on a break or in a meeting, and some have likely called in sick or arrived late.
Zonka Feedback
SEPTEMBER 16, 2022
When it comes to customer communication, there can be a great many challenges and approaches to consider. These challenges can vary by the stage of the process, the role of the person working with the customer, and even the industry in which the service falls.
Lumoa
SEPTEMBER 16, 2022
NPS is a very sought-after resource that many companies want to use when setting goals for their own NPS strategy. However, one must remember that you should not stare blindly at others’ NPS since there are other factors affecting the score itself. . In this article, we will share some good tips on how you should manage and utilize NPS benchmarks. Net Promoter Score in a nutshell.
Doing CX Right
SEPTEMBER 12, 2022
Stacy Sherman & Annette Franz, author known for "putting the customer in customer experience" explain what it takes to create and sustain a customer-centric culture that is "Built to Win.". The post Building A Winning Customer-Centric Organization The Right Way appeared first on Doing CX Right.
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
Comm100
SEPTEMBER 14, 2022
Comm100 is a complete omnichannel platform that lets organizations provide the very best customer service and support with just one piece of software. From live chat and chatbots to social media and SMS, Comm100 Omnichannel integrates every key channel into one platform so customers can connect how they want, and companies can deliver efficient, cost-effective support.
Zonka Feedback
SEPTEMBER 15, 2022
Increasing customer satisfaction and engagement with your brand requires a lot more than bombarding them with targeted ads and weekly mailers. There are proven techniques and tools being used by marketers every day that allow them to engage with customers. One such tool is a customer service chatbot.
Shep Hyken
SEPTEMBER 16, 2022
This week, we feature an article by Sheila Bugal, Head of Marketing at Caplena , a market-leading text analysis tool. She shares how companies can use Natural Language Processing in conjunction with human capabilities to enhance customer service. Natural Language Processing (NLP) helps computers understand and process human language, which has powerful implications for businesses that want to offer increased communication with customers and clients without the high cost of hiring additional staf
Callminer
SEPTEMBER 12, 2022
CallMiner's annual LISTEN conference is back in person at Loews Miami Beach Hotel in Miami, October 31 through November 2. Register today for three days of education, networking and fun.
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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.
Zendesk
SEPTEMBER 16, 2022
Humans and technology. Hollywood has long explored the relationship between the two, from synthetic intelligence in sci-fi movies like Ex Machina to androids living in alternate realities in HBO’s Westworld. In those films and television shows, technology is often depicted as being wildly disruptive, even malevolent. While Hollywood gives us exaggerated stories for entertainment, it does offer a lens into how technology and methodologies can upend how we live.
Zonka Feedback
SEPTEMBER 12, 2022
Focus on what’s working and then move towards expanding the reach. Sounds pretty simple, right? Well, you should ask these questions to those companies that learned it the hard way.
Shep Hyken
SEPTEMBER 13, 2022
How Empathy Drives Business Growth . Creating a Culture that Gets and Retains the Best Employees. Shep Hyken interviews Jon Shanahan, co-founder of Businessolver Inc., a benefits administration solution that combines technology and service to help employees get the most value out of their benefits. He discusses creating a culture that delights and retains loyal customers and the best employees.
Ameyo Callversations
SEPTEMBER 16, 2022
Terms like customer engagement, customer experience, and customer communication have been buzzwords for the past few years. You might wonder why? Engaging and interacting with customers frequently adds value to their journey and provides a holistic, personalized customer experience. It equips you with stronger connections with your audience by talking to them on the channel they most prefer.
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.
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