Callminer
MAY 10, 2020
A panel of management professionals addresses the best way for customer service / experience managers to handle a disgruntled employee.
Intercom, Inc.
MAY 12, 2020
You may have noticed we’ve taken a break from Intercom on Product over the past few months – we didn’t feel it was an appropriate conversation to continue in the midst of the tragic events unfolding around the world. This week however, myself and Paul decided to get back in the studio (remotely of course) and record a new episode to share with you.
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Beyond Philosophy
MAY 14, 2020
Influence and persuasion are critical skills for salespeople. However, they are also crucial for fostering customer-driven growth in your organization. In this issue of Why Customers Buy, we are going to discuss the six fundamental principles of how to influence people, and you might be surprised by what you discover. We spoke to Brian Ahearn, CMCT®, who is the Chief Influence Officer at Influence People in a recent podcast.
Taylor Reach Group
MAY 14, 2020
‘ By Peg Ayers. If you had a way to increase sales by 20%, be 21% more profitable and increase your customer satisfaction scores by 10%, would you do it? How about improving employee retention by 24-59%, lowering absenteeism by 41% and increasing productivity by 17%? According to the Gallup Organization, you could do all this and more by making your way to the top quartile of employee engagement.
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
Callminer
MAY 11, 2020
When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied.
Intercom, Inc.
MAY 14, 2020
“Home is where the heart is,” as the saying goes. And for now, it’s where you’ll find the office and school and the shops and concerts, too. H.O.M.E. is a special four-part series on Inside Intercom that explores how people across many industries and countries are managing to persevere with the help of technology. When it’s all said and done, we’ll have covered the following themes: H ealth and wellness – how are people staying healthy in mind and body?
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Win the Customer
MAY 12, 2020
O utsourcing call center activities to a third party vendor lets you expand your service capabilities to more customers on to deliver exceptional experiences on behalf of your brand name. Let’s say you facing a customer on epoch for summarizing the list of benefits gathered from the business on the days go. In such a business, it is quite a daunting task to match up the level of requirement as per the customer’s expectations.
Callminer
MAY 12, 2020
Call centers around the world are faced with the ever-intensifying challenge of meeting consumers’ expectations. As calls flood the lines during peak periods, such centers need powerful tool sets to handle them all. Call center software offers a wide variety of optimizations for such organizations to choose from; however, paralysis by analysis can keep company leadership from giving the best options a green light.
Intercom, Inc.
MAY 13, 2020
“We’re seeing a big motion across all businesses on how an amazing customer service experience drives loyalty overall.”. That’s Tom Ronen, Head of Customer Success for monday.com , on a topic that’s been on many of our minds lately: retention. We sat down with Tom and Kaitlin Pettersen, our Global Director of Customer Support, in a recent webinar that focused on how support teams can increase retention and reduce churn among their customers right now.
Kerry Bodine
MAY 11, 2020
As cities and countries around the world grapple with plans to reopen, we’re all wondering what our “new normal” will look like — both personally and professionally. But if you’re reading this post, you don’t have the luxury of sitting on the sidelines and watching it unfold. To succeed throughout the rest of the pandemic and whatever comes next, you need to proactively develop a customer experience strategy that will serve both your customers and your business.
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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.
Lumoa
MAY 10, 2020
Businesses use voice of the customer programs to gather essential input for setting design specifications for products or services. It can also act as a springboard for future innovations. The goal of VoC is to give businesses a detailed understanding of what the customers' needs and wants are.
Callminer
MAY 11, 2020
Here are tips and best practices to simplify the call center software selection process, allowing you to choose excellent solutions without wasting time.
PeopleMetrics
MAY 13, 2020
As the world of work continues to change in the face of the COVID-19 pandemic, communication skills are increasingly seen as the crucial glue that holds a company together. Working remotely , uncertainty in the workplace and disconnection from colleagues mean that communication in the workplace must be more effective than ever. But clear, effective top-down employee communication isn’t enough.
ProProfs
MAY 15, 2020
In the course of virtual training, your virtual audience may, at times, feel isolated due to the lack of real face-to-face contact. They should, however, realize that they are a part of a bigger team united by common learning & development goals. Components of quality e Learning programs such as virtual classrooms, chat , surveys , discussion forums, and video conferencing can make learning highly interactive.
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
MAY 13, 2020
In times of adversity and change, we discover who we are and what we’re made of. As the saying goes, “Tough times don’t build character. They reveal it.” How you lead right now says so much about you as a leader. You have to set the tone for your entire organization. You have to be. Read Full Article. The post 003: How to Lead in a Crisis appeared first on The DiJulius Group.
Callminer
MAY 12, 2020
An investment in speech analytics technology is a big one. Here’s a look at everything you need to consider before you make your purchasing decision.
C3Centricity
MAY 11, 2020
By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? Read on for my own thoughts and perspectives on what should be a top company objective which results in proven business success. . I provide answers to the seven main reasons why companies fail to adopt a customer first strategy; which one are you struggling with today?
Lumoa
MAY 11, 2020
As the business world changes at a rapid pace, companies must adapt to stay ahead of the competition. This shows the importance of a superior customer experience, as it not only drives revenue but also builds emotional connections with the brand. 83% of millennials and 85% of business buyers consider this a key factor in their purchasing decisions. In fact, more than half of customers have a strong emotional attachment to the businesses they regularly purchase from.
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.
The DiJulius Group
MAY 13, 2020
1. Feature Article How to Create a Servant Leadership Culture By John DiJulius, Chief Revolution Officer I have had the good fortune to work with many great leaders of successful companies. One of the best of them is Admiral Thomas Lynch, who served in the US Navy for 31 years. He was also the captain. Read Full Article. The post How To Create A Servant Leadership Culture appeared first on The DiJulius Group.
Callminer
MAY 10, 2020
This infographic shares the four stories behind the 2020 US CallMiner Churn Index report.
Fonolo
MAY 12, 2020
We speak with Laura Reinhold, Member Services Manager at Credit Union of Colorado, about growing up with a ‘heart to help’, breaking down barriers for customers, and the importance of being visible to your team. What’s your origin story? What path led to where you are now at the Credit Union of Colorado? I’ve worked in the credit union industry for the majority of my professional career.
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
Kerry Bodine
MAY 15, 2020
We’re in the midst of the most rapid change to human behavior that many of us will ever see. What you knew about your customers back in January just doesn’t apply now — and if you’ve got existing journey maps, they are officially out of date. Prior to the pandemic, my general advice for when organizations needed to update their journey maps went something like this: Think about this activity like you think about servicing your car.
Callminer
MAY 10, 2020
This infographic shares the five stories behind the 2020 UK CallMiner Churn Index report.
Customer Bliss
MAY 12, 2020
During this time, I’ve been bringing together leaders who influence us all to share their wisdom in live conversations on LinkedIn and Twitter. Follow me on either platform to find out about my next live broadcast, join us, and ask your questions—we’ll answer them during the broadcast! I was honored to bring to you, our audience, a live conversation with the incredible Seth Godin , leadership guide for the ages, influential writer, and author of 19 books, for a candid conversation about what
Myra Golden Media
MAY 11, 2020
Work-life balance is already a challenge for most of us. And now working remotely, brings another level of challenge, as we try to set boundaries between work and life, and create routines that keep us both productive, and at peace. I’ve worked from home for nearly 20 years, and I’ve found some things that work at keeping me balanced. In this video, I’ll share with you 5 of my best practices for work/life balance in a remote environment.
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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.
ClientSuccess
MAY 12, 2020
The last few months have definitely been eye-opening for many customer success teams, and SaaS organizations in general. Whether your team has gone through layoffs, are on a hiring freeze, or simply don’t have access to your customers the way you’re used to, you’re most likely adjusting to a world where you’re working with less. This doesn’t mean that your output needs to be ‘less’ as well, it simply means that your team must adjust to the new world where you can “do more with less”
TeamSupport
MAY 14, 2020
Does your company currently measure customer satisfaction? If so, how accurate and time consuming are your measurements? With so many different touchpoints factoring into customer satisfaction, from ticket response time to NPS (Net Promoter Score) and everything in between, getting actionable information in a timely way can be a challenge. This doesn’t mean you should take the easy way out when it comes to measuring customer satisfaction.
Comm100
MAY 13, 2020
Research shows that companies with extremely strong omnichannel customer engagement retain on average 89 percent of their customers, compared to 33 percent for companies with weak omnichannel customer engagement. So it’s little surprise that many companies are on the look-out for a strong omnichannel solution that suits their needs and goals. Shopping for an omnichannel solution can be intimidating.
Chip Bell
MAY 12, 2020
Pearl Harbor changed everything. The U.S. had managed to stay out of World War II for two years. It started in September 1939. But then, Japanese planes invaded Honolulu on December 7, 1941—a day that will live in infamy. Suddenly, the business of business became the business of war. During World War II, 17 million new civilian jobs were created, industrial productivity increased by 96 percent, and corporate profits after taxes doubled.
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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