Callminer

JANUARY 13, 2019

Contact centers with engaged employees often cite better productivity and higher levels of employee happiness, improved customer service and retention, and, of course, higher profits.

Contact Center 182

Contact Center Customer Service 182

Intercom, Inc.

JANUARY 18, 2019

Part of the familiar ritual of eating a meal in any good restaurant is the moment the waiter asks if you’re enjoying your food and whether there is anything else they can get for you. Now, you might not think much about that particular restaurant practice – after all, it’s just a simple follow-up question shortly after your food has arrived. However, there are a few lessons in this simple example of customer service that are valuable for all of us who work in customer support – above all, how i

Customer Service 151

Customer Service Customer Satisfaction Technology Technology 151

Lumoa

JANUARY 17, 2019

Wondering what is the optimal way to measure customer experience? Choosing customer experience metric seems to be a complex process? Don't let the variety trick you. Start collecting customer feedback and measuring customer experience with a simple and easy KPIs and metrics!

Customer Experience 156

Customer Experience Customer Feedback 156

Beyond Philosophy

JANUARY 16, 2019

I have always been surprised by the massive wealth of data in academia that doesn’t get used. The reason, I believe, is the language. The way academic research is written is like a reading a legal brief; it’s impenetrable. You come away from it thinking the person who wrote it is very clever, but don’t understand what he or she said at all. My co-author and podcast co-host Professor Ryan Hamilton jokes that academic research is not written for a human audience.

Customer Experience 111

Customer Experience Legal Engineering 111

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

Heart of the Customer

JANUARY 16, 2019

My immediate answer to this is no – there’s a ton of good work happening to improve customers’ experience. But that’s a qualitative response, informed largely by the great work I see our clients doing. Unfortunately, if you read surveys about the current state of the customer experience, you may come away with a different […]. The post Is Customer Experience a Missed Opportunity?

Customer Experience 87

Customer Experience Customer Relationship Customer Survey Customer Satisfaction 87

Intercom, Inc.

JANUARY 14, 2019

The Intercom marketing team is made up of a diverse group of individuals with distinct backgrounds and perspectives that inform our work. One of the attributes that we all share, however, is an unwavering intellectual curiosity. We’re a team of lifelong learners, always gathering the perspectives of others to help inform the way we go about our daily work.

Entertainment 150

Entertainment Sports Start-ups Technology 150

Beyond Philosophy

JANUARY 15, 2019

Are You a Risk Taker? We all have varying levels of risk tolerance. When we shy away from risk, we call that risk-aversion. This episode of The Intuitive Customer discusses the concept of risk aversion and how it affects customers’ behavior in your Customer Experience. People like sure bets better that come with less significant gains over risky ventures, even when the risky venture proposes a substantial benefit.

Start-ups 102

Start-ups Customer Loyalty CX Customer Experience 102

Customer Service Life

JANUARY 18, 2019

This article was originally published on the MaestroQA blog on December 2, 2018. Click here to read the original post. Creating a quality form for your customer service team can be a scary task. Questions abound. How many items should it hold? What questions matter most? Which ones don’t? What type of scoring method should we use? The list goes on and on, and these are all great questions.

Customer Service 83

Customer Service Contact Center Legal Start-ups 83

Intercom, Inc.

JANUARY 15, 2019

The promise of chatbots is attractive: enable businesses to grow their revenue, 24/7 and at scale. Today, we’re publishing The Complete Guide to Using Chatbots for Sales to help you get started. Over the last thirty years, how we sell has changed tremendously. Long gone are the days of door-to-door sales and telemarketing (RIP ??). And next to go are the lengthy contact forms, multi-part email chains and delayed callbacks that frustrate salespeople and buyers alike.

Sales 127

Sales 127

Myra Golden Media

JANUARY 15, 2019

One of the things I’m working on for 2019 is giving you tools to help you coach your employees and hold them accountable so that they are positioned to deliver the best possible customer experience. The way YOU do that is, you go into discussions with your employees with a plan, and with confidence. I’m going to give you a 3-step method for how to talk to your employees about a problem, be that problem attitude, attendance, the way they interact with customers, anything.

Customer Experience 88

Customer Experience 88

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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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Fonolo

JANUARY 16, 2019

For decades, companies have turned to Business Process Outsourcing (BPOs) as a way to cut costs and create efficiencies. This is especially true in the call center space where the term “BPO” is often used interchangeably with “outsourced call center”. In the last few years, the call center outsourcing industry has seen revenues crossing $140 billion.

Contact Center 85

Contact Center Social Media Education AI 85

Customer Service Life

JANUARY 15, 2019

This article was originally published on the FCR blog on December 10, 2018. Click here to read the original. Over the past year or so I’ve had many conversations about contact center quality assurance — some of which I’ve shared in past articles. As I was scanning my list of blog post ideas, I realized I had some miscellaneous thoughts that fit under the quality umbrella and it’s about time we discuss them.

Contact Center 77

Contact Center Compliance Customer Service 77

Intercom, Inc.

JANUARY 17, 2019

At the 2017 Inside Intercom World Tour , I gave a talk about a simple pattern that we were seeing as we built the product and grew the company from 15 people to one over 500. The pattern is this: You find yourself in an undesirable state. You realize that there’s a problem: something’s broken, and you want to fix it. But in fixing it, you often over correct.

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Myra Golden Media

JANUARY 16, 2019

One of the things I’m working on for you in 2019 is giving you tools to help you coach your employees and hold them accountable, so they’re positioned to deliver the best possible customer experience. Eliminate Your Fears and Doubts About Coaching. No one likes to talk to employees about unacceptable performance, but for a lot of us, talking to people about problems with performance is a regular part of managing.

Contact Center 79

Contact Center Gaming Customer Experience Customer Service 79

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.

AI

Fonolo

JANUARY 15, 2019

Welcome to January, a time that kick-starts a new year and inspires us to improve, grow, and set goals. This goes for contact center managers and agents as well; for them, January is certainly “reach for the stars and crush your goals” month (as is every month!). We at Fonolo are certainly here to help them out on their overall journeys in 2019, this time by offering a rundown of the lessons we learned from the industry last year.

Contact Center 80

Contact Center Artificial Intelligence Omnichannel AI 80

Customer Service Life

JANUARY 15, 2019

Telling your boss that you are burnt out seems like it might just be the end of your stable paycheck. Can you actually look your boss in the face and admit that you’ve been unable to keep up with the amount of work on your plate? You’re told to leave your “emotional baggage” outside the office door. You’re told to save your tears for the car ride home.

Customer Service 73

Customer Service Contact Center 73

Totango

JANUARY 15, 2019

The most desirable customer in the world is your customer. While it’s no doubt a thrill to pursue and persuade a new customer to work with your enterprise, for software and subscription-based businesses, the real value lies in customer retention. The modern subscription-based economy has empowered customers to think short-term , with promises of being able to opt-in, cancel anytime, and leave freely.

Customer Retention 75

Customer Retention Start-ups Social Media CRM 75

Customer Bliss

JANUARY 17, 2019

In today’s episode, I chat with CCO Lisa Henken Ramirez, about implementing customer experience Netspend , a young, a finance-related company. Netspend is a leading provider of prepaid Visa ® and Mastercard ® cards for personal & commercial use. As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019.

Finance 76

Finance CX Start-ups Voice of the Customer 76

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

TeamSupport

JANUARY 18, 2019

When evaluating software, it’s easy to fall back on what you’ve done in the past. Your work computer likely has Windows and the Office suite installed directly on the machine, so why shouldn’t you have software for sales, customer support, marketing, or other industries right alongside it? To answer this question, there are some instances where an on-premise install, or having software physically installed at your location makes total sense….

Business Operations 74

Business Operations Sales Technology Technology 74

DMG Consulting

JANUARY 17, 2019

11 Keys to Designing Effective IVAs. By Donna Fluss. View this document on the publisher’s website. Recent advancements in artificial intelligence, coupled with consumer partiality for digital channels, are driving interest in and adoption of intelligent virtual assistants (IVAs) and a related technology, robotic process automation (RPA), or “bots.

Artificial Intelligence 66

Artificial Intelligence Machine Learning Contact Center Healthcare 66

Totango

JANUARY 17, 2019

Customer retention is vital to the health of your business. In order to run a successful enterprise, you have to think in terms of customer growth and expansion. The digital transformation of business has given customers more choices and greater freedom from long-term arrangements. To stay relevant, you need to embrace this new customer-centered economy and offer your customers a partnership invested in their growth and expansion.

Customer Loyalty 74

Customer Loyalty Customer Retention Social Media Start-ups 74

Taylor Reach Group

JANUARY 18, 2019

The Taylor Reach Group, Inc., an industry-leading Customer Experience (CX) and Contact Center consulting firm, is starting 2019 on a continued upward trajectory, adding Senior Consultant Patricia Ballantyne to its team of contact center operational experts. Ballantyne noted, “the Taylor Reach Group is a highly respected consulting firm, and I am excited to work with a team of professionals who share my passion for the contact center industry.”.

Contact Center 64

Contact Center Customer Experience Customer Satisfaction CX 64

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

Customer Bliss

JANUARY 15, 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?

Retail 68

Retail CX Customer Experience 68

Myra Golden Media

JANUARY 14, 2019

Talking to employees about problem performance, and getting them to change is hard – unless you do four things very well. Here’s what I wish everyone knew about addressing unacceptable employee performance. You have to have a plan; otherwise, you’ll get off track, and our employees won’t make changes. Coach like a coach. Don’t try to be friends with employees.

Customer Experience 63

Customer Experience Customer Service Contact Center 63

Customers That Stick

JANUARY 17, 2019

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Customer Service 60

Customer Service 60

ProProfs

JANUARY 17, 2019

In a technology-driven world where everything is catching up with the pace of digitization, the way people look at learning is also changing. People now seek to save time and efforts by opting for smart solutions even when it comes to assessing training performances. In this trend, online quiz maker is one tool that has really grabbed attention. Using an online quiz making tool is probably the most efficient way to create and post a quiz.

Social Media 66

Social Media Education Technology Technology 66

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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

JANUARY 17, 2019

Your agents are on the frontline with customers every single day. Finding the right agents to staff your team could mean the difference between an exceptional experience or an unhappy customer.

Customer Service 56

Customer Service Customer Experience 56

Myra Golden Media

JANUARY 15, 2019

For two years I’ve partnered with LinkedIn Learning to create courses to help employees be more assured and skilled in their ability to handle demanding customers. Here are some fun behind the scenes photos from last week’s visit to film two new training courses. Brilliant make-up artist, Tomeko, keeps me looking good on the set. What I like about being on set is filming only from the waist up.

Contact Center 54

Contact Center Customer Service Customer Experience 54

Customers That Stick

JANUARY 15, 2019

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 60

Customer Service 60

ProProfs

JANUARY 16, 2019

Employee hiring and training are an ongoing process in every organization. Every year, enterprises put in a great deal of time, money, and efforts to bring employees onboard. Using the right technology tools can make such a process less tedious by streamlining the entire program, right from beginning to end. That way, businesses would be in a better position to get the best out of each employee.

Sales 63

Sales Technology Technology 63

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