Callminer

MAY 31, 2020

What are some ways companies can drive customer satisfaction in today’s consumer-centric landscape? Here’s our curated list of 25 tactics.

Customer Satisfaction 254

Customer Satisfaction 254

Intercom, Inc.

JUNE 4, 2020

?. We want to share our disgust, anger, and sadness at the killing of George Floyd, and with the decades of injustice and brutality that this time has brought into sharp relief. To our friends in the Black community, we stand with you, and will never tolerate your mistreatment. — Intercom (@intercom) June 2, 2020. We’re very conscious that we have a lot of work to do around diversity and inclusion at Intercom, and we have not always been where we want to be in that regard.

Education 160

Education Start-ups 160

Heart of the Customer

JUNE 4, 2020

A key outcome of our work at Heart of the Customer (HoC) – and the essence of CX as a discipline – is to create empathy. That’s how we help our clients better understand their customers. When empathy is high, organizations are more likely to serve their customers better. They invest in the right initiatives […]. The post Empathy. appeared first on Heart of the Customer.

CX 157

CX 157

Beyond Philosophy

JUNE 4, 2020

In our last issue of Why Customers Buy, we discussed how doing things differently than your competition could be the most reliable path to success for your brand. Today, we are going to discuss in more detail why this works and what you can do to implement these surprising ideas that don’t make sense to encourage the success of your brand. Before we get into that, let me remind you that this issue is based on a conversation we had on our podcast recently with advertising legend Rory Sutherlan

Management Consulting 156

Management Consulting Start-ups CX Technology 156

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

JUNE 4, 2020

Customer satisfaction is your top priority. As you work toward boosting satisfaction while reducing average handle time, cost reductions will follow.

Customer Satisfaction 226

Customer Satisfaction 226

Kerry Bodine

JUNE 1, 2020

This post celebrates Service Design Day and everyone who’s working to create our new normal. While walking across the Millennium Bridge in London a few years ago, I noticed a group of people standing around and looking down curiously at a man who was laying at their feet. My first thought was concern: Is this man alright? Is he sick? Does he need help?

Touchpoint 146

Touchpoint CX 146

Beyond Philosophy

MAY 30, 2020

Business as usual is anything but usual today. How things will change in the “new normal” and what you can do to manage it is almost anyone’s guess. However, if you can open your mind to trying new things other than what you normally would do, you might discover the magic trick that makes it all work well for managing your customer behavior.

Management Consulting 114

Management Consulting CX Customer Experience 114

Callminer

JUNE 3, 2020

We reached out to 21 analytics professionals & business leaders to learn their most creative uses of predictive analytics in the call center.

Predictive Analytics 182

Predictive Analytics 182

ProProfs

JUNE 5, 2020

The era of digitalization has dramatically revolutionized almost every aspect of our daily lives. The ongoing technological advancements and innovations have changed our entire lifestyle for the best. From the breakthroughs in communication to new trends in business operations, everything is undergoing a transformation. . Gone are the days when education was limited to books and lectures.

Education 97

Education Gaming Business Operations Innovation 97

UJET

JUNE 3, 2020

Right now, your support team is either mostly or entirely remote. Agents can access the platform from any location and are fully capable of helping customers resolve issues. But what if you were used to having your entire team in one office and usually spoke to them in person. How can you manage a dispersed team effectively when everyone is remote? Use the Right Technology.

Start-ups 82

Start-ups Technology Technology Customer Experience 82

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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.

VOC

Fonolo

JUNE 2, 2020

Depending on which news outlets you follow, you may be under the impression that traditional brick-and-mortar contact centers won’t survive the pandemic. Undoubtedly, the contact center as we know it will change. But there are far too many sunken costs and entrenched values to make such a sudden change. A lot has changed in the past few months but there should be no question that contact centers will return to their physical offices in some shape or form once the pandemic abates.

Contact Center 74

Contact Center Government Start-ups Technology 74

ClientSuccess

JUNE 2, 2020

Whether your team is figuring out a short-term remote work strategy or if you’ve received word that you’re going to be working remote until 2021, one thing is for certain: there will be more working from home ahead. Even as companies start to phase back into offices, capacity limits and restrictions means that there will still be some people working from home for the foreseeable future.

Gaming 69

Gaming Start-ups 69

ProProfs

JUNE 5, 2020

When we meet a new person, we don’t really make a split-second decision whether we would want to see them again. We do rounds judging them on their appearance, their interests, the way they speak, or the occupation they hold and then make our decision. . Oftentimes, we would not want to see them again while sometimes, we would take interest and build a relationship with the person.

Social Media 86

Social Media Start-ups Sales Gaming 86

UJET

JUNE 3, 2020

Right now, your support team is either mostly or entirely remote. Agents can access the platform from any location and are fully capable of helping customers resolve issues. But what if you were used to having your entire team in one office and usually spoke to them in person. How can you manage a dispersed team effectively when everyone is remote? Use the Right Technology.

Start-ups 72

Start-ups Technology Technology Customer Experience 72

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

The DiJulius Group

JUNE 3, 2020

1. Feature Article This is How to Pay it Forward in Difficult Times By Jess Pischel, Customer Experience Consultant As the country struggles with the pandemic, more and more companies are stepping up to help healthcare and frontline workers, sick patients, and others in the community. With so much negative news lately, it is. Read Full Article. The post This is How to Pay it Forward in Difficult Times appeared first on The DiJulius Group.

Healthcare 66

Healthcare Customer Experience 66

TeamSupport

JUNE 3, 2020

We introduced this blog series in Part 1 by walking you through what to expect after the onboarding process, starting with your dedicated Customer Success Manager (CSM). In Part 2, we explore all of the self-service options available within the TeamSupport platform. Help Yourself. Many, if not most times, it’s more time efficient for you and your agents to solve simple issues yourselves , rather than submitting a ticket, sending an e-mail, or calling support.

B2B 64

B2B Education Start-ups Technology 64

Totango

JUNE 2, 2020

Crises are an unfortunate fact of life. All the planning in the world cannot prevent every emergency or protect against every potential hazard. However, having a plan in place ahead of time can make all the difference in how well your business copes with, and recovers from, unexpected challenges. Having a good customer success crisis plan can help you maintain good relationships with customers.

Start-ups 62

Start-ups Customer Retention 62

Chip Bell

JUNE 1, 2020

The Good Samaritan is a story of kindness widely known across all faiths, not just those anchored to the New Testament. But, in many ways the back story is particularly instructive during these chaotic days of riots in the streets over racial prejudice and social injustice. The story starts with the words: “A certain man was going down from Jerusalem to Jericho.

Start-ups 62

Start-ups 62

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

Comm100

JUNE 4, 2020

There is an abundance of stats on the internet revealing the popularity of live chat for customer service. It’s accessibility and speed meet today’s customer expectations and digital-first preferences. But while these stats are true, the figures don’t always tell the whole story. Why? Because when you offer audio and video chat within your live chat offering, its popularity rises even further.

Customer Satisfaction 59

Customer Satisfaction Sales Customer Expectations Customer Service 59

TeamSupport

JUNE 3, 2020

As published in CustomerThink.com , June 2, 2020. In everyday life, people are bombarded with the concept of “change” and “switch.” Whether it’s driving by a billboard advertising a cool new car or seeing a phone company commercial on TV and wondering if you can get more data for less money, there is always someone out there trying to paint a picture of a greener pasture.

B2B 64

B2B B2C Finance Business Operations 64

The DiJulius Group

JUNE 3, 2020

In this highly competitive world of business, price and quality can only bring you so far. What will then set you apart? Genuine customer care = highest customer satisfaction But that can only be achieved under a strong banner of leadership. Today’s guest is Ritz-Carlton royalty, Jim McManemon. A veteran in the hospitality industry, Jim. Read Full Article.

Hospitality 54

Hospitality Hospitality Customer Satisfaction 54

Doing CX Right

JUNE 5, 2020

I had the honor to join Cynthia Jame s, who is the host of a well-known podcast that focuses on increasing what she calls, “awake leaders.” I admire Cynthia as a champion for change. She is making a difference by driving people, especially women, to express their full potential. She’s spent over two decades in self-examination, higher education, and working with leaders around the world.

Education 52

Education CX Customer Experience 52

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

Steven Van Belleghem

JUNE 4, 2020

Every crisis is an opportunity. As you know, I’m an optimist, so it was great to recognize that same positive drive in my conversation with Tom. Of course, he realizes that the pandemic will come at a tremendous cost, and that many exciting and even healthy companies will disappear. But, like so many true entrepreneurs, he also sees an opportunity: “The cool thing about this crisis is that it has forced behavioral change upon us in positive ways: all of us were forced into new habits and we had

Start-ups 52

Start-ups Manufacturing Customer Experience 52

TeamSupport

JUNE 1, 2020

From a global customer success team to a robust knowledge base, here at TeamSupport we want to make sure you get the most out of our B2B (business-to-business) customer support solution. In this blog series we’ll walk you through what to expect after the onboarding process as well as all of the resources available to you and your support team. I’m a person who enjoys mysteries and puzzles, but I certainly wouldn’t want your experience with using our platform to be either one!

B2B 64

B2B 64

Knowmax

JUNE 5, 2020

Improve Customer Experience At Lower Cost During Lockdown.

Customer Experience 52

Customer Experience 52

Doing CX Right

JUNE 5, 2020

I had the honor to join Cynthia Jame s, who is among my favorite woman leaders and host of a well known inspiring show called, Women Awake. I admire Cynthia as a champion for change who awakens other leaders to express their full potential. She’s spent over two decades in self-examination, higher education, and working with leaders around the world.

Education 52

Education CX Customer Experience 52

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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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Confirmit

JUNE 4, 2020

Register to the webinar for your region. Australia: Thursday, June 11, 2020 at 11:00 AM AEST. North America: Thursday, June 11, 2020 at 11:00 AM EDT. Europe: Thursday, June 11, 2020 at 11:00 AM BST. As insights professionals strive to help their client succeed in this challenging environment, we need to be sure we’re leveraging the best possible resources to ensure clients achieve maximum benefit and strong outcomes for their business.

Technology 52

Technology Technology 52

The DiJulius Group

JUNE 4, 2020

No matter what kind of business you have, you always want to keep your customers wanting more. And being able to give a remarkable experience is the best marketing tool there is out there. But how do you exactly do this? Here are 5 ways to help you win your customers without even having to. Read Full Article. The post 5 Ways to Exceptionally Stand Out in Your Industry appeared first on The DiJulius Group.

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Waypoint Group

JUNE 2, 2020

What is B2B “Customer Engagement” and why does it matter? Are your current processes truly “engaging” your customers, or just trying to sell them more stuff? I had the opportunity to interview David Ellin for some answers, since he’s expert in Customer Success programs that drive retention and expansion. Here’s 5 minutes from his take on B2B Customer Engagement, why it’s critical (especially in “these” crazy times), and a little bit on R

B2B 52

B2B VOC NPS 52

Hodusoft

JUNE 2, 2020

With billions of users, WhatsApp is the widely used mobile application even for business communication. It offers sleek communication with instant coordination among users. Hence, WhatsApp for business has become a preferred choice these days. With this emerging trend, HoduCC has integrated the communication application (WhatsApp) for better engagement with customers and expand business growth.

Contact Center 52

Contact Center Omnichannel Business Growth Customer Loyalty 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