Intercom, Inc.
APRIL 8, 2019
Whenever I conduct research with customers on how they onboard users to their product, I’m always fascinated by how often the term “aha” moment comes up. Customers consistently say they want their users to get to their product’s “aha” moment, the interaction that fills their users with a feeling of delight and reveals the true value of the product to them.
Callminer
APRIL 9, 2019
We’re delighted that CallMiner has been named by Call Centre Helper as one of the Top 10 providers of Contact Centre Software and Technology for the third year running with Eureka Coach.
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Taylor Reach Group
APRIL 9, 2019
By Colin Taylor. Clients frequently ask me what is the single most important activity they should undertake to ensure that their center is operating and performing at an optimal level. Like all of us they are looking for the magical, simple solution to their issues and challenges; just one thing; the magic pill, silver bullet, panacea that makes their jobs as center managers easier and more productive.
Beyond Philosophy
APRIL 8, 2019
Whenever I talk about Customer Experience with audiences, I begin by explaining that customers do not buy things rationally. Customers buy things emotionally and then justify the purchase with logic. Irrationality and data don’t mix. However, there are ways that people’s irrational behavior reveals a rational pattern in the data. Let’s take a look at actionable insights about people’s irrational behavior as customers and the importance of the human touch in a digital transformation.
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
Intercom, Inc.
APRIL 10, 2019
Live chat is the ultimate way for modern sales and marketing teams to engage personally with customers, but sometimes the process of choosing the right live chat tool can feel overwhelming. With so many tools and shiny new features emerging in the market, decision paralysis can easily kick in. That’s why we’re publishing two new guides to help you in that process – Intercom’s Guide for Buying Live Chat for Marketing and Intercom’s Guide for Buying Live Chat for Sales.
Callminer
APRIL 8, 2019
Using analytics and gamification is an effective way to encourage successful agent engagement with the right incentives to measure, monitor, and promote the KPI’s vital to your company’s success.
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
APRIL 12, 2019
People like choices. They just don’t like choosing, at least not when there are too many options. However, if you give people the option of shopping where there are only two options or where there is a wide selection, people will nearly always choose to shop where there are many choices. Then, when they get there, they can’t make a decision and feel frustrated and disappointed about it.
Intercom, Inc.
APRIL 12, 2019
Engineers who use Intercom’s mobile SDKs to communicate with their customers trust us to provide a stable and trustworthy platform that won’t break the apps they work so hard to build. This can be a challenge when the mobile development landscape is so fragmented by multiple platforms and SDK versions. Apple and Google release new major versions of their mobile OSes every year.
Callminer
APRIL 10, 2019
We’re delighted that CallMiner has been named by Call Centre Helper as one of the Top 10 providers of Contact Centre Software and Technology for the third year running with Eureka Coach. In 2012, CallMiner lead the way in the industry with the first version of a genuine automated performance feedback portal for contact centre agents, supervisors and coaches.
Fonolo
APRIL 10, 2019
Contact center software and CRM software have been on a slow collision course for decades. It’s not hard to understand why: They both deal with customer communication so the boundary was destined to get blurry. Now that both worlds are increasingly cloud-based, the collision is accelerating. How can we make this more concrete? How can we figure out how far along the process is?
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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.
Taylor Reach Group
APRIL 12, 2019
By Colin Taylor. While working on a call center consulting engagement with one of the largest garbage companies in the country we encountered what was likely the most difficult customer I have ever experienced. We were working in a mid- sized call center and discussing their customers. The company serviced urban, suburban and rural customers in the city and many of the surrounding towns.
Intercom, Inc.
APRIL 9, 2019
Customers today enter the sales cycle full of knowledge, opinions and feelings about your product and your company. In most cases, your buyers have already educated themselves. They might have even played around with freemium versions of your product. Personally speaking, this is how I purchase software. “In most cases, your buyers have already educated themselves” You want to catch me when I’m most interested – clicking around your website and investigating your offering and p
Myra Golden Media
APRIL 8, 2019
I got my first management title when I was twenty-six years old. The person I’d beat out for the position had been with the company 26 years, and in one hiring decision, this woman, who wanted my job, become my direct report. She’d been with the company since before I was in kindergarten. And now I was her boss. Nobody said my new management job would be easy.
Totango
APRIL 11, 2019
An illuminated “check engine” light is scary because it doesn’t offer any solution. There could be any number of reasons why that little beacon has been lit. For many, “check engine” may as well just say “car broken”—and that’s terrifying. The lesson is that our early warning systems are only as valuable as the responses they trigger. This is certainly true of the customer success health scores used to monitor the status of customers.
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.
Fonolo
APRIL 11, 2019
It’s imperative in a time of high competition and demand that your contact center is in optimal condition. Much like ensuring that our young are safe from harm’s way, yet still have the freedom to explore and grow, contact center leadership must ensure that their departments are safe-guarded while still maintaining the capability to grow internally and externally both in service and in excellence.
Chip Bell
APRIL 9, 2019
Many years ago, I worked for the president of a bank famous for aggressive bank acquisitions and rapid growth in the financial services space. The bank ultimately became the Bank of America and the president became the B of A CEO. Hugh McColl was famous for his swashbuckling leadership style, his brilliant strategy execution, and his sometimes irreverent style of communications, especially when the media was involved.
TeamSupport
APRIL 12, 2019
We’ve all worked with customers that have seemingly unrealistic expectations. You give them an inch and they expect a mile! However, losing them as a customer is simply out of the question. Maybe they’re a large percentage of revenue or there’s a lot at stake in making the business relationship work. Regardless of the scenario, here are 4 modern strategies for managing customer expectations…. 1) Do your very best to stay positive – When working with customers that act like you aren’t meeting the
Customer Bliss
APRIL 9, 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: 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.
Totango
APRIL 9, 2019
Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service. As such, you will need to keep a close eye on your customers as they progress along the customer journey to avoid churn and gather the data needed to calculate your retention ra
The DiJulius Group
APRIL 10, 2019
My consulting clients often ask: What are other companies doing to set themselves apart from their competition? What is that one thing that will help us become the brand that customers can’t live without? Well, here is the answer. Drum roll, please… It may not seem sexy, but consistency is the secret ingredient to making. Read Full Article. The post The Importance To Being Brilliant At The Basics appeared first on The DiJulius Group.
Beyond Philosophy
APRIL 12, 2019
People like choices. They just don’t like choosing, at least not when there are too many options. However, if you give people the option of shopping where there are only two options or where there is a wide selection, people will nearly always choose to shop where there are many choices. Then, when they get there, they can’t make a decision and feel frustrated and disappointed about it.
Customer Bliss
APRIL 12, 2019
Are you responsible for building an entirely new customer experience path for your organization? Monica Whiting , Vice President of Customer Experience at TECO energy , shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry. TECO is a utility company that provides electric and natural gas services in Tampa, Florida, and gas services across the state of Florida.
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
Heart of the Customer
APRIL 11, 2019
Note: We’re celebrating the upcoming launch of our new book, “How Hard Is It to Be Your Customer? Using Customer Journey Mapping to Drive Customer-Focused Change,” by Mapper-In-Chief, Jim Tincher and B2B Practice Lead, Nicole Newton. In the book, we introduce five journey mapping questions to answer as you launch your customer journey mapping effort.
CX Journey
APRIL 10, 2019
Image courtesy of Pixabay I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018. As I sat down to write this month's post, I reflected on several conversations I had this week that were tied together with a common thread: common VoC program mistakes. I started to reflect on what was said and then began jotting down a list that grew much longer than I thought it would!
Confirmit
APRIL 9, 2019
How many times this week have you been invited to provide feedback by a company from which you’ve recently purchased? There have been a few, haven’t there? I’ve had one about buying shoes. Another about why I didn’t buy tickets to an event. And one that was so badly rendered on my mobile that I honestly don’t know what it was about.
CSAT.AI
APRIL 11, 2019
You can teach employees a slogan or a marketing soundbite, but what company culture truly is beneath the polish is the foundation upon which the company soars, or falls. It is what people feel about a company and how they talk about it when the cameras are off. It goes beyond the superficial, easily measurable items like work space, physical tools and pay.
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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.
SugarCRM
APRIL 10, 2019
Last week we hit a major milestone at SugarCRM with the release of Sugar 9. Sugar 9 encapsulates all of the awesome new features and additions to the product we’ve added over the past year. Empowering our customers to accelerate sales from first call to go live is at the heart of our new Sugar 9 release. As a business accelerator and innovator, our mandate is to consistently exceed our customers’ expectations and to thrill them with rapid delivery of new products and capabilities, feature enhanc
Qualtrics
APRIL 9, 2019
In 2019, you can’t afford to ignore online reviews. From restaurants to computer software, consumers flock to online review sites like Yelp, Google Maps, and TripAdvisor to give them advice. In fact, online reviews influence the purchase decisions for 93% of consumers. Online reviews create social proof, increase consumer trust, and they give you a direct line to consumers.
Hodusoft
APRIL 12, 2019
Times have changed and healthcare industries face the pressure of delivering exemplary services to a growing number of patients. Communication is one of the backbones of healthcare services, especially in large multi-department hospitals with a high number of patient footfalls each day. Telemedicine and Virtual Healthcare Contact center solutions for healthcare incorporate features that make telemedicine and virtual healthcare a breeze.
Help Scout
APRIL 11, 2019
In February I took a month off from work — completely off grid. I asked my teammates to remove my access to Slack and I stopped checking my email. I was totally absent from work for the month. It’s been eight years since I co-founded Help Scout, and prior to February, I could count the number of days I spent “off grid” on one hand. Sure, I take vacations.
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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