Callminer
OCTOBER 29, 2018
Eureka Alert combines AI-driven automated transcription, redaction, and alerting to provide real-time direction to contact center agents and supervisors to drive specific outcomes within a call.
Intercom, Inc.
OCTOBER 29, 2018
People sometimes shudder at the thought of working to a deadline. They can be seen as stressful, constraining and often arbitrary. It can feel like delivery dates are chosen on a whim and imposed randomly. When working to a deadline, however, you should never feel that the number of hours worked between now and then is all you can vary to effect the outcome.
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Myra Golden Media
OCTOBER 29, 2018
If you find it hard to get customers to accept your word as final and if too many of your customers just go over your head to talk to a supervisor who will tell the customer the exact same thing, you need to read this. I have for you five little tricks that I share in my onsite de-escalation workshops. These ideas will help you be far more successful in getting customers to accept your word as final. 1.
Fonolo
OCTOBER 31, 2018
Every tech trend has a natural lifespan. It starts on the fringes, builds momentum with early adopters, then moves into the mainstream. Subsequently, you get some start-up successes, then a rush of VC-funded efforts, then an overshoot in expectations, and finally a settling-in to some kind of status quo. Think “P2P”, “big data”, “IoT”, or “blockchain”.
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 Bliss
OCTOBER 30, 2018
In my new 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?
Intercom, Inc.
OCTOBER 30, 2018
The most common way to think about leads is to put them in two buckets: inbound and outbound. The first is owned by marketing and the second by sales. But I’d like to introduce the idea of a third, your invisible leads. These are the invisible buyers who visit your website, check out your product and even research your solution on a site like G2Crowd or LinkedIn, but ultimately, never get in touch.
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
NOVEMBER 2, 2018
Customers make rules for themselves that help them in their buying decisions. Some of these rules are common to many people. Some are specific to individual customers. Do you know what your customer’s rules are? How do you find out how to move your customer experience to the next level. Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free!
Lumoa
OCTOBER 30, 2018
We gathered 15 Customer Experience experts to talk about the latest trends of customer experience in the near future and avoid common challenges. Some hints: big data, omnichannel communications, personalisation, AI and customer-obsessed culture. Make the future of customer experience present in your company already now.
Intercom, Inc.
OCTOBER 31, 2018
We believe that conversational bot technology will be transformative for the businesses that embrace it today. Bots have the power to improve the customer experience at every stage of the lifecycle, from acquisition right through to retention. Earlier this year, we announced the release of Custom Bots , allowing you to create completely customizable chatbots to automate all sorts of user journeys on your website in minutes.
Uniphore
OCTOBER 31, 2018
Before I profess my thoughts on this one, let’s first look to the experts in the field who are implementing RPA. The big consulting shops or boutique services companies who are also fighting for your business. Groups with hundreds of onshore and offshore employees dedicated to building RPA bots for their clients. Surely the truth of this business user RPA battle lies within their four walls.
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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.
ProProfs
OCTOBER 30, 2018
What type of device are you using while reading this article: a desktop, laptop or maybe your smartphone? Do you know the reason why you can easily read through the material using any of the devices mentioned earlier? You can read the article only because it follows a responsive design. When you create an online training course, you need to adopt the same design as well.
Customer Bliss
NOVEMBER 1, 2018
As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. I always say, what’s on the inside, shows up on the outside. How do you hold yourself accountable when managing culture and employee experience?
Intercom, Inc.
NOVEMBER 2, 2018
Mobile formats such as stories have exploded in popularity in recent years, but they raise some interesting design questions – how are they changing the mechanics of mobile interaction? Will they usurp or coexist with the traditional newsfeed? What role do ubiquitous cameras have in shaping how we communicate with these formats? Let’s tease out some of the design issues raised by this phenomenon. ???
Uniphore
OCTOBER 31, 2018
So where do business users fit in this RPA space? Business users have a role to play – and it’s a very integrated role but it is not in developing the automations no matter how good a vendors’ “automation recorder” may be. The business should be the ones identifying the opportunities, documenting the opportunities and be an integral process in the agile process contributing to ongoing process improvement, testing, adoption, etc.
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
NOVEMBER 1, 2018
Consumers love to communicate with each other over text channels and, according to recent studies , they are eager to use this mode of communication to interact with businesses. There are three main forms of text-based communication battling for the future: Messaging, chat, and texting. 1. Messaging . With a very high adoption rate, it’s no surprise that messaging apps have scored billions of steady users.
Myra Golden Media
OCTOBER 27, 2018
A bright young Generation Z professional approached me after a customer service workshop last week in Atlanta and asked me for advice. Here’s one of the smart questions she asked me, “What books would you recommend that my younger self, say my senior year in college, should read? What books would position me to be the most successful version of myself?
ClientSuccess
NOVEMBER 1, 2018
As customer success professionals, we often ask ourselves “Is this what I should be spending my time on?” With so many competing priorities and KPIs, every single decision must be strategic and focused to keep your team and your customers on the right track. Patrick Campbell, CEO and Founder of ProfitWell, a SaaS analytics platform , takes this uncertainty a step further.
Uniphore
OCTOBER 31, 2018
Why do we want business users to build RPA bots in the first place? It’s no secret and I hear it in almost every organization I have observed throughout my tenure and it is a big reason why RPA (although existed for 20+ years) suddenly became mainstream a few years ago. The fact that in an organization, traditionally IT and business have not always seen eye to eye (I know, shocker right) and in many cases have not even looked each other in the eye for quite some time.
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.
Lumoa
OCTOBER 31, 2018
Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX transformation is no longer a nice-to-have, it's a necessity” – states Forrester , one of the most influential research and advisory firms in the world.
Customer Service Life
OCTOBER 29, 2018
This article was originally published on August 15, 2018 on CustomerThink as part of Jeremy’s regular advisor column. Click here to read the original post. I’ve found the topic of support channel mix to be an interesting study in organizations. Traditional channels can be categorized a few different ways. Phone and video are live channels that use both spoken and nonverbal communication.
TeamSupport
NOVEMBER 2, 2018
When it comes to the specifics of working with customers, you’ll see a wide variety of terms thrown around. Phrases such as “customer care” , “customer support” , and “after-sales service” are all frequently used, but there are a few terms that truly stand out in their meaning (despite the confusion surrounding them). These phrases, “customer service”, “help desk”, and “customer success” are among some of the most commonly used phrases in the industry.
Uniphore
OCTOBER 30, 2018
$3B valuations on <$100M in revenue, marketing videos of people building RPA solutions while riding in race cars, suspended from cranes or while doing flips in an airplane… enough is enough. All this hype is grabbing headlines but what should grab your attention is the results of four recent VOC RPA surveys… all in agreement on one frequently overlooked red flag, RPA is not scaling.
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
UJET
NOVEMBER 1, 2018
Live chat is one of the most popular support channels in 2018. With the ability to provide quick and simple solutions, 79% of customer s say they prefer to use live chat for their inquiries. With this increase in popularity , live chat support is no longer being seen as a differentiator. Customers expect your company to provide it.
Fonolo
OCTOBER 30, 2018
Consumers love to communicate with each other over text channels and, according to recent studies , they are eager to use this mode of communication to interact with businessess. There are 3 main forms of text-based communication battling for the future: Messaging, chat, and text. Messaging: With a very high adoption rate, it’s no surprise that messaging apps have scored billions of steady users.
The DiJulius Group
OCTOBER 31, 2018
One of my favorite sayings when it comes to customer service is this: “The best customer service companies are the best storytelling companies.” All companies should strive to share stories that paint the picture of the great things their team members do. But, collecting those stories can really pose a challenge. Here are two ways. Read Full Article.
Uniphore
OCTOBER 30, 2018
In short, RPA vendors provide no code (optional low code) design platforms that are often marketed to business users but are better matched with someone in the organization who has past experience developing software. Yes, someone with an IT background is an ideal candidate despite the features and “ease of use” marketing points that are constantly hitting your inboxes and social media feeds.
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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.
Chip Bell
OCTOBER 30, 2018
Halloween is coming soon. Kids are starting to think about “who ‘ya gonna be this year,” doorbells and knocks, candles in pumpkins, goblins and witches, bats and spiders, oh my! Parents are thinking about sugar highs, yard decorations, and too many visitors. But, the phrase that most characterizes the season of scare is “trick or treat.” The front door command literally means, “Give me a treat or be prepared to be the victim of my trick.”.
Hodusoft
NOVEMBER 2, 2018
Reach. Businesses must reach existing and potential customers and do it before others get there first and do so effectively at a low cost. The solution is voice broadcasting. A sophisticated yet simple to use voice broadcasting solution does more than just send recorded voice messages to a select target audience. It is simple in that it is a hosted voice broadcasting software which means you do not need to install any additional hardware.
Confirmit
OCTOBER 30, 2018
"The sophisticated Confirmit dashboard enables us to parse the data by product, geography or even business process, such as a claim or a call center query. With three clicks of a button instead of three days of analysis, a regional manager can gauge a group’s performance." — Seth Hall , VP Customer Service. DOWNLOAD. Challenge. Previously expected market share was no longer guaranteed and the competitive landscape began to get crowded.
Help Scout
OCTOBER 30, 2018
If building an amazing team is critical to a company’s success, why is the bar so low for recruiting and hiring? Plenty of us have received at least one horrible cold outreach email from a recruiter that’s made us lol, or applied to a position only to never hear from the company. The research shows that the tech talent pool is small and competitive , and that companies must constantly evolve their benefits and culture to attract and maintain these niche skilled employees.
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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