Intercom, Inc.
DECEMBER 21, 2020
This was a year when it felt like history was unfolding in real time – rather than the narrative of our time taking shape gradually over months and years, events were seemingly getting inscribed straight into the collective memory every day, or sometimes every hour. Such turbulence is never pleasant to live through – we crave a steady, predictable pace of progress, and above all we crave a sense of control over that progress.
Callminer
DECEMBER 20, 2020
Read this article to learn how to identify, support and retain vulnerable customers.
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eglobalis
DECEMBER 21, 2020
IoT Is Transforming Operations, Customer Experience and Employee Experiences, Efficiency and generating Growth. The post IoT Is Transforming Operations, Customer and Employee Experiences, and Generating Growth appeared first on Eglobalis.
Heart of the Customer
DECEMBER 21, 2020
Given the year we’ve had, we need to talk hygiene. Because I suspect you’ve been neglecting it. Not because of the sweatpants you wore in that Zoom meeting, or that you don’t always sing “Happy Birthday” twice when you wash your hands. I mean digital hygiene, and the need to clean your data. Each of […]. The post 2021: The Year of CX Data appeared first on Heart of the Customer.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Intercom, Inc.
DECEMBER 22, 2020
This year, we launched Scale , a new content strand focusing on how industry leaders are propelling their companies forward by keeping their customers front and center. . When we created Scale, we had no idea what the year would hold in store; we simply knew that investing in long-term customer relationships was the key to success. As it happens, 2020 has only reinforced this, by highlighting again and again the importance of strong customer relationships as the structural foundation on which so
Customer Service Life
DECEMBER 23, 2020
I just love Christmas movies as evidenced by the dozen or so that I dust off and watch every December. In past years I’ve written about National Lampoon’s Christmas Vacation , The Holiday , and Arthur Christmas. This year I set my sights on quite possibly the most loveable character in any Christmas movie — Buddy the Elf from the movie Elf. As I’ve spent time reflecting on Buddy, it’s clear to me that he worked in a contact center at some point in his life.
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
DECEMBER 19, 2020
I have a new book called Happy Employees Make Happy Customers. To summarize it, the book is about how Customer Experience exists within an ecosystem, and policies and procedures to manage it are not enough. If you want to have great experiences, you need to look out for your employees. If employees are happier, then they will provide better experiences for your customers.
Zonka Feedback
DECEMBER 24, 2020
We have got an opportunity to be proud once again! We are more than happy to announce that Zonka Feedback has been again named as " High Performer" in the G2 Grid Report in the 'Experience Management' Category for Winter 2021.
Astute
DECEMBER 21, 2020
Wondering how to use AI in your business to operate more effectively during a pandemic? Check out 5 ways companies are using AI. The post 5 Ways Businesses Are Using AI to Communicate Effectively During a Pandemic appeared first on Astute.
Taylor Reach Group
DECEMBER 21, 2020
. By Peg Ayers. With the holiday season upon us and New Year’s Day coming up, it’s easy to say, “Let’s just get out of this ridiculous year! I don’t want to give 2020 another thought! I’m looking to the future.” Focus on the future is great, but let’s not forget the lessons we’ve learned this year—especially the one that says, “Be prepared, because you really never know what will happen next!”.
Speaker: Jason Cottrell and Brian Walker
Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.
Beyond Philosophy
DECEMBER 19, 2020
Designing Country Culture into Your Global Experience. A dull and awkward presentation in Singapore many years ago taught me an important life lesson: One must know the local culture when presenting an experience to people to evoke the desired response. In this case, I didn’t realize it was going to be different to presenting in the USA or UK.
Zonka Feedback
DECEMBER 23, 2020
Net Promoter Score (NPS) is widely used among businesses to measure the experience and satisfaction level of customers. Using the simple NPS question “How likely are you to recommend us to a friend or colleague?”, rated on a scale of 0-10, you can easily measure customer loyalty. However, while using the Net Promoter Score , a key factor that you need to determine is when you want to conduct the NPS Survey - on regular intervals like monthly, quarterly or annually, or after an event or transacti
Zendesk
DECEMBER 23, 2020
When you think of customer service enablement, what’s the first thing that comes to mind? Whatever you just thought of, I’m going to go out on a limb and guess it wasn’t, “Yes, customer service enablement is my favorite!” and that’s likely because not too many folks know about it and even fewer companies are investing in it.
VOZIQ
DECEMBER 22, 2020
The pandemic has changed customers as we knew them. Understanding customer expectations and retaining will be critical. As a customer focus leader, we know re-evaluating your customer retention strategy will play a decisive role in 2021. McKinsey recommends that building integrated customer insights and creating actionable engines are the optimum solution to advance the customer retention strategy.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Hodusoft
DECEMBER 24, 2020
To ensure the effectiveness and efficiency of a call center, it is vital to analyze the call center’s Key Performance Indicators (KPIs). Though call center managers, supervisors, or decision-makers are aware of the importance of analyzing call center KPIs, however, they may not be so clear about which call center metrics to measure and track. Here are some of the top call centers KPIs that every call center must analyze to improve their performance and track success.
Zonka Feedback
DECEMBER 22, 2020
Detractors are customers that are, generally speaking, unhappy and dissatisfied with your business. They are likely to not be willing to recommend your business and services to others and in fact, share their disappointment with their friends and family. Because Detractors can be harmful for your business, they require immediate attention. Nobody in business likes angry, miffed or unhappy customers.
ProProfs
DECEMBER 24, 2020
Table of Contents. Introduction. What is OSHA Compliance Training? What are the Most Frequently Cited OSHA Standards? OSHA Training Requirements: A Checklist. How to Create an Effective OSHA Training Program. Benefits of OSHA Compliance Training. Best OSHA Course. HR Managers’ Roles in OSHA Compliance. OSHA Compliance Training Certification. Conclusion.
The DiJulius Group
DECEMBER 24, 2020
A lot of companies talk all the time about how they can be the brand CUSTOMERS can’t live without. But one of the cornerstones of world-class customer experience is to be the brand EMPLOYEES can’t live without – because happy employees make happy customers. In order to be the brand EMPLOYEES can’t live without, you. Read Full Article. The post How to Be The Brand EMPLOYEES Can’t Live Without appeared first on The DiJulius Group.
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The Customer Service Blog
DECEMBER 21, 2020
Would you like to be a business writer? The Customer Service Blog has 150,000 readers across the globe, making it a great way to get your articles seen by a large international business audience. We've got a team of enthusiastic worldwide business writers contributing articles to this blog - and we want more! How about you? Submitting an Article 1. It should contain between 550 to 850 words and must be directly relevant to customer service, customer loyalty, or customer satisfaction. 2.
Zonka Feedback
DECEMBER 23, 2020
Net Promoter Score (NPS) is widely used among businesses to measure the experience and satisfaction level of customers. Using the simple NPS question “How likely are you to recommend us to a friend or colleague?”, rated on a scale of 0-10, you can easily measure customer loyalty. However, while using the Net Promoter Score , a key factor that you need to determine is when you want to conduct the NPS Survey - on regular intervals like monthly, quarterly or annually, or after an event or transacti
Chip Bell
DECEMBER 21, 2020
Fireside chats can generally yield surprising depth and insights. When the chat leader is a CEO and the audience includes high-potential leaders at an executive training retreat, it can be doubly poignant and powerful. Fireside chats afford a crucible for candor and a forum for authenticity. Ten years ago, I was a trainer at the retreat and a guest at the after-dinner fireside chat.
Qualtrics
DECEMBER 22, 2020
Discover why universal human behavior traits are key to a successful XM activation. Experience management (XM) is becoming increasingly vital to organizations’ long-term business success. Understanding human behavior – how and why people act the way they do – can help you design and execute more emotionally engaging experiences. Why human behavior is important to XM.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
The Customer Service Blog
DECEMBER 22, 2020
The Customer Service Blog has just hit a new milestone. This is our 300th article since we began publishing on 2nd June 2016. That's an average of nearly 6 articles every month. And our readership is growing very fast. As of today (22nd December 2020) we have got just under 150,000 readers across the globe, including over 35,000 readers in the UK and over 31,000 readers in the USA.
Knowmax
DECEMBER 22, 2020
Top reasons why email management software is a critical business application.
SugarCRM
DECEMBER 22, 2020
Have you ever wanted to track all the changes that occur to specific fields in Sugar? In today’s blog post we will talk about Sugar Studio feature called “Field Auditing” Its goal is to enable users to view the history of changes easily via each record’s audit log. This blog post will walk you through the process of adding fields to a module’s Audit Log.
Qualtrics
DECEMBER 22, 2020
As part of our Breakthrough Builders podcast series , our VP of Tech Jesse Purewal chats with Kristine Chin about how she uses delightful persistence to get things done, and which company’s customer experience she finds completely amazing. Listen to the complete podcast episode of Breakthrough Builders with Kristine Chin. Early reflections. The Oakland Firestorm of 1991 destroyed 1,520 acres and more than 3,000 homes, upending the lives of thousands of residents, including University of Califor
Speaker: Blackberry, OSS Consultants, & Revenera
Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?
The Customer Service Blog
DECEMBER 21, 2020
Are you giving or receiving a new Apple iPhone for Christmas? Without wanting to spoil your enjoyment of the product, you might want to first reflect on where it’s come from and who made it. The Apple iPhone is made at several different factories around China, but for many years it has mainly been produced at Foxconn’s vast flagship plant, just outside Shenzhen.
Knowmax
DECEMBER 21, 2020
What is proactive customer service and how can it benefit your business?
eglobalis
DECEMBER 25, 2020
Adopting AI Responsibly to Prevent Risks to Your Brand and Customer Experience , employee experience , artificial intelligence , ethics , customer centricity. The post Adopting AI Responsibly to Prevent Risks to Your Brand and Customer Experience appeared first on Eglobalis.
Qualtrics
DECEMBER 22, 2020
As part of our Breakthrough Builders podcast series , our VP of Tech Jesse Purewal chats with Kim Malek, CEO and Co-Founder of Salt & Straw on how she had the courage to sink her life savings into a long-held dream, and how she knows that a scoop shop can change the world. Listen to the complete podcast episode of Breakthrough Builders with Kim Malek.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
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