Inside Customer Service

MARCH 11, 2021

This past year has been tough on contact center agents. The pandemic shifted more agents to working at home. Those who were at home already likely had their lives disrupted in some other way. Some contact centers endured unimaginable spikes in volume. Others saw their businesses dry up and were forced to lay people off. A report from Benchmark Portal found that agent satisfaction has remained fairly high.

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Contact Center Customer Feedback Gaming Customer Service 252

Intercom, Inc.

MARCH 10, 2021

When you’re working in a fast-paced industry, it’s all too easy to reach burnout no matter what role you’re in. And when you work on multiple concurrent projects and across lots of teams, the risk of burnout isn’t just high, it can feel inevitable. Many individual contributors (such as researchers, visual designers, content strategists, data scientists) who work horizontally across teams can be viewed as an infinite resource.

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Callminer

MARCH 8, 2021

Learn how AI and other technology can help support collections organizations. CallMiner will be speaking at the Collections Technology Think Tank 2.0 on March 18.

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Technology Technology AI 182

Heart of the Customer

MARCH 9, 2021

How would you respond if your deliberately behind-the-scenes customer experience efforts were suddenly thrust to the foreground? That’s the challenge Office Pride Commercial Cleaning Services’ CEO Todd Hopkins faced when COVID changed the way we all think about cleaning. I met Todd after customer service guru Shep Hyken recommended him in response to my call […].

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Customer Service Customer Experience B2C Customer Relationship 174

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

Shaun Belding

MARCH 8, 2021

Customer service training needs to be on your short-term bucket list Reprinted with permission from Winning at Work Back in the olden days — say, five years ago — customer experience was recognized as the great competitive differentiator. The experience organizations provided for customers was a powerful force that made them stand out. The […].

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Intercom, Inc.

MARCH 9, 2021

With customer expectations soaring higher than ever, how do you achieve fast, meaningful support, at scale? The world’s most customer-centric teams are turning to conversational, messenger-based support – and you can learn the proven strategies to do the same in our newly published Ultimate Guide to Conversational Support. Until recently, most support teams faced an impossible choice – stay personal with customers or get efficient as a team.

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Customer Expectations Customer Experience 170

Heart of the Customer

MARCH 12, 2021

Operational mistakes happen. If a company handles them well, customers will forgive the occasional lapse. But UPS’s recent operational lapse on a very sensitive item actually went from bad to worse. The good news is, we can learn from their mistakes to produce a better emotional outcome for our customers. And that outcome matters: When […]. The post UPS Fail: Mishandled With Care appeared first on Heart of the Customer.

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B2C Customer Satisfaction CX Customer Experience 167

Taylor Reach Group

MARCH 8, 2021

By Peg Ayers. The decision to engage a contact center consultant is not made lightly. Discussions may take place over weeks, months or even years, identifying problems in need of solutions, perhaps trying ideas that don’t solve those problems, and eventually deciding experts are needed. Here at The Taylor Reach Group, for example, we are often called in to complete Strategic Assessments, where we analyze all aspects of a contact center and make a significant number of transformational recommen

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Intercom, Inc.

MARCH 11, 2021

On the surface, B2B customer support issues might look quite different from those of B2C. Typically, B2B issues can be more complex, require the collaboration of a lot more departments within the company, and are often in direct dialogue with the consumer, rather than a buying team or committee. But despite these differences, Farhan Virji , VP of Customer Happiness at Later , believes that there is actually quite a lot that B2B support teams can learn from their B2C colleagues.

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The DiJulius Group

MARCH 10, 2021

6 Quick Tips to Help you Make Price Irrelevant 1. Customer Service Feature Story Q: What kind of customers do you want to attract? A: “I want a bunch of Tesla driving, Peloton riding, Starbucks drinking, Apple using, lululemon wearing customers.” Q: How do you attract them? A: “Not by running discounts; this type of. Read Full Article.

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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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Steven Van Belleghem

MARCH 12, 2021

What’s going on with the rise of branded coins and NFT? Most of you have been following the evolution of ‘traditional’ crypto-currencies like Bitcoin and Ethereum. In the past few weeks and months two new trends have started to emerge. The rise of branded coins. In the past few weeks, different people in the digital content creation world have launched their own crypto-currency.

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Zendesk

MARCH 12, 2021

In late January 2021, CX executives and industry leaders gathered for an intimate conversation with CNN anchor Fareed Zakaria, author of 10 Lessons for a Post-Pandemic World , to discuss the challenges that business leaders currently face. Zakaria’s book spans political, socioeconomic, environmental, and public health considerations and shows us how business and world events are inextricably tied.

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Ameyo Callversations

MARCH 11, 2021

The COVID-19 pandemic acted as a catalyst in the revamping of the BPO sector. With an urgent need to move operations remote, we saw many traditional BPOs going through digital transformation. At the start of the pandemic and its peak, things were looking bleak for the BPO industry so much so that a poll conducted by Deloitte in April 2020 showed that 32% of businesses believe the end of the pandemic will bring with it a reduction in outsourcing.

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TeamSupport

MARCH 10, 2021

“ While virtually all customer success management initiatives start out as “ churnfighters ,” you can’t stop there. The challenge is to gather and use the data from every interaction to move your team out of reactive mode and into far more effective proactive stances.” 1. That’s part of the definition of Customer Success as given to us by the Customer Success Association.

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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

Steven Van Belleghem

MARCH 11, 2021

A couple of weeks ago, Peter Hinssen and I were invited by our good friend Jeremiah Owyang to join the Rally.io platform. Rally is one of the platforms that offers content creators and brands the opportunity to create their own branded coin and it is funded by the renowned VC Andreessen Horowitz. Peter and I have visited their Silicon Valley HQ on many occasions.

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Experience Investigators

MARCH 8, 2021

“ Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos) . The late, great CEO of Zappos promoted this idea and he was absolutely right. To deliver exceptional customer experiences, everyone in your organization needs to be on board. But what does that mean? And what’s most important to prioritize in education?

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Customer Experience Customer Journey Map Education Artificial Intelligence 98

ClientSuccess

MARCH 8, 2021

Customer Success Managers (CSMs) field requests from every angle every single day. From upsell inquiries from sales to feature testing requests from product to the all-consuming customer requests, it is a lot to deal with. But one department tends to trickle through the noise with surprising clarity: marketing. Customer marketing is key. Your current customers are one of the best marketing channels available, regardless of your industry or product vertical.

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Beyond Philosophy

MARCH 6, 2021

In the UK, there is a lot of talk about how to come out of the pandemic stay-at-home orders now that more people have been vaccinated. The idea of a vaccine passport has been circulating, which would allow those that are vaccinated to do things unvaccinated people cannot. However, some think that vaccine passports are discriminatory, particularly as it pertains to getting a job.

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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

Steven Van Belleghem

MARCH 9, 2021

What is Clubhouse? I loved the The Guardian ’s description of ClubHouse: “Part talkback radio, part conference call, part houseparty , Clubhouse is an audio-chat-based social networking app”. Users can listen in to conversations, interviews and discussions between interesting people on various topics – it is just like tuning in to a podcast but live and with an added layer of exclusivity.

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Customer Experience Event Planning Social Media 98

Totango

MARCH 12, 2021

A customer journey map template lays out a path to optimal outcomes promoting client retention. Here we’ll cover an eight-step approach to creating a customer journey map that encompasses all stages of your customers’ experience, including pre-sales and post-sales experiences. We’ll also provide a customer journey map template you can adopt and adapt to optimize your customers’ experience and increase client retention.

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Customer Journey Map Net Promoter Score Customer Retention Sales 66

Zonka Feedback

MARCH 11, 2021

Net Promoter Score® (NPS) is a measurement of Customer Loyalty, and if you think about it from that perspective, improving NPS should be straightforward — employ strategies to keep customers happier, turn detractors and passives into promoters and that's it! You're on your way to a better NPS Score. But in reality, it's a bit more complicated. What strategies should you employ?

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Net Promoter Score NPS Customer Loyalty Customer Experience 69

CallCare

MARCH 10, 2021

At CallCare, we’re proud to be one of a select group of outsourced contact centre and customer service providers in the UK that are regulated and authorised by the International Organization for Standardisation (ISO). This accreditation demonstrates our commitment to working to the highest standards and it can give you even greater confidence in the services we provide.

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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

MARCH 7, 2021

Can B2B companies use the same customer experience strategies as B2C companies? The short answer is “yes”. B2B organizations can indeed use the same type of CX strategies as B2C companies. But it’s also a lot more complex, as they are very distinct types of markets. The biggest difference between them might be that the human relations in a B2B market are incredibly strong.

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Totango

MARCH 9, 2021

Do you have a favorite business? Perhaps a local restaurant where you’re greeted by name and immediately handed your beverage of choice. Or maybe there’s an online retailer who provides quick shipping and goes above and beyond to correct any issues. Or it might even be your trusty handyman who always makes himself available when the refrigerator breaks or the kids toss a ball through the kitchen window ( again ).

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Net Promoter Score Start-ups Retail Customer Retention 65

DMG Consulting

MARCH 11, 2021

DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report. New-gen WFM uniquely positioned to address pandemic-related challenges. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2021 – 2022 Workforce Management Product and Market Report. When: Today, 11 March 2021.

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Zendesk

MARCH 12, 2021

In 2020, companies made seismic shifts in how they do business as the impacts of COVID-19 transformed customer expectations and workplace dynamics, virtually overnight. Being digital-first and, in many cases, digital-only meant companies had to rapidly acquire new technologies to reach customers and connect remote teams. 98% of mid-to-large-sized companies implemented new tools or processes. 89% of leaders at mid-sized companies and 91% at enterprise businesses say the pandemic sped up technolog

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CX Customer Expectations Technology Technology 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.

AI

CallCare

MARCH 12, 2021

At CallCare, client satisfaction is one of the most important metrics showcasing the success of our renowned services. Learn more about three of our services that are a part of our bespoke solutions. Whilst being some of our most common service solutions, Telephone Answering, Virtual Reception and Virtual Switchboard may share some similarities, but here we discuss the differences.

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Customer Experience 52

The DiJulius Group

MARCH 11, 2021

Imagine a world where human connection becomes completely electronic. We’re actually beginning to see that happen now. There will come a time when that deep, spiritual exhaustion wears and descends on a culture. It will begin to blame external circumstances for internal performance. When that happens, it becomes a culture of victimization and apathy.

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Hodusoft

MARCH 9, 2021

The automobile industry is unlike any other in the way it operates. Manufacturing depends on in-house production as well as procurement through OEMs and the operation itself may be decentralized. Further, sales do not take place directly to customers but do so through a network. Service and maintenance are crucial aspects addressed through dealers offering service as well as through third party services.

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Manufacturing Contact Center Retail Social Media 52

Zendesk

MARCH 12, 2021

In 2020, companies made seismic shifts in how they do business as the impacts of COVID-19 transformed customer expectations and workplace dynamics, virtually overnight. Being digital-first and, in many cases, digital-only meant companies had to rapidly acquire new technologies to reach customers and connect remote teams. 67% of SMBs implemented new tools or processes. 50% of SMB leaders say the pandemic sped up technology adoption.

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CX Customer Expectations Technology Technology 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