Callminer
MARCH 2, 2020
Solving a caller’s problems quickly can significantly improve their perception of your organization’s overall quality and competency. However, achieving the fastest possible resolution speed – over the course of a single call – can prove to be more complicated than it seems. There are many variables involved in handling customers’ calls efficiently enough to resolve them without need for additional contact to be made on their part.
Intercom, Inc.
MARCH 3, 2020
We know it’s hard to apply and interview for a new job. So if you’re considering a design job at Intercom , we won’t make it harder by forcing you to read our minds or guess about what we value. Instead, we’ll tell you exactly what we look for – and why it matters to us. When you interview for a design job, the process is usually mysterious: did you say the right things?
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Beyond Philosophy
MARCH 2, 2020
We have all been in line or on hold for customer service , waiting for a company to get back to us. We tap our toes and roll our eyes as we wait. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. Or are they? Last February, the Harvard Business Review (HBR) published, “ Why is Customer Service so Bad?
Taylor Reach Group
MARCH 6, 2020
By Colin Taylor. We certainly are living in interesting times. This is unquestionably the best time to ever have lived as a human being; not so good for other species perhaps. Yet we are regularly faced with new issues and challenges that can impact both our personal and business lives. The current challenge is how we prepare for, yet hope to avoid, COVID-19, the novel coronavirus that is rapidly approaching pandemic status.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Callminer
MARCH 6, 2020
Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. While technology such as automated scorecards , speech analytics , and other tools enable managers to monitor agent performance objectively, customer service managers must be highly organized and have the ability to provide constructive feedback to motivate their teams to
Uniphore
MARCH 5, 2020
By definition, a crisis means there’s no time to plan. Even top teams fail to understand what it takes to plan for disruption. That’s why so many businesses were caught flat-footed during this recent coronavirus outbreak. Read More.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Navedas
MARCH 4, 2020
International Women’s Day is March 8th, a prime time to check in with how far we have come in female CX with buying power, challenges and CX solutions. The post Female CX: Buying Power, Challenges and Solutions – The Now is Female appeared first on Navedas.
Callminer
MARCH 6, 2020
Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. While technology such as automated scorecards , speech analytics , and other tools enable managers to monitor agent performance objectively, customer service managers must be highly organized and have the ability to provide constructive feedback to motivate their teams to
Uniphore
MARCH 3, 2020
As businesses grapple with the economic impact of this latest health scare, customer call centers are dealing with the people side of things. Customers are anxious; call volume is high. Read More.
Intercom, Inc.
MARCH 5, 2020
?. Jasmine Friedl, Intercom’s Director of Product Design, grew up in one of the most niche environments one could imagine: the daughter of homeschoolers in northern Wisconsin. At various points, she attended a Mennonite school, then a conservative Christian high school where her graduating class was just 16 students strong. Most of the female role models in her orbit were either teachers or stay-at-home moms.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
Gainsight
MARCH 6, 2020
Last Friday, as the COVID-19 anxiety was just starting to take over the national conversation in the US, a teammate asked me a simple question: “Have you ever been through something like this?”. My glib retort was, “No—actually this is my first worldwide pandemic. I was pretty young during the 1918 Spanish flu!”. But even as those words were coming out of my mouth, one of my most indelible memories was waking up.
Callminer
MARCH 5, 2020
We reached out to a panel of hiring managers to find out which interview questions are most useful when interviewing for customer service managers.
Uniphore
MARCH 2, 2020
We see this every day. The push/pull between technology and human emotional intelligence. The IT department may run the systems, but it’s the CEO who’s responsible to stakeholders -- all stakeholders. We must remember technology is a tool that should improve, enhance, reduce something related to people. Read More.
Fonolo
MARCH 4, 2020
“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. I sat down in conversation with Sidhu at the tail-end of 2019, the year that his team took home the prestigious Customer Obsessed Award from the Customer Service Professionals Network (CSPN) annual conference
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
The DiJulius Group
MARCH 4, 2020
1. Customer Service Feature Story It Is Time To Recession Proof Your Business I am probably one of the few business owners that actually like a recession, in some cases, prefer it over a booming economy. I know that may sound crazy, but when you really consider the advantages and disadvantages of both a great. Read Full Article. The post It Is Time To Recession Proof Your Business appeared first on The DiJulius Group.
Callminer
MARCH 1, 2020
Here are some tips and ideas that you can implement today to directly improve the first call resolution rate in your contact center.
C3Centricity
MARCH 2, 2020
I’ve been involved in hundreds of successful project management initiatives over my career. I’ve been the leader, sponsor or team member, which means that each time I had different responsibilities. What they all had in common was the desire to get the project approved quickly and easily, with the right resources of people, time and money. There are many reasons why projects fail and I’ve experienced many of them over my career!
Fonolo
MARCH 6, 2020
These days, the odds are pretty high that a business will have a presence on social media, interacting with customers and promoting their product. If you are just getting started or you haven’t considered how you can use social media to benefit your business, it’s time. A lot of consumers use social media platforms to engage with brands because it’s faster than sending mail and calling someone on the phone.
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
Totango
MARCH 6, 2020
Voice of the Customer best practices turns words into action. The feedback your VoC efforts provide are the unique perspective of your own customers, and the actions you take based on that feedback add value to their experience. Today’s on-demand, subscription-dominated marketplace requires that enterprises pay closer attention to what their customers want from their products—and there’s no clearer indication than their own words.
Callminer
MARCH 1, 2020
Time to reflect, as this time last week we held the first event of this years’ LISTEN World Tour in central London, to great success.
Customers That Stick
MARCH 5, 2020
In this One Win Book Review, we take a look at The Effortless Experience by Matthew Dixon, Nick Toman, and Rick DeLisi. Check out the video below to hear Adam’s one win that you can take away from The Effortless Experience to improve your organization’s customer experience and customer service. About The Effortless Experience. FROM THE PUBLISHER: The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it.
Heart of the Customer
MARCH 5, 2020
I remember the joy of getting a new Lego set as a kid, and I see the same joy in my kids now, when they do. It’s hard to contain the temptation to rip the box open, dump the pieces out, and start building. Inevitably, I’d end up with something that kinda sorta looked like […]. The post Make the Most of Your CX Toys – er, Tools appeared first on Heart of the Customer.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
DMG Consulting
MARCH 1, 2020
Voice Self-Service Has Become More Popular—and It’s About to Get Much Better. 2/7/2020. By Donna Fluss. View this document on the publisher’s website. F or decades, interactive voice response (IVR) systems, including those that were speech-enabled, were greatly disliked by users, even as adoption continued to grow. Some might say adoption grew because live agent support wasn’t much better and that using an IVR didn’t require waiting on hold, so it became a convenient habit.
Totango
MARCH 3, 2020
Attracting new customers is always cause for celebration, but in today’s customer-centric economy, it is not enough to bring in fresh faces. You need to justify your existence to customers at every step, including during onboarding. Once new customers are onboarded, you need to retain them. The real CS works starts post-customer acquisition. As an organization, you need to constantly ensure that customers’ desired outcomes and objectives are met, and that they’re getting something out of your pr
Customers That Stick
MARCH 3, 2020
Do our customers have hot buttons? Types of interactions that immediately trigger a negative emotional reaction? When I ask these questions in our customer service trainings , the answer is always YES. However, we often tend to thing of these triggers as individual. But this is only one type of trigger. Each person has their own triggers that set them off, and one of the most important things we can do in customer experience is learn about our customers, what their preferences are, what drives t
PeopleMetrics
MARCH 4, 2020
Closing the loop arguably drives the greatest ROI with VoC programs. Here's how it works: when an individual customer has a problem, the front line of the operation is notified and can follow up to make things right. In other words, operators are able to “close the loop” with the customer, resolve any issues, and reduce the chance of churn. Closing the loop may not sound like a big deal, but fifteen years ago, when CX measurement was owned by market research, this kind of individual customer fee
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Chip Bell
MARCH 3, 2020
I was driving from Portland to Corvallis, Oregon, to deliver a keynote. It was early morning with light snow. In the distance, I could see that all four lanes of traffic had stopped. I assumed it was a car wreck. I was pleasantly surprised. A mother doe and her two fawns were slowly crossing the freeway. They had found a break in the fencing and took a shortcut.
Totango
MARCH 3, 2020
Hi, When we started our winter release journey to Jasper, I mentioned we would have lots of surprises in store. Today we have more exciting news for you! Outcome SuccessPlans & Customer Portal. You can now manage long-term plans for your accounts using the Plan tab in the account profile, benefiting both your internal team and your customers. This enables you to document objectives and the SuccessPlays and tasks driving them for your customers, giving your entire team visibility and the abi
Customers That Stick
MARCH 6, 2020
Yes, you should absolutely send a cover letter. Why? Because today, so many other people aren’t. It makes you stand out. It shows you’re professional. It shows you’re willing to go the extra mile. That’s what customer service is about, being willing to go the extra mile for customers. If somebody is not willing to do that for their own career, a hiring manager is going to assume that they are not going to do it for customers.
TeamSupport
MARCH 6, 2020
As a customer, hearing the answer “go read this self-service article” from a support agent can be a frustrating experience. So many companies do self-service poorly that this type of response can feel like the agent is brushing the customer aside to focus on another issue. However, a great self-service experience can change this feeling of being ignored to one of feeling satisfied and empowered.
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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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