Callminer
OCTOBER 6, 2020
Read this blog to see how customers rate CallMiner across speech analytics, contact center operations and quality of support on G2.
Intercom, Inc.
OCTOBER 6, 2020
Our work lives are riddled with anxieties. Many of them are natural and fleeting, and we deal with them. One that can haunt people, however, is impostor syndrome. The belief that we are a fraud, doubting our accomplishments and talents. “If you’re anxious about your abilities a lot of the time anyway, you’re 1,000x more so when performance review period comes around” Each year (twice a year in my case), that feeling is amplified considerably by the dreaded performance rev
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Beyond Philosophy
OCTOBER 8, 2020
You might have noticed that the global pandemic isn’t doing much for your bottom line. You might also be wondering how you can reduce costs to save your assets—even when the economy is robust and healthy. Today, we offer you the five rules of reducing costs to help you make it through what we will likely call the COVID-19 Recession. We discussed these five rules on a recent podcast.
Win the Customer
OCTOBER 6, 2020
Customer service is one of the most important things to get right as a business – these moments of interaction with customers and clients leave a long lasting impression in individual hearts and minds. The sum total of these impressions is incredibly important to how your brand is perceived, and as people become more outspoken than ever on digital platforms, that counts.
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
Callminer
OCTOBER 5, 2020
Read this article to learn the most overlooked obstacles for organizations when it comes to AI ethics and AI bias.
Intercom, Inc.
OCTOBER 8, 2020
Freemium’s a great way to acquire lots of customers relatively quickly and easily, but the job of converting them to using a paid product is where the rubber meets the road. And the challenge is a lot harder in an enterprise context, where the buyer and the user aren’t necessarily one and the same person. Many businesses struggle to strike a balance between freemium’s light-touch customer engagement with the more involved enterprise sales process.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Fonolo
OCTOBER 8, 2020
Can we all agree that being stuck on hold with a company is one of the most frustrating experiences? . Despite this shared sentiment, hold time is still a standard practice in customer service. So, businesses worldwide experienced a rude awakening last March when the COVID-19 pandemic struck, causing overwhelming call volumes and incredibly long queues for panicking customers.
Callminer
OCTOBER 7, 2020
This article outlines 25 key contact center interactions and judgments AI cannot handle as well as humans can.
Intercom, Inc.
OCTOBER 7, 2020
In the not-too-distant past, customer support was seen as a hassle, a cost that had to be borne but which was really just a tax on success. If it wasn’t for those pesky customers with problems, profits would be through the roof, right? There is no escaping the fact that supporting your customers costs money. But with customers expecting faster and more personalized experiences, providing great conversational customer support is no longer optional – it’s essential to business survival. “Sup
Taylor Reach Group
OCTOBER 7, 2020
By Peg Ayers. I once sat in on a conversation between the Director of Human Resources (HR) and a Contact Center Manager who was losing his job as part of a reduction in force. The HR guy went on at length about how bad he felt about this, and how much he regretted having to do it, to the point where the manager being terminated finally said, “Could you just fire me and be done?”.
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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.
Fonolo
OCTOBER 6, 2020
You probably don’t realize it, but your employees are losing you customers right now. And that’s because your employees don’t just impact customer perception — they’re the driving factor. If you don’t acknowledge this, your business will perpetually struggle. Here’s how your employees affect the way customers perceive your brand.
Myra Golden Media
OCTOBER 9, 2020
Getting customers to accept your word as final comes down to two things: A strategic framework and confidence. In this video, I walk you through four steps that put you in confident control and position you to move the conversation to closure. Here are the four steps: Be clear Acknowledge concern Manage expectations Guide to next steps. Grab your slides from this video for quick reference to the four tips.
Heart of the Customer
OCTOBER 3, 2020
There’s no doubt about it – culture change is sexy. So sexy, that it’s where most customer experience programs focus. But starting with culture is putting the cart before the horse. And we all know you’re not going to get anywhere that way. In this final post in my CX-focused series on applying John Kotter’s 8 Steps […]. The post Culture Is the Cart, Change Is the Horse appeared first on Heart of the Customer.
Totango
OCTOBER 6, 2020
Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals. Customer support is reactive and acts as a resource for clients to use when they encounter specific technical issues and need help. .
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.
C3Centricity
OCTOBER 7, 2020
Ever wonder how to get more people talking about your business? It’s simple. Offer them incredible products and services that solve their problems and fulfil their needs and desires. Then when you have converted them into customers, continue to keep them satisfied and give them something to talk about by surprising them too. Sounds easy, doesn’t it?
Kate Nasser
OCTOBER 4, 2020
National Customer Service Week: Power up people skills civility & empathy for excellence. Kate Nasser The People Skills Coach™, Author, Leading Morale. The post People Skills Civility & Empathy – Power Up This Duo | #CustServ #Leadership appeared first on KateNasser.com.
DMG Consulting
OCTOBER 9, 2020
Question: What is predictive analytics and how is it being used in contact centers? Answer: Predictive analytics is playing an increasingly vital role in contact centers. It is an artificial intelligence (AI)-based capability that utilizes data mining, statistical techniques and machine learning to identify relationships, patterns and trends. Based on the captured data, a predictive model can be built to anticipate the likelihood or probability of future events, behaviors or occurrences, as well
TeamSupport
OCTOBER 5, 2020
As many companies are aware, in 1992 the U.S. Congress declared the first full week in October “ National Customer Service Week.” It is now an event celebrated worldwide. It is a week many companies use to say thanks, encourage, express gratitude, and show their appreciation for their customer service employees. This year’s theme is particularly significant, Ignite a CX Celebration !
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.
Steven Van Belleghem
OCTOBER 7, 2020
Ørsted. “Business as usual is not going to be enough. We must act now.”, concluded Ørsted CEO Henrik Poulsen when he addressed the world leaders at the United Nations Climate Action Summit. And they most certainly did. A decade ago, Ørsted was one of the most fossil fuel intensive energy companies in Europe and then they decided to completely reinvent themselves into a global green renewable energy provider.
Zonka Feedback
OCTOBER 6, 2020
83% of online respondents say they trust the recommendations of friends and family. This figure itself speaks volumes about the significance of the Net Promoter Score (NPS). Measuring the NPS helps you to improve your business and ensure a level ahead of customer experience & satisfaction.
Kate Nasser
OCTOBER 6, 2020
Prevent conversation derailment is Twitter global #PeopleSkillsChat topic Sunday Oct. 11th 10am EDT. JOIN host Kate Nasser, The People Skills Coach™ to share your experience and perspective. The post Prevent Conversation Derailment: JOIN Global #PeopleSkillsChat Oct. 11th 10amEDT appeared first on KateNasser.com.
Beyond Philosophy
OCTOBER 6, 2020
The 5 Rules for Driving Down Costs Without Affecting Customers. A lot of Behavioral Science can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. If you are like most businesses in 2020, you are facing a very different year for your bottom-line performance, and in many cases, it’s not a good kind of different.
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
Win the Customer
OCTOBER 6, 2020
Being a boss is so much more than pouring over reports. Your responsibilities exceed just making schedules and conducting meetings. How you manage your people is a huge contributor to your success. . As a leader, your employees are your most valuable asset. They can make or break your career growth and achieve your goals. Encouraging them to succeed and helping them grow is a huge part of their development.
ClientSuccess
OCTOBER 5, 2020
If you are a customer success team leader or a CSM, you spend your days establishing and nurturing customer relationships, so obviously you realize how important they are to the ongoing success of your organization. But do you also have a good idea on the ROI they can ‘deliver’ to your team? What is customer ROI? When a new customer first comes onboard with an organization, the CSM will map out the customer lifecycle journey that highlights areas of growth potential within an account.
Myra Golden Media
OCTOBER 5, 2020
I’m so excited to kick off Customer Service Week with a free soft skills training course! I’ve partnered with Genesys to position Customer Service Representatives to deliver the best possible customer experience and redirect interactions with challenging customers. Take the free training here! Complete all modules my 30-minute course and get your certificate!
Kate Nasser
OCTOBER 4, 2020
National Customer Service Week: Power up people skills civility & empathy for excellence. Kate Nasser The People Skills Coach™, Author, Leading Morale. The post People Skills Civility & Empathy – Power Up This Duo | #CustServ #Leadership appeared first on KateNasser.com.
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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.
Totango
OCTOBER 8, 2020
Customer retention is the continuation of a valued service. Like the binge-worthy series that demands one more late-night episode after another, when things are going well in business no one wants to interrupt the experience. So, what happens when external forces threaten that flow? The answer is you must be flexible, proactive, and prepared to learn within a changing environment.
TeamSupport
OCTOBER 8, 2020
In November of this year, CIO Review will feature TeamSupport as a Top 20 CRM Solution. The editors sat down with TeamSupport co-founder and COO, Eric Harrington, to talk about customer support in the time of COVID and building strong customer relationships in Part 1 of this series, and current trends and the future of B2B customer support in Part 2.
Hodusoft
OCTOBER 9, 2020
An auto dialer is a software system that automatically dials phone numbers based on defined criteria. It is one of the efficient solutions for outbound call centers that aids in improving productivity. An auto dialer only connects the call to the live agent once the phone is answered; hence agents can save their time for other important work. If you are not using an autodialer system you are missing the execution of proactive customer communication.
The Contact Company
OCTOBER 8, 2020
Customer contact methods aren’t one-size-fits-all. It’s important for brands to understand their demographics and to cater their experience to those who use that particular channel the most. For example, if […]. The post Preferred Customer Contact Methods by Generation appeared first on The Contact Company.
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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