Callminer

MAY 26, 2020

Operating a growing call center operation involves logging and assessing myriad moving elements at once. It can be close to impossible to manage these critical success factors without help from specialized software. At the heart of most technological optimizations implemented within a successful call center are fine-tuned metrics. Keeping tabs on the right metrics can make consistent improvement notably simpler over the long term.

Customer Satisfaction 340

Customer Satisfaction Touchpoint Start-ups CX 340

Intercom, Inc.

MAY 28, 2020

Aircall, “ the phone system for modern business ,” goes far beyond the call centers of old by playing well with third-party integrations that allow companies to do everything from viewing customers’ history and call transcripts in their CRM to making or receiving calls directly within Intercom Messenger. These next-gen capabilities make it an extremely valuable company for the future of work, and investors agree: yesterday, Aircall announced a successful $65 million Series C round, bringing thei

Start-ups 186

Start-ups Government CRM Sales 186

Beyond Philosophy

MAY 28, 2020

It seems logical to do what everyone else is doing successfully when you get into business. It makes no sense at all to do it differently, does it? It won’t be good for your career, your team, or your bottom line. So why is it that doing something different does create such success for specific brands? We discussed the surprising way that new ideas that seem crazy can do amazing things for your brand in a recent podcast.

Legal 148

Legal Engineering Customer Experience Sales 148

Fonolo

MAY 26, 2020

Does your call center feel more like a burden than an asset? You’re not alone — contact center managers often find themselves faced with tough challenges, including clunky technology, dysfunctional processes, and less-than-happy customers. How can you turn your contact center into a highly efficient part of your business? The first step is to consider the root problems — the vast majority of challenges you will encounter boil down to customer experience, call distribution, technology, and the we

Contact Center 142

Contact Center Technology Technology Start-ups 142

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

Callminer

MAY 27, 2020

At the heart of every growing organization are its employees. The very people who keep businesses functioning and evolving are all too often overlooked to primarily focus on satisfying paying customers. However, it is of critical importance that every employee’s experience with your company be taken seriously. Maximizing the value your employees derive from their roles within your organization on a daily basis – satisfaction, engagement , accomplishment, community and more – has the potent

Start-ups 254

Start-ups Technology Technology Education 254

C3Centricity

MAY 25, 2020

Were you surprised to read the title of this post? Do you believe that using technology to understand customers is the only way today? Then let me explain why I believe it’s not quite that simple. . In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! However, in working with clients around the world as well as in numerous industries, I have found that many are lost by the wealth of information that is available to them.

Technology 77

Technology Technology Agriculture Retail 77

The DiJulius Group

MAY 27, 2020

1. Feature Article Your Customer Experience in the New Normal By Dave Murray, Senior Customer Experience Consultant In these uncertain and unprecedented times, organizations have to figure out how to walk the tightrope of managing cashflow and how to invest in key training that will allow them to pull away from their competition. At the. Read Full Article.

Customer Experience 110

Customer Experience 110

Callminer

MAY 27, 2020

Call centers and contact centers operate within the same general field of customer support and outreach. However, the two are not exactly the same. Call centers came first, focusing employees on handling large streams of customer calls at once. More modern contact centers effectively do the same while incorporating a few key differences to better harness emerging options in communication and analytics.

Contact Center 207

Contact Center Sentiment Analysis Machine Learning AI 207

Beyond Philosophy

MAY 23, 2020

The Surprising Power of Ideas That Don’t Make Sense Part 1. If you go into business, you probably have checked out what the competition is doing first. In many cases, you might be tempted to do the same thing. After all, it is working, at least to some extent. However, we think that taking a different tack, choosing a different road, or embracing that idea that doesn’t make sense, will be a way to create competitive differentiation that you would otherwise not have.

Engineering 103

Engineering CX Customer Experience 103

DMG Consulting

MAY 26, 2020

WFO Trends in 2020. 2019 was the year of artificial intelligence (AI), automation and analytics, a trend that has continued in 2020 and into the foreseeable future, despite the pandemic. Vendors are making large research and development (R&D) investments in these product areas, and end users are eager to realize the proven benefits from automation and the promised payback from AI. .

Predictive Analytics 96

Predictive Analytics Contact Center Artificial Intelligence Text Analytics 96

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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.

VOC

PeopleMetrics

MAY 28, 2020

Setting up a process and using a professional alert management system to continuously follow up with at-risk customers will generate ROI on your VoC investment. There is no doubt that reducing churn one customer at a time is a great reason to invest in VoC. However, if you want an even bigger ROI and to reduce the chance of churn across all of your customers, implement root cause analysis (RCA) on each and every recover alert.

CEM 87

CEM VOC Business Administration Machine Learning 87

Callminer

MAY 26, 2020

This blog takes a look at the salient differences between call centers and contact centers to better highlight their strengths and weaknesses.

Contact Center 207

Contact Center 207

ModSquad

MAY 26, 2020

“Customer experience” is how many brands are building business today. With an eye toward creating more than just an interaction with their customers, companies strive to serve a holistic experience with the end user. The people on their support team, and the tools those people use, can play a big part in that effort. Customers engage with companies in more ways than ever before, creating a huge stream of user data that, in an ideal world, is neatly collated in order to provide the best experienc

CRM 84

CRM Customer Experience Construction Social Media 84

TeamSupport

MAY 28, 2020

In Part 1 of our two-part series, we discussed some important steps for better understanding your customers. Having a happy customer is one thing, but how do you go about creating a relationship with a customer where you both feel like each other’s champion? Taking the relationship to the next level where you fight for a customer on the front lines during internal discussions may seem strange at first, but it can be well worth it when in the future the customer fights for you to win new business

Customer Relationship 72

Customer Relationship Sales B2B 72

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.

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ClientSuccess

MAY 26, 2020

There is no doubt that the first half of 2020 didn’t pan out quite as planned. Nearly every single SaaS organization was forced to switch to fully remote operations over the last few months, moving everything from product to sales to, yes, customer success online. These changes have been jarring in a few ways: First, many SaaS organizations pride themselves on (and sell their employees on) in-office perks and benefits that prioritize professional in-person connections.

Government 69

Government NPS Sales 69

Callminer

MAY 25, 2020

Here are some of the best metrics a call center can start with to inform growth strategies and track performance.

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Totango

MAY 29, 2020

The continuing uncertainty caused by the COVID-19 challenge is likely creating anxiety among your customers, just as it may be within your own enterprise. Your customers need to hear the voice of a leader right now, with a clear, practical plan for the times ahead. The scale of the current health crisis may be unparalleled, but we have all dealt with the challenge of how to retain at-risk customers before, even if there may be more of them than usual at the moment.

Hospitality 62

Hospitality Hospitality Start-ups Customer Retention 62

TeamSupport

MAY 26, 2020

Creating strong relationships with your customers isn’t something that happens overnight. And, every customer has a unique personality and perspective on business relationships. Ever been around a group of young pups? They may have the same parents and even look alike (i.e. adorable with tiny floppy ears) but talk about some unique personalities! It takes time and effort to understand individual pups and businesses alike, but once you do the end result is very rewarding.

B2B 69

B2B Start-ups Customer Relationship Sales 69

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

ProProfs

MAY 29, 2020

The challenges of working in a team are always there, no matter where it is located. Apart from its significant advantages, virtual teams have their share of challenges. Specifically, the top virtual team challenges that companies often face relate to collaboration across different time zones, communication gaps, building relationships, and lack of team engagement. ( CultureWizard ).

Start-ups 59

Start-ups Government Gaming Education 59

The DiJulius Group

MAY 27, 2020

What makes you stand out from the rest in your industry? It can’t just be the price. It can’t just be the product. Think fans first. Think not just customer experience – but remarkable customer experience. But what kind of experience would make you different? How do you keep your customers wanting more? Today, Jesse. Read Full Article. The post 005: How to Be the ONLY in Your Industry with Jesse Cole appeared first on The DiJulius Group.

Customer Experience 52

Customer Experience 52

Comm100

MAY 28, 2020

Key performance indicators (KPIs) are measurements that show how effectively a company is achieving its goals. KPIs can be used to measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more. Measuring KPIs is like taking your car to the mechanic. Sometimes you do it to diagnose a specific problem, while other times you do it to make sure that everything is running smoothly and see what could be improved

Customer Satisfaction 52

Customer Satisfaction Start-ups NPS Customer Feedback 52

Confirmit

MAY 27, 2020

Register to the webinar for your region. Australia: 28th May @ 11am AEST. Europe: 28th May @ 11am BST. North America: 28th May @ 11am EDT. There’s more to customer experience than analytics – but it’s a great place to start! With the ever-growing data mountain that encompasses most corporations, it’s imperative to have an analyst on the team who can evaluate the information accurately, communicate it to the right people in the most digestible format, so necessary action c

CX 52

CX Voice of the Customer Start-ups Customer Experience 52

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

ModSquad

MAY 26, 2020

“Customer experience” is how many brands are building business today. With an eye toward creating more than just an interaction with their customers, companies strive to serve a holistic experience with the end user. The people on their support team, and the tools those people use, can play a big part in that effort. Customers engage with companies in more ways than ever before, creating a huge stream of user data that, in an ideal world, is neatly collated in order to provide the best experienc

CRM 52

CRM Customer Experience Construction Social Media 52

The DiJulius Group

MAY 28, 2020

Are you and your organization focused on leadership, or you focused on the byproducts of leadership? The biggest obstacle organizations are facing today when it comes to leadership is that they’re getting too wrapped up in the rate of return ($$$), rather than the rate of return of the value that they’re providing. We’ve got. Read Full Article.

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The Squawk Point

MAY 26, 2020

Managing Complexity. In the late 00’s Michelle Barton and Kathleen Sutcliffe carried out a study of wildfires in the US. They wanted to understand why some fires were well controlled and brought to a swift and happy conclusion, whilst others ran out of control causing millions of dollars of damage to thousands of acres of land. They interviewed 28 firefighters from the north and south western states.

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DMG Consulting

MAY 26, 2020

Question: Our contact center agents are working from home due to COVID-19 and many want to make it a permanent move. What technology will help us manage this shift? Answer: Transitioning to contact center as a service (CCaaS) infrastructure solutions will help provide flexibility for “hybrid” in-office/at-home contact centers, which are expected to be part of the new normal.

Contact Center 48

Contact Center Technology Technology Artificial Intelligence 48

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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

Chip Bell

MAY 26, 2020

Yes, that photo is really me at eight years old with my younger cousin, Rick Bell. Rick was from Savannah and would come to visit me for a week at my rural home almost every summer. We pretty much lived in the woods and didn’t even turn “cowboys” off when we came to the dinner table. Two things to notice about this photo. I’m barefooted, and I’m wearing twin pearl-handled pistols.

Customer Expectations 47

Customer Expectations Customer Relationship Innovation Customer Loyalty 47

ModSquad

MAY 26, 2020

“Customer experience” is how many brands are building business today. With an eye toward creating more than just an interaction with their customers, companies strive to serve a holistic experience with the end user. The people on their support team, and the tools those people use, can play a big part in that effort. Customers engage with companies in more ways than ever before, creating a huge stream of user data that, in an ideal world, is neatly collated in order to provide the best experienc

CRM 40

CRM Customer Experience Construction Social Media 40

Knowmax

MAY 25, 2020

Self Service In Telecom Is Now The Top Priority.

Customer Experience 59

Customer Experience 59

SugarCRM

MAY 29, 2020

Finding a CRM solution that works well with your specific business criteria is not a simple process, but most of the time, it’s only half the battle. It’s important to also secure support and buy-in from leadership for cloud migration if you’re currently running on-premises otherwise all the work you did may still leave you where you are currently—not in the cloud.

CRM 35

CRM Innovation Technology Technology 35

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