Callminer

MAY 28, 2019

Below are four ways that your call recordings can be used to help your agents, customers and company to better contact center performance.

Contact Center 265

Contact Center 265

Intercom, Inc.

MAY 28, 2019

Seen the new look on the Intercom website today? We made an in-depth video to share our redesign process (scroll down), but for those who don’t have 18 minutes to spare, read on. Memorable brands create enduring connections with the people who interact with them. They do this by clearly articulating what they stand for. These days customers want to know not just what products and services a business can provide, but the mission that drives the company at its core, the promise it’s ma

Customer Relationship 217

Customer Relationship Start-ups 217

Beyond Philosophy

MAY 31, 2019

I enjoy fishing. When I need a new lure, I go to Discount Tackle on First Street in Bradenton, Florida. When I go in, we have a chat and a laugh. However, my great experience is not why I return and drive past six or seven other bait and tackle shops to get to it. Economists say the reason I go back to Discount Tackle is that I remember it was a great experience.

CX 153

CX Net Promoter Score Gaming Customer Experience 153

CX Accelerator

MAY 28, 2019

There is no place in the world I’d rather work than in Customer Service. That being said.it’s very, well, hard. There are days when it seems like every problem across the business rolls directly downhill to us. On a good day, we are working to resolve customer inquiries as quickly and effectively as we can. On a bad day, we are just trying to survive!

Contact Center 140

Contact Center Hospitality Hospitality CX 140

Advertisement

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.

Contact Center

Callminer

MAY 29, 2019

According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution. Even with 21% saying they were looking to implement a solution this year, this is leaving a lot of customer and agent insight data wasting away.Below are four ways that your call recordings can be used to better your agents, customers and company to contact center performance.

Contact Center 223

Contact Center Compliance Sales 223

Intercom, Inc.

MAY 27, 2019

The design industry speaks English. The articles we read, the tools we use, the conferences we attend: we all speak the same language when it comes to design. If you are investing in self-development and learning about UX, it’s highly likely the materials you use are in English. In fact, right now you are reading this blog post in English. At the same time, for the overwhelming majority of people in the world, English is a foreign language which they need to spend time and effort learning.

Start-ups 197

Start-ups 197

Heart of the Customer

MAY 31, 2019

I was recently in a call, and an executive new to her company’s journey mapping initiative asked, “Exactly what does this $150k I’m spending on a journey map buy us?” Luckily, our client had a ready answer, but that’s not always the case. CCW put together this nice overview of the ways journey mapping helps […]. The post What Does Journey Mapping Do for You?

CX 95

CX Customer Experience 95

Callminer

MAY 27, 2019

By leveraging a Voice of the Customer analytics solution, you’ll combine insights from surveys, email, phone, and chat for a comprehensive picture of your customers.

Voice of the Customer 207

Voice of the Customer Customer Survey 207

Intercom, Inc.

MAY 30, 2019

When we ship, we of course have done our diligence with research and design, but we’re also keenly aware that there’s so much we don’t know. As a result, we’re looking to start rich dialogues with lots of different people: prospective customers who are talking to Sales, existing customers who are solving issues with Support, and customers who have left for alternative solutions or for other reasons.

Sales 194

Sales Start-ups Engineering Voice of the Customer 194

Beyond Philosophy

MAY 31, 2019

Why Are We Scared of New Technology? We have some exciting new technology for CX. Facial recognition technology and facial expression analysis yield some new and exciting data about how customers feel during a Customer Experience. The only problem is that many people find it creepy. This episode of The Intuitive Customer asks the question Why Are We Scared of New Technology?

Technology 95

Technology Technology Transportation Customer Loyalty 95

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.

B2C

UJET

MAY 29, 2019

When was the last time you were happy with customer service? You visit the company website and search the “Contact Us” page which offers little to no actual helpful information. You find a phone number and call, only to sit through countless automated options attempting to identify your problem.

Customer Service 86

Customer Service 86

ProProfs

MAY 29, 2019

Gone are the days when people used to learn everything in tuition classes or coaching classes. Nowadays, everything takes place in an online environment. There are not just one but many learning management systems that make it possible. You can use one of them to create your own online courses. You might have surely formed a rough idea of the entire feature you’d want to see in a learning management system software.

Social Media 82

Social Media Compliance Start-ups 82

Customer Bliss

MAY 31, 2019

“Start by being humble and you will inspire your team to be humble,” says Denis Drossart , global vice president of Culture & Experience at Selina , about leadership behaviors enforced within this lifestyle, travel and hospitality brand. Selina is a startup platform that connects people to local places and activities for purpose-filled experiences.

Hospitality 78

Hospitality Hospitality Customer Experience Education 78

Fonolo

MAY 29, 2019

With the powerful tool of social media, customers everywhere now have an expansive platform with which to voice their feelings about their customer service experiences. This puts a huge amount of pressure on call center agents to perform. Of course, companies hope that their customers use these social platforms to sing the praises of their brand. But, of course, this is not always the case: An IBM study found that customer service operations are often both pricey and inefficient.

Technology 78

Technology Technology Customer Service Social Media 78

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.

Actionable Insights

The DiJulius Group

MAY 27, 2019

This guest article is brought to you by Robert Stevenson, speaker at the 2019 Customer Service Revolution. Companies spend millions of dollars in advertising trying to attract a customer only to run them off by saying the wrong words. It seems that on a daily basis I will reach some company on the phone and hear. Read Full Article. The post Words Customers Don’t Want to Hear appeared first on The DiJulius Group.

Customer Service 71

Customer Service Customer Experience 71

ProProfs

MAY 30, 2019

Do you want to develop your marketing strategy to offer a customized experience? Do you want to test the consumer response/expectation before a product launch? Do you want to know how to improve an existing product or do better than the big brands out there? Do you want to improve brand loyalty by engaging your customers more often? Do you want to deal with customer grievances in a better way by educating them firsthand?

Social Media 75

Social Media Start-ups Gaming Education 75

Customer Bliss

MAY 28, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

Business Growth 69

Business Growth Sales Customer Experience 69

Totango

MAY 30, 2019

Totango was named the winner of two Silver Stevie American Business Awards including “Most Innovative Tech Company of the Year – Up to 2,500 Employees” and “Cloud Application / Service”. The Stevie American Business Awards are the US’s premier business awards program. Created in 2002, the awards honor and generate public recognition of the achievements and positive contributions of organizations and working professionals worldwide.

Innovation 13

Innovation Technology Technology Education 13

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

Heart of the Customer

MAY 29, 2019

The post Scenes from the Launch of “How Hard Is It to Be Your Customer? appeared first on Heart of the Customer.

Customer Journey Map 12

Customer Journey Map Customer Experience 12

ProProfs

MAY 28, 2019

After Buzzfeed’s success with quizzes like Pretend To Be A Celeb And We’ll Reveal Who Your Celeb Best Friend Is , Where Will You Lose Your Virginity , Get Married , And Have Your First Child? , We’ll Guess Your Secret Talent Based On Your Ice Cream Preferences , etc., many brands started including fun quizzes as a part of their marketing strategy , but not all of them were able to ace the race.

Social Media 68

Social Media Gaming Outlook Entertainment 68

CSAT.AI

MAY 29, 2019

I love how technology has streamlined consumer life. Amazon prime provides shopping from home and delivers purchases within hours. GrubHub delivers food to the doorstep of over 19 million users. What an upgrade from epic store lines, waiting weeks for a package, cooking and getting dressed to eat out. The power of streamlining customer experience saves energy, saves money, and saves time for the other things I want to do.

Customer Experience 59

Customer Experience Sentiment Analysis AI CX 59

Totango

MAY 29, 2019

When consumers decide which brand of product to purchase, they pick the one they have the strongest relationship with. As such, it’s critical that customer success teams emphasize the use of regular customer engagements to keep the customer relationship strong. Setting the right customer engagement objectives and taking the necessary action to meet these goals will help your enterprise become more customer-centered, prevent churn , and boost retention rates.

Social Media 63

Social Media Customer Relationship Start-ups Customer Experience 63

Advertisement

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.

Customer Service

CX Journey

MAY 29, 2019

This is a modified version of a post I originally wrote for CallidusCloud. It appeared on their blog on June 14, 2018. If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to look at is your company’s culture. What is culture ? My favorite definition is Herb Kelleher’s: "Culture is what people do when no one is looking.

Customer Experience 58

Customer Experience CX 58

ProProfs

MAY 30, 2019

They say modern problems need modern solutions. That’s precisely why business owners are increasingly adopting the Learning Management System (LMS). It not only helps an organization meet the learning and training needs of the employees but also boosts employee retention. Currently, LMS is a $2.5 billion industry in the corporate sector. The Basic Benefits LMS Offers to Its Users Are: Increased Course Completion Rates.

CRM 65

CRM Sales Technology Technology 65

Fonolo

MAY 31, 2019

Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. Yet, in many cases, these periods of peak call volume come as a real shock to everyone in the contact center. For example, a marketing event promoting a product sale would be an easy predictor for an influx in calls, whereas an unexpected power outage or sudden b

Contact Center 57

Contact Center Customer Expectations Technology Technology 57

TeamSupport

MAY 31, 2019

There’s an old saying – “the squeaky wheel gets the grease” – that sometimes rings all too true for customer support teams. When prioritizing support inquiries, there’s a hierarchy of channels. Email sits at the bottom, with response times ranging into hours or even days. Chat is somewhere in the middle, with customers expecting a response in a few minutes.

B2B 56

B2B B2C AI Technology 56

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

Retail

Qualtrics

MAY 30, 2019

Improving your customer experience (CX) could have a major impact on your bottom line. In fact, a moderate increase in customer experience generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenues, according to the Temkin Group. This is not a number to balk at as consumers switch brands every day because of poor customer experiences.

CX 52

CX Customer Experience Customer Journey Map Close the Loop 52

Steven Van Belleghem

MAY 28, 2019

1. Choose your tech wisely (to change the world). About every company I visited during nexxworks’ China innovation tour at the beginning of May, talked about general purpose technology : the kind of tech that has the potential to change the world and will push everything to an unimaginable level. For the moment these are artificial intelligence (AI), supercomputing power, robotics and 5G and China has the ambition to become world leader in all 4 of them.

Artificial Intelligence 52

Artificial Intelligence Innovation Hospitality Hospitality 52

Fonolo

MAY 28, 2019

Customer service is a serious business. We know this better than anyone else: On a daily basis, we witness our customers working tirelessly to provide exceptional journeys for their own customer base. They are able to achieve greatness because of one important thing: They take service seriously, and in the long-run, this worldview results in success.

Contact Center 52

Contact Center Customer Service Sales Technology 52

Myra Golden Media

MAY 29, 2019

In this webinar, I’ll give you six keys for de-escalation you’ll use to train and coach your employees. I’ll walk you through how to reframe conversations, so customers don’t get worked up while venting. And, I’ll show you how to use Verbal Aikido to get most any angry customer to back down. On Friday, May 31st at 1:00 pm ET I’m facilitating a webinar training to help you prepare your employees to get any angry customer to back down.

48

48

Advertisement

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