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

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

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

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 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 28, 2019

There are two funnels for SaaS companies. The first is all about acquiring new users. The second is all about keeping them. You can growth hack the first one, but to build a great business, you need to invest in the second one. The key to solving the second funnel is onboarding. Great onboarding transforms new customers from fleeting visitors to lifelong power users.

Start-ups 214

Start-ups Engineering Customer Retention 214

Beyond Philosophy

MAY 31, 2019

Uncertainty influences a lot of our customer behavior. We buy products to reduce the risk in our lives, like insurance. Insurance buys us peace of mind if something bad happens to us or our property. We also buy lottery tickets because, well, someone has to win, right? The fact is we are not fantastic and predicting the likelihood of unlikely events in our lives.

Customer Experience 127

Customer Experience Social Media CX Customer Loyalty 127

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 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

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

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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

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

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

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

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

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

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 Start-ups 78

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

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 Technology 59

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

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

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

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

The DiJulius Group

MAY 29, 2019

The trusted connections one has built up over time are known as “social capital.” It acts as a human library of resources we can access anytime to gain or share information, knowledge, advice, and introductions. Social capital is a result of long-term continuous relationship building and one of the most powerful resources a person can. Read Full Article.

Start-ups 62

Start-ups Customer Experience 62

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

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

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

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

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

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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

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

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.

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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 50

Customer Service Customer Experience 50

ProProfs

MAY 30, 2019

You don’t build a business. You build people, and people build the business. Employee induction or onboarding is far more important than most people think. Look at these stats: Companies lose 25% of its new employees just within a year. Organizations with a standard onboarding program report 50% greater productivity with new hires. 69% of employees who experienced great onboarding are more likely to stay with an organization longer (3 years).

Compliance 45

Compliance Education Social Media Start-ups 45

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