Callminer
MARCH 27, 2020
As more of the US workforce is being divided into essential and nonessential roles and businesses are transitioning to work-from-home positions, employers and employees alike have another rapidly growing problem to monitor – fraud. In response to the Coronavirus pandemic, fraudsters are taking advantage of the fear that has already been shown to induce panic-driven buying.
Intercom, Inc.
MARCH 26, 2020
As the COVID-19 situation continues to impact people, businesses, and communities everywhere, we know it is more important than ever to stay in touch with your customers, and Intercom is committed to helping you stay connected. We have robust plans in place to ensure we continue to deliver the highest levels of technical and business service. Health and safety.
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Uniphore
MARCH 24, 2020
Famed psychologist, Abraham Maslow, outlined the five-tier model of human needs: physiological, safety, love and belonging, esteem, and self-actualization. Only when a person's lower-level needs are met can one move up the continuum of human potential. You may have been operating from an evolved state, an altruistic state even, before the coronavirus pandemic.
Beyond Philosophy
MARCH 26, 2020
We are living in troubling times fraught with uncertainty. There are many questions about what comes next in the COVID-19 outbreak. We talked about this in a recent podcast. Many of our clients have been calling us about what to do. Here are ten things we have been telling them. Communicate, communicate, communicate. In times of trouble, it is best to start a dialog with your customers.
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
MARCH 26, 2020
Here are specific steps your employees can take during the pandemic to protect themselves and your company against rising fraud.
Intercom, Inc.
MARCH 26, 2020
On behalf of everyone at Intercom, I want to share our sincere and deep appreciation for all those fighting so hard against this outbreak all over the world. There are countless heroes putting their lives at risk to support the sick and keep the rest of us safe. And there are thousands of volunteers behind the scenes building technology to help us through this very unique challenge – like data aggregation sites , infection tracing tools , gig finders for people out of work , sites helping source
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
MARCH 21, 2020
A global pandemic wasn’t in your plans this quarter. However, we see an opportunity to enhance your relationships with customers in this global crisis. In this episode of The Intuitive Customer, we share ten strategies for managing the uncertainty surrounding COVID-19. Our practical tips help you manage the stress and anxiety at your front lines to the best possible outcome.
Callminer
MARCH 23, 2020
Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. This is why managers have developed a number of techniques to quantify results and improve efficiency over the years. One of these methods is Call Center Service Levels. The most basic definition of a service level is: a measurable number of services provided to a customer within a given time period.
Intercom, Inc.
MARCH 25, 2020
It’s a challenging time right now, and you might be seeing more customer conversations as a result. We’ve written about how you can manage your customer communications in a crisis detailing how you can proactively make it easier for your customers to get the answers they’re looking for, as well as on dealing with the inbound queries that you might be facing.
UJET
MARCH 24, 2020
As companies begin work from home and remote work policies, we’ve seen questions about how employees can be as productive at home. The first thing support organizations need to do is trust employees. The second is to provide the tools and guidance to complete the necessary tasks. Contact-Center-as-a-Service platforms don’t require locally installed specialized contact center software, while agents simply need a stable internet connection, browser, and compatible headset to communicate with consu
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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.
Totango
MARCH 27, 2020
Attracting new leads is great—but what then? Retaining loyal customers is equally as important as converting them in the first place, perhaps even more so. How do you address, much less predict, your customers’ needs and goals as they naturally grow and evolve over time in order to foster a lasting connection? Good B2B Customer Lifecycle Management (CLM) solutions set both you and your customers up for long-term success.
Callminer
MARCH 25, 2020
Read on to learn about adjustments we made to working from home. Like most of you, activities at CallMiner in recent weeks have been focused on executing our business continuity plan, moving to a remote workforce, and supporting our employees physical and emotional well-being. As we carried out our plan we thought it might be useful to share with you some of what we’ve done, not so much to assure you that we’re firing on all cylinders, but to potentially provide you with ideas that might help i
Intercom, Inc.
MARCH 24, 2020
Supporting your customers with efficiency and empathy is challenging in the best of times. But when an unprecedented event like Covid-19 hits, what do you say and how do you say it? Right now your support team are probably facing an array of challenges. Depending on the nature of your business, you may experience an increased volume of conversations, more requests for refunds and cancellations, and perhaps even dealing with customers who are understandably on edge. “You’ll want to provide
TeamSupport
MARCH 27, 2020
In an era where remote work has become commonplace, many customer success managers aren’t too happy. Why? Don’t the enjoy working from their home office? Sure, many professionals do, but their dissatisfaction is because the home office lifestyle inhibits their ability to meet face-to-face with customers. These in person interactions are the foundation of many excellent customer relationships, and it can sometimes be a challenge to build or sustain relationships without them.
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
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.
Myra Golden Media
MARCH 24, 2020
My roller bag is stowed away like winter sweaters. But the work continues. This week I’ve been working remotely to help my clients redirect intense interactions, regain control, and restore customer confidence in these uncertain times. Today I’m sharing with you the guidance I’m giving my clients right now, in these intense times with customers. You can expect a rise in customer frustration and significant increases in escalations to supervisors.
Callminer
MARCH 24, 2020
Here are some of the steps CallMiner has taken to ensure our business continuity via a remote workforce during the pandemic.
Customer Bliss
MARCH 25, 2020
Today, I’m introducing something new that I’m calling The Optimism Report. Because in this time that’s impacting all of our lives around the world, what we are seeing our grand acts of humanity, not only in business, but across the world with every kind of person. So what I want to share with you are acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this.
UJET
MARCH 24, 2020
As companies begin work from home and remote work policies, we’ve seen questions about how employees can be as productive at home. The first thing support organizations need to do is trust employees. The second is to provide the tools and guidance to complete the necessary tasks. Contact-Center-as-a-Service platforms don’t require locally installed specialized contact center software, while agents simply need a stable internet connection, browser, and compatible headset to communicate with consu
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.
Fonolo
MARCH 23, 2020
Bad service at a restaurant, being disconnected from a service call or a poorly directed commercial ad — all of these scenarios can lead to your business feeling the wrath of social media users at one point or another. Callout culture has picked up steam over the last few years with popular movements on social media making an impact in our everyday discourse.
Callminer
MARCH 23, 2020
Among the many metrics worth considering to improve your organization's efficiency, sentiment analysis stands out as particularly powerful.
The DiJulius Group
MARCH 25, 2020
1. Customer Service Feature Story How To Increase Morale And Collaboration Virtually By Jess Pischel, CX Consultant Now more than ever it seems we are craving communication and connection. Go figure, once the government tells us we have to stay home and isolate ourselves from public interactions we want nothing more than to engage. Read Full Article.
Totango
MARCH 24, 2020
Keeping pace with your customer’s evolving needs and experiences throughout their journey is essential to remaining a part of their plans. The most effective way to follow this progress is to break down the journey into modular B2B customer lifecycle stages. This breakdown helps turn the sprawl of an ongoing customer relationship into a series of clearly defined stages that ensure every action you undertake is aligned with generating customer value.
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
ClientSuccess
MARCH 27, 2020
Customer Success Friends: We’re seeing the impact of the COVID-19 crisis across our space with some excellent customer success professionals being laid off. To help, we’ve compiled a list of job openings. View Job Openings. The post Customer Success Job Openings appeared first on ClientSuccess.
Callminer
MARCH 22, 2020
The most basic definition of a service level is: a measurable number of services provided to a customer within a given time period.
Comm100
MARCH 23, 2020
Ensuring that your customers can reach you in a click (or two) is crucial to offering great digital customer service and is what makes live chat such a popular customer support channel. However, the volume of chats you receive may get out of hand if you aren’t prepared. You don’t want your agents to feel bombarded with visitor inquiries, and right now, for many customer service teams, this is a bigger challenge than ever. .
Myra Golden Media
MARCH 24, 2020
Imagine your next phone call is from an angry, irate customer who is frustrated (like all of us) about the pandemic and takes things out on you. Are you 100% confident you can handle it? If not, I’ve got the perfect program for you. Step into this course and learn how to create positive conversations with challenging customers. .
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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.
ClientSuccess
MARCH 25, 2020
In the modern SaaS-driven world, standing out from the competition is getting harder and harder. With so many integrations, add-ons, and premium features coming up in what seems like every sales conversation, standing out from the crowd can take a miracle – or the right angle. Sure, product enhancements and price points might catch customer’s attention right out of the gate, but it’s the long-term value that prompts a buying decision.
Dealing With Humans
MARCH 27, 2020
For quite some time now, I have believed that eventually, after growing weary of the faceless void that is online shopping and, we will return to a time where face to face business will once again thrive. When that time comes, I also believe that social media will lose some of its luster and people would get around to coexisting in person. And I am convinced that evolution will be jumpstarted just a bit with all of this virus rigamarole (I love that word).
Comm100
MARCH 23, 2020
Ensuring that your customers can reach you in a click (or two) is crucial to offering great digital customer service and is what makes live chat such a popular customer support channel. However, the volume of chats you receive may get out of hand if you aren’t prepared. You don’t want your agents to feel bombarded with visitor inquiries, and right now, for many customer service teams, this is a bigger challenge than ever.
Steven Van Belleghem
MARCH 26, 2020
Without any doubt, this crisis is the biggest educational program ever for the usage of online tools. Today people have time to try them out and the urgency for adoption is there as well. My parents finally learned to use FaceTime to have conversations with their grand children. Before the crisis, they didn’t feel the need to try it out. Today it has become urgent.
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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