CX Accelerator
NOVEMBER 26, 2019
“Gratitude is the healthiest of all human emotions. The more you express gratitude for what you have, the more likely you will have even more to express gratitude for.” —Zig Ziglar As another year winds down to a close, and we head into another holiday season, those of us in the U.S. are preparing to gather together for annual Thanksgiving celebrations.
Callminer
NOVEMBER 25, 2019
An efficient call center operation hinges on the ability of management to identify flaws in their systems and practices as well as execute improvement plans to fix these quickly. Fortunately, with a number of useful tools and techniques, team leaders can effect meaningful change based on observable and trackable data. However, the exact tools and approach you employ at your call center for this purpose should align with your center’s mission and personnel.
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Intercom, Inc.
NOVEMBER 25, 2019
Five years ago I wrote about how product strategy means saying no – you must ruthlessly protect your product from feature creep. . Saying no, however, is just one part of a successful product strategy. As your business scales, you’ll need to carefully align your product strategy with your broader company strategy to ensure cohesive and sustainable growth.
Beyond Philosophy
NOVEMBER 29, 2019
The 7 Telltale Signs of a Company NOT Committed to Customers. I discovered many years ago that I could determine whether a company was committed to customers pretty quickly. When I thought about how I recognized it, I found that organizations that did not commit to customers had some shared company culture cues that indicated where their focus was. The ideas behind this discovery later became my second book, Revolutionize Your Customer Experience.
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
CX Accelerator
NOVEMBER 26, 2019
“Gratitude is the healthiest of all human emotions. The more you express gratitude for what you have, the more likely you will have even more to express gratitude for.” —Zig Ziglar. As another year winds down to a close, and we head into another holiday season, those of us in the U.S. are preparing to gather together for annual Thanksgiving celebrations.
Callminer
NOVEMBER 24, 2019
These tips provide valuable insight into choosing and using call center metrics more effectively to condense performance data into actionable insights.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Win the Customer
NOVEMBER 25, 2019
In today’s competitive marketplace, customer care isn’t merely an add on, it’s become an integral part of most business strategies. Entrepreneurs understand that high-quality customer care drives profits, increases customer satisfaction, and helps to secure and retain happy customers. . If you’re confident you have the right team members in place, you need to equip them with the best tools so they can be fully responsive to your customers’ needs.
CX Accelerator
NOVEMBER 26, 2019
“Gratitude is the healthiest of all human emotions. The more you express gratitude for what you have, the more likely you will have even more to express gratitude for.” —Zig Ziglar. As another year winds down to a close, and we head into another holiday season, those of us in the U.S. are preparing to gather together for annual Thanksgiving celebrations.
Taylor Reach Group
NOVEMBER 29, 2019
Is your Quality Assurance Arrogant. By Colin Taylor. I was reading a recent post by Helen Dewdney regarding playing Christmas music in stores to early in the season, and the fact that many retailers plan music even though it is not well received by their customers. The question Helen poses at the end of the post is “Do you think that believing you know better than your customers what they want is slightly arrogant?
Customer Bliss
NOVEMBER 26, 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?
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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.
Customers That Stick
NOVEMBER 27, 2019
The holidays are a special time both for retail businesses and retail employees, a time of great challenge and opportunity. Having worked in retail for many years, I’ve seen how this season can test even the best retail teams. With Black Friday just around the corner, I wanted to share a few tips on how you can prepare your retail team for this holiday season.
Kate Nasser
NOVEMBER 24, 2019
Avoid these defensive replies to feedback to preserve other's trust & professional respect of you. Success insights fr Kate Nasser, The People Skills Coach™ | Leadership, Leading Morale, Teamwork, Customer Service, Career. The post Avoid These Defensive Replies to Feedback | #PeopleSkills #Leadership appeared first on KateNasser.com.
Fonolo
NOVEMBER 28, 2019
Airline services have been scrambling to improve their customer service strategies and initiatives, making key investments to elevate the overall customer experience. JetBlue is one of the companies that has been actively looking to add value to its customers, using loyalty programs and other means to draw passengers on an international scale. The company recently partnered with Gladly Inc. in an effort to shave time from its customer service call volumes.
Chip Bell
NOVEMBER 25, 2019
Thanksgiving. We all know it as a day of gratitude. That is the left side of the word. While the origin of the day goes back to 1536 during the reign of Henry the 8 th , in this country we associate it most with the Pilgrims in Plymouth in the early 1600s who carved out a day from their rugged quest for survival to express their gratitude for making it that far.
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.
ClientSuccess
NOVEMBER 25, 2019
It’s important to map out and monitor your customers’ journey to ensure you and your team are doing everything in your power to increase retention and lower churn rates. . That’s why we’ve compiled some of the best customer journey analytics that customer success teams and CSMs should track so everyone – from executive leadership to CSMs – can better understand the end customer. #1 Customer Retention Rate.
Hodusoft
NOVEMBER 28, 2019
Think of hospitality and what you see is a mix of services. You have hotels at the core with ancillary services like travel and catering plus support services required in the hotel on the one side. Then there are agents sitting in the middle to serve customers even as they liaise with hotels, airlines, railways, buses and taxi operators. Customers are on the other side and they require immediate attention to whatever their current needs may be – from acquiring knowledge to the final checkout and
Fonolo
NOVEMBER 26, 2019
Let’s face it: There are bound to be unpredictable, negative circumstances that any organization will bravely face at some point or another. It’s why it’s been said that you should always “hope for the best, and plan for the worst.” When a company or organization is facing any sort of crisis, whether that’s something as serious as a company data breach, a natural disaster, or even a power outage or water break in your building, it’s important to have an established plan or course of action for y
The PhaseWare Files
NOVEMBER 28, 2019
Years ago, the idea of customer support was much simpler. If a customer had an issue with a product, a business either fixed the issue or provided a refund. Today, support means much more. Not only do businesses need to provide solutions to their clients’ issues, but they must also deliver a great customer experience. If they don’t, they risk losing business and damaging their reputation.
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.
ClientSuccess
NOVEMBER 25, 2019
It’s important to map out and monitor your customers’ journey to ensure you and your team are doing everything in your power to increase retention and lower churn rates. . That’s why we’ve compiled some of the best customer journey analytics that customer success teams and CSMs should track so everyone – from executive leadership to CSMs – can better understand the end customer. #1 Customer Retention Rate.
InteractionMetrics
NOVEMBER 26, 2019
Every day, everywhere, companies send email surveys, smiley face surveys, or call to request our customer feedback. It’s overwhelming. However, as we enter the holiday season, let’s acknowledge that when an associate is incredibly helpful, it’s nice to be able to say “thanks!”. Consider when an associate goes the extra mile: it feels good to reciprocate with a “sure, I’d recommend” or a 5-star rating that the associate’s boss might see.
Confirmit
NOVEMBER 26, 2019
Register to the webinar for your region. Australia: 11th December @ 11am AEDT. Europe: 11th December @ 11am GMT. North America: 11th December @ 11am EST. As a CX professional, how do you feel about the future as we head into 2020? Excited about an investment boost, some new hires, and being able to improve your ROI further? If so, good for you. You’re in something of a minority.
The PhaseWare Files
NOVEMBER 26, 2019
The chatbot has come a long way from the days of only providing simple, generic answers to client questions. With the help of artificial intelligence, chatbots today can perform multiple tasks with a high level of personalization. Plus, clients can get answers to product questions 24/7 from anywhere. Even mobile chat is now commonplace. This is why so many B2B organizations have incorporated chatbots into their support infrastructure.
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
Steven Van Belleghem
NOVEMBER 25, 2019
Everything as a Service. Those of you following my Steven’s Weekly on my Youtube channel , will certainly have noticed the trend that a lot of companies are jumping on the service bandwagon. We’re already used to Software as a Service, Mobility as a Service, Platform as a Service and a few others but it’s becoming increasingly clear that this is truly the era of “Everything as a Service”.
Customer Bliss
NOVEMBER 29, 2019
As we take time to relax, spend time with our families, or ponder on how to best close out the fourth quarter, I’d like to share a few words with you. This is a reminder, especially as we’re in the bustling holiday season, that the decisions you make in business, measure the depth of your humanity: your ability to apply that simple Golden Rule.
Qualtrics
NOVEMBER 26, 2019
Our team of EX Scientists have donned their soothsayer hats to see what’s coming around the corner in 2020. From AI to climate change, here are the opportunities and challenges that will define the next 12 months… 1. Companies will seek out the bad (not just the good). Angry Glassdoor commenters may currently be unwelcome for many business leaders, but forward-thinking EX professionals will actively seek them out.
The PhaseWare Files
NOVEMBER 26, 2019
Chatbots are powerful tools, but you need to ensure they provide the right kind of interaction. Let us help by providing customer support automation.
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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.
InteractionMetrics
NOVEMBER 26, 2019
Every day, everywhere, companies send email surveys, smiley face surveys, or call to request our customer feedback. It’s overwhelming. However, as we enter the holiday season, let’s acknowledge that when an associate is incredibly helpful, it’s nice to be able to say “thanks!”. Consider when an associate goes the extra mile: it feels good to reciprocate with a “sure, I’d recommend” or a 5-star rating that the associate’s boss might see.
SugarCRM
NOVEMBER 26, 2019
What Makes Paid Search Advertising Valuable to Marketers? Paid search advertising, otherwise known as PPC, is your most valuable marketing tactic. Too bold a claim to make? Maybe not. Let’s take a look at the value of paid search, and like any good data-driven marketer, let’s include the stats to hammer home our point. Value 1: Expanding Your Reach.
Qualtrics
NOVEMBER 27, 2019
The expression ‘work-life balance’ covers a range of ideas, from businesses offering flexible working hours to employees making more of their leisure time. Here’s where the phrase comes from and what it means to your business. Work-life balance – can it be defined? There are plenty of articles and studies out there on work-life balance, but surprisingly few definitions of what it actually looks like in practice.
The PhaseWare Files
NOVEMBER 28, 2019
Years ago, the idea of customer support was much simpler.
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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