Callminer

FEBRUARY 19, 2020

There are numerous issues for which call center managers and leaders must account in running a successful customer support operation. From actively keeping track of shifts in the industry’s technological standards and accommodating economic imperatives to handling other critical processes within the realm of human resources , there are enough potential challenges to tackle in typical call center operations to keep entire management teams reasonably busy year-round.

Artificial Intelligence 287

Artificial Intelligence Innovation Social Media AI 287

Intercom, Inc.

FEBRUARY 20, 2020

? ?. Arguments: for many of us, being at odds with friends or colleagues is enough to elicit a physical reaction. Our heartbeats quicken. Our chests tighten. Our blood pressure rises. And we’ll do almost anything to avoid a negative confrontation. The keyword here being “negative” A new book by Buster Benson suggests that, when approached with a positive mindset, arguments can be opportunities for understanding, for new ideas, and ultimately for growth – if we’re willing to che

Start-ups 232

Start-ups Technology Technology Social Media 232

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. To understand how it requires a better understanding of what the inventor of the hashtag Chris Messina’s calls Conversational Commerce. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth.

AI 166

AI Social Media Artificial Intelligence CX 166

Navedas

FEBRUARY 19, 2020

Using soft skills like humor, creativity and empathy in customer service, agents are able to change a mediocre customer experience into a memorable one. The post Humor Creativity And Empathy In Customer Service: Know How To Read The Room appeared first on Navedas.

Customer Service 130

Customer Service Customer Experience Omnichannel Customer Satisfaction 130

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

FEBRUARY 18, 2020

To help you address your operational challenges in the call center we've highlighted these major concerns businesses typically encounter.

226

226

Intercom, Inc.

FEBRUARY 18, 2020

Last fall, I gave a talk at the JSDayIE conference in Dublin about how Intercom and Ember have evolved together over the past six years. It’s one of those facts of startup life that is easy to overlook, but the success and growth of companies can be deeply intertwined with the technology they use in their stack, and I’d like to explain how that has been the case with Intercom and Ember.

Engineering 221

Engineering Construction Start-ups Gaming 221

Lumoa

FEBRUARY 19, 2020

There are two types of surveys: relationship surveys and transactional surveys. Relationship surveys measure the overall health of your relationship with your customers. Transactional surveys are used when measuring something about a specific interaction with a customer.

133

133

Callminer

FEBRUARY 16, 2020

Here are the most effective tools and best practices you can incorporate into your company's use of Voice of the Customer tech and techniques.

Voice of the Customer 182

Voice of the Customer 182

Intercom, Inc.

FEBRUARY 18, 2020

On this month’s Intercom on Product myself and Paul Adams (SVP of Product) get to grip with speed and the importance of having principles and processes that reduce friction for your team, rather than creating barriers to good work. Key to this, according to Paul, is the idea of making every day count. By having clear goals on a daily basis – that feed into your team’s weekly or quarterly goals – you’re best placed to achieve that collective success.

Start-ups 193

Start-ups Engineering Gaming Education 193

Beyond Philosophy

FEBRUARY 21, 2020

Where AI Meets CX: The Remarkable Future for Humanizing Brands. Artificial Intelligence (AI) will transform the customer experience in many ways in the coming years. One area that we see interesting applications of AI Technology is the brand personification and social media management. This new way of creating meaningful interactions with your customers will build emotional engagement with your company, even though the entity doing it is not a human being.

Social Media 158

Social Media Artificial Intelligence AI Technology 158

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

Heart of the Customer

FEBRUARY 20, 2020

Chief Customer Officers (CCOs) are popping up in boardrooms across Fortune 500 companies in ever increasing numbers. Those chosen for the position often come from Marketing or Customer Support, as those disciplines are thought of as having the most interaction with customers, making them seem like a natural fit. But are those departments really the […].

CX 114

CX Customer Experience 114

Intercom

FEBRUARY 18, 2020

It was almost a year ago when our Customer Success team came up against an issue that all growing teams face: knowledge sharing. We had a large group of talented people – some who knew features and workarounds better than anyone else, some who were experts in technical concepts, some who excelled in project and relationship management, and others who had a deep knowledge of particular industries.

Start-ups 111

Start-ups Sales 111

Fonolo

FEBRUARY 20, 2020

Today’s consumer is busier than ever. Digital technology hasn’t just made instant communication possible, consumers have come to expect it. This new but rapidly proliferating expectation of ‘always-on’ support — particularly from tech companies — has businesses scrambling to find ways to meet it. Artificially intelligent automation could help provide this level of customer support, as long as it’s executed well.

Contact Center 101

Contact Center Artificial Intelligence Omnichannel AI 101

Customers That Stick

FEBRUARY 18, 2020

Employee empowerment is one of the most underrated tools in the customer experience leaders toolbox. Employee empowerment is what I call the win-win-win of customer experience leadership. By empowering employees to solve customer issues in real time, customers win, employees win and the organization wins. Yet leaders often struggle with empowerment.

Customer Service 88

Customer Service Customer Experience 88

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

FEBRUARY 18, 2020

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. The following is a lightly edited transcript of the video below. For the previous video about this topic, click here to read the transcript and access the video.

Customer Relationship 99

Customer Relationship Start-ups CX Customer Experience 99

TeamSupport

FEBRUARY 21, 2020

Everyone in the business world has had an experience where it didn’t feel like they mattered to a vendor or business. It’s a difficult feeling knowing your voice isn’t being heard, or even worse ignored by someone you’re trusting to meet your business needs. However, these situations can be avoided with your own customers by hiring support team members who legitimately care about them AND know how to properly display this care in conversations.

B2B 97

B2B Technology Technology Customer Experience 97

SurveySensum

FEBRUARY 17, 2020

You send the surveys and you may have even put some serious effort into writing the survey questions. But you fail to get the response you wanted or sometimes a response at all. What went wrong? Well, below are seven reasons why nobody is responding to your surveys, and how to make sure they do. Though this article was written with an email survey response rate in mind as email is one of the most popular channels for distributing a survey.

Start-ups 89

Start-ups AI NPS Customer Experience 89

Customers That Stick

FEBRUARY 21, 2020

What should be on my customer service job resume? I’m going to answer this in one word. Passion. There are lot of topics you should cover on your resume, but as someone who has hired hundreds of people for customer-facing roles, I can tell you the main idea you want to convey — especially if you’re just starting out — is that you are passionate about customer service.

Customer Service 78

Customer Service 78

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

Totango

FEBRUARY 21, 2020

As the digitization of the marketplace reaches near-saturation, organizations will compete for customers based on value derived—and this will be driven by customer success. Flexible subscription and recurring revenue models mean the customer is in control of their service and tech partnerships and reserve the right to move on to a competitor. Customer success and retention have therefore become critical to achieving maximum customer lifetime value.

AI 83

AI CRM B2B Engineering 83

Fonolo

FEBRUARY 20, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. I sat down in conversation with Sidhu at the tail-end of 2019, the year that his team took home the prestigious Customer Obsessed Award from the Customer Service Professionals Network (CSPN) annual conference

Customer Service 67

Customer Service Net Promoter Score Contact Center NPS 67

The DiJulius Group

FEBRUARY 19, 2020

1. Customer Service Feature Story We all have a Superpower to better Understand Others We spend much of our time trying to understand what our customers, employees, significant others, and children really mean by what they say or don’t say. Too often we try to analyze, decode, or judge without ever knowing what is going. Read Full Article. The post We all have a Superpower to better Understand Others appeared first on The DiJulius Group.

Customer Service 70

Customer Service Customer Experience 70

Customers That Stick

FEBRUARY 20, 2020

In this One Win Book Review, we take a look at The Non-Designer’s Design Book by Robin Williams. Check out the video below to hear Adam’s one win that you can take away from The Non-Designer’s Design Book to improve your organization’s customer experience and customer service. About The Non-Designer’s Design Book. FROM THE PUBLISHER: For nearly 20 years, designers and non-designers alike have been introduced to the fundamental principles of great design by author Robin Williams.

Customer Service 78

Customer Service Customer Experience 78

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

Totango

FEBRUARY 19, 2020

Hi, Today we have some exciting product updates, as well as an upcoming webinar you can join for more best practices. SuccessBLOC Scorecards, Now With User KPIs. We’ve added an enhancement to SuccessBLOC Scorecards which now allows you to create KPIs based on user metrics, as well as account metrics. Some example use cases of this would be for usage trends, active users, and more.

Scorecard 71

Scorecard Technology Technology 71

DMG Consulting

FEBRUARY 18, 2020

DR/BC Plans to Mitigate the Impact of Pandemics on Contact Centers. As the Coronavirus and the heightened risk of a pandemic fills the news headlines, service organizations must be prepared to keep operating if their region is stricken. Many companies have disaster recovery (DR) and business continuity (BC) plans to address the ability to operate if a major disruption were to occur.

Contact Center 72

Contact Center Healthcare 72

Comm100

FEBRUARY 19, 2020

Your VIPs are your company’s most important customers , as defined by you. Whether you work in a B2B or B2C industry, you can identify your VIPs either by demographics, or by their activity with your brand. A VIP could be a valued long-term customer, a new prospect who’s on the edge of making a purchase, or a cranky client who’s at risk of harming your brand’s reputation.

B2C 64

B2C Social Media E-commerce B2B 64

Customers That Stick

FEBRUARY 19, 2020

One question I’m often asked, particularly when doing media interviews, is how customer service has changed in recent years. Obviously, the changes have been immense, particularly if you go back 20 or 30 years. Many of the biggest changes in both customer service and customer experience have been around technology. Technology has increased our ability to speedily communicate with our customers and to provide goods and services in ways that we never could as recently as 10 years ago.

Customer Service 78

Customer Service Social Media Technology Technology 78

Advertisement

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

ProProfs

FEBRUARY 21, 2020

What Is Blockchain? Blockchain is a decentralized digital public ledger. It works through a network of computers that are capable of securely logging multiple transactions while preventing the tampering of records. It enables enterprises and individuals to verify every transaction that takes place. Blockchain technology got worldwide popularity through cryptocurrencies including Bitcoin and Ethereum.

Education 52

Education Technology Technology 52

DMG Consulting

FEBRUARY 18, 2020

Question: What contact center organizational structure is being used by enterprises to deliver an exceptional customer experience? Answer: While there is no “one-size-fits-all” alignment, many successful companies now include a customer experience (CX) executive who manages all customer-facing operations either directly or indirectly. To underscore the importance of this position, it typically reports directly to the COO or CEO, and is held by a politically skilled individual who is adept at get

Contact Center 62

Contact Center Customer Experience Government CX 62

Confirmit

FEBRUARY 20, 2020

Confirmit Studio makes the complex simple, helping you to deliver personalized end user experiences across data analysis, exploration and taking action. Using Confirmit Studio you can easily add your preferred widgets onto a canvas to build out reports and dashboards tailored to the unique needs of your company’s users. The pages you create can provide at-a-glance data visualizations, reports, metrics and KPIs, as well as support tactical and strategic actions.

Voice of the Customer 52

Voice of the Customer 52

CSAT.AI

FEBRUARY 19, 2020

Though there are great customer service experiences, they are not considered the norm. You want to define exceptional customer experience, and make it standard at your company. One of the keys to this puzzle is service agents who can “read the room”. They tune in to what your customer needs beyond their question or product issue. Using soft skills like humor, creativity and empathy in customer service, agents are able to change a mediocre customer experience into a memorable one.

Customer Service 52

Customer Service Omnichannel Start-ups CX 52

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