What is Sentiment Analysis? Examples, Best Practices, & More
Callminer
APRIL 29, 2019
Sentiment analysis can be a powerful tool for steering companies to successful outcomes from every customer interaction. Learn more about it here.
Callminer
APRIL 29, 2019
Sentiment analysis can be a powerful tool for steering companies to successful outcomes from every customer interaction. Learn more about it here.
Intercom, Inc.
MAY 1, 2019
Every product design project is a bit like climbing a hill. You ascend the hill to gain perspective on the surrounding terrain, but you don’t know what’s on the other side – you’re figuring out how to approach the problem, and you uncover and resolve the unknowns. Once on top of the hill you have a clear view – you can see the shape of the landscape and make out the path down, you can picture what needs to be done to make progress.
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Beyond Philosophy
APRIL 28, 2019
What Customer Emotions Drive the Most Value. 15 years ago, in Munich, I was asked a question I couldn’t answer when presenting to an insurance company. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. No, he wanted to know how much money he would get back by investing in my idea. I didn’t know.
Heart of the Customer
MAY 1, 2019
This post, written by Heart of the Customer Program Manager Cathy McLane, is the second in a week-long series about some of the ways journey mapping differs from traditional market research. Guest authors Corey Pawlak, Cathy McLane and Nicole Newton will share their expertise in recruiting and interviewing B2B customers, why 10-page reports are better […].
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Fonolo
MAY 1, 2019
News broke last week that Mitel is proposing an all-stock buy-out of Avaya. The week prior, rumors were circulating that Avaya was engaging bankers to find a buyer. This is the latest twist in a long, zig-zagging road for the company. It’s only been 16 months since they emerged from bankruptcy. There’s a tasty irony to an Avaya-Mitel merger. Avaya’s core call center business was the result of an acquisition of Nortel assets, following the latter’s bankruptcy in 2009.
TeamSupport
MAY 3, 2019
Feedback matters in the customer-centric era of business we work in. Whether it’s a customer telling your CEO that an agent did a great job or giving them a “negative” face after a chat session, there are many ways companies can receive feedback about their business. One method that has increased in popularity over the years is ratings on third-party sites.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Heart of the Customer
APRIL 29, 2019
We find a lot of confusion in the marketplace around journey mapping. Some think that journey mapping is just a workshop where you take all the people who created your broken, siloed experience, give them Post-It Notes, and Bam! You have a journey map. Others go the opposite direction, considering journey mapping to be traditional […]. The post How Journey Mapping Differs from Traditional Market Research appeared first on Heart of the Customer.
Myra Golden Media
APRIL 29, 2019
Last week I shared my 3-Step De-escalation strategy at a Salesforce Trailblazers conference in Minneapolis. You know you’re creating value in a presentation when people start taking photos of your slides, Q & A is endless, and when your Twitter feed is aflutter with comments, compliments, and questions. I gave the audience my 3-Step De-escalation Strategy: Recognize, Reframe, Resolve.
Customer Service Life
MAY 3, 2019
In order to take the best care of others, we must first take the best care of ourselves. Do you agree? In the Innovators podcast episode with Phillip Lew, learn about how taking care of your employees and creating programs that inspire health and wellness have tangible financial benefits for organizations. I share realistic advice for organizations and leaders looking to help their employees become healthier, and happier.
Totango
MAY 3, 2019
Customer loyalty is priceless. If you retain customers , they’ll spend far more than the price of their initial purchase over a lifetime. Plus, current customers are more likely to make major purchases or upsells. But the only way to cultivate this prized group is to form meaningful connections which increase customer engagement and loyalty. Always keep the customer experience in mind.
Speaker: Jason Cottrell and Brian Walker
Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.
Heart of the Customer
MAY 2, 2019
This post, written by Heart of the Customer B2B Practice Lead Nicole Newton, is the third in a week-long series about some of the ways journey mapping differs from traditional market research. Guest authors Corey Pawlak, Cathy McLane and Nicole Newton will share their expertise in recruiting and interviewing B2B customers, why 10-page reports are […].
ProProfs
APRIL 28, 2019
Online learning is certainly one of the most useful tools for career growth because it lets students access to knowledge by providing them with an exclusive opportunity to discover and obtain fresh information at their own pace. Nowadays, a growing number of working students and professionals are being attracted by the benefits from online education and pursuing their preferred online courses.
Customer Service Life
APRIL 30, 2019
Did you catch the announcement? If not, look up! I’m speaking at ICMI Contact Center Expo in two weeks and I can’t freakin’ wait! I’m also anxious. Very anxious. I’m going to get vulnerable up there in front of you. I encourage you to be vulnerable. Brene Brown says, “ There is no courage without vulnerability.” So, let’s be courageous and vulnerable together, shall we?
DMG Consulting
MAY 3, 2019
WFM Solutions Adapt to Changing Needs. No contact center technology has undergone as significant a paradigm shift as the WFM sector. Its fundamental purpose and function remains the same, but the process is vastly different. The new generation of WFM solutions gives agents unprecedented visibility into and control over their schedules. But contact centers are also realizing many benefits, including reduced operating costs, optimized scheduling, improved performance, decreased staff attrition and
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Heart of the Customer
APRIL 30, 2019
This post, written by Heart of the Customer Project Manager Corey Pawlak, is the first in a week-long series about some of the ways journey mapping differs from traditional market research. Guest authors Corey Pawlak, Cathy McLane and Nicole Newton will share their expertise in recruiting and interviewing B2B customers, why 10-page reports are better […].
ProProfs
MAY 1, 2019
Taking personality quizzes online is surely fun and games. We all enjoy taking them, don’t we? After all, they reveal something about our professional personality. Answering a series of questions and then getting to know if you’re Ron from Harry Potter or Jon from Game Of Thrones is really exciting. But, have you ever wondered answering a series of questions while taking online assessment tests or a personality assessment test that would lead you on to the right career path?
Customer Service Life
APRIL 28, 2019
This article was originally published on the FCR blog on March 29, 2019. Click here to read the original post and click here to watch a video description of this post. It’s that time of the quarter where we take a few moments to share some of the tools and technologies that we’ve seen in recent months that you might want to evaluate for your customer service and customer experience.
Kerry Bodine
APRIL 28, 2019
The concept of the “journey” has permeated organizations over the past several years. While this might seem like good news to someone like me who champions the journey framework, I’ve noticed a disturbing trend — and it reminds me of one of my favorite movies. In The Princess Bride, the character Vizzini repeatedly exclaims, “Inconceivable!” in response to situations that are, in fact, quite conceivable — but simply contrary to what he hoped would happen, like a foe not falling to his death.
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Fonolo
MAY 2, 2019
After the grounding of all Boeing 737 Max 8 aircraft, calls to Air Canada’s customer service prompted a recording that said call volume had “temporarily exceeded the company’s capacity to answer or even place callers on hold.” While this was an extreme event, every call center faces the same problem at one time or another: Unpredictable spikes in call volume.
DMG Consulting
MAY 3, 2019
Question: We’re considering the addition of intelligent virtual agent capabilities to provide 24/7 customer service. How can we confirm they will provide the same information as our contact center agents? Answer: To ensure an intelligent virtual agent (IVA) delivers responses that are consistent with a human agent – and vice versa –requires a single source of “truth” for all users: internal and external, human and automated.
Customer Bliss
MAY 2, 2019
It takes skill to synthesize the knowledge you’ve gained and then disseminate in a way that will help leaders make financial, cultural, and leadership decisions. Rosalyn Curato , CCO of Allovue , a startup EdFinTech (education financial technology) company, knows how to leverage this skill. In today’s episode, Rosalyn shares how her background in finance and education consulting contributes to success in her CCO role.
Kerry Bodine
APRIL 30, 2019
I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. The short answer to the why question is that CX drives financial success. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer experience? I credit three events with the rise of our modern customer experience discipline.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Fonolo
APRIL 30, 2019
There are some amazing benefits to living in Canada (socialized health care, an abundance of maple syrup, and plenty of expressions for foreigners to mock, eh?). However, one clear downside is a lack of competition in the airline industry (that, and the proximity to polar bears). This is where our story begins. By all counts, Air Canada is an award-winning airline , a brand built on the notion of customer service.
CSAT.AI
MAY 1, 2019
We’ve heard the term “me, me, me generation” and that millennials are lazy and self-obsessed over and over again. The major news outlets quoting stats hasn’t helped. Hasbro even made a Monopoly for Millennials. Not everyone was amused though. Whether you buy into the stereotypes or not, the so-called ‘me me me’ generation is here. Their presence as the largest generation in history, until Gen Z , will shape commerce to come as they not only buy from existing businesses but become the next round
Steven Van Belleghem
APRIL 29, 2019
Following Moore’s Law. You probably know that I’m a big believer in following customer needs and expectations, and how smart and sensing technologies today are at the same time both fulfilling and increasing them. But what once seemed very ‘Day After Tomorrow’, has by now evolved into pure hygiene. Using tech to make the buying experience frictionless, personalized and predictive has become completely normal.
Kerry Bodine
APRIL 30, 2019
I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. The short answer to the why question is that CX drives financial success. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer experience? I credit three events with the rise of our modern customer experience discipline.
Speaker: Blackberry, OSS Consultants, & Revenera
Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?
The DiJulius Group
APRIL 29, 2019
This guest article is brought to you by Jesse Cole, speaker at the 2019 Customer Service Revolution. It’s not the employees’ responsibility to care, it’s the leaders job to give them a reason to care. The wrong question leaders are asking is “Why don’t our employees care?” The reason is simple: Your people don’t care because. Read Full Article. The post Getting Your Team To Care appeared first on The DiJulius Group.
CX Journey
MAY 1, 2019
I hate to tell you this, but you're just not.* I've been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I've learned a lot - or, rather, confirmed a lot. Namely, you might think you're journey mapping; you call it journey mapping; but it's not really journey mapping. Here's what happens.
ClearAction
MAY 3, 2019
6 Digital Experience Mission-Critical Trends Lynn Hunsaker. Digital experience in today’s 24/7 global world spans all industries — any organization where there is a need to integrate processes, data flows and business protocols to empower employees and customers to be happier and more productive. Digital natives — anyone whose childhood was filled with digital technology — have joined the workforce: they represent an ever-growing segment of purchasing power.
Kerry Bodine
MAY 3, 2019
If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. Its brilliance is in its simplicity: Everyone from customers to top executives understand that willingness to recommend connects directly to an organization’s financial success.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
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