Callminer
AUGUST 22, 2018
Once you’ve collected the data, you need to do something with it to improve the customer experience and deliver exceptional customer service consistently. Actionable analytics is key.
Intercom, Inc.
AUGUST 24, 2018
For all the time and money we spend attracting customers to our website, isn’t it odd how little we spend trying to convert them? These live chat stats will show you the conversion power of messaging. According to an eConsultancy report , for every $92 spent acquiring prospects only $1 is spent converting them. Sure, that dollar could give you returns in spades, but in reality the odds of that are no better than a craps table in Las Vegas.
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Beyond Philosophy
AUGUST 23, 2018
Non-conscious influence has a significant effect on your customer’s behavior. Non-conscious influences are stimuli of which a customer is not aware. What’s more, these non-conscious influences exist in your Customer Experience even if you haven’t been deliberate about your design of them. In our latest podcast , we defined some terms that describe the information that influences behavior, including: Subliminal: Something you sense but that your conscious mind did not register, meaning it is pi
Fonolo
AUGUST 23, 2018
Listen: We can learn a lot from cartoons. I can think of few better examples than The Simpsons , an arguable work of art now approaching its 20th year on air. With never-ending talent churning through its writers room, the show is regarded not only as a universally-identifiable comedic cartoon, but also as a source of critical commentary on human behavior.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Callminer
AUGUST 23, 2018
No matter what industry you serve, chances are your customers have high expectations. As a contact center, it is your primary responsibility to understand and manage customer expectations. That includes determining if customers feel their needs are being met on every call. Collecting this valuable speech and text data or over all interaction data is just the first step in managing customer expectations though.
Intercom, Inc.
AUGUST 20, 2018
The phrase “cross-functional” is most commonly used to describe a team made up of of people with different functions or skills. At Intercom for example, our product teams include designers, programmers and product managers , unique roles working together as one. Or you might hear the term used when teams from different parts of a business work together on a big project, like the launch of a new product or release.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Fonolo
AUGUST 22, 2018
Just like me, you probably remember dozens of random 1-800 phone conversations with Johns, Jacobs, or Janes. They have called us from contact centers in the middle of the work day, when we ourselves were working on getting through that jerk chicken during a barely 15-minute lunch break. If I am not wrong, then it is safe to say that nine out of 10 times, we have hung up after the robotic, brief introduction and then wondered why they bothered calling us in the first place.
Callminer
AUGUST 21, 2018
Read the full Aberdeen report here to gain a full understanding of which strategies and trends are most important in 2018.
Intercom, Inc.
AUGUST 22, 2018
“We wanted flying cars, instead we got 140 characters.”. – Peter Thiel. People in tech commonly overestimate the impact of big things and underestimate the power of small things. We constantly talk about the next big thing that will change everything, the next revolution that will inevitably happen. In the past few years it has been AI, chatbots, VR, blockchain and whatnot.
Customer Experience Matrix
AUGUST 18, 2018
A few weeks ago, I critiqued several articles that attacked “myths” about Customer Data Platforms. But, on reflection, those authors had it right: it’s important to address misunderstandings that have grown as the category gains exposure. So here's my own list of CDP myths and realities. Myth: CDPs are all the same. Reality: CDPs vary widely. In fact, most observers recognize this variation and quite a few consider it a failing.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
Myra Golden Media
AUGUST 20, 2018
When a customer reaches out to you about a problem, they usually don’t think things will be easy. They expect to enter a fray. To customers, it’s them against you. Visually, it’s like this. There’s a brick wall between you and your customer. You are on one side of the wall, and your customer is on the other. The customer sees the issue they’re trying to get resolved as being on the same side of the brick wall as you.
Retently
AUGUST 22, 2018
“You can’t have a mid-life crisis in the airline industry, because everyday is a crisis.” – Herb Kelleher. Maintaining an airline is a mess. From ensuring flight safety and regulators’ compliance to providing scrumptious meals, from battling global uncertainties to keeping airfares competitive, every system has to work like a Swiss watch to ensure on-time performance.
TeamSupport
AUGUST 24, 2018
Living in an era where there’s seemingly a statistic for everything, it can be difficult to truly understand the real value of each data point. You may look at your email count for the day, see it’s in the triple digits, and say “wow, I’ve had a busy day”. But on closer examination, half of the emails are holiday junk and a quarter are from a vendor who can’t get meeting invites right, leaving only the usual amount of “real” emails in your inbox.
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Customer Service Life
AUGUST 22, 2018
This article was originally published on the FCR blog on July 17, 2018. Click here to read the original. When customers contact you with a problem, do you apologize or do you not? Let’s work through a couple scenarios. In the first scenario you work for a SAAS (Software as a Service) provider and a customer is calling in because their service is impaired.
ProProfs
AUGUST 21, 2018
Strategically, when a company plans to invest in economic development and chases the technology upgrade, it requires talented employees commanding proficient skills. And for this reason, providing training incentives becomes the need of an hour to stay ahead of the race. Did you know that the US companies spent more than $70 billion in 2016 solely on training to help employees in attaining higher skills?
Heart of the Customer
AUGUST 22, 2018
Do your employees love your company? Jim Tincher joins Shiftonomics to break down the customers’ journey, and how strongly it is impacted by corporate culture and the effort the company puts into empowering its frontline teams. You’ll Learn How to hire people who care Keys to maintaining employee engagement How to map each customer’s journey […].
Customer Experience Matrix
AUGUST 21, 2018
Forget about Martech, Adtech, or even Madtech. The next big thing is BadTech. I’m referring to is the backlash against big tech firms – Google, Amazon, Apple, and above all Facebook – that have relentlessly expanded their influence on everyday life. Until recently, these firms were mostly seen as positive, or at least benignly neutral, forces that made consumers’ lives easier.
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
DMG Consulting
AUGUST 20, 2018
Contact Center Management Is Both an Art and a Science. 7/1/2018. By Donna Fluss. View this document on the publisher’s website. It’s alarming how many contact centers are managed without metrics, yet running a contact center strictly by the numbers is no silver-bullet solution either. In other words, contact center management is both an art and a science.
ProProfs
AUGUST 20, 2018
Examinations are one of the crucial phases in students’ life which they can’t escape. Likewise, it is equally intriguing for educators to create exams to assess students’ learning continually. While making several assessments, exams focus on contemplating learning objectives and providing valuable feedback on the knowledge retained by the learners. Reliable exams, at their core, create a significant impact on student’s learning.
Fonolo
AUGUST 21, 2018
Last week, Facebook announced that WhatsApp could now be used as a customer service platform. We now have an interesting race between Apple’s “Apple Business Chat”, Facebook’s own “Messenger for Business”, and Twitter. The goal is to grab a vital piece of the eCommerce landscape: The channel for customer service communication. What caught my eye is that WhatsApp is asking companies to pay in order to use its platform for customer service.
Customer Bliss
AUGUST 23, 2018
At a time when more and more people are taking public transportation, customer experience for commuters has a big impact on their daily lives. How do you create great service for such a complex system? In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Comm100
AUGUST 21, 2018
The decision to take on chatbot customer service is an exciting one for companies. Like with any new initiative, there are a series of considerations that organizations should take into account to ensure this endeavor goes according to plan. One of those considerations is metrics. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.
ProProfs
AUGUST 21, 2018
Strategically, when a company plans to invest in economic development and chases the technology upgrade, it requires talented employees commanding proficient skills. And for this reason, providing training incentives becomes the need of an hour to stay ahead of the race. Did you know that the US companies spent more than $70 billion in 2016 solely on training to help employees in attaining higher skills?
Chip Bell
AUGUST 21, 2018
My brother and his wife and their two grown children with spouses and children are spending the weekend with us. With my reputation as Mr. Customer Service on the line, we want to be the “hostess with the mostest.” My brother’s son-in-law is gluten intolerant. It carries special exceptions when planning all meals. And, it has driven us to sections of the grocery store we never visit.
Customer Bliss
AUGUST 22, 2018
Does your company need a CCO? You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. Like many other retailers, Walmart is facing serious competition from Amazon and is aiming to improve its customer experience both online and in-stores.
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
ClientSuccess
AUGUST 22, 2018
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.
ProProfs
AUGUST 24, 2018
One of the major problems today’s businesses face is the lack of trust. According to the Elderman 2016 Trust barometer , 35% of people don’t trust the company they work for. The results the Global generations study by EY shows are even more worrisome. They found that only 46% of employees have a great deal of trust in their employers. The factors that led to this are multiple, from unfair employee compensation and unequal opportunity for promotion to poor collaboration. .
SugarCRM
AUGUST 22, 2018
I know what you’re probably thinking: What is Sales Velocity in the first place? Here’s a simple answer: How much revenue you can expect to bring in each day; calculated by the PRODUCT of 1) the number of opportunities you have in sales pipeline, 2) the average value of your opportunities and 3) your percentage win rate – DIVIDED by 4) the average sales cycle length in days.
Customer Bliss
AUGUST 22, 2018
Does your company need a CCO? You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. Like many other retailers, Walmart is facing serious competition from Amazon and is aiming to improve its customer experience both online and in-stores.
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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.
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