CX Accelerator
MAY 25, 2022
Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. If you have to, this means you have a problem or an unanswered question. You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs. When you do reach out, you want to know that you’re in good hands and that an answer or resolution to your issue is waiting at the end of that interaction.
Kate Nasser
MAY 22, 2022
Customer Experience Strategy Leaders: Your words need to say collaborate with customers not conquer them. Examples fr Kate Nasser, The People Skills Coach™ | #CX Leadership Teamwork Collaboration. The post Customer Experience Strategy: Do You Conquer or Collaborate? | #Leadership #CX appeared first on KateNasser.com.
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The DiJulius Group
MAY 23, 2022
“I think that the office as we know it, is over,” said Airbnb Chief Executive Brian Chesky, in an interview with Time magazine’s The Leadership Brief. The return to office workplaces has been met with some controversy and has revealed insights regarding how Americans want to work. Not only do a significant number of employees. Read Full Article. The post WILL THE OFFICE BECOME EXTINCT?
Callminer
MAY 23, 2022
Rick Britt, CallMiner's VP of AI, shares his thoughts on diversity in the contact center industry and how people can be better allies to help change the industry. Read more in his blog.
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
Adrian Swinscoe
MAY 26, 2022
This is a guest post from Satish Krishnamurthy, Global Practice Head – BFSI at Tech Mahindra. Imagine the seamlessness of ordering on Amazon or hailing a […]. The post Discovering customer experience in the banking industry first appeared on Adrian Swinscoe.
Intercom, Inc.
MAY 25, 2022
We’re serious about delivering the best customer experience with our Engagement OS. We have truly global ambitions to bring our mission of making internet business personal to the biggest enterprise customers across the world. This ambition is reflected in the way we design and build the infrastructure that supports the Intercom platform. We are building for the long term – that means ensuring reliability by default, and the ability to accommodate massive scale as we grow. .
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Callminer
MAY 25, 2022
Conversation intelligence platforms can power your entire business improvement roadmap by providing your teams – from the contact center to the C-suite. Learn more in this blog.
Adrian Swinscoe
MAY 23, 2022
Today’s interview is with Samantha (Sam) Richardson, a principal visioneering consultant for Twilio Foundry. Sam joins me today to talk about why many people don’t think […]. The post Why you shouldn’t always build for the ‘happy path’ – Interview with Sam Richardson of Twilio first appeared on Adrian Swinscoe.
Intercom, Inc.
MAY 26, 2022
First contact resolution (FCR) is a metric that measures how often your customers’ queries are resolved after their first call, email, text, or chat session with your company’s support team(s). It provides a view on how efficient your company is at responding to your customers’ challenges. . Unlike “first call resolution”, a similar metric, first contact resolution examines your success across all channels, not just phone.
Beyond Philosophy
MAY 25, 2022
The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. As a result, their team was always pressured to streamline staffing, coached to be as efficient as possible with multiple priorities, and designed to generate the least amount of cost.
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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
MAY 27, 2022
Product-led growth (PLG) has emerged as one of the best strategies for selling SaaS software. It lets your product do the talking, departing from a sales-led growth strategy that depends on a conventional sales pitch. SaaS businesses adopt product-led marketing to lower customer acquisition costs while improving customer retention and accelerating revenue growth.
Shep Hyken
MAY 27, 2022
This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience. Talk of productivity, and we all have got something to share.
Intercom, Inc.
MAY 25, 2022
I’m not going to sugarcoat it – it’s not looking good out there. In the midst of a harsh market sell-off, many tech organizations, even some which, up until a few months ago, had been raising new rounds or had runway to spare, have started to announce spending cuts, layoffs, hiring freezes, and slowdowns. For product folks the pressure’s on to revise your roadmap and short-term strategy to account for a narrowing budget, and shifting customer priorities.
Zonka Feedback
MAY 26, 2022
Customer Service is one of the most important aspects of the overall Customer Experience. Customer service experiences influence the direct growth of brands. Therefore, it is critical to discover factors that are important for your customers to perceive service experiences as good. According to Dimensional Research, customer service ranked number one among customers when asked about factors that influence their level of trust and loyalty to a company.
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.
Hodusoft
MAY 26, 2022
HoduCC – Call Center and Auto Dialer Software Stands out as FrontRunner in the Gartner report. Providing impeccable services through tech-driven software, HoduSoft has become one of the reputed names in the unified communication industry. HoduSoft has bagged the title of FrontRunner as Top Call Center Software and Auto Dialer software, HoduCC from Software Advice, a Gartner company.
Zendesk
MAY 27, 2022
As a service-first company, we update our terms and policies on an annual basis, driven by customer feedback, evolving legal standards, and product updates. A summary of the key updates is below. If you would like more information about our legal terms, please visit our Agreements and Terms Website. If you would like more information about our privacy and security practices, please visit our Trust Center Website.
Intercom, Inc.
MAY 26, 2022
Customer onboarding is the process by which you welcome new customers and get them acquainted with your product. . It’s also the time when you can reduce any anxiety customers might have about your product and help educate them about how your product can best provide value. What does customer onboarding mean? Customer onboarding programs differ by product and target customer.
Zonka Feedback
MAY 25, 2022
When it comes to running a hotel business, it becomes vital to see if you were able to satisfy your guests or not because hotel guests usually share their experiences with their friends and known ones. So, businesses that fall under the hospitality sector including restaurant and hotel chains should use online survey tool because, only with the help of Guest Feedback, you get to know how your guests feel about you and your hotel or restaurant.
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.
Hodusoft
MAY 24, 2022
Top Reasons Cloud-based Is Better Than On-Premise For Contact Centers. Contact centers are becoming increasingly important to modern business, and they are the central hub in a company to assist with customer retention and building brand loyalty. Many businesses are moving to cloud based contact center software to maximize the flexibility, scalability, and cost benefits. .
Zendesk
MAY 25, 2022
I have been working in CX for six or seven years. But only when I joined Tymeshift did I feel like I’d really entered the CX community, learned the ins and outs, and saw how important it is: not just for me, but for my whole company. Being an active member of the CX community can and will impact your company’s performance: It generates leads and valuable partnerships, and it creates brand awareness when you start getting invited to events, for example.
Intercom, Inc.
MAY 25, 2022
A marketing-qualified lead (MQL) is a qualified prospect who has interacted with a brand’s marketing content or marketing channels in a meaningful way but hasn’t yet engaged with the brand’s sales team. . Marketing-qualified leads have registered interest in a brand’s products or services by engaging with a brand’s marketing efforts, such as by downloading content assets, filling out an outline form, or adding items to a shopping cart (without checking out). .
Totango
MAY 24, 2022
Customer relationship management software is great for sales, but it isn’t a substitute for a customer success platform. In this blog, we’ll talk about why CRM features alone aren’t sufficient for an effective CS strategy. First, we’ll take a look at what a CRM is and what benefits its functionality delivers. Then, we’ll distinguish what CRM software does from what a CS platform does, highlighting why a CRM tool alone isn’t enough to perform CS functions and how you can benefit from coupling you
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
Hodusoft
MAY 24, 2022
IP PBX. A Detailed Insight Into ACD (Automatic Call Distribution) System and Its Importance For Today’s Businesses. In today’s time, all the well-performing call center solutions have ACD as one of their primary components. ACD or Automatic Call Distribution makes the communication process smooth and easier. A call center is a place where the agents have to deal with a lot of callers on a daily basis.
Zendesk
MAY 23, 2022
In an era where anyone’s questions can be answered with a quick Google search, traditional sales strategies have lost a lot of their value. Why bother meeting with a sales rep just to learn information you can find on a website? It’s a waste of everyone’s time, and these days, time is a very precious commodity. Salespeople who use product details and specs as the main driving force behind their sales tactics can’t compete in this new market.
Intercom, Inc.
MAY 24, 2022
Mentorship can play a key part in any career, no matter what stage. Whether you’re an individual contributor, manager, or director, you can leverage your own skills – and those around you – to influence growth across your team, org, and company. Broadening the definition of mentorship. We often view mentorship through a very specific lens: one person sitting down with another, more junior person, to impart some valuable experience or knowledge.
Fonolo
MAY 25, 2022
Operating a successful contact center is an expensive endeavour. From agent hiring and training to in-house IT support, marketing, and HR, call center costs quickly add up. Though some folks believe cutting corners on equipment is a great way to save your call center some cash, we beg to differ. Employing the right technology for your contact center’s specific needs can cut call center costs incrementally, leading to more productive call center agents who stick around longer and improved c
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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.
The DiJulius Group
MAY 25, 2022
Episode 087: Mastering Employee Engagement Jared Green is a speaker, author, and executive coach. He is known for bridging the gap between human engagement and organizational development through his company, Engage 365. Jared’s mission is to reimagine and redesign the employee experience with people strategies that best support business strategies. Jared’s company and his mission.
Zendesk
MAY 26, 2022
In today’s market, even the most successful salesperson needs a little backup. 81 percent of buyers research products online before contacting sales, so if your company doesn’t have a bit of advertising skin in the game, you’re not getting very far. Customers need to know what they’re buying. Sure, it’s the salesperson’s job to come up with a unique selling proposition , but they shouldn’t do it alone.
CSAT.AI
MAY 24, 2022
Updated May 2022 Following our previous blogs which cover agent abuse is the question of banning bad customers. The goal is for both the customer and the agent to have positive experiences that benefit everyone and the bottom line. An abusive agent is detrimental to a company, as is an abusive customer. Is banning bad customers good customer service?
Fonolo
MAY 25, 2022
Operating a successful contact center is an expensive endeavour. From agent hiring and training to in-house IT support, marketing, and HR, call center costs quickly add up. Though some folks believe cutting corners on equipment is a great way to save your call center some cash, we beg to differ. Employing the right technology for your contact center’s specific needs can cut call center costs incrementally, leading to more productive call center agents who stick around longer and improved c
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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