Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Given the sheer number of metrics and KPIs that call centers could track, it’s no surprise that some metrics tend to go overlooked.

Contact Center 561

Contact Center Non-Profits Compliance Start-ups 561

Intercom, Inc.

OCTOBER 8, 2018

Earlier this year I gave a talk at UX London, and it’s no exaggeration to say that it felt like it had taken me my whole career to write it. The talk tackles the assumption among many designers and UX people that UX should be at the center of their company. Watch the video of my talk below, or read the lightly edited transcript. The talk you need to hear.

Engineering 220

Engineering Sales Start-ups Finance 220

CX Accelerator

OCTOBER 9, 2018

Breaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more. Consumers are not as likely to fill out surveys as they once were.

VOC 160

VOC Unstructured Data Close the Loop Social Media 160

Beyond Philosophy

OCTOBER 11, 2018

We all want to sell more. So how do we do this? A powerful sales technique exists that can help. The best sales organizations use it well; the worst, not so much. It is based on a psychological concept called reciprocity, and it might be what you need to get (or keep) your foot in the door. We discussed reciprocity in our recent podcast episode. Reciprocity is a concept in psychology that describes how people respond to a positive act with another one in return.

Sales 137

Sales Customer Loyalty Start-ups Customer Experience 137

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

OCTOBER 10, 2018

We asked 20 call center pros to share the most undervalued call center metrics. If you want to improve agent performance, check out their responses to find out if you’re overlooking important KPIs.

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Intercom, Inc.

OCTOBER 9, 2018

When it comes to capturing people’s attention, there is nothing quite as effective as video – according to one study, 69% of people have decided to buy software after watching a video. For Sales Development Representatives, who are at the front line of sales teams, capturing attention is crucial to their success. A lot of our time and energy is spent trying to engage potential customers with outbound messaging.

Sales 126

Sales Start-ups 126

Beyond Philosophy

OCTOBER 12, 2018

What are the six strategies for making your experience convenient? Colin and Ryan interview Shep Hyken, Customer Service and Experience expert about his latest book “ The Convenience Revolution ‘ Shep reveals these strategies. The post How To Make Your Experience Convienent appeared first on.

Customer Service 120

Customer Service 120

Callminer

OCTOBER 9, 2018

CallMiner announced a partnership with Medallia, the leader in Customer Experience Management cloud technology.

Voice of the Customer 182

Voice of the Customer Customer Experience Management Technology Technology 182

Fonolo

OCTOBER 10, 2018

The rise of digital commerce and the growth of social media have given consumers powerful tools to share their thoughts and feedback with brands. The ability for customers to tout their distinct opinions with far-reaching audiences is a new phenomenon that has shifted the way brands must think and operate. Excellent customer service must become a central component of companies’ strategies if they hope to survive and thrive in this digital age.

Customer Service 104

Customer Service Artificial Intelligence Social Media Entertainment 104

Win the Customer

OCTOBER 12, 2018

The customer service landscape is changing, with technology allowing customer service to shift from call centers and direct contact solutions to self-service technology. . “Customers have begun to use, and in some cases even prefer, non-agented interactions,” says Ian Jacobs, principal analyst at Forrester. “They use knowledge bases, FAQs, mobile customer self-service, chatbots and peer-to-peer communities in increasing numbers.”.

Contact Center 98

Contact Center Customer Satisfaction Technology Technology 98

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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.

VOC

UJET

OCTOBER 11, 2018

When customers contact your team, they're looking for solutions. Providing those solutions is the basis of a good customer experience. When you're able to connect with customers, provide them with personalized support, and interact in the support channel that best suits their current problem, that's an even better experience.

Customer Experience 52

Customer Experience 52

Customer Service Life

OCTOBER 10, 2018

This post was originally published on CallCenter Weekly. In the contact center community, we understand the true value of a happy customer. We’ll do whatever it takes to make sure that we leave our customer satisfied. But – let’s consider this for a moment: In order to take the best care of others, we must first take the best care of ourselves.

Contact Center 88

Contact Center Healthcare Start-ups Customer Service 88

Fonolo

OCTOBER 9, 2018

Summer may be over, but the sun is rising on a busy 2018 fall trade show season. Fonolo has many events on the horizon, but is especially excited to be a first-time exhibitor at SOCAP’s Re-Imagine Customer Care Conference , October 21-24, 2018, at the Grand America Hotel in Salt Lake City, Utah. Produced by SOCAP International, a collaborative community of leading customer care experts from diverse industries, the Re-Imagine Customer Care Conference will bring together renowned brands and

Customer Service 78

Customer Service Customer Experience Contact Center 78

TeamSupport

OCTOBER 12, 2018

It’s no secret that the SaaS (Software-as-a-Service) industry is on fire right now. More businesses are moving their technology stack from silo'd, on premise software installs to cloud instances with improved accessibility and reliability. Given so many companies are making this switch, why should you care at all about customer loyalty? After all, so many businesses are evaluating SaaS options that even if they churn, there will be five more waiting and ready to sign up, right?

Customer Loyalty 53

Customer Loyalty Sales Technology Technology 53

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

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

Chip Bell

OCTOBER 10, 2018

The following is a guest post by customer service and customer experience expert, Shep Hyken. I believe that that the next competitive differentiator will be convenience, and I’ve written an entire book on the subject, The Convenience Revolution. Offering customers convenience is essential to keep them coming back. It takes your customer service and customer experience to the next level.

Start-ups 53

Start-ups Innovation Technology Technology 53

The DiJulius Group

OCTOBER 10, 2018

Is Your Key Performance Indicator The Right One? Every company needs to have ONE customer experience key performance indicator (CX-KPI) measuring which customer facing employees, teams, and locations are delivering a world-class experience and which are not. While meeting with the CEO’s of our clients during preliminary discovery, many feel confident they know what their.

CX 53

CX Customer Experience Customer Service 53

Totango

OCTOBER 12, 2018

We’ve had a very busy week full of exciting news at the Totango HQ and in Barcelona attending SAP CX Live! . First off, we are pleased to announce Totango Spark , our flagship software platform is now available. Spark guides enterprises through the successful completion of each stage in the customer journey with relevant KPIs, dashboards, analytics and best practices to achieve business goals faster.

CX 48

CX Innovation Sales 48

Customer Bliss

OCTOBER 9, 2018

I hope you had a fantastic CX Day last week! I was on the road, so I celebrated with my good friend Martin Hand , chief donor officer of St. Jude Children’s Research Hospital , where I gave a keynote to their team. While I was there, I shot this short video with him and asked him to share his path to his position at St. Jude and what he’s learned along the way. .

Hospitality 44

Hospitality Hospitality Non-Profits CX 44

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

Chip Bell

OCTOBER 8, 2018

Bella Fleck is arguably the greatest banjo player in the world. Winner of 16 Grammy Awards, his amazing repertoire ranges from bluegrass to classical. He made the news in the music world when he wrote a banjo concerto called “The Imposter” and performed it with symphony orchestras around the country to sell-out crowds. A banjo in a symphony? Banjos don’t go with Bach and Beethoven.

Gaming 49

Gaming Start-ups Innovation 49

The DiJulius Group

OCTOBER 9, 2018

One word can do so much – it can crush spirits, or it can help fuel growth and success. The impact of feedback is determined by both delivery and acceptance. Important feedback delivered poorly can demotivate. Conversely, feedback involving a hard message delivered well can motivate. To truly focus on improving feedback, we need to. Read Full Article.

Customer Service 47

Customer Service 47

Totango

OCTOBER 12, 2018

We’ve had a very busy week full of exciting news at the Totango HQ, and in Barcelona attending SAP CX Live! . First off, we are pleased to announce Totango Spark , our flagship software platform is now available. Spark guides enterprises through the successful completion of each stage in the customer journey with relevant KPIs, dashboards, analytics and best practices to achieve business goals faster. .

CX 48

CX Innovation Sales 48

Customer Bliss

OCTOBER 11, 2018

In this special video episode of “The Chief Customer Officer Human Duct Tape Show” podcast, I interview Jay Baer , founder of Convince & Convert , a digital strategy consulting firm that helps prominent companies with customer retention and acquisition, and author of the new book “ Talk Triggers: The Complete Guide to Creating Customers With Word of Mouth, ” on how to operationalize experiences that creates word-of-mouth marketing for your business.

B2C 42

B2C Social Media Customer Acquisition CX 42

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

ClientSuccess

OCTOBER 8, 2018

ClientSuccess will host Greg Daines (The Churn Whisper), Founder and CEO at Client Velocity , for this month’s customer success webinar series: The One Question that Will Transform Your Customer Success Strategy. Greg will introduce you to a simple customer success question that will help you and your organization become truly customer centric. Learn the one question backed by research and data that will help your customers stay and grow.

NPS 40

NPS Sales Customer Satisfaction Technology 40

Confirmit

OCTOBER 11, 2018

Confirmit Horizons™ Version 24 is the latest release of our award-winning software for Voice of the Customer, Voice of the Employee, and Market Research programs. It provides you with richer insights so you can make smarter decisions and take action faster. You can listen to what consumers are saying across a range of different channels, analyze that information and assign actions appropriately to manage business change.

Unstructured Data 40

Unstructured Data Sentiment Analysis Close the Loop Artificial Intelligence 40

iQor

OCTOBER 11, 2018

Celebrations around the world to thank our customer service agent iQorians!

Customer Service 40

Customer Service 40

Help Scout

OCTOBER 9, 2018

There’s no static formula for what customers want. As technology evolves — and the way we interact with customers evolves with it — preferences change, too. Although fast, helpful customer support over phone and email used to be a differentiator, it’s not enough anymore. Live chat software raised the bar with the expectation of instant, comprehensive help from customer support professionals.

E-commerce 40

E-commerce Real Estate Start-ups Education 40

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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.

AI

ClientSuccess

OCTOBER 10, 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.

Start-ups 40

Start-ups Touchpoint Technology Technology 40

SugarCRM

OCTOBER 11, 2018

As we closed the first day of SugarCon 2018, I’m left with one clear takeaway from the day. The more things change, the more they stay the same. Business is still business. In the midst of incredible changes in technology, communications and how we live every day, business is still business. I have always viewed business as a very personal activity.

CRM 39

CRM Customer Relationship Management Technology Technology 39

iQor

OCTOBER 9, 2018

Thanks to the Internet of Things (IoT), connected device adoption is exploding.

Customer Experience 40

Customer Experience 40

CX Journey

OCTOBER 10, 2018

Image courtesy of Pixabay Time to tackle another differentiation! Last week, I once again tackled the topic of the differences between customer experience and customer service. This week, I'm going to see if I can do justice to the differences between customer experience and customer success. Controversial? Yes. I think there's controversy when trying to delineate customer experience with customer service, but the conversations become a bit more heated when it comes to customer experience and cu

Customer Experience 37

Customer Experience B2B B2C Engineering 37

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