CX Accelerator

MARCH 16, 2020

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Are you sold? In all seriousness, I recently had a conversation with someone who voiced their disdain for the term “agent” when referring to a customer service or contact center professional.

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Contact Center CX Customer Service Engineering 228

Callminer

MARCH 18, 2020

The debt collection industry is changing and ever-evolving. Laws related to consumer credit, creditors rights, and collections are constantly under revision.

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Beyond Philosophy

MARCH 19, 2020

We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. Some of the research told us what we expected to hear, but some of the revelations might surprise you. We talked about this research in a recent podcast. You All Want Growth.

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CX Net Promoter Score AI NPS 191

Intercom, Inc.

MARCH 17, 2020

Building an app ecosystem is a big challenge, as we all know, but what does the long, hard work of maintaining that ecosystem look like? For the past year, we’ve been focused on cultivating a robust, enduring ecosystem of apps for the Intercom App Store. One of the problems we’ve been trying to address is the case of apps that break break or become non-functioning.

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Start-ups Engineering 164

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

CX Accelerator

MARCH 16, 2020

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Are you sold? In all seriousness, I recently had a conversation with someone who voiced their disdain for the term “agent” when referring to a customer service or contact center professional.

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Contact Center CX Customer Service Engineering 182

Callminer

MARCH 15, 2020

In this article, we cover the essential elements of business intelligence and address their potential for helping organizations grow.

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Intercom, Inc.

MARCH 16, 2020

In this unprecedented and uncertain time, Intercom’s first priority is the health and wellbeing of our staff and their loved ones, the communities we work in, and the customers we support. We wanted to share what steps we’ve been taking in recent days to protect these groups. We hope these measures will also contribute, if even in a small way, to slowing down the spread of the virus.

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Uniphore

MARCH 19, 2020

Conventional wisdom accepts it’s cheaper to keep existing customers than to get new ones. Then why is it companies pay so little attention to creating brand loyalty? Treating your customers right and giving them what they want should be a no-brainer. Read More.

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Customer Loyalty 130

Navedas

MARCH 18, 2020

When we put out our blog last week on facing changes we didn’t yet know how big they would be. This week we are in a new paradigm due to COVID-19, where remote work is a necessity. For some of you this may be new. The post Crisis as Catalyst: Managing Your Remote Customer Service Team appeared first on Navedas.

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Customer Service Customer Satisfaction 130

Heart of the Customer

MARCH 18, 2020

We’ve been in customer experience quite a while now. To paraphrase Liam Neeson – we have a very particular set of skills, skills we have acquired over very long careers. And we’d like to use what we know to help you help your customers when so much is out of your control. Below are five […]. The post 5 virus-related CX tips you need TODAY appeared first on Heart of the Customer.

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CX Customer Experience Customer Relationship 145

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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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UJET

MARCH 17, 2020

A strong customer support team is integral to the success of any business. But a strong team doesn’t need to be in the same office to ensure success. The rise of remote work has proven that employees can be as, or more, efficient in their work outside of the office. But even with a dispersed team, managers and supervisors can ensure that agents are providing the expected high-quality support to maintain positive customer experiences.

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Contact Center Customer Satisfaction Customer Feedback Customer Experience 121

Beyond Philosophy

MARCH 18, 2020

Shark attacks have overblown importance compared to how often they occur. But since TV and movies have made so much of these rare, and rarely fatal events, we are sure we will be the next victim. These unlikely worries are the result of a psychological phenomenon called the Availability Heuristic. This episode of the Intuitive Customer explores the Availability Heuristic and how it can help your brand promote customer-driven growth.

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Customer Experience 113

Kerry Bodine

MARCH 18, 2020

Hoo boy. It’s crazy out there. But you — yes, YOU — have an amazing opportunity to support both your fellow humans and the organization you work for. You have an opportunity to make changes to your offerings and your customer experience today that will: Support your customers’ wildly changing needs and expectations, Drive crucial revenue in the short term, and.

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Customer Experience Customer Loyalty 116

Customers That Stick

MARCH 20, 2020

SPECIAL NOTE: This video was pre-recorded prior to the outbreak of COVID-19 and the shutting down of many face-to-face businesses. While we certainly would have made it more current in content and tone for the current circumstances if recording today, we still think the underlying answer to this question is worth sharing. Prior to the current situation, the ability to work customer service jobs from home was increasing both as the technology and benefits of a distributed workforce increased.

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Customer Service Contact Center Customer Relationship Technology 103

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.

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Taylor Reach Group

MARCH 20, 2020

By Colin Taylor. One priority each of us should have on our “to do” for 2020 is mental health. Mental health disorders are pervasive, according to the Center for Disease Control (CDC), with nearly 1 in 5 Americans aged 18 or older reporting mental illness and more than 70% reporting at least one symptom of stress in 2016. Too often we overlook mental health issues as personal issues that are not the concern or responsibility of the employers or the organization.

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Contact Center 105

Beyond Philosophy

MARCH 16, 2020

You all want growth, don’t know what to prioritize to get it, and aren’t nearly worried enough about the disruption AI will have on your industry. At least, that’s what our research late last year told us. This episode of The Intuitive Customer reveals the trends we identified in our research late last year. While some of it was what we expected to hear, a few trends left us gobsmacked.

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AI Customer Experience 113

The DiJulius Group

MARCH 18, 2020

The Incredible Opportunities out of the Coronavirus Crisis in your Personal Life By now we should all be well aware of what we need to do and avoid doing to stay healthy. However, constantly checking headline news and social media during times like this can become an unhealthy addiction. As well as making it the. Read Full Article. The post The Incredible Opportunities out of the Coronavirus Crisis in your Personal Life appeared first on The DiJulius Group.

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Social Media Customer Experience 106

DMG Consulting

MARCH 18, 2020

Managing Contact Centers Through the COVID-19 Pandemic. This is DMG’s second column on the COVID-19 pandemic. The first one is available here. DMG is not providing medical or legal advice; all medical questions should be referred to your doctor and legal issues addressed to your lawyers. Here is the link to the US CDC site with information regarding this virus: [link].

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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

Fonolo

MARCH 19, 2020

We are living in a strange time. Almost every aspect of our lives has changed since Spanish Flu decimated the world’s population 100 years ago, but it’s at times such as these that humans typically revert to the same patterns. We’re already seeing some of that base behaviour in the supermarkets, as panic drives people into the lizard part of their brains, making poor decisions that ultimately make things worse for everyone.

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Contact Center Start-ups Technology Technology 91

Lumoa

MARCH 19, 2020

When money is tight and businesses are going through hard times, how can a business properly manage their customer experience management (CXM) resources wisely? We'll share everything you should know about allocating and managing your customer experience program when times are tough.

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CXM Customer Experience Customer Experience Management 90

Customers That Stick

MARCH 18, 2020

Are Customer Reviews Reliable? This is an age old question, or at least as old as the internet itself. The answer is simple. Yes, no, and maybe. If you’ve studied statistics at all, you may have heard of something called statistical significance. That means there is enough of a sample set enough data that the data can be judged as being a fairly good indication of the truth.

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Customer Relationship Customer Service 78

C3Centricity

MARCH 18, 2020

Marketing is a great profession and the marketing 5Ps is the code by which we live. I’ve worked in or with marketing teams for almost my whole career and I am passionate about brand building. From the outside, others see marketers as those who come to work late and seem to party all night. They always seem to be watching TV or jetting off to exotic places to talk about advertising!

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Sales Social Media Manufacturing Finance 62

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

Customer Bliss

MARCH 18, 2020

In this time of Coronavirus…let goodness prevail, instead of fear. Let kindness and grace be our first instinct. Let trust and respect become translated now into our business lives. These will lead to every kind of prosperity on the other side of this pandemic. Growth through admirable acts will define companies and people now. I was struck by this beautiful gesture of humanity in the Italian city of Siena.

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Healthcare Hospitality Hospitality Retail 86

Uplifting Service

MARCH 17, 2020

As the Coronavirus spreads, it brings new and unique challenges to organizations in every industry in all parts of the world. People are working in a time of tremendous uncertainty and stress. If you’re a leader in this unfolding drama, there is no clear view of the direction or duration of the crisis. The health of people near you may be threatened.

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Social Media Government Innovation Gaming 83

Customers That Stick

MARCH 17, 2020

It’s amazing to me how many companies destroy a customer relationship at the very end. How their attitudes change towards a customer at the end of that customer’s “ customer lifetime ”. A company that’s worked hard to deliver a good product, good service, and good experience, throws it all away when the customer leaves. Now, I don’t really rant for the sake of ranting, because that makes these posts about me and not you, and that’s not what we’re about.

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Customer Relationship Customer Service Customer Experience 78

PeopleMetrics

MARCH 16, 2020

Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. Alerts allow companies to recover lost customers, recognize star employees and generate new leads. This blog post is about the alerts that are triggered based on a customer response to a survey. At PeopleMetrics, there are three primary types of alerts that provide the highest value to our clients: Recover alerts.

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VOC Close the Loop CEM Business Administration 78

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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.

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Totango

MARCH 18, 2020

Dear Totango Community, In these unprecedented times, I wanted to personally reach out to you to express our concern and support for you, your families and your businesses. We at Totango will continue to be here to support you for whatever you need, personal or professional. Please simply reach out and let us know what we can do to help. The safety of our employees and community is of paramount importance to us and as such we’ve taken steps over the last few weeks to protect all – ce

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Touchpoint 77

TeamSupport

MARCH 20, 2020

For a variety of reasons, be it a cultural shift in the workplace or a major event like COVID-19, more companies have employees working remotely with little to no in-person interaction. And, for every time there's a remote employee, there's also someone who's tasked with managing a remote team. So, how can you keep a support team happy and working together when they are 10, 100, or even 1,000 miles apart?

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Sports Customer Service 80

Myra Golden Media

MARCH 18, 2020

If you and your customer service employees are stuck at home like most of us, it can be a fantastic time to jump into the professional development training you’ve been putting off. We have some free and low-cost ways to improve the sound, flow, and feel of your customer interactions. Our remote training options ensure your employees go back to work fully prepared and inspired to express the soul of your brand, and assured in their ability to handle challenging customers.

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Customer Service Customer Experience 71

Fonolo

MARCH 17, 2020

“Hyundai, like Sunday.”. I asked for it. I asked for the correct pronunciation of that internationally-renowned and beloved car brand, and now I’ll never forget it. And neither will you. Hyundai: You’ve probably heard of it; the name again on the tip of everyone’s tongues thanks to a memorable, highly-lauded SuperBowl Hyundai Sonata 2020 commercial featuring John Krasinski, Rachel Dratch, and Chris Evans sporting some iconic Boston accents — “Smaht Pahk” — an ad which has so far attracted

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Sports Customer Service Voice of the Customer Technology 67

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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