Callminer
APRIL 20, 2020
Business Process Outsourcing has come quite a long way in the last few years, allowing companies to achieve unheard of levels of sophistication in their market offerings without adding the strain of a vast assortment of new disciplines onto their internal teams. In this article, we discuss BPO as a flexible tool for businesses to use and many helpful tips for doing so.
Intercom, Inc.
APRIL 23, 2020
As the saying goes “home where the heart is” and for now, it’s where you’ll find the office and the school and the shops and concerts too. H.O.M.E. is a special four-part series on Inside Intercom exploring what that means for various facets of life and learning how people across many industries and countries are managing to persevere with the help of technology.
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Beyond Philosophy
APRIL 23, 2020
We have a mirror that has been resting against the wall in our garage for the last five years. I want to give it away, but my wife Lorraine keeps saying, “No, we’ll sell that. It’s a nice mirror.”. It is a lovely mirror. But we aren’t going to get that much for it. Still, there it sits. Lorraine is demonstrating how the Endowment Effect works.
Fonolo
APRIL 20, 2020
At the risk of blowing our own trumpet, we’ve been hammering on about the necessity of preparing to handle call spikes for years now. No matter what you do as a contact center manager, there’s always going to be something you didn’t prepare for. It could be a freak weather event. Or it could be a sweeping pandemic that sends half the world’s population into quarantine.
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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.
Callminer
APRIL 23, 2020
What are some call center best practices for retaining top talent and improving the customer experience? Take a look in CallMiner’s latest blog post.
Intercom, Inc.
APRIL 21, 2020
Our mission, as we have often discussed, is to make internet business personal – that goal underpins everything we do and build. One key aspect of forging these personal relationships is not just that customers feel they have a personal connection with a business, but that businesses can actually benefit from knowing their customers. The reason real-world businesses can thrive by having good relationships with their customers is not just down to loyalty and trust, though that is important, but a
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Lumoa
APRIL 22, 2020
Conducting B2B customer surveys is for many a struggle. There are two major problems that B2B surveys often experience; not able to collect enough responses and hard to act on the feedback. Learn how to overcome these typical B2B survey problems.
Callminer
APRIL 19, 2020
Big Data represents a major opportunity for companies to turn all this readily available data into business intelligence and transform decision making.
Myra Golden Media
APRIL 23, 2020
It’s not unlike having your firstborn away at college. Your child is in the dorm and on her own. For eighteen years, you’ve prepared her for adulthood. But you worry. Is she making friends? Will she be safe at parties and with alcohol? Can she juggle classwork with fun? Is she eating healthy? Your employees are on their own at home. If a remote employee’s next phone call is from an angry, irate customer, can they handle it?
Uniphore
APRIL 21, 2020
How do you create a call center work environment when agents are worried, tired and stressed? As the coronavirus chaos continues, many contact centers face little choice but to allow their employees to work from home. Yet, working remotely has many complications. Overcoming security and privacy concerns and remaining compliant with governmental regulations requires call centers to walk a tightrope.
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
The DiJulius Group
APRIL 22, 2020
1. Feature Article Be The Best Decision Your Employees Ever Made By John DiJulius, Chief Revolution Officer Your company’s employee experience is on center stage. How we treat the human beings in our organization during this time will be what they remember forever. Every employee is in their most vulnerable state. They need to know. Read Full Article.
Callminer
APRIL 24, 2020
As recent research shows, the U.S. call center industry is alive and well. According to the data, the industry saw a total of 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations. What this means is there’s an imperative for call centers to drive operational performance excellence in order to remain competitive in the industry.
Heart of the Customer
APRIL 23, 2020
During these challenging times, I’ve been posting weekly videos on LinkedIn, sharing best practices on how customer experience (CX) pros can ensure their companies come out of this pandemic in a position of strength. We’ve also created a LinkedIn group, Managing the Coronavirus Experience (the Other CX), for you all to share your own tips. […].
Myra Golden Media
APRIL 20, 2020
I read that the average customer service call lasts 2 minutes longer than it needs to. Often, we don’t know how to get an angry customer to back down, or we struggle to move a customer from venting to a solution. Or we don’t want to be rude when trying to wrap things up with a friendly, talkative customer. The problem with longer calls is the impact it has on customers who are on hold waiting for help.
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 Bliss
APRIL 24, 2020
In each episode of the Daily Dose of OPTIMISM! , I want to share acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this. The following is a lightly edited transcript of the video below. In today’s “Daily Dose,” I want to talk to you about the wonderful gestures that so many companies are making on behalf of their employees.
Callminer
APRIL 23, 2020
What are some call center best practices for retaining top talent and improving the customer experience? Take a look in CallMiner’s latest blog post.
Totango
APRIL 24, 2020
In customer retention, every engagement counts. There is no final effort in the days and weeks leading up to an anniversary that can overcome a poor relationship in the months prior. Rather, customer retention for SaaS enterprises is a result of the customer experience. It is an outcome based on an emotional reaction and connection to the performance of a supplier and the value a customer experiences through using that enterprise’s product.
Confirmit
APRIL 19, 2020
The global raise of COVID-19 has many businesses struggling and confused on what steps to take to minimize the economic impact. Although we have seen past crises – natural disasters, business crises, and even health-related issues – the recent global pandemic and its rapid spread is an unprecedented challenge facing today’s businesses.
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
Lumoa
APRIL 22, 2020
B2B companies often struggle with common hurdles when it comes to surveying customers. Conducting B2B customer surveys should be an illuminating process, but instead, they become a nightmare that makes you want to tear your hair out. It’s kind of like making New Year’s resolutions… you know you should stick to them, but somehow you always stray from the righteous path.
Callminer
APRIL 21, 2020
This article describes the Voice of the Customer process in great detail and provides a few useful templates and examples of the functions that comprise such a VOC system.
Totango
APRIL 20, 2020
It is critical to manage churn especially in this time of uncertainty As topline growth may be stagnant due to the crisis, it’s even more important to protect your core base and reduce churn. Customer churn analysis can provide you and your teams with valuable insight into what drives your current churn rate and potential improvements. You need to understand what outcome / value your customers are trying to achieve from your products and services.
UJET
APRIL 21, 2020
We’re thrilled to welcome Vasili Triant to UJET as our Chief Business Officer. Vasili joins UJET with more than two decades of experience in the contact center, unified communications (UC), telecom, and SaaS industries. Vasili has held key leadership positions at companies such as Serenova, Shoretel, and Cisco, where as General Manager and Vice President of Cisco’s global contact center business he was responsible for transitioning Cisco’s business into the cloud.
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51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.
Kerry Bodine
APRIL 23, 2020
A couple of years ago, I read a book that changed the way I thought about my business — and my life: The Big Leap by Gay Hendricks. My main takeaway was Gay’s framework for describing four “zones” that we all function within: The Zone of Incompetence: When you’re in this zone, you’re doing things you’re not good at — and that others are. Gay suggests we all avoid doing these tasks by delegating them to someone else or finding another workaround.
Callminer
APRIL 21, 2020
The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale.
Myra Golden Media
APRIL 20, 2020
No one likes to deliver bad news to customers, but for a lot of us, delivering bad news is a regular part of business. You know the feeling – you probably get nervous, or you have to transfer a call to your supervisor because the customer won’t accept your word as final. I created my Delivering Bad News course with LinkedIn Learning to take the fear out of giving bad news to customers.
UJET
APRIL 21, 2020
We’re thrilled to welcome Vasili Triant to UJET as our Chief Business Officer. Vasili joins UJET with more than two decades of experience in the contact center, unified communications (UC), telecom, and SaaS industries. Vasili has held key leadership positions at companies such as Serenova, Shoretel, and Cisco, where as General Manager and Vice President of Cisco’s global contact center business he was responsible for transitioning Cisco’s business into the cloud.
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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.
Kerry Bodine
APRIL 19, 2020
We’re in the midst of the most momentous and rapid change to human behavior that many of us will ever see. Even as countries around the world look to ease restrictions on citizens’ movement, this transformation will have a lasting impact on both our personal and professional lives for months and years to come. That means the need to understand your customers’ behaviors, needs, and expectations is greater than ever.
Callminer
APRIL 19, 2020
This article help round up best tips and resources on the Business Process Outsourcing (BPO) from 25 different experts.
Beyond Philosophy
APRIL 18, 2020
There is a lovely mirror leaning against the wall in my garage in England. My wife thinks we should sell it. I think we should give it away, to which my wife tut-tuts. She argues it is a beautiful mirror and believes it will fetch a handsome sum on the Internet. I disagree. So, the mirror sits there, ignored for the time being, and not selling, and I hold the Endowment Effect fully responsible.
TeamSupport
APRIL 23, 2020
This blog post is the second part of our three-part series (the first part is here ) on building and maintaining strong relationships with customers who prefer live chat. In the first part of our series, we focused on the pre-conversation efforts of setting yourself up for successful chat interactions with customers. For this part, we’ll focus on how the actual chat conversation impacts the customer relationship.
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.
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