Callminer
JULY 22, 2018
When it comes to business process outsourcing (BPO), the virtual assistant market is predicted to reach $3 billion by the year 2020. And it is no surprise that the number of home-based customer service agents is expected to grow at a compounded annual growth rate of 36.4%. It is one of the strongest expansion levels of any outsourcing market sub-segment.
Intercom, Inc.
JULY 25, 2018
If you analyze any problem for long enough, it ends up sounding like a people problem. That’s what I’ve learned most in the past 7 years at Intercom. And it’s usually your fault. What follows are my talk from Intercom’s tour last year and a loosely edited transcript of it. Short on time? Here are five quick takeaways: 1. During the founding stage , the wrong co-founders can cause your company to fail.
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Beyond Philosophy
JULY 26, 2018
Have you been to the Congo? If not, can you describe the weather? How about the vegetation? Now tell me why you thought that? Did you see a movie or read a book about the Congo? Did you travel to a nearby country and guess that the Congo was probably a similar experience? Did you or someone you know someone who went to the Congo? Now, to be clear, there isn’t a wrong answer here.
Customer Service Life
JULY 23, 2018
Did you (or do you plan to) take your lunch break today? I mean, really take your lunch break? Move away from your desk, actually eat a meal and maybe even talk with your coworkers? You may have worn (or currently still wear) the badge of hours worked. When you’re trying to get everything done, you rarely take your breaks. Yes, even if you are a salaried employee, you’re still human and you still need to take a break.
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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
JULY 24, 2018
During the recent Customer Contact Week event, I had the pleasure of joining CallMiner customer, Emily Deragon, a senior solutions manager for SiriusXM in a podcast.
Intercom, Inc.
JULY 23, 2018
As salespeople we want to give ourselves the best shot at closing all our opportunities. But we don’t want to spend the majority of our day working small accounts when there are large ones to win. My colleague Patrick calls this the problem of the big whale and the long tail. With a high volume of inbound leads, you have a long tail of small accounts that individually are worth less in ARR but collectively could mean a big pay day for your company.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JULY 27, 2018
Colin Shaw and Prof. Ryan Hamilton explore how positioning your message is critical in communications from an leader and from a marketing perspective. How is this best achieved? Listen to Colin & Ryan debate this and get tips of what you can do. The post Are You Using This Communication Tool To Best Effect? appeared first on.
Callminer
JULY 21, 2018
Do you use outsourced contact centers? These 4 vital measurements can help evaluate the effectiveness of BPO processes and agent performance.
Intercom, Inc.
JULY 24, 2018
Working remotely in and of itself is challenging, but growing and moving a remote team into an office brings its own challenges. What’s it like when a team used to working remotely transitions to working together in an office? At Intercom, we are dedicated to offering our unique style of great support to our customers all over the world, all day long.
ProProfs
JULY 24, 2018
Creating online courses for the purpose of training fresh joiners is not quite an old affair. But imparting knowledge by a mentor is an age-old method, traced back to the 19th century. However, the advent of digitization gradually replaced a human mentor with online training modules. And this is not something that is only visible in big corporates or small organizations.
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.
C3Centricity
JULY 26, 2018
Every winter, the media is full of stories of record snowfalls somewhere in the world, whether in the US, Europe or in the Far East. Despite all the sophisticated technologies at our disposition, we just never seem to be prepared. So what are the success factors of readiness? Remember winter storm Juno in the USA in 2015? It dropped a couple of feet of snow on the Eastern coastline of North America.
Heart of the Customer
JULY 25, 2018
Customers will never love a company until the employees love it first. – Simon Simek This quote reflects one of the biggest disconnects in customer experience – focusing only on the customer experience. It makes sense. Heck, that’s our name! Why wouldn’t we? But focusing only on the customer without regard to the employee experience […].
Intercom, Inc.
JULY 26, 2018
One of the hardest moments of Josh Pigford’s career came with the surprise news that Baremetrics had just six to eight weeks of runway left. He searched for ways to cut costs. Hard conversations ensued. Faced with the reality that were no options left, Josh had to ask his employees to take a 15% pay cut – and a 30% salary reduction himself. Remarkably, the team stuck around with few exceptions.
Retently
JULY 25, 2018
Companies that provide poor customer service can lose up to $75 billion – all because their clients don’t get the satisfaction and experience they want, which is usually because no company department is assigned to manage this business aspect. Don’t worry, though – while customer experience management (CEM) can seem complex and tough to understand, we’ve got you covered with valuable insights from the experts themselves.
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.
PeopleMetrics
JULY 23, 2018
The following is an excerpt from Listen Or Die by Sean McDade, PhD. The best VoC programs are squarely focused on integrating all types of customer feedback related to the customer experience. The result is that VoC becomes the single source of truth for all experiential customer feedback. And a key part of making this happen is your VoC software platform.
Confirmit
JULY 26, 2018
Creating a positive and consistent customer experience across multiple channels is one of the biggest challenges facing businesses today, and a solid Voice of the Customer program is core to meeting this challenge. Building such a program, however, is far from simple and failure to do it well will result in “just another customer survey” For dedicated CEM professionals, a VoC program is simply the “right thing to do” However, while some organizations just “get”
Intercom, Inc.
JULY 24, 2018
The challenge with automation is knowing when you’ve gone too far , when you’ve automated to the point of ruining the very thing you sought in the first place: a better customer experience. Chatbots are a prime example of when we couldn’t see the forest for the trees. The failure of bots to gain traction is well-documented. For example, the website Chatbot Fail is a virtual graveyard of chatbots that don’t solve a real problem: Poncho, the short-lived weather app that failed to recall that Googl
ProProfs
JULY 27, 2018
“People rarely succeed unless they have fun in what they are doing.”. -Dale Carnegie. Did you know around 543,000 new businesses get started each month and roughly 7 out of 10 firms survive, while the rest of them fail to achieve their targets? But why do most of these businesses fail? There could be multiple reasons attributed to their failure. Either they fail to optimize conversions, or are unable to create an effective sales funnel.
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
Return Customer
JULY 25, 2018
While customer acquisition may be at the top of your list, customer retention should be as well. Your company may produce the best or only product of its type on the market, but without good customer support, your business will have a hard time holding on to customers. Your customers want quick and efficient support when they need it if they are not getting that they will go elsewhere.
Customer Bliss
JULY 24, 2018
It’s no secret – caring is a fundamental human need that triggers positive feelings. And a recent study reveals that patterns in human brain activity associated with empathy and caring are also associated with value and reward. Caring was found to inspire helpful behaviors, which seems logical — and foundational. The “Golden Rule” idea actually underscores our entire human experience.
Intercom, Inc.
JULY 27, 2018
We often talk about engaging with visitors on your website, but what happens when you have too many visitors and not enough people to chat with them? How do you make sure you’re talking to the right ones? In this guest post, Alex Ortiz and Hank Taylor of Tray.io , a general automation platform provider of automated API integration tools, explain how they integrated Intercom to their revenue stack and automated workflows across marketing, sales, and support.
Customer Experience Matrix
JULY 27, 2018
It’s nearly a year since Gartner placed Customer Data Platforms at the top of its “hype cycle” for digital marketing technologies. The hype cycle shouldn’t be taken too literally but it does capture the growing interest in CDPs and reminds us to expect this attention to attract critics. Sure enough, we’ve recently started to see headlines like “ Customer Data Platforms: A Contrarian’s View ”, “ Why Your Customer Data Platform Is a Failure ” and “ CDPs: Yet Another Acronym That Lets Marketers Dow
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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.
Fonolo
JULY 26, 2018
Is your immediate response, yes? Well, think again. Research has shown that many contact centers are focusing on internal metrics only and, as a result, they are losing valuable insights into their CX programs. Most businesses will claim that meeting customer expectations through a profound experience is a top priority. But achieving this is no small task.
DMG Consulting
JULY 26, 2018
Call Center Quality Assurance Best Practices for Empowering Agents. 7/23/2018. By Donna Fluss. Contact center quality assurance (QA) remains a high-value application, particularly when it’s done right. Effective QA programs actively engage their agents at all stages of the program, including development, roll-out, calibration and continuous improvement.
Intercom, Inc.
JULY 26, 2018
Intercom enables you to have better conversations with your potential customers and the best conversations of all lead to conversions. We’re focused on helping businesses increase the quality of their conversations and thus the quantity of conversions across marketing, sales and support teams. The value in conversations can be seen in how they help sales teams develop relationships with their leads and push deals over the line, as well as how a conversation allows support teams to work thr
TeamSupport
JULY 27, 2018
Customer Relationship Management (CRM) can have many different definitions, and can sometimes cause confusion. Does CRM include correspondence before a company becomes a customer, such as sales and marketing? Should CRM extend to all areas of a business, including internal IT teams who don’t interact with customers? Drawing the line of what is and isn’t part of the CRM experience can be difficult.
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
Confirmit
JULY 25, 2018
Life is - as Ronan Keating once so joyfully tried to remind us - a rollercoaster. And I’m sure we all have many moments throughout our lives where we’d really rather it wasn’t. Don’t get me wrong, everyone enjoys a certain level of excitement. Just enough to keep things fun and interesting. But I also suspect we all have a point past which the ups and downs stop feeling fun and just become irritating.
Hodusoft
JULY 23, 2018
Time Lost Cannot Be Regained In the contact center, time is everything. Every second wasted result in fewer sales and missed opportunities for delivering great customer service. Fortunately, predictive dialers offer the perfect solution to this problem, as this automated technology filters out obstacles and places call at optimal times to ensure better results.
Customer Bliss
JULY 26, 2018
We know how difficult it can be to unite silos within your own organization; now imagine you had to unite silos across 17 different state agencies! That’s right, when your customers are the employees within a group of government agency partners, you’ve got a lot of work cut out for you. Today, we’ll hear from William Chumley , the Chief Customer Officer for the Governor’s Office of Information Technology for the state of Colorado.
Kate Nasser
JULY 21, 2018
Why must we be nice to difficult unhappy customers who treat us badly? The answer is not what you think! Simple truth from Kate Nasser The People Skills Coach™ for customer service morale. The post Why Be Nice to Angry Unhappy Customers? | #PeopleSkills #CustServ appeared first on KateNasser.com.
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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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