cxservice360
DECEMBER 5, 2022
The ability to communicate clearly, both verbally and in writing, is one of the key qualities you need to possess to be an effective customer representative. More important is listening to what your customers say and responding appropriately. This post details five important skills that will help you gain this ability, leading to better customer. Read more.
Intercom, Inc.
DECEMBER 9, 2022
In a recent episode, our Director of Machine Learning, Fergal Reid , shed some light on the latest breakthroughs in neural network technology. We chatted about DALL-E, GPT-3, and if the hype surrounding AI is just that or if there was something to it. He told us things were starting to scale. And just like that, we’re at it again. ChatGPT , OpenAI’s prototype artificial intelligence chatbot, launched last week and it has been making the rounds in the halls of the internet, inspiring amazed react
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Adrian Swinscoe
DECEMBER 5, 2022
This is a guest post by Amanda Winstead, a freelance writer from the Portland area. Customer service should be one of the top priorities for every […]. The post Why you should prioritize accessibility in your customer service experience first appeared on Adrian Swinscoe.
Inside Customer Service
DECEMBER 8, 2022
Where did you learn your customer service skills? There's a good chance many came from experience. You might even remember specific customer interactions that taught valuable lessons. Sure, you might have taken a class. Perhaps you had a good boss or mentor. Yet those lessons often didn't sink in until you tried them out with a customer. That's my story.
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
Fonolo
DECEMBER 6, 2022
Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” He’s right! When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center.
Intercom, Inc.
DECEMBER 6, 2022
Our mission – the change we want to create – is to make internet business personal. Whether we’re creating tools that improve personalization or strengthening our privacy and security, Intercom has always been committed to bringing a personal touch to every change we make to our product. This is the ninth post in a series exploring our product principles.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
CX Network
DECEMBER 6, 2022
, FS providers have had to optimize technology capabilities across multiple functions to ensure customer experiences have not suffered. This has resulted in many pandemic-related changes and related p.
Customer Think
DECEMBER 6, 2022
Have you tried using SMS marketing for your business? SMS marketing is a form of mobile marketing that uses text messages to promote products or services. It is commonly used by businesses to send promotional messages, discounts, and special offers to their customers. You can use it to remind customers about upcoming events, such as […].
Shep Hyken
DECEMBER 9, 2022
This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success. And in today’s digital age, customer service is now more important than ever before.
Steven Van Belleghem
DECEMBER 4, 2022
It’s Amara’s law. In cases like these, I always have to think about Roy Charles Amara who was the president of the Institute for the Future and who coined Amara’s law on the effect of technology in 2006: “We tend to overestimate the effect of a technology in the short run and underestimate the effect in the long run”. This effect is perhaps not exactly new, but it does clearly explain why hitting that 90% rate happens pretty fast (well, you know, considering…), while it takes a very
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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.
Lumoa
DECEMBER 8, 2022
People give public reviews on your product whether it’s on the App Store or Play Store, on TrustRadius or Capterra, on Tripadvisor or Booking.com. And, it’s more likely that you’re very familiar with how many stars or thumbs up you get on average. On the other hand, you might not know why people rate your product high or low. Recently, we organized a webinar about how to integrate public reviews using Lumoa where “that cool guy Garen” showed: How to bring public rev
Customer Think
DECEMBER 4, 2022
Business-to-business (B2B) sales prospecting is a process that requires a lot of time, effort, and energy. You are constantly trying to find new leads and reach out to them in the hopes of converting them into customers. And even when you do manage to get in touch with a potential customer, there is no guarantee […].
Shep Hyken
DECEMBER 6, 2022
The Chief Moment Officer . Building a Customer-centric Culture From the Frontlines to the C-suite. Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting and author of Unleashing the Chief Moment Officers. She shares how to leverage the insights of your frontline staff to design customer experiences and create a customer-centric culture. .
Zonka Feedback
DECEMBER 5, 2022
You develop your products by putting in your best efforts, but do you know whether your users like your product or not? What features do they love, and what they don’t? Do they feel there is something missing in your product? The way to get answers to all these questions is by collecting Product Feedback.
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.
The DiJulius Group
DECEMBER 6, 2022
“More than a chance to work from home or anywhere. People want flexible hours, which I think is what we’re here to discuss.” –Adam Grant Where did the 5-day work week come from, anyway? Who invented it? It is right for 2023 or is there better alternatives? Could 4 days be the flexible future of. Read Full Article. The post The (Flexible) Future Of Our Work Week appeared first on The DiJulius Group.
Customer Think
DECEMBER 6, 2022
In an article for Computer Weekly titled Efficiency to Empathy: Customer Experience in Cost-of-Living Crisis, Madeline Bennet encourages urgent action to improve customer experiences. Madeline writes: A recent survey of 2,000 shoppers from customer eng.
Heart of the Customer
DECEMBER 7, 2022
“Executives speak three languages: finance, finance and finance.” – Jeff Hiatt, Prosci Founder NRR > NPS Speaking finance is tough for customer experience leaders. One key reason, which I discussed last week, is that we don’t often include financial information in our survey platform, which restricts us to discussing survey metrics. And no matter how […].
Beyond Philosophy
DECEMBER 3, 2022
Customers are fickle. Or at least they appear to be. What once may have exceeded your customer’s expectations one day becomes ordinary the next. That’s because People become less sensitive to change as things improve. It’s called Diminishing Sensitivity, and it’s the reason that sometimes you have to work harder to “Wow!
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.
The DiJulius Group
DECEMBER 7, 2022
In this episode, John welcomes best-selling author and generational guru Mark Perna. Mark is the founder and CEO of TFS Results, a strategic consulting firm. He also serves on the Advisory Council for the Coalition for Career Development in Washington, DC. Through his company, Mark is leading the national paradigm shift in education and workforce. Read Full Article.
Customer Think
DECEMBER 4, 2022
As we move into the future of work, marketers must learn to wield data more effectively to connect the dots between various systems and create truly personalized customer experiences. This is where a customer data platform (CDP) can be extremely valuable. photo from canva pro A CDP gives businesses a single view of their customers, […].
ClientSuccess
DECEMBER 5, 2022
What is a Customer Advisory Board (CAB)? A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. Here are some top advantages that CABs can offer your company: • Strengthen relationships with key customers. • Increase customer satisfaction, retention, and loyalty. • Receive invaluable customer feedback on products, services, and st
Comm100
DECEMBER 7, 2022
Customer service is always changing, and there’s no better symbol of the shift in today’s customer service than chatbots. The technology driving chatbots has improved drastically in recent years, and organizations are now racing to introduce automation to their customer service. In the best chatbot examples, organizations save costs, improve service availability, boost efficiency, and more.
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
CSAT.AI
DECEMBER 8, 2022
Value-added Work vs Non-Value-Added Work How Does This Apply to Customer Service? Customer Service Management Non-Value Added Activities Customer Service Agent Non-Value Added Activities Ideas for Identifying and Eliminating Waste The Human Touch Has Value. Value-added Work vs Non-Value-added Work. Value-added (VA) activity is what a customer will pay for or pay more for: a product, service or better customer service.
Customer Think
DECEMBER 8, 2022
Not All Customers Want to Help Themselves Self-service is an increasingly sought-after offering, as digital-native consumers now expect to troubleshoot issues on their own before reaching out to a representative. This should come as no surprise, as consumers have always demanded the breadth of options that comes with sophistication and personalization.
MyCustomer Experience
DECEMBER 7, 2022
In 2020, we saw rapid growth and transformation as businesses responded quickly to uncertainty and changes brought by the pandemic. However. 7th Dec 2022. By Peter Lorant COO EMEA.
Comm100
DECEMBER 7, 2022
Todays’ students expect a lot from their university or college, and so they should. The average cost of tuition and fees to attend a private college in the US is over $38,000. With such high costs, it should come as no surprise to hear that their students have high expectations of their school. However, for many students, there is a key area in which their expectations are not being met — digital support.
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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 Customer Service Blog
DECEMBER 7, 2022
According to recent research by Citizens Advice, young shoppers are at risk of building up growing debts by borrowing money to make repayments on ‘buy now pay later’ purchases. In other words, there is a growing trend for people relying on one debt, to cover another. In the research, it was found that half of 18 to 34 year olds used different types of credit - such as credit cards or borrowing from family - to make these ‘buy now pay later’ repayments.
Customer Think
DECEMBER 8, 2022
Your brand reputation matters. With a better brand reputation, people will be more likely to make purchases with your company. Your existing customers will be more loyal, and your competition will be less threatening. Additionally, brand visibility may increase, which means you’ll have a chance to reach more people than ever before. So, how do […].
Shep Hyken
DECEMBER 7, 2022
When a client is interested in engaging me to speak at their meeting, I’ll usually ask in our initial call, “Why is hiring a customer service speaker important to you at this time?” . We get many different answers that include low customer satisfaction, ratings are slipping, we are great and want to stay great, and our competition is always trying to catch up to us, and we need to stay ahead.
Zonka Feedback
DECEMBER 6, 2022
The growth of the eCommerce industry has been absolutely astounding in the last few years.
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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