Intercom, Inc.
JUNE 29, 2018
When faced with a problem or new process at work, most people usually don’t try to reinvent the wheel. Instead, they look for patterns and frameworks that are widespread and valuable. A common challenge for many teams is how to run retrospectives. There are plenty of solutions, and one of them is Start, Stop, Continue – a framework to structure a retrospective for a team, career or project.
Callminer
JUNE 24, 2018
Today we are excited to announce that CallMiner has been named a Leader in The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018.
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CX Accelerator
JUNE 27, 2018
Customer Experience (CX) is all about creating positive perceptions. Doing this is especially hard when your customers are going through a tough time. Few would know this better than the team at Vanderbilt Children's Hospital in Nashville, Tennessee. People with unimaginable pain enter these doors every day, and yet most will exit with new hope and authentic smiles.
Beyond Philosophy
JUNE 29, 2018
We all have habits. Some of them aren’t very good habits, either. But we have them, nonetheless. Many of them form without our awareness. We have habits as customers, too, and habits are powerful things, especially for Customer Experiences. We discussed this problem on our recent podcast, and defined habits as any time your mind prepares you to respond in a certain way based on environmental cues or stimulant.
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
Intercom, Inc.
JUNE 28, 2018
There are many reasons an organization seeks out customer feedback. A support team will want to know if they were helpful, while a product team might need help prioritizing what to build next. Whether you’re measuring success, monitoring customer trends or gathering input for a product decision, customer feedback is an essential part of staying competitive and growing your business.
Callminer
JUNE 25, 2018
Without a strong frontline call center staff, you risk losing customers, a poor reputation, and loss of revenue.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
C3Centricity
JUNE 28, 2018
What does a Head of Marketing (CMO) do in their average four-year tenure to ensure that they keep their job for longer? Did you know that CMOs have the shortest average term of office of any chief in the C-suite, according to a recent report by Korn Ferry? And even more shocking is the fact that in the consumer goods industry it is even lower at just 3.6 years!
Intercom, Inc.
JUNE 29, 2018
There is something unique about the joy of being on a high-functioning, high-achieving team – and that goes as much for a sporting team as a professional one. We borrow a lot of the words and concepts we use to describe our engineering teams from the world of sports – from huddles and scrums to sprints and even goals, the terminology resonates from the pitch to the office.
Totango
JUNE 28, 2018
Totango’s mission is to enable organizations to proactively and intelligently operate around their customers. With industry-leading enterprises confidently running on Totango’s Customer Success Platform, we are dedicated to innovating and bringing to market products that deliver Customer Success results. Extending Product and Engineering Teams. We are constantly hiring the best and brightest Engineers, Product Managers, Designers, and Data Scientists who are passionate about our Enterprise-2-Cus
Fonolo
JUNE 26, 2018
Most people don’t realize the impressive scale of the contact center industry. Collectively, we spent 190 billion minutes calling a company for help. On the other side of those calls were 3.6 million people working as agents (and those numbers are just for the US). Companies spend roughly $22 billion on the technology enabling all of these interactions, and with the market undergoing a massive change in the last decade, that number will continue to grow.
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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.
C3Centricity
JUNE 28, 2018
What does a CMO do in their average four-year tenure to ensure that they keep their job for longer? Did you know that CMOs have the shortest average term of office of any chief in the C-suite, according to a recent report by Korn Ferry? And even more shocking is the fact that in the consumer goods industry it is even lower at just 3.6 years! So just how long have you been in your position?
Intercom, Inc.
JUNE 25, 2018
Building a platform is something we have been passionate about at Intercom from the start. From very early on , we’ve invested in an open platform and have supported a growing ecosystem of partners and customers building on it ever since. In April, we launched our new Messenger , making it possible to use apps for quick actions right inside the messenger.
Customer Service Life
JUNE 29, 2018
For us in the contact center world, we know it’s expensive to run a full time phone support contact center. It’s even more expensive when that contact center is 24/7. Phone support is a channel we’ve all known over the years and grown to hate. We’re stuck on long IVR menus, waiting to speak with a real human only to get another robot on the line.
Heart of the Customer
JUNE 28, 2018
As one of the CXPA’s CX Experts, as well as a journey mapper, I’m often called by companies trying to create momentum for their CX program. Sometimes it’s a midsize manufacturer trying to start their CX program. Other times, it’s a Fortune 50 company who has a program, but seeing its influence wane. I wrote […]. The post Stuck? Here are Three Ways to Gain CX Traction appeared first on Heart of the Customer.
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.
Taylor Reach Group
JUNE 28, 2018
The Taylor Reach Group, Inc. (Taylor Reach) announced today, the launch of their Leadership Training Program for Contact Center Team Leads, Supervisors, Analysts, and Managers. A staggering statistic points out that 84% of organizations anticipate a shortfall of leaders in the next 5 years. While 83% of organizations say it is important to develop leaders at all levels, only 5% have fully implemented development at all levels.
Intercom, Inc.
JUNE 28, 2018
Too many startups focus on the first S in SaaS, but they forget all about the second one. When software and service aren’t equal priorities, it’s impossible to build a successful company. The people you hire provide just as much value as your product. When I moved to Silicon Valley in 2007, self-serve software was all the rage. Everyone wanted to create products that sold themselves.
ProProfs
JUNE 25, 2018
LMS is an abbreviation for Learning Management System ; it is a software application that is typically used to design, execute and publish self-made online courses in online catalogs. LMS is basically a cover-up term that encompasses various attributes of eLearning; in fact, its origination also emerges from the concept of eLearning system. With an advent introduction of cloud based LMS in the education system, the learning and assessment strategy has soared by far because of eLearning and onlin
Fonolo
JUNE 28, 2018
“IVR.”. *Shudder*. Even the mere mention of the acronym is enough to make one cringe. We’ve all had less-than-stellar experiences interacting with a robotic, impersonal interactive voice response. Be it the endless menus, the hunting and pecking for options on the keypad, and worst of all, the failure of the system to understand your request, is enough to drive even the calmest person crazy.
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.
Customer Bliss
JUNE 28, 2018
Let’s face it: the airline industry is tough. It’s competitive and increasingly consolidated. (Do you remember how many airlines there were when you were a kid?) The number of domestic and international passengers rises every year—as do both costs and revenues. To stay ahead of the competition, airlines keep close tabs on customer experience to address flyers’ concerns, preferences, and needs through reports like the recently released J.D.
Intercom, Inc.
JUNE 29, 2018
When faced with a problem or new process at work, most people usually don’t try to reinvent the wheel. Instead, they look for patterns and frameworks that are widespread and valuable. A common challenge for many teams is how to run retrospectives. There are plenty of solutions, and one of them is Start, Stop, Continue – a framework to structure a retrospective for a team, career or project.
Totango
JUNE 28, 2018
Totango’s mission is to enable organizations to proactively and intelligently operate around their customers. With industry-leading enterprises confidently running on Totango’s Customer Success Platform, we are dedicated to innovating and bringing to market products that deliver Customer Success results. We are constantly hiring the best and brightest Engineers, Product Managers, Designers, and Data Scientists who are passionate about our Enterprise-2-Customer vision.
CX Journey
JUNE 27, 2018
Image courtesy of Pixabay Here's another age-old debate. gold or platinum? Personally, I prefer platinum. Oh wait. What are we talking about? LOL. Rules. I'm talking about rules. I still prefer platinum! On the heels of my recent post about imagining that you're a human. I thought I'd take a look at which one, the Golden Rule or the Platinum Rule, puts us into more-human and more-empathetic shoes.
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
Confirmit
JUNE 25, 2018
Tip 1: With 61% adults worldwide carrying at least one mobile device, mobile is no longer an option in market research. Mobile is not only a matter of respondent convenience, it is a disruptive industry force. Advancements in mobile technology have created tremendous opportunities for gathering in-the-moment feedback. Mobile surveys triggered based on a respondent’s location improve the speed and accuracy of your research while opening the door to new opportunities such as developing a dee
Intercom, Inc.
JUNE 28, 2018
There are many reasons an organization seeks out customer feedback. A support team will want to know if they were helpful, while a product team might need help prioritizing what to build next. Whether you’re measuring success, monitoring customer trends or gathering input for a product decision, customer feedback is an essential part of staying competitive and growing your business.
Comm100
JUNE 26, 2018
With the World Cup in full swing, now is probably the perfect time to talk about one of the essential elements of any team – the Coach. Coaches are focused on improving performance during the moment, and the skills required for an excellent coach are very distinct. Many companies have now started to realize that excellent customer service is essential to the success of the business.
Customer Bliss
JUNE 28, 2018
Vishal Bhalla is the VP & Chief Experience Officer at Parkland Health & Hospital System. Similar to my guest Shawn Smith in my last interview, Vishal also transitioned into healthcare from hospitality, after nearly 20 years in the industry. After a personal encounter spending a few days each month in a hospital for two years, Vishal realized he wanted to serve in healthcare.
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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.
ClientSuccess
JUNE 29, 2018
ClientSuccess hosted Lukas Quanstrom, CEO & Co-Founder, Ontic and 2017 Customer Success Innovator of the Year Finalist, for this month’s customer success webinar series: Churn Probability Score: How to Recognize Risks and Predict Customer Success. The recorded customer success webinar covers the topics on how to build and use the Churn Probability Framework to recognize risks and predict customer success.
Intercom, Inc.
JUNE 29, 2018
There is something unique about the joy of being on a high-functioning, high-achieving team – and that goes as much for a sporting team as a professional one. We borrow a lot of the words and concepts we use to describe our engineering teams from the world of sports – from huddles and scrums to sprints and even goals, the terminology resonates from the pitch to the office.
TeamSupport
JUNE 29, 2018
There’s a chance that your business, and subsequently your help desk, has grown organically and at a rate that outpaced your internal processes. While growth is exactly what you’re after, it can mean there are a few opportunities where you can get your arms around more efficient ways to do things. Your help desk should be two things: easy to use, and focused on communication and customer satisfaction.
Confirmit
JUNE 28, 2018
The quality of online feedback data can be a major concern for Market Research, Customer Experience and Voice of the Employee programs who rely on such data to make business decisions. Critical questions about data quality, however, have been difficult to answer. Can survey results be affected by a small percentage of “bad respondents” who provide unreliable responses?
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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