Callminer
FEBRUARY 24, 2020
Cultivating a productive call center environment involves optimizing many different facets of its operations. From facility design to computer systems and software integrations, all aspects of your call center that impact its internal atmosphere can affect employee performance. The power your call center environment has over your staff’s overall level of productivity cannot be overestimated.
Beyond Philosophy
FEBRUARY 27, 2020
The wealth of information within academia and doesn’t get used by business is amazing. I blame their naming. Academics have great information, but a terrible naming skills. . Take Hyperbolic Discounting (please!), a significant psychological concept that plays into many decisions we make, that we discussed on a recent podcast. You might think the term describes super-exaggerated markdowns, but it doesn’t. .
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Uniphore
FEBRUARY 26, 2020
In reviewing the new 2020 Gartner Magic Quadrant for Workforce Engagement Management Report today, I saw something different for a change. The vendors positioned in the MQ Leaders Quadrant are still in the Leaders Quadrant, but what’s really interesting is what is happening in the lower left. Automation is moving up in the ranks for agent engagement.
UJET
FEBRUARY 24, 2020
There’s a saying: jack of all trades and master of none. The meaning behind this is that a person has knowledge of a variety of subjects and skills, but might not be an expert in any of them. So while that person can speak about a subject, they are not necessarily the best source available to dive deep into the matter at hand. This phrase can be applied to numerous industries and roles, however, when discussing customer support agents, it can be even more relevant.
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
Callminer
FEBRUARY 23, 2020
Here are 9 best practices you can implement right now in order to keep your call center environment both welcoming and productive.
Totango
FEBRUARY 25, 2020
A successful organization operates in much the same way as a prestigious orchestra. Both are made up of individuals with a specialization—say, playing the clarinet or managing a Customer Success team. While individual success is important in both cases, you also need overall harmony. Just as the individual musicians and sections of an orchestra must work well together to make good music, the employees and departments of an organization must work well together to do good business.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customers That Stick
FEBRUARY 28, 2020
Are customer service jobs good? Well, some are, some aren’t Like any job, a lot depends on where you work and who you work for. More generally, customer service jobs can be excellent depending on what your goals are and what your interests are. If you enjoy working with people — and that is key — helping people get through challenges, helping make people’s days better, then customer service is an amazing field.
Callminer
FEBRUARY 25, 2020
Read how Robotic process automation works, our best practices for implementing RPA, and tips for overcoming common challenges faced during implementation.
Totango
FEBRUARY 28, 2020
We all want to believe that we have a strong relationship with our customers. However, the truth is that we’re only as important to them as the value we offer their businesses. The digitization of business has created a customer-centric economy, and people switch services until they find the solution that suits them. So when you get the customer’s attention, you have to maximize every conversation and engagement to prove you are the right partner to nurture their long-term growth.
Uplifting Service
FEBRUARY 26, 2020
Personalized Customer Service. Customer Experience. Customer Centricity. Customer Obsession. These phrases have become central to the language of business in almost every industry. They mean vigilant, unwavering attention to the customer to determine actions and improvements. For some, these words represent a true transformation of organization and culture.
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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.
Customers That Stick
FEBRUARY 27, 2020
In this One Win Book Review, we take a look at The 80/20 Principle by Richard Koch. Check out the video below to hear Adam’s one win that you can take away from The 80/20 Principle to improve your organization’s customer experience and customer service. About The 80/20 Principle. FROM THE PUBLISHER: The 80/20 principle is one of the great secrets of highly effective people and organizations.
ProProfs
FEBRUARY 28, 2020
In the United States, student loan debts have recently jumped to $77 billion , bringing it to a total $1.16 trillion. The skyrocketing cost of college tuition is nudging learners to search for other viable alternatives. It leads them to online learning, which is projected to grow more than $241 billion by 2022. Subject-matter experts are capitalizing on their expertise by creating and selling courses online.
The DiJulius Group
FEBRUARY 26, 2020
1. Customer Service Feature Story It Is Better to Be Their Favorite Than the Best We all have a company or two that we can’t live without. Think about the companies you frequent the most. They may be your favorite local restaurant, cafe, hair salon, or a dry cleaner. All these companies have competitors that. Read Full Article. The post It Is Better to Be Their Favorite Than the Best appeared first on The DiJulius Group.
Comm100
FEBRUARY 25, 2020
Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition? When customer touchpoints across different channels are not in sync, customers can get inconsistent information – particularly over email, live chat, and social media.
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.
Customers That Stick
FEBRUARY 26, 2020
Why Is Customer Service Language Used? This is an interesting question, as it could mean a few things. I assume what the person asking the question means by customer service is language that is thoughtful or carefully worded. There are a few dynamics to why this type of language is taught and used. [link]. To begin, it is simply more effective in producing outcomes in working with others.
Confirmit
FEBRUARY 27, 2020
I’ve been lucky enough to take part in a number of industry awards events over the last couple of years. To be clear, by ‘lucky’ I’m absolutely not referring to the part that involves lots of enforced grinning and – shudder – networking. Actually, the networking bit isn’t too bad once I man up and get on with it.
Hodusoft
FEBRUARY 28, 2020
If businesses state that they are still using the good old PSTN for communications then they are stuck in a time warp. The world has moved on to VoIP. It is not plain old PSTN PBX that businesses should use but IP PBX and that too software IP PBX. Of course, you may wish to retain the PSTN lines for a variety of reasons but there are compelling reasons to switch to IP PBX Software solutions for communications.
ClientSuccess
FEBRUARY 26, 2020
As your team is planning out the customer onboarding experience , it’s helpful to look at the situation from through a customer’s eyes. Your customer has just been through a whirlwind sales experience that may have been months – even years – long. SaaS sales experiences are not necessarily known to be smooth sailing, and customers might still have plenty of questions about your product and its value coming out of this process.
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.
InteractionMetrics
FEBRUARY 26, 2020
The Los Angeles Times ( Sunday, Feb 23, Business Section ) describes me as “a vocal critic of survey culture.” Am I? Only sort of. It’s true, I often see companies pestering their customers with biased surveys. It’s also true I see many companies gleaning grossly gamed data from their surveys. But at the same time, when done well, I see surveys worth their weight in gold.
Dealing With Humans
FEBRUARY 25, 2020
When I was young, on the night before going to Disneyland, it was far harder to find slumber than it was on Christmas eve. I wanted to sleep so badly, so the morning would come sooner. The moment my eyes opened on that long anticipated morning, I said to myself, “Today is the day”. I work at a Wild West themed Adventure Park in Colorado, helping to manage daily operations.
Comm100
FEBRUARY 25, 2020
Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition? When customer touchpoints across different channels are not in sync, customers can get inconsistent information – particularly over email, live chat, and social media.
ClientSuccess
FEBRUARY 26, 2020
As your team is planning out the customer onboarding experience , it’s helpful to look at the situation from through a customer’s eyes. Your customer has just been through a whirlwind sales experience that may have been months – even years – long. SaaS sales experiences are not necessarily known to be smooth sailing, and customers might still have plenty of questions about your product and its value coming out of this process.
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
Neosperience
FEBRUARY 24, 2020
By Sentient Technology we want to highlight the applications of Artificial Intelligence that can read, interpret and respond to human stimuli. . Man is an emotional animal; for this reason, humans search for emotions within what they create. In recent years, we have witnessed a wave of technology development that seeks to imitate, or rather decrypt, human emotions.
InteractionMetrics
FEBRUARY 24, 2020
Have you ever wondered if those surveys companies relentlessly send are biased or missing the point? You’re right. Most surveys are so flawed they’re broken. Bad Customer Surveys are Everywhere. Last year, I wrote about how Whole Foods asks customers to take their survey in a disorganized way. I also examined an Alaska Airlines survey that, with 94 questions, puts the fatigue in survey fatigue.
SurveySensum
FEBRUARY 23, 2020
We all know that great customer experience (CX) can take our business to new heights, get people talking about our company, and set up our business for financial success. Poor customer experience, however, can do the opposite. Customer experience mistakes can cost our business quite a lot in lost revenue. In some cases, customer experience mistakes can undo tons of goodwill – still so many businesses are making them.
CallCare
FEBRUARY 28, 2020
With the news that Coronavirus is causing closures in educational facilities across the country, it’s worth asking if your higher education establishment is prepared. Concerns from students, parents and staff are inevitably going to increase in the coming weeks. The effects of Coronavirus are predicted to be felt across the educational sector for months to come due to travel bans being imposed on international students coming from affected countries. .
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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.
Intercom, Inc.
FEBRUARY 24, 2020
Today we’re introducing Resolution Bot – the next generation of Answer Bot, our intelligent support chatbot that automatically answers customer questions. We believe automation will transform the way that businesses support their customers. Bots are already enabling customer support teams to scale personalized experiences without added headcount. But until now, support bots have stopped short of fully resolving customer issues.
InteractionMetrics
FEBRUARY 24, 2020
Have you ever wondered if those surveys companies relentlessly send are biased or missing the point? You’re right. Most surveys are so flawed they’re broken. In this 5-part series, I’ll share how my company checks and fixes surveys because if flawed surveys are everywhere, possibly yours could improve too! Bad Customer Surveys are Everywhere. Last year, I wrote about how Whole Foods asks customers to take their survey in a disorganized way.
SugarCRM
FEBRUARY 28, 2020
There’s no doubt that technology has changed the landscape of staffing and recruitment. Not only are new skill sets desired by employers, but the way in which candidates seek jobs has become a highly digital journey. Sourcing, hiring and retaining employees has fundamentally changed in response, forcing companies to get with it or fall behind. There’s no doubt you’ve heard the buzz about automation technology in the recruiting and staffing space; however, it’s more than buzz.
Qualtrics
FEBRUARY 27, 2020
As part of our XM Visionaries series, we spoke with Beth Ard, VP of Customer Experience at global tech giant CenturyLink. Beth discusses how CenturyLink is embracing CX, the challenges they’ve faced along the way and how to use customer pain points to drive transformation. Beth Ard understands her customers’ pain points. And that’s not just because she’s VP of Customer Experience.
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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