eglobalis
NOVEMBER 14, 2020
Best Customer experience and Employee Experience experience Design Books of 2020 2021 List. The post Best Customer & Employee Experience Design Books 2020 2021 List appeared first on Eglobalis.
Callminer
NOVEMBER 17, 2020
Here are the top mistakes made by call center agents that frustrate customers and impact customer experience.
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Intercom, Inc.
NOVEMBER 18, 2020
Welcome to S.H.O.P. , our series examining the changes in retail and commerce. Over the course of four weeks, we’re exploring some of the key topics around the past, present, and future of retail, looking at the technologies and behaviors that have enabled – and transformed – shopping as we know it. This week, we’re looking at the tools and infrastructure needed to facilitate the move Online.
Fonolo
NOVEMBER 19, 2020
As the contact center continues to evolve rapidly, it’s important to take a step back and evaluate the big picture periodically. Over the past few months, our team at Fonolo has been working diligently to explore the latest contact center trends. Unsurprisingly, technology adoption and customer experience continue to be hot topics — and as the demand for cloud-based software grows to accommodate remote work, call-back technology is steadily gaining popularity.
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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.
Beyond Philosophy
NOVEMBER 14, 2020
What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? This episode of The Intuitive Customer, for starters. Recorded in celebration of the recent CX day, Colin joins fellow experience experts and champions Lewis Carbone and Joe Pine to talk all things Customer Experience.
Callminer
NOVEMBER 16, 2020
Managing call centers today involves much more than scheduling agents to staff the phone lines.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
UJET
NOVEMBER 16, 2020
This is a guest post by Donna Fluss, the president of DMG Consulting LLC. It took a pandemic, but most companies have finally been convinced that they need to undergo a digital transformation to position themselves for success in the economy of the future, also known as the “new normal.” The only problem is that no one knows what the new normal will be, only that it is likely to be different from what the world looked like at the end of calendar year 2019.
Experience Investigators
NOVEMBER 17, 2020
When our waiter flagged us down by the door, I assumed we had left something behind or forgotten to sign the credit card slip or something. My husband and I were walking out of a restaurant with our two boys, who were 9 and 12 at the time, while on vacation in Florida several years ago. I was so surprised when our server made such an effort to stop us to say that he appreciated how polite our boys were. “Please’s and thank you’s aren’t very common anyway, but especially
Beyond Philosophy
NOVEMBER 19, 2020
From time to time, I participate in speaking engagements and, in the time of COVID-19, virtual speaking engagements. I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. I learned a few things that I would love to share with you, and discussed on my most recent podcast , regarding where we are now with Customer Experience and, perhaps more importantly, where we are heading.
Intercom, Inc.
NOVEMBER 17, 2020
At Intercom, we are highly focused on delivering products that actually solve problems for customers. That intense focus means we are careful not to spend precious time and resources over-engineering our solutions. That’s why we aim to build “boring” software and why we’re committed to running less software , choosing to build on standard technologies and outsource the undifferentiated heavy lifting.
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
Myra Golden Media
NOVEMBER 20, 2020
If a customer gives you pushback, argues, or asks for a supervisor, one of the three things is going on: The customer doesn’t trust you The customer fears something The customer sees you as a threat to getting what they want. Watch my video to get two powerful techniques you can use to preempt an escalation when you get pushback. Was this helpful?
Customer Service Life
NOVEMBER 18, 2020
Image by Gerd Altmann from Pixabay. I was trying to remember where I originally heard or read the concept, “One to say yes. Two to say no.” Of course, it was on Shep Hyken’s blog some seven or so years ago. The concept has certainly remained top of mind since that first reading. At its core is the guideline that if an employee is empowered to do so, they may say yes to a customer.
Customer Bliss
NOVEMBER 18, 2020
Today’s guest post is from my good friend, Chip R. Bell , the best selling author of the 9 1/2 Principles of Innovative Service and many other customer service books. Chip has just released his latest book, Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions. Chip is also a customer service keynote speaker who educates organizations on how to create a customer-centric culture.
Chip Bell
NOVEMBER 17, 2020
First, thank you Chip for allowing me to offer this guest blog. Chip is one of the most talented and seasoned customer experience professionals globally, and I am grateful for his colleagueship and support. Most business owners and leaders want to provide experiences that drive customer engagement, loyalty, and referrals. However, designing and consistently delivering experiences that emotionally resonate with customers is daunting in the best of times, let alone in a pandemic!
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.
Kate Nasser
NOVEMBER 15, 2020
When you want to stop listening, wait & listen for the next listening epiphany. Power of listening from Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post Listening Epiphany: Discover Your Future | #PeopleSkills #LeadMorale #CustServ appeared first on KateNasser.com.
Astute
NOVEMBER 19, 2020
The increase in online shopping will result in an influx of emails from customers. How will you manage this holiday season? The post Why an Email Virtual Assistant Will Improve CX This Holiday Season appeared first on Astute.
Zonka Feedback
NOVEMBER 19, 2020
Researches suggest that 74% of the customers make their purchasing decisions on the basis of word of mouth recommendations. 92% of buyers trust the recommendations of their family and friends to buy a product. And even if we talk about people other than family and friends, 70% of the global customers enquire about online reviews of a product before buying it.
The DiJulius Group
NOVEMBER 17, 2020
4 Quick Tips to Help you Make Price Irrelevant 1) Feature Story How to Reduce the #1 Cause of Anxiety For most people uncertainty triggers high extremes of anxiety. As human beings, we like predictability in our lives. That is why we check the five-day forecast, so we know how to dress. That is why. Read Full Article. The post Spectating is the New Cancer appeared first on The DiJulius Group.
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
Customer Service Life
NOVEMBER 15, 2020
Image by Gino Crescoli from Pixabay. This article was originally published on CustomerThink and is being reposted with permission from the editor. Click here to read the original. My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. Ready for a change, I’ve been on an operations hiatus of sorts for the past five years, working in a couple of different marketing roles where it was my job to advise
Heart of the Customer
NOVEMBER 20, 2020
Dear IT colleagues, This is our time to shine. As the world changes rapidly, your company is looking to you to deliver the digital transformations necessary to support a new reality for your customers. Those digital adoption goals set for 2025? They’ve been moved up to 2021. With urgency. This year has shown us that […]. The post An Open Letter to My Friends in IT appeared first on Heart of the Customer.
Astute
NOVEMBER 18, 2020
Well-executed call center capacity planning can be the difference between excellent and frustrating support experiences for agents and customers alike. See how automation can help. The post Call Center Capacity Planning: 3 Ways Automation Can Help appeared first on Astute.
UJET
NOVEMBER 19, 2020
The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. But for many businesses, it is. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. The problem is that many API integrations facilitate the bare minimum when it comes to data sharing and functional app connectivity.
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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.
Totango
NOVEMBER 18, 2020
It is critical that at each phase in the customer success lifecycle, you are engaging your customer with the goal of retaining them. Onboarding is a vital part of this customer retention focus, however, an onboarding process that is too lengthy or complicated can sour customer relationships early on. It is important to identify ways to shorten and simplify onboarding so by the end of the process, there are a repeatable series of clear, logical steps that turn a new customer into a loyal customer
Kate Nasser
NOVEMBER 15, 2020
When you want to stop listening, wait & listen for the next listening epiphany. Power of listening from Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post Listening Epiphany: Discover Your Future | #PeopleSkills #LeadMorale #CustServ appeared first on KateNasser.com.
Customers That Stick
NOVEMBER 16, 2020
Note: This blog post contains information related to and provide by a client of CTS Service Solutions. With our webinar upcoming this week, Hassle-Free CX: Define, Design, and Deliver, I enjoyed getting to talk to Dawn Varghese of Agara Labs about the role conversational AI is playing in today’s customer support environment and what the near-term future looks like.
UJET
NOVEMBER 19, 2020
The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. But for many businesses, it is. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. The problem is that many API integrations facilitate the bare minimum when it comes to data sharing and functional app connectivity.
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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.
The Contact Company
NOVEMBER 19, 2020
We all know that experience and the level of service is now high on the customer’s agenda, heavily influencing buying behaviours. Customers no longer compare your service against just your […]. The post 3 Steps to Improve your Customers’ Experience Today appeared first on The Contact Company.
Totango
NOVEMBER 20, 2020
Hi, While the trees continue to bolster bright red and orange it is a great time of year to be grateful for what we have. I know I am thankful to be a part of a fantastic Totango Product and Engineering team that works hard to ensure you have a robust platform to drive successful outcomes for your customers. I can’t say it enough. Thank you for being our valued customer.
PeopleMetrics
NOVEMBER 19, 2020
What Are the Best Voice of the Customer (VoC) Alerts? How Do You Use Them? What role do real-time alerts play in a Voice of Customer (VoC) program? What are the best types of alerts? How do you use them? In this edition of PeopleMetrics LIVE! , we talked about 3 different types of Voice of Customer (VoC) alerts (Recover, Recognize & Grow), and provided some practical tips and guidance on how to set up your team to successfully and effectively respond to real-time alerts.
DMG Consulting
NOVEMBER 14, 2020
DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. 9/30/2020. Digital-first servicing drives improved CX and brand engagement. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report.
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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