Adrian Swinscoe
MARCH 16, 2022
In March last year, I wrote about Havas CX’s X Index and how it offered a new and holistic view of a brand’s customer experience (CX). […]. The post Brand trust emerges as the single biggest contributor to customer experience first appeared on Adrian Swinscoe.
Callminer
MARCH 15, 2022
As patients take a more proactive role in choosing their healthcare providers and seeking out high-quality services, understanding the patient journey is increasingly important. Read more.
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Shaun Belding
MARCH 14, 2022
What is the Difference Between Outstanding Customer Service and WOW Customer Service? When a company approaches us about customer service training programs, one of the first questions we ask is, “What are you hoping to achieve with the training?” We know, of course, that the ultimate goal is to improve the experience they provide […].
Futurelab
MARCH 17, 2022
Capturing the Mass Affluent opportunity Futurelab wants to equip a select number of financial institutions with the methodologies, tools and templates to capture this untapped opportunity and: Find and understand Mass Affluent consumers using customer insight discovery and big data techniques Roll-out goal-based risk profiling, while remaining fully compliant with current and emerging regulations Plot investment products on to the goal-based risk matrix to enable close-match product recommendati
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
The Belding Group
MARCH 18, 2022
Let's start with the bad news: The old saw is true - blood is thicker than water. Particularly when it comes to sons and daughters, bosses will seemingly forgive, overlook, and rationalize just about everything. Shaun Belding | www.shaunbelding.com.
Callminer
MARCH 17, 2022
Which came first, the call recorder or the recording engine? Honestly, it doesn't matter as they serve to very different use cases. Read more about each in this new blog.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Futurelab
MARCH 17, 2022
Click here to download a PDF of the document Click here to subscribe to all of our reports and publications For more information about our Mass Affluent Finance service offer, please click here.
Execs In The Know
MARCH 14, 2022
Digital transformation has been an ongoing subject for over 30 years. But in the last few years, this transformation has become much more focused on specific aspects of the business. These main areas include technology integrations, operational efficiencies, workforce optimizations and customer experience. Assessing your strengths and weaknesses in each of these pillars can help you understand what aspects of your business could be better optimized and modernized to align with customer expectati
Bill Quiseng
MARCH 15, 2022
In the past, businesses served to sell products or services to customers. Recently businesses served to satisfy customers. No more. Satisfied customers feel service is good, not better, just average. Nobody raves about average. And satisfied customers will leave when they find something better or less expensive. Today’s customers are paying for their experience, not a business’ service or product.
Intercom, Inc.
MARCH 16, 2022
Intercom is a product-led company, focused on maximizing product innovation and development velocity. That also means we hold ourselves to high operational standards: minimizing costs, speedily addressing quality issues that arise within existing products, and mitigating security risks. The foundation of our operational health is availability. Without rock solid availability, nothing else matters.
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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.
Totango
MARCH 15, 2022
Efforts to scale customer success team activity often fall short because of failure to avoid common mistakes. Your human resources practices, your project management procedures and your technology strategy all need to come together in order for you to scale up without overextending yourself. Mistakes in any of these areas can ripple throughout your organization and doom your efforts to failure.
Execs In The Know
MARCH 14, 2022
Getting the attention of any customer is hard enough, but getting deep engagement with your product is the lifeblood of any product or customer experience team. Even leading companies with great web and mobile app experiences struggle to isolate which factors specifically drive engagement, increase retention, and delight customers. Understanding which product features, or digital touchpoints create noise, frustration, or confusion — demands fingertip access to high-quality data across all depart
Bill Quiseng
MARCH 14, 2022
Good customer service means you answered all your customers’ questions. It means you resolved your service problems. Good customer service means you efficiently processed your customers’ waiting lines. It’s all about you. Great customer service means that one of your customers felt you had all his questions answered. It means that a customer felt you had all his problems resolved.
Shep Hyken
MARCH 16, 2022
Let’s go back to physics class for just a moment. Isaac Newton’s third law of motion states, “For every action in nature, there is an equal and opposite reaction.” I admit to struggling in physics, but this was one principle I understood. The other day, a friend quoted Newton’s third law, and it hit me. Not only does this happen in physics, but it also happens in business, specifically when there is bad customer service or a bad customer experience (CX).
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
MARCH 15, 2022
Starbucks Barista Potentially Saves a Life by Being Present in the Moment Thankfully, a Starbucks employee was paying attention and recognized a potentially dangerous situation occurring in her Texas café. A young teenager was doing homework and a peculiar man approached her and started talking to her. It didn’t look right to the Barista, so. Read Full Article.
Conversation Agent
MARCH 15, 2022
“The limits of my language mean the limits of my world,” said Ludwig Wittgenstein. Most people prefer the use of known and simple words, to cover a lot of ground. Yet when we learn more words, we expand not just our verbal tool set, but also our mind and thinking. Yes, too many words can complicate things, but too few can get you stuck. Too few words limit your ability to tell a story.
Fonolo
MARCH 17, 2022
At first glance, a call center manager job may seem easy compared to the agents they oversee. After all, they are not the ones who have to navigate call center software, ensure customer satisfaction, and take all the phone calls. But strong call center management is essential in managing call center operations, quality monitoring, and employee engagement — among a long list of tasks that ensure the center meets its day-to-day goals.
Zendesk
MARCH 17, 2022
As much as we’d all like a Magic 8-Ball that can tell us the best sales strategy to use for every client, companies need to rely on numbers instead. While metrics can’t predict the future, they’re the best way to inform companies of what their next steps should be. One of the most useful sales metrics is ACV. It often goes under the radar, but it’s a crucial measurement that helps businesses decide where to direct their focus at any given time.
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.
Execs In The Know
MARCH 14, 2022
Explore emerging ways to create candidate interest & employee retention with Rick Zayas , COPC VP , in a pre-conference workshop at Execs In The Know’s Customer Response Summit (CSR) in Clearwater, Florida, on March 28, 2022. Key drivers affecting labor markets. Best practices & approaches to reinvent labor policies. Managing/leveraging outsourced service providers.
Hodusoft
MARCH 17, 2022
Top Benefits of Auto Dialer software You Should Know in 2022. The global auto dialer software market is expected to reach $6.6 million by 2026. Auto dialer software market growth is driven by the significant rise in the number of call centers combined with improvements in business productivity standards. Additionally, automation across various industries and a growing demand for cloud-based dialing software to improve sales and enhance customer relationships are propelling the demand for auto di
Help Scout
MARCH 18, 2022
Want to declutter your sales and support inboxes and drive more revenue? Explore these nine email collaboration software platforms for 2022.
Zendesk
MARCH 17, 2022
Henry Ford once said , “It’s not the employer who pays the wages. Employers only handle the money. It’s the customer who pays the wages.” There’s a reason this business revolutionary is still quoted—he was absolutely right. And ignoring his wisdom can prove disastrous. Building strong customer relations will certainly help contribute to a company’s success, but in today’s customer-centric market, it’s a critical focus area.
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
Execs In The Know
MARCH 14, 2022
As we move into 2022, contact centers are facing unique challenges that include both tactical and strategic decision making. The tactical decisions pertain to specific needs or technology applications, such as how many agents to hire or what use cases your chatbots will be built around. Contact center leaders must also be thinking about strategic decisions, such as how the contact center is going to evolve or what CX will need to look like in 2022.
TeamSupport
MARCH 17, 2022
Training new hires on the fly isn’t easy and yet it’s quite common. When a support team is missing hands, chances are that new support agents will be hitting the tickets with precious little preparation. Needless to say, this can quickly lead to problems with customers. When a customer chats in with a new or particularly green support agent, the team member might provide wrong information or generally make some mistakes.
Logicalware
MARCH 14, 2022
Is your IVR creating the right first impression of your business? Interactive Voice Response (IVR) systems have been used in contact centres for decades. Anyone who has ever called a company for sales or support has probably heard the message: “Hi, thank you for calling [company name]. To speak with a sales representative, press 1. If you want to connect with a customer support agent, press 2”.
Zendesk
MARCH 16, 2022
Not all sales are created equal. Depending on the products, region, and size of a company, a business may require sales experts with different specialties. In 2021, Americans spent nearly $487 billion on technological products and services (a 7.5 percent increase from the previous year)—they’re expected to spend even more in 2022. With the tech industry expanding exponentially, sales companies are on the hunt for tech-savvy, down-to-earth sales representatives who know what it takes to explain b
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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.
Fonolo
MARCH 15, 2022
After coming out of a very change-heavy two years, an anticipated trend for call centers in 2022 is an increased focus on workforce management. With remote work becoming a permanent fixture of the contact center industry, proper staffing and scheduling is trickier than ever. Keeping tabs on agents in many different locations is no easy task, let alone ensuring that the right number of staff are scheduled to work at the right times.
Lumoa
MARCH 17, 2022
Lumoa Product News for March 2022 New preview for Lumoa Surveys Lumoa Surveys through the UI just got a lot better! New Preview gives you a real time view in to your survey Available in any language Complete Feedback Lifecycle – Make the survey, send it to your customers, analyze the results all in Lumoa! We have lots more planned for our SurveyHub in Lumoa, such as SMS, In Website surveys, and more!
Comm100
MARCH 14, 2022
Public customer service expectations are higher than ever before. As the private sector has adopted digital channels and technologies to improve customer experience (CX) and satisfaction, the public sector has begun to fall behind. In the US, the top-performing private sector boasts an 8.3 out of 10 customer satisfaction score. In US government, this score languishes at 4.5.
Zendesk
MARCH 15, 2022
As almost every industry enters the third year of grappling with the pandemic’s effects, companies are constantly in search of methods to support growth and demand. But often, growing rapidly comes at a cost. As does standing still. Companies that are spread thin, understaffed, or under-resourced are at risk of not remaining competitive or providing customer experiences that are lackluster.
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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