Intercom, Inc.

MARCH 18, 2021

In previous episodes, we’ve talked about how customer feedback and cross-team collaboration play a crucial role in the features and updates we build here at Intercom. This week, we see how they tie together as we go behind the scenes into one major launch from the past month. Or rather, two – conversation topics and custom reports. To understand a bit more about the launch, we’ve gathered some of the folks behind it: Thomas Creighton de Farias – Senior Product Education Producer.

Start-ups 211

Start-ups Customer Feedback Actionable Insights Machine Learning 211

Callminer

MARCH 17, 2021

It's important to consider what factors impact customer journey and what can make it better. Learn how to improve customers’ journeys to improve your business and bottom line.

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207

Heart of the Customer

MARCH 16, 2021

At Heart of the Customer, we work across many different industries – in the past six months alone, we’ve partnered with life insurance, SaaS software, healthcare delivery, property and casualty insurance, non-profits, and staffing enterprises. These organizations serve a wide variety of customers who have very different needs. Or do they? We’ve found that there’s […].

Non-Profits 167

Non-Profits Healthcare B2C Customer Relationship 167

Fonolo

MARCH 18, 2021

You’ve probably heard the terms ASA and service level. But what do they really mean? KPIs, or Key Performance Indicators, are metrics used by contact centers to measure success and performance. There are many important KPIs, but these are arguably two of the most important. So how do they work? We’ll explore the relationship between these two KPIs and find out how you can use them to improve your contact center!

Contact Center 162

Contact Center Technology Technology 162

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 Satisfaction

Intercom, Inc.

MARCH 15, 2021

At Intercom, we know how important it is to create a balanced, equitable workplace. It’s not just that more diverse teams are more effective and more profitable ( though they are ); but, as Karen Peacock, our CEO, says , “It’s just the right thing to do.”. “The world is a better place when everybody can be their best,” Karen says. “Each of us should be able to be all the things we want to be, however we identify, however we want to show up, whatever we’ve been counted out of in the past.”.

Engineering 209

Engineering 209

Inside Customer Service

MARCH 18, 2021

Sometimes, you just get lucky. Years ago, I became the membership director for the San Diego chapter of the American Society for Training and Development (ASTD San Diego). It's a nonprofit professional association for corporate trainers. Membership grew 67 percent over the course of my two year term. It might surprise you to learn we didn't resort to any traditional tactics: Lower our prices Offer new member discounts Run a membership drive What we did instead was leverage one specific insight t

Start-ups 144

Start-ups Customer Experience 144

Futurelab

MARCH 17, 2021

The terms “customer-centric” and “customer-centricity” get thrown around a lot; oftentimes, it’s quite clear that they’re being used out of turn. I believe “customer-centric” is often confused with “customer focus,” and the two are very different. Let’s look at some definitions. Tags: Annette Franz (Gleneicki) culture customer experience customer focus customer centricity Facebook Like.

Customer Experience 130

Customer Experience 130

Intercom, Inc.

MARCH 16, 2021

Today, customer expectations are at an all-time high. Simultaneously, support teams are struggling with spikes in conversation volumes. A proactive customer support approach is the key to regaining control. The typical support “strategy” is to let common issues roll in for your support team to address. But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Totango

MARCH 19, 2021

The traditional customer journey infographic envisioned the customer’s experience from a sales and marketing standpoint, visualizing a funnel marking the steps from a lead acquisition through a sale, also known as the buyer’s journey. The traditional approach fails to see things from the perspective of the customer, instead, it takes a company-centric approach, splitting these into multiple journies each handled by a different department; marketing, sales, onboarding, retention.

Customer Retention 125

Customer Retention Sales Business Growth 125

Fonolo

MARCH 16, 2021

Still getting to grips with call center metrics and which ones are the most important? This blog will teach you what FCR is, the difference between First Call Resolution and First Contact Resolution, and everything about FCR that you need to know to succeed in a contact center. Contact Center Trends 2021. What is First Call Resolution (FCR) in Call Center Metrics?

Contact Center 125

Contact Center Social Media Customer Satisfaction Omnichannel 125

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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.

VOC

Futurelab

MARCH 17, 2021

I originally wrote today’s post for GetFeedback. It appeared on their site on March 1, 2020. According to Salesforce , 51% of customers expect that brands will anticipate their needs and make relevant suggestions before they make contact – by 2020. Well, here we are! Tags: Annette Franz (Gleneicki) customer experience personalization personalized Facebook Like.

Customer Expectations 130

Customer Expectations Customer Experience 130

Intercom, Inc.

MARCH 17, 2021

Jean-Bernard Baptiste is a Senior Manager of Customer Support at HubSpot , a platform built to enable business growth across marketing, sales, and customer service. With a mission to “help millions of organizations to grow better,” as Jean-Bernard puts it, the team at HubSpot is focused on creating great customer experiences for the 100,000 businesses using the platform.

Business Growth 138

Business Growth Customer Experience Start-ups Technology 138

Totango

MARCH 16, 2021

The B2B customer journey resembles the B2C experience in many ways, but there are also some important differences. In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. We’ll cover the basics of: Customer journey mapping. How journeys differ for B2B and B2C customers. How to analyze your customer journey.

B2C 118

B2C B2B Customer Journey Map E-commerce 118

Beyond Philosophy

MARCH 13, 2021

Ep 178 5 Rules for Making Customers Feel ‘Cared For’ and ‘Valued’ A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. We know that the most significant influence on a Customer Experience outcome is how a customer feels about it, for good or ill.

Customer Experience 113

Customer Experience CX 113

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.

AI

Futurelab

MARCH 17, 2021

I originally wrote today’s post for GetFeedback. It appeared on their site on July 19, 2020. Designing and delivering a cohesive end-to-end customer experience is important for brands to do. To make this happen, your entire organization must be integrated and aligned to work toward that goal. In this article, I’ll address the gap between two important parts of your organization that must be bridged in order to achieve this goal.

CX 130

CX Customer Experience 130

Zendesk

MARCH 19, 2021

Angry customers are among the most challenging aspects of working in customer service. It’s hard to remember that “the customer is always right” when a customer is calling you names or cursing you out. Luckily, there are ways to prevent tense conversations from getting out of hand. Support agents should follow time-tested tricks for de-escalating situations and, if necessary, turn to effective call scripts and email templates designed to diffuse customer anger.

Invoicing 98

Invoicing Start-ups Social Media Omnichannel 98

Conversocial

MARCH 18, 2021

It is well documented that consumer expectations have changed beyond recognition as a result of the pandemic. However, what is left unknown is our new definition of “normal.” It is yet to be fully defined.

CX 98

CX 98

Ameyo Callversations

MARCH 16, 2021

Cloud adoption for contact centers has been on the rise in the last few years. It was further accelerated by the COVID-19 pandemic when contact centers were forced to work remotely. However, the good news is that many businesses are looking at cloud-based contact centers as a long-term model due to their many benefits. “61% of businesses say that they’re planning on moving their contact center to the cloud.

Contact Center 98

Contact Center Social Media Compliance Actionable Insights 98

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.

AI

The DiJulius Group

MARCH 17, 2021

5 Quick Tips to Help you Make Price Irrelevant 1. Customer Service Feature Story How to Easily Build Rapport & Engage with Every Customer By Jess Pischel, Customer Experience Consultant and Dean of CXE Academy Many experts have been predicting that we are seeing the “End of Retail”. Someone has forgotten to tell Alpin Haus, Read Full Article. The post How to Easily Build Rapport & Engage with Every Customer appeared first on The DiJulius Group.

Retail 96

Retail Customer Service Customer Experience 96

Zendesk

MARCH 19, 2021

In our Customer Experience Trends Report 2020 , we uncovered a startling statistic: about 50 percent of respondents said they’d switch to a competing brand after just one bad customer experience. Fifty-percent customer churn is a death sentence for almost any business—which means it’s time to prioritize customer satisfaction. It doesn’t matter if you’re a Fortune 500 company or a mom-and-pop shop up the road.

Customer Satisfaction 98

Customer Satisfaction Net Promoter Score Scorecard Social Media 98

Customer Experience Matrix

MARCH 16, 2021

Our on-going tour of privacy systems has already included stops at BigID and Trust-Hub , which both build inventories of customer data. Apparently I’m drawn the topic, since I recently found myself looking at ActiveNav , which turns out to be yet another data inventory system. It’s different enough from the others to be worth a review of its own. So here goes.

Compliance 64

Compliance Government Start-ups 64

PeopleMetrics

MARCH 18, 2021

Survey participation is a key part of an effective Voice of Customer (VoC) program. How do you ensure a high response rate? There are various best practices for getting customers to take surveys, from incentive programs to strategically designed survey reminder emails. In this session, we share strategies to maximize customer survey response rates, and also discuss how to deal with low survey response rates as you're building your CX program.

CX 62

CX Customer Experience VOC Customer Survey 62

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

Customer Experience

C3Centricity

MARCH 13, 2021

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Zendesk

MARCH 17, 2021

Everyone knows customer service is important. Or at least everyone should know. Because we are all customers. And customer service is everywhere. Some customer experiences are obvious. You’re probably thinking about them now. For example, the way the clerk treats you in a store, or a company’s generous return policy. But really, any interaction you have with any company or organization is, at its core, a customer service experience: a call to the bank, a visit to the hospital, a trip on the trai

Customer Service 98

Customer Service Hospitality Hospitality AI 98

Astute

MARCH 16, 2021

Automated customer sentiment analysis is essential to understanding customers’ emotions. Voice of customer tools can identify key insights and drive quick action. The post How Customer Sentiment Analysis Improves the Customer Experience appeared first on Astute.

Sentiment Analysis 56

Sentiment Analysis Customer Experience 56

ProProfs

MARCH 19, 2021

Table of contents [ Hide ]. What Are Soft Skills? Examples of Soft Skills. Soft Skills Vs Hard Skills. What Are Soft Skills in the Workplace. Importance of Soft Skills in the Workplace. How to Develop Soft Skills in the Workplace. What Is Soft Skills Training? Benefits of Soft Skills Training. Soft Skills Training Courses. Benefits of Soft Skills Training Courses.

Start-ups 52

Start-ups Education Business Operations Construction 52

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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.

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Hodusoft

MARCH 19, 2021

A dialer for the call center is an application or system that automates the entire process of outbound and inbound calls. The system automatically dials the phone numbers based on the predefined list of contacts on behalf of the call center agents. As soon as the call is answered, the system either transfers the call to the available agent or connects it to IVR.

CRM 52

CRM Contact Center Customer Satisfaction Customer Service 52

Zendesk

MARCH 15, 2021

As we enter year two of “life after coronavirus,” procuring proper personal protective equipment (PPE) can be just as difficult as it was in the early days of the pandemic. While most hospitals have a good supply, it can still be tough for small health care facilities and regular citizens to pick up a cache of affordable, high-quality PPE. That’s where Project N95 comes in.

E-commerce 98

E-commerce Non-Profits Hospitality Hospitality 98

InteractionMetrics

MARCH 18, 2021

Portland, OR: March 16, 2021 – For its proven customer experience excellence, Yaskawa America has won the Interaction Metrics 2020 Superior Customer Experience award. This is the sixth year in a row, Yaskawa America has achieved this honor. To achieve the Superior Award (formerly known as the Gold Award), Interaction Metrics sent surveys to Yaskawa customers and employees. 95 aspects of Yaskawa performance were analyzed and the data collected were at the highest level of statistical validity.

CX 52

CX Customer Experience 52

The DiJulius Group

MARCH 18, 2021

As a leader, your number one job is not to grow the company but to grow your people – who will then grow the company. Part of your mission is to get knowledge into their brain so they can be the best of who they are. Now, how do you do that? Here are some. Read Full Article. The post If You Don’t Grow The Team, You Can’t Grow The Business appeared first on The DiJulius Group.

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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.

Technology