TeamSupport

OCTOBER 4, 2022

A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences. So in the cases where a customer is asking for something you can't provide, whether that's faster response times or new features (or a trip to the Moon with Wallace and Gromit), your business needs to

Customer Expectations 126

Customer Expectations B2B Customer Service Customer Experience 126

Adrian Swinscoe

OCTOBER 4, 2022

As we approach the end of the Summer and head into Autumn, here in the Northern hemisphere, many gardeners will be starting to think about getting […]. The post In times like these, customer service leaders can learn a lot from gardeners first appeared on Adrian Swinscoe.

Customer Service 246

Customer Service 246

Adrian Swinscoe

OCTOBER 1, 2022

Today’s interview is with James Dodkins, CX Evangelist at Pegasystems. James joins me today to talk about some new research that Pega has just conducted, some […]. The post Customer experience isn’t about experience at all. It is about relationships – Interview with James Dodkins of Pega first appeared on Adrian Swinscoe.

Customer Experience 190

Customer Experience CX 190

MyCustomer Experience

OCTOBER 3, 2022

Happy Customer Service Week! Observed every year during the first full week of October, Customer Service Week is an international. 3rd Oct 2022. By Mandy Reed Global Head of Marketing.

Customer Service 52

Customer Service 52

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

Inside Customer Service

OCTOBER 6, 2022

Average handle time, or AHT, is an important metric in contact centers. It measures the average length of a call. Many contact center leaders track AHT closely because shaving even a few seconds off the average call could allow the contact center to handle more volume without adding staff. A Customer Service Tip of the Week subscriber recently wrote to ask my advice on reducing AHT in his contact center.

Contact Center 195

Contact Center Scorecard Start-ups Customer Service 195

Callminer

OCTOBER 5, 2022

It’s time organizations view surveys as only one customer feedback channel – not the only channel. Read on for three conversation intelligence use cases to upgrade your feedback mechanism.

Customer Feedback 182

Customer Feedback 182

Intercom, Inc.

OCTOBER 6, 2022

We’ve got an update to share. Today, we announced that Eoghan McCabe, Intercom’s chairman, co-founder and former CEO, is returning to lead the company as CEO. Karen Peacock is stepping down as CEO and transitioning to an advisory role to support through the transition. Below is the email that Eoghan sent to the company after sharing the news with employees at All Hands.

Start-ups 118

Start-ups 118

Shep Hyken

OCTOBER 5, 2022

Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. And then, by coincidence, one of our loyal subscribers, Heidi Reslow, shared a story about someone buying a new car. As I read the story, I realized the salesperson didn’t just sell a car. She created an experience for her customer.

Sales 108

Sales Customer Service Customer Experience 108

Doing CX Right

OCTOBER 2, 2022

David Wachs, CEO of Handywritten, explains how to enhance and nurture customer relationships through a personalized tactic that really works for business growth and retention. The post Creating Memorable & Personalized Customer Experiences At Scale appeared first on Doing CX Right.

Customer Experience 105

Customer Experience Business Growth Customer Relationship CX 105

Steven Van Belleghem

OCTOBER 5, 2022

1. Make it easy to find and contact you. I think we can all agree that few things that are more frustrating than very well hidden contact details on a website. Chatbots or FAQ are not always the right answer. 55% of users, in fact, say it takes too many questions for a chatbot to recognize it can’t answer their issue. We all know that sometimes people have questions that are not frequent or standard and just require a 5 minute conversation with a human, be it via phone, chat or even e-mail.

CX 104

CX Customer Satisfaction AI Customer Experience 104

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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.

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Intercom, Inc.

OCTOBER 5, 2022

Each person on your team has different needs, responds to feedback in different ways and evolves in different trajectories – and management should always reflect that. Even when you reach the perfect team dynamic – a new hire or budget cut can easily throw things off balance. But no matter how isolating a management position can feel, you’re not going through it alone.

Engineering 118

Engineering Gaming 118

Zendesk

OCTOBER 7, 2022

Customers are engaging more with service teams—volume is up 14 percent over 2021, according to our 2022 CX Trends Report —and have higher customer service standards. This elevates the importance of the role customer service agents play in the customer experience. Yet less than 30 percent of agents report that they feel empowered to do their jobs well, and agent burnout is high because they are being asked to do more with less.

Omnichannel 98

Omnichannel Retail Customer Service CX 98

Execs In The Know

OCTOBER 7, 2022

Your vendors are an extension of your brand. You entrust them with your most precious asset – your customers. So, how you manage outsourcers has a direct and lasting impact on customer loyalty and bottom-line growth. Although these relationships are critical, only 46% of executives surveyed are satisfied or very satisfied with their outsourcers’ performance. 1.

Scorecard 98

Scorecard Government Contact Center CX 98

Zonka Feedback

OCTOBER 6, 2022

We all want to keep our customers happy and satisfied so they do repeat business with us. And customer experience is one differentiating factor that can make or break your customer retention efforts. Customer Service Performance plays a catalyst in achieving that level of customer experience and winning over the trust and loyalty of clients.

Customer Service 98

Customer Service Customer Retention Customer Experience 98

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

Intercom, Inc.

OCTOBER 5, 2022

More languages, more efficiency, and more satisfied customers: Welcome to the September edition of Built for You. So much of delivering an incredible customer experience happens behind the scenes. The live chat experience is so effortless for customers that it’s easy to assume it’s the same way for support teams. The truth is, it takes a lot of operational work, data analysis, and support skills to make world-class customer service look easy.

Customer Service 118

Customer Service Customer Experience 118

Zendesk

OCTOBER 6, 2022

Examples of bad customer behavior are typically what make for breaking news in the world of customer service. These are the kind of stories we’ve seen more frequently throughout the past few years as staffing and supply shortages mount and consumer stress levels run rampant. More than a lack of gratitude or a bit of unpleasantness, many frontline customer service agents have faced truly difficult scenarios.

Customer Service 98

Customer Service Technology Technology Customer Experience 98

CSAT.AI

OCTOBER 5, 2022

The concept of nudging in business isn’t brand new. It’s the idea of guiding someone toward an action. Nudges don’t remove freedom of choice, they make a certain choice more attractive. The aim is to make those preferred choices beneficial to the chooser. We’re not focusing on negative nudges or those meant to manipulate for the benefit of another party.

Customer Experience 96

Customer Experience Sentiment Analysis AI CX 96

Zonka Feedback

OCTOBER 7, 2022

Accenture reported that artificial intelligence (AI) can potentially increase corporate profitability by an average of 38% by 2035. With this statement in mind, should you implement a strategy that helps your organization to drive better revenue with AI customer experience ?

Artificial Intelligence 97

Artificial Intelligence AI Customer Experience 97

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

Intercom, Inc.

OCTOBER 5, 2022

“The problem we’re trying to solve is…”. That’s a common opening statement at Intercom. Not just in product reviews, roadmap meetings, or design critiques from product people, but across the company. This is the eighth post in a series exploring our product principles. Here, Stephen discusses our engineering principle “Start with the problem”. In our ritual Friday afternoon ‘Show and Tells’ people from across the company demo what they’ve been working on, and that’s how they open their presentat

Engineering 118

Engineering Start-ups Education Customer Experience 118

Zendesk

OCTOBER 5, 2022

There was a time when “ growth at all costs ” was the prevailing philosophy in tech. But times are changing, and as a result of today’s economic climate, more software and cloud services companies are focusing on profitability instead of growth. They are in protection mode. This drives a focus on quality customers rather than quantity, and a need to develop loyalty and reduce churn.

Innovation 98

Innovation CX Omnichannel Predictive Analytics 98

The DiJulius Group

OCTOBER 4, 2022

The companies not making a monetary investment in customer experience are the ones whose leaders don’t understand the financial impact CX can have. A Return on eXperience (ROX) dashboard helps you determine precisely what victory looks like over time and offers insight into customer churn rates. To build an ROX dashboard the executive team will. Read Full Article.

CX 94

CX Customer Experience 94

Zonka Feedback

OCTOBER 1, 2022

“ Perfection is not attainable, but if we chase perfection, we catch excellence. ” - Vince Lombardi. The quote by the popular American football coach applies perfectly when we talk about improving our products. There can be no perfect product on the globe. However, if you keep on improving your product from time to time, you can make it to the leading position in the market.

Social Media 96

Social Media Net Promoter Score Customer Satisfaction NPS 96

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

Intercom, Inc.

OCTOBER 4, 2022

A few years ago, we published The Customer Retention Starter Kit which helped thousands of businesses retain more customers over the long term. Today, we’re launching a completely refreshed guide to help you engage, nurture, and retain more customers in the modern age. In today’s digital era, engaging and retaining the customers you have is easier and more efficient than winning new ones.

Customer Retention 118

Customer Retention Start-ups Customer Loyalty Customer Experience 118

Fonolo

OCTOBER 4, 2022

Skills-based call routing sounds super technical! While there is a tech side to it, at its heart, skills-based call routing is all about peopl e. Still with me? Picture this: Y ou’re the coach of a soccer team. The opposing team is about to make a penalty kick, trying to score on your goalie. In net, you need the best of the best to ensure a goal isn’t scored.

Contact Center 87

Contact Center Start-ups Sales Customer Satisfaction 87

Beyond Philosophy

OCTOBER 6, 2022

Memory is one of my favorite topics in the behavioral sciences, so we did a podcast series on them. This newsletter is the last of a mini-series on memory, the series finale. Last time, I wrote about the network structure of memory and how the different types of memories we have connected in surprising ways from the information we shared on our second podcast.

Artificial Intelligence 15

Artificial Intelligence AI Customer Loyalty Customer Experience 15

Lumoa

OCTOBER 5, 2022

Here are the improvements we have brought to Lumoa in the past month. Share data with other users. We want everyone to be able to act based on the voice of the customer. Due to this, we made a few changes to how Dashboards and Cards can be shared with others: Your Private Dashboard can now be shared with other users – for example, this lets you make a template to give new users for easy onboarding ; Cards can now be linked and shared among your coworkers – this lets you quickly sprea

Close the Loop 78

Close the Loop CRM AI Voice of the Customer 78

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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.

AI

Intercom, Inc.

OCTOBER 1, 2022

A customer self-service offering is key to empowering customers with information while also reducing the burden on customer service professionals. Customer self-service takes a variety of forms, including but not limited to: help centers or knowledge bases, customer portals, FAQ or glossary pages, mobile apps, AI-powered chat and messaging services, or customer communities.

Machine Learning 104

Machine Learning Customer Satisfaction Omnichannel Customer Relationship Management 104

Fonolo

OCTOBER 6, 2022

There’s nothing that destroys a perfectly good call center schedule like unplanned absences. Don’t get us wrong—we’re in full support of call center agents taking time off and embracing work-life balance. But scheduling shifts becomes tough when absenteeism rises, leaving the agents who did show up to bear the brunt. Unplanned absences have a ripple effect that can impact everything from customer satisfaction to agent attrition to contact center KPIs—and that’s something you shouldn’t ignore.

Contact Center 81

Contact Center Customer Satisfaction Start-ups Technology 81

Beyond Philosophy

OCTOBER 1, 2022

When it comes to the behavioral sciences, I love their take on memory. I love it so much, that we did a podcast mini-series on it in three parts. In the first part , we talked about why memories are essential to experiences, when we use them to decide sometimes, and how memories form. The second part covered how memories are connected and the different types of memories we have.

Management Consulting 78

Management Consulting Customer Loyalty Customer Experience CX 78

MyCustomer Experience

OCTOBER 4, 2022

You buy from your favorite brand. But you can now also help them on the side (hours of your choosing), earning a bit of money and enhancing. 4th Oct 2022. By Megan Neale COO and Co-founder.

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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