The Belding Group
SEPTEMBER 10, 2021
The Pot-Stirrer loves an injustice. He (she) lives to find real or imagined issues within the company, or even with you. He constantly questions decisions, and, like a dog with a bone, won't let go of something once he's got his teeth in it. To make matters worse, he just doesn't seem to be happy until everyone at work is talking about it. The Pot Stirrer is almost always in the middle of workplace morale challenges.
Adrian Swinscoe
SEPTEMBER 7, 2021
Organizations are often fraught with gaps in perception, and many of these impact their ability to improve both the customer and employee experience. Bain is responsible […]. The post Digital teams suffer from a perception gap that hinders customer experience improvement efforts first appeared on Adrian Swinscoe.
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Inside Customer Service
SEPTEMBER 9, 2021
Note: Lessons from The Overlook is a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. My wife, Sally, and I own a vacation rental cabin called The Overlook Idyllwild.
Callminer
SEPTEMBER 8, 2021
Ahead of his session at the Online Collections Technology Think Tank 2.1 on September 16, Frank Sherlock shares his thoughts on using data to identify vulnerable customers and assess affordability.
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
Fonolo
SEPTEMBER 7, 2021
When customers call your customer service line, greeting them with a friendly and easy-to-navigate interactive voice response system is a standard in call center software. This is often the first stage in a customer service journey, so making your welcome greeting and routing accessible and intuitive is a key aspect to your call center functionality.
Shep Hyken
SEPTEMBER 8, 2021
One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you. Yes, the word terminate ties into the movie Terminator , which somehow became a theme in the background of the book. So, why would a customer terminate his or her relationship with you?
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Callminer
SEPTEMBER 6, 2021
Sales leaders need to evolve with technology. Rick Britt, CallMiner's VP of AI, shares why it’s time to change the game and start moving the needle using technology like sales conversation analytics.
Myra Golden Media
SEPTEMBER 10, 2021
We had high hopes – and big plans – to reconvene and reconnect at ACX’21 in Arlington, VA, but remember the saying about best-laid plans? Now we’re meeting OCTOBER 26-27 for a FREE online event packed with insightful learning and new opportunities to engage and interact. . Learn more and register here!
Shep Hyken
SEPTEMBER 6, 2021
Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. (Wall Street Journal) Staff members at the George Eliot Hospital in the English town of Nuneaton are used to the sight of flowers being delivered to patients.
Customer Think
SEPTEMBER 6, 2021
I had a recent experience with a prospective client. They are a large global (bricks and mortar to digital) retailer who told me that they needed to map their “end-to-end customer journey” They said they wanted a “deep understanding of the emotional experience” and “how they could improve this journey for existing customers and prospects”, […].
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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.
Help Scout
SEPTEMBER 7, 2021
Just because a customer clicked a smiley face in your post-service feedback survey does not mean you gave them high-quality service. They might love the product, and your service is just okay enough not to make a difference. Or they might be very happy with an answer, not knowing you’ve given them incomplete or out-of-date information.
Steven Van Belleghem
SEPTEMBER 6, 2021
How do you react when you have an opposing interests with your client? The first question I ask them is “how do you react when your own interest and that of your customer oppose each other”. This type of situation happens more often than you would care to think. Let me illustrate with an example: imagine a bank customer with a sleeping account which hasn’t been used for the last five years.
Fonolo
SEPTEMBER 9, 2021
As a call center leader, you have one main goal — to grow your long-term customer base. To do that, you need to keep your customers happy. Call center performance is heavily weighed on customer satisfaction; so, the importance of a customer service strategy is undeniable. READ THE FULL GUIDE: Creating a Customer Service Strategy That Drives Business Growth.
Customer Think
SEPTEMBER 10, 2021
Video marketing is the current trend, bolstered by social media platforms such as TikTok and YouTube, which are putting video at the center of our everyday lives. In business, the benefits of making website landing pages more interactive and integrating video into more traditional marketing campaigns have been discovered. Video content has never been more […].
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.
Intercom
SEPTEMBER 8, 2021
For so many years, customer support was seen as a cost center – the first port of call for customer complaints. Now, it’s taking center stage as the value driver it truly is , enabling businesses to build lasting relationships with their customers, drive increased operational efficiency, and influence better customer satisfaction and retention. Customers’ expectations of support are also changing dramatically as the support landscape continues to evolve.
Uniphore
SEPTEMBER 9, 2021
Artificial intelligence (AI) is a field that often attracts hyperbole and misinformation fueled by a general lack of understanding. Popular media hasn’t done much to help the public image of AI, with stories of machines capable of thinking for themselves, stealing people’s jobs and threatening humanity. In reality, AI isn’t close to having the cognitive capacity to surpass human intelligence.
Aquire
SEPTEMBER 6, 2021
An omnichannel contact center offers more than just customer communication — it’s a powerful tool for creating memorable customer experiences (CX) and strengthening brand loyalty. In fact, according to the Aberdeen Group, companies with well-defined omnichannel CX achieve a 91 percent higher year-over-year increase in customer retention rate compared to those without.
Customer Think
SEPTEMBER 8, 2021
Customer service is one of the most important elements of a healthy business. Unfortunately, it also tends to be the aspect of business that gets neglected for sexier components like marketing, branding, sales, and innovation. But if you extract more value out of your customer service, good things will happen for your business. 4 Ways […].
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.
Logicalware
SEPTEMBER 8, 2021
Payment solution company OPEN cut its response times by 85% after switching to Puzzel’s Contact Centre and completing a reorganisation process. OPEN specialises in payment solutions and point-of-sale systems for the commercial sector, in particular businesses such as restaurants, petrol stations and cruise operations. The company was created through a merger of several companies in the sector, and operates in Sweden, Norway, Finland and Denmark, with a workforce of approximately 170.
Uniphore
SEPTEMBER 7, 2021
Digital servicing has given CX teams the ability to conveniently and efficiently reach out to more customers, and COVID-19 has enabled many companies to adopt digital platforms at scale. But there’s an inherent danger with focusing completely on digital: losing the empathy of the human touch. Dipu KV , President & Head of Operations and Customer Service at Bajaj Allianz General , talks about how the focus in CX is on transitioning from digitizing the physical, to humanizing the digital.
Ameyo Callversations
SEPTEMBER 8, 2021
In the age of chats and social media, the call center is still a key to manage customer queries. It’s the closest experience towards face-to-face customer engagement. Call centers handle large volumes of calls, both inbound and outbound. Understanding the differences between inbound and outbound call centers will help you determine the best option for your business.
Customer Think
SEPTEMBER 8, 2021
A growing number of marketing leaders now believe that driving business growth is the raison d'etre of the marketing function. Recent research shows that the pressures on marketers to deliver on revenue growth have become intense. A 2021 global surv.
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
Shep Hyken
SEPTEMBER 7, 2021
Digital Customer Service. Transforming Customer Experience for an On-Screen World. Shep Hyken interviews Rick DeLisi and Dan Michaeli, authors of Digital Customer Service: Transforming Customer Experience for An On-Screen World. They discuss why customer-centric companies need digital transformation. Top Takeaways: Digital Customer Service is about interactions that take place on-screen or have a component of on-screen enhancements (on-screen automation, on-collaboration, on-screen communication
The DiJulius Group
SEPTEMBER 8, 2021
Chief Revolution Officer John DiJulius of the DiJulius Group discusses the best and easiest way to find out if your employees have extremely high service aptitude and if your company is obsessed with customer service. You will learn: If your employees are not providing the same level of customer experience every single time, then you’re. Read Full Article.
Heart of the Customer
SEPTEMBER 8, 2021
“We’ve all seen those studies where it says a one-point increase of CSAT equals this revenue, but to a Commercial Officer, a CEO, or a CFO, this doesn’t sound real. So it doesn’t put CX in a credible position. We need to prove this based on our own data: ‘These are the scores for the […]. The post Three Ways to Make Your Case appeared first on Heart of the Customer.
Customer Think
SEPTEMBER 4, 2021
As studied earlier, computer networks are one of the most popular and well-researched automation topics over the last many years. But along with advantages and uses, computer vision has its challenges in the department of modern applications, which deep neural networks can address quickly and efficiently. 1. Network Compression With the soaring demand for computing […].
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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.
Shep Hyken
SEPTEMBER 10, 2021
This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before. They count on meaningful interactions with service professionals who make them feel valued.
Beyond Philosophy
SEPTEMBER 4, 2021
If you are like most companies, you probably think that you put the customer at the center of everything you do. But do you? There are some critical things that the most customer centric companies do differently than the average company. It requires a mindset that understands the essential nature of it and then a consistent approach to applying it in all the areas of the company, from how you recruit talent and empower employees to how you prioritize customers in your team meetings.
Totango
SEPTEMBER 7, 2021
B2B client engagement strategies can help you retain more customers if you know which best practices to follow. B2B engagement differs from B2C engagement in several important ways which require certain adjustments. Leveraging technology can help you implement the best practices you need to efficiently engage and retain B2B clients. These include engaging your customers from a 360-degree perspective, using support tools to help your clients use your product and taking a digital-first, team-based
Customer Think
SEPTEMBER 6, 2021
With the appearance of presales-focused tools and products, presales managers and leadership now have the opportunity to track activities and establish metrics. But what should be tracked? What should be the measures? Contemplate the foll.
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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