Callminer

OCTOBER 11, 2021

Read this blog for tips on how to increase call center efficiency and improve your business's image in the eyes of your customers.

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226

Bill Quiseng

OCTOBER 10, 2021

As a customer service professional, you have been told by your supervisor to interact with all customers as if they are the customer persona. Of course, it is easier to have one of your customer personas. A persona is the general image of customer personalities. A persona is many customers wrapped all in one. But a customer is just one individual. Unlike a customer persona, each customer is different from the other.

Customer Service 190

Customer Service 190

Uniphore

OCTOBER 14, 2021

At Uniphore, our mission is to bridge the gap between people and machines by leveraging AI and automation to improve and optimize conversations across the board. A big part of accomplishing that mission is using advanced Natural Language Technologies (NLT) to drive innovation in every industry. According to Gartner, recent advances in NLT, AI and Machine Learning, are enabling “intuitive forms of communication between humans and systems.

Technology 182

Technology Technology Machine Learning Innovation 182

Shaun Belding

OCTOBER 13, 2021

If you use a traditional training approach with customer service, it will fail. It will fail to engage participants, it will fail to stimulate adoption of new skills and, most importantly, it will fail to make the kind of sustained difference you’re looking for. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.

Customer Service 182

Customer Service 182

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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.

Customer Service

Callminer

OCTOBER 13, 2021

Although customer satisfaction may seem like a simple concept to grasp – your customers are either reasonably satisfied or they are not – there are numerous ways to track, measure and improve it.

Customer Satisfaction 182

Customer Satisfaction 182

Fonolo

OCTOBER 14, 2021

When it comes to keeping a pulse on the health of your contact center, cost per contact can be a very handy tool. This key performance indicator (KPI) provides insight into how effective agents are at delivering top-notch customer service and will signal to you when certain performance areas are falling off track. Unfamiliar with this term? We’ve got you covered.

Contact Center 159

Contact Center Customer Satisfaction Start-ups Technology 159

Customer Think

OCTOBER 12, 2021

Why are emotions so important when it comes to content marketing? If you scroll through your social media feed at any time, you’ll notice that most content that catches your eye has an emotional aspect to it. When done well, emotionally compelling content can result in increased dwell time and heightened levels of user involvement […].

Social Media 142

Social Media Customer Loyalty 142

The DiJulius Group

OCTOBER 12, 2021

The statistics are alarming: A record-setting 1 million job openings in the US 5 million workers quit just in quarter 2 of this year 41% of the global workforce would consider leaving their current employer within the next year 54% Gen Z’s are considering quitting A Professional Awakening For so many, the pandemic has been. Read Full Article. The post Stop Calling it a Labor Shortage—It is a Turnover Crisis appeared first on The DiJulius Group.

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Fonolo

OCTOBER 12, 2021

Traditional call center environments are often busy, fast-paced environments, but it doesn’t need to be that way. Conversations around call center optimization often focus on technology, training, and metrics, but call center workforce optimization also includes the physical elements of your operation. The physical environment in your call center can be just as impactful as the technology you use.

Contact Center 147

Contact Center Customer Satisfaction Technology Technology 147

Intercom, Inc.

OCTOBER 13, 2021

Scaling a company is never a linear process. As your startup becomes a scale-up, teams will encounter obstacles that require them to quickly adapt to new demands. That’s where we found our Data Infrastructure team at the end of 2020 – we provide data and tools for teams across Intercom to get insights and run crucial processes, and were more in-demand than ever.

Engineering 129

Engineering 129

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

Retail

Customer Think

OCTOBER 10, 2021

Source: Twenty20.com For some email marketers, it’s hard to tell why people won’t engage with their emails. Sometimes it’s their content, other times it’s their list quality or lack of proper targeting. If you feel like your email marketing could use a boost, there are simple things you could start doing that make a big […].

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Sprinklr

OCTOBER 14, 2021

Digital and social platforms have transformed the way consumers interact with your brand and communicate their experiences and expectations. Customers may not always mention you by name, but they are constantly sharing feedback on dozens of social media and messaging channels. Social listening helps you reach across this feedback ecosystem for insights into customer experience (CX) and new opportunities for business value.

Social Listening 129

Social Listening CXM Customer Experience Artificial Intelligence 129

Help Scout

OCTOBER 13, 2021

This list of 11 standout ecommerce customer service platforms will help you find the perfect tool to improve your company's customer support.

Customer Service 116

Customer Service 116

Intercom, Inc.

OCTOBER 13, 2021

Ask five product managers what they do and they’ll likely give you five radically different answers. There’s a massive disparity in how people approach the role of a PM, depending on where they’re working, the products they’re developing, or even the culture of the company. Naturally, this presents many challenges. From the PM’s side, it’s hard to know what the job expects of you or how you can move up the ladder.

E-commerce 118

E-commerce Start-ups Hospitality Hospitality 118

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.

Actionable Insights

Customer Think

OCTOBER 14, 2021

Customer experience design as a discipline is relatively new. Service design vs customer experience design adds another layer of confusion. For starters, CX design is not yet popular enough to be part of school curricula. Many industries do not even ha.

Customer Experience 134

Customer Experience CX 134

Steven Van Belleghem

OCTOBER 11, 2021

Have a strong experience-driven purpose. Trip.com’s purpose goes further than just offering convenient travel products. They see it as their purpose to make travel a smooth, fun and educational experience. Travel in the West is either business-related or fun, but Chinese people want to be guided into an entertainment and educational environment. And you feel that through their entire app and all their services.

CX 113

CX Transportation Entertainment Education 113

Totango

OCTOBER 13, 2021

For effective customer success , respond to upset customer downgrades proactively. Just because a client downgrades, they don’t have to churn. In fact, you can use a downgrade as an opportunity to remind customers of the value of your product and the quality of your customer service, giving them a potential incentive to upgrade again. You can also use downgrades as data to gain insight into where customers are experiencing issues with your product, allowing you to make adjustments and improvem

Start-ups 109

Start-ups Sales Customer Experience Customer Service 109

Heart of the Customer

OCTOBER 14, 2021

This is the third in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There is some overlap between issues and questions for B2C and B2B (covered previously) and B2B2C (covered here), but I’ve chosen to address each audience individually. B2B2C experiences, such as those offered by […]. The post 10 Questions for B2B2C CX Leaders appeared first on Heart of the Customer.

CX 109

CX B2C B2B Customer Experience 109

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

Customer Think

OCTOBER 10, 2021

by Kim Campbell in Customer Experience, Customer Service Trends, Kim Campbell Few industries are quite like travel. Can you think of any other industry where anxiety is baked into the product or service? Even before the pandemic, customers found the.

Customer Experience 133

Customer Experience Customer Service Contact Center 133

Aquire

OCTOBER 12, 2021

With competition increasing, good customer service has become core to a company’s success. But delivering quality products alongside outstanding customer service is a big challenge. Getting it right means total buy-in from everyone involved. Your support team has to come up with flexible solutions, adapting to the particular demands of the situation.

Customer Service 105

Customer Service E-commerce Customer Journey Map Customer Expectations 105

Totango

OCTOBER 11, 2021

Knowing what is driving customer adoption provides the information you can use to boost retention. Let’s look at three of the biggest keys. Continuous Onboarding. One key to higher adoption is extending the onboarding process beyond the initial account set-up phase. Setting up a new customer’s account is rightly emphasized as a key part of the onboarding process and a foundation for further SaaS adoption.

Education 102

Education Technology Technology Customer Service 102

Sprinklr

OCTOBER 13, 2021

Is your brand a large retailer with thousands of locations around the globe? Or a restaurant franchise spanning multiple geographies? Or a financial institution with many different kinds of agents and advisors working on your behalf? No matter what your brand’s specific business is, your corporate brand and your distributed teams need to be working in lockstep.

Social Media 101

Social Media CXM Social Listening Compliance 101

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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.

Contact Center

Customer Think

OCTOBER 12, 2021

The importance of customer engagement in ecommerce businesses has grown manifold ever since the expansion of technology. The new-age customers have a plethora of options for anything and everything. That is why for the steady growth of the ecommerce business, a high-end customer engagement strategy is essential. Over the years and more importantly, we have […].

Technology 132

Technology Technology 132

Adrian Swinscoe

OCTOBER 13, 2021

The pandemic’s onset forced brands, particularly retailers, to rapidly adopt new digital and e-commerce solutions to help them both survive and adapt to changing consumer behavior. […]. The post Q&A with Miva on the challenges ahead for retailers first appeared on Adrian Swinscoe.

Retail 100

Retail E-commerce 100

Uniphore

OCTOBER 12, 2021

Imagine you walk into a room or join a Zoom call late and two people are already in the middle of a conversation. While you can easily understand the words they are speaking, you don’t have any context to help you figure out the meaning of what they are saying. You don’t know anything about what or how much has already been said. What happens next could lead to a serious misunderstanding if you make wrong assumptions about the topic, the situation, and how the participants feel about what they a

Contact Center 100

Contact Center Artificial Intelligence AI Customer Service 100

Aquire

OCTOBER 15, 2021

Customer service is the backbone of any business, playing a crucial role in building a sustainable customer base and allowing companies to flourish. Implementing live chat customer support comes with a variety of benefits to both your business and customers. In this digital age, live chat is an integral part of that because providing a platform to communicate with customers in real-time is an excellent way to connect with and support them.

Start-ups 98

Start-ups Social Media Sales Customer Satisfaction 98

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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

Customer Think

OCTOBER 13, 2021

The gig economy has rapidly gained a wider currency in a matter of few years. Studies reveal that around 34% of the US workforce was already into the gig economy even before the pandemic started and is projected to reach 50.9% by 2027. With its low barriers to entry, greater efficiency in matching workers with […].

Technology 128

Technology Technology 128

The DiJulius Group

OCTOBER 13, 2021

Chief Revolution Officer John DiJulius of the DiJulius Group discusses what it takes to attract a bunch of Tesla-driving, Peloton-riding, Starbucks-drinking, Apple-using, and Lululemon-wearing customers. Those brands are not trying to be all things for all people. They are unique, almost exclusive, yet have a cult-like customer base. Their customers are looking for superior products.

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98

Zonka Feedback

OCTOBER 11, 2021

Customer Experience is a determining factor to the sustained growth of any business. A remarkable customer experience encourages brand advocacy, promotes customer loyalty, retains customers, improves customer acquisition rate, and reduces churn.

Customer Experience 98

Customer Experience Customer Acquisition Customer Loyalty 98

Aquire

OCTOBER 14, 2021

Asking the right customer satisfaction survey questions can tell you much more than whether your customers are simply satisfied or dissatisfied. The answers reveal feedback that can help you retain business, validate business decisions and strategies, and ultimately grow your brand. They also help dictate the customer journey by showing you exactly what your customers want from you — as well as what they don’t.

Customer Satisfaction 98

Customer Satisfaction Customer Survey B2C B2B 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