Callminer

MAY 28, 2018

Speech analytics can listen for various churn signals on phone calls including keywords or phrases or voice pitch in addition to calculating a churn risk score automatically.

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Intercom, Inc.

MAY 31, 2018

To build a great product, you have to intimately understand the problem it’s built to solve. To build a great business, as Steli Efti has learned, your customers must feel the pain of that problem too. Steli is the CEO of Close.io , an inside sales CRM that helps startups and SMBs generate high-quality leads and close more deals. When he’s not building software, Steli’s sharing content with the wider sales community through the Close.io blog , books on everything from product demos t

Sales 223

Sales Non-Profits Start-ups CRM 223

Beyond Philosophy

JUNE 1, 2018

Can you tell me the average length of a rain poncho without Googling or asking Alexa? Don’t worry, few people can. Nonetheless, it is a critical piece of information when you want to buy a rain poncho and need to choose a size. Without it, however, you can still make a decision—and as customers we often do this—by simply substituting in another question and answering it.

Engineering 122

Engineering Start-ups Customer Experience 122

Lumoa

MAY 29, 2018

Happy customers are a dream of any business owner. As the famous saying goes, “Satisfied customer is the best strategy of all.” But what happens next, after you identified who your happy customers are ? Even if you don’t actively cooperate with your happy customers, they will, on average, tell nine other people about their experiences with your company (according to American Express ).

Hospitality 83

Hospitality Hospitality Sales NPS 83

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

Fonolo

MAY 31, 2018

“I feel the need , the need for speed !”. In Top Gun , the 1986 classic, Pete “Maverick” Mitchell’s famous phrase effectively summed up the future of customer service (CS). While it wasn’t intended to evoke the relationship between business and consumer, over 30 years later, it speaks directly to the state of CS today. Speed is arguably the most significant benchmark for every single customer service interaction today.

Social Media 86

Social Media Customer Service Net Promoter Score Customer Satisfaction 86

Intercom, Inc.

JUNE 1, 2018

The EU was kind enough to provide a stress test for our email delivery pipeline during the GDPR surge on a scale that I doubt our engineering team as a whole would have agreed to, and we passed. You’ve all heard about GDPR, as it ironically swamped your inboxes in the process of protecting you from unwanted emails. For our engineering teams at Intercom, there was a much more short term impact last week, which we think is interesting enough to share more widely.

Engineering 204

Engineering Start-ups Customer Experience 204

Myra Golden Media

JUNE 1, 2018

In this video, taken from my online customer service training suite, I answer the questions I’m asked most often about what’s appropriate for business texting. We’ll look at everything from grammar in text, to emojis, to what to do if you get a prank text. Watch the short video, and use it in your own customer service training. Was This Helpful? I’m asking you because my newsletter offers ideas like this all the time.

Customer Service 70

Customer Service Customer Experience 70

Fonolo

MAY 30, 2018

Headlines featuring “AI” and “chatbot” have dominated the discussion in the customer service space for the past year. Naturally, it’s tantalizing to imagine a world where no one needs to call a contact center, but the sizzle around AI and chatbots obscures a deeper question: How much customer support can actually be done by self-service? This question has been with us since the earliest web sites and IVRs started to offload the simplest tasks from agents.

Contact Center 74

Contact Center AI Social Media Start-ups 74

Intercom, Inc.

JUNE 1, 2018

The most important tasks for any early stage startup are to write code and talk to users. When we started Intercom the latter was my job. About 50 percent of my time was spent communicating with potential users, whether that was asking them to try Intercom over email, meeting them at conferences, responding to them in blog comments or talking to them on Hacker News.

Start-ups 201

Start-ups Social Media Gaming Technology 201

Beyond Philosophy

JUNE 1, 2018

All the theory is great but implementing a successful CX program is vital. Colin Shaw and Professor Ryan Hamilton discuss exactly how do you do that…and the key steps to take. The post Critical Steps For a Successful CX Implementation appeared first on.

CX 60

CX 60

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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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Myra Golden Media

MAY 30, 2018

One of the most significant challenges facing companies today is attracting and retaining right-fit front line customer service professionals. For sure, this is challenging, but you can find and keep good-fit employees if you know what’s important to Millennials as it relates to the job search and company culture. Millennials now make up about 50% of the workforce.

Customer Service 59

Customer Service Construction Social Media Start-ups 59

Fonolo

MAY 29, 2018

If you’re deeply invested in the customer service industry, you already know this one fact: June will be an exciting, educational month thanks to the 19 th Annual Customer Contact Week, held this year from June 18-22 at The Mirage Hotel in Las Vegas, Nevada. Known as Call Center Week since its inception in 1999, the annual event has rebranded as Customer Contact Week in 2018, in acknowledgement of omni-channel technologies improving customer experiences in the industry as a whole.

Contact Center 52

Contact Center Social Media NPS Education 52

Intercom, Inc.

MAY 28, 2018

As the rise of bots and automation continues apace, a lot of people are wondering how the sales process and lead qualification will be affected by this fast-evolving technology. Some are even asking if salespeople are at risk of being eclipsed by chatbots altogether. But a fairly simple example of how the Intercom bot, Operator , helped our sales conversations illuminates what we think that future might look like in practice.

Sales 187

Sales Touchpoint Start-ups Technology 187

Confirmit

MAY 29, 2018

What are the Confirmit Horizons APIs? True insights from Market Research, Voice of the Customer and Employee Engagement programs rely on the ability to correlate and integrate the information with other areas of your business, such as platforms for Customer Relationship Management, product management, Enterprise Resource Planning, or accounting. Confirmit Horizons provides programmatic access to your organization’s information using simple, powerful, and secure application programming inte

Customer Relationship Management 51

Customer Relationship Management Voice of the Customer Innovation Customer Relationship 51

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.

AI

Myra Golden Media

MAY 29, 2018

I’m sipping black tea and listening to classical music while I custom design a customer service workshop for a utility on the east coast. One of my deliverables for this training is to equip employees with the skill of giving lousy news to customers in such a way that the customer accepts the employees’ answer as the final word. You’re in for a professional development treat today, because I’m sharing with you what I’ll facilitate in Philadelphia next month.

Customer Service 59

Customer Service Customer Experience 59

CX Journey

MAY 29, 2018

Image courtesy of Quadient Are you communicating with customers in their preferred methods? That's only one of many questions we discussed last week, when I had the pleasure of participating in the keynote panel for Quadient's third virtual CX Transformation Day. The panel, moderated by Mirza Baig, Quadient's Director of Digital and Advocacy Marketing, included David Poole, with the Financial Services Center of Excellence at Publicis Sapient; Paul DeSantis, Chief Operating Officer of ANRO; and m

Customer Experience 50

Customer Experience CX Transformation Legal Government 50

Intercom, Inc.

MAY 30, 2018

We all like to think we’re the drivers of our own life. We intuitively feel that we are choosing the route, direction and speed of our journey, and even the type of car we’re traveling in. We have an inbuilt tendency to believe we are deciding our destination, that we are actively mapping out our career direction and our life story. The truth is, however, that most of us are mere passengers in our own life journey.

Finance 181

Finance Technology Technology 181

iQor

MAY 29, 2018

A fully connected environment—smart homes, smart offices, smart cars—has transitioned from yesterday’s futuristic fantasy into today’s very real Internet of Things (IoT) ecosystem.

Customer Service 45

Customer Service Customer Experience 45

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

Customer Service Life

MAY 31, 2018

This article originally appeared on the FCR blog on May 9, 2018. Click here to read the original. Without exaggeration, I think I’ve seen quality forms for a hundred different companies in my tenure at FCR and can confidently say that they come in all different shapes, sizes, and flavors. Some of that’s to be expected given the variety of clients we work with.

Customer Service 42

Customer Service Customer Satisfaction Contact Center 42

Customer Bliss

MAY 31, 2018

In today’s episode, I speak with Antonio Susta , Head of Customer Experience and Customer Service at The Linde Group , a world leading supplier of industrial, processes and specialty gases. . Antonio has a lot of experience blending marketing and sales. As a marketer, he was a fan of B2B marketing for technical products, and spent almost 10 years with Air Liquide , where he became familiar working in a large B2B company in the gas and tech industry.

B2B 42

B2B CX CX Transformation Government 42

Intercom, Inc.

MAY 29, 2018

Those unfamiliar with what product engineers do could be forgiven for assuming that it’s all broadly the same job. After all, we all tend to work in code, use black text editors with luminous text, and stare at console windows with endlessly scrolling symbols. But making the transition from consultant engineer to a product engineer was a revelation – I realized that working as an engineer in client services and working as a product engineer are essentially two completely different jobs, br

Engineering 169

Engineering Technology Technology 169

Kate Nasser

MAY 30, 2018

Many people today overlook the importance and power of a warm welcome -- in business & in personal relationships. JOIN #PeopleSkills global Twitter chat w/ Kate Nasser, The People Skills Coach™ June 3rd 10amEDT to share your insights on the chemistry & power of the warm welcome. | #Community #Teamwork #Leadership #Relationships. The post Warm Welcome: JOIN People Skills Global Chat June 3rd | #PeopleSkills appeared first on KateNasser.com.

Customer Service 41

Customer Service 41

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

ClientSuccess

MAY 30, 2018

At ClientSuccess , we value candid conversations with Customer Success leaders that have unique experiences and varying viewpoints on the world of Customer Success. This week, we’ll showcase one such conversation with expert Mark Pecoraro , advisor to many B2B SaaS companies all of which have cultures of Customer Success. What led Mark into Customer Success?

B2B 40

B2B Sales Start-ups Customer Retention 40

Confirmit

MAY 29, 2018

What is Confirmit CATI? Confirmit CATI is the telephone interviewing module of Confirmit Horizons™, our flexible, multi-mode solution for Market Research, agencies. Confirmit CATI is used by some of the world’s largest Market Research organizations and is built on over 30 years of experience in providing business critical CATI solutions to the market.

Compliance 40

Compliance Voice of the Customer 40

iQor

MAY 30, 2018

Exciting week of celebrations highlighting iQorian Values Week 2018.

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CX Journey

MAY 31, 2018

Image courtesy of Pixabay Rather than thinking customer-centric, how about thinking people-centric? While customer experience strategies must include a priority focus on the employee experience (i.e., they are first!), they often don’t. Many companies actually believe that they can improve the customer experience without improving the employee experience.

CX 42

CX Customer Experience 42

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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

ClientSuccess

MAY 31, 2018

For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Start-ups 40

Start-ups Engineering Sales Customer Experience 40

Confirmit

MAY 29, 2018

What Is Net Promoter Score (NPS®)? The Net Promoter Score, or NPS®, enables organizations to get a clear vision of the health of their customers’ loyalty. Used widely across the globe, NPS® has become a key metric in customer engagement since its launch in 2003, attributed mostly to the model it provides for linking customer loyalty to financial KPI’s and profitable growth.

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Net Promoter Score NPS Close the Loop Customer Loyalty 40

1 to 1

MAY 30, 2018

Only two years after going public, specialty tea retailer DAVIDsTEA announced at the end of 2017 that it was evaluating strategic alternatives, including a potential sale and store closures. At first glance, this is another example of a brick-and-mortar business struggling to stay afloat in a retail economy that is increasingly shifting toward e-commerce and digital experiences.

E-commerce 37

E-commerce Retail Sales 37

Customer Bliss

JUNE 1, 2018

Thank you for joining the movement! My friends, book number four is done! And many of you already have the copy on your bookshelf! This book, Would You Do That To Your Mother? The “Make Mom Proud” Standard for How to Treat Your Customers , is my “thank you” for letting my words into your life. I’m grateful to our community of brave customer crusaders from every kind of business across the globe.

Customer Experience 9

Customer Experience 9

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