Intercom, Inc.
JUNE 22, 2018
It’s easy to believe that machine learning is hard. An arcane craft known only to a select few academics. After all, you’re teaching machines that work in ones and zeros to reach their own conclusions about the world. You’re teaching them how to think! Indeed, the majority of literature on machine learning is riddled with complex notation, formulae and superfluous language.
Callminer
JUNE 18, 2018
Research is making it clear that when it comes to business interactions, tone matters. And if you’re not taking advantage of these insights in your contact center, you might be left behind.
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CX Accelerator
JUNE 19, 2018
Empathy is defined as the ability to understand and share the feelings of another. For example, we show empathy when we put ourselves in the shoes of an elderly person and give them our seat on a crowded bus. Or when we share genuine excitement with a friend who received a job promotion. Showing this type of empathy often comes naturally to us, and is ingrained in how we act in our everyday lives.
Beyond Philosophy
JUNE 22, 2018
When I need work done at the house, I always get three quotes. I never go with the highest or the lowest, but instead, I choose the one in the middle. This shortcut, called Extremeness Aversion, helps me make an important decision—and it helps your customers make buying decisions, too. We discussed Extremeness Aversion on our podcast earlier this month.
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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.
Intercom, Inc.
JUNE 18, 2018
A few years ago, we had a seemingly simple problem to solve: our customers needed an easy way to set realistic expectations around their response times to conversations in our Messenger. Did this prove that we should have trusted our intuition all along? When we first considered the problem that businesses were facing, we instantly thought of implementing something like an “office hours” setting, so businesses could easily alert people to when they were likely to respond.
Callminer
JUNE 20, 2018
For many businesses, debt collection is an unavoidable necessity. But how can you improve your call center agent productivity while mitigating risk?
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JUNE 22, 2018
Are your customers indifferent to you? Colin Shaw and Professor Ryan Hamilton discuss what it means if they are…and how can you move them to recommend you. The post Moving Customers From Indifference to Recommendation appeared first on.
Intercom, Inc.
JUNE 19, 2018
On a recent night out in London, Tristan Watson discovered the value of great customer support, when his bag full of electronics, video equipment and personal items was stolen from a pub. The first sign that the thieves were on the move came when Tristan, CEO of a startup accelerator, was contacted by his bank, Monzo , through their app. Tristan received an automated transaction message: his credit card was just used at a convenience store 20 mins away!
Lumoa
JUNE 19, 2018
Unhappy, yet talkative customers are a golden source of information for your business. They desperately want your company to change and build a better experience for them. If they’re dealt with carefully, they can turn into your greatest advocates. So how do you make that happen? #1: Address the feedback quickly It shouldn’t come as a surprise that the more efficient your team is in solving the customer’s issue, the more satisfied the customer will be.
Customer Bliss
JUNE 20, 2018
What happens when one moves from hospitality to healthcare? Shawn Smith is a Chief Experience Officer at MedStar Washington Hospital Center. Though he’s only been in this position for less than a year, Shawn is responsible for improving the experience of the hospital which spans both patient and caregiver experience, and the overall quality and safety aspect of the health care center.
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
CX Journey
JUNE 20, 2018
Image courtesy of Pixabay I originally wrote today's post for Zingle. It appeared on their blog on January 16, 2018. Communication is important to any relationship, and it's no less important in the relationships that businesses have with their customers. When it comes to communicating, your company’s accessibility, availability, responsiveness, courtesy and professionalism, consistent voice, and consistent messaging go a long way toward building strong relationships and delivering a great exper
Intercom, Inc.
JUNE 20, 2018
As Intercom’s customer base moved upmarket, it became increasingly obvious to us in Sales that what worked well in our product for early-stage startups didn’t for larger companies. To fix it, we had to change how we worked with our product team. We created our first sales function in 2014 and in the busyness of building out the team, we had little time to reflect on how our experiences on the frontline of sales could add value to our product roadmap.
TeamSupport
JUNE 22, 2018
Attending an industry conference can sometimes feel overwhelming. Juggling session schedules, facility maps, and EXPO hall navigation isn’t likely something you’re going to master the first time. Add this to what’s likely an already busy workload can lead to long days. And here you thought a few days out of the office would be a nice break! Despite the negatives, attending a conference in the customer service industry in particular can be extremely valuable to the future of your business.
Fonolo
JUNE 21, 2018
We’re here today to talk to you about *cringe* peak times. Peak times tend to be a touchy topic for call centers. Almost every center experiences them, and most don’t know how to handle the volume without adding more agents. Every contact center is different, which means that peak times can take on various forms. Some experience the surge on certain days of the week (typically Mondays), others surge during specific times pf the day, and some only experience surges on holidays.
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.
Provide Support
JUNE 22, 2018
Proactive communication is an important part of customer service. It helps to facilitate the customer journey and inspires customers to stay loyal to the company. CEB Global study found that for every ten customers who have a high-effort service experience, nine will become disloyal and eight will say something negative about your brand to others. What other benefits does proactive communication bring to a business?
Intercom, Inc.
JUNE 21, 2018
Whether you’re at an early-stage startup that’s just made its first sales hires, or part of a fast-moving sales team in a large organization, the key to success often comes down to efficiency. How can you capture, qualify and convert the right leads for your business while working within your means? Max Altschuler has made a career seeking out efficiencies in sales – hacks, as he calls them – and sharing them with the wider SaaS and sales community.
Customer Bliss
JUNE 22, 2018
Recently, during the launch of my latest book, “ Would You Do That To Your Mother? The ‘Make Mom Proud’ Standard for How to Treat Your Customers ,” I stopped at Nasdaq in Times Square for a #NasdaqSpeedReads interview with Lyanne Alfaro. We spoke about the book, how good employee and customer experience affects businesses and customers, and why technology and CX should play nicely together without removing the human element.
Kate Nasser
JUNE 21, 2018
CIOS, IT Directors, Managers - If your customers still say you lack customer focus, use these 12 insights to reshape your information technology culture and deliver the ultimate IT customer service. The post CIOs Checklist: Are Your IT Teams Truly Customer Focused? | #CX #CustServ appeared first on KateNasser.com.
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
Comm100
JUNE 19, 2018
Trade shows are a fantastic place to get up to date on all of the latest technology, best practices and ideas in your industry. The ICMI Contact Center Expo which took place at the end of May was no different – with a strong keynote lineup and insightful sessions to attend, it was a fantastic event for anyone looking to top up their knowledge on everything CX.
Confirmit
JUNE 22, 2018
What can Confirmit Active Dashboards do for my Business? With Confirmit Active Dashboards, employees across your business can gain key insights from your Voice of the Customer programs at a glance – from executives to front-line employees. Highly visual reports and configurable widgets can help pinpoint the key drivers of customer satisfaction and highlight areas for improving customer experience.
SugarCRM
JUNE 18, 2018
One of the more popular buzzwords floating around the world of IT these days is “conversational [blank].” The term takes its cue from the combination of topics like ambient computing, AI, and voice interfaces. The simplest example is talking to a tools like Amazon’s Echo/Alexa. To date, the use cases for these types of applications have been consumer-oriented.
Confirmit
JUNE 21, 2018
Organizational data silos can make it impossible for you to get the kind of holistic, real-time insights you need to improve the customer experience, anticipate customer behavior, drive business improvement, and maximize innovation and profitability. The most successful and holistic VoC programs, however, start with thorough planning! There are 5 simple steps you can leverage to plan a successful, holistic VoC program.
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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.
Confirmit
JUNE 19, 2018
Declining responses rates and low levels of participant engagement are never far from the minds of Market Researchers, Customer Experience teams, and insight professionals. But is there really that much you can do about it? Yes. A sophisticated, innovative research platform can help you to create engaging, and – dare we say it – fun surveys that can reduce survey fatigue and boost engagement.
SugarCRM
JUNE 21, 2018
Despite the constant buzz around customer experience over the past few years, it’s never really been afforded the credence it deserves by many business sectors. However, customer experience consultancy Walker predicts this is about to change, with customer experience set to overtake price and product as the key brand differentiator by 2020. The only surprise here should be that it’s taken this long – superior customer experience drives brand advocacy which is vital in the ever-competitive land
SugarCRM
JUNE 20, 2018
I think it’s fair to say things are spinning pretty fast with technology and people. And it’s getting harder to tell which one is going faster. Technology is constantly changing what we want and shaping how we behave, both as customers and workers. Innovation is still the thing. As customers we often can’t explain what we want until we’ve tasted a bit of it, and then we really want it…now!
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