Intercom, Inc.

APRIL 14, 2020

We continue our series of posts looking back through the Inside Intercom archive with a selection of some of our most popular posts on customer retention. This has long been one of the most popular topics on Inside Intercom, and over the years we have examined retention from a number of different perspectives – from measuring net dollar retention to understanding activity churn; from cohort analysis to re-engagement messaging strategies. “Retaining customers will be more important for surv

Customer Retention 245

Customer Retention Customer Acquisition Outlook Start-ups 245

CX Accelerator

APRIL 13, 2020

An original piece from Ben Motteram. As a CX manager, there comes a time when you have to start implementing changes within your organisation to help you to meet and exceed your customers’ expectations. These are the initiatives that are going to ensure you reach the goals you’ve defined in your CX strategy. This is where the rubber hits the road in CX management.

CX 208

CX Customer Acquisition Customer Expectations Sales 208

Uniphore

APRIL 13, 2020

It’s become clear that the contact center needs to offer customers a better experience. Customer expectations for help and support have increased dramatically, Gartner noted in 2019. And it didn't matter what industry -- expectations were high across the board. More people today demand always-on support. They expect customer service to be available across all digital channels.

Contact Center 189

Contact Center Customer Expectations Customer Service 189

Callminer

APRIL 13, 2020

Here's everything you need to know about the Fair Debt Collection Practices Act (FDCPA) and what it means to both collectors and debtors.

Compliance 182

Compliance 182

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

Intercom, Inc.

APRIL 14, 2020

“A team takes its tone from its leader,” says our Global Director of Customer Support Kaitlin Pettersen. When an unprecedented crisis like COVID-19 hits how do you provide your team with the guidance they need? Your support team is likely experiencing an array of unprecedented stressors right now, like tackling high conversation volumes, resolving stressed-out customers’ issues, and abruptly transitioning to working remotely.

Customer Loyalty 223

Customer Loyalty Healthcare Customer Experience Sales 223

CX Accelerator

APRIL 13, 2020

An original piece from Ben Motteram. As a CX manager, there comes a time when you have to start implementing changes within your organisation to help you to meet and exceed your customers’ expectations. These are the initiatives that are going to ensure you reach the goals you’ve defined in your CX strategy. This is where the rubber hits the road in CX management.

CX 182

CX Customer Acquisition Customer Expectations Sales 182

Callminer

APRIL 12, 2020

Here's everything you need to know about the Fair Debt Collection Practices Act (FDCPA) and what it means to both collectors and debtors.

182

182

Experience Investigators

APRIL 14, 2020

If you have a journey map, I hope you are using it. COVID-19 and the ongoing fallout from it — remote teams, changing budgets, new family dynamics — are competing for your attention, but don’t let your journey map collect dust right now. It’s one of the most useful tools you have in your customer experience toolbox at this moment.

Customer Journey Map 136

Customer Journey Map Start-ups Touchpoint Social Media 136

Uniphore

APRIL 14, 2020

You make the dreaded phone call. You are placed on hold. When the agent answers, he asks for your name and the last four numbers of your social security number. You state your problem; he transfers you to another department. The next agent asks for your name and the last four numbers of your social security number. The agent places you on hold. Again.

130

130

Heart of the Customer

APRIL 16, 2020

I’ve been posting weekly videos on LinkedIn with advice on what CX professionals can do during this unsettling time. During Week 2 of the pandemic, I received a survey request that I felt was ill-conceived. The email –entitled “We’d love to hear your thoughts!” – had your standard “based on your current level of happiness […]. The post Surveys in the Time of Pandemic appeared first on Heart of the Customer.

CX 124

CX Voice of the Customer Customer Experience 124

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VOC

Customer Bliss

APRIL 15, 2020

I want to talk about listening, and especially listening to your customers right now. Recently, I’ve received some questions including: Do you stop your surveys? How do you listen? So I want to share my thoughts on six key ways in which we should continue to listen to and communicate with our customers—and our teams. 1. Shift from Validating to Understanding.

CX 121

CX 121

The DiJulius Group

APRIL 13, 2020

The DiJulius Group, one of the world’s leading authorities on customer service and customer experience, is giving small businesses, that have been affected by the quarantine, free customer service training for all their employees. The DiJulius Group works with companies like The Ritz-Carlton, Lexus, Starbucks, Nordstrom, Chick-fil-a, Nestle, Marriott Hotel, PWC, Celebrity Cruises, Progressive Insurance, Read Full Article.

Customer Service 105

Customer Service Customer Experience 105

ClientSuccess

APRIL 13, 2020

Over the past few weeks, members of the global workforce have been asked to stop going into offices and work from home. With no end in sight, companies of all shapes and sizes are being forced to re-think both how they deliver goods and services to customers as well as they manage their staff. Whether you employ thousands of team members across multiple countries or less than a hundred in a single office, it is impossible to think that a global crisis like COVID-19 will pass by without making so

Start-ups 105

Start-ups Sales Technology Technology 105

Uplifting Service

APRIL 13, 2020

We are pleased to announce that Uplifting Service: The Proven Path to Unleashing Unbelievable! has been named the World’s Top Customer Service Development Program in 2020 by the GlobalGurus.org. We sincerely thank all Uplifting Service Leaders and Champions, our own Uplifting Service team, and all supporters who made this happen. You bring this program to life around the world.

Customer Service 98

Customer Service 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

Steven Van Belleghem

APRIL 12, 2020

In a few weeks/months from now the world will have this first Covid-19 outbreak more or less under control (hopefully). People will go back to work and there is a big chance that traffic jams will return like they were never gone. Maybe some people will even enjoy being in them again. Back to the old normal. That would be such a missed opportunity! This is a unique moment in time to solve the traffic jam issue.

Hospitality 98

Hospitality Hospitality 98

Myra Golden Media

APRIL 13, 2020

We’ve suspended our onsite workshops, but if you have a LinkedIn Learning subscription, you can take Myra’s most popular customer service classes online. Head on over to LinkedIn Learning and start training with Myra now!

Customer Service 96

Customer Service Customer Experience 96

Fonolo

APRIL 14, 2020

At the moment, many call centers are faced with a torrent of unexpected demand. At Fonolo, we are watching our customers cope in real-time with this demand, with vary degrees of success. For our banking customers, demand is related to payment deferrals, emergency loans, etc. For our partners in the travel and hospitality sectors, it’s floods of cancellations and rescheduling.

Contact Center 95

Contact Center Hospitality Hospitality Technology 95

TeamSupport

APRIL 13, 2020

“Right now, you as leaders have only one option: Lead your way out of this challenge.” That’s what Mike Caracalas , leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People advises. He’s right. But leading in the best of times is difficult, and while many of the best leadership qualities and practices must apply these days more than ever, leaders must quickly adapt to an ongoing, very complex way of getting work done.

Start-ups 95

Start-ups 95

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

The DiJulius Group

APRIL 15, 2020

Now is the time to take your customer experience to a completely different level. In the BQ (Before Quarantine) era, the majority of business models were high tech and no touch. As a result of social distancing, we now long for a sense of community, belonging, and purpose, in a world in which people actually. Read Full Article. The post 6 Ways To Capitalize On Customer Loyalty appeared first on The DiJulius Group.

Customer Loyalty 91

Customer Loyalty Customer Experience 91

UJET

APRIL 16, 2020

With more and more support agents either currently working from home or transitioning into a remote environment, a customer support organization leveraging cloud contact center software can provide laptops to remote agents or have agents access the platform through an installed application or internet browser on their own computer. Regardless of which system is used, it’s important that remote agents are following security tenets to keep customer data and company information secure as well as pr

Contact Center 90

Contact Center Compliance Customer Experience 90

Fonolo

APRIL 15, 2020

There’s always a script — a basic list of questions or responses to customers who have issues. Managers and business owners spend countless hours analyzing data and/or speaking with customers to be able to produce at least that: a script. But how effective is it? Whether it’s for existing products or new features, there are times when you have to teach your employees new skills that will help them fulfill their responsibilities.

Customer Service 91

Customer Service Contact Center Start-ups Customer Satisfaction 91

Beyond Philosophy

APRIL 11, 2020

I don’t know if it’s age talking here, but it probably is. Life becomes a lot clearer as you go on. I am at the point where I feel comfortable telling you what I think. In this episode of The Intuitive Customer, I am going to tell you about seven mistakes organizations make while trying to gain growth in revenue or market share. The post 7 Mistakes Organizations Make When Trying To Gain Growth appeared first on CX Consulting.

CX 88

CX Customer Experience 88

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

Customer Bliss

APRIL 17, 2020

In each episode of the Daily Dose of OPTIMISM! , I want to share acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this. The following is a lightly edited transcript of the video below. Today’s “Daily Dose” comes from Publix Super Markets , the beloved chain in the Southeast of the United States.

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83

Lumoa

APRIL 13, 2020

”Calls may be recorded for training and monitoring purposes”. This is a common pre-recorded message that I think we have all heard once or twice when calling a customer service department. Some firms receive over 10 000 hours of calls per day and it would take several years for one person to listen to and transcribe those calls. Having a person listening to every call and transcribing them isn’t really an effective strategy.

Text Analytics 78

Text Analytics Artificial Intelligence Machine Learning Social Media 78

C3Centricity

APRIL 11, 2020

Insights are the pot of gold that many businesses dream of but rarely find. Why is that? Are you one of them? If so then I have some practical ideas on how you can get much, much better at insight development. #1. Insights don’t come from a single market research study. Management often thinks that insight is “just another word for market research”.

Sales 73

Sales Innovation 73

UJET

APRIL 16, 2020

With more and more support agents either currently working from home or transitioning into a remote environment, a customer support organization leveraging cloud contact center software can provide laptops to remote agents or have agents access the platform through an installed application or internet browser on their own computer. Regardless of which system is used, it’s important that remote agents are following security tenets to keep customer data and company information secure as well as pr

Contact Center 72

Contact Center Compliance Customer Experience 72

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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.

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Totango

APRIL 14, 2020

The digital transformation of business has finally given enterprises the power to deliver on the potential of B2B customer segmentation. While most of us associate the digital leap to subscription and third-party software services with customer empowerment, those same tech advances make it easier than ever to provide personalized care in a targeted, scalable manner.

B2B 71

B2B Start-ups Customer Experience Sales 71

TeamSupport

APRIL 15, 2020

In Part 1 of this series, we introduced Mike Caracalas , leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People , who says that “Right now, you as leaders have only one option: Lead your way out of this challenge.”. We continue our chat with Mike, talking about how to keep things fresh as the weeks go on and how to reacclimate to working “together” in the literal sense when our workplace doors open back up.

Start-ups 64

Start-ups Gaming Education 64

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. 4/8/2020. New-gen WFM takes staffing and service optimization to the next level. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Workforce Management Product and Market Report.

Contact Center 62

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 62

Qualtrics

APRIL 14, 2020

Social isolation, employment uncertainty, and the virus itself have combined to shock the health and wellbeing of employees around the world. And while leaders are rightly focused on the physical effects of the COVID-19 pandemic, there’s another global challenge emerging: mental health. Below are the findings from a study of more than 2,000 employees conducted at the end of March and early April 2020 in Australia, France, Germany, New Zealand, Singapore, the UK and the US.

Healthcare 59

Healthcare Start-ups Education 59

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