Intercom, Inc.

MARCH 4, 2019

How can you make sure, on a Monday, you’re doing the right things all week long – not just as an individual, but as a manager, across your team and organization? How do you help your team focus and make meaningful progress, so that at the end of the week, you go home knowing you spent energy on the most important work? Finding the answers to these questions and putting them into practice is critical to scaling your impact as a manager and individual.

Engineering 202

Engineering Customer Experience 202

Callminer

MARCH 6, 2019

Companies look to solicited feedback, surveys, review sites, etc. for how they are doing. Here are 6 ways to go beyond that with speech analytics.

182

182

Beyond Philosophy

MARCH 8, 2019

One thing many positive Customer Experience stories people tell have in common is they involve a moment that surprised and delighted customers. Customer loyalty consultants refer to it as Innovative Customer Experience, and it is the key to getting your customers to talk about your experience to everyone they know. Author, speaker, and customer loyalty expert Dr.

Innovation 133

Innovation Customer Loyalty CX Customer Expectations 133

Lumoa

MARCH 3, 2019

There are clear reasons why companies should create an outstanding customer experience for their customers. Take a look at what you can learn from the best customer experience companies of 2019 and find out how to apply it to your customer experience work.

Customer Experience 126

Customer Experience 126

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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

Intercom, Inc.

MARCH 7, 2019

162

162

Callminer

MARCH 5, 2019

The CallMiner Customer Experience Solution Pack is designed to harness data, as well as accelerate time to insight with a categorization framework designed around best practices in measuring CX.

Customer Experience 182

Customer Experience CX 182

Myra Golden Media

MARCH 6, 2019

Maya Angelou once said, “People will forget what you said. They will forget what you did. But, people will never forget how you made them feel.” That point right there – people will never forget how you made them feel – is why we created this course. This training is about never having your customers hang up with negative feelings about how you talked to them.

Customer Service 112

Customer Service Customer Experience 112

Intercom, Inc.

MARCH 5, 2019

Historically, the role of the sales development representative (SDR) has been to collect qualification criteria so they can determine if a prospect is promising enough to be introduced to an account executive. However, SDRs today, especially at Intercom, are doing much more than that – they are accelerating the sale by providing prospects with value early on. “Now sales teams can automate away so many of the tasks that used to be manual and repetitive” Thanks to automation technology

Sales 138

Sales Education Technology Technology 138

Fonolo

MARCH 5, 2019

Customer service is a difficult job at the best of times. However, when your customers are patients, the dynamic becomes all the more challenging. Dealing with patients who are in crisis or pain, and on top of that, are emotionally drained, can create increasingly sensitive scenarios for call center agents to handle. This is why handling call center conversations within the healthcare field requires a unique set of skills.

Healthcare 112

Healthcare Customer Service Omnichannel CX 112

Beyond Philosophy

MARCH 4, 2019

We develop emotional intelligence as children once we understand how other people feel. Based on the behavior of a few of our fellow humans, some of us more than others. Now, machines are developing emotional intelligence as well. The latest developments in this field are changing the way we can measure authentic customer emotions in real time. We discussed how technology and facial recognition are changing how to measure authentic customer emotions in real time on our latest podcast.

CX 102

CX Technology Technology Start-ups 102

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

C3Centricity

MARCH 6, 2019

In most countries, the Police have a love / hate relationship with their population. You can imagine my surprise, therefore, to find myself writing about how they appear to be adopting a customer first strategy in Switzerland! Let me explain. They have recently introduced many new-style speed radars in the villages around my home town in Switzerland.

Sales 100

Sales Customer Satisfaction Customer Experience 100

Intercom, Inc.

MARCH 8, 2019

Today we celebrate International Women’s Day, when the world acknowledges the social, economic, cultural and political achievements of women. The first International Women’s Day (IWD) took place in 1911 and was supported by more than 1 million people in Austria, Denmark, Germany and Switzerland. Today, IWD belongs to everyone, everywhere – including everyone at Intercom!

Sales 128

Sales 128

Fonolo

MARCH 6, 2019

When I first stepped foot into the Fonolo office nearly a year ago, I was also knowingly dipping my toes into the customer service ecology. With the abundance of experts, thought leaders, Twitter handles, and publications that make up the DNA of both the customer service and customer experience industries, it quickly became clear that the learning curve would be steep.

Customer Service 102

Customer Service Contact Center Education Non-Profits 102

Taylor Reach Group

MARCH 8, 2019

By Colin Taylor. What is a high performance contact center? High performance is generally accepted to mean performing at the top of any possible performance range. So a High performance contact center is one that meets or exceeds the performance parameters or metrics expected of it. In contact center these parameters will include quantitative: grade of services, AHT, ATT, ASA etc., and qualitative: First Call Resolution, Customer Satisfaction, Quality scores etc., measures.

Contact Center 95

Contact Center Entertainment Start-ups Customer Satisfaction 95

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 Service Life

MARCH 6, 2019

This article was originally published on the FCR blog on February 7, 2019. Click here to read the original post. It’s official. I’ve completely caught the fly fishing bug — an unavoidable consequence given the abundance of fishable water here in Oregon. New in 2019, the state moved to an online system for fishing and hunting licenses which means we can now carry our licenses in an app on our phones rather than toting around a piece of paper.Eager to start fishing as soon as possible, I tried to

Contact Center 94

Contact Center Sports Customer Service Start-ups 94

Intercom, Inc.

MARCH 6, 2019

99

99

Myra Golden Media

MARCH 6, 2019

The first thing I read on my iPhone this morning was the interestingly trending Gayle King interview with R&B singer R. Kelly. In the interview, the singer cries, rants at the camera, beats his chest, and stands, towering over Gayle King with warlike body language. The CBS This Morning crew stopped the interview to give R. Kelly the chance to compose himself.

Start-ups 94

Start-ups Customer Experience 94

Customer Bliss

MARCH 5, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

Innovation 88

Innovation Customer Loyalty Hospitality Hospitality 88

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

Customers That Stick

MARCH 4, 2019

In this One Win Book Review, we take a look at When Genius Failed by Roger Lowenstein. Check out the video below to hear Adam’s one win that you can take away from When Genius Failed to improve your organization’s customer experience and customer service. About When Genius Failed. FROM THE PUBLISHER: In this business classic—now with a new Afterword in which the author draws parallels to the recent financial crisis—Roger Lowenstein captures the gripping roller-coaster ride of the Gre

Customer Service 87

Customer Service Customer Experience 87

Taylor Reach Group

MARCH 5, 2019

By Peg Ayers. Congratulations! You’ve made it through year end performance evaluations, survived the challenges of January, and 2019 is starting off well for you! You may be pleased that you don’t have to think about employee reviews again for many months. But spending some time now could simplify the end of the year a great deal. Now is the time to make sure goals are aligned between front-line employees, managers, departments and the company itself.

Education 82

Education 82

Totango

MARCH 7, 2019

Think of them as your customers—even when they’re heading out the door. That’s the ideal approach when a customer lapses. Churn is built into every business model, but just because churn is expected doesn’t mean it has to be accepted. Today’s customer-centered economy means every customer should feel your product is built around their needs. After investing time and effort into helping your customer through the onboarding and adoption phase, it can be discouraging to see them leave.

Social Media 79

Social Media Retail Education Start-ups 79

The DiJulius Group

MARCH 6, 2019

Announcing the Speaker Lineup For The 2019 Customer Service Revolution! We are so excited to announce the incredible lineup for the 2019 Customer Service Revolution happening on September 11-12 in Cleveland, Ohio. This may the best group of presenters we have ever had! I know that is hard to believe considering past year’s. Read Full Article. The post Announcing the Speaker Lineup For The 2019 Customer Service Revolution!

Customer Service 15

Customer Service Customer Experience 15

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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

Customers That Stick

MARCH 5, 2019

Each year, we see increasingly more retail establishments fail. However, retail is not dying; in fact, it has a bright future. It just looks different than it did five years ago. On a trip to Detroit last week, a friend of mine who lives in the area took me to the original Shinola store. I had only recently become aware of Shinola when I purchased one of their watches via a third party a few months prior.

Retail 79

Retail Innovation Customer Service 79

DMG Consulting

MARCH 8, 2019

Innovation Enhances the Cloud-Based Contact Center Infrastructure Market. The past year was excellent for the cloud-based contact center infrastructure (CBCCI) market. DMG had projected that the market would grow by 22% in 2017, and the actual growth rate was 25.4%. The vast majority of the sales were to existing contact centers whose management made the decision to migrate to the cloud.

Contact Center 72

Contact Center Innovation Artificial Intelligence Machine Learning 72

Comm100

MARCH 7, 2019

Chatbots have quickly moved from lofty vision to technological reality. In fact, 61% of consumers think that chatbots are the future of customer service. However, as chatbot technology has advanced and become more nuanced, gaps still remain between the promise of value and its actual delivery. These gaps aren’t caused by bot technology itself, but rather by misplaced expectations of performance or a lack of thorough understanding of the various types of bots available.

Machine Learning 71

Machine Learning Sentiment Analysis Artificial Intelligence Technology 71

Heart of the Customer

MARCH 5, 2019

Measuring Customer Experience’s (CX) business impact is hard. It’s one of the biggest challenges in passing the CCXP exam. One reason is that CX pros are very customer-focused; we’re confident that if we just focus on customer needs, the ROI will take care of itself. Unfortunately, our business partners aren’t always so confident. Heart of […].

NPS 68

NPS B2B CX Net Promoter Score 68

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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

ProProfs

MARCH 7, 2019

“Empowering women isn’t just the right thing to do—it’s the smart thing to do,” Barack Obama said once on International Women’s Day. Every time, when the International Women’s Day is around the corner, everybody becomes busy making it special for women in their sphere! Companies take this opportunity to identify the ‘sheroes’ (she who’s the hero) among their employees and celebrate their heroic personalities.

Education 67

Education Business Growth Start-ups Gaming 67

Fonolo

MARCH 7, 2019

Anyone who works in the customer service arena has witnessed an explosion in the hype surrounding artificial intelligence (AI) and natural language processing (NLP). Why is this the case? Popular AI tools like chatbots use NLP (or, the ability to understand human language) to interact with customers on a more sophisticated level than the IVRs of old.

Artificial Intelligence 62

Artificial Intelligence AI Contact Center Social Media 62

Customers That Stick

MARCH 4, 2019

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 12

Customer Service 12

Heart of the Customer

MARCH 6, 2019

Yesterday, we talked about Business KPIs that you need to track to truly understand the value and cost of different clients. Unfortunately, not every important metric can be captured in your systems. Some require employee judgment to rate, for example client risk, number of contacts at the client, and potential. Others require clients to tell […].

NPS 60

NPS B2B Net Promoter Score CX 60

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