Callminer

FEBRUARY 25, 2019

Read three things I think your call center could do to drive higher levels of customer satisfaction.

Customer Satisfaction 182

Customer Satisfaction 182

Intercom, Inc.

FEBRUARY 25, 2019

But when we look back at all these things, we find something interesting, which is that a lot of these mistakes and things we wish we had done differently actually have the same simple pattern. I spoke on this pattern at the Inside Intercom World Tour because I think it’s a very common one. The transcript of the talk is published below, and you can also listen on our podcast or watch my talk here.

Engineering 160

Engineering Start-ups Construction Sales 160

Beyond Philosophy

FEBRUARY 25, 2019

I talk a lot about how people are irrational and have presented evidence for it. Most people can get on board with the idea that we are not robots that are purely rational. Some people do push back on the idea that people are not rational. Typically, they are more rational-types. These non-believers throw up their hands and say, “Well, if we are all just mindless animals, are we going to treat people like dogs?”.

CX 107

CX Hospitality Hospitality Retail 107

Uniphore

FEBRUARY 25, 2019

Self-service is often the first step of the customer service journey. It is at this time that the solution can either enhance brand perception or hurt brand perception, so the importance of self-service cannot be over emphasized. Factors driving organizations to invest in self-service include: Read More.

Customer Service 100

Customer Service 100

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

Callminer

FEBRUARY 27, 2019

Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. Essentially, the process of finding the voice of the customer can be done a number of ways, using many different methods. However, the goal of this market research is to find the expectations, likes and dislikes of customers regarding particular products or services.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

Intercom, Inc.

MARCH 1, 2019

As product engineers, we like to build things, we like to solve problems, and we also want to have impact, right? But in order to have maximum impact, you need to build things that solve the right problems. How do we do that? By cultivating a deep sense of empathy for our customers. At our event Building Intercom in Dublin, I discussed how this empathetic approach can play out even on a small scale, using the example of a seemingly simple feature I was working on.

Engineering 151

Engineering 151

Fonolo

FEBRUARY 27, 2019

The cloud has radically transformed the call center industry. The shift, now firmly in its second decade, is accepted as conventional wisdom. You rarely find people arguing the merits of premise-based call centers. But there’s no denying the fact that many premise-based systems are still sold and deployed, especially for larger call centers. It seems companies are fearful of touting any non-cloud successes because the knee-jerk reaction is to label that as anti-progress.

Contact Center 91

Contact Center Outlook Start-ups Technology 91

Callminer

FEBRUARY 26, 2019

I was prompted by a BBC.com articled entitled ‘ Which banks do customers love or hate? ’ to think about the impact of a call center on the emotional divide the article highlights. The research by the UK’s Competition and Markets Authority (CMA) into the customer service rankings of 16 UK banks shows a whopping 36% difference between the highest and lowest scoring banks.

Customer Satisfaction 159

Customer Satisfaction Social Media Customer Survey Actionable Insights 159

Intercom, Inc.

FEBRUARY 26, 2019

When it comes to scaling a business in 2019, one thing matters most: customer experience. For today’s prospects, that means providing a real-time, personalized buying journey. Last week we sat down with growth expert Sujan Patel to talk about how sales teams can create these experiences at scale – with chatbots. Chatbots enable sales people, us included ??

Sales 112

Sales Start-ups Customer Experience 112

Taylor Reach Group

FEBRUARY 26, 2019

The process of implementing any new technology in your Contact Center can often be daunting. What is the best process for establishing which technologies are best aligned with your organizational goals and needs? I am going to walk you through the technology acquisition process with proven strategies that will enable your organization to easily and effectively chose the most suitable technology.

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Contact Center Technology Technology Scorecard 85

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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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DMG Consulting

MARCH 1, 2019

Thanks to AI and RPA, the WFO Market Surges. By Donna Fluss. View this document on the publisher’s website. The first half of 2018 was strong for the workforce optimization (WFO) market in general, up 6.4 percent compared to the first half of 2017, and excellent for the contact center segment, which grew by 24.2 percent during this period. The two market leaders, NICE and Verint, which together accounted for 75.5 percent of the total company GAAP revenue in the WFO suite market in the firs

AI 84

AI Artificial Intelligence Contact Center Machine Learning 84

Totango

FEBRUARY 28, 2019

Your user adoption metrics create a silent, unending conversation between your enterprise and your customer. They are invaluable in helping you understand the results your customers are getting from your product. And in today’s customer-centered economy , there’s nothing more important than generating real value for your customer. Adoption is about more than just usage; it’s about helping your customer get the most out of your services.

Customer Relationship 83

Customer Relationship Sales Customer Experience 83

Intercom, Inc.

FEBRUARY 27, 2019

Raise your hand if you started this year with a productivity resolution. How are you tracking against it now? If you’re like most people, that resolution may be slipping further out of sight. The majority of New Year’s resolutions fail by February, so the odds are stacked against you. If your goal is to be more productive, the best place to start is by having the right tools.

Outlook 106

Outlook Start-ups Sales 106

Fonolo

FEBRUARY 28, 2019

We are now controlling the transmission. This year, the only transmission that companies should be ‘tuning in to’ is customer experience (CX). We are firmly in a CX renaissance: 89% of companies now compete on the basis of customer experience alone. So, in 2019, breaking through the noise coming from the competition and providing a static-free customer experience are both increasingly important.

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Customer Experience Artificial Intelligence AI Omnichannel 83

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

Taylor Reach Group

MARCH 1, 2019

By Colin Taylor. Research tells us that 85% of customer churn is due to poor service that was in fact preventable. 11% of customer churn could have be prevented by simple company outreach and 67% of customer churn is preventable if the customer issue had been resolved at the first engagement. This tells us something about the sorry state of far to many contact centers.

Contact Center 80

Contact Center Customer Experience Customer Experience Management Customer Satisfaction 80

Totango

FEBRUARY 26, 2019

It’s a familiar story. You’ve won a great new customer and it seems like it’s time to celebrate. But then they don’t fully adopt your product or service, and they stop buying or unsubscribe. What went wrong? Some companies don’t realize that to develop long-term relationships with customers, there’s an important retention step that comes after the transaction: customer onboarding.

Social Media 78

Social Media Start-ups Customer Relationship Customer Retention 78

Heart of the Customer

FEBRUARY 27, 2019

Two weeks ago I hosted a webinar with Intouch Insight (you can view the recording here), and I was blown away with all of the good questions we had. We left fifteen minutes for Q&A and weren’t even able to get through everything! Samuel, in particular, asked two good questions we often hear from companies […]. The post What is the Right Level of Granularity for Your Customer Journey Map?

Customer Journey Map 74

Customer Journey Map CX Customer Experience 74

Fonolo

FEBRUARY 26, 2019

Have you encouraged a frustrated employee to stay positive after a particularly deflating customer interaction? If you have, you were tacitly acknowledging the importance of positivity in customer service. When you boil it down, great customer service is about having a positive influence on the customer’s experience of your organization. If your own staff are feeling negative or pessimistic, it’s difficult for them to provide that highly positive experience.

Customer Service 77

Customer Service Contact Center Education Technology 77

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

DMG Consulting

MARCH 1, 2019

Customer Service Is Everyone’s Responsibility. By Donna Fluss. View this document on the publisher’s website. Customer service must be an essential element of the culture of every company, and all relevant departments must be part of the overall workflow. The days of interdepartmental squabbles must end, as it’s detrimental to customers and expensive for most organizations because it increases the number of employees who are involved in handling an issue, negatively impacting the bottom li

Customer Service 72

Customer Service Contact Center Artificial Intelligence Machine Learning 72

The DiJulius Group

FEBRUARY 27, 2019

It Is Not About The Caulk I recently was in Las Vegas to speak to a homebuilders association. The night before at the reception, my host was introducing me to their members as the keynote speaker for the next day. One of the members asked me what my topic was. When I told her it. Read Full Article. The post It Is Not About The Caulk appeared first on The DiJulius Group.

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Customer Bliss

FEBRUARY 26, 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?

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CX Customer Experience Customer Service 68

ClearAction

FEBRUARY 28, 2019

Customer Experience & Marketing Workforce of the Future Lynn Hunsaker. “The wise advice that ‘What got you here won’t get you there’ 1 is what we as customer experience leaders need to be thinking about everyday,” said Milista Anderson, SVP at FIS Global in a Customer-Centered Management talk show interview. “What we did five or ten years ago won’t be good enough for what we have to do in five and ten years from now.

Customer Experience 61

Customer Experience Start-ups Customer Expectations CX 61

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

Customers That Stick

FEBRUARY 26, 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

DMG Consulting

MARCH 1, 2019

Innovation Is What Makes Us Great. By Donna Fluss. View this document on the publisher’s website. Due to the reality of lead times, as I write this it is Independence Day in the United States, an occasion that celebrates freedom from tyranny and persecution. It’s not a day that I, and millions of Americans like me, take for granted. Our Declaration of Independence states that “all Men [ Author’s note: And Women!

Innovation 59

Innovation Artificial Intelligence Machine Learning Social Media 59

Customer Bliss

MARCH 1, 2019

With startups disrupting more industries than ever, how does your company stay ahead of customer expectations? In this podcast, join me for a fascinating discussion with Thales Teixeira , the Lumry Family Associate Professor at the Harvard Business School , whose research focuses on digital disruption and what he calls, “The Economics of Attention.” Discover a new framework that will kickstart and advance your work as a CX practitioner and leader inside of your organization.

E-commerce 58

E-commerce Healthcare Compliance Customer Journey Map 58

Kate Nasser

FEBRUARY 23, 2019

In leadership, teamwork, sales, customer service, & business overall, connecting through people skills magic matters! Insights from Kate Nasser, The People Skills Coach™. The post People Skills Magic to WOW Customers Teammates & Employees | #Peopleskills appeared first on KateNasser.com.

Sales 58

Sales Customer Service 58

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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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UJET

FEBRUARY 28, 2019

When you know more about your customers, you can provide the best possible experience at all times. It sounds simple enough, but gathering the right kind of customer data requires tact and understanding from your agents of what kind of information is valuable to the company as a whole.

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ClientSuccess

FEBRUARY 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for 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. Each day we learn from the trenches what it takes to make clients happy and successful.

B2B 52

B2B Start-ups Gaming Sales 52

CSAT.AI

FEBRUARY 27, 2019

The call center has evolved into the contact center through a variety of technological innovations that followed the trusty telephone. ( I have mine right here, in case I’m hit by a food craving ) The net, IoT, the cloud and AI have and will continue to disrupt contact center tech. Enter the Net – The Internet Boom. The creation of the internet did more than raise the profile of cute cats.

Contact Center 52

Contact Center AI Sentiment Analysis Artificial Intelligence 52

Totango

FEBRUARY 25, 2019

We are excited to announce the new Customer Success Summit Conference for 2019, an evolution of our premier industry event for customer success thought leaders, practitioners and visionaries. Our past Customer Success Summits have drawn over 1,000 attendees from over 400 companies including ADP, Dimension Data, Google, Mulesoft, Oracle, SAP, ServiceNow, Slack, TSIA and Zoom among many others.

Customer-Centric Organization 49

Customer-Centric Organization Innovation 49

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