Callminer

APRIL 16, 2018

Artificial intelligence (AI) is about to transform every segment of our economy.

Artificial Intelligence 265

Artificial Intelligence AI 265

Intercom, Inc.

APRIL 18, 2018

There is an infinite amount of advice for startups, but if I had to boil it down to just 10 essentials, these are the most crucial principles for starting up that every founder needs to understand from an early stage. You need a vision. You need to run a good beta. You need world class onboarding. You need to know who your real competitors are. You need to understand the four forces.

Start-ups 223

Start-ups 223

Lumoa

APRIL 17, 2018

We have been talking a lot about how important it is to take actions on customer feedback. Customer feedback is the essential unlimited source for development and inspiration for the whole company. As mentioned by Lincoln Murphy, " You can focus on adoption, retention, expansion, or advocacy; or you can focus on the customers' desired outcome and get all of those things.

Customer Feedback 110

Customer Feedback Healthcare Customer Satisfaction NPS 110

Fonolo

APRIL 17, 2018

In the wide world of call center metrics, “service level” has always held a special place. It gives the industry a universally understood way to talk about how quickly calls are answered by agents. Its origins go back over 5 decades, to the earliest days of call centers. The longevity of service level is astonishing when one considers the enormous changes that have occurred in customer service technology over the last few decades.

Contact Center 106

Contact Center Net Promoter Score Customer Satisfaction Technology 106

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

APRIL 20, 2018

Customer experience (CX) is evolving. Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch your contact center ahead of the competition. As a CX leader, you also need to know which technologies will help you achieve your core objectives in managing the customer experience.

Contact Center 186

Contact Center Customer Experience Machine Learning Sentiment Analysis 186

Intercom, Inc.

APRIL 20, 2018

I came to Intercom from a company with a culture of heavyweight engineering processes. It was a well-oiled machine with battle-tested and often updated procedures. From an engineering perspective, it successfully kept you focused on coding. Tasks were always well-described in Jira, with clearly defined expectations. Designs came in and were exported to HTML so you didn’t have to worry about using Sketch.

Engineering 212

Engineering Innovation 212

Fonolo

APRIL 19, 2018

You may think that watching movies and television shows is something you do for sheer amusement – providing little educational value. Well, think again! I know I recently spoke about the importance of reading vs. watching television in my latest blog on the top customer experience books , but let’s not completely underestimate the power of the tube.

Customer Service 101

Customer Service Hospitality Hospitality Contact Center 101

Callminer

APRIL 19, 2018

This post will help you zero-in on those technologies and best practices proven to produce Customer Experience results.

Contact Center 182

Contact Center Customer Experience Technology Technology 182

Intercom, Inc.

APRIL 19, 2018

In engineering, you want to move fast, ship often and solve real customer problems. Yet competition and the exponential rate of change in software are pushing against that mission. Enter our philosophy of Run Less Software. It means reducing choices amongst engineering teams and standardizing technology, so our team can spend as much time as possible delivering value to customers.

Engineering 192

Engineering Technology Technology Start-ups 192

C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. However walking the talk is a different matter! An interesting article on NewMR by Ray Poynter prompted this post. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days.

Innovation 99

Innovation Social Media Start-ups Technology 99

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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

Comm100

APRIL 17, 2018

One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so! Many companies do not take advantage of this and end up missing out on a chance to understand what their customers really want.

Customer Feedback 80

Customer Feedback Social Media Start-ups Customer Service 80

Beyond Philosophy

APRIL 14, 2018

Why are you getting so many complaints? What are the hidden reasons customers complain? How can you identify what the hidden reasons are and reduce the number of complaints you receive? The post Why Am I Getting So Many Customer Complaints? appeared first on.

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Intercom, Inc.

APRIL 17, 2018

When was the last time you made or received a sales call to or from someone you didn’t already know? While the death of cold calling may have been exaggerated, in the past 5 years the preferred medium for sales messages has rapidly moved to email, messaging and live chat. In this era of business messaging, the written word has become even more crucial for building relationships between buyer and seller.

Sales 165

Sales Non-Profits Start-ups 165

Customer Service Life

APRIL 16, 2018

This article was originally published on the FCR blog on March 30, 2018. Click here to read the original. I’m quite fond of the names of a couple members of our Workforce Management Team at FCR — Jeremy Grogan and Jeremy Conway. In fact, I often get copied on emails requesting a detailed schedule analysis or staffing projection, and after a momentary panic attack, realize one of the other Jeremys was the intended recipient.

Contact Center 74

Contact Center Omnichannel Start-ups Technology 74

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

Customer Bliss

APRIL 18, 2018

In light of the recent Starbucks incident that occurred in Philadelphia, when a store manager called the police on two black men for trespassing , I thought it relevant and important to talk about unconscious bias, and its impact on customer and employee experiences. Listen to how I discussed this situation with Marketplace Morning Report, the morning after the incident.

Retail 65

Retail CX Customer Feedback Customer Experience 65

Beyond Philosophy

APRIL 20, 2018

Once customers move from planning to implementation, they pass across a metaphorical Rubicon. People justify their thinking and it is then difficult to change their decisions. How do you recognize this and what can you do? The post The Rubicon Model and How To Use It To Your Advantage appeared first on.

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60

Heart of the Customer

APRIL 16, 2018

B2B journeys are different from those of consumers. Consumer relationships are often anonymous – how many Coke customers have ever met somebody from the company? As ironic as it sounds, business relationships are much more personal. I’ve never met anybody from most of my consumer relationships. I know nobody from Soda Stream, Dell, J. Crew, […].

B2B 60

B2B Customer Experience 60

Totango

APRIL 18, 2018

We understand your need to get results faster. That’s why we’ve launched Spark – the only goal-oriented customer success platform that accelerates the results of your CS initiatives. If you’re a Customer Success Manager, you need to target and execute activities that will have the biggest impact in the shortest amount of time. And as an Executive, you need visibility to know that everything is on track to meet business goals.

54

54

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 Bliss

APRIL 20, 2018

In Uganda, women entrepreneurs often experience a vicious no-win cycle. They take out loans with such high rates, short cycles for repayment, and late fee penalties that no matter how hard they work, they really never get ahead. Now, that’s beginning to change: The Uganda Women Entrepreneurship Programme decided to give women entrepreneurs a chance by giving qualifying women an extended grace period for repayment, and improved loan terms based on how long the business has generated an income.

Net Promoter Score 63

Net Promoter Score Retail Manufacturing Healthcare 63

Beyond Philosophy

APRIL 17, 2018

Facebook is a glimpse into the future for most businesses. Colin Shaw and Professor Ryan Hamilton discuss the recent controversy and the implications. What can we learn from the Facebook scandal? What are they doing with data? What action should we be taking? The post Facebook mistakes: What can we learn? appeared first on.

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Customer Service Training

APRIL 20, 2018

What's the difference between customer service and customer experience? Thoughts and video's here.

Customer Service 52

Customer Service Customer Experience 52

ClientSuccess

APRIL 18, 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 48

Start-ups Customer Experience 48

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

Totango

APRIL 18, 2018

We understand your need to get results faster. That’s why we’ve launched Spark – the only goal-oriented customer success platform that accelerates the results of your CS initiatives. If you’re a Customer Success Manager, you need to target and execute activities that will have the biggest impact in the shortest amount of time. And as an Executive, you need visibility to know that everything is on track to meet business goals.

48

48

Kerry Bodine

APRIL 17, 2018

A face-to-face workshop with your employees and your customers can be an organization-changing experience. But getting in a room with customers isn’t all roses. Leaders who are new to the customer workshop approach are usually apprehensive about three things: “No one will want to come!” This is by far the most common—but unfounded—fear. Customer recruiting always presents logistical challenges, but we’ve never failed to find customers who are enthusiastic about attending.

Sales 48

Sales 48

DMG Consulting

APRIL 16, 2018

Top Workplace Best Practices for Contact Centers . The workforce is a “mash-up” of diverse multi-cultural and multi-generational personnel. Organizations that want to attract and retain top talent and be considered employers of choice need to use workforce best practices to engage employees and let them know that their contributions are important to the mission of the company, so they feel good about going to work.

Contact Center 48

Contact Center Construction Customer Experience Customer Service 48

Comm100

APRIL 16, 2018

A long-held belief is that exceptional customer service will bring with it extraordinary loyalty. This is something we’ve always believed to be true and accurate. After all, the customer is always right, right? This idea is so ingrained in us that 89 of 100 leaders surveyed flat out stated that their primary goal was to exceed customer expectations.

Customer Loyalty 43

Customer Loyalty Customer Satisfaction Start-ups Customer Service 43

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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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Provide Support

APRIL 17, 2018

Did you know that 51 percent of U.S. employees are looking for a new job? Why? Aren’t they satisfied with their salary? Don’t they like their old laptops? Can’t they bear long traveling to and from office? Or maybe their chief isn’t empathetic enough? It’s quite a difficult task to find the one who cares only about material values when deciding on a job.

Customer Service 40

Customer Service 40

ClientSuccess

APRIL 17, 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 Customer Relationship Customer Experience 40

DMG Consulting

APRIL 16, 2018

Question: We’re trying to schedule the right number of agents for our new digital channels through our current workforce management (WFM) application, but the forecasts and schedules are not very accurate. We’ve had our WFM solution about 10 years and it’s provided good results in the past. What’s the issue? Answer: Historically, WFM solutions were designed to forecast volumes and schedule contact center agents to handle inbound calls only.

Social Media 48

Social Media Contact Center 48

Confirmit

APRIL 16, 2018

For quite some time, the default assumption has been that an organization’s Customer Experience (CX) team should be the exclusive owners of initiatives to listen to the Voice of the Customer (VoC) and improve the Customer Experience. However, as CX has become more critical, progressive businesses are realizing it is everyone’s job to focus on tracking and improving the customer experience.

CRM 40

CRM Customer Experience Close the Loop VOC 40

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