Callminer
APRIL 29, 2018
During our recent CallMiner and IPI Contact Centre Performance Summit, it became clear that when it comes to getting a great ROI from Interaction (or Speech) Analytics, many businesses struggle.
Intercom, Inc.
MAY 1, 2018
Convincing potential users to sign up for your product isn’t easy. But what happens next is far more important. The latest batch of billion-dollar companies are built on high customer retention. They help their users be successful, and that means providing great onboarding. At Traction Conference, an event all about how to keep and grow customers and revenue at scale, I explained how to build onboarding based on your customers’ goals, and why when your product improves, your onboardi
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CX Accelerator
APRIL 30, 2018
Companies these days are fixated on Customer Experience. If you’re not, I hope you’ve worked up an S.O.S. because you’re going to need one! It’s true, our customers are looking for much more than the product – they want to feel valued and be part of something special, something bigger than themselves. Leaders scratching their heads wondering how they can provide an “experience”, are turning to their Customer Service Representatives (CSRs) and counting on them to make it happen.
Beyond Philosophy
MAY 3, 2018
How big does a company need to get before it is too big to care about Customer Experience? If this week’s news is any indication, telecom customers in the U.S. and grocery shoppers in the UK could find out. We all can see from surveys like this (#2), or this one (#6), Customer Experience has been a significant area of concern for many CEOs recently.
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
Callminer
MAY 3, 2018
Managing a large number of complaints or repeat callers, it is costly to businesses in the way of financial resources and agent productivity.
Intercom, Inc.
MAY 4, 2018
Imagine walking into the office one morning and having your star team member ask if you have a few minutes to talk. In person. Your instincts tell you nothing good is going to come out of this conversation. And unfortunately, your suspicions are confirmed when they hand you their resignation and explain they’ve been offered “a new and exciting opportunity” that aligns with their career aspirations.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
C3Centricity
MAY 1, 2018
I heard a famous quote this morning from Winston Churchill’s address to Harrow School in the UK in 1941. It was certainly one of his shortest speeches but probably also his most quoted. He said: “Never give in, never, never, never, never” You can read his full speech – which is not a lot longer! – here. Hearing this quote got me thinking about failure.
Callminer
APRIL 30, 2018
During our recent CallMiner and IPI Contact Centre Performance Summit, it became clear that when it comes to getting a great ROI from Interaction (or Speech) Analytics, many businesses struggle to identify the right KPIs for their contact centre and the business. They also often fail to measure the ROI against the most important KPIs at each step of their Interaction Analytics Programme.
Intercom, Inc.
APRIL 30, 2018
When a visitor or lead gets in touch on your website, it’s important to get as much context as you can around the live chat conversation you have with them. Your aim should be to understand what they want, how you can help them and to judge how fast they need a solution. With lots of inbound leads, you’ll need to prioritize which ones need a response first, and it’s not always as easy as you might expect to make this judgment call.
Customers That Stick
APRIL 28, 2018
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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.
Fonolo
MAY 2, 2018
Motivation is the key to accelerating whatever it is you’re looking to improve or optimize. But, motivation doesn’t necessarily come naturally to most people. Whether it’s a personal or professional goal, like trying to lose weight, organize your garage, or exceed sales targets, motivation is a tough nut to crack. Luckily there are certain “hacks” that can not only help individuals get motivated, but entire teams; especially call center customer service teams since they’re pivotal in establishin
Callminer
MAY 2, 2018
Hosted call center software is a delivery model that differs from on-premise software and shares some characteristics with cloud-based software. Here’s a look at hosted call center software, its advantages, and best practices for choosing the right delivery model for your call center. A Definition of Hosted Call Center Software. When software is hosted , it is installed and hosted on a remote server, off-site, in a different location than your business.
Intercom, Inc.
MAY 3, 2018
Product management is about solving problems. How can we help our users complete their job-to-be-done cheaper, faster or easier? Finding those problems to solve, however, becomes increasingly difficult as you scale – where the volume of feedback, and noise level of the vocal minority, compounds by the day. Not to mention changes to workflows affecting an increasingly large amount of users.
Myra Golden Media
MAY 2, 2018
I was behind a truck recently that had a cool LED lighted border around the license plate. Little red lights danced around and framed the driver’s message. Here’s what this driver had displayed on his flashy license plate border: “If your reading this, than your to close.”. Do you see what I saw? Not one, not two, but four typos! The message should read: “If you’re reading this, then you’re too close.”.
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
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.
Kate Nasser
APRIL 29, 2018
Super customer service experience is about positive feelings but leaders grouse that they can't build a business on the randomness of feelings. Well customer feelings are NOT random. Look behind the impact of the customer's request and you'll find the pain and then deliver the gain -- for them and for you. The post Super Customer Experience: Feelings Aren’t Random appeared first on KateNasser.com.
Kerry Bodine
MAY 1, 2018
Time flies… I realized the other day that Outside In was published nearly 6 years ago. And while a lot has changed in the world and in the sphere of customer experience during that time, I firmly believe that the analysis and advice in the book are just as relevant in 2018 as they were in 2012. Part of the reason for that is that the book talks primarily about how organizations work and how they need to change—and, unlike technology, organizations don’t change all that quickly.
Intercom, Inc.
MAY 2, 2018
Since IBM coined the term “Help Desk” in the 1970s, customer support has come a long way. We’ve moved from call centers, to ticket-based helpdesks, to increasingly personal types of customer support. Over the past decade, one of the most popular (and personal) support channels has been live chat. However, having live customer conversations doesn’t come without its challenges.
Heart of the Customer
MAY 3, 2018
“The more visual the input becomes, the more likely it is to be recognized – and recalled. It’s called the pictorial superiority effect.” – Brain Rules by John Medina Or, said differently, if you want your teams to remember what really matters to your customers – their Moments of Truth, their delights, and what frustrates […]. The post Science shows why your customer journey maps need to be visual appeared first on Heart of the Customer.
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.
Fonolo
MAY 1, 2018
Tradeshow season is upon us! What better way to start the action than by exhibiting at the highest rated event for contact center professionals? Join Fonolo at the Contact Center Expo & Conference, May 21-24, 2018 at the Walt Disney World® Resort in Orlando, Florida. Produced by ICMI, a trusted advisor in the industry, the Contact Center Expo & Conference educates and motivates professionals looking to further their knowledge in an industry undergoing constant change.
Customer Bliss
MAY 1, 2018
Companies that would make your mom proud prove with their actions that they have their customers’ best interest in mind. This is at the heart of companies that grow most organically—earning ardent admirers who grow their business for them. They earn a bigger piece of the pie, because they improve customers’ lives. This is a simple idea to accept, but oh-so-hard to execute.
Myra Golden Media
MAY 1, 2018
I just got off of a productive and inspiring video conference with a new client. I’ll spend this afternoon, and much of this week developing a fully customized training class for this company. In two months, I’ll fly out to Montreal to facilitate the workshop. When I sit down to create a custom course for my clients, the first question I ask is, “What’s your biggest problem with customer interactions?
Taylor Reach Group
MAY 2, 2018
By: Peg Ayers & Turaj Seyrafiaan. Definition: The percentage of staff who leave the Contact Center, voluntarily or involuntarily, over a period of time. Calculation: (Total number lost/Average total staff) X 100. Example: The total staff at the beginning of the month is 90 and at the end is 110, so the average staff for the month is 100 ((90+110)/2).
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
Fonolo
APRIL 30, 2018
Tradeshow season is upon us! What better way to start the action than by exhibiting at the highest rated event for contact center professionals? Join Fonolo at the Contact Center Expo & Conference, May 21-24, 2018 at the Walt Disney World® Resort in Orlando, Florida. Produced by ICMI, a trusted advisor in the industry, the Contact Center Expo & Conference educates and motivates professionals looking to further their knowledge in an industry undergoing constant change.
Customer Bliss
MAY 3, 2018
Are you facing some challenges from your C-Suite regarding the implementation of a customer experience transformation? In today’s episode, I talk to Patricia Pedhom Nono , General Manager, Customer Service & Customer Experience at MTN Cameroon , one of the biggest telecommunications company in Africa. As the company’s first CCO, Patricia shares a detailed account of how she demonstrated the value of a customer-first strategy to a skeptical C-Suite.
PeopleMetrics
MAY 4, 2018
Tax season is finally over, and many accounting and tax services providers are coming back online and starting to think of how they can improve in 2019. Maybe software needs updating, staff needs better training, or processes need to be streamlined. As the old saying goes, hindsight is 20/20. Before trying to decipher which improvement initiative will yield the highest impact, accounting and tax service providers can skip the headache entirely by simply asking clients what they can do better nex
Taylor Reach Group
MAY 3, 2018
The Strategic Assessment is an essential ‘health check’ of your Contact Center that takes a deep analysis of people, process and technologies and the ‘thousand moving parts’ to establish a prescriptive approach for optimizing operations. The Taylor Reach Group, Inc., will be conducting an in-depth diagnostic of Contact Center operations for their client who operates in the medical imaging industry.
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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.
CX Journey
MAY 2, 2018
Image courtesy of Pixabay Have you seen Jeff Bezos' annual shareholder letter for 2018? Within the last few weeks, Bezos released his 20th annual shareholder letter. Each year the letter is filled with strategy lessons about customer experience, employee experience, leadership, innovation, and culture. And I love how he always attaches his very first shareholder letter to each year's letter.
ClientSuccess
MAY 2, 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.
SugarCRM
MAY 1, 2018
It’s an enormous process to enter into an agreement with a new CRM software vendor. By the time you make that “final” decision it can feel as though you’ve been engaged with your new vendor for ages. But signing contracts and deploying a CRM is just the start of the journey. The important work begins with getting the most out of this important investment. .
Taylor Reach Group
MAY 1, 2018
TRG’s Sourcing support ensures a robust, effective and merit based outsource selection process to identify the ‘best’ partner for your organization. Call Center and CX consultancy, The Taylor Reach Group, will be assisting their client with Outsource vendor selection . TORONTO (PRWEB) May 1,2018. Customer Experience and Contact Center consultancy, The Taylor Reach Group Inc., (TRG) today announced that they will be assisting their client with Outsource Vendor Selection initiative.
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.
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