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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
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.
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.
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
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.
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.
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Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
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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.
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.
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.
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Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
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.
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.”.
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.
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
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.
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.
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.
Readers of this blog and the CDP Institute newsletter know that I’ve been fussing for years about privacy-related issues with Facebook , Google , and others. With the issue now attracting much broader public attention, I’ve backed off my own coverage. It’s partly because people can now get the information without my help and partly because there’s so much news that covering it would consume too much precious reader attention.
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.
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
“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.
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?
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.
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).
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Introduction. In the news and on social media, it seems like there’s a war raging between the generations. Baby Boomers have accused Millennials of ruining classic industries such as the golf industry , the diamond industry , and even the movie business. And Millennials have blamed Baby Boomers for the current state of the housing market , climate change , and Brexit.
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.
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. .
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
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
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.
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.
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.
With all due respect to Britney, JLo, Cher, Elton John, The Blue Man Group, and all the amazing Cirque du Soleil performers…none of them will help you learn how to build better business relationships, understand how the digital revolution will change the future of work, or learn about how the latest AI-related technologies will improve enterprise software.*.
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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