Callminer
SEPTEMBER 1, 2021
CallMiner, CTO, Jeff Gallino, unpacks the recent M&A activity around conversation analytics, answering “why now?” and providing input for how to navigate this complex landscape.
Intercom, Inc.
AUGUST 31, 2021
We’re excited to announce that you can now send transactional messages using Intercom, empowering you to send all your customer messages from one easy-to-use platform. And because it’s Intercom, we’ve reimagined what “transactional messaging” looks like. In addition to email, you can now choose from a range of conversational message types – like push notifications, in-product messages, banners – so you can engage and inform your customers in the right place, at the right time, using the channel
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Fonolo
AUGUST 31, 2021
Some companies have long contact pages, with hundred phone numbers linking to every department or important person. Imagine scrolling through that list, getting the wrong number, and having to try another one. How frustrating! A call routing system is the industry standard solution to this. Also known as an automatic call distributor (ACD), this tool receives inbound calls and connects them to the department or representative that can best support them.
Customer Think
AUGUST 30, 2021
The AI market is growing at a rapid rate, with experts claiming that it will snowball to reach a market value of $190.61 billion by 2025. Research also indicates that the forecasted AI annual growth rate will reach 33.2% between 2020 and 2027. And if you think that AI is primarily being used to drive […].
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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.
Callminer
AUGUST 30, 2021
We share input from business leaders and call center experts on the most impactful call center innovations that can transform your call center KPIs, processes, and improve results.
Intercom, Inc.
SEPTEMBER 2, 2021
At a product-first company like Intercom, our product marketing team has always had a crucial role – and over the years, we have often discussed how we approach product marketing. Of course, not all companies go about product marketing in the same way. Some product marketing managers focus on the pre-launch strategy, others on the go-to-market strategy and marketing campaigns for nearly finished products, At Intercom, however, our approach is what we call full-stack product marketing.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
AUGUST 30, 2021
We live in an increasingly connected world, and we’re using more data than ever before to solve problems and understand the world around us. The same is true of the construction industry, which relies on data analytics platforms like ITLytics to make design decisions, improve efficiency, and even prevent accidents. From crowd-sourced design software to […].
Fonolo
SEPTEMBER 2, 2021
If sales and profits are up, business is good, right? Usually, yes. But customer success leaders know that performance isn’t always based solely on profit. Call center managers must be aware of industry trends, customer needs, and the latest call center technology. Market research helps, but it isn’t enough. That’s where benchmarking comes in. Benchmarking helps call centers compare their operations and processes to other call centers.
Taylor Reach Group
SEPTEMBER 3, 2021
by JD Fairweather. After several months of remote working – a workstyle many contact center leaders would have deemed impossible to implement a year and a half ago – employers are finding it difficult to lure staff back into the office. The Delta variant notwithstanding, it seems that employees are far too settled into the routine of managing teams, work, and calls to return to onsite employment anytime soon.
Intercom, Inc.
SEPTEMBER 1, 2021
At Intercom, we believe the best products are built with the market in mind. That’s why some of Intercom’s first marketing hires were product marketers and why we’ve had a “seat at the table” from the early days of the company. . This isn’t always the case across the industry. Product marketing looks different in every company, but one common trend is that many product marketing managers (PMMs) feel undervalued.
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
Customer Think
AUGUST 29, 2021
When you have invested the time and money to acquire a brand-new customer, you lose on the full revenue capacity of that individual if they leave, or churn, earlier than preferred. By minimizing the rate of churn, companies prosper and grow quicker. When most companies think about how to speed up growth, generally their first […].
Experience Investigators
AUGUST 31, 2021
What are the Best Customer Feedback Questions to Ask? I talk and write a lot about customer feedback. If you’ve read my article on Listening Assessments or downloaded our free Customer Interview Guide resource , you know I love customer feedback that tells a story and contextualizes our other data. When I talk with folks about customer feedback, one thing I often hear is “What questions should we be asking customers?
Uniphore
SEPTEMBER 1, 2021
WE'RE HIRING. PROJECT MANAGER. Project Manager. The Project Manager leads cross-functional teams responsible for implementing Jacada’s enterprise software solutions. The Project Manager is accountable for managing solution planning, execution, quality, deployment and transition to our Global Support team. The Project Manager is responsible for achieving project financial and operational targets, promoting project communications, governance & best practices, resource management and forecast,
Shep Hyken
SEPTEMBER 1, 2021
I’ve written about this before. Our customers are smarter than ever when it comes to customer service and receiving a great customer experience. They no longer compare us only to our direct competitors, but instead, to the best service they have received from any company, large or small, global or local. These companies are setting the bar higher. They are forcing everyone in business to up their game, and that’s great for us as customers. .
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.
Customer Think
SEPTEMBER 3, 2021
Have a business VoIP phone system but worried about VoIP security? Here is a detailed post to help you understand how to best keep your voice over IP phone system safe and secure. How to Protect a VoIP Phone System? To protect your voice over IP phone system, you must first understand the common threats […].
Customer Bliss
AUGUST 30, 2021
A little while after Indra Nooyi was named the CEO of PepsiCo, she traveled home to India to visit her mother. The morning after she arrived, piles of visitors began pouring into her mothers’ home. They walked past Nooyi and straight to her mom where they congratulated her on her daughter’s accomplishment. They praised her for her ability to raise a daughter who would become CEO.
Aquire
AUGUST 30, 2021
Starting an ecommerce business is never easy. Running a successful one even less so. That’s why we’ve decided to compile a list of 13 awesome ecommerce marketing tips that will grow your business. Increasing online sales is the key goal of most businesses, regardless of their size. Whether you run a small retail business or are employed by an ecommerce giant like Google, boosting sales through online channels takes the same level of effort and dedication.
Shep Hyken
SEPTEMBER 3, 2021
This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. She writes about how contact center agents can maximize productivity and provide a better customer experience. Contact center agents are often hampered by a lack of data and resources, which undermines their productivity. .
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 Think
AUGUST 31, 2021
Digital marketing has advanced a lot in the last few years. And with the outbreak of the pandemic and the mandatory isolation it brought along, the internet and digitization became an indispensable part of our lives. Unlike ever before, 2020 saw a massive leap in digitalization. Everything went online. Working from home became the new […].
Conversation Agent
AUGUST 28, 2021
“Great organizations have one thing in common: great managers.” This was the finding on a research by Bain & Company circa 2008. The authors reported four management principles that are essential to achieving breakthrough performance. If you're a nonprofit manager (it hold for companies of any kind), they found your 1) costs of serving should always decline; 2) market position determines your options; 3) clients and funding pools don’t stand still; and 4) simplicity gets results.
Help Scout
SEPTEMBER 2, 2021
Tier 2 support team members are the folks responsible for handling technical escalations and more advanced inquiries that are beyond the skills or knowledge of your first level customer service representatives. When supporting a highly technical product, a tier 2 team may handle implementation and core product guidance. In contrast, the tier 2 team supporting a retail product may handle lower priority bugs, dispute resolutions, or triage, as their skills are less about product knowledge and more
Shep Hyken
AUGUST 31, 2021
The Experience Maker. Creating Consistent Exceptional Customer Experiences. Shep Hyken interviews Dan Gingiss, an international keynote speaker, coach, and author of The Experience Maker. They discuss how to create experiences that customers want to talk about. Top Takeaways: An Experience Maker is that person in an organization that wears the customer hat at all times.
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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.
Customer Think
AUGUST 30, 2021
You reap what you sow. You get what you give. Do good things, and good things will happen to you. These old adages have been moral guidelines for centuries, but it turns out that karma is also a pragmatic business approach. In a classic study by behavior expert Robert Cialdini, restaurant diners who were given […].
Totango
SEPTEMBER 3, 2021
A quarterly business review (QBR) is a chance to bring together your executives and your clients’ executives to discuss the health of their business and your relationship, to discuss their future goals and plans, and to strategize how you can deliver more value to them based on those factors. These meetings can play a crucial role in the overall health and success of your customers, but they can also be very difficult to plan and execute. .
Adrian Swinscoe
SEPTEMBER 1, 2021
Today’s interview is with Jeff Nicholson, Global Leader, CRM Strategy for Pega, where he heads up the company’s CRM market strategy and vision worldwide. Jeff joins […]. The post The top frustrations of customers and agents are the same – Interview with Jeff Nicholson of Pega first appeared on Adrian Swinscoe.
Uniphore
AUGUST 31, 2021
Learning is complex. What does it take for a person to learn a language, for example? If it’s a modern language, the student buys a book, takes a class or downloads an app. In each option, the student receives specific instruction for mastering part of the language, including feedback from the teacher, checking answers in the book or interacting with the app’s interface.
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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.
Customer Think
SEPTEMBER 3, 2021
While the “gig economy” surfaced several years ago, it’s becoming increasingly relevant in today’s post-pandemic world. A Gartner analysis showed that organizations will continue to expand their use of contingent workers to maintain more flexibility in workforce management post-COVID-19. Here’s a look at how this gig economy evolution is likely to pan out as it […].
Logicalware
SEPTEMBER 1, 2021
Following the announcement of Puzzel’s expansion into the Netherlands, CEO Frederic Laziou sat down with CustomerTalk to chat about the latest trends in customer service and our vision for the future. Norwegian company Puzzel , an innovative specialist in cloud-based contact centres, has invested heavily in recent years to offer a flexible and scalable online solution to organisations of all types and sizes that want to optimise their customer services and customer experiences.
Zendesk
AUGUST 30, 2021
Here are the newest integrations from Zendesk to help your team provide great experiences. BigCommerce by agnoStack. BigCommerce by agnoStack (Support) makes it possible to view and manage Order data from your BigCommerce Store. Allow agents to instantly view historical customer orders as soon as they open a ticket. Get basic order details (as well as order line items, real-time shipping updates, and payment transactions.
Aquire
AUGUST 30, 2021
Think about a local bakery in your neighborhood (if you’re lucky enough to have one). What does a small business like that do better than other businesses? If we had to pick one thing (apart from freshly baked goods), it’d be personalized customer service. Thanks to their lower sales volumes, small businesses can easily get to know who their customers are and what they want.
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.
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