Callminer
JUNE 9, 2021
Quality assurance does more than ensure regulatory compliance, it helps contact centers deliver the best outcomes for customers. Read our blog for tips on optimizing QA practices.
Intercom, Inc.
JUNE 9, 2021
We want to give our employees the best possible start to their Intercom careers. That used to mean welcoming them to the company in person but, like everyone, we’ve had to adapt to a new way of onboarding over the past year. The COVID-19 pandemic has completely disrupted the way we work and forced us to reinvent how we onboard new colleagues. At the start of March last year, as the scale of the threat became more apparent, we realized we had to transition our in-person employee onboarding experi
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Uniphore
JUNE 10, 2021
We’ve learned a lot during the past 12 months: what restaurants deliver, what six feet actually looks like, what makes up a “home office.” We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game.
Inside Customer Service
JUNE 10, 2021
Note: The following is an excerpt from The Guaranteed Customer Experience. You can download Chapter One to read the rest of the story about Buc-ee’s. Imagine driving cross-country on a road trip. You need gas, and you need to use the restroom. Choosing a place to stop is a big decision. Gas stations can be miles apart. The station you see on the horizon probably has gas, but there's no guarantee they’ll have a clean restroom.
Advertisement
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.
Callminer
JUNE 7, 2021
Sentiment and emotion analysis enables businesses to keep track of how customers feel about products and services. This blog shares how these insights deepen customer relationships.
Help Scout
JUNE 8, 2021
Artificial intelligence (AI) shows incredible promise in 2021, but the experience of interacting with an AI chatbot is more like talking to a distracted toddler than it is to Tony Stark’s Jarvis. Still, using AI chatbots for customer service makes plenty of sense. Perhaps you’ve read about recent AI breakthroughs, seen a compelling demo, or heard that your competition is installing an AI system.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Fonolo
JUNE 8, 2021
Look around your call center. Do your agents seem tired, frustrated, or fed up with work? Call centers have a reputation for being difficult places to work, especially for front-line agents. This results in high agent churn or disengaged employees. A poor work culture inevitably has a direct impact on your customer experience ? in other words, if your agents aren’t happy, your customers won’t be either.
Futurelab
JUNE 7, 2021
Back in 2019, I shared an excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business , that outlines the various types of maps that you may encounter or use in your work to understand and redesign the customer experience. Tags: Annette Franz (Gleneicki) customer experience customer experience design empathy maps journey map Facebook Like.
Myra Golden Media
JUNE 9, 2021
GET MORE IDEAS LIKE THIS. Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.
Uniphore
JUNE 10, 2021
3 Ways Call Center Coaching is Leading to Customer Churn. And How to Fix it With Agent Assist. It’s no secret that better coaching creates more effective agents and better overall customer interactions. Why then do so many call centers struggle to convert coaching into real, measurable results? The problem comes down to a lack of coaching quality and on-the-floor facetime.
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.
Beyond Philosophy
JUNE 11, 2021
I downgraded one of my online subscriptions recently. I noticed in the process that not only did the platform tell me about all the features and benefits I would lose access to by downgrading, but they put it in red typeface AND had me check off a box for each item I was losing. I couldn’t help but think what a great example this experience was for using Loss Aversion to get customers to do what you want.
Futurelab
JUNE 7, 2021
There are so many different customer experience roles these days that I wrote a post a few months ago called “ Customer [Insert Term Here]: What Do They All Mean? ” In the past, I’ve written a few times about the difference between customer experience and customer service. Tags: Annette Franz (Gleneicki) customer experience customer success productivity Facebook Like.
Help Scout
JUNE 10, 2021
Anyone who’s worked in customer support knows it’s best played as a team sport. Strong individual contributors matter, but the real magic happens when working together. In order to create an environment conducive to collaboration, you need the right tools — and one of the most important is a team inbox. What is a team inbox? A team inbox is a shared mailbox where multiple agents can manage and collaborate on customer conversations from a single email address (support@, help@, etc.).
Uniphore
JUNE 7, 2021
Sometimes, the key to success isn’t having all the answers, but asking the right questions. One of the most hyped new trends in the contact center is agent assist software. With increased interaction complexity and the adoption of work from home processes, agents have a lot on their plates right now. An agent assist solution could make a world of difference — improving agent performance and preventing burnout.
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.
Totango
JUNE 8, 2021
During the live presentation of the Technology & Services Industry Association (TSIA) Interact webinar “Mastering Scale with Digital Customer Journeys”, Totango CCO and COO Jamie Bertasi, Trustpilot Senior Global Director of Customer Marketing Taylor Cunningham, and Monster Senior Director of Customer Success and Client Adoption Karla Russel answered several questions from attendees.
Customer Bliss
JUNE 9, 2021
“The best way to learn if you can trust somebody is to trust them.”. – Ernest Hemingway. Companies that practice what I call “ leadership bravery ” are choosing to reverse the trend on business practices that have defined their industries. Through leadership guidance and company actions, they are establishing more balanced relationships, where both sides win.
Intercom
JUNE 8, 2021
Not too long ago, customer support was viewed as a cost center, not a value driver. It was seen as a necessary part of a business, but not something that drove revenue or influenced customers’ buying decisions. That time is over. Study after study shows how important a great customer experience is to today’s consumers. According to one Microsoft Global State of Customer Service report , 90% of consumers surveyed said that customer service is an important factor in their choice of, and loyalty to
DMG Consulting
JUNE 8, 2021
Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. It gives companies access into what customers are “talking” (or writing) about and, specifically, insights into their needs and wants. These increasingly sophisticated analytics solutions have evolved from basic keyword search applications that helped companies understand call reasons to advanced business intelligence (BI) offerings that provide insights and an appreciation of cu
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 DiJulius Group
JUNE 8, 2021
If you are a business that serves other businesses (B2B), someone’s vendor, for example, then you are always in danger of being replaced. As you know, every company, including yours, constantly examines its budget and reviews expenses for the year. CEOs are always demanding that their leaders find ways to trim their costs and improve. Read Full Article.
Steven Van Belleghem
JUNE 6, 2021
Build a strong vision & stick to it. In every Annual Report, Jeff Bezos wants a copy of his 1997 Letter to Shareholders attached. That’s the one in which he clarifies the Day 1 mentality that lies at source of Amazon’s success. It’s supposed to be both a culture as well as an operating model that puts customer obsession, a long term focus and permanent innovation at the centre of everything that the company does.
Beyond Philosophy
JUNE 11, 2021
In my early career, I never thought I could fire a customer. I felt like if a customer wanted to be a customer, I should let them. However, I have changed my opinion over the years. Now, I believe that the customer relationship goes both ways and customers that aren’t treating your organization or employees well should get sacked. In my global Customer Experience consultancy, I have refused to work with some organizations.
Zendesk
JUNE 11, 2021
. . . Companies have long focused on customer experience; some may even say they’re, gasp, customer obsessed. But buzz words aside, all this means is that they’re putting the customer at the center of everything they do. From sales to marketing and support, these companies aim to please at every step of the customer journey. With such a heavy focus on needs of customers, far too often the needs of agents get overlooked.
Advertisement
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.
Zonka Feedback
JUNE 11, 2021
It is not enough for business owners and leaders to know what their customers want; they need to know how their customers are feeling. This is where a single customer view comes in. It enables businesses to track customer sentiment, complaints, and reviews on social media sites such as Facebook and Twitter in order to get a better understanding of their customer experience.
Gainsight
JUNE 9, 2021
Part I-The Morning Session Keynote. Day One of Pulse Everywhere brought with it, once again, a new Pulse experience. Just two years ago (has it really been two years?!), we packed into Moscone Center. The first day of Pulse Everywhere showed that Gainsight’s Pulse events are ever-evolving and still presenting attendees with the best content in customer success.
Experience Investigators
JUNE 8, 2021
Human behavior is notoriously difficult to predict. Sophisticated modeling and massive data analysis can help, but these are typically based on past behavior. Past behavior might be helpful for predicting future successes, but what if the context or the entire environment changes from the past to the future? In one study by Concentric , 99% of leaders reported doing some kind of forecasting.
Aquire
JUNE 7, 2021
Content plays into almost every aspect of your marketing team’s work — your inbound marketing, social media, SEO, and lead nurturing strategy all rely on having great content your users love to engage with. That said, writing content that performs in search results is all well and good but it doesn’t necessarily drive users to your product.
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
Zendesk
JUNE 7, 2021
Not every quarantine trend has had a long shelf life—if you abandoned your sourdough starter eons ago, you’re not alone. But when it comes to customer service, some habits born out of the pandemic are here to stay. The Zendesk Customer Experience Trends Report 2021 found that 64 percent of customers started using a new support channel last year. Among them, 73 percent say they plan to continue using that channel this year and beyond.
LitmusWorld
JUNE 8, 2021
Charting out your CX Excellence with a CX Maturity Roadmap: Part 2 Customer experience, or delivering value to your customer doesn’t just happen. It requires certain pillars to be in alignment within an organization for Read more… Charting out your CX Excellence with a CX Maturity Roadmap: Part 2 appeared on LitmusWorld.
Knowmax
JUNE 7, 2021
Top 5 benefits of having dynamic agent scripting in call center.
Gainsight
JUNE 11, 2021
If you tuned in to Pulse Everywhere Day One or Day Two , you might have noticed that we’re big fans of “Lightning Round” questions. We even had Mindy Kaling do some word associations at the end of her session! For the final day of Pulse, we took that one step further and had a “Lightning Round” day of sessions. The 15-minute and 30-minute sessions allowed attendees to soak up every last bit of knowledge.
Advertisement
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.
Expert insights. Personalized for you.
290 
Let's personalize your content