Callminer

FEBRUARY 10, 2021

Read this blog to understand the value of measuring and analyzing voice of the customer (VoC).

Voice of the Customer 271

Voice of the Customer VOC 271

Intercom, Inc.

FEBRUARY 9, 2021

It’s no secret that when it comes to support, customer expectations are higher than ever before – but how are support leaders and teams adapting to these increased demands? Our recent report showed that while 73% of support leaders say customer expectations are increasing, only 42% of them believe that they’re actually meeting those expectations. That’s a significant gap between expectations and reality – and one that it’s all too easy for your support team to fall into.

Customer Expectations 222

Customer Expectations Touchpoint Start-ups Customer Satisfaction 222

Beyond Philosophy

FEBRUARY 6, 2021

In job descriptions and resumes, there are new required skills for candidate’s resumes in Behavioral Science. These jobs might be the most important new jobs in business today. But why? Behavioral science and the scientists that use it will tell you that understanding the “why” of what customers do has become table stakes in some industries today.

Social Media 193

Social Media Finance Management Consulting Customer Experience 193

Fonolo

FEBRUARY 11, 2021

It’s easy to get complacent in the call center, taking customer queries one after the other. The Executive Guide to Improving Call Center Metrics. If this sounds familiar, it’s probably time to take a step back and look at the bigger picture. By revisiting your business’ goals and values, you can make a much-needed pivot to improve the impact your call center has on your company — and more importantly, your customers!

Start-ups 141

Start-ups CX Technology Technology 141

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Customer Experience

Myra Golden Media

FEBRUARY 8, 2021

Guide customers to the next step, or bring down the temperature in interactions, and slash talk time by explaining three things: Here’s what we know Here’s what we’ve done Here’s what’s next. Was This Helpful? I’m asking you because my newsletter offers ideas like this all the time. If you’re not yet subscribed, sign up here.

Customer Experience 121

Customer Experience 121

Intercom, Inc.

FEBRUARY 10, 2021

A lot has happened in the last 12 months. The world experienced exponential change and began navigating its way towards the “new normal,” and the way that companies support and engage their customers has rapidly evolved. Here at Intercom, we doubled down on building and shipping features across our conversational support and engagement solutions that would fundamentally shift how our customers communicate with their own.

Customer Satisfaction 104

Customer Satisfaction Customer Expectations Customer Experience 104

Steven Van Belleghem

FEBRUARY 9, 2021

Did you know that Nordstrom once refunded a customer for a tire while it didn’t even sell tires? One of the reasons that Nordstrom has been successful for almost 120 years is that the staff is trained to strive to get you a “yes” to anything you request. In 1975, a man returned to a store with four snow tires in the bed of his truck. He bought the tires at a tire shop several weeks before, and he needed to return them.

Customer Experience 104

Customer Experience Customer Feedback Sales 104

Totango

FEBRUARY 8, 2021

Totango, Inc., the largest and fastest-growing customer success platform, today announced that G2 has recognized the company as one of the Top 50 Best Software Companies for 2021. G2, the largest software marketplace and review platform, annually names its list of best software companies based on authentic, timely reviews from real users. “We are honored to be named to G2’s prestigious Top 50 Software list for 2021,” said Guy Nirpaz, CEO and Founder of Totango.

Start-ups 97

Start-ups Customer Experience 97

Astute

FEBRUARY 10, 2021

How do integrations help add context to your disparate data sources and help you better understand and boost CX? We take a look in this post. The post How Customer Data Integration Leads to CX Mastery appeared first on Astute.

CX 98

CX 98

TeamSupport

FEBRUARY 11, 2021

A playbook for delivering the ultimate customer service experiences. The customer experience is the new marketing. That’s what Micah Solomon, best-selling author, customer service industry consultant, and Forbes contributor, asked as he opened a recent webinar based on his new book , Ignore Your Customers (and They’ll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience.

B2B 85

B2B Retail Customer Service AI 85

Speaker: Jason Cottrell and Brian Walker

Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.

Customer Experience

Steven Van Belleghem

FEBRUARY 7, 2021

100 small projects. This is one of the biggest pitfalls for organizations: I’ve seen too many of them develop this huge idea and strategy around customer experience. Their vision becomes so big and complex that it’s almost monstrous. Most of the time, however, the result is that the execution fails just as monstrously. What I always tell the organizations that come to me for help, is to make a list of many small improvements that they can solve for their customers.

Customer Experience 98

Customer Experience Net Promoter Score Gaming NPS 98

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers. In this guide, we’ll lay out a seven-step customer success strategy you can use to promote winning outcomes for your clients: Prioritize a culture of customer success.

Customer Retention 86

Customer Retention Customer Journey Map Net Promoter Score Scorecard 86

The DiJulius Group

FEBRUARY 10, 2021

5 Quick Tips to Help you Make Price Irrelevant 1. Customer Service Feature Story HUMANIZING OUR FUTURE “In the digital revolution, excellent human interaction skills become a premium advantage.” Technological innovations and the rise of artificial intelligence (AI) have caused tremendous dislocations in today’s workplace. But the best customer service companies recognize the competitive opportunity.

Artificial Intelligence 82

Artificial Intelligence Innovation AI Customer Service 82

The Contact Company

FEBRUARY 11, 2021

Customer service, and exceptional customer service at that, is no longer appreciated; it’s expected. As such, brands are needing to go that little bit farther to really ‘wow’ their customers. […]. The post Customer Service: How to Wow your Customer appeared first on The Contact Company.

Customer Service 69

Customer Service Customer Experience 69

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Customer Loyalty

Hodusoft

FEBRUARY 6, 2021

Nowadays, businesses can support multiple channels of customer engagement which include web, voice, email, digital, and more. However, customers these days expect a more advanced customer experience within a single interaction. To meet their expectations, businesses use technologies that support multiple channels within a single interaction, which is known as the complete omnichannel customer experience.

Omnichannel 59

Omnichannel Customer Experience Social Media Customer Journey Map 59

Totango

FEBRUARY 12, 2021

What is customer churn ? The answer directly relates to your success at retaining customers and maintaining revenue levels. Read on to learn what you need to know about what customer churn is and how to calculate it. What Is Customer Churn? A Definition. Customer churn is the percentage of customers lost over a given time frame, typically a month. It is sometimes called customer attrition, customer turnover or customer defection.

Customer Retention 82

Customer Retention 82

Comm100

FEBRUARY 9, 2021

Live chat is everywhere. It’s the most popular digital customer service channel, and everyone knows the basics of what live chat is. But what many people don’t know is just how many ways it can be used for different goals, in different industries. From sales and lead generation, to engagement and loyalty, live chat is an incredibly flexible tool. To show you some of the ways live chat can be used, and how it can benefit both your customers and agents, here are our top 5 live chat examples to ins

Sales 58

Sales Manufacturing Social Media Customer Satisfaction 58

Zendesk

FEBRUARY 12, 2021

When you think about the future of customer service and how it affects your organization, consider where exactly your support team fits into your business. With an effectively integrated CX department, the DNA of your business can pivot away from exclusively managing customer concerns and more towards benefiting the bottom line. Plus, as your approach to customer service matures, the complexity of your customers’ issues increases.

CRM 52

CRM Customer Service Gaming CX 52

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The Contact Company

FEBRUARY 11, 2021

Customer service, and exceptional customer service at that, is no longer appreciated; it’s expected. As such, brands are needing to go that little bit farther to really ‘wow’ their customers. Here are our top 5 customer service ideas to wow your customer… 1. Follow up One of the best ways to really wow your customer is to ensure that you follow up.

Customer Service 52

Customer Service Sales Customer Experience 52

Ameyo Callversations

FEBRUARY 9, 2021

2020 ended the debate whether call centers should move to the cloud. With its inherent flexible features, cloud call center software saw a significant adoption in 2020. Sales, service, and collection departments have moved to remote work environments, paving the way for adopting cloud call center software at length. What led to cloud solutions’ tremendous growth can be simplified into three segments: Scalability, Security, and Integration Capabilities.

E-commerce 52

E-commerce Compliance CRM Business Growth 52

Comm100

FEBRUARY 8, 2021

Offering live chat on your website is a no-brainer if you want to provide accessible and fast support to your customers. It’s fast become the most popular digital channel for customers and agents alike whose experiences are both improved by it. But before you jump into choosing your live chat software , you need to decide if you want hosted or self-hosted live chat.

Social Media 52

Social Media Finance Healthcare Compliance 52

Zendesk

FEBRUARY 12, 2021

As the world adjusts to the “new reality” of the pandemic, industry leaders look back on what has worked well for them and share advice about what to expect in the future. In case you missed it, here are some highlights from recent interviews with industry leaders, as part of Zendesk’s CX Moments virtual events series. Simplr and Black Rifle Coffee Company: Focus on neglected customers.

CX 52

CX Hospitality Hospitality Technology 52

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Voice of the Customer

DMG Consulting

FEBRUARY 11, 2021

DMG Consulting Releases New Report on Contact Centers in a Post-Pandemic World: A Strategic and Tactical Guide to the Future. Accelerated change driving a technology revolution. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. What: Releases a New Report on Contact Centers in a Post-Pandemic World: A Strategic and Tactical Guide to the Future.

Contact Center 48

Contact Center Construction Innovation Technology 48

Taylor Reach Group

FEBRUARY 6, 2021

A church denomination with worship and education centers around the world has called on The Taylor Reach Group to assess its contact center operations. Award-winning global contact center consultants and Customer Experience experts, The Taylor Reach Group, Inc. (TRG) have been enlisted to help the faith community assess its customer experience operations.

Contact Center 48

Contact Center Education Technology Technology 48

Service Quality Institute

FEBRUARY 9, 2021

Amazon just released its 2020 annual sales. I follow Amazon every day. Jeff Bezos is stepping down to become executive chairman and promoting Andy Jassy to CEO. Andy was CEO of Amazon’s cloud business (AWS). Sales with AWW were $45.4 billion in 2020 with an operating net income of $13.5 billion. This is business to business sales. In humor but true I always say most people do not copy Amazon because they do not want to have a sales increase of $105.6 billion, a stock increase of 76% and h

Gambling 40

Gambling Start-ups Sales Innovation 40

Zendesk

FEBRUARY 10, 2021

In 2020, the office went virtual. Meetings moved from boardrooms to Zooms, watercooler conversations became Slack threads, and IT infrastructure disappeared into the cloud. Amid tightening tech budgets, companies shifted their spending from IT hardware to more cost-effective cloud services. Instead of paying for expensive on-premises data centers and servers, businesses were able to access the computer resources they needed through cloud service providers.

Engineering 52

Engineering Technology Technology CRM 52

Speaker: Blackberry, OSS Consultants, & Revenera

Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?

Technology

Knowmax

FEBRUARY 9, 2021

Steps to create decision tree for your contact center.

Contact Center 52

Contact Center 52

Qualtrics

FEBRUARY 12, 2021

For almost half of companies, remote working is here to stay. This means that isolation, burnout, and stress-related issues are becoming more commonplace. Here’s how tracking employees’ time can address these challenges. Since the onset of COVID-19, companies across the US have been forced to adopt remote working models. Once the pandemic subsides, 47% of businesses plan to allow employees to keep working from home full-time.

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SugarCRM

FEBRUARY 8, 2021

By now, most professionals in the sales and service fields are well aware of the basic benefits of Customer Relationship Management. Unfortunately, actually getting your employees to use it is an entirely different beast. The fact is, people, don’t like change. And when it comes to CRM adoption, there may be many reasons why salespeople resist. Control.

CRM 26

CRM Customer Relationship Management Sales Education 26

Zendesk

FEBRUARY 11, 2021

How did your life change during lockdown? Whether you spent it muting and unmuting yourself in meetings on Zoom, or logging your kids into online classrooms, it comes as no surprise that digital interactions have surged to an all-time high according to Zendesk’s Customer Experience Trends 2021 report. Regardless of whether or not companies were ready, the pandemic accelerated the digital technology adoption timeline from five years to three months.

CX 52

CX Omnichannel Technology Technology 52

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail