Intercom, Inc.
DECEMBER 4, 2019
One of the biggest determining factors of a company’s success is the clarity of its message, and how that clarity comes across in every interaction across the product and brand. It is the combination of clarity and consistency that builds trust – after all, as people we make judgments about each other based on how we behave, and on how reliable that behavior is.
Callminer
DECEMBER 5, 2019
Microsoft’s Richard Peers predicted that by 2020, 85% of all customer service interactions would be handled without the need for a human agent. Although his prediction was not completely accurate, there has been a significant move in that direction. This means that contact centres need to be integrating new technologies into their organisations in order to stay ahead of their competition.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Beyond Philosophy
DECEMBER 6, 2019
When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. I wondered how I did that. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is.
Fonolo
DECEMBER 5, 2019
As we head into 2020, data is becoming more crucial for successfully running a call center than ever. In the past, the efficiency of a call center hinged on management’s ability to identify flaws in their processes and opportunities to improve the running of the center. In the coming year, we expect to see AI take on more of these responsibilities in the contact center: Handling routine tasks, routing inquiries to the best place, and suggesting areas for improvement.
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
Intercom, Inc.
DECEMBER 2, 2019
For online businesses, our customers can come from any part of the world and at any time. How do you ensure a great customer experience globally without adding a ton of headcount? In the United States alone, roughly 20% of the population doesn’t speak English at home. Although it may seem like a no-brainer for businesses to offer customer support in multiple languages, in a recent survey we found that the vast majority of businesses struggle to implement an effective multilingual support strateg
Callminer
DECEMBER 4, 2019
Microsoft’s Richard Peers predicted that by 2020, 85% of customer service interactions would be handled without a human agent. Here's what I think.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
DECEMBER 6, 2019
Psychology has a lot of influence on customer behavior. When it comes to making decisions, we like to find ways to make them more manageable. Anchoring and Adjustment is a mental short cut or heuristic. We use to help evaluate numbers. Anchoring and Adjustment help us generate numbers. It works like this: First, there is a base number established either by the individual or an outside influence.
Intercom, Inc.
DECEMBER 2, 2019
Over the past few months, we have been hard at work updating and creating new features that make Intercom even more effective for everyone. From new navigation features and refreshed product names to several brand new apps, there’s definitely something for everyone. Let’s take a look at some of the top releases of the past few months. Introducing Outbound.
Callminer
DECEMBER 3, 2019
Working in a call center can be fast-paced and stressful. Here are 7 essential call center skills the most successful call center agents should possess.
Heart of the Customer
DECEMBER 5, 2019
Your CFO doesn’t care about your customer experience (CX) surveys. She cares about the health of your business, and it’s unlikely she sees a direct link between your survey scores and the measurements she follows. Meanwhile, your CEO is focused on your customers, but that doesn’t mean he cares about your surveys, either. As one […]. The post Why 1 in 4 of You Will Lose Your Job in 2020 appeared first on Heart of the Customer.
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.
Customers That Stick
DECEMBER 3, 2019
It is an amazing time to be a customer experience expert and a fascinating time to look back at the immense changes to both the idea and practice of customer experience that the last decade has brought. Personally, as a third generation entrepreneur, this was the decade where I made my transition to taking the principles I’d learned through my years of entrepreneurship and codifying them into ideas and theories to teach others how to improve the customer experience and customer service in their
Intercom, Inc.
DECEMBER 5, 2019
We’ve often said that the key to engaging your customers is to send the right message to the right person, at the right time. The same is just as true about our content. That’s why we’d love to learn more about you – our Inside Intercom readers and podcast listeners. Take this 10-minute survey to let us know exactly what you need from our content to help you excel at your job in 2020.
Callminer
DECEMBER 1, 2019
This article identifies 25 questions you should be asking your employees in your surveys for better results and insight into the minds of your team members.
Fonolo
DECEMBER 4, 2019
Good customer service can be hard to find. Conversely, bad customer service is easy to spot and, when especially ugly, it can go viral. With social media becoming a worldwide connector and a general display of the way modern generations communicate, the performance of customer service agents is increasingly hitting the internet as a result. Whether it was good, bad, or ugly, 2019 was a heck of a year on social channels.
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.
TeamSupport
DECEMBER 6, 2019
As we look forward into the next decade, let's first reflect back to the previous one and the impact it had on customer support. The 2010's was a decade driven by the emergence and evolution of mobile technology, making it easier to communicate than ever before. It also launched "big data" into the mainstream, and support teams had more information about their customers than ever before.
Intercom, Inc.
DECEMBER 6, 2019
Not that long ago, the notion that you could send a message straight into the pockets of millions of people, capturing their attention at the touch of a button, would have sounded like the stuff of a marketer’s dreams – but that’s exactly what push notifications offer. The era of mobile computing arrived so quickly that we almost didn’t have time to notice how close to magic push notifications really are.
Customer Service Life
DECEMBER 4, 2019
Image by Pexels from Pixabay. Lately I’ve been working to be consistent on a couple writing initiatives that are helping me be more engaged in both life and work. Gratitude Journal. After reading this post titled, Great Remote Employees Do These 5 Things by Erica Marois , I decided to start a daily gratitude journal, listing a few things I’m grateful for both in the morning and the evening.
Totango
DECEMBER 3, 2019
Customer Success Managers (CSMs) work hard to provide the best customer experience possible by prioritizing customer needs and helping them throughout the customer journey. They monitor the customer experience and their achievement of value. Equipped with insight into customer activity and an understanding of how to prevent churn, they search for ways to grow customer lifetime value.
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.
Myra Golden Media
DECEMBER 3, 2019
I picked up my iPhone and saw a text from a five-digit number. My heart gazelled – I just knew it was the airline telling me my flight was delayed, or worse, canceled. But it wasn’t. A delay that is. It was my airline saying, “We’ll see you soon! Your flight to Denver departs at 11:35am from Gate B6.” This message was like a ‘good morning text’ from a lover, and so unlike the texts I usually get from airlines (gate changes, delays).
Intercom, Inc.
DECEMBER 5, 2019
? ?. Over a few decades, SaaS has evolved from a lofty concept to an integral part of the modern business landscape. In many respects, it’s now almost impossible to envisage a work environment that doesn’t rely on a SaaS product in some shape or form. But this supercharged evolution has meant that the world of SaaS is forever transforming at a breakneck pace.
The DiJulius Group
DECEMBER 4, 2019
How To Be the Partner Your Clients Can’t Live Without If you are a business that serves other businesses (B2B), someone’s vendor, it is even more critical that you deliver a world-class customer experience, otherwise, you are always in danger of being replaced. As you know, every company, including yours, constantly examines its budget and. Read Full Article.
Totango
DECEMBER 5, 2019
Your business is successful because you deliver value to customers. Their growth supports your growth, and advocating for them with help you both be successful. Customer advocacy is the art of learning what customers need and working to help them gain the value that is in their best interest. This could mean introducing them to the features that will help them achieve their business goals, offering expansion opportunities, and more.
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
ClientSuccess
DECEMBER 6, 2019
The customer experience (otherwise known as CX) is quickly moving to the forefront of considerations that are required for exceptional marketing. It directly impacts the perception of your brand in the eyes of your prospective, current, and past customers. . When you consider the type of experience each one of your customers is having when they interact with your business, is it a positive one or a negative one?
ProProfs
DECEMBER 5, 2019
“True hospitality consists of giving the best of yourself to your guests.” Did you ever receive complaints from customers about your staff’s impolite behavior, delayed response to order, poor table management system, or poor customer support? It is often a sign of inadequate or no training on the part of your employees. No matter which department we are talking about, any sub-standard and unexpected service in your hotel or restaurant can sabotage your business.
Hodusoft
DECEMBER 5, 2019
The days of the dumb auto dialer are over for long. These days, if you operate call centers or have an in-house contact software solution you are likely to use auto dialer software built into the call center software. Today you have artificial intelligence endowed call center solutions with smart configurable auto dialer software. Make smart use of the intelligent auto dialer and your productivity increases.
Steven Van Belleghem
DECEMBER 3, 2019
Autonomous Everything. You all know that I’m a big believer in the increased autonomy of smart devices and virtual assistants and the impact that this will have on the relationship between brands and their customers. In 2020 this trend of machines talking to machines – fridges telling virtual assistants to buy milk or printers notifying Amazon that they ran out of toner – and the according disintermediation of the active customer decision will only increase.
Advertisement
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.
ClientSuccess
DECEMBER 6, 2019
The customer experience (otherwise known as CX) is quickly moving to the forefront of considerations that are required for exceptional marketing. It directly impacts the perception of your brand in the eyes of your prospective, current, and past customers. . When you consider the type of experience each one of your customers is having when they interact with your business, is it a positive one or a negative one?
Confirmit
DECEMBER 1, 2019
Someone once said, ‘don’t mistake your own enthusiasm for someone else caring’ I can’t remember who said it. I could use Google to find out. It may even have been me during one of my more catty moments. Either way, it seems applicable to some of what follows. I’ve recently attended several conferences examining the topic of customer experience and why it matters.
Qualtrics
DECEMBER 3, 2019
Scour the internet for a list of the most stressful moments in life and you’re bound to find ‘relocation’ right up there as one of the most difficult milestones in many people’s lifetimes. For relocation specialists Altair Global, Experience Management (XM) is the key to creating an effortless journey for their clients, customers and their partners.
SugarCRM
DECEMBER 3, 2019
Recently, my family decided to buy a new tent. The two-person one my husband and I had relied on for years would no longer suffice with two kids in tow, so we decided to try a bigger version from a different brand. By the time we got around to taking our purchase out of the package, however, we discovered it was damaged. A torn rainfly was definitely not what we wanted to see, especially with storms in the forecast for our upcoming camping trip.
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.
Expert insights. Personalized for you.
209 
Let's personalize your content