eglobalis
AUGUST 2, 2020
Culture Experience Is Your Diversity and Inclusiveness Real, or Imagined? Customer Experience Human Experience. The post Is Your Diversity and Inclusiveness Real, or Imagined? appeared first on Eglobalis.
Callminer
AUGUST 3, 2020
Cultivating emotional intelligence is important for every customer service agent. Here is a list of emotions and how to identify them.
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Intercom, Inc.
AUGUST 3, 2020
At Intercom, we’ve been truly inspired by our customers during these trying times and how they’re helping people in need. One shining example is Code for America. Here’s their story. As global unemployment rates continue to grow, people are looking to government for guidance, reassurance, and financial assistance. In the US, individuals who have recently lost their job or whose income has been impacted can apply for government benefits.
UJET
AUGUST 5, 2020
After over 10 years in the software startup scene and a great start at UJET in its San Francisco headquarters for a year and a half, I had the opportunity to move to Europe. Now after being in Munich for almost two years, I’ve had time to reflect on the benefits, drawbacks, and lessons learned about working remotely while living abroad. While I could go on and on about personal growth, many of the same lessons and insights I’ve gained personally have also benefited me professionally.
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
eglobalis
AUGUST 2, 2020
Simplify employee experience and customer experiences to adapt and grow On Tech Target. The post Simplify employee and customer experiences to adapt and grow On Tech Target appeared first on Eglobalis.
Callminer
AUGUST 3, 2020
Learn more about the meaning of the term ‘eDiscovery’ as well as the current legal and procedural landscape that surrounds it.
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
AUGUST 1, 2020
The 5 Rules for Behavioral Journey Mapping. A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. What Are The Five Rules? We were training customers with journey mapping recently when it became apparent that people didn’t understand what journey mapping could do for them.
Fonolo
AUGUST 4, 2020
In the age of social media backlash and call-out culture, customer perception has become more important than ever to a brand’s success. The current COVID crisis is already impacting customer perceptions of brands. Although it’s almost impossible to completely control what people think about your organization, improving customer perception of your brand is entirely possible.
Heart of the Customer
AUGUST 6, 2020
I wrote last week about the importance of change management for customer experience (CX) programs, using John Kotter’s model. This post dives deeper into Step One of his approach: creating a sense of urgency. Without a doubt, this can be challenging. If your company is doing well, it’s hard to get people’s attention. Why tinker […]. The post To Spur Action, Create a Sense of Urgency appeared first on Heart of the Customer.
Intercom, Inc.
AUGUST 6, 2020
At this point, it’s clear that Marc Andreessen was entirely accurate with his now famous quote. But that sort of transformation doesn’t just happen on its own – it is the culmination of the tireless work and effort of millions of engineers and developers, building new things and overwriting old tools. If there is one place where these countless makers gather as a modern community, it is Stack Overflow.
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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.
Totango
AUGUST 5, 2020
Customer engagement, while always a vital piece of the puzzle of success, has never been more important than it has become since the pandemic. The use of telecommunication has dramatically increased since the COVID-19 outbreak began, and people are spending more time on their digital devices while waiting for life to return to normal. . This alone should be reason enough to take a second look at your digital engagement efforts.
C3Centricity
AUGUST 4, 2020
The current pandemic has clearly highlighted those companies who care about their customers and who provide them with customer service excellence. If you claim to be customer centric are you sure you’re truly walking the talk and not just talking about customer service excellence? Many companies are and the pandemic has brought them into the spotlight.
ProProfs
AUGUST 7, 2020
Employees are the biggest asset of every organization. Realizing this, companies are spending more than before on employee training. The only way to improve performance, ensure retention, and achieve business growth is through employee training. To make the most of such programs, you first need to know the ins and outs of employee training and development.
Intercom, Inc.
AUGUST 4, 2020
I’m delighted to welcome Dan Griggs to Intercom as our CFO. He brings extensive financial and leadership experience that will help Intercom continue to scale and deliver on our mission to make internet business personal. As a company, we are at a pivotal moment in our journey. We are seeing record demand for our Business Messenger and increasingly larger businesses are choosing Intercom to build strong relationships with their customers.
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
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
AUGUST 5, 2020
In Part 1 of this blog series we started exploring tools that can help your B2B customers solve issues on their own and ways to help them feel more comfortable doing so. Now in Part 2 of this series, we’ll explore one way that customers can speed up the time to ticket resolution with live chat. Let’s Chat! It’s no secret that more B2B customers are using live chat than ever before.
The DiJulius Group
AUGUST 5, 2020
In this episode, The DiJulius Group’s Chief Revolution Officer John DiJulius talks with Chief Evangelist Guy Kawasaki, the man who popularized the term “evangelism.” Guy Kawasaki started his career working directly with Steve Jobs as Apple’s Chief Evangelist. He is a brand ambassador for Mercedes Benz, an executive fellow of the Haas School of Business.
ClientSuccess
AUGUST 3, 2020
Over the last decade or so, the role of the Customer Success Manager has exploded, due in large part to SaaS organizations and updated onboard models. While this industry growth has resulted in increased levels of customer satisfaction, it has also put the role and KPIs of CSMs squarely at the forefront of many organization’s and executive’s strategic decision processes.
DMG Consulting
AUGUST 3, 2020
Pandemic Speeds Adoption of IA. Interaction analytics (IA) is a highly valuable application for contact centers, with even higher potential for making major contributions to other enterprise departments. IA can be used to identify customers’ needs and wants, and when these insights are incorporated into the operating systems of business units, can help substantially improve the CX, reduce operating costs and improve employee engagement.
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.
Chip Bell
AUGUST 4, 2020
All our businesses depend upon the good will, continued support, and referrals of external as well as internal customers. But, how we serve and care for each other in our enterprises will ultimately be reflected in those clients who pay the bills. In May 2019, the World Health Organization (WHO) listed burnout in its classification of occupational hazards.
The DiJulius Group
AUGUST 5, 2020
1. Feature Article How Easy do You Make it for Your Customers to Complain? By John DiJulius, Chief Revolution Officer Think about the last several times you had a disappointing experience as a Customer. Did you tell anyone at the company? You left a business frustrated or hung up the phone more stressed than. Read Full Article. The post How Easy do You Make it for Your Customers to Complain?
Totango
AUGUST 7, 2020
The challenge of the digital marketplace is to make every customer feel like they are your only customer. Thankfully, the same advances that helped build that digital market also make it possible to provide every customer with personalized service. Having the ability to automate your CS teams’ work can make customer success scalable. For large high-touch accounts to tech-touch accounts, and everything in between, automation — used the right way — can add value for customers, while freeing up tim
DMG Consulting
AUGUST 3, 2020
Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Comments This field is for validation purposes and should be left unchanged. Close. Sales, Marketing and Enterprise Uses of Interaction Analytics. 7/14/2020.
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
Kerry Bodine
AUGUST 1, 2020
Join me on Wednesday, August 12 at 1:00pm ET for a webinar with the Toronto Customer Experience Professionals Association. It’s FREE for CXPA members and CAD$65 for everyone else. Webinar overview. Journey mapping has reached fever pitch in the customer experience world. But an organization’s mapping efforts are only effective if the resulting maps drive positive business outcomes — and that isn’t going to happen through wishful thinking.
TeamSupport
AUGUST 3, 2020
“Due to increased call volume, hold times may be longer than usual.” How many times have we heard that when calling a customer support line? It’s frustrating enough when you have an issue that you need to get resolved without waiting endlessly on hold if you’re calling, or for an e-mail response if you’ve e-mailed in. And it’s worse if you are a B2B customer because your issue could be mission-critical and if you’re waiting for a response for your issue to get resolved, so are your B2B clients.
Doing CX Right
AUGUST 6, 2020
I had the honor of joining Professor Pete Alexander, host of Winning In Business and Life podcast. He asked me thought-provoking questions about customer experiences and leadership at rapid speed. I had 7 minutes to answer the following 6 questions: In a few sentences, tell us who you are and what you do. What’s the best thing about working in your industry?
DMG Consulting
AUGUST 3, 2020
DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. 7/23/2020. IA proves essential during COVID-19 for customer insights and employee oversight. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report.
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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.
Hodusoft
AUGUST 6, 2020
The COVID-19 popularized the term Work From Home. What used to be an option became mandatory. It is proving to be a practical way to ensure continuity of business and work. Even DoT has extended relaxation up to 31 st December 2020 to permit contact centers to carry out remote operations with their employees working from home. Even business enterprises can maintain continuity with the use of the right contact center software that makes it effortless for employees to collaborate, work, and provid
The DiJulius Group
AUGUST 6, 2020
Arnie Malham is an experienced entrepreneur with a culture-first mindset. In his stellar book, Worth Doing Wrong: The Quest to Build a Culture that Rocks, Arnie outlines the importance of creating world-class customer service cultures – which has to start from the top. In other words, culture reflects leadership. It actually doesn’t require a huge.
Comm100
AUGUST 5, 2020
Only 35% of customers are willing to wait 30-60 seconds for a response on live chat. For today’s consumer fast support is non-negotiable, and long wait times are unacceptable. On the surface, these ‘lost’ customer engagements may not seem especially important, but their impact can go far beyond slight frustration. If a customer’s issue is not resolved and their voice is not heard, customer retention is at risk.
Provide Support
AUGUST 5, 2020
The post 4 Tips to Encourage your Remote Customer Service Employees appeared first on Provide Support Blog.
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.
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