Adrian Swinscoe
FEBRUARY 25, 2022
In early December, Cogito published some new research designed to capture consumers’ understanding of artificial intelligence (AI), their overall perception and utilization of it, and any […]. The post Customers know how to solve data, privacy and AI trust issues. Brands should listen to them first appeared on Adrian Swinscoe.
Callminer
FEBRUARY 22, 2022
Read this blog to learn how providers and organizations in the healthcare industry can improve their patients’ experiences through innovative call center services.
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Myra Golden Media
FEBRUARY 24, 2022
I facilitated five live digital De-escalation workshops last week. A student in one of my sessions spoke up during Q & A: “I have a question for Ms. Myra Golden. “How would we be able to handle a situation when we know or suspect that members are dealing with mental health?” Learners in my De-escalation Academy ask this question a lot.
Steven Van Belleghem
FEBRUARY 23, 2022
Opportunities. I want to start with the opportunities first, because I really do believe that the metaverse has great potential for brands to offer a better, richer and more immersive experience to their customers. First mover advantage. In a new space, with not many brands participating, you can have the luxury of the first mover advantage. Though that concept may be more complex than it first seems – timing is everything and sometimes being too soon can be a disadvantage too – I be
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
Adrian Swinscoe
FEBRUARY 21, 2022
Today’s interview is with Christian Selchau-Hansen, the CEO and co-founder of Formation.ai, a machine learning-powered offer optimization pioneer. Christian joins me to talk about loyalty, personalization, […]. The post The future of personalization and loyalty is dynamic – Interview with Christian Selchau-Hansen of Formation.ai first appeared on Adrian Swinscoe.
Inside Customer Service
FEBRUARY 24, 2022
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. Most of us take order confirmations for granted. A confirmation is sent when an order is placed. Another one is sent when the order ships that provides the tracking number and estimated arrival date.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Shep Hyken
FEBRUARY 23, 2022
When you flip a light switch, you know exactly what to expect. The light comes on – right away. No hesitation. It happens immediately. . The human brain loves instant results. Let’s use the TV as an example. It was a number of years ago, but I remember the frustrating feeling like it was yesterday. I switched to a new satellite system for the internet and TV.
Totango
FEBRUARY 23, 2022
Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important. Then, we’ll walk you through a step-by-step process for creating your map, including how to incorporate technology to make your map bring about the successful results you and your customers wan
Help Scout
FEBRUARY 25, 2022
Here are the best tips, tricks, and templates to use to improve your team’s processes for writing exceptional customer service emails.
The DiJulius Group
FEBRUARY 22, 2022
World’s Most Admired Companies Fortune Magazine’s 2022 list of the World’s Most Admired Companies was released and it is a very interesting list indeed. It shouldn’t surprise anyone that as you scroll down, the companies that have a reputation for providing a world-class customer experience dominate the list. You will see brands such as Apple. Read Full Article.
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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.
Shep Hyken
FEBRUARY 22, 2022
Teaching Employees How to Smile. Serving Internal Customers First. Shep Hyken interviews Stephanie Coradin, founder of DEMBO Inc and an advocate of employee empowerment and dynamic leadership. They discuss how leaders can empower your customer service team by serving their internal customers first. Top Takeaways: Teaching employees how to “smile” starts with having employees feel comfortable in their skin, having them feel like they are in a place where they can, and allowing them to
Zendesk
FEBRUARY 25, 2022
Since last International Women’s Day, women have made significant achievements in leadership representation in the workplace. Yet women are still promoted to higher-ranking and higher-paying leadership roles at lower rates than men. The latest Women in the Workplace Report from McKinsey illuminates challenges many women face that may contribute to this leadership gap.
Hodusoft
FEBRUARY 24, 2022
Best IP PBX Call Management Software for Small Business. Keeping pace with the ever-evolving needs of your small business in a cost-effective manner is no easy feat. By choosing the right call management system you can reach out to stakeholders and customers, at the right time and in the right way. However, traditional PBX systems are difficult to install, expensive to manage, and lack many features your business needs to survive in the modern business landscape.
Totango
FEBRUARY 25, 2022
Have you seen what Totango is working on? We wrapped up 2021 with a few game changing innovations and are excited to get on the road again with another exciting year of new features. . In 2022, we’re upping our game on customer engagement, creating more team collaboration experiences, connecting Totango to more of the tools you use everyday, and supporting your organizational changes and evolution.
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.
Ameyo Callversations
FEBRUARY 23, 2022
Customer service platforms are imperative for every business as it retains customers and extracts more value from the customers. In addition, investing in customer service platforms is an excellent way to activate your flywheel as your loyal customers will help you get new customers that too free of charge just by convincing the prospects to engage with your brand.
Zendesk
FEBRUARY 25, 2022
The future of building successful businesses is rooted in how deeply they understand their customers as well as how quickly they can keep up with and exceed their expectations. With actionable insights, businesses can be more agile and respond faster to customer needs — generating better service and creating better products along the way. The end result is Zendesk’s vision of the world: a global economy powered by lifelong customers.
Bill Quiseng
FEBRUARY 22, 2022
For many years, there has been a stranglehold of the “Profits over People” mentality for business leaders. These “Profits over People” traditionalists care about revenue dollars, market share, the stock price, bottom-line profits, even their competitors, more than their people. Listening to the sweet cha-ching sound of profits, these traditionalists do not hear their grumbling employees and complaining customers many hierarchical rungs below.
Beyond Philosophy
FEBRUARY 24, 2022
One of the most valuable things I have learned in my career is how to work with senior executives. So, I wanted to share with everybody today five rules for successfully engaging with senior executives to enhance your career. I share them because I have also learned that if you don’t deal with them correctly, you can endanger your career. We see senior executives all the time, usually trying to get them to invest more resources in training and enhancing the Customer Experience.
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.
Heart of the Customer
FEBRUARY 24, 2022
My wife, Sue, and I love Wordle. Along with what seems like everyone we know, we play every day. And though she’s better with words than I am, I did manage to beat her. Well…once. This image is more reflective of my usual results! Having built a massive, extremely devoted following so quickly, Wordle seems […]. The post WX: The Wordle Experience!
Zendesk
FEBRUARY 23, 2022
When someone mentions direct sales , your first thought might be of a well-intentioned friend hawking health powders and supplements for some multi-level marketing company. While technically direct selling, that image doesn’t come close to describing the impact of the direct sales model. If you’ve waited in line for the new iPhone in front of the Apple Store, you’ve participated in direct sales.
Fonolo
FEBRUARY 24, 2022
Picture this: you’re packing for an upcoming camping trip. To make sure you have everything you need while you’re in the woods, you check the weather forecast. Depending on the temperature and precipitation predictions, you may pack completely differently than expected. Take this practical scenario and apply it to a contact center—and what’s the result?
Comm100
FEBRUARY 24, 2022
Digital channels and technology have transformed how customers receive support, and live chat has emerged as one of the most popular communication channels of all. Many surveys have shown consumer preference for live chat over phone and email, and at less than 1/3 the cost of traditional phone support, live chat also makes financial sense for companies using it. .
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
Buyer Persona
FEBRUARY 21, 2022
B2B Leaders Must Develop Unified Approaches to Buyer Strategies and Customer-Centricity. Even though the business world is experiencing tumultuous change, B2B’s structure and governance are still very much fragmented. Hierarchy dominates. Functions and departments are represented by an elevator button. Stop at a reception desk of a typical multi-story B2B corporation headquarters, you are likely to be told that the marketing department is on floor 7, sales is on floor 2, operations on
Zendesk
FEBRUARY 22, 2022
You’re looking for a sales position and scouring the job postings. But it seems like every role requires at least one year of experience, which you might not have. Before disqualifying yourself from a sales career , you should know that your experience doesn’t have to come from an actual sales job—you just need to understand how to transfer your current skill set to the position you’re applying for.
Fonolo
FEBRUARY 23, 2022
For contact center management, ensuring the safety of customers, call center agents, and all other employees should always be a top priority. Maintaining a thorough understanding of cybersecurity threats and how to stop cybercriminals in their tracks is key to keeping everyone’s data secure and remaining PCI compliant. A Complete Guide to Call Center Security.
Comm100
FEBRUARY 24, 2022
Digital channels and technology have transformed how customers receive support, and live chat has emerged as one of the most popular communication channels of all. Many surveys have shown consumer preference for live chat over phone and email, and at less than 1/3 the cost of traditional phone support, live chat also makes financial sense for companies using it. .
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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.
Beyond Philosophy
FEBRUARY 19, 2022
A lot of the behavioral sciences 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. Senior executives have risen to their position for many reasons, but one of them is a love for numbers. Executives live by numbers.
Zendesk
FEBRUARY 24, 2022
If you’re reading this, you probably have a solid idea of what’s required for a strong sales team: Lead generation. Lead qualification. Prospect outreach. Marketing alignment. Consistent sales messaging. Personalized sales styles. Strong communication. Intelligently utilized sales software. The question is: which members of your team are handling all of this?
Fonolo
FEBRUARY 22, 2022
At the end of a long work day of managing agents, customer queries, and high call volumes, call center leaders want to have achieved two fundamental goals: retain solid employees, and provide excellent customer service. Call center managers are acutely aware that the industry faces some of the steepest staff turnover rates in the world. And it’s no surprise why: high call center attrition rates generally stem from poor company culture, stressful work environments, low pay, and overall agen
Buyer Persona
FEBRUARY 19, 2022
B2B Buyers Will Endure Ongoing Challenges Ahead. From an overarching perspective, some industries have enjoyed a robust recovery coming out of the pandemic while others are still in a slow slog. In engaged B2B buyer research I have been conducting, there appear to be strong headwinds ahead for buyers to contend with. Inflation will only exacerbate the headwinds facing b2b buyers. .
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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