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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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.
Intercom, Inc.
FEBRUARY 23, 2022
The past couple of years have been … challenging, to put it nicely. Most of us have been working remotely, isolated from friends, family, and coworkers, uncertain of what the future might bring, and it has all taken a toll on our mental health. We’re stressed, exhausted, overworked, and burned out. As a result, resignation rates have been on the rise – a record number of 4.53 million Americans quit their jobs last November, and research shows that 72% of tech employees are thinking of quitting i
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 Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
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.
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.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Intercom, Inc.
FEBRUARY 22, 2022
??At Intercom, we think deeply about how to deliver the safest, most secure experience possible for our customers and their customers. . As a SaaS business, Intercom is a data processor: our customers entrust us with their data, which we store and process on their behalf. From the beginning, we’ve considered customer data to be one of Intercom’s most critical assets and focused our efforts on protecting it by building strong internal security foundations for our product and infrastructure. .
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
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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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?
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.
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 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.
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.
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.
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
PeopleMetrics
FEBRUARY 25, 2022
Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. Developing a world-class CX strategy is well worth the investment of your time! But what is customer experience? How do you design and manage a CX strategy?
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?
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?
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. .
Doing CX Right
FEBRUARY 20, 2022
Stan Phelps, best-selling author of the Goldfish Series, shares tactics to increase competitive advantage & bottom-line impact through differentiating experiences. The post Differentiating Experiences To Dominate Your Industry appeared first on Doing CX Right.
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.
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.
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