Callminer
APRIL 4, 2022
Customer lifetime value (CLV) is a great way to track your customers' overall perception of your brand. Read this blog learn what it is, why it's used and how to make the most of this valuable metric.
Adrian Swinscoe
APRIL 6, 2022
Today’s interview is with Joel Bailey, the Product & Service Director at Arwen, a technology platform that uses AI to remove unwanted content from social media […]. The post The impact hateful and toxic social media content has on your customers and people and what to do about it – Interview with Joel Bailey of Arwen first appeared on Adrian Swinscoe.
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Shaun Belding
APRIL 7, 2022
The Top 10 Customer Service Stories for 2021 This year’s Top 10 Customer Service Stories for 2021 is kind of special for us, as it represents a rebound from the previous year where positive stories were few and far between. The Bad News The bad news is that 2021 picked up where 2020 left off […]. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.
Inside Customer Service
APRIL 7, 2022
Note: Lessons from The Overlook was a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It was a hands-on opportunity to apply some of the techniques I advise my clients to use. This will likely be the last one. You can find past updates here. Here's the short version: Sally and I sold The Overlook.
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 Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Callminer
APRIL 6, 2022
All statisticians use Bayes’s theorem, even frequentists. What makes you a Bayesian is in how you interpret it. The CallMiner Research Lab breaks it down in this new blog.
Intercom, Inc.
APRIL 4, 2022
March was a big month at Intercom. St. Patrick’s Day celebrations returned, more and more of our teams were able to work from the office, and we hosted our first ever global virtual event, New at Intercom – bringing together our leaders and customers under one virtual roof. They shared industry trends, customer insights, and revealed some game-changing products that will transform your business.
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
APRIL 6, 2022
“Is customer service more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customer service research. The response was that 58% said, “Yes.” And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customer service?” Once again, 58% said, “Yes.” .
Totango
APRIL 5, 2022
The number of NPS software providers has proliferated as the importance of tracking Net Promoter Score (NPS) has been realized by a growing number of enterprises. This raises the question, how do you find the best NPS software solutions? In this guide, we’ll help you tackle this issue. First, we’ll cover what NPS software is and what features are important so that you know what to look for when selecting a solution.
Intercom, Inc.
APRIL 4, 2022
One of the joys of an engineering career is how varied it can be – the size, industry and above all culture of any company entirely determines what an engineering job actually looks like on a day to day basis. But that variety also brings a challenge – when considering engineering job opportunities, how do you know what you’ll actually be doing?
Fonolo
APRIL 5, 2022
What comes to mind when you think of the ideal call center leader? Organized? Professional? Inspiring? While those are certainly beneficial, the right candidate needs a lot more than that to make it as a successful call center leader. If you want your agents to consistently meet company goals, you must invest in the right leaders, including managers and supervisors.
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.
Hodusoft
APRIL 6, 2022
Top 5 Customer Experience Trends to Consider in 2022. In recent years, businesses have realized the impact that customer experience has on the growth of their businesses. To make sure that their companies stick out in the market, they do everything to ensure that their customer experience is optimal. A recent survey by PwC found that 86% of buyers are ready to pay more for better customer experience.
CommBox
APRIL 5, 2022
For a business to be profitable, it is important to be able to attract customers. You can use different channels and ways to find buyers. Engage the best marketers. But it won’t matter if you don’t use customer retention techniques. This is an excellent method that will allow you to save your promotion budget and increase brand loyalty. This article will talk about ways to help you retain your clientele in 2022.
Intercom
APRIL 5, 2022
When it comes to customer support, there’s no substitute for the personal approach. Now more than ever, businesses are looking for a way to scale that personalized support. That’s why we’re excited to introduce Intercom Switch: the easiest way to move inbound call volume to messaging. Phone support has been carrying that personal touch for support teams for decades.
Conversation Agent
APRIL 7, 2022
Dame Anita Lucia Roddick founded The Body Shop out of a desire to make ends meet in 1976. Her husband had left for the Americas for two years to ride a horse from Buenos Aires to New York. You can still find some interviews she’s given online. Listening to her talk, she sounds like a sort of Dame MacGyver, someone who can use the tools she has at her disposal to make things happen.
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.
Totango
APRIL 8, 2022
Mapping out your customer journey is not an easy task. It can be complicated and messy and difficult to see the path forward. When you finally get it all mapped out, then you have to figure out which tools to use to activate it – and it might even be outdated a week later! Shouldn’t there be an easier way? Meet the Customer Experience Canvas. This new tool from Totango is the first and only solution that enables you to visually design, build, run, measure and iterate on any customer journey in r
Lumoa
APRIL 7, 2022
Net Promoter Scores are always an interesting topic of conversation, and industry NPS benchmarks even more so. The NPS system was created by Fred Reichheld and his team at Bain & Company and Satmetrix Systems in 2003 to help companies improve their marketing strategies to better serve customers’ needs with real, verifiable data that they could analyze and act on.
Execs In The Know
APRIL 8, 2022
Wrapping up just last week, Customer Response Summit (CRS) Clearwater, Florida (March 28–30, 2022) was a CX leader’s paradise — one with lots of incredible views, unique insights, and many learnings — along with more than a few decorative flamingos to remind us to stay flexible, stand by your flock, embrace your passion for customer experience, and always be fabulous!
Conversation Agent
APRIL 4, 2022
This photograph by Helmut Newton for Pirelli, the Italian group famous for its iconic and sensual calendars, never made it to a calendar. If the project had come to completion twenty-one years ago, there would be another prize out there for icon hunters to chase — the first, and only, Pirelli calendar made in Italy by Newton. Pirelli Italia asked Newton to envision the Calendar in the spring of 1985.
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Zendesk
APRIL 7, 2022
More and more companies are realizing the power of customer relationships. 31 percent of business leaders surveyed in the Zendesk Customer Experience Trends Report 2022 say driving stronger customer relationships is a top priority this year. But the question is, how can companies create connections with their customers? It isn’t easy. Without the right techniques, customer interactions can feel forced, and you risk misunderstanding consumers and their needs.
Ameyo Callversations
APRIL 6, 2022
AI chatbot solutions are leading the way in providing exceptional customer service to businesses worldwide. They play a major role in delivering consistent and engaging customer experiences across eCommerce, retail, banking, insurance, and travel. Close to 79% of global contact centers will invest in AI to improve reach, productivity, and data analytics capabilities over the next few years.
Execs In The Know
APRIL 8, 2022
Technology changes impact all facets of a business. For contact centers, this also includes staffing and operations. Digital transformation poses distinct operational challenges for the contact center that go beyond the customer and agent experience; we’ll address two of those challenges here. While contact centers are increasingly turning to Artificial Intelligence (AI) applications for a variety of reasons, these technologies are not a silver bullet for everything, nor are they a complete so
Logicalware
APRIL 5, 2022
Atea is the leading provider of IT infrastructure solutions in the Nordic and Baltic regions. Its team of nearly 4,000 consultants work with businesses to help them design, implement and operate complex IT solutions using hardware and software from the world’s top technology vendors. The company also provides a range of IT support services, including onsite consultants and a 24/7 Service Desk.
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.
Zendesk
APRIL 5, 2022
. . . It’s impossible to overstate the importance of customer service. 73 percent of companies now report a direct link between customer service and business performance, according to our 2022 Customer Experience (CX) Trends Report , and 60 percent of customers will now walk away after just one bad experience—a 22 percent jump from the previous year.
Ameyo Callversations
APRIL 6, 2022
AI chatbot solutions are leading the way in providing exceptional customer service to businesses worldwide. They play a major role in delivering consistent and engaging customer experiences across eCommerce, retail, banking, insurance, and travel. Close to 79% of global contact centers will invest in AI to improve reach, productivity, and data analytics capabilities over the next few years.
Execs In The Know
APRIL 8, 2022
The metrics you use to track your organization’s growth help shape strategic decisions and inform stakeholders of key challenges you may be facing. One metric commonly tracked by businesses is customer lifetime value (CLV). CLV is a great way to keep track of your customers’ overall perception of your brand, but it can also serve to signal gaps in the omnichannel customer experience, revenue you may be leaving on the table, improvements that can be made in marketing, and more.
Fonolo
APRIL 7, 2022
“This call may be monitored for call center quality assurance.”. Anyone who’s ever called a contact center would recognize this familiar line —and for good reason. Call quality monitoring is an essential piece of the puzzle when it comes to increasing and maintaining high customer satisfaction (CSat) scores. Quality management is also a great way to find holes in a call center agent’s skill set and address them head on with specific training.
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?
Zendesk
APRIL 5, 2022
Consumers can be fickle, and it doesn’t take much for them to walk out the door. According to the Zendesk Customer Experience Trends Report 2022 , 61 percent of customers would leave a company for its competitor after just one bad experience—a 22 percent jump from last year. It’s now more important than ever for support teams to track customer retention metrics.
Heart of the Customer
APRIL 7, 2022
“One of the first things you do when you stand up a CX program is to create a CX vision.” It’s said so often that it’s pretty much a cliché. It just seems to make sense. It also aligns with John Kotter’s 8-step change management program. I wrote about this a few years ago, and […]. The post Do You Need a CX Vision? appeared first on Heart of the Customer.
Beyond Philosophy
APRIL 7, 2022
Many organizations do not know what customers expect from their experience and to their detriment. Understanding customer expectations is fundamental. Fail to meet them, and you have, well, failed. You failed to surprise and delight the customer, and you failed to provide an excellent experience that inspires the customer loyalty necessary for customer-driven growth.
Fonolo
APRIL 7, 2022
“This call may be monitored for call center quality assurance.”. Anyone who’s ever called a contact center would recognize this familiar line —and for good reason. Call quality monitoring is an essential piece of the puzzle when it comes to increasing and maintaining high customer satisfaction (CSat) scores. Quality management is also a great way to find holes in a call center agent’s skill set and address them head on with specific training.
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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