Callminer
FEBRUARY 3, 2023
Bruce McMahon, VP of Product, highlights updates from the 2023.02 release, including introducing new calibration features that empower organizations to continue advancing their automation journeys.
Inside Customer Service
FEBRUARY 2, 2023
Imagine you had to improve customer satisfaction. You are given limited time and a small budget. (Okay, you probably don't have to imagine those limitations.) What would you focus on to get the best results? Increasing service speed Reducing service errors Improving employee friendliness According to data from Intouch Insight , the answer is number three, friendliness.
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Intercom, Inc.
JANUARY 31, 2023
The arrival of ChatGPT just eight weeks ago was a watershed moment. Suddenly it seemed that generative AI might transform industries from education to marketing. And Intercom’s area of focus – customer service – is among those most poised to benefit. However, getting from technological breakthrough to useful applications is far from straightforward.
Adrian Swinscoe
FEBRUARY 3, 2023
Today’s interview is with Tony Adams, Product Manager at Supercell, the global gaming company based in Helsinki, Finland. Tony joins me today to talk about Player […] The post Imagine having to type a ticket using a gaming console – Interview with Tony Adams of Supercell first appeared on Adrian Swinscoe.
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 Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom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
FEBRUARY 1, 2023
CallMiner's VP of Int'l, Frank Sherlock, talks about the value of customer communications ahead of his session at Credit Connect’s Online Collections Technology Think Tank. Read more in his blog.
Fonolo
JANUARY 31, 2023
Call center training has always been one of the key pillars of running a successful call center. As the industry advances, so do the methods we use to ensure our workforce is performing at its best. A strong call center training program should not just be part of your onboarding process. Instead, it’s helpful to think of it as regular part of your workforce management.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
JANUARY 30, 2023
“Do more with less” may be more prevalent this year as some tech firms and many others trim their customer experience teams, programs, and the experience itself. But maybe this is the wrong path! Perhaps your customer experience management is on a misguided trajectory. A warped or dusty lens causes poor vision.
Lumoa
FEBRUARY 2, 2023
Before the digital age, customer experience in retail was a completely different world. Success depended on creating an excellent physical environment for shoppers. Businesses focused on product arrangement, purchasing/return processes, and employee helpfulness. These elements, and others, are still significant today, of course. Where and how they take place has changed, of course.
Fonolo
FEBRUARY 2, 2023
In the call center world, efficiency is the name of the game. Customers are looking for faster results without sacrificing quality of service. Call center automation software is essential to accomplishing this goal. Is your business up to the challenge? If so, you need to familiarize yourself with the latest tools and technology. While robots and AI aren’t quite ready to take the reins of customer calls, they are more than capable of assisting your call center agents in their daily work to creat
Steven Van Belleghem
JANUARY 31, 2023
Extreme opinions A few decades ago, it was probably safe to say that the majority of the population was pretty nuanced in their opinion. Today, this distribution curve has been turned upside down. The recent abundance of dis- and misinformation and fake news, combined with the filter bubbles created by social media as well as the hardship of these difficult economic and political times is deeply changing the way we are thinking and communicating with each other.
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.
Customer Think
JANUARY 30, 2023
By now, we all know that social media marketing is one of the best ways to build rapport with your audience and grow your business. Platforms like YouTube, Instagram, and Twitter have grown rapidly and are not showing signs of slowing down.
The DiJulius Group
JANUARY 30, 2023
I am so passionate about what I do and share with my clients how to build a world-class experience (customer & employee) brand. However, that passion tends to be a major problem for me when it takes over and I just start dominating the conversations. So, when I’m on Zoom calls, I literally had to. Read Full Article The post Talking Less, Listening More: Can You Keep Quiet For Longer Than 18 Seconds?
Beyond Philosophy
JANUARY 28, 2023
If you have customer segments that read like the drink sizes on a fast-food menu, then this podcast is one you really need. The fact is many organizations get customer segmentation wrong. So, we came up with some critical questions that can get it back on track. One of our listeners is in a pickle and it has to do with their firm’s segmentation.
CSAT.AI
FEBRUARY 1, 2023
The negative nickname of ‘cost center’ applied to contact centers works against the success of quality customer service. Yes, there are costs to any aspect of business. Costs can be reduced with planning and acting on data. Further, there is an argument for the contact center as a means of increasing profit and using other department budgets wisely.
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.
Customer Think
FEBRUARY 2, 2023
In 2022, the Forrester CX Index dropped for the first time in years, with nearly twenty percent of US brands seeing a drop in customer experience. Towards the second half of 2022, an increasing number of companies fear a recession an.
Doing CX Right
FEBRUARY 3, 2023
Get Golden Ticket To invite-only Customer Experience Event covering airfare, hotel and event costs. Only for DoingCXRight subscribers this week. Learn details and register for drawing by Feb 9. The post Golden Ticket to Customer Experience Event appeared first on Doing CX Right.
Zendesk
JANUARY 30, 2023
Most businesses understand that customer expectations have risen sharply over the past few years, and that when a company fails to meet those demands, the effects on the bottom line can be grievous. As companies wrangle with delivering compelling customer experiences, they face a difficult yet essential task: figuring out exactly what customers feel when they interact with their business.
Execs In The Know
JANUARY 29, 2023
A relentless focus on exceeding customer experience (CX) is the founding principle behind everything CX leaders do. But keeping pace with customer expectations and motivations is its own unique experience, and both have shifted considerably over the past year. That’s why right now is the perfect time to dive into all that Customer Response Summit (CRS) has to offer.
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Customer Think
FEBRUARY 3, 2023
WordPress 6.1 “Misha” was launched on November 1, 2022. This is the third major release in 2022, following WordPress 5.9 Josephine and WordPress 6.0 Arturo. The latest version presents several core modifications, bug fixes, and backport changes. The WordPress 6.1 update is related to the Gutenberg project phase two.
Bill Quiseng
FEBRUARY 1, 2023
BUSINESS LEADER FORBIDDEN PHRASE: “We’ve always done it that way.” If your customers and employees are raving about you as a customer service leader, then that’s GREAT! But if they’re not saying anything at all about you, then that’s not. Satisfied people feel that your customer service leadership is good, not better, just average. Nobody raves about average.
CX Network
FEBRUARY 1, 2023
Uncover key customer loyalty and retention statistics to guide your CX approach in 2023
Intercom
JANUARY 31, 2023
In December, our Director of Machine Learning, Fergal Reid , and I sat down to chat about the launch of ChatGPT : the good, the bad, the promise, the hype. The possibilities to automate and streamline processes for support reps seem endless, but the success of generative AI in this space will ultimately depend on its ability to deliver real value for customer service teams and customers alike.
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.
Customer Think
FEBRUARY 2, 2023
How to manage personas in your CDP to get more personalized campaigns As a retailer, you likely have a good understanding of your target customers, including their demographics, behaviors, and preferences. This understanding can be further enhanced through customer personas, fictionalized representations of your ideal customers based on real data.
Doing CX Right
JANUARY 29, 2023
Anthony Coppedge, IBM's Global Digital Sales leader, shares practical ways to establish clear, measurable objectives and track progress. It entails "stopping the stupid" and eliminating unnecessary work to focus on high-impact tasks that improve customer experience and profitability. The post “Stopping The Stupid” For Better Customer Experience Outcomes Over Outputs appeared first on Doing CX Right.
Comm100
FEBRUARY 1, 2023
Live Chat for Higher Education – The Ultimate 101 Guide Higher education is at a crossroads. With undergraduate enrollment on the decline , student recruitment has become fiercer than ever. To stay competitive now, schools must cater to the expectations of today’s tech-savvy students by introducing digital channels like live chat for all aspects of student support.
MyCustomer Experience
FEBRUARY 2, 2023
This blog post is written by Chris Ezekiel and originally appeared on the Creative Virtual Blog. n/a Since the official announcement in.
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?
Customer Think
JANUARY 31, 2023
The most effective marketing is based on data. By understanding your customers and their preferences, you can more efficiently target your marketing efforts to create loyalty. The trends toward generating customer loyalty are harder than ever, where 88% of consumers say it takes three or more purchases to build brand loyalty.
MattsenKumar
FEBRUARY 3, 2023
As customer experience (CX) and customer loyalty become increasingly important for businesses, especially contact centers, it is essential to implement quality monitoring strategies to ensure that customer expectations are met. This article will discuss 8 quality monitoring strategies for improving CX and loyalty. Transform Your Customer Experiences: 8 Loyalty-Boosting Quality Monitoring Strategies Having customers who are loyal to your business is essential for success.
Zendesk
FEBRUARY 3, 2023
Banks that consistently optimize the customer experience grow 3.2x faster than competitors that don’t. And with over 50 percent of consumers reporting that they will switch to a competitor after a single unsatisfactory interaction, customer experience has never been more important for any industry. Here are trends and best practices to help guide your CX strategy—and drive customer relationships that last.
Logicalware
FEBRUARY 3, 2023
Welcome to our Who’s Who series, where we introduce you to the wonderful people who work at Puzzel and explore their roles, achievements and impact. From chess players to trained chefs, globetrotters and code geeks, our diverse team is full of talent and expertise worth sharing. “Throw a problem my way, and I am a dog with a bone. I like to find creative, efficient ways to solve them.
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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