Uniphore

JULY 8, 2021

WE'RE HIRING. SALES DEVELOPMENT REPRESENTATIVE. Sales Development Representative. If you thrive in the thrill of the hunt and celebrate gaining the interest and respect of prospective buyers, then we need to talk! We’re seeking a curious, gritty and persuasive professional with sales development experience in the enterprise software space. The right candidate will have a knack for learning a new domain and using that knowledge to nurture and persuade senior stakeholders (Director, VP and C-level

Sales 246

Sales B2B AI Customer Service 246

Callminer

JULY 7, 2021

Part of what makes Responsible AI difficult is the vast set of ideas, theories, and practices that it interacts with. The CallMiner Research Lab unpacks some of the many terms that define the space.

AI 182

AI 182

The Belding Group

JULY 5, 2021

The things you will learn as a mentor will stay with you all of your life. The first thing you'll learn is that the process of teaching and guiding an eager student will have a unexpectedly positive impact on you. Shaun Belding | www.shaunbelding.com.

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147

Inside Customer Service

JULY 8, 2021

What is the right amount of time to spend on training? That's the question a customer service leader recently asked me. He had contacted me with some questions about lesson plans for a training class he was running with his team. The team had gathered to take my Customer Service Foundations course on LinkedIn Learning. It was taking the team 4.5 hours to watch the videos and complete the exercises as a group.

Customer Service 144

Customer Service 144

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

Customer Satisfaction

Shaun Belding

JULY 9, 2021

Customer Service Tip: Lose The Rules Here’s a huge customer service tip: Lose the rules, and make it EASY for customers to do business with you. The more hoops you make your customer jump through, and the more rules you have for your customers to follow, the less they will enjoy their experience with […].

Customer Service 130

Customer Service 130

Callminer

JULY 5, 2021

Conversational intelligence is a powerful tool that can help organizations gain a deeper understanding of customer interactions. Read more about what it is and its applications in our blog.

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182

The Belding Group

JULY 6, 2021

A Great Mentor Can Change Your Life There’s a great quote by Thomas Jefferson – “I’m a great believer in luck and I find the harder I work the more I have of it.” There’s no question that an individual’s success is directly proportional to the amount of work he (she) puts in. But […]. Shaun Belding | www.shaunbelding.com.

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Fonolo

JULY 8, 2021

Companies use all sorts of metrics and techniques to evaluate their customers’ satisfaction with their products and services. Google reviews, social media activity, and customer service surveys all help companies learn about their customers’ experiences. Contact centers use a few different metrics to measure customer experience. Floor-level metrics assess the efficiency of the contact center’s operations, and include Average Speed to Answer (ASA), Auxiliary Time, Handle Time, and more.

Net Promoter Score 142

Net Promoter Score Contact Center NPS Customer Satisfaction 142

The DiJulius Group

JULY 7, 2021

Chief Revolution Officer John DiJulius of the DiJulius Group interviews Dr. Vance Thompson, owner of Vance Thompson Vision, who have totally disrupted the LASIK and cataract surgery industry. They provide a world-class employee experience, patient experience, vendor experience, and community experience. Vance’s genuine love for people and enriching their lives is contagious and inspiring.

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145

Adrian Swinscoe

JULY 9, 2021

Prior to the pandemic, I often heard tales of people talking about how their busy days were full of back to back meetings. On hearing these […]. The post Two radical ideas for experience leaders first appeared on Adrian Swinscoe.

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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.

VOC

The Belding Group

JULY 5, 2021

The ability to motivate the people around you is a tremendous skill to acquire. But how do you do it? Here are three general strategies you can use to motivate other people: Shaun Belding | www.shaunbelding.com.

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Customer Think

JULY 4, 2021

What is the point of a product or service? To benefit the people who use it! A successful product or service will focus on user experience as a metric of success. A big part of this is to look at interactive design. Interactive design is the relationship between the digital product and the consumer. In […].

Innovation 142

Innovation Customer Experience 142

Shep Hyken

JULY 7, 2021

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience. The example I used was how Home Shopping Network (HSN) incorporated gamification into the customer experience.

Customer Service 135

Customer Service Customer Experience Gaming CX 135

Adrian Swinscoe

JULY 9, 2021

This is a guest post from Jill Goodwin, a Content Master & Writer of Amazing Ideas. Your customers want to feel noticed. They’re keen to communicate, […]. The post Why should you personalize everything for your customers first appeared on Adrian Swinscoe.

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130

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.

AI

Experience Investigators

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. But what is that cross-functional team supposed to do, exactly? . A Customer Experience Charter can answer that question.

CX 130

CX Net Promoter Score Government NPS 130

Customer Think

JULY 9, 2021

Your bounce rate – the percentage of people who leave or ‘bounce back’ to the search results after a single page view – is a metric that matters for most of us. Despite the average bounce rate being 26-70 percent, the majority aim for this number to be as low as possible. This is because, […].

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Shep Hyken

JULY 5, 2021

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. [Infographic] The different types of emails to send to your guests by Tony Loeb. (Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers.

Customer Service 133

Customer Service Customer Loyalty CX Customer Experience 133

Adrian Swinscoe

JULY 9, 2021

Last month I was asked to appear on a BBC local radio show to talk about customer service and why often it can be so hard […]. The post We need to talk about the messy middle of customer experience first appeared on Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service 130

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.

AI

The DiJulius Group

JULY 6, 2021

Who are you not to be great? Who are you to be ordinary? Who are you to deny greatness? If you would deny it to yourself, you would deny it to the entire world. How dare you to be ordinary? Each of us has the ability to impact thousands of people’s lives through providing genuine. Read Full Article. The post How to Live an Extraordinary Life…So countless others do as well appeared first on The DiJulius Group.

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Customer Think

JULY 7, 2021

Do your new customers resist or push back just when you expect them to be interested and engaged? Do your internal teams struggle to onboard new accounts? Do your users pause or even cancel their licenses before they ever go live? It may be due to the inner workings of the brain. Neuroscience offers intriguing […].

Customer Loyalty 135

Customer Loyalty 135

Shep Hyken

JULY 9, 2021

This week we feature an article by Davis Nguyen, the founder of My Consulting Offer. He writes about how to cultivate a customer community. All company leaders know that their customers are the lifeline of their business — without loyal customers who would rather choose your product or service over one of your competitors, your business could ultimately become stagnant and fail.

E-commerce 122

E-commerce Social Media Manufacturing Management Consulting 122

Adrian Swinscoe

JULY 9, 2021

I remember flying from London to Barcelona five years ago to speak at a conference. On entering the departure lounge, I was notified that the plane […]. The post Why the future of customer experience lies in the present first appeared on Adrian Swinscoe.

Customer Experience 130

Customer Experience 130

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

Customer Experience

Beyond Philosophy

JULY 3, 2021

Maybe it’s a towing service. Perhaps you use an interior designer. It could be that you needed to outsource your call center. Whatever the reason may be, you have outsourced part of your Customer Experience. There is an inherent risk involved, of course, if there are problems. After all, customers do not distinguish between the part of the experience you provide and the part your third-party does.

Customer Experience 109

Customer Experience Management Consulting Customer Expectations CX 109

Customer Think

JULY 4, 2021

The Gig Economy – Work On-Demand In recent years, the world has been trending toward a gig-based economic format. A gig refers to when an independent worker is hired, often through a digital marketplace, to work on a short-term project or task on-demand, such as freelancers, independent contractors, and temporary hires. These gigs are often […].

Customer Service 132

Customer Service Contact Center 132

Shep Hyken

JULY 6, 2021

Empowering Employees through Caring Leadership. The Impact of Caring Leadership on Employees and Customers. Shep Hyken interviews Heather R. Younger, Founder of EmployeeFanatix. They discuss the importance of alignment and the servant mindset in empowering self-leaders. Top Takeaways: Hire people who assume a leadership position when it comes to taking care of the customer.

Customer Service 121

Customer Service Customer Experience 121

Adrian Swinscoe

JULY 9, 2021

Over the last 12 months, we have seen a surge in investment in Artificial Intelligence (AI) enabled customer self-service technologies as brands have put in place […]. The post Three ways that organizations are under utilizing AI in their customer experience first appeared on Adrian Swinscoe.

Artificial Intelligence 130

Artificial Intelligence AI Customer Experience Technology 130

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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.

AI

Totango

JULY 6, 2021

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Loyal customers are likely to buy from you again and refer you to others, increasing your revenue. Customers who don’t feel committed to your brand are more likely to churn and spread negative word-of-mouth. Being able to quantify how loyal your customers are can help you evaluate where you stand with your clients, predict where your customer relations are going and take steps

Customer Loyalty 112

Customer Loyalty Net Promoter Score NPS Voice of the Customer 112

Customer Think

JULY 9, 2021

For many of today’s retailers, ecommerce is a vital consideration. Consumers have long grown used to shopping online, and a dedicated ecommerce website is an excellent choice. But apps make shopping easier than ever before, and shouldn’t be overlooked. Building an app shouldn’t be taken lightly – they require thoughtful design and need to allow […].

Retail 130

Retail Technology Technology Customer Experience 130

Conversation Agent

JULY 6, 2021

Life doesn't stick to a script. Why would business? Do you enjoy when you receive a call from someone who's reading a script? How many conversations are exactly the same as others you've had in the past? Things you invent and come up with in the spur of the moment can be as good as those you labor over. The best sales people I worked with know that listening and being in the conversation with customers and prospects is the winning way.

Sales 117

Sales 117

Adrian Swinscoe

JULY 9, 2021

Elton John once famously sang, “Sorry seems to be the hardest word.” However, according to some recent CallMiner data, “Sorry” doesn’t seem to be a hard […]. The post Elton John was wrong, sorry isn’t the hardest word first appeared on Adrian Swinscoe.

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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.

Technology