Fonolo

SEPTEMBER 5, 2018

He-Man had the right idea when he held aloft his sword and transformed into his mightiest self. “I HAVE THE POWER!” he proclaimed with animated gusto. Although the cartoon is pushing 35 years old, it’s still an inspiring sight to see (and message to hear). While we’re not all Eternia-born superheroes like him, per se, as mere mortals we can still aim to be the masters of our own universes (contact center universes, if we’re being specific here) and harness the unshakable power to satisfy our cus

Contact Center 240

Contact Center Social Media Technology Technology 240

Callminer

SEPTEMBER 4, 2018

Read 5 tips on how monitoring and analyzing data on every interaction including calls, email, live chat, SMS messaging, and social media.

Social Media 182

Social Media 182

TeamSupport

SEPTEMBER 7, 2018

A new term, customer health, is all about monitoring the customer relationship to ensure it remains in a vibrant state. Because not all businesses are receptive to proactive support or additional conversations, the concept of customer health has evolved because it allows a business to further understand the impact of their interactions. Rather than spending time and money on proactive communication campaigns with customers that already love you or don’t want to be contacted, customer health anal

Customer Relationship 136

Customer Relationship Net Promoter Score Sentiment Analysis B2B 136

Intercom, Inc.

SEPTEMBER 6, 2018

As a human being, storytelling is one of the most powerful tools in your arsenal. It works in just about every situation where other human beings are involved and, contrary to what you might think, it’s actually surprisingly simple to construct a compelling story. In my talk for Intercom’s tour last year, I walked the audience through a simple structure for building strong stories and spoke to several experiences I’ve had where a story made all the difference to the outcome.

Construction 151

Construction Start-ups 151

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

Fonolo

SEPTEMBER 4, 2018

You know when you’re listening to a podcast interview and the guest says something and you literally smack your head, pause the podcast, and start tweeting? Happened to me last week. Andrew Yang, founder of “Venture for America” (and a long-shot candidate for president in 2020) said “Google recently demonstrated software that can do the job of an average call center worker … that’s going to result in hundreds of thousands of jobs lost”.

AI 209

AI Contact Center Start-ups Innovation 209

Callminer

SEPTEMBER 5, 2018

In this post, we explore the concepts of BPO and KPO and discuss the key differences between the two.

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207

Intercom, Inc.

SEPTEMBER 5, 2018

A unique characteristic of our species is our enduring drive to represent the infinite richness of the real world in other mediums – from art to mathematics, we strive to capture and record the world around us. For instance, one of the most distinguishing aspects of Renaissance art was the gradual evolution of techniques to convincingly represent the 3D world on flat surfaces – elegant, clever tricks such as perspective and chiaroscuro developed slowly as the result of experimentation by a huge

Engineering 130

Engineering Start-ups 130

Fonolo

SEPTEMBER 6, 2018

Customer support is currently standing at a crossroads: One road leads to exciting automated technologies, and the other to the ‘human touch’. Recent technological advancements are many, ranging from Artificial Intelligence (AI) (and related automated tools like virtual assistants, chatbots, etc.) to real-time messaging, simulation, self-service and crypto-currency.

Artificial Intelligence 139

Artificial Intelligence Social Media Contact Center AI 139

Beyond Philosophy

SEPTEMBER 7, 2018

How do we measure a feeling? What emotions should we be measuring? Where and when should we be measuring them? Colin and Ryan discuss what is best practice and what you should be doing. The post How To Measure Customer Emotions appeared first on.

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118

CX Journey

SEPTEMBER 5, 2018

Today I'm pleased to share a guest post by Lexie Lu of Design Roast. Coming up with a brand identity isn’t an easy task. You have to consider the message you want the world to take away from any interaction with your company, and you have to think about what your target audience cares about. Ideally, a strong brand identity will mesh both your needs and those of your customer. 77 percent of B2B marketers say that proper branding plays a big role in company growth.

Social Media 95

Social Media Start-ups B2B Innovation 95

Advertisement

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

Intercom, Inc.

SEPTEMBER 7, 2018

Volume and capacity are always top of mind for sales, support and marketing teams. At Intercom , we’re helping all three teams do more with their time to increase their performance. For sales and support, the volume of prospects and customers they handle, and their capacity to scale up that volume, is the reason they are so focused on efficiency and output.

Close the Loop 123

Close the Loop Start-ups Sales Customer Feedback 123

Customer Service Life

SEPTEMBER 7, 2018

This article originally appeared on the CustomerThink blog as part of my monthly column on June 12, 2018. Click here to read the original. Not long ago I saw a demo of a cool product for gathering customer feedback called Stella Connect. They have a fun angle on customer satisfaction where customers are invited to rate their experience with the specific agent that helped them.

Customer Satisfaction 99

Customer Satisfaction Contact Center Scorecard Customer Feedback 99

Heart of the Customer

SEPTEMBER 6, 2018

I was talking with a prospective customer last week, and I walked through our customer journey mapping process – first you collect companies’ hypothesis and existing data, then go out to their customers to interview them in their places of work (they’re a B2B company), and finally bring that voice of the customer back to […].

Customer Journey Map 87

Customer Journey Map Voice of the Customer B2B 87

C3Centricity

SEPTEMBER 3, 2018

As a customer centricity champion, just like you I hope, I spend a lot of my time researching what customers want. I’m always trying to understand exactly what their preferences are today, and where these may be going. My regular searches online include customer service, customer satisfaction, customer care and similar topic areas. Google is my best friend!

Customer Satisfaction 67

Customer Satisfaction Social Media Customer Service Sales 67

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

Intercom, Inc.

SEPTEMBER 4, 2018

In sales and marketing, speed is everything. The fate of your business depends on how quickly you can turn promising leads on your website into paying customers. The faster you capture the intent, the faster you will make the sale, and the faster your business will grow. The traditional approach from marketers and salespeople of using lengthy contact forms and delayed callbacks doesn’t cut it anymore.

Sales 91

Sales 91

ClearAction

SEPTEMBER 3, 2018

Are Your Customer Care Metrics Customer-Centric? Lynn Hunsaker. Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Traditionally, these metrics have been cost-center oriented , intended to drive efficiency and productivity. CRM put another dimension on customer care metrics with profit-center orientation , intended to up-sell and cross-sell, increasing share of customers’ budget.

Social Media 54

Social Media Sentiment Analysis Customer Expectations CRM 54

Heart of the Customer

SEPTEMBER 6, 2018

I was talking with a prospective customer last week, and walked through our customer journey mapping process – how you first collect companies’ hypothesis and existing data, then go out to their customers, interviewing them in their places of work (they’re a B2B company), and bring that voice of the customer back to your teams […].

Customer Journey Map 60

Customer Journey Map Voice of the Customer B2B 60

CSAT.AI

SEPTEMBER 5, 2018

Alice can’t get her computer to boot. George received a part that doesn’t fit his motor. Dani never received her order at all. And Raj is almost apoplectic with frustration this is his fourth attempt to get a credit for an item he returned a month ago. These are reasons customers contact customer service but are these the only times customers communicate?

Customer Service 52

Customer Service Sentiment Analysis Sports Customer Retention 52

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

Customer Bliss

SEPTEMBER 6, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. The following is a lightly edited transcript of the video below. There will be a day (or days) for all of us doing this work…that we will have to present some not so great depictions of the company’s customer experiences.

CX 44

CX Customer Experience 44

Hodusoft

SEPTEMBER 7, 2018

For political parties nowadays, HoduBS is a highly effective tool. Every candidate wants public support and their attention. And this can be easily done through the use of HoduBS for election service. We, at Hodusoft, leading HoduBS provider in India, provide high-quality SMS Solutions to all kind of customers such as big brands, organizations, entrepreneurs and political parties.

Education 40

Education 40

ClientSuccess

SEPTEMBER 5, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.

Start-ups 40

Start-ups Sales 40

iQor

SEPTEMBER 5, 2018

Show Me (All) the Money: Why Agents Need Real-Time Access to Pay and Performance.

Customer Service 40

Customer Service 40

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

Customer Bliss

SEPTEMBER 4, 2018

I had the pleasure of speaking with Bob Buiaroski , the SVP of Manulife , a leading Canadian-based financial services group that serves millions of customers in 22 countries and territories world-wide. With a background in business and technology, Bob is an extremely senior executive leader with many years of experience leading and guiding not only what goes inside of an organization, but also in how he tells the customer story and engages leaders in a graceful way.

CX 44

CX Customer Experience Technology Technology 44

1 to 1

SEPTEMBER 6, 2018

What does customer experience success look like, how do you measure it, and why is it so darn hard? Those are some of the questions we posed to customer experience experts Kevin Shields, vice president of employer services at ADP, and Tim Keefe, and strategy consulting partner at TTEC. What they have to say may surprise you. Music credits: Siesta by Jahzzar; Something Elated by Broke for Free Listen to all episodes of The CX Pod at TTEC. .

CX 20

CX Customer Experience 20

Beyond Philosophy

SEPTEMBER 6, 2018

Scarcity as a marketing tactic is one that works well with customers. However, it is one that many marketers don’t use to their advantage often enough. If you are one of them (and you don’t act now), avoiding scarcity tactics can hurt your bottom line. For our recent podcast we invited a special guest to join us. Professor of Marketing at Vanderbilt University, Kelly Goldsmith, Ph.D., is a behavioral scientist who studies how we respond to uncertainty and scarcity as consumers.

Transportation 21

Transportation Gaming Customer Experience Sales 21