Callminer
AUGUST 27, 2019
When it comes to measuring the patient experience in healthcare, good customer survey design is rare. And using mixed methods to uncover insights is rarer still.
Intercom, Inc.
AUGUST 29, 2019
? ?. In this week’s episode we’ve dug down into the podcast vaults to bring you some of the best insights shared by our guests about scaling sales. It’s no surprise that one of the key levers for growth as you go from startup to scale-up is your sales team. How quickly you’re able to accelerate growth depends on your ability to build a nimble sales org and develop a strong sales strategy.
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Beyond Philosophy
AUGUST 25, 2019
Imagine you are selling a used car. Now, imagine your surprise that the person who wants to buy it is your brother. How would that be different from selling your vehicle to a stranger? Would you haggle as hard? (Now, to be fair, if it was my brother Neil, my answer is yes.). People act differently in various types of relationships and transactions. This distinction between these two types of situations is something that psychologists have studied, and the subject of our recent podcast.
Fonolo
AUGUST 29, 2019
Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? How can they survive and thrive in the face of so many variables? Well, it’s that time once again: We invited some of the top contact center experts from Ada , J Arnold and Associates , The Belding Group , Calzilla , Expivia , and other vibrant CX and CS avenues to offer us and you, our dear readership, their best pieces of advice for contact centers in this inc
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
Callminer
AUGUST 25, 2019
CallMiner has announced a partnership with DataRobot designed to accelerate AI capabilities within the contact and customer experience center.
Intercom, Inc.
AUGUST 26, 2019
Today we’re releasing a brand new book, Intercom on Sales. If you work at a high-growth company, you’ve likely heard the saying, “What gets you to $50 million won’t get you to $100 million.” You could swap in any numbers you’d like, and the sentiment would still hold true: scaling sales is incredibly hard. I joined Intercom three years ago to do just that, to take our nascent sales team to the next level.
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 Service Life
AUGUST 30, 2019
Image by Michal Jarmoluk from Pixabay. This article was originally published on the FCR blog on July 17, 2019. Click here to read the original post. A childhood memory is etched in my brain. After spending a couple weeks at a friend’s cabin, we spent several hours on the final day cleaning. By cleaning I mean emptying trash, dusting, sweeping, vacuuming, washing the linens, cleaning toilets, replacing paper products, and a whole lot more.
Uniphore
AUGUST 28, 2019
“I'm sorry, but I do not recognize that response.”. How many times have you heard that sentence while trying to pay a bill, change a service plan, update the address on one of your accounts, or get through to a customer service agent? The answer for most of us? Too many. Gartner predicts that by 2020 a customer will manage 85% of the relationship with an enterprise without interacting with a human, so how do you think your customers feel when they are misunderstood by your company's automated vo
Customer Bliss
AUGUST 29, 2019
Imagine a baby boomer, a Gen X’er, a Millennial, and a Gen Z’er walk into a bar. Sounds like the start of a joke, right? But think about it. How did they each choose the bar? Are they at the same place? What did they order? And if you were to ask them about their experience afterward, how would they answer? Their responses would be vastly different.
Totango
AUGUST 29, 2019
Your customers are your enterprise’s life’s blood. When you get a new customer, work to retain them and grow customer lifetime value. While the sales team will always be looking for new customers, retaining a current customer is far cheaper than finding a new customer to replace them. When you retain a customer, you’ve won a valuable patron who will be far likelier to want future sales or try new products. .
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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.
Fonolo
AUGUST 27, 2019
Want to order pizza for dinner? It will be at your door in 30 minutes. Looking for a date? An app can help you find that special someone. Need some work done around the house? You can summon a handyman that same day. In today’s world, we don’t have to wait too long for just about anything. Today’s consumer doesn’t just want same-day delivery, they want same-day resolution to any inquiry or complaint they make with a company.
Myra Golden Media
AUGUST 29, 2019
You already know it’s best to not say words like “Unfortunately,” or a hard “no,” and you probably even know that you need to let angry customers vent for at least a few seconds, but there are some other things you should know before trying to get customers to accept your word as final, especially when you have to give customers bad news. I’m sharing three tactics from my handling demanding customers workshops to help you assertively (and politely) control challenging interactions with customers
Customer Service Life
AUGUST 26, 2019
This article was originally published on the FCR blog on July 3, 2019. Click here to read the original post and be sure to watch the video that goes along with it. Looking back on quarter two, the nonstop movement in the contact center technology space continues. My latest review of the updates and technologies I’ve seen over the past quarter covers a variety of areas including quality assurance and speech and text analytics, news from Zendesk and Freshworks, and some vendors to consider if emer
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
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.
UJET
AUGUST 26, 2019
Contact-Center-as-a-Service (CCaaS) providers like to make big promises. Some go as far as saying they have every currently available feature and tool and will fill all your support needs.
Lumoa
AUGUST 25, 2019
Sometimes, asking your customers for open-ended feedback can be better than giving a long survey to answer. When you ask for open-ended feedback, the respondent usually comments on what they experienced to be the most critical things in the interaction they just had with your company.
Customer Service Life
AUGUST 28, 2019
This article was originally published on the MaestroQA blog on June 6, 2019. Click here to read the original post. If you had to choose, what would you say are the absolute most important items on your quality form? As I work with new clients, I’m often asked that question and I usually list four items. Communication Skills – How well did the agent communicate the message?
Totango
AUGUST 27, 2019
In today’s customer-centered economy, focusing on short-term customers is an outdated business model. Instead, enterprises must nurture every customer relationship to increase retention and customer lifetime value (CLV). . Customer lifetime value is the net profit acquired from a customer throughout a company’s relationship with them. The easiest way to calculate CLV is to multiply the annual profit gained from a customer by the average length of time of customer retention.
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.
UJET
AUGUST 25, 2019
Contact-Center-as-a-Service (CCaaS) providers like to make big promises. Some go as far as saying they have every currently available feature and tool and will fill all your support needs. Let’s go down the list: Voice. IVR. Web chat (desktop and mobile). Email. Text (SMS/MMS). RCS ready. In-app VoIP. In-app Chat. In-app text. Visual IVR. Chatbots. Artificial intelligence.
C3Centricity
AUGUST 26, 2019
More than one year after the introduction of GDPR in Europe and the CCPA in California, I wondered what has changed. And more importantly, I got to thinking about customer privacy and how to build a mutually beneficial relationship whilst also respecting it. Customers don’t want to be automatically segmented and followed as they go about the web, viewing different sites.
TeamSupport
AUGUST 30, 2019
Can you truly tell how a customer feels about your business? There are many different tactics that attempt to acquire this information, such as customer reviews and NPS (net promoter score), which may or may not provide an accurate assessment of overall satisfaction. Did you catch them on a bad day when they left an NPS rating? Did they write an odd review as someone was looking over their shoulder?
ClientSuccess
AUGUST 28, 2019
Customer success is a constantly changing and growing role for most companies. While the focus of customer success was only expanded into its own role a decade or so ago, it has really begun to pick up speed and expand in the last few years. Customer success is now one of the driving forces behind recurring revenue for SaaS organizations. As the role itself has become more important, the metrics and processes associated with the role have started to pick up as well.
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
Fonolo
AUGUST 28, 2019
It was hard to turn anywhere last week and not see news or commentary about Avaya. Their CEO announced that Avaya is in “advanced discussions with multiple parties” for a “strategic transaction” and that the process will be concluded in 30 days. As the behemoth of the call center industry, with $3B in revenue and 150,000 customers, whatever this move will be, it will have broad repercussions.
Customer Bliss
AUGUST 27, 2019
In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. Buying an extended warranty sometimes feels like burning money to me. If I don’t buy it, I need it. If I do buy it, I need it one minute, one hour or one day after the warranty runs out, and if I do call just a bit after it runs out, the answer is, “Sorry, the warranty is over.̶
Totango
AUGUST 26, 2019
Continuing on the journey of providing more value to Portfolio managers, this sprint we are releasing set of features to help drive productivity. Information Request Forms is our newest tool, which enables teams to achieve end to end workflows within Totango by asking the specified team members to fill in the relevant data in context and in time. Imagine that your sales team has signed a new customer (Yay!
The DiJulius Group
AUGUST 28, 2019
How One Franchisee Disrupted Own Industry Like many, the carpet cleaning industry has dramatically changed over the last decade. At one time it was a booming business to be in, until hardwood floors became all the rage in home building and remodeling. As a result of the dramatic lose of revenue; the knee jerk reaction. Read Full Article. The post How One Franchisee Disrupted Own Industry appeared first on The DiJulius Group.
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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.
Fonolo
AUGUST 27, 2019
Want to order pizza for dinner? It will be at your door in 30 minutes. Looking for a date? An app can help you find that special someone. Need some work done around the house? You can summon a handyman that same day. In today’s world, we don’t have to wait too long for just about anything. Today’s consumer doesn’t just want same-day delivery, they want same-day resolution to any inquiry or complaint they make with a company.
ClientSuccess
AUGUST 27, 2019
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.
Comm100
AUGUST 27, 2019
This is the first of a two-part series about digital customer engagement and HIPAA compliance. In this post we cover the role of the software vendor in protecting Personal Health Information (PHI). The second post explores the core requirements of a HIPAA-compliant digital engagement platform. The need to preserve the privacy and sanctity of personal healthcare data requires no deep explanation.
Hodusoft
AUGUST 27, 2019
When it comes to meet the robust business communication requirements, the global enterprises or MNCs put trust in us. At HoduSoft, we have set many milestones while serving our esteemed global clientele with premium-quality, readymade VoIP communication software. Recently, the company has provided ready-to-use HoduCC – Contact Center Software to SHOPTOMYDOOR – A Leading Freight Forwarding Company in Nigeria.
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.
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