eglobalis

JULY 5, 2020

CX 473

CX 473

Intercom, Inc.

JULY 8, 2020

Support has changed in innumerable ways, from the emergence of call centers ( yes, phones were novel once ) to the shift to social media. But one thing has not: what customers want. As consumers ourselves, we’re all too familiar with what our customers want – a convenient and personalized support experience. There’s little more frustrating than finding out you’re ticket #372876 or being subjected to Cisco’s “Opus No. 1,” the anthem of waiting on hold.

Social Media 203

Social Media Contact Center Customer Expectations Gaming 203

Heart of the Customer

JULY 7, 2020

Swing for the fences! Shoot for the Moon! You got this! During my many years as a high school and collegiate lacrosse player and coach, I heard (and said) encouraging platitudes like these more times than I can possibly count. But I think many CX professionals – myself included – could benefit from a reminder of just how much confidence […].

CX 174

CX Customer Experience 174

Beyond Philosophy

JULY 9, 2020

A genuine effort to understand your customers’ emotions is essential to your Customer Experience design. Also, when you can segment based on customers’ behavior and the needs the behavior indicates, you can customize your experience to appeal to each segment. Today, I have a new form of segmentation that I have been working on to help people during the pandemic.

Customer Experience 162

Customer Experience CX Technology Technology 162

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

JULY 7, 2020

The COVID-19 pandemic has impacted industries worldwide, but few others are feeling the heat like the healthcare industry. And we’re not just talking about those working in the front lines. According to the National Post , call centers are being overwhelmed by callers looking for both physical and mental health support. This spike in call volume has resulted in queues that are hours long, and challenges for call center staff. 9 Effective Ways to Handle Call Spikes in a Crisis.

Healthcare 112

Healthcare Technology Technology 112

Intercom, Inc.

JULY 9, 2020

Kevin Indig leads SEO & Content Marketing as VP at G2 and mentors startups in Marketing at GermanAccelerator. Previously, he ran SEO at Atlassian and Dailymotion so it’s no surprise that he is widely regarded as one of the foremost voices in the SEO arena. We were delighted to have him join us for this week’s episode. His is a fascinating story, which places him at the forefront of a discipline that has emerged within his own career span.

Engineering 199

Engineering Start-ups B2C E-commerce 199

Beyond Philosophy

JULY 4, 2020

What A Face Mask Can Do for Customer Segmentation. Everyone has an opinion about face masks. Some think they help stop the spread of COVID-19; some think they are unnecessary and a nuisance; others fall somewhere in between. However, what you probably didn’t know about face masks is they can help you customize moments of your Customer Experience so that no matter what opinion your customer has, they feel like you understand them.

Government 154

Government Customer Experience CX 154

UJET

JULY 7, 2020

The days of on-premises support systems and locally-based customer support agents is over. Remote work or work-from-anywhere situations used to be a sparsely used option but has now proven to be the reality for most. Instead of a gradual move to remote work, companies have had to adjust quickly. Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers.

Contact Center 106

Contact Center NPS Customer Retention Technology 106

Intercom, Inc.

JULY 9, 2020

Intercom started with a mission to make internet business personal, and a big idea – the world’s first business messenger. We’ve turned that idea and that vision into something real. Today our team of over 600 talented and passionate people revolutionize how businesses connect with customers. I’m honored to lead Intercom in its next era as CEO. I am passionate about building great products that solve important problems and deliver breakthrough value to customers.

Innovation 129

Innovation 129

TeamSupport

JULY 6, 2020

Has your Inbox has screamed, “Enough!” because of all of the e-mails related to support tickets piled up? This is one of the top pain points reported by B2B customer support professionals, and this four-part blog series will explore how the right B2B customer support software will help you solve for all of them. Let’s start with Part 1: Using a B2B help desk ticketing system powered by advanced technologies to resolve more tickets, shorten issue resolution time, and leave your inbox for email, n

B2B 104

B2B Start-ups Technology Technology 104

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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

C3Centricity

JULY 8, 2020

Denyse Drummond-Dunn · What makes a great website? “Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. What makes a great website? What makes a website great for your customers? What makes a website great for your potential customers? The answers to these questions will help you to publish a successful website.

Entertainment 83

Entertainment Social Media Real Estate Gaming 83

UJET

JULY 7, 2020

The days of on-premises support systems and locally-based customer support agents is over. Remote work or work-from-anywhere situations used to be a sparsely used option but has now proven to be the reality for most. Instead of a gradual move to remote work, companies have had to adjust quickly. Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers.

Contact Center 96

Contact Center NPS Customer Retention Technology 96

Steven Van Belleghem

JULY 10, 2020

KBC bought the media rights of Belgian soccer games. A bank that buys the rights to broadcast soccer games via their mobile banking app. That would have sound like the craziest idea in the world a couple of years ago. Today, it may be a smart move to reward existing customer and to find new customers. KBC wants to offer soccer fans that don’t have the time to watch full games a user friendly solution to follow their favorite team(s).

Gaming 98

Gaming Entertainment Transportation Start-ups 98

Kate Nasser

JULY 5, 2020

Lack of empathy for customers is customer service incompetence. Give customers empathy long before they cry or leave. Insights fr The People Skills Coach™. The post Customer Service Incompetence: Empathy Only For Tears | #CX #PeopleSkills appeared first on KateNasser.com.

Customer Service 94

Customer Service CX Healthcare Contact Center 94

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

TeamSupport

JULY 8, 2020

The right B2B customer support software means never having to say goodbye. In our first blog post in this four-part series we introduced the top pain points reported by B2B customer support professionals and how the right B2B customer support software will help you solve for all of them, starting with using a B2B help desk ticketing system instead of your inbox to resolve issues in a more timely, efficient manner.

B2B 86

B2B Net Promoter Score Sentiment Analysis NPS 86

SurveySensum

JULY 6, 2020

An exhausting day at work made Ziva crave for a pizza from her favorite pizzeria. Unexpectedly, the pizza was delivered to her an hour late and it was cold and soggy. Like any disappointed customer, she reached out to the customer care to complain about the same. The customer service representative listened to her patiently and quickly resolved the issue by offering her a refund for the discontentment and a discount coupon for her next purchase.

Net Promoter Score 83

Net Promoter Score NPS Social Media Start-ups 83

DMG Consulting

JULY 5, 2020

Question: How does speech analytics perform trend analysis? Isn’t it just counting how often words are used? Answer: Trend analysis in interaction (speech and text) analytics solutions provides deeper insights than word count frequency. At its most basic, trend analysis is designed to allow users to define “things” they know to look for in voice and text-based interactions, which are then surfaced by the application.

Artificial Intelligence 77

Artificial Intelligence Text Analytics Machine Learning Start-ups 77

The DiJulius Group

JULY 8, 2020

1. Feature Article Feeling Bad About Social Inequity Is Not Enough By John DiJulius, Chief Revolution Officer Like most people when I saw the news about the George Floyd incident, I was horrified. I wanted immediate justice and was irate that it took so long before the officers involved were fired, arrested and charged. Read Full Article. The post Feeling Bad About Social Inequity Is Not Enough appeared first on The DiJulius Group.

72

72

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

Chip Bell

JULY 7, 2020

William Shatner is a part of my morning start-your-engines. At least most mornings. At 6 a.m. with a cup of fresh hazelnut black coffee, my wife and I watch a few minutes of the news. It gives our day a fresh, up-to-date beginning. Most days, William Shatner does a TV ad for SoClean, the appliance for cleaning CPAP machines. The word you take away from the ad is “fresh,” spoken like Captain Kirk got an A in speech class.

Start-ups 77

Start-ups Engineering Customer Experience Customer Expectations 77

Myra Golden Media

JULY 9, 2020

Yesterday I sat down with author, consultant, and trainer, Jeff Toister, to discuss a familiar problem customer service professionals grapple with in contact centers – conversation control. Jeff recorded our discussion, and you can view it here to discover a surprising reason why your calls are taking so long. Continue the Conversation with Me?

Contact Center 62

Contact Center Customer Service Customer Experience 62

DMG Consulting

JULY 5, 2020

Developing a Contact Center Work-At-Home Program. While many contact centers, particularly the large ones, had disaster recovery (DR) and business continuity (BC) plans in place before the pandemic hit, even if they were rarely tested and updated, surprisingly few included the option of having employees work from home for an extended period of time.

Contact Center 84

Contact Center Text Analytics Technology Technology 84

Provide Support

JULY 4, 2020

The post Provide Support Live Chat App for Shopify appeared first on Provide Support Blog.

90

90

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

Knowmax

JULY 9, 2020

Why Content Management is good, but Knowledge Management is great.

97

97

The DiJulius Group

JULY 8, 2020

Giving back to the community is not just about writing a check. Social service should be way more than that. You have to get involved and find out what people with different backgrounds are like. And it starts with having those conversations. In this episode of The Customer Service Revolution, John DiJulius interviews coach DJ. Read Full Article. The post 011: Fostering Social Responsibility with DJ Santiago appeared first on The DiJulius Group.

Customer Service 57

Customer Service 57

ClientSuccess

JULY 7, 2020

At first, customer success doesn’t seem like a role that would be data heavy. After all, isn’t customer sentiment and feeling a better indicator of success? While customer sentiment is, of course, important, it’s amazing how many metrics CSMs, customer success leaders, and executives rely on to measure and gauge the health of customer accounts. In many cases, the same SaaS usage metrics that sales and product teams use also apply in customer situations.

Net Promoter Score 52

Net Promoter Score NPS Sales 52

Hodusoft

JULY 9, 2020

As technology is evolving, the expectations of customers are also enhancing a lot. It has given them the power of convenient shopping and quick gratifications. Hardcore competition has spoilt them for choice, and their experience has also metamorphosed. So, contact centers need to be more conscious than ever before in offering services to the level that is matched with the expectations of today’s customers.

Contact Center 52

Contact Center Omnichannel Technology Technology 52

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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

Waypoint Group

JULY 7, 2020

I was pleased to be interviewed by Colin Brogan , CRM mastermind and publisher of CRM-oriented educational videos, where we discussed some of the essentials in Customer Engagement: Covid has impacted (changed?) so much of the way business has been getting done: What is the right “posture” in this environment? The danger of the “Annual NPS Survey” process and how to do it right by listening across the customer lifecycle.

VOC 52

VOC NPS CRM Education 52

The DiJulius Group

JULY 9, 2020

Whether you’re an entrepreneur, a financial manager, a healthcare provider, or whatever it is you’re doing, we could all strive to be a virtuoso in whatever field we choose. But how do you become the best at what you do? Start with a decision. Make the decision to become a virtuoso then act on that. Read Full Article. The post How to Become a Virtuoso with Mike Rayburn appeared first on The DiJulius Group.

Healthcare 52

Healthcare 52

The Squawk Point

JULY 6, 2020

Should you reward success? Rewarding success is the obvious thing to do. Slaps on the back, public praise, bonuses and honours come easily to us. People expect to be rewarded for good performance. If you reward success then people will strive to give you more of it. Or so the logic goes. It isn’t quite that straightforward. If you play a high stakes game with big bonuses then beware of the downsides : People won’t try anything new, for fear it will go wrong.

Gaming 52

Gaming Start-ups 52

SugarCRM

JULY 7, 2020

Not all integrations are created equal, and how your integration works can seriously impact productivity and ROI. The days when CRM systems and marketing automation platforms were simply nice-to-haves are long gone. Today, any marketing team not using these two technologies will have a difficult time keeping up with cross-channel engagement along the customer journey.

CRM 52

CRM Sales Technology Technology 52

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