Callminer
JULY 21, 2020
Marketers, analytics pros, and CX experts named these the most innovative ways companies are leveraging predictive analytics to improve customer experience.
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PeopleMetrics
JULY 20, 2020
After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Here they are! Measuring the customer and employee experience is a continuous process, not an event.
C3Centricity
JULY 20, 2020
Although I love quotes, especially about how to succeed, I love success even more. Do you? One of my favourite quotes on the topic of success comes from Winston Churchill during his address to the Harrow School (UK) during WWII in 1941. It was one of his shortest speeches but probably one of his most quoted. He said: “Never give in, never, never, never, never” If you are interested, you can read his full speech – which is not a lot longer!
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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.
Callminer
JULY 19, 2020
Contact centers often utilize APIs to create an agent dashboard that combines sales and service information in one central location, introducing gamification initiatives.
UJET
JULY 21, 2020
Every agent on your team can use feedback to improve, increase efficiency, and learn how to move into specialized customer service roles. Sometimes, it can be difficult for agents to always know where they can improve their skills and supervisors should be offering feedback and building growth plans for agents. But how can you give feedback to agents in the best way possible?
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JULY 18, 2020
The Big Mistake People Make with AI. Business leaders of today have to understand the technology of tomorrow. Specifically, one would be wise to understand what AI is, how it works, and what problems it can solve for your business. This episode of The Intuitive Customer is a conversation with Bikram Ghosh, associate professor of marketing at the Eller College of Management at the University of Arizona, Tucson about AI in business today and what is possible for your business processes.
Callminer
JULY 20, 2020
This article helps define customer value, its importance within any growing organization and how to enhance the value it offers those it serves.
TeamSupport
JULY 20, 2020
“Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product, or brand being supported through the efficient and effective delivery of support.” 1 That’s according to a recent report by ServiceXRG, a research firm that helps companies retain customers, expand revenue, and achieve cost efficiencies through service excellence.
Steven Van Belleghem
JULY 23, 2020
Buy 1 shoe instead of 2. As of this week customers can buy one shoe instead of two on the website or you can mix and match different sizes. This service is launched to be more inclusive towards all customer groups that would love to wear cool shoes. In a first phase, they have joined forces with six shoe brands to make this happen: Converse, Kizik New Balance, Stride Ride, BILLY Footwear, Plae and Nike.
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
ProProfs
JULY 24, 2020
You must have already realized that designing an eLearning course is a time-consuming process, especially if you’re doing it for the first time. The success of such a course has a lot to do with its design. This remains true whether you’re designing a sexual harassment prevention course or instructional web design course. An appealing design can keep the learners hooked to the course until the end.
Callminer
JULY 22, 2020
Terminating professional relationships can be difficult. Whether a situation calls for a company to let go of their employees, or instead, some of their customers, it can be tough to convey the appropriate tone and delivery to those affected. Similarly, formally ending existing contractual relationships with vendors your business no longer requires can prove to be a challenge for the same reasons.
Fonolo
JULY 21, 2020
Last week, our CEO, Shai Berger met with CUBroadcast and the Railroad & Industrial Federal Credit Union to talk about how they handled their COVID call volume surge. Watch the full video here. The Response to COVID Call-Spikes. As we went into lockdown, pretty much every call center in the country was suddenly flooded with calls; there were no survivors.
The DiJulius Group
JULY 23, 2020
Starbucks doesn’t win a lot of taste tests. People don’t necessarily love their coffee more than anywhere else. But they would pay $5 for something you can get for $3.50 or less elsewhere and that’s arguably just as good, right? So what makes the Starbucks experience so compelling that millions of people would go against. Read Full Article.
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
UJET
JULY 21, 2020
Every agent on your team can use feedback to improve, increase efficiency, and learn how to move into specialized customer service roles. Sometimes, it can be difficult for agents to always know where they can improve their skills and supervisors should be offering feedback and building growth plans for agents. But how can you give feedback to agents in the best way possible?
Callminer
JULY 21, 2020
This article will go over a few key elements of a well-drafted termination and touch on the primary types of termination letters that exist.
Kerry Bodine
JULY 21, 2020
While some in-person customer experience conferences in parts of the world less affected by the pandemic seem to be moving forward for fall 2020, there’s no clear indication of when the global events industry will get back to some kind of new normal. But that doesn’t mean that your need to learn and connect with other CX practitioners has gone away.
The DiJulius Group
JULY 22, 2020
Feature Article The Best Group of Speakers All in One Place By John DiJulius, Chief Revolution Officer What do Seth Godin, Guy Kawasaki, Ken Blanchard, Tom Bilyeu, Jesse Itzler, and Adrienne Bankert all have in common? They are the top speakers in the world today, and they are all presenting at this year’s Virtual Customer Service Revolution, Read Full Article.
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
UJET
JULY 21, 2020
Every agent on your team can use feedback to improve, increase efficiency, and learn how to move into specialized customer service roles. Sometimes, it can be difficult for agents to always know where they can improve their skills and supervisors should be offering feedback and building growth plans for agents. But how can you give feedback to agents in the best way possible?
ClientSuccess
JULY 20, 2020
Although your team may still be working from home while managing customer accounts, innovation and forward momentum has not slowed down. If anything, many customer success teams are turning to new customer success platforms and solutions to better manage remote accounts and teams during these unprecedented times. If your team has made the move to a new customer success solution, you may be facing a double-edged sword of options: on one side, there is the new solution’s ability to deliver optimal
Kerry Bodine
JULY 20, 2020
This past weekend I tackled a long overdue task: Changing all of my old and not-so-secure passwords. (What can I say… These are exciting times.) Even though change password functionality has been around since the dawn of the Web and is a cornerstone of account security, I was shocked at just how many sites made it difficult for me to accomplish this important and seemingly simple task.
Totango
JULY 21, 2020
A crisis is a time for Customer Success teams. In situations such as the current COVID-19 pandemic, your CS team can take action to prevent customer churn during the pandemic while also helping to build a sustainable future for both parties once the danger passes. Through constant, customized communication, reviewed and honed business goals, and a platform that collects data and makes it actionable, your Customer Success team can lead you through this once-in-a-generation challenge.
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51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.
Return Customer
JULY 23, 2020
With the growing rate of fraud and misinformed people being taken advantage of, it is becoming increasingly important to protect customer information. For a financial company of any type, maintaining appropriate documentation is almost a must. Here is how call recording software can help protect your company against these issues. Call Recording Software for the Finance Industry.
The DiJulius Group
JULY 22, 2020
People want to be part of something larger than themselves. They want to be part of something they’re proud of, that they’ll fight for, and that they trust. This is what Starbucks has built – no wonder they have raving employees and raving customers that can’t go a day without them. Today is part two. Read Full Article. The post 013: Key Takeaways from Today’s Featured Leader: Howard Schultz – Part 2 appeared first on The DiJulius Group.
Fonolo
JULY 21, 2020
Last week, our CEO, Shai Berger met with CUBroadcast and the Railroad & Industrial Federal Credit Union to talk about how they handled their COVID call volume surge. Watch the full video here. The Response to COVID Call-Spikes. As we went into lockdown, pretty much every call center in the country was suddenly flooded with calls; there were no survivors.
Totango
JULY 24, 2020
Client expansion is the bird-in-the-hand approach to B2B enterprise growth. Just as the proverb implies, there is a lot of potential in the assets you already influence. The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. Your ability to grow revenue is dependent in part on your ability to discover new successes for your existing clients, retain their business, and maximize their custo
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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.
Comm100
JULY 20, 2020
Guest blog – Nahla Davies is a software developer and tech writer. Before devoting her work full time to technical writing, she managed—among other intriguing things—to serve as a lead programmer at an Inc. 5,000 experiential branding organization whose clients include Samsung, Time Warner, Netflix, and Sony. You can find her on LinkedIn. Mobile Marketer research found out that nearly 40% of millennials interact with chatbots regularly.
Steven Van Belleghem
JULY 24, 2020
Check out this 1 minute video to learn more! Enjoy! The post Ensuring perfect timing with customer service appeared first on Steven Van Belleghem.
TeamSupport
JULY 22, 2020
Now that we’ve reviewed four elements of B2B customer support excellence and the strategic business impact of each in Part 1 of this blog series—profit contribution, brand reputation, efficiency, effectiveness—let’s take a look at goals and action items that will get you there. The first thing to remember is that a B2B customer is a company , not one individual.
InteractionMetrics
JULY 21, 2020
I founded Interaction Metrics in 2004 because I felt like companies weren’t listening. Simple requests were rewarded by silence. And if I had an issue or question, rote ‘sorry for the inconvenience’ was often the reply. I figured if this was happening to me, it was happening to other customers too. In the interim years, we’ve vastly improved the quality of customer listening for our clients, but broadly speaking, what’s the state of customer experience in 2020?
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.
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