Inside Customer Service
APRIL 15, 2021
The webinar software wasn't working. An important client was paying me to facilitate a virtual session for its employees. The client had juggled a lot of schedules to make sure everyone could attend. A lot was riding on this. I could feel a rising sense of anxiety. There was less than 30 minutes before the webinar started. To my surprise, a friendly employee quickly answered my technical support call.
Intercom, Inc.
APRIL 13, 2021
In Intercom, we believe that shipping is our company’s heartbeat. Our product engineers are empowered to build great features, fast. A large part of making this belief a reality is the idea of running less software. Every product team is burdened by the effort required to evolve and maintain complex infrastructure that powers their features. For this reason, we chose to run exclusively on AWS and wherever possible, we make use of battle-tested AWS services, be it RDS Aurora for our relational
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Futurelab
APRIL 13, 2021
Imagine the following situation. A man sees an attractive woman at a party. They talk and decide to have a few dates. After giving all the right signals for being a loyal, caring, trustworthy and relationship-oriented guy, he convinces her to spend the night. The next day he is gone and when she calls, it is clear he doesn't want to speak to her. Tags: Alain Thys brand loyalty B2C relationship customer needs Facebook Like.
Beyond Philosophy
APRIL 16, 2021
There is a surprising lack of literature on company politics. For such an important topic that can be awkward for people, it seems there should be books, podcasts, training, and everything else on it. Today I am going to do my part on being some of the change I want to see in the world. I am sharing the five rules for dealing with company politics that I learned over my career.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Fonolo
APRIL 15, 2021
Occupancy Rate is one of the most widely used metrics in the call center industry. But what exactly does it mean, and how can you leverage it to better your business? If you’re new to call center KPIs or need a refresher, you’ve come to the right place. Read on for a crash course on occupancy rate! The Executive Guide to Improving 6 Call Center Metrics.
Taylor Reach Group
APRIL 14, 2021
By Colin Taylor. We are now more than a year into the “new normal” and increasingly contact center organizations are recognizing this fact. I am often asked if I think that contact centers will ever go back to 100% “bricks and mortar”, and the answer I give is no, that ship has sailed. Organizations were forced by the pandemic to deploy work from home and it wasn’t, as many feared, dominated by staff sitting on the couch eating cheese doodles and watching “The Talk”.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Futurelab
APRIL 13, 2021
The partner and founder of Futurelab, Stefan Kolle has participated in a special report by McCann Worldgroup, in which he shared how he's changed his mind in the past year when it comes to the human truth of security. . Facebook Like. Linkedin Share Button. Tweet Widget.
Fonolo
APRIL 13, 2021
Managing call spikes during peak periods in your call center can seem like an insurmountable challenge. Whether you’re in retail, healthcare, or the financial industry, understaffed contact centers coupled with increased call volumes create stressful moments for you and your agents. The ROI of Call-Backs for your Call Center. If this sounds familiar, never fear: call overflow handling is here.
PeopleMetrics
APRIL 15, 2021
Voice of Customer (VoC) programs use two types of surveys to gather customer feedback: relationship surveys and transactional surveys. A relationship survey is used to gauge the strength of the overall relationship with a customer, and a transactional survey is used to understand how the latest interactions with customers are going. The best VoC programs use both.
ModSquad
APRIL 13, 2021
If you read the “About Us” page on a company website, you may see text about “providing great customer service” or “service excellence.” In fact, a recent survey suggests that companies value providing strong customer service more highly than providing a quality product or unbeatable prices. This customer-driven business model makes sense when you consider that 86% of customers are willing to spend more money when they feel they’ve had a good customer ex
Speaker: Jason Cottrell and Brian Walker
Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.
The DiJulius Group
APRIL 14, 2021
5 Quick Tips to Help you Make Price Irrelevant 1. Customer Service Feature Story The foundation of every great culture is built on strong leaders who constantly recognize their employees’ contributions. However, when Dave Timmons was the SVP at Bank of America, he took it to another level. He says, “I asked one of my. Read Full Article. The post Want Stronger Employee Engagement?
TeamSupport
APRIL 15, 2021
The current marketing environment has changed drastically. Customers are often in need of assistance and expect smooth interactions with the company. Hence, leading businesses are focused on using technology to humanize their labels and develop service models to withstand this ever-changing business environment. Marketing and Technology. Surveys show that 86 percent of customers are willing to pay more for a better customer experience.
Experience Investigators
APRIL 13, 2021
Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programs. They boast about how often they survey customers, collect feedback via fancy technologies, and produce reports with color-coded graphs. Yet how often do we, as CX leaders, really just focus on listening to customers in authentic, low-tech ways? Customer interviews can be a key step in: Customer Journey Mapping.
Zendesk
APRIL 16, 2021
Sales reps know nothing’s harder than patiently nurturing a lead, establishing a relationship with them, and carefully converting them into a customer—nothing, of course, except finding a good lead in the first place. Lead generation is often a huge challenge for sales and marketing professionals. But it doesn’t have to be. With the right tools and advice, anyone can become an expert in how to generate leads.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
ECXO
APRIL 12, 2021
SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Customer Experience and Service Management; meeting along the Customer Journey. The Customer Journey is an important common denominator between the CX and Service Management frameworks. Although their approaches may differ, both share the common goal of realising a great customer experience.
Customer Service Life
APRIL 14, 2021
I periodically have a variety of updates and resources that I’ve contributed to that I want to share on this blog. This won’t be a long post but I’ll encourage you to click a few links to read and listen. Let’s dive in. 1. A CX Moment with Calm. The Calm app , a sleep and meditation app, saw a huge jump in downloads in 2020 for obvious reasons.
Conversocial
APRIL 15, 2021
Despite Android enjoying a larger share of users around the world, no smartphone manufacturer dominates the market like Apple. CEO Tim Cook recently announced that there are more than 1bn iPhones currently in use globally. In countries like Japan, Australia and especially the US, iOS leads the way for mobile devices. Amazingly, 100% of Fortune 500 companies in the USA are using Apple products.
Zendesk
APRIL 12, 2021
Do you know what the No. 1 consideration for today’s job seekers is? Surprisingly, it’s not cash; it’s not the benefits, either. It’s culture fit. Fifty-six percent of people think finding the right organizational culture is more important than money in choosing a job, according to Glassdoor. And having a culture that inspires your workers is key for long-term retention, too.
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Totango
APRIL 16, 2021
Personalized customer engagement promotes more active use of your product and stronger relationships with your brand. Personalization builds customer trust in your brand, strengthening your relationship. This lays the groundwork for subscription renewals and upsell opportunities. Learn what types of communication you can personalize and what techniques you can use to promote personal engagement.
Hodusoft
APRIL 11, 2021
HoduCC- Contact Center Software is one of the best solutions that facilitate smooth business communication while improving productivity and providing better ROI. It is a comprehensive and secure software system that assures uninterrupted, flawless, and cost-effective business communication throughout the world. This on-premise software system is an omnichannel contact center management solution that is designed to assist the call/contact center customer support team to automate their operations
Comm100
APRIL 15, 2021
Unless you live under a rock, you’ll have heard of, and likely used, online chat on a website. It’s used across every industry all over the world. While phone was once the dominant customer service channel, live chat is quickly taking its place. If you’re reading this blog, you’re probably still wondering if online chat on your website is right for you.
Zendesk
APRIL 10, 2021
Let’s start with a brief reminder on what mass email marketing is and what it aims to achieve. What is mass email marketing? Also known as bulk email marketing , mass email marketing is a promotion technique where advertisers send out a single email to a large audience in hopes to convert prospects into closed sales. Why is mass email marketing helpful?
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Totango
APRIL 13, 2021
When was the last time you purchased something without checking multiple online reviews about it first? Whether you’re purchasing a new vehicle or a new pair of shoes, you’re likely to spend some time reading reviews or watching videos of real people’s experiences with the product. Today, most of us know better than to buy a car without test driving it.
ClientSuccess
APRIL 13, 2021
At the most basic level, businesses partner with SaaS vendors to solve a problem. Over time, however, these relationships can become strategic partnerships that can actually drive the future success of both organizations simultaneously. As a main point of contact for many customers, CSMs are often one of the first sounding boards for customer ideas, opinions, and questions. .
TeamSupport
APRIL 12, 2021
Self-service is still good customer service. Offering an option for customers to help themselves can give your customer support reps more time to focus on improving the big-picture aspects of your service strategy. And the right customer support software makes it easy to give customers what they want when they need it. According to recent industry research from Coleman Parkes, 91 percent of respondents said they would use a knowledge base if it were available to them, and 75 percent said online
Zendesk
APRIL 13, 2021
After a year of uncertainty caused by a global pandemic, people are craving the comforting embrace of familiarity—and they’re looking for it in all sorts of places. A 2020 study showed that customers only wanted to buy from the companies that knew them best. Seventy percent said they would do their holiday shopping exclusively with brands that personally understand them.
Speaker: Blackberry, OSS Consultants, & Revenera
Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?
CSAT.AI
APRIL 14, 2021
Effectively support a diverse workforce in the hybrid contact center Don’t lose human connection as offices begin to open up Be aware of intersectionality to maintain a diverse talent pool Gen Z benefits from more direct input Offer tools that give in-the-moment guidance Offer at-home work options with paid sick leave Promote an atmosphere of inclusivity in hybrid contact centers Worker’s equipment vs. consistency of results Ask your workers about their preferences on remote work Identify method
VOZIQ
APRIL 14, 2021
While working with our clients, we have seen the transformational effect artificial intelligence (AI) has on customer experience, cost reduction and profitability. Considering the opportunities and advantages that AI delivers, it’s not surprising to witness its growing adoption globally. Results from Algorithmia’s third annual survey, 2021 Enterprise Trends in Machine Learning, showed that 76% of enterprises prioritize AI and machine learning (ML) over other IT initiatives in 2021.
ModSquad
APRIL 13, 2021
If you read the “About Us” page on a company website, you may see text about “providing great customer service” or “service excellence.” In fact, a recent survey suggests that companies value providing strong customer service more highly than providing a quality product or unbeatable prices. This customer-driven business model makes sense when you consider that 86% of customers are willing to spend more money when they feel they’ve had a good customer ex
Zendesk
APRIL 15, 2021
Here at Zendesk, the Brand Team works on all aspects of the brand—internally and externally facing. Usually, we’re creating web pages, updating presentation decks, producing videos, and other content. Y’know—creative brand stuff. But sometimes, we get the opportunity to do something totally wacky. This project is one of those. By now, you may have seen our new slogan, Champions of customer service , floating around.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
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