Callminer

MAY 25, 2021

Discover why Forrester Consulting examined the latest trends in customer intelligence.

242

242

Beyond Philosophy

MAY 28, 2021

Business relationships are a lot like customer relationships. They both involve buying decisions and loyalty—and emotions. However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Today we will go through those differences with our 5 Rules for Managing Your Customer Experience in B2B relationships.

Customer Experience 155

Customer Experience B2B B2C Customer Relationship 155

Inside Customer Service

MAY 27, 2021

I talk to a lot of people who are trying to improve customer service. It's a diverse group, including CEOs, executives, middle managers, team leads, and frontline employees. Their challenges are individual, but they all struggle. Many have received conflicting advice. It's hard to know where to start. Fortunately, I've done the research for you. Peter Gollwitzer, a professor in the Psychology Department at New York University, gave me a treasure trove of studies on achieving goals.

Start-ups 144

Start-ups Social Media Contact Center Customer Service 144

Intercom, Inc.

MAY 26, 2021

Every company, organization, or team has a set of values – they may or may not be codified and written down, but they exist in the way the people behave and treat one another. The most successful companies take the time to be purposeful about their values. They discuss and debate them, write them down, agree on them, and most importantly live by them.

Start-ups 138

Start-ups Engineering Sales Customer Feedback 138

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

Callminer

MAY 23, 2021

The CallMiner Research Lab uses AI to understand and improve conversations between a company and its customers. Here is what the data tells us about sorry.

AI 182

AI 182

Fonolo

MAY 27, 2021

Employee feedback is critical for businesses who want to understand their employees’ opinions and attitudes towards work, and improve their business policies and processes. Measuring engagement through surveys allows for employees to feel heard. Engagement is especially important for call centers, since staff turnover is typically high. Research shows that customer complaints, poor morale, and low pay all attribute to high turnover rates in the call center industry.

Construction 136

Construction Technology Technology Contact Center 136

Intercom

MAY 25, 2021

The COVID-19 pandemic has had an irreversible impact on how the world does business. Over the last year, companies have had to pivot to digital-first ways of working overnight; supply chains and distribution facilities worldwide have been majorly disrupted; and, in the midst of all this uncertainty, consumers have (understandably) been more anxious and frustrated than ever.

Customer Relationship 128

Customer Relationship Business Growth Customer Expectations Start-ups 128

Buyer Persona

MAY 24, 2021

Buyer Trust Is Elusive For Most Marketing And Sales Teams Unless They Can Balance Empathy And Humility. Marketing and sales traditionally believe that the path to building buyer trust is by providing answers. Answers to buyer problems and challenges. In fact, each prime their channels with marketing content or sales guides at the ready with an answer.

Sales 120

Sales B2B Education Start-ups 120

Conversocial

MAY 26, 2021

At Conversocial we saw an 87% rise in the volume of private messaging between 2019-2020. Only 27% of the conversations our partners have with their customers are over public social channels - what does this tell us? There’s been a fundamental shift in where, when and how consumers want to interact with their favourite brands. A new way of doing customer conversations means adapting your methods or risk being left behind.

CX 111

CX Customer Experience 111

Myra Golden Media

MAY 23, 2021

One of my sisters is a flight attendant. Yesterday we talked about her enforcing mask requirements on her flights. With the CDC’s recommendation, I knew that vaccinated people don’t need to wear masks outdoors or indoors, but we still should cover up on planes, trains, and busses, which would put her in a challenging position. We happened to be having the mask conversation as my sister was walking down the jetway for a flight from Dallas to Des Moines.

Government 127

Government Customer Service Customer Experience 127

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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.

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Beyond Philosophy

MAY 22, 2021

In the early days of my career, I thought the customer was always right. The idea that one should fire a customer sometimes would have sounded like madness to me. However, as I have matured over the following four decades, I learned that sometimes the customer is not right. Sometimes they are really, really wrong, from how they abuse your systems to how they tax your resources to how they talk to employees.

Net Promoter Score 109

Net Promoter Score Management Consulting NPS Customer Relationship 109

Zendesk

MAY 26, 2021

Customer service can make or break a business. But not everyone agrees on what it is or how to do it well. In this guide, we’ll share how to set your business up for customer service success. The definition of customer service. Customer service is the act of supporting and advocating for customers in their discovery, use, optimization, and troubleshooting of a product or service.

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

Help Scout

MAY 25, 2021

When your business is small and you have a low volume of support requests, using a distribution list or shared Gmail or Outlook mailbox may be an effective way to handle customer service. After all, it’s simple — everyone knows how to use email — and it’s inexpensive. However, it’s important to remember that distribution lists and shared mailboxes aren’t built for customer service.

Outlook 105

Outlook Start-ups Social Media Finance 105

Aquire

MAY 24, 2021

There’s no two ways about it: COVID-19 has thrown the travel and airline industry into disarray like never before. According to the International Air Transport Association, demand for air travel decreased by 65.9 percent in 2020, compared to 2019. At the same time, the surge in cancellations and travel restrictions caused by the pandemic created a dramatic influx in demand for airline customer service.

Customer Service 105

Customer Service Net Promoter Score Social Media Omnichannel 105

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.

AI

Fonolo

MAY 25, 2021

Call center managers are always on the lookout for ways to increase the productivity of their agents and the overall efficiency of their departments. However, these plans are usually put on hold due to high call volume periods and unexpected crises. These peak periods in call volume can bring the voice channel to near breaking point. With customers clogging up the phone lines, your agents will be overwhelmed with increased customer frustration.

Contact Center 104

Contact Center E-commerce AI Technology 104

CommBox

MAY 26, 2021

Everybody loves WhatsApp. Instant messaging has become the number one way we communicate. Unsurprisingly, WhatsApp is the most popular messaging app globally. With over 1.6 billion users worldwide, it’s no wonder that businesses are investing more and more in this fast-growing channel of communication. To help businesses of all sizes keep up with the instant messaging revolution, WhatsApp Business was launched in 2018 and has positioned itself as a critical player in customer communications, spe

Omnichannel 98

Omnichannel AI Innovation Start-ups 98

Steven Van Belleghem

MAY 24, 2021

Habit 1: Be proactive. Covey talks about the difference between the circle of concern and the circle of influence. The circle of concern consists of all the things that are out of your control, like the weather, the economy and mistakes that others make. The circle of influence consists of all the things you can control: like your skills, what you learn or your attitude.

CX 98

CX Start-ups AI Customer Expectations 98

The DiJulius Group

MAY 25, 2021

The Customer Experience Olympics The video you just watched (above) was NewDay USA, a mortgage company serving veterans, having their teams compete against each other on the different components of their customer experience training they had all just received. The training was on their customer service vision, three pillars, their never & always.

Customer Experience 98

Customer Experience Customer Service 98

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

Totango

MAY 26, 2021

We recently polled the Customer Success industry asking about the top challenges they are facing. The number one answer? Scale. Over the years, we’ve found that most companies are very oriented around a high-touch customer engagement model. However, as the world has shifted (particularly last year during the pandemic), the modern customer journey has shifted as well and it now requires a different engagement model.

Customer Journey Map 97

Customer Journey Map Start-ups Technology Technology 97

Zonka Feedback

MAY 25, 2021

Customer Feedback is a very important tool for business growth. It helps you directly communicate with customers and know what they’re exactly thinking about your business. But to make sure that you’re capturing the right customer feedback that will add business value, it is important to ask the right survey questions.

Customer Feedback 94

Customer Feedback Business Growth 94

LitmusWorld

MAY 24, 2021

Festive Shopping Index featured on Statista Festive Shopping Index 2017-2020 Since 2017, LitmusWorld, in association with the Retailers Association of India (RAI), has been conducting an annual consumer sentiment survey to measure the Indian consumers’ Read more… Festive Shopping Index 2017 – 2020 appeared on LitmusWorld.

Retail 92

Retail CX 92

Myra Golden Media

MAY 24, 2021

I’m answering questions YOU’VE posted right here on my channel! Watch for ideas to get your AHT down quickly! Questions One 1:48: Hi! Myra, What if the Customer doesn’t want to hear sorry because they already heard those words multiple times? Question Two 3:38: I would like to know the best ways to reduce call handling time, stop callers talking over me, and to not have to repeat what I’ve told them.

Customer Service 87

Customer Service Customer Experience 87

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

Totango

MAY 28, 2021

It’s been a little over a month since that enthusiastic new customer sailed through the onboarding phase. By now, they should be implementing your product into their daily workflow and enjoying the first signs of business value. Instead, your core metrics are telling you there’s something wrong. The customer’s usage rates are low. They’re not regularly accessing key features.

Net Promoter Score 84

Net Promoter Score Start-ups Customer Feedback Customer Experience 84

PeopleMetrics

MAY 27, 2021

Your company is ready to build a customer-centric culture, and has committed to gathering and acting on customer feedback with a Voice of Customer program. Congratulations - that's fantastic! Now it's time to design your first customer survey. In this session, we'll review the 5 questions you need to ask in your customer survey to get high response rates and actionable results that you can use right away to start improving customer experience at your organization.

Customer Survey 71

Customer Survey Customer Feedback Voice of the Customer CX 71

Help Scout

MAY 27, 2021

When considering customer success and account management, it’s valuable to consider them as complementary teams rather than interchangeable groups or, worse, competitors. While it’s true that both customer success and account management move your customers through their life cycles, they are focused on distinct aspects of the customer experience, and they have different strategies for supporting and guiding customers.

Education 66

Education Start-ups Engineering Customer Loyalty 66

Conversocial

MAY 26, 2021

Hello and welcome to The Conversation Round-Up where I sift through the latest news and trends in messaging, automation and customer experience to bring you the stories that matter.

Customer Acquisition 64

Customer Acquisition Customer Experience Customer Service 64

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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

Zendesk

MAY 26, 2021

Providing exceptional customer service is paramount to building brand loyalty—it’s not enough to just have a great product or service. According to the Zendesk Customer Experience Trends Report , roughly 50 percent of customers would switch to a competitor after just one bad experience. On the flip side, 75 percent are willing to spend more money on a brand that provides a positive experience.

Customer Service 59

Customer Service Customer Satisfaction Engineering Start-ups 59

SugarCRM

MAY 28, 2021

The promise of a complete customer view (i.e. 360-degree view) sounds attractive with improved understanding, higher quality engagement, and increased sales. But is the reality living up to the promise, and is your CRM actually costing your business revenue? We would like to show you how to get an accurate customer picture and access the data you need, at the right time, in the right context. data-secret="vsldTtX54v" frameborder="0" scrolling="no" width="500" height="281">.

CRM 52

CRM Artificial Intelligence AI CX 52

CX Network

MAY 28, 2021

Learn how the right CX partner can aid in optimization of CX strategies by assisting the application of digital transformation, AI support, channel transformation and more.

Technology 52

Technology Technology AI CX 52

The Customer Service Blog

MAY 28, 2021

New rules have been confirmed by the Financial Conduct Authority (FCA) which means that from January 2022, people renewing their home or motor insurance will pay no more than they would have done, if they had been a totally new customer. The FCA has been trying to change the rules to prevent ‘price walking’ for many years. This is the situation when insurance prices rise at each annual renewal, even though the level of risk has not changed.

Technology 52

Technology Technology Customer Retention Customer Satisfaction 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