You’re not really sorry.
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.
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.
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.
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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.
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.
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 Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Callminer
MAY 25, 2021
Discover why Forrester Consulting examined the latest trends in customer intelligence.
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.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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
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.
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.
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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.
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.
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.
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.
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.
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.
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.
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.
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.
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?
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.
The DiJulius Group
MAY 27, 2021
Would you ever expect to go to Disney and see a Disney cast member in full uniform who’s on break, chewing tobacco, or spitting on the ground while guests are walking by? Never. And do you know why Disney, Ritz-Carlton, Starbucks, and all of the best customer service companies in the world are so consistent. Read Full Article. The post Customer Bill of Rights: You Want Customer Loyalty?
Hodusoft
MAY 27, 2021
In simple terms PBX (Private Branch Exchange) is a telephone system that is used within a company to connect users through voice on local lines. It has long been used in organizations of all size to enable specialized switching among users, who just dial-in the specific numbers to reach team members or branch offices across locations. With advancements in technology and digitisation, IP-based (Internet Telephony) systems have now gained popularity.
Execs In The Know
MAY 26, 2021
SCOTTSDALE, Ariz., May 26, 2021 — Global customer experience (CX) industry leader Execs In The Know (EITK) is pleased to announce details about their upcoming Enabling Work-From-Home Briefing — a CX-geared virtual event developed exclusively for CX leaders at end-user corporate brands. For CX leaders looking to initiate their own private invitation, they can start by emailing Execs In The Know at info@execsintheknow.com.
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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