Callminer
JUNE 10, 2019
By implementing AI-powered speech analytics, organizations own the key that unlocks the science of conversation by filling a position that goes beyond human capabilities.
Intercom, Inc.
JUNE 11, 2019
If you have an application or SaaS product, the welcome page that users see after signing up is much more than a cheerful “hello” to your users. Or, at least, it should be. The welcome page comes at a really critical time for your app. It’s during the onboarding period when new users will decide if you can follow through on the promises you made of saved time or increased revenue.
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Beyond Philosophy
JUNE 13, 2019
What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So how do you get happy employees and how does it affect Customer Experience? The answer is easy to say and harder to do.
Myra Golden Media
JUNE 14, 2019
When you can’t tell your customer exactly what they want to hear, maintaining a sense of rapport can be challenging. But it’s possible to give your customer lousy news with empathy and a positive slant. When you have to give a customer bad news, do it using the “Feel, Felt, Found Method.” This approach helps you to foster a sense of connection with customers, even when you can’t give them exactly what they want.
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
Fonolo
JUNE 12, 2019
While today’s tech-savvy consumers are using more non-voice channels to connect with businesses, the act of picking up the phone to quickly and verbally resolve an issue (complex or otherwise) isn’t going anywhere anytime soon. The problem with this? According to an Accenture study , consumers’ top two complaints were: Having to contact customer service multiple times; and.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Myra Golden Media
JUNE 10, 2019
When I listen to phone calls ahead of training for contact centers, medical practices, and customer service departments, I spot five glaring problems in almost every company I work with. The Big Five Are: 1) Blunt, slang-like approach to asking questions, 2) Overtalking customers in an attempt to move the interaction forward, 3) No acknowledgment of the customer’s pain point, 4) Not listening, and 5)Missed rapport opportunities by not pacing.
Totango
JUNE 11, 2019
If you want your business to succeed, make sure your customers succeed. As the economy becomes more customer-centered, the need to foster customer success is more important than ever before. Achieving customer success means that your customers gain their desired value from your product and can use it to meet their goals long-term. Aligning your business goals with those of yours customers spells prosperity for your business for years to come.
Heart of the Customer
JUNE 10, 2019
“Who knows what happened to us two years ago?” Wells Fargo’s Chief Marketing Officer Jamie Moldafsky (I originally wrote about this here) “Who’s heard of our product, the Note 7? [pause] Yes, pretty much everybody, in every plane trip, for about a year.” Michael Lawder, SVP, Customer Care, Samsung Electronics America Both these speakers began their […].
Customers That Stick
JUNE 14, 2019
In November 2013, we released our concept of the 7 Service Triggers, a unique approach to discovering the most common hot buttons that affect broad segments of customers. The foundation of the 7 Service Triggers was built upon the idea that our customers do not come to us as a blank slate. Even if they are new to our business, they’ve had experiences with companies like ours before.
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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.
Myra Golden Media
JUNE 9, 2019
For three years, my 19-year-old College Daughter has worked for my company as a Studio Tech. Lauren’s the genius behind our studio setup, teleprompter, camera, and audio. She also assembles workbooks and advises me on all things Millennial and Gen Y. Both of my kids get to travel with me for speaking engagements a few times a year – last year Lauren joined me in New York twice.
DMG Consulting
JUNE 11, 2019
Making Sense out of the RPA Market. The robotic process automation (RPA) market is growing rapidly, and new uses are being identified throughout enterprises continually. Hundreds of vendors around the world have entered the RPA segment, coming from many existing IT sectors such as enterprise resource planning (ERP), customer relationship management (CRM), contact center infrastructure, workforce optimization, as well as dozens of start-ups that want to take advantage of the massive market opport
TeamSupport
JUNE 14, 2019
Customer support can be a challenge. Especially in the B2B (business-to-business) industry, the quick decisions your support team makes can have a profound impact on a customer relationship. Whether or not they make the right decision on the phone can be the difference between calming an upset customer or making them even more angry. One method businesses are utilizing to improve the number of positive customer interactions that happen every day is to leverage customer support systems.
Customers That Stick
JUNE 11, 2019
In this One Win Book Review, we take a look at Principles by Ray Dalio. Check out the video below to hear Adam’s one win that you can take away from Principles to improve your organization’s customer experience and customer service. About Principles. FROM THE PUBLISHER: In 1975, Ray Dalio founded an investment firm, Bridgewater Associates, out of his two-bedroom apartment in New York City.
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.
Customer Service Life
JUNE 10, 2019
Image by Amanda Powers from Pixabay. This article was originally published on CustomerThink on April 3, 2019. Click here to read the original. I have two scenarios for you regarding contact center quality assurance. In the first, imagine a manager or supervisor listening to a phone call and using a set of criteria to grade that call. They then add up all of the points and deliver that evaluation to the agent who handled the call.
DMG Consulting
JUNE 11, 2019
Three Pillars of AI for Contact Centers. 5/22/2019. By Donna Fluss. View this document on the publisher’s website. Artificial intelligence (AI) is a very broad concept and set of technologies, which must be targeted to a specific challenge in order to be effective. This means that the solution must utilize at least one of three pillars of AI for the contact center: natural language understanding/generation/processing (NLU/NLG/NLP), machine learning and real-time analytics.
ProProfs
JUNE 12, 2019
John Mitchell , the Chairman of the Department of Science at the Lincoln High School in Harrison in CountyWest Virginia was facing a problem. He had 125 classroom students and over 700 21st century students from around the world. Teaching them was not an easy task using conventional methods. He needed a mechanism for these students to visit his science website and take tests.
Customer Bliss
JUNE 14, 2019
How does a global consumer brand create value for its customers, consumers, and employees? In today’s episode, we talk to Chester Twigg , the first global chief customer officer at Johnson & Johnson. Chester shares that he was approached for the role because there was an internal recognition that it was a position that could truly add value to the business and the organization, to drive a more global consistency around selling.
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.
Fonolo
JUNE 11, 2019
While Black Friday and Cyber Monday may seem a long ways off, smart retail contact center and call center leaders are already planning for the variety of challenges this period poses. In 2018, Black Friday pulled in $6.2 billion in online sales and Cyber Monday saw $7.8 billion in sales (both record highs). Given these numbers, it’s unsurprising that calls to businesses rose more than 375% over the past two holiday seasons.
DMG Consulting
JUNE 11, 2019
Question: I used to hear about multi-channel contact centers, now it’s omni-channel. Are they the same thing? Answer: While there are some surface similarities – both terms refer to contact centers that support customer interactions in more than one voice and/or digital channel – the differences are significant. Multi-channel contact centers manage each channel (e.g., voice, email, short message service (SMS)/text, chat, social media, messaging, etc.) in silos.
ProProfs
JUNE 10, 2019
Teaching in the Internet age means we must teach tomorrow’s skills today – Jennifer Fleming. They say that a person is as good as dead the day they stop learning as it stunts their personal growth. Today, there are so much information and knowledge available for us to absorb that no person can ever say that they know everything! As times change, people change and so do the ways of doing things.
CSAT.AI
JUNE 12, 2019
As I write this, Tony Bennett is singing “Make Someone Happy” which I realize is the essence of this post and the point of customer experience. If you make customers feel good they are likely to stay and more likely to share, like, subscribe, re-post and buy more. Make Customers Feel Good Through Unique Experiences. Customers don’t just want products they want experiences.
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
Steven Van Belleghem
JUNE 11, 2019
KBC. I absolutely love the example of the KBC Mobile app that allows you to park in any Q-Park-parking without the need for a ticket, payment or any manual action. The only thing that you need to do – once – is to link your car’s licence plate to your existing account in KBC Mobile, and that’s it. After that, you can drive in and out of the parking’s buildings without doing anything: the barriers open automatically, and when you leave, the amount of your stay at the parking is automa
CX Journey
JUNE 10, 2019
If you're a speaker, thinking about becoming a speaker, an event organizer, or considering hosting an event in the near future, you'll definitely want to read this. And even if you're none of the above, please continue reading. And feel free to share this whitepaper with anyone you believe will benefit. I recently asked for feedback from speakers about their experience with event organizers and about their speaking experience, in general.
DMG Consulting
JUNE 12, 2019
DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report. 6/5/2019. New-gen solutions are the future of this mature sector. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 16th annual Contact Center Workforce Optimization (WFO) Market Share Report.
Customer Bliss
JUNE 12, 2019
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
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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.
The DiJulius Group
JUNE 12, 2019
The World At Your Service Celebrity Cruises’ service vision statement is “The World At Your Service.” Given that philosophy, it is no surprise that they have been selected as “Best Premium Cruise Line.” However, Celebrity, a client of The DiJulius Group, understands that the employees must experience world-class service on the inside first, long before.
CX Journey
JUNE 12, 2019
In today's post, I reveal the secret sauce for journey mapping success. Are you ready? There's a lot of bad press out there about journey mapping. And there's a lot of bad journey mapping (or what people think is journey mapping ). A few months ago, I shared my six-step journey mapping process. Remember, journey mapping isn't just a tool, it's also a process.
DMG Consulting
JUNE 11, 2019
DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. 5/23/2019. Foundational component of next-gen, digitally transformed service organizations. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report.
Help Scout
JUNE 12, 2019
I won’t tell you not to deliver a steak to an airport or spend 11 hours on the phone with a single customer. Those are real stories, but they’re also more about marketing than about service. Customer service is what happens to all the other people hanging on the phone while that one customer is chatting away. When businesses set up well-designed systems, they can deliver customer support that’s high quality, repeatable and scalable.
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.
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