Callminer
APRIL 15, 2019
CallMiner's VP of AI Rick Britt and Senior Data Scientist Yang Liu answered questions from their user community on a variety of topics on artificial intelligence (AI) in the contact center.
Intercom, Inc.
APRIL 15, 2019
One of the product design principles we have at Intercom is “What you ship is what matters.” But what do you ship? It’s a fundamental question that every product designer needs to ask themselves. Click to enlarge. There are three potential answers: “I ship design.”. “I ship a product.”. “I ship a business outcome.”. Designers who say that they ship design might often feel frustrated.
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Beyond Philosophy
APRIL 18, 2019
If you give people the option to shop somewhere that only had a few choices or another venue with a wide selection, people almost always go for the larger selection. However, sorting through options can feel overwhelming. Too many choices in your Customer Experience are a terrible thing. Of course, too little choice is not great either. We discussed the issues with too many options in a recent podcast and what you can do to make customer’s decisions easier in your Customer Experience.
Lumoa
APRIL 14, 2019
New features are available in Lumoa. The update includes new and improved features such as; a new and fresh dashboard design, new timeline chart and new and easier time range selectors.
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
Callminer
APRIL 17, 2019
Here are a few “do’s and don’ts” to consider from CCW interview when integrating a customer engagement analytics platform to improve your business strategy.
Intercom, Inc.
APRIL 16, 2019
As your sales organization scales up, there’s one function that becomes crucial to your ability to drive revenue efficiently – sales operations. Until Xerox created the first team in the 1970s, sales operations didn’t exist. Fifty years later, it’s still one of the hardest functions to nail. On the surface, their mission is simple: enable the sales organization to run better and faster.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
DMG Consulting
APRIL 16, 2019
Question: We are just getting started with speech analytics. Aside from the tactical uses, what are the top ways we should use this solution to get the maximum benefits? Answer: Enterprise executives who are not thinking more broadly about the uses of solutions like speech analytics are leaving cost savings and valuable benefits on the table. Analytics-enabled quality management (AQM), capturing the voice of the customer, compliance management, and sharing/leveraging results from interaction (sp
Fonolo
APRIL 16, 2019
It’s our turn. If you’ve had your eyes on the Fonolo blog for the past nine years, you know that in that time we have dedicated ourselves to bringing you news and views of all kinds that impact the customer service and contact center spaces. Sometimes, though, we have to turn the microphone towards ourselves and give voice to our own customer service happenings and the hard-working customer support contingent that buoys our own brand.
Intercom, Inc.
APRIL 18, 2019
But it can be a real challenge knowing that’s what you’re doing from the outset. In late 2007, a pair of roommates found themselves scraping their wallets to come up with enough cash to cover their exorbitant San Francisco rent. They noticed that a big design conference was coming to town, and all the hotels were booked. That’s when they came up with a brilliant idea – selling airbeds on their apartment floor for $80 a night.
Beyond Philosophy
APRIL 19, 2019
Is Facial Recognition Creepy or Is It Just the Future? Technology can analyze people’s facial expressions and determine what emotion they feel. It’s called Facial Expression Analysis and it uses Facial Recognition technology. This technology presents the most authentic option for capturing data on customers’ emotions during your Customer Experience.
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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.
Customer Service Life
APRIL 16, 2019
This article was originally published on the FCR blog on March 22, 2019. Click here to read the original. Image by Adriano Gadini from Pixabay. I recently contacted a company for customer service regarding a piece of software that was critical to me finishing a project. After sitting on hold on the phone for about five minutes I hung up and opted for live chat.
Taylor Reach Group
APRIL 16, 2019
By Colin Taylor. I read an interesting article by Jennifer J Deal at strategy+business looking at five myths we hold about Millennials. For the past number of years we have all heard horror stories about organizations that gave away iPads, spot bonuses, socially conscious and social responsible activities, but still had staff leave for greener pastures.
Myra Golden Media
APRIL 15, 2019
I end all of my customer service workshops by asking participants to write down three words. Start, Stop, and Continue. Then I invite them to reflect on the day by jotting down: One thing they will START doing based on something they learned in the training. One thing they’ll STOP doing because they’ve discovered this thing is not useful, or it’s holding them back.
C3Centricity
APRIL 17, 2019
Just like most entrepreneurs and business people, I go to my fair share of conferences. One that stays in my memory for many reasons, was an event I attended in San Jose, California. Some say California is the centre of internet marketing; the San Francisco area for technology and San Diego for marketing. I tend to agree after having recently attended events in both cities.
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.
The DiJulius Group
APRIL 17, 2019
Being a great leader today is tough. You need to be smart, agile, open-minded; the list goes on and on. However, the most critical skill any leader (executive, supervisor, teacher, coach, or parent) needs to master and execute to help others obtain their highest potential is the ability to “Encourage”. Encourage = In-Courage The. Read Full Article. The post The #1 Skill A Great Leader Needs To Master appeared first on The DiJulius Group.
Fonolo
APRIL 17, 2019
It was just last year that Air Canada was flying high after being named Best Airline in North America by Skytrax, an independent U.K. research firm that surveys 20 million global travelers yearly. Another fun fact: Air Canada is the only four-star-rated international carrier in North America. This certified airline rating system is recognized as an industry benchmark of airline standards in airport and cabin staff services’ onboard products; and business-class lounge offerings.
TeamSupport
APRIL 19, 2019
Great customer service agents are invaluable in any business. Not only can they make your customers happy in an instant, but they can completely change the perception of your company. Finding these great agents, however, isn’t easy. Here are twelve customer service skills all great agents need and what you should look for when building your team…. 1) Product and industry knowledge – This skill is required because it’s a huge confidence boost to agents.
Totango
APRIL 18, 2019
The new customer-centered economy marks a fundamental change in the business/customer relationship. It’s no longer wise for businesses to focus the majority of their efforts on seeking new customers. After all, recurring revenue business models revolve around customer subscriptions that must be paid for or renewed monthly or annually. But they aren’t a guarantee of revenue; customers can cancel at any time.
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.
ClearAction
APRIL 17, 2019
CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. This type of leadership is indeed rare: it wasn’t the nucleus of your university’s business curriculum, it’s not yet central to Wall Street’s conversations about your company, and it’s not yet the focus of prominent business journals.
ProProfs
APRIL 15, 2019
Human resources department is often viewed as a one-dimensional approach. But it is more than just focusing on talent management or keeping the employees aligned with the policies and goals of an organization. The responsibility of a human resources professional is complex and challenging. Of late, there is a huge transformation in the way of employment, innovation, and entrepreneurship in the HR departments.
Fonolo
APRIL 18, 2019
Call center executives are constantly under pressure to find cost-savings. Yet, according to the Harvard Business Review (HBR) , “acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing one.” The key takeaway is that you cannot skimp on customer service. So, how do you reduce costs while not damaging your customer service function?
Totango
APRIL 16, 2019
Congratulations! You’ve won a new customer and helped them learn how to use your product or service. What happens next? In a perfect world, the customer would fully leverage it, then spread the word about your business to their friends and community. But in reality, all products and subscriptions have a learning curve that can block a customer from fully adopting the product.
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
DMG Consulting
APRIL 16, 2019
Essential Role of Contact Centers in Digital Transformations. I’ve got a bone to pick with enterprise technology decision-makers. We’re in the period of digital transformation, but surprisingly, contact centers are sometimes left out of these initiatives. Eventually, someone reasonable comes along and points out the necessity of including the primary customer-facing department in the digital transformation.
CSAT.AI
APRIL 18, 2019
The call center has been the foundation of customer service for a long time. It is hard to imagine a future without them. Or is it? Millennials and Gen Z are the largest customer base in history and their habits are pushing for more than just a rainbow unicorn latte. They want customer service on their terms. Could Millennials and Gen Z be the death of the call center?
ProProfs
APRIL 18, 2019
“Things Grow Stronger When You Integrate” – Daniel Wilson. A learning management system or LMS by itself is a powerful tool for online employee training as well as eLearning purposes. But when you integrate it with another equally robust and useful tool, it becomes unbeatable. Watch this video: It is just like the case where two persons putting their heads together while working on a project is better than one handling it single-handedly.
Customer Bliss
APRIL 19, 2019
“The expectations of people, thanks to technology, are different. You want it now, you want it fast, you want good service, you want it with no friction,” says Fernando Machado, Global Chief Marketing Officer at Burger King, regarding the company’s transformation to improve its guest experience and meet customer needs. In this episode, Fernando, an extremely successful marketer who’s been featured in Adweek and Forbes , shares how he works closely with operations and the franchise owners t
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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.
DMG Consulting
APRIL 16, 2019
Workforce Optimization Ushers in the Real-Time Contact Center. By Donna Fluss. View this document on the publisher’s website. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. The call center liability recording/quality assurance market has evolved into the contact center workforce optimization (WFO) market, encompassing 13 application sectors: omnichannel recording; quality management; workforce management; coaching; e-learning
ClientSuccess
APRIL 15, 2019
When one looks at the typical SaaS method of sales and customer success, there is a clear funnel in place. While the awareness, education, and selection stages of the sales cycle are well-known and well-defined, the customer success side of this funnel is less well known. Onboarding, usage and impact, and growth are the subsequent customer success stages that make up the other side of this team funnel, and they’re actually some of the most important parts of a business.
ProProfs
APRIL 18, 2019
Construction is a complex industry where a plethora of parameters can have an impact on the design, development, and completion of a project. Without a doubt, training is one of those elements as it can influence the quality of the work on and off site. On top of that, the advent of online technologies such as the learning management system (LMS) has established new training requirements and standards for everyone involved in the sector.
CX Journey
APRIL 17, 2019
Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. In case you missed the first post in this series, you can find it here. Note that I haven't prioritized or categorized these mistakes, but take a close look at each one to ensure you're not committing any of them. If you recognize one, you've got to take corrective action immediately.
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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