CX Accelerator
FEBRUARY 6, 2019
Last week, Brittany Naylor (Vice President of Customer Support for Service Direct) queued up a wonderful topic in our CX Accelerator slack channel. It was "Next Issue Avoidance" and how support leaders are bringing this critical concept to life. For those not familiar, the idea of "Next Issue Avoidance" was introduced as part of "The Effortless Experience " in 2011.
Callminer
FEBRUARY 5, 2019
Learn 3 ways how you can improve your call center monitoring practices through call analysis and agent feedback. Including Analyze video!
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Intercom, Inc.
FEBRUARY 5, 2019
Developing a sales strategy is one of the core activities every business will have to undertake. You can delay it until you’ve acquired your first 100 or 1,000 customers, but at some point you’ll need to find sustainable traction in the market. A well defined sales strategy is your path to meaningful, sustainable growth. Get it right and watch your company’s growth trajectory go up and to the right.
Beyond Philosophy
FEBRUARY 6, 2019
Customer Experience as an industry is at a crossroads. As I have written before , the results that we should be seeing are not there. It’s time to put up or shut up. If we as an industry do not turn it around, we might see our budgets and headcounts reassigned somewhere else. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerTh
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
Taylor Reach Group
FEBRUARY 5, 2019
Lean Management is a customer-centric methodology used to improve the current business process by using the DMAIC (Define, Measure, Analyze, Improve, and Control) technique. Following the DMAIC blueprint will provide organizations insight into what the actual root cause problem is by measuring and analyzing various data sets, and developing process flow maps to understand the “as is” state.
Myra Golden Media
FEBRUARY 4, 2019
Inflammatory words and an aggressive tone heat up an interaction like an oven heats up a room. The five biggest mistakes I see customer service professionals make when talking to upset customers are: Aggressive tone – A direct or authoritative tone will quickly lead to an escalation in aggression or to a supervisor. Making threats – Spitting off, “Calm down or I can’t help you” will assuredly not make a customer calm down.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
FEBRUARY 8, 2019
Organizations do not have the luxury of focusing solely on operations these days. Over the past decade, retail as an industry has changed. To survive, retailers must put the customer at the center of everything they do. That said, not everyone believes it yet. <!–more–> Not so long ago, I was having a conversation in the C-Suite of a company about Customer Experience.
Heart of the Customer
FEBRUARY 7, 2019
As 2018 wrapped up, we finished mapping three very different B2B journeys – healthcare, manufacturing, and distribution. We found one major consistency: customers in all three reported recent backorder issues. The customers were all businesses, but that’s where their similarities ended. Some were mom and pop retail storefronts; others were global manufacturers whose names you […].
Totango
FEBRUARY 7, 2019
You should adopt a “time invested equals benefits gained” approach with your SaaS renewal best practices. With a focus on lifetime customer success rather than on quick revenue raising, you can turn your renewal process into a celebration of an ongoing partnership. It’s a customer-centered approach that reflects the broader economy we currently operate under, one where the customer expects individualized treatment.
Intercom, Inc.
FEBRUARY 6, 2019
As a product-first company, new product launches are a core part of Intercom’s DNA – which means there’s always an abundance of juicy launches for us product marketers to work on. Given our cadence of launches and updates, we’ve developed a pretty well-oiled launch machine over the past few years. Yet, as we’ve grown, we’re having to evolve our approach to deal with new challenges: We’re shipping more than ever – both smaller updates and big, high-impact features and products.
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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.
Beyond Philosophy
FEBRUARY 5, 2019
Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This was voted on by clients and peers, we couldn’t be more honored or proud. This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too. We share our 10-Step Plan for Success and ask our listeners, what would you do if you weren’t afraid?
Taylor Reach Group
FEBRUARY 8, 2019
The Taylor Reach Group, Inc., a globally-recognized call and contact center consulting and managed services firm focused on optimizing customer engagement, has announced that it is working with a worldwide leader in personal vision care. Taylor Reach is performing a strategic assessment that will include detailed analysis of the inner workings of the contact center, with focus on a holistic approach.
CSAT.AI
FEBRUARY 6, 2019
What goes into a quality QA process? Grab a cup of tea, coffee or liquid of choice and let’s talk quality assurance. It’s not the most exciting topic but a vital one to your company’s longevity. There are many QA tools that exist, but what is the main objective in using them? As a creator of customer service teams, Ty Givens, Founder of The Workforce Pro, has this to say: “For me, a good QA process tells me the following: 1.
Intercom, Inc.
FEBRUARY 4, 2019
A few months ago, I moved from one business area within Intercom to another, and in the process, I began to manage an existing team. Taking over such a team is always a challenge – the cogs are already spinning, everyone has probably formed opinions about you, you don’t have deep context about anything and usually there is no time to slow down. The process has taught me quite a bit about the dynamics of managing an existing team, so let me share some thoughts on what’s important, and what’s not
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.
Totango
FEBRUARY 5, 2019
Fear of customer churn can make you feel you’re standing above a trap door, like the floor could fall away at any moment. But you’re not a passive victim. We believe in data-driven, proactive customer success that lets you take control of your churn risk and strengthen your customer relationships. Reducing churn in this customer-centered subscription economy means placing the customer at the center of everything you do.
Customer Service Life
FEBRUARY 4, 2019
The text of this article originally appeared on the ICMI blog on December 5, 2018. Click here to read the original and click here to watch a video where I discuss the content of this article. Hint: Focus on Agent Performance. If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation.
Lumoa
FEBRUARY 7, 2019
We asked Dennis Snow how to build customer centric culture and what customer experience means when working at Disney World.
Intercom, Inc.
FEBRUARY 8, 2019
SingleGrain CEO Eric Siu recently shared the mic with our COO Karen Peacock on the Growth Everywhere podcast, discussing everything from her college days to her journey from Intuit to Intercom. Listen to the podcast in full here. Short on time? Check out the key takeaways below. What was Karen’s career path to this point? Karen received a BA in applied mathematics from Harvard and an MBA from Stanford.
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.
The DiJulius Group
FEBRUARY 6, 2019
Customer service and soft skills are not common sense, they are not innate, and people are not born with them. The quality of your customer service, and the level of your organization’s customer service, comes down to one thing and one thing only: The service aptitude of every employee you have. The most critical component. Read Full Article. The post Top 7 Soft Skills Your Employees Need To Be Trained On appeared first on The DiJulius Group.
Fonolo
FEBRUARY 7, 2019
‘Service level’ measures the accessibility of a company to their customers, and that company’s ability to manage call volume fluctuations and execute their staffing strategy. It is directly tied to customer service quality and is often a vital indicator of a contact center’s overall performance. A declining service level can point to a number of issues: Poor scheduling; calls taking longer than expected; unplanned call fluctuations; and much more.
UJET
FEBRUARY 7, 2019
Communication has existed for millions of years. Animals have various forms of communication and scientists discovered cave paintings dating back more than 64,000 years ago. Communication can be verbal, visual and even physical, but all have the same purpose. It’s to convey a message.
Intercom, Inc.
FEBRUARY 7, 2019
Today, we’re launching our app for the Microsoft Outlook calendar , which makes it easier than ever to book meetings with leads and customers, so you can sell more, faster. Sales meetings are a critical step in your sales funnel, whether you’re focused on closing deals with qualified leads and target accounts or increasing revenue from existing customers.
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
Beyond Philosophy
FEBRUARY 5, 2019
Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This was voted on by clients and peers, we couldn’t be more honored or proud. This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too. We share our 10-Step Plan for Success and ask our listeners, what would you do if you weren’t afraid?
Fonolo
FEBRUARY 6, 2019
Containment rate is a well-established performance metric in the customer service world, but not as well-known as NPS or hold time. I would say it’s on the “wonkish” side as far as metrics go. So, you can imagine my delight to see “containment rate” mentioned in a New York Times Op-Ed last week! Not surprisingly, it was in the context of a “robots-will-take-our-jobs” thesis, but it at least was a more nuanced approach than what we usually see in the mainstream press.
Customers That Stick
FEBRUARY 7, 2019
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Chip Bell
FEBRUARY 5, 2019
My very rural hometown was (and is) in the middle of hunting country. And, I lived on a farm deep in the pine woods on the edge of a swamp. As a youngster I hunted dove, quail and squirrel that often wound up on our supper table. I do not hunt today but my younger brother has continued the sport at the graduate level—he hunts deer and wild boar—with a bow!
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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.
Transcosmos
FEBRUARY 5, 2019
The benefits of outsourcing are aplenty – reduced costs, streamlined operations, increased flexibility for your business, and more. With fast-paced innovations in tech, the outsourcing industry is poised to evolve, too. Nowadays, the extent of what you can outsource is constantly increasing as it’s no longer limited to IT functions or customer service.
Fonolo
FEBRUARY 5, 2019
Last week, Fonolo hosted an insightful live discussion on the future of BPOs. The expert panel discussed whether reshoring is a permanent trend, the impact of AI on BPOs, and so much more. To save you some time, we’ve extracted video snippets showcasing highlights from the discussion. First, let’s take a quick look at the panel of speakers: Reagan Miller , Jeremy Watkin , Thomas Laird , and Shai Berger.
ProProfs
FEBRUARY 6, 2019
In fact, an increasing number of enterprises are turning to eLearning as a convenient and cost-effective way of training employees as compared to traditional classroom-based training. According to data from the eLearning platform Zeqr, the value of global learning management system (LMS) market will be pegged at $19.05 billion by 2022. In addition to this, 98% of organizations said they would implement videos as a part of their digital learning strategy.
Customer Bliss
FEBRUARY 8, 2019
Today, we’re doing something a little different; The Chief Customer Officer Human Duct Tape Show is in both video and audio form. I think you’re really going to enjoy this conversation between myself and Ben Steele , Executive Vice President, and Chief Customer Officer at REI. So please do listen to the full interview! I really admire REI as a brand; I actually featured them in my latest book, Would You Do That to Your Mother?
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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