eglobalis
JUNE 28, 2020
Customer Experience increase Adoption and Revenue and listen to customers. The post 6 Ways to Boost Customer Experience Design Adoption & Growth appeared first on Eglobalis.
CX Accelerator
JULY 1, 2020
Written by Nick Glimsdahl. We find ourselves in unprecedented – certainly, the word of the year – times. While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. One question asked repeatedly in this season is, “When will we return to normal?” But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to.
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Intercom, Inc.
JULY 2, 2020
This way of thinking about support is all about efficiency. If you can maximize your team’s productivity, you can help more customers at lower costs. And it makes sense: in order to be around to support your customers well into the future, you need a solid foundation for scale. . But obsessing over efficiency can mask what’s most important, and most rewarding, to support teams – actually helping customers.
Beyond Philosophy
JULY 2, 2020
Some people watch things happen, some make things happen, and some say, “what happened?” Some organizations out there concerning the pandemic (and maybe other things, too) are falling into that third category. In this issue, we will discuss how to avoid being one of them. There’s a silver lining in everything, even this pandemic. We discussed this subject in a recent podcast.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Callminer
JUNE 29, 2020
Top 10 tips for using an omnichannel strategy to meet your customers' high expectations for digital customer service across multiple platforms.
CX Accelerator
JULY 1, 2020
Written by Nick Glimsdahl. We find ourselves in unprecedented – certainly, the word of the year – times. While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. One question asked repeatedly in this season is, “When will we return to normal?” But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to.
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
JULY 1, 2020
I hope you’re safe and well. I’m sitting on my patio bursting with excitement to be telling you I’ve partnered with Microsoft and LinkedIn to help millions of jobseekers reskill to pursue customer service roles. Do you realize that right now, there are over 1.8+ million job openings for customer service positions (customer service specialist, customer satisfaction, CRM, and Admin analysis)?
Lumoa
JUNE 30, 2020
Acquisition and retention are of paramount importance if your business is to succeed. In this piece, find out three ways to juggle between the two seamlessly.
Fonolo
JUNE 30, 2020
So, you’re hiring a new call-center agent. The reality is, finding the perfect new hire can feel like a unicorn hunt. And even if you find them, they may not stick around; call centers are notorious for their high turnover. According to Avoxi , call center attrition rates hover around 33% on average. While these statistics may be sobering, don’t give in to the mindset that “any hire will do”.
Intercom, Inc.
JUNE 27, 2020
For Pride week, our LGBTI+ teammates have been sharing their lived experiences, including their coming out stories, how they’ve stayed engaged with their communities in light of COVID-19, and what ways they feel allies can best support LGBTI+ people. We’ve been releasing these interviews as individual episodes for their Intercom colleagues to hear across the week.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
Myra Golden Media
JULY 1, 2020
Customer Service Specialist is one of 10 jobs identified as having the most significant number of job openings*, have had steady growth over the past four years, pay a livable wage, and require skills that can be learned online. Here is a no-cost learning path with four of my LinkedIn Learning classes , to help you 1)build rapport, 2)control conversations, 3) create positive conversations with challenging customers, and 4) de-escalate intense interactions.
Totango
JUNE 30, 2020
Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have. Retaining those customers will require efficient, high-value communication between you and your customers.
PeopleMetrics
JUNE 29, 2020
In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. After publishing that blog post, I received a number of questions from clients and the CX community about what specific things should be done to welcome back customers and guests during the reopening process.
Kate Nasser
JUNE 28, 2020
Pick up on these customer cues & adapt to customer needs to deliver A+ customer service & customer experience. Here's how from Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post Customer Cues: Adapt to These Customer Needs | #CX #CustServ appeared first on KateNasser.com.
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
The DiJulius Group
JULY 1, 2020
1. Feature Article How to Stop Losing Your Customers By John DiJulius, Chief Revolution Officer One of the most frustrating pain points for customers is dealing with businesses that are paranoid of customers taking advantage of them. This leads to a significant amount of time spent by companies creating and enforcing policy versus creating. Read Full Article.
ProProfs
JULY 3, 2020
“An investment in knowledge pays the best interest.” – Benjamin Franklin. In a rapidly evolving world, continuous learning has become the best way to adapt to the changes. Educational institutions and corporates are moving away from the traditional brick-and-mortar learning system to faster and more efficient e-learning. A study conducted by Research and Markets shows that e-learning will grow to $325 billion by 2025.
Customer Bliss
JULY 1, 2020
Throughout these uncertain times of the pandemic, I’ve been fortunate to bring you conversations with incredible business leaders, authors, and experts through my podcast, The Chief Customer Officer Human Duct Tape Show , and through LinkedIn Live. These individuals have all had insightful advice and anecdotes to help us think through how to approach current business models and future ones, given how rapidly things are changing in the world.
Kate Nasser
JUNE 28, 2020
Pick up on these customer cues & adapt to customer needs to deliver A+ customer service & customer experience. Here's how from Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post Customer Cues: Adapt to These Customer Needs | #CX #CustServ appeared first on KateNasser.com.
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
The DiJulius Group
JULY 1, 2020
Dave Murray talks with Mike Rayburn – a guitar virtuoso, a wonderful comedian, and an awesome motivational speaker. Combine these three amazing talents and what you get is a keynote artist. Mike is a Hall of Fame speaker. He has given two TEDx Talks and has headlined at Carnegie Hall as a musician. Instead of. Read Full Article. The post 010: Becoming a Virtuoso with Mike Rayburn appeared first on The DiJulius Group.
ProProfs
JULY 3, 2020
During these trying times, an easy way to keep ourselves entertained and educated is just a click away. Yes, I am talking about quizzes. Whether it is about taking a fun quiz to kill some time or learning about a specific topic, quizzes are a great source of knowledge and entertainment. . However, browsing through innumerable quiz categories to find the right quiz can be a little tiring.
ClientSuccess
JUNE 30, 2020
Let’s step into the customer’s shoes for a minute: you’ve just completed a long (sometimes years-long!) sales process and are finally ready to get started with a new solution across your organization. And then, you hear the dreaded word onboarding. For some customers, it can seem as though the hard work is just starting. But for customer success professionals, it’s time to ask ourselves “Where did this negative stigma come from – and how can we change course?
Beyond Philosophy
JUNE 27, 2020
Never Let a Good Crisis Go To Waste. I am fond of an old saying that goes like, “Never let a good crisis go to waste.” Part of the reason I like it is it points out that even something as grim as the COVID-19 Pandemic has a silver lining. In this case, it presents an opportunity to reimagine what you do with customers and take advantage of the environment of change that the “new normal” in business will offer.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
The DiJulius Group
JUNE 30, 2020
Find out how to prevent Zoom fatigue and be the most productive version of yourself while immersed in a new work from home lifestyle. Throughout the past months, comments of “Zoom fatigue” have been mentioned in my client (Zoom) meetings, on social media, with co-workers, and in casual conversation with friends and family. I am. Read Full Article. The post Do You Know How to Cure Your Zoom Fatigue?
UJET
JULY 2, 2020
We’re thrilled to welcome two new members to our executive leadership team, Baker Johnson as Vice President of Marketing and Dave Bullock as Vice President of Engineering. Both Baker and Dave bring extensive experience in the contact center and SaaS space, leading and scaling teams to meet the growing needs of digital-first and smartphone-centric consumers and the increasing demand for cloud-native contact center solutions.
TeamSupport
JULY 1, 2020
Part 1 of this blog series explored the meanings of and differences between customer sentiment analysis and Customer Distress Index (CDI™)— customer sentiment analysis uses text to indicate a positive or negative tone to the communication and the TeamSupport CDI uses data to indicate whether a customer may be satisfied or frustrated. But why should B2B customer support teams pay attention to customer sentiment and CDI?
Hodusoft
JULY 3, 2020
Enterprise operations need the best communication platform. Naturally, VoIP is the best thing that happened to business and IP PBX simply transforms enterprise operations across the board. Current IP PBX software is much more than plain voice telephony; it is the all-in-one communication and collaboration platform you just cannot do without. You can buy and install a solution on-premise or opt for multi-tenant IP PBX software.
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
The DiJulius Group
JULY 2, 2020
What business isn’t using social media to connect with customers nowadays? If you aren’t, now is the perfect time to do so with all the crazy things happening in our world today. In Dan Gingiss’ book, Winning at Social Customer Care, he outlines a couple of things you need to consider when hiring someone to. Read Full Article. The post How You Can Win at Social Customer Care appeared first on The DiJulius Group.
UJET
JULY 2, 2020
We’re thrilled to welcome two new members to our executive leadership team, Baker Johnson as Vice President of Marketing and Dave Bullock as Vice President of Engineering. Both Baker and Dave bring extensive experience in the contact center and SaaS space, leading and scaling teams to meet the growing needs of digital-first and smartphone-centric consumers and the increasing demand for cloud-native contact center solutions.
TeamSupport
JUNE 29, 2020
B2B customer support has become more complex than ever…in a good way. By utilizing the many tools available—and more technologically advanced than ever—B2B companies are able to gauge how their customers are feeling and how satisfied, or not, that they actually are. Managing B2B customer support relationships is very different than managing individual consumers (B2C).
Confirmit
JULY 1, 2020
At many companies, security may be taken for granted, but at Confirmit, our Security and Compliance team never rests. That’s why we are extremely pleased to be able to say that Confirmit has, once again, successfully completed a “System and Organization Controls” - SOC 2 Type II examination for our Confirmit Horizons SaaS and Cloud offerings.
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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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