Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?
Callminer
APRIL 2, 2019
We are well within the “Age of the Customer”. The first step toward competing successfully in this era is capturing the voice of the customer.
Callminer
APRIL 2, 2019
We are well within the “Age of the Customer”. The first step toward competing successfully in this era is capturing the voice of the customer.
Customer Service Life
APRIL 1, 2019
This post was originally posted as a featured contributor on ICMI. Eat only healthy snacks at work, lose weight and burn calories through your daily exercise. Save your company gobs of money by not getting sick. If this is all your workplace wellness program includes, it stinks. And, your employees are likely sick of it. Creating a wellness program at your office is all the rage.
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Intercom, Inc.
APRIL 2, 2019
For many Sales Development Representatives, the natural next step in your career is to move into an Account Executive role. But bridging the gap from SDR to AE and proving you’re ready to take the next step isn’t always straightforward. The skills and mindset required to be an AE are quite different from that required of an SDR. While SDRs play an important role in acquiring and qualifying new sales opportunities , AEs are tasked with taking that initial interest from a prospect and turnin
Beyond Philosophy
APRIL 4, 2019
Brands are everywhere. Everybody feels like they understand what brands are. However, when we ask the fundamental questions of “What is a brand?” and “What does that mean?”, there’s a surprising amount of variation in opinion. Branding is a critical topic in Customer Experience. We discussed where branding and Customer Experience interact and prioritize in a recent podcast.
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 Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom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
MARCH 31, 2019
Call center regulations are complex and stringent. Here's what a panel of 22 experts had to say about what they’d change about call center regulations.
Myra Golden Media
APRIL 1, 2019
1. Label the Employee’s Emotional Reaction. When you merely label what you think your employee is feeling, you show your understanding while at the same time expressing empathy. Labeling is just naming what you observe. Don’t judge or harp on the issue. Here’s what labeling looks like. “It sounds like you disagree with my perception of you coming across as terse.” “It seems like you feel this expectation is unfair.” Most employees respond to successful l
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
APRIL 5, 2019
Being the Guardian of Your Service Culture. Keeping up your culture of customer service is not easy. Leadership in many organizations find maintaining the customer service culture they have established is a substantial issue. In this episode of The Intuitive Customer podcast, we spoke with three-time best-selling author, coach, and conference speaker Marilyn Suttle.
Totango
APRIL 2, 2019
From the moment a customer buys your product or subscribes to your service, they’ve chosen to take a journey with your brand. It’s a journey that promises recurring value, and it’s your job to make sure that every step of the way leaves a positive impression on the customer. So, how can you understand the customer experience and know when to offer extra support to grow your relationship?
Myra Golden Media
APRIL 2, 2019
Your communication ability, leadership strengths, ambition, and people skills got you this promotion. Now comes the hard part – dealing with conflict, giving feedback, toxic employees, and managing your time. You can’t lead your company in delivering exceptional customer experiences if you don’t get first the people management down.
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.
ProProfs
APRIL 5, 2019
To win in the marketplace, you must first win in the workplace. – Doug Conant, American businessman. In a bid to stay one step ahead of their competition, organizations everywhere are turning to their most valuable resource – employees. Businesses today invest a hefty amount of money, time, and efforts in providing opportunities for growth and development to their workforce.
Taylor Reach Group
APRIL 5, 2019
AHT: the Most Misunderstood Metric in Call or Contact Centers. By John Cockerill. Average handle time is a wonderful tool. Everybody uses it and they believe they use it correctly. It’s a good measure particularly when you’re looking in a specific channel as to what is the midpoint of all of the call (contact) lengths that you’re taking in the center.
Fonolo
APRIL 3, 2019
… And w e’re back with another round of the latest and greatest in the customer experience game. Let’s put our hands together and give it up for the 2019 winners of Fonolo’s Customer Experience Excellence Awards! Now in its 4 th year, the Customer Experience Excellence Awards examine the work of outstanding contact centers from all industries and regions.
Myra Golden Media
APRIL 1, 2019
Let’s say have a customer who right out of the gate demands to talk to a supervisor. You can take the three easy steps I teach in my workshops to keep some customers from escalating. 1. Recognize/Acknowledge. When a customer immediately asks to speak to a supervisor, not wanting to give you a chance to assist, you can Recognize emotions like this.
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.
Lumoa
APRIL 3, 2019
Find out what it takes to create effective customer surveys and start sending customer surveys right away!
Taylor Reach Group
APRIL 2, 2019
Quality is a critical support function in call and contact centers. In this interview, Colin Taylor and John Cockerill discuss Quality Assurance, Compliance, outsourcing and the risks and opportunities that can be found by a closer look at your contact centers’ quality program. Colin: Hello and welcome to Talking Contact Centers. My name is Colin Taylor.
Heart of the Customer
APRIL 3, 2019
Note: We’re celebrating the upcoming launch of our new book “How Hard Is It to Be Your Customer? Using Customer Journey Mapping to Drive Customer-Focused Change,” by Mapper-In-Chief Jim Tincher and B2B Practice Lead Nicole Newton. We’re using the launch as a cheesy excuse to walk through the Five Journey Mapping Questions. Two weeks ago, […]. The post Who’s the Right Customer to Map?
Customer Bliss
APRIL 5, 2019
How does a legacy organization integrate digital media in a way that facilitates a meaningful customer experience? Todd Unger , Chief Experience Officer and Senior Vice President of Physician Engagement at the American Medical Association (AMA), shares insights, and lessons he’s learned along the way, while leveraging his background in product development, and marketing and advertising, to transform a 170-year-old company’s communication methods into the world of digital.
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Fonolo
APRIL 2, 2019
One of our goals with the Fonolo blog is to expose our readers to a broad range of voices on a broad range of topics. We share a lot of diverse content, including lists of industry reports , links to discussion groups , and our own white papers. I know it can be hard work to keep up with all that reading. Sometimes, for whatever reason , you’re in the mood for some lean-back content.
C3Centricity
APRIL 3, 2019
How hard is it to write a marketing plan? After all, every marketer writes one every year, so how difficult can it be, right? Well, writing a marketing plan isn’t hard at all, but writing a winning plan is very difficult. And time consuming. And getting it approved by your executive board is perhaps the most challenging part of all. Management are renowned in most organisations for “innocently” posing questions when passing marketers in the corridor or while socialising at a company event.
Chip Bell
APRIL 2, 2019
I have a new handyman. And, Mike is terrific. It all started with a really simple chore—power washing a sidewalk and applying a concrete sealer. I had power washed it before but the sycamore trees nearby had stained the concrete so much it needed a pro with an industrial strength power washer. Mike came highly recommended. Mike showed up on time, had a very cheerful attitude, gave me a reasonable price, and offered to do the decks nearby at no extra charge.
Totango
APRIL 5, 2019
Customer success metrics are used to discover what kind of customer experience you are really delivering. You can position yourself as a customer-centered business and embrace a company-wide ethos of nurturing customer growth, but you still need to know if the product is having a practical, positive impact on a customer’s daily workflow. The goal of customer success is to generate recurring revenue by creating customer lifetime value.
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.
The DiJulius Group
APRIL 3, 2019
The 3 Best Ways To Interview Potential Employees The biggest problem with the typical interview process is that most intelligent candidates can game it. Everyone knows they are going to get asked, “Tell me two negatives about yourself.” A well-prepared candidate will respond, “I am a perfectionist and workaholic.” The companies that hire the best. Read Full Article.
UJET
APRIL 4, 2019
Pre-internet customer support consisted of in-person help at a retail store to return an item, get product help or speak to a salesperson about a potential purchase. Call centers, originally known as private automated business exchanges , were created in the 1960s. Interactive voice response (IVR) was invented In the early 1980s and continues to be used today.
CSAT.AI
APRIL 3, 2019
Via phone, chat, or in-person, employees have the power to create the kind of energy that nurtures customer loyalty. Empower them with information and invest in them as people because employee engagement and happiness has a direct impact on CX. Empower Employees with Information. My friend recently visited the UK where she made a point to check out a very famous tea purveyor’s newest store.
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?
Fonolo
APRIL 1, 2019
Here at Fonolo, we understand the many issues call centers face in regards to staffing, spikes, hold times, call abandonment, and more. That is why we’ve tasked ourselves to research the best solutions to deal with these problems head-on. While nothing can beat call-backs in improving your call center experience for both customers and agents, we are happy to announce the findings from our years of research.
Myra Golden Media
APRIL 4, 2019
Are Your Employees Blocking Your Customer Satisfaction Surveys? “In about a week you’ll get a survey from us. It’s pass or fail. If you don’t give us all perfect marks, I’ll be penalized. So, if you don’t like your experience today, please don’t fill out the survey.”. Actual words from an employee seconds after completing a sale with me. If you’re not getting back as many customer satisfaction surveys as research says you should be getting, you need to check to make sure your employees aren’t bl
Steven Van Belleghem
MARCH 31, 2019
Macy’s – a shop assistant that’s always available. If you’re anything like me, you’ll want your shopping to be done in a fast, frictionless and efficient manner. Yet how often does it happen that there’s no shopping assistant around when you need help? So it’s really great to see that department store chain Macy’s is testing IBM Watson cognitive AI technology to help guide shoppers within their stores.
CX Journey
APRIL 3, 2019
Image courtesy of Pixabay If you don't know by now, customer understanding is the cornerstone of customer-centricity. Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that. What is customer-centricity? A lot of people talk about being customer-centric, but it’s one thing to say that and another to be it!
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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