Callminer

JULY 1, 2018

There is a way to safeguard your customers and your business from fraud - speech analytics.

207

207

Intercom, Inc.

JULY 2, 2018

Technology firms have a long and storied history with commercials. Just reading that sentence you’re probably already thinking about half-time Super Bowl commercials. Or annoying YouTube pre-rolls that leave you puzzled as to what the company actually does. In fact there’s a whole genre of tech company videos that are so clichéd – fast edits, shiny happy people, repeated lines of script, emotional cues and images of bakers (think about it) – it’s become easy to poke fun at them.

Sales 199

Sales Technology Technology 199

Retently

JULY 2, 2018

Satisfied clients don’t just help your company generate more leads and acquire more business; they also enable you to increase the customer lifetime value , reduce your churn rate and finally bring in more revenue. How likely are your customers to recommend you to their friends, colleagues and work acquaintances? Wouldn’t it be convenient if there was a metric that you could use to assess that?

Net Promoter Score 136

Net Promoter Score NPS Customer Satisfaction Start-ups 136

Customers That Stick

JULY 5, 2018

Let’s just say it right here at the start — dealing with difficult customers stinks. Having provided customer service training to thousands upon thousands of people at all levels of organizations, I’ve learned that there is one thing every person who works with customers wants to know: how to successfully navigate difficult customer service situations and customers.

Customer Service 119

Customer Service Customer Experience 119

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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.

Contact Center

Callminer

JULY 4, 2018

A contact center must look at agent productivity, expenses, and eliminate steps in the agent’s process.

Contact Center 182

Contact Center 182

Intercom, Inc.

JULY 6, 2018

If you’ve ever looked at your diary, notebook, sticky notes and email inbox in the middle of a busy sales period and thought, “This isn’t working,” you’re not alone. For years, I used to try to organize my thoughts and ideas without structure, missing sales opportunities and forecasts as a result. Then, I found the answer – the concept of a sales pipeline.

Sales 197

Sales Start-ups 197

Taylor Reach Group

JULY 4, 2018

By: Colin Taylor . Why would you want to retain a consultant? Common wisdom would have it that all they do is “borrow your watch and tell you the time”. What can a consultant really bring to the table that can assist your center and your organization when you a looking at moving or establishing a new center? Seven Reasons You Need a Consultant’s Expertise When Selecting a Contact Center Location.

Contact Center 109

Contact Center Government CX 109

Callminer

JULY 5, 2018

When it comes to improving efficiency, many call centers choose to record phone calls and track average handle time , and first call resolution rates. The less effort required on every call should lead to agents being able to assist more customers. Call center efficiency actually results from the agents’ drive, motivation, and their overall well-being.

Compliance 157

Compliance Contact Center Social Media Customer Satisfaction 157

Intercom, Inc.

JULY 4, 2018

One of the lures when I joined Intercom in 2014 was that it sold itself as a product-first company. We continue to repeat that mantra to ourselves today, and we say it to anyone who’ll listen. We thump our chests when we say that. It’s a badge of honor – a badge of legitimacy – a badge of a new, better way of building a company. But, there’s a hidden arrogance inside that product-first mindset, and traps that await those who adopt it.

Gambling 191

Gambling Start-ups Innovation Sales 191

Beyond Philosophy

JUNE 30, 2018

Colin Shaw and Professor Ryan Hamilton discuss non-conscious influences: What are subliminal messages? How do they affect your behavior? Can we use them when building a customer experience? The post How Small Things Influence Customer Behavior. appeared first on.

Customer Experience 107

Customer Experience 107

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.

B2C

Fonolo

JULY 5, 2018

What does the future hold for customer service? A common theme in answer to this question is, “Improvements in automation and self-service will erode the importance for call centers.” That theme gets reinforced every time you read an announcement from a company touting success of a new automation project. It also gets strengthened by the marketing efforts of all the vendors selling self-serve technology.

Contact Center 100

Contact Center Gaming Technology Technology 100

ProProfs

JULY 1, 2018

Are you still using a locally-hosted solution for all your business training needs? If yes, then chances are you have experienced difficulty in handling processes like installing regular updates and downloading new software. Like always. Moreover, you might be paying extra charges for the same! Instead of going through all these obsolete and expansive (and expensive) tasks, why not migrate to a cloud-based LMS?

Real Estate 83

Real Estate Compliance Social Media Healthcare 83

Intercom, Inc.

JULY 5, 2018

Doug Landis often sees an unsuccessful sales pitch stumble straight out of the gate. Specifically at the very first slide in the pitch deck. The problem, Doug says, is salespeople tend to focus too much on their company and the names on their client roster, rather than connecting with their audience. The easiest way to do that? Tell a compelling story.

Sales 171

Sales Start-ups Gambling B2B 171

Beyond Philosophy

JULY 6, 2018

Many drivers of human behavior can be traced back to caveman days. Colin Shaw and Prof. Ryan Hamilton explore what they are, how you can identify them, and what you should do to respond. The post Understanding Customer Basic Instincts appeared first on.

79

79

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.

Actionable Insights

DMG Consulting

JULY 2, 2018

Best Practices for Managing Cloud Technology Solutions. 7/2/2018. By Donna Fluss. DMG helps companies select all types of contact center and back-office systems. During the past few years, many of our clients have expressed an interest in acquiring cloud-based systems. Here are a few notable trends in the adoption of cloud-based solutions: Most acquisitions of contact center infrastructure, such as automatic call distributors (ACDs) and interactive voice response systems (IVRs); customer relatio

Technology 67

Technology Technology Contact Center Customer Relationship Management 67

Taylor Reach Group

JULY 6, 2018

Over the past few weeks, we have be posting a series related to Contact Center industry statistics. Previously, we discussed statistics related to the organization and customer journey mapping. as well as statistics related to the various Contact Center channels. Below, we will be discussing Contact Statistics related to the various technologies within the Call Center.

Contact Center 58

Contact Center Technology Technology Customer Journey Map 58

Intercom, Inc.

JULY 4, 2018

One of the lures when I joined Intercom in 2014 was that it sold itself as a product-first company. We continue to repeat that mantra to ourselves today, and we say it to anyone who’ll listen. We thump our chests when we say that. It’s a badge of honor – a badge of legitimacy – a badge of a new, better way of building a company. But, there’s a hidden arrogance inside that product-first mindset, and traps that await those who adopt it.

Gambling 165

Gambling Start-ups Innovation Sales 165

UJET

JULY 5, 2018

Decades ago, when business was mostly done in person or over the phone, it was easier to grasp a customer's satisfaction level. Happy customers smiled and said, “Thanks, see you next time.” Happy customers shook your hand and left good tips. They said things like, “You know, I told my brother about this place,” and so on.

Customer Satisfaction 56

Customer Satisfaction Net Promoter Score Contact Center Customer Service 56

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

Customer Satisfaction

TeamSupport

JULY 6, 2018

The concept of a KPI (Key Performance Indicator) is common in the business world, yet for some customer support teams it may be new terminology. A KPI is a measurement of your operations that you can compare over time to see how your business has changed. With more companies realizing that customer support is a profit center and not a cost center , measuring KPIs in the industry has been a hot topic.

B2B 49

B2B Sentiment Analysis Sales Customer Service 49

SugarCRM

JULY 3, 2018

Yet again, when it comes to customer satisfaction – Sugar delivers! SugarCRM has once again come out on top as the leading CRM platform, for the fourth consecutive year. The results are in from PC Magazine’s annual Business Choice survey, which asks readers for their opinion on reliability, tech support experience and overall satisfaction on a range of CRM platforms. 98 companies in total were scored, of which only six made the mark with only one clear winner – SugarCRM, with outstanding s

Net Promoter Score 49

Net Promoter Score CRM Innovation Customer Satisfaction 49

Intercom, Inc.

JULY 5, 2018

Doug Landis often sees an unsuccessful sales pitch stumble straight out of the gate. Specifically at the very first slide in the pitch deck. The problem, Doug says, is salespeople tend to focus too much on their company and the names on their client roster, rather than connecting with their audience. The easiest way to do that? Tell a compelling story.

Sales 163

Sales Start-ups Gambling B2B 163

Customer Bliss

JULY 3, 2018

How do you transform a bureaucracy that was generations in the making? In today’s episode, I speak with Greg Derwart , Managing Director, Administration & Customer Experience at Maryland Department of Commerce. We explore transforming customer and employee experience within a state government agency, and how this work is managed across multiple departments and agencies.

Government 48

Government Customer Experience Management Customer Experience Start-ups 48

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Customer Service

Customer Experience Matrix

JULY 3, 2018

Yesterday brought news that Acxiom had agreed to sell its marketing services business to Interpublic Group , a major ad holding company, for $2.3 billion. Acxiom will retain LiveRamp and do business under that name. Acxiom had restructured itself in March into the Market Services and LiveRamp groups and announced it was looking at strategic options, so the deal wasn’t especially surprising.

Government 48

Government Omnichannel Direct Marketing Technology 48

Myra Golden Media

JULY 2, 2018

Most of your customers are reading the emails you send on their phones or tablets. And they’re reading your messages while they’re on the go, or doing a couple of other things. Like you, your customers are busy. You can make it easy for customers to quickly read and understand your message by doing just a few key things. Just as companies design their websites for customers to access information with just a few clicks, you need to structure your emails, so that they can be quickly read, and unde

Customer Service 48

Customer Service Customer Experience 48

Intercom, Inc.

JULY 6, 2018

If you’ve ever looked at your diary, notebook, sticky notes and email inbox in the middle of a busy sales period and thought, “This isn’t working,” you’re not alone. For years, I used to try to organize my thoughts and ideas without structure, missing sales opportunities and forecasts as a result. Then, I found the answer – the concept of a sales pipeline.

Sales 138

Sales Start-ups 138

DMG Consulting

JULY 2, 2018

Question: We use a content management system for our internal documentation. Is that the same as knowledge management? Answer: Robotic process automation’s two primary categories, attended and unattended, both perform automated processes by emulating human workers. Unattended automation is used to fully automate high-volume transaction-based activities and processes.

Contact Center 48

Contact Center Start-ups 48

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

Retail

CX Journey

JULY 5, 2018

Image courtesy of Pixabay I originally wrote today's post for Logi Analytics. It appeared on their blog on December 14, 2017. Data is just data until you do something with it, right?! That statement has plagued companies for a long time. For a variety of reasons, not the least of which is that they just don’t know what to do with the data. In December 2017, I hosted a webinar with Logi Analytics titled 5 Steps to Making Data Actionable , in which I shared tips on moving beyond data for the sake

Customer Feedback 47

Customer Feedback Innovation Start-ups Customer Experience 47

Hodusoft

JULY 6, 2018

Contact centers must grapple with various issues as they grow in size and handle different accounts and services. Keeping callers satisfied is a prime requisite. The other side of the coin is employees and how to handle this resource in the most efficient way. As workforce grows, task distribution can become skewed leading to a heavy load on some and idle time for others.

Contact Center 40

Contact Center Artificial Intelligence CRM Omnichannel 40

Intercom, Inc.

JULY 2, 2018

Technology firms have a long and storied history with commercials. Just reading that sentence you’re probably already thinking about half-time Super Bowl commercials. Or annoying YouTube pre-rolls that leave you puzzled as to what the company actually does. In fact there’s a whole genre of tech company videos that are so clichéd – fast edits, shiny happy people, repeated lines of script, emotional cues and images of bakers (think about it) – it’s become easy to poke fun at them.

Sales 136

Sales Technology Technology 136

TeamSupport

JULY 6, 2018

The concept of a KPI (Key Performance Indicator) is common in the business world, yet for some customer support teams it may be new terminology. A KPI is a measurement of your operations that you can compare over time to see how your business has changed. With more companies realizing that customer support is a profit center and not a cost center , measuring KPIs in the industry has been a hot topic.

B2B 40

B2B Sentiment Analysis Sales Customer Service 40

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