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

Callminer

JULY 1, 2018

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

207

207

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

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: 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

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

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

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

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

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

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

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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.

VOC

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 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

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

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: 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.

AI

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 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

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

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: 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.

AI

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

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

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

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

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

Customer Experience

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

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

Customer Bliss

JULY 6, 2018

“An actionable, smart, and fun book everyone in hospitality should read. It gets us back to why we’re in business in the first place.” – Raul Leal, CEO of Virgin Hotels. My latest book, Would You Do That To Your Mother? The Make Mom Standard for How to Treat Your Customers has been on sale for a little less than a month now, and I’m immensely grateful for all of the positive reviews it’s received.

CXM 40

CXM CX Hospitality Hospitality 40

Confirmit

JULY 3, 2018

I’m very excited about the brand new Confirmit AIR awards. I confess, I have a vested interest as I’m part of the team managing the program, but I do think that Confirmit clients should be excited as well. We’ve created the awards to recognize innovation and excellence in Market Research and Insight practices, and goodness knows we have clients doing amazing things!

Innovation 40

Innovation 40

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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

1 to 1

JULY 5, 2018

Emerson College is launching a new program in Digital Marketing and Data Analytics to meet demands for marketing professionals who can combine both the art and science of the discipline in the digital age. Executive Director Mike McGuirk explains what prospective students should expect and how we as consumers will all benefit from data marketing transformation.

CX 20

CX 20

Fonolo

JULY 4, 2018

Full disclosure: I’ve been watching a lot of Star Trek: The Next Generation lately. And no, it’s not all about spaceship battles, alien encounters, and boldly-colored jumpsuits. It’s about the future (the year 2364 to be exact), and it gives anyone in the Customer Experience (CX) racket a lot to think about. One of the more fascinating components of each episode is the “futuristic” technology weaved into the story lines.

Customer Experience 86

Customer Experience CX Technology Technology 86

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

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.

Technology