Intercom, Inc.
NOVEMBER 2, 2020
The start of any journey begins with consulting a map. But if you’re a product designer starting out on a new project, you might find yourself with a blank page, and the job of drawing the map: of defining the high-level design direction that your team is going to use to chart their course. Mess it up, and you could find yourself quickly marching your team off a cliff.
Heart of the Customer
NOVEMBER 5, 2020
In CX, we all focus on making the experience easier on our customers. (We even made it the title of our book.) But building loyalty isn’t as simple as removing friction. Don’t get me wrong. It’s definitely worthwhile to simplify your customer experience. Friction is a key driver behind loyalty destruction, and your organization will […].
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Fonolo
NOVEMBER 3, 2020
We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. One recurring theme was that of agent satisfaction. Our research for The State of the Contact Center 2020 Report indicates that the change to remote work, along with increasing public scrutiny and growing corporate EQ, will cement Agent Satisfaction as the ‘Master KPI’ on which all other metrics depend.
Beyond Philosophy
NOVEMBER 5, 2020
The last time you looked up product reviews, which ones did you notice first, 5-star, or 1-star? Also, how many 5-star reviews does it take to offset a 1-star review? Probably more than one. Today, I’m talking about why that is, and it comes down to two words that describe our instinctive behavior: Negativity Bias. We discussed Negativity Bias on a recent podcast.
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
Intercom, Inc.
NOVEMBER 5, 2020
This week, we’re putting the S in S.H.O.P. and considering the role of the Store. On the podcast, Dee Reddy talks to writer Deborah Fallows about seeing the retail landscape of small-town America from the sky; Director of City Design at the City of Melbourne Prof Rob Adams about urban regeneration for the retail space and the 20-minute city; and Intercom’s SVP of Product Paul Adams about the development and future of ecommerce.
Kate Nasser
NOVEMBER 1, 2020
If you want to awaken your empathy for others, find out what happened before in order to help them now. Kate Nasser The People Skills Coach™. The post What Happened Before Awakens Your Empathy Now | #PeopleSkills #LeadMorale #CX appeared first on KateNasser.com.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
TeamSupport
NOVEMBER 4, 2020
“It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness…” So begins the classic novel, A Tale of Two Cities , by Charles Dickens. It refers to the premise of the story: A time of despair and suffering on one hand, and joy and hope on the other. And it's how we began our story of two B2B customer support departments.
Zonka Feedback
NOVEMBER 2, 2020
We're ecstatic to announce and introduce Integrations to you at Zonka Feedback. Integrations will play a key role for you, our valued customers, to create seamless workflows with the tools you use and love. ??.
The DiJulius Group
NOVEMBER 4, 2020
How to Understand the Irreversible Impact of the Pandemic on Business 4 Quick Tips to Help you Make Price Irrelevant 1) Feature Story How to Understand the Irreversible Impact of the Pandemic on Business What a year 2020 has been! For the first time in my life, I understand the saying, “What doesn’t kill you, Read Full Article. The post How to Understand the Irreversible Impact of the Pandemic on Business appeared first on The DiJulius Group.
Intercom
NOVEMBER 4, 2020
The holidays are fast approaching, and for ecommerce businesses, that often results in significantly higher support volume for your team – which is set to further accelerate this holiday season due to the impact of COVID-19. The Conversational Support Funnel can help you stay on top of your support, without increasing your overhead. Below, we share our favorite tips for proactively and automatically resolving queries, at scale.
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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.
DMG Consulting
NOVEMBER 3, 2020
WFM Solutions for a more Agile Business World. Change is born of necessity. The business world today is dramatically different from what it was 15 years ago, and not just because of the pandemic. The workforce has changed, management practices have changed, how we do business has changed, and customer expectations have changed. Technology must adapt and transform, and nowhere is this more evident than in the workforce management (WFM) sector.
Win the Customer
NOVEMBER 6, 2020
In simple words, customers rarely remain loyal to brands that compromise on their experiences. Read on to learn more about what it takes to improve customer experience and loyalty. You must’ve come across these one-liners if you’re a business owner: the customer is always right, the customer is king, or, the customer knows. An in-depth look at the one-liners reveals that all power, as far as buying a product or subscribing to a product is concerned, rests with the customer.
UJET
NOVEMBER 3, 2020
AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. Nothing can truly replace positive, meaningful exchanges between two people. But when the interactions between your customers and your agents are filled with repetitive questions, long holds, and awkward pauses, the human connection falls to the wayside.
ClearAction
NOVEMBER 4, 2020
Intentional Customer Experience as North Star for 2021 Lynn Hunsaker. In a time when customer attitudes and behaviors are shifting and evolving rapidly, companies are finding customer intelligence uses — across all functions enterprise-wide — to be vital to survival. Along with widespread thirst for customer insights is the heightened realization that mis-alignment to customers is wasteful and precarious.
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
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.
DMG Consulting
NOVEMBER 3, 2020
Question: Is contact center performance management something more than advanced reporting? Answer: Leading workforce optimization (WFO) and best-of-breed providers have offered contact center performance management (CCPM) applications for decades, yet they continue to be one of the most misunderstood and under-appreciated applications in the contact center market.
TeamSupport
NOVEMBER 3, 2020
“It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness…” So begins the classic novel, A Tale of Two Cities , by Charles Dickens. It refers to the premise of the story: A time of despair and suffering on one hand, and joy and hope on the other. Let’s use this analogy in “A Tale of Two Customer Support Departments” to tell about the despair and suffering of the B2B customer support department that still struggles with silos between support, sa
C3Centricity
NOVEMBER 4, 2020
One of the greatest changes that the current pandemic has prompted, is the increase in the use of technology. From smarter homes to an improved online experience, people have a lot to gain from the situation. This is why UX design is vital to satisfying our customers’ demands and needs. To be fair, the trends were already there, covid just speeded them up.
UJET
NOVEMBER 3, 2020
AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. Nothing can truly replace positive, meaningful exchanges between two people. But when the interactions between your customers and your agents are filled with repetitive questions, long holds, and awkward pauses, the human connection falls to the wayside.
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.
Kate Nasser
NOVEMBER 1, 2020
If you want to awaken your empathy for others, find out what happened before in order to help them now. Kate Nasser The People Skills Coach™. The post What Happened Before Awakens Your Empathy Now | #PeopleSkills #LeadMorale #CX appeared first on KateNasser.com.
ClientSuccess
NOVEMBER 2, 2020
As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. As your team heads into 2021, staying on top of industry trends, innovations, and best practices will be key to maintaining the high level of customer service your accounts now expect while continuing to grow and expand your internal team’s development and education. 5 resources to set your CSMs up for success
Comm100
NOVEMBER 2, 2020
Cutting wait time, reducing operational costs, and improving conversions are just some of the customer service superpowers already enabled by AI. If you’re here because you’re trying to figure out what a customer service chatbot is capable of and how it can help your customers and company grow, you’ve come to the right place. We have hand-picked some of the top chatbot examples to show you how you could use AI customer service bots across channels – 5 use cases across industrie
PeopleMetrics
NOVEMBER 4, 2020
Is Voice of Customer (VoC) The Same As Market Research? What is the difference between Voice of Customer (VoC) and Market Research? Do you need both? How can you use them together? In this edition of PeopleMetrics LIVE! , we talked about the TRUE meaning of “customer-centricity,” and provided some practical tips and guidance on how to start shifting to a customer-centric mindset within your organization.we talked about the distinct differences between Voice of Customer (VoC) and Market Research,
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
OCTOBER 31, 2020
When I am shopping on Amazon, and a product has 3.5 stars, I don’t buy it. Now, 3.5 stars isn’t a bad rating; in fact, it’s above average. However, for me to place that item in my Amazon cart, it needs to have a rating of at least four stars or more. My behavior on Amazon is part of a broader concept called Negativity Bias, and it’s a massive influence on customer behavior.
Myra Golden Media
NOVEMBER 6, 2020
This holiday season will be unlike any other due to COVID-19’s influence on consumer behavior in 2020. I partnered with GetFeedback by SurveyMonkey to help you manage customer service during the COVID-19 Holiday Season. Besides the usual increase in web traffic, call volume, and longer business hours, customer service and support reps will need to be ready for the pandemic’s impact on the customer experience.
Win the Customer
NOVEMBER 6, 2020
In simple words, customers rarely remain loyal to brands that compromise on their experiences. Read on to learn more about what it takes to improve customer experience and loyalty. The first step to achieving this goal is to understand big data and knowledge management. You must’ve come across these one-liners if you’re a business owner: the customer is always right, the customer is king, or, the customer knows.
Comm100
NOVEMBER 5, 2020
Access to information is key to the success of any customer service team, whatever channel you use. But for this success to happen, this information can’t be siloed. For your company to thrive, your departments and the teams that comprise them must be on the same page at all times. For customer service, that means collecting, centralizing, and sorting important information into a well-crafted internal knowledge base.
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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.
Zonka Feedback
NOVEMBER 5, 2020
You know well that the growth of any business largely depends on Customer Satisfaction, and measuring Customer Satisfaction has emerged as a prerequisite to maximizing it. But when it comes to choosing the best method and survey type to measure Customer Satisfaction, it becomes confusing and somewhat a tough decision to choose among the available alternatives.
Myra Golden Media
NOVEMBER 5, 2020
A Subscriber (actually a few subscribers) asked me, “What do you do when you can’t give the customer what they want?” This video is my first answer to that critical question. I’ll be sharing more tactics for what to say when you can’t give the customer what they want, but this video is enough to get you started. For more ideas like this, sign up for my blog.
The DiJulius Group
NOVEMBER 5, 2020
It’s week 2 of The Customer Service Revolution Conference featuring notable speakers Seth Godin, Mikki Williams, Chris Larkins, Dave Murray, and John DiJulius. Here are some takeaways from each of our speakers this week: John DiJulius – Chief Revolution Officer of The DiJulius Group A recession is a horrible thing to waste. This is an. Read Full Article.
Knowmax
NOVEMBER 3, 2020
Challenges in customer service during the digital age.
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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