Uniphore

JULY 23, 2021

Employee disengagement is rampant in contact centers. Imagine a fire department where two-thirds of the firefighters on duty weren’t ready to respond to a call. How about a restaurant where two-thirds of the wait staff weren’t talking to patrons. Both of these situations would be totally unacceptable. But it’s actually the everyday reality at the contact center, according to Gartner’s recent report “Rampant Employee Disengagement is Driving Turnover and Harming Customer Outcomes.

Contact Center 246

Contact Center Social Media CX Customer Experience 246

Futurelab

JULY 21, 2021

A critical component of a great employee experience is feedback – both from peers and from management. The iterative, continuous improvement that happens as a result of that feedback is important to an employee’s development, productivity, and engagement. But does that improvement really happen? Or is providing/receiving feedback more of a demoralizing exercise?

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246

Intercom, Inc.

JULY 17, 2021

Intercomrade Spotlights is a series that features stories of Intercom employees, exploring their careers, interests, experiences, and hopes for the future. Meet Will Sparks, Recruiter at our San Francisco office. Will joined us in 2019 and has been hiring top talent ever since. We chatted to him about why he chose Intercom, his new puppy, and how he paved his own way into his career. .

Start-ups 211

Start-ups 211

Fonolo

JULY 22, 2021

Every company needs strong customer service to set them apart from its competitors. After all, customers are more loyal to businesses that treat them with respect, kindness and that support their needs. Customer service in a contact center is especially important. Most call center agents are familiar with the rage of angry customers, frustrated with long wait times, and other problems.

Contact Center 152

Contact Center Customer Service Customer Loyalty Sales 152

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

Beyond Philosophy

JULY 20, 2021

It’s summer reading season. Today, I will share seven books that are an essential summer read for anyone in business. I hope that these books will make the same impact on you that they did on me. We shared these books on a recent podcast, chosen because we liked them a lot or, in some instances, because they changed our lives. While we can’t predict they will do the same for you with certainty, we feel that they will be helpful in the pursuit of your career goals for yourself and you

Start-ups 148

Start-ups Entertainment Education Customer Experience 148

Shep Hyken

JULY 21, 2021

I’ve written about today’s topic before. The idea I’m about to share is really common sense. Even if you didn’t read my past articles or watch my videos about this, you still know and understand it. Yet, it’s worth bringing up again, as I have a new twist on it. In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered.

Customer Service 145

Customer Service Start-ups Customer Experience 145

Inside Customer Service

JULY 22, 2021

The boarded up windows were a bad sign. This isn't the way a guest wants to arrive at a hotel. I pulled on the lobby door, but it was locked. Is this thing even open? An employee saw me pulling on the door and let me in. The hotel was open, but undergoing renovations. I really liked the hotel’s restaurant, but that was closed, too. I might have stayed somewhere else if I had known ahead of time.

Customer Experience 144

Customer Experience 144

Fonolo

JULY 20, 2021

You’re probably familiar with IVR, or Interactive Voice Response, is a menu system that connects customers to the information they need in your call center. Callers will use either a dial pad or tap-button options ( Visual IVR ) to connect with an appropriate agent or department to address their needs. An optimized IVR system is essential to call center software , as it reduces costs, improves customer satisfaction, increases first-call resolution (FCR), and increases overall call center efficie

Contact Center 142

Contact Center Technology Technology Customer Satisfaction 142

Customer Think

JULY 21, 2021

Businesses now realize the need for a customer-centric approach to transforming their customer experience (CX). According to the Zendesk Customer Experience Trends Report 2021, 75 percent of company leaders agreed that the global pandemic accelerated the acquisition of new technologies to get customer-centricity right. But, there are challenges too.

CX Transformation 141

CX Transformation CX AI Technology 141

Shep Hyken

JULY 23, 2021

This week we feature an article by Ehsan Memari, a blogger for SkyPrep. He writes about how using a learning management system (LMS) expedites employee skill development in your organization. We are in the middle of a skills gap crisis. According to a study from the Society for Human Resource Management , 83% of HR professionals noticed a decline in the quality of job applicants, with one-third citing a lack of technical abilities. .

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Intercom, Inc.

JULY 21, 2021

The COVID-19 pandemic forced a sudden shift to remote working in one of the largest global experiments in the history of work. As parts of the world reopen, the experiment moves to its next phase – adjusting to a post-pandemic reality in which remote and in-office work are no longer “either/or” alternatives. . The transition to remote work proved employees’ adaptability – now the looming return to the office offers companies another chance to embrace the unknown.

Construction 138

Construction Start-ups Technology Technology 138

Customer Service Life

JULY 23, 2021

Planning the bachelorette party for a dear friend, I knew that “Oh Sh*t Kits” are a must to include for the bride tribe. In each “Oh Sh*t Kit”, you’ll find things like Tylenol, lip gloss, a scrunchie, hydrating face mask, sunscreen, body lotion, an electrolyte beverage, mints, tissues, bandaids and more. You just never know what will happen and you want to be prepared!

Customer Service 134

Customer Service Education Customer Feedback CX 134

Customer Think

JULY 21, 2021

Apart from a lot of other CX-related topics like e.g. customer data platforms, customer journey orchestration, configure, price, quote, artificial intelligence, machine learning, robotic process automation, and many more, there is another topic that currently gets quite some attention. Low code and no code platforms. It is said that low code / no code enables […].

Artificial Intelligence 140

Artificial Intelligence Machine Learning CX Technology 140

Shep Hyken

JULY 20, 2021

The End-to-End Customer Experience. Improving CX through Customer Workflows. Shep Hyken interviews John Ball, the Executive Vice President and General Manager of Customer Workflows at ServiceNow. They discuss how companies can create a great end-to-end customer experience and enhance productivity through process mapping. Top Takeaways: Customer service is traditionally focused on the engagement layer (how customers make requests) but not on customer operations (getting the job done).

Customer Service 137

Customer Service CX Customer Experience 137

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.

AI

Intercom, Inc.

JULY 17, 2021

Intercomrade Spotlights is a series that features stories of Intercom employees, exploring their careers, passions, experiences, and hopes for the future. Meet Marianne Quiray, Mid-Market Account Executive at our San Francisco office. Marianne joined us in 2017 as a Sales Development Representative. She’s since been promoted twice and won several awards , including #2 Account Executive Globally and #1 Account Executive in NAMER.

Sales 138

Sales Start-ups Retail 138

The DiJulius Group

JULY 19, 2021

Great Commencement Speech One of my favorite bloggers and podcasters, Scott Galloway wrote a great piece called Advice to Grads: Be Warriors, Not Wokesters. Here are a few of my favorite lines: “Don’t do what you are asked to do, but what you are capable of doing…Get strong, really strong. You should be able to. Read Full Article. The post Best Advice From Great Podcasters appeared first on The DiJulius Group.

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Customer Think

JULY 18, 2021

Digital transformation has become more important than ever, as it’s the only way to navigate the waters of the post-pandemic world. While digital transformation used to be something that organizations had planned to adopt in the long term, the pandemic greatly accelerated the pace of adoption of digital-first practices. And why not? The only companies […].

Technology 138

Technology Technology 138

Experience Investigators

JULY 20, 2021

How Customer Experience Maturity Develops. There is a natural arc to how an organization matures when it comes to customer experience. Let’s look at a common example scenario: First, it starts with an idea: customers are important! We should pay more attention to them. Next, it moves to what can be done. Typically, this means collecting customer feedback.

CX 131

CX Close the Loop Social Media Voice of the Customer 131

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

Shep Hyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Should the Chief Experience Officer Cease to Exist? by Mary Drumond. (Linkedin Pulse) The Wall Street Journal recently released an article called “Some Chief Experience Officers Want To Make Their Jobs Disappear” where they interviewed Chief Experience Officers and Chief Cus

E-commerce 131

E-commerce Customer Service Contact Center Retail 131

Adrian Swinscoe

JULY 23, 2021

This is a guest post by Lucy Manole, a creative content writer and strategist at Marketing Digest. Having a beautiful eCommerce website packed with stunning visuals […]. The post 4 Quick and effective ways to improve your customers ecommerce experience first appeared on Adrian Swinscoe.

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Customer Think

JULY 22, 2021

Photo credit: Twenty20 Email newsletters are in again. Look around you – everyone is trying to get your email address and add you to their list. The business-to-business (B2B) space isn’t any different, with B2B newsletters thriving in the past year. Not getting the engagement you were hoping for? There may be simple things you […].

B2B 137

B2B 137

Futurelab

JULY 21, 2021

The topics of customer trust and customer confidence have come up in conversations a few times recently, especially as it relates to pandemic and post-pandemic actions by several companies. More on that in a moment. To start with, I thought I’d take a closer look. Tags: Annette Franz (Gleneicki) culture customer experience customer-centric culture trust Facebook Like.

Start-ups 130

Start-ups Customer Experience 130

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

Uniphore

JULY 21, 2021

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? How can organizations more effectively direct customers to the knowledge they’re looking for? Gartner’s newest customer service report “Delivering Relevant Content and Knowledge to Customers Is Key to Great Customer Service” focuses on just these dilemmas.

Customer Service 130

Customer Service Contact Center Engineering Social Media 130

Intercom, Inc.

JULY 17, 2021

Intercomrade Spotlights is a series that features stories of Intercom employees, exploring their careers, interests, experiences, and hopes for the future. Meet Serena Fritsch, Product Engineer at our Dublin office. Serena joined us six years ago and has become an integral part of the engineering team. We chatted to her about why she chose Intercom, her dreams, and her advice for women looking to get into engineering.

Engineering 129

Engineering Technology Technology 129

Customer Think

JULY 18, 2021

The emergence of new technologies in the insurance industry has had an uplifting effect on business. From claims processing to lead conversions, insurtech – the interfection of insurance and technology- has overhauled the traditional processes and legacy systems and transformed the lives of insurers for good. The COVID-19 pandemic has accelerated the insurance tech market […].

Technology 137

Technology Technology 137

Totango

JULY 23, 2021

What makes a sports team successful? Excellent athletes who work together on both offense and defense to win the game. A good pitcher alone won’t win a baseball game. He needs a good catcher and good infielders and outfielders to support him, good batters to score points, and good coaches to make strategic play calls.

Gaming 126

Gaming Sports Start-ups Technology 126

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Kate Nasser

JULY 18, 2021

Daily ways to honor work colleagues, customers, employees, friends, family to build sustainable relationships. by Kate Nasser, The People Skills Coach™, Author, Leading Morale. The post Daily Ways to Honor Work Colleagues, Employees, Customers, Friends, Family appeared first on KateNasser.com.

Sales 117

Sales Customer Service 117

Beyond Philosophy

JULY 17, 2021

In a discussion that echoes the age-old chicken vs. egg conversation sentiment, we engaged in a debate. After meeting a fellow Customer Experience proponent on a new social media platform called Clubhouse, we invited author and speaker Stacy Sherman to debate. The topic: Is Customer Experience the new marketing, or is it an entity on its own? Sherman and I have a difference of opinion.

Customer Experience 109

Customer Experience Social Media Management Consulting CX 109

Customer Think

JULY 23, 2021

SaaS has allowed businesses of all shapes and sizes to get lean, save costs, and automate tedious day-to-day tasks. As the number of SaaS companies increase, providing plenty of different use cases, more and more businesses are getting their needs met on the cloud. If you’re thinking about using SaaS or have already dipped your […].

Technology 133

Technology Technology 133

Totango

JULY 19, 2021

The COVID-19 pandemic created a new sense of urgency around protecting and nurturing customers by highlighting the fact that customers truly are the core of every business. And in this customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way.

Start-ups 125

Start-ups Customer Feedback Education Sales 125

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