eglobalis
NOVEMBER 22, 2020
Don’t Talk about Great Customer Experience if You Don’t Know MED , customer experience , employee experience loyalty , human experience. The post Don’t Talk about Great CX Culture if You Don’t Know MED appeared first on Eglobalis.
Callminer
NOVEMBER 24, 2020
Read this article to learn how organizations can achieve and maintain legal compliance with a remote workforce.
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Intercom, Inc.
NOVEMBER 24, 2020
We recently released more than 20 new features that make Intercom better at handling complex queries and therefore a better tool for offering world-class support at scale. The features combine to allow for sophisticated ticketing workflows behind the scenes, but with all the advantages that make our Messenger so popular with customers. For a long time, online customer support has revolved around issuing tickets, with help desk software primarily designed to keep track of long, multi-digit refere
Fonolo
NOVEMBER 26, 2020
When hiring new talent, it’s easy to get caught up in qualifications and work experience. However, customer service professionals need more than smarts to be successful — especially when working in a contact center. Empathy is one of the hottest topics in the industry right now, with the pandemic revealing how important genuine human connections are.
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
Beyond Philosophy
NOVEMBER 27, 2020
An organization’s digital experience is vital to their success. We have been getting a lot of clients asking for a review of their digital experience. Many recognize that their digital transformation hasn’t resulted in the experience that they hoped it would be. On a recent podcast, we had our lead on digital transformation Zhecho Dobrev, Principal Consultant for Beyond Philosophy, tell us why that might be.
Buyer Persona
NOVEMBER 23, 2020
We have all encountered an experience where we happenstance upon a picture. Seeing an old picture in a new light. Perhaps it is a picture of your children. Or a photo of a relative in their later years and no longer with us. A momentous occasion, such as a family vacation, captured in a photo evoking fond memories. When you happenstance upon such a picture, it can bring to mind the story behind the picture.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Fonolo
NOVEMBER 24, 2020
We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Their insights were varied and detailed, but we kept hearing one word again and again: empathy. We had to listen to that. Read the Full Industry Report Here: Contact Center Trends 2021. The Crisis has Fostered a Sense of Empathy.
Myra Golden Media
NOVEMBER 24, 2020
I created a worksheet to help you practice the Feel, Felt, Found Method so you can apply it in your specific situations. Grab the worksheet here. I was working with a client that sells food products. A frequent question they get from customers is, “What ingredients are in this yogurt?” for example. When a customer asks for ingredients, it’s usually because they or one of their children has a food allergy, and they’re trying to make sure the product is safe for them.
Totango
NOVEMBER 25, 2020
Today’s consumers have higher expectations for the companies they work with than ever before. The digital business landscape has made it so competitors can easily reach out to prospective customers with offers of enticing deals and promises of attentive service. As a result, if a user isn’t fully satisfied with their service , switching providers can be done in a day’s time.
Intercom, Inc.
NOVEMBER 24, 2020
Chris Jewitt is a Customer Success Manager at Klaus , the conversation review tool designed to help modern support teams measure and maintain the quality and consistency of their customer conversations. This is the third in a recurring series of articles looking at how modern support leaders are navigating the support landscape as it continues to evolve.
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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.
ClientSuccess
NOVEMBER 24, 2020
No one could have predicted the wild and tumultuous year that 2020 has turned out to be. While the customer success world (and the larger SaaS economy in general) has experienced its fair share of ups and downs this year, the industry will be even more prepared in the future. . Thanks to the unique situation that 2020 presented to us, customer success industry leaders can be ultimately prepared for what 2021 will bring – even if things don’t go quite as planned.
TeamSupport
NOVEMBER 23, 2020
As we approach the Thanksgiving holiday in a year that has been fraught with anxiety and uncertainty, I thought we should pause and reflect on what we have to be thankful for. Here at TeamSupport, we have had an exciting year of new product development, product enhancements, new and improved ways of communicating with each of you, and new members of our team that have come on board to help us grow and better serve our customers in the coming year.
Zonka Feedback
NOVEMBER 25, 2020
Customer Satisfaction is the reason for survival and growth of any business, but if you want to attain an outstanding position in the market, it is important to delight your customers and improve Customer Experience. Researches suggest that 51% of consumers will stop shopping at a retailer after 1-2 poor in-store shopping trips.
Beyond Philosophy
NOVEMBER 21, 2020
Digital Transformation Didn’t Work: This Is What You Should Do Now. Experts estimate that companies wasted around $900 billion in 2018 on failed digital transformation projects. Nevertheless, organizations have spent upward of $2 trillion (with a t) on digital transformations in 2020. How do we know that this is not just a big waste of time and money this time around?
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.
Hodusoft
NOVEMBER 27, 2020
To ensure the long-term success of a contact center, the management must be aware of what’s going on in the contact center. They must know what went down between their customers and agents during the call and how well agents stick to compliance and quality guidelines. So, what’s the best way to keep an eye on the daily operations of a contact center?
Confirmit
NOVEMBER 26, 2020
Your business does not operate in a vacuum, and the ultimate judge of performance is the customer, who increasingly does not separate your product from the overall experience. But you knew that already. What can you do about it? DOWNLOAD. Well, the analysts at Omdia believe that advanced Experience Management (EXM) platforms are vital sensing mechanisms that fulfill several critical purposes: Help enterprises fine-tune operations and processes.
Comm100
NOVEMBER 25, 2020
Live chat has become one of the most popular customer service channels, so it comes as no surprise that there are many vendors to choose from. For most live chat buyers, set up and integration with your website should be an important part of the decision-making process. For some software, live chat website integration is straightforward and quick, while for others adding live chat to your website may be more complicated.
The DiJulius Group
NOVEMBER 26, 2020
It’s week 5 of The Customer Service Revolution Conference featuring another amazing roster of speakers including Ken Blanchard, Adrienne Bankert, J.R. Heckman, 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 It’s not the great idea that.
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.
Astute
NOVEMBER 25, 2020
What people think of a brand can make or break it. So, how can you measure people's perceptions of your brand, and what can you do to lift them? The post Brand Perception: How to Measure, Monitor, and Improve It in the Age of CX appeared first on Astute.
Confirmit
NOVEMBER 26, 2020
As a CX leader, you’re great at understanding the customer experience. Better still, you know what to do to improve it. So, your budget is through the roof for 2021, right? Oh. That’s unfortunate. But not uncommon. Many CX professionals struggle when it comes to proving the financial benefits of their projects and justifying their positions.
Comm100
NOVEMBER 25, 2020
There is a lot of curiosity surrounding the latest technological advancements, and Artificial Intelligence (AI) and Customer Relationship Management (CRM) are no different. Much of this speculation revolves around how to use these innovations to enhance customer service efforts, which has become such a crucial component of organizational growth today.
Knowmax
NOVEMBER 23, 2020
Personalized Customer Service and the Omnichannel Approach.
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
SugarCRM
NOVEMBER 25, 2020
CIOs and solution architects in the finance industry face challenges of aligning various processes to ensure a positive customer experience (CX) through having hybrid communication with the client—through both traditional branches and via digital channels. With extensive experience in this area, we answer the most important question of how to enable CX, but also what steps to take, the tools to use, and why we believe this is the best methodology.
Confirmit
NOVEMBER 26, 2020
How do your customers derive value? Let’s put it a simpler way; do your customers get what they need from you? This sounds like a simple question, but it makes a huge assumption; that you actually know what customers need from you. Perhaps you do, but perhaps you’ve based your answer on what you believe they want. What Forrester refer to as a “flawed proxy” And no one wants one of them.
Qualtrics
NOVEMBER 24, 2020
Close employee experience gaps by mapping your people’s journey with your organization. In order to master employee experience , you must listen to your people at each stage of their journey with your organization. To do so you first need to map that journey, an easy and impactful exercise that reveals opportunities for improvement and optimization.
RateMyService
NOVEMBER 27, 2020
[link] We’ve replaced the “API settings” option with “Integration settings”. Clicking on this will provide you with a list of available integrations. We’re adding in more integrations including interactive SMS surveys, Mpesa payments and others. Choose your SMS provider. Let us know if you can’t find your provider and we’ll add them in. You’ll need your username, shortcode and API key.
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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.
SugarCRM
NOVEMBER 24, 2020
User experience (UX) is everything in e-commerce. Today’s consumers are agile: They glide effortlessly between devices, making purchases on laptops and smartphones as they flit from place to place. They want mobile-optimized sites, personalized shopping experiences, and instant in-depth product information. They’re busy, they can be demanding, and they’ll bounce right out of your e-commerce site if they don’t like what they see.
Knowmax
NOVEMBER 26, 2020
Why is customer service important to the success of your business – A complete guide.
Qualtrics
NOVEMBER 25, 2020
Eliminating bias in study questions, especially when we are not aware of it, is challenging but essential. Why? Biased questions lead to inconsistent data, offensive questions , lower response rates and misleading findings. Given that we all come from different backgrounds, cultures and life circumstances, we all have something called cognitive bias.
Comm100
NOVEMBER 23, 2020
Customer service isn’t just about your team having the right attitude and training. For your customer support to be great (or even just functional) in 2020, you need the systems to back it up. This starts with a good help desk or ticketing software. Your customer help desk software keeps incoming queries from falling through the cracks by turning them into easily manageable tickets.
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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