Intercom, Inc.
MAY 6, 2020
Customer Satisfaction Score (CSAT) is by far the most popular customer service quality metric used across all industries and teams of all sizes. But CSAT alone is actually a poor indicator of support quality. This is a guest post from Martin Kõiva, the CEO of Klaus , a conversation review tool for support teams that aims to improve customer service quality by making internal feedback easy and systematic. .
Uniphore
MAY 4, 2020
Corporate America has been steadily shifting toward remote work models in recent years, but the Coronavirus crisis has sped things up considerably. With millions of Americans unable to get to the office, telecommuting isn’t just popular today - it’s necessary to continue doing business. Read More.
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Beyond Philosophy
MAY 7, 2020
Do you love your cable company? . If you do, you are in the minority. People almost universally align on their distaste for their cable company. However, we do love complaining about them, or at least I know I do. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth.
Heart of the Customer
MAY 4, 2020
When doing customer journey mapping, it’s critical to start by identifying a business problem – one that you can solve through learning more about customer needs. This is the first question of our Five-Question Framework, which we’ll be discussing during our webinar on Wednesday, May 6 – we hope you’ll join us for that…or catch […]. The post Six Ways Journey Mapping Can Drive ROI appeared first on Heart of the Customer.
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.
MAY 7, 2020
“Home where the heart is,” as the saying goes. And for now, it’s where you’ll find the office and school and the shops and concerts, too. H.O.M.E. is a special four-part series on Inside Intercom that explores how people across many industries and countries are managing to persevere with the help of technology. When it’s all said and done, we’ll have covered the following themes: H ealth and wellness – how are people staying healthy in mind and body?
Myra Golden Media
MAY 7, 2020
When you convey empathy to customers, you reframe the issue from “problem” to what you can do to help. Before offering a solution or asking the customer for details, like claim number or email address, provide a statement for empathy. You’ll find you create calm and maintain control when you lead with empathy. GET MORE IDEAS LIKE THIS.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
DMG Consulting
MAY 5, 2020
Using IA and CJA to Improve CX. During the past few months, we’ve published a series of newsletter blogs, columns and white papers to help executives and contact center leaders manage through the coronavirus pandemic. This month, we’re addressing an issue that will return to importance, once economies reopen and the business world returns to what many are calling the “new normal.
Intercom, Inc.
MAY 5, 2020
Helping businesses connect with their customers is what we’ve been doing since the very beginning of Intercom, but we also believe that weaving better interconnections between businesses helps everyone succeed. Over the past few years, we have given a lot of thought to the ingredients of a successful app ecosystem, the effort involved in developing a thriving platform, the consideration required to build fruitful partnerships.
Myra Golden Media
MAY 8, 2020
We’ll post quick tips to help you deliver the best customer experience. We’d love to connect with you on Instagram — Instagram.com/myragoldenseminars.
ProProfs
MAY 8, 2020
Ever since the COVID-19 started rapidly spreading across countries, the entire world has been on lockdown. . According to UNESCO , nationwide closures are impacting over 91% of the world’s student population. While it is a tough time for many, there’s a silver lining on this dark cloud. Several people have been taking to social media to express their assumption that the current changes in the learning pattern could actually pave the way for a better learning strategy for future generations
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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
MAY 8, 2020
Dear SaaS CEO’s, Now, more than ever, is the time to double-down on your customers AND customer success within your company. . I’m writing this letter as one of you, and one of them. . I’m one of you because I’m a fellow SaaS CEO. I know firsthand the stress you’re going through right now doing everything you can to successfully navigate this Covid-19 crisis.
Intercom, Inc.
MAY 6, 2020
More than ever, you’re relying on us to help you keep a pulse on what your customers want and need. We’ve been listening to your feedback and have built 45 features so far this year to help you stay close. Whether you’re using Intercom for customer support, lead generation, or customer engagement, these features will help you manage all of your customer conversations, no matter how many.
Myra Golden Media
MAY 7, 2020
My walking buddy told me about how a department lead kicked off a virtual staff meeting for her organization. He had a scavenger hunt. The manager posted a list of ten items on the team’s GroupMe app. Employees rushed around their homes to find everyday items: toothbrush, paperback novel, tv remote, candle, Airpods, olive oil, and so on. The activity took less than ten minutes, and it set the tone for a fun, upbeat virtual meeting.
ProProfs
MAY 8, 2020
Did you know that over 50 percent of employees across the world work outside their office headquarters for at least 2.5 days in a week? Or that globally 85% of businesses think they are more productive because they have flexible working systems in place? This is what IWG, a leading provider of modern workspace solutions, found recently in its study.
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.
DMG Consulting
MAY 8, 2020
Question: I have heard about artificial intelligence (AI) being used in workforce management (WFM) solutions. How much historical data is needed for AI to improve forecast accuracy? Answer: Not surprisingly, the more data you have the more accurate the findings. AI-enabled WFM solutions leverage machine learning (ML), an AI technology that is effective at finding patterns.
Totango
MAY 8, 2020
A SaaS churn analysis is more than a quick calculation of your customer churn rate. It provides a window into the causes and effects that are affecting your churn rate, including your customers’ needs and whether they are being met. These insights will fuel your next steps and help you determine where resources are best invested and what improvements need to be made to ensure business continuity.
Myra Golden Media
MAY 4, 2020
When a customer reaches out to you about a problem, they usually don’t think things will be easy. They expect to have to push for what they want. To customers, it’s them against you. In this short clip, learn how to use partnering language to show customers you’re on their side, and quickly create calm and regain control of the interaction. GET MORE IDEAS LIKE THIS.
ClientSuccess
MAY 4, 2020
Over the past few months, SaaS organizations have seen their fair share of change and uncertainty. Regardless of your industry, there are changes occurring in the world that will have a lasting impact on the way SaaS teams and their customers do business. For customer success teams, challenging times can manifest themselves through different customer conversations (or lack thereof).
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.
The DiJulius Group
MAY 6, 2020
1. Customer Service Feature Story How to Go From Good to Great Employee Engagement By Jess Pischel, CX Consultant Employee engagement and employee satisfaction have two very different meanings, although the two words are often used interchangeably. According to Google: “Employee engagement is the extent to which employees feel passionate about their jobs, are committed to the.
Totango
MAY 5, 2020
Digital transformation is something many companies have been talking about for years. With recent events, COVID-19 has actually helped to lead the charge in digital transformation across a variety of industries, requiring companies to rethink their strategies and playbooks. The enterprises that will lead the way during these uncertain times will be those that are data-driven, agile, and empathetic.
Fonolo
MAY 5, 2020
One of the best things about our industry is that we get to work with lots of wonderful people whose goal in life is to improve the lives of their customers. They’re typically pretty pleased to be able to offer call-backs to their customers, and we’re delighted when they see drastic reductions in abandon rate and improvements in customer satisfaction.
Customer Bliss
MAY 6, 2020
During this time, I’ve been bringing together leaders who influence us all to share their wisdom in live conversations on LinkedIn and Twitter. Follow me on either platform to find out about my next live broadcast, join us, and ask your questions—we’ll answer them during the broadcast! How are you leading your organization? Are you doing so with a clear vision?
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
TeamSupport
MAY 7, 2020
In Part 1 of our series on changing support software, we went through some questions to help you identify if now is the time to consider other options for your support technology. In Part 2, we discuss some key strategies for properly evaluating different support solutions. Let’s dive right into how companies should go about choosing their new support software with these 5 steps.
The DiJulius Group
MAY 6, 2020
Today, I want to talk about the incredible opportunities that can come from the COVID-19 crisis in our personal lives. Constantly checking news headlines and social media during times like this can become an unhealthy addiction. This can add to your stress and fear that would only negatively impact your health. Instead, look at the. Read Full Article.
Hodusoft
MAY 8, 2020
Are you stuck with these questions? What is voice broadcasting? Why has it gained so much importance? Voice broadcasting is the platform to reach a large number of people in the shortest time. It can be used for promotion, updates, building closure, and sending information quickly. It helps you to reach out to your target audience in multiple languages and is very effective.
Steven Van Belleghem
MAY 4, 2020
The first wave of digitization was all about transforming atoms into bits (like records, cassettes and books into files). But when the smart bits are given a ‘vessel’ that can interact with our physical environment, we will truly be moving into a whole new phase. The way I see it, there are three levels – which are the basis of my upcoming book (release in September 2020) – in which robotics will impact the customer experience, based upon the ever-changing needs and demands of today’s fickle con
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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.
TeamSupport
MAY 5, 2020
Even in everyday life, people are bombarded with the concept of “change” and “switch.” Whether it’s driving by a billboard advertising a cool new car or seeing a phone company commercial on TV and wondering if you can get more data for less money, there’s always someone out there trying to paint a picture of a greener pasture. Companies want you to switch, but how do you know when it’s a good idea?
The DiJulius Group
MAY 7, 2020
Have you found yourself in a funk while you’re in quarantine? Be the best version of yourself and get back on your feet emotionally, physically, spiritually, and financially. Here are 5 ways to create your own perfect quarantine narrative: Be grateful. Appreciate all the incredible essential frontline workers who bravely and selflessly continue to work.
The Squawk Point
MAY 4, 2020
Avoiding Overwhelm. In their book Meltdown , Clearfield and Tilcsik show how complicated systems fail. They discuss nuclear accidents, financial disasters and medical mishaps. The more complex our systems become, the less easy they are to understand. So they become harder to fix when they break. Add to that complexity our desire to and link and automate everything and it is easy to explain how unexpected events can cause horrific domino effects.
Qualtrics
MAY 4, 2020
You don’t have to be an expert to build and distribute an effective online survey , but by following a few survey best practices you can make sure you’re collecting the best data possible. When you don’t have hours to devote to becoming a survey-creation guru, a quick guide to the essentials is a great way to get started. Here’s how to make a survey that’s easy for respondents to complete, hits the research questions you’re interested in, and produces data that’s easy to work with at the analysi
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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