Callminer

DECEMBER 21, 2021

Read this blog for tips on how you can overcome many of the challenges that surround CSAT and improve your organization's ability to please its customers in the process.

Customer Satisfaction 335

Customer Satisfaction 335

Adrian Swinscoe

DECEMBER 21, 2021

I recently attended Genesys’ Analyst & Influencer Summit, an event that connected me with leaders at Genesys, and their partners and customers. I don’t attend that […]. The post Genesys is aiming to transform not only customer experience but employee experience too first appeared on Adrian Swinscoe.

Customer Experience 246

Customer Experience 246

Uniphore

DECEMBER 21, 2021

As we begin to close out another year filled with massive, seize-the-day opportunities, I like to look at what our team achieved, even amidst significant challenges, and what’s to come. 2021 has been a year for record Uniphore growth in revenue, customers, and size of our organization. Today we are more robust than ever before. The momentum we’ve gained over the past several months (and years) has positioned us as the foremost leader and innovator in our industry.

Machine Learning 49

Machine Learning Innovation AI Government 49

Intercom, Inc.

DECEMBER 21, 2021

Another year draws to a close, and there won’t be many people sorry to leave this one behind us. From the ongoing pandemic to political turmoil around the globe, we can all agree that 2021 has been a lot to handle. It has often felt like a year we’d rather forget, even if it turns out to be a year we’ll long remember. And yet, here at Intercom, we have been determined to make the most of these difficult times.

Innovation 196

Innovation Engineering Entertainment Start-ups 196

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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Contact Center

Callminer

DECEMBER 22, 2021

This blog explores how sales conversation analytics can help you shorten sales cycles, train top-performing sales reps, and increase win rates.

Sales 182

Sales 182

Adrian Swinscoe

DECEMBER 20, 2021

Today’s interview is with Justin Vaillancourt is the Chief Technology Officer and co-founder of Dooly, a CRM automation software provider that is making the use of […]. The post CRM systems are not designed with users, and particularly sales users, in mind – Interview with Justin Vaillancourt of Dooly first appeared on Adrian Swinscoe.

CRM 190

CRM Sales Technology Technology 190

Customer Think

DECEMBER 22, 2021

Source: Freepik Email marketing is widespread. It’s in vogue with every kind of organization, from businesses to non-profits. That’s because emails have an ability to instantly communicate with a targeted audience. For brands and companies, this can create awareness and sales, but only if you follow a strategy. Without a plan to build an advantage, […].

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Non-Profits Sales 132

Inside Customer Service

DECEMBER 23, 2021

What comes to mind when you think of a customer service escalation? Is it an angry customer demanding to speak to a supervisor? Perhaps it's Tier 1 support transferring a customer to Tier 2? Maybe a big issue requires another department to get involved? There's no shortage of those types of escalations this time of year, but there's one escalation that's often overlooked: the escalation from self-service to human-service.

Start-ups 130

Start-ups Customer Service 130

Uniphore

DECEMBER 20, 2021

Target the root cause of turnover in outsourced service centers with technology that empowers. Employee turnover is a major pain point for business process outsourcers, with attrition rates often at 30% or higher. At the same time, BPO employees are needed now more than ever. With more customers engaging with businesses remotely, contact centers are scrambling to find new ways to attract, empower and retain top talent.

Customer Service 130

Customer Service Contact Center AI Technology 130

Shep Hyken

DECEMBER 22, 2021

We had some great feedback on The Three N’s of Employee Fulfillment article and video. Plenty of great comments. Here’s a very short refresher in case you missed it. Leadership expert Tim Durkin shared with us that our employees want to be needed, noticed, and known. We welcome him back this week with a simple feedback technique connected to his Three N strategy that will help you motivate and keep your best employees. .

Customer Service 119

Customer Service 119

Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón

Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.

B2C

Customer Think

DECEMBER 21, 2021

Almost two years into the COVID-19 pandemic, customer experience (CX) is more important than ever. In fact, 59% of consumers now care more about CX when they decide what company to support or buy from than they did pre-pandemic. In 2021, businesses began to rise to the challenge; according to a recent Forrester study, the […].

Customer Experience 132

Customer Experience CX Contact Center 132

Intercom, Inc.

DECEMBER 21, 2021

We’re not exactly sure how, but yes, it’s that time of the year again. And what a year it has been! More than integrations and features and quarterly reports, back in August, Intercom turned 10. It’s been 10 years since co-founders Eoghan McCabe , Des Traynor , David Barrett , and Ciaran Lee sat in a small Dublin coffee shop and dreamed of making internet business personal, and we’re still every bit as excited.

Engineering 118

Engineering Government B2C Start-ups 118

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates. Here we’ll look at the concept of milestone messaging and how it applies to key stages in your customer lifecycle.

Net Promoter Score 112

Net Promoter Score NPS Start-ups Customer Relationship 112

Shep Hyken

DECEMBER 24, 2021

Tom Laird is the Founder and CEO of Expivia , a USA-based, 500+ seat omnichannel contact center located in Pennsylvania. He shares how call centers can safeguard critical customer data, giving customers peace of mind while reducing risk to your organization.?. Cyber security is important now more than ever with cyber-attacks becoming more and more common.

Compliance 108

Compliance E-commerce Contact Center Omnichannel 108

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

Actionable Insights

Customer Think

DECEMBER 21, 2021

The charity sector is often reluctant to talk about commerciality, but that doesn’t mean it’s not important. Ultimately, a charity needs to encourage people to donate, which means finding the right audience, communicating clearly to them what the charity does or what the cause is, and then encouraging them to donate – all of which […].

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132

Conversation Agent

DECEMBER 22, 2021

Humans have a tendency to seek patterns. We refer to this life-saving trait as narrative bias. Life is messy, and we want to clean it up (this reminds me of a famous TV ad). Hence why it's easy to grab for a neat explanation, the tipping point, the moment you see beyond the peak and behind the wall, or turn a corner. But in real life, it is near impossible to find the crucial decision that led to an epic win or system failure.

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107

Totango

DECEMBER 23, 2021

In a recent poll, we asked customer success professionals to rank their top year-end challenge. Not surprisingly, the number one answer was burnout. Burnout is a common occurrence, especially at the end of the year and especially in customer-facing industries like CS. But add to that a lingering global pandemic and crushing labor and supply shortages, and you’ve got a recipe for disaster. .

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105

Doing CX Right

DECEMBER 24, 2021

Nick Webb, author, and inventor with 40 US Patents explains how to attract & keep customers happy based on a lifetime of study and application. The post Eliminating What Customers Hate For Scalable Growth appeared first on Doing CX Right.

CX 100

CX Customer Experience 100

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

Customer Think

DECEMBER 19, 2021

With the changes that organizations and markets have been subjected to in the past couple of years, it comes as no surprise that B2B buyers’ expectations continue to change too. It’s no longer enough to know your buyers – the ideal scenario is one in which you have built a genuine seller-buyer partnership that allows […].

B2B 132

B2B Sales Technology Technology 132

Conversation Agent

DECEMBER 22, 2021

People trust other people more than faceless institutions. As our faith in institutions, media, and increasingly businesses crumbles, relationships and connections with other people can help us rebuild. I meet wonderful people every week. Either through introductions, and based on common interests and values. Technology promises shortcuts to connection.

AI 101

AI Technology Technology 101

ClientSuccess

DECEMBER 21, 2021

Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making. These numbers are also shared with other departments, executives, and even board members to inform how the business is doing.

Net Promoter Score 100

Net Promoter Score Invoicing NPS B2B 100

Zonka Feedback

DECEMBER 23, 2021

Feedback through QR codes has become one of the most favorable ways to understand and improve people's experiences with brands. And especially during the COVID-19 pandemic, the number of interactions using QR codes increased by 94%. So, if you're considering putting a QR code feedback program in place, you're on the right track.

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98

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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.

Customer Service

Customer Think

DECEMBER 24, 2021

This guide was designed to share predictions for 2022 and has been broken into 3 sections: Digital Marketing, Customer Experience, and Marketing Research 2022 Digital Marketing Predictions In this section I will detail our predictions and marketing forecasts for 2022. This material is essential for you to start 2022 with a total focus on your […].

Customer Experience 131

Customer Experience 131

Conversation Agent

DECEMBER 23, 2021

Books are a non-addictive way to stimulate curiosity. The difference between reading a book and engaging in social media is stark. That's because the two activities engage different areas of the brain. Many studies have demonstrated that social media stimulates dopamine, which seeks short term pleasure and is addictive. By contrast, an activity that creates long term satisfaction involves serotonin.

Social Media 20

Social Media 20

Knowmax

DECEMBER 22, 2021

The post 5 benefits of knowledge base tools for customer service appeared first on Knowmax.

Customer Service 98

Customer Service 98

Zonka Feedback

DECEMBER 23, 2021

Polls are an excellent way to know the opinions of other persons, especially when you have a large pool audience. When we talk about online meetings and web conferences, it becomes an even more effective way to establish good communication and engagement during online sessions.

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98

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

Customer Think

DECEMBER 24, 2021

TweetLinkedInShareEmail What trends will dominate the demand generation landscape in 2022? We asked the experts at Spear Marketing Group to chime in: “Digital fatigue is real. B2B marketers need to rethink digital-first strategies to better.

B2B 130

B2B 130

Conversation Agent

DECEMBER 24, 2021

“In business, we forget that we are human. Many strong leaders think they should not be friends with their colleagues. I like to be friends with my colleagues,” says Nokia's CEO Risto Siilasmaa. “You get through a crisis because you care so much.” “The way I used to think was: he who cares wins,” echoes Paul Matthews of Standard Life. At the time, the company was severely underfunded and needed to change its business model, doing away with the high commissions it was paying.

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98

Zendesk

DECEMBER 21, 2021

It’s the holiday season, and this year is looking like one to remember. Thanks to supply-chain issues, popular items were out of stock or delayed before the shopping season even began. I bought a fancy scarf online in October, thinking I was going to beat the rush. Within a week, I had a backorder email. Two weeks later, no word—until about a month had passed, and my order was finally canceled.

CX 98

CX Retail Start-ups Customer Service 98

Aquire

DECEMBER 21, 2021

We’re well into the holiday season, and, for many, that means preparing for festivities. And, it’s also that time to look back, reflect, and set intentions for the new year. That’s right, it’s resolution time. And while most will focus on personal goals, like “read more books” and “exercise more,” we think there’s also a little room to work on professional goals, too.

CX 98

CX Artificial Intelligence Innovation Predictive Analytics 98

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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.

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