Callminer

FEBRUARY 2, 2018

Call center managers are tasked with myriad responsibilities, and they maintain responsibility for ensuring that their call center operation runs smoothly and efficiently. With managers often having large staffs of call center representatives to manage, regulatory compliance requirements to address, customer satisfaction to uphold, sales targets to hit, and more, it’s no surprise that call […].

Compliance 318

Compliance Customer Satisfaction Sales Contact Center 318

Intercom, Inc.

FEBRUARY 2, 2018

That’s right, would you offer yourself a job at your company? It’s a question every interviewer should ask themselves. No, this isn’t some theoretical mental exercise. It’s actually a powerful question to ask yourself when you’re looking to expand your team but find yourself paralyzed with options. When you are a small but growing company or team each additional hire has a disproportionately large impact.

Technology 192

Technology Technology 192

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will Avaya soar upwards, freshly unburdened from its decade of debt? Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? Will the AI / chatbot hype start to live up to its promise?

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

Heart of the Customer

FEBRUARY 1, 2018

A common concern I see among CX pros is a concern over customers who are making “bad” choices. Customers who aren’t making the best use of the company’s products or services. This problem exists across industries, both B2B and B2C. Some examples include: Business customers who underutilize their purchased software; Patients who don’t follow a […].

CX 94

CX B2C B2B Customer Experience 94

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

Callminer

FEBRUARY 1, 2018

Call center managers are tasked with myriad responsibilities, and they maintain responsibility for ensuring that they are running a call center operation smoothly and efficiently.

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182

Intercom, Inc.

FEBRUARY 1, 2018

In August of 2016, Rachel Hepworth embarked on a unique challenge: start a growth marketing team at one of the most successful startups of this generation – one that had long relied heavily on word of mouth. That company, of course, is Slack, and Rachel’s growth marketing team now owns Slack’s full acquisition funnel, from demand generation and team creation to activation and monetization.

Start-ups 174

Start-ups Agriculture Sales Education 174

Fonolo

FEBRUARY 1, 2018

There are a few things to keep in mind when building an A+ team of call center agents. First and foremost, make sure that you’re hiring the right people (that’s of course more difficult than it sounds). Once the right candidates are in place, the training becomes critical. We already know how monotonous a call center agent’s role can be but, by making the training process exciting and fun, you’re creating a better environment for everyone.

Contact Center 92

Contact Center Gaming Start-ups Customer Feedback 92

Myra Golden Media

JANUARY 30, 2018

Today I’m going to show you how to use the Feel, Felt, Found method to express empathy to your customers. What’s great about the Feel, Felt, Found Method, is, it gives you the perfect response when you can’t give the customer exactly what they want. It helps you to be more relatable, and to foster a sense of connection with customers. The Feel, Felt, Found method is easy to use.

Customer Service 83

Customer Service Contact Center Customer Experience 83

Intercom, Inc.

JANUARY 30, 2018

In customer engagement, the right context for a message matters just as much as the right time and recipient. Given that content is in itself a tool for engagement, the same principle is in play. Today, we released our second installment in our audiobook series, Intercom on Customer Engagement. Divided into 8 shorter chapters, this compilation is our guide to crafting actionable messaging strategies that will help you grow your business.

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117

UJET

FEBRUARY 1, 2018

A solid customer engagement strategy, when done well, increases reputation, customer satisfaction, and loyalty. After years in search of the perfect formula for building and maintaining successful customer relationships, we've uncovered a winning combination.

Customer Satisfaction 74

Customer Satisfaction Customer Relationship Customer Experience 74

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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.

VOC

Beyond Philosophy

JANUARY 31, 2018

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Companies are fond of saying that employees are their most powerful resource, and in many ways – especially their influence on customer loyalty – that’s been well proven. But, to understand what factors leverage employee behavior, most organizations have historically relied on satisfaction and engagement surveys, typically conducted through HR.

Customer Loyalty 68

Customer Loyalty CX Customer Experience 68

PeopleMetrics

FEBRUARY 2, 2018

Hi everybody! Today I'm really excited to release the first video in a new series called CX Secrets , where I'll be talking about exclusive bonus materials from a book I'm working on titled Listen or Die! The 40 Lessons That Turn Customer Feedback Into Gold. CX Secrets includes exclusive bonus material from Sean's book. Download the video transcript here.

CX 70

CX CEM Business Administration Machine Learning 70

Uniphore

JANUARY 29, 2018

Annoying notifications, complex registration and freezing are the top three reasons for uninstalling mobile apps, according to an Appiterate survey, so it's no wonder that most people use only about five of the apps on their mobile, and ignore the other thirty or so. I personally couldn't live without 7-8 apps, but I rarely touch the rest. Read More.

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62

UJET

JANUARY 30, 2018

In today's competitive marketplace, how can you encourage customers to stay loyal to your brand and products when there are so many choices available? You have to provide an outstanding product, of course, and it must be appropriately priced, but there are a lot of companies that can do that. What will set you apart and build brand loyalty, however, is your customer support.

Customer Service 69

Customer Service Customer Experience 69

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.

AI

CX Journey

JANUARY 31, 2018

Image courtesy of Pixabay Change. It's inevitable. And it's hard. Many - as high as 70% of - change initiatives fail. But don't let that stat scare you. And don't let it change your attitude about what lies ahead. Don't let that become a self-fulfilling prophecy! You know you need to make the change. You know that it will take a Herculean effort. You can do this!

CEM 65

CEM Government Customer Experience Management Start-ups 65

Kerry Bodine

JANUARY 27, 2018

It’s the beginning of a new year, which is always the perfect opportunity to reflect on the past and make grand plans for the future. (And just in case you’re wondering, that’s exactly what we’re doing here at Kerry Bodine & Co.) As part of that effort, I recently took a look back at our most popular posts of 2017—and I wanted to share them with you here.

Customer Journey Map 0

Customer Journey Map Customer Experience Touchpoint Gaming 0

Customer Bliss

JANUARY 30, 2018

Ingvar Kamprad, Founder of IKEA , recently passed away in Sweden, leaving quite a legend behind him. IKEA, the beloved furniture store not just for Americans, but for people all over the world, first came to the United States in the 1980s , slowly revolutionizing the way consumers shop for furniture and household items. . IKEA is a company that knows its purpose, understands its customers, and provides value and consistency.

CX 57

CX Customer Experience 57

Provide Support

JANUARY 30, 2018

8 Ways to Say No to Customers. Have you ever heard “No” as a customer? How did you feel? Were you disappointed? Sometimes it may happen that we need to say “No” to our customers or deliver negative news. In fact, this is one of the most unpleasant parts of customer service workflow. Dealing with negative news requires specific skills and self-control.

Customer Service 52

Customer Service Customer Experience 52

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

Kate Nasser

JANUARY 28, 2018

Service leaders, loving to serve outpaces serving well. Here's why. By Kate Nasser The People Skills Coach™ | Leadership, Teamwork, Customer Service, Morale. The post Service Leaders: Serving Well vs. Loving to Serve | #Leadership #Custserv appeared first on KateNasser.com.

Customer Service 41

Customer Service 41

SugarCRM

JANUARY 30, 2018

Big news! We have expanded SugarCRM Hint, our flagship offering from SugarCRM’s Relationship Intelligence product line beyond leads and contacts. Now, you can gather relationship intelligence about businesses and organizations. It works like this: users enter a name and email address into Hint (just like they always have). In addition to more info about the contact, Hint now pulls in accurate, verified corporate data about the contact’s organization into Sugar’s accounts module.

Data Entry 50

Data Entry CRM Sales 50

ClientSuccess

JANUARY 31, 2018

Webinar Details. ClientSuccess hosted Boaz Maor, VP of Customer Success of OpenGov and the 2017 Customer Success Innovator of the Year , for this month’s customer success webinar series: How to Build Out Your Customer Health Score Using the Customer Maturity Index. The webinar was held Wednesday, February 21st, 2018 at 11:00 am Mountain Time on the topic of building out your customer health scoring approach using the Customer Maturity Index (CMI).

Government 40

Government B2B Innovation 40

Waypoint Group

FEBRUARY 1, 2018

If your company sells products and services to other businesses (B2B), are you confident that your customer engagement process is utilizing an effective B2B approach? Many companies make the mistake of relying on their own experiences as consumers to implement “survey” programs in their businesses. But B2B is a completely different structure than B2C, and you’re most certainly missing out […].

B2C 40

B2C B2B Customer Feedback VOC 40

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

Confirmit

JANUARY 29, 2018

In our recent report “The State of Customer Experience: Time to get real”, based on a survey of over 250 Customer Experience professionals, we have tried to identify what the most successful companies are doing, what we can learn from them, and what you need to do to deliver similar results. In this webinar, Claire Sporton, Vice President, Customer Experience Management, Confirmit and Steve Hurst, Editor, Engage Business Media discussed some of the key highlights of the report.

Customer Experience 40

Customer Experience Voice of the Customer Customer Experience Management CX 40

Customer Service Training

FEBRUARY 1, 2018

Customer Service Training Helper is 10 years young today

Customer Service 52

Customer Service 52

Customer Bliss

FEBRUARY 2, 2018

Being empathetic and engaged are core parts of the patient and caregiver experience at Cleveland Clinic. Dr. Adrienne Boissy , a neurologist and the leader of the patient, caregiver, and family experience at Cleveland Clinic, shares the path to embedding customer experience into a healthcare organization. We talk about the importance of putting patients first, and what it takes to sustain the philosophy, mindset, and operational priorities to keep this work going.

Healthcare 33

Healthcare Customer Experience CX Education 33