Intercom, Inc.

MARCH 21, 2018

No matter how good your product is, if you can’t tell a cohesive, compelling story about it, you’re going to have a very hard time getting people’s attention when you actually do take it to market. Companies like Amazon understand this well and are rightly famous for their “work backwards” philosophy. You start by writing the press release, to articulate how the world will see your product, and then work backwards until you get to the minimum set of technology requirements to achieve your goals

Start-ups 223

Start-ups Customer Satisfaction B2B Technology 223

Callminer

MARCH 20, 2018

AI and automated analytics are instrumental for uncovering a wealth of actionable intelligence from the millions of data points captured in customer interactions.

CX 182

CX AI 182

Uniphore

MARCH 21, 2018

It seems automation is everywhere these days, allowing people to accomplish a variety of tasks faster, and the customer service industry is no exception, where technological advancements continue to transform the customer experience, and businesses continue to discover the benefits of real-time automation. Here are the top 5 customer service automation trends in 2018: Read More.

Contact Center 159

Contact Center Technology Technology Customer Service 159

Win the Customer

MARCH 22, 2018

As a business owner, you understand the importance of keeping your valued customers happy; after all, a happy customer usually means a repeat customer. Thus, the last thing you want is to inadvertently drop the ball and/or anger a valued customer and have them decide to shop elsewhere due to a foul up by one of your support agents or glitchy systems.

Customer Service 144

Customer Service Invoicing Social Media Customer Satisfaction 144

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

Intercom, Inc.

MARCH 23, 2018

Advertising legend David Ogilvy said nobody should have anything to do with marketing until they’ve read Scientific Advertising seven times. And when the father of advertising gives you a book recommendation like that, you sit up and take notice. Despite being almost 100 years old, Scientific Advertising by Claude Hopkins remains one of the best books on sales and marketing ever written.

Manufacturing 220

Manufacturing Sales Gaming Technology 220

Beyond Philosophy

MARCH 23, 2018

Have you been on a flight recently and found that you arrived at your destination a little early? I have, but I never thought much about it until I heard this NPR report. A Tufts University researcher named Silke Forbes thought it odd that she arrived 30 minutes early on a flight from Cleveland to Washington. She had taken the same flight a few years before, but it had taken less time back then.

Transportation 124

Transportation Customer Expectations Customer Experience 124

CX Journey

MARCH 21, 2018

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget. By that I mean that they have no allocated financial resources for improvements to be made as a result of the learnings from surveys and other listening posts, journey mapping, and other customer experience strategy exercises that become the catalyst for onstage customer experience or behind-the-scenes process improvements.

CX 108

CX VOE Customer Journey Map Text Analytics 108

Intercom, Inc.

MARCH 20, 2018

A successful SaaS business is built on retaining your existing customers, not just acquiring new ones. Today, we’re launching The Customer Retention Starter Kit to help. Retention is the foundation of growth for any company. It affects pretty much every metric that matters to your business. It increases your chance of virality, since users who stick around for a long time are more likely to share your product with others.

Customer Retention 174

Customer Retention 174

UJET

MARCH 22, 2018

"Every time I order through chewy I am blown away by the speed and quality of the service." "I have never come across such an understanding company and one so willing to help and give advice." "I think Chewy is the best thing since sliced bread." "There is simply no better online business.". The quotes above are actual testimonials from customers of the online pet supply retailer Chewy, submitted by the company in connection with its nomination for the 2017 Stevie Awards Customer Service Departm

Customer Experience 101

Customer Experience Retail Customer Service 101

Taylor Reach Group

MARCH 19, 2018

By: Turaj Seyrafiaan. In the last Indicators post, we discussed one of the most important operational indicators: Average Handle Time or AHT. In this issue, we continue with other operational indicators dealing with the efficiency of the center, i.e. “Service Level”, “Average Speed of Answer (ASA)” and “Occupancy Rate”. Although each indicator provides different information, they are inter-related and must be treated as a single group.

Contact Center 92

Contact Center Customer Satisfaction Customer Expectations Customer Service 92

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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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ProProfs

MARCH 21, 2018

The increasing importance of personalized learning forced many schools around the world to create better environments for their students. The amount that institutions spend in introducing new technologies is increasing day-by-day and is expected to reach a whopping $19 billion globally by 2019. With the rise of technology in classrooms(blended-learning models, online classrooms, etc.), students are having more access to constant information when compared with the previous generations.

Education 89

Education Technology Technology Gaming 89

PeopleMetrics

MARCH 21, 2018

We all remember that dreaded phone call. After working all day, you'd pull out your chair to sit down for a family dinner and the phone would ring. You'd roll your eyes and walk over to pick it up. A stranger's voice would then ask if you had a few minutes to answer some questions about a recent experience you had with a company. Really? Right now? "Please call back later, I'm having dinner with my family.

CEM 82

CEM Business Administration Machine Learning Social Media 82

Heart of the Customer

MARCH 19, 2018

I had the opportunity to join The CX Show, with SaleMove co-founder and CEO, Dan Michaeli. Here’s their summary: Jim defines customer experience as the overall experience customers have with you across all touchpoints and even beyond. It typically begins in the call center and extends to the company website, apps, your sales representatives, your […].

CX 76

CX Touchpoint Sales Customer Experience 76

Fonolo

MARCH 22, 2018

In a society becoming increasingly obsessed with text messages, DMs, and emojis, it turns out that authentic, real-time human interaction through phone calls is still the preferred way to deliver optimal customer service. Here are some key reasons why it’s critical to maintain an effective real-time call center strategy to ensure lasting customer satisfaction, retention, loyalty.

E-commerce 79

E-commerce Customer Service Contact Center Customer Retention 79

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

ProProfs

MARCH 20, 2018

Gone are the days when learners would walk up to a library and solely rely on books in the pursuit of learning. They still do, but now, most of the learning happens online with intermittent access to offline resources. The millennial generation expects to learn a concept in the best possible way, no matter the learning medium. They want to claim complete freedom in the way learning happens.

Social Media 89

Social Media 89

Taylor Reach Group

MARCH 20, 2018

By: Turaj Seyrafiaan. Have you ever wondered what is behind any of the Contact Center operational indicators? Why do we measure what we measure and what do they mean? In this article, we tackle one of the most important indicators; Average Handle Time (AHT). AHT is defined as the total amount of time (on average) that an agent spends on a contact. In a Contact Center environment (voice, chat), AHT includes talk time, hold time and after call work time (ACW).

Contact Center 80

Contact Center Technology Technology Start-ups 80

Intercom, Inc.

MARCH 19, 2018

The engineering interview presents a unique opportunity to showcase your company’s engineering culture and values to potential new hires. It may be a candidate’s first substantial interaction with your company, and just as you would build a great first experience for your customer, it’s equally important to build a great interview process for your candidates.

Engineering 85

Engineering Start-ups 85

Customer Service Life

MARCH 18, 2018

This article was originally posted on the FCR blog on February 22, 2018. Click here to read the original post. One of my colleagues at FCR recently asked if I recommend any other communication and collaboration tools besides Slack. As I mentioned in a recent article highlighting the ways support teams use Slack , it’s the clear choice for the majority of our clients for communication with their support teams.

Customer Service 68

Customer Service Contact Center 68

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

Beyond Philosophy

MARCH 23, 2018

Customers will fight harder to keep what they have than they will to gain new things. This is called Loss Aversion and it’s a big driver of customer behavior. This can be the route of customer complaints. What are the implications for designing a customer experience? The post Why Do Customers Fight For What They See To Be Their Rights? appeared first on.

Customer Experience 60

Customer Experience 60

ProProfs

MARCH 22, 2018

One of the biggest challenges that most teachers face is drawing students’ towards the courses. Although teachers work hard to make their students understand the complex concepts, they still feel disinterested and bored during the lectures due to which they fail to get good grades. However, to make the teaching methods effective and interesting, educational institutions need to redefine the learning process with fresh and innovative ideas.

Education 69

Education Innovation 69

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. We have explained each term and definition and provided lots of extra sources, if you want to dive deep into the topic.

Net Promoter Score 60

Net Promoter Score Customer Experience B2C CEM 60

Kerry Bodine

MARCH 22, 2018

As I was turning on my phone after touchdown in Toronto a few days ago, I realized that I hadn’t set up an international mobile plan for my trip. Ugh. I was in the process of making a mental reminder to log onto AT&T’s website once I got to my hotel room when I got a text: AT&T Free Msg: Reply YES to learn how to get unlimited text, 1GB of data and a low calling rate while traveling abroad (free to reply).

Start-ups 54

Start-ups 54

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

Taylor Reach Group

MARCH 21, 2018

By: Peg Ayers & Turaj Seyrafiaan. Definition: The percentage of time your agent was exactly where they were scheduled to be. Calculation: Agent’s scheduled log in time – total amount of minutes out of schedule adherence X 100. Agent’s scheduled log in time. Example: An agent is scheduled to work 8 hours (480 minutes) and is five minutes late going to break and five minutes late returning from break, for a total of 10 minutes out of schedule adherence.

Contact Center 54

Contact Center Customer Satisfaction Customer Service 54

Fonolo

MARCH 20, 2018

It’s been an action-packed few weeks in the contact center industry. Recent announcements from Twilio, Vonage and Amazon are worth a closer look because I think they outline an important shift in the industry. For the last decade, the dominant tension in the call center world has been between the “old way”: buying equipment via up-front payment plus maintenance contracts; and the “new way”: buying a cloud service via monthly subscription.

Contact Center 52

Contact Center Engineering Social Media B2B 52

Provide Support

MARCH 20, 2018

A decade ago, our familiarity of AI was only restricted to the silver screen. But today, the scenario has changed completely. Although AI is yet to take over our lives in a formidable way, as projected in 2004 blockbuster movie- I, Robot , the technology is certainly pervasive. It has transformed forever the way we interact with our immediate surroundings.

AI 53

AI Customer Experience Technology Technology 53

Kerry Bodine

MARCH 17, 2018

Wondering how to map the experiences that your customers currently have with your organization? Follow these five steps. 1. HYPOTHESIZE about the experience you currently deliver. A hypothesis journey map is just what it sounds like: your hypothesis of what customers go through as they do business with you. Be careful with this step— it’s necessary, but can also be dangerous.

Start-ups 54

Start-ups Technology Technology Customer Journey Map 54

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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.

AI

Customer Bliss

MARCH 22, 2018

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel,” is a great quote from Maya Angelou, that Claudiu Coltea , EVP and Head of Customer Experience for Citizens Financial Group, shared while answering the pay-it-forward question, that I ask in every podcast interview, “what do you know now that you wish you knew then?

Finance 51

Finance CX CX Transformation Healthcare 51

Confirmit

MARCH 19, 2018

It’s the first day of spring in the northern hemisphere! Spring represents more than just warmer weather. It represents new life and new beginnings. In my opinion, this season of new beginnings is a perfect time for Market Research agencies to evaluate their business. Are your profits growing like the spring flowers? Are new opportunities emerging from hibernation?

Text Analytics 49

Text Analytics Sentiment Analysis Gaming Technology 49

SugarCRM

MARCH 22, 2018

Personal data is valuable, and it’s easier than ever to obtain. Since the onset of the digital revolution, consumers have made it very easy for companies to sweep up a great detail of data about themselves and their activities. While all this data has been a boon to companies’ sales and marketing efforts, it’s created some bad corporate habits. While some companies are open about their data practices, many seem to operate under to motto: “ it’s better to ask forgiveness than permission. ” Some o

Compliance 53

Compliance Innovation CRM Legal 53

Kerry Bodine

MARCH 18, 2018

As head of the jury for the Service Design Awards, I’m proud to stand behind the outstanding and inspirational 2017 winners, and I look forward to welcoming our 2018 submissions. So if you’re a student, designer, or professional doing great service design work, don’t miss the opportunity to gain international recognition by entering in 2018. What is the Service Design Award?

Customer Experience 48

Customer Experience 48

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