Sat.May 16, 2020 - Fri.May 22, 2020

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Supercharge Your Agent Workforce With These 8 Bots

Uniphore

Every action a business takes is now seen through the lens of the coronavirus pandemic. Business processes and workforce management considerations that were unthinkable a few short months ago, contact center leaders are revisiting. Call centers have become frontline workers in the wake of COVID-19. They are considered to be one of the most vulnerable places for the spread of this contagious virus.

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Reading list: Analyzing great product teams

Intercom, Inc.

As a product-led company, we have put great thought, time, and energy into how we organize our product teams. . After all, excellent design and engineering can only come from product teams that are empowered to solve hard problems and build great software. In our model, product teams effectively own a piece of the product, and consist of a Product Manager, Designer, and a few Product Engineers. “We have written a lot about the alchemy of great product teams, the ingredients that make them

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Post Pandemic Silver Lining: Are You Grasping This Incredible opportunity?

Beyond Philosophy

Post Pandemic Silver Lining: Are You Grasping This Incredible opportunity? As everything starts to open, what is the silver lining of the pandemic? This is a unique opportunity to change customers’ habits and there has never been a better time to help customers form new habits. As states have reopened and people are emerging from their homes into the bright light of the post-pandemic world, we have a unique opportunity to make some changes in customer behavior that can lead to customer-dri

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Simple Guidance For Work From Home Call Control Skills

Myra Golden Media

The average business call lasts two minutes longer than it should. One of the top reasons calls get beyond employees’ control is they struggle to get a rambling or upset customer to cut to the point at the beginning of the conversation. If you’re like most of my clients, you have more pots now than you have burners. The last thing you need to be doing is worrying about your work from home employees’ ability to move swiftly from one call to the next.

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From Start to Scale: Driving Growth Through Seamless Payments Implementation

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

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How to justify A CX program to your CEO

Lumoa

Many feel like they face an uphill battle when trying to justify a customer experience program to a CEO. Here are a few ways that you can show the value of CX and make it easier for your CEO to get on board with it.

CX 113
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Why efficiency, not just effectiveness, is key to scaling customer success

Intercom, Inc.

As customer success managers, we wear many hats. We need to stay on top of market trends and product updates, all while making sure our customers become wildly successful. During times of rapid change, juggling everything on our plates, along with everything on our customers’ plates, can feel like a herculean task. Just as we’re adapting our business strategy and plans , so are our customers – and they’re looking to us for guidance.

Sales 223

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If You Find COVID-19 Is Making Customers More Hostile, You’re Not Alone.

Myra Golden Media

As some companies begin phasing back into office work, employees are worried. They fear to be in intense interactions with frustrated customers. They fear they won’t be able to diffuse anger and de-escalate. These are the top concerns I’m hearing from clients about re-opening: Front-facing employees worry about potential fallout when they tell customers masks are required for entry.

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Top 10 Live Chat Benefits You Have to Know

Comm100

Note: This blog post was originally published on Jul. 20, 2015, and as it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. If you’re reading this blog post, you probably already know that live chat is a platform that allows you to chat directly with your website visitors.

Sales 111
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Necessity Is the Mother of Invention

Heart of the Customer

Despite all the hardship, trauma, and loss endured by the global community the past few months, I can’t help but feel a sense of awe at times. I truly believe this is the greatest period of innovation I have experienced in my lifetime. Cataclysmic Changes Our way of life changed almost overnight, leaving people to solve […]. The post Necessity Is the Mother of Invention appeared first on Heart of the Customer.

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How to Justify a CX Program to Your CEO

Lumoa

There are a lot of stats that showcase how critical a customer experience program is to any business’ success. Some experts feel that companies stand to lose upwards of $75 billion if they don’t deliver a best-in-class experience. Other research points to a slightly lower, but still an eye-popping loss of $44 billion. While the potential revenue losses are enough to get any CEO’s attention, many companies still aren’t making CX a priority.

CX 97
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Frost Radar: Voice of Customer Analytics, 2024

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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Skill Assessment Tests: Top 8 Benefits and How to Create One

ProProfs

Did you know that businesses that use assessment software are 36% more likely to be satisfied with their new hire? For a business to be successful, it needs to be able to accurately assess the skills of new hires, existing employees, and, at times, even customers. A skill assessment test can help you assess the skills, personalities & abilities of your employees to make sure that they are the right fit for the role.

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Why Your Best Is NOT Good Enough

The DiJulius Group

1. Feature Article Why Your Best Is NOT Good Enough By John DiJulius, Chief Revolution Officer My two favorite examples of how giving your best should not be the goal are: The Reality Distortion Field and the 4-Minute Mile. My least favorite saying is “I gave my best.” To me, it is an unacceptable crutch; Read Full Article. The post Why Your Best Is NOT Good Enough appeared first on The DiJulius Group.

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How to Train Remote Agents

UJET

Proper training and onboarding for support agents not only helps them get up-and-running faster and more efficiently, but it can also be the difference between an average and a great customer experience. And now, with support teams predominately remote, providing agents with the training they need has become even more essential. Inexperienced agents need more in-depth training like call scripts, platform demos, and lessons on best practices.

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In Times of Crisis, Contact Center Agents Must Practice Mindfulness

DMG Consulting

5 Customer Service Trends That Point to a Promising Future. 2/27/2020. By Donna Fluss. View this document on the publisher’s website. COVID-19 is frightening for good reason. There is no vaccine, no known cure, and no medicines that have proven to minimize its impacts. We’ve dealt with epidemics before—including the H1N1 pandemic in 2009, which gave us a scare—but never in any of our lifetimes have we confronted a pandemic of this magnitude, where the primary mechanisms for mitigating its

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Prepare Now: 2025s Must-Know Trends For Product And Data Leaders

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.

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10 Best Practices For Remote Training You Should Know

ProProfs

According to data from FlexJobs and Global Workplace Analytics: In 2015, 3.9 million workers in the U.S. worked remotely. Today the number stands at 4.7 million. In the previous five years, remote work grew 44%. With this spurt in remote work culture, there is a corresponding need for remote workforce training. The best practices in employee training , either local or remote, more or less remain the same.

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5 Ways to Reduce Customer Churn for SaaS in a Recession

Totango

The continuing COVID-19 health crisis may well produce a recession that has a significant impact on the Software-as-a-Service (SaaS) industry. No one is certain how this will change the long and short-term behaviors of customers, lenders, and enterprises in a SaaS world. As their customers are presented with changing markets and deal with the uncertainty that comes with current events, SaaS companies must be prepared for a potential wave of churn.

Finance 77
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How to Train Remote Agents

UJET

Proper training and onboarding for support agents not only helps them get up-and-running faster and more efficiently, but it can also be the difference between an average and a great customer experience. And now, with support teams predominately remote, providing agents with the training they need has become even more essential. Inexperienced agents need more in-depth training like call scripts, platform demos, and lessons on best practices.

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‘Getting Back to Normal’: Why Your Customer Success Approach Should Never Be the Same

ClientSuccess

After months of trying to stay on top economic changes and, quite simply, treading water in a churning sea, many SaaS organizations are figuring out how to make it through on the other side. With many industries starting to open back up after social quarantine measures and some sense of ‘normalcy’ returning to the world, businesses of all shapes and sizes are stepping out of this hibernation with a renewed sense of focus and dedication to get back to normal.

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HR Meets AI: The New Way of Keeping Large Workforces Connected and Engaged

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.

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Why a Test Creator Is the Most Useful Tool for Your Business

ProProfs

Did you know that businesses that use assessment software are 36% more likely to be satisfied with their new hire? That’s because pre-hiring tests created with such software can easily give more accurate outcomes than paper-based tests. . If you run a business and are tired of creating, distributing, and grading tests manually, an online test creator software can be an easy solution to your testing woes. .

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5 Best Practices for a Remote Customer Success Team

Totango

Technology, as they say, is the future. In 1995, 9 percent of people reported that they telecommuted or had done so in the past. In 2016, that number had risen to 37 percent. That number was already expected to keep growing, but recent events have caused telecommuting to spike as employees switch to working from home in order to limit the spread of COVID-19.

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Omnichannel vs Multichannel Customer Service – How they Differ and Why it Matters

Comm100

Long gone are the days when customer service teams could offer just one communication channel to their customers. Today’s consumer wants choice. They want to decide whether to drop you an email, talk with a live chat agent, post a question on Facebook, or even text you through SMS. It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand.

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ClientSuccess Recognized by SIIA as best Customer Success Management Solution

ClientSuccess

SILICON SLOPES, UT (May 18, 2020) – ClientSuccess, a leading B2B SaaS customer success management platform, has been named the best Customer Success Management Solution of 2020 as part of the annual SIIA CODiE Awards. The prestigious CODiE Awards recognize the companies producing the most innovative business technology products globally. “We’re thrilled to win the 2020 CODiE Award for Best Customer Success Solution,” says Dave Blake, CEO of ClientSuccess.

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eCommerce in 2025: How Customer Experience Drives Online Retail Success

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

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Part 1: B2B Customer Support: Cost Center or Profit Center?

TeamSupport

There are two types of people in the world. The first type thinks B2B customer support is a cost center, or a necessary expense for running a business. After all, having a support team is required for your product, and it’s just something you need to have. The second type thinks B2B customer support is a profit center. Support may be part of a successful business, but that’s because they are a part of a greater revenue generating team.

B2B 64
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Get more out of SuccessBLOCS and APIs

Totango

Hi, We are two months in and finally we are starting to see the light at the end of the tunnel. While we have been sheltering-in-place we have been very busy building some exciting new functionality for you. SuccessBLOCs continue to be a focus for the second release of our Belize update. Earlier this year we launched the SuccessBLOC marketplace to make finding best practices and templates easier.

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Returning to the Skies and the Role of CX

Confirmit

There’s no sugar-coating it. Things in the global aviation industry are tough going at the moment. Heathrow Airport, one of the busiest airports in Europe saw a 97% drop in passengers in April. What was looking like it could be a 4-6-week struggle is now clearly a global game-changer. Airbus has warned that the industry could take up to five years to recover to levels seen before the Coronavirus pandemic.

CX 59
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5 Customer Service Trends That Point to a Promising Future

DMG Consulting

5 Customer Service Trends That Point to a Promising Future. 2/27/2020. By Donna Fluss. View this document on the publisher’s website. Last year was a great year for service organizations and contact centers—even when it was clear that customers and clients were often displeased with levels of service (with a few notable exceptions). That’s because enterprise executives have finally accepted that their organizations need to deliver the personalized service experiences their customers want

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AI for Business Outcomes: Selecting the Right Tools to Drive Results

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.

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Part 2: B2B Customer Support: Cost Center or Profit Center?

TeamSupport

Did you miss Part 1 of this series? It was quite a show! Luckily, you can still go back and read it! We’re looking at different B2B customer support channels from two distinctly opposite perspectives: cost center (support is a necessary evil of business) and profit center (support can hold its own in the revenue generation conversation). In Part 2 we are looking at two of the most modern support channels, self-service and visual support.

B2B 59
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5 Reasons Why Customer Service Reporting is Important

Provide Support

The post 5 Reasons Why Customer Service Reporting is Important appeared first on Provide Support Blog.

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How Customer Experience is shaping during COVID-19 with ‘New Normal’

SurveySensum

In this unprecedented societal shift, as the reality of this new COVID-19 pandemic took the world by surprise, it has affected everyone’s life. We as humans have faced crisis situations in the past and always have come back stronger “descent with modification” The impacts of the COVID-19 pandemic continue to reverberate within our neighborhoods, workplaces and homes and throughout our economy.

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How to Lead in a Crisis

The DiJulius Group

How you lead right now says so much about you as a leader. You have to set the tone for your entire organization. You have to be that person to fight overcome the odds and be the one that people can look to and rely on. How to Be a Great Leader Today 1. Figure. Read Full Article. The post How to Lead in a Crisis appeared first on The DiJulius Group.

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Business Intelligence 101: How To Make The Best Solution Decision For Your Organization

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.