Does Average Handle Time (AHT) Really Matter?
Callminer
JANUARY 28, 2019
A major point of debate around Average Handle Time (AHT) is it is now a useless metric for understanding how effective you are at measuring customer experience (CX).
Callminer
JANUARY 28, 2019
A major point of debate around Average Handle Time (AHT) is it is now a useless metric for understanding how effective you are at measuring customer experience (CX).
Intercom, Inc.
JANUARY 28, 2019
A great partnership between product and sales needs to be based on shared definitions of success and an agreed upon process to collaborate. Without these things, the relationship retreats to the magnetic stereotypes of both industries: Product teams think sales teams will do, say and sell anything to make money, while sales teams think product teams will build anything cool except things that actually make money.
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Lumoa
JANUARY 29, 2019
What is personalized customer experience and how to build it? Learn from the best customer-centric companies about the importance of customer experience personalization.
The DiJulius Group
JANUARY 30, 2019
Must Watch Video – The Future Of Customer Service Take ten minutes this week and show this The Future Of Customer Service video to your leadership team. Everyone needs to know what is happening and how to be ready for 2019 and beyond. The ONE THING The Best CX Companies Do Differently Nearly every business. Read Full Article. The post The One Thing The Best CX Companies Do Differently appeared first on The DiJulius Group.
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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.
Heart of the Customer
JANUARY 29, 2019
Two weeks ago, I posted “Is Customer Experience a Missed Opportunity?” and shared CCW’s 2018 Market Survey. The report discussed the fact that many customer experience (CX) programs are failing to drive change. There were multiple takeaways; only 9% of programs said their primary use of journey maps was “to ‘orchestrate’ predictive and/or proactive engagement,” […].
Intercom, Inc.
JANUARY 31, 2019
We’ve thought about this truth a lot during the last few months at Intercom as we’ve been going through our annual planning. As part of the process, we’ve spent a lot of time reviewing who we should be selling to these days, and how we should be selling to these customers. The process of defining your positioning strategy is not a one-and-done deal – in a crowded marketplace, it needs to be an ongoing exercise.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Fonolo
JANUARY 31, 2019
We open in the year 2019. It’s a challenging time for customer service executives. Customer expectations are higher than ever … and competition is stiff. Roughly 82% of customers are willing to leave a brand because of poor customer service. The protagonist prepares for a long journey through the customer service galaxy. The goal is simple: To provide customer support executives with the insights they need to meet the expectations of their customers in 2019 (and beyond).
Beyond Philosophy
FEBRUARY 1, 2019
Psychological theories help explain why people do what they do. As customer experience consultants we believe when you are working on a Customer Experience strategy psychological theory is crucial to understanding the behavior of your customers. However, psychology is unlike other sciences; it isn’t exact. In fact, you might have to consider much of what psychology tells us is provisional, an impermanent hypothesis that explains what many people do most of the time.
Intercom, Inc.
FEBRUARY 1, 2019
Onboarding a company to your product is different from onboarding an individual user. It requires many people across departments to get setup and start seeing the value your product can provide. If you sell your product to businesses and haven’t designed your onboarding to support groups of people, you’re likely asking people to complete tasks they’re not capable of or lack the permissions to do.
Lumoa
JANUARY 30, 2019
What is customer experience? We asked 15 CX experts and practitioners to define customer experience management and trends in 2019.
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
Fonolo
JANUARY 29, 2019
We have 17 gifts for you today, or rather, 17 intriguing facts about call centers! You may know a few of these already, but trust us: It never hurts to revisit some of the pivotal advancements, trends, stats, and interesting facts that have made waves in the call center industry (both past and present). With the “era of the customer” in full swing; the increase in customer expectation for omnichannel communication; and the never-ending developments in communication methods through AI-power
Totango
JANUARY 31, 2019
Every successful SaaS company must be a strict disciple of the culture of the customer. This culture reflects the current customer-centered economy that has arisen through the digital transformation of business. The personalization of subscription services means customers expect an individual experience from every product they engage in or they will simply move to a competitor.
Intercom, Inc.
JANUARY 30, 2019
We’ve talked a lot about how businesses can use chatbots to accelerate sales, marketing and support. Maybe you wonder if we practice what we preach ??. Here’s an inside look at how we use our bots 24/7. Dogfooding our own bots is not just a way for us to gain product knowledge or test new functionality. We use our bots to automate everything from workflows to conversations.
ProProfs
JANUARY 30, 2019
Are you still not convinced about the power of social media and the benefits it offers for your business? Then, you need to take a closer look. With more than 2 billion users worldwide, your target customers are already there. These days, various marketing tools like free online quiz maker , survey makers, learning tools are making up for a crucial part of many brands’ marketing strategy.
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.
Customer Bliss
JANUARY 29, 2019
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
Myra Golden Media
JANUARY 28, 2019
Every week I silo for three uninterrupted hours to invest in myself. For this self-improvement exercise, I’ve attended a webinar, read a book, watched a Ted Talk, or sat with a mentor over coffee. If I’m in my office during this three-hour window, my phone is on Do Not Disturb and my inbox is paused. Two weeks ago I sipped Syrah and read one of the best communication books I’ve ever read.
Intercom, Inc.
JANUARY 29, 2019
There’s a classic response people have when talking to larger companies – I call it happy ears. It’s incredibly easy to be overly optimistic when you see a sexy new logo walk in the door. The thing you forget is that at large organizations, there are lots of people there who are constantly evaluating technology and looking for ways to use those new tools to help them stand out or leverage a proposal to negotiate better terms with their current vendor.
ProProfs
JANUARY 30, 2019
Well-developed employee training programs are necessary to meet the learning & development needs of both existing as well as new employees. It is how employers sharpen the skills of their workforce so that the latter can fulfill their defined roles and responsibilities. Only effective training methods can translate into positive employee performance and a significant bottom-line.
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
TeamSupport
FEBRUARY 1, 2019
In the data-driven corporate world we work in, metrics are everything. And, thanks to so many technology solutions on the market, getting information is easier than ever before. However, getting the right information is the real challenge and what differentiates a customer support data novice from an expert. Looking at the exact information your business needs can elevate an entire team to perform better and exceed expectations.
UJET
JANUARY 31, 2019
Imagine how much you’d learn if you were a fly on the wall whenever customers talked about your product or service.
Intercom, Inc.
JANUARY 31, 2019
We’ve spoken at length about the impact automation and bots can have on your sales and support teams – all powered by Operator. But you may be wondering what Operator is and what exactly does it do? Operator is our automation technology that powers all of our bots. It’s the driving force behind the bots that take mundane tasks off your hands, like Task Bots , Custom Bots and Answer Bot.
CX Journey
JANUARY 30, 2019
Do you know all of the building blocks of a customer experience transformation strategy? I've mentioned the CX Perception Gap before, right? You might know it as Bain's Delivery Gap, which states findings from their 2005 research: 80% of executives believe they deliver a superior experience, while only 8% of customers agree. What gives? I wrote about that massive gap last year and cited two reasons that Bain offered up for its existence: (1) a focus on acquisition over retention, and (2) a mispl
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51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.
Beyond Philosophy
FEBRUARY 1, 2019
Psychological theories help explain why people do what they do. As customer experience consultants we believe when you are working on a Customer Experience strategy psychological theory is crucial to understanding the behavior of your customers. However, psychology is unlike other sciences; it isn’t exact. In fact, you might have to consider much of what psychology tells us is provisional, an impermanent hypothesis that explains what many people do most of the time.
Customers That Stick
JANUARY 31, 2019
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Customer Service Life
JANUARY 28, 2019
This article originally appeared on the OpusResearch blog on November 16, 2018. Click here to read the original. Today’s contact centers are overflowing with insights about how to deliver a better customer experience. There’s just one problem: the best insights are housed in the customer conversations (phone call recordings and chat and email transcripts) and it’s traditionally been incredibly time consuming or costly, to garner actionable insights.
ProProfs
JANUARY 28, 2019
Everyone loves a good quiz. They help us learn about ourselves or a topic we are interested in, or they point out things we should be learning. Quizzes are just enjoyable whether they help us with anything in particular or not. Creating blogging quizzes can do more for your site than just entertain readers. They can be used as a powerful medium for bringing in revenue.
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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.
Fonolo
JANUARY 30, 2019
Avaya made good use of its annual Avaya ENGAGE® conference to show off its new branding while impressing partners, press, analysts, and customers with its momentum. There were too many announcements at last week’s show to cover them all in this post. So, I’ll just touch on some highlights, give links to the most interesting coverage, and summarize what the analysts thought.
Totango
JANUARY 29, 2019
We’re living in the age of the recurring revenue business, and in this increasingly digital economy, enterprises succeed by nurturing customer relationships over the entire lifecycle. Such an approach takes time, dedication and attention to detail, but it’s worth it. Do it right and customers will stay with you for years. Keeping customers happy starts with obsessively gathering insights on your clients from data.
CSAT.AI
JANUARY 30, 2019
“It’s not what happens to you, but how you react to it that matters.” – Epictetus 55-135 CE. Today it may sound like an overused phrase from a motivational speaker, but the Greek philosopher Epictetus made a point that is still valid today in life and in business. Customer service QA challenges don’t have to ruin KPI. Instead, they can be a call to action.
ProProfs
JANUARY 29, 2019
Businesses can easily minimize the cost of training and educational programs by using an enterprise learning management system (LMS). These systems are characterized by ease of administration of educational courses to employees and other stakeholders. Traditionally, these systems were accessible to only large enterprises because their costs ran high.
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
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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