Beyond Philosophy

DECEMBER 30, 2021

However, the old way of doing things is going away, presenting an opportunity to solve these problems differently. As we look ahead into the new year, it’s a natural time to reflect on the year that passed. As we end 2021, we are emerging from under the shadow of the pandemic and getting on with life.

Artificial Intelligence 78

Artificial Intelligence Outlook Customer Satisfaction Start-ups 78

Fonolo

NOVEMBER 23, 2021

But the old textbook methods just won’t do! With the rise of remote and hybrid work environments , customers don’t always have access to brick-and-mortar businesses. Balancing education and engagement. Balancing education and engagement is essential if you want your training to sink in.

Contact Center 148

Contact Center Gaming Education Sales 148

Intercom, Inc.

APRIL 23, 2020

is a special four-part series on Inside Intercom exploring what that means for various facets of life and learning how people across many industries and countries are managing to persevere with the help of technology. Will working from home become a more regular occurrence as companies weigh the pros and cons of remote employees?

Healthcare 197

Healthcare Start-ups Sales Technology 197

CX Accelerator

MAY 16, 2018

Ten years is a great deal of time in the life of a mortal. Considering the average life expectancy of a white bloke in the state of Tennessee is only 73.94 This week I’m celebrating 10 years working for the same organization. This week I’m celebrating 10 years working for the same organization.

CX 203

CX Start-ups Gaming Education 203

Taylor Reach Group

OCTOBER 8, 2021

The keys became laggy and swipes were erratic, though they still worked. Again, as before, an agent was on the call with me to walk though the balance of the process. In those emails the stated time to receive a new phone was 4 to 10 days. I could limp along with my old one. First, Google and their Pixel phone.

Customer Service 142

Customer Service Sports Start-ups Retail 142

Intercom, Inc.

SEPTEMBER 30, 2021

Rebecca has a background in astrophysics and computer science and spent many of her formative years looking at gamma-ray bursts and supernovas, but eventually, eager to get into software and product design, she moved to San Francisco. For Rebecca, this is unacceptable — and it calls for a completely new approach.

Healthcare 223

Healthcare Start-ups Artificial Intelligence AI 223

Logicalware

JULY 29, 2022

Welcome to our Who’s Who series, where we introduce you to the wonderful people who work at Puzzel and explore their roles, achievements and impact. I work within customer enablement, working closely with all our customers globally but primarily across the UK and the Nordics. Tell us, what does your role at Puzzel entail?

Social Media 52

Social Media AI 52

Steven Van Belleghem

MAY 9, 2022

This one ties perfectly in with my ‘ Partner in Life ’ model from The Offer You Can’t Refuse. It’s about going beyond the customer journey, and catering to the life journey of your customer. The adage of “give us your data and in return, we’ll suggest awesome products and service for you to buy” will no longer be enough.

Government 130

Government Customer Loyalty Customer Expectations 130

Intercom, Inc.

DECEMBER 20, 2022

And so, before we ring out the old and ring in the new, we’ve put together our favorite stories and conversations, insights, and reflections from 2022 in a special end-of-year episode. In this wrap-up of the year’s best bits, you’ll hear from: Paul Adams , Chief Product Officer at Intercom. Yamini Rangan , CEO at Hubspot.

Engineering 118

Engineering Start-ups Voice of the Customer Machine Learning 118

Intercom, Inc.

SEPTEMBER 1, 2021

Product marketing looks different in every company, but one common trend is that many product marketing managers (PMMs) feel undervalued. This means better outcomes for everyone: from the teams we work with to, more importantly, our customers. At Intercom, we believe the best products are built with the market in mind.

Start-ups 138

Start-ups Sales Gaming 138

CSAT.AI

JANUARY 25, 2023

There’s a lot of talk around the work from home and return to office debate. But does this debate apply to the contact center work from home model? The WFH and Hybrid Work Issue It’s true that the pandemic forced a hard work from home model on most businesses and their employees. Surveys have borne this out in the US.

Contact Center 96

Contact Center Sentiment Analysis AI CX 96

Intercom, Inc.

JUNE 17, 2021

It’s been a while since, almost overnight, we had to pack our things and start working from home due to the COVID-19 pandemic. To understand a bit more about how we’re approaching these changes at Intercom, we’ve gathered some of the folks that have been working tirelessly to make sure everyone has a good experience coming back to the office.

Start-ups 207

Start-ups Construction Gaming Engineering 207

Intercom, Inc.

AUGUST 13, 2018

Instead of Half-Life or GoldenEye, I was drawn to simulation games such as SimCity , The Sims and Theme Hospital – titles that rewarded strategy over speed, patience over practice. What will the product look like in 6 months? A balancing act of competing priorities. Theme Hospital. I just got a head start with all those games!

Gaming 163

Gaming Hospitality Hospitality Start-ups 163

Ameyo Callversations

MARCH 11, 2021

At the start of the pandemic and its peak, things were looking bleak for the BPO industry so much so that a poll conducted by Deloitte in April 2020 showed that 32% of businesses believe the end of the pandemic will bring with it a reduction in outsourcing. > Work from Home is Here to Stay. . > bn during 2020-2024” Technavio.

Contact Center 98

Contact Center Government Omnichannel Gaming 98

ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. McKinsey with NielsenIQ looked at five years of sales data from 2017 to mid-2022. These people also work for businesses buying from companies like for yours. Where B2C goes, B2B follows.

B2B 122

B2B Innovation CX Education 122

Intercom, Inc.

OCTOBER 1, 2020

On this episode of Intercom on Product myself and Paul Adams, our SVP of Product, take a look at roadmapping. Knowing how and when to define a roadmap, who to include and how long to plan for are key elements to finding the balanced approach that you need. Getting this right allows your teams to work in lockstep together.

Engineering 165

Engineering Start-ups Finance Sales 165

Intercom

FEBRUARY 22, 2023

For the purposes of this podcast and video, we gave ChatGPT a bit of presentational assistance – bringing its answers to life with the help of Murf’ s audio generation and Synthesia’ s avatar animation technology. But the answers, insights and sentiments are all ChatGPT’s. What does it feel about changing the world forever?

AI 119

AI Start-ups Technology Technology 119

Intercom, Inc.

OCTOBER 1, 2020

On this episode of Intercom on Product myself and Paul Adams, our SVP of Product, take a look at roadmapping. Knowing how and when to define a roadmap, who to include and how long to plan for are key elements to finding the balanced approach that you need. Getting this right allows your teams to work in lockstep together.

Engineering 165

Engineering Start-ups Finance Sales 165

Hodusoft

DECEMBER 6, 2023

Imagine having a helpful friend by your side who listens precisely to every word you say and also gives you wonderful advice acclimatized just for you – that is how dynamic scripting works in call centers. This is particularly critical for call centers, where customer satisfaction is paramount for the business’s success.

CRM 59

CRM Machine Learning Customer Satisfaction Gaming 59

Intercom

JUNE 2, 2022

From the CEO and the management team to the intern fresh out of college, every employee or business owner has unique qualities that position them to bring excellent customer experiences to life. And for Elizabeth Dixon , even the smallest action can cause ripples that turn customers into loyal advocates. From ballet to Chick-fil-A.

Customer Experience 111

Customer Experience CX Start-ups Innovation 111

Callminer

MARCH 9, 2020

With the above uses of scheduling software in mind, you may be wondering where to start when looking for options that your company can adopt. Have a look to learn more about this category of software and what makes certain solutions stand out from the crowd. Look for tools that automate skill-to-task matched scheduling.

Start-ups 182

Start-ups Customer Satisfaction Retail Technology 182

Intercom, Inc.

AUGUST 15, 2019

Author Jeff Gothelf sees this all the time in his work as a consultant for medium- and large-sized companies, and it inevitably leads to a culture clash where designers feel unvalued. He joined me for a chat that ranged from strategies for making design part of a company’s DNA to the lessons we can learn from the human cannonball at a circus.

Start-ups 179

Start-ups Innovation Engineering Retail 179

Zendesk

JANUARY 10, 2023

What’s more, 50 percent of support leaders polled in the same survey said they’re witnessing an increase in attrition rates due to recruitment efforts from competitors, dissatisfied employees, a lack of career growth opportunities, and poor work-life balance. It doesn’t stop there, though. billion by 2027.

Omnichannel 52

Omnichannel Business Growth Customer Service Customer Expectations 52

Intercom, Inc.

MARCH 25, 2021

And that’s my work today, encouraging people to find their ‘three-blocks long’ How will they be remembered when they interact with people for how they improve their lives, for how they behave, or how they show up as people? They all share one common goal: to take the reactive nature off of the work.

CX 181

CX Start-ups Business Growth Engineering 181

Intercom, Inc.

AUGUST 20, 2020

Unpacking this central conundrum is at the heart of Alex Wolf’ s work – the self-described “consumer-facing anthropologist” has made a career by thinking deeply and talking widely about issues related to the pervasive role of technology in modern life. Short on time? Once the internet became a mobile experience, it was ever-present.

Technology 243

Technology Technology Social Media Start-ups 243

Myra Golden Media

OCTOBER 19, 2018

But I want to talk about balance, not just because it’s so important to me, but because I know achieving peace and balance will help you be a better manager, leader, or customer service professional. Help your employees and colleagues enjoy peace after work by not interrupting their evenings, unless the matter is crucial.

Start-ups 63

Start-ups Customer Service Customer Experience 63

Execs In The Know

AUGUST 10, 2021

While the labor shortage has affected every industry, one role that has fared relatively well during the labor shortage is that of the work-from-home (WFH) customer service agent. WFH contact center roles are nothing new, but the pandemic contributed to many organizations shifting more of their workers to this construct by necessity.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97

Intercom

DECEMBER 14, 2023

Over the past 12 months, everyone has been racing to keep up with the relentless pace of innovation: rethinking business strategies, building new solutions, and preparing teams for the massive changes on the horizon. When ChatGPT made its grand entrance, it shook the entire tech industry to its core. I’m Liam Geraghty.

AI 98

AI Start-ups Legal Technology 98

Steven Van Belleghem

JUNE 10, 2020

Remote working comes with a culture change. So it has obviously learned a lot about how people work and collaborate, both before and during the pandemic. But it goes beyond that, if we want this new of working to stick, we will need to change our labor laws and we will need to make new amendments to employment contracts.

Government 52

Government Gaming Start-ups Customer Experience 52

Zendesk

NOVEMBER 4, 2021

When the pandemic first disrupted business as usual, Zendesk was one of the earliest adopters of the new normal. “I To successfully complete that digital transformation, Zendesk’s leaders had to find new tools and processes that empowered employees to thrive in a remote work environment. What is digital business transformation?

CRM 52

CRM Social Media Sales Outlook 52

Intercom, Inc.

MARCH 12, 2020

Since then, he’s made an art out caring for customers as a New York Times bestselling author, C-suite advisor, and the “Chief Amazement Officer” of his company, Shepard Presentations. There are now more ways than ever to help your customers solve their problems. Short on time? But the way we go about delivering that experience has changed.

Start-ups 164

Start-ups Entertainment Customer Service Artificial Intelligence 164

Help Scout

AUGUST 24, 2021

We all know the old axiom “knowledge is power.” And though it’s true, there’s a caveat: In order to unlock the power of any knowledge, people first need access to it. Access to knowledge is an issue many businesses face. They have information to share with customers, but they don’t always have an effective means by which to share it.

Start-ups 107

Start-ups Engineering Gaming Customer Feedback 107

Qualtrics

JULY 6, 2020

So why have many organizations succeeded in their immediate response to Covid-19, and how can they continue to develop new, better ways of working in the months and years to come? The important thing to note is that we’re only at the beginning of the story in terms of COVID-19’s impact on the world of work. Stage 2: Explore.

Legal 40

Legal NPS 40

Zendesk

APRIL 13, 2022

Then they send the students out into the world and wonder why seven-year-old Jimmy couldn’t meet his quota. It must be his work ethic, right? They rush to hire a bunch of salespeople—regardless of experience—and throw them into the ring, expecting them to work their way to the top. That’s all they say. Sales team structure.

Sales 52

Sales Start-ups Gaming CRM 52

Intercom, Inc.

NOVEMBER 7, 2019

Creating a new product category also creates a plethora of challenges – from spotting the right market niche to convincing customers that yours is a service they need. If people aren’t looking for your solution, you have to educate them about the problem your product solves. Short on time?

Finance 162

Finance Engineering Sales B2C 162

Beyond Philosophy

JANUARY 23, 2019

Sometimes their tolerance for risk is across the board, and sometimes it varies depending on the different domains of life. It is riskier to start your own company versus working for an established company. Most new business ventures fail, and yet, people are still willing to do it. There is a balance.

Gambling 112

Gambling Start-ups Technology Technology 112

Qualtrics

DECEMBER 3, 2021

Read our analysis and tips on balancing labor shortage with great CX. As we move towards the 2021 holidays and the new year, ongoing labor shortages are becoming an ever-more glaring issue. While labor shortages and an impact on economic growth aren’t a new problem, right now these issues coincide with a higher unemployment rate.

Customer Experience 49

Customer Experience Hospitality Hospitality Non-Profits 49