Fonolo

AUGUST 29, 2018

It’s a noisy little planet we live on. In contemporary times, the deafening sounds of the outside world via the news, social media, the subway, the radio, the street, and even the phone lines can distract us from our long-term professional and personal goals. It’s simply become too loud. This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of bot

Contact Center 271

Contact Center Non-Profits Technology Technology 271

Confirmit

AUGUST 21, 2018

The other day I found myself in the slightly annoying position of being unable to procrastinate any further. I had to – finally – admit defeat and just well get on with a domestic DIY project that I’d been in varying stages of denial and avoidance over for a few days. This meant writing a list. And working things out. And measuring things with a tape measure.

Customer Feedback 200

Customer Feedback Voice of the Customer Customer Experience 200

Callminer

AUGUST 22, 2018

Once you’ve collected the data, you need to do something with it to improve the customer experience and deliver exceptional customer service consistently. Actionable analytics is key.

Customer Service 207

Customer Service Customer Experience 207

CX Accelerator

AUGUST 1, 2018

Working in customer service or customer experience can take a massive toll on your physical and mental well-being. When combining the stress that comes with never-ending customer requests, pressure from all types of internal stakeholders, and the sometimes crippling weight of life outside of work, the result may be too much to bear. How can we create an environment that gives life instead of sucking it out of us?

Contact Center 182

Contact Center Healthcare Gaming Education 182

Speaker: Jason Cottrell and Brian Walker

Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.

Customer Experience

Beyond Philosophy

AUGUST 16, 2018

A theory is great. It gets you thinking, designing and planning. However, unless you take all the theory and the work you built around it and implement it, it is entirely useless. Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. The concept of implementing the plans you make from theory is significant to me.

Net Promoter Score 184

Net Promoter Score NPS Customer Experience Customer Retention 184

Intercom, Inc.

AUGUST 14, 2018

The first law of content marketing is that publishing is an expensive business. No matter how hard you try to circumvent it, the first law will always come back and bite you. One common approach is to outsource content production, which can be cheaper in pure monetary terms. But unless someone, preferably an editor or with some editorial skills, is closely managing that process you’ll end up paying more for it in the long run.

Non-Profits 182

Non-Profits Sports Gaming Start-ups 182

Uniphore

AUGUST 9, 2018

Why RPA can be the Backbone for Front End Enterprise Digital Transformation. Today, in almost every major industry worldwide, there is a growing focus on developing a front end digital business strategy to automate operations, lower costs and improve customer service, and hence, the overall customer experience. Especially as emerging technologies have begun threatening long-established companies in verticals such as retail, insurance, banking, government and more, the push for automation is now

Government 133

Government Retail Business Operations Technology 133

Callminer

AUGUST 23, 2018

No matter what industry you serve, chances are your customers have high expectations. As a contact center, it is your primary responsibility to understand and manage customer expectations. That includes determining if customers feel their needs are being met on every call. Collecting this valuable speech and text data or over all interaction data is just the first step in managing customer expectations though.

Contact Center 205

Contact Center Social Media Customer Expectations Customer Experience 205

CX Accelerator

AUGUST 16, 2018

Only a handful of months ago, CX Accelerator started with a dream to create a small virtual community exclusively for CX professionals. 400 people and 14,000 messages later, the slack work space has become something far more meaningful than anyone could have anticipated. Our wonderful members have shaped it into a fountain of knowledge and encouragement.

CX 140

CX Social Media Gaming Innovation 140

Heart of the Customer

AUGUST 13, 2018

This is a guest post written by one of our very own Lead Consultants, Jean Fasching Recently, I ran across a Yahoo Finance post that announced the closure of a plant that produces high fructose corn syrup and industrial starch. In it, an executive mentioned that the closure would help improve Customer Experience commitments. It was a technical […].

Customer Experience 108

Customer Experience Finance Voice of the Customer B2B 108

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Customer Loyalty

Intercom, Inc.

AUGUST 13, 2018

Growing up, I was surrounded by video games. In my house, we had the NES, Nintendo 64, Game Boy and a bunch of PC games. I would play video games for hours on end, only stopping for the odd toilet break. But as my love of gaming grew, it became obvious that I wasn’t drawn to the typically popular action or racing games. 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 practic

Gaming 163

Gaming Hospitality Hospitality Start-ups 163

Fonolo

AUGUST 2, 2018

We deal with a lot of buzzwords and phrases that saturate the customer service industry, some of which have become a little bit tired. One in particular that we really detest here at Fonolo is “Delight your customer”. Personally, when I hear that phrase, I experience a range of emotions. It seems to be healthy balance between shock (Why in the world would one use that phrase?

Customer Satisfaction 121

Customer Satisfaction Contact Center Customer Loyalty NPS 121

Uniphore

AUGUST 14, 2018

Traditional RPA vs Customer Service RPA. As we move into the era that is attempting to leverage artificial intelligence and machine learning more and more, one emerging technology gaining momentum is RPA - robotic process automation. While most businesses are already familiar with RPA in a generic sense, as an automation solution for backend processes, a new form of RPA is arising on the front end , one who is delivering effective, cost-saving solutions to customer service technological and oper

Artificial Intelligence 124

Artificial Intelligence Customer Service Machine Learning Technology 124

Callminer

AUGUST 28, 2018

Customers have conversations with more than one department in your organization during the customer lifecycle journey. Customer interaction analytics throughout the relationship is key to success.

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182

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CX Accelerator

AUGUST 1, 2018

Working in customer service or customer experience can take a massive toll on your physical and mental well-being. When combining the stress that comes with never-ending customer requests, pressure from all types of internal stakeholders, and the sometimes crippling weight of life outside of work, the result may be too much to bear. How can we create an environment that gives life instead of sucking it out of us?

Contact Center 140

Contact Center Healthcare Gaming Education 140

SixteenVentures

AUGUST 1, 2018

Churn… ya boring. Yawn. Time to move on. I’m so over talking about churn and if you really understand what Customer Success is all about , you should be, too. Churn is so easy to get rid of… you just have to do five simple things. If churn is a problem for you, this post will change that (if you’ll let it) and then you can move onto bigger and better things.

Start-ups 129

Start-ups Engineering Sales Customer Experience 129

Intercom, Inc.

AUGUST 20, 2018

The phrase “cross-functional” is most commonly used to describe a team made up of of people with different functions or skills. At Intercom for example, our product teams include designers, programmers and product managers , unique roles working together as one. Or you might hear the term used when teams from different parts of a business work together on a big project, like the launch of a new product or release.

Education 162

Education Start-ups Gaming Sales 162

Beyond Philosophy

AUGUST 1, 2018

I have had the same mobile (cell phone) company in the UK for around 25 years. However, I am about to leave them—and they don’t know it. With my imminent departure on the horizon, I wondered how do organizations avoid customer defection? It turns out that customers usually indicate they are going to leave, and you can see it in their habits. I see it happen all too often as a global Customer Experience consultant.

Sales 119

Sales Customer Experience 119

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Voice of the Customer

Uniphore

AUGUST 16, 2018

Are Robots Replacing Humans? Are robots replacing humans? The proposed question sounds cliché, but it’s a relevant one for many enterprises today. It’s particularly relevant for the individuals responsible for vetting and choosing contact center technology solutions. Because they have a deep understanding of the technology stack, and thus for the people using it, they are more aware than most of those who may be replaced by robots.

Contact Center 113

Contact Center Technology Technology 113

Callminer

AUGUST 8, 2018

Collection strategies help to determine which accounts have a higher probability of losses, categorize the different types of customers, and prioritize and target customers.

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PeopleMetrics

AUGUST 31, 2018

The following is an excerpt from Listen Or Die by Sean McDade, PhD. Customer service (CS) is critical for delivering a great customer experience (CX). All too often, these terms are used interchangeably, but they are not synonymous— CS is not the same as CX. Customer service is part of the overall customer experience, not the entire customer experience.

CEM 117

CEM Touchpoint Customer Service CX 117

Heart of the Customer

AUGUST 9, 2018

You probably don’t view Amazon as a competitor. That’s where you’re mistaken. When we look to build a better CX, it’s natural to focus on our people. After all, they are often the heart of our customer experience. However, while we need to ensure a strong person-to-person experience, we also need to make sure the experience is strong even when […].

CX 101

CX Customer Experience Voice of the Customer 101

Speaker: Blackberry, OSS Consultants, & Revenera

Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?

Technology

Intercom, Inc.

AUGUST 22, 2018

“We wanted flying cars, instead we got 140 characters.”. – Peter Thiel. People in tech commonly overestimate the impact of big things and underestimate the power of small things. We constantly talk about the next big thing that will change everything, the next revolution that will inevitably happen. In the past few years it has been AI, chatbots, VR, blockchain and whatnot.

Start-ups 151

Start-ups AI Innovation Technology 151

Beyond Philosophy

AUGUST 17, 2018

Colin Shaw and Prof. Ryan Hamilton discuss how to understand the rules of customer decision making. If you don’t know how customers make decisions you cannot influence them to best effect. Explore the decision-making process and listen for actionable advice you can use today. The post Understanding the Rules of Customer Decision Making appeared first on.

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Uniphore

AUGUST 6, 2018

Why are Financial Institutions Investing in RPA, not just Upgrading Legacy IT Systems? The Challenge: Modernization of the Banking Customer Experience. As the changes brought about by ever-evolving digital technology become progressively meshed into our daily lives, consumer demand has also advanced to now expect from all businesses the same level of speed, convenience, and efficiency.

Technology 100

Technology Technology Customer Experience Customer Service 100

Callminer

AUGUST 26, 2018

We are happy to share three video success stories from customer's that utilized speech analytics and automated scoring to achieve their overall goals.

Contact Center 182

Contact Center 182

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CX

DMG Consulting

AUGUST 31, 2018

The Next Act: The AI-Enabled Contact Center. In 2005, 13 years ago, I published the book The Real-Time Contact Center. My goal in sharing the concepts in this book was to provide a technical and operational framework for anyone who uses this “delivery and service” vehicle for customer assistance or sales. The idea behind the book was (and still is) conceptually simple – to utilize the real-time capabilities of contact centers to assist people (customers, prospects, partners, public, etc.)

Contact Center 91

Contact Center AI Artificial Intelligence Social Media 91

Myra Golden Media

AUGUST 8, 2018

I read that the average customer service call lasts two minutes longer than it needs to. And from personal experience in my own business and my years of customer service work, I believe this. Twenty years ago I began teaching a conversation control technique called Ask 3 Closed-ended Questions Back-to-Back. I learned the technique from a consultant I hired to work with my employees in a call center in Tulsa.

Customer Service 91

Customer Service Customer Experience 91

Intercom, Inc.

AUGUST 27, 2018

In sales, it’s normal to spend hours rehearsing for an upcoming demo and fine-tuning the deck. But when it comes to the discovery call, many of us assume we can wing it. It’s strange because the discovery call is how we uncover critical information early in the sales cycle. Details like use case and a prospect’s fit for our solution help us prioritize our deals.

Sales 150

Sales B2B Start-ups 150

Beyond Philosophy

AUGUST 8, 2018

Choice Architecture, a principle that psychologists have studied for decades, is the concept that describes how the presentation of information affects people’s decision-making. Framing is the tone you use to present your options. How you frame the choices changes your results. These two concepts can help you present your goods or services to customers in ways that influence them to respond the way that you want and drive more value ($$$$) for your organization.

Retail 111

Retail Customer Experience Customer Expectations 111

Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.

Customer Experience