Adrian Swinscoe
JANUARY 4, 2022
This guest post by Dave Hoekstra, a Product Evangelist at Calabrio, reflects on lessons learned by contact centres in 2021 and offers a glimpse into 2022, […]. The post A glimpse into 2022: How can contact centres plan ahead? first appeared on Adrian Swinscoe.
Callminer
JANUARY 5, 2022
Even with the aid of technology innovations, being a top-performing sales professional requires skill and finesse. Here are 25 of the best sales books that can help you refine your craft in 2022.
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Intercom, Inc.
JANUARY 5, 2022
There are enough stories of data breaches and cyber attacks to chill even the savviest security engineer to the core. Cyber attacks have gone up 125% from the previous year, and with companies shifting to partial or fully remote settings, it shows no sign of slowing down. In today’s data-driven SaaS scene, these can affect hundreds of millions of users and cause damage in the billions of dollars, and as compliance frameworks become requirements to do business, businesses are turning to third-par
Bill Quiseng
JANUARY 3, 2022
Is customer service the frontline? Really? Are we called to duty on the frontline battling customers? Doctors and nurses don’t serve their ailing patients. They care. So shouldn’t customer service be customer care? Or even better …. We are the Customer CARE team. We CARE for each member of our team: We COMMUNICATE with each other. We listen to our team’s questions, concerns, and complaints with empathy and compassion.
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.
Shep Hyken
JANUARY 5, 2022
I love to receive great examples of outstanding customer service. I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. What I share with you today is a great example of personalized and proactive communication. While I provide the lessons, the example comes from one of our subscribers, Dawn Mushill, who shared a letter that BarkBox wrote to one of its customers.
Callminer
JANUARY 3, 2022
There are many ways to measure customer satisfaction. Read this blog to learn about the most common measurement types and how they impact your brand.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
JANUARY 2, 2022
There are a lot ways the Customer Relationship Management software market continues to evolve. But from my vantage point I find the most telling evidence of CRM maturity to be based on who benefits. And over three decades I have observed a clear patter.
Beyond Philosophy
JANUARY 1, 2022
Our listeners have problems and they let us know about it. For our I’m in a Pickle feature on the podcast, Tina in New Zealand wrote to us because the engineering firm she works with thinks customer relationships are a waste of time. She wants to know how to convince the engineers that customer relationships are what get the customer strategy gears turning toward long-term success.
Shep Hyken
JANUARY 4, 2022
Intelligent Virtual Assistant. The Opportunities and Fears Surrounding Intelligent Virtual Assistant. Shep Hyken interviews Genefa Murphy, the Chief Marketing Officer for Five9. They discuss how to use AI and automation to increase efficiency, capacity, and effectiveness within your contact center and ultimately deliver a better customer experience.
Help Scout
JANUARY 5, 2022
The new year brings new opportunities to create the customer experiences we all want to deliver. Here are our predictions for customer service trends in 2022.
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 Think
JANUARY 4, 2022
A marketer’s goal is to create unique and engaging content that resonates with the target audience. Learning what the competitors are publishing is a vital step to achieving that quintessential objective. Let’s understand how you can use the following quick and easy steps to research and analyze competitive content. Advantages of Analyzing Competitive Content First, […].
Zendesk
JANUARY 5, 2022
Every salesperson is eager to hit their monthly quota—the more sales, the better. But the road to that finish line is reliant on a set of key players: sales leads. Before sales reps can meet their targets, they need a clear understanding of what a sales lead is and how a lead is different from a prospect. They must also be armed with proven lead generation strategies to get people on the path to becoming a customer.
CommBox
JANUARY 4, 2022
Customer experience is one of the most important factors in business success. According to Deloitte, a whopping 88% of businesses are now prioritizing customer experience in their contact centers. And on top of that, over two-thirds compete with customer experience as their primary basis. What does all of this mean? It’s simple: get on board, or get left behind.
The DiJulius Group
JANUARY 3, 2022
The 3 Worst Customer Service Stories Last Year Hotel kicks out grandma & granddaughter at night, after they left a bad review The Baymont Inn & Suites called the police to remove a 63-year-old grandmother and her 6-year-old granddaughter after they responded to an email asking how their room was. CEO of Better.com fires 900. Read Full Article.
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Customer Think
JANUARY 6, 2022
The past year has taken its toll on both employees and the companies for which they work. A study on the post-pandemic workplace, conducted by the Organization for Economic Co-operation and Development (OECD), validated this. Many employees who had to adjust to full-time telecommuting, or who had to work onsite in half-empty, social distancing-mandated offices, […].
Conversation Agent
JANUARY 5, 2022
“An old fisherman offers a diver some advice. You can go underwater in two ways, he says, taking a bit of coral and tossing it into the sea. Then he cracks a coconut and pours its milk into the water. The coral is still coral but the milk is now sea, he says. Be not like the coral, but like the coconut.”* How are we going to adapt to the depths of thought and action we need to create a new narrative?
Beyond Philosophy
JANUARY 4, 2022
How do you build a long-term relationship with customers? Tina works for an engineering company in Australia and recently joined the New Zealand office. Tina’s key focus is on Customer Experience and development, and she wants her team to change their transactional approach to customer strategy. So, today, we will talk about convincing people that having a relationship with customers is a good idea.
Zendesk
JANUARY 7, 2022
Today’s businesses are looking to provide customers with improved experiences while decreasing service costs—and they’re quickly learning that chatbots and conversational AI can facilitate these goals. By 2024, experts say the global chatbot market will reach $9.4 million. What customer service leaders may not understand, however, is which of the two technologies could have the most impact on their buyers and their bottom line.
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.
Customer Think
JANUARY 4, 2022
Customer feedback is a subject of serious debate in the business world. While some hot-headed entrepreneurs avoid feedback to pursue their vision, other founders find themselves bending over backward to accommodate all criticism. The truth is that business leaders need to find a happy medium between these two extremes. This starts with having a firm, […].
Aquire
JANUARY 6, 2022
Using video chat technology for customer service is becoming a popular practice. That’s because businesses have grasped the benefits of video chat technology — in large part thanks to increased working-from-home and the rise of digital purchasing. Rather than relying purely on live chat or chatbots, adding video chat will ensure you offer more personal experiences to online customers.
Logicalware
JANUARY 6, 2022
As we begin a new year, we wanted to share some of your favourite articles from 2021. 2021 was a rollercoaster of lockdowns and reopenings. But through it all, your thirst for knowledge and the latest insights and trends from the contact centre world was insatiable. Check out our top five most-read blogs below. 1. Total Experience: The technology trend set to shake up customer service in 2021.
Ameyo Callversations
JANUARY 3, 2022
The future of customer-centric businesses and marketing will be more diverse, inclusive, and connected to the real needs of the customers. Technology continues to advance rapidly, and so of course, most of the recent and advanced trends are focused only on customer engagement. However, there is also a repel against the increased use of digitization and automation of interactions between businesses and consumers.
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?
Lightico
JANUARY 3, 2022
CIOs in insurance are under constant pressure to implement services that add business value and are cost-efficient at the same time. To drive that business efficiency and value, they routinely work with third-party vendors — but managing multiple vendors can add significant complexity, overwhelm your IT department, and bring confusion that’s counter-productive for your customer-facing departments, which can slow sales and claims processes.
Aquire
JANUARY 6, 2022
As more and more consumers go online for their buying needs, companies are increasingly turning to the ecommerce chatbot to meet evolving customer expectations and deliver instant, personalized, and seamless shopping experiences. As you consider the best chatbot solution for your ecommerce business, let’s check out some essentials to keep in mind. What is an ecommerce chatbot?
Totango
JANUARY 6, 2022
If you’ve been following along in our series about burnout and mental health in customer success, then you already know how to spot signs of burnout on your CS team and ways to help fight burnout as a CS leader. But even when we do everything right and create a culture of positivity and open communication within our organizations, occasional stress is inevitable – especially in a high-pressure industry like customer success.
Customer Think
JANUARY 6, 2022
The curiosity gap – the distance between what your buyers and customers know and want to know – is a moving target. It’s not a static place in time. With every interaction, people learn something that shifts their context and comprehension, whether for.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
Fonolo
JANUARY 6, 2022
As the lifeforce of your call center, your customer should always come first—that includes keeping them safe from cybercriminals who are on the hunt for customer data. It’s easy to get caught up in performance metrics and service levels , but as a call center leader, security should also be at the forefront of your concerns. Call centers are at a higher risk of facing data breaches in the wake of COVID-19.
Taylor Reach Group
JANUARY 7, 2022
By Peg Ayers. As the New Year begins, many of us turn to thoughts of self-improvement, swearing off sweets, resolving to run three miles a day or promising not to spend hours in front of the television every weekend. But how many of us look at our contact centers and think about making this New Year the best ever? Why not make some contact center resolutions this year?
Comm100
JANUARY 5, 2022
It’s unarguable that live chat can help improve communication between government and citizens. The real-time and accessible nature of live chat caters perfectly to today’s consumer expectations, while providing government agencies with an efficient and cost-effective channel. However, the effectiveness of this channel can vary widely depending on the live chat software.
Customer Think
JANUARY 4, 2022
If retailers and consumers think price tags are high today, consider all the non-dollar costs that will influence purchase decisions tomorrow, such as time, convenience and (importantly) experience. Any one of these factors could change a shopper’s choice. Every one of them can coalesce to form expectations that are unparalleled and shifting with every rip […].
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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper
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