What is conversation analytics?
Callminer
MAY 19, 2021
Conversation analytics offers the potential for organizations to better understand their customers. Read more about how to get the most out of this powerful technology and why it matters.
Callminer
MAY 19, 2021
Conversation analytics offers the potential for organizations to better understand their customers. Read more about how to get the most out of this powerful technology and why it matters.
Intercom, Inc.
MAY 19, 2021
It’s a familiar problem for all companies that scale fast – how do you keep your core technologies manageable for the increasing number of teams that depend on them? As Intercom’s product matured, our product teams needed to expand the depth and breadth of their technology expertise in order to support the features we were building for our customers.
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Inside Customer Service
MAY 20, 2021
I've spent a lot of time at the post office lately and it's fascinating. My latest book came out in March, which means I've sent a lot of books to people I interviewed or who endorsed the book. The books require a special type of discounted postage called media mail, so I have to go to the counter to buy it from a postal clerk. There are three clerks who regularly work in my local post office.
Taylor Reach Group
MAY 19, 2021
By Turaj Seyrafiaan. There is a classic quote by John D. Rockefeller that says, “ Don’t be afraid to give up the good to go for the great! ”. But is that a good advice? As a consultant I have learned to say it depends!! It very much depends on the situation and what we are trying to achieve. There are times that we should aim for excellence. As an example, we all know how important customer service and customer experience is and for those situations I would say yes, just being ‘Good’ is not good
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.
Fonolo
MAY 20, 2021
We’ve all heard that dreaded phrase before: “I’d like to speak to your supervisor.”. It’s easy to feel nervous after hearing that — nobody wants to deal with angry customers! An escalation request also often means that a customer feels dissatisfied with your service, which can feel discouraging. But, you don’t need to be afraid of escalations. In fact, it’s an opportunity for agents to improve their skills and for a company to learn where they can improve their operations.
Intercom, Inc.
MAY 20, 2021
This week’s episode is almost my last for the podcast, as I’ll be finishing up today after 2 years and over 100 episodes. So, with that in mind I’d like to share a compilation of some of my favorite guests, hosts, and interviews from my time here. In this period, I’ve been fortunate enough to chat to a really wide range of interesting people from across the world of tech, SaaS, and beyond.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Help Scout
MAY 18, 2021
Sometimes customers want to talk to a live person. Maybe they’re not finding what they need in your help documentation, or they want to talk through an issue in real time, and email simply won’t cut it. Offering live support can really take your customer experience to the next level. Though phone support may be what many think of for live support, there’s another option: live chat.
Totango
MAY 19, 2021
If you’ve purchased a home in recent years (or if you’re just someone who enjoys real estate “window shopping”), it’s likely you’ve used a tool like Zillow or Trulia to help you in your house hunt. These sites allow you to narrow down your search by categories like price, location, home type, number of bedrooms and bathrooms, etc. Since the purchase of a home is such a major decision, it’s useful to have a tool to help you sift through the available options and narrow down your search to just wh
Intercom, Inc.
MAY 18, 2021
It’s no secret in tech that everyone is a big fan of their own work. Self-belief isn’t optional. To start a startup, to take on incumbents, to disrupt an industry – all of this requires believing that you see things changing. Believing that you have something truly new to offer. Believing that customers who try it will see better results. And you need to tell everyone, all the time.
Conversocial
MAY 20, 2021
Supply chains, waistbands and family relationships - all things put under a far greater strain than would be preferable since March 2020. For the purposes of this article, we are just going to focus on the first one. Over the course of the last 12+ months countries have been in fluctuating states of lockdown, creating issues around factories, transport, stores and every link in between that makes the global supply chain function.
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.
Steven Van Belleghem
MAY 18, 2021
Walmart recognized a clear need for convenient, quality, affordable healthcare and the succes of its 6 existing facilities lead it to further expand its highly relevant ‘Partner in Health’ strategy. Hulu engages with customers by staying relevant in the current climate. Its internal culture lab aims to find moments that make sense for the brand to engage in.
Beyond Philosophy
MAY 21, 2021
I have had a friend for 30 years who is great to be around, the real life of the party. However, you can’t believe a thing he tells you. Despite this fact, we like him a lot and enjoy his company. Lying is not excellent behavior, but everyone does it. From white lies to spare feelings to great big whoppers that deceive people for ulterior motives, lying is a part of life and, unfortunately, Customer Experiences.
Aquire
MAY 21, 2021
Price points are high in the automotive industry. Very high. And that means buying a car can be an emotionally fraught experience for consumers. With so many options on the market, it can be hard to even know where to begin, let alone make the right choice. Now though, thanks to technological advances and the wealth of information available at our fingertips, it’s started to become much easier.
Doing CX Right
MAY 18, 2021
While Holocaust Remembrance Day passed, unbelievable stories live on through interviews of survivors. Please read lessons learned & never forget. The post What We Can Learn From A Holocaust Survivor appeared first on Doing CX Right.
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Steven Van Belleghem
MAY 17, 2021
Create a movement. Tesla is not just selling cars. It has a mission to “accelerate the world’s transition to sustainable energy”. And you can feel that mission – of making the lives of its customers more sustainable and helping save the world – through everything that it does. It’s about committing employees around something bigger than “just a job” and helping customers feel as if they are a part of a higher mission, of a movement.
Ameyo Callversations
MAY 17, 2021
If you were someone who thought it’s time to say a much-needed goodbye to the dreadful COVID19 virus then let me tell you – you were not the only one. Truth be told, many believed that we will get a handle on the situation with global vaccination drives. However, the second and in some countries the third wave of the pandemic put everything for a toss.
Qmatic
MAY 19, 2021
Managing multiple appointments has always been a complex challenge for service providers. For many years, we at Qmatic have identified and removed friction from the appointment process. In this article, I'll explain an important feature that will make it easier for you to reserve resources such as staff members, meeting rooms, and any equipment needed for the service.
Doing CX Right
MAY 18, 2021
While Holocaust Remembrance Day passed, unbelievable stories live on through interviews of survivors. Please read lessons learned & never forget. The post What We Can Learn From A Holocaust Survivor appeared first on Doing CX Right.
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.
Execs In The Know
MAY 18, 2021
Our recent Customer Response Summit (CRS) — Spring 2021 event (April 26–28, 2021) played host to a variety of sessions including keynotes, case studies, and breakout groups, as well as four very powerful and timely panels, each one hosted by COPC Inc. , Stella Connect by Medallia , TELUS International , and Concentrix. CRS — Spring 2021’s general sessions can be viewed in their entirety on-demand with one quick, simple registration that’s totally free for corporate viewers.
Heart of the Customer
MAY 21, 2021
It’s hard to overstate how much building an emotional connection with customers matters. According to the XM Institute, when the emotional experience is rated highly, 76% of customers are promoters. When it’s rated low, only 6% are. More importantly, when the emotional experience is rated highly, 63% will forgive you when problems arise. But if […].
Help Scout
MAY 20, 2021
Marketing is often focused heavily (or even solely) on generating new leads and customers, but it’s important not to overlook your existing customers when creating your marketing strategies. Lincoln Murphy sums up the value that existing customers offer to growing SaaS companies: “The majority of the revenue from your relationship with a customer happens post-sale.
Myra Golden Media
MAY 18, 2021
I watched the viral video of former child star, Ricky Schroeder confronting a Costco worker, Jason, about the store’s mask mandate. My first thought was my daughter, Lauren. Lauren worked in the mall here in Tulsa when she was home from college during the early days of the Pandemic. Often, Lauren was the greeter for her store. Like Jason from Costco.
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?
Foresee
MAY 21, 2021
We had a full slate of fantastic clients sharing experiences and best practices at our annual conference, Engage21. Luckily, we have recordings of all their presentations, and I highly recommend that you take some time to watch some or all of these sessions. These people are doing exciting, innovative work in the CX field, and […]. The post Verint’s XM Clients Inspire and Educate at Engage21 appeared first on Verint ForeSee.
Totango
MAY 17, 2021
Product engagement tells you how actively customers are using your product or platform. Tracking this alerts you to churn risks as well as upsell opportunities, empowering you to take appropriate action. You can measure product engagement by selecting key performance indicators. Systematically tracking these KPIs positions you to proactively manage and improve engagement.
ClientSuccess
MAY 18, 2021
For CSMs, hearing from customers daily about the platform, features, and value-based services can quickly become par for the course. But for other departments and groups within your company – and, indeed, for customer success as a function – feedback and advice from customers can be crucial to determining the future state of your organization and product. .
The DiJulius Group
MAY 19, 2021
Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy. John and Jess talk about how the best customer service companies in the world are so consistent in the experience they deliver because they are brilliant at.
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.
Foresee
MAY 21, 2021
Atlantic Union Bank is a $17B full-service bank based in Richmond, Va. We welcomed Jason Huffman, Senior Vice President and Director of Customer Experience to our virtual stage at Engage21 to talk about what it takes to create a holistic customer experience (CX) program with support across the organization. Jason has been involved in the […]. The post CX Leadership: A Conversation with Jason Huffman of Atlantic Union Bank appeared first on Verint ForeSee.
TeamSupport
MAY 19, 2021
Customers deserve your attention. If you start neglecting your customers, then they’ll disperse to your competitors. On the other hand, if you send too many emails, then people will unsubscribe from your emailing list. How do you strike the right balance? It will be different for B2C businesses than for B2B. Here are 7 types of follow-up emails that help improve customer loyalty in either case: 1.
Conversocial
MAY 18, 2021
The remit of private messaging channels has moved beyond keeping in touch with friends or resharing excellent memes - there’s a real benefit for brands to use them for customer engagement. They can be slotted into every stage of the customer journey to improve CX and build better brand/consumer relationships, ensuring better CLV. Customer acquisition is far more cost-effective and produces higher conversion rates using CTM adverts for Facebook, Instagram or WhatsApp.
Myra Golden Media
MAY 21, 2021
I’m holding office hours, answering your questions about call control, de-escalation, and delivering bad news! Q & A starts LIVE at noon CST on Wednesday, May 26, 2021. Ask your questions live or submit ahead of the meetup on my contact page. I can’t wait to see you LIVE on 5/26 at noon CST! Set a reminder for the Q & A.
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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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