Callminer
OCTOBER 10, 2018
We asked 20 call center pros to share the most undervalued call center metrics. If you want to improve agent performance, check out their responses to find out if you’re overlooking important KPIs.
CX Accelerator
OCTOBER 9, 2018
Breaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more. Consumers are not as likely to fill out surveys as they once were.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Beyond Philosophy
OCTOBER 11, 2018
We all want to sell more. So how do we do this? A powerful sales technique exists that can help. The best sales organizations use it well; the worst, not so much. It is based on a psychological concept called reciprocity, and it might be what you need to get (or keep) your foot in the door. We discussed reciprocity in our recent podcast episode. Reciprocity is a concept in psychology that describes how people respond to a positive act with another one in return.
Intercom, Inc.
OCTOBER 9, 2018
When it comes to capturing people’s attention, there is nothing quite as effective as video – according to one study, 69% of people have decided to buy software after watching a video. For Sales Development Representatives, who are at the front line of sales teams, capturing attention is crucial to their success. A lot of our time and energy is spent trying to engage potential customers with outbound messaging.
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.
Callminer
OCTOBER 9, 2018
CallMiner announced a partnership with Medallia, the leader in Customer Experience Management cloud technology.
Taylor Reach Group
OCTOBER 11, 2018
Taylor Reach assists currency investment firm in acquiring new telephony platform. The Taylor Reach Group, Inc., announces a new telephony project for a world leader in international currency exchange. Working with individual and corporate investors, as well as handling foreign exchange transactions for businesses, creates a highly demanding customer experience environment.
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
OCTOBER 10, 2018
The rise of digital commerce and the growth of social media have given consumers powerful tools to share their thoughts and feedback with brands. The ability for customers to tout their distinct opinions with far-reaching audiences is a new phenomenon that has shifted the way brands must think and operate. Excellent customer service must become a central component of companies’ strategies if they hope to survive and thrive in this digital age.
Win the Customer
OCTOBER 12, 2018
The customer service landscape is changing, with technology allowing customer service to shift from call centers and direct contact solutions to self-service technology. . “Customers have begun to use, and in some cases even prefer, non-agented interactions,” says Ian Jacobs, principal analyst at Forrester. “They use knowledge bases, FAQs, mobile customer self-service, chatbots and peer-to-peer communities in increasing numbers.”.
ClientSuccess
OCTOBER 10, 2018
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.
CSAT.AI
OCTOBER 10, 2018
“The Buck Stops Here”. Former POTUS Harry S. Truman had that saying on his desk as a reminder that when it came to ‘passing the buck,’ (an expression that means passing the blame) he was the very last stop. Where businesses are concerned, contact centers and call centers are where the buck stops. All problems eventually find their way to our contact center professionals.
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.
Fonolo
OCTOBER 9, 2018
Summer may be over, but the sun is rising on a busy 2018 fall trade show season. Fonolo has many events on the horizon, but is especially excited to be a first-time exhibitor at SOCAP’s Re-Imagine Customer Care Conference , October 21-24, 2018, at the Grand America Hotel in Salt Lake City, Utah. Produced by SOCAP International, a collaborative community of leading customer care experts from diverse industries, the Re-Imagine Customer Care Conference will bring together renowned brands and
TeamSupport
OCTOBER 12, 2018
It’s no secret that the SaaS (Software-as-a-Service) industry is on fire right now. More businesses are moving their technology stack from silo'd, on premise software installs to cloud instances with improved accessibility and reliability. Given so many companies are making this switch, why should you care at all about customer loyalty? After all, so many businesses are evaluating SaaS options that even if they churn, there will be five more waiting and ready to sign up, right?
Chip Bell
OCTOBER 10, 2018
The following is a guest post by customer service and customer experience expert, Shep Hyken. I believe that that the next competitive differentiator will be convenience, and I’ve written an entire book on the subject, The Convenience Revolution. Offering customers convenience is essential to keep them coming back. It takes your customer service and customer experience to the next level.
Totango
OCTOBER 12, 2018
We’ve had a very busy week full of exciting news at the Totango HQ and in Barcelona attending SAP CX Live! . First off, we are pleased to announce Totango Spark , our flagship software platform is now available. Spark guides enterprises through the successful completion of each stage in the customer journey with relevant KPIs, dashboards, analytics and best practices to achieve business goals faster.
Advertisement
Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
The DiJulius Group
OCTOBER 10, 2018
Is Your Key Performance Indicator The Right One? Every company needs to have ONE customer experience key performance indicator (CX-KPI) measuring which customer facing employees, teams, and locations are delivering a world-class experience and which are not. While meeting with the CEO’s of our clients during preliminary discovery, many feel confident they know what their.
UJET
OCTOBER 11, 2018
When customers contact your team, they're looking for solutions. Providing those solutions is the basis of a good customer experience. When you're able to connect with customers, provide them with personalized support, and interact in the support channel that best suits their current problem, that's an even better experience.
Customer Bliss
OCTOBER 11, 2018
In this special video episode of “The Chief Customer Officer Human Duct Tape Show” podcast, I interview Jay Baer , founder of Convince & Convert , a digital strategy consulting firm that helps prominent companies with customer retention and acquisition, and author of the new book “ Talk Triggers: The Complete Guide to Creating Customers With Word of Mouth, ” on how to operationalize experiences that creates word-of-mouth marketing for your business.
Totango
OCTOBER 12, 2018
We’ve had a very busy week full of exciting news at the Totango HQ, and in Barcelona attending SAP CX Live! . First off, we are pleased to announce Totango Spark , our flagship software platform is now available. Spark guides enterprises through the successful completion of each stage in the customer journey with relevant KPIs, dashboards, analytics and best practices to achieve business goals faster. .
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.
The DiJulius Group
OCTOBER 9, 2018
One word can do so much – it can crush spirits, or it can help fuel growth and success. The impact of feedback is determined by both delivery and acceptance. Important feedback delivered poorly can demotivate. Conversely, feedback involving a hard message delivered well can motivate. To truly focus on improving feedback, we need to. Read Full Article.
ClientSuccess
OCTOBER 8, 2018
ClientSuccess will host Greg Daines (The Churn Whisper), Founder and CEO at Client Velocity , for this month’s customer success webinar series: The One Question that Will Transform Your Customer Success Strategy. Greg will introduce you to a simple customer success question that will help you and your organization become truly customer centric. Learn the one question backed by research and data that will help your customers stay and grow.
Confirmit
OCTOBER 11, 2018
Confirmit Horizons™ Version 24 is the latest release of our award-winning software for Voice of the Customer, Voice of the Employee, and Market Research programs. It provides you with richer insights so you can make smarter decisions and take action faster. You can listen to what consumers are saying across a range of different channels, analyze that information and assign actions appropriately to manage business change.
Help Scout
OCTOBER 9, 2018
There’s no static formula for what customers want. As technology evolves — and the way we interact with customers evolves with it — preferences change, too. Although fast, helpful customer support over phone and email used to be a differentiator, it’s not enough anymore. Live chat software raised the bar with the expectation of instant, comprehensive help from customer support professionals.
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?
CX Journey
OCTOBER 10, 2018
Image courtesy of Pixabay Time to tackle another differentiation! Last week, I once again tackled the topic of the differences between customer experience and customer service. This week, I'm going to see if I can do justice to the differences between customer experience and customer success. Controversial? Yes. I think there's controversy when trying to delineate customer experience with customer service, but the conversations become a bit more heated when it comes to customer experience and cu
ClientSuccess
OCTOBER 10, 2018
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.
SugarCRM
OCTOBER 11, 2018
As we closed the first day of SugarCon 2018, I’m left with one clear takeaway from the day. The more things change, the more they stay the same. Business is still business. In the midst of incredible changes in technology, communications and how we live every day, business is still business. I have always viewed business as a very personal activity.
Callminer
OCTOBER 11, 2018
From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Given the sheer number of metrics and KPIs that call centers could track, it’s no surprise that some metrics tend to go overlooked.
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.
iQor
OCTOBER 9, 2018
Thanks to the Internet of Things (IoT), connected device adoption is exploding.
Intercom, Inc.
OCTOBER 8, 2018
Earlier this year I gave a talk at UX London, and it’s no exaggeration to say that it felt like it had taken me my whole career to write it. The talk tackles the assumption among many designers and UX people that UX should be at the center of their company. Watch the video of my talk below, or read the lightly edited transcript. The talk you need to hear.
SugarCRM
OCTOBER 10, 2018
As we continue to remain at the forefront of the CRM industry, we have recently made several major announcements regarding new technology, software and updates. Perhaps the biggest news today is the announcement of the Sugar Fall 18 release. This release includes future-focused features that lead the way in the key areas of collaboration, user experience and data insights.
Customer Service Life
OCTOBER 10, 2018
This post was originally published on CallCenter Weekly. In the contact center community, we understand the true value of a happy customer. We’ll do whatever it takes to make sure that we leave our customer satisfied. But – let’s consider this for a moment: In order to take the best care of others, we must first take the best care of ourselves.
Advertisement
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
Expert insights. Personalized for you.
322 
Let's personalize your content