Uniphore
AUGUST 6, 2021
Demanding callers. Complex processes. Impossible expectations. These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.
Callminer
AUGUST 2, 2021
Deeply understanding customers is key to success. By leveraging customer journey maps, your company can keep up with its customers' evolving needs and expectations.
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Inside Customer Service
AUGUST 5, 2021
"You shouldn't have to experience this." The words just blurted out of my mouth. A customer had called, upset about receiving the wrong item. I saw past their anger and empathized with the inconvenience it was causing them. "I'm really sorry about the mistake. We need to do better. I'm going to make sure we send you the correct item." Then, something mysterious happened.
Adrian Swinscoe
AUGUST 2, 2021
Back in April 2016, Pearson published a book I wrote called How To Wow. At the very back of the book is a section called Final […]. The post How many more customers need to cry? first appeared on Adrian Swinscoe.
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.
Uniphore
AUGUST 6, 2021
Alliander Uses Visual IVR to Improve Millions of Interactions. With more than 3 million utility customers, the Dutch utility provider Alliander is constantly inundated with customer queries. Jacada’s Customer Assistant solution, combined with WhatsApp integration, helped to reduce call numbers and provide an enhanced digital customer experience. Almost immediately after the launch of Visual IVR on our national line, the number of calls reaching agents has reduced tangibly.
Callminer
AUGUST 4, 2021
The goal of Project Ice Cream was to use our own solution to gain a better understanding of the aspects of business and data that inform our use cases.
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
AUGUST 4, 2021
Technology advancement, customer desires, and a host of other variables influence a Mobile App Development Company. The mobile app sector has grown into a massive economic model, and it is thriving. Because mobile phones are seen as a great potential for businesses, this article will look at the newest technical advancements in mobile app development. […].
Uniphore
AUGUST 6, 2021
Alliander Uses Virtual IVR to Improve Millions of Interactions. With more than 3 million utility customers, the Dutch utility provider Alliander is constantly inundated with customer queries. Jacada’s Customer Assistant solution, combined with WhatsApp integration, helped to reduce call numbers and provide an enhanced digital customer experience. Almost immediately after the launch of Visual IVR on our national line, the number of calls reaching agents has reduced tangibly.
Sprinklr
AUGUST 6, 2021
I’ve said this before (and I’ll probably say it again), but there has never been a better time to be a marketer. In this MarketingProfs webinar, Valerie Witt and I explore the merging of mass reach with 1:1 engagement — a sea change that gives brands unprecedented marketing potential. You’ll hear examples of how leading brands have implemented mass 1:1 marketing, and learn the steps you can take to copy their success.
Fonolo
AUGUST 3, 2021
You know that customer service is the backbone of your organization. Knowing where you stand with your customers and proving that value to stakeholders requires carefully crafted call center reporting that directly aligns with your organization’s Key Performance Indicators (KPIs). Excel Spreadsheets won’t cut it anymore. Your executive team and call center agents need easy-to-digest, visual data that can help to inform their decisions and actions.
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
AUGUST 6, 2021
If you think your business doesn’t need a chatbot, think again. Chatbots have the power to streamline workflows and provide better service, making them a fit for every industry. They improve everyone’s experience—from employees to customers—by finding opportunities where tasks can be automated so that employees have more time to focus on the interpersonal aspects […].
Adrian Swinscoe
AUGUST 5, 2021
Today’s interview is with Sirte Pihlaja, who is the CEO (Customer Experience Optimiser) of Shirute, the first customer experience agency in Finland as well as a Lego […]. The post Playing your way to a stand out customer experience – Interview with Sirte Pihlaja first appeared on Adrian Swinscoe.
Help Scout
AUGUST 5, 2021
“I was working longer and longer hours just to keep up.” “The tiniest thing would set me off.” “I felt trapped and helpless.” “I had a sense of tunnel vision.” “I told my manager, and all they said was, ‘You’re doing a good job, don’t worry about it.’” “I get to the point where I just don’t want to do anything. A snowball of apathy.” “I came back from sabbatical, and the workload was the same but my perspective was so different.”.
The DiJulius Group
AUGUST 2, 2021
The Best Way to Improve Your Company Culture in Challenging Times By Jess Pischel Employees are the backbone of your organization, and if they are not satisfied, other areas of the business will struggle too. Conversely, a workplace where team members are engaged, feel they are supported by leadership, and have the opportunity to.
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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.
Customer Think
AUGUST 1, 2021
As we make our way through 2021, our Artificial Intelligence (AI) and Business Intelligence (BI) dreams are turning into a reality. Bots, machine learning, predictive models, and big data all impact businesses daily. But are these technological advancements making brands appear less caring? Less real? Less human? It’s a valid concern, especially when the latest […].
Doing CX Right
AUGUST 2, 2021
Is CX & Marketing the same? Is Customer Experience the new Marketing? Read expert views and what you can do with the information to advance success. The post The Great Debate: Is Customer Experience The New Marketing? appeared first on Doing CX Right.
Totango
AUGUST 3, 2021
A freemium strategy is one of the best ways to sell a SaaS product. However, common freemium SaaS mistakes can thwart this otherwise effective approach. Here we’ll help you steer clear of the most frequent pitfalls SaaS companies encounter when deploying a freemium sales model. First, we’ll consider why a freemium approach works so effectively when it’s executed correctly.
Heart of the Customer
AUGUST 3, 2021
Do you feel it? That rumbling beneath your feet? It’s a seismic tremor that’s changing the CX landscape. Back in December, I predicted 2021 would be The Year of CX Data. This summer we’re seeing that play out on an even grander scale than I expected. This pivotal moment in CX history makes designing compelling […]. The post The Year of CX Data Shifts Into Overdrive appeared first on Heart of the Customer.
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
AUGUST 1, 2021
In June, an international coalition of consumer rights organizations and data protection experts called for a ban on “surveillance-based advertising.” Are you surveilling the future of your micro-marketing? The most nimble companies are, and this will likely change how online advertising works, soon. More tech companies are placing consumers at the center of the advertising […].
Intercom
AUGUST 4, 2021
Preparing to interview for a new job is challenging. It takes time, energy, and foresight to anticipate what you might be asked. And if you’re like me, you’re probably left wondering afterwards if you said the right things or shared the right examples. . When we’re looking for our next incredible support teammate, we want to set up every candidate to give the best interview they can.
Totango
AUGUST 5, 2021
Strategies for communicating with upset customers can help you retain clients and transform escalations into opportunities. In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. We’ll consider a variety of issues that can cause communication difficulties, ranging from misunderstandings to money to technical barriers.
Conversation Agent
AUGUST 2, 2021
“No one can teach you to win. But only give you the tools to learn how to do it yourself. And until the lesson gets into your head, defeat can also taste good. It can even be the best flavor you've tasted up to that day.” Marcell Jacobs just won the Olympic gold for the 100 meters in Tokyo. He broke a speed record. Jacobs had always been fast. But something kept him from breaking through.
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?
Customer Think
AUGUST 6, 2021
I love working with engineers (and any other technologists who think like one). I always have. Why? Because they’re logical. Straightforward. They hate BS. Which is why they have so much trouble making marketing work; they believe that they have to pra.
The Contact Company
AUGUST 3, 2021
Every brand makes mistakes sometimes, and interactions can be tricky for the customer service team when customers are feeling frustrated, but it’s the team’s job to turn this around. As […]. The post Customer Service Phrases to Avoid appeared first on The Contact Company.
Zendesk
AUGUST 6, 2021
Though the pandemic isn’t fully behind us, we’ve entered a new phase wherein we’re reevaluating whether or not to continue masking and when to return to the office, and what protocols should be in place for the next academic year. There are a lot of choices that inform what our ‘next normal’ may look like—and we’re attempting to answer these questions in the wake of our collective trauma.
Zonka Feedback
AUGUST 5, 2021
Net Promoter Score®(NPS) has become the gold standard Customer Experience Metric. More than two-thirds of the Fortune 1000 list currently use the Net Promoter Score to determine customer loyalty. Thousands of leading brands such as Apple, Intuit, G.E., and American Express began using NPS to measure customer loyalty and engagement.
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.
Customer Think
AUGUST 6, 2021
There are a trillion reasons why online retailers have to pack each delivery box with something that captures the emotion of the moment. The trick is making those feelings good ones, by seeing what the shopper sees when that package arrives. Online retail sales are predicted to reach nearly $910 billion in 2021 – up 13.7% […].
Aquire
AUGUST 4, 2021
Customer journey orchestration is proving a game changer for businesses looking to create seamless interactions and boost customer experience (CX). As customers interact with various departments throughout their journey — from the marketing team to sales, support, and operations — siloed workflows and systems often inhibit the process. This disconnect damages the customer experience.
Zendesk
AUGUST 4, 2021
“Is SaaS the next big thing?” asked Eric Knorr in a piece for InfoWorld. The year was 2006. It was the year Amazon launched AWS, and Shakira’s Hips Don’t Lie topped the charts. The aftermath of the burst dot com bubble left a sour taste in investors’ mouths. Still, a new generation of enterprises was offering something that had already been revolutionizing tech: Software on demand, centrally hosted in the cloud and subscription-based.
Hodusoft
AUGUST 4, 2021
A Guide to Hybrid Workforce Technology for the Future of Work. For most of us, the pandemic has been a period of remote work, with in-between visits to the place of work. As things change in the post-vaccinated world, business leaders need to find a way of adapting to the ‘new normal. A survey carried out by Accenture found that 83% of workers prefer a hybrid work model going forward.
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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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