Beyond Philosophy

JANUARY 2, 2018

This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. The meeting was recorded by local television affiliates, and Rowan and Hurd were also featured as ABC News’ “Persons of the Week” this past Friday. Michael Lowenstein, Ph.D.,

CX 111

CX Customer Service Customer Experience 111

Customers That Stick

SEPTEMBER 29, 2014

My colleague walked into an office building for an appointment and when she approached the reception desk to sign in, she was greeted by the receptionist. ” The receptionist said, “Oh,” and then looked back down at her desk. The following happened to a colleague of mine a few weeks ago.

Customer Service 121

Customer Service Customer Experience 121

Fonolo

JANUARY 14, 2020

Whether you’re looking for a quick round-up of industry news, or an in-depth program to turn your company culture around, you can probably find it on Shep’s blog. Despite being relatively new to the industry, Helpscout has quickly become a reliable resource for customer experience professionals. Bill Quiseng.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Fonolo

OCTOBER 18, 2022

These might be last-minute absences, or time spent away from their desk during their shift. The good news is you aren’t the first person to face these challenges. Absenteeism, or absence rate, is a percentage figure that represents how much unapproved time agents are spending away from work. Personal days. Extended breaks at work.

Contact Center 87

Contact Center Start-ups Customer Satisfaction Technology 87

Kerry Bodine

MARCH 18, 2020

Sitting at your desk (or at your kitchen table) and reading the news, these objectives may seem out of reach. You have an opportunity to make changes to your offerings and your customer experience today that will: Support your customers’ wildly changing needs and expectations, Drive crucial revenue in the short term, and.

Customer Experience 116

Customer Experience Customer Loyalty 116

Help Scout

DECEMBER 5, 2018

All this is great news for customer support as an industry. The even better news? For Support-Driven Growth organizations, the right help desk software can make them even more effective at driving revenue. How do you measure your investment in software for help desks? Move from ticketing to a streamlined queue.

Social Media 40

Social Media Start-ups Customer Loyalty CRM 40

CSAT.AI

MAY 12, 2022

According to this NBC news article : “Your goal should be to keep your blood sugar at an optimal level as well as consistent throughout the course of your day by selecting foods that release glucose slowly, rather than quickly, and grazing on them throughout the workday. Eat Like a Cow. Take A Break. The same is true for your workers.

Gaming 80

Gaming Contact Center Sports Start-ups 80

DMG Consulting

MARCH 2, 2021

Agents are often required to stay at their desks except for the three times during the day when they are scheduled for lunch or a break. The good news is that enterprise leadership is finally acknowledging the challenges of being a contact center agent and the pandemic can be thanked for these insights.

Contact Center 93

Contact Center Artificial Intelligence Scorecard AI 93

Qualtrics

MARCH 31, 2020

Reduce the amount of social media and news you consume at home. Try to check the news once a day. And only to trusted news sources. Use your breaks to get away from your desk or work station. Be mindful of your social media consumption. Use one screen at a time. Multi-tasking is no easy feat. Break up the day.

Social Media 47

Social Media Start-ups 47

Customer Service Life

JULY 8, 2019

This included very simple things like having a desk and a working computer ready to go for them. Furthermore, we tricked out their desk with all sorts of decorations, notes, and enjoyed lunch together as a team. Finally, when the candidate became a colleague we made it very clear how excited we were that they joined our team.

Contact Center 72

Contact Center Customer Service 72

Intercom, Inc.

OCTOBER 13, 2022

We have a space called news, which is the new feature we’re launching to help customers announce and tell their customers about new things, and we have a space called tasks for customers to take a next recommended action with our new checklist product we’re also launching today.

Start-ups 118

Start-ups Machine Learning Engineering Customer Satisfaction 118

Confirmit

FEBRUARY 12, 2020

You might have seen the news by now (I admit we’ve been shouting about it quite a bit), Confirmit has been named a Leader in the just-launched report ; The Forrester Wave™ Customer Feedback Management Platforms, Q1 2020. For obvious reasons, we’re very pleased about it – high fives all round, etc.

VOE 52

VOE Voice of the Employee Gaming Voice of the Customer 52

Return Customer

JANUARY 19, 2017

You’ll never ensure positive customer experiences by parking yourself behind a desk and barking orders every day. In her spare time, she enjoys reading books/articles on industry news, engaging on twitter, and exploring her local neighborhood coffee shop. Getting Your Hands Dirty.

Sales 88

Sales Customer Experience Customer Service 88

Myra Golden Media

APRIL 23, 2017

Sometime later at my desk I heard a sharp whistle. I hit send on the email I was typing and then opened AOL to read some news. I got to checking emails and a voicemail, nothing of importance, and I simply forgot about the sweet mixture simmering on the stovetop. No, it was more like a beep. It happened in rapid succession.

Customer Experience 59

Customer Experience 59

Intercom, Inc.

DECEMBER 13, 2018

One innovation behind Workplace is its News Feed-based algorithm , which has been fine-tuned to respond to work use cases. When you work at Cirque du Soleil, by definition you don’t have a PC and a desk every day when you go to work. I think the News Feed does a good job of telling you what’s important for you right now.

Pharmaceutical 151

Pharmaceutical Start-ups Gaming Sales 151

Beyond Philosophy

MAY 21, 2021

Hiding lousy news from customers, so they don’t get upset. Now suppose you are walking by the executive assistant’s desk, and there was petty cash on it. Moreover, while it’s sometimes difficult to tell customers terrible news, you must tell them. Well, it depends on the policies of the company, I suppose.

Customer Experience 88

Customer Experience Start-ups Government Sales 88

Callminer

FEBRUARY 21, 2018

Lead Desk. . Offering deals, insider news, and reviews on the stuff you are shopping for. NOTE: The following information is excerpted from 8 Ways to Improve Call Center Quality Assurance via Lead Desk. Gregory Golinski. Lauren Stafford. Mihai Corbuleac. Stacy Caprio. Craig Borowski. ConsumerAffairs. Gene Reynolds. Scott Sachs.

Contact Center 210

Contact Center CRM Technology Technology 210

Qualtrics

APRIL 18, 2019

That’s good news for companies focusing on external CX. Employees rely on internal IT help desk departments to ensure their computers and technology are running smoothly. IT help desks should ask for relational and transactional feedback from their internal customers to understand where they can improve. billion USD by 2022.

CX 48

CX Start-ups Technology Technology 48

Fonolo

APRIL 27, 2020

If the thought of your employees playing games during work horrifies you, I’ve got (bad) news for you… One way of engaging remote teams is by playing games together. And even those of us who squirrel it down at our desks go out to lunch occasionally. Play some virtual games together.

Contact Center 112

Contact Center Gaming Start-ups 112

Help Scout

SEPTEMBER 16, 2021

The good news is that there are ways to set yourself up for success. BPOs can help with a lot of systems that you might rather keep in house (like QA and training); the important thing is to have a clear conversation and plan so that as you bring on your new outsourced team, nothing falls through the cracks. The solution.

Customer Service 98

Customer Service CX Customer Experience 98

Zendesk

AUGUST 16, 2023

Plus: GPT-4 Pathways Language Model (PaLM 2) Data sources ChatGPT is trained on a dataset pulled from sources like Wikipedia, scientific journals, and news articles pre-September 2021. ChatGPT at a glance ChatGPT Google Bard Price Free Plus: $20 per month Free Language model Free: GPT-3.5 ChatGPT Plus has internet access through plugins.

AI 52

AI Artificial Intelligence Engineering Machine Learning 52

Lightico

AUGUST 19, 2021

For Quontico Bank remote working has enabled great flexibility in hiring talent: “The good news for community banks is this is a new frontier of remote working. We used to go to the travel agent and sit at their desk and plan your trip. Our CTO lives in Alabama. Our CSO lives in Vegas. Our CMO lives in DC.

Real Estate 52

Real Estate Innovation Gaming Customer Loyalty 52

Zendesk

JULY 9, 2021

Turn tweets into tickets using a help-desk tool. Service teams can: Post on users’ news feeds, send messages, and even send promotional coupons. Using Twitter , your service agents can: Move conversations from the Twitter feed to the privacy of your inbox with the click of a button.

Customer Service 98

Customer Service Start-ups B2C Customer Satisfaction 98

Intercom, Inc.

FEBRUARY 18, 2020

When I joined, we had this small office on Dublin’s Camden Street, with a little kitchen, a few desk pods and three little meeting rooms. Instead, it will deprecate things and when we get to a point where a new version is released, all those deprecations will fall away. And you say, “There’s no features.

Engineering 221

Engineering Construction Start-ups Gaming 221

Confirmit

MAY 15, 2018

Well, we’ve news for you. The minute you find yourself sitting at your desk, pondering a decision and you feel your job or career will suffer from choosing the wrong path – well, that’s when you can wave bye-bye to objectivity. That’s nonsense.

B2B 40

B2B B2C Start-ups CX 40

Intercom, Inc.

DECEMBER 21, 2021

When we write a story about someone, we need the news to back up the validation of that story. The noise, the pace, people storming from desk to desk getting stuff done. In the Facebook office, the momentum was infectious. It was in the air. You could just feel. Des Traynor: Just buzzing. Paul Adams: Yeah.

Engineering 118

Engineering Government B2C Start-ups 118

Customer Service Life

DECEMBER 17, 2018

Have you ever worked in an environment where people had a mirror at their desk to hold themselves accountable to smile when answering the phone? We’re so grateful for some good news amid a tragedy that has been in so many of our thoughts and prayers. It makes all the difference in not only your mood, but the moods of those around you.

Customer Service 60

Customer Service Entertainment Start-ups Contact Center 60

Hodusoft

FEBRUARY 1, 2023

Business phone services have evolved from uncooperative, clunky desk phones to cloud-based services using Voice over Internet Protocol (VoIP) technology. This provides financial institutions with maximum flexibility and scalability. It was recently named the best business phone service by U.S.

Finance 52

Finance Omnichannel Social Media Artificial Intelligence 52

Transcosmos

MARCH 5, 2019

Ukraine has the most number of IT professionals in Central and Eastern Europe, with a workforce that is expected to rise to over 200,000 by 2020 ( Ukraine Digital News ). Spain and Australia were two other key outsourcing markets. KPMG, 2017 ). 7.07: India. 6.31: China. 6.11: Malaysia. 5.99: Indonesia. 5.93: Brazil. 5.92: Vietnam.

Technology 52

Technology Technology Legal Finance 52

Transcosmos

FEBRUARY 11, 2019

Much like listening to music, you can tune in to a podcast even if you’re walking down the street or tidying up your desk. It’s a healthy practice to stay updated with news and trends in IT as your company will likely grow with the tech advancements to follow. Podcasts can keep your audience’s attention for longer.

Start-ups 52

Start-ups Education Innovation AI 52

Qualtrics

JANUARY 13, 2020

However, it’s not all good news. Does your company have mostly office workers who’ll find answering a desktop survey easy, or do you have a lot of frontline employees where they may never sit at a desk or interact with a desktop? “A The highest percentage of any country surveyed and inching above the global average of 53%.

Engineering 29

Engineering Technology Technology Start-ups 29

Comm100

FEBRUARY 1, 2023

Zendesk Headquartered: San Francisco, California, United States Founded: 2007 Zendesk builds robust help desk solutions and has customers that include Beloit College, University of Louisville, and USC Annenberg. Get our monthly customer service news and best practices update delivered to your inbox.

Education 86

Education Omnichannel B2B Customer Service 86

Experience Investigators

OCTOBER 3, 2023

There are a few great CX uses for text analysis: Service desk requests: Text analysis tools can quickly identify common topics or issues across your help desk tickets so you can prioritize those pressing items. You don’t need to be a mind reader to pull this off.

Sentiment Analysis 98

Sentiment Analysis Artificial Intelligence Social Media Hospitality 98

CX Journey

AUGUST 22, 2014

As soon as they knew there was a breach, they should have (a) contacted their customers (instead of having customers find out via the evening news) and (b) assured them that their cards (for REDcard holders) had already been canceled and that new cards were issued and on their way. Why is this important? Consider this example.

Customer Experience 66

Customer Experience Innovation Predictive Analytics Social Media 66

Qualtrics

OCTOBER 24, 2019

A browser-based platform can be a good solution as staff can use it on mobile devices even if they’re not in a desk-based role. There may be factors you hadn’t initially considered or couldn’t have predicted, such as unseasonable warm weather that changes demand, or a news story that impacts how your products are perceived by customers.

CX 32

CX Entertainment Hospitality Hospitality 32

Zendesk

APRIL 6, 2021

You might envision a call center as a warehouse jammed with tiny desks where tired agents switch endlessly from one call to the next. This is great news for anyone eyeing a call center job, but it’s not the extent of what you should anticipate. Modern call centers are much better places to work.

Contact Center 52

Contact Center Omnichannel Start-ups Technology 52

C3Centricity

OCTOBER 29, 2017

If you work in a business, then I advise you to get out from behind your desk and talk to people in other departments. We live on our floor, take coffee and lunch with fellow employees and never learn much news that we didn’t know already.

Actionable Insights 48

Actionable Insights Start-ups Retail 48