ICYMI: CallMiner Top 10 Stories of 2018
Callminer
DECEMBER 30, 2018
CallMiner had amazing product news, awards and press in 2018 and in case you missed it, below are 10 highlights from the year!
press-news 
A Fictional Press Release Can Be a Great Motivator
Shep Hyken
MARCH 9, 2022
Now there is a new way to approach leadership with an idea, which is to write a Fictional Press Release. . The Fictional Press Release is probably not what you think it is. It’s not a fake release with fake news. One way to write it up to be considered by decision-makers is to create a press release.
Customer Service 
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Webinars
How Retailers Are Transforming Customer Experiences with Data & AI
Turn Payments Into Personalization: Unlock the Value of Transaction Data
Trending Sources
Is Any Attention Good Attention?
Beyond Philosophy
SEPTEMBER 13, 2019
This episode of The Intuitive Customer explores if there are times when the bad press can be good news for your brand. In other words, are there times when bad news is good? The circumstances of the attention, the bad press, and the goals for your organization all play a part in how you answer the question.
Customer Loyalty 121
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The Generative AI Game of Thrones – Is OpenAI toast?
Customer Think
NOVEMBER 24, 2023
The News This has been an exciting weekend for the generative AI industry. The press release states that Altmann “was not consistently candid in his communications with the […]
AI 40
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Any Press Is Good Press, Right?
Beyond Philosophy
SEPTEMBER 26, 2019
One of the things that came up was the question, when marketing an idea or organization, is any press good press? However, if the author was unknown and the review was of their first major book, the existence of The New York Times review, whether it was positive or negative, boosted sales. Are those comments as bad news?
Start-ups 110
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Shock News! Meerkats are NOT advising Putin!
The Customer Service Blog
MARCH 2, 2022
Compare The Market - the well-known price comparison website - has announced that it’s TV adverts will no longer be shown around news bulletins whilst the Ukraine conflict is taking place. But the press statement given by the company is weirdly patronising to the customers, and also completely bizarre.
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Customer Success Hot Takes! — Setting your customer success team up to drive next-level results
Totango
NOVEMBER 10, 2023
The good news is that customer success leaders and teams are uniquely positioned to be the driving force in these growth efforts. When there’s cross-functional accountability, there’s a connection at each dynamic touchpoint that might be changing or be pressed in a new direction. “If
20/20 Tech News: Putting Out Big Customer Service Fires in 2020
Fonolo
JANUARY 20, 2020
Welcome to our *new* biweekly news roundup, where we give you the latest and greatest in customer service technology, news, and views. Let’s stop rhyming now and turn to the news at hand. New in Contact Centers. Happy 2020, Fonolo Followers! This poor customer service channel comes at a cost.
Contact Center 117
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7 Competitive Intelligence Studies Worth Performing For Food Aggregators
MattsenKumar
JULY 30, 2021
Read their press releases and, if their senior management publishes, read what they have to say about the market and industry, as well as any predictions they make. News Coverage Study. You never want to miss news coverage about a rival, whether it’s favorable, bad, or neutral. Reviewing Your Competitors’ Content.
Engineering 52
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Lean UX author Jeff Gothelf on why design must have a seat at the table
Intercom, Inc.
AUGUST 15, 2019
Jeff is the author of Lean UX (which teaches how to rapidly experiment with design ideas) and the co-owner of Sense & Respond Press , a publisher of short, actionable books for busy leaders. They’re realizing that not only do we have a 24-hour news cycle, but we’ve got a 24-hour consumption cycle. Dee: I like that.
Start-ups 179
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Announcing Intercom’s new AI features
Intercom, Inc.
JANUARY 31, 2023
☞ Click here to join the beta waitlist for our AI features or receive AI news from Intercom. We’ve built some exciting new features into Intercom using this new GPT technology and have given access to several hundred customers – and the response has been astounding. Our team has been using the new AI Inbox features a lot.
AI 188
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Engaging Employees at Any Distance
Taylor Reach Group
MAY 14, 2020
102-103, New York: Gallup Press). The great news in these numbers? According to the Gallup Organization, you could do all this and more by making your way to the top quartile of employee engagement. Clifton, Jim & Harter, Jim (2019) It’s the Manager , pp. There’s lots of room for improvement.
7 Tips On Call Center Customer Experience Improvement
Win the Customer
SEPTEMBER 15, 2020
Call centers must deliver the best customer experience from jump, or else risk dealing with an unsatisfied customer, and getting negative press. Customers want to be notified on any issues that are impending, meaning that they would rather hear the bad news ahead in time and plan for it, rather than be there for the stressful aftermath.
How the media industry is creating an ‘Offer You Can’t Refuse’
Steven Van Belleghem
OCTOBER 29, 2020
Or if you want a more local example: the VRT – the national public-service broadcaster for the Flemish Community of Belgium – is performing a pilot study for its news app ‘VRT MYNWS’ which aims to personalize news in a transparent way without pushing users into a closed-off filter bubble. Everything at once.
Education 98
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What’s Your Customer’s Panic Question?
Myra Golden Media
MAY 7, 2019
After six weeks in the hospital, we got the news that Dad would be released and that he would go to a rehab center eight miles away. Answer Your Customer’s Most Pressing Questions Before They Panic. Mom called me frantic, “He’s so weak, I have no idea how I’ll get your dad into the car to take him to rehab.”.
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Avaya Shakes Off Debt, Heading to Public Market
Fonolo
OCTOBER 4, 2017
Here’s a run-down of recent significant news: August 7: Agreement Reached with the Debt Holders. This was closely followed by the news that a judge was appointed as the mediator for the case. More importantly, they managed to shake off a large portion of their debt, and set their sights on an IPO in early 2018. The Tick Tock.
Contact Center 173
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Making things people want
Intercom, Inc.
JULY 11, 2018
Had they instead focused on the outcome they deliver (bored commuters want to be entertained for short bursts of time with bite-sized articles), then their competitors (Twitter, Facebook, news apps) wouldn’t have been so oblique to them. Today you press one button and a car shows up. What people want.
Entertainment 205
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How Retail CX Leaders Solve Problems During the Busy Holidays
Uniphore
DECEMBER 7, 2021
Never Miss a Thing Subscribe to our blog for the latest industry news, updates and more from Uniphore. can solve some of the most pressing problems to face them this holiday. Store B is actively facilitating the kind of holiday shopping customers expect. Crafting and Curating Solutions for a Busy Holiday Season. CX leaders who?craft
Retail 130
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VW To Buy Back Cars And Learns Cost Of Lying
Beyond Philosophy
NOVEMBER 29, 0002
After news of the Volkswagen fuel efficiency broke, Fiat Chrysler was fined millions by not addressing safety defects in their and not disclosing these defects to consumers. The New Hoaxwagen: Mitsubishi Lies on Fuel Efficiency Standards.
Manufacturing 112
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Top Contact Center Acquisitions of 2017
Fonolo
NOVEMBER 21, 2017
When the news of an acquisition breaks, we focus on it for a few days — think about what was motivating the buyer and seller — and then move on. The river of news never stops, after all. Resellers don’t get as much press or attention as the technology vendors. We covered that topic here and here.)
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Customer Story: GC Business Finance finds secure solution for home-based agents
Logicalware
AUGUST 12, 2021
With a team of contact centre agents tasked with supporting customers, including handling telephone-based card payments, GC Business Finance was faced with a pressing challenge when staff switched from office to home-based working as a result of the pandemic. Here’s how they overcame the challenge with the help of Puzzel and PCI Pal.
Finance 97
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3 Expert Tips to Pre-empt an Escalation with a Customer
Myra Golden Media
JULY 9, 2017
I remember being a new manager preparing to deliver bad news to a group of executives. This is what politicians, CEOs, and law enforcement officers do in every high-pressure press conference.” Three weeks later, I delivered the dim news to a group of 68 executives, all men. Here’s the strategy you use. And it went well.
Customer experience versus efficiency – why support leaders shouldn’t have to choose
Intercom, Inc.
AUGUST 5, 2020
Here’s the good news: that diametrically opposed choice between customer experience and efficiency is now one of the past. Think about it this way: if driving growth is the penultimate destination on your support team’s journey, you’ll be hard-pressed to get there in a car with no engine or wheels.
The Scoop: Bringing Omnichannel Communications to Sales
SugarCRM
JULY 20, 2021
In other great news, we’ve listened to your feedback, and we are happy to introduce a highly configurable Portal Theme Designer. Check out the video above to learn what else is unleashed within this Sugar release, and read our press release. There’s more to this release including a few hidden gems we are excited about.
Omnichannel 49
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Upgrade Your Customer Experience with the Power of Perception Points
Uplifting Service
MARCH 20, 2023
This is great news for you, because perception points can often be improved quickly and with minimal expense. First you go here, then you choose that when you click on this then you put it over there, then you enter the data, then you confirm, then you press, and the order has been placed.
E-commerce 40
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Thriving in Customer Experience on a Tight Budget
ClearAction
AUGUST 22, 2020
The points of lifetime value in everyday use are to 1) prioritize what’s most pressing, 2) compel action by showing mangers how much business is at-risk, and 3) right-size the action. Customer lifetime value (CLV) is the cumulative profit stream over the duration of a customer’s interest in a brand category.
Why Should you Enter the Confirmit ACE Awards?
Confirmit
JANUARY 27, 2021
We'll even provide you with a press kit to help you share the news. Now more than ever it's key to build trust with key stakeholders - an important influencer for potential buyers! Winning an award will enhance your company's credibility. Stay one step ahead of competitors.
Top 35 customer service and support podcasts for 2024
Zendesk
FEBRUARY 12, 2024
The podcast covers real-time insights and news, making it a great resource for companies that want to stay updated and agile in their customer service practices. Press 1 for Nick Listen here Best for: Unveiling the human side of customer service Press 1 for Nick focuses on humanizing customer service.
11 Types of Bad Customer Service (and How To Avoid Them)
Help Scout
JULY 13, 2021
Amazon refuses to refund an outrageous delivery charge In the case of the $7,000 toilet paper , Amazon relied on being technically correct (in that a third-party seller had levied the enormous delivery charge) to avoid any responsibility until their hand was forced by bad press. Bad news for Inspector Gadget.
Customer Service 136
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Want to save money? Cuddle a cat!
The Customer Service Blog
JANUARY 15, 2022
His recent apologies on various TV news bulletins certainly sound sincere. STOP PRESS - a few days after this article was written, Ovo announced that it plans to cut a quarter of its workforce. I think this genuine, open acknowledgement of the terrible lapse in judgement will go a long way with customers."
Social Media 52
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Do Self-Service Systems Really Lead to Better Results? Our Member Survey Offers Surprising Answers to Industry Questions
Customer Experience Matrix
SEPTEMBER 18, 2023
Budget-pressed buyers are making smarter decisions: false. The bad news is that IT responsibility also correlates with lower martech satisfaction. What worries me more than bad news is the hints that companies are making poor decisions. Putting IT in charge of martech will almost surely lead to unhappy martech users.
Technology 59
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Innovations to Eliminate Annoying Hold Music
Customer Service Life
FEBRUARY 5, 2018
The good news is that there are a couple ways to improve the wait experience for your customers and, dare I say, make calling customer service great again. Have you ever called customer service and had the option to press a button to receive a call back? The great news is that you have a variety of options to choose from.
Innovation 79
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Naked Dining: A Different Customer Experience
Beyond Philosophy
NOVEMBER 29, 0002
In 2013, to the astonishment of the dining press, Lyall and his crew popped-up with Annie’s BNNY +% Owl Bar, a non-ironic performance-piece riff on Japanese owl-cafes, in which it is possible to sit with an owl, or two, for a bit.
Our biggest releases of 2022: A next-generation Inbox, our most powerful Messenger yet, and the introduction of tickets
Intercom, Inc.
DECEMBER 14, 2022
Proactively support your customers before they ever need to reach out to your team by sharing product, event, and company announcements within the new News section of the Messenger. . With Switch, your customers can choose to move their query to the Messenger at the press of a button, rather than waiting on hold.
2 Systems That Are Essential For Successful CX
Beyond Philosophy
OCTOBER 18, 2019
Now this story is excellent news for Delta because I didn’t even consider flying any other way to D.C. However, it was terrible news to me because I missed out on a better flight option through a competitive airline. In this two-system science of thinking, the Intuitive System is “the news.” ANY PRESS IS GOOD PRESS, RIGHT?
CX 90
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5 Top Customer Service Articles of the Week 4-25-2022
Shep Hyken
APRIL 25, 2022
They also expect a faster, more intimate interaction and the option for automation technology, according to a press release on the findings. MarTech Series) Good news: Customer service doesn’t have to be a battle of customer vs. company. My Comment: Let’s start this week’s roundup with a fun one. The headline is a fun one.
Why Your Digital Platform Needs ‘Real’ Human Customer Experience
Win the Customer
MARCH 7, 2016
After paying the fees, when I pressed “Publish” to put my blog online, an error page showed up on the screen. And here is what I learned: Digital platforms are not an option anymore and this is good news. Digital is part of the way we do business and live, and this is great news. But I had no choice.
You can expect a rise in customer frustration and significant increases in escalations to supervisors right now. Here's help.
Myra Golden Media
MARCH 24, 2020
Customers, like you and me, are pressed, anxious, and running low on patience. Here are the Four things I’m telling my clients About Giving Bad News right now. Work to keep interactions positive, even when you’re giving bad news by offering explanations or options. So, always look for a positive slant when giving bad news.
Understanding Adobe Real Time CDP
Customer Experience Matrix
FEBRUARY 13, 2020
News that that Experience Platform excludes the third party profiles in Audience Manager does raise some questions about that. A more pressing concern would be how much data is actually loaded into Experience Platform. But, truth be told, quite a few CDPs have some practical limits in those areas.
5 Top Customer Service Articles of the Week 5-16-2022
Shep Hyken
MAY 16, 2022
(Business Travel News) Southwest Airlines plans to invest more than $2 billion on enhancing its customer experience, the carrier announced Wednesday, the same day it was named as the carrier with the highest customer satisfaction score for the economy segment in the J.D. Power 2022 North America Airline Satisfaction Study.
How Do You Handle Multiple Feature Requests From Customers?
SurveySensum
JANUARY 24, 2024
Is this our most pressing need right now? Prioritizing based on request frequency can help address the most pressing needs of the user base. That’s good news! Why exactly haven’t we built out this feature until now? Are there any obstacles we need to prepare for before taking any steps? How relevant is this to our end users?
Sales 52
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The State of the Contact Center in 2020 | Industry Report
Fonolo
OCTOBER 20, 2020
As bleak as this news may sound for the industry, we like to look for the silver linings. Data Security Issues a Pressing Concern. The shift to remote working created a swathe of new infrastructure issues for contact centers, with data security heading that list. It’s also at the heart of innovation and ingenuity. .
Contact Center 126
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Ten Dumb Things Smart Contact Center Executives Do
Taylor Reach Group
NOVEMBER 30, 2018
Not reading trade press, blogs and newsletters. “We Days filled with meetings, limits interaction with direct reports, free time to review news stories, white papers, technology articles etc. it also reduces time to speak with industry peers, to attend conferences or seminars.
Contact Center 111
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What does a business development representative (BDR) do?
Zendesk
JULY 26, 2022
In our hypothetical party scenario, if any brave souls asked what that person in business development actually did on a day-to-day basis, they’d likely say, “Oh, a little bit of everything,” or “I help develop the business,” followed by a small prayer that no one pressed the issue. And it’s true, BD is complex and multifaceted.
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