Callminer

OCTOBER 3, 2019

Empathy, exceptional listening skills (and a willingness to listen to the customer ) are also important traits for call center reps to possess. Because your call center representatives play a major role in how your company (or your clients’ companies) are perceived by customers, your reps’ characteristics have a big impact on quality.

Customer Service 186

Customer Service Construction Social Media Innovation 186

Fonolo

JULY 18, 2019

Core tenets of customer service are timeless: For example, “know your customer” is still as important today as it ever was. If you know your customer, you’ll know that consumer expectations have changed radically over the past decade, largely due to the development of new technologies. Making Customers Wait.

Customer Service 126

Customer Service Social Media Healthcare Touchpoint 126

Intercom, Inc.

APRIL 22, 2019

Some think customers will see the advent of AI as a welcome way to get self-help quickly and get back to their task. Others worry that AI will worsen the customer experience as more and more companies use it to save costs. He joined me for a conversation on tackling issues that come up as you scale your customer experience.

Customer Experience 156

Customer Experience AI Start-ups Sales 156

Fonolo

APRIL 9, 2019

Certain commentators in the customer service space have been predicting the death of the call center. In fact, as we’ve argued before, phone calls are still essential to the success of customer service. This means that when customers make a phone call, their queries are typically more complex and contentious. Fast Resolution.

Contact Center 122

Contact Center CRM Customer Relationship Management Customer Service 122

Callminer

APRIL 23, 2019

To ensure the quality of customer service. With the advancements of computer technology, software solutions are available to automatically pause recordings when private information is shared during calls. After fines have found their way to merchants, the banks often change their relationship with said merchant.

Compliance 159

Compliance Contact Center E-commerce Customer Satisfaction 159

TeamSupport

MARCH 29, 2019

As a SaaS company grows, customer success becomes even more important. Defined as doing everything in your power to ensure customers are successful with your business, creating a thriving customer success program and team doesn’t happen overnight.

Technology 45

Technology Technology Customer Relationship 45

DMG Consulting

JUNE 11, 2019

Artificial intelligence (AI) is a very broad concept and set of technologies, which must be targeted to a specific challenge in order to be effective. The first of the three AI pillars is a grouping of technologies that allow organizations to understand what customers are saying. Three Pillars of AI for Contact Centers.

Contact Center 67

Contact Center AI Machine Learning Artificial Intelligence 67

Fonolo

JUNE 18, 2019

Today’s customers are savvier than ever before and one thing many of them are are looking for is a custom experience tailored specifically to their individual needs. Despite the clear benefits of personalized customer service, only 5% of companies said they were implementing customized experiences regularly.

Customer Service 91

Customer Service Machine Learning Customer Relationship Management AI 91

SurveySensum

SEPTEMBER 30, 2019

Happy Customer Experience Day! 1 st October is a CX Day, founded by Customer Experience Professionals Organization (CXPA). It’s the best time to check how your organization is taking initiatives to celebrate the spirit of the customer experience program. CX is a new brand. Yes, we are talking about ROI here!

Net Promoter Score 69

Net Promoter Score E-commerce CX Customer Experience 69

TeamSupport

JULY 26, 2019

This scenario is still far too common in customer support, even in the B2B (business-to-business) industry where the average customer value is higher and business relationships matter more. But, other times it’s simply due to an inefficient customer service team. They want the best technology.

B2B 70

B2B Customer Service Customer Retention Innovation 70

SurveySensum

JUNE 25, 2019

Experience management trends keep changing but gaining customer loyalty and acquisition have been the key focus areas for the restaurant industry. The question here is how customer experience managers of restaurants or hotels can influence word-of-mouth advertising.

Actionable Insights 75

Actionable Insights Customer Experience Management Customer Loyalty AI 75

DMG Consulting

JUNE 11, 2019

Hundreds of vendors around the world have entered the RPA segment, coming from many existing IT sectors such as enterprise resource planning (ERP), customer relationship management (CRM), contact center infrastructure, workforce optimization, as well as dozens of start-ups that want to take advantage of the massive market opportunity.

Artificial Intelligence 80

Artificial Intelligence Machine Learning Contact Center Customer Relationship Management 80

TeamSupport

NOVEMBER 22, 2019

While 90% of business-to-business (B2B) leaders recognize the importance of customer support, fewer than 25% of companies excel at helping their customers. It’s a concerning statistic as B2B markets thrive off long-term relationships with their clients. Therefore, these customers often expect a more personalized experience.

B2B 80

B2B Customer Relationship Management Touchpoint Start-ups 80

Beyond Philosophy

OCTOBER 25, 2019

As a certified Customer Experience Professional, he helps organizations and leadership change to improve their experience for their team members and customers. His latest book, The Airbnb Way , shares their insight for successful disruption and delivering an excellent Customer Experience to your customer community.

Hospitality 104

Hospitality Hospitality Technology Technology 104

Steven Van Belleghem

JUNE 4, 2019

As you know, I’m often talking about how companies need to automate the day to day life of their customers in my presentations. They will become this extra support system layer in the lives of customers, and such a personalized omnipresent added value can only result in strong emotional bonds. There’s no way around it.

AI 52

AI Start-ups Technology Technology 52

Beyond Philosophy

JANUARY 19, 2019

This podcast discusses the five areas you can address that will change the results you get with your Customer Experience. With a focus on these five key actions, you will not only improve your Customer Experience, but you can also get a jump on the competition in the new year. Segment your customers into personas. –more?.

Net Promoter Score 84

Net Promoter Score CX Artificial Intelligence Customer Loyalty 84

Customer Bliss

MAY 2, 2019

Rosalyn Curato , CCO of Allovue , a startup EdFinTech (education financial technology) company, knows how to leverage this skill. Train Your Customers on How to Effectively Use Your Product. Rosalyn and her team invested in training customers on site. Focus on Retention and Establish Relationship Managers.

Education 59

Education Finance Customer Retention Start-ups 59

ClientSuccess

FEBRUARY 22, 2019

The role of a customer success manager (CSM) in the SaaS industry has become increasingly complex. As platforms themselves become more innovative and functional, and as customers become more well-versed in how these solutions impact their business, CSMs are faced with more questions and challenges than ever before.

Start-ups 58

Start-ups Sales Innovation Technology 58

TeamSupport

NOVEMBER 8, 2019

Simply put, your business needs customer service strategies that improve their productivity and customer satisfaction. The right strategies help your customers resolve their issues faster and enable your agents to provide better support. Here are five of the winning customer service strategies every business should be using: 1.

Customer Service 83

Customer Service B2B Customer Satisfaction Start-ups 83

TeamSupport

AUGUST 16, 2019

One industry that hasn’t typically been at the forefront of the data revolution is customer support. Let’s look at a few different ways to take a data-driven approach to managing customer support…. Sentiment Analysis – Every experienced support agent has received a long email from a customer.

Sentiment Analysis 63

Sentiment Analysis Artificial Intelligence Business Growth Technology 63

Beyond Philosophy

JANUARY 19, 2019

This podcast discusses the five areas you can address that will change the results you get with your Customer Experience. With a focus on these five key actions, you will not only improve your Customer Experience, but you can also get a jump on the competition in the new year. Segment your customers into personas. –more?.

Net Promoter Score 80

Net Promoter Score CX Artificial Intelligence Customer Loyalty 80

ClientSuccess

SEPTEMBER 19, 2019

The role of a customer success manager (CSM) in the SaaS industry has become increasingly complex. As platforms themselves become more innovative and functional, and as customers become more well-versed in how these solutions impact their business, CSMs are faced with more questions and challenges than ever before.

Start-ups 54

Start-ups Sales Innovation Technology 54

Customer Bliss

MAY 17, 2019

I’m a big believer in that,” said Eleanor O’Neil, regarding her decision to create a customer success forecasting system. Eleanor is the Chief Customer Experience Officer at Workshare , a B2B company that manages document productivity and security software for legal firms. Create a Customer-Focused Culture .

Legal 52

Legal B2B Technology Technology 52

TeamSupport

APRIL 26, 2019

Customer service is a concept that can mean many things to different businesses. At the heart of it all however, serving the customer is what keeps a business running. Gartner’s 2018 Customer Experience Survey found that two-thirds of a company’s competitive edge was predicated on the experience they delivered to their customers.

Customer Service 55

Customer Service B2B B2C Customer Retention 55

DMG Consulting

AUGUST 13, 2019

Answer: Although many contact center infrastructure vendors offer pre-built, out-of-the-box integrations with leading customer relationship management (CRM) solutions like Salesforce, Zendesk, Microsoft Dynamics, etc., they generally support custom integrations for proprietary applications as well.

Contact Center 48

Contact Center CRM Customer Relationship Management Customer Relationship 48

TeamSupport

MAY 24, 2019

One role that falls into the “and more” category that isn’t prioritized often, but should be, is customers. With this said, here are a few tips on how to optimize your main company website to focus on customer success…. Click here to download our whitepaper with additional tactics on how to drive customers to self-service!

CRM 40

CRM Customer Relationship Management Education Technology 40

ClientSuccess

APRIL 17, 2019

ClientSuccess will host Jay Nathan , Founding Partner and Managing Director of Customer Imperative , for this month’s customer success webinar series: Where should customer success live and who owns the number? This is the one of the hottest customer success topics in debate right now. and Who Owns the Number?

B2B 45

B2B Engineering Sales Customer Relationship 45

Transcosmos

JANUARY 21, 2019

The customer service industry has seen a dramatic shift over the years. With new innovations and trends, companies now leverage advanced tools, such as automation, in delivering the best customer support. A survey shows 89% of businesses compete through the level of customer service experience they provide. Creativity.

Customer Service 52

Customer Service Social Media Start-ups Innovation 52

Totango

DECEMBER 19, 2019

Your customers are working with you because your company’s products and services are valuable The quicker you can deliver that value, the more likely you are to build trust and loyalty with customers. When you have customer loyalty, you have the basis for an ongoing relationship that generates customer lifetime value.

Start-ups 71

Start-ups Education Customer Loyalty Customer Relationship 71

CSAT.AI

MARCH 13, 2019

In customer service it means loss of clients and thereby loss of revenue. Customer service agent scoring and actionable data is valuable when targeted. Customer Service agent scoring information isn’t like points – quantity isn’t the goal. Agents are still a vital part of the customer service experience.

Customer Service 52

Customer Service Sentiment Analysis AI Customer Satisfaction 52

Intercom, Inc.

JULY 11, 2019

But as the business becomes more successful – and there are resources to build a support team – additional layers begin to separate executives from their customers. It becomes harder for the folks running things to make time to be inside their customers’ minds. Speak the customer’s language. Short on time?

Start-ups 188

Start-ups Sales Engineering CRM 188

Customer Bliss

OCTOBER 17, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. I was having a conversation with somebody the other day, who is what I call a “perennial customer experience officer.” Develop foundational skills to lead change management. Many people have done it.

Real Estate 54

Real Estate CX Hospitality Hospitality 54

Totango

DECEMBER 12, 2019

A strong customer relationship can last for years. How do you begin to manage all the potential outcomes, needs, and variables that determine the path ahead? The customer lifecycle management process segments the customer journey into stages, including onboarding, adoption, escalation, and renewal.

Net Promoter Score 64

Net Promoter Score NPS Education Start-ups 64

Intercom, Inc.

OCTOBER 10, 2019

We do it by closing distances that our technologies have just opened. Now we’re in this really weird time where we see technology as destroying us, and social media are ruining our institutions and our capability to trust each other and to feel like there’s a future. Louis: Technology is just a tool, right?

Start-ups 168

Start-ups Technology Technology Social Media 168

Totango

JANUARY 15, 2019

The most desirable customer in the world is your customer. While it’s no doubt a thrill to pursue and persuade a new customer to work with your enterprise, for software and subscription-based businesses, the real value lies in customer retention. The 5 Best Customer Retention Strategies for Subscription Businesses.

Customer Retention 75

Customer Retention Start-ups Social Media CRM 75

Fonolo

MAY 31, 2019

Contact center managers are, at their core, problem-solvers. What strategy do you have in place to ensure that the customer experience doesn’t suffer? When it comes to customer service, there will always be a role for a live conversation with an agent. Call Spikes 101: Managing Data, Agents, and Hold Time.

Contact Center 57

Contact Center Customer Expectations Technology Technology 57

Customer Bliss

OCTOBER 3, 2019

In today’s episode, I chat with Leslie McNamara , who is the Chief Marketing Officer and Managing Director in workforce development at Citi Retail Services. She and her team ensure that the customer experience journey and shopper experience is reflective of the retailer’s brand and ethos. ” About Leslie McNamara.

Customer Experience 58

Customer Experience Retail Gambling Start-ups 58