Intercom

MARCH 9, 2023

We’ve brought together industry experts for a conversation on GPT and how it will shape the future of customer service. And while it’s still too early to tell how these large language models (LLMs) will play out in our lives, we believe we have reached a crucial inflection point – especially when it comes to customer service.

Customer Service 64

Customer Service AI Machine Learning Technology 64

ClientSuccess

NOVEMBER 2, 2020

As your team heads into 2021, staying on top of industry trends, innovations, and best practices will be key to maintaining the high level of customer service your accounts now expect while continuing to grow and expand your internal team’s development and education. The ClientSuccess CSM From the Trenches Blog Series.

Education 70

Education Innovation Customer Service 70

Intercom, Inc.

FEBRUARY 25, 2021

In this guide, Annette writes about the best way to get inside the mind of your customer, and how to use those insights to create better customer experiences. And so, it’s crucial that companies design employee experiences that support and empower them. And what a great time to write a book about customer experience.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

SurveySensum

NOVEMBER 8, 2023

CX automation involves leveraging technologies such as AI (artificial intelligence) and RPA (robotic process automation) to automate customer support and marketing campaigns, collect and analyze customer feedback, and personalize customer experience.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

Comm100

JUNE 13, 2018

Welcome to the first of a new series of monthly posts where I will be looking at the best of Customer Service, Customer Experience and Customer Success articles that can be found online. Michael Pace on his site, the Pace of Service (I really like the name by the way!) Pacing Yourself for the Win.

Customer Service 41

Customer Service Education CX Gaming 41

Intercom, Inc.

FEBRUARY 23, 2022

This is especially true among employees experiencing increasing demand due to the pandemic, such as support agents, as our latest Customer Support Trends Report shows: 64% of support leaders say their team has felt burned out in the past 12 months. Today’s guest, Marilyn Suttle , has a few ideas on how to do just that.

Start-ups 118

Start-ups Social Media Education Customer Service 118

Customer Bliss

JULY 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. End service exhaustion. MakeMomProud #CX Click To Tweet.

Healthcare 69

Healthcare CX Customer Experience Customer Service 69

Intercom

SEPTEMBER 28, 2023

In the whirlwind of the past year, customer support has undergone a seismic shift, and the AI revolution is at the heart of it. In the midst of this transformation, customer support teams are grappling with a multitude of questions. How can we leverage AI in a way that boosts – not hinders – the customer experience?

AI 59

AI Start-ups Education Customer Service 59

Kerry Bodine

OCTOBER 5, 2015

On this important day, I want to discuss an important topic: strategy. In a recent post , I lamented how many companies today focus on business strategy first and customer experience strategy second. They decide what they’re going to do—and, as an afterthought, make decisions about how they’ll deliver their products and services.

Customer Experience 97

Customer Experience Real Estate Customer Journey Map Finance 97

Customer Service Life

SEPTEMBER 4, 2019

This article was originally published on the ICMI Blog on July 18, 2019. While I was (and am) deeply passionate about awesome customer service, the act of creating a quality form and randomly monitoring a set of customer interactions was still a necessary evil when it comes to running a contact center.

Scorecard 67

Scorecard Contact Center Customer Journey Map Compliance 67

Execs In The Know

OCTOBER 20, 2022

Talent needs talent: Hires leaders with deep experience coaching and developing teams, and invest in training for leadership to help grow and support your frontline workers. . One way that contact center providers strengthen company culture is by investing in agents’ career success and development from the start.

Contact Center 52

Contact Center CX Start-ups Finance 52

ProProfs

MARCH 19, 2021

List of Soft Skills Training Topics. Senior Career Specialist at job service provider FlexJobs, Brie Reynolds, recommends three ways to cultivate soft skills: Identify existing soft skills and build upon them for improvement. With customer expectations changing fast , the need for soft skills training is also rising in parallel.

Education 52

Education Start-ups Business Operations Construction 52

ProProfs

MAY 4, 2023

In this blog post, we’ll learn about using quizzes to engage employees and boost productivity. For example, they may deliberately provide poor customer service to hurt the company’s revenue. Is your company also facing the woes of employee disengagement? If yes, we have great news for you.

Net Promoter Score 52

Net Promoter Score Start-ups Sports Innovation 52

ClientSuccess

JUNE 11, 2019

There are a wide spectrum of Customer Success roles out there and you need to decide which of these roles is best for you. Do you want to negotiate large contract renewals, be a trusted advisor, or be a customer support representative? The Customer Success Job Spectrum. I’ll explore each of these roles below.

Start-ups 40

Start-ups Gaming Customer Retention Customer Loyalty 40

Intercom

APRIL 27, 2023

You might say your business prioritizes the needs of your customers. You might even say your customer-service is customer-centric. But do you have what it takes to earn the title of customer-obsessed? The terms customer-obsessed, customer-centric, and customer-focused sound pretty similar.

CX 52

CX AI Start-ups Customer Service 52

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Below are nine customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they’re so amazing. Motivational quotes on customer service.

Customer Service 80

Customer Service Artificial Intelligence Start-ups Education 80

ProProfs

SEPTEMBER 15, 2022

In this blog, you’ll learn how to create a conflict-style quiz and the tips you can use to get the maximum benefit out of them. . Conflict styles assessment can also be especially helpful for assessing your customer support staff , who may be facing conflict with your customers every day. . Support for multiple languages.

Start-ups 52

Start-ups Innovation Social Media Customer Service 52

Zendesk

JUNE 15, 2023

As the face of an organization, customer service is a critical component of any business. With customer expectations constantly evolving, the role of customer service professionals has become increasingly complex, requiring a unique set of skills, knowledge, and expertise. Do: List your technical skills.

Customer Service 52

Customer Service Hospitality Hospitality Education 52

CX Accelerator

SEPTEMBER 16, 2022

Many leaders do in fact think they are supporting Customer Experience in their organization. There are two primary points where you will want to be able to recognize the symptoms of surface-level customer experience focus. You must tie your work to the business KPIs to gain sustainable support and buy in. Matt Beran, Sr.

CX 208

CX Start-ups Finance Engineering 208

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Intercom, Inc.

APRIL 15, 2021

And so naturally, he’s got some strong opinions about automation, AI, and how they can help you create better experiences for both potential and existing customers. We’ve gathered a list of articles, videos, and podcasts you can check out: The Ultimate Guide to Conversational Support. Strategies for modern, conversational support.

AI 118

AI Start-ups B2B Predictive Analytics 118

SurveySensum

OCTOBER 27, 2020

Why did you choose Customer Success and what was your background? A decade ago, when I just started in Customer Success, it was merely perceived as a glorified title for customer support or account management. It would often include reactive metrics, like an escalation in support tickets, NPS scores , etc.

Education 59

Education Start-ups Customer Relationship NPS 59

ProProfs

DECEMBER 5, 2022

In this blog post, you’ll find everything you need to know to develop and execute a winning talent assessment strategy. According to a Career Builder survey , besides errors on the recruiters’ part and a lack of qualified candidates, the other top reasons for bad hiring include: Candidates lying about their qualifications.

Start-ups 52

Start-ups Sales Customer Relationship Management Business Growth 52

Intercom, Inc.

MAY 21, 2020

? ? In our quest to make the most of support automation, we’ve found three uses that really optimize its potential. The first is routing: directing a customer’s question to the right team. Next is assisting: gathering information from a customer so a human support agent has everything they need by the time they’re stepping in to help.

Start-ups 221

Start-ups Gaming Machine Learning Technology 221