Execs In The Know

OCTOBER 29, 2021

To help highlight some of the amazing ideas that came out of these sessions, we’ve created a five-part blog series — each focusing on a particular keynote session. In Part 2, we highlight Jamie Hudson’s story of transformation as she and her team tackled the challenges brought about by the 2020 COVID-19 pandemic. Jamie Hudson.

Artificial Intelligence 52

Artificial Intelligence Engineering CX Education 52

Hodusoft

FEBRUARY 29, 2024

In this blog post, we have listed the challenges MSPs’ call centers usually face, seven alarming signs that can indicate something is wrong in the call center operations, and six effective solutions. High Call Volume In call centers, call volume is a metric used to measure the number of inbound calls in a specific period.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 52

CSAT.AI

AUGUST 12, 2021

Having an appropriate number of agents per call volume for the necessary 1:1 resolutions also reduces abandon rate. As Shopify shared in their 2020 blog , customer feedback helps identify such repeat problems. These channels of communication became vital during COVID-19 and are still expected to be available.

Contact Center 98

Contact Center Social Media Customer Satisfaction Manufacturing 98

Totango

MARCH 25, 2021

March marks the official one-year anniversary of the COVID-19 pandemic. Digital Customer Success = 1 COVID = 0. Digital Customer Success = 2 COVID = 0. Digital Customer Success = 3 COVID = 0. Can you believe it has been a year? SevenRooms collaborates remotely. Zoom scales Digital CS for rapid growth.

Real Estate 62

Real Estate Hospitality Hospitality NPS 62

Comm100

NOVEMBER 29, 2021

Organizations relying on call center support were forced to transition to digital channels during lockdowns. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents. All the while, significant tech advancements were made, particularly within AI and automation.

Customer Service 63

Customer Service Omnichannel Social Media AI 63

Totango

AUGUST 21, 2020

Shelby Czarnota: Through Totango, we are putting the customer at the center, enabling Aaccount collaboration and transparency supporting our Customer First mindset. The field was hungry for the right tools to support their processes. Question: How did Totango help with this cloud transformation and how many Totango users do you have?

Innovation 116

Innovation NPS Touchpoint Start-ups 116

Comm100

JUNE 23, 2022

Today’s students have sky-high support expectations, but with a reliance on phone and email, many higher education institutions are failing to meet these needs. Not only does Comm100 meet the support needs of these schools, but it’s also increasing enrolment, engagement, and satisfaction, all while reducing operational costs.

Compliance 82

Compliance Education CRM Healthcare 82

Intercom

FEBRUARY 1, 2022

The digital landscape has undergone major change since the arrival of COVID-19. With a new bar set for what is achievable digitally, customer expectations have grown in correlation – particularly when it comes to support, its availability, and the quality of the customer experience. . of support teams in 2022. .

Start-ups 59

Start-ups Customer Expectations Customer Feedback Customer Experience 59

SurveySensum

MAY 20, 2020

In this unprecedented societal shift, as the reality of this new COVID-19 pandemic took the world by surprise, it has affected everyone’s life. In this blog we will understand how the world is facing this disruptor and taking actions to advance to a new world. How will COVID-19 affect Customer Experience?

Social Media 52

Social Media Customer Experience Healthcare Non-Profits 52

Qualtrics

OCTOBER 7, 2021

With the new executive mandate enforcing COVID-19 workforce vaccination and testing requirements for many businesses across the US, how can you ensure compliance while also navigating PHI, PII, and HIPAA requirements? How does Qualtrics — and the Vaccination & Testing Manager — support PII, PHI, and HIPAA requirements? Learn More.

Healthcare 26

Healthcare Compliance Hospitality Hospitality 26

Hodusoft

JANUARY 3, 2024

In this blog post, we discuss CCaaS in detail starting from what CCaaS is, its top benefits, its key features, and how you can handpick the right CCaaS solution for your business needs. After the COVID-19 pandemic, CCaaS solutions became a lifesaver for many companies and it enabled them to run their customer service operations remotely.

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

Comm100

DECEMBER 8, 2020

If you’re reading this blog, then you probably already know that live chat is the most popular digital customer service channel – and it keeps on growing. From January to August 2020, chat volume increased by 24% compared to 2019. This can be helpful in a variety of situations, particularly in sales and technical support.

Customer Satisfaction 52

Customer Satisfaction Retail Customer Service CX 52

Kerry Bodine

AUGUST 14, 2020

This approach is detailed in my blog post 3 Steps To Better Customer Research. For the Shop sub-journey, a micro-journey during the time of COVID-19 might be “Get into the store,” which includes actions like waiting in line, putting on a mask, using hand sanitizer, and interacting with a store employee in order to get a cart or basket.

Touchpoint 83

Touchpoint Start-ups CX Government 83

CSAT.AI

MARCH 18, 2020

When we put out our blog last week on facing changes we didn’t yet know how big they would be. This week we are in a new paradigm due to COVID-19, where remote work is a necessity. Your agents will lean on your management staff for support and guidance. During unusual times like these contact volume spikes.

Customer Service 52

Customer Service CX AI Customer Satisfaction 52

Comm100

JUNE 25, 2020

First, the COVID-19 pandemic revealed the need for companies to keep business going responsibly. However, you don’t want to lump in a message statement about supporting Black Lives Matter and then a paragraph later talk about an awesome sale you’re having. Many businesses have had to close due to shutdowns over the COVID-19 pandemic.

Customer Service 52

Customer Service Social Media Start-ups B2B 52

Execs In The Know

MAY 10, 2021

In “normal” times, this should be top of mind for executives, but the impact of COVID-19 has exasperated many of the stressors agents were already experiencing. Supporting employees by ensuring their mental and physical wellbeing is truly a priority. In short, ensure they do not feel alone should they need support.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

Qualtrics

MARCH 19, 2020

To support your organization in navigating these changing times, you will need to adjust your XM efforts. Our Customer Success organization, which supports a large volume of companies around the world, shared a number of questions that they’re hearing from our CX clients. That’s what XM is all about.

CX 56

CX Healthcare Close the Loop Actionable Insights 56

Totango

AUGUST 21, 2020

An enterprise cannot survive without satisfied customers to support it. As your business grows, your team also needs to be able to iterate quickly by analyzing your process and making any necessary changes to improve it and ultimately support your customers at scale. Your organization needs to be able to grow and scale its processes.

NPS 78

NPS Sports Customer Retention Sales 78

Comm100

MARCH 2, 2022

To deliver on this expectation, member support is key. While telephone and in-branch support will always have their place, credit unions must now also embrace digital channels like live chat and chatbots to cater to their current members’ rising digital expectations, as well meet their future members’ digital needs. Table of contents.

Omnichannel 52

Omnichannel Non-Profits Start-ups AI 52

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. Adding a chatbot to customer support helps brands handle large volumes of inquiries and gives agents more time to focus on more complex issues. Understanding things like the type of content to publish, topics to focus on, and choosing a blogging platform.

Social Media 53

Social Media AI Start-ups Finance 53

1 to 1

MARCH 28, 2022

Gig customer experience (gigCX) workers—independent contractors, freelancers, and other temporary workers who provide customer support and other related services—are a natural fit in the contact center space. Here’s how to engage and motivate a gigCX workforce that delivers exceptional results.

CX 52

CX Contact Center Innovation Customer Satisfaction 52

C3Centricity

MAY 25, 2020

And of course the latest covid-19 epidemic will hasten many others to unfortunately follow suit in the coming months. Yes you have data and information, but if you’re a regular reader of my blog, you will know that you have to turn these into knowledge to understand your customers. The Opportunity. Regenerate natural systems.

Technology 77

Technology Technology Agriculture Retail 77

Intercom, Inc.

APRIL 29, 2020

You can check out my full slide deck and blog post below. By now, we’ve all received those hundreds of COVID-19 emails from services that we maybe used once 10 years ago. This is how you can get in touch with us if you need support,” along with any crucial details about how your business has been impacted.

Education 228

Education Event Planning Start-ups Healthcare 228

Intercom, Inc.

APRIL 9, 2020

It’s the perfect storm that produces a swell of people who need to get in touch with customer support. Assisting both customers and support staff by offering predictive suggestions. In this episode, you’ll hear from: Katilin Pettersen , Global Director of Customer Support: Based in San Francisco. Short on time?

Healthcare 245

Healthcare Non-Profits Start-ups Technology 245

Totango

JULY 19, 2021

The COVID-19 pandemic created a new sense of urgency around protecting and nurturing customers by highlighting the fact that customers truly are the core of every business. Support your team by focusing on building a customer-centric culture , and you’ll soon see improvements in your customer’s success, growth, and retention rates. .

Start-ups 124

Start-ups Customer Feedback Education Sales 124

Hodusoft

JANUARY 5, 2022

COVID-19 had a profound impact on contact centers. Call volumes increased dramatically, staffing levels dipped, and agents had to deal with a sudden and prolonged adjustment to work from home. As COVID-19 transitory phase begins, companies should utilize their data to better predict the needs of their internal workforce and customers.

Predictive Analytics 52

Predictive Analytics Contact Center Technology Technology 52

Hodusoft

JANUARY 5, 2022

COVID-19 had a profound impact on contact centers. Call volumes increased dramatically, staffing levels dipped, and agents had to deal with a sudden and prolonged adjustment to work from home. As COVID-19 transitory phase begins, companies should utilize their data to better predict the needs of their internal workforce and customers.

Predictive Analytics 52

Predictive Analytics Contact Center Technology Technology 52

Comm100

NOVEMBER 18, 2021

This is where live chat and supporting chatbots come into play. This blog will look at the top 5 reasons why higher education institutions need to adopt live chat and chatbots if they want to acquire, engage, and retain today’s students. Read more: Improving Student Engagement – Why Phone Support is Dead.

Education 72

Education AI Technology Technology 72

Qualtrics

SEPTEMBER 15, 2020

I know you are in high demand from our customers, and over the last several months because of COVID-19 and a lot of other shifts, we have seen this considerable change in consumer behavior with regards to digital. The first is answer option A: your CEO; answer option B: your CTO; and then C is COVID-19.

Healthcare 26

Healthcare CX Innovation Start-ups 26

Comm100

APRIL 9, 2021

Because of this, today’s clients are likely to judge the customer support from their bank by comparing it to other experiences like paying a phone bill online or ordering food on a delivery app. In fact, 79% of clients now prefer customer support through online chat. Today’s customer service expectations cross over industries.

Retail 68

Retail AI Social Media Start-ups 68

Zendesk

MARCH 31, 2021

With more people staying home due to COVID-19, there’s a greater need for customer service—Zendesk’s Benchmark Snapshot report found that support requests have increased 16 percent since the pandemic started. Higher volumes of customer requests are making agents more stressed. DoggieLawn. Source: DoggieLawn. Source: Wistia.

Start-ups 52

Start-ups Retail CRM Engineering 52

Fonolo

SEPTEMBER 14, 2023

In this blog, we’ll discuss how to create goals that will take your call center to the next level. TIP The best technology adapts to your SMART goals and supports your KPIs no matter what. Part of that measurement involves getting qualitative and subjective feedback from your customer support agents and managers.

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

Intercom, Inc.

MARCH 24, 2020

Supporting your customers with efficiency and empathy is challenging in the best of times. But when an unprecedented event like Covid-19 hits, what do you say and how do you say it? Right now your support team are probably facing an array of challenges. Focus on active, engaged customers who genuinely need your support.

B2B 31

B2B Start-ups Sales 31

Intercom, Inc.

JULY 9, 2020

In many ways it offers him a unique perspective which he shares with us here – from his early days exploring search as a means to supporting his gaming tournament websites to spearheading the growth of an increasingly important tech discipline. So I think the whole idea of search volume in the beginning was great.

Engineering 199

Engineering Start-ups E-commerce B2C 199

Intercom, Inc.

APRIL 15, 2021

We recently spoke with Francis to learn more about how you can supercharge your conversational support efforts with automation, the limitations around AI, and putting in the time with your customers. We’ve gathered a list of articles, videos, and podcasts you can check out: The Ultimate Guide to Conversational Support.

AI 118

AI Start-ups B2B Predictive Analytics 118

Qualtrics

JUNE 23, 2020

And one thing is certain, digital experience will matter more in our post-COVID lives than it ever has before. Given the volume of data produced in the digital environment, analytics need to be automated and predictive while providing focus areas for prioritizing resources and action-taking. Five key ingredients to digital XM success.

Retail 26

Retail Healthcare Actionable Insights Touchpoint 26

Intercom, Inc.

JANUARY 28, 2021

We think a lot about customer support, customer success, how businesses can better support their customer, how some tech companies excel at offering what we call proactive support. So, it strikes me that accessibility must be a very important factor when we’re talking about offering support to citizens.

Government 249

Government Start-ups Innovation Technology 249