Customer Service Life

MAY 15, 2017

This article was originally published on the FCR blog on May 3, 2017. At FCR we have an Emerging Technologies (ET) team that exists to learn about the various tools and technologies that can help companies deliver a better customer experience and help contact center leaders manage their teams better. Click here to read the original.

Technology 74

Technology Technology Customer Service Contact Center 74

Customer Service Life

FEBRUARY 4, 2019

The text of this article originally appeared on the ICMI blog on December 5, 2018. If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation. Hint: Focus on Agent Performance.

Contact Center 67

Contact Center Artificial Intelligence Text Analytics AI 67

Intercom, Inc.

SEPTEMBER 22, 2022

Now, there are these three blog posts,” and it was just kind of a jumbled mess. These tactics range from using that soft tone of voice to not interrupting them, to using what I call validating statements or, therapists say this as well, negotiators. There’s a great book on service design called Service Design, actually.

Start-ups 138

Start-ups Invoicing Education Sales 138

Intercom, Inc.

OCTOBER 17, 2019

I’m joined in episode six of Intercom on Product, as always, by SVP of Product Paul Adams, who spoke about this topic at a recent conference. So for example, Josh Seiden has written a great book called Outcomes Over Output. Next month it’s tagging. That element? And I believe all that, too. All three of these are levers.

Sales 119

Sales Engineering Start-ups Data Entry 119