Intercom, Inc.

JUNE 22, 2018

It puts walls up around fundamentally simple ideas. But like all of the best frameworks we have for understanding our world – Newton’s Laws of Motion, Jobs to be Done , Supply & Demand – the best ideas and concepts at the core of machine learning are simple. The best ideas and concepts at the core of machine learning are simple.

Machine Learning 223

Machine Learning Start-ups Customer Feedback 223

Zendesk

MAY 25, 2022

You’ll follow her for the short, simple intros to complicated concepts—but you’ll stay for the great podcasts, blogs, and books. Make sure you tag me so I can say “Hi” right back. Its whole idea is to “Foster acceptance and belonging,” which is exactly why you’re reading this article in the first place.

CX 98

CX Social Media Start-ups Sports 98

Intercom, Inc.

APRIL 22, 2021

When we chatted at that time, which feels like a long time ago, it was really focused on this idea of infrastructure management, and I was working on getting together my first book, An Elegant Puzzle. Facebook actually has this idea of, I think, five archetypes, which is kind of their level. Will Larson: I would love to.

Engineering 274

Engineering Start-ups Non-Profits Construction 274

Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. But how many would list quality assurance, a standard contact center metric, as a customer experience metric? In the modern contact center, these ARE customer experience metrics. Most customers don’t want to call anyway. Average Handle Time (AHT).

Contact Center 68

Contact Center Customer Experience Artificial Intelligence Machine Learning 68

Customer Service Life

FEBRUARY 4, 2019

The text of this article originally appeared on the ICMI blog on December 5, 2018. There are five such areas where I see significant gains for your contact center by upgrading in 2019 if you haven’t already. Slack has revolutionized contact center communication. Hint: Focus on Agent Performance.

Contact Center 67

Contact Center Artificial Intelligence Text Analytics AI 67

CommBox

JANUARY 4, 2022

According to Deloitte, a whopping 88% of businesses are now prioritizing customer experience in their contact centers. And believe it or not, your brand can provide that community to thousands (if not millions) of people across the globe thanks to modern innovations like social media , blogs, and email marketing.

Customer Experience 105

Customer Experience Social Media Entertainment Sales 105

Intercom, Inc.

SEPTEMBER 22, 2022

Back when Michele was a product manager, she and her colleagues used to look at analytics, exchange an idea or two with the customer service team, and make educated guesses about what the next step on a product or feature should be. It’s such a great idea. Why did you decide to write it, and where did the idea come from?

Start-ups 138

Start-ups Invoicing Education Sales 138