Zendesk

MAY 25, 2022

These are five steps to get you into the CX community faster and smarter: Follow thought leaders and opinion shapers. 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.

CX 98

CX Social Media Start-ups Sports 98

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

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.

Technology 74

Technology Technology Customer Service Contact Center 74

Intercom, Inc.

APRIL 22, 2021

My sister is a graphic novelist – she writes graphic novels, she sells graphic novels, and her career is centered on this idea of writing, illustrating, and selling these books. Going from that moment where I was managing folks but utterly clueless and unprepared was really the center of my first book, An Elegant Puzzle.

Engineering 274

Engineering Start-ups Non-Profits Construction 274

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

Comm100

FEBRUARY 6, 2018

This blog post will cover several of the top, most sought-out customer engagement tools on the market. Marketing and Commerce Clouds require users to call for estimates. Enterprise — Call to request demo. Knowledge base software and call center software also come at additional fees. The question is a loaded one.

Social Media 42

Social Media CRM Omnichannel Invoicing 42