CX Accelerator

DECEMBER 10, 2019

For me, this time in my life was mid-August 2018. But if we don’t know how to love ourselves, remind ourselves what is truly important to us at the end of the day, then we can never be our best selves at work. I was fixated on finding balance, peace and happiness in my life and finding others seeking to do the same.

Start-ups 182

Start-ups Gaming CX Customer Service 182

CX Accelerator

DECEMBER 10, 2019

For me, this time in my life was mid-August 2018. But if we don’t know how to love ourselves, remind ourselves what is truly important to us at the end of the day, then we can never be our best selves at work. I was fixated on finding balance, peace and happiness in my life and finding others seeking to do the same.

Start-ups 182

Start-ups Gaming CX Customer Service 182

CX Accelerator

MAY 16, 2018

Ten years is a great deal of time in the life of a mortal. Considering the average life expectancy of a white bloke in the state of Tennessee is only 73.94 This week I’m celebrating 10 years working for the same organization. My father has been a great role model of finding the right balance between work and everything else.

CX 203

CX Start-ups Gaming Education 203

Helpt

FEBRUARY 27, 2024

We’re going to start this blog post with a heavy dose of nerdy: place yourself back to when you played your last Japanese roleplaying game or Dungeons and Dragons. You need: A cohesive party : Reliable companions who understood their roles and worked together seamlessly. Recognize and reward employee achievements.

Gaming 98

Gaming Innovation Start-ups Customer Satisfaction 98

Uniphore

DECEMBER 6, 2021

As Jacob explained on the podcast: “There is a huge gap between how well leaders think they’re practicing mindsets and skills versus how well the people who actually work for these leaders say they’re practicing them. Never Miss a Thing Subscribe to our blog for the latest industry news, updates and more from Uniphore.

Contact Center 130

Contact Center Technology Technology AI 130

Qualtrics

MAY 27, 2021

When the pandemic hit, many of us were suddenly asked to merge our work space and our personal space into one — but not just physically. As we (literally) brought our work home with us, it became more difficult to mentally separate the two. Here’s what we found: FOMO makes it difficult to maintain work-life balance.

Technology 49

Technology Technology 49

Execs In The Know

JULY 6, 2021

Work-from-home (WFH) has added a new layer of complexity to the recruiting and hiring process. Striking a Long-Term Balance (WFH vs. In-Center). As things currently stand, most programs will be taking a hybrid approach to the workplace, with a mix of agents working in-center and from home. But what’s the right balance?

CX 98

CX Innovation Customer Feedback Customer Experience 98

CSAT.AI

DECEMBER 19, 2018

Workers want more freedom over their work. Ever hear the term work-life balance? Fewer workers are willing to be used until they are exhausted, let go or die with little time to enjoy life outside of work. 41% want to do gig work. 41% want to do gig work. Tell Me What You Want. Yeah, that.

Customer Service 52

Customer Service Sentiment Analysis Education Customer Retention 52

Intercom, Inc.

APRIL 29, 2021

Striking that balance is of the utmost importance to Joei Chan , Director of Content at the e-learning platform 360Learning. We recently sat down with Joei to chat about her new series, how to work unexpected new formats into your content marketing strategy, and balancing creativity with lead generation.

Innovation 118

Innovation B2B Start-ups Education 118

Execs In The Know

MAY 22, 2023

In this blog post, we’ll be exploring the benefits and challenges associated with focusing on agent-focused employee experiences, specifically how integrating this kind of approach can improve customer interactions. Enter the agent-focused employee experience.

CX 64

CX Technology Technology Construction 64

ECXO

MAY 16, 2024

This blog post will explore the essence of customer-centric leadership and key factors that form the basis of a successful customer-focused organization. Many employees are eager to impact the customer experience meaningfully, and it is vital that they understand how their work achieves this.

Touchpoint 69

Touchpoint Customer Journey Map Education CX 69

CSAT.AI

MARCH 8, 2023

In this blog post, we will discuss how you can ensure your customers get the right answer. Your customer gets back to their fabulous life, and your company gets to be the hero (with perfect KPIs). They may only know that their device doesn’t work, for example, but they don’t know what’s needed to make it work.

Sentiment Analysis 91

Sentiment Analysis AI Sales Customer Service 91

Customer Bliss

MARCH 23, 2022

The beloved companies care for their employees, because they know this internal culture builds trust and inspires great work. This means that employees can decide when and for how long they work during that first year, getting paid their regular salary. Employees need to feel it, experience it, and receive it themselves.

Engineering 55

Engineering Start-ups Innovation 55

Intercom, Inc.

SEPTEMBER 1, 2021

As Intercom has grown and evolved over the years, so has the way we work – under the leadership of Ali Biggs and alongside colleagues like Christine Sotelo , we have carefully expanded the size of the team and our remit. This means better outcomes for everyone: from the teams we work with to, more importantly, our customers.

Start-ups 138

Start-ups Sales Gaming 138

CSAT.AI

AUGUST 12, 2021

As Shopify shared in their 2020 blog , customer feedback helps identify such repeat problems. The pandemic hastened the adoption of the work from home (WFH) model. It has proven to work and many contact center leaders expect remote work to remain. With a balance of breaks and targeted work agents are most effective.

Contact Center 98

Contact Center Social Media Customer Satisfaction Manufacturing 98

Customer Bliss

JUNE 9, 2021

Through leadership guidance and company actions, they are establishing more balanced relationships, where both sides win. They are deliberately resisting or changing industry practices so that customers feel a balanced and equitable partnership, and one based on trust. The hard work is having the life lessons to test it out.

Hospitality 115

Hospitality Hospitality Customer Relationship Business Growth 115

CX Accelerator

MAY 8, 2018

Because stories come to life when we tell them, asking your agents to listen carefully to customer stories with a view to sharing and understanding them is a pretext for helping them become true customer storytellers. And it’s through a better understanding of each other that we can begin to affect significant changes in our work.

Contact Center 160

Contact Center Start-ups NPS Education 160

UJET

AUGUST 5, 2020

Now after being in Munich for almost two years, I’ve had time to reflect on the benefits, drawbacks, and lessons learned about working remotely while living abroad. This new angle is also becoming increasingly important with the recent rapid shift to teams working remotely. Remote Work Management.

Start-ups 133

Start-ups Actionable Insights 133

Callminer

APRIL 21, 2020

If the environment is effective enough to make you creative, then you are in a great working environment. This also leads to being more productive and efficient in your work. This is necessary because the employees need a working space that boosts creativity. Empower a flexible work environment. Build a diverse team.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

CSAT.AI

MARCH 15, 2023

In this blog post, we will discuss what makes Generation X customers different and why they are so important for businesses (with a musical soundtrack to guide the way to the MTV generation!). ’90” – George Michael Freedom – Generation X Values and Preferences Gen Xers like options.

Sentiment Analysis 99

Sentiment Analysis Gaming Technology Technology 99

Intercom, Inc.

FEBRUARY 25, 2021

Instead, Annette argues, it’s about giving them the right tools and resources to do their job properly, whether that’s setting up training sessions, recognizing their contributions, or just making sure there’s a quiet place at the office for them to work. Humanizing automation to help employees work smarter not harder. Annette: Sure.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Totango

DECEMBER 23, 2021

With the constant pressures of increasing workloads, longer working hours and figuring out how to strike a proper work-life balance, burnout is on the rise like never before. Are your employees motivated to work hard? If possible, offer more flexible work hours or work-from-home options. Low Morale.

100

100

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). In this blog post we provide a glimpse at some of the CRS Clearwater sessions outside of the previously covered keynotes, including panel discussions, pre-conference workshops, and breakout sessions.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Hodusoft

MAY 10, 2024

In this blog post, we will discuss everything about virtual call centers and contact centers, starting from what they are, history and evolution, benefits they offer to contemporary businesses, and how to choose the right virtual call center and contact center software. That also makes these support centers far more cost-effective.

Contact Center 52

Contact Center Social Media Compliance Artificial Intelligence 52

Intercom, Inc.

OCTOBER 1, 2020

If you’re setting out on your roadmap journey it’s important that it reflect the point of the journey that you’re on – having everyone in a startup of 5 or 6 sharing daily tasks each morning makes sense as they work together to build a feature but in a larger company it’s a recipe for chaos.

Engineering 165

Engineering Start-ups Finance Sales 165

Lumoa

JANUARY 9, 2018

Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer. How to overcome those challenges?

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141

Intercom, Inc.

OCTOBER 1, 2020

If you’re setting out on your roadmap journey it’s important that it reflect the point of the journey that you’re on – having everyone in a startup of 5 or 6 sharing daily tasks each morning makes sense as they work together to build a feature but in a larger company it’s a recipe for chaos.

Engineering 165

Engineering Start-ups Finance Sales 165

Intercom

JANUARY 11, 2024

Camille is a self-professed customer service nerd and seasoned consultant who has worked with startups like CrowdStrike, Humio, and Nilus, is a mentor at First Round, and advisor to TheLoops, a customer data platform that leverages AI. For AI to work, you need comprehensive documentation. Acey , loves doing.

Customer Service 86

Customer Service CX AI Start-ups 86

Logicalware

JULY 30, 2021

The future of work is likely to be hybrid — with more employees wanting flexible working in the wake of the pandemic. In this blog, Puzzel CMO Jonathan Allan reflects on what this could mean for contact centres. The pandemic has given us a once-in-a-lifetime opportunity to reinvent how we work. Or is it time for change?

Compliance 59

Compliance Omnichannel Innovation Customer Service 59

Customers That Stick

FEBRUARY 12, 2015

Renee Cloyd is a wife and mother of three young boys ages 11, 9 and 6 who balances her busy home life with a full time job as a Center Director at Christ Lutheran Children’s Center. My dad taught me that I represent the company that I work for by the attitude I give off. Meet Renee Cloyd! Photo Credit: Renee Cloyd.

Customer Experience 160

Customer Experience Sports Social Media Customer Service 160

Customer Service Life

APRIL 16, 2018

This article was originally published on the FCR blog on March 30, 2018. Here’s a working definition to get us started: Workforce management in the contact center is about predicting the staffing required to handle customer contact volumes within a desired service level. Click here to read the original. First, what is WFM?

Contact Center 74

Contact Center Omnichannel Start-ups Technology 74

SurveySensum

NOVEMBER 3, 2023

In this blog, we’ll explore seven customer service trends for 2024. AI-Powered Customer Service: An Opportunity, Not a Threat AI is already at work, just like Amazon’s Alexa or SurveySensum’s chatbots providing you with quick answers, analytics predicting your needs, and tailored recommendations to improve your experience.

Customer Service 52

Customer Service E-commerce AI Customer Satisfaction 52

Callminer

MARCH 6, 2020

He has experience across a multitude of organizations of different industries and sizes and is passionate about optimizing workplaces and ensuring employees love their work. Flexibility: Have you recently experienced the need to suggest a new way to do something at work? Tell me about that experience. Kayla Pendleton.

Customer Service 207

Customer Service Start-ups Education Gaming 207

SurveySensum

FEBRUARY 29, 2024

But the sad part is, that only 23% of employees feel truly engaged at work. Happy employees are more likely to give their all at work. To further explore this crucial topic, in this blog, we’ll be delving into employee satisfaction and its profound impact on your business’s success. And you know what engagement is tied to?

Innovation 52

Innovation Customer Satisfaction Gaming Start-ups 52

Intercom, Inc.

FEBRUARY 23, 2022

Most of us have been working remotely, isolated from friends, family, and coworkers, uncertain of what the future might bring, and it has all taken a toll on our mental health. Take a minute to savor the good things in life, even if it’s just a warm cup of coffee. The past couple of years have been … challenging, to put it nicely.

Start-ups 118

Start-ups Social Media Education Customer Service 118

ProProfs

MAY 4, 2023

In this blog post, we’ll learn about using quizzes to engage employees and boost productivity. Engaged employees believe in their company’s mission and values and work enthusiastically and passionately. Less Absenteeism Engaged employees love their job, so they take fewer leaves and look forward to coming to work every day.

Net Promoter Score 52

Net Promoter Score Start-ups Sports Innovation 52

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. Create an escalation chain with your most nuanced and skilled agents handling difficult interactions, while fairly balancing the interaction load.

Customer Service 52

Customer Service CX AI Customer Satisfaction 52