Fonolo

NOVEMBER 15, 2022

In fact, these engagements are an essential part of running a successful customer service operation. In short, well-supported agents will lead to happier, more satisfied callers. Remember that these reviews aren’t for disciplining agents for their shortcomings; rather, it’s all about providing the support they need so they can improve.

Outlook 127

Outlook Contact Center Touchpoint Technology 127

Intercom

FEBRUARY 6, 2024

As Intercom’s VP of Customer Support, I have had the opportunity over the last year to lead an AI-driven customer service strategy. It’s been one of the most fascinating and rewarding journeys of my career to date. To say that I am excited about the future in customer service is somewhat of an understatement.

AI 98

AI Customer Service Customer Journey Map Engineering 98

Intercom

APRIL 25, 2024

In the customer service and customer experience spaces, there’s a lot of discussion happening about what the future of the human-AI partnership will look like – and more specifically, what role will humans play in this new dynamic. The answer? But AI is reliant on human input.

AI 52

AI CX Customer Service Technology 52

Customer Think

NOVEMBER 5, 2021

Among the many challenges customer experience (CX) professionals face, often the most difficult is how to engage cross-functional and multi-level support. Beyond support for specific projects, there is a crucial need for ongoing sponsorship of the CX program, even as new areas of focus develop for the organization.

Customer Experience 138

Customer Experience CX 138

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community? Supporting CS research.

Social Media 118

Social Media B2B Customer Loyalty Start-ups 118

Intercom, Inc.

DECEMBER 21, 2021

. “We have accelerated through many years of progress as if we’re living in a time-lapse” Business is increasingly conducted online, and customer communications are undergoing a massive transformation as customer expectations change. The Ultimate Customer Support Tech Stack for 2022.

Innovation 196

Innovation Engineering Entertainment Start-ups 196

Customer Think

FEBRUARY 4, 2024

Image by Gerd Altmann from Pixabay Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing […]

Contact Center 57

Contact Center 57

Fonolo

MARCH 14, 2023

Your customers want thoughtful and empathetic service, and that’s not something you can get from technology alone. Skilled agents are key to delivering a great customer experience, and agent retention is vital to a healthy contact center. Offer your agents perks and benefits to support life inside and outside of work.

Contact Center 95

Contact Center Artificial Intelligence AI Technology 95

Intercom, Inc.

MAY 4, 2018

And unfortunately, your suspicions are confirmed when they hand you their resignation and explain they’ve been offered “a new and exciting opportunity” that aligns with their career aspirations. Regular, open career conversations can be an effective strategy for this. How to have effective career conversations.

Engineering 223

Engineering Start-ups Compliance 223

Totango

MARCH 1, 2022

I think it’s really important to support more women in tech and leadership roles and I think the number one thing we need to do first is to actually show that it’s possible.”. What kind of support do women need in order to advance in this industry? What support have you had throughout your career that has helped you to advance?

Education 104

Education Technology Technology Start-ups 104

Execs In The Know

JANUARY 29, 2024

In this episode of The CX Leadership Exchange , we had the privilege of diving into the mind and career of Scott Horace, the Senior Vice President, Global Contact Center Management at Mastercard. As we wrapped up the conversation, Scott offered candid advice on mentorship’s critical role in career progression.

CX 52

CX B2C Contact Center Touchpoint 52

Intercom, Inc.

JUNE 9, 2021

We want to give our employees the best possible start to their Intercom careers. By a large margin, this is the most thorough and best organized onboarding of any company I’ve worked over the span of my career” – Dannel, Sales Engineer. Support elements . Skills and culture . Social and belonging.

Gaming 253

Gaming Engineering Start-ups Sales 253

Intercom, Inc.

JUNE 16, 2020

Today we’re excited to bring you Scale , a place where we explore how industry leaders are propelling their companies forward – by keeping their customers front and center. What’s the CTR on our latest customer engagement campaign? As teams scale up, customers can easily turn from people you know into numbers you optimize.

Business Growth 213

Business Growth Customer Relationship Sales 213

Execs In The Know

JANUARY 15, 2024

In our latest episode of The CX Leadership Exchange , Tatyana Ngai from AT&T shares her remarkable 25-year journey within customer experience (CX) and telecommunications. From Call Centers to Corporate Strategy Tatyana’s career at AT&T began in a call center environment in the late 1990s.

CX 52

CX Customer Experience Contact Center 52

Intercom, Inc.

JULY 28, 2022

By the time he left to join Google Cloud as EMEA VP of Operations and Customer Growth, Salesforce had around 17 billion dollars in revenue and almost 50,000 employees. In today’s episode, we sat down with Sanj to talk about scaling sales teams, what makes a great salesperson, and strategies to deliver the best outcomes for your customers.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

Zendesk

JULY 8, 2021

Jeanine Mendez knows all too well that her successful career wasn’t a given. I was lucky to be able to do career training in high school. I met a mentor, landed in school, and benefited from the supports for first-generation college grads,” she said. Students get 250 hours of full-time career training in just over 6 weeks.

Non-Profits 98

Non-Profits Start-ups Education CX 98

Intercom

SEPTEMBER 12, 2023

As the customer service space finds new and exciting ways to work with AI, the roles, responsibilities, and career paths that make up support teams are being reshaped. At Intercom, we firmly believe that AI will turn customer service into a more fulfilling, impactful, and opportunity-filled career.

AI 59

AI Engineering Start-ups Customer Service 59

Intercom, Inc.

JUNE 10, 2020

Also known as Product Intuition or Product Instinct or Product Taste, it is the idea that you can use your own judgment to (1) accurately predict what your customers need, want and value, and (2) design and ship the right solution for them. Product Judgment is obtained through direct experiences with customers. What exactly is it?

B2B 291

B2B Engineering Start-ups Transportation 291

Zendesk

NOVEMBER 3, 2022

Upwork is the world’s largest work marketplace where companies can find independent talent to grow their businesses, and independent talent can find work to grow their careers. Brent Pliskow, Vice President of Customer Support at Upwork. Pliskow says unitQ has been effective in providing customer insights. “It

CX 98

CX AI Technology Technology 98

Customer Service Life

OCTOBER 13, 2020

The other day I was reviewing emails sent to our customers to make sure they were doing all of the following behaviors (Coincidentally, these are the behaviors on our quality form): Making a human connection. Reviewing the customer’s history and notes. Empowering the customer. Properly authenticating the account.

Customer Service 182

Customer Service Contact Center Gaming Education 182

Execs In The Know

DECEMBER 18, 2023

In our latest episode of The CX Leadership Exchange , we had the privilege to delve into the remarkable career trajectory of Jennifer Lee, President & CEO of Intradiem. Get to Know Jennifer Lee Career Roots: Jennifer’s career started as a contact center agent, igniting her passion for customer service and experience.

CX 52

CX Contact Center Innovation Customer Service 52

Execs In The Know

MARCH 14, 2022

Explore emerging ways to create candidate interest & employee retention with Rick Zayas , COPC VP , in a pre-conference workshop at Execs In The Know’s Customer Response Summit (CSR) in Clearwater, Florida, on March 28, 2022. How well do your organization’s customer support roles compare against these criteria?

Contact Center 98

Contact Center CX Innovation 98

Intercom, Inc.

JULY 29, 2021

In fact, in some form or another, he’s been working in sales for most of his career. What started as a few gigs selling media, property, and even bicycles turned into a blooming SaaS career that Mark has been mastering for the last decade at Salesforce, Wrike, and now BrowserStack. Onboarding, but make it remote. Caught your interest?

Sales 223

Sales Start-ups Engineering Finance 223

Intercom, Inc.

MARCH 25, 2021

This question has been shaping customer experience expert Jeanne Bliss ’s career for as long as she remembers. Jeanne is one of the leading voices on customer-centric leadership. In fact, she wrote her first book, Chief Customer Officer , long before that type of role was even widely known. What will your legacy be?

CX 181

CX Start-ups Business Growth Engineering 181

ProProfs

MAY 10, 2023

Today, recruiters and hiring managers use several career assessment software to assess candidates. From creating assessments to distributing, grading, reporting, and giving feedback, the best career assessment software does it all. Career assessment programs can help you assess candidates’ skills, personalities, and abilities.

Artificial Intelligence 52

Artificial Intelligence AI Machine Learning Education 52

ProProfs

MAY 10, 2023

Today, recruiters and hiring managers use several career assessment software to assess candidates. From creating assessments to distributing, grading, reporting, and giving feedback, the best career assessment software does it all. Career assessment programs can help you assess candidates’ skills, personalities, and abilities.

Artificial Intelligence 52

Artificial Intelligence AI Machine Learning Education 52

Intercom

JUNE 7, 2023

There’s a big question being asked in the customer service industry right now: what will the future of support look like in the age of AI? AI and automation have presented huge opportunities for customer service teams in terms of scalability, time savings, faster resolutions and response times, and improved customer experiences.

Customer Service 103

Customer Service AI Technology Technology 103

Intercom, Inc.

JULY 2, 2020

This way of thinking about support is all about efficiency. If you can maximize your team’s productivity, you can help more customers at lower costs. And it makes sense: in order to be around to support your customers well into the future, you need a solid foundation for scale. . The evolution of customer support.

Construction 253

Construction Start-ups Business Growth Customer Loyalty 253

Fonolo

JUNE 17, 2021

The call center industry is booming, with over 80% of Fortune 500 companies using virtual agents to support customer service. This also means that there are thousands of people in the call center industry, which makes it easy for employees to perceive a lack of opportunity for career progression. Work hard, play hard.

Contact Center 140

Contact Center Gaming Healthcare Customer Service 140

SurveySensum

FEBRUARY 27, 2024

Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty. Improved Customer Satisfaction: According to a Gallup study, companies with satisfied and engaged employees have 20% more sales.

Healthcare 52

Healthcare Net Promoter Score Start-ups Customer Satisfaction 52

Intercom

MAY 23, 2023

We recently shared some early insights from our research into the effects of AI on customer service. To understand the impact of AI on the customer service industry, we surveyed over 1,000 global support leaders and practitioners. At this point, we’re confident that there’s no reason to be alarmed. AI will do the same.

Customer Service 59

Customer Service AI Machine Learning Start-ups 59

Execs In The Know

FEBRUARY 12, 2024

In the latest episode of The CX Leadership Exchange , we had the privilege of sitting down with Alvin Stokes, a seasoned leader who has navigated the evolving landscape of customer experience (CX) with grace and authenticity. and enhanced customer understanding techniques to examine your customers’ journey with your brand.

CX 52

CX Innovation Customer Experience Customer Service 52

Fonolo

MARCH 24, 2022

Contact center software benefits everyone, from your team members to the customers they serve. For instance, customers forced to wait on hold for extended periods are more likely to start the conversation with the agent on a negative note. Lack of career advancement opportunities. Outdated contact center technology.

Contact Center 91

Contact Center Technology Technology Customer Satisfaction 91

Intercom

MARCH 9, 2023

Imagine a customer service team with high turnover and low tenure across the board. Your customers will only ever speak to people who haven’t had the necessary time or mentorship to become experts. Unhappy teammates are less productive and the circle of a poor customer experience continues.

Customer Service 59

Customer Service Engineering Start-ups Education 59

Execs In The Know

NOVEMBER 20, 2023

Are you seeking inspiration and empowerment in your role as a customer experience (CX) leader? Each episode features engaging discussions delving into the personal and professional journeys of today’s most influential CX leaders, revealing pivotal moments, career highs and lows, and invaluable lessons learned.

CX 52

CX Innovation Customer Experience Customer Service 52

Intercom, Inc.

MAY 20, 2021

Over the course of a 30-year career her work has won her acclaim from across the business world and beyond. So often on this podcast we chat with other company CEOs and founders to hear about their successes, their customers, and their cultures. Reflecting on the Intercom journey – Karen Peacock and Des Traynor in conversation.

Machine Learning 211

Machine Learning Innovation Engineering Start-ups 211

Beyond Philosophy

JANUARY 4, 2024

Attending a conference to share projects and get feedback is an excellent way to help you navigate your career. Having that community support is particularly helpful when you encounter professional difficulties. As a family, we decided to raise money for the charity supporting her condition. So, shake off the skepticism.

Net Promoter Score 97

Net Promoter Score NPS Artificial Intelligence AI 97