Intercom, Inc.
DECEMBER 8, 2020
Modern customers expect quick, personal, and effective service. To provide this, you must understand how your customer experience stacks up against these expectations. This is where metrics can be invaluable, giving clarity on performance, and circumventing potential issues. But with so much data to consider, how can you define the help desk metrics that matter for your team?
Fonolo
DECEMBER 8, 2020
AI has been making a relentless assault on the contact center for several years. But it wasn’t until 2020 that its true role became clear. And — it’s not quite what you’d expect. Read All the Contact Center Trends Here: Contact Center Trends 2021. Contact Center Execs Had Been ‘Back-Burnering’ Upgrades. Artificial intelligence has been around for a while now, but many contact centers have yet to integrate it.
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Myra Golden Media
DECEMBER 8, 2020
In my De-escalation Academy today, I taught how to politely yet firmly say ‘no’ to a customer. I call the method “U S A.” I’m sharing with you the very teaching from today’s workshop. Try out U S A and let me know how it works for you. For more ideas like this, check out De-escalation Academy. Practice the U S A Method.
Experience Investigators
DECEMBER 8, 2020
Within the natural cycles of any business, there are times that offer a chance to review, reflect and recharge. Some of the most common moments include: The end of the calendar year. The end of your fiscal year. As you wrap one quarter and prepare for the next. Before budgeting season. Any time changes demand you assess and adjust your goals, strategy, and tactics.
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Zendesk
DECEMBER 8, 2020
As the months of remote work add up, it’s becoming increasingly difficult to partake in the virtual coffee dates and happy hours we relied on in the early days of the pandemic. Zoom fatigue is setting in, and it often feels better to simply opt out of the activities that aren’t required. Of course, we all need to make choices about how we spend our energy right now.
Totango
DECEMBER 8, 2020
Customer Success team accountability isn’t something you just worry about figuring out later once your CS team is up and running. As a manager, when your organizational best practices and your customer’s goals align with your employee’s actions and responsibilities, you have the perfect conditions for growth. . In order to nurture this growth, customer success teams must have improved visibility to monitor progress and review customer insights.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Comm100
DECEMBER 8, 2020
Owning a business is not a piece of cake. It takes careful management of a lot of moving parts. It takes patience and dedication. Plus, streamlined processes to get things rolling in the right direction. And with so much work, it’s no wonder that the need for simpler solutions has become essential to a business’s success. Enter automation. Using artificial intelligence to make business processes more efficient is no longer a thing of the future.
Myra Golden Media
DECEMBER 8, 2020
In case you missed it, we just launched de-escalation academy. My Content Designers, Advisors, and I carefully designed De-escalation Academy to fully prepare your employees to confidently get customers to accept their word as final, preempt escalations, and control conversations assertively. If you’ve been checking out my Live Digital De-escalation workshops waiting for dates to open up on my calendar, and you want a customized workshop, this is your opportunity.
Astute
DECEMBER 8, 2020
What types of insights do you need to drive successful customer journey mapping efforts? Here are a few you shouldn't do without. The post Mapping the Customer Journey: What Insights You Need (and How to Get Them) appeared first on Astute.
Comm100
DECEMBER 8, 2020
If you’re reading this blog, then you probably already know that live chat is the most popular digital customer service channel – and it keeps on growing. From January to August 2020, chat volume increased by 24% compared to 2019. And the reasons are straightforward. When a customer is looking for an answer to their question, they want three simple things – speed, ease, and accuracy (plus often a touch of personalization).
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
InteractionMetrics
DECEMBER 8, 2020
In 1620, Francis Bacon broke with the conventions of his time by articulating a new approach to investigating nature. It’s what we now call the Scientific Method, a way of thinking which remains the gold standard for how we comprehend the world today. Instead of looking to fate or mysticism to explain nature, the Scientific Method asks us to formulate a testable hypothesis and run experiments to measure phenomena.
Confirmit
DECEMBER 8, 2020
Register to watch the webinar for your region. Australia. North America. Europe. It’s that time again… time to prepare your CX practice for a new year! After such an “eventful” 2020, one can only assume 2021 will be rife with changes in customer expectations and needs. How will the events of 2020 impact customer expectations?
Qualtrics
DECEMBER 8, 2020
Get started today with our simple guide to measuring brand equity What is brand equity and why does it matter? It’s well-known that customers will tend to buy a product they recognize and trust. The concept of brand equity takes advantage of this customer behavioral tendency to maximize profitable sales over time. Brand equity is the added value a company has when they have a strong and positive brand name and public perception.
SugarCRM
DECEMBER 8, 2020
Sugar Sell’s Email template editor works ok if you need to send a basic email out. It comes with a WYSIWYG editor, which is used to style text. (Ex: options for bold, underline, font size, font color, alignment, etc.) This works great for simple notification emails or short email messages to send to leads. However, it becomes very difficult to send a newsletter, promotion, or any email that would include a header or image using Sugar’s email editor.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
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