Fonolo

JANUARY 19, 2021

The difference between a ‘ call-back ’ and a ‘ virtual queue ’ is subtle in definition but significant in outcomes. Many contact center managers have been distraught to find that what they needed was a call-back, but what they got was a virtual queue. 5 Amazing Reasons to Add Virtual Queuing to Your Contact Center. Fonolo has been the call-back specialist for over a decade, so we know a thing or two about what makes a call-back different from a virtual queue.

Contact Center 147

Contact Center Customer Satisfaction Technology Technology 147

Astute

JANUARY 19, 2021

What you need to know about causation and correlation, including key differences and examples of both. The post Correlation vs Causation: What’s the Difference? appeared first on Astute.

98

98

Zendesk

JANUARY 19, 2021

Most people would rather live a life free of conflict than spend their days full of conflict resolution scenarios. But anyone in customer service can tell you conflict is an inevitable part of working with people. Fortunately, conflict resolution doesn’t have to be a dreaded ordeal to work through. “Conflict brings out truth, creativity, and resolution,” wrote veteran hostage negotiator and conflict management expert Chris Voss in his 2016 book, Never Split the Difference: Nego

Customer Service 96

Customer Service Education Customer Loyalty Customer Experience 96

Astute

JANUARY 19, 2021

Customers crave personalization. The latest in automation and AI make delivering a personalized customer experience easier than ever before. The post How to Make Personalized Customer Experiences Easy with Automation appeared first on Astute.

Customer Experience 72

Customer Experience AI 72

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ClientSuccess

JANUARY 19, 2021

If you’re like most modern customer success team leaders, you already have some sort of platform in place to help optimize and streamline your internal processes while keeping things straight with customers. Whether you’re using a generic CRM tool or a customer success-specific solution to manage your customer interactions, it’s helpful to map out exactly how your platform will impact each stage of the customer journey.

Scorecard 69

Scorecard Customer Relationship CRM Sales 69

Confirmit

JANUARY 19, 2021

As you may know, it’s been a busy start to 2021 for Confirmit. In the first week of the year we announced our intention to merge with FocusVision. The merger is conditioned on receipt of regulatory approvals and is expected to close in the second quarter of 2021. Of course, we’ll keep you updated as things move forward but for the moment, it’s business as usual as we continue to push ahead with delivering our product roadmap and doing our best to serve our customers.

Voice of the Employee 52

Voice of the Employee Voice of the Customer Technology Technology 52

Chip Bell

JANUARY 19, 2021

It is a question I get a lot from customer service leaders. They are convinced there is a missed tactic that, if implemented, would have the C-suite camping out in the contact center and inviting customers to board meetings. When I outline a number of possible approaches—translate CS yardsticks into the metrics of the bottom line, provide concrete links between customer affinity and the ROI, find ways to bring the voice of the customer into the conversations in the boardroom–they usually t

Finance 40

Finance Contact Center Retail Voice of the Customer 40

Intercom, Inc.

JANUARY 19, 2021

Inconsistent product functionality, wildly differing UI components, and conflicting terminology – the slow creep of design debt can have far-reaching consequences for your business if left unchecked. Here’s a simple framework for managing it. A few years ago, we wanted to improve the A/B testing functionality in some of our targeted messages. It was a trivial feature that we thought would be a cinch to build.

Start-ups 272

Start-ups Engineering 272

ProProfs

JANUARY 19, 2021

If you’re an avid scroller on Facebook, then the chances of you taking a BuzzFeed quiz on Facebook are higher than the Eiffel Tower. But have you ever wondered why there are so many of them? . Why are people always taking and sharing those quizzes ? . How does this make them perfect as lead generation content for businesses, and how can you create one?

Entertainment 52

Entertainment Social Media Start-ups Gaming 52

Steven Van Belleghem

JANUARY 19, 2021

Channelling the octopus. This is one of the behaviours of Chinese tech giants that I find the most intriguing. They start with one application and then evolve into a broad platform, entering many other types of markets. Even when there is already an established player there. For instance, even though WeChat, Ali Pay and Ant Financial were already offering very successful financial services, ByteDance has also been launching FinTech services and it’s also moving quite aggressively into other satu

E-commerce 98

E-commerce Customer Experience Government Gaming 98

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.

Retail