Uniphore
JUNE 10, 2021
We’ve learned a lot during the past 12 months: what restaurants deliver, what six feet actually looks like, what makes up a “home office.” We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game.
Fonolo
JUNE 10, 2021
Managing a call center team isn’t easy. Call center agents are customer service providers 24/7, which means they need to deal with customers with varying moods all day. Due to the nature of their work, it’s common to see call centers struggle with low agent engagement. And if managers aren’t paying attention, this dynamic can severely impact work performance, customer satisfaction, and other aspects of their operation.
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Uniphore
JUNE 10, 2021
3 Ways Call Center Coaching is Leading to Customer Churn. And How to Fix it With Agent Assist. It’s no secret that better coaching creates more effective agents and better overall customer interactions. Why then do so many call centers struggle to convert coaching into real, measurable results? The problem comes down to a lack of coaching quality and on-the-floor facetime.
PeopleMetrics
JUNE 10, 2021
Collecting customer feedback is one thing. Measuring and managing that customer feedback is quite another! And if you want to be customer-centric, you need to make sure you're doing all three. In this session, we walk you through how the customer feedback management process works when you're using a customer experience management tool like PeopleMetrics as the central hub of your Voice of the Customer (VoC) program.
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LitmusWorld
JUNE 10, 2021
CX Maturity Roadmap Guide CX Maturity is a journey! Every CX professional wants to achieve CX excellence across their organisation. But many fail to understand that CX is a company-wide commitment and every employee will Read more… CX Maturity Roadmap Guide appeared on LitmusWorld.
The Contact Company
JUNE 10, 2021
As a customer contact provider with many years’ experience, our partners look to us for advice on the contact methods they should be utilising. One we often get asked about is WhatsApp messenger and whether or not they should be offering this as a customer service channel. Of course, every brand is unique and so informed choices are always important (your customer service team or provider should be able to assist you with this data and MI-driven decisioning), but here are 4 of the things y
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
The Contact Company
JUNE 10, 2021
As a customer contact provider with many years’ experience, our partners look to us for advice on the contact methods they should be utilising. One we often get asked about […]. The post 4 things you need to know about WhatsApp for customer service appeared first on The Contact Company.
The DiJulius Group
JUNE 10, 2021
Most businesses punish 98% of customers for what only 2% do. They treat all of their consumers like the minority. Is your company one of them? Where most companies also go wrong is in assuming that their team members know what to do. However, those assumptions are usually wrong. Therefore, it’s important to provide training. Read Full Article.
InteractionMetrics
JUNE 10, 2021
No more useless data! Biased questions are out. Representative samples are in. Objectivity is the standard. Nuanced analysis wins. Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. The goal continues to be to help clients understand the customer experience deeply so they can grow customer loyalty.
SugarCRM
JUNE 10, 2021
How do you take care of your data? How do you collect, store, clean, and ultimately use it? Do you have required fields? If you don’t have a clear picture of what happens to your company data after interactions, you should reevaluate your data management practices. How you set up your CRM to collect, store, and process data is more important than you think.
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.
Qualtrics
JUNE 10, 2021
Health insurers are eager for greater insight into how members feel when they call, live chat, or text. Capturing far more than the words can unlock a treasure trove of actionable insights and information. At Qualtrics we know the importance of tone, speed, sentiment, and volume in adding depth and reliability to linguistic data. What is speech analytics?
Inside Customer Service
JUNE 10, 2021
Note: The following is an excerpt from The Guaranteed Customer Experience. You can download Chapter One to read the rest of the story about Buc-ee’s. Imagine driving cross-country on a road trip. You need gas, and you need to use the restroom. Choosing a place to stop is a big decision. Gas stations can be miles apart. The station you see on the horizon probably has gas, but there's no guarantee they’ll have a clean restroom.
Qualtrics
JUNE 10, 2021
Learn more about the history of choice architecture, the six key elements that make it up, and how you can apply choice architecture to design better experiences for your customers, employees, and other stakeholders. What is choice architecture? There’s a reason why real estate agents that stage a house with beautiful accessories and flowers will more likely sell the house when compared to another house that’s shown bare and empty.
Help Scout
JUNE 10, 2021
Anyone who’s worked in customer support knows it’s best played as a team sport. Strong individual contributors matter, but the real magic happens when working together. In order to create an environment conducive to collaboration, you need the right tools — and one of the most important is a team inbox. What is a team inbox? A team inbox is a shared mailbox where multiple agents can manage and collaborate on customer conversations from a single email address (support@, help@, etc.).
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.
Zendesk
JUNE 10, 2021
It’s impossible to provide great customer service without great customer data. You can’t give people the white-glove treatment if you don’t know anything about them. Especially in today’s data-driven world, companies need to leverage their customer data to make informed decisions and improve their business. Yet some organizations struggle with outdated or insufficient information.
CommBox
JUNE 10, 2021
Every day millions of people chat with a business on WhatsApp to ask questions, get customer support or receive crucial information such as boarding passes or shipping updates about recent purchases. . WhatsApp has now expanded the WhatsApp business API , allowing businesses to send additional proactive (non-transactional) marketing messages to people who opt-in to receive them, creating a very powerful conversational marketing solution.
Zendesk
JUNE 10, 2021
June is Pride month in the United States, a month-long celebration of Lesbian, Gay, Bisexual, Transgender and Queer (LGBTQ) people, marked by parades and cultural events. The tradition dates back to a 1970 gathering in New York City to commemorate the one-year anniversary of the Stonewall riots. The events of that summer—a series of raids and protests at the Stonewall Inn, a gay bar located in Manhattan’s Greenwich Village neighborhood—forever changed the landscape of LGBTQ activism in the Unite
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