Inside Customer Service

FEBRUARY 18, 2021

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Tell me if this sounds familiar. The CEO announces a service culture initiative. Anxious to comply with the CEO's mandate, the executive team launches into a flurry of activity.

Customer Satisfaction 283

Customer Satisfaction Start-ups Customer Service Customer Experience 283

Fonolo

FEBRUARY 18, 2021

If you’re reading this, chances are you’ve decided up your contact center game. You’ve got the aspiration and the best intentions. But you’ll need more than that. Picking an effective contact center strategy is a process that requires thought, evaluation, and preparation. Unsure where to start? We’ve got eight essential tips so you can start improving your contact center today. 1.

Contact Center 148

Contact Center Social Media Start-ups Technology 148

Heart of the Customer

FEBRUARY 18, 2021

Once you find out what a living journey map can do, you won’t have any trouble understanding why it’s so important to the success of your CX initiatives. So what can it do? Unlike a static journey map, a living journey map doesn’t remain fixed in particular point in time. It changes and evolves as […]. The post What Is a Living Journey Map? appeared first on Heart of the Customer.

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CX Voice of the Customer Customer Journey Map Customer Experience 107

Beyond Philosophy

FEBRUARY 18, 2021

I’ve changed many habits during the pandemic, from how I have business meetings to how I grocery shop. I am not the only one; people have changed so many routines. Today, we will talk about what we can learn from the pandemic and discuss the five rules for changing your customer habits. We discussed habits on a recent podcast. Many years ago, I read The Power of Habit by Charles Duhigg, and I have been fascinated by habits ever since.

Start-ups 97

Start-ups Customer Experience Management Customer Experience CX 97

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Customer Loyalty

VOZIQ

FEBRUARY 18, 2021

A loyal customer base is the biggest asset of a business , and hence retention is a key priority for the bottom-line. Today, it is more crucial and at the same time, challenging than ever. This is due to crisis-hit consumer optimism, changing customer requirements and rapid technology shifts that have raised expectations of customers and provided them with multiple options to switch to. .

Touchpoint 98

Touchpoint Business Growth Sales Customer Relationship 98

Totango

FEBRUARY 18, 2021

This is the first in the blog series “Supercharging your Tech Stack with Totango”. In this series, we will discuss a different integration that Totango offers to help harness the powers of all of your technology platforms into one dynamic customer success platform to improve your team’s efficiency and take your customer success to the next level. There’s no denying the power of good customer relationship management (CRM) software.

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CRM Sales Customer Relationship Management Touchpoint 69

Provide Support

FEBRUARY 18, 2021

The post Top Live Chat Features for your Business appeared first on Provide Support Blog.

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Comm100

FEBRUARY 18, 2021

Buzzwords come and go in the customer experience worlds, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. Customers have more power than ever to get their voice heard and listened to. Brands are forever fearing that one viral tweet could severely damage or even destroy their carefully constructed brand image in a fleeting ye far-reaching flurry of complaints.

Age of the Customer 52

Age of the Customer Construction Social Media Start-ups 52

Knowmax

FEBRUARY 18, 2021

Follow the shift left approach for reduced costs & enhanced experience.

Customer Experience 52

Customer Experience 52

Qualtrics

FEBRUARY 18, 2021

The key drivers of employee engagement shifted significantly during 2020 – belonging and well-being are now at the top of the list. So how can your organization create a culture where these drivers thrive? Cultivating a sense of belonging emerged as the strongest driver of employee engagement in the 2021 Employee Experience Trends report - replacing “confidence in senior leadership to make the right decisions for the company” from last year.

E-commerce 26

E-commerce Start-ups 26

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Intercom, Inc.

FEBRUARY 18, 2021

Last week, Intercom CEO Karen Peacock and our new CRO Leandra Fishman joined me for the inaugural event in a discussion series held by Inter-women – one of our internal community groups. They spoke on the topic of leadership, and unsurprisingly it was a fascinating and enlightening discussion, with a lot of great insights gleaned from their respective careers.

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Start-ups Education Engineering Sales 118

Qualtrics

FEBRUARY 18, 2021

As part of our Breakthrough Builders podcast series , our Head of Brand Strategy, Jesse Purewal, chats with Professor Kellie McElhaney, Director of the Center for Equity, Gender, and Leadership, about a her first trying experiences in business, the phone call at O’Hare that changed her career path, and the rented donkey in China that planted the idea that would guide her work for decades.

Innovation 26

Innovation Customer Experience 26

Myra Golden Media

FEBRUARY 18, 2021

I helped a claims team shave 83 seconds off of talk time. And that’s a big deal. I started by listening to a random sample of calls, hunting for the precise areas where agents lost control of calls. Turns out, it was the end of the call where they lost control. It didn’t take long to solve this call control problem. I took the questions customers would ask at the end of the call and coached agents to proactively answer THOSE questions before customers had a chance to ask.

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Start-ups Customer Experience 127

Qualtrics

FEBRUARY 18, 2021

The scientific community has done an amazing job of accelerating the creation and testing of very effective and safe vaccines. Their work has provided the world with hope. But vaccines on their own are not the answer. To curb COVID, we need vaccination programs that increasingly “get shots into arms.” While the U.S. government has put in place many of the pieces to distribute the vaccines, it’s sorely ignoring a fundamental element of the effort: human behavior and sentiment.

Government 26

Government Technology Technology Customer Experience 26

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