Inside Customer Service

MARCH 18, 2021

Sometimes, you just get lucky. Years ago, I became the membership director for the San Diego chapter of the American Society for Training and Development (ASTD San Diego). It's a nonprofit professional association for corporate trainers. Membership grew 67 percent over the course of my two year term. It might surprise you to learn we didn't resort to any traditional tactics: Lower our prices Offer new member discounts Run a membership drive What we did instead was leverage one specific insight t

Start-ups 147

Start-ups Customer Experience 147

Fonolo

MARCH 18, 2021

You’ve probably heard the terms ASA and service level. But what do they really mean? KPIs, or Key Performance Indicators, are metrics used by contact centers to measure success and performance. There are many important KPIs, but these are arguably two of the most important. So how do they work? We’ll explore the relationship between these two KPIs and find out how you can use them to improve your contact center!

Contact Center 162

Contact Center Technology Technology 162

Taylor Reach Group

MARCH 18, 2021

Hello we are working with a client to identify and fill this role (below), if you are interested in this opportunity please send you resume to my email ctaylor@thetaylorreachgroup.com and include ‘GSM Applicant’ in the subject line. Global Senior Manager, Consumer Response. What makes this a great opportunity? WHAT WILL I BE DOING? In your role as Global Senior Manager, Consumer Response, you will be part of our success by: Developing and delivering a roadmap for responding to incom

Social Media 129

Social Media Education Customer Satisfaction Sales 129

Conversocial

MARCH 18, 2021

It is well documented that consumer expectations have changed beyond recognition as a result of the pandemic. However, what is left unknown is our new definition of “normal.” It is yet to be fully defined.

CX 98

CX 98

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Zendesk

MARCH 18, 2021

Following a year of xenophobic rhetoric and racist attacks amid the pandemic, Asian Americans have faced racist violence at a much higher rate than ever before. Last year, reported hate crimes against Asian Americans rose by 150%. Many of these, specifically against the elderly and Asian-owned businesses, have occurred in our own communities. And while we see anti-Asian violence happening nationwide, the appalling uptick in recent attacks has been particularly focused in the Bay Area.

Non-Profits 95

Non-Profits Legal Education Start-ups 95

PeopleMetrics

MARCH 18, 2021

Survey participation is a key part of an effective Voice of Customer (VoC) program. How do you ensure a high response rate? There are various best practices for getting customers to take surveys, from incentive programs to strategically designed survey reminder emails. In this session, we share strategies to maximize customer survey response rates, and also discuss how to deal with low survey response rates as you're building your CX program.

CX 62

CX Customer Experience VOC Customer Survey 62

The DiJulius Group

MARCH 18, 2021

As a leader, your number one job is not to grow the company but to grow your people – who will then grow the company. Part of your mission is to get knowledge into their brain so they can be the best of who they are. Now, how do you do that? Here are some. Read Full Article. The post If You Don’t Grow The Team, You Can’t Grow The Business appeared first on The DiJulius Group.

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SugarCRM

MARCH 18, 2021

Phone calls, online chat, incoming and outgoing emails, face-to-face conversations, and other interactions—they contain vital information to building stronger customer relationships, and ultimately, thriving businesses. But while your business’ people-centric aspects (sales, marketing, support) are key to improving your revenue, their data is difficult to capture and is often ignored.

CRM 26

CRM Sales AI Customer Relationship 26

Intercom, Inc.

MARCH 18, 2021

In previous episodes, we’ve talked about how customer feedback and cross-team collaboration play a crucial role in the features and updates we build here at Intercom. This week, we see how they tie together as we go behind the scenes into one major launch from the past month. Or rather, two – conversation topics and custom reports. To understand a bit more about the launch, we’ve gathered some of the folks behind it: Thomas Creighton de Farias – Senior Product Education Producer.

Start-ups 211

Start-ups Customer Feedback Actionable Insights Machine Learning 211