Uniphore
JUNE 15, 2021
Call Center Life. High Stress. High Stakes. It's All In A Day's Work. Your Call Center Is a Glass House. You’re listening to your customers on social media—and taking steps to improve their experience—but what about your customer service employees? Online, they’re screaming. From toxic interactions to unrealistic expectations, unhappy agents have made a glass house out of call center life.
The Belding Group
JUNE 15, 2021
In today's global village it is not uncommon to find yourself face-to-face, or on the telephone, with a customer who is struggling with your language. It can be a tremendously awkward and frustrating situation for all concerned. If you can't find an app to help out, here are six rules for overcoming language barriers: Shaun Belding | www.shaunbelding.com.
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ECXO
JUNE 15, 2021
SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Tips for Transforming to a Customer-Centric Company Culture. I have been asked a lot what it means in practice to be customer-centric and how to get everyone on board in the company? Customer-centricity can’t be achieved overnight – it requires dedicated commitment from everyone in the organization as well as shifting mindsets and behaviors.
Help Scout
JUNE 15, 2021
Many want to draw strict boundaries around customer experience and customer success, but I find it much more satisfying to live inside the spectrum rather than at the edges. I see customer experience and customer success as flavors inside the same ice cream parlor of treating the customer well. If you’re doing it right, you’re delivering a great experience that helps them successfully use your product or service.
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Steven Van Belleghem
JUNE 15, 2021
The company hosts “experience-a-thons” that give front-line employees the chance to test new products and provide honest feedback. The idea is that employees can point out potential issues and offer fresh perspectives. After test driving a car, potential Tesla customers are sent a link so they can configure their car and learn about pricing. Instead of wasting time with unnecessary sales pitches, Tesla gives customers the information to make their own decisions.
Execs In The Know
JUNE 15, 2021
PHOENIX, Ariz., June 15, 2021 — Global customer experience (CX) industry leader Execs In The Know is pleased to announce the launch of a new, altruistic-minded initiative for its vast community of CX leaders and practitioners, as well as the wider industry. The initiative is called Leading with Impact. Leading with Impact goes beyond the boardroom with the goal of projecting time, resources, and attention to the issues that matter most to our community members, as well as their friends, family,
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Conversocial
JUNE 15, 2021
I recently spoke at The Customer Experience Conference and was able to share with the audience my thoughts on how the past 15 months has completely changed the way consumers interact with brands.
MyCustomer Experience
JUNE 15, 2021
CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 15th Jun 2021. By Neil Davey Managing editor.
CommBox
JUNE 15, 2021
Whatsapp is one of the most widely used messaging platforms besides WeChat, Facebook messenger, and Telegram. However, with the launch of Whatsapp Business API, Whatsapp is no longer just a messaging app. With its latest updates, WhatsApp now has the potential to become one of the most powerful and influential customer engagement channels in the business world.
ClientSuccess
JUNE 15, 2021
If there is one lesson that SaaS organizations learned during the last year, the importance of a loyal customer base can not be overstated. During a year where many companies had to make complex strategic decisions, and new sales weren’t exactly flying in at a rapid pace, existing customer accounts helped keep the lights on. With so much focus on customer success departments, investing in specific technology platforms is a necessity.
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.
RateMyService
JUNE 15, 2021
[link] The access management module now allows your teams to: Create and manage surveys?—?this includes creating survey forms, setting up the feedback widget and initiating SMS surveys. Setting up integrations e.g. to your SMS provider. Some of these features were previously available on the root account only. What do I need to do? Review and amend what has been delegated to your teams.
1 to 1
JUNE 15, 2021
Social media enables people of various backgrounds, cultures, and communities to connect and share special life events. It has also become an uncertain ground for malicious content. Misinformation, violent content, and other harmful media are everyday occurrences for users. That’s why firms are increasing investment in content moderators to monitor and track potentially sensitive footage with varying levels of severity.
RateMyService
JUNE 15, 2021
[link] We’ve added additional charts and filters to help you better understand customer satisfaction (CSAT/CSI) insights: There are 2 commonly used methods of calculating CSAT?—?the averaging method and determining the percentage of satisfied customers. We have now included a dropdown to let you choose your preferred method. The CSAT labels include a percentage value as well as the score value to suit your method of reporting.
Fonolo
JUNE 15, 2021
The numbers are in, and the truth is out: the American workforce is pretty underwhelmed these days. Only 30% of American workforce says they’re engaged and inspired at work, with the other 70% identifying as ‘disengaged’ employees who do the bare minimum. For call center managers, this disparity is a big cause for concern. Call center managers who can’t discern an engaged call center employee from one who has their foot firmly out the door are at a big disadvantage.
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.
MattsenKumar
JUNE 15, 2021
Over one-third of online buyers have bought products from a D2C brand in the recent past. The practice of manufacturers selling directly to customers is gaining popularity. To build upon the momentum, 78% of Global D2C brands have increased their marketing budgets. The advent of evangelical technology and the grand success of online selling has enabled brands to go solo.
Totango
JUNE 15, 2021
What is a Customer Health Score? . A customer’s health score can be composed of all the information the company has about the customer, from all probes, people, and systems, past and current. A customer health score takes multiple dimensions of customer data metrics and classifies them into a single representation of green, yellow, or red. Companies measure customer health to speed up and scale communication, prioritization, decision making, and forecasting of their customer success operat
Intercom
JUNE 15, 2021
How do you foster a team culture that focuses on delivering value to your customers when you have limited resources? Agile principles can be a North Star for time-strapped support teams, helping them to keep the customer’s needs at the heart of their decisions so they can provide fast, personal support at scale. Agile teams start small and move fast, collecting and incorporating feedback to iterate their way to bigger and better solutions quickly.
Ameyo Callversations
JUNE 15, 2021
Of all the customer service channels, live chat channels have proven to be the most preferred by both businesses and consumers. Consumers find it easy to communicate with brands on their preferred chat channels like Facebook Messenger, WhatsApp, Google’s Business Messages, Twitter DM, Web chat, In-app chat, etc. A report by Statista suggests that as of January 2021, two billion users were accessing the WhatsApp messenger on a monthly basis.
Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney
Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib
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