ModSquad
APRIL 12, 2022
A colleague shared an experience from their days in retail customer service: A computer-repair company had a customer whose hard drive crashed and caused them to lose everything. The customer was understandably upset and took out his anger on the store’s team. The manager got involved, listened to the customer’s complaints, apologized for the situation he was in, and offered to help.
Fonolo
APRIL 12, 2022
An agent’s resignation is one of the most common challenges call center leaders face – but that doesn’t make the situation any easier. Attrition rates for the call center industry are some of the highest in the market, and as we continue to feel the effects of The Great Resignation, employee turnover is a huge problem businesses cannot ignore.
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Logicalware
APRIL 12, 2022
DFDS is a Danish international shipping and ferry company. It employs 10,000 people and operates in more than 20 countries, mainly in Europe. With more than five million passengers annually, the company is one of the major maritime travel providers. Every day, DFDS customer centres handle around 1,000 customer enquiries. Setting course for a better customer journey.
Totango
APRIL 12, 2022
At Totango’s 2022 Global Executive Forum , customer success leaders from around the world came together to connect with their peers, share ideas and learn about new products and opportunities. To wrap up the event, Totango COO Jamie Bertasi shared 10 key takeaways she gathered from all the presentations and conversations that took place during our summit.
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.
Fonolo
APRIL 12, 2022
An agent’s resignation is one of the most common challenges call center leaders face – but that doesn’t make the situation any easier. Attrition rates for the call center industry are some of the highest in the market, and as we continue to feel the effects of The Great Resignation, employee turnover is a huge problem businesses cannot ignore.
The DiJulius Group
APRIL 12, 2022
Nothing Ruins a Company’s Customer Experience Faster Than Rapid Growth Explosive growth! It is the one thing every CEO and Entrepreneur wants, works for, dreams about. However, if your company isn’t ready, it can be the worst thing for your organization. Remember the adage, “Be careful what you wish for.” It has put many successful. Read Full Article.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Comm100
APRIL 12, 2022
The Covid-19 pandemic transformed the way that local governments interact with citizens. Necessity pushed innovation forward as agencies were forced to adopt new digital channels to keep connected and provide much-needed support. . For many local governments, this came in the form of customer service chatbots. Among local governments, more than 60% indicate that they’ve either introduced chatbots or have plans to do so in the next 12-18 months.
Ameyo Callversations
APRIL 12, 2022
An Autodialer goes precisely by its name, software that gathers a list of phone numbers from a database and automatically dials them. If the call reaches a busy line, fax machine, or voicemail, it ends the call and heads to get the following number on the list. Once the call is answered, it is immediately transferred to an agent. This software is also proficient in gathering several data bits that are beneficial for agents, like how long each call lasted and which the recipient answered all call
ModSquad
APRIL 12, 2022
A colleague shared an experience from their days in retail customer service: A computer-repair company had a customer whose hard drive crashed and caused them to lose everything. The customer was understandably upset and took out his anger on the store’s team. The manager got involved, listened to the customer’s complaints, apologized for the situation he was in, and offered to help.
Ameyo Callversations
APRIL 12, 2022
An Autodialer goes precisely by its name, software that gathers a list of phone numbers from a database and automatically dials them. If the call reaches a busy line, fax machine, or voicemail, it ends the call and heads to get the following number on the list. Once the call is answered, it is immediately transferred to an agent. This software is also proficient in gathering several data bits that are beneficial for agents, like how long each call lasted and which the recipient answered all call
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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.
ClientSuccess
APRIL 12, 2022
As a customer success professional, you work with scores daily. From NPS to customer satisfaction to customer health scores, you probably know how to calculate many, many complex data points into an easy-to-use score. Are you ready to add one more to your arsenal? What is a Customer Effort Score . The Customer Effort Score is precisely what it sounds like: it calculates the amount of effort a customer has to put in to do business with your organization.
Zendesk
APRIL 12, 2022
The real estate industry has changed quite a bit over the last couple of years, and Compass has been at the forefront, using technology to create a platform that is now the top brokerage in the United States for closed sale volume. Founded in 2012, Compass provides an end-to-end software platform to streamline the buying and selling experience for agents and their clients.
MyCustomer Experience
APRIL 12, 2022
RInnovative, cutting-edge, ground-breaking – these are all words used regularly to describe conversational AI technologies. Being the. 12th Apr 2022. By Mandy Reed Global Head of Marketing.
SugarCRM
APRIL 12, 2022
Most companies are judged on the customer experiences they provide. Creating meaningful connections with customers is the key component of success and the pillar of driving revenue. The manufacturing industry makes no exception. As one of the essential transforming goods industries, it experienced severe disruption during the pandemic mainly because of the multiple supply chain challenges.
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.
MyCustomer Experience
APRIL 12, 2022
HA Havas survey of 395,000 consumers around the world found that with cynicism at an all-time high; less than half of our brands are seen as. 10th May 2022. By Mimi Nicklin CEO.
1 to 1
APRIL 12, 2022
Customer service is demanding. On average a contact center associate needs to handle complex applications, urgent customer needs, and all the manual inefficiencies that come with service inquiries. They need the right tools for the job. Intelligent automation and robotic process automation (RPA) help free associates from simple, time-consuming tasks to focus on meaningful, high-tier, and often stressful customer requests.
SurveySensum
APRIL 12, 2022
There are multiple customer experience platforms out there. Qualtrics and Medallia are the two of them. Apart from creating surveys, analysis, and reporting, there is so much more to both of them. But which one is the best? Let’s dig further to help you choose between the best of the two options – Qualtrics or Medallia. . Qualtrics – Features and Limitations.
Intercom
APRIL 12, 2022
We recently launched Intercom Surveys , a game-changing new feature that will revolutionize how you gather data and personalize your customer experience. Our unique Surveys tool makes it easy to turn questions into answers, answers into insights, and insights into actions. Not only do our surveys help you to capture and analyze data, but they also allow you to drive new, engaging experiences in real time.
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.
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