Inside Customer Service

MARCH 4, 2021

Before the pandemic began, I had just started volunteering to do trail maintenance at Mission Trails Regional Park in San Diego. (The pandemic has shut that down for now.) Mission Trails is a large, open-space park with miles of hiking and mountain biking trails. Trail maintenance volunteers clear brush, control erosion, and otherwise make trails safer and more enjoyable to use.

E-commerce 162

E-commerce Legal Hospitality Hospitality 162

Zendesk

MARCH 4, 2021

More conversation about gender equity is always a good thing on International Women’s Day—but what’s the risk of all the ‘noise’ drowning out real action and progress? Unfortunately, every woman will have a story to tell about performative allyship when it comes to gender equality in the workplace. You know, a scenario whereby a business outwardly promotes a culture of inclusion and shouts about how it supports women, only for the real story to be quite different.

Engineering 98

Engineering Government Contact Center Education 98

Comm100

MARCH 4, 2021

Almost every industry has been impacted by the pandemic in 2020, but nowhere has this been more noticeable than in customer service teams. From customer panic to remote working relocation, 2020 shook up live chat teams across the world. But the question is – how did this really affect live chat operations? How did agent and customer experience change, and what does this mean for 2021?

Omnichannel 52

Omnichannel Social Media Customer Satisfaction Customer Service 52

Zendesk

MARCH 4, 2021

A lot changed in 2020, customer behaviors included. Not only did they reach out to companies in record numbers, but many chose to do so in the very same ways that they communicate in their personal lives—over messaging channels like WhatsApp and Facebook Messenger. Our team of experts reviewed data from 90,000 businesses using Zendesk across 175 countries with opinions from customers, agents, customer experience leaders, and technology buyers.

Customer Service 75

Customer Service Technology Technology Customer Experience 75

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Conversocial

MARCH 4, 2021

As Facebook’s cooler, younger cousin, Instagram offers brands an opportunity to reach a younger demographic than other social platforms. 70% of Instagram’s 1bn monthly active users are younger than 35. They come to the platform to be inspired by images and videos posted by people and businesses they care about.

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Zendesk

MARCH 4, 2021

The retail industry is no stranger to disruption, but consumer preferences and shopping patterns have never shifted as quickly as they have in 2020. This free data-driven report looks at how businesses can stay ahead of the retail paradigm shifts that aren’t going anywhere. What’s inside: How and why buying behaviors have changed. Ways to show your customers that they are valued.

Retail 52

Retail Touchpoint Customer Experience 52

Zendesk

MARCH 4, 2021

With new ways of working, employers must adjust with savvy and speed to create the right employee experience — one where the people who make up a company feel connected, supported, and included. Good news: In our recent CX Trends report , we identified key guidance for HR teams to make decisions and promote the best possible experience for employees.

Actionable Insights 52

Actionable Insights CX Start-ups Customer Relationship 52

SurveySensum

MARCH 4, 2021

In the fifth episode ‘Chapter 5: Impact of CX on Business metrics’ of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience is joined by one of the most prominent CX thought leaders – Debbie Akwara. . Debbie is one of the well-recognized CX leaders from Africa.

CX 52

CX VOE VOC Voice of the Customer 52

Intercom, Inc.

MARCH 4, 2021

Our IWD theme this year is #ChooseToChallenge. Challenge drives change, so we must choose to challenge ourselves. And the timing couldn’t be more urgent. Women, and especially black women, have been hit disproportionately hard during this pandemic. It’s going to take exceptionally bold and driven people to rise to the challenge. And no one knows this better than Zanade Mann , founder and Managing Director of the Black Women’s Business Collective.

Start-ups 151

Start-ups Social Media Education Finance 151

Fonolo

MARCH 4, 2021

Contact center reporting can be stressful for even the most seasoned managers and directors. Even with modern technology, it’s still impossible to predict call volumes and customer demand with full accuracy. But when your team’s performance is being evaluated based on cold hard metrics, it can be downright nerve-wracking to explain the numbers to upper management.

Contact Center 148

Contact Center Customer Satisfaction Social Media Technology 148

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