Intercom, Inc.
JUNE 17, 2021
As vaccination efforts soar and lockdowns ease, people are slowly leaving home and getting back to the office. But what can we do to make this transition as smooth as possible? It’s been a while since, almost overnight, we had to pack our things and start working from home due to the COVID-19 pandemic. But now, almost a year and a half later, the time has come to start thinking about returning to the office.
Uniphore
JUNE 17, 2021
3 Ways to Boost FCR and Reduce Customer Churn With AI & RPA. Get It Right The First Time - Every Time. Few KPIs have a bigger influence on the customer experience than First Call Resolution (FCR). When customers call in with an issue, they expect it to be solved then and there. Calls that are unresolved, require multiple contact points or—worst of all—are dropped can frustrate customers to the point of no return.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Inside Customer Service
JUNE 17, 2021
Employees are often confused about mission, vision, and value statements. Here are just a few of the questions I'm frequently asked: What's the difference? What are they for? Do we even need them all? These questions came up a lot while I was doing research for The Service Culture Handbook and The Guaranteed Customer Experience. They’ve also come up while training thousands of employees on mission, vision, and values.
Fonolo
JUNE 17, 2021
Keeping your staff motivated and satisfied in their work is vital to contact center performance. Studies show that agent engagement is linked to increased profitability, better employee performance, employee retention, and employee empowerment. But agent engagement isn’t just about making your employees happy. Its true power lies in making your team feel involved, enthusiastic, and committed to their work and workplace.
Advertisement
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.
Help Scout
JUNE 17, 2021
We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading. While they certainly jerk at the emotions and evoke a sense of wonder for the brand, they usually end up drawing attention because they are so far outside of the norm. They aren’t the typical conditions under which the company does business.
Hodusoft
JUNE 17, 2021
HoduCC makes it to Gartner’s Category Leaders & FrontRunners List. There is nothing more rewarding than knowing that you are truly serving your customers well. HoduCC – the Call & Contact Center software by HoduSoft has been named as Category Leader and FrontRunner for call recording software in the latest list published by Gartner Digital Markets Report.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Totango
JUNE 17, 2021
What is customer segmentation ? It’s a key principle for doing business in a digital environment, but many companies don’t apply it effectively. Here we’ll discuss what it means, different ways you can do it, and how to leverage technology to apply it effectively. We’ll discuss the subtle shade of difference between customer segmentation and audience segmentation, two terms with some overlap that are often used interchangeably.
CSAT.AI
JUNE 17, 2021
Customer service that stinks leaves a lasting impression. The Automated Menu Goes Round and Round. Repetition may have been fun when you were three. “Play the song again, Dad!” As an adult trying to solve a problem it is maddening. In a post-COVID world the companies that survive realize bad service has a smell that can destroy a business. Automated menus that never address an issue and never lead to an agent feel like a black hole absorbing energy and time.
Lightico
JUNE 17, 2021
Banking products and services tend to be extremely similar from bank to bank. Applying for a loan, getting a credit card, and taking out a mortgage — these things don’t vary much. That’s why in recent years, institutions have prioritized the customer experience in banking. A positive customer experience can be characterized by many things, but one of the main ones is the ability to digitally complete customer-facing transactions faster.
The DiJulius Group
JUNE 17, 2021
Building a world class internal culture doesn’t have much to do with how leaders take care of employees, even though that is very important. It’s about how team members take care of each other and how they’re trained to take care of each other inside their own department, regardless of what business you’re in. There’s. Read Full Article.
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.
Zendesk
JUNE 17, 2021
When a refugee arrives in a new country their material belongings may be few, but they carry a heavy burden of trauma, fear, and uncertainty about the future. Many newly arrived refugees do not speak the language of the new land. This makes it difficult for them to find the information necessary to access essential humanitarian services, like healthcare or shelter.
MyCustomer Experience
JUNE 17, 2021
5Customer emotions are essential in Customer Experience. Being deliberate about which emotions your experience evokes is critical, too. 25th Aug 2021. By Colin Shaw Founder & CEO.
Knowmax
JUNE 17, 2021
Steps to create a decision tree for your contact center.
MyCustomer Experience
JUNE 17, 2021
1Emotions rule your customers’ buying decisions. Sure, their rationality weighs in sometimes, too, but often, it’s the emotional side that. 6th Jul 2021. By Colin Shaw Founder & CEO.
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.
Expert insights. Personalized for you.
207 
Let's personalize your content