Inside Customer Service
APRIL 15, 2021
The webinar software wasn't working. An important client was paying me to facilitate a virtual session for its employees. The client had juggled a lot of schedules to make sure everyone could attend. A lot was riding on this. I could feel a rising sense of anxiety. There was less than 30 minutes before the webinar started. To my surprise, a friendly employee quickly answered my technical support call.
Fonolo
APRIL 15, 2021
Occupancy Rate is one of the most widely used metrics in the call center industry. But what exactly does it mean, and how can you leverage it to better your business? If you’re new to call center KPIs or need a refresher, you’ve come to the right place. Read on for a crash course on occupancy rate! The Executive Guide to Improving 6 Call Center Metrics.
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PeopleMetrics
APRIL 15, 2021
Voice of Customer (VoC) programs use two types of surveys to gather customer feedback: relationship surveys and transactional surveys. A relationship survey is used to gauge the strength of the overall relationship with a customer, and a transactional survey is used to understand how the latest interactions with customers are going. The best VoC programs use both.
TeamSupport
APRIL 15, 2021
The current marketing environment has changed drastically. Customers are often in need of assistance and expect smooth interactions with the company. Hence, leading businesses are focused on using technology to humanize their labels and develop service models to withstand this ever-changing business environment. Marketing and Technology. Surveys show that 86 percent of customers are willing to pay more for a better customer experience.
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Conversocial
APRIL 15, 2021
Despite Android enjoying a larger share of users around the world, no smartphone manufacturer dominates the market like Apple. CEO Tim Cook recently announced that there are more than 1bn iPhones currently in use globally. In countries like Japan, Australia and especially the US, iOS leads the way for mobile devices. Amazingly, 100% of Fortune 500 companies in the USA are using Apple products.
Zendesk
APRIL 15, 2021
Here at Zendesk, the Brand Team works on all aspects of the brand—internally and externally facing. Usually, we’re creating web pages, updating presentation decks, producing videos, and other content. Y’know—creative brand stuff. But sometimes, we get the opportunity to do something totally wacky. This project is one of those. By now, you may have seen our new slogan, Champions of customer service , floating around.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
1 to 1
APRIL 15, 2021
Businesses across the spectrum from multinational firms to startups have had to quickly innovate in response to the COVID-19 pandemic. Zain Jaffer, an entrepreneur and investor focused on startups and property tech, provides insights into the businesses that are not only surviving, but thriving during the pandemic, and predicts which innovations and trends will reshape the customer experience (CX).
Intercom, Inc.
APRIL 15, 2021
For Francis Brero , co-founder and CRO of MadKudu – a marketing operations platform that helps companies identify, qualify, and engage with their leads based on how likely they are to convert – this actually opens up a whole lot more possibilities.As a former mathematics tutor and data scientist who eventually converted to sales, Francis is obsessed with leveraging data to improve the way companies conduct their revenue operations.
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