Fonolo
DECEMBER 15, 2020
It’s always difficult to predict trends, especially during uncertain times. However, we’re willing to bet that this contact center trend — resiliency — will be seen across all industries. COVID-19 reminded us that bad stuff happens quite regularly. Crises do occur. And they will happen more frequently in the coming century, as natural forces and increasing disparity combine to drive systemic ecological and societal change.
Chip Bell
DECEMBER 15, 2020
My river house in the mountains of North Georgia just got fiber optic high speed Internet. In Internet talk, we went from 10 mpbs to over 100 and the capacity to stream TV instead of using a pricey satellite dish. But one of the older TVs needed a fire stick to interface with the Internet. We wanted a 4K, not a 1080. I called Target in Athens to inquire if they had an Amazon Fire Stick 4K in stock; they did.
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Zendesk
DECEMBER 15, 2020
Mobile gaming is booming, lucrative, and extremely competitive. In the latter half of 2020 alone, mobile gamers exceeded $20 billion in spending. Gamers are loyal, high spending customers, and games account for 80% of app store spending. Customer experience is a key differentiator in this space, and agile brands are offering their customers more ways to reach out by adopting new channels, and bringing seamless customer service straight into their own apps.
The Customer Service Blog
DECEMBER 15, 2020
Regular readers of this blog will know that I take a keen interest in the subject of customer loyalty within the banking industry. It’s an often-quoted (but true) cliché that people in the UK are more likely to get divorced than to switch their bank! And that’s despite the fact that, when asked in research, most people complain about the poor customer service of their bank.
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Myra Golden Media
DECEMBER 15, 2020
Last week I told you about De-escalation Academy, and immediately I got a ton of questions. You might have questions, too. So, I’m sharing the top four questions that I answered for new students last week. What is the total time commitment for the Academy? The total classroom training time is 75 minutes, spread out over four days. I build your employees’ confidence and guide them through getting angry customers to back down in short segments (no more than five minutes per piece).
Steven Van Belleghem
DECEMBER 15, 2020
The ideal kitchen help. Suppose you want to steam broccoli today but just as you’re about to place the steaming basket on the pot of boiling water you can’t recall how long you need to steam the broccoli. “Hey Google, how long should I steam the broccoli?” Less than a second later the friendly female computer voice says: “According to the website culy.nl the ideal steaming time for broccoli is 4 to 5 minutes.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Confirmit
DECEMBER 15, 2020
NHBC is the leading warranty and insurance provider for new homes in the UK. NHBC run the only award scheme in the UK that recognizes the contribution a site manager makes to a development, called ‘Pride in the Job’ In this video, Matthew Ross, NHBC, share how they use Confirmit to drive their industry-leading award scheme. 2020 ACE Award winners in the Digital Success category.
Totango
DECEMBER 15, 2020
Customer success is the key to building strong customer relationships. When your brand helps your customers succeed at their goals, they want to continue your relationship. Customer success nurtures the positive experiences of your brand, promoting repeat business and retention. In this blog, you’ll learn: Why customer success is so important. How customer success drives customer experience.
Comm100
DECEMBER 15, 2020
If you’re reading this, you’re probably already sold on the value of adding live chat to the list of technologies that you offer your clients. (If you’re not, will cover it quicky in this blog later). Now, you’ll be deciding which live chat vendor you should choose to partner with to help your clients take their customer service & support up a level.
SugarCRM
DECEMBER 15, 2020
Is It Time to Evaluate Who’s Handling Your Customer’s Experience? If your company approaches the customer journey like many organizations today, you probably leave the bulk of sales and marketing to…well, your sales and marketing teams. It’s a common mistake countless companies make. Creating a successful customer experience (CX) is the responsibility of everyone in your organization.
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.
Intercom, Inc.
DECEMBER 15, 2020
Richard Hall is the Director of Support Operations at Zapier , the platform built to democratize automation and eliminate manual “busy work” by enabling teams to integrate web applications and build smoother workflows. This is the fourth in a recurring series of articles looking at how modern support leaders are navigating the support landscape as it continues to evolve.
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