Inside Customer Service

JANUARY 27, 2022

"Nope." The contact center agent shook his head as he scanned the quality assurance form. We had just sat down to review a call, and it wasn't going well. "Nope," he said again. The call had been fairly good overall, but that's not what he focused on. The agent was fixated on the score. Specifically, the points he didn't receive. He scanned the report while tuning out my feedback, saying "Nope" anytime he saw a score he disagreed with.

Contact Center 147

Contact Center Legal Construction Start-ups 147

Intercom, Inc.

JANUARY 27, 2022

Here’s the thing about Women in Tech. For a movement that was created to address the lack of female representation in the industry, it can also play into many shallow debates, preconceived ideas, and harmful expectations. From being the token woman who always gets invited to redeem all-male panels to snide comments about how “she’s just a diversity hire,” the term “women in tech” can sometimes feel more like a burden than a blessing.

Engineering 138

Engineering Start-ups Technology Technology 138

Uniphore

JANUARY 27, 2022

This content is password protected. To view it please enter your password below: Password: The post Protected: Telecommunications CX: 5 Predictions for 2022 appeared first on Uniphore.

CX 100

CX 100

Customer Think

JANUARY 27, 2022

The pandemic-hit world has seen multi-fold advancement in digitalization. Retailer brands and businesses across the globe have shifted strategies to the digital paradigm. Technology, tools, and processes that ensure data is accurate and consolidated throughout the enterprise have become vital in this digital decade. Intuitive, feature-rich, and effortless tools and platforms can give you complete […].

Retail 119

Retail Technology Technology 119

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.

Uniphore

JANUARY 27, 2022

This content is password protected. To view it please enter your password below: Password: The post Protected: BPO CX: 5 Predictions for 2022 appeared first on Uniphore.

CX 100

CX 100

Customer Think

JANUARY 27, 2022

Introduction Are you running a business or just planning to kick-off in the near future? Whatever the status may be, you must be brainstorming to find out feasible and effective branding strategies. It’s because marketing is a vital element for helping you reach out to your target audience. Simply put, you need to figure out […].

111

111

Beyond Philosophy

JANUARY 27, 2022

The next wave of business change is Customer Science. Customer Science is the fusion of artificial intelligence (AI), customer data, and the concept of the behavioral sciences. However, if you miss this next new wave of change, you could be in danger of repeating the same mistakes you did last year and the year before that. . As the new wave of Customer Science comes in, the old tide of Customer Experience (CX) is receding.

CRM 78

CRM Net Promoter Score Customer Satisfaction AI 78

Help Scout

JANUARY 27, 2022

Keeping customers happy requires a well-functioning customer support strategy. The best way to get started is with a help desk ticketing system.

103

103

Heart of the Customer

JANUARY 27, 2022

In every customer journey, there are interactions that matter more than others. Those moments can cause customers to leave you, or lead to stronger engagement, or make customers more expensive to serve. We call these key interactions “Moments of Truth,” and identifying them is among the most important findings of journey mapping and other customer […].

Customer Journey Map 78

Customer Journey Map B2C B2B CX 78

Fonolo

JANUARY 27, 2022

Finding your next great call center agent — someone who will help your contact center succeed— is no easy feat. Asking these call center interview questions will help you find the best agents to help the organization excel. Hiring the wrong agents can be detrimental and costly. 27% of employers said that just one bad hire costs more than $50,000. Good contact center managers instinctively know this, especially since 95% of a manager’s success resides in selecting the right people.

Contact Center 75

Contact Center Construction Customer Service Start-ups 75

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

Customer Think

JANUARY 27, 2022

We live in the digital age. But that also means unprecedented levels of complexity. And when something inevitably goes wrong, it’s the customer service team that bears the brunt. To complicate matters, these teams work in siloes, and are cut off from technical teams fixing the problem which negatively impacts customer service metrics such as […].

Customer Service 69

Customer Service 69

Knowmax

JANUARY 27, 2022

The post How to create a robust knowledge management strategy? – A complete guide appeared first on Knowmax.

52

52

Customer Think

JANUARY 27, 2022

The beginning of the year is an appropriate time to take a stand about the payoffs of commitment in B2B marketing strategies. The beginning of the year is when a lot of B2B companies look at what they want to accomplish this year as a clean slate. Almo.

B2B 59

B2B 59

MyCustomer Experience

JANUARY 27, 2022

WThe next wave of business change is Customer Science. Customer Science is the fusion of artificial intelligence (AI), customer data, and. 27th Jan 2022. By Colin Shaw Founder & CEO.

Artificial Intelligence 52

Artificial Intelligence CX AI 52

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.

Voice of the Customer

Customer Think

JANUARY 27, 2022

Embarking on a new business requires a plan. For an eCommerce startup seeking investors or partners, this is essential to lay out your intentions. Working through this ensures you have a complete understanding of the viability of the business and any potential obstacles. After all, stumbling blindly into a new venture has rarely generated success. […].

52

52

MyCustomer Experience

JANUARY 27, 2022

WThe next wave of business change is Customer Science. Customer Science is the fusion of artificial intelligence (AI), customer data, and. 27th Jan 2022. By Colin Shaw Founder & CEO.

Artificial Intelligence 52

Artificial Intelligence AI 52

Customer Think

JANUARY 27, 2022

A lot of organizations offer paid-time-off benefits to their workers or employees. Getting compensated for not working is a remarkable benefit. Ask anyone who works as a cement finisher, carpenter, bricklayer, etc., who just gets paid when they work. PTO benefits can be packaged in many ways. The conventional benefits model is that workers are […].

52

52

Aquire

JANUARY 27, 2022

Improving customer satisfaction is a primary focus for many companies. And with good reason. It can have a litany of positive effects for your business: everything from reduced customer churn and better customer loyalty, through to increased word-of-mouth marketing. On the flip side, unhappy customers lead to high churn rates , no repeat business, a terrible brand reputation, and more.

Customer Satisfaction 52

Customer Satisfaction Social Media Omnichannel Net Promoter Score 52

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

Retail

Customer Think

JANUARY 27, 2022

E-commerce expert Alexander Graf predicts what will change—and what will remain the same—in the year ahead Brands have traditionally relied on selling to the likes of Walmart, Amazon or Sears. Yet, at the same time, they are learning that they can only thrive when they control access to consumers—and they cannot gain this access through […].

E-commerce 52

E-commerce 52

SugarCRM

JANUARY 27, 2022

More than a decade ago, the world hit a point where the amount of data created across the globe in just two days equaled the amount of data produced from the beginning of civilization to around 2003. In 2020, an individual’s average amount of data created every second was 1.7 megabytes. That’s enough digital space to store the entire document of Tolstoy’s War and Peace, which is a brick of a book.

Social Media 48

Social Media Unstructured Data Sales Start-ups 48

Customer Think

JANUARY 27, 2022

As the insurance industry is undergoing a massive transformation, the process of selling is also evolving. However, adapting to the dynamic market environment can be rather challenging. Factors such as heavy competition, ever-changing customer behavior, and technological evolution mean that insurance brokers are now faced with a bouquet of challenges.

Technology 52

Technology Technology 52

SurveySensum

JANUARY 27, 2022

What is customer experience software? Why do you need customer experience software: Benefits. Must-have features of customer experience software. Why is SurveySensum the best customer experience software? Choose the right customer experience software to create long-lasting connections with your customers! Gather valuable feedback, analyze them, and act on time to improve customer engagement and experience with SurveySensum’s powerful customer experience software.

Sentiment Analysis 59

Sentiment Analysis Customer Experience CEM NPS 59

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

CX

Customer Think

JANUARY 27, 2022

I’ve long advocated about the importance of empathy in customer experience, the need for more of it and why organizations should consider building an empathetic musculature if they want to sustainably improve how they engage and serve their customers.T.

Customer Experience 52

Customer Experience Customer Loyalty 52

Aquire

JANUARY 27, 2022

When we’re thinking about the future of omnichannel retailing, the multi-billion dollar question is: what exactly are customers looking for? The answer? Well, it keeps changing as consumer expectations evolve. At least that’s what we learned at a webinar we hosted titled “Customer Experience in an Omnichannel World”. The webinar was moderated by Mayur Anadkat, former VP of Marketing at Acquire, who has nearly 20 years of experience in customer service and customer experience.

Omnichannel 59

Omnichannel Retail Start-ups Sales 59

Customer Think

JANUARY 27, 2022

The completed acquisition marks the close of a remarkable year for Mediafly with over $35M in funding, industry accolades and 110% increased headcount.

B2B 52

B2B 52

Customer Think

JANUARY 27, 2022

International fraud solution provider buys Utah technology company for $3.6M.

Technology 52

Technology Technology 52

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

Retail