Callminer

APRIL 29, 2019

Sentiment analysis can be a powerful tool for steering companies to successful outcomes from every customer interaction. Learn more about it here.

Sentiment Analysis 291

Sentiment Analysis 291

Intercom, Inc.

APRIL 15, 2019

One of the product design principles we have at Intercom is “What you ship is what matters.” But what do you ship? It’s a fundamental question that every product designer needs to ask themselves. Click to enlarge. There are three potential answers: “I ship design.”. “I ship a product.”. “I ship a business outcome.”. Designers who say that they ship design might often feel frustrated.

Engineering 200

Engineering Sales 200

CX Accelerator

APRIL 25, 2019

This Sunday 4/28 is National Superhero Day! We know from our own community that the network of CX superheroes is boundless! Customer experience can be a difficult job, an ambiguous job, and sometimes a thankless job. Nevertheless, we show up with passion and drive to fight the battles against a whole variety of villains.such as the points of tension in the journey, a lack of CX strategy, the leader that doesn’t believe in investing in the contact center and so many more.

CX 140

CX Contact Center Customer Experience 140

Customer Service Life

APRIL 1, 2019

This post was originally posted as a featured contributor on ICMI. Eat only healthy snacks at work, lose weight and burn calories through your daily exercise. Save your company gobs of money by not getting sick. If this is all your workplace wellness program includes, it stinks. And, your employees are likely sick of it. Creating a wellness program at your office is all the rage.

Contact Center 144

Contact Center Construction Finance Healthcare 144

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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.

Beyond Philosophy

APRIL 4, 2019

Brands are everywhere. Everybody feels like they understand what brands are. However, when we ask the fundamental questions of “What is a brand?” and “What does that mean?”, there’s a surprising amount of variation in opinion. Branding is a critical topic in Customer Experience. We discussed where branding and Customer Experience interact and prioritize in a recent podcast.

Customer Loyalty 130

Customer Loyalty CX Customer Experience Customer Experience Management 130

Lumoa

APRIL 14, 2019

New features are available in Lumoa. The update includes new and improved features such as; a new and fresh dashboard design, new timeline chart and new and easier time range selectors.

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Intercom, Inc.

APRIL 8, 2019

Whenever I conduct research with customers on how they onboard users to their product, I’m always fascinated by how often the term “aha” moment comes up. Customers consistently say they want their users to get to their product’s “aha” moment, the interaction that fills their users with a feeling of delight and reveals the true value of the product to them.

Start-ups 188

Start-ups Customer Experience 188

CX Accelerator

APRIL 23, 2019

In 2007, I moved to the United Kingdom. This amazing life adventure opened my eyes to cultures, languages, and opportunities I had never experienced in America. Upon arrival, it was clear my American English was not going to cut it in the UK. I immediately started hearing words I didn’t understand, and I’m sure my word choices created some confusion.

Innovation 140

Innovation Customer Satisfaction Machine Learning AI 140

Fonolo

APRIL 9, 2019

Certain commentators in the customer service space have been predicting the death of the call center. While it’s true that channel preferences are shifting, it would be incorrect to conclude that the voice channel will be buying the farm anytime soon. In fact, as we’ve argued before, phone calls are still essential to the success of customer service.

Contact Center 122

Contact Center CRM Customer Relationship Management Customer Service 122

Beyond Philosophy

APRIL 18, 2019

If you give people the option to shop somewhere that only had a few choices or another venue with a wide selection, people almost always go for the larger selection. However, sorting through options can feel overwhelming. Too many choices in your Customer Experience are a terrible thing. Of course, too little choice is not great either. We discussed the issues with too many options in a recent podcast and what you can do to make customer’s decisions easier in your Customer Experience.

Construction 128

Construction Start-ups Customer Experience 128

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

Lumoa

APRIL 24, 2019

What you can do and the benefits of a text analysis software. Find out what you need to think about when deciding on a text analysis software to invest in.

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119

Callminer

APRIL 22, 2019

Learn more about PCI compliance call recording and transcription and read expert tips and best practices for PCI compliance in the contact center.

Compliance 207

Compliance Contact Center 207

Intercom, Inc.

APRIL 16, 2019

As your sales organization scales up, there’s one function that becomes crucial to your ability to drive revenue efficiently – sales operations. Until Xerox created the first team in the 1970s, sales operations didn’t exist. Fifty years later, it’s still one of the hardest functions to nail. On the surface, their mission is simple: enable the sales organization to run better and faster.

Sales 177

Sales Sports Start-ups Engineering 177

DMG Consulting

APRIL 16, 2019

Question: We are just getting started with speech analytics. Aside from the tactical uses, what are the top ways we should use this solution to get the maximum benefits? Answer: Enterprise executives who are not thinking more broadly about the uses of solutions like speech analytics are leaving cost savings and valuable benefits on the table. Analytics-enabled quality management (AQM), capturing the voice of the customer, compliance management, and sharing/leveraging results from interaction (sp

Text Analytics 115

Text Analytics Compliance VOC Contact Center 115

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

Fonolo

APRIL 16, 2019

It’s our turn. If you’ve had your eyes on the Fonolo blog for the past nine years, you know that in that time we have dedicated ourselves to bringing you news and views of all kinds that impact the customer service and contact center spaces. Sometimes, though, we have to turn the microphone towards ourselves and give voice to our own customer service happenings and the hard-working customer support contingent that buoys our own brand.

Net Promoter Score 108

Net Promoter Score Contact Center NPS Engineering 108

Beyond Philosophy

APRIL 28, 2019

What Customer Emotions Drive the Most Value. 15 years ago, in Munich, I was asked a question I couldn’t answer when presenting to an insurance company. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. No, he wanted to know how much money he would get back by investing in my idea. I didn’t know.

Customer Loyalty 126

Customer Loyalty CX Customer Experience 126

Myra Golden Media

APRIL 1, 2019

1. Label the Employee’s Emotional Reaction. When you merely label what you think your employee is feeling, you show your understanding while at the same time expressing empathy. Labeling is just naming what you observe. Don’t judge or harp on the issue. Here’s what labeling looks like. “It sounds like you disagree with my perception of you coming across as terse.” “It seems like you feel this expectation is unfair.” Most employees respond to successful l

Customer Experience 110

Customer Experience 110

Callminer

APRIL 15, 2019

CallMiner's VP of AI Rick Britt and Senior Data Scientist Yang Liu answered questions from their user community on a variety of topics on artificial intelligence (AI) in the contact center.

Contact Center 182

Contact Center Artificial Intelligence AI 182

Speaker: Blackberry, OSS Consultants, & Revenera

Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?

Technology

Intercom, Inc.

APRIL 22, 2019

Some think customers will see the advent of AI as a welcome way to get self-help quickly and get back to their task. Others worry that AI will worsen the customer experience as more and more companies use it to save costs. For Rick Nucci, customers will win as long as AI empowers employees to do more of what they do best – that is, dealing empathetically with other humans – while skipping tedious busywork that could be handled just as well by a bot.

Customer Experience 156

Customer Experience AI Start-ups Sales 156

Totango

APRIL 2, 2019

From the moment a customer buys your product or subscribes to your service, they’ve chosen to take a journey with your brand. It’s a journey that promises recurring value, and it’s your job to make sure that every step of the way leaves a positive impression on the customer. So, how can you understand the customer experience and know when to offer extra support to grow your relationship?

Customer Journey Map 105

Customer Journey Map Education Customer Retention Start-ups 105

Fonolo

APRIL 25, 2019

It’s not often that you get to hear exceptional and positive customer service accounts, so today we bring you five that will shock you – but in the best of ways. With each one of these encounters, one can see how brands can foster and forge loyalty with their customers. The individuals in the following stories were so moved by their experiences that they felt compelled to share them with the vast digital world, and of course with their family and friends.

Customer Service 104

Customer Service Contact Center Education Customer Retention 104

Beyond Philosophy

APRIL 8, 2019

Whenever I talk about Customer Experience with audiences, I begin by explaining that customers do not buy things rationally. Customers buy things emotionally and then justify the purchase with logic. Irrationality and data don’t mix. However, there are ways that people’s irrational behavior reveals a rational pattern in the data. Let’s take a look at actionable insights about people’s irrational behavior as customers and the importance of the human touch in a digital transformation.

Actionable Insights 126

Actionable Insights Hospitality Hospitality Customer Experience 126

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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper

CX

Customer Service Life

APRIL 16, 2019

This article was originally published on the FCR blog on March 22, 2019. Click here to read the original. Image by Adriano Gadini from Pixabay. I recently contacted a company for customer service regarding a piece of software that was critical to me finishing a project. After sitting on hold on the phone for about five minutes I hung up and opted for live chat.

Social Media 97

Social Media Start-ups Customer Service Contact Center 97

Callminer

APRIL 9, 2019

We’re delighted that CallMiner has been named by Call Centre Helper as one of the Top 10 providers of Contact Centre Software and Technology for the third year running with Eureka Coach.

Technology 182

Technology Technology 182

Intercom, Inc.

APRIL 2, 2019

For many Sales Development Representatives, the natural next step in your career is to move into an Account Executive role. But bridging the gap from SDR to AE and proving you’re ready to take the next step isn’t always straightforward. The skills and mindset required to be an AE are quite different from that required of an SDR. While SDRs play an important role in acquiring and qualifying new sales opportunities , AEs are tasked with taking that initial interest from a prospect and turnin

Sales 131

Sales 131

Taylor Reach Group

APRIL 16, 2019

By Colin Taylor. I read an interesting article by Jennifer J Deal at strategy+business looking at five myths we hold about Millennials. For the past number of years we have all heard horror stories about organizations that gave away iPads, spot bonuses, socially conscious and social responsible activities, but still had staff leave for greener pastures.

Social Media 102

Social Media Contact Center CX Customer Experience 102

Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.

Customer Experience

Fonolo

APRIL 10, 2019

Contact center software and CRM software have been on a slow collision course for decades. It’s not hard to understand why: They both deal with customer communication so the boundary was destined to get blurry. Now that both worlds are increasingly cloud-based, the collision is accelerating. How can we make this more concrete? How can we figure out how far along the process is?

Contact Center 98

Contact Center CRM Gaming Customer Service 98

Beyond Philosophy

APRIL 25, 2019

Brands have already begun using facial recognition technology in their Customer Experience. Walmart and KFC use facial recognition technology. Passengers on Delta check in for flights in the Atlanta airport using facial recognition. Even my phone password is my face. Technology also exists that captures customers’ authentic emotion measurement using facial recognition software.

Technology 118

Technology Technology CX Entertainment 118

Heart of the Customer

APRIL 29, 2019

We find a lot of confusion in the marketplace around journey mapping. Some think that journey mapping is just a workshop where you take all the people who created your broken, siloed experience, give them Post-It Notes, and Bam! You have a journey map. Others go the opposite direction, considering journey mapping to be traditional […]. The post How Journey Mapping Differs from Traditional Market Research appeared first on Heart of the Customer.

Voice of the Customer 92

Voice of the Customer Customer Journey Map Customer Relationship CX 92

Callminer

APRIL 8, 2019

Using analytics and gamification is an effective way to encourage successful agent engagement with the right incentives to measure, monitor, and promote the KPI’s vital to your company’s success.

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Churn starts within the first 30 days of customers purchasing a product. A lot of it comes down to the first impression customers get through the onboarding process. A poor experience can result in losing current and future customers, and unnecessary overhead. It’s important to know what a poor onboarding experience looks like, the associated hidden costs, and how to build a top-tier onboarding experience for your customers so you can avoid losing hard-earned revenue.