Intercom, Inc.

APRIL 22, 2021

That question has been on Will Larson ‘s mind for a long time. For those who don’t know him, Will has over 10 years of experience in the likes of Yahoo, Digg, Uber, and Stripe, and he’s currently the CTO of Calm , the mindfulness app that helps millions of people to lower their stress levels and sleep better. As it turns out, he’s also quite the writer – since the last time we spoke , he has published not one but two books on engineering.

Engineering 274

Engineering Start-ups Non-Profits Construction 274

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.

Legal 249

Legal Customer Service 249

Callminer

APRIL 21, 2021

Python already has the ability to call external C/C++ code from Python. Cython greatly simplifies that effort and gives your code a performance boost.

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Futurelab

APRIL 13, 2021

Imagine the following situation. A man sees an attractive woman at a party. They talk and decide to have a few dates. After giving all the right signals for being a loyal, caring, trustworthy and relationship-oriented guy, he convinces her to spend the night. The next day he is gone and when she calls, it is clear he doesn't want to speak to her. Tags: Alain Thys brand loyalty B2C relationship customer needs Facebook Like.

B2C 188

B2C 188

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Bill Quiseng

APRIL 25, 2021

When first confronted with this pandemic we moved quickly to identify the high risks for our employees and our customers and then worked to define the action steps required to minimize those risks. We got everyone involved at all levels of the organizations, followed local, state, and federal guidelines which changed week-to-week, and innovated, looking at every possible solution to keep us safe.

Mystery Shopping 190

Mystery Shopping Customer Experience Hospitality Hospitality 190

Beyond Philosophy

APRIL 23, 2021

Emotions rule your customers’ buying decisions. Sure, their rationality weighs in sometimes, too, but often, it’s the emotional side that drives customers to buy. These two parts of us, the emotional and the rational represent the two ways of thinking that serve as the foundation for understanding customer behavior. Knowing how these two systems of thinking work together and, in some cases, against each other to make decisions is vital to achieving customer-driven growth.

Government 174

Government Customer Experience Management Customer Experience CX 174

Inside Customer Service

APRIL 22, 2021

Customer service managers write a lot of procedures. The big challenge is getting employees to follow them. Employees forget. They get confused. Sometimes, they just don't wanna. This creates consequences. Customer experience becomes inconsistent. Service quality erodes. The manager has to spend extra time fixing problems. There is a simple solution.

Mystery Shopper 182

Mystery Shopper Customer Service Government Retail 182

Callminer

APRIL 19, 2021

In AI research, we focus a lot of energy on the concept of a category. This blog breaks down what a category is and how we are researching it.

AI 182

AI 182

Futurelab

APRIL 4, 2021

In last week’s post, I wrote about some findings in Salesforce’s latest State of the Connected Customer report. One of the graphics for the first finding, “customer connections are essential,” stood out to me. The title of the chart is, “Amid Crises, Experience Remains a Key Differentiator.” I agree with that. It’s the sub-title that struck me: “The Experience a Company Provides Is as Important as Its Products or Services.”.

CX 147

CX Customer Experience 147

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.

Contact Center 152

Contact Center Customer Satisfaction Technology Technology 152

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

Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. If you know that 80 percent of your revenue comes from 20 percent of those customers, what do you think happens to the other 80 percent that only accounts for 20 percent of the revenue? Yep, you guessed right, not much. However, the reason not much happens with these accounts could be influenced by the biological amount of bandwidth you have for maintaining relationships.

Social Media 156

Social Media Start-ups CX Customer Experience 156

Intercom, Inc.

APRIL 1, 2021

?. Wikipedia , the beloved, widely-known, free-access web encyclopedia is turning 20 this year. It’s one of the most visited websites on the internet, curated by a global network of hundreds of thousands of volunteers who have written over 55 million articles in 300 languages. It’s the world’s largest repository of human knowledge, but as Janeen Uzzell explains, it’s not without its blind spots.

Start-ups 223

Start-ups Non-Profits Healthcare Technology 223

Inside Customer Service

APRIL 8, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. "We're working on ways to Wow our customers." It's a message I receive from a lot of subscribers to the Customer Service Tip of the Week, my free weekly email.

Sports 182

Sports Contact Center Retail Customer Service 182

Callminer

APRIL 27, 2021

The CallMiner Research Lab weighs in on the proposal recently released by the European Union on how to regulate artificial intelligence.

Artificial Intelligence 182

Artificial Intelligence AI 182

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

Taylor Reach Group

APRIL 14, 2021

By Colin Taylor. We are now more than a year into the “new normal” and increasingly contact center organizations are recognizing this fact. I am often asked if I think that contact centers will ever go back to 100% “bricks and mortar”, and the answer I give is no, that ship has sailed. Organizations were forced by the pandemic to deploy work from home and it wasn’t, as many feared, dominated by staff sitting on the couch eating cheese doodles and watching “The Talk”.

Contact Center 152

Contact Center AI Technology Technology 152

Fonolo

APRIL 1, 2021

For today’s businesses, closing deals and making sales isn’t enough. If your customers aren’t happy with the experience you provide, they’ll leave you without a word. That’s where CSAT — or customer satisfaction — scores come in. This KPI is essential for contact centers to measure how their customers feel about their service. It’s a great way to explore trends within customer feedback and identify problem areas.

Contact Center 152

Contact Center Social Media Customer Satisfaction Omnichannel 152

Beyond Philosophy

APRIL 16, 2021

There is a surprising lack of literature on company politics. For such an important topic that can be awkward for people, it seems there should be books, podcasts, training, and everything else on it. Today I am going to do my part on being some of the change I want to see in the world. I am sharing the five rules for dealing with company politics that I learned over my career.

Gaming 148

Gaming Start-ups Innovation Customer Experience 148

Intercom, Inc.

APRIL 8, 2021

Joel Friedlaender is the founder of Cliniko , a practice management software for clinics and allied health practitioners to manage their scheduling and booking, patient records, invoicing, and more. When he started the company with his partner about 10 years ago, the healthcare industry felt like it was still stuck in the past, technologically speaking.

Healthcare 211

Healthcare Start-ups Compliance Invoicing 211

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

Inside Customer Service

APRIL 29, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. Dining out quickly loses its luster when you travel for work. Several years ago, I had a long-term consulting project in Portland, Oregon. I'd fly in on a Monday, work crazy hours, and then fly home at the end of the week.

Start-ups 147

Start-ups Customer Service Customer Experience 147

Customer Think

APRIL 25, 2021

To meet the needs of the empowered 21st Century consumer, most companies, especially larger enterprises, need to embark on a customer experience transformation. Imagine a car manufacturer that does not allow any vehicle customization, or a retail bank.

Customer Experience 144

Customer Experience Manufacturing Retail Innovation 144

PeopleMetrics

APRIL 30, 2021

What does world-class customer experience look like? Take a look behind the curtain. The key lies in how those experiences are designed and managed internally through things like survey design, program configuration, employee engagement and more. In this session, we reveal 5 CX secrets behind the world's best brands and provide real-world examples of how these beloved companies attract, retain and delight loyal customers by taking extra care behind-the-scenes to deliver exceptional customer expe

CX 133

CX Customer Experience CEM Customer Feedback 133

Fonolo

APRIL 20, 2021

Is your call center experiencing an increase in abandoned calls ? Are your agents unable to answer an unexpected influx of inbound phone requests (otherwise known as call overflow)? If this scenario sounds familiar, and you lack the in-house resources to service every customer call in a timely fashion, you may consider hiring a third-party call overflow handling service. 3 Proven Ways to Reduce Abandon Rates in the Call Center.

Legal 148

Legal Finance Healthcare Customer Service 148

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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

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. For proof, compare this 2014 customer promise from Comcast — “We are committed to providing Comcast customers with a consistently superior customer experience” — to this recording from the same year. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to

Customer Service 139

Customer Service Sales Start-ups Voice of the Customer 139

Intercom, Inc.

APRIL 29, 2021

Ideally, this wouldn’t be a conflict. Just ask any content marketer – they would rather have the resources and the time to focus on both, because to build a strong marketing brand, you need an approach that covers both the awareness and the acquisition. Striking that balance is of the utmost importance to Joei Chan , Director of Content at the e-learning platform 360Learning.

Innovation 118

Innovation B2B Start-ups Education 118

Inside Customer Service

APRIL 1, 2021

There's a new hiring tool on the rise, and candidates aren't happy. Hiring managers are increasingly using asynchronous video interviews to screen job applicants. These are one-way interviews where candidates are given a short time to record their answers to pre-set interview questions. Recruiters then review the videos at a later time. According to this article from CBC, video interview platforms such as HireVue, Knockri, and VidCruiter saw dramatic increases in volume during 2020.

Customer Service 147

Customer Service 147

Customer Think

APRIL 29, 2021

When a company tells a customer they’ll deliver product X by a certain date and fail to do so, it can cause their reputation, or brand, to suffer. Businesses rely on logistical management, or logistics, to avoid these problems and meet their customer’s expectations. Logistics is an essential part of any business strategy. It’s about […].

Customer Service 133

Customer Service Customer Loyalty 133

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

Myra Golden Media

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. When we moved to Q & A, Sherry asked a question about training and supporting remote agents: Our contact center agents will work remotely for the foreseeable future.

Customer Service 127

Customer Service Contact Center Gaming Technology 127

Fonolo

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. Now, more than ever, companies are evaluating their goals and priorities for the coming year in the context of our “new normal”. Explore Contact Center Trends for 2021. How can businesses position themselves for success when the future is so uncertain? Our resident expert and CEO Shai Berger sat down with seven leading experts and influencers in the CX space to find out what their predictions are for the coming yea

Contact Center 142

Contact Center Customer Experience AI CX 142

eglobalis

APRIL 11, 2021

In the Digital Experience and Customer Experience World, there are two lives: Before and After COVID-19. Is your company ready? experience Design. The post In the Digital and Customer Experience World, there are two lives: Before and After COVID-19. Is your company ready? appeared first on Eglobalis.

Customer Experience 126

Customer Experience Customer Relationship Innovation CX 126

Beyond Philosophy

APRIL 2, 2021

Businesses often underestimate the importance of the areas of sound and smell in their Customer Experience. However, these two areas are crucial to get right—or you risk ending your Customer Experience on a sour note. This underexploited area is why I was so keen to get Simon Faure-Field , CEO of Equal Strategy , an experience design consultancy, on a recent podcast.

CX 117

CX Start-ups Touchpoint Gaming 117

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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.