Callminer

FEBRUARY 19, 2020

There are numerous issues for which call center managers and leaders must account in running a successful customer support operation. From actively keeping track of shifts in the industry’s technological standards and accommodating economic imperatives to handling other critical processes within the realm of human resources , there are enough potential challenges to tackle in typical call center operations to keep entire management teams reasonably busy year-round.

Artificial Intelligence 287

Artificial Intelligence Innovation Social Media AI 287

Intercom, Inc.

FEBRUARY 11, 2020

It happens every day. A company you bought something from months ago sends you an email with three immortal words: “We Miss You”. These messages feel icky because the sentiment is belated and insincere. Deep down we know that the business doesn’t really miss us. The business doesn’t know our sparkling personality or understand our unique contribution to the community – the business just misses our money.

Scorecard 282

Scorecard B2B Business Growth Customer Relationship 282

Beyond Philosophy

FEBRUARY 14, 2020

Social media has changed many things about our lives. Not only can we have a blow by blow account of what our friends and family are up to, but we can also see what they had for dinner. We can even see what friends of our friends had for dinner. One of the other ways social media changed our lives is in how we interact with brands. Platforms like Facebook, Instagram, and Twitter gave us direct access to brands in a way we hadn’t had before.

Technology 195

Technology Technology Social Media Artificial Intelligence 195

Lumoa

FEBRUARY 13, 2020

Within customer experience management there are many manual and repetitive activities that have the potential to be automated. We'll explain why you should automate activities within customer experience management, and we share real-life cases of customer experience automation.

Customer Experience 178

Customer Experience Customer Experience Management 178

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

FEBRUARY 26, 2020

In reviewing the new 2020 Gartner Magic Quadrant for Workforce Engagement Management Report today, I saw something different for a change. The vendors positioned in the MQ Leaders Quadrant are still in the Leaders Quadrant, but what’s really interesting is what is happening in the lower left. Automation is moving up in the ranks for agent engagement.

130

130

Navedas

FEBRUARY 19, 2020

Using soft skills like humor, creativity and empathy in customer service, agents are able to change a mediocre customer experience into a memorable one. The post Humor Creativity And Empathy In Customer Service: Know How To Read The Room appeared first on Navedas.

Customer Service 130

Customer Service Customer Experience Omnichannel Customer Satisfaction 130

Intercom, Inc.

FEBRUARY 4, 2020

An inevitable fact of life is that no matter what team you work on, you’re guaranteed to run into problems you get stuck on. Whether you’re a customer support representative or a product engineer, you will encounter issues and problems that you just don’t have the answer to. In these situations, you essentially have two options: You can try to persevere with the problem until you find a solution.

Engineering 261

Engineering 261

Beyond Philosophy

FEBRUARY 27, 2020

The wealth of information within academia and doesn’t get used by business is amazing. I blame their naming. Academics have great information, but a terrible naming skills. . Take Hyperbolic Discounting (please!), a significant psychological concept that plays into many decisions we make, that we discussed on a recent podcast. You might think the term describes super-exaggerated markdowns, but it doesn’t. .

Gambling 187

Gambling Education Sales Technology 187

Shaun Belding

FEBRUARY 6, 2020

The Top Ten Bad Customer Service Stories of 2019 Last week we published the Top 10 Best Customer Service Stories of 2019. This week, we flip the coin over and take a look at the ugly side – the Top 10 bad customer service stories of 2019. About our Top 10 Customer Service Stories lists […].

Customer Service 130

Customer Service 130

Customer Service Life

FEBRUARY 10, 2020

Happy (belated) New Year! 2019 was a great year and as we’ve done in the past, I want to take a few moments to share some articles and accolades we’ve been a part of. I’ll keep this one short and sweet. Articles. The Greatest Avenger of the CX Universe – If you were going to hire a character from the Marvel Cinematic Universe to spearhead the customer experience effort in your organization, who would it be?

Customer Service 149

Customer Service Contact Center AI Customer Loyalty 149

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

Navedas

FEBRUARY 12, 2020

Do you love your customers? Do they know it? Customer love nurtures your B2C relationships. The post Customer Love Benefits Both Sides: Appreciation Is The Chocolate In CX appeared first on Navedas.

CX 130

CX B2C Customer Relationship Customer Retention 130

Callminer

FEBRUARY 24, 2020

Cultivating a productive call center environment involves optimizing many different facets of its operations. From facility design to computer systems and software integrations, all aspects of your call center that impact its internal atmosphere can affect employee performance. The power your call center environment has over your staff’s overall level of productivity cannot be overestimated.

Technology 207

Technology Technology Customer Satisfaction Contact Center 207

Intercom, Inc.

FEBRUARY 4, 2020

Today we’re delighted to launch our brand new API version 2.0 , which makes it easier for our customers to pull, analyze, and update Intercom contact and conversation data. This will more easily allow our customers to transform their data into valuable performance reports and business insights. It consists of an overhauled Conversations API, as well as brand new Contacts and Data Attributes APIs.

Construction 231

Construction Retail Technology Technology 231

Beyond Philosophy

FEBRUARY 10, 2020

Beyond Philosophy did research late last year with our clients and within the marketplace to sort out what business wants in the next decade. The results showed the mantra in business today is growth. However, defining business growth is essential here because it will dictate how you go about gaining it. . We discussed what growth is to organizations and how to approach getting it in today’s marketplace on a recent podcast [TL1].

Hospitality 172

Hospitality Hospitality Business Growth Customer Acquisition 172

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

Lumoa

FEBRUARY 19, 2020

There are two types of surveys: relationship surveys and transactional surveys. Relationship surveys measure the overall health of your relationship with your customers. Transactional surveys are used when measuring something about a specific interaction with a customer.

142

142

Heart of the Customer

FEBRUARY 20, 2020

Chief Customer Officers (CCOs) are popping up in boardrooms across Fortune 500 companies in ever increasing numbers. Those chosen for the position often come from Marketing or Customer Support, as those disciplines are thought of as having the most interaction with customers, making them seem like a natural fit. But are those departments really the […].

CX 114

CX Customer Experience 114

Navedas

FEBRUARY 5, 2020

Welcome to CSAT.AI for customer experience and quality assurance, your new best friend. With this innovative tool QA monitoring is automated, covering all of your chat and email interactions. CSAT.AI supports your agents with real time feedback enabling them to provide excellent customer experience. The post CSAT.AI for Customer Experience and Quality Assurance, Your New Best Friend appeared first on Navedas.

Customer Experience 130

Customer Experience Innovation Artificial Intelligence AI 130

Callminer

FEBRUARY 4, 2020

Use these metrics to design a powerful development plan for your contact center agents, find areas of operations in which you are losing money, and more.

Contact Center 226

Contact Center 226

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.

FEBRUARY 18, 2020

Last fall, I gave a talk at the JSDayIE conference in Dublin about how Intercom and Ember have evolved together over the past six years. It’s one of those facts of startup life that is easy to overlook, but the success and growth of companies can be deeply intertwined with the technology they use in their stack, and I’d like to explain how that has been the case with Intercom and Ember.

Engineering 221

Engineering Construction Start-ups Gaming 221

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. To understand how it requires a better understanding of what the inventor of the hashtag Chris Messina’s calls Conversational Commerce. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth.

AI 166

AI Social Media Artificial Intelligence CX 166

The DiJulius Group

FEBRUARY 5, 2020

1. Customer Service Feature Story Do You Have Negative Cues That You Are Not Aware Of? By Jess Pischel There is always an opportunity for improvement. Identifying the negative cues in the office, store, or business location and correcting them to become more positive will enhance the environment that the employees and customers experience. A. Read Full Article.

Customer Service 124

Customer Service Customer Experience 124

Taylor Reach Group

FEBRUARY 6, 2020

By Peg Ayers. Measuring Customer Experience is important, right? We need to know how customers feel about their interactions with us. We can’t improve what we don’t measure. But what are we doing with the data we gather? And is gathering, analyzing and reporting on that data truly improving the customer experience? I regularly receive surveys from our regional healthcare provider, owner of all local hospitals and many medical offices.

CX 118

CX Hospitality Hospitality Healthcare 118

Advertisement

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

Totango

FEBRUARY 11, 2020

Adoption is a stage in a journey, not a point in time. It is the process of continuing to derive ever-more value from your products and services. This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. What is Adoption? Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies.

Touchpoint 116

Touchpoint Start-ups Education Customer Relationship 116

Callminer

FEBRUARY 18, 2020

To help you address your operational challenges in the call center we've highlighted these major concerns businesses typically encounter.

226

226

Intercom, Inc.

FEBRUARY 13, 2020

For many, the very mention of the word “automation” can trigger fears of lost jobs (at best) or an imminent robot takeover (at worst). Thankfully, no such Armageddon is on the horizon. Instead, we’re entering an exciting new moment in marketing where AI tools not only have the ability to free up humans to do the best work of their careers, they are helping companies reach their customers in a highly personal and engaging way.

Unstructured Data 181

Unstructured Data Omnichannel Structured Data Machine Learning 181

Beyond Philosophy

FEBRUARY 20, 2020

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. Today we will learn about how this relationship will continue to evolve as we move into a new year and a new decade. . We spoke with Messina in a recent podcast about how a brand can humanize itself for its customers.

AI 162

AI Innovation Social Media Construction 162

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

Customers That Stick

FEBRUARY 14, 2020

One question is how can you nail your customer service job performance review? I would recommend that you go into your review armed with three things: metrics, stories, and a plan. Many managers and supervisors are focused on metrics and if you can show improvement on metrics, particularly if you’ve hit goals or targets, that is certainly important.

Customer Service 103

Customer Service Customer Experience 103

Heart of the Customer

FEBRUARY 13, 2020

I’ve interviewed about twenty CX pros this year, as we work our way up to 100 interviews exploring the current state of CX as a discipline. What I’m finding is that the massive nature of the end-to-end customer experience makes for some daunting challenges. CX is the totality of all interactions between customers and your […]. The post When Eating the Elephant, Don’t Boil the Ocean appeared first on Heart of the Customer.

CX 103

CX Customer Experience Customer Journey Map 103

The DiJulius Group

FEBRUARY 12, 2020

1. Customer Service Feature Story How To Make Employee Pay Irrelevant Today is a tough labor market—in 2019 employee turnover was at an all-time high as reported by the Bureau of Labor Statistics. There are more jobs available than people looking, which certainly makes it an “Employee Market.” However, great leaders and great companies do. Read Full Article.

Customer Service 114

Customer Service Customer Experience 114

Callminer

FEBRUARY 12, 2020

Great customer service agents form the backbone of every successful call center operation. However, enthusiasm, commitment and top-notch performance on the job are not cultivated in a vacuum. Behind every great employee is an equally impressive training initiative that helps agents define goals, work strategically, and generally get more done. Implementing a superb training protocol within your company can prove invaluable to its long-term growth and economic stability, while also encouraging em

Construction 182

Construction Customer Service Contact Center 182

Advertisement

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.