November, 2018

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Congratulations to the 2018 LISTEN Awards Winners

Callminer

At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success. The LISTEN awards were presented to customer engagement analytics users whose efforts had a direct impact on improving business results for their companies. Each year we are blown away by the business impact and innovation highlighted in the submissions for LISTEN Awards.

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Infographic: 6 Small Changes That’ll Make a Big Difference in Your Contact Center

Fonolo

It could be argued that customer service is uniformly about a few core things: Giving consumers agency; shepherding them towards a positive outcome to their problems; and providing solutions and smiles by whatever means (and using whatever technology) necessary. While this may seem simple enough, call and contact center managers of the 21st Century know better: It ain’t easy.

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Data-driven sales: 18 sales KPIs and metrics to grow your revenue faster

Intercom, Inc.

There are many parts to a high-performing sales organization – the right people, processes and strategy, to start. But today, the underlying backbone of all of it is the right data. That’s not to say there’s no art to practicing sales. Much of what defines our most outstanding sales reps is their ability to deeply understand our prospects’ and customers’ business needs and speak directly to them.

Sales 188
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We Have So Much To Be Thankful For

CX Accelerator

I always love the thanksgiving season, but this year it's extra special. This has been a phenomenal year for CX Accelerator and the CX industry at large. I can't image a better field in which to work - improving people's lives through great experiences. When you boil it down, Customer Experience is simply doing the right thing. It’s putting others before yourself.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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Digital Transformation: The Unexpected Opportunities and Surprising Problems for Customer Experience

Beyond Philosophy

I don’t go to a store looking for a product these days. What’s more, it occurred to me a couple of years ago that I no longer Google products that I want to buy; I “Amazon” them. I suspect many of you do the same. In many ways, Amazon-ing products is a result of the digital transformation. We have stores where we can purchase things, and then we have their online channels where we are buying things also.

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6 Most Popular Customer Experience Metrics and KPIs Explained Simply

Lumoa

Find out how to work with the most popular Customer Experience metrics and KPIs. Understand if you should collect NPS, CSAT or CES (or maybe all?). Find out the value of customer retention and the threat of churn.

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Anticipating Customers’ Needs is the New Customer Service

Return Customer

Telegrams first gave way to the telephone which were then made obsolete by smartphones. Everything around us is evolving and so is customer service. Most businesses today have three or four channels of communication that allows customers to reach to them via phone, email, live chat and so on. But instead of waiting for problems to appear and then go about solving them, why not anticipate customer demands in advance?

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Tips for creating a great support experience during the holidays

Intercom, Inc.

The holidays are quickly approaching, and for ecommerce businesses, that often results in significantly higher support volume for your team. . To help you stay on top of your support this season – without increasing overhead – we’ve curated a few tips for automating your support load. These tips apply broadly to many different automation products, but if you’re an Intercom customer, they’re actionable today and require no engineering work.

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Long-term RPA Success Requires a Break in the Proverbial Wedge Between Business and IT

Uniphore

Today, if you scrolled through the latest news regarding RPA, whether it be around new funding, company announcements in this space or industry growth, you would think RPA is scaling at an unprecedented pace for whatever company just decides to take the plunge. However, the reality on the ground continues to paint a drastically different picture. The truth is that, according to new data from 590 enterprises worldwide, only 13% of RPA adopters are currently scaled up and industrialized, while mos

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How to Make Your Customer Experience Convenient

Beyond Philosophy

Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Today, we are going to discuss some areas you can look at to do just that. I didn’t like shopping for years. I hated creating a bloody list and taking it up to the store because it wasn’t convenient.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Live chat for business: everything you wanted to know about live chat but were afraid to ask

Intercom

A great customer experience today is about meeting people where they already are. And today, there’s one channel where more potential customers are than any place else: messaging and live chat. Think about the way that you talk to people every day. If you’re anything like me, you use iMessage to talk to your family, WhatsApp for your close friends, and you probably spend your entire day on Slack talking to your teammates at work.

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How Listening to Customers Impacts Your Bottom Line

Callminer

The CallMiner Index survey uncovered that consumers want to stay loyal, but are ‘forced’ to switch because of bad or ineffective supplier practices. Below are some stats from the report.

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Why You Should Empower Your Customer Service Team

Fonolo

Good customer service is crucial to the success of any business. It also happens to be one of the hardest things to ‘get right’, even for the most seasoned of brands. Imagine spending eight hours a day fixing problems you didn’t cause in the first place. Now imagine that your hands are tied in a million different ways and you’re unable to resolve the bulk of the customer complaints that are on the rise.

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Tune up your SaaS sales pitch with a focus on clarity

Intercom, Inc.

For salespeople, your sales pitch is crucial – above all else, it must be crystal clear what you’re trying to sell and what the value is to your prospective customer. This clarity from the start is critical, because that early impression shapes everything that follows – according to Forrester , the first viable vendor to reach a decision maker and set the buying vision has a 74% average close ratio.

Sales 180
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Software Composition Analysis: The New Armor for Your Cybersecurity

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?

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Crying in a Contact Center Cubicle: A Look at Emotions in the Workplace

Customer Service Life

I’m not crying, you’re crying (at work). Photo cred: Ban.do. Samantha (not her real name) sat across from me in our small contact center. Not a week went by that she didn’t shed tears after hanging up the phone with a customer. She didn’t seem to mind that everyone saw her with tears streaming down her face. I remember her scampering, post call, out of the office to catch her breath.

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Seven Key Strategic Questions Critical to CX That You Must Answer

Beyond Philosophy

I went to Bahrain for the first time recently. I was a keynote speaker there for a Customer Experience conference. I was fascinated by the country. There is a lot of Customer Experience activity happening there. Rami Sweis, the CEO of GolfCX invited me to speak at the conference. He explained on a recent podcast the reason improving Customer Experience is such a hot trend in the Middle East has been the liberalization of markets there.

CX 154
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Ten Dumb Things Smart Contact Center Executives Do

Taylor Reach Group

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. Yet these bright, bright people still manage from time to time to do things that defy understanding. This is my top ten list of really dumb things that smart call and contact center executives do. If you have any dumb things to add to the list let me know or comment below. 1.

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Stop Avoidable Customer Churn With Great Agent Behavior

Callminer

The CallMiner Index report shows that the wrong behavior drives customer churn, with 55% of consumers saying they are very or extremely likely to switch after a bad call center experience.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

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

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5 Must-Attend Customer Service Conferences in 2019

Fonolo

Have you been searching for the best customer service conferences to attend in 2019? Well, look no further: You’ve come to the right place. Sure, you could watch a few evocative highlights on YouTube instead, but attending conferences in the flesh still provides far more value. We’ve made the case before that conferences offer customer service professionals a host of rewards, including valuable knowledge, product exposure, and the opportunity to build new relationships.

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9 essential sales steps you need to grow your SaaS startup

Intercom, Inc.

In the early stages of most SaaS startups’ lives, the CEO or founder often acts as the initial head of sales. This makes sense given the likely resource constraints and the value to be gained from getting in front of customers from day one. As Jason Lemkin puts it , “The CEO/founder should close at least the first 10 (or 20 or whatever) customers.

Sales 178
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Make your team more accessible: The live chat implementation checklist

UJET

Live chat is one of the most popular support channels in 2018. With the ability to provide quick and simple solutions, 79% of customer s say they prefer to use live chat for their inquiries. With this increase in popularity , live chat support is no longer being seen as a differentiator. Customers expect your company to provide it.

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How Customers Make Rules for Themselves

Beyond Philosophy

I have a rule with large purchases; I always sleep on it. I do it to ensure I want to make the purchase and not merely susceptible to a sales technique. Plus, it’s a significant expenditure, and I don’t want to make a mistake. This rule works well for me. Your customers have rules, too, and they use them in your Customer Experience. Understanding how and why customers are making these rules can help you provide the type of Customer Experience that makes buying from your organization the customer

Sales 148
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When Customers Win, You Win: How to Deliver Value That Transforms Your Customer Experience

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.

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Journey mapping is still happening in silos.

Heart of the Customer

This is ironic. Journey mapping is a fantastic tool to break down silos by creating a shared view of the customer experience. Except when it isn’t. The post Journey mapping is still happening in silos. appeared first on Heart of the Customer.

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Collection Success Stories in the Contact Center: Part 2

Callminer

Maintaining contact center compliance in the debt collection industry is a difficult task with compliance to state-by-state regulatory laws and agent retention being two of the biggest.

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The Mount Rushmore of Customer Service Leaders

The DiJulius Group

The Mount Rushmore of Customer Service Leaders Who are the greatest Customer Service Leaders of all time? The following is a list of the 10 greatest Customer Service Revolutionaries who had the most influence and dramatically changed businesses in all industries. These changes are still being felt decades later. 1.Walt Disney The Father of. Read Full Article.

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The 100 answer challenge: How our support team helped train Answer Bot

Intercom, Inc.

We recently launched Answer Bot , an intelligent chatbot that provides precise answers to customers and which successfully resolves 29% of your most common frequently asked questions, right there in the Intercom Messenger. It was the culmination of a huge amount of work by multiple product teams, and vast amounts of research by our machine learning experts.

Start-ups 164
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The Hidden Costs of Poor Customer Onboarding

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.

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That Time My Client Cropped My Afro In My Headshot, And Why This Is Not Okay.

Myra Golden Media

I haven’t stepped into a Starbucks since two African American men in Philadelphia were arrested for merely being black in Starbucks back in April. But Starbucks isn’t the only company with issues with insensitivity. Consider three of my recent experiences with companies. It’s Not Okay to Crop My Afro Out of Your Corporate Images. Minutes before a workshop, I was seated stage-right as my client gave me an impressive introduction to the audience.

Start-ups 102
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From Axes to Handbags: Why Customer Like Conspicuous Consumption

Beyond Philosophy

I just bought a new Mont Blanc pen. I like writing with it. I have a couple more, too; one is a pencil, and the other is a rollerball-type. However, the reality is, I sometimes look at my fancy pen and think, “It’s writing; I could write this stuff with a Bic or a regular pencil.”. It occurs to me that what I am really saying to people when writing with my swanky pen is that I am the type of bloke that can afford an expensive pen.

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Too many see journey mapping as an employee workshop.

Heart of the Customer

What is journey mapping? That may seem like a strange question from a blogger whose title is “Mapper-In-Chief,” but there’s so much confusion on the topic that it’s a question that needs to be asked. This confusion is fueled by vendors who offer “journey mapping workshops.” This is a half- or full-day workshop where you […]. The post Too many see journey mapping as an employee workshop. appeared first on Heart of the Customer.

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Top 10 gamification blogs

Callminer

Contact centers need well-defined business goals that are easily tracked with captured speech analytics data. To learn more about gamification, read our top ten blogs below.

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Mapping Digital Transformation: Retail’s Strategic Shift

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