Fonolo

AUGUST 29, 2018

It’s a noisy little planet we live on. In contemporary times, the deafening sounds of the outside world via the news, social media, the subway, the radio, the street, and even the phone lines can distract us from our long-term professional and personal goals. It’s simply become too loud. This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of bot

Contact Center 271

Contact Center Non-Profits Technology Technology 271

Callminer

AUGUST 28, 2018

Customers have conversations with more than one department in your organization during the customer lifecycle journey. Customer interaction analytics throughout the relationship is key to success.

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Intercom, Inc.

AUGUST 27, 2018

In sales, it’s normal to spend hours rehearsing for an upcoming demo and fine-tuning the deck. But when it comes to the discovery call, many of us assume we can wing it. It’s strange because the discovery call is how we uncover critical information early in the sales cycle. Details like use case and a prospect’s fit for our solution help us prioritize our deals.

Sales 150

Sales B2B Start-ups 150

PeopleMetrics

AUGUST 31, 2018

The following is an excerpt from Listen Or Die by Sean McDade, PhD. Customer service (CS) is critical for delivering a great customer experience (CX). All too often, these terms are used interchangeably, but they are not synonymous— CS is not the same as CX. Customer service is part of the overall customer experience, not the entire customer experience.

CEM 117

CEM Touchpoint Customer Service CX 117

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Beyond Philosophy

AUGUST 31, 2018

Many times, people do not say what they mean or what they are thinking. Why is this? What are the implications on a customers experience? In this special interview with expert Steven Gaffney we look at the role of honest communication to improve workplace quality and the Customer Experience. Find out more at [link]. The post Why People Don’t Say What They Mean?

Customer Experience 107

Customer Experience 107

Callminer

AUGUST 26, 2018

We are happy to share three video success stories from customer's that utilized speech analytics and automated scoring to achieve their overall goals.

Contact Center 182

Contact Center 182

DMG Consulting

AUGUST 31, 2018

The Next Act: The AI-Enabled Contact Center. In 2005, 13 years ago, I published the book The Real-Time Contact Center. My goal in sharing the concepts in this book was to provide a technical and operational framework for anyone who uses this “delivery and service” vehicle for customer assistance or sales. The idea behind the book was (and still is) conceptually simple – to utilize the real-time capabilities of contact centers to assist people (customers, prospects, partners, public, etc.)

Contact Center 91

Contact Center AI Artificial Intelligence Social Media 91

Fonolo

AUGUST 30, 2018

Artificial Intelligence (AI) has invaded our lives and is fundamentally redefining the way we work. Across industries, it is widely regarded as a tool for increasing efficiency, boosting productivity, and lowering costs. In particular, AI is having a noteworthy impact on the contact center industry, a space that represents the front line and links businesses with customers.

AI 73

AI Artificial Intelligence Contact Center Customer Experience 73

ProProfs

AUGUST 27, 2018

Whether students are preparing for a test or gathering information for an extempore event in college, studying and understanding the material given to you is essential. However, sometimes it can be hard to research and find a way to explore that will help you learn the material. You can use the quizzes as one of your last-minute strategy for testing your knowledge on any subject.

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75

Intercom, Inc.

AUGUST 30, 2018

When customers visit your website or use your app, there’s an opportunity to engage and connect with them to increase their likelihood of taking a desired action. Video is one of the best ways to capture someone’s attention, and when paired with our Custom Bots and apps, you can turn that attention into action, automatically. Whether it’s to help convert a key account, to promote your latest product, ask for feedback, or just prompt them to start a chat, video can help.

Sales 132

Sales E-commerce 132

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

AUGUST 30, 2018

Customers that recommend you to other people are the gold-standard of successful Customer Experience. How likely they are to tell their friends and family about you is measured by the Net Promoter Score (NPS), a common metric used by organizations to evaluate their performance in Customer Experience. These customers are your most loyal and the most sought-after of the lot, the “Raving Fans” of your organization.

Net Promoter Score 74

Net Promoter Score NPS Start-ups Customer Experience 74

Fonolo

AUGUST 28, 2018

Nothing says summertime like lounging by the pool and reading contact center industry reports, amirite? Seriously though: If you slack off with your reading during the summer months, you’ll be too far behind in the autumn to ever catch up. Make sure you have already looked through the reports in our last report round-up post , too. So, here are 5 more reports worth your time.

Contact Center 65

Contact Center E-commerce Omnichannel Hospitality 65

Myra Golden Media

AUGUST 27, 2018

For all of my customer service workshops, I like to arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. In the past, I’d just hang out in the back of the room, and I’d approach the front only after I was introduced. But I’ve found that talking to workshop participants before the training starts helps me to connect with my audience before I speak my first word.

Start-ups 61

Start-ups Customer Service Customer Experience 61

Intercom, Inc.

AUGUST 29, 2018

A set of core values makes it easier for everyone to navigate behavioral expectations at Intercom, and for individuals to see how they might thrive here. As head of the Brand Studio , I’ve watched our team scale in a very short period of time. Defining a small set of true values is key to making sure teams like ours can grow and adapt quickly, without the need for demoralizing micromanagement.

Innovation 132

Innovation 132

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

UJET

AUGUST 29, 2018

There’s no question about it – retail is evolving. While emerging technologies and consumer behaviors continue to reshape the industry, there is one element for shoppers and retailers alike that remains crucial: the human connection.

Retail 56

Retail Technology Technology Customer Experience 56

DMG Consulting

AUGUST 31, 2018

Question: What can we do to attract candidates for contact center agent job openings? Answer: With 2018 US unemployment rates hovering near 18-year lows, contact center leaders need to think outside the box when attempting to fill agent positions. Here are some options: Consider automation to reduce the need for “entry-level” agents – Contact center agent roles generally include some low-value, rote activities that are a good match for automation.

Contact Center 59

Contact Center Artificial Intelligence Construction Education 59

Customer Bliss

AUGUST 28, 2018

“With the journey map, I now have a powerful tool that helps visualize the visitor experience,” said Samir Bitar , Museum Director of the National Veteran’s Memorial and Museum, when I interviewed him in one of my most popular podcasts, How the Smithsonian Built Their Journey Map. Samir, who was director at the Smithsonian Institute at the time, showed us that journey mapping is an incredibly powerful tactic to unify an organization in terms of thinking through a customer-first

Customer Journey Map 63

Customer Journey Map Scorecard Start-ups CX 63

ProProfs

AUGUST 30, 2018

As the global e-learning market continues to grow by leaps and bounds, one cannot stress more on the relevance of live learning. As per Stratistics Market Research Consulting, e-learning market worldwide is anticipated to reach $275.10 billion by 2022; growing at a compound annual growth rate of 7.5 percent during 2015-2022. With individuals and organizations investing heavily in online training software , communicating their true value becomes all the more crucial.

Social Media 61

Social Media Education 61

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

ClientSuccess

AUGUST 29, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.

Gaming 42

Gaming Start-ups B2B 42

TeamSupport

AUGUST 31, 2018

Choosing when to opt for a change in help desk technology isn’t easy. There are a lot of factors, but sometimes knowledge of whether you need to switch can be tough to find. So, based on many talks with leading industry experts, let’s look at some of the top signs businesses often notice when they need a new help desk ticketing system…. Still tracking tickets in spreadsheets – This is inefficient because, in many scenarios, it takes just as long to track as it does to respond to customers.

Sentiment Analysis 40

Sentiment Analysis AI Technology Technology 40

Help Scout

AUGUST 28, 2018

For a long time, I had a deeply held belief that great customer service could only happen when there was a helpful person on the other end with all the answers. As a business owner, I was all in on providing that kind of service to everyone who interacted with our company. Growing the customer support team to provide that level of service as the business grew was no problem.

Start-ups 40

Start-ups Omnichannel Customer Service Innovation 40

Kate Nasser

AUGUST 25, 2018

Powerful people skills connection starts w/ using names vs. sir/ma'am. Insight fr Kate Nasser, The People Skills Coach™. Leadership, Sales, Customer Service. The post People Skills Connection: Use Names Not Ma’am Sir | #PeopleSkills appeared first on KateNasser.com.

Sales 40

Sales Customer Service Customer Experience 40

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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

ClientSuccess

AUGUST 30, 2018

As we’re less than two weeks away from the 2018 CS100 Summit , we’re reflecting on some of the amazing messages we’ve heard over the years. Notably, Carine Clark , CEO of Banyan , presented at last year’s premier customer success leadership event in Sundance, Utah, and her message was both powerful and practical. While Carine won’t be speaking at this year’s conference, you can expect to be inspired by an equally incredible lineup of speakers and thought leaders.

Outlook 40

Outlook Innovation Customer Service Technology 40

TeamSupport

AUGUST 31, 2018

Choosing when to opt for a change in help desk technology isn’t easy. There are a lot of factors, but sometimes knowledge of whether you need to switch can be tough to find. So, based on many talks with leading industry experts, let’s look at some of the top signs businesses often notice when they need a new help desk ticketing system…. Still tracking tickets in spreadsheets – This is inefficient because, in many scenarios, it takes just as long to track as it does to respond to customers.

Sentiment Analysis 40

Sentiment Analysis AI Technology Technology 40

Help Scout

AUGUST 26, 2018

Did you know that people called Dennis are statistically more likely to be a dentist, and a Tex more likely to move to Texas? In my local area you can visit Dr. Hart, a fellow of the American College of Chest Physicians. The theory of nominative determinism says people have a tendency to move toward things that resemble their names. In customer support and service, the role titles and team names in use range from straightforward to almost incomprehensible.

Customer Service 40

Customer Service Engineering Hospitality Hospitality 40

CX Journey

AUGUST 29, 2018

Image courtesy of Gerry Brown Today I'm pleased to share a guest post by Paul Laughlin , Chief Blogger at CustomerInsightLeader.com. In today's post, Paul shares a book review of Gerry Brown's book, When a Customer Wins, Nobody Loses. As I’ve shared before GDPR should be a positive customer benefit. As well as being a business benefit, when approached in the right way, GDPR is at root about empowering people/customers.

CX 34

CX NPS Technology Technology 34

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

1 to 1

AUGUST 28, 2018

CarMax, the largest used car retailer in the U.S., is working to re-invent the used car market to be an omnichannel environment that’s innovative, easy to use, and transparent in an industry that depends on reliability. The automotive sector is a segment where omnichannel expectations are already firmly in place. Bain’s Global Automotive Consumer Survey found that half of customers interested in buying a car begin their journey online.

Omnichannel 20

Omnichannel Innovation Retail 20

Intercom, Inc.

AUGUST 30, 2018

When Kate Aronowitz and Vanessa Cho were in college in the ’90s, coursework didn’t even exist for their future careers. They had to make their own. Two decades later, these two women are blazing trails in design leadership. Both are design partners at GV (launched as Google Ventures in 2009 as the venture capital arm of Alphabet, Inc.), where they help a robust portfolio of startups find their way.

Start-ups 149

Start-ups Engineering 149

Help Scout

AUGUST 26, 2018

For support staff, the queue is more than just a list of customers needing help. It’s an actor in it’s own right, a presence that can dominate a work day, tear plans apart, and even provide a wonderful surprise from time to time. I asked customer service professionals to describe what their support queues would be if they were alive. Then I took those descriptions to three illustrators — two of whom are full-time support professionals themselves — and had them create the excellent works below.

Customer Service 40

Customer Service Engineering Technology Technology 40

Customer Service Life

AUGUST 27, 2018

This article was originally published on the ICMI blog on June 13, 2018. Click here to read the original. While I’ve certainly had my share of coaching conversations in my career while working to help contact center agents improve quality and performance, it felt incredibly presumptive to position myself as the authority on the topic when I happen to work with a bunch of coaching experts here at FCR.

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Contact Center Customer Service Customer Experience 80

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