Sat.Jul 02, 2022 - Fri.Jul 08, 2022

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3 Call Center Quality Monitoring Best Practices

Fonolo

Steve Jobs once said, “Be a yardstick of quality. Some people aren’t used to an environment where excellence is expected.” That first sentence is a home run for call center quality monitoring. But these days, customers expect excellence. . Today’s customer has evolved, with no patience for anything less than exceptional. Your first step to meeting them is through call center quality monitoring.

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Will Customer Service be Replaced by Robots?

TeamSupport

What colors our imaginations? When it comes to our concepts of artificial intelligence and robots, how much of it is affected by what we’ve seen on TV and in the movies, from The Matrix to Blade Runner ? Beyond that, how prominent is the fear of automation taking jobs from humans? Evidently, it has been a very real thing, ever since the Luddites first destroyed textile mills in early 19th century England.

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29 leaders share the best ways to increase customer lifetime value

Callminer

We asked a group of industry leaders, “What's the best way to increase customer lifetime value?” Read this blog to learn their insights and best practices.

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Built for you: Two-way SMS, a next-generation Inbox, smarter bots, and more

Intercom, Inc.

We started off the summer with a bang – hosting the Summer 2022 edition of New at Intercom and announcing three huge new product releases: SMS , the next-generation Inbox , and Custom Actions and Custom Objects in bots. If you joined us for New at Intercom last month, you may already have some idea of what’s in store on Built For You this month, (but if not, you can watch it on-demand here ).

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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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Customer outcomes – A business model transformed

Adrian Swinscoe

This is a guest post by Johan Treutiger, Åsa Ahlgren, Erik Thure, and Erik Tengblad of Arthur D. Little. Over the past five years, organizations across […]. The post Customer outcomes – A business model transformed first appeared on Adrian Swinscoe.

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As Brick & Mortar Retail Bounces Back Where Does The Future Lie?

Beyond Philosophy

The Future of Brick and Mortar. One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving. We had a pickle about the future of brick-and-mortar after the pandemic that I thought I would share with you, too. Here’s what Bjorn had to say: Hello, Ryan and Colin, and thanks for a great show.

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Intercom’s product principles: How connected, modular systems help us to focus on important decisions

Intercom, Inc.

When I joined Intercom eight years ago, I knew nothing about system design. I designed and presented my ideas using high-fidelity mockups. They were quick to put together, and so I assumed that even wireframes were a waste of time, let alone system design diagrams. This is the second post in a series exploring our product principles. Here, Gustavs discusses our design principle of “Connected, Modular Systems”.

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How to Calculate Schedule Adherence in the Call Center

Fonolo

Scheduling is vital to any call center leader’s job – down to the last break. We all know the ramifications: if you’re short an agent at peak time, your customers will feel the brunt of long waiting times. If you are looking to improve call center agent productivity and optimize your contact center operations , you must learn how to calculate call center schedule adherence.

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It’s Time to Shift Right

Totango

It may sound counterintuitive to say that now, in these times of economic uncertainty, is the time to invest and not to cut back. But in fact, you should be investing now more than ever in customer success. In order to protect your core business, which is your current customer base, you need to be making the necessary changes to keep up with delivery and communication of value to your customers.

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3 Types of Survey Charts to Visualize Data & Business Trends

Zonka Feedback

Carrying out a survey within your organization enables you to keep track of your business progress and the milestones you have attained within a particular time frame. Also, surveys play a crucial role in helping you monitor closely and get feedback from the people who matter most to your business. When doing a survey, the data and the findings you generate need to be presented to the respective individuals who need to understand the business's environment.

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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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On the Value of Reading for Writing

Conversation Agent

The pause should not surprise you. It was time to reassemble. I'm reading In the Margins, and realizing how much harder it is to write as a woman. Most of my ideas are original. I do write from a multiplicity of egos as Virginia Woolf suggested. But I haven't tried my hand at fiction, yet. I wonder what would have happened if I had adopted an elusive and enigmatic persona like Elena Ferrante.

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How to Build a Chatbot in 8 Steps without Coding

Comm100

As organizations look to expand their digital customer engagement offering, chatbots are becoming more and more commonplace. Compared to traditional support, chatbots deliver faster, more available support, all while cutting costs and retaining high customer satisfaction (CSAT). Research shows that 45% of users already prefer chatbots as the primary mode of customer service communication. .

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The Customer Success Playbook: How to Survive and Thrive During an Economic Downturn

Totango

In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift. As a customer success leader, it’s important to ensure resources are focused on delivering value and creating exceptional customer experiences, while also keenly identifying any potential opportunities for revenue and expansion.

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Why Prioritizing B2B Customer Experience Matters?

Zonka Feedback

When you think about the importance of customer experience, you could be forgiven for your mind wandering to the B2C environment. After all, customer experience and satisfaction have long been one of the top priorities for B2C businesses, yet it’s only now that B2B businesses are catching up. But let’s consider just a couple of things here; firstly, your customers are your business.

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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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Creating a Customer Loyalty Program? Get Started in 5 Steps.

ClientSuccess

As CSMs, finding new and creative ways to engage with customers is not always easy. And as customer success leaders, it’s even harder to develop programs and processes to give your team the freedom and flexibility to engage with customers in this way. . Often used to open the door to these more unique customer experiences, customer loyalty programs can be an excellent idea for CSMs and team leaders alike to delve into some of these new ways to connect and engage with customers.

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Amazing Business Radio: Matthew Holman

Shep Hyken

Earning Customers for Life. How to Prevent Your Customers from Shopping Your Competition. Shep Hyken interviews Matthew Holman, head of growth at QPilot , an eCommerce software company that makes subscriptions more flexible for brands and customers. He shares how subscription models can shape the customer experience to meet the changing needs of their customers.

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What is the future of bricks-and-mortar retail?

MyCustomer Experience

WOne of the features of The Intuitive Customer podcast is "I'm in a Pickle," where listeners come to us with business problems that they. 7th Jul 2022. By Colin Shaw Founder & CEO.

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Top Call Routing Strategies to Improve Customer Experience

Hodusoft

Top Call Routing Strategies to Improve Customer Experience An exceptional customer experience is critical to a business’ immediate and long-term success. Today, 83% of customers expect to engage with someone when contacting a business. While meeting these expectations every time might be impossible, enhanced call routing strategies will get call or contact centers close to increasing customer satisfaction.

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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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The Contact Center and Back-Office Automation Opportunity

DMG Consulting

The Contact Center and Back-Office Automation Opportunity. DMG estimates that 50% of the activities performed by a customer service agent while handling a call can be automated. (The situation is different for digital interactions, but there are still plenty of savings to be had.) Another way of saying this is that the average handle time (AHT) of customer service calls in most contact centers can be cut in half, with the right technology.

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When Your Company Becomes a Verb

Shep Hyken

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. The levels advance from Unacceptable to Basic to Good to World Class to Trademark. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back.

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CX job vacancy of the week: Air Canada

MyCustomer Experience

CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 5th Jul 2022. By Rhys Fisher Staff Writer.

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EVERYTHING YOU SHOULD KNOW ABOUT WHATSAPP CLOUD API?

Ameyo Callversations

What is API? Application Programming Interface (API) is a software interface that offers communication services between two or more computer programs, software, and applications. It executes such interactions in the form of requests and responses. A request from one application to another results in getting an appropriate response. What is WhatsApp Cloud API?

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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

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7 Tips for writing customer satisfaction survey emails

Zonka Feedback

Nowadays, almost all businesses base their operations on the feedback they receive from their customers. Businesses tend to implement different strategies to collect customer feedback, like conducting personal interviews, creating focus groups, and collecting survey responses.

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5 Top Customer Service Articles of the Week 7-4-2022

Shep Hyken

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 7 Top AI Trends in Customer Service by Zendesk. (EnterpriseAI) Ever-evolving technology is constantly changing how customer service is done.

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Ensure a successful outsourced contact centre

MyCustomer Experience

ESetting the Scene for a Successful Outsourced Implementation Picture yourself on the other side of the arduous RFP process (woohoo!) with. 7th Jul 2022. By BlueOceanContactCenters.

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Improving Customer Feedback with Conversational AI Technology

Ameyo Callversations

Present-day organizations look forward to utilizing every opportunity to interact with their target customers and learn more about their experiences. They spend millions of dollars in setting up email campaigns, review sites, and website analytics just to know what their customers think of the products/services they offer. The best part is – all of this is done for a good reason.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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New research suggests customers want more than just low prices

The Customer Service Blog

New research suggests that 6 out of 10 consumers think that low prices will become more important to them when choosing where to shop and what to buy in the next two years. But according to the Institute of Customer Service (who carried out the research) companies need to offer more than just discounts in order to keep their customers. In their survey of 10,000 people, a third of those asked said that they were prepared to pay more for good customer service.

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Top In-App Feedback Tools for Product Managers

Zonka Feedback

More than 6 billion smartphone users are part of the mobile app ecosystem which is expanding at a CAGR of 11.5%. Your mobile app is just one of 2.87 million Android apps and/or 1.96 million iOS apps. And what will set you apart will be - the customer experience users have on your mobile app, and that's why It isn’t a surprise that almost every successful app today collects in-app feedback from its users.

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Ensuring a successful outsourced implementation

MyCustomer Experience

ESetting the Scene for a Successful Outsourced Implementation Picture yourself on the other side of the arduous RFP process (woohoo!) with. 7th Jul 2022. By BlueOceanContactCenters.

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Is Hyper-Personalization a Good or a Bad Tactic for Customer Experience?

cxservice360

A report says that employers expect nearly 2 in 5 employees to work remotely at the end of 2021. While this may be a ray of hope for employees going back to the physical workspace, the reality on the ground does not favour this view. When the world was thinking that the battle against coronavirus. Read more. The post Is Hyper-Personalization a Good or a Bad Tactic for Customer Experience?

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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.