Callminer
NOVEMBER 8, 2018
We recently published The CallMiner Index: Consumer Switching By Sector, The Reasons and The Impact of Call Centers and are hosting a webinar on November 13th to discuss the numerous findings. In addition we will discuss how listening to your customers and using speech analytics can impact customer loyalty and your company’s bottom line. And this bottom line is adding up!
Fonolo
NOVEMBER 7, 2018
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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Beyond Philosophy
NOVEMBER 4, 2018
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.
Lumoa
NOVEMBER 7, 2018
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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Callminer
NOVEMBER 7, 2018
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.
Intercom, Inc.
NOVEMBER 6, 2018
When making a plan to hit their quota, most sales reps look at how much potential revenue they have in their pipeline. The larger your pipeline, the more revenue you’ll bring in. Right? Not so fast. Although focusing on the size of your pipeline is a good starting point, it ignores a whole host of other factors that are equally important, including the average value of the deals and how many of them will actually be won.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Intercom
NOVEMBER 5, 2018
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.
Callminer
NOVEMBER 5, 2018
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.
Intercom, Inc.
NOVEMBER 5, 2018
While a personalized approach is key to delivering engaging and positive customer experiences, it can be challenging to maintain the personal touch at scale. At Intercom, we know it’s important to find the right balance and we’re working hard to help our customers do just that. In the past month, we have released seven new features to help you deliver more personal experiences at scale through both intelligent automation and a data-driven understanding of your customers.
Beyond Philosophy
NOVEMBER 9, 2018
We all know the retail landscape is changing. But what should it be changing to? What are the opportunities and problems? Colin and Ryan interview Amit Sharma, CEO of Narvar, about how retailers can create emotional connections with shoppers in a technology-driven world. Colin will reveal how you can benchmark your organization performance against other companies to determine how you are doing in the new world of behavioral economics and customer experience.
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.
Customer Service Life
NOVEMBER 5, 2018
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.
Callminer
NOVEMBER 4, 2018
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.
C3Centricity
NOVEMBER 5, 2018
I remember reading an article in the Financial Times a couple of years ago, that challenged companies to search for a new style of marketer. They weren’t speaking about the current need for marketers to be both creative and comfortable with data. They were referring to the growing need for marketers to stand up to the challenge of taking local brands global.
Heart of the Customer
NOVEMBER 8, 2018
Last month we celebrated Heart of the Customer’s 5th year anniversary. The team got together to share where we are, discuss best practices, plan for the future, and—most importantly—to celebrate! We were also grateful to have Angelica Bonacci from Allianz come to tell us about the ways her organization is using our work to drive […]. The post Reflections after Five Years of Journey Mapping appeared first on Heart of the Customer.
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.
Customer Service Life
NOVEMBER 5, 2018
This article was originally published on the FCR blog on October 8, 2018. Click here to read the original post and to see a video discussing this content. When you picture customer service training, what key elements come to mind? Some of these elements likely include classroom training with an instructor, watching videos and extensive slide decks, time spent in front of a computer reading documentation and knowledge articles, testing the product or service, and shadowing experienced agents.
Callminer
NOVEMBER 6, 2018
If you see a business contact for the first time in months and they appear not to be interested in what you have to say, your desire to meet them again is likely to be low. If they also appear keen to move on to their next meeting rather than listen to you, then you’re unlikely to want to invest in that relationship. This is the same reaction that customers will have after a bad experience with your call center.
Beyond Philosophy
NOVEMBER 4, 2018
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.
Taylor Reach Group
NOVEMBER 9, 2018
This is a position we’re sharing for a Taylor Reach client. While we’re not recruiters, we’re always happy to help our clients reach out to locate amazing candidates for open positions. SUMMARY. The Director of Community Information plans and implements contact/call center strategies and operations; improving ROI, company performance, customer experience, processes and systems while contributing to the sales goals of the company.
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?
Chip Bell
NOVEMBER 6, 2018
Two weeks ago I visited my long-term friend, Karen, in the Novant Health hospital near Charlotte in critical condition. Mounted on the wall near the couch in her hospital room where my wife and I sat for several hours was a courtesy charging station for cell phones. It had a cord for every conceivable phone on the planet and a shelf to lay your phone while it was being charged.
The DiJulius Group
NOVEMBER 7, 2018
The DiJulius Group held our annual Customer Service Revolution October 24th and 25th in Cleveland, Ohio. It has grown into the #1 Customer Service conference with a community of 700 extremely passionate revolutionaries, from all over the world, looking to create brands customers cannot live without and make price irrelevant. This year was The DiJulius Group’s 10th conference with the highest ratings ever.
Customer Bliss
NOVEMBER 6, 2018
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. The following is a lightly edited transcript of the video below. In today’s video, I want to talk about telling customer stories by introducing applied anthropology and ethnography into your listening strategy, and most importantly,
Fonolo
NOVEMBER 6, 2018
Everyone involved in customer service wants to understand consumer channel preference. Otherwise, how can you allocate resources between phone, email, chat, SMS messaging and social channels? So, we’re all involved in a little anthropology project. In my best David Attenborough voice: “Let’s observe this 35 year-old male as he wishes to find out why his order is late.”.
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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
Steven Van Belleghem
NOVEMBER 5, 2018
There are three major customer benefits that will change the customer experience for the good.The first one of these customer benefits is what I call “Faster-than-real-time Customer Service.” Once AI has sufficient contextual awareness, it’s going to start to anticipate, rather than just react to, customer needs. The second big customer benefit is going to center on the hyper-personalization of services customers receive.
TeamSupport
NOVEMBER 9, 2018
There are A LOT of features available for companies to choose from when deciding what’s important in their Business to Business (B2B) customer support software solution. We made this list to help companies think about the key features these solutions offer and their value. Without further ado, here’s our list of 20 essential features in a B2B customer support system: Customer AND contact tracking – B2C software only tracks at the contact level, so make sure you also track at the company level to
Customer Bliss
NOVEMBER 8, 2018
Do you put the needs of your customers first and focus on the value you provide them? Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first Chief Customer Officer at Rigor , a SaaS company. In this conversation, Francis and I chat about the importance of putting yourself in your customers’ shows in order to earn your right to customer-driven growth. .
ClientSuccess
NOVEMBER 7, 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.
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
Steven Van Belleghem
NOVEMBER 5, 2018
I do a lot of business travel, as you might imagine. And I’ve seen and experienced a lot of business hotels around the world. To be quite honest, most of them look and feel rather the same, and I have a hard time differentiating them from each other. But this one time really stood out to me. As I was checking in, a member of the staff came over, welcomed me by name and offered me a glass of orange juice.
Comm100
NOVEMBER 8, 2018
Top Types of Customer Communication Channels. Customers are the lifeblood of your business, so it makes sense that they should also be the motivating factor behind any major business decisions. Adding a new customer communication channel can seem like great business sense, either to embrace a new section of customers, or deflect from other channels.
UJET
NOVEMBER 9, 2018
Automation is how you take an exceptional customer experience and make it scalable.
ClientSuccess
NOVEMBER 7, 2018
We at ClientSuccess are passionate about customer success. It runs in our veins and we know that customer growth is the key to building a world-class and profitability SaaS business. Our mission is help you and your customer success team build relationships that last with your clients through human and data driven insights that help you execute the right customer actions (human or automated) at the right times to drive measurable results.
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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