Callminer
MAY 10, 2020
A panel of management professionals addresses the best way for customer service / experience managers to handle a disgruntled employee.
Beyond Philosophy
MAY 14, 2020
Influence and persuasion are critical skills for salespeople. However, they are also crucial for fostering customer-driven growth in your organization. In this issue of Why Customers Buy, we are going to discuss the six fundamental principles of how to influence people, and you might be surprised by what you discover. We spoke to Brian Ahearn, CMCT®, who is the Chief Influence Officer at Influence People in a recent podcast.
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Taylor Reach Group
MAY 14, 2020
‘ By Peg Ayers. If you had a way to increase sales by 20%, be 21% more profitable and increase your customer satisfaction scores by 10%, would you do it? How about improving employee retention by 24-59%, lowering absenteeism by 41% and increasing productivity by 17%? According to the Gallup Organization, you could do all this and more by making your way to the top quartile of employee engagement.
Intercom, Inc.
MAY 14, 2020
“Home is where the heart is,” as the saying goes. And for now, it’s where you’ll find the office and school and the shops and concerts, too. H.O.M.E. is a special four-part series on Inside Intercom that explores how people across many industries and countries are managing to persevere with the help of technology. When it’s all said and done, we’ll have covered the following themes: H ealth and wellness – how are people staying healthy in mind and body?
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Callminer
MAY 11, 2020
When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied.
Beyond Philosophy
MAY 9, 2020
General Show Notes: Practical Advice on How to Influence People: 6 Key Principles. Many years ago, Robert Cialdini introduced the principles of influence. Today they are crucial skills for salespeople worldwide. They are also foundational to your Customer Experience. If you enrich your experience with these principles, which include things like learning to genuinely like other people and encouraging a favorable environment for reciprocity by your sincere generosity, you can benefit your bottom l
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, Inc.
MAY 13, 2020
“We’re seeing a big motion across all businesses on how an amazing customer service experience drives loyalty overall.”. That’s Tom Ronen, Head of Customer Success for monday.com , on a topic that’s been on many of our minds lately: retention. We sat down with Tom and Kaitlin Pettersen, our Global Director of Customer Support, in a recent webinar that focused on how support teams can increase retention and reduce churn among their customers right now.
Callminer
MAY 12, 2020
Call centers around the world are faced with the ever-intensifying challenge of meeting consumers’ expectations. As calls flood the lines during peak periods, such centers need powerful tool sets to handle them all. Call center software offers a wide variety of optimizations for such organizations to choose from; however, paralysis by analysis can keep company leadership from giving the best options a green light.
Win the Customer
MAY 12, 2020
O utsourcing call center activities to a third party vendor lets you expand your service capabilities to more customers on to deliver exceptional experiences on behalf of your brand name. Let’s say you facing a customer on epoch for summarizing the list of benefits gathered from the business on the days go. In such a business, it is quite a daunting task to match up the level of requirement as per the customer’s expectations.
Kerry Bodine
MAY 11, 2020
As cities and countries around the world grapple with plans to reopen, we’re all wondering what our “new normal” will look like — both personally and professionally. But if you’re reading this post, you don’t have the luxury of sitting on the sidelines and watching it unfold. To succeed throughout the rest of the pandemic and whatever comes next, you need to proactively develop a customer experience strategy that will serve both your customers and your business.
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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.
PeopleMetrics
MAY 13, 2020
As the world of work continues to change in the face of the COVID-19 pandemic, communication skills are increasingly seen as the crucial glue that holds a company together. Working remotely , uncertainty in the workplace and disconnection from colleagues mean that communication in the workplace must be more effective than ever. But clear, effective top-down employee communication isn’t enough.
Callminer
MAY 11, 2020
Here are tips and best practices to simplify the call center software selection process, allowing you to choose excellent solutions without wasting time.
ProProfs
MAY 15, 2020
In the course of virtual training, your virtual audience may, at times, feel isolated due to the lack of real face-to-face contact. They should, however, realize that they are a part of a bigger team united by common learning & development goals. Components of quality e Learning programs such as virtual classrooms, chat , surveys , discussion forums, and video conferencing can make learning highly interactive.
Lumoa
MAY 11, 2020
As the business world changes at a rapid pace, companies must adapt to stay ahead of the competition. This shows the importance of a superior customer experience, as it not only drives revenue but also builds emotional connections with the brand. 83% of millennials and 85% of business buyers consider this a key factor in their purchasing decisions. In fact, more than half of customers have a strong emotional attachment to the businesses they regularly purchase from.
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.
The DiJulius Group
MAY 13, 2020
In times of adversity and change, we discover who we are and what we’re made of. As the saying goes, “Tough times don’t build character. They reveal it.” How you lead right now says so much about you as a leader. You have to set the tone for your entire organization. You have to be. Read Full Article. The post 003: How to Lead in a Crisis appeared first on The DiJulius Group.
Callminer
MAY 12, 2020
An investment in speech analytics technology is a big one. Here’s a look at everything you need to consider before you make your purchasing decision.
Fonolo
MAY 12, 2020
We speak with Laura Reinhold, Member Services Manager at Credit Union of Colorado, about growing up with a ‘heart to help’, breaking down barriers for customers, and the importance of being visible to your team. What’s your origin story? What path led to where you are now at the Credit Union of Colorado? I’ve worked in the credit union industry for the majority of my professional career.
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?
The DiJulius Group
MAY 13, 2020
1. Feature Article How to Create a Servant Leadership Culture By John DiJulius, Chief Revolution Officer I have had the good fortune to work with many great leaders of successful companies. One of the best of them is Admiral Thomas Lynch, who served in the US Navy for 31 years. He was also the captain. Read Full Article. The post How To Create A Servant Leadership Culture appeared first on The DiJulius Group.
Callminer
MAY 10, 2020
This infographic shares the four stories behind the 2020 US CallMiner Churn Index report.
Kerry Bodine
MAY 15, 2020
We’re in the midst of the most rapid change to human behavior that many of us will ever see. What you knew about your customers back in January just doesn’t apply now — and if you’ve got existing journey maps, they are officially out of date. Prior to the pandemic, my general advice for when organizations needed to update their journey maps went something like this: Think about this activity like you think about servicing your car.
Customer Bliss
MAY 12, 2020
During this time, I’ve been bringing together leaders who influence us all to share their wisdom in live conversations on LinkedIn and Twitter. Follow me on either platform to find out about my next live broadcast, join us, and ask your questions—we’ll answer them during the broadcast! I was honored to bring to you, our audience, a live conversation with the incredible Seth Godin , leadership guide for the ages, influential writer, and author of 19 books, for a candid conversation about what
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.
C3Centricity
MAY 11, 2020
By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? Read on for my own thoughts and perspectives on what should be a top company objective which results in proven business success. . I provide answers to the seven main reasons why companies fail to adopt a customer first strategy; which one are you struggling with today?
Callminer
MAY 10, 2020
This infographic shares the five stories behind the 2020 UK CallMiner Churn Index report.
Myra Golden Media
MAY 11, 2020
Work-life balance is already a challenge for most of us. And now working remotely, brings another level of challenge, as we try to set boundaries between work and life, and create routines that keep us both productive, and at peace. I’ve worked from home for nearly 20 years, and I’ve found some things that work at keeping me balanced. In this video, I’ll share with you 5 of my best practices for work/life balance in a remote environment.
TeamSupport
MAY 14, 2020
Does your company currently measure customer satisfaction? If so, how accurate and time consuming are your measurements? With so many different touchpoints factoring into customer satisfaction, from ticket response time to NPS (Net Promoter Score) and everything in between, getting actionable information in a timely way can be a challenge. This doesn’t mean you should take the easy way out when it comes to measuring customer satisfaction.
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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
Chip Bell
MAY 12, 2020
Pearl Harbor changed everything. The U.S. had managed to stay out of World War II for two years. It started in September 1939. But then, Japanese planes invaded Honolulu on December 7, 1941—a day that will live in infamy. Suddenly, the business of business became the business of war. During World War II, 17 million new civilian jobs were created, industrial productivity increased by 96 percent, and corporate profits after taxes doubled.
Confirmit
MAY 14, 2020
Surveys are valuable. They are, however, changing. The days of long, dry, boring surveys are over! Unfortunately, short surveys often aren’t enough to generate the depth of insight you need. In this webinar, Holly Carter, Confirmit’s Director of Product Marketing, will discuss ways you can find or supplement insights beyond the survey. We’ll discuss how: • To generate insights at every touch point. • To integrate transactional data and siloed data from other busines
The DiJulius Group
MAY 14, 2020
Look at the opportunities and the blessings many of us during this Coronavirus crisis. Here are some ideas to help you make the most out of your time today: Bond with your family. Have electronic-free windows of family time. Play games. Watch family videos from 5, 10, and 20 years ago. Show them your childhood. Read Full Article. The post Finding Opportunities in Adversity appeared first on The DiJulius Group.
TeamSupport
MAY 12, 2020
The final part in our three-part series on changing support software is all about the tactical aspects. In Part 1 and Part 2 , we discussed how to identify if your company needs to switch and how to choose the right solution if you do. Now, it’s time to get into actually making the switch happen so you can enable a support team with happy agents that serve happy customers--complete with rainbows and unicorns!
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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