Intercom, Inc.
MARCH 3, 2020
We know it’s hard to apply and interview for a new job. So if you’re considering a design job at Intercom , we won’t make it harder by forcing you to read our minds or guess about what we value. Instead, we’ll tell you exactly what we look for – and why it matters to us. When you interview for a design job, the process is usually mysterious: did you say the right things?
Callminer
MARCH 5, 2020
We reached out to a panel of hiring managers to find out which interview questions are most useful when interviewing for customer service managers.
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Beyond Philosophy
MARCH 2, 2020
We have all been in line or on hold for customer service , waiting for a company to get back to us. We tap our toes and roll our eyes as we wait. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. Or are they? Last February, the Harvard Business Review (HBR) published, “ Why is Customer Service so Bad?
Uniphore
MARCH 5, 2020
By definition, a crisis means there’s no time to plan. Even top teams fail to understand what it takes to plan for disruption. That’s why so many businesses were caught flat-footed during this recent coronavirus outbreak. Read More.
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Navedas
MARCH 4, 2020
International Women’s Day is March 8th, a prime time to check in with how far we have come in female CX with buying power, challenges and CX solutions. The post Female CX: Buying Power, Challenges and Solutions – The Now is Female appeared first on Navedas.
Callminer
MARCH 1, 2020
Time to reflect, as this time last week we held the first event of this years’ LISTEN World Tour in central London, to great success.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Uniphore
MARCH 3, 2020
As businesses grapple with the economic impact of this latest health scare, customer call centers are dealing with the people side of things. Customers are anxious; call volume is high. Read More.
Taylor Reach Group
MARCH 6, 2020
By Colin Taylor. We certainly are living in interesting times. This is unquestionably the best time to ever have lived as a human being; not so good for other species perhaps. Yet we are regularly faced with new issues and challenges that can impact both our personal and business lives. The current challenge is how we prepare for, yet hope to avoid, COVID-19, the novel coronavirus that is rapidly approaching pandemic status.
Callminer
MARCH 1, 2020
Here are some tips and ideas that you can implement today to directly improve the first call resolution rate in your contact center.
Fonolo
MARCH 6, 2020
These days, the odds are pretty high that a business will have a presence on social media, interacting with customers and promoting their product. If you are just getting started or you haven’t considered how you can use social media to benefit your business, it’s time. A lot of consumers use social media platforms to engage with brands because it’s faster than sending mail and calling someone on the phone.
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.
Uniphore
MARCH 2, 2020
We see this every day. The push/pull between technology and human emotional intelligence. The IT department may run the systems, but it’s the CEO who’s responsible to stakeholders -- all stakeholders. We must remember technology is a tool that should improve, enhance, reduce something related to people. Read More.
The DiJulius Group
MARCH 4, 2020
1. Customer Service Feature Story It Is Time To Recession Proof Your Business I am probably one of the few business owners that actually like a recession, in some cases, prefer it over a booming economy. I know that may sound crazy, but when you really consider the advantages and disadvantages of both a great. Read Full Article. The post It Is Time To Recession Proof Your Business appeared first on The DiJulius Group.
Customers That Stick
MARCH 5, 2020
In this One Win Book Review, we take a look at The Effortless Experience by Matthew Dixon, Nick Toman, and Rick DeLisi. Check out the video below to hear Adam’s one win that you can take away from The Effortless Experience to improve your organization’s customer experience and customer service. About The Effortless Experience. FROM THE PUBLISHER: The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it.
Fonolo
MARCH 4, 2020
“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. I sat down in conversation with Sidhu at the tail-end of 2019, the year that his team took home the prestigious Customer Obsessed Award from the Customer Service Professionals Network (CSPN) annual conference
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.
Heart of the Customer
MARCH 5, 2020
I remember the joy of getting a new Lego set as a kid, and I see the same joy in my kids now, when they do. It’s hard to contain the temptation to rip the box open, dump the pieces out, and start building. Inevitably, I’d end up with something that kinda sorta looked like […]. The post Make the Most of Your CX Toys – er, Tools appeared first on Heart of the Customer.
Totango
MARCH 6, 2020
Voice of the Customer best practices turns words into action. The feedback your VoC efforts provide are the unique perspective of your own customers, and the actions you take based on that feedback add value to their experience. Today’s on-demand, subscription-dominated marketplace requires that enterprises pay closer attention to what their customers want from their products—and there’s no clearer indication than their own words.
Customers That Stick
MARCH 3, 2020
Do our customers have hot buttons? Types of interactions that immediately trigger a negative emotional reaction? When I ask these questions in our customer service trainings , the answer is always YES. However, we often tend to thing of these triggers as individual. But this is only one type of trigger. Each person has their own triggers that set them off, and one of the most important things we can do in customer experience is learn about our customers, what their preferences are, what drives t
DMG Consulting
MARCH 1, 2020
Voice Self-Service Has Become More Popular—and It’s About to Get Much Better. 2/7/2020. By Donna Fluss. View this document on the publisher’s website. F or decades, interactive voice response (IVR) systems, including those that were speech-enabled, were greatly disliked by users, even as adoption continued to grow. Some might say adoption grew because live agent support wasn’t much better and that using an IVR didn’t require waiting on hold, so it became a convenient habit.
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?
C3Centricity
MARCH 2, 2020
I’ve been involved in hundreds of successful project management initiatives over my career. I’ve been the leader, sponsor or team member, which means that each time I had different responsibilities. What they all had in common was the desire to get the project approved quickly and easily, with the right resources of people, time and money. There are many reasons why projects fail and I’ve experienced many of them over my career!
Totango
MARCH 3, 2020
Attracting new customers is always cause for celebration, but in today’s customer-centric economy, it is not enough to bring in fresh faces. You need to justify your existence to customers at every step, including during onboarding. Once new customers are onboarded, you need to retain them. The real CS works starts post-customer acquisition. As an organization, you need to constantly ensure that customers’ desired outcomes and objectives are met, and that they’re getting something out of your pr
Customers That Stick
MARCH 6, 2020
Yes, you should absolutely send a cover letter. Why? Because today, so many other people aren’t. It makes you stand out. It shows you’re professional. It shows you’re willing to go the extra mile. That’s what customer service is about, being willing to go the extra mile for customers. If somebody is not willing to do that for their own career, a hiring manager is going to assume that they are not going to do it for customers.
TeamSupport
MARCH 6, 2020
As a customer, hearing the answer “go read this self-service article” from a support agent can be a frustrating experience. So many companies do self-service poorly that this type of response can feel like the agent is brushing the customer aside to focus on another issue. However, a great self-service experience can change this feeling of being ignored to one of feeling satisfied and empowered.
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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
ModSquad
MARCH 5, 2020
Live chat is more than just a customer service trend, it’s a pillar of business communication. It’s typically the best way for an online customer to get immediate help when they have a question or problem. Emails can take hours to answer, but chat is an ongoing, trackable conversation with file-sharing and linking capabilities. In fact, three quarters of consumers select live chat as their preferred communication method, and 42% expect to see it on their favorite brand’s site.
Totango
MARCH 3, 2020
Hi, When we started our winter release journey to Jasper, I mentioned we would have lots of surprises in store. Today we have more exciting news for you! Outcome SuccessPlans & Customer Portal. You can now manage long-term plans for your accounts using the Plan tab in the account profile, benefiting both your internal team and your customers. This enables you to document objectives and the SuccessPlays and tasks driving them for your customers, giving your entire team visibility and the abi
Customers That Stick
MARCH 4, 2020
The data is in and customer experience leads to all sorts of favorable outcomes. Companies that deliver superior experiences have been found to have better employee engagement, better retention, better profitability, and even higher stock market valuations than their competitors. If we’re talking about customer service specifically, as opposed to customer experience, it is important because it is one of the most important and crucial aspects of customer experience.
Chip Bell
MARCH 3, 2020
I was driving from Portland to Corvallis, Oregon, to deliver a keynote. It was early morning with light snow. In the distance, I could see that all four lanes of traffic had stopped. I assumed it was a car wreck. I was pleasantly surprised. A mother doe and her two fawns were slowly crossing the freeway. They had found a break in the fencing and took a shortcut.
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
ModSquad
MARCH 5, 2020
Live chat is more than just a customer service trend, it’s a pillar of business communication. It’s typically the best way for an online customer to get immediate help when they have a question or problem. Emails can take hours to answer, but chat is an ongoing, trackable conversation with file-sharing and linking capabilities. In fact, three quarters of consumers select live chat as their preferred communication method, and 42% expect to see it on their favorite brand’s site.
CallCare
MARCH 4, 2020
Clearing. It’s an incredibly important and potentially stressful time for students, and for you too. Are you confident that when the time comes, you can give students the quality experience that they expect? The pressure which is put on universities when it comes to clearing is substantial. It’s important that during this period, you are able to continue to provide potential students with the quality of interaction they expect and that you promised to deliver.
Steven Van Belleghem
MARCH 2, 2020
What exactly is 5G? 5G is the next generation of mobile internet connection. The first generation of mobile technology, 1G, was about voice while 2G introduced texting features. 3G, then, provided the essential network speeds for internet-drivensmartphones. And 4G, with its faster data-transfer rates, gave rise to many of the connected devices and services that we enjoy today.
SugarCRM
MARCH 1, 2020
“We have finally done it! We attended meetings, toiled over designs, and delivered a new process that is going to streamline our operations while simultaneously improving our customer experience. We just need the team to adopt it, so we would like you all to…read this memo! Even better, the memo outlines the painstaking nuances to remember every day for the rest of your employment, or until we change the process again with a new memo, which we will.
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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