Callminer
OCTOBER 6, 2020
Read this blog to see how customers rate CallMiner across speech analytics, contact center operations and quality of support on G2.
Intercom, Inc.
OCTOBER 6, 2020
Our work lives are riddled with anxieties. Many of them are natural and fleeting, and we deal with them. One that can haunt people, however, is impostor syndrome. The belief that we are a fraud, doubting our accomplishments and talents. “If you’re anxious about your abilities a lot of the time anyway, you’re 1,000x more so when performance review period comes around” Each year (twice a year in my case), that feeling is amplified considerably by the dreaded performance rev
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Win the Customer
OCTOBER 6, 2020
Customer service is one of the most important things to get right as a business – these moments of interaction with customers and clients leave a long lasting impression in individual hearts and minds. The sum total of these impressions is incredibly important to how your brand is perceived, and as people become more outspoken than ever on digital platforms, that counts.
Shaun Belding
OCTOBER 8, 2020
Customer Service & Having Fun Customer service is all about how well we are able to connect with our customers.To boil it down to its essence -do your customers like you? It’s more important than you may think. The truth is, customers will forgive a lot of things that go sideways if they like us. […].
Advertisement
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.
Callminer
OCTOBER 5, 2020
Read this article to learn the most overlooked obstacles for organizations when it comes to AI ethics and AI bias.
Intercom, Inc.
OCTOBER 8, 2020
Freemium’s a great way to acquire lots of customers relatively quickly and easily, but the job of converting them to using a paid product is where the rubber meets the road. And the challenge is a lot harder in an enterprise context, where the buyer and the user aren’t necessarily one and the same person. Many businesses struggle to strike a balance between freemium’s light-touch customer engagement with the more involved enterprise sales process.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Taylor Reach Group
OCTOBER 7, 2020
By Peg Ayers. I once sat in on a conversation between the Director of Human Resources (HR) and a Contact Center Manager who was losing his job as part of a reduction in force. The HR guy went on at length about how bad he felt about this, and how much he regretted having to do it, to the point where the manager being terminated finally said, “Could you just fire me and be done?”.
Callminer
OCTOBER 7, 2020
This article outlines 25 key contact center interactions and judgments AI cannot handle as well as humans can.
Intercom, Inc.
OCTOBER 7, 2020
In the not-too-distant past, customer support was seen as a hassle, a cost that had to be borne but which was really just a tax on success. If it wasn’t for those pesky customers with problems, profits would be through the roof, right? There is no escaping the fact that supporting your customers costs money. But with customers expecting faster and more personalized experiences, providing great conversational customer support is no longer optional – it’s essential to business survival. “Sup
Fonolo
OCTOBER 6, 2020
You probably don’t realize it, but your employees are losing you customers right now. And that’s because your employees don’t just impact customer perception — they’re the driving factor. If you don’t acknowledge this, your business will perpetually struggle. Here’s how your employees affect the way customers perceive your brand.
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.
Myra Golden Media
OCTOBER 9, 2020
Getting customers to accept your word as final comes down to two things: A strategic framework and confidence. In this video, I walk you through four steps that put you in confident control and position you to move the conversation to closure. Here are the four steps: Be clear Acknowledge concern Manage expectations Guide to next steps. Grab your slides from this video for quick reference to the four tips.
Heart of the Customer
OCTOBER 3, 2020
There’s no doubt about it – culture change is sexy. So sexy, that it’s where most customer experience programs focus. But starting with culture is putting the cart before the horse. And we all know you’re not going to get anywhere that way. In this final post in my CX-focused series on applying John Kotter’s 8 Steps […]. The post Culture Is the Cart, Change Is the Horse appeared first on Heart of the Customer.
Totango
OCTOBER 6, 2020
Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals. Customer support is reactive and acts as a resource for clients to use when they encounter specific technical issues and need help. .
Kate Nasser
OCTOBER 4, 2020
National Customer Service Week: Power up people skills civility & empathy for excellence. Kate Nasser The People Skills Coach™, Author, Leading Morale. The post People Skills Civility & Empathy – Power Up This Duo | #CustServ #Leadership appeared first on KateNasser.com.
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.
DMG Consulting
OCTOBER 9, 2020
Question: What is predictive analytics and how is it being used in contact centers? Answer: Predictive analytics is playing an increasingly vital role in contact centers. It is an artificial intelligence (AI)-based capability that utilizes data mining, statistical techniques and machine learning to identify relationships, patterns and trends. Based on the captured data, a predictive model can be built to anticipate the likelihood or probability of future events, behaviors or occurrences, as well
TeamSupport
OCTOBER 5, 2020
As many companies are aware, in 1992 the U.S. Congress declared the first full week in October “ National Customer Service Week.” It is now an event celebrated worldwide. It is a week many companies use to say thanks, encourage, express gratitude, and show their appreciation for their customer service employees. This year’s theme is particularly significant, Ignite a CX Celebration !
Steven Van Belleghem
OCTOBER 7, 2020
Ørsted. “Business as usual is not going to be enough. We must act now.”, concluded Ørsted CEO Henrik Poulsen when he addressed the world leaders at the United Nations Climate Action Summit. And they most certainly did. A decade ago, Ørsted was one of the most fossil fuel intensive energy companies in Europe and then they decided to completely reinvent themselves into a global green renewable energy provider.
Zonka Feedback
OCTOBER 6, 2020
83% of online respondents say they trust the recommendations of friends and family. This figure itself speaks volumes about the significance of the Net Promoter Score (NPS). Measuring the NPS helps you to improve your business and ensure a level ahead of customer experience & satisfaction.
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?
Kate Nasser
OCTOBER 6, 2020
Prevent conversation derailment is Twitter global #PeopleSkillsChat topic Sunday Oct. 11th 10am EDT. JOIN host Kate Nasser, The People Skills Coach™ to share your experience and perspective. The post Prevent Conversation Derailment: JOIN Global #PeopleSkillsChat Oct. 11th 10amEDT appeared first on KateNasser.com.
Beyond Philosophy
OCTOBER 6, 2020
The 5 Rules for Driving Down Costs Without Affecting Customers. A lot of Behavioral Science can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. If you are like most businesses in 2020, you are facing a very different year for your bottom-line performance, and in many cases, it’s not a good kind of different.
Win the Customer
OCTOBER 6, 2020
Being a boss is so much more than pouring over reports. Your responsibilities exceed just making schedules and conducting meetings. How you manage your people is a huge contributor to your success. . As a leader, your employees are your most valuable asset. They can make or break your career growth and achieve your goals. Encouraging them to succeed and helping them grow is a huge part of their development.
Myra Golden Media
OCTOBER 5, 2020
I’m so excited to kick off Customer Service Week with a free soft skills training course! I’ve partnered with Genesys to position Customer Service Representatives to deliver the best possible customer experience and redirect interactions with challenging customers. Take the free training here! Complete all modules my 30-minute course and get your certificate!
Advertisement
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
Kate Nasser
OCTOBER 4, 2020
National Customer Service Week: Power up people skills civility & empathy for excellence. Kate Nasser The People Skills Coach™, Author, Leading Morale. The post People Skills Civility & Empathy – Power Up This Duo | #CustServ #Leadership appeared first on KateNasser.com.
Totango
OCTOBER 8, 2020
Customer retention is the continuation of a valued service. Like the binge-worthy series that demands one more late-night episode after another, when things are going well in business no one wants to interrupt the experience. So, what happens when external forces threaten that flow? The answer is you must be flexible, proactive, and prepared to learn within a changing environment.
TeamSupport
OCTOBER 8, 2020
In November of this year, CIO Review will feature TeamSupport as a Top 20 CRM Solution. The editors sat down with TeamSupport co-founder and COO, Eric Harrington, to talk about customer support in the time of COVID and building strong customer relationships in Part 1 of this series, and current trends and the future of B2B customer support in Part 2.
Hodusoft
OCTOBER 9, 2020
An auto dialer is a software system that automatically dials phone numbers based on defined criteria. It is one of the efficient solutions for outbound call centers that aids in improving productivity. An auto dialer only connects the call to the live agent once the phone is answered; hence agents can save their time for other important work. If you are not using an autodialer system you are missing the execution of proactive customer communication.
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
The Contact Company
OCTOBER 8, 2020
Customer contact methods aren’t one-size-fits-all. It’s important for brands to understand their demographics and to cater their experience to those who use that particular channel the most. For example, if […]. The post Preferred Customer Contact Methods by Generation appeared first on The Contact Company.
Confirmit
OCTOBER 7, 2020
Late last month, Confirmit kicked off the last few months of the year with our first ever, customer-only Toast and Talk event. What is a Toast and Talk, you ask? It’s only the greatest virtual networking and happy hour event, focused on topics relevant to our clients in customer experience and Market Research. And for those that wanted to make it a true happy hour we mailed them kits to make margaritas at home.
The DiJulius Group
OCTOBER 8, 2020
If you find yourself stuck in a habit that doesn’t serve you, whether in business or in life, here are three concepts that you can apply to help you steer yourself in the right direction. Chosen Suffering Chosen sufferings are things we choose to bring our way. They are the things we ask for. We. Read Full Article. The post 3 Ways to Get Yourself Out of a Slump and Change Direction appeared first on The DiJulius Group.
Hodusoft
OCTOBER 7, 2020
The new normal after COVID-19 brought innovative ways to boost business communication. Somehow the pandemic has brought lasting change for the customer engagement through the contact center software. The businesses were promoted on the ongoing customer service through remote working and video conferencing. Moreover, many contact centers have not compromised in the business operation amid the pandemic.
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
Expert insights. Personalized for you.
345 
Let's personalize your content