Callminer
JULY 17, 2019
Our ongoing AI webinar series has been full of great audience questions on artificial intelligence, machine learning, and natural language processing.
Beyond Philosophy
JULY 16, 2019
I live in Sarasota, Florida, and recently, there have been some interesting changes to the public benches. Halfway along the seat, there are armrests. At first, I thought it was to make them more comfortable than they were without an armrest in the middle. However, I learned the armrests were there to dissuade the homeless population from sleeping on public benches.
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Fonolo
JULY 18, 2019
Core tenets of customer service are timeless: For example, “know your customer” is still as important today as it ever was. If you know your customer, you’ll know that consumer expectations have changed radically over the past decade, largely due to the development of new technologies. On-demand experiences provided by organizations like Uber and Amazon mean that efficiency and personalization are expected throughout all touchpoints of the customer experience.
Intercom, Inc.
JULY 18, 2019
So what’s the key to having happy developers? A joyful, transparent development experience. As we keep building out our own platform so teams can customize Intercom for their own needs, we’ve loved getting to know the great group of developers and partners building apps for our customers and for themselves. I head up platform partnerships here at Intercom so every day I’m thinking about ways we can support those developers and make it as easy as possible for them to build useful and valuable app
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Callminer
JULY 18, 2019
Our ongoing AI webinar series has been full of great audience questions on artificial intelligence, machine learning, and natural language processing. We wanted to highlight some from our most recent How to Use Topic Modeling to Extract Conversational Insights. If you missed any of the webinars, we are replaying them all during our Webinarstock virtual conference AI day, Wednesday, July 24th.
Heart of the Customer
JULY 17, 2019
ROI is the Holy Grail for customer experience (CX) programs – an elusive target that can validate your program and lead to greater influence. Unfortunately, focusing on that big goal can be overwhelming. So for today, let’s target our efforts a bit more modestly, focusing on gains made through making it easier to be your […]. The post Measuring “ROE” – Return on Ease appeared first on Heart of the Customer.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customers That Stick
JULY 18, 2019
In this One Win Book Review, we take a look at Thanks for Coming in Today by Charles Ryan Minton. Check out the video below to hear Adam’s one win that you can take away from Thanks for Coming in Today to improve your organization’s customer experience and customer service. About Thanks for Coming in Today. FROM THE PUBLISHER: By providing your customers and guests with an unforgettable experience, your business can build customer loyalty and gain an edge over your competition.
Taylor Reach Group
JULY 17, 2019
By JD Fairweather. “Hello! Please, don’t hang up. This is an important message from …” Click. Click. Actually, that clicking sound referenced in the opening sentence is an exaggeration as phones no longer “click” when you hang them up. But there is no exaggeration when I declare robocalls are a nuisance that may very well destroy the future of virtual agents and digital messaging.
Fonolo
JULY 17, 2019
Customer service has always been the lynchpin that determined success or failure in the hotel industry. Whether it’s housekeeping, restaurant and bar service, or events, members and stakeholders have always had to put customer service first to ensure the health of its bottom lines. With the emergence of Airbnb and its threat to hotel business, coupled with the evolution of technology and its role in the way guests enjoy their experiences, the industry is developing new customer service practices
The DiJulius Group
JULY 15, 2019
This guest article is brought to you by Mark C. Perna, speaker at the 2019 Customer Service Revolution. Apprenticeships, once considered an “old-fashioned” training pathway limited to very specific trades, are gaining ground today as a highly effective and efficient route to a rewarding career. According to a recent survey, 62 percent of Americans believe apprenticeships.
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.
DMG Consulting
JULY 16, 2019
The Advantages of Analytics-Enabled Quality Management. For most of the past 40 years, contact centers have performed quality management (QM) the same way. Calls are identified for evaluation from recordings, and then a QM specialist listens, assesses and completes a monitoring form for each of them. While traditional QM applications have been enhanced over the years, the QM process remains highly manual, even in the best of cases.
Totango
JULY 16, 2019
The digital transformation of business has created a customer-centered economy where customers seek short-term commitments and value choice, flexibility, and personalized service. This has irrevocably changed how enterprises need to approach customers. Instead of capturing the bulk of customer value at the initial sale, digital companies now rely on an ongoing process of renewal and upsell that can potentially continue for years.
Myra Golden Media
JULY 16, 2019
After I deliver a customized, engaging customer service workshop, I help my clients reinforce the main ideas. One way I do that is by teaming up with the company’s Quality Assurance team. When working with the quality people to help make sure employees apply the soft skills I teach them, I find six typical mistakes. Here are the Six Common Mistakes Almost Everyone Makes In Quality Monitoring In Contact Centers. 1.
Customer Bliss
JULY 19, 2019
This summer, I’m taking a bit of a break to prepare exciting new content for you, and in the meantime, I’m replaying a compilation of some snippets of conversations from past episodes. I know how much you all love when we get straight to the facts and tactics, so I think you’ll really appreciate the tips that come from CX leaders when they answer the question, “how did you assess the work that needs to be done?”.
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.
UJET
JULY 15, 2019
UJET’s Connor Sutton, Team Lead of Customer Success, participated in Destination CRM’s Digital Transformation: From Call Centers to Customer Engagement Centers webinar. His section discussed the need to intelligent automation and how customer support must look at mobile as a primary channel. According to Accenture , Millennials will account for 30 percent of total U.S. retail sales in 2020. 30% equals to an estimated $1.4 trillion annually in sales.
ProProfs
JULY 19, 2019
To get the right answer, you have to ask the right question. Many organizations still look at training such as induction training as a mere formality, done as a customary practice. This is a huge mistake on their part. Whether it is a corporate training or an eLearning program , it can never be a shot in the dark. As a business owner or instructor, you invest your time , energy, and money in organizing training and learning sessions.
Myra Golden Media
JULY 15, 2019
Are you designing or redesigning a Quality Monitoring Program for your organization right now? Need some guidance on how to develop and execute a quality program that is robust, fair, and that your employees buy-in to – and one that doesn’t make your supervisors need to sip wine just to get through a coaching discussion with employees? I have help for you.
SurveySensum
JULY 16, 2019
Every brand aspires to be the leading brand – not simply the one in the masses. Companies that leverage the power of innovation and artificial intelligence in listening and responding to customers, will be the next successful brands in the industry. On the contrary, traditional market surveys are no longer capable of providing real-time customer insights and demand manual efforts.
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?
UJET
JULY 16, 2019
UJET’s Connor Sutton, Team Lead of Customer Success, participated in Destination CRM’s Digital Transformation: From Call Centers to Customer Engagement Centers webinar. His section discussed the need to intelligent automation and how customer support must look at mobile as a primary channel.
Customer Bliss
JULY 16, 2019
In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. As a patient, we want health care to put us back together again when we’re just not right, to give us peace, to be cared for, with our dignity intact.
Chip Bell
JULY 16, 2019
My wife is an educator; actually, she is a graduate school professor of educational leadership. She recently mentioned a powerful quote by revered educator, author and speaker Nicholas Ferroni that got me thinking about customers. But, then, just about everything gets me thinking that way. “Students who are loved at home come to school to learn. Students who aren’t…come to school to be loved.
Totango
JULY 16, 2019
The digital transformation of business has created a customer-centered economy where customers seek short-term commitments and value choice, flexibility, and personalized service. This has irrevocably changed how enterprises need to approach customers. Instead of capturing the bulk of customer value at the initial sale, digital companies now rely on an ongoing process of renewal and upsell that can potentially continue for years.
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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
Qualtrics
JULY 19, 2019
How many people do you need to interview to get results representative of the target population with the level of confidence that you are willing to accept? Sample Size Calculator. Qualtrics offers a sample size calculator online that can help you determine your ideal survey sample size in seconds. Just put in the confidence level, population size, margin of error, and the perfect sample size is calculated for you.
ClientSuccess
JULY 16, 2019
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.
Hodusoft
JULY 19, 2019
There is one school of thought that says that if a thing is not broken why fix it but when it comes to technology, this can leave you stuck with older, inefficient and expensive systems. This holds true for PBX software. Businesses are satisfied with their legacy in-premises IP PBX software , not knowing that technology has marched ahead and that an upgrade is in order.
Confirmit
JULY 16, 2019
There’s still time to enter the 2019 Confirmit AIR awards. The AIR Awards team is more than happy to answer any questions about the submissions process and the awards program, but here is a speedy Q&A to help out as well. Who can enter the AIR Awards? The awards are exclusively open to Confirmit clients. And, if you are entering the AIR Projects and Innovation category, we ask that a significant part of the project is run on Confirmit technology.
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
Qualtrics
JULY 19, 2019
Before you get started with any form of market research it’s important that you understand what a marketing research problem is and how to formulate one. Once you understand the problem you are researching you can start creating research surveys for free with Qualtrics. Definition: What is a research problem? A research problem is a definite or clear expression [statement] about an area of concern, a condition to be improved upon, a difficulty to be eliminated, or a troubling question that
The DiJulius Group
JULY 17, 2019
Today’s illiterate are those who have an inability to truly make a deep connection with others. Welcome to The Relationship Economy! It is finally here (October 2019), John DiJulius’ new book, his best work, The Relationship Economy, Building Stronger Customer Connections In The Digital Age. This book could not be timelier in the world we. Read Full Article.
SugarCRM
JULY 16, 2019
Many marketers are so eager to get started with their big, lead-driving programs that they overlook the importance of crafting a content marketing strategy. For all of those lead gen and nurturing programs to work, you need to have the kind of great content that readers demand. As marketers, instead of thinking about our prospects, we hurriedly put words down that aren’t researched, tailored or optimized in an attempt to fluff our overarching marketing strategy.
Confirmit
JULY 15, 2019
Webinar Details. Wednesday, July 31. 11am EDT, Register Now. 11am BST, Register Now. 11am AEST, Register Now. Join Us: Off the top of your head, can you remember the name of the store associate that served you the last time you bought some sweet treat? Probably not. Ok, let’s try this one. The last time you went shopping for clothing, what was your exact path through the store to the checkout register?
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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