Intercom, Inc.
NOVEMBER 12, 2020
Welcome to S.H.O.P., our series examining the changes in retail and commerce. Over the course of four weeks, we’re exploring some of the key topics around the past, present, and future of retail, looking at the technologies and behaviors that have enabled – and transformed – shopping as we know it. This week, we’re looking at how consumers’ shopping Habits have changed.
Callminer
NOVEMBER 8, 2020
Here are 25 indicators of fraud on inbound calls in call centers.
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Beyond Philosophy
NOVEMBER 12, 2020
Digital experiences are a crucial part of your Customer Experience , especially during the pandemic. Some organizations are excelling, while others could use some work. No matter where you fall on that spectrum, we have some essential considerations for designing your digital experience in the form of 5 rules. On a recent podcast about these 5 rules, I shared a recent digital experience that was definitely on the “could use some work” side of the spectrum.
Myra Golden Media
NOVEMBER 11, 2020
Twice in the last week, Contact Center Agents have reached out to me for help on reducing Average Handle Time (AHT). I’m listening, and I have an answer. I say “an answer” because I’ll be sharing more solutions in the coming weeks. You can move customers out of venting, rambling, and storytelling using Reframing Statements. Reframing Statements shift conversations with challenging customers from focusing on the problem to what you can do about it.
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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.
Intercom, Inc.
NOVEMBER 11, 2020
Customer support is evolving. But how are support leaders staying ahead of rising conversation volumes and sky-high customer expectations? Our new report reveals that conversational, messenger-based support is key. Discover five trends transforming the support industry along with tips on how to capitalize on them. Today, modern customers expect both personal and efficient support.
Totango
NOVEMBER 10, 2020
A key component of creating customer success is working with your customer to identify and organize mutual goals into a standardized customer success plan. Outcome success plans focus on capturing mutual objectives, documenting the steps toward achieving them, and sharing information between both clients and your own internal teams—driving interconnectivity and displaying progress through one easily accessed live portal.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
The DiJulius Group
NOVEMBER 11, 2020
4 Quick Tips to Help you Make Price Irrelevant 1) Feature Story How to Reduce the #1 Cause of Anxiety For most people uncertainty triggers high extremes of anxiety. As human beings, we like predictability in our lives. That is why we check the five-day forecast, so we know how to dress. That is why. Read Full Article. The post How to Reduce the #1 Cause of Anxiety appeared first on The DiJulius Group.
Steven Van Belleghem
NOVEMBER 10, 2020
Telco players offering mobile payment services. Crossing the industry lines to better cater to your customers may be gaining in popularity, but the approach is not new. One of my favourite ‘historic’ examples in the matter is in fact just as relevant for the ‘Saving the World’ strategy as described in The Offer You Can’t Refuse as for the ‘Partner in the Life’ strategy: telco companies Vodafone and Safaricom launched M-Pesa, a mobile-based payment service targeting the un-banked, pre-pay mobile
TeamSupport
NOVEMBER 11, 2020
“ To retain the customers you have, you must help them achieve the outcomes they need.”. This concept, as detailed in the new whitepaper by ServiceXRG, illustrates how well-defined service programs and effective adoption of your product can be the keys to maximizing recurring revenue performance. Part 1 of this blog series highlights excerpts from the key concepts for using services to retain and grow recurring revenue.
Astute
NOVEMBER 10, 2020
What do you need to launch, manage and get the most out of a Voice of the Customer program? We take a closer look. The post Your Voice of the Customer Program: Know These ABC’s of VoC Success appeared first on Astute.
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 7, 2020
Early in my career as a customer service leader, I worked for a company that had a tradition of ordering lunch for the entire office on Fridays. Those were great times and that custom remained a part of our culture for many years. As the company grew and customer service got busier and busier, I decided to start shutting the phones off, sending callers to voicemail while we enjoyed our lunch together as a team.
Provide Support
NOVEMBER 11, 2020
The post 5 Tips to Keep Customer Satisfaction High During Holiday Rush appeared first on Provide Support Blog.
Chip Bell
NOVEMBER 11, 2020
The word “veteran” means someone who served in the military. But it also means someone who has had long experience. Service in the military does not begin as an experienced soldier but rather as an anxious, naive, and lowly recruit. A recruit has no rank, no ribbons, and no power; just a lot of KP and guard duty all night long in the cold.
Zonka Feedback
NOVEMBER 11, 2020
Every business wants to be successful and many businesses measure their success in terms of their profits and sales. But how will you earn good profits? What would make your customers keep doing business with you? You can measure all the metrics, but in the end, it boils down to Customer Satisfaction. Customer Satisfaction is the measure of the happiness of the customers with the products, services and the overall experience with an organization.
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.
PeopleMetrics
NOVEMBER 11, 2020
What's the Difference Between Customer Experience (CX) and Customer Service? Is Customer Experience (CX) the same as Customer Service? How can you use touchpoint mapping to identify the specific Customer Service touchpoints impacting CX? How do you communicate the differences between Customer Experience and Customer Service within your organization?
Beyond Philosophy
NOVEMBER 7, 2020
The 5 Rules for Designing Great Digital Experiences. A lot of Behavioral Economics 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. In 2020, we have all been doing many more online customer experiences than we thought we would.
TeamSupport
NOVEMBER 10, 2020
“Customers buy products to enable and streamline their business operations. Services drive recurring revenue by helping customers to successfully adopt and apply products.”. That’s how the new whitepaper by ServiceXRG introduces the concept of how well-defined service programs and effective adoption of your product can be the keys to maximizing recurring revenue performance.
The DiJulius Group
NOVEMBER 12, 2020
It’s week 3 of The Customer Service Revolution Conference featuring another amazing roster of speakers including Jesse Itzler, Dr. Paul Bizjak, Darren LaCroix, Dave Murray, and John DiJulius. Here are some takeaways from each of our speakers this week: Jesse Itzler Jesse Itzler is the co-founder of Marquis Jet and co-owner of the Atlanta. Read Full Article.
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?
Hodusoft
NOVEMBER 10, 2020
In today’s competitive marketplace, predictive dialer has become an essential need for most businesses or organizations. The days are gone when the representatives at contact centers were using manual dialing machines to dial in the numbers and call the customers. Manual dialing system was not only time-consuming but also quite unpredictable as one out of every three or four calls might get answered and most calls might land up in answering machines or voice mails or may be unavailable.
Comm100
NOVEMBER 10, 2020
If you want to offer good customer service, live chat is no longer a ‘nice to have’. Customers expect instant responses to their problems, and with real-time live chat, a company of any size can deliver. In today’s digital-first world, live chat has become the most popular digital communication channel. 46% of customers prefer live chat compared to just 29% for email.
Neosperience
NOVEMBER 9, 2020
The wine sector today. The wine sector has not yet risen from its lowest point, and is likely to return to pre-Covid levels only in 2021. Current data – provided by the TradeLab analysis company – predicts a closure of 2020 for wines equal to -28%. This contraction, however significant, is better than one percentage point compared to previous forecasts, but still not sufficient. .
The DiJulius Group
NOVEMBER 11, 2020
Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers that presented during week 4 of The Customer Service Revolution Conference, featuring David Horsager, Tom Bilyeu, Tom Ryan, Dave Murray, and John DiJulius. You will learn: Why should you make your interview process un-gameable?
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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
Transcosmos
NOVEMBER 9, 2020
Intro. Zendesk Customer Experience Trends Report 2020 showed that 51% of customers wish to receive an answer to their questions in less than 5 minutes on the phone when they contact companies for support. At Transcosmos we understand the expectations of the customers and utilize the best tools to fulfill their needs. As part of the Transcosmos Knowledge Management System, we create, maintain, and use knowledge base systems to provide our clients with fast, informative, clear, and relevant respon
Steven Van Belleghem
NOVEMBER 8, 2020
What is the book about? It is the 25 th of November of the year 2041. The technology giant X-Com is launching ground-breaking technology: Eternal. It promises eternal life. Henceforth, everyone will have the good fortune of seeing their children and grandchildren grow up, and life will never be too short to realize one’s dreams. There is no longer any need to say goodbye to our loved ones.
Astute
NOVEMBER 7, 2020
With advances in process automation, smart email automation tools have become a viable alternative to outsourcing. The post Need More Capacity? Call Center Outsourcers Aren’t the Only Answer Anymore appeared first on Astute.
Qualtrics
NOVEMBER 12, 2020
Get the right results from your survey by finding the right survey respondents to provide confidence in your data The challenge of finding survey respondents. Getting the right survey participants is critical to the success of your survey, but it's also hard to do. Minimize the risk of not getting the right participants first time, even though you have a well-designed research project from the start.
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
SugarCRM
NOVEMBER 11, 2020
Take a moment to imagine something from your childhood — specifically, think about LEGOs. Think about the LEGO kit every kid wanted that one Christmas, or maybe even the one you or your child want this Christmas. The thousand pieces that build the Millennium Falcon or the Jurassic Park kit that includes a roaring LEGO T-Rex…. Now imagine you receive that kit with no instructions; just a million tiny LEGOs and no data that helps you put it together.
Knowmax
NOVEMBER 11, 2020
Knowledge Transfer: Enable better & faster decision making.
1 to 1
NOVEMBER 11, 2020
What’s next for mobile commerce in a world transformed by COVID-19? What new expectations do customers have and how can brands be prepared? Bill Bloom, founder and CEO of the mobile market research firm Fast Focus, shares insights on the mobile commerce trends that he and his firm are watching for in 2021 and beyond. This interview has been lightly edited and condensed for clarity.
Qualtrics
NOVEMBER 13, 2020
Time is money, and often researchers want to send out their surveys as quickly as possible. But rushing to distribute a survey can result in unforeseen problems with the data collection. Pretesting helps you avoid those issues and raise the quality of your data. What is a survey pretest? Survey pretesting means running your survey with a small test group before you do it for real.
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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