Sat.Jun 09, 2018 - Fri.Jun 15, 2018

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Q&A on Best Practices and Guidelines for Purchasing Speech Analytics Webinar

Callminer

I had the pleasure of speaking on a webinar, Best Practices and Guidelines Purchasing Speech Analytics. But I wanted to share with you some of the questions, answers, and takeaways from the webinar.

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Connect and conquer ? build your brand by staging events

Intercom, Inc.

Of all the ways to get your message into the world, staging events might not seem like the most efficient or scalable. But that misses a few important qualities that only live events can offer. In our industry there are dozens, if not hundreds of ways you can get in front of your customers or people you’d like to be your customers. When resources are low, impact is key.

Start-ups 205
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Is Your Price Right? Here?s How To Check

Beyond Philosophy

Pricing is fundamental to your business. It also has an enormous influence on Customer Experience outcomes. You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience. This was a great topic of discussion in our recent podcast. So, What is Mental Accounting?

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CX Trends You Need to Watch in 2018 [White paper]

Fonolo

2018 is game time. It’s time to look at your customers as teammates rather than as opponents. It’s time to reboot your customer experience game. And: It’s time for you to win. Here is the reality: A poor (or even worse, unmemorable) customer experience (CX) has led to a resounding “Game Over” for many businesses in the last few years. In 2018, becoming a winning company with a devoted fan base is no easy feat.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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See You At Customer Contact Week For Discussions, Demos, and Copper Mules

Callminer

Customer Contact Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception! See our day-by-day schedule of events during CCW below.

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Your sales team needs account plans. Here’s how to create them.

Intercom, Inc.

Account plans are one of the most important weapons in a salesperson’s arsenal. They bring together critical information about your customer, your competitors and your strategy to nurture existing business in a simple document to ensure each customer is set up for success. So why do sales teams often ignore them? The formula for selling SaaS software is quite simple.

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This One Tip Will Instantly Make You Sound Friendlier On the Phone With Customers

Myra Golden Media

One of the easiest ways to make your conversations with customers more conversational, and friendly, is to speak in complete sentences. It is so familiar to hear interactions like this: Last name? First name? Zip code? It’s undoubtedly efficient to ask customers questions in this manner. However, it’s not the friendliest approach. In this article, I’ll talk to you about instantly improving your ability to connect with customers and sound friendly by just speaking in complete sentences.

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See You At Contact Center Week For Discussions, Demos, and Copper Mules

Callminer

Contact Center Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception! See our day-by-day schedule of events during CCW below.

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What we shipped: 7 new features to help you automate, streamline and customize your Messenger

Intercom, Inc.

At Intercom, we know how challenging it is to strike a balance between being personable and being efficient. You want to be welcoming to your visitors and helpful to your customers, but your time is in demand. That is why we are continually updating our products in ways that help you engage with your visitors, leads and customers quickly and effectively.

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7 Innovative Ideas to Enhance Workforce Effectiveness

ProProfs

Trends and ties change, such as the millennial generation, which doesn’t believe in spending every hour of the day at work. For a business, it could mean that you should come up with solutions that can make those hours count. That means employing strategies that translate to increased efficiency and boost employee performance. So, what can you do to accomplish that?

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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6 Customer Experience Lessons I?ve Learned as an Experienced CCO

Customer Bliss

If you’ve been listening to, or been a guest on my podcast, The Chief Customer Officer Human Duct Tape Show , then you know that the last question I like to ask is: what do you know now that you wish you knew then ? Often, my guests will already come prepared with answers to this question, as it’s one they look forward to and find to be quite helpful.

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Why Don?t Customers Buy After They Say They Will?

Beyond Philosophy

Why do customers tell you they will buy your service, but then don’t? Are they deliberately trying to trick organizations? Colin Shaw and Professor Ryan Hamilton discuss how you can you find out what customers really want. The post Why Don’t Customers Buy After They Say They Will? appeared first on.

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Delight your customers ? but only if they want to be delighted

Heart of the Customer

Delight your customers, or make it easy for them? How do we reconcile two popular CX books with opposite conclusions – The Effortless Experience vs. The Power of Moments? Consultancy CEB is the driver behind The Effortless Experience. They conducted thousands of surveys after service calls across multiple industries, and this research led to a […].

CX 68
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How to Successfully Handle Call Volume During Peak Times [Webinar]

Fonolo

Every call center faces the problem of unpredictable spikes in call volume. Sometimes the causes are understood, even anticipated. However, in many cases these peak periods come as a shock to the system. The reality is that voice remains the most preferred channel for customers, but its popularity comes at a price: long hold times. Unfortunately, the effect of this on the customer experience is significant: 60% of customers will abandon a call after just one minute of waiting on hold.

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Software Composition Analysis: The New Armor for Your Cybersecurity

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?

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The Secret to Attracting and Keeping Valued Customers

Customer Bliss

When we are validated, and even the slightest concession is made to accommodate us as customers, it makes a difference. And that difference adds up in how we stack up the companies we will go back to and talk about. This is not a plea to throw company profits out the door by loosening every rule willy-nilly. It’s about preparing employees. It is about trust for your front line, proven to lead to business growth.

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Developing Your #CustomerExperience Strategy

CX Journey

Image courtesy of SaleMove How do you develop a customer experience strategy and roadmap? That was one of many questions I was asked during my recent interview with Dan Michaeli, co-founder and CEO of SaleMove and host of the podcast, The CX Show. I enjoyed my conversation with Dan. We cover a range of topics, and it was the first time I was interviewed about the five-phase approach I take with clients when developing a customer experience strategy and roadmap.

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Demystifying GDPR

DMG Consulting

Demystifying GDPR . The General Data Protection Regulation (GDPR) went into effect in the European Union (EU) on May 25, 2018. Following adoption of this legislation by the Council of the EU and the European Parliament in 2016, companies were given a two-year period to prepare for compliance with this far-reaching privacy and security regulation. What is GDPR?

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What is Confirmit e-learning and the Confirmit's Learning Management System (LMS)?

Confirmit

What is e-learning and what is a Learning Management System (or LMS)? E-Learning is self-paced, on-demand online learning content that customers can consume from anywhere with an Internet connection. Courses can be taken using a desktop or a mobile device, such as a tablet. An LMS is the platform that hosts that e-learning content. Customers are able to log in, browse for e-learning content and consume it on the LMS.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

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

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5 Top Customer Service Articles for the Month of May 2018

Comm100

Welcome to the first of a new series of monthly posts where I will be looking at the best of Customer Service, Customer Experience and Customer Success articles that can be found online. In each post, I will be providing a brief recap and review of articles that I came across in the previous month and recommend to anyone with an interest in staying up-to-date in CX thinking and best practices.

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What to do when you spend all your time on Customer Success, yet you don?t have time for Customer Success

Waypoint Group

When I work with Customer Success teams to embed proactive processes to strengthen customer relationships, concerns raised are typically centered on, “I don’t have time for that.” When I dig more deeply, I usually hear about how busy everyone is with. Responding to email. Closing renewals. Following up on customer support requests. Helping customer contacts with training.

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Demystifying GDPR

DMG Consulting

Demystifying GDPR. The General Data Protection Regulation (GDPR) went into effect in the European Union (EU) on May 25, 2018. Following adoption of this legislation by the Council of the EU and the European Parliament in 2016, companies were given a two-year period to prepare for compliance with this far-reaching privacy and security regulation. What is GDPR?

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Why Paying Employees for Delivering Good CX is a Bad Idea

Confirmit

Firms should hold employees accountable for delivering better experiences. Many companies do so by linking CX performance to variable pay. Unfortunately, that is a mistake. Forrester has identified five myths about monetary CX incentives that explain why companies reach for them so often and why they are just as often frustrated — or even appalled — by unintended consequences.

CX 40
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Mapping Digital Transformation: Retail’s Strategic Shift

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

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Meet the "Chat Avengers"

1 to 1

Who are you going to call when you want to deliver a great customer experience with chat? Meet TTEC’s “Chat Avengers” – a super force of experts whose mission is to create amazing chat sales and service interactions for consumers and brands. Customer Strategist Editor Liz Glagowski talks with everyday chat heroes Kevin Barry, Brittany Bell, and Andrew Meissbach.

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Retention, cohorts and visualizations

Intercom, Inc.

There are few issues more important than customer retention when running software-as-a-service businesses. It’s no good acquiring customers for $10, if they only stick around for a month or two. Retention can be measured qualitatively by talking and checking in with your customers regularly so you’ll know what their main questions and issues are, and when they occur.

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Get Ready for The Shopping Season with These 10+ Tips

Comm100

Introduction. We’ve heard it so many times it’s become a cliché: “The early bird catches the worm.”. For retailers, this old saying rings tried-and-true. After all, it’s never too early to get ready for the shopping season. Holiday sales can represent anywhere between 20 and 30 percent of annual sales for retail businesses. While the Friday after Thanksgiving has been known as the unofficial start of the shopping season, 4 in 10 consumers begin holiday shopping before Halloween, and as much as 1

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Why Paying Employees for Delivering Good CX is a Bad Idea

Confirmit

Firms should hold employees accountable for delivering better experiences. Many companies do so by linking CX performance to variable pay. Unfortunately, that is a mistake. Forrester has identified five myths about monetary CX incentives that explain why companies reach for them so often and why they are just as often frustrated — or even appalled — by unintended consequences.

CX 40
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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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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Contact Center Industry Stats – Contact Center Channels

Taylor Reach Group

Over the next few weeks, we will be posting a series related to Contact Center industry statistics. Previously, we discussed statistics related to the organization and customer journey mapping. Below, you will find Call Center Statistics related to the various Contact Center channels. In the next of this series, we will be discussing Contact Statistics related to the various technologies within the Call Center. 85% of organizations anticipate contacts will become more complex in the next 2 years

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Laura Klein on improving chemistry in product teams

Intercom, Inc.

Looking for an example of a happy, high performing product team? Rather than suggesting a model startup, advisor and author Laura Klein is likely to point you toward her favorite heist film. As an engineer, UX designer, product manager and startup advisor for more than 20 years, Laura been part of every type of team – from those that have to deliver on the sometimes unrealistic expectations of upper-management to the ones that suffer from too many opinions on the ground floor.

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We use a content management system for our internal documentation. Is that the same as knowledge management?

DMG Consulting

Question: We use a content management system for our internal documentation. Is that the same as knowledge management? Answer: Although similar in some respects, content management and knowledge management (KM) systems are different. Content management is used to create and organize enterprise information. Knowledge management is intended to facilitate the creation, organization, and use of an enterprise’s information.

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What is Confirmit e-learning and the Confirmit's Learning Management System (LMS)?

Confirmit

What is e-learning and what is a Learning Management System (or LMS)? E-Learning is self-paced, on-demand online learning content that customers can consume from anywhere with an Internet connection. Courses can be taken using a desktop or a mobile device, such as a tablet. An LMS is the platform that hosts that e-learning content. Customers are able to log in, browse for e-learning content and consume it on the LMS.

VOC 40
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When Customers Win, You Win: How to Deliver Value That Transforms Your Customer Experience

Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.