Intercom, Inc.
JULY 23, 2019
Clear guiding principles are the best way to scale a team while keeping them aligned. Without a set of principles, organizations begin to fracture. One team heavily believes in Big Design Up Front , another follows Lean start-up , a third tries to instil PRINCE-2 , and before you know it your process is a patchwork quilt of all sorts of conflicting ways to build software.
Callminer
JULY 22, 2019
These 25 expert tips and best practices will help you deliver more effective, targeted feedback for better results in your call center.
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Beyond Philosophy
JULY 24, 2019
Are you thinking the same as me? Facebook is not what it used to be – or at least my perception of what it was. Instead of being a company that I admire with a customer centric and open culture it now appears that the inherent culture of Facebook is one of non transparency which chooses to manipulate their customers and their data. Furthermore, I believe this could lead to their downfall.
Uniphore
JULY 26, 2019
Recently, Head of Automation Scott Merritt sat down with the TechTalk team and discussed the ways in which organizations seek to benefit from customer service automation. Most of us think of automation as the software that enables us to request an Uber on our mobile devices or get directions to a new restaurant from Siri or Alexa. Companies, on the other hand, need to look behind the curtain to find out what it really takes to make that customer service magic happen.
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Intercom, Inc.
JULY 24, 2019
We all know it’s impossible for a sales team (or anyone for that matter) to predict the future. But with rigorous sales forecasting, they can actually get pretty close. Sales forecasting allows you to not only project how much revenue your team will close but also proactively influence current and future deals – by getting ahead of potential blockers, course correcting when you’re trending off target, moving into emerging markets, and more.
Callminer
JULY 23, 2019
Speech analytics lets you see the “why” and “how” behind 100% of customer conversations.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Return Customer
JULY 24, 2019
Did you know that research by Bain & Company found out that increasing customer retention rate by just 5% can increase profits by 25-95% ? If there’s one thing that always bears on the mind of businesses, it is this: What drives a customer to come back for more? In this day and age, where cut-throat competition is rife, brand loyalty is as elusive as a dream.
Intercom, Inc.
JULY 22, 2019
When you’re gearing up for a big product launch, creating help content is often the last thing on your mind. There’s so much that goes into preparing for product launches – ensuring your beta testing goes smoothly, locking in your marketing campaign, getting your sales team up to speed. By the time the big day rolls around, it can feel like all that’s left to do is kick off the launch party and wait for the upvotes to roll in on Product Hunt.
Heart of the Customer
JULY 25, 2019
Over the years I’ve had the opportunity to interview dozens of CX leaders, and still more as we wrote our book. Combining that knowledge with some of the industry research, such as CustomerThink’s report on winning CX programs, we’ve identified three traits that separate the best customer experience leaders from the rest. For too many, […].
Beyond Philosophy
JULY 23, 2019
Can We Trust Facebook? Upon reflection of Facebook’s latest privacy violation and $5 billion fine, one must wonder whether we can trust Facebook. After all, the social media platform hasn’t exactly been keeping our private information under lock and key. On the contrary, it appears as if our likes and dislikes, networks and preferences are for sale to the highest bidder.
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.
UJET
JULY 23, 2019
Traditional call centers typically host all of its hardware and software on-site. This meant necessary hardware such as computers, servers, and all the infrastructure needs had to be stored and used at a central location. Agents would come into work and sit at a workstation to address support issues.
InteractionMetrics
JULY 22, 2019
In the United States, healthcare is a $3.5 trillion a year market and employs 1 in 8 Americans. For a market with huge impact and under tremendous scrutiny, you would expect medical organizations to take an interested, data-driven approach to measuring the patient experience (PX). In other words, you would expect their patient surveys to be relevant, well-written, and to the point.
SurveySensum
JULY 25, 2019
Imagine, you’ve ordered a meal and it got delayed by 2 hours, you’ve sent quick feedback but got no response from the company. Isn’t frustrating for you as a consumer? Do you know every bad experience is the lost revenue for your business of that specific customer? It’s 2019, CX is trending and becoming more important now than ever. In this new era, the experience is the differentiator, not the brand.
The DiJulius Group
JULY 24, 2019
Today there are more options than ever before, which can make being a customer difficult and exhausting. Companies not only need to meet and exceed customer expectations with the services and products they offer, they need to make it easy to be a customer. As I am planning my wedding, I now realize how important. Read Full Article. The post How Easy are You to do Business With?
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.
TeamSupport
JULY 26, 2019
Please hold. There are 12 callers ahead of you. Your business is important to us. This scenario is still far too common in customer support, even in the B2B (business-to-business) industry where the average customer value is higher and business relationships matter more. Sometimes waiting on hold for a half hour may be because of understaffing. But, other times it’s simply due to an inefficient customer service team.
Customer Bliss
JULY 23, 2019
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
Kate Nasser
JULY 20, 2019
Before you vent your heavy frustration on others by being verbally abusive, remember you will lose everything. Here's why. Kate Nasser, The People Skills Coach™. The post Essential Truth: Be Verbally Abusive & You Lose Everything | #PeopleSkills appeared first on KateNasser.com.
CSAT.AI
JULY 24, 2019
Twisted Sister could have been singing for call center and contact center workers in this 1980s anthem. Per The Quality Assurance & Training Connection (QATC) 2018 study, turnover in US contact centers alone is “between 30-45% which is more than double the average for all occupations in the U.S.” Intense. There are many reasons why there is so much turnover in call centers.
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?
Fonolo
JULY 25, 2019
It’s no secret that, once upon a time, utility companies could get away with less than stellar customer service. Nowadays, increased competition means that customers have more alternatives than ever before, and are willing to switch providers if they are unhappy. Even utility companies that operate in a de facto monopoly have regulators mandating certain customer service levels with corresponding CSAT scores.
ModSquad
JULY 25, 2019
As technology has become more advanced in recent years, companies dramatically changed the way they’re handling customer support. Not so long ago, the only way for customers to reach a company was through phone or fax. Today, efficient companies also offer consumers the opportunity to get support through email, live chat, SMS, social media, apps, and within video games.
InteractionMetrics
JULY 22, 2019
In the United States, healthcare is a $3.5 trillion a year market and employs 1 in 8 Americans. For a market with huge impact and under tremendous scrutiny, you would expect medical organizations to take an interested, data-driven approach to measuring the patient experience (PX). In other words, you would expect their patient surveys to be relevant, well-written, and to the point.
Comm100
JULY 23, 2019
We’ve all done it – politely (or otherwise) hung up on a call from a telemarketer. We’ve even abandoned a call that we started. out of frustration or because ‘something’ came up. But the other way around? Can you imagine a customer service agent hanging up on you? “How to Hang Up on Customers and Excel at Customer Service” is a course that no one offers, ever.
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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
ClientSuccess
JULY 23, 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.
Doing CX Right
JULY 24, 2019
Is “Net Promoter Score,” otherwise known as “NPS,” a good measurement of customer satisfaction. Many customer experience (CX) experts say yes. They depend on NPS as a sole metric to determine customers’ perceptions and feelings about their brand. However, others debate the validity and usefulness of Net Promoter Score, saying that “the science behind NPS is bad, and it’s been oversold.”.
ModSquad
JULY 25, 2019
As technology has become more advanced in recent years, companies dramatically changed the way they’re handling customer support. Not so long ago, the only way for customers to reach a company was through phone or fax. Today, efficient companies also offer consumers the opportunity to get support through email, live chat, SMS, social media, apps, and within video games.
InteractionMetrics
JULY 22, 2019
In the United States, healthcare is a $3.5 trillion a year market and employs 1 in 8 Americans. For a market with huge impact and under tremendous scrutiny, you would expect medical organizations to take an interested, data-driven approach to measuring the patient experience (PX). In other words, you would expect their patient surveys to be relevant, well-written, and to the point.
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
ClientSuccess
JULY 23, 2019
Over the past several years, boosting the customer service experience has caught and held businesses’ attention—and rightfully so. After all, good customer service is the deciding factor in sales growth. This focus shift has resulted in a huge turnaround for companies once plagued by bad reputations and the less-than-stellar bottom line to prove it.
Qualtrics
JULY 23, 2019
Without data and market research , you wouldn’t be able to provide a great employee, brand, product, or customer experience because you couldn’t understand how to accomplish it. Sure, you could make your best guess, but in today’s competitive landscape, guessing will not cut it. Data is the driving force in your company and you can learn from the experts in the industry by following them on Twitter.
Intercom, Inc.
JULY 25, 2019
Today’s episode of Intercom on Product is all about principles. We use product principles a lot in Intercom to guide us, in terms of how we build, what we build and how we make decisions. In this installment, SVP of Product Paul Adams and I explore our product principles in depth, discussing everything from how they evolved to the qualities that make a good principle.
InteractionMetrics
JULY 22, 2019
In the United States, healthcare is a $3.5 trillion a year market and employs 1 in 8 Americans. For a market with huge impact and under tremendous scrutiny, you would expect medical organizations to take an interested, data-driven approach to measuring the patient experience (PX). In other words, you would expect their patient surveys to be relevant, well-written, and to the point.
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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