Callminer

NOVEMBER 16, 2020

Managing call centers today involves much more than scheduling agents to staff the phone lines.

341

341

Intercom, Inc.

NOVEMBER 18, 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 the tools and infrastructure needed to facilitate the move Online.

Retail 239

Retail E-commerce Innovation Customer Expectations 239

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Read the Full Industry Report Here: Contact Center Trends 2021. Here’s what they said.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

eglobalis

NOVEMBER 14, 2020

Best Customer experience and Employee Experience experience Design Books of 2020 2021 List. The post Best Customer & Employee Experience Design Books 2020 2021 List appeared first on Eglobalis.

Customer Experience 170

Customer Experience Customer Relationship CX Customer Loyalty 170

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Beyond Philosophy

NOVEMBER 14, 2020

What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? This episode of The Intuitive Customer, for starters. Recorded in celebration of the recent CX day, Colin joins fellow experience experts and champions Lewis Carbone and Joe Pine to talk all things Customer Experience.

Customer Experience 148

Customer Experience Artificial Intelligence Technology Technology 148

Intercom, Inc.

NOVEMBER 18, 2020

Companies that automate support are 4x more likely to see CSAT improvements, according to a survey we conducted with support leaders. That’s an incredible statistic – but how can these benefits be realized? Today, support teams are navigating an increasingly demanding support landscape. With customer expectations and conversation volumes on the rise, businesses need a way to effectively deliver on-demand, personal support while maintaining customer satisfaction.

Customer Satisfaction 223

Customer Satisfaction B2C Healthcare Customer Expectations 223

UJET

NOVEMBER 16, 2020

This is a guest post by Donna Fluss, the president of DMG Consulting LLC. It took a pandemic, but most companies have finally been convinced that they need to undergo a digital transformation to position themselves for success in the economy of the future, also known as the “new normal.” The only problem is that no one knows what the new normal will be, only that it is likely to be different from what the world looked like at the end of calendar year 2019.

Contact Center 138

Contact Center Retail Innovation Customer Experience 138

Experience Investigators

NOVEMBER 17, 2020

When our waiter flagged us down by the door, I assumed we had left something behind or forgotten to sign the credit card slip or something. My husband and I were walking out of a restaurant with our two boys, who were 9 and 12 at the time, while on vacation in Florida several years ago. I was so surprised when our server made such an effort to stop us to say that he appreciated how polite our boys were. “Please’s and thank you’s aren’t very common anyway, but especially

Social Media 135

Social Media Retail Sales 135

Intercom, Inc.

NOVEMBER 17, 2020

At Intercom, we are highly focused on delivering products that actually solve problems for customers. That intense focus means we are careful not to spend precious time and resources over-engineering our solutions. That’s why we aim to build “boring” software and why we’re committed to running less software , choosing to build on standard technologies and outsource the undifferentiated heavy lifting.

Engineering 151

Engineering Start-ups Construction Technology 151

Myra Golden Media

NOVEMBER 20, 2020

If a customer gives you pushback, argues, or asks for a supervisor, one of the three things is going on: The customer doesn’t trust you The customer fears something The customer sees you as a threat to getting what they want. Watch my video to get two powerful techniques you can use to preempt an escalation when you get pushback. Was this helpful?

Customer Experience 126

Customer Experience 126

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.

Retail

Customer Service Life

NOVEMBER 18, 2020

Image by Gerd Altmann from Pixabay. I was trying to remember where I originally heard or read the concept, “One to say yes. Two to say no.” Of course, it was on Shep Hyken’s blog some seven or so years ago. The concept has certainly remained top of mind since that first reading. At its core is the guideline that if an employee is empowered to do so, they may say yes to a customer.

Contact Center 111

Contact Center Invoicing Finance Customer Loyalty 111

Customer Bliss

NOVEMBER 18, 2020

Today’s guest post is from my good friend, Chip R. Bell , the best selling author of the 9 1/2 Principles of Innovative Service and many other customer service books. Chip has just released his latest book, Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions. Chip is also a customer service keynote speaker who educates organizations on how to create a customer-centric culture.

Innovation 115

Innovation Customer Relationship Education Customer Loyalty 115

Chip Bell

NOVEMBER 17, 2020

First, thank you Chip for allowing me to offer this guest blog. Chip is one of the most talented and seasoned customer experience professionals globally, and I am grateful for his colleagueship and support. Most business owners and leaders want to provide experiences that drive customer engagement, loyalty, and referrals. However, designing and consistently delivering experiences that emotionally resonate with customers is daunting in the best of times, let alone in a pandemic!

Net Promoter Score 111

Net Promoter Score Customer Experience E-commerce NPS 111

Heart of the Customer

NOVEMBER 20, 2020

Dear IT colleagues, This is our time to shine. As the world changes rapidly, your company is looking to you to deliver the digital transformations necessary to support a new reality for your customers. Those digital adoption goals set for 2025? They’ve been moved up to 2021. With urgency. This year has shown us that […]. The post An Open Letter to My Friends in IT appeared first on Heart of the Customer.

CX 88

CX Technology Technology Customer Experience 88

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.

Voice of the Customer

Customer Service Life

NOVEMBER 15, 2020

Image by Gino Crescoli from Pixabay. This article was originally published on CustomerThink and is being reposted with permission from the editor. Click here to read the original. My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. Ready for a change, I’ve been on an operations hiatus of sorts for the past five years, working in a couple of different marketing roles where it was my job to advise

Contact Center 92

Contact Center Engineering Social Media Customer Satisfaction 92

Astute

NOVEMBER 19, 2020

The increase in online shopping will result in an influx of emails from customers. How will you manage this holiday season? The post Why an Email Virtual Assistant Will Improve CX This Holiday Season appeared first on Astute.

CX 98

CX Customer Experience 98

Zonka Feedback

NOVEMBER 19, 2020

Researches suggest that 74% of the customers make their purchasing decisions on the basis of word of mouth recommendations. 92% of buyers trust the recommendations of their family and friends to buy a product. And even if we talk about people other than family and friends, 70% of the global customers enquire about online reviews of a product before buying it.

Net Promoter Score 98

Net Promoter Score Customer Experience 98

Kate Nasser

NOVEMBER 15, 2020

When you want to stop listening, wait & listen for the next listening epiphany. Power of listening from Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post Listening Epiphany: Discover Your Future | #PeopleSkills #LeadMorale #CustServ appeared first on KateNasser.com.

Sales 98

Sales Customer Service 98

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?

Technology

Steven Van Belleghem

NOVEMBER 16, 2020

Offering the ultimate convenience. Vivo + Ace. Telecom service provider Vivo, Brazil’s largest mobile operator with 80 million users’ partnered with Ace Seguradora to give its customers protection while travelling via the “Vivo Seguro Viage” service. The insurance policy covers several types of expenses: from medical, hospital, dental, accident to illness, medical evacuation and baggage location, plus cancellation or interruption of the trip.

Agriculture 98

Agriculture Transportation Hospitality Hospitality 98

The DiJulius Group

NOVEMBER 17, 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 Spectating is the New Cancer appeared first on The DiJulius Group.

Customer Service 98

Customer Service Customer Experience 98

UJET

NOVEMBER 19, 2020

The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. But for many businesses, it is. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. The problem is that many API integrations facilitate the bare minimum when it comes to data sharing and functional app connectivity.

Contact Center 82

Contact Center CRM Customer Service Actionable Insights 82

Customers That Stick

NOVEMBER 16, 2020

Note: This blog post contains information related to and provide by a client of CTS Service Solutions. With our webinar upcoming this week, Hassle-Free CX: Define, Design, and Deliver, I enjoyed getting to talk to Dawn Varghese of Agara Labs about the role conversational AI is playing in today’s customer support environment and what the near-term future looks like.

AI 78

AI Customer Service Engineering CX 78

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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

CX

Astute

NOVEMBER 18, 2020

Well-executed call center capacity planning can be the difference between excellent and frustrating support experiences for agents and customers alike. See how automation can help. The post Call Center Capacity Planning: 3 Ways Automation Can Help appeared first on Astute.

Contact Center 83

Contact Center Customer Experience 83

Totango

NOVEMBER 18, 2020

It is critical that at each phase in the customer success lifecycle, you are engaging your customer with the goal of retaining them. Onboarding is a vital part of this customer retention focus, however, an onboarding process that is too lengthy or complicated can sour customer relationships early on. It is important to identify ways to shorten and simplify onboarding so by the end of the process, there are a repeatable series of clear, logical steps that turn a new customer into a loyal customer

Close the Loop 77

Close the Loop NPS Customer Feedback Customer Retention 77

UJET

NOVEMBER 19, 2020

The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. But for many businesses, it is. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. The problem is that many API integrations facilitate the bare minimum when it comes to data sharing and functional app connectivity.

Contact Center 82

Contact Center CRM Customer Service Actionable Insights 82

The Contact Company

NOVEMBER 19, 2020

We all know that experience and the level of service is now high on the customer’s agenda, heavily influencing buying behaviours. Customers no longer compare your service against just your […]. The post 3 Steps to Improve your Customers’ Experience Today appeared first on The Contact Company.

Customer Experience 75

Customer Experience Customer Service 75

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

Retail

Kate Nasser

NOVEMBER 15, 2020

When you want to stop listening, wait & listen for the next listening epiphany. Power of listening from Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post Listening Epiphany: Discover Your Future | #PeopleSkills #LeadMorale #CustServ appeared first on KateNasser.com.

Sales 75

Sales Customer Service 75

Totango

NOVEMBER 20, 2020

Hi, While the trees continue to bolster bright red and orange it is a great time of year to be grateful for what we have. I know I am thankful to be a part of a fantastic Totango Product and Engineering team that works hard to ensure you have a robust platform to drive successful outcomes for your customers. I can’t say it enough. Thank you for being our valued customer.

Engineering 63

Engineering 63

PeopleMetrics

NOVEMBER 19, 2020

What Are the Best Voice of the Customer (VoC) Alerts? How Do You Use Them? What role do real-time alerts play in a Voice of Customer (VoC) program? What are the best types of alerts? How do you use them? In this edition of PeopleMetrics LIVE! , we talked about 3 different types of Voice of Customer (VoC) alerts (Recover, Recognize & Grow), and provided some practical tips and guidance on how to set up your team to successfully and effectively respond to real-time alerts.

VOC 62

VOC Voice of the Customer CX Customer Feedback 62

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. 9/30/2020. Digital-first servicing drives improved CX and brand engagement. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report.

Customer Service 62

Customer Service Contact Center Artificial Intelligence Text Analytics 62

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

CX