Callminer

OCTOBER 11, 2021

Read this blog for tips on how to increase call center efficiency and improve your business's image in the eyes of your customers.

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226

Shaun Belding

OCTOBER 13, 2021

If you use a traditional training approach with customer service, it will fail. It will fail to engage participants, it will fail to stimulate adoption of new skills and, most importantly, it will fail to make the kind of sustained difference you’re looking for. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.

Customer Service 182

Customer Service 182

Uniphore

OCTOBER 14, 2021

At Uniphore, our mission is to bridge the gap between people and machines by leveraging AI and automation to improve and optimize conversations across the board. A big part of accomplishing that mission is using advanced Natural Language Technologies (NLT) to drive innovation in every industry. According to Gartner, recent advances in NLT, AI and Machine Learning, are enabling “intuitive forms of communication between humans and systems.

Technology 182

Technology Technology Machine Learning Innovation 182

Bill Quiseng

OCTOBER 10, 2021

As a customer service professional, you have been told by your supervisor to interact with all customers as if they are the customer persona. Of course, it is easier to have one of your customer personas. A persona is the general image of customer personalities. A persona is many customers wrapped all in one. But a customer is just one individual. Unlike a customer persona, each customer is different from the other.

Customer Service 190

Customer Service 190

Speaker: Jason Cottrell

Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.

Technology

Callminer

OCTOBER 13, 2021

Although customer satisfaction may seem like a simple concept to grasp – your customers are either reasonably satisfied or they are not – there are numerous ways to track, measure and improve it.

Customer Satisfaction 182

Customer Satisfaction 182

Inside Customer Service

OCTOBER 14, 2021

My first job was in a clothing store. It was a great place for a high school kid like me to learn new skills. I started in the men's department, but was eager to learn everything I could. Fortunately, my boss noticed my initiative and quickly trained me on a variety of functions: Women's department Shoe department Stock department Cashier New hire trainer All this training made me feel recognized for my hard work.

Start-ups 147

Start-ups Retail Sales Customer Service 147

Intercom, Inc.

OCTOBER 13, 2021

Scaling a company is never a linear process. As your startup becomes a scale-up, teams will encounter obstacles that require them to quickly adapt to new demands. That’s where we found our Data Infrastructure team at the end of 2020 – we provide data and tools for teams across Intercom to get insights and run crucial processes, and were more in-demand than ever.

Engineering 129

Engineering 129

Customer Think

OCTOBER 12, 2021

Why are emotions so important when it comes to content marketing? If you scroll through your social media feed at any time, you’ll notice that most content that catches your eye has an emotional aspect to it. When done well, emotionally compelling content can result in increased dwell time and heightened levels of user involvement […].

Social Media 142

Social Media Customer Loyalty 142

The DiJulius Group

OCTOBER 12, 2021

The statistics are alarming: A record-setting 1 million job openings in the US 5 million workers quit just in quarter 2 of this year 41% of the global workforce would consider leaving their current employer within the next year 54% Gen Z’s are considering quitting A Professional Awakening For so many, the pandemic has been. Read Full Article. The post Stop Calling it a Labor Shortage—It is a Turnover Crisis appeared first on The DiJulius Group.

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Fonolo

OCTOBER 12, 2021

Traditional call center environments are often busy, fast-paced environments, but it doesn’t need to be that way. Conversations around call center optimization often focus on technology, training, and metrics, but call center workforce optimization also includes the physical elements of your operation. The physical environment in your call center can be just as impactful as the technology you use.

Contact Center 147

Contact Center Customer Satisfaction Technology Technology 147

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Customer Loyalty

Adrian Swinscoe

OCTOBER 13, 2021

The pandemic’s onset forced brands, particularly retailers, to rapidly adopt new digital and e-commerce solutions to help them both survive and adapt to changing consumer behavior. […]. The post Q&A with Miva on the challenges ahead for retailers first appeared on Adrian Swinscoe.

Retail 100

Retail E-commerce 100

Customer Think

OCTOBER 10, 2021

Source: Twenty20.com For some email marketers, it’s hard to tell why people won’t engage with their emails. Sometimes it’s their content, other times it’s their list quality or lack of proper targeting. If you feel like your email marketing could use a boost, there are simple things you could start doing that make a big […].

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Uniphore

OCTOBER 12, 2021

Imagine you walk into a room or join a Zoom call late and two people are already in the middle of a conversation. While you can easily understand the words they are speaking, you don’t have any context to help you figure out the meaning of what they are saying. You don’t know anything about what or how much has already been said. What happens next could lead to a serious misunderstanding if you make wrong assumptions about the topic, the situation, and how the participants feel about what they a

Contact Center 100

Contact Center Artificial Intelligence AI Customer Service 100

Heart of the Customer

OCTOBER 14, 2021

This is the third in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There is some overlap between issues and questions for B2C and B2B (covered previously) and B2B2C (covered here), but I’ve chosen to address each audience individually. B2B2C experiences, such as those offered by […]. The post 10 Questions for B2B2C CX Leaders appeared first on Heart of the Customer.

CX 109

CX B2C B2B Customer Experience 109

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Steven Van Belleghem

OCTOBER 11, 2021

Have a strong experience-driven purpose. Trip.com’s purpose goes further than just offering convenient travel products. They see it as their purpose to make travel a smooth, fun and educational experience. Travel in the West is either business-related or fun, but Chinese people want to be guided into an entertainment and educational environment. And you feel that through their entire app and all their services.

CX 113

CX Transportation Entertainment Education 113

Customer Think

OCTOBER 14, 2021

Customer experience design as a discipline is relatively new. Service design vs customer experience design adds another layer of confusion. For starters, CX design is not yet popular enough to be part of school curricula. Many industries do not even ha.

Customer Experience 134

Customer Experience CX 134

Totango

OCTOBER 13, 2021

For effective customer success , respond to upset customer downgrades proactively. Just because a client downgrades, they don’t have to churn. In fact, you can use a downgrade as an opportunity to remind customers of the value of your product and the quality of your customer service, giving them a potential incentive to upgrade again. You can also use downgrades as data to gain insight into where customers are experiencing issues with your product, allowing you to make adjustments and improvem

Start-ups 103

Start-ups Sales Customer Experience Customer Service 103

Aquire

OCTOBER 12, 2021

With competition increasing, good customer service has become core to a company’s success. But delivering quality products alongside outstanding customer service is a big challenge. Getting it right means total buy-in from everyone involved. Your support team has to come up with flexible solutions, adapting to the particular demands of the situation.

Customer Service 105

Customer Service E-commerce Customer Journey Map Customer Expectations 105

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

Help Scout

OCTOBER 13, 2021

This list of 11 standout ecommerce customer service platforms will help you find the perfect tool to improve your company's customer support.

Customer Service 114

Customer Service 114

Customer Think

OCTOBER 10, 2021

by Kim Campbell in Customer Experience, Customer Service Trends, Kim Campbell Few industries are quite like travel. Can you think of any other industry where anxiety is baked into the product or service? Even before the pandemic, customers found the.

Customer Experience 133

Customer Experience Customer Service Contact Center 133

Totango

OCTOBER 11, 2021

Knowing what is driving customer adoption provides the information you can use to boost retention. Let’s look at three of the biggest keys. Continuous Onboarding. One key to higher adoption is extending the onboarding process beyond the initial account set-up phase. Setting up a new customer’s account is rightly emphasized as a key part of the onboarding process and a foundation for further SaaS adoption.

Education 96

Education Technology Technology Customer Service 96

Lumoa

OCTOBER 14, 2021

Take control of your digital customer experience By integrating Giosg with Lumoa you have an easy way to trigger surveys directly in your digital channels while Lumoa turns the feedback into actionable insights. With the intelligent triggering and targeting provided by Giosg’s online surveys, you can optimize the moments in which you collect the feedback, and with Lumoa’s AI you can understand in detail how to improve each step of your digital customer experience.

Actionable Insights 83

Actionable Insights Start-ups AI Sales 83

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

Aquire

OCTOBER 14, 2021

Asking the right customer satisfaction survey questions can tell you much more than whether your customers are simply satisfied or dissatisfied. The answers reveal feedback that can help you retain business, validate business decisions and strategies, and ultimately grow your brand. They also help dictate the customer journey by showing you exactly what your customers want from you — as well as what they don’t.

Customer Satisfaction 98

Customer Satisfaction Customer Survey B2C B2B 98

Customer Think

OCTOBER 12, 2021

The importance of customer engagement in ecommerce businesses has grown manifold ever since the expansion of technology. The new-age customers have a plethora of options for anything and everything. That is why for the steady growth of the ecommerce business, a high-end customer engagement strategy is essential. Over the years and more importantly, we have […].

Technology 132

Technology Technology 132

Execs In The Know

OCTOBER 14, 2021

The world of business and commerce has been teetering on the brink of major change for a long time. The pandemic gave everyone a big push over the edge, and some businesses fell while some flew. Either way, it made one thing abundantly clear: The businesses that thrive in the 21st century are those that truly embrace digital transformation. Many companies danced around the idea before, digitizing where they could to make business more efficient or easier.

CX 98

CX Customer Loyalty Retail Start-ups 98

Lumoa

OCTOBER 11, 2021

Lumoa ja Futurelab Finland yhteistyöhön: Tekoäly tukemaan asiakaskokemuksen kokonaisvaltaista kehitystä Suomalainen pitkän linjan asiakaskokemuksen strateginen kehittäjä, Futurelab Finland ja suomalainen tekoälyyn perustuva asiakaskokemuksen mittaus ja kehitysalusta Lumoa ovat sopineet yhteistyöstä. Yhteistyön myötä Futurelab Finlandin asiakasprojekteissa voidaan tehokkaasti hyödyntää Lumoan alusta kehityskohteiden tunnistamisessa ja systemaattisen kehittämisen tukena. ”Olemme hyvin iloisia uude

AI 83

AI CX Customer Experience 83

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

Zonka Feedback

OCTOBER 11, 2021

Customer Experience is a determining factor to the sustained growth of any business. A remarkable customer experience encourages brand advocacy, promotes customer loyalty, retains customers, improves customer acquisition rate, and reduces churn.

Customer Experience 98

Customer Experience Customer Acquisition Customer Loyalty 98

Customer Think

OCTOBER 13, 2021

The gig economy has rapidly gained a wider currency in a matter of few years. Studies reveal that around 34% of the US workforce was already into the gig economy even before the pandemic started and is projected to reach 50.9% by 2027. With its low barriers to entry, greater efficiency in matching workers with […].

Technology 128

Technology Technology 128

Execs In The Know

OCTOBER 11, 2021

2020 was indeed a unique year for vendor managers and their outsourced partners. Vendor management organizations (VMOs) worldwide shared that the COVID-19 pandemic adversely impacted their outsourcers’ ability to meet organizational strategic goals. This disruption caused a significant shift in VMO priorities. In 2021, the top three vendor management priorities have been: Rapid acceleration of revising outsourcing requirements, updating contracts, and reevaluating supplier capabilities to

Contact Center 98

Contact Center Scorecard Touchpoint Technology 98

The DiJulius Group

OCTOBER 13, 2021

Chief Revolution Officer John DiJulius of the DiJulius Group discusses what it takes to attract a bunch of Tesla-driving, Peloton-riding, Starbucks-drinking, Apple-using, and Lululemon-wearing customers. Those brands are not trying to be all things for all people. They are unique, almost exclusive, yet have a cult-like customer base. Their customers are looking for superior products.

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97

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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

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