Intercom, Inc.

APRIL 14, 2020

“A team takes its tone from its leader,” says our Global Director of Customer Support Kaitlin Pettersen. When an unprecedented crisis like COVID-19 hits how do you provide your team with the guidance they need? Your support team is likely experiencing an array of unprecedented stressors right now, like tackling high conversation volumes, resolving stressed-out customers’ issues, and abruptly transitioning to working remotely.

Customer Loyalty 223

Customer Loyalty Healthcare Customer Experience Sales 223

Uniphore

APRIL 13, 2020

It’s become clear that the contact center needs to offer customers a better experience. Customer expectations for help and support have increased dramatically, Gartner noted in 2019. And it didn't matter what industry -- expectations were high across the board. More people today demand always-on support. They expect customer service to be available across all digital channels.

Contact Center 189

Contact Center Customer Expectations Customer Service 189

Callminer

APRIL 12, 2020

Here's everything you need to know about the Fair Debt Collection Practices Act (FDCPA) and what it means to both collectors and debtors.

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Lumoa

APRIL 13, 2020

What is voice feedback? With modern technologies available today, such as speech-to-text and artificial intelligence it’s possible to automatically generate insights from calls. In this article, we'll explain what voice feedback is and how to generate customer insights from it.

Artificial Intelligence 155

Artificial Intelligence Technology Technology 155

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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.

Heart of the Customer

APRIL 16, 2020

I’ve been posting weekly videos on LinkedIn with advice on what CX professionals can do during this unsettling time. During Week 2 of the pandemic, I received a survey request that I felt was ill-conceived. The email –entitled “We’d love to hear your thoughts!” – had your standard “based on your current level of happiness […]. The post Surveys in the Time of Pandemic appeared first on Heart of the Customer.

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CX Voice of the Customer Customer Experience 124

Uniphore

APRIL 14, 2020

You make the dreaded phone call. You are placed on hold. When the agent answers, he asks for your name and the last four numbers of your social security number. You state your problem; he transfers you to another department. The next agent asks for your name and the last four numbers of your social security number. The agent places you on hold. Again.

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Customer Bliss

APRIL 15, 2020

I want to talk about listening, and especially listening to your customers right now. Recently, I’ve received some questions including: Do you stop your surveys? How do you listen? So I want to share my thoughts on six key ways in which we should continue to listen to and communicate with our customers—and our teams. 1. Shift from Validating to Understanding.

CX 121

CX 121

The DiJulius Group

APRIL 15, 2020

Now is the time to take your customer experience to a completely different level. In the BQ (Before Quarantine) era, the majority of business models were high tech and no touch. As a result of social distancing, we now long for a sense of community, belonging, and purpose, in a world in which people actually. Read Full Article. The post 6 Ways To Capitalize On Customer Loyalty appeared first on The DiJulius Group.

Customer Loyalty 112

Customer Loyalty Customer Experience 112

Fonolo

APRIL 14, 2020

At the moment, many call centers are faced with a torrent of unexpected demand. At Fonolo, we are watching our customers cope in real-time with this demand, with vary degrees of success. For our banking customers, demand is related to payment deferrals, emergency loans, etc. For our partners in the travel and hospitality sectors, it’s floods of cancellations and rescheduling.

Contact Center 95

Contact Center Hospitality Hospitality Technology 95

Beyond Philosophy

APRIL 11, 2020

I don’t know if it’s age talking here, but it probably is. Life becomes a lot clearer as you go on. I am at the point where I feel comfortable telling you what I think. In this episode of The Intuitive Customer, I am going to tell you about seven mistakes organizations make while trying to gain growth in revenue or market share. The post 7 Mistakes Organizations Make When Trying To Gain Growth appeared first on CX Consulting.

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CX Customer Experience 88

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

Myra Golden Media

APRIL 13, 2020

We’ve suspended our onsite workshops, but if you have a LinkedIn Learning subscription, you can take Myra’s most popular customer service classes online. Head on over to LinkedIn Learning and start training with Myra now!

Customer Service 96

Customer Service Customer Experience 96

The DiJulius Group

APRIL 13, 2020

The DiJulius Group, one of the world’s leading authorities on customer service and customer experience, is giving small businesses, that have been affected by the quarantine, free customer service training for all their employees. The DiJulius Group works with companies like The Ritz-Carlton, Lexus, Starbucks, Nordstrom, Chick-fil-a, Nestle, Marriott Hotel, PWC, Celebrity Cruises, Progressive Insurance, Read Full Article.

Customer Service 105

Customer Service Customer Experience 105

Fonolo

APRIL 15, 2020

There’s always a script — a basic list of questions or responses to customers who have issues. Managers and business owners spend countless hours analyzing data and/or speaking with customers to be able to produce at least that: a script. But how effective is it? Whether it’s for existing products or new features, there are times when you have to teach your employees new skills that will help them fulfill their responsibilities.

Customer Service 91

Customer Service Contact Center Start-ups Customer Satisfaction 91

Lumoa

APRIL 13, 2020

”Calls may be recorded for training and monitoring purposes”. This is a common pre-recorded message that I think we have all heard once or twice when calling a customer service department. Some firms receive over 10 000 hours of calls per day and it would take several years for one person to listen to and transcribe those calls. Having a person listening to every call and transcribing them isn’t really an effective strategy.

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Text Analytics Artificial Intelligence Machine Learning Social Media 83

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

Uplifting Service

APRIL 13, 2020

We are pleased to announce that Uplifting Service: The Proven Path to Unleashing Unbelievable! has been named the World’s Top Customer Service Development Program in 2020 by the GlobalGurus.org. We sincerely thank all Uplifting Service Leaders and Champions, our own Uplifting Service team, and all supporters who made this happen. You bring this program to life around the world.

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Customer Service 98

Steven Van Belleghem

APRIL 12, 2020

In a few weeks/months from now the world will have this first Covid-19 outbreak more or less under control (hopefully). People will go back to work and there is a big chance that traffic jams will return like they were never gone. Maybe some people will even enjoy being in them again. Back to the old normal. That would be such a missed opportunity! This is a unique moment in time to solve the traffic jam issue.

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Hospitality Hospitality 98

TeamSupport

APRIL 13, 2020

“Right now, you as leaders have only one option: Lead your way out of this challenge.” That’s what Mike Caracalas , leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People advises. He’s right. But leading in the best of times is difficult, and while many of the best leadership qualities and practices must apply these days more than ever, leaders must quickly adapt to an ongoing, very complex way of getting work done.

Start-ups 95

Start-ups 95

Customer Bliss

APRIL 17, 2020

In each episode of the Daily Dose of OPTIMISM! , I want to share acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this. The following is a lightly edited transcript of the video below. Today’s “Daily Dose” comes from Publix Super Markets , the beloved chain in the Southeast of the United States.

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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

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. 4/8/2020. New-gen WFM takes staffing and service optimization to the next level. 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 Workforce Management Product and Market Report.

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Predictive Analytics Contact Center Machine Learning Artificial Intelligence 62

Totango

APRIL 14, 2020

Hi, Two more weeks have gone by, and we are all still at home focusing on keeping our daily routines. Most importantly staying safe. Today we are launching our new release Belize. As you can see we are still looking for the most desirable vacation destinations and Belize definitely qualifies as such – beautiful and relatively safe from COVID-19. .

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CRM Touchpoint CX Customer Experience 62

TeamSupport

APRIL 15, 2020

In Part 1 of this series, we introduced Mike Caracalas , leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People , who says that “Right now, you as leaders have only one option: Lead your way out of this challenge.”. We continue our chat with Mike, talking about how to keep things fresh as the weeks go on and how to reacclimate to working “together” in the literal sense when our workplace doors open back up.

Start-ups 64

Start-ups Gaming Education 64

Confirmit

APRIL 16, 2020

In challenging times, the role of customer experience and insight becomes more important than ever. Businesses need to understand the needs of both customers and employees in order to react effectively. Trust is as the heart of the customer relationship and CX and insight teams must build that trust. Download. In this white paper, we explore three key areas that businesses need to consider as they identify the way through the current environment: How do we support our team members?

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CX Voice of the Customer Customer Relationship Customer Experience 52

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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

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040. 3/4/2020. 5 to 20 year vision and projected actions to achieve the future state. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases Future Contact Center Outlook, 2025 – 2040.

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Outlook Contact Center Artificial Intelligence Text Analytics 62

Steven Van Belleghem

APRIL 16, 2020

Myth #1: customer centricity is asking customers what they want. Henry Ford’s quote “If I had asked my customers what they wanted they would have said faster horses” may be very old but it probably stuck around for a reason. A lot of brands still make the mistake of thinking that being customer centric is foremost about talking to customers, listening to them and executing their needs.

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Social Media Engineering CX Customer Experience 52

The DiJulius Group

APRIL 13, 2020

In these uncertain and unprecedented times, organizations that are still able to operate are cutting both budgets and spending. Many organizational leaders I have spoken with are reporting that they are cutting all training resources for the remainder of 2020 in an effort to hang onto cash. At the same time, many organizations are deploying. Read Full Article.

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Confirmit

APRIL 16, 2020

Hey managers, can we talk candidly for a minute about our teams? I’m a manger too and I’m concerned. This pandemic, the stay-at-home orders, and social distancing … It can be maddening. We’re social creatures. We’re all doing our best, but this is hard and I think our teams are suffering. Yes, many members of our teams are still working, albeit from home rather than the office.

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Voice of the Employee Innovation 52

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

Qualtrics

APRIL 14, 2020

Social isolation, employment uncertainty, and the virus itself have combined to shock the health and wellbeing of employees around the world. And while leaders are rightly focused on the physical effects of the COVID-19 pandemic, there’s another global challenge emerging: mental health. Below are the findings from a study of more than 2,000 employees conducted at the end of March and early April 2020 in Australia, France, Germany, New Zealand, Singapore, the UK and the US.

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Healthcare Start-ups Education 59

SugarCRM

APRIL 16, 2020

We’ve all been there. Sitting on the edge of our seats, waiting for a launch of technology we are excited about to get new leads, store information better, or open up new avenues of communication. We are ready…but then, something happens: It won’t work. Of course, it does what it was meant to do originally, the basic task you had in mind but it doesn’t really meet the requirements you set forth in planning for this new technology.

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Technology Technology CX 29

Intercom, Inc.

APRIL 14, 2020

We continue our series of posts looking back through the Inside Intercom archive with a selection of some of our most popular posts on customer retention. This has long been one of the most popular topics on Inside Intercom, and over the years we have examined retention from a number of different perspectives – from measuring net dollar retention to understanding activity churn; from cohort analysis to re-engagement messaging strategies. “Retaining customers will be more important for surv

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Customer Retention Customer Acquisition Outlook Start-ups 245

Experience Investigators

APRIL 14, 2020

If you have a journey map, I hope you are using it. COVID-19 and the ongoing fallout from it — remote teams, changing budgets, new family dynamics — are competing for your attention, but don’t let your journey map collect dust right now. It’s one of the most useful tools you have in your customer experience toolbox at this moment.

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Customer Journey Map Touchpoint Start-ups Social Media 136

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