Callminer
SEPTEMBER 1, 2021
CallMiner, CTO, Jeff Gallino, unpacks the recent M&A activity around conversation analytics, answering “why now?” and providing input for how to navigate this complex landscape.
Intercom, Inc.
AUGUST 31, 2021
We’re excited to announce that you can now send transactional messages using Intercom, empowering you to send all your customer messages from one easy-to-use platform. And because it’s Intercom, we’ve reimagined what “transactional messaging” looks like. In addition to email, you can now choose from a range of conversational message types – like push notifications, in-product messages, banners – so you can engage and inform your customers in the right place, at the right time, using the channel
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Inside Customer Service
SEPTEMBER 2, 2021
How long does it take to create a merchandise display? This is an important question for a retailer with thousands of stores. Each week, stores received instructions to create new merchandise displays along with the estimated time they took to build. Staffing decisions were centralized. The corporate office estimated how much labor each store needed for the week and created a staffing plan.
Fonolo
AUGUST 31, 2021
Some companies have long contact pages, with hundred phone numbers linking to every department or important person. Imagine scrolling through that list, getting the wrong number, and having to try another one. How frustrating! A call routing system is the industry standard solution to this. Also known as an automatic call distributor (ACD), this tool receives inbound calls and connects them to the department or representative that can best support them.
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Callminer
AUGUST 30, 2021
We share input from business leaders and call center experts on the most impactful call center innovations that can transform your call center KPIs, processes, and improve results.
Intercom, Inc.
SEPTEMBER 1, 2021
At Intercom, we believe the best products are built with the market in mind. That’s why some of Intercom’s first marketing hires were product marketers and why we’ve had a “seat at the table” from the early days of the company. . This isn’t always the case across the industry. Product marketing looks different in every company, but one common trend is that many product marketing managers (PMMs) feel undervalued.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Fonolo
SEPTEMBER 2, 2021
If sales and profits are up, business is good, right? Usually, yes. But customer success leaders know that performance isn’t always based solely on profit. Call center managers must be aware of industry trends, customer needs, and the latest call center technology. Market research helps, but it isn’t enough. That’s where benchmarking comes in. Benchmarking helps call centers compare their operations and processes to other call centers.
Taylor Reach Group
SEPTEMBER 3, 2021
by JD Fairweather. After several months of remote working – a workstyle many contact center leaders would have deemed impossible to implement a year and a half ago – employers are finding it difficult to lure staff back into the office. The Delta variant notwithstanding, it seems that employees are far too settled into the routine of managing teams, work, and calls to return to onsite employment anytime soon.
Experience Investigators
AUGUST 31, 2021
What are the Best Customer Feedback Questions to Ask? I talk and write a lot about customer feedback. If you’ve read my article on Listening Assessments or downloaded our free Customer Interview Guide resource , you know I love customer feedback that tells a story and contextualizes our other data. When I talk with folks about customer feedback, one thing I often hear is “What questions should we be asking customers?
Customer Think
AUGUST 30, 2021
We live in an increasingly connected world, and we’re using more data than ever before to solve problems and understand the world around us. The same is true of the construction industry, which relies on data analytics platforms like ITLytics to make design decisions, improve efficiency, and even prevent accidents. From crowd-sourced design software to […].
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.
Shep Hyken
SEPTEMBER 1, 2021
I’ve written about this before. Our customers are smarter than ever when it comes to customer service and receiving a great customer experience. They no longer compare us only to our direct competitors, but instead, to the best service they have received from any company, large or small, global or local. These companies are setting the bar higher. They are forcing everyone in business to up their game, and that’s great for us as customers. .
Adrian Swinscoe
SEPTEMBER 1, 2021
Today’s interview is with Jeff Nicholson, Global Leader, CRM Strategy for Pega, where he heads up the company’s CRM market strategy and vision worldwide. Jeff joins […]. The post The top frustrations of customers and agents are the same – Interview with Jeff Nicholson of Pega first appeared on Adrian Swinscoe.
Uniphore
AUGUST 31, 2021
Learning is complex. What does it take for a person to learn a language, for example? If it’s a modern language, the student buys a book, takes a class or downloads an app. In each option, the student receives specific instruction for mastering part of the language, including feedback from the teacher, checking answers in the book or interacting with the app’s interface.
Customer Think
AUGUST 29, 2021
When you have invested the time and money to acquire a brand-new customer, you lose on the full revenue capacity of that individual if they leave, or churn, earlier than preferred. By minimizing the rate of churn, companies prosper and grow quicker. When most companies think about how to speed up growth, generally their first […].
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.
Shep Hyken
SEPTEMBER 3, 2021
This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. She writes about how contact center agents can maximize productivity and provide a better customer experience. Contact center agents are often hampered by a lack of data and resources, which undermines their productivity. .
Customer Bliss
AUGUST 30, 2021
A little while after Indra Nooyi was named the CEO of PepsiCo, she traveled home to India to visit her mother. The morning after she arrived, piles of visitors began pouring into her mothers’ home. They walked past Nooyi and straight to her mom where they congratulated her on her daughter’s accomplishment. They praised her for her ability to raise a daughter who would become CEO.
Conversation Agent
AUGUST 28, 2021
“Great organizations have one thing in common: great managers.” This was the finding on a research by Bain & Company circa 2008. The authors reported four management principles that are essential to achieving breakthrough performance. If you're a nonprofit manager (it hold for companies of any kind), they found your 1) costs of serving should always decline; 2) market position determines your options; 3) clients and funding pools don’t stand still; and 4) simplicity gets results.
Customer Think
SEPTEMBER 3, 2021
Have a business VoIP phone system but worried about VoIP security? Here is a detailed post to help you understand how to best keep your voice over IP phone system safe and secure. How to Protect a VoIP Phone System? To protect your voice over IP phone system, you must first understand the common threats […].
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?
Shep Hyken
AUGUST 31, 2021
The Experience Maker. Creating Consistent Exceptional Customer Experiences. Shep Hyken interviews Dan Gingiss, an international keynote speaker, coach, and author of The Experience Maker. They discuss how to create experiences that customers want to talk about. Top Takeaways: An Experience Maker is that person in an organization that wears the customer hat at all times.
Help Scout
SEPTEMBER 2, 2021
Tier 2 support team members are the folks responsible for handling technical escalations and more advanced inquiries that are beyond the skills or knowledge of your first level customer service representatives. When supporting a highly technical product, a tier 2 team may handle implementation and core product guidance. In contrast, the tier 2 team supporting a retail product may handle lower priority bugs, dispute resolutions, or triage, as their skills are less about product knowledge and more
Logicalware
SEPTEMBER 1, 2021
Following the announcement of Puzzel’s expansion into the Netherlands, CEO Frederic Laziou sat down with CustomerTalk to chat about the latest trends in customer service and our vision for the future. Norwegian company Puzzel , an innovative specialist in cloud-based contact centres, has invested heavily in recent years to offer a flexible and scalable online solution to organisations of all types and sizes that want to optimise their customer services and customer experiences.
Customer Think
AUGUST 31, 2021
Digital marketing has advanced a lot in the last few years. And with the outbreak of the pandemic and the mandatory isolation it brought along, the internet and digitization became an indispensable part of our lives. Unlike ever before, 2020 saw a massive leap in digitalization. Everything went online. Working from home became the new […].
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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
Aquire
AUGUST 30, 2021
Think about a local bakery in your neighborhood (if you’re lucky enough to have one). What does a small business like that do better than other businesses? If we had to pick one thing (apart from freshly baked goods), it’d be personalized customer service. Thanks to their lower sales volumes, small businesses can easily get to know who their customers are and what they want.
Zendesk
AUGUST 30, 2021
Anyone on a support team will tell you that responding to every customer inquiry is tough, especially if you’re working for a small business with limited resources. Using a do-not-reply email—a special type of account that’s unable to receive incoming messages—may seem like a tempting way to lessen that volume. It’s true that do-not-reply emails have their perks, and they may have a place in your business model.
The DiJulius Group
AUGUST 30, 2021
The Great Resignation is a mass, voluntary exodus from the workforce. It is here, and it is quite real. Turnover is nothing new, and neither are corporate retention strategies. But the Great Resignation and extreme turnover that is happening today across industries is a different phenomenon that requires a different approach. The Great Resignation caught.
Customer Think
AUGUST 30, 2021
You reap what you sow. You get what you give. Do good things, and good things will happen to you. These old adages have been moral guidelines for centuries, but it turns out that karma is also a pragmatic business approach. In a classic study by behavior expert Robert Cialdini, restaurant diners who were given […].
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
Help Scout
AUGUST 31, 2021
Customer support representative is one of the most common jobs on the market for individuals looking to work in technology, so the job description you write for your open role needs to be exceptional in order to attract applications from exceptional candidates. It’s important for your job description to clearly reflect your company’s needs and the requirements of the role.
Zendesk
AUGUST 31, 2021
Customers love to feel special and understood. According to research from Epsilon, 80 percent of customers say they’re more likely to do business with a company if it offers personalized experiences. Additionally, 90 percent indicated they found personalization appealing. Personalization often begins long before a consumer even considers making a purchase.
Beyond Philosophy
SEPTEMBER 2, 2021
Some of you may know that I also have a podcast. We’ve begun a new feature on the podcast where people write in about their problems. A podcast listener asked me how to increase the response rates to their email campaigns. Since email response is an issue many of you are dealing with, I thought I would share how you can use the behavioral sciences to increase your response rates.
Customer Think
SEPTEMBER 3, 2021
While the “gig economy” surfaced several years ago, it’s becoming increasingly relevant in today’s post-pandemic world. A Gartner analysis showed that organizations will continue to expand their use of contingent workers to maintain more flexibility in workforce management post-COVID-19. Here’s a look at how this gig economy evolution is likely to pan out as it […].
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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