Callminer
OCTOBER 10, 2022
Our recent webinar with Kate Leggett, VP Principal Analyst at Forrester, dove into the impact of customer and employee experience on businesses’ bottom lines. Read on for a summary of the discussion.
Adrian Swinscoe
OCTOBER 10, 2022
This is a guest post from Julie Mcintosh, Chief Culture Officer at Kura, the largest independent outsourcer in the UK. The mental well-being of your employees […]. The post Contact centres: How to look after your employee’s mental health first appeared on Adrian Swinscoe.
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Heart of the Customer
OCTOBER 12, 2022
Visualize, monitor, and manage your journeys with a customized metric designed around your needs, your organization, and your customers.
Intercom, Inc.
OCTOBER 13, 2022
?. At Intercom, we believe that in-product messaging will become the primary customer communication channel. Not only is it the only channel you have full control over, but it’s the best place to quickly sort out issues and share information with your customers in a swift, non-disruptive way. After all, if you’re trying to engage your customer or persuade them to take an action, the best and easiest place to do that is when they’re in the product itself – not a few hours or days late
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.
Callminer
OCTOBER 12, 2022
Product recalls can have a dramatic impact on both a business's reputation and bottom-line. Read on to hear advice from industry experts on how to reduce product recalls.
Shep Hyken
OCTOBER 12, 2022
Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. More on why in just a moment. For now, let’s address why companies aren’t using social channels. . When a company tells me they don’t want to participate in social media customer care, I ask why.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Intercom, Inc.
OCTOBER 13, 2022
We’ve just wrapped up another edition of New at Intercom to share our fall 2022 product launch with everyone. Meet the five brand-new product innovations that will drive up customer engagement this fall – including our biggest messenger update yet. The last year hasn’t been easy. The industry landscape is changing, the prospects of a global recession are ever-present, and everyone is struggling to get leaner, reduce costs, increase efficiency, and increase customer satisfaction and retenti
Totango
OCTOBER 12, 2022
Recent years have seen an astonishing rise in the popularity of subscription-based products and services. The world of ownership is being replaced by Spotify, Hulu, Amazon Prime, and a host of other on-demand services. And of course, customers can easily cancel the very second they become dissatisfied, lose interest, or feel they aren’t getting the value they expected. .
Fonolo
OCTOBER 11, 2022
After-call surveys give you rich insights into your call center’s day-to-day operations. They’re kind of like customer satisfaction surveys, except they’re sent to a customer immediately after an agent-customer interaction. Why does the immediate timing matter? There’s something special about the after-call survey’s authenticity. Think of freshly baked chocolate cookies right out of the oven.
MyCustomer Experience
OCTOBER 13, 2022
This blog post is by Maria Ward, Account Manager & Knowledgebase Engineer at Creative Virtual, and featured as part of our Customer. 13th Oct 2022. By Mandy Reed Global Head of Marketing.
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Intercom, Inc.
OCTOBER 12, 2022
Customer engagement is the lifeblood of internet business. In a competitive, ever-changing market, establishing deep relationships with your customers is essential for your business to thrive. . At Intercom, we understand that the best way to engage your customers is by delivering the right message, to the right person, at the right time. We’re committed to building a product that helps you understand your customers’ goals and solve their problems in a personalized, contextual way. .
Steven Van Belleghem
OCTOBER 11, 2022
Back to the core. A while ago, I was invited to give a keynote for DPG Media in Belgium, which is one of the leading European media companies. They are truly known for their ability to reinvent themselves and their understanding of the possibilities of the digital world. But surprisingly enough, I heard their chairman Christian Van Thillo state the following in one of his talks: “We are not a technology company.
Beyond Philosophy
OCTOBER 13, 2022
Why Video is the Untapped Jewel to Greatly Enhance Your Customers’ Experience. We created this newsletter in partnership with Streem. Have you ever used the word “doohickey” or “thingymajig” in a call with a contact center? I have. I didn’t know what the whatchamacallit was, but I knew it wasn’t working. Unfortunately, the expert at the contact center didn’t know what the doodad I described was either, so we were at an impasse.
Conversation Agent
OCTOBER 10, 2022
The “point of view in the American novel” was an assignment I relished during my course on American literature at the University of Bologna. I started the paper by describing a scene from Hitchcock’s Rear Window: A man in the semi-distance looking inside the apartment across and the yard below him. From the activities taking place in his view, the character develops a narrative piecing together clues made of body language and action.
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.
Zendesk
OCTOBER 11, 2022
Conversational CRM is the new way businesses are managing their customer relationships, relying on new channels (like web and mobile messaging), new technologies (like AI that goes beyond the buzz) and new methods of staying on top of conversations (like fresh interfaces designed for agents). Here’s the thing: Customers are people, and people don’t want to be treated like a ticket or a sale just because they’re talking to brands.
Zonka Feedback
OCTOBER 12, 2022
One of the most important things a company can do is meet customer expectations. Businesses can lose money and face brand image issues if they don't take steps to ensure customer satisfaction. Meeting and exceeding customer expectations can be challenging, but making an effort in this direction will lead to better results down the road.
Beyond Philosophy
OCTOBER 8, 2022
This podcast was created in partnership with Streem. Delta thinks I am a liar. Or at least it felt like they did on this phone call with me. If we had a video option, the entire experience would be better for both sides, and I would have the flight I wanted. Video can be the untapped jewel of your experience design, and we will explain why. The problem was a schedule change that put me out of Boston instead of Atlanta.
TeamSupport
OCTOBER 12, 2022
Most businesses maintain some sort of customer self-service tools, whether it’s a chatbot or guide bot framework or a collection of knowledge base articles. Chances are your business maintains some sort of a self-service option, but does your business do a good job of promoting that to your customers? Self-service provides customers the opportunity to solve a question on their own without directly involving your customer support team or help desk ticketing software.
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?
ModSquad
OCTOBER 11, 2022
If you told someone in 2006 that you’d be seeing a major superhero movie every year, binging multiple TV spin-offs, and waiting with bated breath for the newest Marvel commercial during the Big Game, they’d probably laugh at you. Fast forward to now, and you have everything from casual viewers to die-hard superfans coming together for a mixed multimedia experience.
Zonka Feedback
OCTOBER 10, 2022
Crafting effective customer feedback surveys is an art. To get feedback from your customers, you must think like them and make their feedback experiences smoother than they may be expecting.
Fonolo
OCTOBER 13, 2022
Reducing call center shrinkage sounds like a no-brainer. If you schedule enough staff, give them the tools to do their job, and ensure they stick to a schedule, your problem is solved, right? Not so fast. For starters, everyone knows call center agents work very hard — but no one can be at their desk 24/7. At any given moment, your scheduled staff may be attending a meeting, taking a break, or arriving late because their kid missed the bus and they had to drive them to school.
Comm100
OCTOBER 10, 2022
The life of chatbots in customer service has been turbulent. However, as bot technology has rapidly improved, so too has organizations’ readiness to adopt chatbots in their customer service operations. By introducing a chatbot, organizations are now expanding customer service availability, cutting costs, increasing team efficiency, so much more. In this blog, we’ll look at some of the best chatbot examples across industries, revealing how organizations are using automation and the benefits each
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.
Doing CX Right
OCTOBER 14, 2022
Kerry Bodine, co-author of Outside In and a globally recognized customer experience expert explains how to put the customer first and gain financial benefits by doing human-centered design and journey mapping the right way. Kerry and I dive into her famous book “Outside In” (a must-read) and discuss practical ways to apply human-centered design, and journey mapping the right way.
Zonka Feedback
OCTOBER 11, 2022
Product Feedback is anything your customers tell about your product based on their experience with your product. It can be a simple comment like “Amazing! It’s super easy to use!” and also be a long testimonial or a long email complaining about a bug or poor interface.
Shep Hyken
OCTOBER 14, 2022
This week, we feature an article by Christopher Jan Benitez, a freelance writer who specializes in digital marketing. He shares the importance of developing online training resources for your customer service team and how to implement one for the success of your business. Your customer service team must be an asset to your organization. They should help provide quick service , sustain positive customer relationships, and help address concerns prospects have from becoming one. .
ClearAction
OCTOBER 12, 2022
5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. This means current experience management metrics are insufficient! (NPS, CSAT, FCR, Health / Effort Score, etc.) Interestingly, Employee Experience or Partner Experience can be substituted for CX below.
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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
Execs In The Know
OCTOBER 10, 2022
Customers want to connect with brands across multiple channels on their preferred platforms. These shifting expectations have paved the way for two unique but often misconstrued customer experience (CX) approaches: omnichannel and multichannel. The lines between omnichannel and multichannel customer experience often blur, and even though the terms are sometimes used interchangeably, they are not the same.
Zonka Feedback
OCTOBER 11, 2022
Your team's productivity, morale, and development are all impacted greatly by the quality of your meetings. Measuring and monitoring the success of your meetings can provide you with the confidence that you're making progress toward your objectives. Conducting surveys is a tried-and-true method for learning their opinions. A well-designed survey through a reliable survey software can yield invaluable insights, while a poorly executed one will just frustrate participants.
Shep Hyken
OCTOBER 11, 2022
Creating Employee Morale Through Gifting. How Happy Employees Translate Into Happier Customers. Shep Hyken interviews Temy Mancusi-Ungaro, Chief Executive Officer of Reachdesk , a global data-driven gifting platform that helps teams send gifts at a large scale and measure their impact. He shares how companies can use gifts to create employee morale, nurture team connections, and ensure employee retention.
The DiJulius Group
OCTOBER 10, 2022
Much has been said about how business owners and leaders are feeling, post-pandemic. Many are short-staffed and frustrated regarding the customer service quality or lack thereof that their current employees are delivering. Now that we’re making the Great Adjustment it’s time to review what is working, and what is not, and discover why CX training. Read Full Article.
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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