Callminer
JUNE 9, 2021
Quality assurance does more than ensure regulatory compliance, it helps contact centers deliver the best outcomes for customers. Read our blog for tips on optimizing QA practices.
Uniphore
JUNE 9, 2021
Out with the old, in with the new! With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. In the contact center, the leading driver of improvements has been automation. In fact, 65 percent of executives in a 2020 survey cited automation as a catalyst for modernizing legacy business practices.
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Intercom, Inc.
JUNE 9, 2021
We want to give our employees the best possible start to their Intercom careers. That used to mean welcoming them to the company in person but, like everyone, we’ve had to adapt to a new way of onboarding over the past year. The COVID-19 pandemic has completely disrupted the way we work and forced us to reinvent how we onboard new colleagues. At the start of March last year, as the scale of the threat became more apparent, we realized we had to transition our in-person employee onboarding experi
Futurelab
JUNE 7, 2021
Back in 2019, I shared an excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business , that outlines the various types of maps that you may encounter or use in your work to understand and redesign the customer experience. Tags: Annette Franz (Gleneicki) customer experience customer experience design empathy maps journey map Facebook Like.
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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.
Callminer
JUNE 7, 2021
Sentiment and emotion analysis enables businesses to keep track of how customers feel about products and services. This blog shares how these insights deepen customer relationships.
Uniphore
JUNE 10, 2021
We’ve learned a lot during the past 12 months: what restaurants deliver, what six feet actually looks like, what makes up a “home office.” We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Futurelab
JUNE 7, 2021
There are so many different customer experience roles these days that I wrote a post a few months ago called “ Customer [Insert Term Here]: What Do They All Mean? ” In the past, I’ve written a few times about the difference between customer experience and customer service. Tags: Annette Franz (Gleneicki) customer experience customer success productivity Facebook Like.
Fonolo
JUNE 8, 2021
Look around your call center. Do your agents seem tired, frustrated, or fed up with work? Call centers have a reputation for being difficult places to work, especially for front-line agents. This results in high agent churn or disengaged employees. A poor work culture inevitably has a direct impact on your customer experience ? in other words, if your agents aren’t happy, your customers won’t be either.
Uniphore
JUNE 10, 2021
3 Ways Call Center Coaching is Leading to Customer Churn. And How to Fix it With Agent Assist. It’s no secret that better coaching creates more effective agents and better overall customer interactions. Why then do so many call centers struggle to convert coaching into real, measurable results? The problem comes down to a lack of coaching quality and on-the-floor facetime.
Myra Golden Media
JUNE 9, 2021
GET MORE IDEAS LIKE THIS. Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.
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.
Totango
JUNE 8, 2021
During the live presentation of the Technology & Services Industry Association (TSIA) Interact webinar “Mastering Scale with Digital Customer Journeys”, Totango CCO and COO Jamie Bertasi, Trustpilot Senior Global Director of Customer Marketing Taylor Cunningham, and Monster Senior Director of Customer Success and Client Adoption Karla Russel answered several questions from attendees.
Customer Bliss
JUNE 9, 2021
“The best way to learn if you can trust somebody is to trust them.”. – Ernest Hemingway. Companies that practice what I call “ leadership bravery ” are choosing to reverse the trend on business practices that have defined their industries. Through leadership guidance and company actions, they are establishing more balanced relationships, where both sides win.
Beyond Philosophy
JUNE 11, 2021
In my early career, I never thought I could fire a customer. I felt like if a customer wanted to be a customer, I should let them. However, I have changed my opinion over the years. Now, I believe that the customer relationship goes both ways and customers that aren’t treating your organization or employees well should get sacked. In my global Customer Experience consultancy, I have refused to work with some organizations.
The DiJulius Group
JUNE 8, 2021
If you are a business that serves other businesses (B2B), someone’s vendor, for example, then you are always in danger of being replaced. As you know, every company, including yours, constantly examines its budget and reviews expenses for the year. CEOs are always demanding that their leaders find ways to trim their costs and improve. Read Full Article.
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.
DMG Consulting
JUNE 8, 2021
Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. It gives companies access into what customers are “talking” (or writing) about and, specifically, insights into their needs and wants. These increasingly sophisticated analytics solutions have evolved from basic keyword search applications that helped companies understand call reasons to advanced business intelligence (BI) offerings that provide insights and an appreciation of cu
Steven Van Belleghem
JUNE 6, 2021
Build a strong vision & stick to it. In every Annual Report, Jeff Bezos wants a copy of his 1997 Letter to Shareholders attached. That’s the one in which he clarifies the Day 1 mentality that lies at source of Amazon’s success. It’s supposed to be both a culture as well as an operating model that puts customer obsession, a long term focus and permanent innovation at the centre of everything that the company does.
Beyond Philosophy
JUNE 5, 2021
Pricing strategy on its face doesn’t seem complicated. The goal is to get as high a price as you can to ensure you have enough margin to make a profit, while also moving inventory at a sufficient rate. So, the strategy is often to move the price around until you find the sweet spot that hits all these metrics. However, like most things that have to do with customer behavior, it isn’t as simple as that.
Fonolo
JUNE 10, 2021
Managing a call center team isn’t easy. Call center agents are customer service providers 24/7, which means they need to deal with customers with varying moods all day. Due to the nature of their work, it’s common to see call centers struggle with low agent engagement. And if managers aren’t paying attention, this dynamic can severely impact work performance, customer satisfaction, and other aspects of their operation.
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?
Zendesk
JUNE 11, 2021
. . . Companies have long focused on customer experience; some may even say they’re, gasp, customer obsessed. But buzz words aside, all this means is that they’re putting the customer at the center of everything they do. From sales to marketing and support, these companies aim to please at every step of the customer journey. With such a heavy focus on needs of customers, far too often the needs of agents get overlooked.
Zonka Feedback
JUNE 11, 2021
It is not enough for business owners and leaders to know what their customers want; they need to know how their customers are feeling. This is where a single customer view comes in. It enables businesses to track customer sentiment, complaints, and reviews on social media sites such as Facebook and Twitter in order to get a better understanding of their customer experience.
Experience Investigators
JUNE 8, 2021
Human behavior is notoriously difficult to predict. Sophisticated modeling and massive data analysis can help, but these are typically based on past behavior. Past behavior might be helpful for predicting future successes, but what if the context or the entire environment changes from the past to the future? In one study by Concentric , 99% of leaders reported doing some kind of forecasting.
Aquire
JUNE 7, 2021
Content plays into almost every aspect of your marketing team’s work — your inbound marketing, social media, SEO, and lead nurturing strategy all rely on having great content your users love to engage with. That said, writing content that performs in search results is all well and good but it doesn’t necessarily drive users to your product.
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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
LitmusWorld
JUNE 8, 2021
Charting out your CX Excellence with a CX Maturity Roadmap: Part 2 Customer experience, or delivering value to your customer doesn’t just happen. It requires certain pillars to be in alignment within an organization for Read more… Charting out your CX Excellence with a CX Maturity Roadmap: Part 2 appeared on LitmusWorld.
Qmatic
JUNE 9, 2021
Today, most service providers enable appointment scheduling for visitors. But the way organizations manage appointments varies. In this article, I’ll describe some features which will streamline your scheduling process regardless of your industry or size.
Zendesk
JUNE 11, 2021
The concept of a “sales funnel” is a little misleading. After all, a real funnel is designed to catch and pour out every ounce of liquid you put into it. But not every lead that enters the top of your sales funnel will come out the other end as a customer—there’s bound to be some pretty significant spillage along the way. That doesn’t mean your sales and marketing teams should settle for a slow drip of conversions, though.
PeopleMetrics
JUNE 10, 2021
Collecting customer feedback is one thing. Measuring and managing that customer feedback is quite another! And if you want to be customer-centric, you need to make sure you're doing all three. In this session, we walk you through how the customer feedback management process works when you're using a customer experience management tool like PeopleMetrics as the central hub of your Voice of the Customer (VoC) program.
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
DMG Consulting
JUNE 9, 2021
Question: How should remote agents move from new hire training to a contact center team? Answer: Since there is no easy way to implement a traditional (on-site) transition team for remote agents, this process needs to be recreated virtually. A transition team is where an agent is assigned to a small interim group that helps facilitate the progression from training to a permanent team.
Totango
JUNE 11, 2021
In this blog series, we discuss different Totango integrations that help to harness the powers of all of your technology platforms into one dynamic system. The Totango API provides a full customer 360 view and helps improve your team’s efficiency so you can take your customer success to the next level. . This article explores Totango’s data warehouse integrations including Google BigQuery, Microsoft SQL Server, Redshift, and Snowflake, but these are just a few of the ways you can integrate your
LitmusWorld
JUNE 10, 2021
CX Maturity Roadmap Guide CX Maturity is a journey! Every CX professional wants to achieve CX excellence across their organisation. But many fail to understand that CX is a company-wide commitment and every employee will Read more… CX Maturity Roadmap Guide appeared on LitmusWorld.
Knowmax
JUNE 7, 2021
Top 5 benefits of having dynamic agent scripting in call center.
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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