Callminer

AUGUST 3, 2020

Cultivating emotional intelligence is important for every customer service agent. Here is a list of emotions and how to identify them.

Customer Service 336

Customer Service 336

Intercom, Inc.

AUGUST 3, 2020

At Intercom, we’ve been truly inspired by our customers during these trying times and how they’re helping people in need. One shining example is Code for America. Here’s their story. As global unemployment rates continue to grow, people are looking to government for guidance, reassurance, and financial assistance. In the US, individuals who have recently lost their job or whose income has been impacted can apply for government benefits.

Government 211

Government Non-Profits 211

eglobalis

AUGUST 2, 2020

Culture Experience Is Your Diversity and Inclusiveness Real, or Imagined? Customer Experience Human Experience. The post Is Your Diversity and Inclusiveness Real, or Imagined? appeared first on Eglobalis.

Customer Experience 172

Customer Experience Customer Relationship CX 172

UJET

AUGUST 5, 2020

After over 10 years in the software startup scene and a great start at UJET in its San Francisco headquarters for a year and a half, I had the opportunity to move to Europe. Now after being in Munich for almost two years, I’ve had time to reflect on the benefits, drawbacks, and lessons learned about working remotely while living abroad. While I could go on and on about personal growth, many of the same lessons and insights I’ve gained personally have also benefited me professionally.

Start-ups 133

Start-ups Actionable Insights 133

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Callminer

AUGUST 3, 2020

Learn more about the meaning of the term ‘eDiscovery’ as well as the current legal and procedural landscape that surrounds it.

Legal 182

Legal 182

Intercom, Inc.

AUGUST 5, 2020

As a business grows, most support leaders will be challenged to answer this seemingly trick question: can you provide a best-in-class customer experience…but at a lower cost? Not long ago, answering this question meant veering in one of two directions. If you said “no,” you had to find a way to justify having really happy customers at an equally high cost.

Customer Experience 204

Customer Experience Customer Satisfaction Engineering Retail 204

Beyond Philosophy

AUGUST 1, 2020

The 5 Rules for Behavioral Journey Mapping. A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. What Are The Five Rules? We were training customers with journey mapping recently when it became apparent that people didn’t understand what journey mapping could do for them.

Net Promoter Score 122

Net Promoter Score Customer Journey Map Start-ups Customer Experience 122

Heart of the Customer

AUGUST 6, 2020

I wrote last week about the importance of change management for customer experience (CX) programs, using John Kotter’s model. This post dives deeper into Step One of his approach: creating a sense of urgency. Without a doubt, this can be challenging. If your company is doing well, it’s hard to get people’s attention. Why tinker […]. The post To Spur Action, Create a Sense of Urgency appeared first on Heart of the Customer.

CX 109

CX Customer Experience Finance NPS 109

Intercom, Inc.

AUGUST 4, 2020

I’m delighted to welcome Dan Griggs to Intercom as our CFO. He brings extensive financial and leadership experience that will help Intercom continue to scale and deliver on our mission to make internet business personal. As a company, we are at a pivotal moment in our journey. We are seeing record demand for our Business Messenger and increasingly larger businesses are choosing Intercom to build strong relationships with their customers.

Finance 132

Finance Gaming Technology Technology 132

Totango

AUGUST 5, 2020

Customer engagement, while always a vital piece of the puzzle of success, has never been more important than it has become since the pandemic. The use of telecommunication has dramatically increased since the COVID-19 outbreak began, and people are spending more time on their digital devices while waiting for life to return to normal. . This alone should be reason enough to take a second look at your digital engagement efforts.

Technology 103

Technology Technology Innovation Customer Satisfaction 103

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

ProProfs

AUGUST 2, 2020

When we released the enterprise version of our flagship assessment tool ProProfs Quiz Maker our aim was to provide enterprises a high-performance assessment platform. At ProProfs, we believe every organization has its specific skills testing, training, and recruitment requirements. That’s why we developed the enterprise version of ProProfs Quiz Maker.

Compliance 105

Compliance Education Social Media Sales 105

The DiJulius Group

AUGUST 5, 2020

1. Feature Article How Easy do You Make it for Your Customers to Complain? By John DiJulius, Chief Revolution Officer Think about the last several times you had a disappointing experience as a Customer. Did you tell anyone at the company? You left a business frustrated or hung up the phone more stressed than. Read Full Article. The post How Easy do You Make it for Your Customers to Complain?

Customer Experience 105

Customer Experience 105

TeamSupport

AUGUST 5, 2020

In Part 1 of this blog series we started exploring tools that can help your B2B customers solve issues on their own and ways to help them feel more comfortable doing so. Now in Part 2 of this series, we’ll explore one way that customers can speed up the time to ticket resolution with live chat. Let’s Chat! It’s no secret that more B2B customers are using live chat than ever before.

B2B 89

B2B Machine Learning B2C Start-ups 89

ClientSuccess

AUGUST 3, 2020

Over the last decade or so, the role of the Customer Success Manager has exploded, due in large part to SaaS organizations and updated onboard models. While this industry growth has resulted in increased levels of customer satisfaction, it has also put the role and KPIs of CSMs squarely at the forefront of many organization’s and executive’s strategic decision processes.

Innovation 81

Innovation Customer Satisfaction Sales Technology 81

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

ProProfs

AUGUST 7, 2020

Employees are the biggest asset of every organization. Realizing this, companies are spending more than before on employee training. The only way to improve performance, ensure retention, and achieve business growth is through employee training. To make the most of such programs, you first need to know the ins and outs of employee training and development.

Innovation 98

Innovation Education Business Growth Start-ups 98

The DiJulius Group

AUGUST 5, 2020

In this episode, The DiJulius Group’s Chief Revolution Officer John DiJulius talks with Chief Evangelist Guy Kawasaki, the man who popularized the term “evangelism.” Guy Kawasaki started his career working directly with Steve Jobs as Apple’s Chief Evangelist. He is a brand ambassador for Mercedes Benz, an executive fellow of the Haas School of Business.

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98

C3Centricity

AUGUST 4, 2020

The current pandemic has clearly highlighted those companies who care about their customers and who provide them with customer service excellence. If you claim to be customer centric are you sure you’re truly walking the talk and not just talking about customer service excellence? Many companies are and the pandemic has brought them into the spotlight.

Customer Service 71

Customer Service Social Media Manufacturing Customer Expectations 71

Chip Bell

AUGUST 4, 2020

All our businesses depend upon the good will, continued support, and referrals of external as well as internal customers. But, how we serve and care for each other in our enterprises will ultimately be reflected in those clients who pay the bills. In May 2019, the World Health Organization (WHO) listed burnout in its classification of occupational hazards.

Customer Service 76

Customer Service Start-ups Customer Experience 76

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

AUGUST 3, 2020

Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Comments This field is for validation purposes and should be left unchanged. Close. Sales, Marketing and Enterprise Uses of Interaction Analytics. 7/14/2020.

Sales 72

Sales Contact Center Text Analytics Social Media 72

Kerry Bodine

AUGUST 1, 2020

Join me on Wednesday, August 12 at 1:00pm ET for a webinar with the Toronto Customer Experience Professionals Association. It’s FREE for CXPA members and CAD$65 for everyone else. Webinar overview. Journey mapping has reached fever pitch in the customer experience world. But an organization’s mapping efforts are only effective if the resulting maps drive positive business outcomes — and that isn’t going to happen through wishful thinking.

CX 62

CX Customer Experience 62

TeamSupport

AUGUST 3, 2020

“Due to increased call volume, hold times may be longer than usual.” How many times have we heard that when calling a customer support line? It’s frustrating enough when you have an issue that you need to get resolved without waiting endlessly on hold if you’re calling, or for an e-mail response if you’ve e-mailed in. And it’s worse if you are a B2B customer because your issue could be mission-critical and if you’re waiting for a response for your issue to get resolved, so are your B2B clients.

B2B 64

B2B Technology Technology Customer Service 64

Doing CX Right

AUGUST 6, 2020

I had the honor of joining Professor Pete Alexander, host of Winning In Business and Life podcast. He asked me thought-provoking questions about customer experiences and leadership at rapid speed. I had 7 minutes to answer the following 6 questions: In a few sentences, tell us who you are and what you do. What’s the best thing about working in your industry?

CX 52

CX 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

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. 7/23/2020. IA proves essential during COVID-19 for customer insights and employee oversight. 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 Interaction Analytics Product and Market Report.

Text Analytics 62

Text Analytics Contact Center Innovation Sales 62

Hodusoft

AUGUST 6, 2020

The COVID-19 popularized the term Work From Home. What used to be an option became mandatory. It is proving to be a practical way to ensure continuity of business and work. Even DoT has extended relaxation up to 31 st December 2020 to permit contact centers to carry out remote operations with their employees working from home. Even business enterprises can maintain continuity with the use of the right contact center software that makes it effortless for employees to collaborate, work, and provid

Contact Center 52

Contact Center Social Media CRM Omnichannel 52

The DiJulius Group

AUGUST 6, 2020

Arnie Malham is an experienced entrepreneur with a culture-first mindset. In his stellar book, Worth Doing Wrong: The Quest to Build a Culture that Rocks, Arnie outlines the importance of creating world-class customer service cultures – which has to start from the top. In other words, culture reflects leadership. It actually doesn’t require a huge.

Customer Service 52

Customer Service 52

Comm100

AUGUST 5, 2020

Only 35% of customers are willing to wait 30-60 seconds for a response on live chat. For today’s consumer fast support is non-negotiable, and long wait times are unacceptable. On the surface, these ‘lost’ customer engagements may not seem especially important, but their impact can go far beyond slight frustration. If a customer’s issue is not resolved and their voice is not heard, customer retention is at risk.

Customer Service 52

Customer Service Social Media Omnichannel AI 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

Provide Support

AUGUST 5, 2020

The post 4 Tips to Encourage your Remote Customer Service Employees appeared first on Provide Support Blog.

Customer Service 68

Customer Service 68

Knowmax

AUGUST 5, 2020

Call center scripting: Empower agents with next best action.

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59

Qualtrics

AUGUST 6, 2020

One of the most important books any business leader can read in 2020 is Unlearn: Let go of past success to achieve extraordinary business results , by leading business transformation consultant Barry O’Reilly. At a time when every organization is looking for a roadmap forward , this book outlines the ultimate method for adapting your business for an ever-changing world - during the current pandemic and long after it.

Retail 26

Retail Innovation Technology Technology 26

SugarCRM

AUGUST 4, 2020

SugarCRM named a Sales Force Automation Visionary by Gartner for 8th Straight Year. Last week Gartner released its 2020 edition of the Magic Quadrant for Sales Force Automation , and once again Sugar was named to the Visionary quadrant. This marks the eighth straight year Sugar has been lauded for its product vision. In addition, Gartner lauded our high customer retention rates—among the highest of the 15 vendors named in the report.

Sales 26

Sales Customer Retention NPS CX 26

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