Callminer
AUGUST 27, 2019
When it comes to measuring the patient experience in healthcare, good customer survey design is rare. And using mixed methods to uncover insights is rarer still.
Beyond Philosophy
AUGUST 25, 2019
Imagine you are selling a used car. Now, imagine your surprise that the person who wants to buy it is your brother. How would that be different from selling your vehicle to a stranger? Would you haggle as hard? (Now, to be fair, if it was my brother Neil, my answer is yes.). People act differently in various types of relationships and transactions. This distinction between these two types of situations is something that psychologists have studied, and the subject of our recent podcast.
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Intercom, Inc.
AUGUST 26, 2019
Today we’re releasing a brand new book, Intercom on Sales. If you work at a high-growth company, you’ve likely heard the saying, “What gets you to $50 million won’t get you to $100 million.” You could swap in any numbers you’d like, and the sentiment would still hold true: scaling sales is incredibly hard. I joined Intercom three years ago to do just that, to take our nascent sales team to the next level.
Uniphore
AUGUST 28, 2019
“I'm sorry, but I do not recognize that response.”. How many times have you heard that sentence while trying to pay a bill, change a service plan, update the address on one of your accounts, or get through to a customer service agent? The answer for most of us? Too many. Gartner predicts that by 2020 a customer will manage 85% of the relationship with an enterprise without interacting with a human, so how do you think your customers feel when they are misunderstood by your company's automated vo
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Callminer
AUGUST 25, 2019
CallMiner has announced a partnership with DataRobot designed to accelerate AI capabilities within the contact and customer experience center.
Beyond Philosophy
AUGUST 30, 2019
The Secret of Creating an Effective Customer Experience (CX) Strategy. What is the experience you are trying to deliver to your customers? This is one of our key questions we ask organizations when we consult with them. It seems a very simple question and yet in reality, the answer is very strategic and critical to moving your CX to the next level. What is surprising is most organizations do not know the answer to this question!
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Service Life
AUGUST 30, 2019
Image by Michal Jarmoluk from Pixabay. This article was originally published on the FCR blog on July 17, 2019. Click here to read the original post. A childhood memory is etched in my brain. After spending a couple weeks at a friend’s cabin, we spent several hours on the final day cleaning. By cleaning I mean emptying trash, dusting, sweeping, vacuuming, washing the linens, cleaning toilets, replacing paper products, and a whole lot more.
Totango
AUGUST 29, 2019
Your customers are your enterprise’s life’s blood. When you get a new customer, work to retain them and grow customer lifetime value. While the sales team will always be looking for new customers, retaining a current customer is far cheaper than finding a new customer to replace them. When you retain a customer, you’ve won a valuable patron who will be far likelier to want future sales or try new products. .
Customer Bliss
AUGUST 29, 2019
Imagine a baby boomer, a Gen X’er, a Millennial, and a Gen Z’er walk into a bar. Sounds like the start of a joke, right? But think about it. How did they each choose the bar? Are they at the same place? What did they order? And if you were to ask them about their experience afterward, how would they answer? Their responses would be vastly different.
Fonolo
AUGUST 27, 2019
Want to order pizza for dinner? It will be at your door in 30 minutes. Looking for a date? An app can help you find that special someone. Need some work done around the house? You can summon a handyman that same day. In today’s world, we don’t have to wait too long for just about anything. Today’s consumer doesn’t just want same-day delivery, they want same-day resolution to any inquiry or complaint they make with a company.
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.
Myra Golden Media
AUGUST 29, 2019
You already know it’s best to not say words like “Unfortunately,” or a hard “no,” and you probably even know that you need to let angry customers vent for at least a few seconds, but there are some other things you should know before trying to get customers to accept your word as final, especially when you have to give customers bad news. I’m sharing three tactics from my handling demanding customers workshops to help you assertively (and politely) control challenging interactions with customers
Lumoa
AUGUST 25, 2019
Sometimes, asking your customers for open-ended feedback can be better than giving a long survey to answer. When you ask for open-ended feedback, the respondent usually comments on what they experienced to be the most critical things in the interaction they just had with your company.
Customer Service Life
AUGUST 26, 2019
This article was originally published on the FCR blog on July 3, 2019. Click here to read the original post and be sure to watch the video that goes along with it. Looking back on quarter two, the nonstop movement in the contact center technology space continues. My latest review of the updates and technologies I’ve seen over the past quarter covers a variety of areas including quality assurance and speech and text analytics, news from Zendesk and Freshworks, and some vendors to consider if emer
UJET
AUGUST 25, 2019
Contact-Center-as-a-Service (CCaaS) providers like to make big promises. Some go as far as saying they have every currently available feature and tool and will fill all your support needs. Let’s go down the list: Voice. IVR. Web chat (desktop and mobile). Email. Text (SMS/MMS). RCS ready. In-app VoIP. In-app Chat. In-app text. Visual IVR. Chatbots. Artificial intelligence.
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.
Chip Bell
AUGUST 27, 2019
“You’ll nefver guess who will be the main attraction at our 6pm wine and cheese reception in the lobby. Last week we had a fortune teller everyone insisted was an extraterrestrial!”. It was the “come on down” greeting on my guest room desk at the Hotel Monaco. I was planning on having dinner with friends at 6pm but I called them and rescheduled it until seven.
Totango
AUGUST 27, 2019
In today’s customer-centered economy, focusing on short-term customers is an outdated business model. Instead, enterprises must nurture every customer relationship to increase retention and customer lifetime value (CLV). . Customer lifetime value is the net profit acquired from a customer throughout a company’s relationship with them. The easiest way to calculate CLV is to multiply the annual profit gained from a customer by the average length of time of customer retention.
Fonolo
AUGUST 27, 2019
Want to order pizza for dinner? It will be at your door in 30 minutes. Looking for a date? An app can help you find that special someone. Need some work done around the house? You can summon a handyman that same day. In today’s world, we don’t have to wait too long for just about anything. Today’s consumer doesn’t just want same-day delivery, they want same-day resolution to any inquiry or complaint they make with a company.
UJET
AUGUST 26, 2019
Contact-Center-as-a-Service (CCaaS) providers like to make big promises. Some go as far as saying they have every currently available feature and tool and will fill all your support needs.
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?
C3Centricity
AUGUST 26, 2019
More than one year after the introduction of GDPR in Europe and the CCPA in California, I wondered what has changed. And more importantly, I got to thinking about customer privacy and how to build a mutually beneficial relationship whilst also respecting it. Customers don’t want to be automatically segmented and followed as they go about the web, viewing different sites.
TeamSupport
AUGUST 30, 2019
Can you truly tell how a customer feels about your business? There are many different tactics that attempt to acquire this information, such as customer reviews and NPS (net promoter score), which may or may not provide an accurate assessment of overall satisfaction. Did you catch them on a bad day when they left an NPS rating? Did they write an odd review as someone was looking over their shoulder?
ClientSuccess
AUGUST 28, 2019
Customer success is a constantly changing and growing role for most companies. While the focus of customer success was only expanded into its own role a decade or so ago, it has really begun to pick up speed and expand in the last few years. Customer success is now one of the driving forces behind recurring revenue for SaaS organizations. As the role itself has become more important, the metrics and processes associated with the role have started to pick up as well.
Customer Bliss
AUGUST 27, 2019
In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. Buying an extended warranty sometimes feels like burning money to me. If I don’t buy it, I need it. If I do buy it, I need it one minute, one hour or one day after the warranty runs out, and if I do call just a bit after it runs out, the answer is, “Sorry, the warranty is over.̶
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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
Totango
AUGUST 26, 2019
Continuing on the journey of providing more value to Portfolio managers, this sprint we are releasing set of features to help drive productivity. Information Request Forms is our newest tool, which enables teams to achieve end to end workflows within Totango by asking the specified team members to fill in the relevant data in context and in time. Imagine that your sales team has signed a new customer (Yay!
The DiJulius Group
AUGUST 28, 2019
How One Franchisee Disrupted Own Industry Like many, the carpet cleaning industry has dramatically changed over the last decade. At one time it was a booming business to be in, until hardwood floors became all the rage in home building and remodeling. As a result of the dramatic lose of revenue; the knee jerk reaction. Read Full Article. The post How One Franchisee Disrupted Own Industry appeared first on The DiJulius Group.
ClientSuccess
AUGUST 27, 2019
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.
Comm100
AUGUST 27, 2019
This is the first of a two-part series about digital customer engagement and HIPAA compliance. In this post we cover the role of the software vendor in protecting Personal Health Information (PHI). The second post explores the core requirements of a HIPAA-compliant digital engagement platform. The need to preserve the privacy and sanctity of personal healthcare data requires no deep explanation.
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
Hodusoft
AUGUST 27, 2019
When it comes to meet the robust business communication requirements, the global enterprises or MNCs put trust in us. At HoduSoft, we have set many milestones while serving our esteemed global clientele with premium-quality, readymade VoIP communication software. Recently, the company has provided ready-to-use HoduCC – Contact Center Software to SHOPTOMYDOOR – A Leading Freight Forwarding Company in Nigeria.
Qualtrics
AUGUST 26, 2019
At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Liz’s “Why Qualtrics” story. It’s funny how things come full circle. I was actually sitting down with our Talent Brand Lead doing this interview and at the end she told me that my career aspirations aligned with what they were trying to do on her team.
SugarCRM
AUGUST 29, 2019
It’s finally here! The Summer ’19 Sugar release has arrived, and we at W-Systems can’t wait to tell you all about it. This post will recap what we found to be the top five developer features now available to you. 1. SugarIdentity. SugarIdentity is a cloud-based identity management service intending to provide a central area to manage user identity areas across all Sugar applications.
Intercom, Inc.
AUGUST 29, 2019
? ?. In this week’s episode we’ve dug down into the podcast vaults to bring you some of the best insights shared by our guests about scaling sales. It’s no surprise that one of the key levers for growth as you go from startup to scale-up is your sales team. How quickly you’re able to accelerate growth depends on your ability to build a nimble sales org and develop a strong sales strategy.
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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