Intercom, Inc.

JULY 8, 2020

Support has changed in innumerable ways, from the emergence of call centers ( yes, phones were novel once ) to the shift to social media. But one thing has not: what customers want. As consumers ourselves, we’re all too familiar with what our customers want – a convenient and personalized support experience. There’s little more frustrating than finding out you’re ticket #372876 or being subjected to Cisco’s “Opus No. 1,” the anthem of waiting on hold.

Social Media 203

Social Media Contact Center Customer Expectations Gaming 203

Heart of the Customer

JULY 7, 2020

Swing for the fences! Shoot for the Moon! You got this! During my many years as a high school and collegiate lacrosse player and coach, I heard (and said) encouraging platitudes like these more times than I can possibly count. But I think many CX professionals – myself included – could benefit from a reminder of just how much confidence […].

CX 174

CX Customer Experience 174

Beyond Philosophy

JULY 9, 2020

A genuine effort to understand your customers’ emotions is essential to your Customer Experience design. Also, when you can segment based on customers’ behavior and the needs the behavior indicates, you can customize your experience to appeal to each segment. Today, I have a new form of segmentation that I have been working on to help people during the pandemic.

Customer Experience 162

Customer Experience CX Technology Technology 162

Fonolo

JULY 7, 2020

The COVID-19 pandemic has impacted industries worldwide, but few others are feeling the heat like the healthcare industry. And we’re not just talking about those working in the front lines. According to the National Post , call centers are being overwhelmed by callers looking for both physical and mental health support. This spike in call volume has resulted in queues that are hours long, and challenges for call center staff. 9 Effective Ways to Handle Call Spikes in a Crisis.

Healthcare 112

Healthcare Technology Technology 112

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ProProfs

JULY 10, 2020

The coronavirus outbreak has affected many sectors across the world. Right from transportation to hospitality, many industries are at their worst due to the pandemic. In this situation, a few areas such as e-commerce and e-learning are getting immensely popular. According to UNESCO , the lockdown enforced the shutdown of schools all over the world, resulting in 1.38 billion children out of their classroom.

E-commerce 119

E-commerce Education Government Transportation 119

TeamSupport

JULY 6, 2020

Has your Inbox has screamed, “Enough!” because of all of the e-mails related to support tickets piled up? This is one of the top pain points reported by B2B customer support professionals, and this four-part blog series will explore how the right B2B customer support software will help you solve for all of them. Let’s start with Part 1: Using a B2B help desk ticketing system powered by advanced technologies to resolve more tickets, shorten issue resolution time, and leave your inbox for email, n

B2B 104

B2B Start-ups Technology Technology 104

The DiJulius Group

JULY 8, 2020

1. Feature Article Feeling Bad About Social Inequity Is Not Enough By John DiJulius, Chief Revolution Officer Like most people when I saw the news about the George Floyd incident, I was horrified. I wanted immediate justice and was irate that it took so long before the officers involved were fired, arrested and charged. Read Full Article. The post Feeling Bad About Social Inequity Is Not Enough appeared first on The DiJulius Group.

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100

Kate Nasser

JULY 5, 2020

Lack of empathy for customers is customer service incompetence. Give customers empathy long before they cry or leave. Insights fr The People Skills Coach™. The post Customer Service Incompetence: Empathy Only For Tears | #CX #PeopleSkills appeared first on KateNasser.com.

Customer Service 92

Customer Service CX Healthcare Contact Center 92

C3Centricity

JULY 8, 2020

Denyse Drummond-Dunn · What makes a great website? “Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. What makes a great website? What makes a website great for your customers? What makes a website great for your potential customers? The answers to these questions will help you to publish a successful website.

Entertainment 83

Entertainment Social Media Real Estate Gaming 83

TeamSupport

JULY 8, 2020

The right B2B customer support software means never having to say goodbye. In our first blog post in this four-part series we introduced the top pain points reported by B2B customer support professionals and how the right B2B customer support software will help you solve for all of them, starting with using a B2B help desk ticketing system instead of your inbox to resolve issues in a more timely, efficient manner.

B2B 86

B2B Net Promoter Score Sentiment Analysis NPS 86

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

The DiJulius Group

JULY 8, 2020

Giving back to the community is not just about writing a check. Social service should be way more than that. You have to get involved and find out what people with different backgrounds are like. And it starts with having those conversations. In this episode of The Customer Service Revolution, John DiJulius interviews coach DJ. Read Full Article. The post 011: Fostering Social Responsibility with DJ Santiago appeared first on The DiJulius Group.

Customer Service 84

Customer Service 84

DMG Consulting

JULY 5, 2020

Question: How does speech analytics perform trend analysis? Isn’t it just counting how often words are used? Answer: Trend analysis in interaction (speech and text) analytics solutions provides deeper insights than word count frequency. At its most basic, trend analysis is designed to allow users to define “things” they know to look for in voice and text-based interactions, which are then surfaced by the application.

Artificial Intelligence 77

Artificial Intelligence Text Analytics Machine Learning Start-ups 77

Chip Bell

JULY 7, 2020

William Shatner is a part of my morning start-your-engines. At least most mornings. At 6 a.m. with a cup of fresh hazelnut black coffee, my wife and I watch a few minutes of the news. It gives our day a fresh, up-to-date beginning. Most days, William Shatner does a TV ad for SoClean, the appliance for cleaning CPAP machines. The word you take away from the ad is “fresh,” spoken like Captain Kirk got an A in speech class.

Start-ups 77

Start-ups Engineering Customer Experience Customer Expectations 77

Myra Golden Media

JULY 9, 2020

Yesterday I sat down with author, consultant, and trainer, Jeff Toister, to discuss a familiar problem customer service professionals grapple with in contact centers – conversation control. Jeff recorded our discussion, and you can view it here to discover a surprising reason why your calls are taking so long. Continue the Conversation with Me?

Contact Center 62

Contact Center Customer Service Customer Experience 62

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

eglobalis

JULY 5, 2020

CX 150

CX 150

DMG Consulting

JULY 5, 2020

Developing a Contact Center Work-At-Home Program. While many contact centers, particularly the large ones, had disaster recovery (DR) and business continuity (BC) plans in place before the pandemic hit, even if they were rarely tested and updated, surprisingly few included the option of having employees work from home for an extended period of time.

Contact Center 84

Contact Center Text Analytics Technology Technology 84

Provide Support

JULY 4, 2020

The post Provide Support Live Chat App for Shopify appeared first on Provide Support Blog.

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90

Knowmax

JULY 9, 2020

Why Content Management is good, but Knowledge Management is great.

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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

The DiJulius Group

JULY 9, 2020

Whether you’re an entrepreneur, a financial manager, a healthcare provider, or whatever it is you’re doing, we could all strive to be a virtuoso in whatever field we choose. But how do you become the best at what you do? Start with a decision. Make the decision to become a virtuoso then act on that. Read Full Article. The post How to Become a Virtuoso with Mike Rayburn appeared first on The DiJulius Group.

Healthcare 52

Healthcare 52

Waypoint Group

JULY 7, 2020

I was pleased to be interviewed by Colin Brogan , CRM mastermind and publisher of CRM-oriented educational videos, where we discussed some of the essentials in Customer Engagement: Covid has impacted (changed?) so much of the way business has been getting done: What is the right “posture” in this environment? The danger of the “Annual NPS Survey” process and how to do it right by listening across the customer lifecycle.

VOC 52

VOC NPS CRM Education 52

The Squawk Point

JULY 6, 2020

Should you reward success? Rewarding success is the obvious thing to do. Slaps on the back, public praise, bonuses and honours come easily to us. People expect to be rewarded for good performance. If you reward success then people will strive to give you more of it. Or so the logic goes. It isn’t quite that straightforward. If you play a high stakes game with big bonuses then beware of the downsides : People won’t try anything new, for fear it will go wrong.

Gaming 52

Gaming Start-ups 52

Qualtrics

JULY 6, 2020

Something strange is going on out there. As companies reel from the effects of COVID-19, markets struggle to rebound, and nations are divided on how to respond, employee engagement is on the rise. In a Gallup study released at the end of May, the percentage of employees who are ‘actively disengaged’ was at a 10-year low and the ratio of highly-engaged to disengaged employees was at an all-time high.

Legal 40

Legal NPS 40

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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

1 to 1

JULY 6, 2020

When customers reach out to a brand with sales or customer service questions, they increasingly do it from their mobile devices. Whether it be voice, chat or SMS messaging, digital-first mobile customer interactions are growing fast. Insights from FacebookIQ found that 65 percent of millennials and GenXers prefer to message rather than call or email, followed closely by 63 percent of Baby Boomers.

Mystery Shopping 26

Mystery Shopping E-commerce Retail CX 26

SugarCRM

JULY 5, 2020

New Research Shows How Sugar Discover’s Unique Time-Aware Capabilities Save Money and Optimize Internal Data Insight. . The continual embrace of business intelligence has inspired organizations to find and leverage additional technology in order to optimize, analyze, and predict. With the business intelligence market targeted to reach $ 26.88 billion USD by 2021 , companies are spending more in an attempt to analyze the data that drives their business decisions.

Sales 26

Sales CRM Innovation Technology 26

Intercom, Inc.

JULY 9, 2020

Kevin Indig leads SEO & Content Marketing as VP at G2 and mentors startups in Marketing at GermanAccelerator. Previously, he ran SEO at Atlassian and Dailymotion so it’s no surprise that he is widely regarded as one of the foremost voices in the SEO arena. We were delighted to have him join us for this week’s episode. His is a fascinating story, which places him at the forefront of a discipline that has emerged within his own career span.

Engineering 199

Engineering Start-ups E-commerce B2C 199

Qualtrics

JULY 8, 2020

Find out how you can get back to school with feedback from families, students, and staff at the heart of the actions you take to ensure everyone feels safe, supported and ready to re-start education after the disruption from COVID-19. Some countries have already made tentative steps to getting children back to school, while others have favored a cautious approach, closing schools until the start of the next school year.

Education 40

Education Government Compliance Touchpoint 40

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

Kerry Bodine

JULY 6, 2020

In-person training won ’ t be back for a while… But the need to understand your customers’ behaviors, needs, and expectations remains. To help you drive critical customer-centric decision-making in your organization, I’m hosting a Virtual Journey Mapping Bootcamp on August 4 & 5, 2020. . Day 1 will help you build a solid understanding of the journey mapping methodology and how you can apply it to specific business challenges.

Customer Journey Map 15

Customer Journey Map 15

SurveySensum

JULY 6, 2020

An exhausting day at work made Ziva crave for a pizza from her favorite pizzeria. Unexpectedly, the pizza was delivered to her an hour late and it was cold and soggy. Like any disappointed customer, she reached out to the customer care to complain about the same. The customer service representative listened to her patiently and quickly resolved the issue by offering her a refund for the discontentment and a discount coupon for her next purchase.

Net Promoter Score 83

Net Promoter Score NPS Social Media Start-ups 83

Intercom, Inc.

JULY 9, 2020

Intercom started with a mission to make internet business personal, and a big idea – the world’s first business messenger. We’ve turned that idea and that vision into something real. Today our team of over 600 talented and passionate people revolutionize how businesses connect with customers. I’m honored to lead Intercom in its next era as CEO. I am passionate about building great products that solve important problems and deliver breakthrough value to customers.

Innovation 129

Innovation 129

Qualtrics

JULY 8, 2020

As your people start returning to workplaces, listening and acting on their feedback is more important than ever. Here’s how to do it effectively. Adjusting to new workplace norms amid the ongoing pandemic will take time and significant change management. Many employees are adapting to new ways of working as the employee experience continues to change in dramatic ways.

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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