Callminer
JULY 21, 2020
Marketers, analytics pros, and CX experts named these the most innovative ways companies are leveraging predictive analytics to improve customer experience.
PeopleMetrics
JULY 20, 2020
After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Here they are! Measuring the customer and employee experience is a continuous process, not an event.
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Beyond Philosophy
JULY 18, 2020
The Big Mistake People Make with AI. Business leaders of today have to understand the technology of tomorrow. Specifically, one would be wise to understand what AI is, how it works, and what problems it can solve for your business. This episode of The Intuitive Customer is a conversation with Bikram Ghosh, associate professor of marketing at the Eller College of Management at the University of Arizona, Tucson about AI in business today and what is possible for your business processes.
Fonolo
JULY 21, 2020
Lots of conversations happen daily at your contact center. But do you know what’s being left unsaid? An open, communicative work environment is the key to a healthy and vibrant work culture. Saying you have an open-door work policy is easy; making sure that your contact center agents feel comfortable voicing their concerns to management is much more challenging.
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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
JULY 19, 2020
Contact centers often utilize APIs to create an agent dashboard that combines sales and service information in one central location, introducing gamification initiatives.
TeamSupport
JULY 20, 2020
“Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product, or brand being supported through the efficient and effective delivery of support.” 1 That’s according to a recent report by ServiceXRG, a research firm that helps companies retain customers, expand revenue, and achieve cost efficiencies through service excellence.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Callminer
JULY 22, 2020
Terminating professional relationships can be difficult. Whether a situation calls for a company to let go of their employees, or instead, some of their customers, it can be tough to convey the appropriate tone and delivery to those affected. Similarly, formally ending existing contractual relationships with vendors your business no longer requires can prove to be a challenge for the same reasons.
Fonolo
JULY 21, 2020
Last week, our CEO, Shai Berger met with CUBroadcast and the Railroad & Industrial Federal Credit Union to talk about how they handled their COVID call volume surge. Watch the full video here. The Response to COVID Call-Spikes. As we went into lockdown, pretty much every call center in the country was suddenly flooded with calls; there were no survivors.
The DiJulius Group
JULY 23, 2020
Starbucks doesn’t win a lot of taste tests. People don’t necessarily love their coffee more than anywhere else. But they would pay $5 for something you can get for $3.50 or less elsewhere and that’s arguably just as good, right? So what makes the Starbucks experience so compelling that millions of people would go against. Read Full Article.
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.
Kerry Bodine
JULY 21, 2020
While some in-person customer experience conferences in parts of the world less affected by the pandemic seem to be moving forward for fall 2020, there’s no clear indication of when the global events industry will get back to some kind of new normal. But that doesn’t mean that your need to learn and connect with other CX practitioners has gone away.
Callminer
JULY 20, 2020
This article helps define customer value, its importance within any growing organization and how to enhance the value it offers those it serves.
Totango
JULY 21, 2020
A crisis is a time for Customer Success teams. In situations such as the current COVID-19 pandemic, your CS team can take action to prevent customer churn during the pandemic while also helping to build a sustainable future for both parties once the danger passes. Through constant, customized communication, reviewed and honed business goals, and a platform that collects data and makes it actionable, your Customer Success team can lead you through this once-in-a-generation challenge.
The DiJulius Group
JULY 22, 2020
Feature Article The Best Group of Speakers All in One Place By John DiJulius, Chief Revolution Officer What do Seth Godin, Guy Kawasaki, Ken Blanchard, Tom Bilyeu, Jesse Itzler, and Adrienne Bankert all have in common? They are the top speakers in the world today, and they are all presenting at this year’s Virtual Customer Service Revolution, 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.
Kerry Bodine
JULY 20, 2020
This past weekend I tackled a long overdue task: Changing all of my old and not-so-secure passwords. (What can I say… These are exciting times.) Even though change password functionality has been around since the dawn of the Web and is a cornerstone of account security, I was shocked at just how many sites made it difficult for me to accomplish this important and seemingly simple task.
Callminer
JULY 21, 2020
This article will go over a few key elements of a well-drafted termination and touch on the primary types of termination letters that exist.
ClientSuccess
JULY 20, 2020
Although your team may still be working from home while managing customer accounts, innovation and forward momentum has not slowed down. If anything, many customer success teams are turning to new customer success platforms and solutions to better manage remote accounts and teams during these unprecedented times. If your team has made the move to a new customer success solution, you may be facing a double-edged sword of options: on one side, there is the new solution’s ability to deliver optimal
Totango
JULY 24, 2020
Client expansion is the bird-in-the-hand approach to B2B enterprise growth. Just as the proverb implies, there is a lot of potential in the assets you already influence. The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. Your ability to grow revenue is dependent in part on your ability to discover new successes for your existing clients, retain their business, and maximize their custo
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?
Return Customer
JULY 23, 2020
With the growing rate of fraud and misinformed people being taken advantage of, it is becoming increasingly important to protect customer information. For a financial company of any type, maintaining appropriate documentation is almost a must. Here is how call recording software can help protect your company against these issues. Call Recording Software for the Finance Industry.
The DiJulius Group
JULY 22, 2020
People want to be part of something larger than themselves. They want to be part of something they’re proud of, that they’ll fight for, and that they trust. This is what Starbucks has built – no wonder they have raving employees and raving customers that can’t go a day without them. Today is part two. Read Full Article. The post 013: Key Takeaways from Today’s Featured Leader: Howard Schultz – Part 2 appeared first on The DiJulius Group.
Fonolo
JULY 21, 2020
Last week, our CEO, Shai Berger met with CUBroadcast and the Railroad & Industrial Federal Credit Union to talk about how they handled their COVID call volume surge. Watch the full video here. The Response to COVID Call-Spikes. As we went into lockdown, pretty much every call center in the country was suddenly flooded with calls; there were no survivors.
Comm100
JULY 20, 2020
Guest blog – Nahla Davies is a software developer and tech writer. Before devoting her work full time to technical writing, she managed—among other intriguing things—to serve as a lead programmer at an Inc. 5,000 experiential branding organization whose clients include Samsung, Time Warner, Netflix, and Sony. You can find her on LinkedIn. Mobile Marketer research found out that nearly 40% of millennials interact with chatbots regularly.
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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
TeamSupport
JULY 22, 2020
Now that we’ve reviewed four elements of B2B customer support excellence and the strategic business impact of each in Part 1 of this blog series—profit contribution, brand reputation, efficiency, effectiveness—let’s take a look at goals and action items that will get you there. The first thing to remember is that a B2B customer is a company , not one individual.
InteractionMetrics
JULY 21, 2020
I founded Interaction Metrics in 2004 because I felt like companies weren’t listening. Simple requests were rewarded by silence. And if I had an issue or question, rote ‘sorry for the inconvenience’ was often the reply. I figured if this was happening to me, it was happening to other customers too. In the interim years, we’ve vastly improved the quality of customer listening for our clients, but broadly speaking, what’s the state of customer experience in 2020?
Hodusoft
JULY 20, 2020
Throughput with excellent results matters a lot, especially for call centers. When a contact center takes up an outbound campaign, its reputation and future work depend on just how speedily and effectively their agents can deliver positive leads. The contact center software plays a crucial role and within the software, the intelligent auto dialer is literally the gateway to efficiency and productivity.
Steven Van Belleghem
JULY 24, 2020
Check out this 1 minute video to learn more! Enjoy! The post Ensuring perfect timing with customer service appeared first on Steven Van Belleghem.
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
SugarCRM
JULY 23, 2020
I think we may all be tired of terms like “post-COVID” and even “new normal.” But the simple fact is our reality has changed. We are all facing new business challenges when it comes to providing the kind of service our customers expect from us. The more we embrace remote and distributed workforces, the more we must consider how working from home can affect the ability of customer service agents and other customer-facing employees to do their jobs.
CallCare
JULY 20, 2020
We are seeing a prevailing shift in the way we work. Slowly, over the course of the last few years, companies far and wide have adopted 21st-century ideas, leading to a rise in remote working, flexibility, and co-working spaces. This cultural shift has only been exacerbated by the recent pandemic, sending it hurtling towards its inevitable conclusion.
Knowmax
JULY 21, 2020
Top 10 knowledge based software must-haves.
Steven Van Belleghem
JULY 22, 2020
The post The future of e-commerce: Fast and Slow appeared first on Steven Van Belleghem.
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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