Intercom, Inc.
APRIL 1, 2021
?. Wikipedia , the beloved, widely-known, free-access web encyclopedia is turning 20 this year. It’s one of the most visited websites on the internet, curated by a global network of hundreds of thousands of volunteers who have written over 55 million articles in 300 languages. It’s the world’s largest repository of human knowledge, but as Janeen Uzzell explains, it’s not without its blind spots.
Callminer
MARCH 31, 2021
Welcome to the CallMiner Research Lab blog! We are excited to share what we are working on and what we are thinking about.
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Inside Customer Service
APRIL 1, 2021
There's a new hiring tool on the rise, and candidates aren't happy. Hiring managers are increasingly using asynchronous video interviews to screen job applicants. These are one-way interviews where candidates are given a short time to record their answers to pre-set interview questions. Recruiters then review the videos at a later time. According to this article from CBC, video interview platforms such as HireVue, Knockri, and VidCruiter saw dramatic increases in volume during 2020.
Beyond Philosophy
MARCH 27, 2021
What do the song “Fine Line” by Hootie and the Blowfish and the scent of air conditioning have in common? They are two things my family associates with taking holidays in the US. Once they hear the song or walk into an air-conditioned building, they are transported to our family trips in the US when they were young. However, these examples also represent critical areas for your Customer Experience design.
Speaker: Jason Cottrell
Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.
Fonolo
APRIL 1, 2021
For today’s businesses, closing deals and making sales isn’t enough. If your customers aren’t happy with the experience you provide, they’ll leave you without a word. That’s where CSAT — or customer satisfaction — scores come in. This KPI is essential for contact centers to measure how their customers feel about their service. It’s a great way to explore trends within customer feedback and identify problem areas.
Heart of the Customer
APRIL 1, 2021
Imagine if your HR partners told you they were going to use one metric to measure all of your employees, and that should be how you determine each one’s overall effectiveness. You’d push back immediately. You’d say that your software developers should have different measurements than your salespeople, who should have different measurements than your […].
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
APRIL 2, 2021
Businesses often underestimate the importance of the areas of sound and smell in their Customer Experience. However, these two areas are crucial to get right—or you risk ending your Customer Experience on a sour note. This underexploited area is why I was so keen to get Simon Faure-Field , CEO of Equal Strategy , an experience design consultancy, on a recent podcast.
Fonolo
MARCH 30, 2021
Call center agents often experience high abandonment rates. Long wait times are one of the top reasons for this — after all, they can only hear “… your call is in priority sequence…” so many times before they lose patience and end the call. If you’re looking for tips to improve your call abandonment rate, you’ve come to the right place. Here are some tips to help you get started.
Conversocial
MARCH 30, 2021
A term many may not have come across is m-commerce, or mobile e-commerce. Today, most people’s smartphones are essentially an extension of their hands. On average, we spend around 3 hrs 15 minutes a day using them. So, it’s no surprise that Business Insider is forecasting in the US m-commerce will account for $488bn, or 44% of online sales by 2024. With Apple boasting more than 1.5bn monthly active devices on iOS, Apple Business Chat (ABC) is perfectly placed for brands to capitalize on the incr
Lumoa
MARCH 31, 2021
Knowledge is power. It’s a cliche saying. But, like most cliches, it’s true. We spend lots of time, energy, and effort getting feedback and insight from customers. Whether it be through surveys, heat maps, or some other means, we try to learn all the time. Gathering information is an important thing to do. But what’s most important is what you do with the information you get.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Zendesk
APRIL 2, 2021
In 2019, Millennials officially passed Baby Boomers as America’s largest adult generation. The Millennial population is expected to grow even larger over the next 10 years, as young immigrants continue to swell its ranks. The next decade will also mark the maturity of Generation Z, which already outnumbers Generation X by 2 million members. By 2030, Millennials and Zoomers will be the two largest adult consumer groups in the country.
Fonolo
APRIL 1, 2021
Customer experience (CX) continues to be a hot topic in the contact center world. Now, more than ever, companies are evaluating their goals and priorities for the coming year in the context of our “new normal”. Explore Contact Center Trends for 2021. How can businesses position themselves for success when the future is so uncertain? Our resident expert and CEO Shai Berger sat down with seven leading experts and influencers in the CX space to find out what their predictions are for the coming yea
Ameyo Callversations
MARCH 31, 2021
In the wake of COVID-19, we realized that the contact centers became a crucial point of contact between customers and the brands. While adhering to the strict lockdown restrictions, it deemed necessary to be available for the customers 24*7. With the pandemic, human-to-human interactions became more relevant and businesses needed a solution that helped them shift to remote work operations overnight.
TeamSupport
MARCH 31, 2021
Self-service is still good customer service. Offering an option for customers to help themselves can give your customer support reps more time to focus on improving the big-picture aspects of your service strategy. And the right customer support software makes it easy to give customers what they want when they need it. According to recent industry research from Coleman Parkes, 91 percent of respondents said they would use a knowledge base if it were available to them, and 75 percent said online
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The DiJulius Group
MARCH 31, 2021
5 Quick Tips to Help you Make Price Irrelevant 1. Customer Service Feature Story 6 Steps in Launching a Successful Customer Service Initiative that Lasts Every company is guilty of having a bunch of great ideas and incredible initiatives born in a meeting room only to eventually fizzle out and die, leaving the management team. Read Full Article. The post 6 Steps in Launching a Successful Customer Service Initiative that Lasts appeared first on The DiJulius Group.
Zendesk
MARCH 30, 2021
Here are the newest integrations from Zendesk to help your team provide great experiences. Mavenoid. Mavenoid (Support) combines self-service and live support in one, so companies can effortlessly support their customers in every step. From installing, to using, to troubleshooting their products. Mavenoid’s self-service solves repetitive requests before they reach your human support team.
ECXO
APRIL 1, 2021
SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Orchestrating surprise and delight strategies to evoke positive emotions Image: Ben White, Unsplash Surprise and delight are commonly used terms within the realm of customer experience strategising. As simple as these two words may seem, there lies a complexity regarding their relation to the customer experience.
Experience Investigators
MARCH 30, 2021
Note from Jeannie: Back in 2012, I recorded a talk for TEDx around what I then referred to as “micro-interactions.” In the nine years since, I’ve placed these at the core of the mission of Experience Investigators, and coined the term micromoments to better describe them. I’ve adapted the talk for you into the article that follows.
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.
Totango
APRIL 1, 2021
Totango is excited to announce that we have once again been recognized by G2 with awards for our leadership in Customer Success. We understand that authentic ratings and reviews from real users are critical to helping customers evaluate and decide on purchasing a product, which is why awards like these are so valuable to us. G2 is a peer-to-peer business software review site that provides buyers with unbiased and insightful reviews to help them make better product decisions.
ClearAction
MARCH 27, 2021
Ease of Doing Business: Best Customer Experience Leading Indicator optimizecx. Customers are juggling more than ever before, and companies are realizing a heightened need for ease of doing business: value with minimal hurdles, hassles and worries. Essentially, it’s delivering your brand promise, as promised. Ease of doing business quantifies the extent to which customers are enhanced or constrained by your enterprise.
DMG Consulting
MARCH 30, 2021
Contact Centers’ Digital Transformation Has Only Begun. March 30, 2021 By Donna Fluss. View this article on the publisher’s website. COMPELLED by the pandemic and its ramifications for their businesses, executives sent their employees home to work. A speedy transition was vital, and there was little time for niceties like making sure agents and other employees had a quiet place to work, high-speed bandwidth, a properly configured PC, or even a chair.
ClientSuccess
APRIL 2, 2021
Guest blog post by Jay Ripton. The business environment is still just as competitive as it was before the pandemic. However, there is less tolerance for ineffectiveness and incompetency in customer interactions and engagement as expectations change radically. You can’t expect buyers to stick around for a brand that doesn’t deliver a seamless and consistent customer experience.
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?
Totango
APRIL 2, 2021
Did you know that about 95% of customers read reviews before making a purchase? Or that 78% of customers who read reviews were satisfied with their purchase? Peer-to-peer product reviews are extremely powerful and have become a vital step in helping consumers evaluate and decide on purchasing a product. At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.
ECXO
APRIL 2, 2021
SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. ECXO partners with The CX Academy We’re pleased that The CX Academy has chosen the ECXO – European Customer Experience Organization to be a partner of their top and practical CX education and certification program & we look forward to this fantastic collaboration.
DMG Consulting
APRIL 1, 2021
Workforce Management in 2021: Better than Ever. It’s the year of workforce management (WFM), despite (or maybe because of) the pandemic. Interest in workforce planning has picked up over the last few years as companies have looked for ways to improve employee engagement. Identifying methods for improving scheduling flexibility is an enterprise concern and opportunity, although contact centers have it toughest, with little apparent flexibility as they must maintain strict schedules to ensure they
The Customer Service Blog
APRIL 2, 2021
Since this blog began in June 2016, over 300 articles have appeared on the site. Some of our regular readers have recently written to ask which are the most popular articles we have ever published. We have checked the statistics section of our hosting company and compiled a list the most popular articles ever to appear on The Customer Service Blog. The following list shows the 10 most read articles on this website.
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.
Zendesk
APRIL 1, 2021
Customer experience is emerging as a critical differentiator, able to drive or destroy brand loyalty. Fifty percent of customers surveyed in the Zendesk Customer Experience Trends Report 2021 said customer experience was more important to them now than it was a year ago. Additionally, 75 percent of respondents said they’d spend more money to buy from businesses that offer a good customer experience.
ECXO
APRIL 2, 2021
SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Dr. Marcell Vollmer first guest speaker Our first speaker will be Dr. Marcell Vollmer, Partner and Director at BCG, when 14th April 7 pm CET and 6 pm UK on zoom webinars. Dr. Vollmer is one of the leading global authorities in Supply Chain procurement experience.
DMG Consulting
APRIL 1, 2021
Workforce Management Grows in Importance. April 1, 2021 By Donna Fluss. Read this article on the publisher’s website. The workforce management (WFM) market is hot. This IT sector attracted more investments and research and development (R&D) dollars in 2020 than in any prior year. At first look, it appears as if the worldwide COVID-19 pandemic was what convinced contact center leaders to modernize their WFM practices and tools, which, in turn encouraged vendors to see the great potentia
The Customer Service Blog
APRIL 1, 2021
Would you like to become a business writer? The Customer Service Blog has over 150,000 readers across the world, making it a great way to get your articles seen by a large international business audience. We've got a team of enthusiastic worldwide business writers contributing articles to this blog - and we want more! How about you? About your Article 1.
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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
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