Callminer
APRIL 15, 2019
CallMiner's VP of AI Rick Britt and Senior Data Scientist Yang Liu answered questions from their user community on a variety of topics on artificial intelligence (AI) in the contact center.
Intercom, Inc.
APRIL 15, 2019
One of the product design principles we have at Intercom is “What you ship is what matters.” But what do you ship? It’s a fundamental question that every product designer needs to ask themselves. Click to enlarge. There are three potential answers: “I ship design.”. “I ship a product.”. “I ship a business outcome.”. Designers who say that they ship design might often feel frustrated.
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Beyond Philosophy
APRIL 18, 2019
If you give people the option to shop somewhere that only had a few choices or another venue with a wide selection, people almost always go for the larger selection. However, sorting through options can feel overwhelming. Too many choices in your Customer Experience are a terrible thing. Of course, too little choice is not great either. We discussed the issues with too many options in a recent podcast and what you can do to make customer’s decisions easier in your Customer Experience.
Lumoa
APRIL 14, 2019
New features are available in Lumoa. The update includes new and improved features such as; a new and fresh dashboard design, new timeline chart and new and easier time range selectors.
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Callminer
APRIL 17, 2019
Here are a few “do’s and don’ts” to consider from CCW interview when integrating a customer engagement analytics platform to improve your business strategy.
Intercom, Inc.
APRIL 16, 2019
As your sales organization scales up, there’s one function that becomes crucial to your ability to drive revenue efficiently – sales operations. Until Xerox created the first team in the 1970s, sales operations didn’t exist. Fifty years later, it’s still one of the hardest functions to nail. On the surface, their mission is simple: enable the sales organization to run better and faster.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
DMG Consulting
APRIL 16, 2019
Question: We are just getting started with speech analytics. Aside from the tactical uses, what are the top ways we should use this solution to get the maximum benefits? Answer: Enterprise executives who are not thinking more broadly about the uses of solutions like speech analytics are leaving cost savings and valuable benefits on the table. Analytics-enabled quality management (AQM), capturing the voice of the customer, compliance management, and sharing/leveraging results from interaction (sp
Fonolo
APRIL 16, 2019
It’s our turn. If you’ve had your eyes on the Fonolo blog for the past nine years, you know that in that time we have dedicated ourselves to bringing you news and views of all kinds that impact the customer service and contact center spaces. Sometimes, though, we have to turn the microphone towards ourselves and give voice to our own customer service happenings and the hard-working customer support contingent that buoys our own brand.
Intercom, Inc.
APRIL 18, 2019
But it can be a real challenge knowing that’s what you’re doing from the outset. In late 2007, a pair of roommates found themselves scraping their wallets to come up with enough cash to cover their exorbitant San Francisco rent. They noticed that a big design conference was coming to town, and all the hotels were booked. That’s when they came up with a brilliant idea – selling airbeds on their apartment floor for $80 a night.
Beyond Philosophy
APRIL 19, 2019
Is Facial Recognition Creepy or Is It Just the Future? Technology can analyze people’s facial expressions and determine what emotion they feel. It’s called Facial Expression Analysis and it uses Facial Recognition technology. This technology presents the most authentic option for capturing data on customers’ emotions during your Customer Experience.
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.
Customer Service Life
APRIL 16, 2019
This article was originally published on the FCR blog on March 22, 2019. Click here to read the original. Image by Adriano Gadini from Pixabay. I recently contacted a company for customer service regarding a piece of software that was critical to me finishing a project. After sitting on hold on the phone for about five minutes I hung up and opted for live chat.
Taylor Reach Group
APRIL 16, 2019
By Colin Taylor. I read an interesting article by Jennifer J Deal at strategy+business looking at five myths we hold about Millennials. For the past number of years we have all heard horror stories about organizations that gave away iPads, spot bonuses, socially conscious and social responsible activities, but still had staff leave for greener pastures.
Myra Golden Media
APRIL 15, 2019
I end all of my customer service workshops by asking participants to write down three words. Start, Stop, and Continue. Then I invite them to reflect on the day by jotting down: One thing they will START doing based on something they learned in the training. One thing they’ll STOP doing because they’ve discovered this thing is not useful, or it’s holding them back.
Fonolo
APRIL 17, 2019
It was just last year that Air Canada was flying high after being named Best Airline in North America by Skytrax, an independent U.K. research firm that surveys 20 million global travelers yearly. Another fun fact: Air Canada is the only four-star-rated international carrier in North America. This certified airline rating system is recognized as an industry benchmark of airline standards in airport and cabin staff services’ onboard products; and business-class lounge offerings.
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.
The DiJulius Group
APRIL 17, 2019
Being a great leader today is tough. You need to be smart, agile, open-minded; the list goes on and on. However, the most critical skill any leader (executive, supervisor, teacher, coach, or parent) needs to master and execute to help others obtain their highest potential is the ability to “Encourage”. Encourage = In-Courage The. Read Full Article. The post The #1 Skill A Great Leader Needs To Master appeared first on The DiJulius Group.
C3Centricity
APRIL 17, 2019
Just like most entrepreneurs and business people, I go to my fair share of conferences. One that stays in my memory for many reasons, was an event I attended in San Jose, California. Some say California is the centre of internet marketing; the San Francisco area for technology and San Diego for marketing. I tend to agree after having recently attended events in both cities.
Totango
APRIL 18, 2019
The new customer-centered economy marks a fundamental change in the business/customer relationship. It’s no longer wise for businesses to focus the majority of their efforts on seeking new customers. After all, recurring revenue business models revolve around customer subscriptions that must be paid for or renewed monthly or annually. But they aren’t a guarantee of revenue; customers can cancel at any time.
ClearAction
APRIL 17, 2019
CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. This type of leadership is indeed rare: it wasn’t the nucleus of your university’s business curriculum, it’s not yet central to Wall Street’s conversations about your company, and it’s not yet the focus of prominent business journals.
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?
Customer Bliss
APRIL 16, 2019
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
ProProfs
APRIL 15, 2019
Human resources department is often viewed as a one-dimensional approach. But it is more than just focusing on talent management or keeping the employees aligned with the policies and goals of an organization. The responsibility of a human resources professional is complex and challenging. Of late, there is a huge transformation in the way of employment, innovation, and entrepreneurship in the HR departments.
Totango
APRIL 16, 2019
Congratulations! You’ve won a new customer and helped them learn how to use your product or service. What happens next? In a perfect world, the customer would fully leverage it, then spread the word about your business to their friends and community. But in reality, all products and subscriptions have a learning curve that can block a customer from fully adopting the product.
Fonolo
APRIL 18, 2019
Call center executives are constantly under pressure to find cost-savings. Yet, according to the Harvard Business Review (HBR) , “acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing one.” The key takeaway is that you cannot skimp on customer service. So, how do you reduce costs while not damaging your customer service function?
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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
DMG Consulting
APRIL 16, 2019
Essential Role of Contact Centers in Digital Transformations. I’ve got a bone to pick with enterprise technology decision-makers. We’re in the period of digital transformation, but surprisingly, contact centers are sometimes left out of these initiatives. Eventually, someone reasonable comes along and points out the necessity of including the primary customer-facing department in the digital transformation.
ProProfs
APRIL 17, 2019
Recently, a number of engaging quizzes have stirred up Facebook. Quizzes on popular TV shows such as Game of Thrones and Harry Potter are some of the most popular facebook quizzes that are smashing traffic records. They are generating more Facebook comment threads than any viral posts in the site’s history. You may find people answering a series of questions that would end in matching their personality to a particular actor, a sports star and even a cartoon character.
CSAT.AI
APRIL 18, 2019
The call center has been the foundation of customer service for a long time. It is hard to imagine a future without them. Or is it? Millennials and Gen Z are the largest customer base in history and their habits are pushing for more than just a rainbow unicorn latte. They want customer service on their terms. Could Millennials and Gen Z be the death of the call center?
Customer Bliss
APRIL 19, 2019
“The expectations of people, thanks to technology, are different. You want it now, you want it fast, you want good service, you want it with no friction,” says Fernando Machado, Global Chief Marketing Officer at Burger King, regarding the company’s transformation to improve its guest experience and meet customer needs. In this episode, Fernando, an extremely successful marketer who’s been featured in Adweek and Forbes , shares how he works closely with operations and the franchise owners t
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
DMG Consulting
APRIL 16, 2019
Workforce Optimization Ushers in the Real-Time Contact Center. By Donna Fluss. View this document on the publisher’s website. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. The call center liability recording/quality assurance market has evolved into the contact center workforce optimization (WFO) market, encompassing 13 application sectors: omnichannel recording; quality management; workforce management; coaching; e-learning
ClientSuccess
APRIL 15, 2019
When one looks at the typical SaaS method of sales and customer success, there is a clear funnel in place. While the awareness, education, and selection stages of the sales cycle are well-known and well-defined, the customer success side of this funnel is less well known. Onboarding, usage and impact, and growth are the subsequent customer success stages that make up the other side of this team funnel, and they’re actually some of the most important parts of a business.
CX Journey
APRIL 17, 2019
Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. In case you missed the first post in this series, you can find it here. Note that I haven't prioritized or categorized these mistakes, but take a close look at each one to ensure you're not committing any of them. If you recognize one, you've got to take corrective action immediately.
Confirmit
APRIL 18, 2019
Everyone is sick of surveys - and for good reason. It’s hard to buy so much as a cup of coffee without receiving a survey about it, and customers just don’t believe you’re really listening. Honestly, are your surveys really driving change in your organization? Exactly. CX teams need to look at the implications of this situation for their programs.
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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