CX Accelerator

JULY 1, 2020

Written by Nick Glimsdahl. We find ourselves in unprecedented – certainly, the word of the year – times. While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. One question asked repeatedly in this season is, “When will we return to normal?” But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to.

Contact Center 266

Contact Center CX Technology Technology 266

Intercom, Inc.

JULY 2, 2020

This way of thinking about support is all about efficiency. If you can maximize your team’s productivity, you can help more customers at lower costs. And it makes sense: in order to be around to support your customers well into the future, you need a solid foundation for scale. . But obsessing over efficiency can mask what’s most important, and most rewarding, to support teams – actually helping customers.

Construction 253

Construction Start-ups Business Growth Customer Loyalty 253

Callminer

JUNE 29, 2020

Top 10 tips for using an omnichannel strategy to meet your customers' high expectations for digital customer service across multiple platforms.

Omnichannel 182

Omnichannel Customer Service 182

Beyond Philosophy

JULY 2, 2020

Some people watch things happen, some make things happen, and some say, “what happened?” Some organizations out there concerning the pandemic (and maybe other things, too) are falling into that third category. In this issue, we will discuss how to avoid being one of them. There’s a silver lining in everything, even this pandemic. We discussed this subject in a recent podcast.

Customer Experience 195

Customer Experience Non-Profits CX 195

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.

Technology

CX Accelerator

JULY 1, 2020

Written by Nick Glimsdahl. We find ourselves in unprecedented – certainly, the word of the year – times. While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. One question asked repeatedly in this season is, “When will we return to normal?” But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to.

Contact Center 182

Contact Center CX Technology Technology 182

Intercom, Inc.

JULY 1, 2020

Today, customer expectations are at an all-time high. Simultaneously, support teams are struggling with spikes in conversation volumes. A proactive customer support approach is the key to regaining control. The typical support “strategy” is to let common issues roll in for support reps to address. But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need.

Education 239

Education Sales Customer Retention Customer Loyalty 239

eglobalis

JUNE 28, 2020

Customer Experience increase Adoption and Revenue and listen to customers. The post 6 Ways to Boost Customer Experience Design Adoption & Growth appeared first on Eglobalis.

Customer Experience 148

Customer Experience Customer Relationship Innovation CX 148

Fonolo

JUNE 30, 2020

So, you’re hiring a new call-center agent. The reality is, finding the perfect new hire can feel like a unicorn hunt. And even if you find them, they may not stick around; call centers are notorious for their high turnover. According to Avoxi , call center attrition rates hover around 33% on average. While these statistics may be sobering, don’t give in to the mindset that “any hire will do”.

Contact Center 136

Contact Center Construction Start-ups Sales 136

Intercom, Inc.

JUNE 27, 2020

For Pride week, our LGBTI+ teammates have been sharing their lived experiences, including their coming out stories, how they’ve stayed engaged with their communities in light of COVID-19, and what ways they feel allies can best support LGBTI+ people. We’ve been releasing these interviews as individual episodes for their Intercom colleagues to hear across the week.

Sales 211

Sales 211

Myra Golden Media

JULY 1, 2020

Customer Service Specialist is one of 10 jobs identified as having the most significant number of job openings*, have had steady growth over the past four years, pay a livable wage, and require skills that can be learned online. Here is a no-cost learning path with four of my LinkedIn Learning classes , to help you 1)build rapport, 2)control conversations, 3) create positive conversations with challenging customers, and 4) de-escalate intense interactions.

Customer Service 127

Customer Service Customer Experience 127

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.

Customer Loyalty

Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have. Retaining those customers will require efficient, high-value communication between you and your customers.

Customer Retention 126

Customer Retention Customer Experience 126

PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. After publishing that blog post, I received a number of questions from clients and the CX community about what specific things should be done to welcome back customers and guests during the reopening process.

VOC 121

VOC CEM NPS Business Administration 121

The DiJulius Group

JULY 1, 2020

1. Feature Article How to Stop Losing Your Customers By John DiJulius, Chief Revolution Officer One of the most frustrating pain points for customers is dealing with businesses that are paranoid of customers taking advantage of them. This leads to a significant amount of time spent by companies creating and enforcing policy versus creating. Read Full Article.

Customer Experience 105

Customer Experience 105

Kate Nasser

JUNE 28, 2020

Pick up on these customer cues & adapt to customer needs to deliver A+ customer service & customer experience. Here's how from Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post Customer Cues: Adapt to These Customer Needs | #CX #CustServ appeared first on KateNasser.com.

CX 103

CX Customer Service Customer Experience Contact Center 103

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ProProfs

JULY 3, 2020

During these trying times, an easy way to keep ourselves entertained and educated is just a click away. Yes, I am talking about quizzes. Whether it is about taking a fun quiz to kill some time or learning about a specific topic, quizzes are a great source of knowledge and entertainment. . However, browsing through innumerable quiz categories to find the right quiz can be a little tiring.

Entertainment 99

Entertainment Sports Social Media Finance 99

Beyond Philosophy

JUNE 27, 2020

Never Let a Good Crisis Go To Waste. I am fond of an old saying that goes like, “Never let a good crisis go to waste.” Part of the reason I like it is it points out that even something as grim as the COVID-19 Pandemic has a silver lining. In this case, it presents an opportunity to reimagine what you do with customers and take advantage of the environment of change that the “new normal” in business will offer.

Customer Experience 79

Customer Experience CX 79

The DiJulius Group

JUNE 30, 2020

Find out how to prevent Zoom fatigue and be the most productive version of yourself while immersed in a new work from home lifestyle. Throughout the past months, comments of “Zoom fatigue” have been mentioned in my client (Zoom) meetings, on social media, with co-workers, and in casual conversation with friends and family. I am. Read Full Article. The post Do You Know How to Cure Your Zoom Fatigue?

Social Media 98

Social Media 98

Customer Bliss

JULY 1, 2020

Throughout these uncertain times of the pandemic, I’ve been fortunate to bring you conversations with incredible business leaders, authors, and experts through my podcast, The Chief Customer Officer Human Duct Tape Show , and through LinkedIn Live. These individuals have all had insightful advice and anecdotes to help us think through how to approach current business models and future ones, given how rapidly things are changing in the world.

Touchpoint 83

Touchpoint CX Customer Experience 83

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

UJET

JULY 2, 2020

We’re thrilled to welcome two new members to our executive leadership team, Baker Johnson as Vice President of Marketing and Dave Bullock as Vice President of Engineering. Both Baker and Dave bring extensive experience in the contact center and SaaS space, leading and scaling teams to meet the growing needs of digital-first and smartphone-centric consumers and the increasing demand for cloud-native contact center solutions.

Engineering 72

Engineering Contact Center Customer Satisfaction CX 72

Kate Nasser

JUNE 28, 2020

Pick up on these customer cues & adapt to customer needs to deliver A+ customer service & customer experience. Here's how from Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post Customer Cues: Adapt to These Customer Needs | #CX #CustServ appeared first on KateNasser.com.

CX 78

CX Customer Service Customer Experience Contact Center 78

The DiJulius Group

JULY 1, 2020

Dave Murray talks with Mike Rayburn – a guitar virtuoso, a wonderful comedian, and an awesome motivational speaker. Combine these three amazing talents and what you get is a keynote artist. Mike is a Hall of Fame speaker. He has given two TEDx Talks and has headlined at Carnegie Hall as a musician. Instead of. Read Full Article. The post 010: Becoming a Virtuoso with Mike Rayburn appeared first on The DiJulius Group.

98

98

TeamSupport

JULY 1, 2020

Part 1 of this blog series explored the meanings of and differences between customer sentiment analysis and Customer Distress Index (CDI™)— customer sentiment analysis uses text to indicate a positive or negative tone to the communication and the TeamSupport CDI uses data to indicate whether a customer may be satisfied or frustrated. But why should B2B customer support teams pay attention to customer sentiment and CDI?

Sentiment Analysis 59

Sentiment Analysis B2B Contact Center Customer Satisfaction 59

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

Confirmit

JULY 1, 2020

At many companies, security may be taken for granted, but at Confirmit, our Security and Compliance team never rests. That’s why we are extremely pleased to be able to say that Confirmit has, once again, successfully completed a “System and Organization Controls” - SOC 2 Type II examination for our Confirmit Horizons SaaS and Cloud offerings.

Compliance 52

Compliance Voice of the Employee Voice of the Customer Innovation 52

Steven Van Belleghem

JUNE 29, 2020

Research by Salesforce showed that no less than 47% of consumers say that healthcare and life sciences are more focused on industry needs than patient needs. A study from PwC shows that only 49% of consumers say that the healthcare customer experience is satisfactory. It’s safe to say that health-related organizations, ranging from insurers to pharmaceutical companies, are not really perceived as the most customer centric.

Healthcare 52

Healthcare Customer Experience Pharmaceutical Hospitality 52

The DiJulius Group

JULY 2, 2020

What business isn’t using social media to connect with customers nowadays? If you aren’t, now is the perfect time to do so with all the crazy things happening in our world today. In Dan Gingiss’ book, Winning at Social Customer Care, he outlines a couple of things you need to consider when hiring someone to. Read Full Article. The post How You Can Win at Social Customer Care appeared first on The DiJulius Group.

Social Media 59

Social Media 59

TeamSupport

JUNE 29, 2020

B2B customer support has become more complex than ever…in a good way. By utilizing the many tools available—and more technologically advanced than ever—B2B companies are able to gauge how their customers are feeling and how satisfied, or not, that they actually are. Managing B2B customer support relationships is very different than managing individual consumers (B2C).

Sentiment Analysis 59

Sentiment Analysis B2B Machine Learning B2C 59

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

Confirmit

JUNE 29, 2020

For Market Research agencies – like any other business – success is a matter of balance between technology and service. Technology allows you to answer clients’ demands for speedy, actionable insight. It enables you to deliver great value to research buyers, but critically, it means you can do so without sky-high costs and exhausted team members.

Technology 52

Technology Technology Actionable Insights 52

Doing CX Right

JUNE 29, 2020

Work-life balance isn't easy, yet achieving joy is possible. Listen to Stacy Sherman & Pam Robertson discuss ways to elevate daily happiness personally and professionally. The post How To Maximize Joy & Master Work From Home During A Pandemic appeared first on Doing CX Right.

CX 52

CX 52

Myra Golden Media

JULY 3, 2020

As a certified Master De-escalation Instructor, I have the expertise to guide you through the COVID-19 stressful encounters you’re sure to have with customers. Learn more or schedule time to talk to me about your objectives.

Customer Experience 48

Customer Experience 48

Qualtrics

JUNE 30, 2020

Right now every organization globally has a responsibility to promote diversity and inclusion. Don’t know where to begin? Go straight to the source: your people. Diversity and inclusion should be a celebration of human experience. Unfortunately, too many organizations don’t give their people enough of a voice. And this applies tenfold for members of minority groups.

Start-ups 29

Start-ups 29

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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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