Intercom, Inc.

JULY 2, 2018

Technology firms have a long and storied history with commercials. Just reading that sentence you’re probably already thinking about half-time Super Bowl commercials. Or annoying YouTube pre-rolls that leave you puzzled as to what the company actually does. In fact there’s a whole genre of tech company videos that are so clichéd – fast edits, shiny happy people, repeated lines of script, emotional cues and images of bakers (think about it) – it’s become easy to poke fun at them.

Sales 199

Sales Technology Technology 199

Callminer

JULY 1, 2018

There is a way to safeguard your customers and your business from fraud - speech analytics.

207

207

Beyond Philosophy

JUNE 30, 2018

Colin Shaw and Professor Ryan Hamilton discuss non-conscious influences: What are subliminal messages? How do they affect your behavior? Can we use them when building a customer experience? The post How Small Things Influence Customer Behavior. appeared first on.

Customer Experience 107

Customer Experience 107

Taylor Reach Group

JULY 4, 2018

By: Colin Taylor . Why would you want to retain a consultant? Common wisdom would have it that all they do is “borrow your watch and tell you the time”. What can a consultant really bring to the table that can assist your center and your organization when you a looking at moving or establishing a new center? Seven Reasons You Need a Consultant’s Expertise When Selecting a Contact Center Location.

Contact Center 109

Contact Center Government CX 109

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Intercom, Inc.

JULY 6, 2018

If you’ve ever looked at your diary, notebook, sticky notes and email inbox in the middle of a busy sales period and thought, “This isn’t working,” you’re not alone. For years, I used to try to organize my thoughts and ideas without structure, missing sales opportunities and forecasts as a result. Then, I found the answer – the concept of a sales pipeline.

Sales 197

Sales Start-ups 197

Callminer

JULY 5, 2018

When it comes to improving efficiency, many call centers choose to record phone calls and track average handle time , and first call resolution rates. The less effort required on every call should lead to agents being able to assist more customers. Call center efficiency actually results from the agents’ drive, motivation, and their overall well-being.

Compliance 157

Compliance Contact Center Social Media Customer Satisfaction 157

Beyond Philosophy

JULY 6, 2018

Many drivers of human behavior can be traced back to caveman days. Colin Shaw and Prof. Ryan Hamilton explore what they are, how you can identify them, and what you should do to respond. The post Understanding Customer Basic Instincts appeared first on.

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79

Intercom, Inc.

JULY 6, 2018

If you’ve ever looked at your diary, notebook, sticky notes and email inbox in the middle of a busy sales period and thought, “This isn’t working,” you’re not alone. For years, I used to try to organize my thoughts and ideas without structure, missing sales opportunities and forecasts as a result. Then, I found the answer – the concept of a sales pipeline.

Sales 138

Sales Start-ups 138

Callminer

JULY 4, 2018

A contact center must look at agent productivity, expenses, and eliminate steps in the agent’s process.

Contact Center 182

Contact Center 182

Fonolo

JULY 4, 2018

Full disclosure: I’ve been watching a lot of Star Trek: The Next Generation lately. And no, it’s not all about spaceship battles, alien encounters, and boldly-colored jumpsuits. It’s about the future (the year 2364 to be exact), and it gives anyone in the Customer Experience (CX) racket a lot to think about. One of the more fascinating components of each episode is the “futuristic” technology weaved into the story lines.

Customer Experience 86

Customer Experience CX Technology Technology 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

DMG Consulting

JULY 2, 2018

Best Practices for Managing Cloud Technology Solutions. 7/2/2018. By Donna Fluss. DMG helps companies select all types of contact center and back-office systems. During the past few years, many of our clients have expressed an interest in acquiring cloud-based systems. Here are a few notable trends in the adoption of cloud-based solutions: Most acquisitions of contact center infrastructure, such as automatic call distributors (ACDs) and interactive voice response systems (IVRs); customer relatio

Technology 67

Technology Technology Contact Center Customer Relationship Management 67

Intercom, Inc.

JULY 2, 2018

Technology firms have a long and storied history with commercials. Just reading that sentence you’re probably already thinking about half-time Super Bowl commercials. Or annoying YouTube pre-rolls that leave you puzzled as to what the company actually does. In fact there’s a whole genre of tech company videos that are so clichéd – fast edits, shiny happy people, repeated lines of script, emotional cues and images of bakers (think about it) – it’s become easy to poke fun at them.

Sales 136

Sales Technology Technology 136

UJET

JULY 5, 2018

Decades ago, when business was mostly done in person or over the phone, it was easier to grasp a customer's satisfaction level. Happy customers smiled and said, “Thanks, see you next time.” Happy customers shook your hand and left good tips. They said things like, “You know, I told my brother about this place,” and so on.

Customer Satisfaction 56

Customer Satisfaction Net Promoter Score Contact Center Customer Service 56

Taylor Reach Group

JULY 6, 2018

Over the past few weeks, we have be posting a series related to Contact Center industry statistics. Previously, we discussed statistics related to the organization and customer journey mapping. as well as statistics related to the various Contact Center channels. Below, we will be discussing Contact Statistics related to the various technologies within the Call Center.

Contact Center 58

Contact Center Technology Technology Customer Journey Map 58

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

Myra Golden Media

JULY 2, 2018

Most of your customers are reading the emails you send on their phones or tablets. And they’re reading your messages while they’re on the go, or doing a couple of other things. Like you, your customers are busy. You can make it easy for customers to quickly read and understand your message by doing just a few key things. Just as companies design their websites for customers to access information with just a few clicks, you need to structure your emails, so that they can be quickly read, and unde

Customer Service 48

Customer Service Customer Experience 48

DMG Consulting

JULY 2, 2018

Question: We use a content management system for our internal documentation. Is that the same as knowledge management? Answer: Robotic process automation’s two primary categories, attended and unattended, both perform automated processes by emulating human workers. Unattended automation is used to fully automate high-volume transaction-based activities and processes.

Contact Center 48

Contact Center Start-ups 48

Customer Bliss

JULY 3, 2018

How do you transform a bureaucracy that was generations in the making? In today’s episode, I speak with Greg Derwart , Managing Director, Administration & Customer Experience at Maryland Department of Commerce. We explore transforming customer and employee experience within a state government agency, and how this work is managed across multiple departments and agencies.

Government 48

Government Customer Experience Management Customer Experience Start-ups 48

CX Journey

JULY 5, 2018

Image courtesy of Pixabay I originally wrote today's post for Logi Analytics. It appeared on their blog on December 14, 2017. Data is just data until you do something with it, right?! That statement has plagued companies for a long time. For a variety of reasons, not the least of which is that they just don’t know what to do with the data. In December 2017, I hosted a webinar with Logi Analytics titled 5 Steps to Making Data Actionable , in which I shared tips on moving beyond data for the sake

Customer Feedback 47

Customer Feedback Innovation Start-ups Customer Experience 47

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

Hodusoft

JULY 6, 2018

Contact centers must grapple with various issues as they grow in size and handle different accounts and services. Keeping callers satisfied is a prime requisite. The other side of the coin is employees and how to handle this resource in the most efficient way. As workforce grows, task distribution can become skewed leading to a heavy load on some and idle time for others.

Contact Center 40

Contact Center Artificial Intelligence CRM Omnichannel 40

Confirmit

JULY 3, 2018

I’m very excited about the brand new Confirmit AIR awards. I confess, I have a vested interest as I’m part of the team managing the program, but I do think that Confirmit clients should be excited as well. We’ve created the awards to recognize innovation and excellence in Market Research and Insight practices, and goodness knows we have clients doing amazing things!

Innovation 40

Innovation 40

Customer Bliss

JULY 6, 2018

“An actionable, smart, and fun book everyone in hospitality should read. It gets us back to why we’re in business in the first place.” – Raul Leal, CEO of Virgin Hotels. My latest book, Would You Do That To Your Mother? The Make Mom Standard for How to Treat Your Customers has been on sale for a little less than a month now, and I’m immensely grateful for all of the positive reviews it’s received.

CXM 40

CXM CX Hospitality Hospitality 40

SugarCRM

JULY 3, 2018

Yet again, when it comes to customer satisfaction – Sugar delivers! SugarCRM has once again come out on top as the leading CRM platform, for the fourth consecutive year. The results are in from PC Magazine’s annual Business Choice survey, which asks readers for their opinion on reliability, tech support experience and overall satisfaction on a range of CRM platforms. 98 companies in total were scored, of which only six made the mark with only one clear winner – SugarCRM, with outstanding s

Net Promoter Score 49

Net Promoter Score CRM Innovation Customer Satisfaction 49

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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 5, 2018

Emerson College is launching a new program in Digital Marketing and Data Analytics to meet demands for marketing professionals who can combine both the art and science of the discipline in the digital age. Executive Director Mike McGuirk explains what prospective students should expect and how we as consumers will all benefit from data marketing transformation.

CX 20

CX 20

Intercom, Inc.

JULY 4, 2018

One of the lures when I joined Intercom in 2014 was that it sold itself as a product-first company. We continue to repeat that mantra to ourselves today, and we say it to anyone who’ll listen. We thump our chests when we say that. It’s a badge of honor – a badge of legitimacy – a badge of a new, better way of building a company. But, there’s a hidden arrogance inside that product-first mindset, and traps that await those who adopt it.

Gambling 191

Gambling Start-ups Innovation Sales 191

ProProfs

JULY 1, 2018

Are you still using a locally-hosted solution for all your business training needs? If yes, then chances are you have experienced difficulty in handling processes like installing regular updates and downloading new software. Like always. Moreover, you might be paying extra charges for the same! Instead of going through all these obsolete and expansive (and expensive) tasks, why not migrate to a cloud-based LMS?

Real Estate 83

Real Estate Compliance Social Media Healthcare 83

SugarCRM

JULY 3, 2018

For too long, businesses have viewed CRM platforms as simply a functional repository for customer data. However, in the digital world we now live in, CRM offers so much more… especially for businesses that operate in the service economy where continuous customer engagement is so critical to delivering on revenue goals. Now, CRM platforms allow you to define how different employee roles interact with the system more effectively, which in turn leads to smarter working environments.

CRM 26

CRM AI Artificial Intelligence Machine Learning 26

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

1 to 1

JULY 3, 2018

The recent Forrester 2018 CX NYC highlighted brands that understand what it takes to deliver to exceptional experiences to consumers. Amid digital transformation and the so-called retail apocalypse, executives at CX NYC emphasized adding value to every touchpoint, both digital and traditional. Companies like Citi and Tiffany focus on CX by following three key points: making stronger emotional ties with their customers by making them feel valued, being transparent by giving customers the full pic

CX 20

CX Touchpoint Retail 20

Intercom, Inc.

JULY 4, 2018

One of the lures when I joined Intercom in 2014 was that it sold itself as a product-first company. We continue to repeat that mantra to ourselves today, and we say it to anyone who’ll listen. We thump our chests when we say that. It’s a badge of honor – a badge of legitimacy – a badge of a new, better way of building a company. But, there’s a hidden arrogance inside that product-first mindset, and traps that await those who adopt it.

Gambling 165

Gambling Start-ups Innovation Sales 165

Customers That Stick

JULY 5, 2018

Let’s just say it right here at the start — dealing with difficult customers stinks. Having provided customer service training to thousands upon thousands of people at all levels of organizations, I’ve learned that there is one thing every person who works with customers wants to know: how to successfully navigate difficult customer service situations and customers.

Customer Service 119

Customer Service Customer Experience 119

TeamSupport

JULY 6, 2018

The concept of a KPI (Key Performance Indicator) is common in the business world, yet for some customer support teams it may be new terminology. A KPI is a measurement of your operations that you can compare over time to see how your business has changed. With more companies realizing that customer support is a profit center and not a cost center , measuring KPIs in the industry has been a hot topic.

B2B 49

B2B Sentiment Analysis Sales Customer Service 49

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