Callminer

NOVEMBER 24, 2020

Read this article to learn how organizations can achieve and maintain legal compliance with a remote workforce.

Compliance 345

Compliance Legal 345

Intercom, Inc.

NOVEMBER 24, 2020

We recently released more than 20 new features that make Intercom better at handling complex queries and therefore a better tool for offering world-class support at scale. The features combine to allow for sophisticated ticketing workflows behind the scenes, but with all the advantages that make our Messenger so popular with customers. For a long time, online customer support has revolved around issuing tickets, with help desk software primarily designed to keep track of long, multi-digit refere

Engineering 211

Engineering Start-ups Customer Experience 211

Fonolo

NOVEMBER 26, 2020

When hiring new talent, it’s easy to get caught up in qualifications and work experience. However, customer service professionals need more than smarts to be successful — especially when working in a contact center. Empathy is one of the hottest topics in the industry right now, with the pandemic revealing how important genuine human connections are.

Contact Center 167

Contact Center Touchpoint Customer Service 167

eglobalis

NOVEMBER 22, 2020

Don’t Talk about Great Customer Experience if You Don’t Know MED , customer experience , employee experience loyalty , human experience. The post Don’t Talk about Great CX Culture if You Don’t Know MED appeared first on Eglobalis.

CX 161

CX Customer Experience CEM Customer Relationship 161

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Beyond Philosophy

NOVEMBER 27, 2020

An organization’s digital experience is vital to their success. We have been getting a lot of clients asking for a review of their digital experience. Many recognize that their digital transformation hasn’t resulted in the experience that they hoped it would be. On a recent podcast, we had our lead on digital transformation Zhecho Dobrev, Principal Consultant for Beyond Philosophy, tell us why that might be.

Net Promoter Score 150

Net Promoter Score NPS Customer Experience Technology 150

Intercom, Inc.

NOVEMBER 26, 2020

Welcome to the final instalment of S.H.O.P. , our series examining the changes in retail and commerce. Over the course of four weeks, we’ve been exploring some of the key topics around the past, present, and future of retail, looking at the technologies and behaviors that have enabled – and transformed – shopping as we know it. This week, we’re looking at how this year’s holiday Present shopping could change retail forever.

Retail 118

Retail Non-Profits Sales Technology 118

Buyer Persona

NOVEMBER 23, 2020

We have all encountered an experience where we happenstance upon a picture. Seeing an old picture in a new light. Perhaps it is a picture of your children. Or a photo of a relative in their later years and no longer with us. A momentous occasion, such as a family vacation, captured in a photo evoking fond memories. When you happenstance upon such a picture, it can bring to mind the story behind the picture.

B2B 126

B2B Healthcare Technology Technology 126

Myra Golden Media

NOVEMBER 24, 2020

I created a worksheet to help you practice the Feel, Felt, Found Method so you can apply it in your specific situations. Grab the worksheet here. I was working with a client that sells food products. A frequent question they get from customers is, “What ingredients are in this yogurt?” for example. When a customer asks for ingredients, it’s usually because they or one of their children has a food allergy, and they’re trying to make sure the product is safe for them.

Customer Experience 112

Customer Experience 112

Intercom, Inc.

NOVEMBER 24, 2020

Chris Jewitt is a Customer Success Manager at Klaus , the conversation review tool designed to help modern support teams measure and maintain the quality and consistency of their customer conversations. This is the third in a recurring series of articles looking at how modern support leaders are navigating the support landscape as it continues to evolve.

NPS 118

NPS Technology Technology Customer Feedback 118

Totango

NOVEMBER 25, 2020

Today’s consumers have higher expectations for the companies they work with than ever before. The digital business landscape has made it so competitors can easily reach out to prospective customers with offers of enticing deals and promises of attentive service. As a result, if a user isn’t fully satisfied with their service , switching providers can be done in a day’s time.

Net Promoter Score 107

Net Promoter Score NPS CRM Scorecard 107

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

Zonka Feedback

NOVEMBER 25, 2020

Customer Satisfaction is the reason for survival and growth of any business, but if you want to attain an outstanding position in the market, it is important to delight your customers and improve Customer Experience. Researches suggest that 51% of consumers will stop shopping at a retailer after 1-2 poor in-store shopping trips.

Retail 69

Retail Customer Satisfaction Customer Experience 69

Beyond Philosophy

NOVEMBER 21, 2020

Digital Transformation Didn’t Work: This Is What You Should Do Now. Experts estimate that companies wasted around $900 billion in 2018 on failed digital transformation projects. Nevertheless, organizations have spent upward of $2 trillion (with a t) on digital transformations in 2020. How do we know that this is not just a big waste of time and money this time around?

Management Consulting 60

Management Consulting Customer Experience CX 60

Hodusoft

NOVEMBER 27, 2020

To ensure the long-term success of a contact center, the management must be aware of what’s going on in the contact center. They must know what went down between their customers and agents during the call and how well agents stick to compliance and quality guidelines. So, what’s the best way to keep an eye on the daily operations of a contact center?

Contact Center 52

Contact Center Compliance Omnichannel Customer Satisfaction 52

Confirmit

NOVEMBER 26, 2020

Your business does not operate in a vacuum, and the ultimate judge of performance is the customer, who increasingly does not separate your product from the overall experience. But you knew that already. What can you do about it? DOWNLOAD. Well, the analysts at Omdia believe that advanced Experience Management (EXM) platforms are vital sensing mechanisms that fulfill several critical purposes: Help enterprises fine-tune operations and processes.

AI 52

AI Voice of the Customer Customer Experience 52

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

Comm100

NOVEMBER 25, 2020

Live chat has become one of the most popular customer service channels, so it comes as no surprise that there are many vendors to choose from. For most live chat buyers, set up and integration with your website should be an important part of the decision-making process. For some software, live chat website integration is straightforward and quick, while for others adding live chat to your website may be more complicated.

Customer Satisfaction 52

Customer Satisfaction Customer Service 52

The DiJulius Group

NOVEMBER 26, 2020

It’s week 5 of The Customer Service Revolution Conference featuring another amazing roster of speakers including Ken Blanchard, Adrienne Bankert, J.R. Heckman, Dave Murray, and John DiJulius. Here are some takeaways from each of our speakers this week: John DiJulius – Chief Revolution Officer of The DiJulius Group It’s not the great idea that.

Customer Service 52

Customer Service 52

Astute

NOVEMBER 25, 2020

What people think of a brand can make or break it. So, how can you measure people's perceptions of your brand, and what can you do to lift them? The post Brand Perception: How to Measure, Monitor, and Improve It in the Age of CX appeared first on Astute.

CX 52

CX Customer Experience 52

Confirmit

NOVEMBER 26, 2020

As a CX leader, you’re great at understanding the customer experience. Better still, you know what to do to improve it. So, your budget is through the roof for 2021, right? Oh. That’s unfortunate. But not uncommon. Many CX professionals struggle when it comes to proving the financial benefits of their projects and justifying their positions.

CX 52

CX Contact Center Voice of the Customer Customer Experience 52

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

Comm100

NOVEMBER 25, 2020

There is a lot of curiosity surrounding the latest technological advancements, and Artificial Intelligence (AI) and Customer Relationship Management (CRM) are no different. Much of this speculation revolves around how to use these innovations to enhance customer service efforts, which has become such a crucial component of organizational growth today.

CRM 52

CRM AI Customer Service ML 52

Knowmax

NOVEMBER 23, 2020

Personalized Customer Service and the Omnichannel Approach.

Omnichannel 86

Omnichannel Customer Service Customer Experience 86

SugarCRM

NOVEMBER 24, 2020

User experience (UX) is everything in e-commerce. Today’s consumers are agile: They glide effortlessly between devices, making purchases on laptops and smartphones as they flit from place to place. They want mobile-optimized sites, personalized shopping experiences, and instant in-depth product information. They’re busy, they can be demanding, and they’ll bounce right out of your e-commerce site if they don’t like what they see.

E-commerce 49

E-commerce Social Media CRM Outlook 49

Confirmit

NOVEMBER 26, 2020

How do your customers derive value? Let’s put it a simpler way; do your customers get what they need from you? This sounds like a simple question, but it makes a huge assumption; that you actually know what customers need from you. Perhaps you do, but perhaps you’ve based your answer on what you believe they want. What Forrester refer to as a “flawed proxy” And no one wants one of them.

Voice of the Customer 52

Voice of the Customer 52

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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

RateMyService

NOVEMBER 27, 2020

[link] We’ve replaced the “API settings” option with “Integration settings”. Clicking on this will provide you with a list of available integrations. We’re adding in more integrations including interactive SMS surveys, Mpesa payments and others. Choose your SMS provider. Let us know if you can’t find your provider and we’ll add them in. You’ll need your username, shortcode and API key.

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Knowmax

NOVEMBER 26, 2020

Why is customer service important to the success of your business – A complete guide.

Customer Service 52

Customer Service Customer Experience 52

SugarCRM

NOVEMBER 27, 2020

No one knows better than customer service managers know how vital customer communication is to the success of a business or its product through every avenue of the company. According to sales statistics collected by HubSpot, getting in touch with prospects is something 37% of today’s salespeople find challenging, and 69% of buyers and customers note a business that listens to their needs is the best way to create a positive sales experience.

Real Estate 26

Real Estate Machine Learning Start-ups Customer Service 26

Comm100

NOVEMBER 23, 2020

Customer service isn’t just about your team having the right attitude and training. For your customer support to be great (or even just functional) in 2020, you need the systems to back it up. This starts with a good help desk or ticketing software. Your customer help desk software keeps incoming queries from falling through the cracks by turning them into easily manageable tickets.

Omnichannel 52

Omnichannel Start-ups Social Media CRM 52

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

ClientSuccess

NOVEMBER 24, 2020

No one could have predicted the wild and tumultuous year that 2020 has turned out to be. While the customer success world (and the larger SaaS economy in general) has experienced its fair share of ups and downs this year, the industry will be even more prepared in the future. . Thanks to the unique situation that 2020 presented to us, customer success industry leaders can be ultimately prepared for what 2021 will bring – even if things don’t go quite as planned.

Finance 113

Finance CRM Start-ups Sales 113

Knowmax

NOVEMBER 24, 2020

3 ways AI-powered knowledge base enables faster and accurate resolution.

AI 52

AI 52

TeamSupport

NOVEMBER 23, 2020

As we approach the Thanksgiving holiday in a year that has been fraught with anxiety and uncertainty, I thought we should pause and reflect on what we have to be thankful for. Here at TeamSupport, we have had an exciting year of new product development, product enhancements, new and improved ways of communicating with each of you, and new members of our team that have come on board to help us grow and better serve our customers in the coming year.

Social Media 98

Social Media Finance Customer Service 98

Qualtrics

NOVEMBER 24, 2020

Close employee experience gaps by mapping your people’s journey with your organization. In order to master employee experience , you must listen to your people at each stage of their journey with your organization. To do so you first need to map that journey, an easy and impactful exercise that reveals opportunities for improvement and optimization.

Start-ups 48

Start-ups Touchpoint Engineering 48

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