Uniphore
MAY 20, 2020
Every action a business takes is now seen through the lens of the coronavirus pandemic. Business processes and workforce management considerations that were unthinkable a few short months ago, contact center leaders are revisiting. Call centers have become frontline workers in the wake of COVID-19. They are considered to be one of the most vulnerable places for the spread of this contagious virus.
Intercom, Inc.
MAY 19, 2020
As a product-led company, we have put great thought, time, and energy into how we organize our product teams. . After all, excellent design and engineering can only come from product teams that are empowered to solve hard problems and build great software. In our model, product teams effectively own a piece of the product, and consist of a Product Manager, Designer, and a few Product Engineers. “We have written a lot about the alchemy of great product teams, the ingredients that make them
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Beyond Philosophy
MAY 16, 2020
Post Pandemic Silver Lining: Are You Grasping This Incredible opportunity? As everything starts to open, what is the silver lining of the pandemic? This is a unique opportunity to change customers’ habits and there has never been a better time to help customers form new habits. As states have reopened and people are emerging from their homes into the bright light of the post-pandemic world, we have a unique opportunity to make some changes in customer behavior that can lead to customer-dri
Myra Golden Media
MAY 18, 2020
The average business call lasts two minutes longer than it should. One of the top reasons calls get beyond employees’ control is they struggle to get a rambling or upset customer to cut to the point at the beginning of the conversation. If you’re like most of my clients, you have more pots now than you have burners. The last thing you need to be doing is worrying about your work from home employees’ ability to move swiftly from one call to the next.
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Lumoa
MAY 20, 2020
Many feel like they face an uphill battle when trying to justify a customer experience program to a CEO. Here are a few ways that you can show the value of CX and make it easier for your CEO to get on board with it.
Heart of the Customer
MAY 21, 2020
Despite all the hardship, trauma, and loss endured by the global community the past few months, I can’t help but feel a sense of awe at times. I truly believe this is the greatest period of innovation I have experienced in my lifetime. Cataclysmic Changes Our way of life changed almost overnight, leaving people to solve […]. The post Necessity Is the Mother of Invention appeared first on Heart of the Customer.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Myra Golden Media
MAY 21, 2020
As some companies begin phasing back into office work, employees are worried. They fear to be in intense interactions with frustrated customers. They fear they won’t be able to diffuse anger and de-escalate. These are the top concerns I’m hearing from clients about re-opening: Front-facing employees worry about potential fallout when they tell customers masks are required for entry.
Lumoa
MAY 19, 2020
There are a lot of stats that showcase how critical a customer experience program is to any business’ success. Some experts feel that companies stand to lose upwards of $75 billion if they don’t deliver a best-in-class experience. Other research points to a slightly lower, but still an eye-popping loss of $44 billion. While the potential revenue losses are enough to get any CEO’s attention, many companies still aren’t making CX a priority.
ProProfs
MAY 22, 2020
Did you know that businesses that use assessment software are 36% more likely to be satisfied with their new hire? For a business to be successful, it needs to be able to accurately assess the skills of new hires, existing employees, and, at times, even customers. A skill assessment test can help you assess the skills, personalities & abilities of your employees to make sure that they are the right fit for the role.
Fonolo
MAY 19, 2020
The coronavirus has altered the way that contact centers reach out to their customers and will undoubtedly change the way business is done in the future. Companies are having to rework their business models to manage costs and expenses. The Pandemic Has Already Changed Call Centers. Most recently, Toronto-Dominion Bank announced that they’d be moving almost all of its call-centre employees from 15 different U.S. and Canadian cities to their homes in response to COVID-19.
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.
The DiJulius Group
MAY 20, 2020
1. Feature Article Why Your Best Is NOT Good Enough By John DiJulius, Chief Revolution Officer My two favorite examples of how giving your best should not be the goal are: The Reality Distortion Field and the 4-Minute Mile. My least favorite saying is “I gave my best.” To me, it is an unacceptable crutch; Read Full Article. The post Why Your Best Is NOT Good Enough appeared first on The DiJulius Group.
DMG Consulting
MAY 21, 2020
5 Customer Service Trends That Point to a Promising Future. 2/27/2020. By Donna Fluss. View this document on the publisher’s website. COVID-19 is frightening for good reason. There is no vaccine, no known cure, and no medicines that have proven to minimize its impacts. We’ve dealt with epidemics before—including the H1N1 pandemic in 2009, which gave us a scare—but never in any of our lifetimes have we confronted a pandemic of this magnitude, where the primary mechanisms for mitigating its
ProProfs
MAY 22, 2020
Did you know that businesses that use assessment software are 36% more likely to be satisfied with their new hire? That’s because pre-hiring tests created with such software can easily give more accurate outcomes than paper-based tests. . If you run a business and are tired of creating, distributing, and grading tests manually, an online test creator software can be an easy solution to your testing woes. .
Totango
MAY 19, 2020
The continuing COVID-19 health crisis may well produce a recession that has a significant impact on the Software-as-a-Service (SaaS) industry. No one is certain how this will change the long and short-term behaviors of customers, lenders, and enterprises in a SaaS world. As their customers are presented with changing markets and deal with the uncertainty that comes with current events, SaaS companies must be prepared for a potential wave of churn.
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.
ClientSuccess
MAY 18, 2020
After months of trying to stay on top economic changes and, quite simply, treading water in a churning sea, many SaaS organizations are figuring out how to make it through on the other side. With many industries starting to open back up after social quarantine measures and some sense of ‘normalcy’ returning to the world, businesses of all shapes and sizes are stepping out of this hibernation with a renewed sense of focus and dedication to get back to normal.
TeamSupport
MAY 19, 2020
There are two types of people in the world. The first type thinks B2B customer support is a cost center, or a necessary expense for running a business. After all, having a support team is required for your product, and it’s just something you need to have. The second type thinks B2B customer support is a profit center. Support may be part of a successful business, but that’s because they are a part of a greater revenue generating team.
Confirmit
MAY 18, 2020
There’s no sugar-coating it. Things in the global aviation industry are tough going at the moment. Heathrow Airport, one of the busiest airports in Europe saw a 97% drop in passengers in April. What was looking like it could be a 4-6-week struggle is now clearly a global game-changer. Airbus has warned that the industry could take up to five years to recover to levels seen before the Coronavirus pandemic.
Totango
MAY 20, 2020
Hi, We are two months in and finally we are starting to see the light at the end of the tunnel. While we have been sheltering-in-place we have been very busy building some exciting new functionality for you. SuccessBLOCs continue to be a focus for the second release of our Belize update. Earlier this year we launched the SuccessBLOC marketplace to make finding best practices and templates easier.
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?
ClientSuccess
MAY 19, 2020
SILICON SLOPES, UT (May 18, 2020) – ClientSuccess, a leading B2B SaaS customer success management platform, has been named the best Customer Success Management Solution of 2020 as part of the annual SIIA CODiE Awards. The prestigious CODiE Awards recognize the companies producing the most innovative business technology products globally. “We’re thrilled to win the 2020 CODiE Award for Best Customer Success Solution,” says Dave Blake, CEO of ClientSuccess.
TeamSupport
MAY 21, 2020
Did you miss Part 1 of this series? It was quite a show! Luckily, you can still go back and read it! We’re looking at different B2B customer support channels from two distinctly opposite perspectives: cost center (support is a necessary evil of business) and profit center (support can hold its own in the revenue generation conversation). In Part 2 we are looking at two of the most modern support channels, self-service and visual support.
DMG Consulting
MAY 21, 2020
5 Customer Service Trends That Point to a Promising Future. 2/27/2020. By Donna Fluss. View this document on the publisher’s website. Last year was a great year for service organizations and contact centers—even when it was clear that customers and clients were often displeased with levels of service (with a few notable exceptions). That’s because enterprise executives have finally accepted that their organizations need to deliver the personalized service experiences their customers want
Provide Support
MAY 21, 2020
The post 5 Reasons Why Customer Service Reporting is Important appeared first on Provide Support Blog.
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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
SurveySensum
MAY 20, 2020
In this unprecedented societal shift, as the reality of this new COVID-19 pandemic took the world by surprise, it has affected everyone’s life. We as humans have faced crisis situations in the past and always have come back stronger “descent with modification” The impacts of the COVID-19 pandemic continue to reverberate within our neighborhoods, workplaces and homes and throughout our economy.
The DiJulius Group
MAY 21, 2020
How you lead right now says so much about you as a leader. You have to set the tone for your entire organization. You have to be that person to fight overcome the odds and be the one that people can look to and rely on. How to Be a Great Leader Today 1. Figure. Read Full Article. The post How to Lead in a Crisis appeared first on The DiJulius Group.
Hodusoft
MAY 20, 2020
One cannot deny the fact that the patients seek the utmost support from the hospitals and laboratories at the time of emergency. Gone are the days when the patients used to wait in hospitals for their turn. Now, patients seek effective methods for immediate care. In this regard, tailored visual healthcare experience with a call center solution in place will surely help the patients to communicate with doctors when needed.
Steven Van Belleghem
MAY 19, 2020
It seems almost weird to me, considering the nature of contact centres offering remote voice advice to customers, that so many of them seemed to be asking their service employees to work at the office. Obviously, there were quite few infrastructure adaptations (equipment, software, server capacity, network stability…) that needed to be considered to allow people to work at home, but the ‘rewards’ of this approach seem to be a no-brainer to me.
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
MAY 21, 2020
VISION 2020. 2/27/2020. By Donna Fluss. View this document on the publisher’s website. We’ve entered the new decade with great momentum in technological innovation. Startups and large enterprises are investing billions in artificial intelligence (AI) and automation-based initiatives that will change the way we live our lives and conduct business over the next ten to twenty years.
The DiJulius Group
MAY 20, 2020
Are you and your organization really focused on leadership, or are you too focused on the byproducts of leadership? In times of crisis where there’s too much uncertainty, where do you stand as a leader? In this episode, Dave Murray from The DiJulius Group chats with Alden Mills, a nationally recognized rower turned Navy SEAL. Read Full Article. The post 004: The Three-Tiered Approach to Leadership with Alden Mills appeared first on The DiJulius Group.
Knowmax
MAY 18, 2020
Benefits Of Having An Internal Knowledge Base At Enterprises.
SugarCRM
MAY 22, 2020
Customer Relationship Management (CRM) and Marketing Automation Platforms (MAP) are like peanut butter and jelly–they’re just better when they’re together. So what is a marketer to do when your MAP provider announces they are no longer going to support integration to your CRM? Think this wouldn’t happen? Think again. It just has for the thousands of customers using Pardot in 2017 saw their CRM integrations retired, including those using SugarCRM.
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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