Callminer

FEBRUARY 22, 2021

Read this blog to learn about the 25 top trends for 2021 in call center technology

Technology 317

Technology Technology 317

TSIA Customer Success

NOVEMBER 23, 2021

Company acquisitions require Customer Success Executives to be prepared. Whether you know it or not, you’re now competing for your own position against the Chief Customer Officer, Vice President of Customer Success, or Director of Customer Success of the acquired/acquiring company

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308

Shaun Belding

AUGUST 24, 2021

Customer Service Lessons From a Snake Farmer The very foundation of outstanding customer service, as well as successful selling, is the willingness and ability to be truly interested in each customer you meet.

Customer Service 251

Customer Service 251

Uniphore

AUGUST 12, 2021

Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it.

Contact Center 208

Contact Center AI Sales Technology 208

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The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

Customer Experience

The Belding Group

OCTOBER 18, 2021

A positive attitude is something that everyone is capable of. It doesn't require a specific education or skill set; and it's not dependent on how much money you make, how good looking you are or what you do for a living. Attitude is, quite simply, a decision one makes.

Education 218

Education 218

Adrian Swinscoe

DECEMBER 21, 2021

I recently attended Genesys’ Analyst & Influencer Summit, an event that connected me with leaders at Genesys, and their partners and customers. I don’t attend that […].

Customer Experience 155

Customer Experience 155

Shaun Belding

DECEMBER 25, 2021

We all run into situations where our clients and potential clients will choose a competitive company. They always have their reasons - and whether or not we agree with them, we need to respect them. There is never, ever a payoff in scolding customers, or trying to make them feel bad.

Customer Service 141

Customer Service 141

TSIA Customer Success

JUNE 10, 2021

One of the biggest mistakes customer success executives make is undervaluing the power of the charter of customer success. To many executives, creating a charter is a check-box effort rather than a blueprint for success.

Government 195

Government 195

The Belding Group

AUGUST 11, 2021

How to Create Customer Loyalty “How do you create customer loyalty?” ” It’s a question I’m frequently asked. It’s a great question, the answer to which is most often ignored when organizations are developing their business strategy. Don’t get me wrong.

Customer Loyalty 208

Customer Loyalty 208

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Inside Customer Service

FEBRUARY 18, 2021

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Tell me if this sounds familiar. The CEO announces a service culture initiative.

Customer Service 241

Customer Service Customer Satisfaction Customer Experience 241

Callminer

NOVEMBER 7, 2021

We recently announced our LISTEN 2021 Award winners, including seven LISTEN 2021 Analyst Award winners, and Top Partner and Top Customer of the Year. Read the blog to learn about the recipients

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339

CX Accelerator

JANUARY 11, 2021

by Jeremy Watkin and Community. The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception.

CX 238

CX Innovation Contact Center Customer Service 238

Intercom, Inc.

NOVEMBER 2, 2021

Across the US, people are quitting their jobs in record numbers. . This year, it’s estimated that approximately one in four people have quit their jobs , and those positions are remaining open for much longer than expected.

Engineering 228

Engineering Construction Sports 228

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

Actionable Insights

Uniphore

DECEMBER 14, 2021

Uniphore joins Cisco SolutionsPlus Partner Program PALO ALTO, December 14, 2021 – Uniphore, the leader in Conversational Automation, announced today that it has joined Cisco SolutionsPlus, an industry-leading partner program that helps enterprise buyers design and implement complete end-to-end customer solutions.

Sentiment Analysis 219

Sentiment Analysis ML Customer Experience AI 219

Bill Quiseng

DECEMBER 6, 2021

It is really disappointing to new employees that the first day of orientation is spent on defining the rules and restrictions, usually required by the legal department, that, if not followed, will result in termination. At the end of the day, someone is asking, “How was your first day at work?”

Legal 154

Legal Education Customer Survey Customer Expectations 154

Futurelab

NOVEMBER 9, 2021

A few weeks ago, I wrote about Seth Godin’s concept of finding your Who , which is all about identifying who your products are for. The Who isn’t defined by demographics but by psychographics: their (customer) beliefs, their dreams, their desires.

Customer Experience 207

Customer Experience 207

Adrian Swinscoe

DECEMBER 10, 2021

Privacy. Security. Justice. Equity. Accessibility. If you mentioned these words to pretty much anyone, they would probably all agree that they were important. But, ask them […]. The post The problem at the heart of personalization first appeared on Adrian Swinscoe

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155

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Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

Customer Service

Shaun Belding

OCTOBER 13, 2021

If you use a traditional training approach with customer service, it will fail. It will fail to engage participants, it will fail to stimulate adoption of new skills and, most importantly, it will fail to make the kind of sustained difference you’re looking for.

Customer Service 164

Customer Service 164

TSIA Customer Success

SEPTEMBER 28, 2021

To many in the technology industry, customer success and customer experience are viewed as the same teams. However, TSIA’s research shows that customer success and customer experience are two separate departments with different roles and responsibilities.

Customer Experience 329

Customer Experience Technology Technology 329

The Belding Group

SEPTEMBER 10, 2021

The Pot-Stirrer loves an injustice. He (she) lives to find real or imagined issues within the company, or even with you. He constantly questions decisions, and, like a dog with a bone, won't let go of something once he's got his teeth in it.

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211

Inside Customer Service

MARCH 25, 2021

Domino’s helped me survive college. My school had a deal with the local Domino’s franchise where you could use your meal plan to order a pizza. The meal plan even covered the delivery driver’s tip. It was way too convenient for a student who was strapped for cash.

Customer Service 232

Customer Service Customer Experience Innovation Sales 232

Speaker: Sneha Narahalli - VP, Head of Product at Sephora

In this webinar, Sneha Narahalli, Head of Product at Sephora (Digital, Data & MarTech), will give you an iterative method for identifying and developing Product Market Fit.

Start-ups

Callminer

MARCH 3, 2021

Read this blog to learn how the right tips and strategies can help your organization deliver positive, effective customer experience

Customer Experience 320

Customer Experience 320

CX Accelerator

NOVEMBER 26, 2021

As I like to say, "life is made up of experiences." And we get to design them! What awesome and important work this is. We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. One thing is clear from the responses.we love building strong relationships!

CX 182

CX Hospitality Hospitality Healthcare 182

Intercom, Inc.

AUGUST 11, 2021

Here at Intercom, we believe in shipping as quickly as possible. . It breathes life into your engineering team, and teams across the company, as customer issues and requests are resolved quickly and efficiently.

Engineering 223

Engineering 223

Uniphore

NOVEMBER 19, 2021

By Jeannie Walters The future of customer experience is exciting in many regards, but what’s happening around low code/no code opportunities is downright fascinating. I had the privilege of interviewing Umesh Sachdev, CEO of Uniphore, and Yochai Rozenblat, former CEO of Jacada, soon after the acquisition of Jacada was finalized.

Contact Center 219

Contact Center Customer Experience AI Technology 219

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