CX Accelerator

MARCH 16, 2020

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? This led to a discussion in the CX Accelerator community about the best name for such a role.

Contact Center 228

Contact Center CX Customer Service Engineering 228

Fonolo

JULY 29, 2021

Sometimes referred to as “transferrable skills”, these skills are made up of a person’s personality traits, habits, and behaviors. Communication doesn’t start without listening. Communication skills. Call center agents require strong communication skills to do their jobs. Active listening.

Contact Center 174

Contact Center Customer Satisfaction Start-ups Technology 174

SurveySensum

JANUARY 22, 2024

Success isn’t just about playing the right notes, but also about making sure that every person involved (stakeholders) is happy with how everything sounds. When each person understands their role in achieving the project goals, everything runs smoothly. But, who are these Stakeholders? It’s like an art.

Start-ups 52

Start-ups Government Customer Satisfaction Customer Feedback 52

Fonolo

JULY 20, 2021

You’re probably familiar with IVR, or Interactive Voice Response, is a menu system that connects customers to the information they need in your call center. Luckily, there are many ways to optimize your call center IVR so you can offer both your agents and customers a better experience. Test your IVR menu.

Contact Center 142

Contact Center Technology Technology Customer Satisfaction 142

SurveySensum

MARCH 5, 2024

It is a direct, efficient tool that will propel your workplace to greater heights, enhancing employee experience. And for that, all you need is an efficient employee feedback tool at your disposal. It is a two-way communication where employers share insights with employees, and employees, in turn, offer their perspectives.

Construction 52

Construction Start-ups Innovation Gaming 52

Uniphore

JANUARY 13, 2022

Uniphore: How do you start your day? U: What’s the best part about your job? As part of our ongoing “Life at Uniphore” series, we interviewed Andrew Dahlkemper, Uniphore’s new Chief People Officer. He also revealed what gets him going and what excites him the most about the future of Uniphore. At around 6 a.m.

AI 246

AI Start-ups Technology Technology 246

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effectively.

Omnichannel 53

Omnichannel Social Media Customer Satisfaction AI 53

Totango

APRIL 15, 2022

In order to effectively optimize, scale and provide your customers with the best experiences possible, you need to have a high-quality customer success platform. If you find yourself in a situation where you need to switch to a new CS platform, there are several things to consider before making your decision. Will it work for my team?

Start-ups 87

Start-ups NPS Customer Retention Customer Satisfaction 87

Hodusoft

MAY 10, 2024

Now, they’re the cornerstone of customer service and support, enabling seamless communication and collaboration with the help of call and contact center software , regardless of physical location. That’s because the COVID-19 pandemic made virtual call centers and contact centers a necessity rather than a convenience.

Contact Center 52

Contact Center Social Media Compliance Artificial Intelligence 52

Uniphore

NOVEMBER 18, 2021

27 basic emotion types —which is why it’s no surprise that a person’s feelings can be difficult for the next person to comprehend, let alone for a computer to analyze and capture. The AI assistant can then use this insight to provide personalized responses based on the user’s mood and facilitate more in-depth conversations.

CX 162

CX Artificial Intelligence AI Business Growth 162

Hodusoft

JANUARY 24, 2024

Personalization Strategies for Inbound and Outbound Banking Calls: A Technology Perspective Within the quickly changing banking industry, where the customer experience is paramount, the concept of tailored interactions has become increasingly important.

Technology 52

Technology Technology Predictive Analytics Machine Learning 52

SurveySensum

JUNE 29, 2023

– Techcrunch As a marketing expert, your goal is not just to attract customers but also to keep them satisfied and loyal. With these best practices, you will not only drive revenue but also cultivate long-lasting connections with your customers. By identifying pain points, enhancing communication, and anticipating future needs.

Customer Satisfaction 52

Customer Satisfaction Social Media Customer Relationship Customer Retention 52

Customer Service Life

SEPTEMBER 24, 2020

While I’ve spent a lot of time working with contact center teams on quality assurance, I, myself have not actually done a quality evaluation and coached an agent in over a decade. With that in mind, our team dreamed up a new set of criteria for evaluating the quality of our customer interactions.

Contact Center 128

Contact Center Customer Service 128

Beyond Philosophy

AUGUST 10, 2023

How we interpret and compare experiences to our expectations affects how we evaluate things. However, those four terms—perception, expectation, interpretation, and evaluation—have distinct ideas or stages, per psychologists. Evaluation is the sum of your interpretation and your expectations. Lorraine disagrees.

Education 78

Education Customer Survey Sales 78

Fonolo

FEBRUARY 27, 2023

To work effectively, they need to be integrated into your contact center strategy. They want the power to solve their own problems, and they expect your business to give them the means to do so. They want the power to solve their own problems, and they expect your business to give them the means to do so. says Sue. “The

Contact Center 142

Contact Center CX Gaming AI 142

Intercom, Inc.

DECEMBER 1, 2021

As a sales manager, the most impactful thing you can do is coach your team. Study any sales coaching blog, podcast, or book and you’ll find plenty of advice on the best ways to coach your sales reps: join their calls, listen to recordings, apply a framework … the list goes on. Our mission is to ‘make internet business personal.’

Sales 118

Sales CRM Construction Start-ups 118

Inside Customer Service

FEBRUARY 17, 2022

So how exactly do job applicants evaluate your company's culture? Candidates want to know if they can see themselves working for your company and if they’ll enjoy it. Applicants do their research Many job applicants do a lot of research before applying for a job with your company. That's from a 2019 Glassdoor report.

Social Media 130

Social Media Customer Service 130

Intercom, Inc.

JUNE 9, 2021

That used to mean welcoming them to the company in person but, like everyone, we’ve had to adapt to a new way of onboarding over the past year. It’s more difficult to communicate the way we work and the nuances of our culture. It’s more difficult to communicate the way we work and the nuances of our culture. We all laughed. .

Gaming 253

Gaming Engineering Start-ups Sales 253

Zendesk

FEBRUARY 24, 2022

Personalized sales styles. Strong communication. The question is: which members of your team are handling all of this? If you expect your sales representatives to handle this avalanche of logistics while also closing deals, you’re setting yourself up for some seriously burned-out teams and major issues with efficiency.

Sales 98

Sales Start-ups CRM Social Media 98

ClearAction

NOVEMBER 14, 2022

An attitude of gratitude is the source of growth personally and in relationships with fellow employees. Just as importantly, these gains are felt by everyone as a positive tone in your workplace, preventing dysfunction. JTBD are the ultimate outcomes a person seeks through their relationship with your brand.

Government 71

Government CX Start-ups Customer Experience 71

Hodusoft

APRIL 1, 2024

These rankings are not based on meticulous evaluation processes grounded in user feedback and performance metrics. It offers a versatile suite of features that empower businesses to resolve client issues efficiently while automating interactions across various communication channels. Each criterion is worth up to 20 points.

Contact Center 52

Contact Center Social Media Innovation Customer Satisfaction 52

Intercom

NOVEMBER 29, 2023

But what does your team need to do to embrace the all-powerful combination of human and AI-powered support? Now that humans are set to work side by side with AI and automation to augment team performance and customer experiences, it’s important to assess whether your current tools are up to the task.

Customer Service 89

Customer Service AI Start-ups Innovation 89

Totango

JUNE 26, 2020

However, you still have a say in how well your business makes it through this period. By embracing the following customer retention best practices, you can guide your customers through the current business landscape and be poised to thrive on the other side. Now is the time to lean on your Customer Success team.

Customer Retention 94

Customer Retention Manufacturing Finance Touchpoint 94

Totango

JUNE 15, 2022

All companies are going through the exercise of evaluating their investments, deciding what to cut and what to keep, what strategies to use, and simply, how to weather the storm. We’ve been here before, however, and we know that during uncertain times, protecting your customer base is the most important thing you can do for your business.

Customer Acquisition 104

Customer Acquisition Customer Relationship Customer Retention Start-ups 104

Intercom, Inc.

MARCH 3, 2020

Our experience has shown us that people perform best when they know what’s expected of them, so we think interviews should be a transparent, two-way evaluation. Being open helps us to better understand you and your experience just as much as it helps you understand us, our expectations, and what we can offer you. Show the right work?

Engineering 290

Engineering Gaming 290

Beyond Philosophy

AUGUST 21, 2020

How we share information is affected by the medium that we use to communicate it. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. My smartphone feels a lot more personal to me than my PC.

Transportation 179

Transportation Social Media Technology Technology 179

Intercom, Inc.

JUNE 10, 2020

Also known as Product Intuition or Product Instinct or Product Taste, it is the idea that you can use your own judgment to (1) accurately predict what your customers need, want and value, and (2) design and ship the right solution for them. You need to observe and talk to real customers , who are really using your product.

B2B 291

B2B Engineering Start-ups Transportation 291

Beyond Philosophy

JULY 16, 2020

Today, we decided to address memory and how crucial it is to enhance your customers’ recollections of their experience with you. I love the subject and discussing the behavioral sciences that explain it. She, along with colleagues, published about the Return Trip Effect. ” effect. Customer loyalty is a function of memory.

Start-ups 194

Start-ups Government Customer Feedback Customer Experience 194

Totango

AUGUST 8, 2021

Your product adoption strategy—the process you follow to ensure your customer is achieving maximum value from their daily use of your product—should be based on solid data and driven by the pursuit of ever-evolving goals. Offer Relevant Communications. Build a Customer Community. Proactively Provide Value.

NPS 118

NPS Customer Experience 118

SurveySensum

MAY 7, 2024

How to Enhance Your Buying Experience: 5 Benefits of PMP 1. To enhance your buying experience with PMP, consider the following practical guidance: Conduct Seller Due Diligence: Prior to engaging in PMP transactions, conduct thorough due diligence on sellers. In 2034, it’s anticipated that real-time trading will seize 25.9%

Predictive Analytics 52

Predictive Analytics Innovation Gaming Start-ups 52

Zendesk

JUNE 17, 2022

A customer might love your product or service, but the real test comes when they reach out to your support team. By prioritizing high-touch customer service, you and your support agents will be well-positioned to build and retain meaningful customer relationships. Live, human-to-human communication. Self-service kiosks.

Customer Service 98

Customer Service Start-ups Gaming CRM 98

SurveySensum

JANUARY 12, 2024

Companies that effectively execute customer experience projects start by concentrating on how they gather and evaluate consumer feedback — Gartner. The emphasis is now on creating personalized experiences that resonate on a personal level, recognizing each customer’s individuality.

Customer Feedback 52

Customer Feedback Customer Journey Map Social Media Sentiment Analysis 52

Fonolo

JULY 21, 2020

Lots of conversations happen daily at your contact center. An open, communicative work environment is the key to a healthy and vibrant work culture. Saying you have an open-door work policy is easy; making sure that your contact center agents feel comfortable voicing their concerns to management is much more challenging.

Contact Center 118

Contact Center Construction Start-ups 118

Fonolo

AUGUST 24, 2021

Your call center or contact center environment plays a big role in how engaged your agents are in their day-to-day work. Open communication. Here are some ways that your work environment affects your agents: Productivity. Your call center environment affects so many key functions of your operations.

Contact Center 148

Contact Center Technology Technology Education 148

ProProfs

MAY 10, 2023

Career assessment programs can help you assess candidates’ skills, personalities, and abilities. So, to help you choose the one that best fits your needs, we have shortlisted the 10 best tools for career assessments that are reliable, secure, and feature-rich. For a business to succeed, it needs employees that excel.

Artificial Intelligence 52

Artificial Intelligence AI Machine Learning Education 52

ProProfs

MAY 10, 2023

Career assessment programs can help you assess candidates’ skills, personalities, and abilities. So, to help you choose the one that best fits your needs, we have shortlisted the 10 best tools for career assessments that are reliable, secure, and feature-rich. For a business to succeed, it needs employees that excel.

Artificial Intelligence 52

Artificial Intelligence AI Machine Learning Education 52

ProProfs

DECEMBER 9, 2021

Employee evaluation comments are far more important than most of us would like to think. No matter how exhaustive your performance reviews are, you won’t achieve much if you don’t communicate them to your employees the right way. You didn’t hesitate to go out of your way to remain productive. Productivity.

Innovation 52

Innovation 52