Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms.

B2B 91

B2B ML CRM Customer Relationship Management 91

Intercom, Inc.

JUNE 7, 2022

Live chat – especially when it’s part of a modern customer communications platform that helps you make the most of every engagement – is a powerful addition to your sales tech stack. Maintain sales hygiene by integrating with the other essential tools in your sales tech stack to ensure that your data is always up-to-date and synchronized.

Sales 245

Sales Start-ups Touchpoint B2B 245

Intercom, Inc.

JUNE 22, 2021

Below, we take a closer look at the top three trends in the sales tech landscape to consider when choosing the right software for your sales organization. As we reached the first anniversary of the pandemic, customer expectations were still riding high, while their tolerance for poor sales service was considerably lower.

Technology 233

Technology Technology Sales Customer Expectations 233

Zendesk

MAY 8, 2023

Meta CEO Mark Zuckerberg has called it the “ year of efficiency ,” while others have called it the end of the tech boom. But despite budgetary challenges, tech companies have reason to hope. CX remains a critical business differentiator, especially for tech companies. “That amounts to about $1.3M ” Read the story 2.

AI 98

AI CX Customer Satisfaction Omnichannel 98

Intercom

NOVEMBER 16, 2023

The outcome is clear – a journey riddled with pain points, high volumes of complaints, frustrated employees, and unsustainable turnover rates, all of which significantly contribute to a mediocre customer experience. And actually, some of the tech is not quite there yet. rise in customer satisfaction. It’s all about balance.

Customer Satisfaction 101

Customer Satisfaction Start-ups Customer Service Finance 101

Uniphore

JUNE 15, 2021

High Stress. High Stakes. Faced with the growing challenges of training and retaining high-performing employees, customer operations leaders are often stuck between a rock and a hard place. Tech Experts Can usually resolve their own concerns with minor assistance. High Tech Hell. Call Center Life.

CX 162

CX Social Media Contact Center Actionable Insights 162

Customer Think

JANUARY 31, 2024

Helen Fanucci, a sales leader with 25+ years in the high-tech industry and author of “Love Your Team: A Survival Guide for Sales Managers in a Hybrid World.” discusses the importance of trust in sales, effective targeting strategies, and the role of collaboration in team selling.

Sales 52

Sales 52

Intercom

FEBRUARY 1, 2024

Customer expectations for customer service have reached an all-time high, with 87% of support teams reporting that customer service expectations have increased in the past year. Having a really high-quality chatbot that’s available 24/7 is possible, and it’s easy. I think we’ve crossed the threshold in 2023.”

Customer Service 97

Customer Service AI Technology Technology 97

Uniphore

JANUARY 25, 2022

Applications considered early in their hype cycle reached maturity at breakneck speed, and our tech predictions became a reality even faster than we anticipated. And in the tech world, the answer is simple: nowhere to go but up! And they’ll open up more of their operations to tech vendors as well. 1 tech trend for 2022.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Fonolo

FEBRUARY 29, 2024

” State of the Workforce In an era where very high customer service expectations collide with labor shortages, contact center leaders need to do more with less. economy, which is creating a high employment situation, driving up wages and making it harder to hire for call center positions, especially entry-level ones.

Contact Center 87

Contact Center Artificial Intelligence AI CX 87

Customer Think

JULY 15, 2021

This applies to high-tech inventions as well. The wheel may be one of humankind’s greatest innovations, but keep in mind that it’s what the tool can do – not the tool itself – that guides history.

E-commerce 132

E-commerce Retail Innovation Customer Loyalty 132

Helpt

AUGUST 25, 2023

Picture this: you scan down the budget sheet, and there it is—tech support. Now hold on a second before you turn your tech support into a DIY project or outsource it to the lowest bidder. As much as we'd love to think of tech support as just a fancy term for restarting gadgets, it's actually the lifeline of a well-functioning business.

Gambling 52

Gambling Customer Satisfaction Start-ups Customer Retention 52

Zendesk

MARCH 16, 2022

With the tech industry expanding exponentially, sales companies are on the hunt for tech-savvy, down-to-earth sales representatives who know what it takes to explain big tech to big companies. They often negotiate high-value enterprise-level B2B sales. Assisting established clients with product/tech installation.

Engineering 98

Engineering Sales B2B Education 98

Helpt

FEBRUARY 2, 2024

In the world of tech support, the ability to effectively manage customer interactions is pivotal. Mastering the Art of Ticket Noting in Tech Support Clarity and Consistency are King Before delving into the tools and processes that enable effective ticket noting, it's crucial to understand why clarity and consistency are indispensable.

Customer Satisfaction 97

Customer Satisfaction Actionable Insights Customer Retention Customer Experience 97

Customer Bliss

AUGUST 30, 2021

With the stratospheric increase in high tech solutions to ‘take care’ of customers, the need for high touch has also escalated. They need a blend of high tech to enable high touch, as I discussed with a recent guest on my livestream , Deborah Westphal, author of a book on this subject entitled Convergence.

Start-ups 124

Start-ups CX Technology Technology 124

Intercom, Inc.

AUGUST 26, 2020

To find out how support leaders are navigating the current landscape, we surveyed a random sample of 593 support managers across both B2B and B2C and industries like education, retail, healthcare, and tech. As consumers, we know full well just how high our expectations are – we want quick, personal support, 24/7.

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations B2C 233

Intercom, Inc.

NOVEMBER 13, 2019

Recently our internal tech support team found themselves in this situation while providing support to our 650-person team spread across five offices and timezones. Our tech support team’s Custom Bot. Our tech support specialists have all the details they need the minute they pick up the conversation. The result?

Start-ups 143

Start-ups Education Business Operations Sales 143

Intercom

AUGUST 11, 2022

“In-context support is the key ingredient your support tech stack is missing” In-context support is the key ingredient your support tech stack is missing. We hope you’ll find this guide is anti-fluff and high on nutritional need-to-know advice for thriving in the digital age.

Customer Loyalty 118

Customer Loyalty Start-ups Customer Expectations Customer Experience 118

Experience Investigators

SEPTEMBER 26, 2023

We’ll also take an exciting trek into the strategy of Lego’s adult-targeted, high-tech journey, Delta Air Lines loyalty offerings, and Amazon’s latest offering – end-to-end supply chain management. This is the new age of customer experience, and we don’t want anyone to be left behind.

CX 98

CX Technology Technology Customer Experience 98

Intercom, Inc.

DECEMBER 28, 2022

We’ve made it to the end of 2022 – 12 months in which everything changed for the tech industry. After booming for the best part of two decades, a number of factors coincided to transform the SaaS landscape and tech more broadly. As we know, we’re in the middle of a tech industry slowdown. Well that was quite the year.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

DMG Consulting

FEBRUARY 19, 2024

These insights are very relevant to contact centers, and they help explain the extremely high levels of dissatisfaction in these operations today in the U.S. Significantly more women than men work in contact centers, with the exception of IT and other high-tech environments. (To and many other countries.

Contact Center 48

Contact Center Sales Customer Service 48

Uniphore

JUNE 10, 2021

Make Legacy Tech Work Smarter. 13% High Call Volume. Basing automation tech “success” on the employee experience. Use Self-Service to Handle High Call Volume. Here are 10 ways the best call centers are thriving in the new normal while others are struggling to survive. Transition to work-at-home with legacy technology.

Contact Center 246

Contact Center Outlook Gaming Education 246

Intercom

DECEMBER 18, 2023

Understanding their fears is key to continuing to provide high quality support and letting go of resentment. Intercom’s customer service has always been satisfactory and that is something you don’t usually expect from a big tech company. We had funny moments explaining we were a tech company ?

Customer Service 98

Customer Service 98

Helpt

JANUARY 16, 2024

Introduction So you've decided to outsource your tech support? Or maybe the decision was influenced by the high costs associated with hiring and maintaining a full-time, in-house IT staff. This model typically means that your tech support needs are managed by a provider who may not be located on your premises, often operating remotely.

Customer Satisfaction 52

Customer Satisfaction Business Operations Customer Relationship Business Growth 52

Taylor Reach Group

JULY 17, 2017

While some of the most celebrated sci-fi authors and respected tech influencers predict a future struggle with synthetic organisms bent on the destruction of their lesser intelligent creators, my greater concern is for an autonomous cab refusing me service because I’ve been segmented as a likely non-tipper. (I I see you, Uber.).

Machine Learning 251

Machine Learning Artificial Intelligence Customer Experience E-commerce 251

Fonolo

SEPTEMBER 1, 2022

Of course, call centers are notorious for high turnover rates. High call volumes and angry customers can easily stress out your agents. Storytelling, tech, lunch-and-learn sessions, job shadowing, and incentives are all fantastic training methods. Adopt a tech-forward mindset. Common Causes of Low Call Center Retention.

Contact Center 137

Contact Center Customer Feedback Start-ups Customer Satisfaction 137

Execs In The Know

APRIL 9, 2024

While this growth in tech has been highly impactful, there’s one constant we can all appreciate: humans are still the heartbeat of any contact center and vital to delivering outstanding customer care. According to data from on-demand pay company DailyPay, turnover rates for care/support roles in contact centers were reported as high as 87.6%

Contact Center 52

Contact Center AI Technology Technology 52

Uniphore

JANUARY 13, 2022

Andrew shared his thoughts on the value of company culture, how to empower a growing workforce and what leadership lessons he’s learned from nearly two decades in the tech industry. It’s important for leaders to establish high level priorities and give our people the guidance and the autonomy to figure out the “how”.

AI 246

AI Start-ups Technology Technology 246

Intercom, Inc.

APRIL 22, 2021

After writing An Elegant Puzzle about the challenges of engineering management in high-growth organizations, his focus shifted to a career path that’s much less understood – the technical leadership track. Or does this whole tech career thing support the writing? Architect, Tech Lead, Solver, and Right Hand. Brian: Great.

Engineering 274

Engineering Start-ups Non-Profits Construction 274

Fonolo

AUGUST 19, 2021

High turnover. Paired with stringent break policies and high call volumes , it’s easy for agents to feel overworked. Feedback is also essential for high performance. Listening to angry customers, hearing complaints, and managing high customer service expectations while being constantly watched can make anyone feel stressed.

Contact Center 148

Contact Center Customer Satisfaction Technology Technology 148

Customer Think

SEPTEMBER 16, 2023

The brand has a multi-faceted approach, tackling CX from many sides: from high-tech personalization and holistic lifestyle coaching to robust community building, radical inclusivity, and strategic […]

Sports 49

Sports CX Customer Experience Customer Loyalty 49

Fonolo

OCTOBER 26, 2022

You’re dealing with high turnovers in contact centers, making it difficult to retain talent. If industry competitors are helping their agents with innovative tech for day-to-day efficiency, why aren’t you? The right contact center tech is a great motivator. Start with the right tech. Everything goes downhill.

Contact Center 142

Contact Center Education Start-ups Customer Satisfaction 142

Fonolo

NOVEMBER 8, 2022

High call volumes are three words that can strike fear into the heart of any call center professional. Work with your agents and set expectations around providing consistent and high-quality service to your callers. Automation is an important part of alleviating high call volumes. Knowledge Base or FAQ. Use Call-Back Technology.

Contact Center 156

Contact Center Start-ups Technology Technology 156

Intercom

NOVEMBER 30, 2021

Study after study shows that the vast majority of support teams are unhappy with their current customer support tech stacks. Below, we’ll share everything you need to future-proof your tech stack for the new conversational support era. Download The Ultimate Modern Support Tech Stack guide. Is your tech stack ready?

E-commerce 124

E-commerce Social Media Engineering Start-ups 124

Totango

APRIL 6, 2023

With budgets being cut, staff being laid off, and sales cycles getting longer, many businesses are feeling the pressure, especially in the tech sector. It’s no secret that businesses have been hit hard in 2023. These new seat licenses are add-ons to any Totango plan, making CS program visibility very accessible.

Innovation 85

Innovation Outlook CRM Sales 85

Fonolo

AUGUST 25, 2022

All staff and agents can access workplace facilities and tech easily. Call center agents should learn to lead with empathy while fostering problem-solving skills to navigate and troubleshoot assistive devices and tech. And if you’re facing high call volumes, try Fonolo’s Voice Call-Backs. Accessibility means access to all.

Contact Center 87

Contact Center Omnichannel Customer Satisfaction Customer Service 87

Helpt

APRIL 8, 2024

Customers have increasingly high standards, so businesses need to stay proactive with their offerings. Round-the-clock support has become a standard rather than a luxury, and businesses are expected to deliver high quality service at all times.

Customer Satisfaction 52

Customer Satisfaction Business Operations Technology Technology 52