Service Quality Institute

FEBRUARY 7, 2023

Northeast Delta Dental’s Guarantee of Service Excellence These seven guarantees are very important to the companies and employees that use Delta Dental. Accurate identification cards will be available within 15 calendar days upon receipt of a completed enrollment form. The percentage of payroll spent on training was 0.88%.

Gambling 52

Gambling Non-Profits Start-ups Customer Service 52

Intercom, Inc.

JULY 29, 2021

Ever since he was hired as the Director of EMEA Sales at BrowserStack , a web and mobile testing platform that lets developers test their websites and mobile applications across browsers, operating systems, and mobile devices, he had to completely rethink how to successfully onboard hundreds of salespeople just as everyone was going remote.

Sales 223

Sales Start-ups Engineering Finance 223

Comm100

JULY 5, 2022

In this article, we’ll demonstrate just how easily a chatbot can be set up and deployed to meet the needs of your customers and your organization. Read on to see how to build a chatbot without coding in 8 steps. Before you build your bot, it’s important to understand one of the basic principles of how AI chatbots work – intent.

Start-ups 82

Start-ups Customer Satisfaction AI Customer Service 82

Callminer

MARCH 9, 2020

This article describes how the process can be simplified with software and what you can do get the best scheduling solution for your organization. Consumers around the world turn to call centers at all hours to help clear up issues that arise with the products they use and the services they depend on. Keeping up with Incoming Calls.

Start-ups 182

Start-ups Customer Satisfaction Retail Technology 182

Bill Quiseng

DECEMBER 14, 2015

But today’s customers are expecting service on-line and on the social media channels that they use. Since I certainly am not an expert on how to use social media for customer service, I reached out halfway around the world to someone who is, Ravi. How to start using Social Media for Customer Service.

Social Media 151

Social Media Customer Service Customer Loyalty Start-ups 151

Logicalware

NOVEMBER 25, 2021

So how can you ensure your contact centre is ready for this seasonal demand? Are systems running smoothly and are staff sufficiently trained? How is this relevant to preparing your contact centre for seasonal demand? The holiday season is one of the busiest times of year for retailers. And are you serving enough channels?

Retail 98

Retail Sales Start-ups CRM 98

Zendesk

OCTOBER 25, 2023

Learn how to leverage AI for EX and start reaping the benefits. Here’s how you can make the employee experience better by using AI. Enhance agents’ skills Remember the scene in The Matrix where Neo plugs into the combat training program and excitedly learns different kinds of fighting styles?

AI 52

AI Sentiment Analysis Artificial Intelligence Start-ups 52

Intercom, Inc.

OCTOBER 29, 2018

Deadlines help us stay focused, aligned and driven – and can be used to keep project scope in check. “Deadlines help us stay focused, aligned and driven – and can be used to keep project scope in check” At Intercom, we have shipped some ambitious projects to tight deadlines in the past year.

Engineering 155

Engineering Start-ups Technology Technology 155

Zendesk

MAY 30, 2023

Whatever tools we use to make our lives easier, more productive, or more profitable, the message coming out of Relate 2023 was clear: success depends entirely on whether your technology actually helps humans get the job done. An AI solution made for CX teams is just the beginning.

AI 52

AI Sentiment Analysis Retail CX 52

Zendesk

DECEMBER 7, 2021

But what exactly does it mean to use AI throughout the customer journey? Artificial intelligence (AI) customer experience uses technology—such as machine learning, chatbots, and conversational UX—to make every touchpoint as efficient and hassle-free as possible. 3 ways to use AI customer experience. We’ve got a few ideas.

AI 97

AI Customer Experience Artificial Intelligence Machine Learning 97

Zendesk

SEPTEMBER 14, 2021

Cold calling scripts: 16 actually useful ones. To help you figure out what to say to prospects, we’ve gathered 16 cold-calling scripts from a number of our favorite sales resources—like Rain Sales Training and First Round Review. How are you? There are two different ways that companies can work with us. Source: RiseFuel.

Sales 97

Sales Start-ups Engineering Sports 97

Zendesk

SEPTEMBER 3, 2021

Customer Service Week invites business leaders to ask how they can do a better job building processes and policies that ensure teams on the frontlines feel supported. Do you invest in ongoing agent training ? How can you celebrate Customer Service Week? What is National Customer Service Week?

Customer Service 94

Customer Service Customer Acquisition Start-ups Customer Satisfaction 94

Beyond Philosophy

APRIL 9, 2021

There are limits that are challenging for us to overcome. Among other things, Dunbar studied how people and animals processed group sizes. In other words, Dunbar and his researchers could predict how large a social circle would be based on the size of the animal’s brain. Yep, you guessed right, not much.

Social Media 157

Social Media Start-ups CX Customer Experience 157

Intercom, Inc.

MAY 6, 2019

All products share a universal problem, no matter how long they’ve been around or how well they are built – the problem of customer inertia. As you add new features and make improvements, you need to consider how to help existing customers continue to see value with your product. What is product adoption?

Start-ups 196

Start-ups Engineering 196

Execs In The Know

JUNE 7, 2023

This post will explore why brand leaders should be paying close attention to this rapidly evolving industry and how businesses can effectively navigate the outsourcing landscape while maintaining a strong brand experience. In an era where customers hold the power, their experience with a brand can make or break its success. Let’s dive in.

CX 85

CX Compliance Artificial Intelligence AI 85

Intercom, Inc.

OCTOBER 17, 2018

How did it all begin? That’s because every Intercomic takes about 2 months to complete, requiring significant forward planning to get each portrait delivered on time for the employee’s anniversary, which we track meticulously on a calendar. Let me explain. It tries to encapsulate where the company is, and above all, where it’s going.

151

151

Totango

JUNE 8, 2021

How do you measure engagement rate? TC: At Truspilot, we have three key components that indicate to us if a business is getting value out of our platform or not and those are our basis for engagement. What are some of the strategies you have used to improve open rates? along the way to engage them. along the way to engage them.

E-commerce 117

E-commerce Sales Technology Technology 117

Myra Golden Media

APRIL 2, 2020

I managed a global call center during the Y2K fear, and my company spent a full twelve months contingency planning for everything that could potentially fail when the calendar flipped over to the new millennium. And most of us didn’t have a five-level contingency plan in place to carry us through midnight.

Start-ups 71

Start-ups Customer Service Customer Experience 71

Intercom, Inc.

OCTOBER 22, 2019

As a manager, the tasks competing for your attention only multiplies – coaching , training, interviewing, forecasting , planning, and more. Here’s an example from LB’s own career: at LinkedIn, when her team of SMB AEs were short on inbound pipeline, she had her reps take an entire day off their calendars to focus on prospecting.

Sales 123

Sales Finance Start-ups B2B 123

Comm100

JUNE 12, 2023

This article will look at what AI chatbots are and how they work. Then we will explore how they are transforming customer experience for businesses. AI chatbots use Natural Language Processing (NLP), a subset of machine learning, to understand human language.

AI 52

AI Customer Experience Artificial Intelligence Machine Learning 52

Callminer

APRIL 23, 2019

To train and evaluate call center staff. The primary reason this number may not be included is that both the account number and the CV2 are required for would-be criminals to use a stolen card. PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS).

Compliance 159

Compliance Contact Center E-commerce Customer Satisfaction 159

Myra Golden Media

SEPTEMBER 28, 2017

I’m giving you the actual exercise I gave to the employees in the customer service training I delivered this morning, along with the discussion questions I used. If you’d like an excellent training activity that helps employees convey empathy , print off this exercise and facilitate a short discussion with your team.

Customer Service 63

Customer Service Customer Experience 63

Zendesk

AUGUST 2, 2021

You likely have no idea what information to study or how you’ll perform on the AP exam—not an ideal situation. Just like understanding benchmarks and working through practice tests will help you tackle an AP exam, using sales analytics and analytics tools will help you boost sales numbers. What is sales analytics?

Sales 98

Sales Gaming Predictive Analytics Actionable Insights 98

Intercom, Inc.

DECEMBER 21, 2021

We’re not exactly sure how, but yes, it’s that time of the year again. But as you scale beyond Series A, how can you be sure you’re choosing the right lane? And what a year it has been! More than integrations and features and quarterly reports, back in August, Intercom turned 10. Hubert Palan , founder and CEO of Productboard.

Engineering 118

Engineering Government B2C Start-ups 118

Service Quality Institute

FEBRUARY 8, 2022

Training: They spend hundreds of millions of dollars training their staff. Training: They spend hundreds of millions of dollars training their staff. Only Apple and Amazon seem to understand the power of using your name. The surveys make the HR department and CEO feel good. Amazon is a firm with 1.6

Start-ups 52

Start-ups Sales Customer Service Customer Satisfaction 52

Zendesk

SEPTEMBER 3, 2021

Customer Service Week invites business leaders to ask how they can do a better job building processes and policies that ensure teams on the frontlines feel supported. Do you invest in ongoing agent training ? How can you celebrate Customer Service Week? What is National Customer Service Week?

Customer Service 52

Customer Service Customer Acquisition Start-ups Customer Satisfaction 52

Totango

JUNE 9, 2020

How to Encourage Renewals. If your customers are not seeing value right now, you may need to analyze their usage of your product and offer training specific to features that would benefit their business. Renewal is not tied to an anniversary or date on a calendar. You just have to adapt them to today’s sensitivities.

Start-ups 62

Start-ups Construction Finance Customer Retention 62

Fonolo

AUGUST 20, 2019

Only a stone’s throw away on the calendar are the two busiest shopping days of the year, ones that sometimes instill fear in the hearts of customer service staff, but bring in a magnificent amount of profit for brands in the space: Black Friday and Cyber Monday. Here’s a sad (but true) story: The dog days of summer are almost at an end.

Contact Center 57

Contact Center Retail Customer Service Technology 57

SurveySensum

FEBRUARY 28, 2024

Using an anonymous employee feedback tool enables you to access genuine opinions about your processes, and employees’ interactions with your company, and pinpoint areas where improvements are necessary. How to Choose the Right Anonymous Feedback Tool? Do you want to uncover the real issues your employees are facing? Why limit yourself?

Start-ups 52

Start-ups Actionable Insights Construction Social Media 52

Taylor Reach Group

DECEMBER 11, 2019

The challenge lies in how you make you employees or in the case of a contact center, your agents happy. Feeling motivated helps us all to perform better and feeling valued is a prerequisite for agent engagement. As one group of agents told us, “As soon as we figure out how to earn bonus, they change it, so they can take it away.”

Customer Experience 119

Customer Experience Contact Center Scorecard Customer Satisfaction 119

SugarCRM

JUNE 30, 2021

So how did we improve our tools in such a way? . Our CRM and Sales Impact Report , which surveyed 1,000 sales professionals worldwide using traditional CRMs, revealed some concerning findings. In 2020, like so many others, we pivoted our annual customer event series, SugarConnected, to a digital format. Keep reading for more insights.

Artificial Intelligence 29

Artificial Intelligence CRM Predictive Analytics AI 29

Comm100

JANUARY 11, 2023

Chatbots used as customer service automation tools include: AI chatbots integrated within live chat, powered by natural language processing (NLP) to understand human intent and speech. Voice bots that communicate with customers through digital voice and telephony channels using the latest machine learning AI to eliminate long wait times.

Customer Service 85

Customer Service Healthcare AI Artificial Intelligence 85

Help Scout

NOVEMBER 26, 2018

Once you’re trained, you can easily keep three balls in the air at any one time. How do you transfer those balls to another juggler? So how do you balance keeping chat online with keeping agents happy? How flexible can you be with moving agents on and off of chat? Imagine that covering chat is like juggling balls.

Start-ups 40

Start-ups 40

ClientSuccess

JUNE 27, 2018

If you do have to schedule out any critical meetings or checkpoints with customers, make sure you do it well in advance to give customers time to check their calendars or rearrange plans if necessary. Putting these meetings on the calendar in advance shows that you respect a customer’s free time and value their schedule.

Entertainment 40

Entertainment 40

ProProfs

MAY 29, 2020

In this blog post, we’ll be looking at ten such real challenges of virtual teams and see how to tackle them in the best way with the right strategies and tools. Thankfully, there are now many powerful communication channels that you can use to overcome these virtual team communication challenges. CultureWizard ). What you can do.

Start-ups 59

Start-ups Government Gaming Education 59

SugarCRM

DECEMBER 30, 2020

To accomplish this objective a system administrator or the users themselves (armed with some basic training) should customize the dashboard to reflect their use of Sugar. As a Product Manager, I’ve created a number of dashboards for my own use to provide an overview of our: Sales pipeline process. Marketing efforts.

Sales 29

Sales CRM Customer Experience 29

ClientSuccess

MAY 31, 2018

Being on the CSM frontline allows us to directly influence the success of our clients. How has it helped you? The tips are typically 2-3 simple screenshots that illustrate how one persona or the other uses a particular feature that came up in conversation the previous week. Mentor Questions. Company : Lucid Software.

Start-ups 40

Start-ups Engineering Sales Customer Experience 40