Beyond Philosophy

MARCH 15, 2024

Most think a customer crisis isn’t going to happen to them or that they will be able to manage it when it does with their business-as-usual approach. When it comes to customer experience , even the best-managed companies encounter challenges. When it does happen, will you be able to navigate it to an acceptable outcome? We doubt it.

Start-ups 88

Start-ups Customer Relationship Customer Service Customer Experience 88

Intercom, Inc.

NOVEMBER 3, 2021

These initially took place once – or multiple times – per six-week engineering cycle, but became more spaced out as the state of the alerts and monitors improved to a more manageable level. . Each alert review session starts with an ordered list of alerts that fired in the previous period, ordered by frequency of their firing.

Engineering 209

Engineering Start-ups Customer Experience 209

Beyond Philosophy

MARCH 8, 2024

Harvey coined “The Abilene Paradox” based on a family incident. The good news is there are effective ways to manage it, with strong leadership and a robust communication process being crucial. Have you ever come across the Abilene Paradox? It’s when everyone agrees to do something that no one really wants to do.

Construction 88

Construction CX 88

Bill Quiseng

MARCH 20, 2024

as GM/Managing Director to Mr. Invisible, sequestered alone with my wife in my San Diego apartment. Now that I am older and wiser, especially given this incident, I advocate this: QUI QUOTE: Whatever your title or position, be a servant leader who will CARE for people first. Unfortunately, I suffered a stroke in April 2021.

Hospitality 97

Hospitality Hospitality Social Media CX 97

Intercom, Inc.

MAY 19, 2021

It’s a familiar problem for all companies that scale fast – how do you keep your core technologies manageable for the increasing number of teams that depend on them? Our general availability around Elasticsearch also suffered and the learnings from availability incidents were not being applied to all Elasticsearch clusters.

Technology 216

Technology Technology Engineering Start-ups 216

Intercom, Inc.

MARCH 26, 2020

Our leadership team is fully engaged in the active management of our response during this challenging period. We also operate a dedicated 24×7 on-call incident management function , ready to immediately respond to, and mitigate, any customer impacting issues. Business continuity.

Non-Profits 192

Non-Profits Hospitality Hospitality Engineering 192

Fonolo

DECEMBER 4, 2019

From outbursts in restaurants, to caring agents looking after customers in airports, to racial incidents between customers that agents have to diffuse — all have had a place on the world stage, serving as instructive examples. The victim, Britany Price, suffered a broken cheekbone and broken nose as a result of the incident.

Customer Service 84

Customer Service Social Media Hospitality Hospitality 84

Helpt

APRIL 8, 2024

HelptTech: Specialized Support When It Matters Most HelptTech offers a tier-1 managed helpdesk service that acts as a direct extension of a business's team. Comprehensive T1 Support : Staffed by professionals with 1-3 years of experience, HelptTech addresses a wide range of T1 support needs, from OS management to security remediation.

Customer Satisfaction 52

Customer Satisfaction Business Operations Technology Technology 52

Beyond Philosophy

MARCH 14, 2024

Harvey wrote “ The Abilene Paradox: The Management of Agreement ” years ago. He named it that because of an incident in his family where they drove 50 miles each way across the desert in an unconditioned car during very hot, dusty weather from Coleman to Abilene, Texas, for dinner even though no one wanted to go. That’s the bad news.

Start-ups 78

Start-ups 78

Logicalware

MAY 9, 2023

For Scottish Water’s Contact Centre and Scheduling Team Manager, Emma Hoare, this sentiment rings particularly true. The Scottish Water team came together like no other as over 200 volunteers from across the business were set up on Puzzel Contact Centre to respond to inbound enquiries related to the incident.

Customer Service 52

Customer Service Customer Experience 52

Zendesk

OCTOBER 2, 2023

However, the battle for security continues as incidents increase in both frequency and sophistication. Fun fact: Attack surface management is a top concern. But for those who are unsure: Simply put, a data breach is an incident in which an unauthorized party gains access to data.

Engineering 87

Engineering Construction Government Start-ups 87

Shep Hyken

NOVEMBER 3, 2021

It could be an isolated incident, which is easy to fix. These questions are for you and your management team. While he’s in the hospitality industry, this could apply to any type of business. There have most likely been times that many of us have fallen short in taking care of our customers. But what happens when it becomes a trend?

Hospitality 141

Hospitality Hospitality Customer Experience Customer Service 141

Zendesk

FEBRUARY 13, 2024

Subject: We’re sorry for [briefly describe the incident or issue] Dear [Customer group or Organization Name], I hope this message finds you well. We at [Company Name] apologize for any inconvenience or disappointment caused by [briefly describe the incident or issue that affected a large group of customers or individuals].

Customer Satisfaction 52

Customer Satisfaction Start-ups Customer Service Customer Loyalty 52

Zendesk

JULY 12, 2023

Rising to the challenge with integrated service management Overall, the hospitality industry is moving from a period defined by return and resurgence into one that will require rethinking and innovation—especially as brands seek to stay ahead of the competition and win the hearts and loyalty of their guests.

Hospitality 93

Hospitality Hospitality Engineering Innovation 93

Lightico

FEBRUARY 22, 2024

simplifying document management. IDP enables seamless extraction of critical information from FNOL documents, including policy details, incident descriptions, and claimant information, facilitating prompt responses and efficient claims handling. This organizational strength expedites identification and retrieval of essential paperwork.

ML 52

ML Machine Learning Compliance Customer Satisfaction 52

Inside Customer Service

MARCH 25, 2021

Domino's finally eliminated it in 1993 after facing two high-profile lawsuits when one delivery driver killed a motorist in a crash, and a second delivery driver severely injured another in a separate incident. The tool also included a way for customers to submit feedback about their order—feedback that went straight to the store manager.

Customer Experience 252

Customer Experience Sales Innovation Customer Feedback 252

Logicalware

MARCH 28, 2022

It delivers both satisfied customers and resource savings,” Harald Bakken, Product Manager at Puzzel, says. “It’s Puzzel’s SMS services are provided via our API, Puzzel SMS Gateway, and can be integrated into the Puzzel Contact Centre and Puzzel Case Management. It’s suitable for absolutely every target group.

Customer Experience 98

Customer Experience Social Media Engineering Case Management 98

ProProfs

JANUARY 25, 2022

It doesn’t really help anyone if you get down to discussing cybersecurity only as a theory or after an incident takes place. Get Management Buy-In. For this, you need the support of management. . The budget approval for this undertaking can come only from the management. Handle Cybersecurity Incidents Carefully.

Education 52

Education Engineering Legal Start-ups 52

Execs In The Know

JUNE 14, 2023

These policies cover areas such as data protection, access controls, incident response, and secure communication practices. This includes adhering to security policies, promptly reporting potential security incidents, and taking necessary steps to prevent and mitigate security breaches. It’s the best of both worlds.

ML 52

ML Artificial Intelligence Education AI 52

Zendesk

JUNE 30, 2022

Under the program, non-violent 911 calls related to homelessness, mental health, and addiction are routed to the CIRCLE dispatch center 24/7 and Urban Alchemy practitioners act as first-responders as an alternative to the police, resolving non-violent incidents more effectively than law enforcement. Jeff Kositsky, CFO of Urban Alchemy.

Government 52

Government Technology Technology Start-ups 52

Beyond Philosophy

APRIL 17, 2017

After the incident, United CEO Oscar Munoz released a statement saying, “I apologize for having to re-accommodate these customers. As the owner of a customer experience consultancy, I see these incidents as a flaw at the very core of United’s corporate philosophy. Should you stop flying United because of this incident?

Social Media 110

Social Media Compliance Customer Experience 110

Intercom, Inc.

MARCH 15, 2021

So what can employers and managers do to help? I talked to myself and I was like, ‘What is it that I really need?’” With these specific goals in mind, she approached her manager to discuss the possibility of a more flexible working schedule that would enable this – and he gave his full support. The lesson? I could just say yes.

Engineering 209

Engineering 209

Zendesk

OCTOBER 6, 2022

Last year, industry expert Blake Morgan recounted in Forbes several incidents of customer violence on flights or down the aisles of Target, prompting the impacted brands to put measures in place to protect staff.

Customer Service 98

Customer Service Technology Technology Customer Experience 98

Fonolo

SEPTEMBER 19, 2018

And, as we’ve seen in now notorious cases (lest we forget the United Airlines incident ), it’s become a way for customers to size up and shout about serious blunders in customer service to an ever-growing court of public opinion. That being said: Social media platforms aren’t solely used for public brand-shaming.

Social Media 237

Social Media Contact Center Non-Profits Education 237

TeamSupport

MARCH 14, 2023

Built specifically for business to business (B2B) organizations, our customer support software empowers companies to focus on their customer health holistically - rather than merely focusing on ticket management: one ticket or customer inquiry at a time.

Customer Satisfaction 52

Customer Satisfaction B2B Customer Loyalty Customer Service 52

The Customer Service Blog

JULY 5, 2023

Why it matters In 2022 alone, USA customer data was compromised in over 1,800 incidents, affecting over 400 million individuals. Much of the prior research has focused on customer anger in the wake of a data breach and the need for companies to placate angry customers or manage negative media coverage.

Social Media 52

Social Media Finance Retail Technology 52

Intercom, Inc.

JULY 15, 2022

In practice, it means you’re only giving your teammates the powers they need to do their job and in doing so you limit the blast radius of any potential account takeover incident. For more resources on how to securely manage your Intercom workspace, check out our Security documentation. Seeing what’s going on inside your workspace.

Start-ups 118

Start-ups Engineering 118

Win the Customer

SEPTEMBER 5, 2017

The average loss per incident was $8,000. Nearly half of retailers experienced increase of loss from shrinkage, suffering an average loss of $377 per incident, up $60 from the previous year. First and foremost, security systems pay for themselves by protecting businesses from property damage and losses incurred by burglary.

Non-Profits 115

Non-Profits Retail Social Media Compliance 115

Experience Investigators

DECEMBER 14, 2021

There were more air rage incidents this year than in any year since the airline industry started recording these types of situations, for example. This is especially important to consider for your frontline workers like cashiers, customer service representatives, and customer success managers.

Customer Experience 135

Customer Experience Close the Loop Customer Journey Map Contact Center 135

ProProfs

DECEMBER 24, 2020

HR Managers’ Roles in OSHA Compliance. The objective of releasing this information by OSHA is to sensitize employers to these common violations and enable them to take timely steps to identify, prevent, and manage workplace hazards. This will prepare them for any future incident. Role of HR Managers in OSHA Compliance.

Compliance 52

Compliance Construction Education Hospitality 52

Lumoa

AUGUST 5, 2022

This will help you understand if the negative price reaction is an isolated incident or if it’s occurring to similar brands. Identify the Type of Incidence. So, you need to determine if the negative feedback you receive is a one-time incident or if it will become a recurring pain point for customers.

Retail 83

Retail VOC Customer Feedback NPS 83

Fonolo

DECEMBER 15, 2020

Your contact center needs to be able to continue to operate in the event of a serious incident such as a fire, natural disaster, or cyber-attack. But breaking up your departments into modules makes them easier to manage and quicker to put back together after a crisis. AMIT UNADKAT , MANAGER AT LOGIC 2020.

Contact Center 147

Contact Center Omnichannel Engineering Technology 147

Zendesk

DECEMBER 14, 2023

Youtube + ChatGPT AI Assistance Youtube + ChatGPT AI Assistance (Support) (paid) offers YouTube channel integration for Zendesk, allowing users to manage multiple accounts within a unified inbox. Agents can efficiently respond and manage YouTube comments directly within the Zendesk app.

AI 52

AI Social Media Compliance Contact Center 52

Intercom, Inc.

OCTOBER 13, 2021

As manager, it meant that I often had to jump in and help out with everyday tasks rather than focusing on the team’s direction, strategy, and professional development. When Cormac McGuire, our Group Engineering Manager, joined the team, we took a step back and looked at what needed to be done to get us back on track.

Engineering 129

Engineering 129

Beyond Philosophy

MAY 7, 2021

So, if you have a large assortment to offer customers, find a way to make the choices more manageable by grouping like items or offering easy-to-navigate decision-trees that end up at a decision. Therefore, if you want to influence the memory of the incident, these two moments are the place to start. Manage customer wait times.

Customer Experience 177

Customer Experience Start-ups Customer Relationship Management Customer Relationship 177

Execs In The Know

JUNE 7, 2023

These contracts tie outcomes to incentives and credits, providing suppliers with the flexibility to manage day-to-day operations and provide strategic feedback. Change Management and Leadership Change management has been highlighted as a critical aspect of successful outsourcing relationships.

CX 85

CX Compliance Artificial Intelligence AI 85

Zendesk

FEBRUARY 2, 2022

Things were quiet in the store, until the incident. Finally, a manager appeared and swiftly escorted the tantruming woman from the store. But when you’re in customer service, anger management is part of the job, so de-escalation training is key. The staff knows they can pass abusive customers off to their manager.

Healthcare 97

Healthcare Start-ups Customer Service 97