Intercom, Inc.

MARCH 16, 2022

“The secret to Intercom’s success in this realm is simple: years of consistent, careful, and multi-faceted cultural, organizational, and engineering work”. The secret to Intercom’s success in this realm is simple: years of consistent, careful, and multi-faceted cultural, organizational, systems and software engineering work.

Engineering 118

Engineering Technology Technology Education 118

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

Fonolo

DECEMBER 15, 2020

This chart from hbr.org shows you how that plays out in a crisis event: The Six Principles of Resilient Systems. Commercial airplanes can fly with as little as 1/4 of their engines running. 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.

Contact Center 147

Contact Center Omnichannel Engineering Technology 147

Zendesk

MARCH 29, 2023

Spring ACT: Giving a voice to domestic abuse survivors According to the National Coalition Against Domestic Violence , nearly 20 people per minute are physically abused by a partner in the United States, and more than 20,000 phone calls are placed to domestic violence hotlines nationwide daily. Each one of us can play a part, too.

Government 98

Government Start-ups Education Technology 98

Callminer

NOVEMBER 9, 2020

Call center fraud is no laughing matter. Fraud is not only on the rise in call centers generally (jumping by 350% between 2013 and 2019 ), but the spread of fraud in the midst of the COVID-19 pandemic means businesses and consumers alike must be more mindful than ever. Indicators of Fraud on Inbound Calls That Agents Can Recognize.

Contact Center 345

Contact Center Engineering Scorecard Retail 345

Totango

AUGUST 11, 2022

First, we’ll look at how digital client relationships differ from live interactions and what this implies for SaaS customer relationship management. Examples include: Search engine queries and ads. The latter may include managers, procurement officers, CEOs, investors, and others. Social media posts. Demonstration videos.

Net Promoter Score 105

Net Promoter Score Social Media Customer Journey Map Customer Relationship 105

Intercom, Inc.

DECEMBER 2, 2020

With new learnings and challenges emerging almost daily, it may feel difficult to justify spending valuable time crafting principles and processes rather than features and products. Processes help scale an engineering organization. As an engineering leader, what are you ultimately responsible for?

Engineering 152

Engineering B2C Education Innovation 152