Futurelab

FEBRUARY 22, 2025

– PESTEL helps map out political, economic, social, technological, environmental, and legal shifts. We use tools like PESTEL analysis or Scenario Planning to identify external factors and possible futures that could impact your company, your customers, and therefore your service.

Legal 130

Legal Start-ups AI Technology 130

Uniphore

JULY 10, 2021

Privacy Policy / Legal. Privacy Policy / Legal. . +1 (770) 352-1300. ada@jacada.com. 11560 Great Oaks Way, Suite 200 Alpharetta, GA 30022. Copyright 2021. HTML Sitemap. Terms of Use. HTML Sitemap. Terms of Use. The post How to Cut Call Center Agent Onboarding In Half appeared first on Jacada.

Contact Center 223

Contact Center Legal Artificial Intelligence Social Media 223

Callminer

JULY 22, 2020

For call centers, there are various ways that termination letters can be created to align with legal best practices and company needs. Termination letters are especially useful for providing legally verifiable notice to affected parties of your organization’s relationship with them coming to an end. Types of Termination Letters.

Legal 182

Legal Customer Service Compliance Contact Center 182

Callminer

APRIL 24, 2024

Consumer Duty requirements were launched by the UK’s FCA in June 2023 and represent legally binding regulation for financial services. But what does this actually mean? Read this blog to learn more.

Legal 182

Legal 182

Callminer

AUGUST 3, 2020

Learn more about the meaning of the term ‘eDiscovery’ as well as the current legal and procedural landscape that surrounds it.

Legal 182

Legal 182

Callminer

JANUARY 16, 2017

Mini-Miranda is a legal warning debt collectors are required to use at the beginning of communications with consumers, both written and oral.

Legal 182

Legal 182

CX Accelerator

APRIL 1, 2022

If I tell the customer what happened, could I potentially get in trouble with the “legal department” and lose my job? In some cases, the legal department may need to vet every communication that goes out. What if the customer posts the information I give them on social media and it goes viral?

Legal 266

Legal Contact Center Social Media CX 266

SurveySensum

DECEMBER 28, 2023

Building and sustaining strong client relationships is paramount in the legal profession, where trust serves as the cornerstone for success. In the legal profession, establishing and maintaining strong client relationships hinges on trust, making client feedback invaluable.

Legal 52

Legal Customer Feedback Data Mining Innovation 52

Callminer

APRIL 20, 2020

Negotiating and drawing up a contract in some instances can carry legal fees, and continuing the relationship will have costs in time or possibly travel.” Pay close attention to the legalities of risk management when partnering with BPO providers.

Legal 286

Legal Artificial Intelligence Engineering Government 286

ECXO

AUGUST 15, 2023

Additionally, brands must account for and understand data privacy and cyber-risk concerns as simulating data and environments will increase legal and regulatory risk.

Manufacturing 294

Manufacturing Artificial Intelligence Legal Machine Learning 294

Intercom, Inc.

DECEMBER 2, 2021

From the process of disambiguation and the worst outage we ever had to our obsession with speed and how legal and engineering teams can work better together, Engineer Chats will give you a peek behind the engineering process at Intercom. The legal team isn’t there to slow R&D down. Where legal comes in.

Engineering 178

Engineering Legal Start-ups Compliance 178

CX Accelerator

NOVEMBER 7, 2023

16) have a legal team that spends more than 1% of their time battling ex-employees. Read each of these as a completion of this sentence: A company might not be customer-centric if they… Here’s what my friends came up with: , Luke Soon , focusing on the big picture says: 4) think short-term versus long-term. 5) put profits before purpose.

Net Promoter Score 316

Net Promoter Score Legal Construction Social Media 316

Intercom, Inc.

AUGUST 17, 2020

The process is typically equated with language translation – which is one of its core components – but in practice, it spans to include factors such as the tone and voice of your content, product pricing and tax models, and the legal considerations for entering and operating in that market.

Legal 276

Legal Engineering Customer Experience 276

Bill Quiseng

DECEMBER 6, 2021

It is really disappointing to new employees that the first day of orientation is spent on defining the rules and restrictions, usually required by the legal department, that, if not followed, will result in termination. At the end of the day, someone is asking, “How was your first day at work?”

Legal 195

Legal Education Customer Service Customer Survey 195

Customer Think

JULY 27, 2023

However, as this digital realm expands, so do the legal challenges it poses, particularly concerning intellectual property rights. Introduction: The metaverse’s rapid rise has presented an exciting new frontier for innovation, collaboration, and entertainment.

Legal 52

Legal Entertainment Innovation Technology 52

Inside Customer Service

APRIL 15, 2021

Legal practice management software maker, Clio , had its employees conduct in-depth interviews with at least one customer. What would make this event a successful one? I also conduct interviews with several people who will be in the audience, so I can learn more about their perspective on the topic I’ll be covering.

Legal 246

Legal Customer Service 246

Win the Customer

DECEMBER 26, 2024

Data breaches and privacy violations can severely damage customer trust and have significant legal and reputational consequences. Data Privacy & Security: The Challenge: AI-powered CX often relies heavily on customer data. The Product Manager’s Role: Prioritize data privacy and security throughout the product development process.

AI 59

AI CX Artificial Intelligence Legal 59

Intercom, Inc.

NOVEMBER 23, 2021

We welcome former Smartsheet CMO Anna Griffin and former Lumileds Chief Legal Officer Cheree McAlpine to the executive team as Chief Marketing Officer and General Counsel respectively. In her role as General Counsel, Cheree McAlpine will set the strategy for Intercom’s legal team and prepare the company for continued growth.

Legal 118

Legal Sales Technology Technology 118

ECXO

JUNE 25, 2024

Challenges and Considerations in AI Adoption Addressing Ethical and Legal Concerns The adoption of AI in product design raises several ethical and legal considerations that companies must address. These innovations not only improve product usability but also contribute to Unilever’s sustainability goals.

AI 156

AI Customer Experience Legal Manufacturing 156

Futurelab

MAY 31, 2024

Some customers threatened legal action. When the hood was opened (upon our recommendation), the team unearthed several dramatic stories of customer trust abuse and failure to comply with company standards. Are your metrics driving the right behaviours? Calibrate

Legal 130

Legal B2B Voice of the Customer 130

eglobalis

AUGUST 28, 2024

Understanding this distinction helps in more nuanced evaluations of ethical and legal situations. However, there can be instances where free will is present, but moral responsibility is mitigated due to factors like coercion, lack of knowledge, or severe mental illness.

Customer Experience 309

Customer Experience Legal Customer Relationship Retail 309

Intercom, Inc.

AUGUST 25, 2020

In UX, avoid this by aligning with legal best practices — such as avoiding words like “always” and “never” — and making sure you truly understand the logic that you’re describing. But also: don’t leave off labels, explanations, hint text, and progressive disclosure. Trustworthiness problems. Lies, misrepresentations, exaggeration.

Legal 290

Legal Start-ups Engineering AI 290

Intercom, Inc.

FEBRUARY 1, 2019

Add a legal document or NDA for visitors to sign. Legal counsel. Add a legal document or NDA for visitors to sign. Authorize Google Apps access to get employees email addresses. Place the iPad in a stand at the front desk. Completing all of these requires participation from: Someone with access to a company credit card.

Legal 145

Legal Start-ups Sales Engineering 145

Myra Golden Media

MARCH 22, 2021

“I realize it’s upsetting to hear that you’ll have to retake your exam and apply for a new license, particularly because you can’t legally operate without your license. There’s simply no way around this.”. The Department of Insurance will not renew any license that has lapsed or that has outstanding penalties.”.

Legal 133

Legal Customer Experience 133

Callminer

NOVEMBER 20, 2019

Industries that are strictly regulated by governing bodies may request such information due to legal obligations, in which case previous employers may also be legally obliged to respond. Exact laws pertaining to VOE tend to differ by state and territory. Information is Requested from Previous Employers.

VOE 140

VOE Legal Government Compliance 140

Customer Think

DECEMBER 6, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. However, much of it was the easy stuff and hasn’t had the breakthrough effect they hoped to get. I wasn’t surprised by this problem, and I will explain why in this issue. It is critical […]

Legal 69

Legal Finance Customer Experience 69

Lightico

MARCH 5, 2025

No one likes a jargon filled legal heavy customer journey. However, compliance mandates transparency, but the result is often overwhelming, legal documents and contracts that hinder CX rather than inform customers. Beyond customer-facing benefits, Lighticos platform reduces compliance costs and increases operational efficiency.

Compliance 52

Compliance CX Customer Experience Healthcare 52

Callminer

DECEMBER 11, 2018

In the case of suppliers this can include burning lots of time in having a complaint handled, defecting to another company, bad mouthing the supplier online and offline and in more extreme cases, pursuing legal avenues.”.

Legal 196

Legal Customer Experience 196

Beyond Philosophy

OCTOBER 1, 2015

If you had the choice of doing something the easy way or the hard way, and you didn’t have to do anything morally, ethically, or legally wrong to do it the easy way, which would you choose? My guess is the majority of you would say take the easy way. I certainly would.

Customer Experience 163

Customer Experience Gambling Legal CX 163

MyCustomer Experience

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. However, much of it was the. 30th Nov 2023 By Colin Shaw Founder & CEO

Legal 52

Legal Finance Customer Experience 52

Callminer

JULY 30, 2018

In the case of suppliers this can include burning lots of time in having a complaint handled, defecting to another company, bad mouthing the supplier online and offline and in more extreme cases, pursuing legal avenues.”. Let your call centre protect you from the churn epidemic – by listening!

Legal 174

Legal Customer Experience 174

Intercom, Inc.

AUGUST 10, 2020

With businesses unsure of legal requirements for reopening and on a very tight timeline, the team relied on Intercom to manage the highly charged conversations they were seeing. Rob explains, “Being able to be in constant contact with your team is integral when it comes to sensitive and dynamic issues.”.

Government 197

Government Legal 197

SurveySensum

MARCH 10, 2025

Identifies potential legal risks : Flags conversations that may expose the company to lawsuits or violations. Impact: Lower legal risks, reduced penalties, and a more secure and compliant organization. Provides audit-ready documentation : Keeps a record of all conversations, making it easier to prove regulatory compliance.

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

Intercom, Inc.

FEBRUARY 16, 2022

We needed some help from customer support, sales, analytics, marketing, legal, R&D, and others, but everyone pulled together to move fast. Our project plan had a January launch, but by looking at the timeline and assessing what was left to do, we figured we could pull it forward to December.

Engineering 234

Engineering Start-ups Legal Sales 234

Inside Customer Service

MARCH 4, 2021

I profiled Clio, a company that makes legal practice management software, in The Service Culture Handbook. A medical device manufacturer I worked with had posters of patients hung throughout its offices. Employees would also get to meet patients who visited as part of regular public relations tours.

E-commerce 157

E-commerce Legal Hospitality Hospitality 157

Taylor Reach Group

MAY 14, 2019

Avoid the “robotic, PR crafted, legal jargon, edited by the Chief Financial Officer” response. That’s not to say you shouldn’t consult your legal team, because, if you’re not careful, that class action suit will likely follow. Instead, draft a genuine apology with clear goals about your next actions.

Gaming 121

Gaming Customer Service Legal Customer Experience 121

Callminer

MAY 12, 2020

Software that comes with a full-featured compliance tool set eliminates potential headaches where legal benefits and other important requirements are concerned. Abiding by shifting standards and regulatory guidelines can be tremendously taxing on team leadership. Security Options.

Compliance 182

Compliance CRM Legal Customer Relationship Management 182