ECXO

APRIL 18, 2024

For instance, he once had to convince the product development team to prioritize a bug fix that was causing a lot of distress for the customers. Another time, he had to mediate between a frustrated customer and an indifferent sales representative who had sold the customer a product that didn’t meet their needs.

Customer Experience 101

Customer Experience Start-ups Customer Feedback Sales 101

Inside Customer Service

MAY 11, 2023

You've sent your team through customer service training. It even feels like the team has a bit more energy than before, though you can't quite say for sure. Step 1: Identify expectations Start by meeting with the person who asked for the customer service training. People seemed to like the training. Did the training really work?

Mystery Shopper 182

Mystery Shopper Customer Service Mystery Shopping Start-ups 182

Inside Customer Service

APRIL 27, 2023

Do your customer service goals inspire the team? It helps you write goals that give your team clarity, inspire teamwork, and encourage the right behaviors. Team-oriented. If not, the FIT model might be the cure. The FIT goal model also makes costly incentives, prizes, and leaderboards completely unnecessary.

Customer Satisfaction 206

Customer Satisfaction Customer Service Customer Survey Technology 206

Intercom, Inc.

AUGUST 19, 2020

Allow too many meetings to pile on to their calendar, and they face some serious hydration and bladder issues. Allow too many meetings to pile on to their calendar, and they face some serious hydration and bladder issues. And missing the right meetings on the calendar can overlook important collaborative time.

Start-ups 260

Start-ups 260

SurveySensum

APRIL 16, 2024

On the other hand, many software teams face difficulties in creating a productive teamwork environment. In this post, we will look at ways to improve collaboration and communication within the software development teams. Such complexity and uncertainty make it perfectly plausible for software teams to struggle with alignment.

Construction 52

Construction Social Media Engineering Actionable Insights 52

Intercom, Inc.

JUNE 22, 2021

This change in behavior has placed a demand on sales teams to bring their sales motion into alignment with buyer expectations. The COVID-19 pandemic has upended entire industries, forcing rapid change in the ways companies do business and dramatically accelerating the adoption of new technologies.

Technology 233

Technology Technology Sales Customer Expectations 233

Futurelab

DECEMBER 27, 2023

The Shifting Landscape In the not-so-distant past, market research teams were perceived only as information providers, distanced from the whirlwind of business-generating processes. Research and insight teams are rarely equipped with the skills or tools to perform it. Yet this is rarely the case any more.

Customer Experience 157

Customer Experience CX Start-ups Actionable Insights 157

Intercom, Inc.

JUNE 7, 2022

The promise of live chat for sales teams is being able to connect faster with higher quality leads. Using live chat as part of your sales funnel can grow your pipeline, help your team to work more efficiently, and ultimately boost conversion rates. Want to get started with live chat for sales? Here’s what you need to know.

Sales 245

Sales Start-ups Touchpoint B2B 245

Intercom, Inc.

JULY 15, 2021

Marketing teams are under constant pressure to find creative ways to generate more leads for sales teams. Over the past few years, marketers have learned one of the most effective methods for lead generation is engaging with prospective customers while intent is high, like when they’re browsing the website or perusing the pricing page.

CRM 232

CRM Sales Start-ups Innovation 232

Inside Customer Service

JULY 28, 2022

The customer service leader explained his company had a customer service vision that he talked about in every meeting. The manager was surprised to learn the secret was hidden in the other conversations he was already having with the team. How can you add novelty to team meetings? "My employees are tuning me out."

Customer Service 147

Customer Service Entertainment Gaming Start-ups 147

Intercom, Inc.

AUGUST 26, 2020

As support teams look to the year ahead, there’s no shortage of priorities to juggle – from team efficiency, to customer experience, to business impact. Today support teams have a full plate. With a focus on ROI, nearly a third (30%) plan to measure their team’s impact on customer retention.

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations B2C 233

Totango

JANUARY 3, 2024

Totango now offers integrations with leading revenue intelligence platforms Gong and Chorus to help teams enhance operational efficiency and leverage the insights gleaned from customer interactions to drive strategic decision-making. Totango’s integration process is simple and secure.

Touchpoint 102

Touchpoint Customer Relationship Technology Technology 102

Totango

NOVEMBER 16, 2023

But, oftentimes, managing and documenting these customer interactions—especially cross-functionally among global and remote teams—can be challenging and time-consuming. Track meetings as tasks with Google Calendar and Outlook Calendar Similar to email, meetings and events are critical to maintaining consistent connections with your customers.

Outlook 107

Outlook Touchpoint CX Customer Experience 107

Intercom, Inc.

FEBRUARY 9, 2021

It’s no secret that when it comes to support, customer expectations are higher than ever before – but how are support leaders and teams adapting to these increased demands? That’s a significant gap between expectations and reality – and one that it’s all too easy for your support team to fall into. With empathy. “I

Customer Expectations 222

Customer Expectations Touchpoint Start-ups Customer Satisfaction 222

Intercom, Inc.

JULY 14, 2020

As customers expect more and more out of support experiences, support leaders can risk burnout on their team to meet the escalating demand. But even for larger teams, an influx of customer questions can overload agents, leaving them frustrated and overworked, and in turn, not able to provide great support.

Customer Experience 224

Customer Experience Customer Expectations Start-ups Customer Satisfaction 224

Zendesk

FEBRUARY 12, 2024

Workforce engagement management is key to not only meeting, but exceeding customer expectations. It won’t tell you where there are gaps in your service, or where there are opportunities for coaching and additional training for your support teams,” said Adrian McDermott, chief technology officer, Zendesk.

AI 144

AI Customer Expectations Customer Satisfaction CX 144

Customer Service Life

FEBRUARY 29, 2024

Image by Mikko Koivuneva from Pixabay Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential to an effective and high-performing contact center. This is one of the reasons consistent conversations with agents are so important.

Contact Center 88

Contact Center Gaming Customer Service 88

Experience Investigators

AUGUST 17, 2021

This often means creating a team of leaders who regularly meet to discuss priorities, resources and accountabilities that drive CX forward. These teams are sometimes called a CX Strategic Council, a CX Team, or something similar. So how do you run better CX meetings? How Will This Team Work Together?

Customer Experience 132

Customer Experience Net Promoter Score CX Start-ups 132

Experience Investigators

MARCH 5, 2024

Why Employee Experience is Vital to Customer Experience Human resources (HR) and learning and development (L&D) teams are incredibly influential in the customer experience. HR and L&D teams enable employees with the processes, technology, and education they need to thrive. in both areas. Employees deserve training.

Customer Experience 94

Customer Experience Net Promoter Score Customer Journey Map CX 94

Beyond Philosophy

MARCH 8, 2024

I remember being in meetings where the boss suggested something not so great. In this episode, you will also learn: The various reasons we find ourselves in such situations that often involve avoiding conflict, fearing consequences, or having poor communication systems within the team. Have you ever come across the Abilene Paradox?

Construction 88

Construction CX 88

Zendesk

FEBRUARY 21, 2024

These convenient online shopping options breed fierce competition between brands and create pressure for sales teams. In today’s virtual world, inside and outside sales teams play crucial roles—making it important for your business to incorporate them into your modern sales strategy. What do inside sales reps do? What is outside sales?

Sales 52

Sales Social Media CRM B2B 52

Fonolo

NOVEMBER 22, 2022

This is especially true for contact center and customer service professionals – after all, customer behavior is constantly shifting, and it’s critical for businesses to meet their expectations. It’s a great starting point for new contact center team leads, supervisors, and managers looking to start their next role on the right foot.

Contact Center 147

Contact Center Start-ups Education Customer Satisfaction 147

TeamSupport

MARCH 7, 2024

A key aspect of this is team collaboration - the more effectively your team can work together, the better they will be at solving customer issues and delivering a superior experience. Let's discuss how team collaboration and customer intelligence can enhance your team's performance.

Machine Learning 52

Machine Learning Customer Satisfaction Omnichannel AI 52

TeamSupport

MARCH 7, 2024

A key aspect of this is team collaboration - the more effectively your team can work together, the better they will be at solving customer issues and delivering a superior experience. Let's discuss how team collaboration and customer intelligence can enhance your team's performance.

Machine Learning 52

Machine Learning Omnichannel Customer Satisfaction AI 52

Zendesk

MARCH 13, 2024

With so much change happening around AI, Harris and his team are spending the year researching and conducting tests to ensure that they’re meeting the actual needs of their customer base. That’s kind of the first place I go to when I’m saying, ‘hey guys, I’m going to test out turning off our chatbot for a bit,’” he said.

AI 113

AI CX 113

Beyond Philosophy

MARCH 14, 2024

I also remember sitting in meetings where the boss suggested something that was not a good idea. Others find themselves on the road to Abilene because they don’t want to suffer the consequences of rocking the boat, from being labeled as a negative team member to getting sacked. They were too polite. That’s the bad news.

Start-ups 78

Start-ups 78

Fonolo

NOVEMBER 29, 2022

Just as any great sports team is only as good as its coach, a call center team is only as good as its manager. Have I built a good rapport with my team members? If you’re managing a larger team and have multiple supervisors reporting to you, you’ll need to develop this level of trust with them. First call resolution.

Contact Center 126

Contact Center Net Promoter Score Sports Gaming 126

Intercom, Inc.

DECEMBER 8, 2020

But with so much data to consider, how can you define the help desk metrics that matter for your team? They’re vital for gauging whether or not your current customer support solutions are meeting the needs of your customers and your organization. Help desk metrics vs. KPIs. Ticket volume or total conversations.

Customer Satisfaction 211

Customer Satisfaction Customer Expectations Machine Learning Start-ups 211

Comm100

APRIL 2, 2024

A higher score is indicative of successful customer interactions, suggesting that your offerings meet or exceed expectations. Enhance customer service training – Empathy Training: Incorporating empathy training for your customer service team is vital to increasing CSAT.

Customer Satisfaction 89

Customer Satisfaction CRM Actionable Insights Social Media 89

ECXO

MARCH 5, 2024

The Prototype and Test stages are where the rubber meets the road. Revolutionize Your Business with Customer-centric Solutions using Design Thinking As we sail through the digital age, organizations worldwide are riding the wave of digital transformation to enhance customer experience. What does Design Thinking bring to the business?

Innovation 98

Innovation Gaming Customer Satisfaction Start-ups 98

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. To transform your organization to reach this next level, enterprises often need a change agent who can help both functional teams and customers shift their behaviors to drive better results in the post-sales journey.

Business Growth 99

Business Growth Customer Journey Map Gaming Sales 99

Experience Investigators

MARCH 26, 2024

Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that’s shaping how we interact with businesses today. Venture further into the realm of engagement with us as we spotlight the trend of shoppable video content.

CX 64

CX B2B Education Innovation 64

Help Scout

JUNE 30, 2021

Making remote work … work … looks very different when your team does not share core working hours. The challenges of geo-remote teams. That’s especially true if most of the team is close in time with just a couple of outliers. Live “whole team” meetings are almost impossible. Benefits of geo-remote teams.

Legal 134

Legal Start-ups Healthcare Customer Service 134

Intercom

DECEMBER 13, 2023

Customer service is undergoing rapid change as customer expectations rise, placing higher and higher demands on your team. But meeting these expectations without modern technology is incredibly difficult and comes at a high price: your team’s time. Now the power of Fin is also in the inbox.

AI 103

AI Start-ups Customer Service Customer Expectations 103

Fonolo

SEPTEMBER 14, 2023

strategy in goal-setting is key: it provides direction and helps focus your team’s time and energy. cctr #agentengagement Click To Tweet Individual goals improve agent performance and contribute to success, while team goals promote camaraderie. Using the S.M.A.R.T Many work long, difficult hours in a stressful environment.

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

Totango

DECEMBER 7, 2023

In Part 2 of this hot topic series, Taylor Hodges , Global Head of Customer Success for the Corrigo Enterprise product at JLL Technologies, shares how her team takes a unique approach to this task by aligning cross-functional GTM teams by industry vertical.

Sales 89

Sales Scorecard NPS Customer Acquisition 89

Intercom

JANUARY 10, 2024

Get the report → Customer support teams will remember 2023 as the year that everything changed. Support teams have had a front-row seat to this AI revolution, and for our fourth annual Customer Service Trends Report , we wanted to understand just how much of an impact the transformation has had. Out with the old, in with the new.

Customer Service 100

Customer Service AI Customer Expectations Technology 100