Uniphore

JULY 23, 2021

Both of these situations would be totally unacceptable. The study found that only about one in every three reps felt engaged in their work. Disengaged agents are more likely to engage in counterproductive behaviors. Even neutral reps are 43% more likely to engage in job-seeking behaviors. Check it out!

Contact Center 246

Contact Center Social Media CX Customer Experience 246

Callminer

OCTOBER 11, 2018

If you’re ready to better leverage your data to improve agent performance , it’s time to take a look at some important call center metrics that you might be overlooking. Read on to learn what our experts had to say about the call center metrics you might be overlooking and how you can better leverage them. Kaye Chapman @kayejchapman.

Contact Center 561

Contact Center Non-Profits Compliance Start-ups 561

Intercom, Inc.

NOVEMBER 2, 2021

Across the US, people are quitting their jobs in record numbers. . This year, it’s estimated that approximately one in four people have quit their jobs , and those positions are remaining open for much longer than expected. One thing that will always be on that list, however, is good management.

Engineering 291

Engineering Construction Sports 291

Intercom, Inc.

JUNE 30, 2022

?. For years, people have been abusing surveys. It didn’t work very well, and it turned out it was because people made honest mistakes when filling in forms that the technology couldn’t read. But as Caroline points out, even the best tools need to be used thoughtfully in order to get meaningful results.

Start-ups 239

Start-ups Net Promoter Score Legal Government 239

Intercom, Inc.

AUGUST 9, 2022

And it’s really just the start – we are working hard to deliver more and more breakthrough value for our customers by continuing to create new, different, and better ways for companies to connect with their customers. . Intercom helps companies build strong customer relationships through ongoing, personalized, and engaging communication.

Innovation 211

Innovation Customer Relationship 211

Experience Investigators

MARCH 5, 2024

But don’t just take my word for it: Engaged employees are proven to create better customer experiences. They become champions of CX, too, by connecting day-to-day work to direct customer outcomes and integrating CX into the entire employee journey. But they don’t always realize it. We’ll share strategies for doing that next!)

Customer Experience 94

Customer Experience Net Promoter Score Customer Journey Map CX 94

Intercom, Inc.

SEPTEMBER 9, 2022

Despite the work still being very much a balancing act between what’s possible and what’s feasible, things, it appears, are just starting to scale. In CX, neural networks will likely be used with more traditional machine learning methods to choose actions that provide the best interaction possible with the customer.

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

Fonolo

OCTOBER 26, 2022

Call center managers and leaders have some of the hardest jobs when it comes to agent engagement. Your first step to inspiring your agents at work is to recognize how difficult their jobs can be. . Show some compassion and be proactive to keep agents happy. If they’re motivated, your customers will likely feel satisfied.

Contact Center 142

Contact Center Education Start-ups Customer Satisfaction 142

Intercom, Inc.

AUGUST 28, 2020

Engaged teams are the backbone of a healthy organization. When you’re on a team that is highly engaged, the team is humming. The dynamic on the team seems to be one that just works. People may be more distant or closed off. Lesson 1: Know yourself. Lesson 2: Have a philosophy.

Engineering 222

Engineering Start-ups 222

Intercom, Inc.

JUNE 17, 2021

As vaccination efforts soar and lockdowns ease, people are slowly leaving home and getting back to the office. It’s been a while since, almost overnight, we had to pack our things and start working from home due to the COVID-19 pandemic. Dee: All very important work, Padraig. Can we still function in a busy office setting?

Start-ups 207

Start-ups Construction Gaming Engineering 207

Intercom, Inc.

APRIL 20, 2022

Designers at Intercom work in cross-functional teams that strive to consistently ship great products. People find it easier to navigate through menu items if they are composed of a combination of an icon and a short label. These fundamentals can be challenged and updated. Psychology is at the core of design.

Innovation 211

Innovation Machine Learning Engineering Start-ups 211

Fonolo

JANUARY 19, 2023

The cost of losing an employee is much higher than most people realize. Train, compensate, and engage your employees! Despite spending an average of 6-12 weeks training new call center employees, half of agents say the initial training needs to be more hands-on and engaging. The numbers are sobering. Bottom line?

Data Entry 155

Data Entry Contact Center Education Social Media 155

Beyond Philosophy

AUGUST 20, 2020

We discussed the findings of the interface of technology and human beings with Professor Shiri Melumad on a recent podcast. When using it, people have increased challenges in generating content. We Are More Emotional on Our Phones Than Computers. To me, this makes sense at an intuitive level.

Transportation 348

Transportation Technology Technology Social Media 348

Futurelab

DECEMBER 27, 2023

First, businesses started asking for actionable insights rather than just data: a new role that the researchers performed well, turning from number crunchers into consultative teams. And the need for faster customer action is growing as well. Knowing what the problem is and being able to do something with it are not the same tasks.

Customer Experience 157

Customer Experience CX Start-ups Actionable Insights 157

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. This example is illustrative for what happens to many companies that set out to be customer centric. Not being successful also has consequences for people.

Customer Experience 122

Customer Experience Government CX Customer Loyalty 122

Comm100

MARCH 25, 2024

Whether you’re planning a customer support chatbot for your website or building an engaging marketing bot for Messenger, being aware of the do’s and don’ts of bot planning and development will help ensure that your chatbot is effective, and that it meets customers’ expectations every time.

Start-ups 96

Start-ups AI Customer Expectations Social Media 96

ECXO

APRIL 18, 2024

He was a Customer Success Manager at a well-known company, “TechEase” A traditional company in the city that has been there for decades, working in the same way they have always worked. As the Chief Customer Officer, Jose worked tirelessly to instill a customer-centric culture in every corner of TechEase.

Customer Experience 101

Customer Experience Start-ups Customer Feedback Sales 101

Intercom, Inc.

JUNE 28, 2021

We’ve held on to this mantra over the course of a year filled with challenges – from our individual struggle to stay connected with loved ones and work remotely during a pandemic, to the larger societal challenge of navigating the violence and social change taking place across the world. For Pride this year, we made “remote” work for us.

Education 223

Education 223

Intercom, Inc.

APRIL 23, 2020

is a special four-part series on Inside Intercom exploring what that means for various facets of life and learning how people across many industries and countries are managing to persevere with the help of technology. Will working from home become a more regular occurrence as companies weigh the pros and cons of remote employees?

Healthcare 197

Healthcare Start-ups Sales Technology 197

Customer Service Life

FEBRUARY 29, 2024

In this article, I’ll share the key elements in effective one-on-one conversations that will help you truly invest in the quality, productivity and well-being of your contact center agents. How are the people and things in their lives that are most important to them? What do they love doing outside of work?

Contact Center 88

Contact Center Gaming Customer Service 88

Intercom, Inc.

MAY 16, 2022

When we want to discuss problems, imagine new ideas, and brainstorm solutions, it’s best to bring people together – whether in person or virtually. Collaboration comes in many flavors, from small informal working sessions and group critiques to full-blown workshops. Decide when and where it will be. Start with an overview.

Start-ups 245

Start-ups Gaming Technology Technology 245

Intercom, Inc.

JULY 29, 2020

Companies work to unlock the story of their brand , to tell the story of their target customers, use data to tell stories about their industry or provide further insights. They engage our imagination, they can inspire us to, they reveal morals and promote values. The notion of storytelling has pervaded the marketing world as of late.

Customer Relationship 271

Customer Relationship 271

Intercom, Inc.

MARCH 25, 2021

Over the course of her career, she has coached about 20,000 leaders, given 1,500 keynotes, and written four books, all with the goal of empowering businesses and leaders to unlock the benefits that come with being more customer-centric. What will your legacy be? Here are some of our favorite takeaways from the conversation: 1.

CX 181

CX Start-ups Business Growth Engineering 181

Intercom, Inc.

AUGUST 18, 2022

When you reach senior level on an engineering track, you’re expected to be optimal in your hard skill set. Where is the company going to be in five years? Having staff engineers as mentors allows more junior people to get clarity on which steps to take to reach those roles and you fast-track the process of creating engineering leaders.

Engineering 204

Engineering Start-ups Machine Learning Education 204

Intercom

NOVEMBER 16, 2023

A supportive, meaningful environment where people have purpose and a voice helps beyond employee engagement – for every 1% rise, you get almost a 0.5% AI tech can eliminate the more transactional aspects of support, empowering the agent to develop different skills and work on more engaging tasks. It’s all about balance.

Customer Satisfaction 101

Customer Satisfaction Start-ups Customer Service Finance 101

Intercom, Inc.

JUNE 7, 2022

The promise of live chat for sales teams is being able to connect faster with higher quality leads. But any target-focused sales professional will want to know: how well does live chat actually work? Not only are the leads coming in through live chat of higher quality, they’re also 82% more likely to convert.

Sales 245

Sales Start-ups Touchpoint B2B 245

Intercom, Inc.

MARCH 3, 2020

Show the right work? Instead of making you guess what we care about, we’ll just be open and tell you. Our experience has shown us that people perform best when they know what’s expected of them, so we think interviews should be a transparent, two-way evaluation. What we look for in your design work.

Engineering 290

Engineering Gaming 290

ECXO

AUGUST 15, 2023

You’ve probably heard of digital twins and may be wondering, what is a digital twin and is it applicable to marketing? As with most breakthrough concepts, the idea of digital twins has made it out of manufacturing and into marketing and customer engagement. But how will we use digital twins of a customer, you ask?

Manufacturing 98

Manufacturing Artificial Intelligence Machine Learning Legal 98

Intercom, Inc.

DECEMBER 20, 2022

 We’re not going to lie, 2022 was a challenging, nerve-racking, gripping beast of a year, but here we are at the end of it – and there’s plenty to be thankful for. And how could people learn from it? And so, when you hear from some of your best people you’re moving slower than you used to, that’s not good news.

Engineering 118

Engineering Start-ups Voice of the Customer Machine Learning 118

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. To be customer-centric, be employee-centric first.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Beyond Philosophy

JANUARY 11, 2024

It’s habitual, and breaking it would be difficult for anyone. Now, it will be automatic. Rule #1: Identify that habit and loop people are in. You should be able to identify the cue, response, and reward people get from their habitual purchases. However, the cue is more elusive and might require more work.

Education 88

Education Customer Feedback Start-ups 88

SurveySensum

FEBRUARY 29, 2024

But the sad part is, that only 23% of employees feel truly engaged at work. And you know what engagement is tied to? Happy employees are more likely to give their all at work. They are left feeling unmotivated and less engaged which might result in employees switching to other companies. Well, it is!

Innovation 52

Innovation Customer Satisfaction Gaming Start-ups 52

Fonolo

FEBRUARY 7, 2023

A commitment to care for your personal well-being is above and beyond the customer service you might usually expect from a financial institution. To serve customers well, innovation and excellent customer service is a must. Hawaii State FCU is one of the Aloha State’s leading financial institutions.

Customer Service 140

Customer Service Innovation Customer Satisfaction Technology 140

Fonolo

AUGUST 24, 2021

A company’s work environment isn’t just about air conditioning, water cooler chats, and table tennis. Employees, especially call center agents, spend a significant portion of their lives at work. Your call center or contact center environment plays a big role in how engaged your agents are in their day-to-day work.

Contact Center 148

Contact Center Technology Technology Education 148

ECXO

FEBRUARY 26, 2024

However, I also realized that many are not sure how to develop intentional positive experiences with a clear understanding of how people react to stimuli and that in the end, it’s about making decisions. I’m about to introduce some compelling principles of behavioral science that can be used to shape customers’ decisions.

E-commerce 115

E-commerce Sales Social Media CX 115

Execs In The Know

APRIL 7, 2024

WFM gives us agents the ability to bring needs together to improve the customer experience, get the resources we need to do our job well, and achieve the best work-life balance possible. Say you walk into a 1:1 and your manager mentions they’d like for you to work on your first response time to ensure customers receive prompt replies.

Scorecard 52

Scorecard Start-ups Education Customer Experience 52

Fonolo

AUGUST 19, 2021

It also results in reduced efficiency at work, which in turn affects a company’s customer satisfaction and profits. Together, that’s a shocking majority of people feeling burnt out. How to Foster Agent Engagement in a Hybrid Contact Center. Declining quality of work. Distanced attitude towards work. Work overload.

Contact Center 148

Contact Center Customer Satisfaction Technology Technology 148