Hodusoft

FEBRUARY 16, 2022

Striking a balance between protecting employees from the pandemic and continuity of business is still a major concern for most businesses in 2022. Though many employees continue to work from home, both organizations and employees are exploring the ‘hybrid work model’ for striking the balance.

Contact Center 98

Contact Center Social Media Omnichannel CRM 98

Intercom, Inc.

DECEMBER 21, 2021

“We have accelerated through many years of progress as if we’re living in a time-lapse” Business is increasingly conducted online, and customer communications are undergoing a massive transformation as customer expectations change. . We hit a huge milestone as our ARR grew well past $200M. Zara Burke , Lead Editor.

Innovation 196

Innovation Engineering Entertainment Start-ups 196

Intercom, Inc.

NOVEMBER 24, 2020

Chris Jewitt is a Customer Success Manager at Klaus , the conversation review tool designed to help modern support teams measure and maintain the quality and consistency of their customer conversations. Reframing customer support.

NPS 118

NPS Technology Technology Customer Feedback 118

Intercom, Inc.

APRIL 14, 2020

“A team takes its tone from its leader,” says our Global Director of Customer Support Kaitlin Pettersen. Your support team is likely experiencing an array of unprecedented stressors right now, like tackling high conversation volumes, resolving stressed-out customers’ issues, and abruptly transitioning to working remotely.

Customer Loyalty 223

Customer Loyalty Healthcare Customer Experience Sales 223

CSAT.AI

JUNE 29, 2022

As a leader, ask yourself if any of the following reasons are preventing you from giving feedback: underestimating the desirability of feedback discomfort in giving feedback fear of negative reception. Striking the right balance for your company is key. People want feedback more than they actually give it.

Contact Center 81

Contact Center Construction AI NPS 81

Intercom

SEPTEMBER 8, 2021

For so many years, customer support was seen as a cost center – the first port of call for customer complaints. Customers’ expectations of support are also changing dramatically as the support landscape continues to evolve. Traditionally, businesses would have adopted a reactive approach to supporting their customers.

E-commerce 118

E-commerce Customer Satisfaction Start-ups Customer Expectations 118

Customer Service Life

JUNE 3, 2019

Neither metric is mutually exclusive, requiring the right balance between the two to achieve the positive results you’re looking for in your contact center. In cases where quality and productivity are out of balance, negative consequences are likely to follow. Probably not great, right? Measuring Productivity.

Contact Center 63

Contact Center Net Promoter Score Scorecard Social Media 63

DMG Consulting

MARCH 11, 2022

2022: The Year Dedicated to Improving the Customer Experience. In this year’s survey, DMG identified the direction organizations are taking and enhancements they are planning to make to improve their overall customer experience (CX) and performance of their contact centers. 2022 Top Contact Center Priorities/Goals. See Figure 1.

Contact Center 71

Contact Center Customer Experience Artificial Intelligence Text Analytics 71

Execs In The Know

MAY 22, 2023

The customer experience (CX) industry is a competitive and ever-evolving space, and many organizations struggle to stay ahead of the curve. Introducing the Agent-Focused Employee Experience As CX leaders, we have the power to foster an environment where every individual feels valued, inspired, and excited to contribute their unique talents.

CX 64

CX Technology Technology Construction 64

The Customer Service Blog

JUNE 23, 2022

Already we are seeing cracks in service provision in the travel sector as skills shortages and strikes bite hard. Is it any wonder that added stress and anxiety are on the rise, and a growing number of customers are reporting a deterioration in personal wellbeing? It also requires a sense of empathy, tact and consideration.

Customer Service 52

Customer Service Customer Experience 52

Execs In The Know

MARCH 13, 2023

Customers now demand personalized and targeted digital experiences that cater to their specific needs and preferences. In the competitive digital market, companies that satisfy and surpass customer expectations have a higher chance of succeeding, whereas those that fail to do so are at risk of losing their customers and market share.

CX 52

CX Hospitality Hospitality Government 52

ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. Business customers care about what your brand stands for. Business customers care about what your brand stands for. Where B2C goes, B2B follows. But, the distinction between the two is fading.

B2B 122

B2B Innovation CX Education 122

Fonolo

JANUARY 13, 2022

They’re also responsible for managing agent performance , keeping track of company KPIs and metrics, maintaining customer service strategies, managing budgets, and monitoring the latest trends in the contact center. How do such massive call centers keep track of KPIs and standardize their customer experiences? Act on data.

Contact Center 81

Contact Center Construction Customer Satisfaction Start-ups 81

Intercom, Inc.

MARCH 25, 2021

This question has been shaping customer experience expert Jeanne Bliss ’s career for as long as she remembers. Jeanne is one of the leading voices on customer-centric leadership. In fact, she wrote her first book, Chief Customer Officer , long before that type of role was even widely known. What will your legacy be? The lesson?

CX 181

CX Start-ups Business Growth Engineering 181

Execs In The Know

MAY 26, 2021

May 26, 2021 — Global customer experience (CX) industry leader Execs In The Know (EITK) is pleased to announce details about their upcoming Enabling Work-From-Home Briefing — a CX-geared virtual event developed exclusively for CX leaders at end-user corporate brands. SCOTTSDALE, Ariz.,

Innovation 52

Innovation CX Engineering Business Growth 52

Zendesk

OCTOBER 9, 2023

According to the Zendesk Customer Experience Trends Report 2023 , 73 percent of consumers expect more interactions with AI in their daily lives and believe it will improve customer service quality. Like Spider-Man uses his spidey senses for good, businesses can use AI to improve their customer experience.

AI 52

AI CX Artificial Intelligence Technology 52

Lightico

SEPTEMBER 30, 2021

Many large banks set target dates earlier this month right after Labor Day, with others aiming for return-to-office by Monday October 4. . How can they strike the right balance in a way that ensures employee productivity and loyalty, while setting up their human resource planning for success now and well after the pandemic subsides?

Contact Center 52

Contact Center Innovation 52

Fonolo

MARCH 4, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. This is their story.

Customer Service 122

Customer Service Contact Center Net Promoter Score NPS 122

Fonolo

NOVEMBER 17, 2020

We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. Increasing Empathy.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Zendesk

JUNE 2, 2021

According to the Zendesk CX Trends 2021 report , 75% of company leaders surveyed agreed that the global pandemic accelerated the acquisition of new technologies. Customers are increasingly preferring live chat for customer service with 73% satisfaction levels as compared to 61% for email and 44% for phone.

AI 52

AI Social Media Start-ups Touchpoint 52

Fonolo

FEBRUARY 20, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. This is their story.

Customer Service 67

Customer Service Net Promoter Score Contact Center NPS 67

Intercom, Inc.

NOVEMBER 7, 2019

Creating a new product category also creates a plethora of challenges – from spotting the right market niche to convincing customers that yours is a service they need. Four years later, and as the company moves decidedly upmarket with their customer base, it’s adapting its sales cycles to cater for bigger clients.

Finance 162

Finance Engineering Sales B2C 162

Intercom

APRIL 27, 2021

Whether you’re new in your role or a stalwart of customer support, it can sometimes feel like you’re on a treadmill of simple, repetitive tasks and queries. So how can you turn the tide and get back to providing meaningful support for your customers? Customer expectations are at an all-time high.

Start-ups 59

Start-ups Customer Expectations Education Touchpoint 59

ClearAction

JULY 29, 2018

Customer Engagement is an Enterprise-wide Imperative Lynn Hunsaker. Does customer engagement rely solely on Marketing, Sales, Success or Service strategies? When the CEO of Air New Zealand made the mindset shift replacing We Fly Planes with We Fly People 1 , the whole company began to focus on empowering customer engagement.

Finance 48

Finance Sports NPS Customer Retention 48

SurveySensum

JUNE 1, 2023

Retail businesses thrive on repeat customers. Therefore understanding these customers isn’t just helpful but essential. The NPS score of your business determines how loyal your customers are and how likely they are to recommend you to others. Higher NPS scores indicate you have more customers to promote your business.

NPS 52

NPS Retail Net Promoter Score Customer Loyalty 52

Qualtrics

FEBRUARY 12, 2019

With such a growth in the healthcare industry taking hold, getting the experience right for both customers and employees is tantamount. With such a growth in the healthcare industry taking hold, getting the experience right for both customers and employees is tantamount.

Net Promoter Score 30

Net Promoter Score Healthcare NPS Technology 30

Help Scout

AUGUST 8, 2018

When you’ve grown to love a product or a service, learning you need to shell out more money to maintain the status quo can be a bummer. When your company has decided to raise its prices, there are some clear do’s and don’ts that can ensure you’re putting customers first every step of the way.

Invoicing 40

Invoicing E-commerce Start-ups Engineering 40

Comm100

NOVEMBER 27, 2017

It takes a great deal of maturity to put a relationship or another person before our need to be right.”. Still, customers don’t respond to a non-apology the same way they do a sincere one. From Papa John’s NFL apology to Louis C.K.’s But why is that? The Psychology of the Apology. So, what can we learn from the apologies of the past?

Social Media 120

Social Media Non-Profits Legal Manufacturing 120

CX Journey

JULY 14, 2016

So it seems like a natural next step to cover how to ensure you develop the right stuff to market in the first place. Do you both agree on the need for customer insight-guided design? Does Customer Insight have a role to play in guiding design of propositions your target customers will want, need, and actually use?

Non-Profits 35

Non-Profits Gambling Start-ups Finance 35

Intercom

JULY 28, 2021

Technology plays a critical role in providing customer support at scale. With the right automation underpinning your tech stack, your support team can be empowered to strike the right balance between personalized support and efficiency – something that’s no longer a “nice-to-have” when customer expectations are at an all-time high.

Customer Satisfaction 119

Customer Satisfaction Technology Technology Customer Expectations 119

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Intercom

JUNE 22, 2023

Recent developments in the field of AI have taken the world by storm, with huge implications for the customer service landscape. The result is The State of AI in Customer Service: 2023 report , where we dive into the top five trends transforming customer service. Short on time?

AI 59

AI Start-ups Technology Technology 59

Execs In The Know

JULY 6, 2021

Customer Response Summit (CRS) Coronado is fast approaching, scheduled to hit the shores of sunny California, September 15–17, 2021. A year on from the shift to WFH, and finding ways to motivate, engage, and inspire agents continues to be top of mind for program managers, supervisors, and leaders. Virtual Training and Coaching.

CX 98

CX Innovation Customer Feedback Customer Experience 98

Intercom, Inc.

MARCH 18, 2021

In previous episodes, we’ve talked about how customer feedback and cross-team collaboration play a crucial role in the features and updates we build here at Intercom. Or rather, two – conversation topics and custom reports. This week, we see how they tie together as we go behind the scenes into one major launch from the past month.

Start-ups 211

Start-ups Customer Feedback Actionable Insights Machine Learning 211

Fonolo

SEPTEMBER 14, 2023

In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover. We’ll look at customer service and professional growth goals for agents and discuss some specific goals for managers, too.

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

Intercom, Inc.

NOVEMBER 9, 2022

Few books have chronicled how innovation takes place – and how market leaders fail to seize it – as well as Clayton Christensen ’s seminal book The Innovator’s Dilemma. And that opens the space for newer, faster, agile startups to serve those neglected customers, gain traction, and challenge the bigger businesses.

Innovation 226

Innovation Start-ups Government Technology 226

Help Scout

JULY 27, 2021

For those working directly with clients and providing services, it can be an especially tough landscape to traverse. With real estate roles being so varied, good service looks different for everyone. If there’s one thing HGTV has taught us all, it’s this: Real estate is complicated. Building trust with clients.

Real Estate 83

Real Estate Customer Service Finance Start-ups 83