Intercom, Inc.

APRIL 8, 2020

Therefore, it’s incumbent on us to make sure Intercom is stable and robust at this time, and that we keep shipping new features. “How do you try to maintain “business as usual” at a time when everything is seriously unusual?” How will this affect our productivity and our ability to keep core business activities going?

Engineering 223

Engineering Start-ups 223

Callminer

FEBRUARY 23, 2021

COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers. In 2017, Microsoft uncovered most people contact a company using three separate channels.” Technological Trends.

Technology 376

Technology Technology E-commerce Contact Center 376

VOZIQ

DECEMBER 22, 2023

Reston, VA,  December 21, 2023 : VOZIQ AI, a leading provider of Predictive Customer Intelligence Solutions for subscription-based recurring-revenue businesses, is pleased to announce its strategic partnership with AMP Smart to offer AI-enabled proactive customer loyalty solution aimed at maximizing Customer Lifetime Value (CLV).

AI 52

AI Customer Loyalty Artificial Intelligence Machine Learning 52

Callminer

JANUARY 18, 2021

Running a contact centre can be difficult, especially when your call centre operates in one geographic region while providing services to another. Read on to learn how your international contact centre can approach agent management optimisation, procedural improvements and more. Agent Management Tips for International Call Centres.

Contact Center 226

Contact Center Mystery Shopping Customer Satisfaction AI 226

Intercom, Inc.

NOVEMBER 18, 2020

But while the “e” may be silent for customers – who understandably want a consistent, personalized shopping experience regardless of whether they’re buying online or in-store – it still rings out loud and clear for the businesses who need to ensure they have the right tools to deliver that unified, excellent experience across multiple channels.

Retail 239

Retail E-commerce Innovation Customer Expectations 239

Logicalware

FEBRUARY 29, 2024

With a growing number of businesses and consumers relying on its specialist services, it needed to find a new way of working to create a more agile and scalable contact centre.  Not only have agents been able to better manage the high volumes of calls, but also improve decision making and increase customer satisfaction.

Social Media 59

Social Media Customer Satisfaction Technology Technology 59

Intercom, Inc.

JULY 28, 2022

By the time he left to join Google Cloud as EMEA VP of Operations and Customer Growth, Salesforce had around 17 billion dollars in revenue and almost 50,000 employees. Sanj has plenty of experience scaling sales teams at growing businesses, and that’s precisely why, as of November of last year, he‘s overseeing EMEA sales at Intercom.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

VOZIQ

OCTOBER 17, 2023

Businesses are intricate, and so are the day-to-day operations critical to a company’s success. Our collection of articles for the m onth highlights the need for leaders to focus on Generative AI to mitigate risks amid ambiguous and volatile market scenarios and prepare for the f uture. Hope these are worth your time.

Customer Retention 52

Customer Retention AI Compliance Innovation 52

Intercom, Inc.

OCTOBER 9, 2019

The range of work we do as product managers is so broad that we inevitably end up finding inspiration from all sorts of sources, whether it’s books on business strategy or essays on design. Thinking, fast and slow, in product management. What, you might wonder, does this have to do with product management?

Entertainment 201

Entertainment Start-ups 201

ClearAction

AUGUST 19, 2020

These differences among customer experience indexes are pivotal to shaping mindsets and driving behaviors and business results. You should never use indexes and metrics blindly. Like any business decision, it’s always best to step back and consider what makes the most sense (a) for your customers and (b) for your managers.

Customer Experience 174

Customer Experience CX NPS Sales 174

Execs In The Know

FEBRUARY 29, 2024

Chances are, your organization is feeling the pressure to keep pace, while taking part in an intricate balancing act between efficiency (how can I reduce the cost of my operations) and experience (how can I improve customer satisfaction and loyalty). And without it, your business may face one or more of the following unintended consequences.

CX Transformation 99

CX Transformation CX VOE AI 99

Fonolo

DECEMBER 15, 2020

COVID-19 reminded us that bad stuff happens quite regularly. Businesses and contact centers that create resiliency can anticipate, react, and recover faster and more comprehensively than those that don’t. Every business is different, but we can use these principles to find the areas of our business that need addressing.

Contact Center 147

Contact Center Omnichannel Engineering Technology 147

Lightico

NOVEMBER 13, 2023

The impact of the recession is reverberating through the lending sector, significantly influencing how auto lenders manage deferments or payment due date changes together with the broader dynamics of their operations. Consequently, this can result in fewer borrowers qualifying for auto loans and having limited options for refinancing.

Finance 52

Finance Government Customer Satisfaction Legal 52

Hodusoft

FEBRUARY 8, 2024

A Comprehensive Guide to Coordinating and Unifying Channels & Devices in the MSP Industry Today, more and more enterprises are investing money in Managed Service Providers (MSPs) than ever before. But now, larger and well-established businesses are using the specialized services of MSPs. Read on and thank us later.

Contact Center 52

Contact Center Social Media Innovation Government 52

Logicalware

AUGUST 12, 2021

GC Business Finance is an alternative finance provider that specialises in start-up loans for entrepreneurs. GC Business Finance processes around 700 debit card payments every month. With no online e-commerce facility currently in place, all payments are managed over the phone. The compliance challenge. A secure solution.

Finance 97

Finance Compliance E-commerce Government 97

Comm100

APRIL 17, 2023

All healthcare organizations in the US need to comply with HIPAA, a law that protects patients’ personal data and safeguards their privacy. To communicate digitally with their patients, organizations must only use HIPAA compliant messaging software. protocol, depending on which browser version your client is using at the time.

Healthcare 52

Healthcare Compliance Legal Social Media 52

Callminer

NOVEMBER 9, 2020

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. Read through the tips below, and then tell us: How does your company prevent inbound call fraud?

Contact Center 345

Contact Center Engineering Scorecard Retail 345

Intercom, Inc.

JUNE 16, 2020

The rise of the subscription model challenges businesses to place equal emphasis on conversion and retention , or risk spending themselves into oblivion. At the forefront of this move, from what businesses want to what customers need, are support teams. Customers, too, expect more and will put their money where their values are.

Customer Loyalty 237

Customer Loyalty Social Media Gaming Customer Relationship 237

Hodusoft

OCTOBER 4, 2023

Managing the cost per call is a paramount challenge for contemporary businesses across various industries. That’s why contemporary businesses must be proactive in exploring strategies and solutions to optimize their communication expenditures. Read on and thank us later.

Compliance 105

Compliance Omnichannel Real Estate Legal 105

Fonolo

NOVEMBER 10, 2020

. “COVID-19 brought about a “perfect storm” that forced businesses to rethink their entire approach to their contact centers. Contact centers that have been hesitating on technology upgrades for years transformed their operations in a matter of weeks because it was a matter of survival. ” — Flavio Martins , Snr.

Contact Center 135

Contact Center CX Technology Technology 135

Intercom, Inc.

NOVEMBER 17, 2020

It’s how we weigh up our options and choose to allocate the resources available to us at any given time, and it frees us to spend time on the important things. But what happens when those choices start to catch up with us? Rather than asking “What do we do to get us back on track?”, Sharding our data.

Engineering 151

Engineering Start-ups Construction Technology 151

Fonolo

AUGUST 13, 2020

Yet, our industry largely operates on the assumption that unexpected spikes in demand and chaotic call surges are unavoidable. Be prepared for public response to any new campaigns or announcements from your business. What do you risk by normalizing call center overwhelm? Have we piqued your interest? Promotional periods.

Contact Center 148

Contact Center Omnichannel Touchpoint Social Media 148

Transcosmos

SEPTEMBER 29, 2020

Did you know that 51% of companies have no business continuity plan to deal with a global pandemic, according to a survey conducted by Mercer in February 2020? These are some of the reasons why Transcosmos has a Business Continuity Plan in place. Business Continuity Plans are extremely important for the protection of our businesses.

Business Operations 52

Business Operations Start-ups 52

Intercom, Inc.

OCTOBER 19, 2022

At Intercom, we believe trust is at the core of every relationship between a business and its customers. This is the fifth post in a content series exploring Intercom’s investment in supporting large businesses. This means we only use strong cipher suites and have features such as HSTS and Perfect Forward Secrecy fully enabled.

Compliance 138

Compliance Legal Government Engineering 138

Intercom, Inc.

JULY 24, 2019

Here are just a few based on our own experience: It allows our sales team to predict with a fair degree of accuracy which deals will close, and how much revenue will flow into the business as a result. Good sales forecasting requires active pipeline management. How sales forecasting influences growth.

Sales 181

Sales Start-ups CRM Legal 181

Fonolo

JULY 7, 2020

While this situation is far from ideal, it has definitely highlighted some key learnings for businesses on how to handle crisis situations, as well as the important role that call centers play in these scenarios. Business professionals, take note! Clear messaging is essential to crisis management. Not sure where to start?

Healthcare 112

Healthcare Technology Technology 112

Comm100

MAY 16, 2023

Cyber espionage is a growing challenge as the information extracted from these attacks can be used for financial and political leverage. Lack of coherent security strategy Compared to the high level of risks involved, colleges and universities rarely implement a coherent security strategy across departments.

Education 79

Education Engineering Compliance 79

Intercom, Inc.

MAY 13, 2021

Enterprise customers have specific demands, and you need to evolve your business to meet them in order to drive customer adoption, manage deep partnerships, and mitigate the risks along the way. These evolving demands from enterprise customers bring with them different skillsets customer success managers need to hone.

Sales 177

Sales Start-ups Technology Technology 177

Logicalware

AUGUST 26, 2022

Tanya Gray, Head of Customer Operations at Moat Housing recalls a striking example: “We had a customer on a particularly busy day that waited 55 minutes for somebody to take a payment. They knew they could use the portal but preferred to wait for somebody who could confirm that payment was received.”.

Start-ups 97

Start-ups AI Technology Technology 97

Intercom, Inc.

AUGUST 10, 2020

As lockdown restrictions continue to ease and businesses reopen, the world sits on tenterhooks awaiting a second wave of the pandemic that it hopes will never come. The day before businesses reopened, all hell broke loose. A race against time. New Zealand’s central hub for COVID-19 queries.

Government 197

Government Legal 197

Fonolo

FEBRUARY 9, 2023

And for many call center managers, maintaining these service levels is a top priority. It’s not enough to blindly rely on the 80/20 rule, but many businesses are doing just that! Rockwell, which got out of the call center business in 2004, was one of the pioneers of the technology. What is the Purpose of Service Levels?

Net Promoter Score 142

Net Promoter Score Contact Center Compliance Customer Satisfaction 142

Intercom, Inc.

JUNE 9, 2020

The past few weeks have shown us how important it is for all of us to deeply empathize with those around us. These are all key components of a business resilience strategy, one that bolsters up a business that’s faced with challenges and sets it up for growth long-term. In March, McKinsey & Co.

B2B 197

B2B E-commerce Legal Customer Retention 197

Intercom

MARCH 4, 2024

Please tell us a little bit about your company and what you do there. As the Head of Customer Experience, my role encompasses overseeing customer interactions, as well as managing our fraud and risk operations programs. Describe the essence of great customer service using only three words. My business survived.” “You

AI 52

AI Touchpoint Customer Service Innovation 52

Zendesk

AUGUST 3, 2022

But with more people doing their business and their banking online than ever before, it is challenging for fintechs to differentiate their offerings from traditional financial service providers who have online offerings as well. Beyond tracking tickets, [Zendesk] is providing us with data and analytics so we can provide exceptional service.”.

CX 98

CX Omnichannel Start-ups Customer Service 98

Intercom, Inc.

NOVEMBER 17, 2022

When there’s no outside capital flowing in to help you grow quickly, you need to be scrappy, ruthless in your priorities, and, let’s be frank, have a high risk tolerance and unwavering perseverance to pick yourself up back up again, and again, and again. So what was it like when you came to the US? And the rest is history.

Start-ups 118

Start-ups Gaming Sales Engineering 118

Zendesk

MAY 9, 2023

Advances in technology, combined with new and ongoing business challenges, put us all under pressure to continue to evolve, improve, and do more for our customers. Businesses will anticipate and efficiently respond to customer needs to build strong relationships and drive profitable growth.

AI 97

AI CX Sentiment Analysis Artificial Intelligence 97

CSAT.AI

JULY 13, 2022

Here are some aspirational customer experience quotes from the pros on practices to aim your business for the stars. If your brand is used in a sentence to position it as the brand that others should emulate, then you are operating at a Trademark level of service.” – Shep Hyken When Your Company Becomes a Verb , Hyken blog .

Customer Experience 93

Customer Experience CXM Contact Center Innovation 93