CustomerSuccessBox
JUNE 7, 2021
Acquiring your customers is just a first step in the fruitful partnership process and retaining them is the next big thing and for that matter, it becomes extremely crucial to reduce the churn for any SaaS Business. Of course, churn is inevitable, but the better we analyze and measure churn, the better we will be at reducing the churn. So, how many ways can we actually measure churn?
Gainsight
JUNE 9, 2021
We’ve watched A LOT of streaming TV this past year. Mostly for work, of course. I mean, how else were we supposed to “research” the many parody videos we had to create for Pulse Everywhere? And how else was yours truly supposed to study my personal CEO coach, the one and only “World’s Best Boss,” Michael Scott: Here at Gainsight, we have no shame admitting that we’re total nerds about Customer Success and Product Experience.
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Call Experts
JUNE 10, 2021
Customer expectations are not uniform, nor are customer experiences. . To build an ideal experience, you want to think about various characteristics, like social expectations, how they met your company, and which channel they choose to communicate with your company. . Whatever shape or size of the expectations, it is essential to think through your experience to manage expectations.
Customer Bliss
JUNE 9, 2021
“The best way to learn if you can trust somebody is to trust them.”. – Ernest Hemingway. Companies that practice what I call “ leadership bravery ” are choosing to reverse the trend on business practices that have defined their industries. Through leadership guidance and company actions, they are establishing more balanced relationships, where both sides win.
Speaker: Becky Parisotto
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Experience Investigators by 360Connext
JUNE 8, 2021
Human behavior is notoriously difficult to predict. Sophisticated modeling and massive data analysis can help, but these are typically based on past behavior. Past behavior might be helpful for predicting future successes, but what if the context or the entire environment changes from the past to the future? In one study by Concentric , 99% of leaders reported doing some kind of forecasting.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Uniphore
JUNE 10, 2021
We’ve learned a lot during the past 12 months: what restaurants deliver, what six feet actually looks like, what makes up a “home office.” We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game.
TechSee
JUNE 10, 2021
It’s no secret that truck rolls are a necessary evil for the service industry. Yes, they cost a lot. Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. Sure, they divert your workforce from more strategic tasks. . But even though a large proportion of truck rolls are non-value-added activities and a tremendous waste of resources, these dispatches remain a fact of life for service organizations.
Steve DiGioia
JUNE 10, 2021
The other day I got a voicemail message from someone who sounded like they had a mouth full of marbles. I couldn’t understand most of what she said, and she spoke so quickly that each word just bled into the next. I even played the message back hoping to catch what I missed the first time. No difference. A question for you salespeople…. Why waste your time making a phone call and then expect someone to call you back when we can’t even understand what you are saying?
GetFeedback
JUNE 8, 2021
SurveyMonkey (SVMK inc.), the maker of GetFeedback, is now Momentive.
Speaker: Carolyn Clark and Miriam Connaughton
The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.
Uniphore
JUNE 9, 2021
Out with the old, in with the new! With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. In the contact center, the leading driver of improvements has been automation. In fact, 65 percent of executives in a 2020 survey cited automation as a catalyst for modernizing legacy business practices.
NICE inContact
JUNE 6, 2021
Like everyone else, contact center BPOs (business process outsourcers) are emerging from more than a year of drastic and unforeseen upheaval. How have BPOs weathered this challenging period? How are they navigating this still-changing landscape and a “new normal?” And, what does the future look like in the world of BPOs?
ShepHyken
JUNE 9, 2021
Everybody has angry customers. Some customers are angry because they have a complaint. Some are just having a bad day. Whatever the reason, you must know how to handle angry customers. In our customer service training workshops , we provide a number of tactics to manage these difficult customer situations. Before I get into the specifics, remember that when angry customers have their problems managed appropriately, they can become your best customers.
Alida
JUNE 7, 2021
The COVID-19 pandemic has led to dramatic shifts in consumer behavior. Safety and convenience have become more important than ever before as consumers have rapidly adopted new omnichannel and digital-first shopping habits. As retailers scramble to effectively serve customers through a variety of channels, the digital commerce experience has become a common denominator.
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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.
Uniphore
JUNE 10, 2021
3 Ways Call Center Coaching is Leading to Customer Churn. And How to Fix it With Agent Assist. It’s no secret that better coaching creates more effective agents and better overall customer interactions. Why then do so many call centers struggle to convert coaching into real, measurable results? The problem comes down to a lack of coaching quality and on-the-floor facetime.
NICE inContact
JUNE 9, 2021
By now, contact center leaders are well aware of the impact great CX has on customer loyalty. Providing satisfying customer service experiences can build strong relationships that lead to lower churn and can turn happy customers into brand advocates. Taking care of customers is as important as ever these days because their expectations are increasing, and loyalty can be fleeting.
ShepHyken
JUNE 11, 2021
This week we feature an article by John O’Leary, a speaker, coach, and best-selling author. He shares an excerpt from his #1 bestselling book In Awe. Scott worked at the valet stand. . When he saw [me] this nine-year-old kid wrapped with bandages, eyes reddened from the physical therapy session he’d just endured, Velcro-strapped into a wheelchair, waiting for a ride home, he must have recognized that this kid needed some extra attention. .
Help Scout
JUNE 8, 2021
Artificial intelligence (AI) shows incredible promise in 2021, but the experience of interacting with an AI chatbot is more like talking to a distracted toddler than it is to Tony Stark’s Jarvis. Still, using AI chatbots for customer service makes plenty of sense. Perhaps you’ve read about recent AI breakthroughs, seen a compelling demo, or heard that your competition is installing an AI system.
Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.
Uniphore
JUNE 7, 2021
Sometimes, the key to success isn’t having all the answers, but asking the right questions. One of the most hyped new trends in the contact center is agent assist software. With increased interaction complexity and the adoption of work from home processes, agents have a lot on their plates right now. An agent assist solution could make a world of difference — improving agent performance and preventing burnout.
NICE inContact
JUNE 8, 2021
Contact centers are at the heart of a company’s relationship with its customers. In no other business function do you see the exchange of ideas and feedback that happens between agents and customers during support interactions. This conversational information, plus a wealth of operational statistics, make contact centers a treasure trove of customer data.
ShepHyken
JUNE 7, 2021
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. (Experience Investigators) Customer interviews can highlight issues in emotional ways.
Comm100
JUNE 8, 2021
As a small business, it can seem difficult or even impossible to reach the same level of customer service & support as bigger brands. Organizations with greater resources are recognizing the impact of customer service on the bottom line, and so are investing heavily into it. 24/7 support is becoming commonplace among these well-resourced teams. Automation is too, passing off routine and repetitive tasks to technology like chatbots so agents have more time to spend on complex or high-value ta
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Eptica
JUNE 7, 2021
Date: Friday, June 4, 2021 Author: Pauline Ashenden - Demand Generation Manager Successfully managing the shift to hybrid working. Published on: June 04, 2021. Author: Pauline Ashenden - Demand Generation Manager The switch to hybrid/blended working provides contact centres with opportunities to become more flexible and efficient while accessing a greater pool of talent.
Beyond Philosophy
JUNE 11, 2021
I downgraded one of my online subscriptions recently. I noticed in the process that not only did the platform tell me about all the features and benefits I would lose access to by downgrading, but they put it in red typeface AND had me check off a box for each item I was losing. I couldn’t help but think what a great example this experience was for using Loss Aversion to get customers to do what you want.
Help Scout
JUNE 10, 2021
Anyone who’s worked in customer support knows it’s best played as a team sport. Strong individual contributors matter, but the real magic happens when working together. In order to create an environment conducive to collaboration, you need the right tools — and one of the most important is a team inbox. What is a team inbox? A team inbox is a shared mailbox where multiple agents can manage and collaborate on customer conversations from a single email address (support@, help@, etc.).
Comm100
JUNE 8, 2021
As a small business, it can seem difficult or even impossible to reach the same level of customer service & support as bigger brands. Organizations with greater resources are recognizing the impact of customer service on the bottom line, and so are investing heavily into it. 24/7 support is becoming commonplace among these well-resourced teams. Automation is too, passing off routine and repetitive tasks to technology like chatbots so agents have more time to spend on complex or high-value ta
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
Totango
JUNE 8, 2021
During the live presentation of the Technology & Services Industry Association (TSIA) Interact webinar “Mastering Scale with Digital Customer Journeys”, Totango CCO and COO Jamie Bertasi, Trustpilot Senior Global Director of Customer Marketing Taylor Cunningham, and Monster Senior Director of Customer Success and Client Adoption Karla Russel answered several questions from attendees.
dscout People Nerds
JUNE 10, 2021
When testing content, usability often identifies the problem—without giving you much direction on how to fix it. Try a cloze test, recall-based test, or highlighter test instead. .
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