Sun.Aug 26, 2018

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John McCain Was Role Model For Year Of Humanity

Experience Matters

Yesterday, with the passing of U.S. Senator John McCain, the world lost a true statesman. Even if you disagree with some of his political positions, it’s hard not to admire the way he led his life. He dedicated his adulthood to service, always looking for ways to collaborate—even with members of the opposite party. Here are a few of his quotes that capture the essence of this perspective: In the real world, as lived and experienced by real people, the demand for human rights and dignity, t

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Focus on critical Voice of Customer issues – do more with less

Thematic

How do you focus on just the critical issues when you’re analyzing VOC insights? Here, we look at the Pareto principle. This is part 4 of our blog series from our webinar “5 practical ways to influence managers for Voice of Customer (VOC) success”, by myself and Dr. Alyona Medelyan. . Check out the very first post here, the second post here and the third post here.

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What to Call Your Customer Service and Support Teams

Help Scout

Did you know that people called Dennis are statistically more likely to be a dentist, and a Tex more likely to move to Texas? In my local area you can visit Dr. Hart, a fellow of the American College of Chest Physicians. The theory of nominative determinism says people have a tendency to move toward things that resemble their names. In customer support and service, the role titles and team names in use range from straightforward to almost incomprehensible.

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Sales Acceleration Platform – AI Playbooks based

InboxAI

Many companies along the sales stack are classifying their solution as sales acceleration platform. Starting from Salesforce that is the de-facto system of records, through companies like Outreach and Salesloft that accelerate lead generation done by SDRs (Sales Development Reps) and companies like Chorus and Gong that extract actionable insights from phone conversations done mainly by AEs (Account Executives).

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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The Living Customer Service Queue

Help Scout

For support staff, the queue is more than just a list of customers needing help. It’s an actor in it’s own right, a presence that can dominate a work day, tear plans apart, and even provide a wonderful surprise from time to time. I asked customer service professionals to describe what their support queues would be if they were alive. Then I took those descriptions to three illustrators — two of whom are full-time support professionals themselves — and had them create the excellent works below.