Sat.Jun 25, 2016 - Fri.Jul 01, 2016

The 3 Customer Service Skills of Brilliant Support Teams

Kayako

This is a guest post by Lindsay Willott, founder of Customer Thermometer. I recently read the unputdownable The Hard Thing About Hard Things by Ben Horowitz, famed founder of tech VC Andreessen Horowitz. In one chapter Ben describes how, during his time at Netscape, he became frustrated with his product managers.

Speech Analytics: Changing the Game for Contact Center Technology

NICE inContact

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. In the past, organizations have relied on humans (i.e., agents and employees) to listen and score calls and conduct this type of analysis. The highly manual nature of this process has meant the scope has been limited to small samples of overall call volume.

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15 Top Customer Service Training Courses for Your Agents (Half Are Free)

Comm100

Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customer service as a ‘true test’ of how much a company values them.” ” And customer service training is vital to maintaining excellent customer relations. But not every team has the resources or time to create their own training regime.

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Personal Brand Vetting – THEY are Listening

Michelli Experience

As I help business leaders deliver branded customer experiences, I often start with the premise that brands are nothing more than what people say about us when we’re not around. From there, I work with leaders to determine what they want to be known for and what they want to hear their customers say about them. For years companies have been trolling social media to see what customers post about brand experiences.

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How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

The 3 Customer Service Skills of Brilliant Support Teams

Kayako

This is a guest post by Lindsay Willott, founder of Customer Thermometer. I recently read the unputdownable The Hard Thing About Hard Things by Ben Horowitz, famed founder of tech VC Andreessen Horowitz. In one chapter Ben describes how, during his time at Netscape, he became frustrated with his product managers.

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Reflections of A Practitioner: CX Maturity, Customer Expectations and the Use of Predictive Analytics

MaritzCX

Following my four years leading the CX practice for, arguably, the best airline in the Americas, JetBlue, the transition to the “provider” side of things since last May has been very interesting. My experience has provided a unique perspective into the various levels of CX maturity in organizations across many different industries. It has also. View Article. General

How to get buy-in—and budget—for customer intelligence software

Vision Critical

Most companies today strive to become more customer-centric—it’s simply good business. They use customer feedback to make data-backed decisions, and rely on customer intelligence software like insight communities. At a recent Vision Critical meetup in New York City, three leading companies shared how they successfully introduced customer intelligence to their organization. The panel discussion explored the value of having authentic, timely and contextual customer feedback.

The 17-second customer experience strategy

Customer Bliss

I’ve been doing customer experience strategy and customer-facing, customers-as-growth-engines work for north of 30 years now. I’d never claim in reality that you can ‘hack’ the system in 17 seconds. The work is hard and demanding. I named my podcast The Chief Customer Officer Human Duct Tape Show for just that reason: in this work, you’re typically the ‘duct tape’ of your organization.

[eBook] The 2016 Contact Center Buyer’s Guide

BlueOcean

If you’ve landed on our website, chances are you’re somewhere in the buying cycle for contact center services. From customer service support and roadside assistance to tech support and more, we’ve built the expertise you need when you’re considering outsourcing your call center team.

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6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Reflections of A Practitioner: CX Maturity, Customer Expectations and the Use of Predictive Analytics

MaritzCX

Following my four years leading the CX practice for, arguably, the best airline in the Americas, JetBlue, the transition to the “provider” side of things since last May has been very interesting. My experience has provided a unique perspective into the various levels of CX maturity in organizations across many different industries. It has also. View Article

Visual storytelling to communicate insight: Data visualizations in Vision Critical’s customer intelligence platform

Vision Critical

Storytelling is the key to effectively communicating insight. A purposeful story creates impact in a way that data and spreadsheets alone can’t. A compelling narrative, paired with the right visuals, engages your stakeholders and helps people see your way of thinking, while making your story sharp, concise and convincing. The importance of storytelling and visuals informed the latest enhancement to Sparq, Vision Critical’s customer intelligence platform.

Customer Experience Lessons for Start-Ups, With Lesley Mottla- CB011

Customer Bliss

Episode Overview. Lesley Mottla was part of the senior leadership team that helped build Zipcar, a disruptive force in its industry. Now she has a customer experience leadership role at M.Gemi , where she’s trying to help disrupt the luxury shoe market. M.Gemi is a start-up and Zipcar was a start-up at the time, so we spend a good portion of this episode discussing customer experience lessons for start-up businesses.

The Top Trend to Change Our Industry in the Next Five Years

Calabrio

We think about analytics frequently at Calabrio. We think about how to improve the use of data, how best to implement analytics strategies, and how to make that data work in meaningful ways for businesses like yours. It’s not just because we’re data lovers (we are!), it’s because we know analytics is the key to unlocking what’s been so close yet so out of reach for so long—the voice of the customer.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Reflections of A Practitioner: CX Maturity, Customer Expectations and the Use of Predictive Analytics

MaritzCX

Following my four years leading the CX practice for, arguably, the best airline in the Americas, JetBlue, the transition to the “provider” side of things since last May has been very interesting. My experience has provided a unique perspective into the various levels of CX maturity in organizations across many different industries. It has also. View Article

Your Hotel SHOULD Sweat the Little Things

Steve DiGioia

have you forgotten the attention to detail? This original article was written by Steve DiGioia. A recent overnight hotel stay proved to me that just because one aspect of a business runs well doesn’t mean that all the others do too. Hotel franchisees must follow strict adherence to marketing, branding, RevPar, etc. all with the intent of satisfying the “flag standards” and providing the guests with a focused message of quality and service.

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Communicating What Matters Most!

Wired and Dangerous

In the last few months we have visited the CEO’s of two different companies. Both had executive offices that were interior decorated to communicate importance and prestige. Both offices were supported by an administrative assistant that could have written the book on great hosting. Both offices were on high floors and had superb panoramic views. Yet, there was one feature that made the two offices very different–what the CEO chose to display on the office wall.

OpinionLab supporting Midwestern tech scene growth

OpinionLab

At Opinionlab, we are proud to employ some of the best technology professionals in the Midwest. Attracting this sort of talent involves supporting the communities that form around the most exciting technologies — technologies that allow us to provide the very best in innovative products for our clients. As an example of this, OpinionLab recently hosted the Clojure Meetup in Chicago.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Exhilaration and Confusion: Stage 4 (Respond) of CXEvolution

MaritzCX

As CX programs mature, they become more central and integral to the companies that use them. MaritzCX’s Organizational CX Maturity Model, CXEvolution, has eight stages, as illustrated below. As they evolve through each of the eight stages, companies increase the integration of customer centricity into their operations and strategies. Today, I am going to talk. View Article. General

Validate Your Customers Decision to Do Business with You

ShepHyken

My effort to make the sale is validated when the customer chooses to do business with me. Then it is just as important, if not more so, for me to validate my customer’s choice to do business with me through what happens after the sale. I’ve been thinking about the concept of validation for a while. This is where the customers validate your efforts in persuading them to do business with you. Sometimes the pursuit of the customer may include meetings, proposals and various other tasks.

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11 Key Features to Look for in an IT Helpdesk

transcosmos Information Systems

An efficient IT helpdesk is a vital operations tool. When utilized properly, it can transform the way teams manage their daily tasks. If your company recently invested in a helpdesk software or is planning to upgrade its current system, here are some of the key features to consider. User-Friendly Interface. Remember, an IT helpdesk will also be used by non-technical members of the organization. Therefore, it doesn’t matter how advanced a helpdesk software is if users can’t adapt to them easily.

More shocking news about Airbnb!

Beyond Philosophy

Airbnb, the home sharing site that says you can “Belong Anywhere,” is suffering! They have now launched legal action against San Francisco over a new law that would require it to delist hosts who have not registered their living spaces. Furthermore, New York could ban Airbnb users hiring out apartments. Recently, though, Airbnb have also been caught up in a wave of claims that its independent hosts discriminate based on race.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

Exhilaration and Confusion: Stage 4 (Respond) of CXEvolution

MaritzCX

As CX programs mature, they become more central and integral to the companies that use them. MaritzCX’s Organizational CX Maturity Model, CXEvolution, has eight stages, as illustrated below. As they evolve through each of the eight stages, companies increase the integration of customer centricity into their operations and strategies. Today, I am going to talk. View Article

Guest Blog: Improve Company Culture By Listening to Your Employees

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. One of my favorite ideas in the article is when employers enable employees to take ownership of their jobs and any issues that may present themselves. As a business owner, “better” is always on the horizon, and you are responsible for finding the best vehicle to reach it.

Hiring, Developing, and Retaining Your Customer Success Team

natero

Customer Success as a profession has grown by leaps and bounds in just a few short years. Companies are no longer just exploring the idea of Customer Success, they are now making big investments and wrestling with the challenges of managing and nurturing Customer Success teams. In this article, we explore the skills and characteristics that define great Customer Success Managers (CSM), the best places to recruit CSM talent, and how to develop and retain your Customer Success team.

It’s Easy! How To Attract Customers.

Beyond Philosophy

We all know that internet consumers have the attention span of a flea. If something doesn’t immediately grab their interest, they’re likely to be off to the next website within seconds. This is a challenge for companies that depend on their websites to attract and engage customers. If customers don’t like what they see, they’ll click away before the company has a chance to sell itself.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.