CCNG

JULY 12, 2020

CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. COVID-19 for Contact Centers Member Response to COVID-19. COVID-19 Is Here. How Have You Adapted?

Contact Center 221

Contact Center CCNG Best practices Government 221

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. million customers. by GISuser.

Airlines 388

Airlines Customer Service Advertising Customer Experience 388

ShepHyken

DECEMBER 22, 2020

Delivering Amazing Customer Experiences Through Times of Crisis. certified CX professional and bestselling author. The ability to adapt is crucial. Show appreciation to your customers! Look for ways to adapt and translate the customer experience without sacrificing the quality of the experience.

Customer centricity 205

Customer centricity Customer Experience Customer Service Sales 205

ShepHyken

NOVEMBER 30, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Tips for Getting Executive Buy-in on Your Customer Experience Strategy by Phil Britt. My Comment: One of the common questions I’m asked is how to approach leadership to invest in customer service or CX.

Customer Service 211

Customer Service Construction B2C B2B 211

Beyond Philosophy

NOVEMBER 28, 2020

Some might say that retail is dead, another victim of COVID-19. The pandemic has hastened changes to physical and digital retail experiences and customer behavior. Still, organizations that recognize and anticipate the shift can adapt and benefit from the new business-as-usual. People also use body stimuli in thinking.

Consulting 195

Consulting Consulting Surveys Customer Experience 195

Beyond Philosophy

JANUARY 19, 2022

Dobrian Dobrev ( @DobrianDobrev ) is a User Experience Designer, a speaker at UX conferences, and author on UX Design and Information Architecture. In other words, their lives were in the metaverse, not the physical world. . AR enhances your physical world with a digital layer. A good example would be the Pokémon Go game.

Entertainment 222

Entertainment Real estate Technology Engineering 222

Beyond Philosophy

OCTOBER 10, 2020

Like the rest of the world, the Customer Experience world is changing. Customers have new expectations and are doing business in new ways. While we adapt to the world that COVID-19 presents, we change what we want as customers and how we think about our relationships with the entities we buy.

Consulting 171

Consulting Consulting Customer emotions Customer Experience 171

Upstream Works

JANUARY 26, 2021

2020 brought a lot of changes to organizations and contact centers all over the world. Meanwhile, customer expectations have also changed, forcing contact centers to adapt innovative technologies and prioritize digital transformation. New Drivers of CX Success. Meeting the new criteria of CX.

Contact Center 78

Contact Center Self service Technology Surveys 78

Beyond Philosophy

OCTOBER 7, 2021

To most companies, it invariably means “customers give us all their money.” So, today we’re going to talk about the five rules that will build customer loyalty. Having that kind of bond with your customers is fantastic for your business. However, customer loyalty necessitates thinking long term.

Airlines 434

Airlines Banking Accountability Customer centricity 434

Lumoa

AUGUST 23, 2021

Before we begin, we’d like to acknowledge the reality that COVID-19 is still an active pandemic. Although we refer to the “post-pandemic world” in this article, we understand that we’re still in the middle of it all — we just hope we can provide a little hope and guidance for the present and future reality of a post-COVID world.

Customer Experience 94

Customer Experience Analytics Surveys Customer retention 94

Beyond Philosophy

FEBRUARY 25, 2021

In 1998, Joe Pine (@joepine), co-founder of Strategic Horizons, LLP, wrote a book along with Jim Gilmore called The Experience Economy. He had a similar reaction and set me on the route of improving the Customer Experience , and the rest is history. When I read this book, I thought, “Bloody hell! This is it!”

Consulting 195

Consulting Consulting Personalization Management 195

Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Some might say it is because of COVID, but I don’t think so. . They had to adapt, quickly. However, that was a long time ago now.

Chief Customer Officer 195

Chief Customer Officer Contact Center CRM Call Center 195

ShepHyken

DECEMBER 25, 2020

H e talks about how the COVID-19 pandemic changed the customer experience and how business leaders responded. In a world where we are spoilt for choice, a custom made option is the only right option. Customer service executives across the globe agree that customizable solutions are truly the future.

Personalization 194

Personalization Banking Self service Technology 194

Talkdesk

DECEMBER 30, 2020

What I learned while leading a CX company during a global pandemic and what will happen next. As the severity of COVID-19 became clear, we knew we had the responsibility to keep our employees safe. As the severity of COVID-19 became clear, we knew we had the responsibility to keep our employees safe.

Contact Center 83

Contact Center contact center solutions Cloud contact Enterprise 83

CustomerSuccessBox

SEPTEMBER 7, 2021

The pandemic has taught us to expect the unexpected and adapt to survive. In fact, we were not given any warning or time to adapt. Million of companies around the world were forced to go into perpetual ”expect the unexpected” but have adapted to the unprecedented change and how beautifully they’ve done. via GIPHY. #1

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

Talkdesk

OCTOBER 14, 2020

For example, less than 11% of people with federal student debt are repaying their loans during COVID-19. For example, less than 11% of people with federal student debt are repaying their loans during COVID-19. The bar is consistently rising for a truly seamless omnichannel borrower experience. .

Banking 105

Banking Finance APIs Healthcare 105

Eptica

APRIL 15, 2020

Date: Wednesday, April 15, 2020 Author: Taoufik Massoussi - Product Manager & Head of AI The importance of listening to customers during COVID-19. Author: Taoufik Massoussi - Product Manager & Head of AI We are clearly going through an unprecedented time of change due to the COVID-19 pandemic, which is disrupting all of our lives.

Surveys 95

Surveys Best practices Analytics Feedback 95

Talkdesk

JUNE 1, 2020

Many customer experience (CX) initiatives have been postponed in favor of smoothing our teams’ transition to their new working environment, adapting to our customers’ evolving needs, and promoting health and safety above all else. We’ll refer to this as the CX Reframe.

Contact Center 78

Contact Center Customer Experience Management 78

Anexa BPO

NOVEMBER 13, 2022

As the world continues to navigate the challenges brought on by the COVID-19 pandemic, it is clear that the way we think about work has undergone a significant shift. However, leaders reported a different experience, with 39% feeling that productivity had declined since the adoption of hybrid work models.

outsourcing 52

outsourcing Surveys Personalization Customer Service 52

inmoment

JUNE 29, 2020

We live in unprecedented times—COVID-19 has thrown a lot of the old world’s rules out and left brands wondering how to best serve customers as a viral disease rages the world over. This action let customers know loud and clear that brands they cared about were reciprocating that emotional investment.

Best practices 75

Best practices Customer Experience Customer Service 75

Hero Digital

APRIL 8, 2020

COVID-19 is resetting what people value. It turned out to be the best car leasing experience I have ever had, and one I will repeat. Why would anyone go back to buying a car “the old way” when they could have this type of experience all the time? Digital experiences. Will your business be ready for the new reality?

Banking 104

Banking B2C Healthcare B2B 104

bold360 Blog

APRIL 12, 2021

To uncover how COVID-19 has transformed how customers and companies interact for the long term, we went straight to the frontlines. How is customer engagement changing in the new normal? As self-service tools improve, customer adoption is rising. . Today, customer tolerance for inconvenience is almost non-existent.

Multichannel 52

Multichannel Self service Chatbots Sales 52

Talkdesk

MAY 1, 2020

The COVID-19 pandemic has resulted in numerous changes and challenges for our world, personally and professionally. Continually adapt your CX: What worked a few weeks ago may not work for the next phase of our social distancing experience. It’s completely free and reflects the speed of the CX industry’s priorities.

Best practices 55

Best practices Surveys Feedback Customer Experience 55

Eptica

APRIL 30, 2020

Date: Thursday, April 30, 2020 Author: Pauline Ashenden - Demand Generation Manager Caring for your customers during COVID-19. Essentially, businesses that show that they are supporting their customers - especially the most vulnerable - will be best placed to recover when the pandemic eases. Published on: April 30, 2020.

Self service 74

Self service Best practices Morale Banking 74

Uniphore

JUNE 10, 2021

When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. Along the way, we learned a lot about the obstacles customers and agents face today. We gathered these insights from 12 months of webinars and roundtable discussions with our customers.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

Liveops

MARCH 11, 2021

Forrester recently announced that remote work will rise to three times pre-COVID levels. Many enterprises managed to work through the logistics of having a remote team, and as they adapt to a more remote environment moving forward, unique challenges persist. Give your agents time to adapt. Watch the full webinar here. .

Gamification 118

Gamification Enterprise Contact Center Contact center software 118

bold360 Blog

MARCH 16, 2021

The last 12 months have transformed how customers and companies interact. Due to the pandemic, we’ve witnessed dramatic, rapid shifts in customer engagement, with customers and businesses alike moving to digital-first approaches and working (and doing nearly everything else) from home. . Bold360 helped them do that. .

Management 52

Management Self service Finance Call Center 52

Comm100

SEPTEMBER 13, 2021

However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. With the benefits made clear for all to see, and customer expectations risen, customer service operations can no longer afford to ignore digital transformation.

Customer Service 86

Customer Service Construction Technology Benchmark 86

DMG Consulting

JANUARY 10, 2022

Everyone is talking about the Great Resignation, but it might be more accurate to refer to this evolving period as a workplace renaissance, as the changes that are occurring are a catalyst for improvements (or an awakening) in the working world. Contact Center Workplaces Are in the Midst of a Renaissance.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

inmoment

JUNE 4, 2020

We’ve spent quite a lot of time discussing how brands can survive during the COVID-19 pandemic, but as shops reopen and governments begin lifting quarantine measures, it’s time to start talking about how businesses can thrive after this crisis. What follows are a few ideas for achieving exactly that: Listening to Customers.

Government 52

Government Feedback Surveys Personalization 52

OctopusTech

APRIL 9, 2020

Businesses across the world have come to a standstill due to the spread of the deadly Coronavirus. The customer support industry is facing a lot of challenges in these times as most of these companies had not adapted to the work from home model. Empathy has always had a crucial role in customer service. Be Empathetic.

Customer Experience 62

Customer Experience Customer Support Management Customer Service 62

NobelBiz

JULY 9, 2020

In the previous two parts of this three-part article, we went on a long analysis of how the business world in general and the contact center world, in particular, have been impacted by the concurrent crises that have “plagued” 2020. However, COVID-19 went beyond that and exposed considerably more, larger, systemic problems.

Contact Center 52

Contact Center Inbound sales B2C contact center solutions 52

Interactions

MAY 28, 2020

Coronavirus has economies around the world down to its knees. Businesses are gearing towards opening up while maintaining the safety and security of their employees as well as the customers. We are living in the ‘new normal’ now; a masked, contact-less world is our new reality for the next year or so. Were they charitable?

Journey mapping 83

Journey mapping Virtual Agent Self service Government 83

CSM Magazine

JUNE 16, 2021

Gone are the days where high-quality customer experience (CX) was the exclusive purview of B2C. Gal Oron, CEO and co-founder of Zoomin explores what enterprises must do to adapt. Even after customers have made a purchase, their loyalty isn’t a given if the purchase is followed by poor customer experiences.

Enterprise 52

Enterprise B2C B2B SaaS 52

Skybridge

SEPTEMBER 2, 2020

As every company grapples with planning and budgeting for next year (and realistically, even for the next few months) many brands are feeling some understandable pressure to look for ways to cut sales, marketing, and CX budgets. When COVID came to North America, our agents were already successfully working at home. By Daniel Newman.

Metrics 52

Metrics Surveys Customer Care Customer centricity 52

delighted

MAY 15, 2020

In 2020, we immediately think of the healthcare professionals and essential workers who stand on the front line of the COVID-19 pandemic, risking their health every day for those in need of their care. million units of PPE and COVID-19 response items, including approximately: 6.9 When you think of a hero, who comes to mind? Sweetgreen.

Healthcare 75

Healthcare Customer Experience Government Transportation 75

inmoment

MAY 5, 2020

The COVID-19 pandemic changed the way many companies do business overnight. As a result, customers are adapting to new ways of shopping, banking and receiving medical care. That’s why your customer experience (CX) and employee experience (EX) programs may be the heroes your company needs —even in the post-COVID-19 world.

Banking 52

Banking Call Center Metrics Employee engagement 52