ProProfs Blog

APRIL 2, 2020

Here’s a list of tools that we use for time management, communication, collaboration, project management, training, and hiring, along with some motivational tips from our CEO’s desk that keep us going during these tough times. Seamless Cross-Team Communication. takes the communication game to the next level. Google Meet.

Construction 151

Construction Surveys Time management Management 151

inmoment

MARCH 12, 2020

Rather, these messages are about what these organizations are doing to prevent the spread of the coronavirus (and how they can attempt to put their customers at ease during this pandemic). So, how can companies leverage CX during this challenging time? Tip #4: Put Customers First, Not Profits. We have a few ideas.

Customer Experience 93

Customer Experience Airlines Analytics Call Center 93

Nicereply

APRIL 2, 2020

While coronavirus rages on, many of us were required to shift our work from offices to our homes. Businesses are losing customers, and workers are losing jobs. Some businesses have therefore decided to simplify the lives of people and offer them benefits to communicate more efficiently. It has become terrifying and frustrating.

Education 80

Education Call Center Accountability Customer Support 80

inmoment

MAY 26, 2020

InMoment (formerly MaritzCX), conducts an ongoing study, CX Standards, tracking satisfaction with customers’ interactions with over 300 companies spanning 17 industries in the United States. Specifically, we asked: When it comes to responding to the Coronavirus (COVID-19), how would you rate [ COMPANY]’s efforts to date?

Healthcare 97

Healthcare Banking Feedback Technology 97

ProProfs Blog

APRIL 30, 2020

What about your customers? ’ They are waiting for you to keep every communication and support channel active. . While social distancing and self-quarantine are the need of the hour, businesses don’t have to be distant from their customers. Tips for Customer Engagement in COVID-19 Outbreak.

Surveys 128

Surveys Customer Support Marketing Customer centricity 128

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

NobelBiz

SEPTEMBER 21, 2020

There’s no shortage of call centers that are outright refusing to move to remote work during the Coronavirus Pandemic. For more updates on the contact center space, check out our Blog section. Social media brand engagement jumped to 80% , with more and more consumers reverting to other means of communication for their issues.

Call Center 52

Call Center Contact Center Government Banking 52

CSM Practice

MAY 13, 2020

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. At CSM Practice, we are following the Covid-19 situation and its impact on customer success closely.

Best practices 128

Best practices SaaS Customer centricity Finance 128

VocalCom

JUNE 29, 2020

Before the COVID-19 health crisis, the digitalization of the customer journey had already pushed brands to increase the number of touch points with their customers on new channels. Contact centers: the epicenter of the customer experience (CX). Contact centers: the epicenter of the customer experience (CX).

Contact Center 62

Contact Center CRM contact center solutions Customer Experience 62

inmoment

MARCH 24, 2020

The coronavirus pandemic has done more than upended how brands communicate with customers—it has completely changed the lives of customers across the globe. Key #1: Acknowledge That Your Brand is Taking The Coronavirus Seriously. Key #2: Emphasize That Customer Feedback Matters Now More Than Ever.

Feedback 40

Feedback Best practices Personalization Customer Experience 40

Nicereply

JANUARY 14, 2021

B2B marketers must now develop creative strategies to retain their customers even during the pandemic. The only certain thing is how most business owners, growth strategists, and start-up founders, are well aware of the significance of customer retention. You can’t bring back customers with random discounts.

Brand ambassadors 75

Brand ambassadors Customer retention Government Upselling 75

Monet Software

DECEMBER 17, 2020

So far, the novel coronavirus has been a blessing and curse for call center recruiting. Plus, a prospect’s perception of the company during the hiring process will affect the level of employee engagement in their first days and weeks on the job. Recruiting during COVID-19 isn’t a complete departure from recruiting at any other time.

Call Center 118

Call Center contact center workforce Contact Center Employee engagement 118

inmoment

APRIL 1, 2020

Like everything else having to do with customer experience (CX), listening to customers has been turned upside down by the coronavirus pandemic. Instead, they need to consider four factors that can allow organizations to still listen to customers in spite of everything going on. Factor #3: Communication Method.

Surveys 52

Surveys Government Best practices Customer Experience 52

inmoment

APRIL 7, 2020

There’s been a lot of discussion about how to interact with customers during this uncertain time, but another topic calls for some serious conversation: how do brands engage with their employees? Here are four key ways that brands can help their employees feel cared for and engaged during this pandemic: Key #1: Listen To Them.

Personalization 52

Personalization Customer Experience Management 52

bold360 Blog

MARCH 18, 2020

Within a matter of days, we’ve all had to rethink the way we live our lives and do business as the threat of COVID-19 (coronavirus) hits home. million workers who occupy mostly front-line, customer-facing jobs – and who are seeing major shifts in how they need to provide that service. Many – if not most – schools have closed.

Self service 59

Self service Chatbots Healthcare Transportation 59

Noble Systems

MARCH 18, 2021

Additional demands of the coronavirus pandemic and transitioning to an at-home workforce have tested their limits even further. In Part 1 of this 2-part blog series, we will discuss the top trends and healthcare call center best practices to consider. AI drives better communication and resolution through chatbots.

Healthcare 53

Healthcare Call Center Gamification Best practices 53

Monet Software

MARCH 10, 2021

Questions remain regarding how many of the habits and work models adopted during the crisis will endure when the coronavirus subsides. Workforce, management and customer experience challenges remain. Training must be adapted to avoid declines in quality management and customer experience. Employee satisfaction.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Up Your Service

MARCH 17, 2020

As the Coronavirus spreads, it brings new and unique challenges to organizations in every industry in all parts of the world. And customers are asking for new flexibility or demanding service you are not able to offer. But we also must provide new types of service for our colleagues, partners and customers.

Airlines 83

Airlines Government Morale Banking 83

ProProfs Blog

AUGUST 21, 2020

Read this blog to learn how you can build an organizational culture around empathy and embrace healthy competition. Putting Yourself in Your Customer’s Shoes. By putting yourself in your customers’ shoes you can better understand their needs and concerns. Clearly, empathy is both prevalent and much-needed for success.

Sales 158

Sales Morale Personalization Scripts 158

Momentum Telecom

JUNE 18, 2020

In the third and final installment in this blog series, we focus on Momentum Telecom’s support team. Read on to discover how Momentum stood up a fully remote support team at a moment’s notice without sacrificing top-notch customer service and expertise. Meet Jennifer. The pandemic, however, pushed up the timeline.

Morale 52

Morale Personalization Management Customer Service 52

Talkdesk

JUNE 18, 2020

This is a guest blog from Amanda Verner, Marketing Manager at ProcedureFlow , a Talkdesk AppConnect partner. By combining the power of a knowledge base, workflow and agent scripting, contact centers can reduce agent effort and provide the best possible customer experience. ProcedureFlow makes your employees experts faster.

Management 63

Management Government Call flow Scripts 63

inmoment

JUNE 22, 2020

Though brands are contending with a lot of customer uncertainty at the current time, there’s another, equally important group with whom all organizations need to engage during this pandemic: furloughed employees. Just like customers, employees are facing tremendous stress and anxiety in the era of COVID-19. HR Lifelines.

Employee engagement 75

Employee engagement Morale Management 75

VocalCom

JUNE 24, 2020

The use of emerging technologies such as automation and AI to manage customer experience will be key to improve significantly contact centers’ efficiency and reduce costs. COVID-19, accelerating the industry’s digitalization. Technology is now the glue that is holding the digital economy together. AI to enhance human relationships.

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62

aircall

JANUARY 5, 2022

The work IT departments did during the early days of the coronavirus pandemic ensured that businesses that needed to quickly switch to remote could get there seamlessly. . IT leaders helped companies that were dependent on in-person communication expand their use of digital channels to stay connected.

Employee engagement 62

Employee engagement Benchmark Surveys Technology 62

inmoment

JULY 15, 2020

For a brief moment, it looked as though the Coronavirus pandemic might finally be under control, but recent viral surges throughout the country indicate that, unfortunately, this disease and the new way of life accompanying it will be with us for the foreseeable future. . Key #1: External Communications. Employee Policies.

Best practices 52

Best practices Customer Experience 52

Integrity Solutions

MARCH 30, 2020

It finished in December with increased rumblings about a possible looming recession and returning bear market, all underpinned by a growing threat spreading across Asia: a novel coronavirus. What kinds of questions were company leaders asking during that last quarter of 2019 when those 2020 plans were being put together?

Sales 88

Sales Marketing Personalization Best practices 88

inmoment

JUNE 1, 2020

In the wake of COVID-19, the role of customer experience is at a crucial tipping point. Brands that are able to harness empathy and work toward achieving a more authentic customer experience will reach the top of its vertical and continuously achieve meaningful improvement for itself and its customers.

Customer Experience 69

Customer Experience Analytics Surveys Feedback 69

CallSource Insights

MARCH 31, 2020

Here are some talk tracks for home services companies to help guide your call handlers’ during the COVID-19 outbreak. In these difficult times during the COVID-19 outbreak, essential businesses such as home service companies have a lot of changes to deal with in day-to-day operations. Get Clear on Internal Communication.

Coaching 52

Coaching Upselling Management Technology 52

C Space

JUNE 22, 2020

The site has been under increasing scrutiny for how it handles communications with law enforcement, and for how it handles racism among members on its app. “As Nextdoor CEO Sarah Friar penned a blog post on June 11th titled “A Nextdoor Where Everyone Belongs,” saying the company was taking steps to improve diversity.

Advertising 52

Advertising Government Marketing 52

aircall

JUNE 9, 2021

Multiple studies, articles, and experts highlight the importance of delivering excellent customer service. Choosing the most effective customer service channels is a good way to start. Customer expectations are higher than ever before: 54% of customers have higher expectations in 2021 than they did in 2020. One challenge?

Customer Service 62

Customer Service Multichannel Self service Customer Support 62

aircall

MAY 26, 2021

During the COVID-19 pandemic, consumers have been even more motivated to buy everything from big items like cars and homes to everyday items like toilet paper from e-commerce sites like Amazon, Target, and Walmart to delivery services like InstaCart and Shipt. Enables you to offer customers relevant choices.

Customer Experience 62

Customer Experience Real estate Sales Surveys 62

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Stacy Sherman. Steve Curtin.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

JULY 9, 2020

But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. Sure, you won customers over to get the initial purchase, but what about your post-sale courting? If you are committed to truly helping your customers grow, you need to make them the best at what they do.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

JustCall

JULY 23, 2020

Customer needs are rapidly evolving, and so are their queries and complaints. C lichéd empathy statements no longer pacify annoyed customers. Customers now prefer services that solve their queries with genuine care and interest. And good customer experiences are built with EMPATHY. When do Customers Need Empathy?

Sales 52

Sales Customer Service Call Center Customer Experience 52

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. In the times of the coronavirus pandemic especially, a primary meter that will set businesses apart is customer experience.

Customer retention 21

Customer retention Consulting Consulting Marketing 21