Nuance
APRIL 2, 2020
The coronavirus pandemic has forced companies around the globe to protect their employees while developing business continuity plans. Businesses also are working to quickly relay the latest relevant information to their customers when guidelines and situations are fluid and changing sometimes hourly. Customer contact centers are at the forefront of this effort, with organizations leaning [.
NameShouts
APRIL 2, 2020
It’s an unprecedented time for the world. Across North America this week, people have rapidly transitioned to a life inside: companies have instituted work from home policies, children are out of school, and local governments have demanded non-essential businesses to shutter. But we’re only a few weeks behind other countries in the world, where this has been a reality for even longer.
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Inbenta
APRIL 2, 2020
Best AI chatbots have a purpose. A chatbot should always be created with a specific purpose in mind and that purpose should be at the center of its functionalities. Indeed, the best AI chatbots are often built in order to help a business and there are many ways for an AI chatbot to be of help, so let’s review some use cases. Relieve Customer Service department.
Beyond Philosophy
APRIL 2, 2020
Apple has an excellent experience. We could all learn a lot from how they approach business as usual to facilitate customer-driven growth. Why do I like Apple’s experience? Before I answer, I should have my guitar. I am just kidding. No one wants that. What we do want is to know how to facilitate customer-driven growth. Apple is an excellent example of how to do this.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Myra Golden Media
APRIL 2, 2020
In 1999 everybody was worried about Y2K. Will our computers boot up? Can we pay our employees? Will cars start? Do we have enough toilet paper? I managed a global call center during the Y2K fear, and my company spent a full twelve months contingency planning for everything that could potentially fail when the calendar flipped over to the new millennium.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
VirtualPBX
APRIL 2, 2020
Of all the situations the VirtualPBX remote team faces in managing its Business Phone System , being a work at home mom may be the most stressful. But after interviewing two of our staff members about how they handle that reality, we learned that their challenge may also be among the most rewarding. We asked our Marketing team member Jennifer Merrigan (and mother of Jade, who is one-and-a-half) and Sales team member Kathy Melendez (and mother of Apollo, who is three) to reflect on how they balan
Hello Customer
APRIL 2, 2020
In times of social distancing, where everyone is working remotely it's crucial to keep your employees engaged. Without face-to-face contact, it's hard to measure how everyone is doing and how everyone is feeling. If you're a longtime customer, you might be familiar with our iceberg philosophy: the feedback you hear directly is just the tip of the iceberg, there's a lot more going on underneath the surface.
Joe Rawlinson
APRIL 2, 2020
Millennials, while many of their habits and routines may annoy the older generations, are vital to brand marketing. Even the term ‘millennial’ may sound a little cliché, but this generation is the most technologically savvy group of people in our society. Millennials are generally referenced as being self-centered, self-serving, and obsessed with technology.
Spearline
APRIL 2, 2020
Teleworkers and employers each find benefits from flexible home working but changing to this new working environment requires some new habits and slight adjustments in routine, especially for parents. As a result of the Coronavirus outbreak, a large majority of households worldwide are facing the same scenario with families learning how to work and play together all day, every day.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Uniphore
APRIL 2, 2020
Almost every third person in the world uses a smartphone. As users’ adoption continues to grow, regular voice calls will come to be seen as quaint. With the rise of conversational AI, consumers have come to expect even more from interactive voice systems. Read More.
Nicereply
APRIL 2, 2020
Who knows what will happen in the next days or weeks, but once this pandemic has passed, we will come out even more durable. These days, teams even more use email, chat, and video apps to have meetings and exchange information from anywhere in the world. While coronavirus rages on, many of us were required to shift our work from offices to our homes.
Tethr
APRIL 2, 2020
If you think that Customer Effort only measures “how much,” you will be pleasantly surprised to find that that’s only scraping the surface of the customer experience insights you can uncover. . We spoke with Forrester analyst Maxie Schmidt-Subramanian to find out what she’s learned regarding Effort’s impact on the customer experience. Although measuring Effort can yield significant improvements in CX, most companies are still relying on post-call surveys as their primary Effort measurement tool,
Interactions
APRIL 2, 2020
On our blog, we talk a lot about the benefits of Conversational AI and Intelligent Virtual Assistants. From better customer experience, to reduced operational costs, to improved agent experience, these technologies can transform your business in so many ways. But in this blog we are taking it back to basics to discuss the technology itself—specifically Conversational AI: how it works on a technical level as well as what you should look for to make sure the technology works in your business. .
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Talkdesk
APRIL 2, 2020
We recognize it is now more important than ever to connect with your peers, innovators and industry experts. That’s why we’ve transformed Opentalk 2020 into a virtual event — all online, at no cost to you. Save the date now for May 6, 2020. Opentalk 2020 Virtual is a free immersive experience that will give you access to extraordinary insights from the most innovative speakers in customer experience (CX).
NICE inContact
APRIL 2, 2020
Aetna’s Bill Jetter, President of Medical Transition Services, shares his thoughts and experiences on vendor assessment and Aetna’s pursuit of exceptional customer service.
ForeSee
APRIL 2, 2020
They have a lot to say about their COVID-19 experiences In this new business environment, what should your organization do to support customers and employees? Strategies will differ, but all.
Solvvy
APRIL 2, 2020
You’re used to having your customer support team close at hand—but due to recent COVID-related initiatives, it’s now likely that your team is planning on working remotely for at least a few weeks, possibly longer. They’re not used to this, and neither are you. The support tickets are piling up, and customers are getting frustrated.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Voiance
APRIL 2, 2020
This is a difficult time for all of us, and we wanted to check in and let you all know what we’re doing to help. It has always been our mission to provide quality language services to essential services—like first responders and other essential businesses—that make up the foundation of our society. We appreciate everything that your organizations are doing, and we hope we can support your efforts in any way that we can during this difficult time.
Talkdesk
APRIL 2, 2020
The coronavirus (COVID-19) has taken the world by storm and is spreading at an unprecedented pace. In an attempt to get the situation under control, governments are asking, and in some cases instructing, citizens to practice social distancing and shelter in place. Stores are closing down. Essential goods and services such as grocery stores, food delivery and healthcare are witnessing never-before-seen levels of demand.
Jon Arnold
APRIL 2, 2020
Some days I’m doing podcasts, and some days it’s webinars. The latter is next for me, and it’s really more of a fireside chat, and I hope you can join us. 8x8 is doing a series of these on business continuity, and I’ll be the guest speaker for the next one - Tuesday, April 7 at 12 pm ET. I’ll be in conversation with 8x8’s Justin Robbins , and we’ll be talking about the challenges faced by businesses as they adapt to WFH - work from home - and the role that UCaaS can play to make that more effect
Maru Group
APRIL 2, 2020
Many things have changed because of the outbreak of COVID-19. Places once teeming with people are painfully empty. Normal routines of heading out to work, school, and shopping have been forcibly replaced with yet another day at home, in isolation, and with social distance. Playgrounds, once ringing with squeals of delight and laughter, are silent. But one thing has not been altered: people’s desire to make their voice heard.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
Babelforce
APRIL 2, 2020
Have you ever thought that running a contact center is a bit like running Disneyland? Probably not. But there is a least one way they overlap – queuing. Disney has been developing smarter queuing systems for over fifty years. They process millions of customers in countries all over the world. They know what they’re doing. So here are four Disneyland queuing tricks that the contact center can learn from… 1.
C Space
APRIL 2, 2020
The Brand Move Roundup – April 3, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. We started this series of brand updates on March 12, but the reaction has been so positive, and the crisis so fast-moving, that we’re going to move to a continuously updated rolling news format from now until it’s all over (hopefully soon).
CSM Magazine
APRIL 2, 2020
Ecotricity leads the charge to improved CX and telephone payment security with New Voice Media and PCI Pal Agent Assist. Launched in 1996, as the first business to champion the green energy revolution, Ecotricity is now the UK’s leading green energy provider to homes and businesses: supplying wind, hydro, biomass and solar power and electric charging points around the country.
Spearline
APRIL 2, 2020
Teleworkers and employers each find benefits from flexible home working but changing to this new working environment requires some new habits and slight adjustments in routine, especially for parents. As a result of the Coronavirus outbreak, a large majority of households worldwide are facing the same scenario with families learning how to work and play together all day, every day.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
NobelBiz
APRIL 2, 2020
Our first live webinar is here: hear us discuss Coronavirus in the context of the global contact center market with our Host, Christian Montes, and guests Christa Heibel and Steve Bederman. And if you don't have time to watch, read the top tips they had in a short summary of the webinar right here! The post WEBINAR 1 | Coronavirus and Contact Centers: A Survival Guide to Business appeared first on NobelBiz®.
Creative Virtual
APRIL 2, 2020
By Chris Ezekiel, Founder & CEO. We are currently living in unprecedented times as countries and communities around the world deal with quarantines, lockdowns and stay-at-home orders because of COVID-19. Businesses and brands of all sizes and across industries face new challenges as offices and physical locations close. For some, the flexibility and robustness of their digital strategy is going to play a key role in how, and if, they emerge on the other side.
Wowdesk Blog
APRIL 2, 2020
When you run a business, some numerous clients and customers turn towards you for assistance; so, you need to maintain a robust communication. In this particular scenario, an email account would not suffice. You need on-premise help desk software to streamline your communication. On-premise help desk software is becoming popular day by day as you don’t need to spend additional money and time to handle customers at your end.
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