The Call Center School
APRIL 16, 2020
With the COVID-19 pandemic, contact centers are facing new challenges each day. Your customer volumes are fluctuating. Your agent availability may have decreased. If you’re new to at-home work, your team’s productivity may be waning. How do you adapt to these volatile times while still focusing on customer experience? One short answer: skill up.
Inbenta
APRIL 14, 2020
Why transform your customer journey? The customer journey refers to the entire path a prospect follows when interacting with you. Another definition of the customer journey could be the succession of stages from the moment a prospect identifies a need, up to the moment he becomes a customer of yours. Nowadays, digital technology plays an increasingly important role in the lives of consumers.
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Talkdesk
APRIL 14, 2020
Laying the foundation with the right infrastructure Contact centers are finding themselves stuck between the proverbial rock and hard place. The healthcare sector, government sector and e-commerce business owners are seeing a spike in their inbound calls, but contact centers are traditionally staffed with dozens to thousands of agents working in the office.
ShepHyken
APRIL 15, 2020
The other day I was talking to my friend and fellow customer experience (CX) expert, Dan Gingiss. He shared how he’s seen businesses take something that is either really boring or very serious—or both—and make them entertaining. He gave a great example. In a legal agreement—like the agreements we accept online when we sign up for Spotify or Netflix—there is usually a lot of “fine print.
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Beyond Philosophy
APRIL 11, 2020
I don’t know if it’s age talking here, but it probably is. Life becomes a lot clearer as you go on. I am at the point where I feel comfortable telling you what I think. In this episode of The Intuitive Customer, I am going to tell you about seven mistakes organizations make while trying to gain growth in revenue or market share. The post 7 Mistakes Organizations Make When Trying To Gain Growth appeared first on CX Consulting.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Contact Center Pipeline
APRIL 16, 2020
Contact Center Pipeline’s AUTHOR WALL OF FAME Kathleen Peterson is Chief Vision Officer of PowerHouse Consulting, a renowned management consulting firm specializing in operationalizing the Customer Experience; our consultants are recognized experts in the design and implementation of Contact Center strategy and associated technologies. Area of Expertise: Contact center strategic visioning; working with executive leadership […].
ShepHyken
APRIL 14, 2020
Working Remotely in Times of Crisis. How to Stay Productive and Deliver Amazing Customer Experiences from Far Away. Shep Hyken interviews Daniel Ramsey, CEO of MyOutDesk. They discuss strategies for adapting to a remote workforce without sacrificing productivity, connection or the customer experience. Top Takeaways: These are strange and unprecedented times.
CX Accelerator
APRIL 13, 2020
An original piece from Ben Motteram. As a CX manager, there comes a time when you have to start implementing changes within your organisation to help you to meet and exceed your customers’ expectations. These are the initiatives that are going to ensure you reach the goals you’ve defined in your CX strategy. This is where the rubber hits the road in CX management.
Steve DiGioia
APRIL 13, 2020
I never understood how some people keep a pot-bellied pig in their house as a pet. What’s wrong with a cat or dog? Or maybe some pretty fish, a hamster, or even a darn ferret. But a pig? Don’t get it. I never understood how the geniuses who thought it was ok to stop teaching cursive writing (it was called “script” when I was in school) figured today’s school kids would sign a contract later in life.
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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
Contact Center Pipeline
APRIL 14, 2020
When customers have questions for companies they do business with, they might get a set of FAQs to plow through. They might get an “I’ll get back to you” from a contact center agent. Or they might get a specific answer the first time around from the agent or self-service system. Such precision is the […].
ShepHyken
APRIL 17, 2020
This week we feature an article by Rakshit Hirapara , a content marketer at LoyaltyXpert. He shares different strategies businesses should implement during a world crisis in order to gain and retain customer loyalty. COVID 19 is proving to be like an earthquake. Its tremors are changing the World’s economy and the way you work and do business. As it is, India’s economy was in a downward spiral with growth touching 4.7% in 2019 and the Coronavirus impact could see growth crash to less than 2%.
CX Accelerator
APRIL 13, 2020
An original piece from Ben Motteram. As a CX manager, there comes a time when you have to start implementing changes within your organisation to help you to meet and exceed your customers’ expectations. These are the initiatives that are going to ensure you reach the goals you’ve defined in your CX strategy. This is where the rubber hits the road in CX management.
Callminer
APRIL 12, 2020
Here's everything you need to know about the Fair Debt Collection Practices Act (FDCPA) and what it means to both collectors and debtors.
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.
Contact Center Pipeline
APRIL 15, 2020
Numerous businesses rely on contact centers to field customer inquiries and manage customer service issues. Any disruption in network connectivity to these contact centers can lead to a loss of business and lost customer loyalty. Given that contact centers often support customers in stressful or frustrating situations, the need for high-quality service is even more […].
ShepHyken
APRIL 13, 2020
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How to Identify Customer Friction by Joe Procopio. (Built In) Customer friction is any step in the customer experience that impedes the customer from buying the product, having success with the product, or finding value in the product.
Lumoa
APRIL 13, 2020
What is voice feedback? With modern technologies available today, such as speech-to-text and artificial intelligence it’s possible to automatically generate insights from calls. In this article, we'll explain what voice feedback is and how to generate customer insights from it.
Callminer
APRIL 13, 2020
Here's everything you need to know about the Fair Debt Collection Practices Act (FDCPA) and what it means to both collectors and debtors.
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!
ProProfs Blog
APRIL 16, 2020
It’s a very hot summer day, your refrigerator stops working. Or maybe something even worse happens in winters. Your radiator stops functioning on the coldest winter night. What is your instinct in such situations? Do you contact customer service vs. technical support ? Let’s not get into the debate of which one is more apt in these situations because you start by trying the self-servicing options first.
Serenova
APRIL 13, 2020
Now that your contact center agents are safely working from home, it’s time to focus on the business of managing and coaching to ensure productivity. Motivating agents and helping them stay productive is possible—and critical—during this crisis and for long-term success once it’s behind us. Keeping agents motivated to do well despite the stress and distractions of new routines, processes, challenges—and life—takes effort.
Aspect
APRIL 17, 2020
Who is your customer? And perhaps more importantly, what would it take to keep that customer for a lifetime? Aspect CEO, Patrick Dennis recently had an opportunity to sit with Frank Bria , host of The SaaS CX Show. They spent roughly 30 minutes discussing CX in the contact center. Patrick shared some valuable information that may shift the way you think about customer experience and satisfaction as a whole. .
Tethr
APRIL 17, 2020
What a month! Or has it been two? While days have been blending together, the importance of providing a great customer experience has not diminished—in fact, it might be more important than ever. . The value of continuous learning in unprecedented times cannot be overstated. Leaders are jumping at the chance to discover the best ways to adapt to the hand we have been dealt.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
ProProfs Blog
APRIL 17, 2020
Customers always have so many options in the market to choose their desired product or service. But what about the business owners? “Do they get the opportunity to choose as well?”. No, they obviously don’t. If anything, you have a specific target audience who finds your services relevant. Just in case they aren’t satisfied, they can opt for any of your competitors in the market.
Alorica
APRIL 14, 2020
CARSON CITY, NV – The Nevada Department of Employment, Training and Rehabilitation (DETR) will open a new Unemployment Insurance (UI) call center tomorrow, April 15, 2020 to help assist claimants with general questions related to the unemployment insurance filing process. The agency is partnering with global customer service provider Alorica to manage the inquiries and anticipates that Alorica’s.
Calabrio
APRIL 16, 2020
With the spread of COVID-19, customer service teams are leaving traditional contact centers to work remotely and promote social distancing. Staying connected and responsive to customers under these circumstances can be challenging; access to a cloud-based contact center can be critical to resolving the new influx of cases and maintaining business continuity.
SharpenCX
APRIL 15, 2020
I’m sitting in my guest-room-turned-office in week four (or is it five?) of our nationwide push to keep people home and communities safe. While the days blend together and my routine begs for a shakeup, work continues. But for those of us lucky enough to have the option for flexible work, work is different. This week, my company is hosting our first fully-virtual quarterly meeting and sales training.
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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.
ProProfs Blog
APRIL 17, 2020
Businesses big and small are leveraging the power of holding live events to maximize brand value, drive revenue, and improve customer experience. Here’s what the numbers say: 80% of the businesses believe that live events are necessary to get a competitive edge, according to the latest report by Endless events. . According to the 2019 trends report by event tech company Bizzabo, events, at times, even score over content marketing, digital advertising and email marketing.
Spearline
APRIL 14, 2020
Voice user interfaces, voice search, voice-based user experience, and more are transforming the world around us. Voice interaction is a major focal area for technology and process development and it’s all about making life easier. With voice interaction, the user or customer bypasses any need to read, type, or think, which are all requirements of typical screen and keyboard style interfaces.
ClientSuccess
APRIL 13, 2020
Over the past few weeks, members of the global workforce have been asked to stop going into offices and work from home. With no end in sight, companies of all shapes and sizes are being forced to re-think both how they deliver goods and services to customers as well as they manage their staff. Whether you employ thousands of team members across multiple countries or less than a hundred in a single office, it is impossible to think that a global crisis like COVID-19 will pass by without making so
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