Nicereply

APRIL 6, 2022

During the first few months of the pandemic, there was an urgent need to pivot business ops and continuity plans. In particular, one of the most affected areas by the pandemic is the customer support segment. Below, we’ve listed some factors that shaped customer support during the pandemic: Offering 24/7/365 customer service.

Customer Support 52

Customer Support Morale Chatbots Wait times 52

Fonolo

JULY 28, 2020

A recent Brand Sentiment Report from Vesta has investigated customer perceptions during COVID with some interesting findings. 6 Secrets for Boosting Customer Satisfaction in the Contact Center. Customer Perceptions During COVID. Customer Perceptions During COVID. Why is consumer perception important?

Wait times 128

Wait times Surveys Contact Center Banking 128

Etech GS

APRIL 6, 2020

COVID-19 has already affected people we know, our company, our customers, our communities and our countries that we care deeply about. There is no playbook for this unprecedented moment in time, not even the experts know how it will play out. . Are you leading the right way to help your people beat COVID-19 at the workplace?

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97

Playvox

MAY 11, 2023

As a result of the COVID-19 pandemic, many companies have opted for remote work. In the midst of “ quiet quitting ” and continued low unemployment, contact centers are leveraging remote work as a way to attract team members. Remote work offers a multitude of benefits for both an organization and the individual team member.

Management 89

Management Contact Center Coaching Employee engagement 89

Lumoa

JULY 21, 2022

The global pandemic had a detrimental impact on most industries, but European telecom providers have emerged relatively unscathed. In total, telecom providers’ revenues shrank by 2% in 2020, whereas the economic area’s gross domestic product declined by almost 8% during the same period. .

Customer Experience 94

Customer Experience Telecommunications Metrics Feedback 94

ProProfs Blog

APRIL 30, 2020

The COVID-19 pandemic continues to spread like wildfire, taking people’s lives, and severely impacting various economies across the globe. What about your customers? ’ They are waiting for you to keep every communication and support channel active. . Opt for Innovative Ways to Reach out to Your Customers.

Surveys 128

Surveys Customer Support Marketing Customer centricity 128

aircall

AUGUST 4, 2021

Experts claim that while this will depend on the pandemic and vaccine distribution, companies will likely start making flexible work schedules permanent. Factors to Consider When Building Your Hybrid Workforce. For one thing, you will have to be flexible in your expectations from employees. Talk to your team directly and listen.

Employee engagement 108

Employee engagement Consulting Consulting Morale 108

TechSee

SEPTEMBER 2, 2020

How can they drive remote employee engagement? Managers can assign collaborative tasks that encourage team members to stay connected and work together to meet specific goals. Ensure robust communication. During times of change or uncertainty, frequent communication is critical. Call Center Engagement ideas.

Employee engagement 109

Employee engagement Contact Center Gamification Call Center 109

Inbenta

OCTOBER 6, 2022

Key Takeaways: During the pandemic, 53% of customers have made calls/emails to the company as much as 9 times to address their concerns. How can I help you today? ” You select the most suitable option and get directed to a page with the solution to your problem. How can automation help in reducing business costs?

Customer Support 98

Customer Support Interactive Voice Response Chatbots Self service 98

Quiq

DECEMBER 27, 2022

There’s been a lot of discussion around business disruption lately and how companies can cope with a time full of upheaval and uncertainty. When faced with disruption, the key to driving CX efficiency is focusing on digital technology, namely customer communications, empowering and equipping employees. The best way to prepare?

Chatbots 52

Chatbots Wait times Interactive Voice Response Technology 52

SharpenCX

JANUARY 3, 2022

Read Next: The Tactics You Need to Know to Implement Three Key Customer Service Trends for Better Experiences in Your Call Center. Read Next: The Tactics You Need to Know to Implement Three Key Customer Service Trends for Better Experiences in Your Call Center. First, What is the Gig Economy? The gig economy has many benefits.

Contact Center 128

Contact Center Call Center Healthcare Cloud contact 128

Fonolo

APRIL 5, 2022

If you want your agents to consistently meet company goals, you must invest in the right leaders, including managers and supervisors. How to Foster Agent Engagement in a Hybrid Contact Center. The easiest way to boost employee engagement and retention is to invest in the right call center leader. Professional? Bottom line?

Call Center 99

Call Center Contact Center Gamification Construction 99

ChurnZero

MAY 15, 2020

As an emerging discipline, Customer Success has not experienced a global health or financial crisis during its relatively brief lifetime. Facing massive economic instability for the first time, Customer Success teams had to devise crisis preparedness and communication plans as well as customer retention strategies to minimize churn.

Benchmark 72

Benchmark Accountability SaaS Customer retention 72

Global Response

JANUARY 31, 2024

Since the pandemic, the option to work remotely—or at least hybrid—has become an increasingly common expectation among employees. And it makes sense: Remote work is known to reduce employee stress, boost productivity, and produce higher job satisfaction. Or when traveling, their 10:00 AM is your company’s 4:00 AM.

outsourcing 62

outsourcing Technical Support Best practices Education 62

Comm100

FEBRUARY 1, 2023

In the UK, 37% of undergraduate entrants at universities were over 21 during the 2019/2020 academic year. Live chat has become the most popular communication channel partly for its convenience, with 73% of customers agreeing that it’s the most satisfactory method of communication. In the United States, 33.4%

Education 73

Education Chatbots Personalization Surveys 73

aircall

SEPTEMBER 29, 2021

How to maximize productivity. This model can promote flexibility, inclusiveness, and the well-being of all team members. . That’s because one thing that the COVID-19 pandemic revealed is how different employees work. Flexibility is key in designing your hybrid work arrangement. What Is a Hybrid Work Environment?

Metrics 71

Metrics Feedback Management Personalization 71

Inbenta

JANUARY 17, 2022

By April 2020, 49% of UK and 63% of US adults said they had carried out a new online activity due to the pandemic, such as attending a gym session, a class, or a religious service. 50% of global consumers say that the pandemic has made them re-evaluate their priorities in life. 9 Customer Service Trends for 2022.

Customer Service 98

Customer Service Self service Chatbots B2B 98

aircall

AUGUST 29, 2022

Recently, there’s been a lot of buzz about how to measure productivity. That’s why business leaders must understand what call center productivity is, how to measure it, and how to improve it. So how do you measure call center agent productivity? After all, they are at the core of your company.

Call Center 118

Call Center virtual call center call center software Self service 118

CSM Practice

DECEMBER 29, 2020

Hosts Diane Dye Hansen and Christine Salvo interviewed Irit Eizips and talked about engaging internal and external stakeholders with kindness, support, and community. . 01:16 – Irit explains how the COVID-19 pandemic has affected industries differently. 06:24 – Irit explains her expectations during 2019 and Q1 2020.

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

Nicereply

MARCH 30, 2021

While retreats are a great way to appreciate your remote team and talk one on one, don’t wait until the next time you’re all together to show appreciation. One of the biggest events in your company’s annual calendar might be your team retreat. Here’s how. SnackNation’s 57 team building activities for 2021.

Personalization 98

Personalization Management Customer Support 98

JustCall

NOVEMBER 23, 2022

After the onset of the pandemic, all businesses, including call centers, were forced to go remote or shut down for a long period. After the onset of the pandemic, all businesses, including call centers, were forced to go remote or shut down for a long period. What is a Business Continuity Plan?

Call Center 52

Call Center Management Contact Center Marketing 52

Up Your Service

MARCH 17, 2020

The future of your workforce is unpredictable. We watch as other government and corporate leaders grapple with how to put structure around their response, make decisions from behind the curve, and communicate to inspire and control. Pandemics naturally pull people apart. A declaration is more than a communication.

Airlines 83

Airlines Government Morale Banking 83

Nicereply

JUNE 9, 2020

They measure how satisfied with your product and services your customers are and give you a barometer of where you need to improve. Unlike employee net promoter score , ESAT helps you measure the satisfaction of your employees, rather than how likely they are to recommend working for your company.

Surveys 104

Surveys Construction Employee engagement Management 104

aircall

JANUARY 5, 2022

If there were ever a question of how important a high-performing technology team is to an organization’s success, the pandemic has provided an unequivocal answer. 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

CSM Magazine

JULY 26, 2022

We know exactly how to negotiate in real life and not to lose face. However, it has long been understood that meetings with videoconferencing would come into our lives, but the pandemic period has accelerated the process considerably. But how can you boost the effectiveness of conferences compared to live communication?

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59

Talkdesk

OCTOBER 12, 2020

During this pandemic, clients are struggling to reach their banks when they need them the most, driving an almost 75% increase in call center volume. So how can these institutions avoid leaving customers on hold? Many banks responded to urgent needs at the peak of the pandemic and are now in recovery mode.

Banking 83

Banking Interactive Voice Response Self service CRM 83

JustCall

APRIL 27, 2020

Having easy communication access to insurance companies is important in creating a fulfilling experience for insurance buyers. despite its strong and adept team, was losing its customers to bigger firms in the area. This Utah-based team of 200 was witnessing a major lag in its operations. An insurance company in the U.S.,

Interactive Voice Response 86

Interactive Voice Response CRM Average Handle Time Sales 86

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. Remember the time you flunked your exams and how quick your friends were to empathize with you? Will the real CEO (Chief Empathy Officer) please stand up?

Sales 158

Sales Morale Personalization Scripts 158

Fonolo

APRIL 27, 2020

Now, more than ever, your call center agents need your support. But the pandemic has forced a transition to remote working virtually overnight. Here are our top tips for engaging remote employees and keeping agent morale high, so that you and your team can go (virtually) unimpeded for as long as you need to.

Call Center 112

Call Center Morale Contact Center Gamification 112

CSM Magazine

JUNE 10, 2022

This demand has left support teams feeling overwhelmed and stretched thin; during the pandemic, in fact, 75% of service professionals say managing case volume has been more challenging. And even as restrictions loosen, this stress remains on call centre teams who are operating with limited resources. Feedback calls.

Feedback 52

Feedback Self service Customer Service Customer Support 52

Playvox

NOVEMBER 4, 2021

From how we navigate our day and interact with friends and colleagues to how we engage with vendors and brands, new tools and communication channels have changed the touchpoints we all experience. Your organization has likely been forced to embrace new technology to remain relevant and deliver exceptional customer service.

Contact Center 52

Contact Center Technology Contact center software contact center solutions 52

Quiq

NOVEMBER 16, 2021

You know that while it’s lucrative, it’s also extremely tough on your customer service team. You know that while it’s lucrative, it’s also extremely tough on your customer service team. Between pandemic pressures and logistical issues, this year might be tough. Share This Story Do you hear that?

Customer Service 83

Customer Service Chatbots Wait times Surveys 83

Hodusoft

AUGUST 9, 2021

The e-commerce sector has seen tremendous growth in the last few months on account of the Covid-19 pandemic. The e-commerce sector has seen tremendous growth in the last few months on account of the Covid-19 pandemic. How do omnichannel customer contact centers benefit e-commerce players?

Social media contact 105

Social media contact Contact center software Contact Center Interactive Voice Response 105

Inbenta

JUNE 2, 2021

The Covid-19 pandemic has disrupted businesses even more, introducing changes in how they deliver their services, cater to customer and staff needs and in nurturing their relationship with their employees. What is HR automation?

Chatbots 83

Chatbots Self service Virtual Agent Morale 83

Nicereply

JULY 14, 2020

Wouldn’t it be nice if your support team could be a bright spot in your customers’ day instead of just making things challenging? Now is the time to hone your customer focus and work to delight the people that come in contact with you. Proactively help your customers. Forget First Contact Resolution.

B2C 52

B2C Self service B2B Customer Support 52

JustCall

APRIL 13, 2020

Are you finding it difficult to manage remote customer service teams? With the pandemic leading to global lockdowns, teams are moving to work from home and remote culture. We interviewed several customers and customer service teams that have shifted to remote working. Prioritize Communication With Customers.

Customer Service 98

Customer Service Interactive Voice Response Analytics First call resolution 98

SharpenCX

MARCH 18, 2020

Not to mention, remote work allows for flexibility during times of uncertainty. When your agents aren’t hardwired to their desks and the world calls for flexibility, you can bend. Right now, companies across the globe are practicing social distancing and keeping employees remote so our communities stay safe. Get dressed.

Call Center 94

Call Center Morale Coaching Cloud contact 94