Serenova

MAY 29, 2020

We’ve seen that the organizations that are not only surviving, but beginning to gain the momentum necessary to thrive long-term, have consistently prioritized nine contact center best practices that withstand the test of time—and a global pandemic. Contact Center Best Practices for 2020. Every time.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

We’ve seen that the organizations that are not only surviving, but beginning to gain the momentum necessary to thrive long-term, have consistently prioritized nine contact center best practices that withstand the test of time—and a global pandemic. Contact Center Best Practices for 2020. Every time.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Uniphore

AUGUST 12, 2021

Unsurprisingly, sales of these multimodal assistants grew 30% in 2020, while voice-only assistants saw a 3% decline. If you’re one of the growing number of contact centers looking to implement a multimodal virtual agent, here are some best practices to get you started. Multimodal Virtual Agent Implementation and Best Practices.

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Best practices Virtual Agent Scripts Call flow 98

ShepHyken

FEBRUARY 16, 2020

Here are 10 examples of best practices that represent the state of the art in retail CX. Top 5 B2B Customer Experience (CX) Best Practices for 2020! Martech Advisor) This article unveils the top 5 B2B customer experience (CX) best practices for 2020. by Lipi Khandelwal.

Customer Service 318

Customer Service B2B Journey mapping Best practices 318

Callminer

DECEMBER 5, 2019

Microsoft’s Richard Peers predicted that by 2020, 85% of all customer service interactions would be handled without the need for a human agent. Here are my predictions on how the contact centre will evolve in 2020. This is only likely to get worse in 2020 if call centres aren’t prepared to handle it correctly.

Analytics 207

Analytics Accountability Technology Sales 207

GetFeedback

MARCH 1, 2020

The six CX trends that you can't ignore in 2020.

Best practices 120

Best practices Customer Experience 120

SharpenCX

MARCH 5, 2020

Over the past few years, the rise of social media, always-in-hand mobile devices, and the generational workforce and consumer swap have made waves in customer service and best practices for contact centers. To get some fresh insight on best practices for 2020, jump over to our latest post on contact center trends , here.

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Best practices Contact Center Airlines Benchmark 67

Comm100

SEPTEMBER 10, 2020

To help you make the most of this channel, we have gathered these top best practices for effective email customer support, highlighting the most important concepts and explaining the key tools at your disposal. Recommended reading – 4 Best Practices for Follow-Up Emails after Chat. Canned messaging.

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Best practices Customer Support Benchmark Metrics 52

Comm100

SEPTEMBER 10, 2020

To help you make the most of this channel, we have gathered these top best practices for effective email customer support, highlighting the most important concepts and explaining the key tools at your disposal. . Recommended reading – 4 Best Practices for Follow-Up Emails after Chat . Canned messaging .

Best practices 52

Best practices Customer Support Benchmark Metrics 52

Callminer

AUGUST 6, 2019

In this guide, we’ll help you make more informed buying decisions by describing the various types of call center software, offering expert tips and guidance for choosing the best software solutions for your needs, as well as best practices for utilizing and implementing your call center software suite.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Calltools

JULY 27, 2022

All contact centers should adhere to regulations that advocate data protection and ethical calling practices. Learn some best practices to maintain call compliance in your center below. . Consumers filed more than 3,000 TCPA complaints in federal court in 2019 and 2020. TCPA and DNC Compliance. Consent Is Important.

Best practices 52

Best practices Wireless Government Call Center 52

COPC

OCTOBER 13, 2021

2020 was indeed a unique year for vendor managers and their outsourced partners. Based on these insights, three best practices for emerging outsourcing priorities are: Formalizing WFH contracts. Three Best Practices for Emerging Outsourcing Priorities . #1: Chat transactions. Competitive sourcing. Recruiting.

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Best practices outsourcing Contact Center Call Center 52

ShepHyken

AUGUST 24, 2020

Of course, there is, and this article will not only point out the differences but also give you some actionable ideas and best practices. shelf) Since these folks have been so helpful sharing advice and best practices, we compiled a list of the top ten contact center and customer experience influencers we think you should follow.

Customer Service 210

Customer Service Best practices Contact Center Chatbots 210

Fonolo

MARCH 12, 2020

Getting self-service right can have a big impact on your NPS score , so here are 5 best practices for helping your customers to help themselves: 1. Handpicked related content for you: Top Customer Service Blogs to Read in 2020. NEW REPORT – Call Center Trends 2020: A New Age for the Contact Center.

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Self service Best practices Customer Support Chatbots 118

ShepHyken

JANUARY 13, 2020

4 Things to Automate In 2020 for Better Customer Relationships by Nathan Resnick. And, with 2020 arriving, now is a good time to find new solutions that meet the needs of your target audience. The post 5 Top Customer Service Articles For the Week of January 13, 2020 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 234

Customer Service Journey mapping B2C B2B 234

Jon Arnold

JANUARY 19, 2021

I hope you caught the last two - 2020 highlights, and our look-ahead for 2021. They’re easy to find on our portal, as is our current podcast - best practices for video meetings. We’re on a roll lately at BCStrategies , this being our third podcast over the past few weeks.

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Best practices 59

Quiq

MARCH 16, 2022

Since customers are still dialing, we’ve put together some best practices to help call center agents shine. According to Zendesk’s 2020 CX Trends report, 40% of customers choose a channel based on the complexity of their issue. Put these best practices to use to deliver stellar customer service experiences.

Best practices 52

Best practices Call Center Interactive Voice Response Scripts 52

REVE Chat Blog

MAY 21, 2020

80% of businesses said they currently use or are planning to use chatbots by 2020. By implementing the chatbot best practices, you can effectively build a conversational driven chatbot that satisfies your business needs. How chatbot best practices help you to build the right bot that benefits your business?

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Best practices Chatbots Scripts Personalization 70

Aspect

JULY 23, 2021

According to our 2020 Consumer Index Report, 41% of consumers prefer to be contacted by email so that they can respond on their own time and their own terms. In October 2020, the Consumer Financial Protection Bureau (CFPB) proposed several new rules augmenting the protections of the Fair Debt Collection Practices Act (FDCPA).

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Best practices contact center solutions Contact Center Enterprise 62

PeopleMetrics

MAY 13, 2020

Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. Successful corporations must also find ways to ensure positive, productive communication between peers. Even if they can only see each other on Zoom! Conduct a communication audit.

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Best practices Customer centricity Feedback Consulting 116

SharpenCX

JANUARY 26, 2021

It’s a new term coined by consumer shipping companies to explain the absolute mess of packages they had to deliver in 2020. Shipping companies had their capacities put to the test in 2020, to say the very least. That’s why this month, we’re crushing on FedEx – a company that stepped up in 2020 and delivered for customers.

Best practices 76

Best practices Customer Service Interactive Voice Response Calibration 76

Playvox

JANUARY 13, 2022

The shift to the cloud only seemed to accelerate when the pandemic sent many workers home in the spring of 2020. billion in 2020. Let’s take a look at what our clients around the world, in industries ranging from financial services to online food service delivery, say are the cloud contact center best practices they’ll carry into 2022.

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Cloud contact Best practices Contact Center Gamification 52

JivoChat

APRIL 19, 2021

You’ll learn what platforms to use, what software is available, and best practices for ensuring your strategy supports your long-term goals. Marketplace fees may vary, but as of September 2020, businesses could sell products on Amazon for a monthly fee of $39.99 , plus a small commission on each item sold.

Multichannel 52

Multichannel Best practices Engineering Analytics 52

ChurnZero

OCTOBER 13, 2020

ChurnZero (@churnzero) October 8, 2020. ChurnZero (@churnzero) October 8, 2020. ChurnZero (@churnzero) October 8, 2020. ChurnZero (@churnzero) October 8, 2020. ChurnZero (@churnzero) October 8, 2020. ChurnZero (@churnzero) October 8, 2020. ChurnZero (@churnzero) October 8, 2020. Define vision 2.

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Best practices Accountability Management Technology 98

Talkdesk

APRIL 2, 2020

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). Sign up by May 1, 2020.

Best practices 75

Best practices contact center solutions Cloud contact Contact Center 75

ShepHyken

MARCH 30, 2020

10 best practices to maintain a steady cash flow during the COVID-19 crisis by Hari Krishna. The post 5 Top Customer Service Articles For the Week of March 30, 2020 appeared first on Shep Hyken. The reason for our current “adverse condition” is new to us, navigating through tough times is not.

Customer Service 200

Customer Service Morale Marketing Best practices 200

Noble Systems

SEPTEMBER 8, 2020

This blog compiles the top five best practices to help those who are transitioning to, or looking to maintain, an at-home workforce to achieve the best outcomes. With the right partner, it can be done very quickly, so you can get back to what you do best, providing extraordinary service to your customers.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Cyara

JULY 28, 2020

Registration is open for Xchange 2020 Virtual Summit – our two-day, interactive event packed with experts who will be sharing relevant, real, and valuable insight on CX best practices, use cases, industry knowledge, challenges, and success stories.

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Best practices Customer Experience Contact Center Call Center 84

TELUS International

DECEMBER 28, 2020

Discover the six digital and customer experience lessons that defined 2020. Businesses globally experienced rapid and immense change this past year.

Customer Experience 123

Customer Experience Best practices 123

Taylor Reach Group

MARCH 20, 2020

One priority each of us should have on our “to do” for 2020 is mental health. So in 2020, let’s create a culture of health in our workplaces. My goal for 2020 is to try to bring mental health out from the shadows into the open where we can discuss it and treat it. By Colin Taylor. I hope that you will join me in this effort.

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Contact Center Consulting Consulting Coaching 105

Totango

JANUARY 7, 2020

Product update Jan 7, 2020 . We also invite you to join us in the Totango Community for best practices and tips and tricks from customers like you. . Happy New year! I hope you all had a great time celebrating the new year with friends and family. . At Totango, we’re also celebrating our first release of the year.

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Best practices Enterprise Accountability 65

CCNG

MARCH 16, 2022

In 2020 during a world pandemic, we had the crazy idea to start our own podcast. He brings a 40-year track record of transformation and consulting in contact centers and digital channels - engaging some of the top brands in the world with CRM and CX best practices.

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Contact Center CCNG Best practices Consulting 195

JivoChat

JUNE 7, 2021

Numbers from Adobe’s 2020 Digital Economy Index indicate that 8% of customers make up 41% of e-commerce store’s revenue. However, the methods above are a solid foundation for your business or brand’s customer interaction management process and can help engage all kinds of consumers, especially when following a few best practices.

Best practices 52

Best practices Chatbots Customer retention Surveys 52

CCNG

JULY 12, 2020

March 20, 2020. March 15, 2020. March 18, 2020. So I’ve done my best to provide some real, practical advice on how you can manage the Coronavirus/COVID19 in your contact centre. February 12, 2020. The plan should include the following high-level practices. March 18, 2020.

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Contact Center CCNG Best practices Government 221

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. From escalations to everyday responses, make sure that your employees know the best practices for helping customers. The post Best Practices for Small Business Customer Service in 2021 appeared first on Comm100.

Best practices 52

Best practices Customer Service Customer retention Morale 52

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report. When: Today, 30 September 2020.

Consulting 62

Consulting Consulting Marketing Customer Service 62

Up Your Service

FEBRUARY 8, 2020

We are honored and pleased to share our founder, Ron Kaufman , has been awarded the #1 ranking Customer Service Global Guru in 2020, 2019, and 2018. THANK YOU for everything you do to uplift the spirit and practice of service in our world. May 2020 be filled with fulfilling experiences and for us all.

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Customer Service Best practices Customer Experience 69