Talkdesk

JULY 1, 2020

Many customers prefer and expect different digital communication channel options depending on the context. It may be most convenient to text while in the doctor’s waiting room or to email customer service when there’s a more complex issue. Even before the coronavirus outbreak, companies already experienced an average of 1.5 million customer conversations a year through digital channels — a number that is only expected to grow in the coming months.

Contact Center 118

Contact Center contact center solutions Chatbots voip 118

Contact Center Pipeline

JULY 1, 2020

The 1966 hit, “Hold On, I’m Comin’,” was recorded by Sam & Dave and written by Isaac Hayes and David Porter. I know for a fact that they weren’t referring to actually “being on hold.” However, with lyrics like “reach out to me for satisfaction; call my name for quick reaction,” one can start to […].

Contact Center 189

Contact Center Call Center Management 189

Wowdesk Blog

JULY 1, 2020

Every customer support team goes through a stage where the number of emails adds up into hundreds every day, and the need for a new process originates. . There are different strategies to decide the addressing order of tickets. A lot of factors influence the decision, such as subject, paying or free users, agreements of service your team has, rules, skill sets of team members, and many more. .

Customer Support 52

Customer Support Management Self service Engineering 52

ShepHyken

JULY 1, 2020

I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. This research came from OnePoll on behalf of DaySmart Software. They surveyed 2,000 Americans and found that in many businesses, customers are more loyal to the employee—so much so that almost half (48%) will follow their favorite employee if they leave to work at a competing business.

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Self service Consulting Consulting Surveys 397

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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

JULY 1, 2020

Customer Service Specialist is one of 10 jobs identified as having the most significant number of job openings*, have had steady growth over the past four years, pay a livable wage, and require skills that can be learned online. Here is a no-cost learning path with four of my LinkedIn Learning classes , to help you 1)build rapport, 2)control conversations, 3) create positive conversations with challenging customers, and 4) de-escalate intense interactions.

Customer Service 317

Customer Service Customer Experience 317

SharpenCX

JULY 1, 2020

We’ve all been there. You get an email from someone you work with and something doesn’t sit right. Was that word choice just a coincidence? Or, are they annoyed with me? Those absent, non-verbal cues are hard to interpret. It’s often difficult to gauge how your relationship is going with coworkers when you’re limited to online interactions. And, if something does start to derail your relationship, you don’t have the benefit of informal office interactions to build rapport and re-establish trust.

Contact Center 137

Contact Center Management call center workforce Morale 137

CX Accelerator

JULY 1, 2020

Written by Nick Glimsdahl. We find ourselves in unprecedented – certainly, the word of the year – times. While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. One question asked repeatedly in this season is, “When will we return to normal?” But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to.

contact center solutions 182

contact center solutions Morale Contact Center call center solutions 182

Myra Golden Media

JULY 1, 2020

I hope you’re safe and well. I’m sitting on my patio bursting with excitement to be telling you I’ve partnered with Microsoft and LinkedIn to help millions of jobseekers reskill to pursue customer service roles. Do you realize that right now, there are over 1.8+ million job openings for customer service positions (customer service specialist, customer satisfaction, CRM, and Admin analysis)?

CRM 78

CRM Customer Service Customer Experience 78

NICE inContact

JULY 1, 2020

The past few months have presented huge challenges for businesses and employees around the world, including the disruption for many to a work-from-home environment. While the majority of contact centers are well past the initial hurdle of providing agents access to work from, it was no easy feat as many didn’t have an agile infrastructure that supported a seamless transition.

Contact Center 62

Contact Center Customer Experience Best practices Call Center 62

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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

Surveys

GetFeedback

JULY 1, 2020

Simplified CX YouTube series episode on customer journey mapping for B2B and B2C companies.

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Journey mapping B2C B2B 78

TeamSupport

JULY 1, 2020

Part 1 of this blog series explored the meanings of and differences between customer sentiment analysis and Customer Distress Index (CDI™)— customer sentiment analysis uses text to indicate a positive or negative tone to the communication and the TeamSupport CDI uses data to indicate whether a customer may be satisfied or frustrated. But why should B2B customer support teams pay attention to customer sentiment and CDI?

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B2B Contact Center Customer Support Self service 59

GetFeedback

JULY 1, 2020

Simplified CX YouTube series episode on the effortless experience concept.

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Nuance

JULY 1, 2020

For many customer service organizations, the response to COVID-19 began as a frantic sprint. But as the weeks have passed, it’s become clear this is a marathon. And as every runner knows, if you want to succeed over long distances, it pays to have a plan. Forrester Research has published a framework to provide that [.] The post How to tool-up your contact center in step with Forrester’s COVID-19 response plan appeared first on What’s next.

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Contact Center Customer Service Enterprise 55

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.

Customer Experience

C Space

JULY 1, 2020

The Brand Move Roundup – July 1, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Three months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.

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Banking Advertising Finance Sales 52

inSided

JULY 1, 2020

It's Episode 5 of the inSide Scoop, and time for another customer spotlight! A must-listen for any gamers out there. Huge congrats to the folks over at Shadow who went live with their new inSided community and gathered over 4000 users within their first 24 hours! In this episode, Ben interviews Shadow's Head of Community, Luc Hancock , and Product Manager, Chris Lindsey , about their onboarding experience and how they were able to see success so quickly.

Management 52

Management 52

ChaseData

JULY 1, 2020

With the COVID-19 outbreak well under way, many call centers are dealing with much higher call volume than normal, as customers and citizens call into businesses and organizations to inquire about how they are handling the outbreak at their physical locations (think retailers, medical facilities, banks, etc.). Questions about safety measures, protective equipment rules, etc. are often the source of the increased volume, while at the same time, call centers are struggling to transition staff to W

Call Center 52

Call Center Banking Management 52

Spearline

JULY 1, 2020

"Spearline helps us monitor our call quality and makes us aware of any issues that our customers might report." Bud Lee. Director, Software Quality Engineering at 8X8. Whenever we ask our customers what’s the most valuable benefit that Spearline provides, of the many reasons provided, “real-time alerts” is the response we hear most often.

Management 52

Management Telecommunications Benchmark Healthcare 52

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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.

Self service

Jon Arnold

JULY 1, 2020

As with last month, the writing output has been light, but other things have definitely been keeping me busy. Not much else to say, or share, but here’s the roundup. Enabling Businesses to Extend Communications Beyond Legacy Telephony , Digitcom website (registration required), June 19 Re-evaluating Budgets to Provide UC Devices to Home Workers , TechTarget, June 18 How Can Speech Recognition Technology Support Remote Work?

Technology 45

Technology 45

Spearline

JULY 1, 2020

"Spearline helps us monitor our call quality and makes us aware of any issues that our customers might report." Bud Lee. Director, Software Quality Engineering at 8X8. Whenever we ask our customers what’s the most valuable benefit that Spearline provides, of the many reasons provided, “real-time alerts” is the response we hear most often.

Management 52

Management Telecommunications Benchmark Healthcare 52

ChaseData

JULY 1, 2020

Call Center 40

Call Center 40

SmartKarrot

JULY 1, 2020

Role: Platform Partnership Manager Location: Newyork, US Organization: Stripe Stripe is looking for someone who can manage their existing partners and identify new opportunities to expand and grow the relationships. Lead all aspects of deal execution, from business case development to deal structuring and negotiating, with support from team leads. Collaborate internally with key stakeholders including marketing, sales, product, engineering and legal in order to ensure software adoption as well a

Engineering 10

Engineering Enterprise Customer advocacy Sales 10

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!

Feedback

Tethr

JULY 1, 2020

Businesses have been creating new capabilities to advance efficiencies and experiences for years. Most of the time, such changes take months or even years to implement. In the wake of COVID-19 , organizations have had to respond to pressing needs much faster. Practicing agile CX, (whether or not companies realize they’ve been doing this), has saved many organizations from critical business loss. .

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Customer centricity Feedback Customer Experience Best practices 116

SmartKarrot

JULY 1, 2020

As B2B companies are on the verge to innovate their respective business models, they have come to learn more about the interminable power the customers have. With the convergence of data availability and business needs, these innovators are taking a notch up beyond the mundane support and service and proactively driving enterprise customer success. To ensure that your customers achieve their actual desired outcomes, it is you who has to work them towards the goal.

Enterprise 10

Enterprise SaaS Accountability Metrics 10

CSM Magazine

JULY 1, 2020

Bryan Horn talks standards and why he believes it is essential to have a dedicated director with a customer-first mindset leading your customer service operation. I must admit that I am a fan of world-famous British chef Gordon Ramsey. Sure, I know that a lot of what happens on his shows is scripted to make good television. Yes, he can be overbearing, condescending, and boorish.

Customer Experience 52

Customer Experience Automotive Scripts Customer centricity 52

SmartKarrot

JULY 1, 2020

Source. With a subscription based business model, it is of utmost important that you provide a delightful customer experience in every interaction with your clients. That is the only way to make sure that your client stays for long term with your business. Getting started with a client in the right way is most important in building a long lasting relationship with clients.

Technical Support 10

Technical Support Accountability Upselling CRM 10

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

Journey mapping

Skybridge

JULY 1, 2020

When your customers reach out to you with a question or a problem, you know they’re expecting a clear, accurate, efficient response. If you can’t meet those expectations, the future of your customer care operation – and your brand – looks pretty bleak. But you also know something else, something that’s come into much sharper focus since COVID-19: accuracy and efficiency are really just table stakes.

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Customer Care Surveys Chatbots Customer Experience 52