Thu.Nov 05, 2020

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How to Prepare Your Call Center for Shopping Season 2020

Fonolo

This year, the holidays are going to look very different from the past. With change and uncertainty looming thanks to the COVID-19 pandemic, you can count on one thing for sure — that your customers will be leaning heavily on your customer support team. Call spikes and high customer demand are overwhelming enough on a typical day, but the holidays have a way of cranking up the intensity for call centers.

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Diagnosing Customers’ New Behavior During the Pandemic

Beyond Philosophy

The last time you looked up product reviews, which ones did you notice first, 5-star, or 1-star? Also, how many 5-star reviews does it take to offset a 1-star review? Probably more than one. Today, I’m talking about why that is, and it comes down to two words that describe our instinctive behavior: Negativity Bias. We discussed Negativity Bias on a recent podcast.

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A Recipe for Success That Always Works – Tip #22

Steve DiGioia

Recently, I was asked, “what makes one business successful when another similar business fails”. Well, there are many reasons but here is the foundation of success for any business. I like to call it “ a recipe for success that always works ”. Here is My Recipe for Success. Hire the best people, people with a customer-first mindset. Search for the candidates that are goal-oriented and “teachable”.

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What do you do when you can’t give the customer what they want?

Myra Golden Media

A Subscriber (actually a few subscribers) asked me, “What do you do when you can’t give the customer what they want?” This video is my first answer to that critical question. I’ll be sharing more tactics for what to say when you can’t give the customer what they want, but this video is enough to get you started. For more ideas like this, sign up for my blog.

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The 2023 Verint Experience Index: Retail

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

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Inside View: PFS

Contact Center Pipeline

Like so many companies, PFS’ customer care team had to make the quick shift from a fully on-premise operation to a work-from-home model during the coronavirus pandemic shutdown. Also, like many companies, the global provider of e-commerce services had been considering a work-from-home initiative for the contact center for several years but had not yet […].

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How To Build a Powerful Black Friday Text SMS Campaign?

JustCall

This November, the SMS marketing competition intensifies yet again as Black Friday knocks at the door. But this year, Black Friday is going to be really innovative as compared to the previous years. With more online traffic than ever, text marketing will be attracting more buyers(Don't forget the open rate!). So, here we take you through how to run a powerful Black Friday text campaign for your business.

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Understanding The Challenges Telco's Have Faced During COVID-19

Spearline

In a recent interview with Moshe Beauford, technology journalist for UCToday, Dan Hayes, Spearline’s Chief Customer Officer, got the chance to answer some pivotal questions about the challenges telecoms providers have faced during the novel Coronavirus. Dan kicked things off by stating that all the difficulties seen by the telecommunications industry during the COVID-19 period have been unprecedented.

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Building Support from the Ground up at Omnisend [Podcast]

Nicereply

What are the qualities of your first hire in support? Where do you focus your energy? And how does this team evolve? You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. In the early days at most companies, support is done directly by a founder or a developer. The main focus is to keep customers happy and allow them to keep seeing value.

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Why you need to see things from your customer's perspective

Toister Performance Solutions

Was it one friction point or 18? That's the question from a recent furniture buying experience. One seems minor, while 18 feels egregious. The answer depends on your perspective. I don't want to name the company, so let's just call them "Ceramics Shed." From their perspective, there was one service failure. Ceramics Shed issued a partial refund on shipping due to a misunderstanding over the delivery process.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Do You Have A CRM or a System of Record…And What’s the Difference?

LiveVox

Details about your customers are imperative for establishing and maintaining a relationship with them. CRM software takes what was once a contact card with a few bits of information scrawled in the margin to a cohesive portrait of customers based on data. A CRM puts information about your customers into a well-organized data warehouse right […].

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Navigating shifting regulations now a priority for CMIOs

Nuance

At the recent Health Management Academy’s (HMA) Chief Medical Information Officers (CMIO) meeting, a good portion of the discussion centered on the changing landscape of regulations and even more changes from CMS and ONC that are on the horizon. So, what changes are forthcoming? How do we keep up as an industry, and where do [.] The post Navigating shifting regulations now a priority for CMIOs appeared first on What’s next.

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Automate SMS Marketing With VirtualPBX Webhooks

VirtualPBX

The release of our Business SMS feature can easily ramp up your SMS marketing goals. By taking advantage of Webhooks , you can automate notifications for the receipt of every text message sent to your business. Your teams will have quick access to those messages and the phone numbers of your customers – allowing them to reply and properly engage with contacts.

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3 ways Conversational AI will Transform Revenue Cycle Management

Interactions

A myriad of internal hurdles and immense pressure to do more with less, while still improving performance is a story all too familiar to Revenue Cycle Management (RCM) companies. Balancing the best interests and prioritizing the needs of employees, treating patients with empathy and kindness, and reducing the cost to collect debt, each require their own strategic initiatives to make progress.

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The Open CCaaS Advantage Report

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.

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ConcentrixCX Digital HealthCheck

Concentrix

Get insights to guide your digital experience strategy. The post ConcentrixCX Digital HealthCheck appeared first on Concentrix.

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Remote Work Turns Work Upside Down

Working Solutions

As we near the end of 2020, the coronavirus pandemic wears on as business keeps on. The virus forces us to work in different ways and in virtual spaces. Wide open and far apart.

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4 Easy Steps for Building an Internal Knowledge Base

Comm100

Access to information is key to the success of any customer service team, whatever channel you use. But for this success to happen, this information can’t be siloed. For your company to thrive, your departments and the teams that comprise them must be on the same page at all times. For customer service, that means collecting, centralizing, and sorting important information into a well-crafted internal knowledge base.

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How Should I Document Processes In My Call Center So Reps Use My Guides?

ScreenSteps Call Center

Tell me if this sounds familiar. You were hired/promoted to be a call center supervisor or manager and handed a bunch of spreadsheets or PDFs with your protocols and procedures on them. You didn't create them, but you're now responsible for keeping them up to date. Or maybe you're in this boat. You were hired/promoted to be a call center supervisor or manager and had NOTHING to work with.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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What did we learn from the ‘Future of CX’ debate?

5CA

If you were not able to attend “CX Strategy: What now?”, our panel debate from last week, then here it is. An insightful, thought-provoking hour with industry gurus Mark Hillary, Stephen Loynd, Peter Ryan and our own Robert Van Diem. Here are some of the themes that really stood out for us.

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Cincom® and Purely CRM Announce Partnership

Cincom

Delivering a better way to configure, price and quote complex products and services for Microsoft Dynamics 365 CRM users. Cincinnati, OH (November 5, 2020) – Cincom Systems, Inc., a global supplier of enterprise software solutions, announced today that it has entered into a partnership with Purely CRM to implement CPQSync by Cincom. Purely CRM consultants help their customers transform their businesses with Microsoft Dynamics 365 CRM.

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The power of Knowledge-Centered Service (KCS)

Knowmax

The power of Knowledge-Centered Service (KCS).

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Nov 5 – Customer Success Jobs

SmartKarrot

Role: Regional Vice President – Customer Success Location: Remote, United States Organization: Innovaccer As a Regional Vice President of Customer Success, you will manage relationships and constant touch-points with customer executives. Identify and communicate opportunities for customers and realize value generated from Innovaccers products and services.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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The Do’s and Don’ts of Agent Scorecards

SharpenCX

Regular doses of agent feedback are like taking daily vitamin C. Each dose puts your agents on track for healthy performance. And, with every piece of feedback you give, your agents get stronger. You see, I’ve taken this year to focus a ton on my health and wellness. I let problems bubble up rather than doing the preventative work to ensure a healthy life.

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12 Text Message Template Samples for Black Friday Promotions

JustCall

Black Friday is around the corner and the market is going to be ripe with amazing deals! So, what's the best way to cut through the noise and reach customers? SMS, with an open rate of 85% makes for a great channel. In this blog, we will take you through 12 customizable text message template samples you can use in your SMS marketing campaigns for Black Friday.

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Looking to reduce customer effort? Do these three things first

Tethr

Reducing customer effort can feel like a monumental task, especially for big companies with legacy business processes, policies, systems, or companies in regulated industries. But these first three steps will get CX and customer care leaders started quickly and effectively. The most frequent question I get after presenting the research that went into The Effortless Experience is, “where do we start?”.

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Top Tools for the Busy Business Owner

CSM Magazine

No matter what size business they own, every entrepreneur has numerous tools they rely on to help them run said business. However, with new and improved tools cropping up seemingly all the time and so many to choose from, how do you know which ones you really need? With this shortlist of the best new tools for the busy business owner, you’ll have a better idea of how to save yourself time, money, and headache.

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Contact Center Dialers Demystified

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.

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SOC 2 Type II Compliant Live Chat Software: What You Need to Know

Comm100

You want to provide the best and most accessible service to your customers, so you offer live chat support to provide quick, accurate and personalized answers to their questions. But even in a world of instant satisfaction, it’s important to take a moment and make sure that your live chat software provider has taken the necessary measurements to keep your customers’ sensitive information safe.

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Wireframe Testing: One Test Case, Unlimited Tests

Cyara

Imagine writing a single Cyara test case and being able to use it to test any application you wanted. Imagine a single test case that would allow you to start with a test case written for one language and quickly support dozens of languages. All this is possible and more when you understand the concept of a test case built using a wireframe model.

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7 Lessons from Gartner’s AI Hype Cycle 2020

Babelforce

Gartner’s 2020 AI hype cycle has a lot of encouraging things to say about the state of the tech. Some of the key takeaways include: Investment in AI has remained steady in 2020, even accelerating in one-third of cases AI leadership is coming from the very top with CEOs often taking ownership of new projects There may be ‘Sci-Fi’ applications around the corner… but Gartner recommends focusing on the here and now. #1 AI investment has weathered Covid disruption.