Beyond Philosophy

APRIL 30, 2020

However, the Physiological isn’t the only area affected by the COVID-19 pandemic. We discussed how these times affect our behavior on a recent podcast , and not just as customers. Some of the human behavior in this crisis is wonderfully uplifting and inspiring, and some of it is jaw-droppingly bad.

Consulting 404

Consulting Consulting Healthcare Advertising 404

Eptica

SEPTEMBER 16, 2020

Author: Pauline Ashenden - Demand Generation Manager 2020 has been a turbulent year for everyone – but what has been the impact on customer experience in general, and contact centres in particular? At a time when customer experience and reassurance has been vital, how well has CX coped, and what lessons can be learnt for the future?

Customer Experience 127

Customer Experience Contact Center Marketing Management 127

Beyond Philosophy

FEBRUARY 1, 2021

Covid-19 accelerated even more a shift that has been gradually forming for over 10 years. Through COVID-19, the triple bottom line of people, profit, and the planet has become more important than ever. . 56% say environmental and social practices of a company have an impact when choosing to buy from them.

Marketing 369

Marketing Consulting Consulting Construction 369

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. Written by Nick Glimsdahl. Changing Expectations.

contact center solutions 266

contact center solutions Morale Contact Center call center solutions 266

Outsource Consultants

MARCH 9, 2023

During the COVID-19 pandemic, work-from-home models spread throughout the call center industry. Some BPO providers were fortunate enough to have a remote work infrastructure in place before the COVID-19 pandemic, but many had to quickly adapt to new quarantine regulations. The first is to offer a dedicated lounge space.

Morale 128

Morale outsourcing Call Center Entertainment 128

Aspect

MARCH 17, 2020

The COVID-19 pandemic is challenging many of our conventions every day. We are going to keep our COVID-19 response plan simple. Airlines, health care, communications and banking are just some examples of the many industries that impact our lives every day. That’s what makes this community special.

Chief Customer Officer 124

Chief Customer Officer Airlines Banking Contact Center 124

PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. Yes and no). Yes, before NPS.

Surveys 121

Surveys Feedback Consulting Consulting 121

Outsource Consultants

OCTOBER 13, 2020

If you read the blog title and thought, “Great! The entire BPO industry has been turned upside down by COVID-related ramifications , and it’s a complex assessment of which regions are doing better than others. Linguistic and cultural barriers can disrupt business continuity and impact customer satisfaction if they’re glaring.

outsourcing 128

outsourcing Call Center Contact Center Marketing 128

Totango

JUNE 26, 2020

The COVID-19 pandemic increased the risk of customer churn across almost every industry. COVID-19’s effect on customer churn may have already begun, but there is still plenty you can do to increase customer engagement and retain the customers you have worked hard to win. Recovering from the Effects of COVID-19.

SaaS 93

SaaS Customer retention Best practices Telecommunications 93

Nuance

DECEMBER 16, 2021

The long-tail impacts of the COVID-19 pandemic have persisted for millions, leading to significant staff shortages, increasing feelings of burnout, and creating huge shifts in how care is delivered to patients. Visit Nuance's What's next blog to see the full content. This is a summary.

Healthcare 85

Healthcare 85

Fonolo

JULY 7, 2020

The COVID-19 pandemic has impacted industries worldwide, but few others are feeling the heat like the healthcare industry. A crisis communications plan may seem like a make-work project at the time of conception, but the recent COVID-19 pandemic has proven just how important it is to have one in place for your organization.

Call Center 112

Call Center Healthcare Management Technology 112

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. So hold on to your customers and have a look at some expert tips to engage customers during COVID-19. Tips for Customer Engagement in COVID-19 Outbreak.

Surveys 128

Surveys Customer Support Marketing Customer centricity 128

Monet Software

MARCH 10, 2021

The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. We’re all adapting since COVID-19 struck, maybe better than we initially expected. Resilience concerns will remain after COVID-19. Here’s why.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

ShepHyken

MAY 4, 2020

My Comment: Not everyone reading this TOP FIVE round up is in retail, but this article, while totally focused on retail, should make us think about how we “reopen” to our customers as we put COVID-19 behind us. Our customers have been impacted in a way that has them thinking and behaving differently.

Customer Service 239

Customer Service B2C B2B Contact Center 239

Monet Software

DECEMBER 17, 2020

How COVID-19 changes the SMB contact center hiring process—and how it doesn’t. Maximizing hiring impact was already challenging for many SMB contact centers, even before COVID-19. Maximizing hiring impact was already challenging for many SMB contact centers, even before COVID-19.

Call Center 118

Call Center contact center workforce Contact Center Employee engagement 118

Eptica

MARCH 19, 2021

Date: Friday, March 19, 2021 Author: Guest Author: Dr Nicola J. Millard Understanding the impact of the pandemic on customer experience. Published on: March 19, 2021. Millard COVID-19 has changed customer needs and expectations – how can companies ensure they are delivering the right levels of service moving forward?

Customer Experience 72

Customer Experience Marketing Customer Service 72

CSM Practice

MAY 13, 2020

CSM Practice is now in its third week observing possible changes with the COVID-19’s effects on customer success management through our weekly survey. Our goal is to take the temperature of how Customer Success teams are impacted by the Coronavirus crisis. READ our Customer Success BLOG. (Week of May 10, 2020).

SaaS 83

SaaS Surveys Management 83

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. Written by Nick Glimsdahl. Changing Expectations.

contact center solutions 182

contact center solutions Morale Contact Center call center solutions 182

delighted

MAY 15, 2020

In 2020, we immediately think of the healthcare professionals and essential workers who stand on the front line of the COVID-19 pandemic, risking their health every day for those in need of their care. When you think of a hero, who comes to mind? Sweetgreen. You can donate here to help in reaching their new goal!

Healthcare 75

Healthcare Customer Experience Government Transportation 75

Comm100

JUNE 25, 2020

First, the COVID-19 pandemic revealed the need for companies to keep business going responsibly. Many businesses have had to close due to shutdowns over the COVID-19 pandemic. The whole world is currently in a very precarious and delicate situation. However, making the right moves today is easier said than done.

Customer Service 52

Customer Service B2B Sales Customer Care 52

VirtualPBX

SEPTEMBER 19, 2023

In this blog post, we’ll delve into the world of VirtualPBX business phone plans and explore why our innovative approach has earned them industry recognition, including the most recent accolade of the 2023 TMC Teleworking Award. Recognized for our cutting-edge approach, VirtualPBX is changing the way companies approach communication.

Telecommunications 105

Telecommunications Enterprise Marketing Personalization 105

Eptica

DECEMBER 3, 2020

Author: Pauline Ashenden - Demand Generation Manager As contact centres come to terms with the disruption caused by COVID-19, what are the trends to focus on in 2021? Click here to read all about these five in-depth predictions in this post on our parent company Enghouse Interactive’s blog. Share this page on: Tweet.

Analytics 72

Analytics Marketing Technology Management 72

Aspect

JUNE 4, 2020

In the May 2020 Business Continuity in the Contact Center study , Aberdeen defines business continuity as the ability to weather sudden changes impacting contact center and broader business activities. The most recent and relevant example of such sudden changes impacting organizations is the COVID-19 pandemic.

Contact Center 139

Contact Center Average Handle Time Self service Airlines 139

ProProfs Blog

JUNE 5, 2020

The COVID-19 pandemic has pushed businesses to dodge bullets and the global economy is in dire straits. The good news is that CX experts from big brands are ready to spill the beans with their valuable customer service tips during COVID 19. However, amid the gloomy dark clouds, there seems to be some ray of hope.

Customer Service 214

Customer Service Customer centricity Metrics Customer Support 214

Comm100

MAY 25, 2022

In this article, we’ll look at some of the new challenges that have emerged to impact contact centers. Experts agree that the Covid-19 pandemic and its fallout has drastically changed our world. These changes have occurred across industries and have accelerated the adoption of new technologies.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52

Acquire BPO

SEPTEMBER 18, 2023

Acquire BPO proves once again how much it values its people by being recognized for its efforts in ensuring all employees remain safe, healthy and employed during the COVID-19 pandemic. Considered as the world’s premier business awards, it attracts more than 12,000 nominations each year from as much as 70 nations.

Government 52

Government Customer Experience 52

Calabrio

JUNE 29, 2020

When nominations opened for the 2020 Star Tribune Top Workplace rankings in January, no one anticipat ed the changes that would impact us, come March. In just two months, our focus on nurturing a human-centric workplace faced an entirely new challenge when we pivoted to a 100 percent work-from-home model due to COVID-19. .

Best practices 105

Best practices Employee engagement Consulting Consulting 105

Eptica

APRIL 30, 2020

Date: Thursday, April 30, 2020 Author: Pauline Ashenden - Demand Generation Manager Caring for your customers during COVID-19. That means any initiatives that you launch might not have the impact on customer service that you expect and will need to be fine-tuned or even stopped completely. Published on: April 30, 2020.

Self service 74

Self service Best practices Morale Banking 74

CSM Practice

MAY 13, 2020

In the wake of Covid-19 pandemic, businesses are struggling to adapt to the resulting economic downturn. At CSM Practice, we are following the Covid-19 situation and its impact on customer success closely. Only conduct surveys about Covid-19 if it helps you drive more value. 1. Be Customer-Centric.

Best practices 128

Best practices SaaS Customer centricity Finance 128

ProProfs Blog

APRIL 30, 2020

As the world gradually adapts to the current COVID-19 pandemic and more and more people move indoors to practice social distancing, businesses, globally, are faced with a dilemma- to either make necessary changes and survive or completely shut down operations. Have a Dedicated COVID-19 Page. Image Source: Amazon.com.

Entertainment 147

Entertainment Finance Customer Support Government 147

TeleDirect

MARCH 9, 2023

Learn about the latest trends in work-from-home call centers since the onset of the COVID-19 pandemic. Find out how companies are adapting to this new remote work model and how it impacts the customer service industry. This has had a significant impact on a lot of industries. In the call center industry, it’s been great.

Call Center 62

Call Center outsourcing Technology Analytics 62

Monet Software

JANUARY 20, 2021

Since 2007 Pelorus Associates has authored 19 comprehensive reports on WFO applications. and even global economies are in a state of upheaval due to the impacts of the Covid-19 pandemic. Most of these included a recommendation that vendors expand their market reach to encompass small to medium businesses. Census Bureau).

contact center workforce 118

contact center workforce Contact Center Service level Engineering 118

Talkdesk

APRIL 1, 2020

In my previous blog , I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis. If there was ever a compelling event, COVID-19 is it. Why not embrace the opportunity?

Call Center 105

Call Center contact center solutions Contact Center Cloud contact 105

Aspect

MARCH 18, 2020

The global spread of the COVID-19 coronavirus is a developing situation that we are watching closely and reacting to on a daily and sometimes hourly basis, both as an organization and on a personal level. The impact of this virus is being felt by all markets and industries. ed.berndt@aspect.com.

Technical Support 95

Technical Support Customer Care Contact Center Technology 95

delighted

MAY 15, 2020

In 2020, we immediately think of the healthcare professionals and essential workers who stand on the front line of the COVID-19 pandemic, risking their health every day for those in need of their care. When you think of a hero, who comes to mind? Sweetgreen. You can donate here to help in reaching their new goal!

Healthcare 54

Healthcare Customer Experience Government Transportation 54

Enghouse Interactive

JANUARY 5, 2021

In this post, we highlight some of the key developments of last year in a review of our top blogs from 2020. It’s an understatement to say that 2020 was a year of huge change everywhere. Optimising for contact centre remote working. This post discusses four areas to focus on to optimise remote working in the contact centre for the long term.

Self service 40

Self service Service level Technology Customer Service 40

Certified Languages International

JUNE 22, 2020

While experts are making predictions of a second wave of COVID-19, or even a second peak , nothing is definitive. We need to begin asking how we can better prepare for the future of language access under COVID-19, and how changes we make now might improve our level of patient care in a post-pandemic world.

Healthcare 69

Healthcare Technology 69