Acquire BPO

MAY 18, 2021

Acquire BPO is proud to announce that Ivy Paraluman De Borja , VP of People and Culture, has been elected to the Contact Center Association of the Philippines (CCAP) HR Council. The post Acquire BPO’s Ivy Paraluman De Borja joins the CCAP HR Council appeared first on Acquire BPO. Congratulations, Ivy! AcquireProud.

contact center associations 98

contact center associations Government Employee engagement Contact Center 98

Aspect

JULY 15, 2019

D esde os primórdios da humanidade, as pessoas têm se empenhado na busca convincente de tornar a vida mais fácil para si mesmas. Buscamos instintivamente formas de realizar nossas tarefas diárias de maneira s melhor es e mais eficiente s do que no dia anterior. Essa inovação simples facilitou nossas vidas.

Morale 64

Morale Contact Center Gamification Chatbots 64

Aspect

JUNE 18, 2019

Yogi Berra não sabia muito sobre contact centers, mas parece que ele teve uma grande visão da primeira fase do processo de planejamento da força de trabalho quando disse: “É difícil fazer previsões, especialmente sobre o futuro.”

Contact Center 91

Contact Center Marketing Management 91

Myra Golden Media

MAY 21, 2020

They fear they won’t be able to diffuse anger and de-escalate. ” Need more help with de-escalation? As a certified Master Crisis Prevention and De-escalation Instructor, I have the expertise to guide you through the COVID-19 stressful encounters you’re sure to have with customers.

Personalization 316

Personalization Management Customer Service Customer Experience 316

Aspect

MAY 6, 2019

Ganhando o trono de ferro da experiência do cliente. A última temporada de Game of Thrones começou e tem sido considerada a estreia de televisão mais esperada de todos os tempos. Que lições podemos aprender do mundo de Westeros a partir de uma perspectiva da experiência do consumidor? Concorrência acirrada.

Contact center software 66

Contact center software Contact Center Technology Customer Experience 66

Myra Golden Media

MARCH 6, 2019

Kelly and Gayle King are on my blog today – “It wouldn’t do any good if we both got hysterical, or if we both got very emotional.” .” And to that observation, Gayle rationalized, “It wouldn’t do any good if we both got hysterical, or if we both got very emotional.”

Customer Experience 236

Customer Experience Personalization Call Center 236

CSM Magazine

APRIL 20, 2022

In our last blog , we asked the question ‘what does wellbeing really mean?’ 3 ways to de-stress the workforce. Today’s WEM solutions offer the perfect de-stressing tool for agents, operational supervisors and senior managers. Use them to enhance staff engagement, optimise contact centre performance and boost profitability: 1.

Technology 52

Technology Coaching Analytics Enterprise 52

ShepHyken

MARCH 23, 2018

Training employees to listen to customers, acknowledge a problem, and take corrective steps can de-escalate a volatile situation. The post Guest Blog: Lead with Communication to Reduce these 5 Revenue Leaks appeared first on Shep Hyken. When announcing any news, be authentic, provide details, and prepare for potential backlash.

Airlines 204

Airlines Morale Benchmark Marketing 204

Acquire BPO

MAY 18, 2021

Acquire BPO is proud to announce that Ivy Paraluman De Borja , VP for People & Culture, PH, has been elected to the Contact Center Association of the Philippines (CCAP) HR Council. The post Acquire BPO’s Ivy Paraluman De Borja joins the CCAP HR Council appeared first on Acquire BPO. Congratulations, Ivy! AcquireProud.

contact center associations 52

contact center associations Government Employee engagement Contact Center 52

Cisco - Contact Center

MARCH 21, 2024

Cisco’s Portfolio Explorer for industries builds the bridge between our customer’s de… Read more on Cisco Blogs Are you a Cisco customer or partner looking to learn more about the manufacturing products and solutions we offer?

Enterprise 63

Enterprise 63

Aspect

OCTOBER 17, 2019

Aspect apresenta ferramentas para a força de trabalho e Experiência do Consumidor CX no CMS 2019. Em parceria com a Resolutte, gigante americana de software apresenta ferramenta para a indústria do atendimento ao consumidor e novas formas de colaboração, interação e networking. O CMS ocorrerá nos dias 23 e 24 de Outubro.

B2C 56

B2C Contact Center B2B Chatbots 56

Cisco - Contact Center

JUNE 23, 2023

Antoine de Saint-Exupéry, poet, author, and WWII hero fighter pilot, once said, “ A goal without a plan is just a wish. All the goalposts in the world won’t help if you don’t have a plan… Read more on Cisco Blogs It’s so true.

98

98

CSM Magazine

JANUARY 24, 2019

Repeating your customer’s last three words de-escalates things because you’re acknowledging the customer’s situation and giving them a chance to provide you with the details they’re anxious to share — the acknowledgment + detail sharing work to get people to calm down without even realizing what’s happening. About the Author.

Consulting 68

Consulting Consulting Customer Service Customer Experience 68

Aspect

AUGUST 23, 2018

3 Trucos fáciles de Don Quijote para enfrentarse al Servicio al Cliente. “En Aunque parezca complicado y sin robarle el sueño al CEO de la empresa ni a Cervantes, podemos cambiar esta dinámica con 3 simples trucos. Responde las preguntas antes que te las hagan…evite los molinos de viento. Qué gigantes?

Scripts 54

Scripts Marketing Customer Experience 54

Aspect

MARCH 16, 2021

Nossa Série de Parceiros em Destaque entrevista os principais parceiros da Aspect em todo mundo e destaca o impacto nas experiências de agentes e clientes. No dia 01 de março anunciamos a disponibilidade de Aspect® Via no Brasil e hoje destacaremos a iLink Solutions, que está pronta para trazer Aspect Via para a região.

Contact Center 118

Contact Center 118

NobelBiz

JANUARY 8, 2020

We've got the best de-escalation techniques for customer service. The post 3 Proven De-Escalation Techniques for Customer Service appeared first on NobelBiz®. When a customer's got you down, you have to make an effort to get back up! Also lots of advice that's useful in life in general!

Customer Service 45

Customer Service 45

kommunicate

JANUARY 11, 2023

Last Updated on January 12, 2023 For most parts of the world, WhatsApp is the de facto messaging app. The post A Comprehensive Guide To WhatsApp Bulk Messaging appeared first on Kommunicate Blog. The post A Comprehensive Guide To WhatsApp Bulk Messaging appeared first on Kommunicate Blog. As of 2022, WhatsApp [.].

89

89

BlueOcean

APRIL 24, 2024

What are the measures of success for your DE&I initiatives? And how have their efforts shifted as remote work has become more common? In most, if not all, cases, the contact center RFP should include a robust standalone data security and privacy assessment—a blog topic unto itself.

Contact Center 71

Contact Center outsourcing Government Customer Care 71

Aspect

MAY 7, 2020

La pandemia de COVID-19 ha creado desafíos comerciales en todo el mundo. Con los rápidos cambios en el funcionamiento de las organizaciones, ha quedado claro que para prosperar, las empresas deben reinventarse. . The post Aspect Coffee Session appeared first on Aspect Blogs. The Aspect Coffee Sessions te puede ayudar!

86

86

Beyond Philosophy

AUGUST 13, 2015

For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. One of De Pree’s most memorable quotes, for example, is “The first responsibility of a leader is to define reality. Scott Peck.

Customer centricity 279

Customer centricity Airlines Enterprise Engineering 279

Aspect

MAY 7, 2020

A pandemia do COVID-19 criou desafios de negócios em todo o mundo. Junte-se a nós todas as quartas-feiras ao meio dia (12:00 h), a partir de 13 de maio, para obter orientações sobre como agir rapidamente neste novo ambiente de trabalho. Nossa primeira sessão abordará o gerenciamento de equipes.

74

74

Nicereply

OCTOBER 21, 2021

Susana de Sousa , Senior Manager of Customer Support at Loom , believes that adding video across all support services can improve customer communication. In Conversations with Susana de Sousa, Senior Manager of Customer Support at Loom. You can use video to bridge these gaps.

Scripts 98

Scripts Customer Support Personalization Customer Experience 98

aircall

MAY 18, 2022

Just ask Helen Cheuck , our VP of HR, NA and Global DE&I Leader. Helen leads on Aircall’s DE&I vision, guiding us and aligning us on how we can continually foster a culture of belonging. . Emily Gregor (EG): How would you describe your role as Aircall’s VP of HR, North America, and Global DE&I Leader? .

Education 62

Education Employee engagement Accountability Management 62

AWS Machine Learning

AUGUST 11, 2023

en fr es tutor éducateur tutor sheep agneau oveja walking promenant para caminar burger sandwich hamburguesa action-specific spécifique à l’action especifico de acción order commande commande Exploring the custom terminology feature Let’s translate the sentence “she was a great tutor” with Amazon Translate.

Construction 64

Construction Government Consulting Consulting 64

Beyond Philosophy

DECEMBER 14, 2015

For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. One of De Pree’s most memorable quotes, for example, is “The first responsibility of a leader is to define reality. Scott Peck.

Customer centricity 199

Customer centricity Airlines Enterprise Consulting 199

ijgolding

MARCH 20, 2018

In pledging to my campaign, five wonderful people were rewarded with an interview feature on my blog – what you are reading is the third of the five (you can read the first – an interview with James Dodkins – here ; and the second with Chris Brown – here ). Tell me about your background.

Journey mapping 61

Journey mapping Customer centricity B2B Multichannel 61

kommunicate

JUNE 25, 2020

En esta completa guía le explicaremos cómo crear un Chatbot o Bot Conversacional utilizando el creador de bots “Kompose”. Cómo crear mensajes de bienvenida e intenciones. Cómo utilizar los medios como botones, listas y Carruseles de tarjetas de [.]. appeared first on Kommunicate Blog. Más aún en la actualidad.

Chatbots 52

Chatbots 52

Avaya

JULY 27, 2016

Rather all of the focus and dollars are going into solving the de-couching dilemma, stadium vs. couch. In the de-couching dilemma of stadium vs. home…it’s time to ante up. The post Out of the House and into the Stadium: The De-Couching Dilemma appeared first on Avaya Connected Blog.

Entertainment 41

Entertainment Analytics Wait times Best practices 41

Beyond Philosophy

MARCH 21, 2024

Knowing that you will be back in touch regarding the issue and when that communication will be helps de-escalate a stressful situation. Make it clear when customers should expect your next communication whenever possible. For example, our telecom company once had a communications line cut to a metropolitan area in the English countryside.

Telecommunications 195

Telecommunications Engineering Education Management 195

Aspect

MAY 6, 2019

La temporada final de Game of Thrones ha llegado y se perfila como el estreno televisivo más esperado de todos los tiempos. Qué lecciones podemos aprender del mundo de Westeros desde la perspectiva de CX? Qué puedes hacer para asegurarte de ganar tu propio Trono de Hierro en CX? Fuerte Competencia.

Personalization 17

Personalization Contact center software Contact Center Technology 17

3CLogic

APRIL 10, 2024

Consequently, this creates time-consuming, manual, and complex call handling for agents, leading to inefficient and de-personalized service. This is most likely due to a siloed data structure, where engagement data, contact history, and customer records are stored across separate systems.

Management 64

Management Call Logging CRM Call flow 64

AWS Machine Learning

AUGUST 25, 2022

In the preceding screenshot, the phrase “The use of health status in any group health insurance policy is prohibited by law” has been translated to “La ley prohíbe el uso del estado de salud en cualquier póliza de seguro médico de grupo.” Although the translation is accurate, the phrases have been rearranged.

Government 65

Government Accountability Enterprise Technology 65

teleopti

OCTOBER 9, 2018

Durante uma viagem de trem de 30 minutos para o aeroporto esta manhã, eu usei o telefone, e-mail, SMS, Facebook e chat para a interação com parentes e clientes. A nova geração, que costumamos chamar de geração do milenium, provavelmente teria usado ainda mais. Trinta minutos; cinco canais diferentes!

48

48

Aspect

AUGUST 8, 2019

No es ningún secreto que la experiencia del cliente ha evolucionado rápidamente en los últimos años, mientras los hábitos y exigencias de los consumidores cambian a diario y continuamente se abren nuevos canales de comunicación.

Chatbots 13

Chatbots Customer Experience 13

Sampson Lee

FEBRUARY 26, 2021

Branded Experience vs. De-Branded Experience Customer experience per se does not differentiate brands but only if the experience is distinctive to the brand […].

Customer Experience 89

Customer Experience 89

Amity

MAY 6, 2014

De-Risking the First 90-Days for Your SaaS Customer. It just begins by de-risking the first 90-days. The post A Conversation: De-Risking the First 90-Days for Your SaaS Customer appeared first on Amity. Pam looks at CSM from the perspective of the tools and platforms CSMs need. Join the conversation!

SaaS 48

SaaS Technical Support Customer centricity Sales 48

Aspect

AUGUST 20, 2018

Samsung, LinkedIn y Pinterest utilizan el software de Directly para ofrecer servicio al cliente referiendo las preguntas de sus clientes a otros clientes por una módica cantidad de dinero, como una alternativa al outsourcing, bienvenido a la era del servicio al cliente social. “Valió la pena”, dijo.

outsourcing 48

outsourcing Call Center Marketing Customer Care 48