Wed.Mar 25, 2020

Customer Service Training is Not What You Think it is

ShepHyken

Many companies have a great focus on providing an excellent or, as I like to call it, amazing customer service experience. They do customer service training during the onboarding process. Once every year or so, they have some type of refresher. Good for them, but there’s more to it than just that and it’s easier than you think. Communication is a big part of keeping the “magic” going, and to do that you must consider ongoing training.

Automation Key to COVID-19 Contact Center Crisis

Contact Center Pipeline

The COVID-19 pandemic has put the contact center industry in a manner of disarrayed motion the likes of which have never been seen before. As I write this blog, I’ve had to go back and edit before I could even submit it to the blog site as the U.S. government’s Center for Disease Control (CDC) […]. Crisis Management AI bots call center chatbot cloud telephony contact automation contact center conversational IVR COVID-19 crisis management omnichannel

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Keep Moving Forward Through These Difficult Times

Steve DiGioia

…my thoughts on the Coronavirus and what comes next. Because of the Coronavirus, I think I should stop writing, at least for a while until the world gets back to normal. It seems like the logical thing to do.

What Is Automated Customer Service & Why It Is Important

ProProfs Blog

Implementation of automated customer service is no longer considered an innovative competitive advantage but an essential way of staying competitive.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

Covid-19 and Remote Work with JivoChat

JivoChat

Currently, the whole world is up in arms against the novel coronavirus, Covid-19 pandemic. This virus has found thousands of victims across the globe, whether by making people sick, effecting jobs, or completely changing the definition of what “normal life” is.

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It’s A Perfect Time To Show Our Humanity

Customer Experience Matters

One of our principles for making changes to your Experience Management (XM) programs, SHOW HUMANITY, is critical for all of us right now. The post It’s A Perfect Time To Show Our Humanity appeared first on Experience Matters. Empathy

3 Tips on How to Frame an AI Chatbot Project

Inbenta

Define the stakes and set clear objectives. My company would like to set up an AI chatbot. Sure, but what are the objectives? There may be several internal needs that meet several objectives and they must be well defined beforehand. For example: Improve user experience: By adding a new self-service tool. Available 24/7. Make it easier to navigate and search for information on the desktop site. Better manage contact flows: Reduce the number of calls with low added-value.

COVID-19: Providing Employees and Customers Answers in a Time with so Many Questions

bold360 Blog

We are living in an unprecedented time. In what seems like the blink of an eye, the way we live our lives has been completely transformed in almost every way imaginable. As we respond to the COVID-19 (coronavirus) pandemic we are shifting our behaviors and adapting to a new way of life that affects how we work, shop, eat, interact with one another and more. It can sometimes feel like we are in a world where the questions outweigh the answers.

Customer Success: The power of innovating with and for our customers

Nuance

Values are like good friends – they demonstrate their strength during the difficult times. We are proud of our Nuance Healthcare core values: teamwork, transparency, integrity, excellence, and compassion. These values have served as watchwords and guiding principles – through good times and difficult times. Over the last few weeks, every one of us has [.] The post Customer Success: The power of innovating with and for our customers appeared first on What’s next. This is a summary.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

5 Signs You Need to Improve Your Contact Centre’s Agent Experience

NICE inContact

What comes first — agent experience or customer experience? More and more, contact centre leaders are seeing why you can’t achieve maximum results on efforts to improve customer experience (CX) without a deliberate focus on improving agent experience (AX).

The caveats of real-time speech analytics

Tethr

When you research speech analytics features, chances are you’ll run into the phrase “real-time analytics.” As an AI-based speech analytics solution, these analytics are capable of analyzing conversations in real-time. When a call center agent is conversing with a customer, this technology has the ability to keep pace with the interaction. How it works. Oftentimes, the use case required for such a swift response is screen pops.

An open letter from our CEO

Hello Customer

Dear everyone. First of all, I hope you are safe and healthy. Given the situation, I felt like writing down my thoughts in a message to all of you. I know, it is raining letters from CEOs and by now your inboxes and newsfeeds are probably flooded. Still, I hope you’ll take some time to read this. I am writing this letter from the seclusion of my own home. To be honest, it is the first time in years that I have been here for more than 24 hours straight.

Ongoing Contact Center Training - The Key to Mastery

The Call Center School

How do I gain mastery? Have you ever asked yourself this question when thinking about your job? Especially when one is new to a particular area, we all wish to acquire all the necessary skills as quickly as possible. However, gaining mastery is not something that you achieve overnight. Instead, it is about learning and practicing, over and over again, for months and often years. Customer Service Contact Center Training E-learning Contact Center Coaching Agent Training

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

9 Ways to Use Call Recordings (Voice & Video) to Improve Customer Service

REVE Chat Blog

Is your business aligned with customer needs and perceptions in every aspect of their interactions with different departments? A bumpy customer journey risks losing potential customers as well as decreasing satisfaction, loyalty, and recommendations.

COVID-19 Rapid Response: Switch To Work-At-Home 8 Critical Questions to Assess Your Technology Readiness

Skybridge

8 Critical Questions to Assess Your Technology Readiness. This is the second in our series on COVID-19 Rapid Response. You can find the first post in this series here. In my most recent post, I talked about how COVID-19 has created a new urgency among customer care leaders.

Are you ready to embrace the new economy?

5CA

Companies across the world are finding their business extremely disrupted at present and it looks like things may get worse before they get better. During this time there has been a strong focus on the need for people to work from home

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How to optimize your product page for conversions

JivoChat

The product page is one of the most critical pages of your online store. Thus, it takes additional effort to optimize it to drive conversions. After all, it’s there that potential customers get to know your products better, assess your pricing, and begin their decision-making process.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Covid-19 Isolation Barriers Breaches by Audio Conferencing Software

Hodusoft

Covid-19 is a pandemic of epic proportions that threatens to bring the world to a halt even as life slows down. Streets remain deserted as people stay indoors. However, communication is essential as is a collaboration between people and teams at various levels.

Human Agents vs. Chatbots: How to Best Integrate the Skill Sets of Both in Your Contact Center

Injixo

One machine can do the work of fifty people. But, no machine can ever do the work of an emotionally intelligent person. This article explains why you should aim for a combination of chatbots and real agents to best serve your customers and boost productivity. WFM Strategy

6 Tips and a Resource Hub For Your Agents: A Guide for First-Timers on How to Work From Home with Kids (who are also home)

SharpenCX

As a young kid, my mom worked from home. She ran her own business out of our house and had to navigate caring for my brother and I while still serving her clients. Sometimes that meant plopping us in front of the TV for an hour. Other times, she’d ask my brother and I to play (without bickering) on our own. And, occasionally, she’d stick a desk in her office where I could color and draw pictures by her side. For me, that’s where I was most content. I wouldn’t talk or bug her (too much).

A 24/7 Service Quality Strategy for BPOs

PlayVox

BPOs are in the business of delivering service quality to their clients. As such, quality assurance is essentially job #1 for these service providers, on a daily basis. Evaluating agents’ interactions and running coaching and training programs are all part of the BPO playbook. CX Culture

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.

How to Differentiate Your Company with Your Customer Success Strategy 

ClientSuccess

In the modern SaaS-driven world, standing out from the competition is getting harder and harder. With so many integrations, add-ons, and premium features coming up in what seems like every sales conversation, standing out from the crowd can take a miracle – or the right angle. Sure, product enhancements and price points might catch customer’s attention right out of the gate, but it’s the long-term value that prompts a buying decision.

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How to Be Better at Multitasking

Abby Connect Virtual Receptionists

Back in 2013, British psychologists claimed that women are better than men at multitasking in an article published in the BMC Psychology journal. The Harvard Business Review wrote in response that these assumptions are not backed by evidence and that most studies still show that gender does not play a role in our ability to multitask. Tips & Tricks

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Best Tips and Resources for an Efficient Employee Onboarding Process

CSM Magazine

Though you may have created an effective strategy for finding the top talent to work for your organization, no employee comes into work on the first day knowing what to do. It is the responsibility of your human resources staff, training directors and management to get each new hire up to speed.

Exceeding Customer Expectations

Zoom International

How do you foster trust while conducting business? Friday at Five Marketing Compliance Support & Services Operations

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.