Steve DiGioia

MARCH 25, 2020

…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. So many others are sharing their stories or suggestions on how they’re coping with the isolation and fear of the unknown that it seemed petty for me to still write about customer service tactics when most businesses aren’t even open – and some may never reopen because they couldn’t withstan

Personalization 262

Personalization Management Sales Customer Service 262

ShepHyken

MARCH 25, 2020

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.

Customer Service 252

Customer Service B2C B2B Management 252

Callminer

MARCH 25, 2020

Read on to learn about adjustments we made to working from home. Like most of you, activities at CallMiner in recent weeks have been focused on executing our business continuity plan, moving to a remote workforce, and supporting our employees physical and emotional well-being. As we carried out our plan we thought it might be useful to share with you some of what we’ve done, not so much to assure you that we’re firing on all cylinders, but to potentially provide you with ideas that might help i

Finance 182

Finance Management Best practices Personalization 182

Contact Center Pipeline

MARCH 25, 2020

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) […].

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Contact Center Interactive Voice Response Chatbots Call Center 204

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The Northridge Group

MARCH 25, 2020

The COVID-19 crisis is reminding us of a business fundamental – communicating with consistency, clarity, and empathy is essential for a positive customer experience. While the unknown is making many customers understandably anxious, we are finding that fear and a shortage of facts are leading some company representatives to communicate inconsistent or inappropriate messaging.

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Customer Experience Wait times Personalization Customer Service 114

Tethr

MARCH 25, 2020

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.

Analytics 75

Analytics Coaching Customer effort Sales 75

SharpenCX

MARCH 25, 2020

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.

Entertainment 78

Entertainment Contact Center Contact center software Education 78

Customer Experience Matters

MARCH 25, 2020

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.

Management 83

Management 83

Virtual Live Labs

MARCH 25, 2020

[link].

Employee engagement 130

Employee engagement 130

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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

Nuance

MARCH 25, 2020

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 [.

Healthcare 75

Healthcare Customer Service 75

Virtual Live Labs

MARCH 25, 2020

[link].

Employee engagement 130

Employee engagement 130

bold360 Blog

MARCH 25, 2020

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.

Scripts 76

Scripts Technology Management Best practices 76

Hello Customer

MARCH 25, 2020

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.

Government 73

Government Customer Experience 73

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

NICE inContact

MARCH 25, 2020

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). And the improvements you make to your agent experience can have a profound impact on your contact centre’s customer experience.

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Customer Experience Best practices Contact Center Call Center 62

Spearline

MARCH 25, 2020

Mobile has fundamentally transformed consumer behavior and their expectations. Currently, 5 billion people globally send and receive SMS messages - about 65% of the world’s population.* With such a rise in popularily of mobile usage around the world, and with more business processes leveraging text messaging, we are delighted to announce that a new Spearline test type is now available - SMS Verifier.

Telecommunications 59

Telecommunications APIs Enterprise Analytics 59

Playvox

MARCH 25, 2020

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.

Coaching 56

Coaching 56

Maru Group

MARCH 25, 2020

In times of change and uncertainty it can be very difficult to put your feelings into words, or even be fully conscious of your underlying emotions. Asking “how do you feel?” and “why?” are questions of limited value at the best of times. And these are not the best of times. We need to ask questions in ways that allow us to tap into our fast, intuitive and unconscious choices—what Daniel Kahneman calls System 1 thinking.

Personalization 56

Personalization 56

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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

The Call Center School

MARCH 25, 2020

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.

Contact Center 57

Contact Center Coaching Customer Service 57

REVE Chat Blog

MARCH 25, 2020

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. Businesses are shifting their focus from traditional communication strategies to modern digital strategies to improve the customer experience.

Customer Service 53

Customer Service Best practices Call Center Sales 53

JivoChat

MARCH 25, 2020

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. The impact on business is vast. Consumers are forced to completely change their purchase behaviors which in turn changes the way businesses interact with them.

Education 52

Education Analytics Marketing Management 52

Skybridge

MARCH 25, 2020

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. Many of you are looking for ways to accelerate current plans to transition from on-site to at-home agents.

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Technology At home agents Customer Care Coaching 52

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

5CA

MARCH 25, 2020

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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JivoChat

MARCH 25, 2020

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. With that in mind, you must add some critical elements to catch your visitors’ attention and help to drive sales.

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Engineering Upselling Sales Marketing 52

Hodusoft

MARCH 25, 2020

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. While phones may help to communicate, getting work done or collaborating poses a challenge.

Government 52

Government Education Healthcare CRM 52

CSM Magazine

MARCH 25, 2020

Cisco is a well-known company that has brought transformations in the world of IT. Apart from its unique products, the company also offers training and credentials to those who want to develop in such a popular IT sphere like networking. Beginners and professionals with intermediate or advanced skills can all utilize this certification program. One of Cisco’s leading certifications is the 200-901 DEVASC , designed for those who plan to become network engineers.

Engineering 52

Engineering Technology Management 52

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

FiveStars

MARCH 25, 2020

These are perilous times for small businesses, their owners, and employees. In recent weeks, nearly all of the 30 million small businesses across the United States (and many more worldwide) have been impacted. Of the two million brick-and-mortar storefronts, many have been forced to close their doors – with only some food establishments remaining open, […].

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Customer retention 52

Injixo

MARCH 25, 2020

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.

Chatbots 56

Chatbots Contact Center Personalization 56

ClientSuccess

MARCH 25, 2020

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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B2C B2B SaaS Sales 53