Mon.Mar 30, 2020

6 Tips for Managing High Call Volumes During the COVID-19 Crisis

Noble Systems

Contact centers, like businesses in all industries, are making every effort to keep employees safe without disrupting customer care during the current Coronavirus outbreak. Many have already put their emergency remote worker plans into action. Others are working tirelessly to set up secure work at home environments, develop crisis communications protocols, and identify technologies that will help them continue to provide exceptional service to their customers during this unsettled time.

11 Benefits of Digital Messaging for Remote Agents

LiveVox

What are the Benefits of Digital Messaging for Remote Agents? There is much to consider when migrating an onsite contact center workforce to a remote setup. As a manager, you’ll have to consider things like providing tools that cultivate productivity and minimize stress or distractions for agents as well as helping them to practice good. The post 11 Benefits of Digital Messaging for Remote Agents appeared first on Livevox. Digital Messaging Working From Home

Is Your Business Doing Enough With Customer Service?

Vcaretec

It should not be news to any business owner just how critical important customer service is. Businesses can’t thrive without the loyalty of consumers, so ensuring their experiences are as positive as possible should always be the goal. For any current or aspiring business owner, one must ask themselves if their company is doing enough to maintain a high level of excellence regarding the execution of their customer service.

Remote Call Centers: Tools, Tips & Best Practices for Remote Contact Center Managers & Agents

Callminer

Managing a call center caught up in the uncertainty of a worldwide pandemic is no small feat. However, there are a number of important guidelines and tips you can keep in mind to help ease your center’s workforce into remote working and mitigate contagion risks.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

5 Top Customer Service Articles For the Week of March 30, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Maintaining Your Team’s Morale And Productivity During COVID-19 by Denise Graziano. Chief Executive) The challenges posed to business by the novel coronavirus are unprecedented, but CEOs can help keep spirits up with these tips.

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Going digital in the contact center: What you should know

Talkdesk

What does a technology leader consider digital transformation to be?

How to Boost Communication With Your Team During the Pandemic

CSM Magazine

In just a matter of few weeks, the coronavirus has become an all-consuming global pandemic wreaking havoc in the business world and in our personal and professional lives. Businesses are now facing an unprecedented double bind – they not only need to look out for their employees’ and clients’ well-being but also ensure business continuity. The majority of the world’s population and large organizations have adopted remote working quicker than anyone could have expected.

5 Tips for Managing Remote or Virtual Contact Center Teams

Fonolo

Managing a contact center team is a challenge at the best of times. If your contact center hasn’t been driven remote by the pandemic, it will likely feel the impact soon — so prepare to go remote now. Besides the obvious technical issues, this presents to those still working on legacy systems, employees are getting more and more worried for their health , pointing the contact center conditions as perfect for transmission of the virus. Managing Remote Contact Center Agents.

How can your agents work from anywhere?

Talkdesk

Recent events connected to the coronavirus (COVID-19) pandemic have highlighted the importance of having tools in place to support rapid contingency plans and business agility. We realize companies are facing two simultaneous challenges — supporting employees’ safety and well-being while ensuring business continuity for customers. At Talkdesk®, we envision a modern contact center that empowers agents to engage with customers any time, anywhere, using any device.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

XM Fireside Chat: Healthcare Experience With Bruce Temkin And Susan Haufe

Experience Matters

During this "XM Fireside Chat," Bruce Temkin & Susan Haufe discuss healthcare experience in the current pandemic environment. The post XM Fireside Chat: Healthcare Experience With Bruce Temkin And Susan Haufe appeared first on Experience Matters. Customer experience Lead XM - Experience Management

Helping each other stay strong on the journey to the other side of COVID-19

Nuance

Over the last several weeks, organizations have faced unprecedented challenges and disruptions, some in a fight for their survival. The world has had no option but to adapt. But we also have had the opportunity to adapt quickly and intelligently. A few weeks ago, we held our London Customer eXperience Summit as a virtual event. [.] The post Helping each other stay strong on the journey to the other side of COVID-19 appeared first on What’s next. This is a summary.

WFH: Time to Step Up and Lead

Aspect

Last week I discussed that Business Continuity for both Aspect as well as our customers has taken on a whole new dimension. Better yet, we have learned that the term “business continuity” has become an assumed deliverable by all companies. The true measurement of success is really whether your company has Technology Continuity as well as Workforce Continuity.

New to Working Remotely? Three Perspectives to Consider for the Short Term and the Long Run

Momentum Telecom

If yours is like many companies worldwide, you recently may have made an abrupt switch to working remotely. And while working from home under normal circumstances can have appealing advantages – no lengthy commutes, a more flexible working environment, and a potential boost to productivity and morale¹ – a sudden change to your professional routine certainly can be unsettling. The technology you use while working remotely might not replace the in-person interactions you’re used to.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

10 Tips for Building your Remote Team and Providing Safe Online Support

Provide Support

10 Tips for Building your Remote Team and Providing Safe Online Support. Today more and more institutions and businesses switch to remote work due to the unsafe and unstable situation in the world. This in turns leads to the increasing demand for virtual communication not only with customers but also among team members who start working remotely.

In-depth Interviews: What B2B Leaders Need to Know

Satrix Solutions

Online and in-app surveys, focus groups, advisory boards, and user groups can be fantastic methods for gathering valuable customer feedback. Each approach has a place in the overall customer experience strategy for business leaders who rely on customer input to guide important business decisions. However, one method of customer feedback collection that is sometimes overlooked is the in-depth phone interview, otherwise known as IDI’s.

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Adjusting Your Sales Approach- Questions Your Clients Have Right Now

Integrity Solutions

In the midst of a global crisis, adjusting your sales approach is key to not just surviving but thriving. Every company started 2020 with a plan—in many cases a well-thought-out and carefully crafted blueprint outlining expected progress on a month-by-month basis, complete with year-end targets for revenue, employees, products, clients and profitability.

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Benefits from Working with a Customer Service Call Center

Global Response

Global Response believes that a dedicated customer service call center is one of the greatest allies for companies that want to develop a distinct relationship with their customers. It is all about more. The post Benefits from Working with a Customer Service Call Center appeared first on Global Response. Global Response Blog Uncategorized

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

As COVID-19 Wreaks Havoc for Traditional Customer Service Platforms, A Handful of North American Call Centers Step Up to Fill the Need

Skybridge

A Handful of North American Call Centers Step Up to Fill the Need. In my past several posts, I’ve focused on the growing urgency among so many organizations to continue to serve their customers while most of their employees are required to self-quarantine at home.

April Fools’ Day: A Brief History

Abby Connect Virtual Receptionists

Although April Fools’ Day , also referred to as All Fools’ Day , has been celebrated for several centuries by different cultures its exact origins remain a mystery to this very day

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Can Employees’ Level of Customer Service Be Affected by Their Job Happiness?

CSM Magazine

Happy customers will lead to your success but how do we ensure this level of customer satisfaction is consistently met? Through the hard work and dedication of our staff. You may have the most qualified team members but without keeping them happy, it is unlikely they’ll be keeping your customers happy.

Communication from Anexa Telecommunications regarding actions taken to minimize impact from Covid-19 pandemic

Anexa BPO

To our community, The circumstances we are currently facing represent a series of both personal and professional challenges for us all. The Covid-19 outbreak has impacted the lives of thousands of people around the world, and at Anexa our thoughts are with all those so far affected by the virus.

The 5Es of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

When you build your community, if you know where to focus your initial efforts, you'll be able to set yourself up for success and future growth. Setting your objectives correctly will allow yourself and others within your organization to leverage your community to meet your overall business objectives. In order to establish this type of robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them.

#WFH: 3 Tools to Tackle Call Center Fraud, Even From Home

pindrop

The world is dealing with a “hundred-year” event, caused by what we all know now as COVID-19. But countries and critical businesses such as those in banking, finance, and insurance will have to figure out ways to continue to operate through this crisis, hopefully setting precedents and processes that will prevent business slowdown should another global event occur. .

Omnichannel Vs Multichannel Contact Center: What’s best for your Business?

Ameyo

Customer support can make or break a brand’s relationship with their customers. With such stiff competition the companies cannot afford to be lousy about the their customer service experience as the market has evolved with the advancement in technology What is a Multi-channel Contact Center? When a contact center offers more than two channels for … Omnichannel Vs Multichannel Contact Center: What’s best for your Business?

Show, Know, and Grow: 3 Things to Do Now in the COVID-19 Era

McorpCX

Things got really strange really fast, didn’t they? I’m sure that like me, most of you are still processing what all this means – and how COVID-19 may affect you, your families, your day-to-day life, and your job. Small consolation: none of us is alone in this. Like you, I’ve received and responded to dozens of texts, calls, and emails from clients, friends, and associates trying to reconcile what we’re dealing with personally with the reality of how this is impacting our businesses.

To Do “Remote Work” Right, Your Team Needs A Customer Success Platform

ClientSuccess

These are unprecedented times we are living through right now. In what seemed to be an overnight development, the entire SaaS industry (along with basically every other industry) was forced out of their offices and into remote work. This change has exposed a lot of challenges for teams that weren’t quite ready.

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6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

5 Reasons Small Businesses Fail and How to Prevent It

CSM Magazine

According to a study conducted by Bloomberg, eight out of every ten businesses fail within the first 18 months. The Small Business Administration puts it another way: only 50% of new businesses make it past the first five years. Now, that’s scary. Your business could easily join that statistic if you are not proactive. The good news is that there are things you can do to forestall such misfortune. Here are five reasons businesses fold up and what you can do about it. Leadership Failure.

Can Language I/O Help With Your COVID-19 Communications?

Language I/O

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How Healthcare Uses ChaseData to Handle Higher COVID-19 Call Volume

ChaseData

If you’re a health insurance company dealing with a global pandemic like COVID-19, you may be experiencing higher call volume to your call center at this time. There are likely to be thousands or even tens of thousands of people calling to ask about your company’s specific benefits and coverage policies, especially as they pertain to telehealth services or home health visits, during the coronavirus. Call Center Management Call Center Operations