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.

11 Benefits of Digital Messaging for Remote Agents


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.

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Is Your Business Doing Enough With Customer Service?


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.

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


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.

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!

Every Great Leader Has an Experience Book. Do You?

Steve DiGioia

The actions of leaders should focus on common-sense decisions. A good “business-sense”, extensive life experience, having a good judge of character, and the ability to see-through-the-fog towards the intended goal will help most people make the “right” call as needed – when needed.

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More Trending

How can your agents work from anywhere?


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.

5 Tips for Managing Remote or Virtual Contact Center Teams


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.

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


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.

Going digital in the contact center: What you should know


What does a technology leader consider digital transformation to be?

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.

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.

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.

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WFH: Time to Step Up and Lead


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.

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.

Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

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.

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

Customer 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.

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


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


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.

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.

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


The world is dealing with a “hundred-year” event, caused by what we all know now as COVID-19.

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


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?

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


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.

The 2019 Technographic Data Report for B2B Sales Organizations

In this report, ZoomInfo substantiates the assertion that technographic data is a vital resource for sales teams. In fact, the majority of respondents agree—with 72.3% reporting that technographic data is either somewhat important or very important to their organization. The reason for this is simple—sales teams value technographic data because it makes essential selling activities easier and more efficient.

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


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.

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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.

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

Language I/O


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


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.

The Time-Saving Power of Intent Data for Sales

By using the power of intent data, capturing buyer interest has become more feasible for sales. Not only that, but using it will save immense time during your workflow; a win-win on all fronts.