Noble Systems

MARCH 30, 2020

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.

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LiveVox

MARCH 30, 2020

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.

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Vcaretec

MARCH 30, 2020

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.

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Callminer

MARCH 30, 2020

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. Remote contact center operations have been around for some time now, but the need for such operational approaches has been magnified by the growing threat of Covid-19 and the heightened importance of social distancing policies to c

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Steve DiGioia

MARCH 30, 2020

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. As I’ve mentioned before, I’d rather act and make decisions based on the facts at hand than sit idle and wait for some arbitrary sign of approval later.

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Aspect

MARCH 30, 2020

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.

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Fonolo

MARCH 30, 2020

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.

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Momentum Telecom

MARCH 30, 2020

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.

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Satrix Solutions

MARCH 30, 2020

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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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

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Talkdesk

MARCH 30, 2020

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.

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Integrity Solutions

MARCH 30, 2020

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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Customer Experience Matters

MARCH 30, 2020

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.

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Talkdesk

MARCH 30, 2020

What does a technology leader consider digital transformation to be? According to Salesforce digital transformation is “the process of using digital technologies to create new — or modify existing — business processes, culture, and customer experiences to meet changing business and market requirements”. This reimagining of business in the digital age is digital transformation.

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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

kommunicate

MARCH 30, 2020

Bots are the hotshots in the customer support market. Additionally, with the rise of self-service, bots have become more important. In this post, we will learn how to create FAQ bot. It’s simpler than you imagine. We will be using Google Dialogflow’s Knowledge Connectors. These are nothing but a set of documents that feed questions [.]. The post How to Create FAQ Bot Using Dialogflow Knowledge Base Connector appeared first on Kommunicate Blog.

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Nuance

MARCH 30, 2020

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.

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Outsource Consultants

MARCH 30, 2020

As things went from business as usual to completely uncharted territory in what felt like hours, we all found ourselves scrambling to keep our heads above water as we threw our current playbooks out the window in favor of a whole new approach to our jobs – and our personal lives. While most of our colleagues and partners were rightly focused on disaster recovery, there were a few that took the time to calm the chaos with messages of positivity.

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Provide Support

MARCH 30, 2020

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. This is where the software for online communication such as live chat, online conference platforms and corporate communication tools becomes handy and

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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

Skybridge

MARCH 30, 2020

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. In their recent Wall Street Journal article, writers Sharon Terlep and Sarah Krouse do an exceptional job of spelling out how so many brands ended up here, unable to answer and respond to even their most urgent customer calls, how many

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CSM Magazine

MARCH 30, 2020

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. It is estimated disengaged staff members cost American businesses between $450-$500 billion each year due to lost productivity and this problem tends to go unnoticed until it is too late, disgrunt

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Quiq

MARCH 30, 2020

Share This Story. As things continue to unfold regarding COVID-19, consumers have been forced to shift more of their attention and their spending online. Retailers have had to adjust to the rapidly changing situation. Retails new normal post COVID-19 makes proactive and consistent retail communications even more key during these less-than-normal times.

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Plantronics

MARCH 30, 2020

Introducing the Voyager 4245 Office, Poly’s first Microsoft Teams headset suitable for the contact center. Historically, the Teams certification has been a badge of honor baked into our office worker portfolio, while, our contact center solutions simply did not require these specific collaboration capabilities. Which begs the question, “what’s changed?

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contact center solutions Contact Center 60

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

delighted

MARCH 30, 2020

We started Delighted to help businesses deliver great experiences by listening to their customers and using those insights to improve. A critical element to delivering on our mission is ensuring we provide world-class experiences on every platform, so our customers can connect with their customers at the right place and time. Today, we are excited to launch a brand new way to gather feedback with Delighted – directly in your apps with our native mobile SDK for iOS.

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pindrop

MARCH 30, 2020

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. .

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FluentStream

MARCH 30, 2020

Working remotely sounds wonderful, doesn’t it? You can roll out of bed at least an hour later, cook yourself an elaborate breakfast and stay in your pajamas all day long. Maybe you even eat said breakfast in front of the. Read More.

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Ameyo

MARCH 30, 2020

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?

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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

McorpCX

MARCH 30, 2020

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.

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ClientSuccess

MARCH 30, 2020

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. That said, we’ve been hearing a lot of questions about this at ClientSuccess and we thought we should share some best practices to help everyone get through this phase and set themselves

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CSM Magazine

MARCH 30, 2020

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.

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