Thu.Mar 05, 2020

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How To Combat High Call Volume During a Crisis

Uniphore

By definition, a crisis means there’s no time to plan. Even top teams fail to understand what it takes to plan for disruption. That’s why so many businesses were caught flat-footed during this recent coronavirus outbreak. Read More.

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6 Key Customer Service Trends in 2020

HelpCrunch

Check these 6 new customer service trends to jump on the hype train. The post 6 Key Customer Service Trends in 2020 appeared first on HelpCrunch blog.

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What kind of outbound dialer is right for you?

Talkdesk

Automated dialing in its various forms is a tremendous productivity tool for companies making outbound calls. However, some of the more aggressive types of dialing modes have forced a slew of regulatory restrictions. The type of outbound automation that is right for you depends on your business and your goals. Many companies are focused on differentiating their brand through superior customer experience (CX).

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37 HR Professionals & Hiring Managers Share the Most Useful Customer Service Interview Questions for Managers

Callminer

We reached out to a panel of hiring managers to find out which interview questions are most useful when interviewing for customer service managers.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Turning Up the Heat on the Contact Center: A Fireside Chat with Verint’s Ryan Hollenbeck

Contact Center Pipeline

When you think of states with the hottest temperatures in the U.S., chances are Arizona will be at the top of your list. Here in Cave Creek, Arizona, home of Saddletree Research Global Headquarters, triple-digit temperatures are common from May through September and our usually mild winters bring in hordes of “snow birds” from the […].

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Interview With CX Ambassador Simon Whight

GetFeedback

Interview with Simon Whight, senior systems analyst at Zen Internet, an internet service provider in Manchester, England, about his career in the customer experience space.

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Jeanne Bliss: How to Get Your CEO to Care About Customer Experience

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. It's probably the number one question I get in presentations. Someone will invariably ask, "How do I get my CEO to care about customer experience?

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Interview With CX Ambassador April Obersteller

GetFeedback

Interview with April Obersteller, senior manager of global customer experience at YETI, a seller of premier outdoor gear, about her career in the customer experience space.

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The Effortless Experience by Matthew Dixon, Nick Toman, and Rick DeLisi (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at The Effortless Experience by Matthew Dixon, Nick Toman, and Rick DeLisi. Check out the video below to hear Adam’s one win that you can take away from The Effortless Experience to improve your organization’s customer experience and customer service. About The Effortless Experience. FROM THE PUBLISHER: The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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SYKES Helps Women Take on Tech

Sykes

Supporting International Women’s Day. Traditionally, women haven’t had the same visibility or participation in tech careers as men, and SYKES is seeking to change that. Using initiatives aimed at empowerment through education, we’ve made it our mission to help women take control of their careers, access new opportunities and achieve greater gender equality.

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How Contact Centers Support Plumbing Businesses

Call Experts

The number one rule for any business is to keep your customers happy! Every plumber or home services professional knows how important it is to deliver high-quality services. But, only part of the job is providing excellent services; the other key to keeping your customers happy is outstanding customer support. Timely response to customer inquiries, availability during emergencies, and ease of appointment setting can create a competitive advantage for your business.

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Optimize Business Operations With Surveys for Salesforce

GetFeedback

Three different ways to leverage integrated surveys with Salesforce to help modernize your business operations and deliver great CX.

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Analyst Insights on AI, Agent Experience and CX

Noble Systems

Contact center operations have seen a lot of technological advancements since the invention of IVR , but none as drastic as artificial intelligence (AI). As the influence of AI on customer and agent experience grows, the technology has become more advanced. It can understand more of human speech, detect nuance, and pivot based on customer input. The only question is whether customers will accept more expressive robotic interactions – and how technology will augment human workers to make them bet

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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Gen Wii – Alexa, find me a job!

5CA

Floppy disks or cloud storage. Two terms that most likely just evoked an image in your mind. Oh, wait, Floppy disk doesn't ring a bell? In that case, you're probably the reason I'm writing this up.

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Interview With CX Ambassador Brett Frazer

GetFeedback

Interview with Brett Frazer, head of customer service at Sun Basket, about his career in the customer experience space.

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New Podcast - with 2600Hz and Cloud Contact Center

Jon Arnold

I’ve been doing a lot of podcasts recently, and here’s the latest one. This time, I’m in conversation with Alisa Bartash of 2600Hz , as part of their ongoing podcast series. The main topic was CCaaS - contact center as a service - what it is, what’s driving the shift to cloud, how it adds value, where it’s heading, etc. It’s a great add-on for cloud providers like 2600Hz, and I hope the podcast helps educate end customers about the opportunity. 2600Hz has a pretty good archive of podcasts in the

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Why Customer Feedback is the Key to Great CX

GetFeedback

In this article, we talk about using customer feedback as a guide to creating a great customer experience. .

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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New Gartner Report Ties Knowledge Management to Superior Customer Service

Mindtouch

If we’re sure of one thing, it’s that customers are in the driver’s seat —now, more than ever. As Gartner predicts, “By 2023, organizations at advanced stages of digital transformation will find that poor customer experience is their biggest barrier to further success.” 1. Simply put, organizations that can’t find ways to elevate their CX might soon find themselves going by the wayside.

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How to Start Your Own Small Business – The Essentials

VirtualPBX

While starting your own small business will take more effort than just reading an article, we’d like to set you up with some pointers. From business idea to customer contact necessities , think of today’s blog as a list of the essentials. The ideas and tasks that, when you’re starting from nothing, your small business creation journey can’t live without.

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William Mitchell Winner of CustomerCount® CEP Award

Customercount

William Mitchell/General Manager, Atrium Resort by VSA Resorts Selected as Winner of CustomerCount® Customer Engagement Professional Resort Trades Award. Continue reading → The post William Mitchell Winner of CustomerCount® CEP Award appeared first on CustomerCount.

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Social Media and Customer Service

Ann Michaels and Associates

The secret is out in living color on the cover of Consumer Reports – how to use social media as the last chance way to get some attention when unhappy with a product or service. This issue shares secrets to great customer service, and social media use is one of them. Consumer Reports states that 84% of consumers who posted complaints to social media used Facebook.

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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CXNext Live: Why EX is the Best CX – How Employees Drive the Bottom Line

bold360 Blog

If you can hold it, hold it. Start with holding, then try clamping, then bolting and, finally, welding. But never start with welding. . This piece of wisdom comes from a great professor I had at MIT, an expert in lean operational effectiveness. His point was simple: Give your employees guardrails, but keep them as loose as possible: Your employees operate best when they’re given some room to maneuver.

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4 Lessons From the Cult of the Customer

CSM Magazine

Shep Hyken shares some quotes from his revised and updated book The Cult of the Customer to get you thinking about how to amaze your customers. Amazement isn’t an over-the-top experience. It’s about a consistent and predictable above-average experience. While you may have an occasional opportunity to go “over-the-top” for your customers, the consistent positive experience is what your customers will love most about you.

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The power of gender equality in the workplace

TELUS International

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SYKES Helps Women Take on Tech

Sykes

Supporting International Women’s Day. Traditionally, women haven’t had the same visibility or participation in tech careers as men, and SYKES is seeking to change that. Using initiatives aimed at empowerment through education, we’ve made it our mission to help women take control of their careers, access new opportunities and achieve greater gender equality.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Gen Wii – Alexa, find me a job!

5CA

In this new day and age where no one spends more than 67 seconds away from a screen without at least a hint of anxiety, recruiting and engaging this new wave of job seekers is no less complicated than swiping right, get a match and then not really knowing how to open a conversation anymore (sound familiar?).

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A Message Regarding COVID-19

Sykes

I’d like to take this opportunity to address the recent escalation and global spread of the 2019 novel coronavirus (COVID-19). As a global company, SYKES is committed to the health and safety of our 55,000+ employees around the world and ensuring business continuity for the brands we serve. As a family, SYKES is devoted to ensuring that our employees, brand partners and shareholders feel supported and confident in how we respond in the face of adversity.

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A little more conversation: Six new ways to win with conversation analytics

Infinity

It’s been just over a year since we launched our Conversation Analytics suite , giving our clients a window into what’s really happening on their calls, at scale, without the need to manually listen to thousands of them. Some key Conversation Analytics uses include: Identifying keywords used on calls. Pinpointing calls where payments were made. Cataloguing calls about specific products, services, or locations.