Mon.Jun 15, 2020

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Engage your contact center agents: Coaching as the road to success

Talkdesk

In our previous post , we covered several strategies to improve your contact center’s onboarding processes and set your agents up for success. Our conclusion? A successful onboarding program that combines new learning formats, personalized assessments and automated tools can be a great way to reduce employee turnover and boost productivity. Now, let’s dive into the next step on your path toward turning every agent into a top performer: coaching and development!

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How Omni Channel Experience Can Enhance Customer Engagement?

Hodusoft

Are you looking for ways to improve customer service and increase customer satisfaction? You have landed at the right spot. A live webinar is going to take place that will explain how omnichannel can enhance your customer engagement and improve customer experience. . Excellent customer services is essential for any business. In today’s competitive market, customers will only turn to your business if they get exceptional satisfaction and experience.

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4 Powerful Strategies to Deliver Superior Customer Support

Wowdesk Blog

Customers are the foundation for every successful business. Considering the importance of customers and addressing their needs efficiently ensures the long-term growth of an organization. . Happy customers turn into loyal customers, and these loyal customers are the ones who recommend your company to their surrounding people. Therefore, a company can gain credibility and bring more business by creating a satisfied customer base. .

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5 Top Customer Service Articles For the Week of June 15, 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. The Rise Of Premium Loyalty: What Do Your Customers Expect in 2020? by Retail TouchPoints. (Retail TouchPoints) In 2020, revenue is critical.

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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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Best Practices for Call Center Scripts: Expert Tips & Best Practices for Developing & Using Effective Call Center Scripts

Callminer

Follow these tips and best practices for developing effective call center scripts and using scripts to your advantage.

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Interview Question: What Does Customer Service Mean to You?

HelpCrunch

If you’ve been looking for a new job lately, you know the pain of answering all of the same questions over and over again. Where do you see yourself in five years? What are your [ … ]. The post Interview Question: What Does Customer Service Mean to You? appeared first on HelpCrunch blog.

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Five XM Practices For Accelerating Your Digital Transformation

Customer Experience Matters

Note from Bruce Temkin: This post is one of many written by thought leaders besides me. I’m excited to introduce you all to Juliana Smith Holterhaus, a leader in digital experience for Qualtrics. As companies across industries face unique challenges from the pandemic, there’s a common theme in their response: embrace digital. In this rapidly changing environment, just about every organization and industry has needed to ramp up its digital capabilities.

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In Pre-pandemic Crises, Contact Centers Have Long Relied on CXone

NICE inContact

Disaster planning and recovery, business continuity, working remotely and now, working from home. As these terms increasingly dominate the vernacular around business operations and preparedness, a diverse community of companies and organizations are finding that NICE inContact's CXone cloud contact center platform enables them to meet disaster-related challenges in ways they never thought possible.

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COVID-19 Global Update June 15, 2020

Concentrix

As we continue our efforts to keep you informed of the COVID-19 situation across the globe, Bulgaria, the Netherlands and Romania lifted restrictions for mandatory quarantine and are allowing travel from some other European countries. Thailand lifts curfew after three weeks with no new cases. France, Canada, and El Salvador also reopen after numbers show reduced or absent.

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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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How Two Healthcare Leaders Improved Both Quality of Care and Bottom Line Growth with Patient Transfer Services

Revation Systems

P atient transfer services is a quickly emerging segment of hospital operations. For the receiving facility, these complex cases can produce an average contribution margin of $8,000 per patient.* Yet some health systems are unable to leverage the growing need for highly advanced care. Instead, outdated technology and inefficient transfer protocols cost them millions of dollars each year in lost opportunity. 1% Fairview Health Services has notably improved the contact center's abandonment rate (n

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What all Good CCM Vendors Know

Topdown

At the moment of first contact between a customer and company, the two parties begin an interaction that hopefully becomes a mutually beneficial relationship. For the company that can begin by understanding and responding immediately, the customer likewise reacts favorably to their newfound brand, your establishment.

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5 Customer Experience Trends That Won’t Change (And Will Likely Accelerate…)

McorpCX

In a post-COVID world, the future is full of obvious challenges and less obvious opportunities. In this fast-changing environment, most business executives recognize the need to better connect with, serve and support their customers while streamlining operations and managing risk.

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Why Humans Need Chatbots – and Chatbots Need Humans

Comm100

Chatbots have come a long way in the past few years. The improvements in technology have enabled developers to expand on bot capabilities far beyond just functioning as a FAQ. Today, the automation of chatbots can process orders, perform financial transactions, make bookings, and much more. (Check out other intelligent functions here.). However, as intelligent as bots can be, no chatbot can handle and resolve all your customer queries.

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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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MarTech Interview with TeamSupport CEO Robert C. Johnson

TeamSupport

As published in MarTechSeries.com , June 15, 2020. Please tell us about your role and the team/technology at TeamSupport. In 2008, when working for a former company where they could not find a true B2B (business-to-business) customer support solution, my colleague and TeamSupport Co-founder, Eric Harrington , and I set out to build one. We determined the market desperately needed a software solution for customer support at B2B companies so companies could stop having to piece together disparate

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The CX Reframe: Returning to “the new normal”

Talkdesk

Welcome to part two of The CX Reframe, where we examine Talkdesk’s Five-Point COVID-19 response plan. In part one , we discussed how CX teams can begin responding and adapting to their new normal with Resolve and Resilience. In this piece, we’ll examine how CX teams can manage the eventual Return to their pre-pandemic working conditions. Let’s make no mistake: Working environments as we knew them will not be returning all at once.

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How to use WhatsApp Business for Education Sector

Ameyo

Technology has taken over our lives completely – whether personal or professional. Just like that Education or schooling has not been left untouched by this digital revolution. From using bulletin boards and newspapers to announce exam results and other notification, we moved to phones, websites, emails, and social media. Now, we have a new kid … How to use WhatsApp Business for Education Sector Read More » The post How to use WhatsApp Business for Education Sector appeared firs

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Improving NPS for a Better Customer Experience

Ann Michaels and Associates

Quality Assurance in the contact center is being used to improve NPS (Net Promoter Score) and overall customer experience. “How likely is it that you would recommend our company to a friend or colleague? Could you please rate your recommendation on a scale of 0-10?”. These are two questions that can induce anxiety into any business. But the questions are real and have been so since 2003 when Frederick Reicheld of Bain & Company wrote about what he coined the Net Promoter Score (NPS) in an ar

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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CX Pros: Stay Agile, or Risk Failure

Concentrix

Survey programs must embrace the velocity of change - here's how. The post CX Pros: Stay Agile, or Risk Failure appeared first on Concentrix.

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Text And Mobile Messaging- The Customer-Centric Channel Of The Future

LiveVox

Text And Mobile Messaging- The Customer-Centric Channel Of The Future In our last post I laid out a vision for the future of CRM as one where Sales and Marketing will unify with Support in order to create a truly customer-centric experience, and where contact centers will personalize that experience to individual customers. In some. The post Text And Mobile Messaging- The Customer-Centric Channel Of The Future appeared first on Livevox.

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Why Agents Need Chatbots – and Chatbots Need Agents

Comm100

Chatbots have come a long way in the past few years. The improvements in technology have enabled developers to expand on bot capabilities far beyond just functioning as a FAQ. Today, the automation of chatbots can process orders, perform financial transactions, make bookings, and much more. (Check out other intelligent functions here.). However, as intelligent as bots can be, no chatbot can handle and resolve all your customer queries.

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“Return to Work” Best Practices amidst COVID-19

CSM Practice

Businesses are getting ready to return to work in the physical workplace indicates that employers and employees are embracing the “new normal”, overcoming the fear of the COVID-19 pandemic and adapting to the new culture and best practice. The return to work raised legitimate concerns among the customer success community with regards to the health and safety of employees, vendors, and clients. .

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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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How to use WhatsApp Business for Education Sector

Ameyo

Technology has taken over our lives completely – whether personal or professional. Just like that Education or schooling has not been left untouched by this digital revolution. From using bulletin boards and newspapers to announce exam results and other notification, we moved to phones, websites, emails, and social media. Now, we have a new kid … How to use WhatsApp Business for Education Sector Read More » The post How to use WhatsApp Business for Education Sector appeared firs

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How Cloud Contact Centers Mitigate Disruption and Ease Disaster Recovery

pindrop

Modern contact centers are turning to cloud-based solutions for strategic disaster recovery, dynamic scalability, and workforce and customer service optimization. The COVID-19 pandemic has shifted disaster recovery to the top of the priority list for many companies seeking to respond to the unique challenges of the day proactively. Unprecedented changes brought about by shifting public health, and social distancing guidelines have forced business leaders to re-examine their core operating models

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CX Trends: How Brands Can Thrive, Not Just Survive, During and After COVID-19

inmoment

If you’re a business owner, you’ve probably heard at least one musing or another about how the strongest brands are the ones that can best adapt to change. That quote is especially true in times as unprecedented as the COVID-19 pandemic. As we acknowledge in our trends report on this issue, it’s difficult (if not impossible) for brands to prepare for every eventuality, especially one as heartstopping as a worldwide pandemic.

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Has Your Brand Nailed the 7 R’s of an Effective Resiliency Program?

Skybridge

Here are 7 Steps To Take Now. For most U.S. companies, it continues to be a long, bumpy and unpredictable road back from COVID-19. Few recent studies underscore that fact as pointedly as the 2020 Edelman Trust Barometer. When the global communications company wanted to get a read on brand trust in the age of COVID-19, they heard from more than 12,000 people in twelve countries and the findings are stark and sobering.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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Our Newly Redesigned Services: Why the Change?

Education Services Group

If everything is working, why would you change it? If you are succeeding, why not just keep going as-is? In any line of work, the best in the business are constantly pushing themselves to get better, to evolve and adapt faster, both as a competitive advantage and as a way to anticipate the needs of their marketplace. Examples abound, from athletes coming back for the new season with new skills, to Apple launching products we don’t even know we need that turn into multi-billion dollar revenue sou

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5 Ways NUSO’s Accession Meeting Helps Businesses During COVID-19

NUSO

Last year, many of us went on business trips, visited clients, and traveled to our offices without a second thought. However, the past months radically changed the way we all do business. As COVID-19 continues to develop and reshape the marketplace, video conferencing provides the flexible alternative to meeting face-to-face.

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Customer Service on the Utility Sector Frontline During COVID-19

CSM Magazine

Dan Rhodes, Head of Customer Service at Morrison Utility Services reports on the impact of the pandemic and outlines the organisation’s ‘Every Customer Counts’ program. From the obvious health risk itself, through to the lockdown and social distancing measures that are now part of our strange new world, the impact of the coronavirus pandemic has been all too evident.