Tue.Aug 04, 2020

How to Improve Customer Perception: A Complete Guide


In the age of social media backlash and call-out culture, customer perception has become more important than ever to a brand’s success. The current COVID crisis is already impacting customer perceptions of brands. Although it’s almost impossible to completely control what people think about your organization, improving customer perception of your brand is entirely possible. Here’s your complete guide to improving customer perception of your business.

To Renew or Not to Renew – Best Practices to Implement Effective Renewals


Zahra gives insight on five key areas that you need to focus on as part of your renewal journey. Customer Success Customers Onboarding saas value realization

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Contact Center Pipeline Magazine: Inside Our August 2020 Issue

Contact Center Pipeline

It’s summertime here in Annapolis, Md. It wasn’t that long ago that we talked of vacations, pool time and kids going back to school as our summer days were drawing to a close. Fast Forward to August 2020, and we are talking about state travel restrictions, how we are going to manage work and our […]. Inside The Issue call center contact center

A New User Interface to Simplify CX


We’re excited to announce a brand new user interface (UI) thoughtfully designed with our customers in mind. Product & News


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!

Balancing the Spectrum of Service Cost and Customer Experience at Rachio [Podcast]


Offering high-touch, personalized customer services has a higher cost than self-service or no-touch support. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. When designing a customer experience, companies are faced with many decisions. Each service you offer might improve the customer’s experience, but they also come with a cost.

More Trending

Record a Call in Ruby with Vonage Voice API WebSockets


The Vonage Voice API WebSockets feature recently left Beta status and became generally available. WebSockets allows you to create two-way communication over a single persistent TCP connection. You do not need to handle multiple HTTP requests and responses with WebSockets. A single WebSocket connection can enable text and binary data communication continuously, with only a single connection opened.

APIs 80

4 Tips to Encourage your Remote Customer Service Employees

Provide Support

The post 4 Tips to Encourage your Remote Customer Service Employees appeared first on Provide Support Blog. Articles

Customer Service: A Path to Burnout or Breakthrough – Guest Post by Eileen McDargh

Chip Bell

All our businesses depend upon the good will, continued support, and referrals of external as well as internal customers. But, how we serve and care for each other in our enterprises will ultimately be reflected in those clients who pay the bills. In May 2019, the World Health Organization (WHO) listed burnout in its classification of occupational hazards. Around the globe, all manner of industries were reporting high levels of exhaustion, loss of productivity, cynicism, and disengagement.

Liberating your voice data and other strategies to up your CX game


Taking your call center to the next level when it comes to customer service and the overall customer experience is always important. Liberating your voice data, developing your agents and creating CX teams are some of the best ways to get there. But with COVID-19 taking over every asset of the business world , companies have had to make some difficult decisions on finances.

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.

WFM in the Palm of Your Hand: The Calabrio ONE Mobile App


Workforce managers need a better process to communicate with agents about events impacting their schedule. This could be everything from intraday events—such as working overtime or voluntary time off—to notifying employees about weather related events such as snowstorms that would impact their ability to safely come to work. With mobile use only increasing, managers and employees should be able to access their schedule information when and how they want from the palm of their hand.

What is a Call Center? [+Which One Works Best For You]


Call Centers 101: The Guide to Call Centers and Which Works Best for Your Business. Every business aspires to be loved by its customers. However, creating a customer experience that engenders lasting customer loyalty and affection requires organizational-wide commitment and prioritization, often with C-level support. For decades, the call center has served as the frontline for the business, offering customers a way to interact directly and receive support from a company.

Video KYC – The New Normal in the Contactless World


Until January 2020 the KYC process mandated IPVs (in-person visit) by the Reserve Bank of India (RBI) regulations.

Your IVR wants to sing! 5 reasons to consider conversational AI

NICE inContact

When it comes to making investments in customer service improvements, it’s hard to beat the transformational power of conversational AI to deliver a better customer experience in the contact center. In this blog post, we’ll dig into conversational AI – what does it mean for IVR and why businesses should care. Advantages of the Cloud AI Using the NICE inContact Platform

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!

See how Qubicles stacks up to Five9: More features. Unparalleled savings.


In the cloud-based contact center software vendor world, there are quite a bit of options. Did you know that based on user ratings by Gartner , Qubicles ranks higher than Five9 in Features & Functionality, Value for Money, and Ease of Use? A few of Qubicles’ reviews include: “The software is very easy to use. It is also very well supported, packed with features and amazing reporting.”

Head of customer service is surprised he tested positive for COVID. Claims he has been socially distant from making customers happy for 10 years.


Better Experience Group Customer Service

It’s Time to Rethink Your Collection Strategy

Noble Systems

It’s Time to Rethink Your Collection Strategy. Collection contact centers continue to face a number of ongoing challenges including increasing global competition, changing channel preferences, and evolving regulatory and legal requirements, just to name a few. Added to these are the new challenges brought about by COVID-19 and the additional demands of supporting a remote workforce, providing consistent and exceptional customer service, and addressing business continuity concerns.

Accenture CX Analyst Proclaims “Water is wet” and Wins Customer Experience MVP of the Year


Better Experience Group Customer Experience

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.

Wi-Fi 6: Is Your Network Ready?


Every four to six years, a new type of wireless LAN technology comes out with much fanfare. Case in point: when Wi-Fi 6 came out, it was hailed as the greatest thing ever. Since every generation of wireless makes a similar claim, it can be difficult to know what truly is a significant upgrade and what is "just a little bit faster.". Enterprise Networking Wireless

Call center Agent quits job to become professional Sewer cleaner so he can feel better about himself.


Better Experience Group Employee Experience

Use a Temporary Phone Setup for Your Voter Registration Drive


We’re getting close to the national election date of November 3rd, 2020. Are you ready to hold your voter registration drive? It only takes a few minutes to set up a temporary VirtualPBX Phone Plan for your cause, and we’d be happy to help you get running right away. Our plans don’t cost a lot, yet they’re flexible enough to begin service immediately and powerful enough to include features like Call Forwarding and softphone use so you can use the personal phones you already own.

CX Leader blames JD powers for bad Customer Satisfaction, “If you don’t survey, then no unhappy customers”.


Better Experience Group Customer Experience

The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a 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. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

The Top 3 User Experience Terms You Should Know


Simplifying CX YouTube series on the most popular user experience terms. Videos


Reducing risk with speech analytics: Five easy things you can do right away


Speech analytics is no longer a new thing. Having come on to the scene in around 2012, the varied use cases have since been well-documented. From improving customer experience and agent performance to providing business insights and managing risk, it can be a powerful and unique tool for those looking to take their contact center […]. The post Reducing risk with speech analytics: Five easy things you can do right away appeared first on Livevox. Speech Analytics

Why Digital Infrastructure is at the Heart of Successful Customer Service

Advantage Communications

When you think of superior customer experiences and world-class customer service, the first thing that comes to mind for most is consumer-facing technologies. While you’re not wrong to think that, the real heart of successful customer service is the backend digital infrastructure behind it. Customer Service Trends Contact Center

5 Must-Know Facts About Customer Care In Today’s Homebody Economy


Since mid-March, McKinsey & Company has been conducting a series of “Consumer Sentiment” studies in an effort to track the impact of COVID-19 on buyer needs, expectations, and attitudes. When their most recent results were reported a few weeks ago, I couldn’t help noticing some interesting parallels between their findings and those of Shep Hyken’s 2020 ACA “Achieving Customer Amazement” (ACA) Survey. Each study frames their questions and their reporting quite differently.

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!

Video KYC for Banks: Step Towards the New Way of Customer Onboarding


Banks have had a reputation for being one of the early adopters of change – especially when it’s about improving the customer experience and making their lives easier.

The High Costs of a Badly Written Knowledge Base Article


A badly written knowledge base article is like the tainted clam in the linguine. It probably won’t kill you, but you aren’t going to feel very well after eating it. Knowledge Management

Keeping Online Education Exciting

Working Solutions

Kahoot! A game-based, e-learning platform used to host live games and presentations or assign self-paced training lessons. Call Center Outsourcing